A STUDY ON THE ACTIVITIES OF CUSTOMER SERVICE
DEPARTMENT IN RASTRIYA BANIJIYA BANK LIMITED
BIRATNAGAR BRANCH, NEPAL
AN INTERNSHIP REPORT
Submitted To:
Office of the Dean
Faculty of Business and Accounting
Lincoln University College
Kelantan, Malaysia
Submitted By:
Sajjal Ghimire
LUC Registration No.: LC00016000039
Nepal Business College (NBC)
in the partial fulfilment of the requirement for the degree of
Bachelor of Business Administration (BBA)
Biratnagar, Nepal
November, 2019
APPROVAL LETTER
CERTIFICATE FROM INDUSTRY
3
DECLARATION
I, hereby, declare that the internship report entitled “CUSTOMER SERVICE DEPARTMENT
OF RASTRIYA BANIJIYA BANK LIMITED (RBBL)” submitted to “Nepal Business
College”, Office of the Dean, Faculty of Business and Accountancy and Lincoln University
College, is my original work done in the form of partial fulfilment of the requirement of
Bachelor of Business Administration (BBA) under direct supervision of Mrs. Bandana Jain.
This report in part or whole has been neither submitted to any university for any academic
award nor published for any commercial purpose.
I shall be ready to bear any charges or penalty if found any guilt or fraud regarding this
report.
……………………….
Sajjal Ghimire
LUC Reg. No.:- LUC00016000039
4
ACKNOWLEDGEMENT
In the today rapid changing world, the financial sector plays an important role in the economic
development of the country, more in the context of developing nation. Hence I’m thankful to
Lincoln University College for providing us the opportunity to allow us to perform a practical
field work.
It’s my great pleasure to perform the practical activities in the Apex body of the financial
institution i.e. Rastriya Banijiya Bank Limited. The completion of the internship and the report
has been possible only because of the appreciated support of many people. I express my sincere
gratitude to Mr. Arun Dhungana and Dushyant Niraula bank manager for supervising me
throughout my internship period. I am very grateful to all the staffs of Rastriya Banijiya bank
Limited , Biratnagar Branch who gave me their valuable time in guiding me throughout the
training period and helped me in preparing the final report.
Bearing in mind, I am using this opportunity to express my deepest gratitude and special thanks
to Nepal Business College, Managing Director Mr. Deepak Koirala and subject facilitator Mrs.
Bandana Jain. Their support and guides have been a great value to complete the report in time.
I would like to appreciate and acknowledge my other faculty for providing me an opportunity
and also helping me in conducting a research and a field work at ‘Rastriya Banijiya Bank
Limited’ as partial fulfillment of my BBA program at Nepal Business College.
Finally, I appreciate all of them who have become a part of this report. This page is dedicated to
those people who have contributed a lot in successfully completing the final report.
Sincerely ,
...................................
Sajjal Ghimire
5
TABLE OF CONTENTS
Cover Page ……………………………………………………….…………………….i
Approval Letter…………………………………………………………………………ii
Certificate from Industry ……………………………………………………………….iii
Declaration …………………………………………………….………………………..iv
Acknowledgements ……………………………………………………………………..v
Abbreviations ................................................................................................................... x
Executive Summary …………………………………………….………………………...xi
TABLE OF CONTENTS
CHAPTER ONE INTRODUCTION
1
1.1 Background of the Study
2
1.2 Objective of the Report
3
1.3 Methodology
3
1.3.1 Research Design
3
1.3.2 Organization Selection
3
1.3.3 Placement
4
1.3.4 Duration
4
1.4 Limitation of the internship
4
1.5 Sources of data
5
CHAPTER TWO INTRODUCTION OF INDUSTRY
6
2.1 Introduction of RBB
7/9
2.2 Development of Banking Industry in Nepal
9/10
2.3 Introduction to Commercial Bank
11
2.4 List of Commercial Banks
12
6
2.5 Challenges and Opportunity faced by Commercial bank in Nepal
13
2.5.1 Political factors
13
2.5.2 Economic factors
14
2.5.3 Sociocultural factors
14
2.5.4 Technological factors
14
2.5.5 Legal factors
15
2.5.6 Environmental factors
15
CHAPTER THREE INTRODUCTION OF RASTRIYA BANIJIYA 16
BANK LIMITED
3.1 A Brief History of RBB
17
3.2 Vision of RBB
18
3.3 Mission of RBB
18
3.4 Objective of RBB
19
3.5 Core value and Ethical Principles
19
3.6 SWOT Analysis of RBB
20/21
3.7 Products and Service Offered.
22
3.7.1 Deposits
22
3.7.2 Loans
23
3.7.3 RBB ATM and Debit Card
24
3.7.4 SMS Banking and E-Banking 3.7.5 ABBS
24
3.7.6 Mobile Pay Service
25
3.7.7 Branchless Banking
25
3.7.8 Cash Deposit machine service
26
3.7.9 Trade Finance
26
7
3.7.10 Remittance
26
3.8 Overall and organization Structure of RBBL
27
3.8.1 Board Directors of RBBL
27/30
3.8.2 Staff Member of RBBL, Biratnagar Branch
31
3.9 Present Context
32
CHAPTER FOUR ANALYSIS OF ACTIVITIES DONE/PROBLEM
33
SOLVED
4.1 Introduction of Customer Service Department
34
4.1.1 Function of Customer Service Department
34
4.1.2 Accounts opened during the internship period
35
4.1.3 Types of Customer of RBBL, Biratnagar Branch
36
4.1.4 Objectives of Customer Service Department
36
4.2 Roles and responsibilities of the intern in Customer Service
37/42
Department
4.3 Problems or Challenges in Customer Service Department.
42
4.4 Problem solved in Customer Service Department.
43
4.5 Observed gaps
43
CHAPTER FIVE CONCLUSION AND RECOMMENDATIONS
44
5.1 Lesson Learnt
45
5.2 Conclusions
46
5.3 Recommendations
47
References
48
8
LIST OF TABLES AND FIGURES
TABLES
CONTENTS
Page no.
Categories of Financial Institution
11
SWOT analysis of RBBL
21
Board of Members of RBBL
28
Staff Member of RBBL, Biratnagar Branch
31
Account opened during the internship period
34
FIGURES
CONTENTS
Page no
Board of Directors
29
Organization Structure of RBBL, Biratnagar
30
9
ABBREVIATION
ABBS
Any Branch Banking Services
ATM
Automated Teller Machine
BBA
Bachelor in Business Administration
CSD
Customer Service Department
ECC
Electronic Check Clearing
EMI
Equal Monthly Installment
GON
Government of Nepal
IT
Information Technology
NGO
Non-Governmental Organization
NIC
Nepal Industrial and Commercial
NRB
Nepal Rastra Bank
RBBL
Rastriya Banijya Bank Limited
SBI
State Bank of India
SMS
Short Message Service
SWIFT
The Society for Worldwide Interbank Financial Telecommunication
TT
Telegraphic Transfer
10
EXECUTIVE SUMMARY
As per the requirement of Lincoln University course under BBA program this report is designed
according to the knowledge gained on field base experiences. The main aim of the Eight weeks
internship program is to provide intern an opportunity to implement their theoretical knowledge
practically. Out of various area or sector for internship, Intern choose banking sector, more
specifically customer service department of Rastriya Banijiya Limited, Biratnagar branch.
Among the various business firms banking plays very important role in an economy by providing
various services like payment system, deposit, loan etc. but it is not easy to cope and function in
the changing globalized environment. Also Rastriya Banijiya Ltd. is one of the leading bank in
Nepalese environment with many branches all over the country.
In internship project researcher have introduced the Rastriya Banijiya Bank Ltd. And dedicated
the first phase for its general background and applied the methodology to conduct this study. The
second phase of the project is done on analysis of financial industry in Nepal. The third phase of
the project done on the study of the organization and their different departments. In the fourth
phase, presentation and analysis of data through the SWOT analysis is portrayed and findings are
also included. Finally, in the fifth phase the research have done conclusion and recommendation
are included.
11
CHAPTER ONE
INTRODUCTION OF INTERNSHIP REPORT
1
1.1 Background of the study
Customer service is the act of taking care of the customer's needs by providing and delivering
professional, helpful, high quality service and assistance before, during, and after the customer's
requirements are met. Customer service is meeting the needs and desires of any customer.
Customer Service is the front desk of any organization. It provides all necessary information to
the customers. For any organization, it is the main and most important department which needs
to deal with customer more than any department in the bank. It is one of the busiest departments
in the banks and it is the very place which makes an early impression to the clients. The image
and reputation of the bank depends upon effective functioning of this department. It is the first
place where the customers first get the service. As different activities such as opening new
accounts of customers, closing existing account, issuing Cheque books, balance inquiry and
providing statements, issuing debit cards, etc are performed. Customer service department is for
the convenience of customers. CSD, basically works as a bridge between customers and other
functions of the organization. The services that are offered in the customer service department
are current deposit services, call deposit, saving deposit, fixed deposit, debit card , handling
customer queries, consulting services etc. It is a primary level department that generally deals
with customer directly and regularly. The activities that are done in CSD department of RBBL
are account closing and opening, statement printing, scanning and photocopy of documents,
ATM card issue, Cheque book issue, phone communication handling, signature change,
instructing to fill up forms for different reasons, filing and documentation etc.
2
1.2 Objectives of study
The internship program is a partial requirements of the Bachelor in Business Administration
(BBA) affiliated to Lincoln University. Therefore, internship was done in Rastriya Banijiya
Bank, Biratnagar branch starting from 15th April, 2019 in regards of two months internship
program.
The main objectives of the internship program are listed below:

