8 To 8 Banking

“IMPACT OF 8 TO 8 BANKING FOR UBI”.
Impact of 8 to 8 Banking For

Union Bank of India,
LALA LAJPATRAI COLLEGE OF COMMERCE & ECONOMICS 1

UNIVERSITY OF MUMBAI
A PROJECT ON
SUBMITTED BY
MS. PATNI DHARA ASHOK
47, NIRMAL NIVAS BLDG. NO.2, 5TH FLOOR, GOWALIA TANK,
MUMBAI- 400 036
PROJECT GUIDE: PROF. VIJAYA GANGAL
SEMESTER V
BACHELOR OF COMMERCE (BANKING & INSURANCE)
ACADEMIC YEAR 2007-2008
SUBMISSION DATE:
LALA LAJPATRAI COLLEGE OF COMMERCE AND ECONOMICS
MAHALAXMI, MUMBAI-34
TELEPHONE-2492 8240 / 41

CERTIFICATE
I, Prof. Vijaya Gangal, of Lala Lajpatrai College of Commerce &

Economics, hereby certify that MS. DHARA ASHOK PATNI student of T. Y.
Banking and Insurance, 5th Semester, have completed his project on
_________________ in the academic year 2007 - 08.
This information submitted is true and original copy to the best of my

knowledge.
Signature
(Prof. Vijaya Gangal)

ACKNOWLEDGEMENT
With great pleasure I would like to thank Prof. Vijaya Gangal, of Lala
Lajpatrai College of Commerce and Economics, for giving me the opportunity to
do this project on “IMPACT OF 8 TO 8 BANKING FOR UBI”.
I would also like to thank her for being an inspiration in the completion of
this project. She gave me their valuable advice and help without which this project
would not have materialized.
DECLARATION

I, MS. DHARA ASHOK PATNI the students of Lala Lajpatrai College of

Commerce and Economics, T. Y. Banking and Insurance, 5th semester, hereby
declare that I have completed this project on ________________ in the academic
year 2007 - 08.
This project submitted is true and original copy to the best of our
knowledge.
SIGNATURE OF STUDENT
EXECUTIVE SUMMARY

This research entails the study of impact of twelve hour banking undertaken
by various UBI branches- impact on their financial performance, customers and
other stake holders. The philosophy that Customer is king is apparently the major
reason for this increase in banking hours. Today, the customer is more demanding
than ever and only those organizations that can provide value for money and time
of their customers, can ensure customer loyalty. This study tries to throw light on
what has been the impact of the increase in banking hours on the UBI’s Dadar
branch- its income, expenses, profits, etc. The project also tries to analyse the
responses and reactions of customers, employees and managers to this service with
aid of questionnaires and personal interviews. The suggestions and feedback
about preferential timings by all the stakeholders are also found out.
The study aims to not only find out financial, marketing and human
resource aspects behind the decision to increase banking hours but also to find out
whether this is proving beneficial to the Bank. This has been undertaken in the
project by interviewing personally and through questionnaires all stake holders,
with respect to various essential parameters. Taking it further, they were asked
what are their comments, suggestions and complaints for and against this new
service and how this service can be made more profitable and beneficial.
Thus, the outcome of our project is two-fold, that is, firstly to gauge
whether this service has been beneficial to all its stakeholders, as well as to get an
insight into the wants of people in context with further increasing the benefits of
this service.
INDEX
TOPICS PAGE NO.

1. About the Company 1
2. Introduction 4
3. Research and Sample Methodology and Design 8
- Research objective 8
- Primary Research 8
- Sampling method 9
- Sample Size 9
- Method of Data Collection 10
4. Limitations of Study 11
5. Analysis of Questionnaire 12
- Customer questionnaire 12
- Employee Questionnaire 27
6. Analysis of Interview with the Managers 36
7. Financial Performance 41
8. Conclusion 45
9. Suggestions 46
Web site visited 47
1. ABOUT THE COMPANY
Union Bank of India (UBI) is one of India's largest state-run banks and is
also listed on the Forbes 2000. It was inaugurated by Mahatma Gandhi. Over the

years Union Bank of India has earned the reputation of being a techno-savvy Bank
and is one of the front runners amongst public sector bank in the field of
technology. It is one of the pioneer public sector banks, which launched Core
Banking Solution in 2002. The Bank's principal activities are to provide
commercial banking services which include merchant banking, direct finance,
infrastructure finance, venture capital fund, advisory, trusteeship, forex, treasury
and other related financial services. The Bank operates through 2082 branches in
India. Following is profile snapshot of UBI.
Company Profile: Union Bank of India
Ticker: 532477
Exchanges: BOM
2007 Sales: 80,690,000,000
Major Industry: FINANCIAL
Sub Industry: COMMERCIAL BANKS
Country: INDIA
Employees: 25421
Company’s Vision
To become the Bank of first choice in our chosen areas by building
beneficial and lasting relationship with customers through the process of
Continuous improvement.
UBI, Dadar Branch (SWOT Analysis)

STRENGTH:
• Location of the branch.(Commercial cum Residential area )
• Good Customer-Employee Relationship
• Mutual understanding and good rapport amongst the staff members
(employees).
• Good rapport between the Manager and Employees.
• Customer Satisfaction.
• ATM facility made available 24 hrs.
• Long standing branch since year 1959, thus great goodwill in market.
• Since it is an old branch it has many customers have their accounts with the
branch since many years.
• 24 hour ATM facility.
• Implementation of BASAL II Norms.
• UBI, Dadar Branch is a Core Banking Branch (CBS) i.e. it is connected by
net to other CBS branches.
WEAKNESSES:
• Insufficient Staff in branch to carry on 8 to 8 duty.
• Most customers feel that there is lack of space in office premises.
• Division of staff members into two shifts which increases work load on each
employee due to implementation of 8 to 8 timing in the branch.
• Due to various other tasks undertaken by bank, the branch’s focus has
deviated from its original tasks and thus a proper balance between both is
difficult to maintain.
OPPORTUNITIES:
• Tie ups with HDFC mutual funds etc.

• E-banking services available to the customers can help branch flourish.

