2020, Vol. 3, Issue 2

author(s)
Rakesh Garg

abstract
Digital transformation has reshaped the financial sector globally, offering enhanced operational efficiency and enriched customer experiences. With technological advancements like blockchain, big data analytics, and cloud computing, financial institutions are redefining their service delivery, risk management, and customer engagement practices. This study explores the operational impacts and customer experience implications of digital transformation in the financial sector. Using both primary and secondary data sources, the research analyzes key dimensions such as speed of service, personalization, security, cost-efficiency, and customer satisfaction. Statistical tools like chi-square and regression analysis are employed to interpret the data collected from 150 respondents and published industry reports. The findings indicate a significant correlation between digital innovation and customer satisfaction, while also shedding light on operational challenges and gaps.