PROJECT REPORT ON:

UNION BANK OF INDIA ( CUSTOMER FEEDBACK )

INPRATIAL FULLFILLMENTOF

MASTER OF MANAGEMENT STUDIES

Submitted By:

DEVENDRA JOSHI

ROLL NO. 41

Project Guide

Prof. SUJATA RAO

PILLAIS INSTITUTE OF MANAGEMENT

STUDIES AND RESERCH,PANVEL

Academic Year:

2010 – 2011

UNION BANK OF INDIA Page 1

 ACKNOWLEDMENT

With great pleasure and privilege, I present this report on “CUSTOMER FEEDBACK
DEVICE” which I underwent at UNION BANK OF INDIA.

Firstly, I would sincerely like to thank Mrs. Jasmine R (Senior Manger-PBOD

Department) of Union Bank of India for taking out some of their valuable time from their busy
Schedule for helping me for this project. She were very supportive and patient.

I sincerely acknowledge with deep sense of gratitude and indebtedness the harmonious
and invaluable guidance and encouragement given by prof. Mrs. SUJATA RAO for being a
continuous source of inspiration to make this project a success.

I take this opportunity to also thank my family and friends who supported me to make the
project reach where it is. Last but not the least I would like to thank the Almighty for having
always helped me.

UNION BANK OF INDIA Page 2

DECLARATION

I the undersigned , student of Pillai’s Institute of Management Studies and Research .

Here by declare that study of this Project report is entirely the result of my own efforts and
original in nature. This project report is not submitted either in part or whole to any other
institute or university or organizations for any degree earlier.

The project report entitled “CUSTOMER FEEDBACK DEVICE” has been submitted
to UNION BANK in Partial fulfillment of MMS(Finance) Degree from Mumbai University.
Hereby I undersigned that this project report has been completed by me under guidance of

Prof. SUJATA RAO

PLACE: MUMBAI
Date: 16TH July 2010

DEVENDRA JOSHI

UNION BANK OF INDIA Page 3

 UNION BANK OF INDIA

UNION BANK OF INDIA Page 4

 TABLE OF CONTENTS:
CHAPTER 1
(5-10)
1.Objective of the study
2.Research Methodology
3.Introduction
4.Need of the project

CHAPTER 2
(11-13)
1.History
2.Benefits given by the company

CHAPTER 3
(14-20)

1. Company profile
2. Vision of bank
3. Mission of bank
4. Organization chart

CHAPTER 4
(21-33)
1.What is feedback?
2.Annexure
3.Suggestion/Recommendation
4.Conclusion

Bibliography
(34)

UNION BANK OF INDIA Page 5

 Executive Summary

Union bank of India has identified the importance of having a strong

commitment to its customers, and the Department has undertaken several
initiatives in recent years to become a more customer-oriented organization.
For that they have come with idea of getting customer Feedback form those who having a
account in union bank of India . They develop a device through which they might able to know
what the customer feel about union bank of India.They have placed a device in around 80
branches and planning to introduced in more branches. .

UNION BANK OF INDIA Page 6

 CHAPTER-1

OBJECTIVE OF THE PROJECT

 TO KNW THE CUSTOMER NEED OR WANTS OR EXPECT FROM UNION

BANK OF INDIA

 TO KNW LIMITATION AND WHERE THE UNION BANK STANDS IN A

MARKET.

UNION BANK OF INDIA Page 7

METHODOLOGY:
For the purpose of this study, I prepared two research tools, both questionnaire, to
find out the relevant primary data pertaining to the functioning and working of
both employee and customer of Union Bank of India.

The data was collected based on information provided by:

1.The management of the organization.

2.Customers visiting Union Bank of India.

Besides the primary data collected with the help of the questionnaire, I have also
collected the relevant secondary data from various sources like magazines, books
and Internet and newspapers. Based on the relevant primary and secondary data, a
comparative analysis has been done so as to find out the areas of excellence and
areas of improvement . The areas of excellence and improvement have been
identified based on factual information, in light of which recommendations and
suggestions have been provided for the overall improvement of the organizations
in the future. This project was conducted in two Branch of Union Bank of India in
Mumbai, India; so the information is relative to this city.

UNION BANK OF INDIA Page 8

NEED OF THE PROJECT:

 TO KNOW THE CUSTOMER WHAT THEY FEEL ABOUT UNION BANK.