To Study the various financial products of Rastriya Banijiya Bank.

To understand the functions of Customer Service Department of Rastriya Banijiya Bank
1.3 Methodology
A systematic approach and methodology are needed in order to do any type of study and prepare
report on the study. This internship report has been designed to give a clear picture of the
operations performed in Rastriya Banijiya Bank. The methodology that are used to prepare the
internship report are explained below:
1.3.1 Research Design
The research design used in this report is descriptive research.
1.3.2 Organization selection
Selection of an organization for internee is a very challenging task as every organization doesn’t
allow internship. Internship from a reputed business house definitely enlarges the prospects of
gaining more practical knowledge and also enhances the self-esteem of every student. As being
the student of banking and Insurance, the first preferences is the financial institution especially
bank in order to convert my theoretical knowledge into practical field.
3
As per the general rule of being as an intern, it is necessary to drop college recommendation
letter personal application form with curriculum vitae (CV) in Human Resource Department of
any desired organization and further a regular follow up for the same is necessary. Finally with
same process intern made a selection of Rastriya Banijiya Bank Limited Biratnagar as the host
organization for the internship program.
1.3.3 Placement
Throughout the internship the intern was placed in Rastriya Banijya Bank, Biratnagar branch in
regards of two months of internship program. During the internship, the intern was placed in
Customer Service Department (CSD), Electronic Cheque Clearance, and loan department.
1.3.4 Duration
The duration of internship period was 2 months as per Nepal Business College affiliated to
Lincoln University College, Malaysia that an eight-semester student should complete to acquire
six credit hours. Intern has to be in the bank from 10 a.m. to 5:00 p.m. As per the requirement,
the internship was carried out from April 15, 2019 to august 23, 2019 in the Customer service
department of RBB, Biratnagar branch.
1.4. Limitations of the study
The limitations of the study are mentioned below:

This study does not cover the whole staffs of the organization due to their own rush.

Due to lack of time and resources constraints detail study and deep research could not be
done.

The study covers only few tools and techniques.
4

This study is mainly concentrated on activities done during internship period.

Lack of technical knowledge was another factor which limits the report.
1.5 Sources of data
For the preparation of Intern internship report, Intern collected data from two major sources
which are as follows:
Primary Sources

Observation of working environment.

Direct interface with the customers.

Interaction with the people from other relevant firms and organization.

Informal discussions and interaction with the staffs at the different level of the bank.
Secondary Sources

Information from various websites of RBB (i.e. www.rbb.com).

Publications and journals relating to banking industries.

Annual reports of RBB.
5
CHAPTER TWO
INTRODUCTION OF BANKING INDUSTRY
6
2.1 Introduction of Rastriya Banijiya Bank
Finance is the life blood of trade, commerce and industry. Now-a-days, banking sector acts as the
backbone of modern business. Development of any country mainly depends upon the banking
system.
The term bank is either derived from old Italian word banca or from a French word banque both
mean a Bench or money exchange table. In olden days, European money lenders or money
changers used to display (show) coins of different countries in big heaps (quantity) on benches or
tables for the purpose of lending or exchanging.
A bank is a financial institution which deals with deposits and advances and other related
services. It receives money from those who want to save in the form of deposits and it lends
money to those who need it (Akrani, 2011).
According to Sir John Payette,” Bank is such a financial institution which collects money in
current savings or fixed deposit account; collects cheques as deposits and pays money from the
depositors account through cheques.”
Indian Company Law 1936 defines Bank as “a banking company which receives deposits
through current account or any other forms and allows withdrawal through cheques or
promissory notes.”
According to Nepal Rastra Bank 2002 “Bank is a financial institution, which provides
financial services that may be in the form of accepting deposits, advancing loan, providing
necessary technical advices, dealing overt foreign currencies, remitting funds, etc.”
7
As per NRB Act 2002 “"Financial Institution" means a financial institution established under
the prevailing laws with the objectives of providing loans for agricultural cooperative, industrial
or any other specific economic purpose or of collecting deposits from the general public and the
word also includes an institution prescribed as financial institution by Government of Nepal by
publishing notice in the Nepal Gazette (Nepal Rastra Bank Act, 2058 (2002), 2002).
Characteristics / Features of a Bank

Dealing in Money: Bank is a financial institution which deals with other people's money
i.e. money given by depositors.

