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THE IMPACT OF DIGITAL TRANSFORMATION ON RETAIL AND COMMERCIAL BANKING: A CASE STUDY ON HDFC

Authors:

-Dr. Shivani Guru – Assistant Professor, Amity Business School, Amity University Chhattisgarh, E-mail: sguru@rpr.amity.edu

-Khyati Agrawal, Student, Amity Business School, Amity University Chhattisgarh,

E-mail: khyatiagrawal82@gmail.com

ABSTRACT: The banking sector worldwide is undergoing a deep-seated change, precipitated by the breakneck pace of technological development. This dissertation examines the effect of digital transformation on commercial and retail banking through a case study of HDFC Bank, India's premier private sector bank. With a mixed-methods research approach that incorporates literature review, a comprehensive survey of 70 banking customers, and a study of HDFC's digital efforts, the research discovers ways in which digital technologies like mobile banking, internet banking, UPI, and data analytics are transforming customer interaction, operational effectiveness, and service provision.

The study concludes that digital banking transformation in Indian banking is not just an upgrade of technology but a structural change that increases inclusivity, scalability, and customer focus. The HDFC Bank case demonstrates how strategic adoption of digital can create both operational and experience value. The study provides actionable guidance to banks, policymakers, and fintech innovators, and presents directions for future research aimed at comparative studies, financial inclusion, and cutting-edge technologies.

KEYWORDS: Digital Transformation, Retail Banking, Commercial Banking, Internet Banking, UPI, Banking Technology, HDFC Bank