 HOW THE STAFF ARE?

 FOR INNOVATION.

 TO BRING DYNAMISM.

 TO ENHANCE THE FACILITY.

UNION BANK OF INDIA Page 9

  TO RECRUIT KNOWLEGEABLE STAFF.

 TO MAKE AWARE TO THE CUSTOMER ABOUT THE PRODUCT AND

SERVICES.

UNION BANK

UNION BANK OF INDIA Page 10

INTRODUCTION:

Union Bank of India had started with a

vision to turn into "the bank of first choice in our chosen area by
building beneficial and lasting relationship with customers through
a process of continuous improvement". Also referred to as UBI,
because of which many confuse it with United Bank of India, the
UNION BANK OF INDIA Page 11
Union Bank of India has evolved into one of the largest state-owned
banks in India. It is also included on the Forbes 2000 list.

The Union Bank of India has its offices in

the overseas destinations like United Arab Emirates, Abu
Dhabi, Shanghai and Peoples Republic of China. Its branch
can be found in Hong Kong also.

Background

In the year 1919, the Union Bank of India underwent a registration process as
a limited company in Mumbai. Our Father of the nation 'Mahatma Gandhi'
had done the inauguration of this bank. In 1947, UBI had 3 branches in
Mumbai and 1 in Saurashtra. In1975, it was assigned the status of the national
bank by the government. At that point of time, it was managing 240 branches
across 28 states.

In its journey, UBI witnessed mergers with a private sector bank called
Belgaum Bank and then Miraj State Bank. On the request of RBI, it acquired
Sikkim Bank, which had 8 braches in the North-east at that time.

UNION BANK OF INDIA Page 12

In the year 2007, Union Bank of India made its presence felt in the
international arena by opening representative offices in the destinations of
United Arab Emirates, Abu Dhabi, Shanghai and Peoples Republic of China.
Besides, it chose Hong Kong as the destination to open its very first branch
outside India.

CHAPTER-2

HISTORY

• 1919 UBI was registered on November 11, 1919 as a limited company in

Mumbai. It was inaugurated by Mahatma Gandhi.

UNION BANK OF INDIA Page 13

 • 1947 UBI had only 4 branches - 3 in Mumbai and 1 in Saurashtra, all
concentrated in key trade centres.
• 1969 The Government nationalized UBI. At the time of its nationalization, UBI
had 240 branches in 28 states.

After nationalization, UBI merged in Belgaum Bank, a private sector bank

established in 1930.

• 1985 UBI merged in Miraj State Bank, established in 1929.

• 1999 UBI acquired Sikkim Bank in a rescue at the request of the Reserve
Bank of India after the discovery of extensive irregularities at the non-
scheduled bank. Sikkim Bank had eight branches located in the North-east,
which was attractive to UBI.
• 2007 UBI opened representative offices in Abu Dhabi, United Arab Emirates,
and Shanghai, Peoples Republic of China.
• 2008 UBI opened a branch in Hong Kong, its first branch outside India.
• Dec 2009 UBI opened a representative office in Sydney

BENEFITS GIVEN BY THE COMPANY:

Products and Services :

UNION BANK OF INDIA Page 14

Union Bank of India offers its customers various types of products and
services so that they can make the most of their banking experiences. The
wide range of the services and products consist of:

Personal Banking

• Accounts & Deposits – cumulative deposit scheme, deposit reinvestment certificate,

monthly income scheme, union flexi-deposit, senior citizens scheme, multi gain savings
account, no frills saving account, union super salary account, union classic current
account
• Retail Loans – union cash, union home, union health, union miles, union education, union
top up, EMI calculator, union smile
• Cards - Classic / Silver / Gold, Corporate Credit Cards, Add-On Cards
• Insurance & Investment – mutual fund, union healthcare
• Demat – demat accounts, online share trading
• Payment

NRI Banking

• Remittance - Union E-Remit, Nostro Details for Remittance

• Savings & Deposits - NRO Non Resident Ordinary A/c Scheme, NRE Non Resident
External Rupee, RFC, FCNR(B), Union Unfixed, Foreign Currency Deposit
• Loan & Services – house loans, foreign currency loans, loans against deposit, immovable
property, and shares or debenture
• Payments - Union Bill Pay