Individual / Firm / Company: A bank may be a person, firm or a company. A banking
company means a company which is in the business of banking.

Acceptance of Deposit: A bank accepts money from the people in the form of deposits
which are usually repayable on demand or after the expiry of a fixed period. It gives
safety to the deposits of its customers. It also acts as a custodian of funds of its
customers.

Giving Advances: A bank lends out money in the form of loans to those who require it
for different purposes.

Payment and Withdrawal: A bank provides easy payment and withdrawal facility to its
customers in the form of cheques and drafts, It also brings bank money in circulation.
This money is in the form of cheques, drafts, etc.

Agency and Utility Services: A bank provides various banking facilities to its
customers. They include general utility services and agency services.

Profit and Service Orientation: A bank is a profit seeking institution having service
oriented approach.
8

Ever increasing Functions: Banking is an evolutionary concept. There is continuous
expansion and diversification as regards the functions, services and activities of a bank.

Connecting Link: A bank acts as a connecting link between borrowers and lenders of
money. Banks collect money from those who have surplus money and give the same to
those who are in need of money.

Banking Business: A bank's main activity should be to do business of banking which
should not be subsidiary to any other business (Financialnotes.com/2019).
2.2 Development of Banking Industry in Nepal
The first bank, Nepal Bank Limited started modern banking system in Nepal which was
established on 30th Kartik 1994 B.S. It was established under Nepal Bank Act 1994. This bank
was given authority and responsibility of central bank of that time but within the change in time,
of needed a separate central bank was seen. So, under Nepal Rastra Bank act 2012, Nepal Rastra
Bank was established as central bank in Nepal on 14th Baishakh 2013. This bank was established
with many objectives but mainly to stop maximum use of Indian currencies in Nepal and to
increase the uses of Nepalese notes. Therefore, it first issued Nepali notes on 7th Falgun 2016. Its
other functions were to stop dual monetary system, to keep stability in exchange rate of Nepalese
currencies to encourage national industry by mobilizing the capital for development and to
develop the all banking system in Nepal. This is the bank of government and bank of all other
banks. In the course of time, according to recommendation of the Nepal Rastra bank, another
commercial bank Rastriya Baniya Bank was established in the year 2022 under Banijya Bank
Act 2021. In the same way, under the agriculture development bank act 2024, the agricultural
development bank was established on 7th Magh 2024. This bank was established with the
9
objective of increasing the life standard of the people who are involved in agriculture. The
development of banking system was not satisfactory up to year 2040 B.S.
Nepal Arab Bank Limited was established as first joint venture bank in the year 2041 B.S. under
commercial bank act 2031 and company act 2021. This is another major phase of development of
banking system in Nepal. Today this bank is popular by the name Nabil Bank Limited. The
second joint venture bank to be established in Nepal was Nepal Indosuez Bank in 2041. Today
this bank is Nepal Investment bank limited. Similarly, in the year 2043, the Grind lays Bank
limited was established as next bank and it is known today’s Standard Chartered Bank Nepal
Limited. In this phase, several other banks were established as Himalayan Bank limited in 2049
B.S. Nepal SBI Bank Limited in 2050, Nepal Bangladesh Bank in 2051 and Everest Bank
Limited, Bank of Kathmandu Limited in the same year.
Today, there are four kinds of financial institutions established in categorized as “A’, “B”, “C”
and “D”. Commercial Banks come on under Class “A” category, development banks come on
under class “B” category. Similarly, finance companies come in class “C” category and micro
finance development banks comes under class “D” category. Apart from these financial
institutions, there are rural development banks established in Nepal(Sahayogee, Development of
Banking System in Nepal).
10
Table 1: Categories of Financial Institution
Types of Financial Institutions
Class
Number
S. N.
1
Commercial Banks
A
28
2
Development Banks
B
54
3
Finance Companies
C
33
4
Micro Finance
D
50
Total
165
Sources :( www.linkedin.com, 2019)
2.3 Introduction to commercial banks
A commercial bank is regarded as the eldest financial institution in the history of banking.
Commercial bank is the type of bank which is established to promote the trade and industry in
the country. Commercial bank refers to the bank which accepts deposits of the public and
organization and grants loan to them against securities and provide financial services such as
agency service, transfer of money, exchanging foreign currency, issuing capital.
Nepal Bank Limited is the first commercial bank of Nepal. It was established on 1991 B.S. In
2022 B.S. another commercial bank Rastriya Banijya Bank was established. Commercial banks
are those banks which are established under this act to perform commercial functions except
11
those which are established for specific purposes like development, co-operatives etc. The major
objective for the commercial bank is to earn a profit. The difference between the rate of interest
allowed on deposits and charged on loans granted is the main source of earning of commercial
banks.
Roles of Commercial Banks

It accepts the scattered and idle saving of public under the accounts such as current
account, saving account and fixed deposit account.

It provides the loan to the individual and organizations for specific purposes against the
security deposit of silver, gold and other stock such as buildings, land, share, and securities
of company.

It transfers the amount of public and organizations from one place to another within the
country or outside the country or one account to another account with the help of draft, TT
etc.