• Personal Banking Systems including introduction of Credit Cards, Debit
Cards, International Debit Cards.
• UBI is a “CASH TREE” member bank. i.e. eleven banks :Bank of India ,
Dena Bank, Indian Bank ,Indian Overseas Bank, Syndicate Bank, United
Bank of India ,Bank of Rajasthan, Karnataka Bank Ltd., Yes Bank,
Dhanalaxmi Bank Ltd. And Union Bank of India has formed an ATM
network of banks.
• Low rate of interests for loans like housing loan, education loan, vehicle
loan, etc.
• Facilities like RTGS (Real Time Gross Settlement), DMAT, Online
Trading of Shares, International Trading Finance (for global business).
• Personal Banking, Internet Banking, Tele Banking, NRI Services offered
by the branch.
THREATS:
• Lack of armed security (armed guards on duty only between 9 to 3.30pm). It
is very risky to let customers use their Safe Deposit Lockers after 3.30 PM.
• Other Public Sector Banks and Private Sector Banks in the vicinity.
• Various strategies of Private Sectors Banks to attract customers.
2. INTRODUCTION
This report is an attempt to get an insight on the impact of increase in

banking hours today. Most PSU banks implemented the concept of 8 to 8 banking-
a twelve hour banking system, more than a year ago. Before we start with the
analysis of what has been the impact of this service, let us understand the reasons
behind its implementation. Following is a list of few reasons considered by these
banks while implementing this service:
• Finance Minister’s verdict: The Union Finance Minister P. Chidambaram
asked all nationalized banks, especially urban banks, to function from 8 AM
to 8 PM on all working days to serve different types of customers.
• Competition: With private banks like ICICI and PSU banks like Bank of
Baroda already implementing 12 hour banking, it becomes quite essential
for PSU banks like UBI to follow the trend in order to maintain their
clientele.
• Customer-centered convenience banking: Unlike old days, customers
today are more aware and demand prompt services. Also, they would like to
visit their banks as per their convenience. Thus, this decision is a completely
a customer centric move.
• To convey a subtle message: “We care for u (customers)”
• Attracting new clientele: A customer may be having an account with a
bank which works as per traditional timings; i.e. 10 AM to 5 PM. He can get
banking facilities even between 8 AM to 10 AM and after 5 PM, by opening
an account with UBI branch which offers twelve hour banking.
After going through the above reasons, we can say that twelve hour banking
is a necessity to survive in the banking industry.
To further prove that no bank today can afford to work as per traditional
timings, I have further prepared this Prisoner’s Dilemma model for UBI.
Note: The numerical figures used in the table are hypothetical. This is done in
order to get a better understanding of the model.

Prisoner’s Dilemma
Competitor’s
Strategy
Twelve hour Seven hour
banking banking
Twelve hour
UBI’s banking 1000, 1000 1500, 500
Strategy Seven hour
banking 500, 1500 700, 700
What is prisoner’s dilemma?

It is a situation, under which there are two firms and each firm adopts
its dominant strategy. A dominant strategy is the decision that gives the best result
for either party regardless of action taken by other.
Now, as can be seen in the above table, there are four situations for each firm.
1) Both UBI and competitor firm implement twelve hour banking system: Both
earn Rs.1000 as yearly profit.
2) Both UBI and competitor firm adopt the system of seven hour banking and
both earn just 700 as yearly profit.
3) UBI adopts twelve hour banking and competitor continues with traditional
seven hour banking system. As a result, UBI earns Rs.1500 as profit and
competitor firm earns just Rs.500. The extra income of UBI may be
attributed to customers of competitor opening an account with UBI.
4) Competitor adopts twelve hour banking and UBI continues with
traditional seven hour banking system. As a result, competitor earns Rs.1500
as profit and UBI earns just Rs.500.
Thus, the dominant strategy for both, competitor and UBI is to have a twelve
hour banking system. In a nutshell, no bank can survive without ensuring that its
customers get better facilities than its competitors.

But before we proceed further it is important to note that this service has not
only had impact on customers or on income and expenditure of bank, but also on
other stake holders as well. The diagram below gives an idea about the scope of
this impact on different stakeholders.
8 to 8 Banking
UBI Management Customers UBI Employees
Students Business Housewives,

etc.
Big Corporate
Sole traders Companies
Service class
Thus, as can be seen in the above figure, increase in banking hours has had
impact not only on customers, but also on employees, managers and financial
performance of bank. Further this impact has not been same in case of all
customers. While some customers under the business class may have benefited the
most, some of those under the student category may have been hardly affected by
this service. Therefore, through this study, I will also try to throw some light on the
extent of impact on different stakeholders.

3. RESEARCH AND SAMPLE METHODOLOGY AND DESIGN
3.1 Research Objective
• To understand the need for increase in banking hours.

• To understand the impact of this service on:

 The financial performance of UBI, Dadar branch

 Industry as a whole
 Customers
 Employees
• To provide suggestions to further increase the benefits of this service.
3.2 Primary Research

The concept of twelve hour banking was introduced by most nationalized
banks almost a year ago. With just one year of its implementation, there has been
lack of sufficient secondary data. Hence, the primary research was conducted by
observing and interviewing customers who visited the bank. They were also
requested to fill a questionnaire to further help us with their responses. This
customer questionnaire was also emailed to certain target audience in order to
cover customers of not only UBI but also those of other banks. This same method
was applied in all the branches I visited. The employees and managers at these
branches were also interviewed. A questionnaire was also given to employees to
fill.
Also, in order to gauge the financial impact of the service at Dadar branch, I
studied the financial statements of the branch.
The data collected was then analysed and the findings were used to facilitate
us in getting an insight about the impact of this new service.
3.3 Sampling Method

3.31: For Customers: The sample would comprise any customer who walked in
during the banking period. In order to cover customers who were more in
habit of internet banking and ATM’s, questionnaire was emailed to them. In

this case, I took help of family and friends. Also, in order to get variety of
responses I made sure that customers from different professions and home
makers were all included in sample.
3.32: For Employees: All those who work at UBI (Dadar branch) were covered.
The sample also includes two employees on an average from all other
branches that I visited.
3.33: For Managers: Managers of all the branches I visited were also interviewed.
3.4 Sample size

3.41: For Customers: The total number of customers who were tracked includes
64 at the Dadar as well other branches of UBI. Also, the customers who
replied to my online questionnaire were 43 . Thus the total sample size for
customers is 107.
3.42: For Employees: The sample includes a total of 35 employees
3.43: For Managers: The sample comprises 4 Managers of all branches I visited.
3.5 METHOD OF DATA COLLECTION

• Questionnaire
Questionnaire is a formalized instrument for asking information directly
from the respondent and concerning behavior, demographic characteristics, level of
knowledge and/or attitudes, beliefs and feelings. I have collected the primary data
through questionnaires administered to our target audience. Structured and direct
questionnaires were framed as they produce more reliable results than unstructured

questionnaires. It reduces the chances for the interviewer to influence results

through different phrasing of questions or different judgment of answers. In order
to involve all types of respondents these questionnaires were emailed as well as
given to respondents in the bank. Both the questionnaires, i.e. for employees and
customers included both optional and open ended questions. In this case I did not
disclose the object of the survey since I felt that if the respondent comes to know
the object of the survey, he may not be objective in giving the necess information
and, as such, the purpose of taking the research would be defeated. I was therefore,
very particular not to divulge the purpose of the investigation.
• Interview :
I selected structured direct interview. The interview was a one-to-one or
face-to-face interview or a personal interview. The response of the respondents is
better and even personal questions can be asked in a convenient manner, which
improves the quality of the research work.
4. LIMITATIONS OF THE STUDY
• Most employees which were interviewed had a bias against increase in the
working hours. This is mainly because of the usual human tendency to resist
change. Such attitude created difficulties in extracting correct
information from them.