Corporate Banking

• CMS - Union Speed, Union Centralized Debits/Credits, Union Prompt

• E-Tax - Customs and Direct taxes, DGFT, Central Excise and Service Tax
• Trade Finance – trade finance for exporters, trade finance for importers, foreign currency
loans, correspondent banking
• Insurance - Non life Insurance – Corporate Agency, Insurance- Corporate Agency
• Syndication of Loans
• MSME Banking
• Loans & Policies

Internet Banking

• Account Information
• Transfer of Funds
• Bills
• Requests
UNION BANK OF INDIA Page 15
 • Mails
• Trade
• Limits
• Currency
• Uploads
• Customization
• Financial enquiries
• Non Financial enquiries

CHAPTER-3

UNION BANK PROFILE

UNION BANK OF INDIA Page 16

 The dawn of twentieth century witnesses the birth of a
banking enterprise par excellence- UNION BANK OF INDIA- that was flagged off by
none other than the Father of the Nation, Mahatama Gandhi. Since that the golden
moment, Union Bank of India has this far unflinchingly traveled the arduous road to
sucessful banking........ a journey that spans 88 years. We at Union Bank of India, reiterate
the objectiv of our inception to the profound thoughts of the great Mahatama... "We
should have the ability to carry on a big bank, to manage efficiently crores of rupees
in the course of our national activities. Though we have not many banks amongs us, it
does not follow that we are not capable of efficiently managing crores and tens of
crores of rupees."

Union Bank of India is firmly committed to consolidating

and maintaining its identity as a leading, innovative commercial Bank, with a proactive
approach to the changing needs of the society. This has resulted in a wide gamut of
products and services, made available to its valuable clientele in catering to the smallest of
their needs. Today, with its effecient, vlaue-added services, sustained growth, consistent
profitability and development of new technologies, Union Bank has ensured complete
customer delight, living up to its image of, “GOOD PEOPLE TO BANK WITH”.
Anticipative banking- the ability to gauge the customer's needs well ahead of real-time -
forms the vital ingredient in value-based services to effectively reduce the gap between
expectations and deliverables.

The key to the success of any organisation liew with its people. No wonder, Union Bank's
unique family of about 26,000 qualified / skilled employees is and ever will be dedicated
and delighted to serve the discerning customer with professionalism and
wholeheartedness.

Union Bank is a Public Sector Unit with 55.43%

Share Capital held by the Government of India. The Bank came out with its Initial Public
Offer (IPO) in August 20, 2002 and Follow on Public Offer in February 2006. Presently
44.57 % of Share Capital is presently held by Institutions, Individuals and Others.

Over the years, the Bank has earned the reputation of being a techno-savvy and is a front
runner among public sector banks in modern-day banking trends. It is one of the pioneer
public sector banks, which launched Core Banking Solution in 2002. Under this solution
umbrella, All Branches of the Bank have been 1135 networked ATMs, with online
Telebanking facility made available to all its Core Banking Customers - individual as well

UNION BANK OF INDIA Page 17

 as corporate. In addition to this, the versatile Internet Banking provides extensive
information pertainning to accounts and facets of banking. Regular banking services apart,
the customer can also avail of a variety of other value-added services like Cash
Management Service, Insurance, Mutual Funds and Demat.

The Bank will ever strive in its endeavour to provide services to its customer and
enhance its businesses thereby fulfilling its vision of becoming “THE BANK OF FIRST
CHOICE IN OUR CHOSEN AREA BY BUILDING BENEFICIAL AND LASTING
RELATIONSHIP WITH CUSTOMERS THROUGH A PROCESS OF
CONTINUOUS IMPROVEMENT”.

VISION OF UNION BANK:

UNION BANK OF INDIA Page 18

CORPORATE MISSION:

UNION BANK OF INDIA Page 19

 • A logical extension of the Vision Statement is the Mission of the Bank,which is to gain
market recognition in the chosen areas.

• To build a sizeable market share in each of the chosen areas of business through effective
strategies in terms of pricing, product packaging and promoting the product in the
market.

• To facilitate a process of restructuring of branches to support a greater efficiency in the

retail banking field.

• To sustain the mission objective through harnessing technology driven banking and
delivery channels.

