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ArticlePeer ReviewedOpen AccessPlagiarism Passed
Paper ID:IJSREM45695

THE IMPACT OF DIGITAL TRANSFORMATION ON CONSUMER-CENTRIC SERVICES: A STUDY OF BAJAJ ALLIANZ

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IJSREM45695

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AS

ARUNACHALLAM S

MMJ

MS M JAYASEELY

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Abstract

This study explores the impact of digital transformation on consumer-centric services in the insurance sector, with a focus on Bajaj Allianz General Insurance. It examines the influence of digital tools on customer experience, operational efficiency, and service delivery. Data was collected from 100 respondents in Chennai using a descriptive research design. Analytical tools like percentage analysis and Chi-square tests were used to assess customer satisfaction and digital service usage. The findings emphasize the increasing importance of technology in improving insurance services and customer engagement.

KEYWORDS

Digital Transformation Consumer-Centric Services Insurance Bajaj Allianz Customer Satisfaction Technological Innovation India Digital Tools Omni-channel AI Insurtech

Cite This Article

ARUNACHALLAM S, MS M JAYASEELY, "THE IMPACT OF DIGITAL TRANSFORMATION ON CONSUMER-CENTRIC SERVICES: A STUDY OF BAJAJ ALLIANZ," International Journal of Scientific Research in Engineering and Management, Apr 2025.

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4/24/2025

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