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Stream/Area:
-
Subject:
-
Paper ID:
IJSREM66515
Volume:
10 |
8 |
Aug 2026
Pages:
1-5
Publication Frequency:
Monthly (12 issues per year)
License:International Journal of Scientific Research in Engineering and Management follows the Creative Commons Attribution 4.0 (CC BY 4.0) License, allowing free use and distribution with proper attribution.
Master of Business Administration
Malla Reddy Engineering College and Management Sciences, Medchal, Hyderabad
Associate Professor Dept of MBA,
Malla Reddy Engineering College and Management Sciences, Medchal, Hyderabad
Digital banking has significantly transformed the Indian banking sector by providing customers with convenient, secure, and technology-enabled financial services. The increasing use of smartphones, internet connectivity, and government initiatives such as Digital India and Unified Payments Interface (UPI) has accelerated the adoption of digital banking. This study examines the adoption of digital banking among HDFC Bank customers by analysing the factors influencing its usage and customer satisfaction. A descriptive research design was adopted using both primary and secondary data. Primary data were collected from 100 HDFC Bank customers through a structured questionnaire, while secondary data were obtained from journals, books, and banking reports. The findings indicate that convenience, ease of use, security, accessibility, and customer awareness are the major factors driving digital banking adoption. Overall, customers expressed a high level of satisfaction with HDFC Bank's digital banking services. The study recommends continuous technological innovation, enhanced cybersecurity measures, and customer awareness programmes to strengthen digital banking adoption and improve financial inclusion.
KEYWORDS
Digital banking has become a fundamental component of the modern banking system, offering customers greater convenience, speed, and accessibility in managing financial transactions. The present study demonstrates that HDFC Bank customers have largely embraced digital banking services because of their perceived usefulness, ease of use, security, and operational efficiency. The findings indicate that convenience remains the strongest determinant of digital banking adoption, while customer satisfaction reflects the effectiveness of HDFC Bank's digital transformation initiatives. Although concerns related to cybersecurity and digital literacy still exist, continuous technological innovation and customer awareness programmes can further strengthen customer confidence. Overall, the study concludes that digital banking plays a significant role in improving customer satisfaction, enhancing operational efficiency, and supporting the growth of India's digital financial ecosystem.
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Publication Date
8/4/2026
Peer Review Type
Double-Blind Peer Review
Review Rounds: 2
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The authors declare no conflict of interest related to this research work.
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