• Some customers were not interested in sharing their experiences due to

limitation of time and similar reasons.
• The results are based on the assumption that the information provided by
respondents is correct and true.
• The lack of secondary data created difficulties in getting research help.
• Sometimes the customers felt conscious of the fact that they were being
interviewed as they were not sure whether to reply to my queries or not.
• Certain information like that of total vouchers for year 2005 was not
available. This created problems in estimating the impact on the
performance of the Dadar branch.
• It has been just about one year since implementation of twelve hour banking
in most branches of UBI. This period is too short to understand what could
have been the financial impact of this decision.
• The Balance Sheet of the UBI, Dadar Branch does not show the exclusive
values of the Advances and Loans received by the customers of the Dadar
branch. The disbursement of Advances is done through Central Processing
Center which is at Dadar branch.
• Hence, all advances disbursed by all other UBI branches of Mumbai are
recorded in Dadar branch’s Balance Sheet.
5. ANALYSIS OF THE QUESTIONNAIRES
5.1 CUSTOMER QUESTIONNAIRE:

The questionnaire is a combination of open ended, single option and
multiple option questions. It has been divided into two sections. The first section
mainly tries to find out responses directly related to their visit to their bank. The

second section aims at finding out if customers find use of e-banking, tele-banking,
ATMs more convenient rather than visiting their bank. It also aims to find out the
popularity and flexibility of customers with plastic money. Following is the detail
analysis of the responses to these questions.
• Age group of sample:
Age Group
24% 27%
49%
Below30 Between30to60 Above 60
The age was asked in order to determine the age group of the respondents to
separate them into different groups.
This helps in finding out the percentage of senior citizens. During the
observation, it was noticed that the majority customers coming into the bank
during early morning hours were pensioners.
• Occupation

Occupation
9% 20%
13%
7%
51%
Student Housewife Service Business Retired
From the above chart we see that about 50 % of the customers visiting the
bank are service class. This class also includes the people who work under some
sole trader or firm. Many of them are sent by their bosses/superiors to bank to
handle the banking work of their shop. This means that those in service class may
not have visited the bank for their own work, but rather for the work of shop they
work for. Also, it was observed that the respondents in this category usually came
after 10.30 AM, as that is the usual time of shops opening. Students, who formed
the next category, included those students who visited the bank to get Demand
Drafts for fees payment, etc. Also, this category includes those students who are
not very conversant with internet banking and ATMs.
The respondents under the business category included those who had some
business unit of their own. As per the observation, the respondents under this
category usually visited the bank before 10 AM. The reason cited by them was that
it is convenient to finish banking work before going to work. Another category
was that of housewives. The only pattern that I observed in this category was that
they visited the bank usually between 12 PM to 7 PM. The last category comprises
of the senior retired citizens who visited the bank to collect their pension. These
customers usually visited the bank as early as 8.30 AM. The reason they cited was

that there were less chances of waiting in queue as not many customers visiting the
bank between 8.30 AM and 9.30 AM.
As mentioned earlier, the questionnaires are into two sections. The first
section mainly deals with the questions which are directly related to the visit of
respondents to their bank. Following is the analysis of the first section.
SECTION I
• What type of accounts you have in this/these banks?
Account holders
80
60
Number
40
20
0
Current Savings Pension Fixed
Series1 51 68 8 12
Types of Accounts
As can be seen in the above chart, 51 of the respondents hold a current

account. Of this 51, majority respondents belong to the Dadar Branch and some of
them also hold savings account with the branch. The UBI, Dadar branch is in a
commercial cum residential area. From small shop keepers to big showroom
owners, almost all have a current account with the branch. Also, most of the
employees working in these shops and showrooms hold a saving account with the

branch. As this question is a multiple choice question, the respondents had the
option of marking all the types of account they hold.
• What is the main reason that you typically visit your bank branch
(please choose the single most important reason)?
Reasons to visit bank

16%
40%
32%
8% 4%
To make deposit
To get advice for investment decisions
To enquire about balance
To withdraw cash
Other
As can be seen from the above pie chart, majority customers visit a bank for
deposits and withdrawals. Majority of these respondents belong to business class
who deposit their daily earnings into bank and most of their transactions are
through bank.
Very few customers visit bank to get advice with investment decisions. In
option of other most people said they visited bank for pass book update, for
making drafts and for bill payments. This question aims at finding out for which
services customers mainly visit a bank branch.

• What are your bank’s working hours?

Bankhours
22%
52%
26%
8AMto8PM 9AMto5PM Don’t know
Among the respondents, 52 % said that their bank functions for twelve
hours, i.e. 8 AM to 8 PM. But, what was most surprising that as many as 22 % did
not know as to what are their bank’s timings. Many of them were customers of
UBI. This is a very important point. Most UBI branches had implemented twelve
hour banking service a year ago, but still not all customers were aware about it.
This may be because of lack of proper promotion of this service. Many customers
were least bothered about the increase in timings and felt there was not much
improvement in bank’s services.
• Your bank is located near,
BankLocation
7%
42% 51%
Your office area

Your residential area
Neither near your office areanor near your residential area

The above questions aims to find out the location of bank and how close the
customer is to his/her bank. As per the observation many of the shopkeepers in
Dadar (W) have their account with UBI Dadar branch. Dadar being a central
location attracts many customers from nearby areas as well.
Such situation is likely to create rush. But the twelve hour banking has
prevented too much rush at any particular point of time and hence reduced pressure
on employees as well as customers. Also, in case of bank being closer to
customer’s residential area provides flexibility to customers (especially
housewives and students) to visit the bank as per their convenience. Hence, now
customers can take advantage of their bank operating for more hours.
• How frequently you visit your bank?
Visit Bank
41% 35%
15% 9%
Everyday Every alternate day

Once a week Once/twice everymonth
The above chart aims to determine how frequently customers visit their
bank. As can be seen from the chart, 41% respondents visit their bank once or
twice in a month and 15 % visit bank once a week.
The major reason cited by these respondents for not visiting bank frequently
is availability of options like ATMs, e-banking and telephone banking.