• To promote confidence and commitment among the staff members, to address the
expectations of the customers efficiently and handle techology banking with e

The Banking Sector in India:

UNION BANK OF INDIA Page 20

 The Banking sector in India has always been one of the
most preferred avenues of employment. In the current decade, this has emerged as
a resurgent sector in the Indian economy. As per the McKinsey report ‘India
Banking 2010’, the banking sector index has grown at a compounded annual rate of
over 51 per cent since the year 2001, as compared to a 27 per cent growth in the
market index during the same period. It is projected that the sector has the
potential to account for over 7.7 per cent of GDP with over Rs.7,500 billion in
market cap, and to provide over 1.5 million jobs.

Today, banks have diversified their activities and are getting

into new products and services that include opportunities in credit cards, consumer
finance, wealth management, life and general insurance, investment banking,
mutual funds, pension fund regulation, stock broking services, custodian services,
private equity, etc. Further, most of the leading Indian banks are going global,
setting up offices in foreign countries, by themselves or through their subsidiaries.

Employment Scenario in the Banking Sector

As reported in the Economic

Times, the country’s leading public sector bank, State Bank of India has
plans to recruit 25,000 employees in the year 2009. Besides, its life
insurance venture, SBI Life, has plans to hire 13,000 agents and 200 sales
managers. Also, Punjab National Bank, the country's second largest public
sector lender, and Union Bank of India have plans of hiring 5,000 people
each. The financial year 2009-10 has already shown the banking sector to be
among the largest job providers in the country with over 50,000 vacancies
being notified and filled up in the public sector banks alone.

Major Recruiters of Banking Industry :

UNION BANK OF INDIA Page 21

Public Sector Banks are the major recruiters of candidates aspiring for
bank jobs. These banks are:

1. The State Bank of India Group (Total:8 Banks) namely SBI (State
Bank of India), State Bank of Indore, SBBJ (..Bikaner & Jaipur), SBH
(..Hyderabad), SBM (..Mysore), SBP (..Patiala), SBS (..Saurashtra), and SBT
(..Travancore).

2. Nationalised Banks (Total: 19 Banks) namely Allahabad Bank, Andhra

Bank, Bank of Baroda, Bank of India, Bank of Maharashtra, Canara Bank,
Central Bank of India, Corporation Bank, Dena Bank, Indian Bank, Indian
Overseas Bank, Oriental Bank of Commerce, Punjab & Sind Bank, Punjab
National Bank, Syndicate Bank, UCO Bank, United Bank of India, Union Bank
of India and Vijaya Bank.

3. Other Public Sector Bank i.e. IDBI Bank Limited.

4. Private Sector Banks (Total: 27 Banks). The major recruiters in the

private sector include the ICICI Bank, HDFC Bank, Axis Bank, Federal Bank,
Centurion Bank of Punjab, Indusind Bank, Kotak Mahindra Bank, Yes Bank,
ING Vysya Bank, Bank of Rajasthan, Karur Vysya Bank, Karnataka Bank,
Jammu & Kashmir Bank, South Indian Bank, Bharat Overseas Bank, etc.
These banks conduct their own exams, but normally follow patterns similar
to those of the exams of the public sector banks.

5. Co-operative Banks: All major National and State Co-operative Banks

and Scheduled Urban Co-operative Banks conduct their own exams to recruit
staff. Their recruitment exams, too, are generally similar to the exams of the
public sector banks.

ORGANISATION CHART

UNION BANK OF INDIA Page 22

 Board of Directors: SHRI M.V.NAIR
• Chairman & Managing Director: Shri S.C.Kalia
• Executive Director:SHRI S.Raman
• Government of India Nominee :SHRI K.V. EAPEN
• Government of India nominee on the recommendation of RBI.
:SHRI K. SIVARAMAN
• Director representing Workmen Employees:SHRI N.
SHANKAR
• Government Nominee Director under General Category:SHRI
ASHOK SINGH
• Part-time non-official Director:Dr. Gulfam Mujibi
• Chartered Accountant Director: Shri B.M.Sharma
• Shareholder Director:
Shri Arun Kumar Nanda

• Shareholder Director:Shri.S. Ravi

UNION BANK OF INDIA Page 23

 CHAPTER-4

DATA ANALYSIS AND DATA INTERPRETATION:

WHAT IS FEEDBACK:
FEEDBACK describes the situation when output from (or
information about the result of) an event or phenomenon
in the past will influence an occurrence or occurrences of
the same (i.e. same defined) event / phenomenon (or the
continuation / development of the original phenomenon)
in the present or future. When an event is part of a chain
of cause-and-effect that forms a circuit or loop, then the
event is said to "feed back" into itself.