It purchases and sells the shares and debentures of the company, collects the income and
pays the expenditures.
2.4 List of Commercial Banks in Nepal
1)
2)
3)
4)
5)
6)
7)
8)
9)
10)
11)
Prabhu Bank Limited
Nepal Bank Limited
Rastriya Banijya Bank Limited
Agriculture Development Bank Limited
Nabil Bank Limited
Nepal Investment Bank Limited
Standard Chartered Bank Nepal Limited
Himalayan Bank Limited
Nepal SBI Bank Limited
Nepal Bangladesh Bank Limited
Everest Bank Limited
12
12)
13)
14)
15)
16)
17)
18)
19)
20)
21)
22)
23)
24)
25)
26)
27)
28)
Bank of Kathmandu Limited (After the merger with Lumbini Bank)
Nepal Credit and Commerce Bank Limited (in merger process with Kumari Bank)
Kumari Bank Limited (in merger process with NCC Bank)
Laxmi Bank Limited
Global IME Bank Limited
Citizens Bank International Limited
Prime Commercial Bank Limited
Sunrise Bank Limited
NMB Bank Nepal Limited
NIC Asia Bank Limited
Siddhartha Bank Limited
Machhapuchchhre Bank Limited
Mega Bank Nepal Limited
Civil Bank Limited
Century Bank Limited
Sanima Bank Limited
Janata Bank Nepal Limited (List of BFIS, 2017).
2.5 Challenges and Opportunities faced by commercial banks in Nepal
Commercial bank performs various financial and banking activities. Throughout the
performance, commercial bank faced challenges and analyze opportunities in order to cope up
with the future problems and perform all the activities in an effective and efficient way. There
are various threats as well as opportunity. Thus, to analyze the challenges and opportunities
faced by commercial bank in Nepal PESTLE analysis is used. This PESTLE analysis highlights
key factors affecting the banking industry.
2.5.1 Political factors
Government laws affect the state of the banking sector. The government can interfere in the matters of
banking whenever, leaving the industry liable to political influence. This includes corruption among
political parties, or specific legislative laws such as labor laws, trade restrictions, tariffs, and political
stability.
13
2.5.2 Economic factors
The banking industry and the economy are knotted. How income flows, whether the economy is
prospering or barely surviving during times of recession, affects how much capital banks can
access. Spending habits, and the reasons behind them, affect when customers borrow or spend
funds at banks. Exchange rates also affect banks globally- stable currencies such as the US dollar
impact other currencies, spending habits, and inflation rates in other countries.
2.5.3 Sociocultural factors
Cultural influences such as buying behaviors and necessities, affect how people see and use
banking options. Customers seek knowledge about the bank services like deposits, loans, bank
related credit cards, investments, shares and many more directly from the bank. Therefore, to
make customer service more effective bank provides various facilities with the use of advanced
technology and infrastructure. Consumers desire a seamless banking experience. And technology
is developing to allow consumers to buy products easier, without requiring assistance directly
from banks.
2.5.4 Technological factors
Technology is changing how consumers handle their funds. Many banks offer a mobile
application to witness accounts, transfer funds, and pay bills on smartphones. Smartphone can
scan cheques and bank can process it from their end which helps to save paper and the need to
drive directly to handle these concerns. Debit card are changing, by implementing chips. These
changes make it easier on the user to make purchases without required interruption from banks.
Even banks are utilizing technology within the workplace. Telecommunicating through virtual
meetings is being embraced. It replaces the need for in-person meetings.
14
2.5.5 Legal factors
The banking industry follows strict laws regarding privacy, consumer laws, and trade structures
to confirm frameworks within the industry. Such structures are required for customers in the
allocated country and for international users.
2.5.6 Environmental factors
With the use of technology like the mobile banking application, the use of paper is being
reduced. Many issues are taken care of through mobile apps and online banking services.
Consumers can apply for credit cards online, buy cheques online, and have many of their
banking questions and queries answered online or through smartphones. Thus, reducing
individual environmental footprints.
15
CHAPTER THREE
INTRODUCTION OF RASTRIYA BANIJIYA BANK
LIMITED
BIRATNAGAR BRANCH
3.1 A Brief History of Rastriya Banijiya Bank
Rastriya Banijiya Bank limited was established on January 23, 1966 (Magh 10, 2022 B.S.) under
the RBBL Act, RBBL is fully Government-owned and the largest commercial bank in Nepal.
Now the bank is running under the bank and financial institute act 2063. RBBL has been
16
contributing to socio-economic development of the country for the last four and half decades.
The Bank has currently entered into 51 years of service. RBBL provides various banking
services to a wide range of customers which include elite to poor individuals, institutional
customers, and the customers from industry / business communities.
RBBL has Nepal's most extensive banking network with over 293 branches, 17 counters, 93
branchless banking (BLB) and 165 ATMs. Through its widest branch and ABBS network,
RBBL has been catering modern banking services to millions of customers. The Bank was
transformed in company in 2063-1-6 B.S.
RBBL has many correspondent arrangements with major international banks all over the world
that facilitate trade finance, bank-originated personal funds transfers and inter-bank fund transfer
via SWIFT. In a bid to promote remittance business, RBBL works with Western Union and
International Money Express, IME, RBB Remit, City express, CG money transfer, etc.
The bank has played crucial role for the development of financial sector i.e. bank, insurance
companies through its promoter’s role. As a second commercial bank of the country, the bank
has been contributing in the trade, industry and agricultural sector of the country. The bank has
also contributed in the hydropower sector. Health and Education sector are also benefitted
through its disbursement.
The bank is also in the frontline towards fulfilling corporate social responsibility. The bank has
been working as a development partner by acting as a fund administrator of Poverty Alleviation
Fund (PAF). Similarly, the bank has been working as a chief administrator in the Educational
17
Assistance Project (run with the assistance of World Bank) aimed at assisting poor and diligent
students learning at higher secondary and bachelor level.
3.2 Vision Statement
As stated, the vision of RBBL is “Developing RBBL as a model number one financial institution
of the country” via support of reliability that has been ensured to local customers till date.
3.3 Mission Statement
The mission statement is “to provide easy and innovative banking products and services for our
customers by implementing one stop service concept from our wide network using our modern
technology qualified human resources in competitive environment.” RBB always look for the
benefit of the local communities, supporting entrepreneurship, social responsibility and
economic prosperity of the nation.
The other missions of RBB are:

Contributing towards flourishing industrial, commercial sector of the country

Contributing for the development of agricultural sector.

Help realizing national goals set by government.
3.4 Objectives
The objectives of RBB are mentioned below:

Increase in capital base of the bank by meeting the minimum capital requirement.

Business growth and increase in market share.

Enhance operational efficiency.
18

Sustainable increase in profits.

Focus on empowerment of deprived class.

Focus on providing innovative financial services.
3.5 Core Values and Ethical Principles
The core values and principles of RBBL states that, their customers and the communities we serve,
who we really are; what we are about; and the principles by which we pledge to conduct business.
In essence, we believe that success can only be achieved by living our core values and principles:

Customer Focus: The prime focus of RBBLL is to perfect their customer service.
They believe that customers are the first priority and driving force and wish to gain
customer confidence and be their trusted partner.

Quality: RBBL believe a quality service experience is a paramount to customers and
are strongly committed in fulfilling this ideal.

Honesty and Integrity: RBBLL ensure the highest level of integrity to our customers,
creating an ongoing relationship of trust and confidence. They treat customers with
honesty, fairness and respect.

Belief in our people: RBBL recognize that employees are the most valuable asset as
our competitive strength. They respect the worth and dignity of individual employees
who devote their careers for the progress of the Bank.