These respondents visited their bank as per their convenience and

requirement. Rest 44% respondents included those businessmen who visit their
bank everyday or every alternate day. But again most of the respondents in this
44% visit the bank between 10 AM to 2 PM.
• In your bank, you….

Service time
39%
61%
alwayshave towait inlongQueuestoget service

don’t needtowait much, asservicesare prompt.
The above chart aims to determine if the increase in banking hours has
reduced rush of customers at any particular point of time. 61% respondents say that
they don’t need to wait much now. Among these 61% respondents, most
complimented the bank for having increased the banking hours. Few of their
statements are as under:
"Previously it was a case of waiting long for your own money. This new
service is customer friendly and efficient."
“Earlier we had to stand in long queues, but now we are spared that. This is a
positive change.”
But, 39% respondents say they always have to wait in queue to get service.
Of these 39%, most of the respondents visit the bank between 10 AM to 2 PM.
This indicates that despite increase in banking hours, many respondents do not take

advantage of service. Apparently, the reason behind this is that most shops open
after 10 AM and cheque collection period is till 12 PM.
• What are the various problems you face while visiting your bank? (For
eg. Slow service, etc.)?
This question was asked to get feedback from respondents about various
problems faced by them.
The responses include not only those problems that should had reduced after
increase in banking hours, but also those problems which are directly related to the
performance of bank. It is highly important that the services provided by bank are
utmost professional and directed towards customer satisfaction. Increase in
banking hours will be most profitable only when such professional environment is
ensured.
Following is the list of few responses:
1) Many times printing machine at bank is not functioning.
2) New account can not be opened after 5 PM. What is the use of bank being
open till 8 PM
3) I deposited cash at 9.30 AM in my bank account. At 10.30 AM, I went to an
ATM machine to withdraw some money. To my surprise, there was no
change in my balance!
4) The cheque clearing time is very limited. With increase in banking hours,
this facility should also be extended for more hours.
5) Sometimes the person responsible to provide a certain service is not on his
desk. In such case, nobody else comes to the aid of customer.

6) Many times employees keep chatting among themselves, not realizing that
the customer wants his work to be done as soon as possible. Also, customers

are waiting in the queue get irritated because of this unprofessional attitude
of bank officers.
7) I had asked the bank to issue me the cheque book, almost 3 months back. I
have still not received the cheque books. Besides, there has been no proper
explanation from the bank officials for such negligence.
8) There should be separate counter for services like getting pass book updated.
Note: The above list may include some responses which are beyond
management’s control. For e.g. limited cheque clearing time
SECTION II
• Do you use Internet Banking services?
e-banking
50% 50%
Yes No
As can be seen from the above chart, 50% of the respondents make use of
internet banking services. It is a fact that today more and more customers are aware
about use of e-banking services and this trend will continue in future. There is high
probability that in near future, more and more people would prefer internet banking
to traditional banking. Under such condition, twelve hour banking facility may not
be of much use as customers would not visit their bank too often.

• Do you find Internet Banking more convenient rather than visiting your
bank for services?
e-convinience
30%
50%
9%
11%
Yes No Cant Say NA
As mentioned earlier, customers find e-banking more convenient than

visiting their bank. This is evident from the fact that of the 50% using e-banking
services, 30% find the service more convenient than visiting their bank.
• What banking services do you use which your Internet bank offers?
(Please check all you are currently using)?
e -serv ice s Se eking product and rate

information
Calculate loan payment
information
2%
0% 7% 1%
1% 9% Download loan
15%
applications
Download personal bank
transaction activity
Che ck balances on-line
25%
36%
4% Apply for consumer loans
or credit cards online
Inte r-account transfe rs
On-line bill payments

The above chart determines the different types of e-banking services that
customers use. About 36% said they used it to check their balance online and 25%
of them use it for inter account transfers. Again, this bolsters my point that many
customers find e-banking more convenient than traditional banking for certain
transactions
• Do you use Telephone banking services?

As per the interview, 73% respondents do not use telephone banking facility.
This can be attributed to the fact that there is not much awareness about the
facility. Many of the respondents did not have any idea if their bank provides this
facility.
• How frequently do you use telephone banking services per month (for
example, balance inquiry, fund transfer between accounts)?
Tele-BankingFrequency
27%
38%
4%
27%
4%
Lessthan1 1to3times 3to8times 8to12times over 12times
As can be seen from the above chart, only about 38% of respondents who
use telephone banking services use it frequently. Apparently, even those using
telephone banking services are not very comfortable with its usage. Thus, we can

say that telephone banking, until now, has not posed any competition threat to
traditional banking methods.
• Do you use Automated Teller Machine (ATM) facility of your bank?

ATM
17%
83%
Yes No
The above chart shows that 83% of respondents use ATM facility. The 24
hour availability of the ATM service and user friendly procedure makes it popular
among all customers alike. The fact that people prefer ATMs more than visiting
the bank is further bolstered by the following comment of a customer:
"For emergency services like cheque collection, I think it is a good
proposition to keep the bank's branch open till late evening. But with the 24-hour
ATMs and also Internet banking, I don't feel the need for extended hours of
banking at every branch. Certain branches at key commercial areas will be very
helpful."
Also, most customers prefer using ATM service for most of their
transactions as this helps them in following ways:
a) They usually don’t have to wait in long queues.
b) If it takes 5-7 minutes to withdraw cash at bank counter, it takes
almost less than 2 minutes to withdraw from an ATM machine.

c) (This has been verified by observing 5 customers and recording time

required for transactions)
d) ATM machines can be operated at any time of the day. One can
withdraw money even at 2 AM, in case of an emergency.
• How frequently do you use an ATM?
ATM Frequency
13% 3% 10%
74%
Everyday Every alternate day

