A Study on Customer Satisfaction with Digital Banking Services in HDFC Bank, Nagpur Branch

Abstract

This study explores customer satisfaction with digital banking services at HDFC Bank's Nagpur branch. The research examines key elements like user-friendliness, transaction efficiency, security measures, and customer assistance to understand how they influence customer experiences. Using a survey of 100 respondents, the study highlights both strengths and areas for improvement in the bank’s digital offerings. Findings reveal that while most customers appreciate the convenience and efficiency of digital banking, concerns about security and occasional technical glitches still exist. The paper emphasizes the importance of addressing these issues to enhance customer trust and loyalty. By providing actionable recommendations, the study aims to support HDFC Bank in optimizing its digital services and maintaining a competitive edge in the banking sector.