Teamwork: RBBL believe in team work and feel that loyal and motivated teams can
produce extraordinary results.

Good Corporate Governance: Effective Corporate Governance procedures are
essential to achieve and maintain public trust and confidence in any company, more so
19
in a banking company. RBBL commits in following best practices resulting in good
corporate governance.
3.6 SWOT Analysis of RBB
SWOT Analysis stands for Strengths, Weakness, Opportunities and Threats. SWOT analysis is a
strategic planning technique used to help an organization identify strengths, weaknesses,
opportunities and threats related to business competition. SWOT analysis aims to identify the
key internal and external factors seen as important to achieving an objective. A SWOT analysis
is developed to facilitate a realistic, fact-based, data-driven look at the strengths and weaknesses
of an organization. This analysis can guide business towards strategic more likely to be
successful. Here, the internal strengths and weakness of RBB as well as the external
opportunities and threats are
Table 2 :
Internal
SWOT Analysis of Rastriya Banijya Bank
Strength
Weaknesses
Factors
a. Efficient management system.
a. Lack of adequate space.
b. Diversified and service offered.
b. Lack of staffs for each
c. Experienced and hardworking
department.
professional staffs.
20
d. Second largest commercial
c. Low interest rate on normal
bank in Nepal.
savings.
e. Quality work culture leading to
superior and prompt customer
service.
External
Opportunity
Threat
Factors
a. Could offer more interest rate
a. Chances of losing customers
on deposits to attract new
because of slow processing and
depositors.
long queue banking system.
b. Could be the innovator on
b. Always having problem on
bringing new and advanced
ATM service could make bank
banking products and services.
suffer on long run.
c. Remittance is growing
d. Increasing
population
urbanization.
c. Changed
rapid
in
the
political
environment of the country.
d. Competitor bank could take
away the banks major deposit
customers and creditors.
Source: (www.rbb.com.np, 2018).
3.7 Products and Services Offered
As commercial banks, the major products and services are loans and deposits schemes. Besides
them, fund transfer, ATM services are also the major products and services of RBBL. The
21
overall products and services are classified as Deposits, Loans, Funds Transfer, and ATM which
are described as below:
3.7.1 Deposits
RBBL, like other commercial banks, accepts deposits from general public or surplus unit of an
economy. They accept deposits in different headings and in different schemes. Interest is
provided to the depositors in conditional and negotiable. Brief summary of different types
deposits schemes that RBBL has at current are as follows:
A.
Saving Account
Designed with many array of features, Savings account at RBBL not only ensures attractive
returns to your idle money but also makes your personal banking convenient and efficient. It
provides attractive interest rate affordable balance, unlimited withdrawals/deposits, withdrawal
below minimum balance, extended banking hours in KTM valley branches, free check book,
ATM card etc.
B.
Current Account
Rastriya Banijya Bank has a tailor made current account that rightly meets the customer’s needs
in today’s fast-paced business. A networked branch of Rastriya Banijya Bank gives one the
power to transfer funds in and across cities (where Rastriya Banijya Bank has its
offices/branches) in a flash.
C.
Fixed Deposit Account
Tenure ranging from seven days to over two years, Fixed/call deposit at Rastriya Banijya Bank
allows you to diversify your portfolio to best suit your investment plan. It has features like
22
attractive interest rate, wide options of tenure, convenient account opening, auto renewal
possible, and loan facility up to 90% of deposit amount and also provides free check book.
D.
Others
RBBL has provided various account services with special nature to meet the needs of the
particular target group or customers. There are also some other deposit accounts like Call
deposit, Mahalaxmi Bachat Khata specially for women, Karmayogi Bachat Khata for men,
Chunamuna Bachat Khata for Children and Teacher’s Bachat Khata for the teachers. There are
different provisions and offers regarding these accounts.
3.7.2 Loans
RBBL provides variety of credits to the customer. Not only to the individual but also to the
corporation, RBBL provides credit to them. Different kinds of credit facility by RBBL are as:
A.
Business Loan
The business loan provides finance to support or expand the existing business and also to start up
the new business. RBBL provides full range of banking solution to meet the financing needs.
Business loan can be further classified as Funded and Non- funded loan.
B.
Retail Loan
RBBL provides the retail loan to meet the personal needs of the customers or individual. It
includes Housing loan, Vehicle loan, Apartment loan, Educational loan and many others.
C.
Agricultural Loan
23
RBBL also provide the agricultural lending to its clients considering the due importance of
developing agricultural sector as it is a predominant contributors of Nepalese economy providing
employment to 66% of active population and contributing 38% in GDP. This venture of RBBL is
crucial in commercialization of agriculture sector as Government of Nepal has been providing
prime focus on raising agriculture production through commercialization involving the grower
farmers, processors, traders/marketers and consumers in a commercially viable value chain. In
this field it provides the loan in areas like Agronomy, Horticulture, Livestock, and Floriculture.
3.7.3 RBBL ATM and Debit Card Service
RBBL is a visa associate member bank. Bank has launched Debit Card Service for all branches
within Kathmandu valley and the service has been extending to other branches out of Kathmandu
valley. Bank has launched issuance of Visa Electron Debit Card from all of its branches. RBBL
has own 165 ATM outlets.
3.7.4 SMS Banking and E-banking
RBBL has started SMS banking Service. It has made the bank balance at the finger tips. This
service is available from 162 branches, 22 branches located in Kathmandu valley and other 140
branches outside Kathmandu valley. RBBL account holders are requested to register this service
from the respective branch offices. RBBL also provides E-banking that has made balance and
statement enquiry possible from homes. With just the click of the mouse the customers can track
their account from anywhere in the world. All branch offices from within and outside KTM
valley are providing this service.
24
3.7.5 Any Branch Banking Service (ABBS)
RBBL has been providing Any Branch Banking Service from all the branches across the country.
It provides inter branch check payment, cash deposit, Balance Enquiry fund transfer and so on.
ABBS service charge is free within the Kathmandu valley and within the same district. However,
for the cross district (expect for within the Kathmandu valley) transaction, ABBS commission is
free upto 100000 minimum charges of 0.05% will be charged above Rs 100,000.
3.7.6 Mobile Pay Services
RBBL is providing Mobile Banking financial service with its service powered by pay bill. The
customer of RBBL can pay utility bills, shop online, buy tickets, send gifts, pay bills and even
transfer money through the mobile phone. It is easy, simple and secure. The following services
are available:

Recharge pins purchase

Bills payments

Payments on retail outlets

Online shopping

Person to person fund transfer

E-Sewa fund transfer
3.7.7 Branchless Banking
Branchless Banking (BLB) represents a significantly cheaper alternative to conventional branchbased banking that allows financial institutions and other commercial actors to offer financial
25
services outside traditional bank premises by using delivery channels like retail agents, mobile
phone etc. BLB can be used to increase the access of financial services to the un-banked
communities.
3.7.8 Cash Deposit Machine Service (CDMS)
The services available are cash deposit and cash deposit to third party accounts. This CDM
service is available for the RBBL customers and anyone who wants to make a cash deposit or
payment to a RBBL accounts.
3.7.9 Trade Finance
Through the wide spread and strong network of correspondent banking relationships, RBBL is
capable to offer various products related to international trade suitable to the needs of customer.
Some of the major products and services in this regard are as follows.
Features

Letters of Credit (local, import and export)

Various types of Bonds/Guarantees (including counter guarantees)

Collections (Clean and documentary)

Short-term Trade Finance (import, export and bills)
3.7.10 Remittance
Remittance Department deals with either the transfer of money from one bank to other bank or
from one branch to another branch for their customers. Activities performed in this department
are: receiving and sending the faxes in the other branches, remitting money to different branches
26
using RBBL remit, receiving amounts remitted from different branches, verifying the accounts
where money had been sent and transferring the amount to respective account, and authenticating
the beneficiary and making cash payment to them.
3.8 Overall and Organization Structure of RBBL
The head office of RBBL is located at Singh durbar Plaza, Kathmandu. The board of Directors is
responsible for policy making and guidance to the management. The government nominates all
board members including the Chairman. The executive power is vested in the Chief Executive
Officer (CEO). The Bank has 19 departments in its head office and 5 regional offices across the
five development regions of the country.
RBBL has the largest branch network in Nepal, covering 66 branches in the mountainous region,
69 in Terai region, and 23 in the Kathmandu Valley. The Branch Operations Department is
responsible for supervising the 217 branch network. The Internal Audit Department monitors the
work of the branches and regional offices.
3.8.1 Board Directors of RBBL
The board of Director is responsible for the police making and guidance to the
management. The government nominates all board members including the chairman. Five
members executive committee over as the different departments at head office on a day-to-day
Table 3 : Board of Members of RBBL
Chairman
Mr. Mahendra Man Gurung
27
BOARD OF DIRECTORS
Mr. Nirmalhari Adhikari
Director
Director
Mr. Rabindra Lal Shrestha
Director
Mr. Janak Kumar Baral
Director
Mr. Bidhyawaridhi Sigdel
Director
Mr. Arjun Bahadur Adhikari
Director
Dr. Madav Prasad Dahal
CEO
Mr. Kiran Kumar Shresth
Source:(www.rbb.com.np,2018)
Audit
Committee
Financial
Directives
Employee Management
Committee
Risk
Management
Audit Department
Chief Executive Officer
Management
Committee
Assets and Liabilities
Management Committee
General Manager
DGM
IT Department
DGM
Training and
Development
Department
DGM
Human
Resource
Department
DGM
IBRT
Department
28
Compliance
Main
General
Service
Department
Loan Recovery
and
Reconstruction
Department
Institutional and
middle/small
loan department
Agriculture
and Social
Branch
Operation
Department
MIS Department
Treasury
Department
Electronic
Banking
Department
Legal
Department
Figure 1: Board of Members of RBBL
Finance
Department
Management
and
Information
and Budget
Department
Marketing
and
Development
Department
RegionalStructure of RBB, Biratnagar Branch
Organizational
Branch Manager
Assistant Manager
Loan
ECC
Counter
Remittance
Administration
Help desk
Teller1 (cash
deposit)
Teller 2 (cash
deposit)
Teller3 (Cash
withdrawal)
Teller 4 (Cash
withdrawal)
Figure 2 : Organizational Structure of RBB, Biratnagar Branch
29
Source: (www.rbb.com.np, 2018).
3.8.2 Staff Member of RBBL, Biratnagar Branch
Total 23 members are working in this branch.
Table : 4
Staff Member of RBBL, Biratnagar Branch
Position of staff
Number of staff member
Branch Manager
1
Branch Assistant Manager
1
Assistant Manager
3
Account Assistant Manager
1
Senior Assistant
5
Assistant
2
30
Computer Assistant
1
Driver
1
Security Guard
5
Cleaner
3
Total
23
Source :(www.rbb.com.np,2018)
3.9 Present context of RBB
RBB has reported a net profit of Rs 1.96 Arba for the second quarter end of the current fiscal
year 75/76. After the acquisition of NIDC Development Bank, the paid-up capital of RBB has
increased to Rs. 9 Arba. The bank has deposits worth Rs. 1.82 Kharba and has provided loans
and advances worth Rs. 1.34 Kharba. The bank has made investments worth Rs 45 Arba in
31
instruments such as treasury bills. The bank caters to a total of 30 lakh customers out of which
7.50 lakh use mobile banking service and 4.91 lakh customers use debit cards.
With the moto of “Clean RBB, Smart RBB”, the bank has established around 20 smart branches
in the current fiscal year. Moreover, the bank has stated that it will begin construction of building
in 11 different places in the current fiscal year. The bank has provincial offices in all the seven
provinces of the country along with a network of 217 branches spread across 77 districts of the
country. The bank plans to increase this number by 23 new branches, 25 branchless counters and
35 ATMs in the current fiscal year (Share Sansar 2019).
32
CHAPTER FOUR
ANALYSIS OF ACTIVITIES DONE/PROBLEM SOLVED
4.1 Introduction to the Department
A commercial bank is organized in order to trade currency on financial markets. It performs
many operations at home and abroad with basic trading functions. At the same time, banks are
key tools in the implementation and delivery of funds to provide financial services to the
economy ergo. Customer Service Department is the process of ensuring customer satisfaction
33
with a product or service. Offer, customer service takes place while performing a transaction for
the customer. CSD is an important part of maintaining ongoing client relationships, which is key
to continuing revenue. Customer service representatives help strong relationships with their
clients and customers.
Most successful businesses recognize the importance of providing outstanding customer service.
Courteous and empathetic interaction with a trained customer service representative can mean
the great difference between losing or retaining a customer. Therefore, excellent customer
service should be provided in order to create customer loyalty and customer satisfaction.
4.1.1 Function of Customer Service Department (CSD)

Account operation (account opening and closing)

Process from printing cheques to submitting to final customers

Assisting customer to fill various form (ATM, account opening, account closing, SMS
banking, e-banking, new signature card, new cheque, KYC)