Once every week Once/twice a month
As can be seen in the above chart, 74% respondents use ATM service at
least once every week. Also, these respondents were further of the opinion that if
all banking transactions could be done through ATM, they will prefer ATM rather
than visiting the bank. Again, under such conditions, increase in banking hours has
not had much impact on customers who use ATM facilities.
• What are the difficulties that you face in using ATM/ Tele-banking and
internet banking services?
The above question was asked in order to know the limitations of ATMs,
internet banking and telephone banking. Although, these facilities form an
important part of banking today, their limitations ensure that customers visit their

bank. This point is further bolstered by the following interesting comments made
by customers.
"Even though it is now possible to draw money through ATMs and purchase
demand drafts through the Internet, the increased working hours can improve use
of facilities like safe deposit lockers, which can be accessed only at the bank.
There is a monetary limit imposed for drawing money from ATMs and higher
amounts can be withdrawn only from a bank. Other non-banking operations like
insurance advisory services can be possible in the extra hours. The longer working
hours are particularly beneficial to those who do not access the Internet."
“We had to visit our branch at 7.30 p.m to draw some bulk cash - for making
some payments in a land deal the next day (more than what was permitted by the
ATM). Thankfully, banks are open longer now and we didn't face a problem."
Also, following is the list of few common problems faced by customers
while using these services:
a) AT M machine not working.
b) Only up to 15000 can be withdrawn from the ATM machine in one
transaction.
c) Many times, while using Internet banking, either the bank site is not
accessible or links are not working.
d) Internet banking is quite complicated for new users.
e) All these services are impersonal, i.e., one will only communicate by email
or telephone or operate ATM machine. Those who prefer a personal service
and face to face communication this banking may not work for them.
f) While providers work very hard to keep their sites up and running 24/7,
there is no guarantee a site will not crash. To make sure you can still carry
out any banking you need make sure you know your provider’s customer
services phone number.
• Any suggestions related to timings and services of your bank?

Following is the list of some suggestions given by customers:
a) We are happy that the bank is open for twelve hour now. This gives
flexibility in visiting the bank at any time of day. Keep it up!
b) Although banking time has been increased, employees behave in a typical
PSU employee manner. Unless the attitude of professionalism sets in,
customers will always keep complaining about bank and its services. This
negative word of mouth publicity will eventually lead to many customers
opting for private banks.
c) Although banking hours have increased, infrastructure remains the same.
There is just one printing machine for making pass book entries, and many
times that too is out of order.
d) There should be more counters for different kind of services and senior
citizens should get proper assistance.
Now after having studied the customer responses, we move on to analyse
the responses of the other stakeholders- the employees.

5.2 EMPLOYEE QUESTIONNAIRE

This questionnaire is a combination of open ended and single option and
questions. It has been divided into two sections. The first section mainly tries to
find out responses directly related to the employee’s department. The second
section aims at finding out responses related to bank as a whole. Following is the
detail analysis of the responses to these questions.
• Do you think that 12 hour banking has benefited your department?

Employee opinion
4%
21%
75%
Yes No Can't Say
As can be seen from the above chart, 75% employees are of the
opinion that increase in banking hours has not benefited their department. The
reasons they gave are as under:
a) The department does not provide services for twelve hours.
b) Customers to the department have not increase. Because of increased hours
customers now visit as per their convenience.
c) There has been no increase in the income of department.
d) Not many customers come after 5 PM.
e) On the other hand 21% say that there department has definitely benefited
because of increase in working hours.

• Does your department provide services for entire 12 hours?
Department timings
43%
57%
Yes No
As can be seen from the above chart, 57% employees work in those departments
which do not provide services for complete 12 hours. These departments include
clearing department, advances department, deposit department, loan department,
pass book department and few more. Many customers feel that it does not make
sense if the bank is open for extra hours but only for few services. But, what is
more important to note that most of the branches are under-staffed for twelve hour
banking. Same set of people working for twelve hours at stretch, may lead to
inefficiency at work.
• Has extended hours of banking increased the number of customers to

your Department?
As can be seen in the above chart, 59% employees believe that extended
working hours have not increased the customers to their department. But now same
number of customers is spread through out the whole twelve hours. This may have
proved beneficial for some departments as this definitely reduces pressure of
handling too many customers together. But the flipside is that, customers coming
in as per their convenience also lead to idle time in certain departments. On the

other hand, 23% respondents believe that increased working hours has definitely
increased the number of customers to their department.
• Kindly mention which days of the week there is most rush. Why?
This question was asked in order to know as to which days of the week,
employees are busy for whole twelve hours. The reply of most employees, as
expected, was Monday. Sunday, being a holiday, creates a lot of rush on Mondays.
In case of public holidays also, there was heavy rush on a day before and after the
holiday. Also, Saturday was also one day when there was most rush. This is
because Saturday is the last working day of week and the bank also closes 5 PM.
But, again, as per my observation rush is always more between 10 AM to 5 PM.
• Do majority customers come as per traditional timings of 9 AM to

5PM?
Customer time
9% 5%
86%
Yes No Can't Say
As I mentioned earlier, most customers visit their bank between 10 AM to 5

PM. As per my observations, between 8 AM to 9 AM and after 5 PM, only few
customers visit the bank. As many as 86% employees agree with my observation.
This seems to be a major point of concern. If the employees have to sit idle for

long periods, it will only lead to inefficiency and frustration. Also, if the bank is
open till 8 PM and there are not many customers walking in after 5 PM, it is only
increasing the expenditure of bank.
SECTION III
• Do you think your customers are more satisfied now, as there is

flexibility in visiting the branch due to increase in banking hours?
Customer satisfaction
17%
45%
25%
13%
Yes No Can't Say Nochange incuctomer's response
As many as 45% employees believe that customers are more satisfied now.
Many customers had personally expressed this feeling to the employees. The fact
that they have more flexibility in visiting their bank has increased customers’
satisfaction. But on the other hand, 30% employees said there was no change in
customer satisfaction.
This was mainly because many times customers walk in after the closing
time of the department, they want service from. In such case, they get disappointed
and usually have one thing to say- “What is the use of an 8 to 8 bank, if it can’t
provide service!”

• Do you feel that this service has increased the branch expenses and
hence is putting extra burden on the branch?
Branchexpenditure
4%
13%
83%
Yes No Can't Say
As can be seen in the above chart, 83% employees believe that 8 to 8

banking has increased more expenses than income. They were of the opinion that
the electricity expenses and administrative expenses must have increased as the
branch was now working for about five extra hours. Also, with not much increase
in customers and business as such, they felt this was proving to be burden on their
branch.
• Which banking functions/products have benefited the most because of

this service?
Most employees said that there was increase in cash transactions- deposits,
withdrawals remittances, etc. Also, there was increase in cheque related
transactions. Customers for Demand drafts, Savings Account, Current Account,
Pension account, bill payment, etc. have increased. Not much difference has been
noted for other services.