UNION BANK OF INDIA Page 24

How To Get and Use Customer Feedback:

Customer Feedback – it’s that vital information from your clients that tells you how well
you are doing at the tasks you perform for them.

There are many ways to use feedback to grow your business. You can use it to:

1. Discover what you are doing well.

2. Generate new ideas based on your client’s comments.
3. Learn new directions that your business could expand into.
4. Identify situations where you need to be more careful.
5. Determine areas where your skills need improvement.

UNION BANK OF INDIA Page 25

Regardless of the method that you use to generate
your feedback, there are a few key points to remember
when you receive it:
1. Your client has taken time out of his or her busy day
to provide you with this information so be sure to
thank your client for their participation.
2. It’s possible that you will get some information that
you don’t really want to hear — look at these
comments as an opportunity to learn and improve.
3. Follow-through on the information that you receive
with action steps. It’s one thing to get feedback —
it’s another thing to respond to it appropriately.
4. Prioritize your response. If you receive a lot of
feedback, then tackle the items in one-by-one,
beginning with those areas that are most critical to
your success.

I know that this sounds like a whole post on how we, as freelancers, can get
something that most employees dread — a performance evaluation. In fact, you
may have been looking at the lack of performance reviews as a “benefit” of
freelancing.

But there’s a reason you should ignore that thought and continue to pursue
feedback. Provider-client relations are critical to a successful freelancing career. In
my business I’ve experienced firsthand the benefits of “seeing” my work from
another’s perspective. This type of feedback can help every freelancer learn and
grow.

UNION BANK OF INDIA Page 26

 Customer Feedback Survey
Customer feedback surveys can help your organization optimize the
relationship with your customers and clients. Utilizing a professionally designed and
administered customer feedback survey can:

>> Measure customer satisfaction levels

>> Improve customer retention
>> Gauge interest in new products and service offerings
>> Pinpoint areas for improvement
>> Get actionable feedback at an affordable price

Understanding the customer experience is vital to improving customer

retention and your profits. Customer feedback surveys measure opinions and
satisfaction levels to ensure that you are maintaining positive relationships
with your customers. Infosurv's PhD level research professionals design,
administer and analyze customer feedback surveys that help companies and
organizations of all sizes evaluate and manage their business initiatives.

UNION BANK OF INDIA Page 27

Customer Feedback Survey Design:
Infosurv begins by designing a customized customer feedback survey for your organization, or
taking your existing survey and preparing it to be administered via the Internet, telephone, fax, or
paper. Infosurv offers questionnaire design consultation services standard to all clients, and
reviews all customer feedback survey instruments to assure validity, reliability, and bias
reduction.

Applying our years of customer research experience and expertise, Infosurv can help compose a
highly relevant survey instrument that will yield sound and valid conclusions while achieving the
maximum survey response rate possible.

As an optional service, one of our experienced PhD level researchers can work interactively with
the client to create a customer feedback survey questionnaire "from scratch" tailored specifically
to their information needs and strategic objectives. Alternatively, we can begin with one of our
professionally- designed customer feedback survey templates and then work interactively with
the client to customize the survey to their specific needs.

Our standard customer feedback surveys cover nearly every facet of customer feedback,
including:

• Overall satisfaction
• Product-level satisfaction
• Importance vs. satisfaction
• Timeliness of delivery
• Customer service process satisfaction
• Returns and exchange process satisfaction
• Interest in new potential products and services

Our standard customer feedback surveys are comprehensively designed to identify and isolate
key independent and dependent variables.

Independent Variables Dependent Variables

Customer service Overall satisfaction
Timeliness of delivery Likelihood to recommend
Competitive pricing Likelihood to repurchase
Professionalism Customer loyalty

Our in-house research shows that customer attitudes are a better predictor of future customer
behavior than past behavior. Our customer feedback surveys are specifically designed to

UNION BANK OF INDIA Page 28

accurately measure attitudes that affect real business metrics, like customer retention rates and
turnover.

Infosurv utilizes rigorous research methodologies to assure the reliability and effectiveness of all
of our customer surveys. Various technically advanced features can be built into our online
surveys to assure a smoother operation and more complete survey results, including page-level
branching logic to assure respondents are shown only relevant items, response verification to
assure all required questions are completed, and a save-and-resume feature to allow users to save
and later resume a partially completed survey.