Photo, signature card scanning and entering in software

Checking balance and finding account number

Forwarding customer to respective department as per the requirement of customers
4.2 Accounts opened during the internship period
Different types of accounts were opened throughout the internship period. Here, major attempt
has been made to present the data systematically. This portion will help to understand the
preferences of customers regarding different types of deposits offered by RBB Ltd. Traffic
Chowk Branch.
34
Table : 5
No. of Account opened during internship period
Name of account
No. of Account Opened
Percentage
Saving Account
40
32 %
Fixed account
10
8%
Pension account
15
12 %
Social Security
50
40 %
Current Account
10
8%
Total
125
100%
Source: Researcher observations ,2019
At the time of internship, intern opened 125 different accounts. The accounts are saving, fixed,
pension, social security and current account. Among them 32% was saving account, 12% was
pension a/c, fixed a/c was 8% social security was 40% and current account was 8% respectively.
4.2.1 Types of customer of RBBL, Biratnagar Branch
Rastriya Banijya Bank is one the biggest commercial bank of Nepal. The bank with 2600 hands
has expanded its wings in the most part of the country through multiple distribution outlets of
236 branches, 17 counters, 95 branch less banking (BLB) and 165 ATMs. It has various types of
customers. Some Customers of RBBL, Biratnagar Branch are as follows:
35

Government of Nepal

Financial Institutions

Corporations or the firms

Investors
4.2.2 Objectives of Customer Service Department
Objectives of Customer Service Department of RBBL are as follows:

Fulfillment of customer requirements.

Problem analysis and problem solving.

Organizational skills and customer service orientation.

Adaptability and ability to work under pressure.

Initiator.

Provide qualitative services to the customers.

Minimize customer problem.

Keep customer’s information
4.3 Roles and responsibilities of the intern in Customer Service Department
The roles and responsibilities of the intern in CSD are by performing various tasks such as:
i.
Account Opening
36
while opening an account, the customers required to fill up the form containing all the detailed
information, along with specimen card with their verified signature and the type of account
preferred to open (Saving a/c, current a/c, call account and fixed a/c). The citizen card and its
copy are compulsory (except for the minors). The customer may also include the name and detail
of the beneficiary. After the form is filled, it is entered into the system by employee in the
customer service department which gives the customer ID and account number. Then the form is
sent to approval to the branch manager. Depending upon the type of account opened, the
customer is needed to deposit the minimum balance amount of NRS. 500, NRS.1,000,
NRS.3000, NRS.10,000(minimum) or account is also opened without minimum balance.
Documents required in opening Personal/ Joint A/C

One photocopy of citizenship of the account holders.

Two passport size photo of account holders and one passport size photo of Nominee

Birth certificate for the minor account and the citizenship of the parents of the minor

For the Indian citizens registered certificate from the Indian is needed

One copy of Electricity Bill, Water Bill or Telephone Bill, any one
Documents required to proprietorship A/C

One copy citizenship of proprietor.

Copy of renewed registration certificate.

One photocopy of PAN registration sheet.

Two Passport size photo of proprietor.
37
Document required for the Partnership Account

Firm registration certificate

Income tax/ PAN registration

Partnership agreement

Resolution of partners to open and operate account

Identification documents of partners and their photo

Duly filled specimen card with authorized signatures
Documents required in opening A/C of corporate bodies
ii.

One photocopy of Minute regarding opening A/C.

Copy of Memorandum and Article of association of the company

Duly filled specimen card with authorized signatures and Signs.

Two passport size photo of proprietor

Board resolution for opening of account and its operation

Minute for the opening of account
Cheque issuance
Existing customer have to fill a cheque requisition form given in the cheque book provided to
them earlier. Signature in the requisition slip is verified with the signature in the system. After
verification the account number in entered in the Pumori in cheque printing option. 10-50 leaves
of cheque are prepared according to their usage history and demand of the customer. For new
customer only 10 leaves of Cheque are printed. Then the new Cheque numbers are entered into
38
the Cheque register for both new and old customer. By taking the authorized signature of
receiver in cheque register (with identification document if account holder is not presented).
Then the cheque book must be verified by the issue manager and the operation head or branch
manager. Then it is provided to customer.
iii. Account Closing
Customer was first encouraged not to close their accounts but due to various reasons customer
may close their accounts. An intern has to face such customer and convince them not to close
their accounts due to small problem. If they are not ready to maintain the accounts, they have to
fill the account closing form with reason of closing their account. Customer must have to return
the Cheque book, debit/credit card, etc. if any. Customers are requested to fill up an account
closing form and the staffs at the department enter the request into the system to close the
account and deduct the account closing charge. The account closing form is taken to the Branch
Manager for approval. Only then the account will be closed and refund the minimum balance
after deducting accounts closing charges. An inter-department ticket is given to the customer to
withdraw amount from the counter. The charge for closing account is Rs. 200 if the account is
closed after 6 months and the charge is Rs. 1000 if it is before 6 months.
iv.
Issuance of Debit Card
Banijya Bank provides a visa card to its accountholders. For this the customer has to fill up a
requisition form. The form is checked by the staff at the CSD and is forwarded to be entered into
the system. The ATM cards become ready within 10-15 days of form submission. After the card
arrives at the branch the customer is informed about the same.On arrival of the customer s/he is
39
asked to sign in the issuance registered and in the Visa card. The pin number is provided to the
customer after whom the card is activated instantly. Intern has to provide the ATM cards by
registering in ATM register. Internee’s photograph, the customers were given the debit card
along with PIN (Personal Identity Number) then the cards were activated. The record of
receiving card will be maintained by taking authorized customer sign in ATM register.
v.
Handling Telephone Calls
Telephone calls were handed mostly to entertain the queries of the customers. People make
phone calls for different purposes. Only the important calls are forwarded to manager and staffs
all other queries are answered in the customer service department. The intern has to be courteous
and polite. They must follow telephone etiquettes. If the concerned person is unavailable at the
time of the call an arrangement should be made to get the message passed when the person is
available. On the other hand, customers are informed about their debit card reception, fixed
deposit maturity etc. by making call with them.
vi.
Scanning and Photocopying
The activity of making the photocopy of the documents such as the Citizenship Certificate of the
customers, the FD receipt and the other documents as asked by the staffs of the bank was
performed during the internship period. The account opening forms of the customers (Signatures
of the accountholders and their photos) and other documents were scanned during the period
40
vii.
Filling and record keeping
During the internship, the task of filling and recording the documents were also performed.
Proper filling of the things like Cheque requisition form, ATM acknowledge form, account
opening form etc. was performed. Similarly the accounts opening register for the new accounts
opened was updated by recording the new accounts opened, on a regular basis and the signature
of the authority was also received on the register.
viii.
Relationship Maintenance
Maintaining good customer relationship was another motto in the CSD. As an intern it was
always kept in mind that none of the activities done should affect the existing relationship
between the bank and customers. As an intern the focus was on the walk-in customers as well as
on the existing customers because they walk-in customers were the potential customers of the
bank who would make the word-of-mouth advertisement of the bank and the existing customers
are the assets of the bank.
ix.
Dealing with the customer’s complaints
The involvement of the intern was also dealing with the grievances of the customers. The major
grievance was related to the ATM machine. Customers made complaints about the difficulty to
withdraw their money from the ATM machine, lack of parking space and so on. Such complaints
were forwarded to the authorities concerned.
41
x.
Balance Enquiry
With the help of the software, an intern is allowed to make balance enquiry of the customers. By
entering account number in enquiry option balance of the customer can be checked. The total
balance is told only to the account holder by verifying his/her photograph. Internees are not
allowed to tell the balance other than account holder and on phone calls.
4.4 Problems and Challenges in Customer Service Department
Customer service department is the department where direct communication is done. This
department directly deals with the customer queries and questions regarding their balance
enquiry, activation of mobile banking, printing of cheques and account statements etc. Thus,
various problems and challenges are faced during the period of internship. They are mentioned
below:

Communication with different personality people.

Large numbers of cheques have to be printed at once

.Huge crowd.

Lack of patience in people.
4.5 Problem solved in Customer Service Department
During the period of internship, various problems are solved as an intern:

Help in filling up the new account opening forms.

Following up the customers who have come to receive ATMs and cheques.
42

Recording the number of printed cheques indicating the number of cheques assigned to
customer in chronological order.

Listening to customer queries and providing them basic information and knowledge to
solve their issues and problems.

Communicating with customers about the bank services
4. 6 Observed gaps
Knowledge gained from the academic courses seemed to be totally different in practice.
Although, there is the huge gap between theory and practice, the concept of the theory is
essential in the workplace. Socio-cultural factors, the interpersonal relationship seems to be
simple in theory but in the practical maintaining the interpersonal relationship and mixing with
society is a crucial task. Dealing with various kinds of customers effectively can be sharpening
through the practice. Knowledge from the book about customer relationship cannot be as
effective as that in practice.
43
CHAPTER FIVE
LESSONS LEARNT, CONCLUSION AND
RECOMMENDATIONS
44
5.1 LESSON LEARNT
The banking sector is one of the service sectors which is vital for the uplift of the economy for
the country and is dominant in the present context. The work in the bank is a challenging one
which was learnt during the internship at the Rastriya Banijiya Bank. I would be able to know
the banking system through my internship and get the practical exposure but I found it was quite
different experience. Moreover, willingness to learn and taking initiative is essential to gain
comprehensive knowledge about the work. The two months long internship at RBB did not only
gave me an opportunity to learn about the basic activities of the various departments but also
helped to shape personality and character to greater extend. Some of the experiences and lessons
gathered during the internship period are:

Dealing with people with different personality mostly in Customer Service Department.

Learnt to work in team and individually to perform the assigned task.

To build communication skills, analyze work place relationship, build greater networking,
and socialize with many people.

Learnt about the importance of the time management and the need of the communication
skills in Customer Service Department.

Learnt various qualities required for being crucial part of an office team such as sincerity,
punctuality, and confidentiality and working under pressure.

Learnt using the banking software system for account opening, updating KYC, balance
enquiry, printing cheques and account statements, activating mobile banking etc.
 Learned about the behavioral skills while dealing with customers as well as staffs of the
organization.
45
5.2 CONCLUSIONS
Commercial Bank in Nepal could be viable only if they could provide maximum qualitative
services to the customer of the bank who is the main source of income for the banks. Without the
customer no bank can fulfill its objectives. To maintain the standard of the bank it should always
look for measure to adapt to changes to a better level.
This report has been prepared as the partial fulfillment of eighth semester of BBA under LUC.
Rastriya Banijya Bank Limited proved to be a strong mainstay for building up my professional
career. The internship gave me the perfect opening to plant my acquaintance in the appropriate
field. It helped me to apply the year’s long theoretical lessons into practical area. Further, in past
8 weeks, I learned to work under pressure and broadened my knowledge, vision, ability and
confidence to perform in real working upbringing. It was a great chance to gain practical
knowledge of banking sector. Beside this, the supervisors were extremely helpful in guiding on
our internship program.
It was the great experience working as an intern in Rastriya Banijya Bank Limited. The
operational environment was friendly. There was good communication and healthy relationship
in between the different levels of staffs. The author was able to find out various services offered
and facilities provided by Rastriya Banijya Bank Limited. Working as an intern mainly provided
us an opportunity to learn about practical implication in our career building hence it is a
significant platform for our future career.
46
5.3 RECOMMENDATIONS
From the overall study and the observation, Banijya Bank is one of the best banks to provide the
continued service to the general public and its customer in this competitive environment. And as
well as there are many challenging environment to Banijya Bank Ltd. And all commercial
banks at present situation. In this competitive environment the developing countries like Nepal
is also the challenge to the Banijya Bank ltd. As there is an advent of Information Technology,
the bank must give its special attention on equipping with the modern technologies. By working
as an intern at RBB Biratnagar branch and observing its working environment some areas of
improvement are identified. Therefore, following recommendation can be made to the bank for
achieving higher efficiency and effectiveness.

Customer satisfaction is the key for any organization, but it is seen in the bank that some of
the customers of the bank are not satisfied by time taken to decide the service. Thus, taking
this into consideration RBB should focus more on quick and satisfactory service.

Bank should give its customers the notification regarding the changes in interest rates of
deposits and loan rates to the customers in their cell phones through the service similar to
SMS banking. It is found that many customers are surprised to find the interest rates changed
as the current means of information delivery seems less effective.

Replacement of ATM with a new one

Replacing the old software, photocopy machine and printer with the new one

Using the inverter or generator that can constantly supply power during power cut
47
BIBLIOGRAPHY
Akrani, G. (2011, 09 02). Retrieved from Kalyan City Life: http://kalyancity.blogspot.com/2011/02/what-is-bank-introduction-definition.html
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List of BFIS. (2017, 04). Retrieved from Nepal Rastra Bank:
https://www.nrb.org.np/bfr/pdffiles/List_of_BFIs_April2017_English.pdf
Nepal Rastra Bank Act, 2058 (2002). (2002, January 30). Retrieved from Nepal Rstra Bank:
https://nrb.org.np/lgd/acts_ordinances/nepal_rastra_bank_act_2002_[english].pdf
Sahayogee, J. (n.d.). Development of Banking System in Nepal. Retrieved from IMNEPAL:
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https://thehimalayantimes.com/opinion/banking-nepal-existing-scenario.
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