• Has the extended hours of banking increased the number of customers

to the branch?
Client increase
13% 22%
65%
Yes No Can't Say
In the first section, I had asked the employees if there was increase in the
number of customers to their department, about 60% replied in negative. Again,
65% employees believe that there has been no increase in the number of customers
to their branch because of extended hours of banking. 22% employees believe that
there has been some increase in customers coming into the branch.
Those among the 65% class said that customers now walk in as per their
convenience. Hence, now the existing customers were distributed through out the
day. But, there was no increase in the number of customers to the branch.
• Has increase in banking hours increased the service time to customers?

Service time
9%
48%
43%
Yes No Can't Say

As can be seen in the above graph, 48% employees believe that increase in
banking hours has increased the service time to customers. They were of the
opinion that increased working hours make them feel tired towards the end of the
day. They try their best to stick to standards, but increased working hours lead to
loss of concentration and eventually lead to increase in service time. 43%
respondents believe that there has been no increase in service time. But, it must be
noted that most employees among these 43% work in those department that do not
provide services for full twelve hours.
• With ATM’s / Internet Banking made available to customers, is there a

need for this service of 12 hour banking?
4% 13%
83%
Yes No Can't Say
As can be seen in the above chart, 83% employees believe that availability
of ATM and internet facility nullifies the need for twelve hour banking. Most have
already pointed out that customers prefer using these facilities to visiting their
bank. Also, after 5 PM there are not many customers walking into the bank. This is
mainly because a lot of transactions can be managed through their ATM or internet
banking facility. 13% employees are of the opinion that although customers have
the facility of internet banking and ATMs today, a lot of transactions can be done
only at the bank premises. They believe that by being open for twelve hours they

are sending a message to the customer that they care about the customer and
customer satisfaction is their top priority.
• Given a option, which one will you prefer of the following:

i. Working at a 9AM to 5 PM branch at current salary.
ii. Working at a 8 AM to 8 PM branch at current salary.
E m p lo yee prefe renc e E m ploy e e pre fe re nce
21
14
10
3
9 to 5 b ra n c h 8 to 8 b ra n c h 9 to 5 (cu rre n t salary) 8 to 8 (h ig h e r sa lary)

Se rie s 1 21 3 Se rie s1 10 14
S eries1 Se rie s 1
As can be seen from the above charts, most employees would like to work in
a 9 AM to 5 PM branch. About 60% say that they would not mind working in a 8
AM to 8 PM branch, only if they are paid sufficient compensation for working
extra hours. Most employees believe that the compensation
currently paid is negligible. As per my observation, most employees do not want
to work in a twelve hour branch. Following reasons give explanation for such
behaviour. :
a) Change: The word speaks for itself. As it is said that government employees
are always wary to changes. Sadly this is true in case of UBI employees
also.
b) Familial reasons: Working in a twelve hour branch can be very taxing on a
family person. These employees leave early from home and reach late. They
get hardly any time to spend with their family.
c) Motivation: Monitory incentives are inadequate.
• Your suggestions:
Following is the list of few suggestions given by employees:
a) Staff strength should be increased in order to proper delivery of services.
b) Armed security should be there till closing of bank.
c) There should be two batches of staff to avoid work overload on same set of
employees.
d) The compensation paid to employees working in a twelve hour branch
should be adequate.
After having studied the responses of employees, we further study what
managers had to say about twelve hour banking at their branches. I and my
colleague interviewed the managers of three branches, where 8 to 8 banking has
been implemented. We also interviewed a manager of 9 to 5 branch, in order get
his opinion on twelve our banking. Following is the list of various questions asked
to these managers and the analysis of their responses for the same.

6. ANALYSIS OF INTERVIEW WITH MANAGERS
• Why do you think 8 to 8 was implemented?

Following were few responses to above questions:
a) Basically 8 to 8 was implemented due to finance minister’s
recommendation that all nationalized banks should function from 8 AM to 8
PM on all working days.
b) Emergence of Private Banks has led to increase in competition and the
various strategies like implementation of 8 to 8 by these Banks has forced
the nationalized banks to follow the trend.
• What are your views about this service?

There was a mixed response to the above question. Most managers said that
the service had increased more expenses than income of branch. They felt that the
service can be helpful provided that there are as many customers visiting the
branch. If only few customers walk in the bank, during these additional hours it
causes frustration among subordinates. On the other hand, when customers are
less, employees can utilize the time for clearing of pending work.
• Do you think your branch requires extended hours of working? Why?

Few managers were of the opinion that their branch does not require 8 to 8
banking. They said that there were not enough customers visiting the branch during
the additional hours. Hence there was not enough increase in business. On the
other hand, few were of the opinion that their branch needed an increase in banking
hours. Their branches are at prime locations of city and extended hours of banking
mean more convenience to customers which eventually will lead to more business.

Also it was possible for the manager now to ask an employee to complete certain
task after 5 pm which wasn’t possible in traditional timings.
• What should be ideal hours of working for your branch?

As mentioned in the above question few managers believe that 8 to 8 timing
is not having positive impact on their branch. They believe that ideal time for their
branch should be 9 AM to 5 PM. This will not only ensure that bank employees do
not feel overloaded with work but also it will ensure that work is done as per
standards. While on the other hand, few managers believe that 8 to 8 timing is most
ideal to improve business and help them compete not only with other PSU banks
but also the private players.
• Has your branch benefited from this? Have the profits of branch
increased? What has been the impact on expenditures?
All managers were of the opinion that their branch can only benefit if more
customers walk into the bank. The more customers are satisfied, the more is the benefit to
the bank. But it is also important to note what the location of branch is. A commercial
cum residential area is an ideal location for an 8 to 8 branch. Here, office goers can opt to
visit their branch before leaving for office in the morning and after coming back from
work. Also, those in nearby residential area can visit branch as per their convenience.
But, in an area having shops and showrooms only, there is hardly any possibility of
customers visiting the bank during early morning or late evening. Hence, those branches
which are located at prime locations have an opportunity to increase business. However,
all managers also feel that the profits their branch has made in the past year can not be
directly attributed to increase in banking hours. Also, they all agree that expenses of the
branch have increased. This is because all electric appliances are operating throughout
the twelve hours. Also, there has been increase in administrative expenses.
• Do your subordinates complain about these new timings? How hard it is to

keep employees motivated? What should be the compensation to employees for
working for extra hours? Should employees be working in shifts or for longer
hours?
All managers told us that their subordinates usually do not complain about the new
timings. This is because not all employees have to work for full twelve hours. But there
was definitely some frustration among the employees. The reasons could be work
overload, frustration due to disruption in social and family life, frustration due to being
idle when there were no customers and last but not the least typical resistance to change.
Few managers were of the opinion that it is hard to motivate employees to accept
this change happily because monitory incentives were just not adequate. On the other
hand, one manager said that money should not be the only motivator.
Employees should realize that bank has always worked for their welfare and it is
time that the employees paid back. The manager was of the opinion that many employees
had developed a complaining attitude and were always resistant to change. This attitude
can be improved by proper orientation of service-its pros and by proper counseling of
employees.
All managers were of the opinion that only selected services should be provided
through out the day and for the rest there should be fixed timings. Also, for departments
working for complete twelve hours, employees should work in two shifts. This will
ensure that standards are maintained and employees are also satisfied.
• Has there been reduction in complaints from customers?