UNION BANK OF INDIA Page 29

Customer Feedback Survey Analysis:
Customer feedback survey results data is useless without insightful analysis. Our in-house data
analysis staff and senior PhD level researchers are trained to turn your raw survey responses into
meaningful and actionable conclusions. We carry a range of survey analysis packages to match
every need and budget.

Our standard computer-generated analysis reports are designed to provide a variety of statistical,
graphical and verbatim results summaries. All of our reports can be "cut" by respondent
subgroups or time periods.

Sample reports are based on dummy employee feedback survey data, though similar reporting
options are available for all types of surveys.

For clients requiring a more robust analysis solution, we offer the professionally-designed,
customized Info survey Insights Report. This report includes a number of proprietary analysis
features as outlined in our brochure. Info survey can provide survey benchmarking against
normative data for an additional fee. We also offer a variety of custom analysis solutions
including banner reports, custom Excel spreadsheet reports, etc.

UNION BANK OF INDIA Page 30

 ANNEXURE:
CUSTOMER FEEDBACK: QUESTIONAIRRE:

I DEVENDRA JOSHI, MBA STUDENT OF PILLAI INSTITUTE OF

MANAGEMENT ,PANVEL HAVE CURRETLY TAKEN FEEDBACK FROM
THE CUSTOMER of UNION BANK OF INDIA.

I KINDLY REQUEST YOU TO GO THROUGH MY QUESTIONAIRRE WHICH

I HAVE MENTIONED BELOW:

1) Are you the customer of union bank?

a) Yes

b) No

2) Are you satisfied with the facilities in union bank?

a) Yes

b) No

UNION BANK OF INDIA Page 31

 3) Whether the staff are courteous and helpful to you?

a) 10-30%

b) 30-60%

c) 60-100%

UNION BANK OF INDIA Page 32

 4) Do the staff entertain/serve you immediately or they take
time?

a) Immediately

b) 1 hour

c) Otherday

5)DID STAFF INTRODUCED ANY NEW PRODUCT TO YOU?

a) YES

b) NO

UNION BANK OF INDIA Page 33

 6) Do you recommend union bank to your friend and relatives?

a) Yes

b) No

UNION BANK OF INDIA Page 34

SUGGESTION GIVEN BY CUSTOMER TO THE UNION BANK:

UNION BANK OF INDIA Page 35

  THE GENERAL SATISFACTION
LEVEL OF OUR
FEEDBACK STILL REQUIRES IMPROVEMENT .

 PEOPLE SHOULD BE AWARED BY THE

INNOVATIVE

ACTIVITIES WHICH ARE PROVIDED BY

UNION BANK.

 STAFF SHOULD BE COOPERATIVE WITH THE

CUSTOMER.

 RECRUIT THE MORE STAFFS .

UNION BANK OF INDIA Page 36

RECOMMADATION:

 MAKE CUSTOMER AWARE ABOUT THE FEEDBACK FACILITY

PROVIDED BY UNION BANK.

 PROPER TRAINING SHOULD BE GIVEN TO THE

STAFF BY THE EXECUTIVE.

 PROPER RELATION SHOULD BE MAINTAINED WITH

EMPLOYEES AS WELL AS WITH THE CUSTOMER.

 MANAGER SHOULD HAVE THE CAPABILITY TO

MOTIVATE THEIR EMPLOYEES.

 REGULAR MEETINGS SHOULD BE HELD IN SPECIFIC

TIME PERIOD.

UNION BANK OF INDIA Page 37

CONCLUSION:

During the data collected it has been found that customer had great awareness about
various facilities, products but a lot of more has to be done, especially they don’t respond to
the customer immediately. They do not entertain then instead delay it.

People in general have been influenced by the innovative activities.

A high penetration of print, radio and TV ad campaign over the
years is beginning to have its impact now.

The general satisfaction levels among public still requires

improvement there lies the opportunity for a relatively new comer
in UNION BANK.

It is known for prompt service or customer oriented methods that

builds its reputation based on the factors.

UNION BANK OF INDIA Page 38

 BIBLIOGRAPHY::

• PARADISE.COM

• WWW.UNION BANK.COM

• WWW.GOOGLE.COM

UNION BANK OF INDIA Page 39