A Study on The Impact of Digital Transformation on Banking Efficiency and Customer Satisfaction: Customer Perspective with Special Reference to Indian Overseas Bank

Digital transformation has fundamentally redefined the operational architecture and service delivery models of Indian Overseas Bank (IOB), marking a transition from traditional, labor-intensive processes to a streamlined, technology-driven ecosystem. As a prominent public sector undertaking, IOB has integrated advanced Core Banking Solutions (CBS) and cloud-based infrastructures to mitigate the bottlenecks typically associated with legacy banking. This shift toward digitalization is primarily aimed at enhancing organizational efficiency by reducing the cost per transaction and minimizing human error through automated workflows. From the back-end perspective, the deployment of Robotic Process Automation (RPA) and data analytics allows the bank to manage large-scale data with greater precision, thereby improving the speed of credit appraisals and the overall turnaround time for retail and corporate services. By migrating routine transactions to digital platforms, IOB can optimize its workforce for high-value advisory roles, effectively lowering its cost-to-income ratio and strengthening its competitive standing against private and neo-banking institutions.