Most managers were of the opinion that complaints from customers might have
increased. This is because; more exposure leads to increase to complaints. Also, many of
these problems may be of uncontrollable nature. Various services like opening of
accounts, issuing drafts etc cannot be done for complete 12 hours. Such services can only
be provided during 10 to 4 timings. Customers get annoyed when they visit their bank
and can’t get the service they want. Also, this facility was implemented just about one
year ago and it is quite natural that it will take time to adjust the systems as per new
requirements.
• How this has increased your responsibilities?

Being managers of an 8 to 8 branch is not an easy task. There are customers who
are ever complaining and there are subordinates who are not very happy working for
extra hours. It is very important that managers are always motivating the employees and
also make sure that customers get prompt service. The extended hours of banking have
definitely increased their responsibilities. Also, there is extra responsibility that business
of the branch increases.
• Has there been reduction in complaints from customers?

Most managers were of the opinion that complaints from customers might have
increased. This is because; more exposure leads to increase to complaints. Also, many of
these problems may be of uncontrollable nature. Various services like opening of
accounts, issuing drafts etc cannot be done for complete 12 hours. Such services can only
be provided during 10 to 4 timings. Customers get annoyed when they visit their bank
and can’t get the service they want. Also, this facility was implemented just about one
year ago and it is quite natural that it will take time to adjust the systems as per new
requirements.

• Which type of customers have benefited the most, individual/ sole

trader or corporate?
Both small shop owners and corporate companies have been benefited due to
increase in banking hours. This has given them flexibility to visit the branch as per
their convenience. Also, individuals like pensioners, students and housewives have
been benefited by the service.
• Your suggestions regarding 12 Hrs Banking:

Following is a list of few suggestions made by these managers:
a) Young and more professional staff will help in better implementation of the
twelve hour banking concept.
b) Customers’ presence is most important in 8 to8 branch. While implementing
8 to8 banking, it is very important to analyse whether branch requires extended hours
of working.
c) In those branches where frequency of the customers visiting the branch is
high and in case of branch being located in a residential cum commercial area, 8 to 8
banking should be implemented. But branches were there are less customers, 8 to 8
banking will only lead to loss due to increase in various expenses like electricity
charges, telephone bills, etc. Thus 12 hours can be beneficial only to few selected
branches.
d) To ensure proper delivery of services, staff strength must be adequate.
e) Since ATM and internet banking are made available to customers, there is
no need to increase the banking hours.

7. FINANCIAL PERFORMANCE
We have analysed the responses of various stake holders, but in order to

reach proper conclusion we needed to analyse the financial performance of UBI,
Dadar branch. The twelve hour banking was implemented at the start of year 2006.
Hence, the analysis has been made by comparing two years- year 2005 and 2006.
Note: All figures are in Rs. Crores.
• Total expenditure:
Total Expenditure
0
March June March June March
Sep '05 Dec '05 Sep '06 Dec '06
'05 '05 '06 '06 '07
Total Expenditure 3.457 0.839 2.01 2.888 4.198 0.869 2.135 3.136 4.628
As can be seen from the above chart, there is a consistency in trend of

expenditure. The total expenditure increases in both the year after the month of
June and keeps increasing till March and then falls again for next three months.
Total expenditure was Rs.10.504 Crores in year 2005, while in 2006 it was
Rs.10.768 Crores. This implies that there has been an increase of about 27 lakhs. It
should be noted that many employees had pointed out that total expenditure has
increased mainly as a result of electricity expenses.

Hence, next we analyse the electricity expenditures.

• Electricity expenditure:
ElectricityExpenses
0.6
0.5
0.4
0.3
0.2
0.1
0
Marc June Sep Dec Marc June Sep Dec Marc
h'05 '05 '05 '05 h'06 '06 '06 '06 h'07
ElectricityExpenses 0.081 0.124 0.216 0.225 0.376 0.01 0.215 0.035 0.489
As I had mentioned before, many employees believe that the electricity

expenses must have increased manifolds. They said that this was because all
electric appliances in the bank were now operating for twelve hours. The electricity
expenses in year 2005 were about Rs.64, 60,000 and that in year 2006 were about
Rs.63, 60,000. This means that there has been reduction of Rs. 100, 000. But, it
should also be noted that electricity expenses have sharply risen since December
2006 and in fact peaked as high as 50 lakhs approximately.
• Total Deposits:

Total Deposits
90
80
70
60
50
40
30
20
10
0
March March March
June'05 Sep'05 Dec'05 June'06 Sep'06 Dec'06
'05 '06 '07
Total Deposits 68.16 69.357 72.236 72.41 72.21 76.01 78.459 72.057 47.142
As can be seen from the above chart, total deposits for year 2005 were
Rs.282.16 Crores and that for year 2006 were Rs.298.76 Crores. This implies there
has been an increase of Rs.16.6 Crores within the first year of implementation of 8
to 8 banking. Quite a few people have opened their savings and current accounts
with Dadar branch after the implementation of twelve hour banking. This may be
because the banks they already had accounts with, do not provide this service.
Hence, this increase in deposits may be attributed to 8 to 8 banking system, at least
to certain extent
• Total Income:
Total Income
0
March June March June March
Sep '05 Dec '05 Sep '06 Dec '06
'05 '05 '06 '06 '07
Total Income 4.445 0.315 2.604 2.9357 5.177 0.373 2.825 3.24 6.11

The total income for year 2005 was Rs. 10.2997 Crores and in the year 2006
it was Rs 11.615 Crores. This implies an increase of about 1.5 crore. We can not
attribute, with surety, this rise in income to increase in bank timings as there can be
other reasons as well. In order to further understand if this rise could have been
because of 8 to 8 banking, we analyse the profits of the branch.
• Total Profit:
Total Profit
1.6
1.4
1.2
1
0.8
0.6
0.4
0.2
0
March'05 March'06 March'07
Total Profit 0.9882 0.9792 1.48
The twelve hour banking was introduced in the year 2006 at Dadar branch.
Hence, here we compare the profits of year 2005-06 and 2006-07. As can be seen
in the above chart, there has been a phenomenal increase of about Rs. 50 Lakhs in
profits in the year 2006-07 as compared to previous year. Now, saying that the
phenomenal jump of profit is because of increase in bank hours, may be lacking
proper evidence. But again, it can be seen that there is not much difference in the
profits of year 2004-05 and year 2005-06. In both these years, bank was
functioning for seven hours.

