TABLE 3 – DEPARTMENT OF RESPONDENTS The various departments/units where the respondents were drawn has be shown in table

3. It can be seen from the table that 5 of them are with the corporate banking department, 15 from retail, 10 from finance whiles 5 of them were drawn form the operations department. Other units such as HR, IT also had 5 of their staff taking parts in the study. In all retail which is the largest department had the largest number of respondents or largest representation of 30%. TABLE 6 A question was posed to respondents to ascertain whether or not they agree that UBA is a universal bank. All the respondents agreed to the fact that UBA is a full Fledge universal bank. Not even one had any doubt to believe that the bank is not engaged in universal banking. The views of the respondents have been depicted in table 6 below. The views of the respondents on the factors that motivate a bank to operate for universal banking are as shown in table 7. Responses from the respondents was high in favour of increased profit motive (20%) with customer attraction and efficiency and economics of scale motives with the highest response rate of 24%. The motives of increased number of products and expansion in to another financial area regarded lowest response rate of 16% each. The response from the respondents appear to give weight to all the options. However, Santos (1998) defines a universal bank as a financial institution which enlarges its service range in terms of offering a variety of financial products in one site – a view which the respondents do not hold. The results is rather in assonant with Hughes et all (2002) who opine that by altering their operation to universal banking system, banks would get benefits from efficiency and economies of state. The writers added that universal banking adoption offers banks opportunity to expand and attraction of customers. Respondents were asked what their success of the adoption of universal banking by UBA has been; their responses have been shown in table 8. It can be seen from the tale that all the 50 people interviewed agreed that UBA has been success since it adopted universal banking.

TABLE 8: SUCCESS OF UNIVERSAL BANKING. Banking services / products enjoyed by UBA under UBanking Table … shows the range of products and services that are adopted and enjoyed by UBA. It also illustrates respondents view on the products which the bank benefits from. Respondents by their responses have shown that UBA derives most benefit from …….followed by……as illustrated in table 9 below: in fact it was found during the researchers interaction with the respondents and from the bank’s profile that UBA has wide array of products and services. This revelation in conformity with santos (1998), sanders et al (2006) that adoption of universal banking enables a bank to expand it products/service offering.

IMPACT OF UNIVERSAL BANKING: Table …. This respondents did not believe we are there yet because they were of the view that the banking supervision (BBD) of the Bank of Ghana has its eyes widely open. shows what the views of the respondents on whether or not universal banking has enhanced profitability of UBA. Ahmad () and Parasuraman (1988). that universal bank tries to diversify not only products but also with extensive network. The views of the respondents confirms the earlier works of Santos (1998). the network of branches of UBA is not tat wide spread in Ghana. 4. In fact a similar opinion was also held by Cheng (2004) and Saunders (2006). The respondents were asked what their views they hold about customers satisfaction with products and services of UBA. a view that was also shared by Rich and Walter (1993). 4.14 customer satisfaction of products and services of UBA. shows the impacts of universal banking. all the respondent were of the opinion that customers satisfaction with the products and services of UBA is …. In line with the views of hanson et al (2006).The dominant product offering of UBA The responses of the responses as illustrated in table 10 show that a) Is the dominant product (60%) response rate. 4. followed by c) (36%) aand b (40%). Where as the views of Addison (2003) and Rich and Walter (1993) on diversified products line was confirmed by the results from the respondents. posits that a universal bank tries to diversify its product portfolio. Cheng (2004) observed that financial instability may result from lack of supervision. All the respondents agreed that the adoption of universal banking has been profitable to the bank. the responses of the respondents have also been shown. Saunders (1994). who observed that wide range of financial services increase risks. UNIVERSAL BANKING AND PROFITABILITY OF UBA Table …. Hughes etal 2002 observed that a universal banl engages in broad range of financial services. The sentiments of the respondents however confirms with Ahmad explaining that service quality and competition are common phenomenon universal banking of UBA.15 presence of risks in universal banking adoption: On the presence of risks in universal banking. Saunders (2006) opined that……. the respondents share the views that adoption of universal banking is so much shrouded with risks and that the two are inseparable. All the 50 people that took part in the staff were of the opinion that there are so much risk involved in the adoption of universal banking. The results as depicted in table 15 reconciles with Boyd et al (1998) who agreed that the practice of universal banking can be harmful.16 types of risks in the adoption of universal banking . Their views on this have been captured in table 14 below. Addison (2003). The views of the respondents have been depicted in table 15 below.

