A Study on Digital Loan Processing Systems and Their Impact on Credit Disbursement at Kotak Bank, Nagpur

Abstract

Mobile banking applications have revolutionized the banking sector by offering seamless, real-time financial transactions that enhance customer convenience. With the increasing adoption of digital banking, this study investigates the impact of mobile banking apps on customer convenience at HDFC Bank, Nagpur. The research focuses on key factors such as ease of use, transaction security, service accessibility, and customer satisfaction. By analysing user preferences and technological advancements, the study explores how mobile banking applications influence banking behaviour and customer engagement. Primary and secondary data sources are utilized to assess customer perceptions, with insights drawn from surveys and literature reviews. Findings indicate that mobile banking significantly reduces transaction time, enhances financial accessibility, and fosters customer trust through security measures and user-friendly interfaces. However, challenges such as cybersecurity risks and technical issues remain areas of concern. The study provides valuable recommendations for improving mobile banking services, emphasizing the importance of intuitive app design, data security enhancements, and personalized banking experiences. Understanding these aspects can help financial institutions refine their digital strategies, ensuring better service delivery and improved customer satisfaction. This research contributes to the growing discourse on digital banking transformation, offering insights that can aid in the strategic development of mobile banking solutions for both financial institutions and end-users.