8. CONCLUSION
There is no doubt that within just one year of its implementation, 8 to 8

banking has had quite a significant impact on employees, management, income,
expenditures as well as on customers of the bank. It has not only given UBI a fair
chance to compete with the other PSU banks but also to counter competition from
private players. While many employees are not very happy because of extended
hours of working, customers felt that the facility gave them flexibility in visiting
the branch. Customers like office goers, housewives, pensioners, students have
benefited the most because of increased banking hours. On the other hand, not
much difference has been noted among shop owners and businessmen. Though
many customers are happy that banking hours have increased, they want that all
services should be provided. Most employees are unhappy to work for extended
hours as they are not satisfied with the current compensation scheme. Although, 8
to 8 banking helps UBI to counter competition from other banks, it faces internal
competition from facilities like internet banking and telephone banking. ATM,
internet banking and telephone banking provide an option to customers for not

visiting their bank. A customer not visiting their bank leads to idle time and this
increases frustration of employees. As far as financial performance is concerned,
there has been substantial increase in the profits of the Dadar branch. But, in order
to attribute this increase in profits to 8 to 8 banking, we need to study other factors
as well. Expenditures have definitely increased to certain extent. This is because
more working hours means higher electricity and administrative expenses.
9. SUGGESTIONS
Based on the above study, following are few suggestions that will help UBI
in making 8 to 8 banking more beneficial.
a) 8 to 8 banking provide flexibility and convenience to customers. Financial
results may not be very inspiring in the beginning, but it will definitely
prove beneficial in long term. Therefore, 8 to 8 banking should be continued.
b) Before implementing 8 to 8 banking, proper analysis of the branch should be
done to ensure that branch requires extended hours of working.
c) Employees should be properly guided and motivated to work for extended
hours. There should be provision for their consultancy and their grievances
should be properly addressed.
d) Staff strength should be adequate for proper delivery of services.
e) UBI should try and increase awareness of its services and their timings
among its customers.
f) Armed security should be present in the bank for complete twelve hours.

g) Banks should open extra counters for services like Pension accounts and
pass book updating.
h) Machinery like printers and computers should be in proper working
condition.
i) Another alternative to twelve hour banking can be seven hour banking for all
seven days. This will definitely help in attracting a lot of customers.
WEBSITE VISITED
a) http://www.unionbankofindia.co.in/
b) http://www.hinduonnet.com/thehindu/
c) http://www.blonnet.com/
d) http://www.bhg.com/

8 To 8 Banking

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“IMPACT OF 8 TO 8 BANKING FOR UBI”.

Impact of 8 to 8 Banking For

LALA LAJPATRAI COLLEGE OF COMMERCE & ECONOMICS 1

“IMPACT OF 8 TO 8 BANKING FOR UBI”.

MS. PATNI DHARA ASHOK

47, NIRMAL NIVAS BLDG. NO.2, 5TH FLOOR, GOWALIA TANK,

MUMBAI- 400 036

PROJECT GUIDE: PROF. VIJAYA GANGAL

BACHELOR OF COMMERCE (BANKING & INSURANCE)

ACADEMIC YEAR 2007-2008

LALA LAJPATRAI COLLEGE OF COMMERCE AND ECONOMICS

LALA LAJPATRAI COLLEGE OF COMMERCE & ECONOMICS 2

I, Prof. Vijaya Gangal, of Lala Lajpatrai College of Commerce &

This information submitted is true and original copy to the best of my

(Prof. Vijaya Gangal)

LALA LAJPATRAI COLLEGE OF COMMERCE & ECONOMICS 3

LALA LAJPATRAI COLLEGE OF COMMERCE & ECONOMICS 4

I, MS. DHARA ASHOK PATNI the students of Lala Lajpatrai College of

LALA LAJPATRAI COLLEGE OF COMMERCE & ECONOMICS 5

TOPICS PAGE NO.

LALA LAJPATRAI COLLEGE OF COMMERCE & ECONOMICS 6

1. About the Company 1

3. Research and Sample Methodology and Design 8

- Method of Data Collection 10

6. Analysis of Interview with the Managers 36

Web site visited 47

1. ABOUT THE COMPANY

LALA LAJPATRAI COLLEGE OF COMMERCE & ECONOMICS 7

Company Profile: Union Bank of India

2007 Sales: 80,690,000,000

Major Industry: FINANCIAL

Sub Industry: COMMERCIAL BANKS

UBI, Dadar Branch (SWOT Analysis)

LALA LAJPATRAI COLLEGE OF COMMERCE & ECONOMICS 8

LALA LAJPATRAI COLLEGE OF COMMERCE & ECONOMICS 9

• E-banking services available to the customers can help branch flourish.

This report is an attempt to get an insight on the impact of increase in

LALA LAJPATRAI COLLEGE OF COMMERCE & ECONOMICS 11

What is prisoner’s dilemma?

LALA LAJPATRAI COLLEGE OF COMMERCE & ECONOMICS 12

UBI Management Customers UBI Employees

Students Business Housewives,

LALA LAJPATRAI COLLEGE OF COMMERCE & ECONOMICS 13

3. RESEARCH AND SAMPLE METHODOLOGY AND DESIGN

3.1 Research Objective

• To understand the need for increase in banking hours.

LALA LAJPATRAI COLLEGE OF COMMERCE & ECONOMICS 14

 The financial performance of UBI, Dadar branch

3.2 Primary Research

3.3 Sampling Method

LALA LAJPATRAI COLLEGE OF COMMERCE & ECONOMICS 15

3.4 Sample size

3.5 METHOD OF DATA COLLECTION

LALA LAJPATRAI COLLEGE OF COMMERCE & ECONOMICS 16

questionnaires. It reduces the chances for the interviewer to influence results

4. LIMITATIONS OF THE STUDY

LALA LAJPATRAI COLLEGE OF COMMERCE & ECONOMICS 17

• Some customers were not interested in sharing their experiences due to

5. ANALYSIS OF THE QUESTIONNAIRES

5.1 CUSTOMER QUESTIONNAIRE:

LALA LAJPATRAI COLLEGE OF COMMERCE & ECONOMICS 18

• Age group of sample:

Below30 Between30to60 Above 60