On the impact of universal banking on UBA the study revealed that it has been that of positive where the bank has strivel to satisfy its customers with innovative and mider array of products. followed Summary of the Research Findings The study was undertaken to answer the following research questions: 1. The impact of universal banking on the profit of the bank as found in the study was positives. 3. Factors that motivate UBA to adopt universal banking: The staff IT was found in the stunly the main factors that serves as motivation for banks and UBA for that matter adopt universal banking are  Efficiency and Economics of scale  Increased profit motive and the motives for increased number of products and expansion into other financial areas. The key challenges identified inclusive operational risk. The respondents believed that the bank’s success at profit is because the adoption of universal banking has afforetul the bank an opportunity to operate a diversified portofolio which has translated well in profit. The adoption of universal banking has rather impated well on operations of the bank. 2. there is the tendency of conflict of interest. On the whole the study whowed that UBA has been successful at adopting universal banking. It was also found in the study that UBA as a bank do not face much challenge from risks due to investment banking activities coupled with focus on commercial banking activities. the bank has seen positive developments in profit margins. legal risk. It was alos found from the study the banks quest to satisfy the ever increasing needs of its customers is another motivator for the choice of universal banking. The responses from the respondents showed that the respondents viewed c as the highest risk factor with 30% response rate 22% of the respondents thought that d. The results of the led to the following findings as sumarised below: 1. increased share of industry deposits and increasable fosal operating assets.The various types of risks in the adoption of universal banking by UBA and what the views of the respondents are have be shown in table 16. The study revealed that the adoption of universal banking raises the level of risk. Even though literature on the impacts of universal banking request a number of ristles and other negativities the study did not find that to be the case with UBA. 4. 4. . 3. For example. 2. credit risk and liquidity risk.

This will go to augment it motive of satisfying the increasing needs of its customers. In order to continue to enjoy the positive impacts of universal banking adoption such a increased customer satisfaction and innovative products. . RECOOMENDATIONS In the light of the findings of the study. strengthen itself against completion and increased market share. There are no serious conflict of interest increase at UBA.. Especially impairment from bad debt which was sun to be a major challenge of the bank. 3. the following as recommendations have been made: 1. the study showed that customers are satisfied with the product offering of the bank. For examples the issues of sales person stake was found to persist at UBA where sales pusure managers are found to push a new bank product on their client all with the view to achieving targets. legal. It is by so doing that the bank can differentiate itself from that and stand tall in competition. etc. banking raises the level of risk notably operational. a strong and robust credit risk mitigating policies are adopted and adhered to. It was also found that eventhough there is existing literature to show that universal banks also adopt wider distribution network. It is recommended that effective risk management and asset liability management techniques be rigorously pursued. credit. That the management of UBA looks at its strategy for growth in Ghana and enable on expansion of its branch network. The bank with more thn 7 years operation in Ghana has only about …. it is recommended that the bank fort now makes a conscious effort the kind of measures of strategies that has endeared it to its customers. In the banks guest to guard against bay debt and impairments the bank has allowed clients to use their securities to issue bonus from which their laons were paid off. 4. branches in ---------out of the no reginal capitals.5. In fact. Since the adoption of universal banking. 2. it is not entirely the case with UBA in Ghana. After wider branch or distribution network is one of the attributes of a universal bank. It is also recommended that management of the bank through the Research and Product Development unit of the bank to constantly come out with innovative products so that they can constantly be in grips of the market. • Association for Educational Communications and Technology (2003). 6. this can only be sustained or improved.

309 . . Pp. Thomson-Wadsworth. pp. W. (2003). (2005) "Qualitative research in marketing: Road-map for a wilderness of complexityand unpredictability". The Practice of Social Research. • • .• • Neuman. 2004. 178-217. Fifth Edition. 39 Iss: 3/4.Lawrence Neuman.. MA. Pearson Education. Blackwell Publishing Ltd.327 • Earl Babbie. Chapter 1 • W. 2003. • Norman Blaikie. Designing Social Research. Boston. Evert Gummesson. 4th Edition. Boston: Allyn and Bacon. 5th ed.L. Pp. European Journal of Marketing.. 137-168. 2004. Vol. Qualitative and Quantitative Approaches. Social Research Methods. 10th Edition. Social Research Methods.

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