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By: Suraksha Koirala

Kathmandu Model College Exam Roll No. 6600- 2009 T.U. Registration No.7-2-446-49-2009

A Report Submitted to: Office of the Dean Faculty of Management Tribhuvan University

In partial fulfillment of the requirements for the degree of Bachelor in Business Administration (BBA)

Kamaladi, Kathmandu August, 2013


This internship report has been prepared as per the requirement of Bachelor degree in Business Administration of Tribhuvan University in which students are required to undergo internship training in an organization for a period of 8 weeks to familiarize the students with the practical aspects of working in the organization. I would like to express my gratitude to Mr. Sunil Maharjan, branch manager of Shankhamul Branch, Ms. Puja Shrestha operation incharge, Ms. Manju Adhikari and Ms. Ritu Shrestha of CSD for providing necessary data and information relating to bank. Without their co-operation this piece of work would have never been completed. I would like to thank Mr. Ajay Prasad Dhakal, director of BBA program, Kathmandu Model College for providing great help to work in the organization and without whose approval this report would have never been completed. I am highly indebted to Mr. Madhusudan Gauttam of Kathmandu Model College, for his cordial co-operation, supervision and inspiration without which this report would not have come into existence. His intellectual guidance continually inspired me to complete this work. I sincerely acknowledge my thanks to all respected teachers, friends and all colleagues in completing this project.

Suraksha Koirala Kathmandu Model College

RBB B.S. BOD ABBS ATM BBA NRB CSD L/C A/C T.U. S.N. CEO % Rastriya Banijya Bank Bikram Sambat Board of Director Any Branch Banking Service Automated Teller Machine Bachelors in Business Administration Nepal Rastra Bank Customer Service Department Letter of Credit Account Tribhuvan University Serial Number Chief Executive Officer Percentage

I hereby declare that the internship report entitled "The General Banking Practices of Rastriya Banijya Bank," submitted to office of the dean, Faculty of Management, Tribhuvan University, is my original work done in the form of partial fulfillment of the requirement for the degree of Bachelor in business administration (BBA) under the supervision and guidance of Mr. Kiran Thapa (KMC).

__________________ Suraksha Koirala Exam Roll No: 6600 - 2009 TU Registration No: 7-2-446-49-2009


Title page
Recommendation Internship Completion Letter Declaration Acknowledgement Abbreviations

Chapter I: Introduction
1.1 Background 1.2 Objectives of the Study 1.3 Methodology 1.3.1 Organization Selection 1.3.2 Placement 1.3.3 Duration 1.3.4 Activities Done in the Organization 1.4 Limitations

1 2 2 2 3 3 4 5

Chapter II: Introduction to Banking Industry

2.1 Background of Banking Industry 2.2 Evolution of Banking Industry in Nepal 2.3 History of Banking Industry in Nepal 2.4 Commercial Banks

6 7 8 9

Chapter III: Introduction to Rastriya Banijya Bank

3.1 Brief Introduction 3.2 Vision/mission of RBB 3.3 Major Objectives/ Activities

10 11 11

3.4 Organizational Structure 3.5.1 Current Board of Directors of RBB 3.5.2 Management Teams 3.6 Branch Network of RBB 3.7 Achievements of RBB 3.8 Product and Services rendered by RBB 3.8.1 Deposits 3.8.2 Remittance 3.8.3 Trade Finance 3.8.4 Granting of Loans and Advances 3.8.5 New Services

12 12 13 15 15

15 18 19 19 20

Chapter IV: Analysis of Activities Done and Problems Solved

4.1.1 Activities performed in Customer Service Department 4.1.2 Activities Performed in Loan Department 4.1.3 Analysis of Research on Customer Satisfaction 4.1.4 Activities Performed in Other Department 4.2 Observed Gaps

22 26 28 33 33

Chapter V: Conclusion and Lesson Learn

5.1 Conclusion 5.2 Lesson Learnt

35 37

Bibliography Appendices Appendix-I Appendix-II List of Commercial Banks of Nepal Questionnaire on Customer Satisfaction


Table 1.1 Table 3.1 Table 3.2 Table 4.1 Table 4.2

Worked department and duration List of BOD of RBB Regional Offices Service Tenure Satisfaction level of customers with the overall services of RBB 30 4 13


13 29

Table 4.3

Customer perspective in overall service quality of bank 30 31

Table 4.4

Evaluation of service quality

Fig 3.1

Organizational structure of RBB 14



S.No . 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12.


Operation Date(AD)

Head Office

Nepal Bank Ltd. RastriyaBanijya Bank Ltd Agriculture Development Bank Ltd Nabil Bank Ltd Nepal Investment Bank Ltd Standard Chartered Bank Nepal Ltd. Himalayan Bank Ltd. Nepal SBI Bank Ltd. Nepal Bangladesh Bank Ltd. Everest Bank Ltd. Bank of Kathmandu Nepal Credit and Commerce Bank Ltd.

1937.11.15 1966.01.23 1968.01.02 1984.07.16 1986.02.27 1987.01.30 1993.01.18 1993.07.07 1994.06.05 1994.10.18 1995.03.12 1996.10.14

Kathmandu Kathmandu Kathmandu Kathmandu Kathmandu Kathmandu Kathmandu Kathmandu Kathmandu Kathmandu Kathmandu Siddharthanagar, Rupandehi

13. 14. 15. 16. 17. 18. 19. 20. 21. 22. 23.

Lumbini Bank Ltd. Machhapuchhre Bank Ltd. Kumari Bank Ltd. Laxmi Bank Ltd. Siddhartha Bank Ltd. Global IME Bank Ltd. Citizens Bank International Ltd. Prime Commercial Bank Ltd. Sunrise Bank Ltd. Grand Bank Nepal Limited NMB Bank Ltd.

1989.07.17 2000.10.03 2001.04.03 2002.04.03 2002.12.24 2007.01.02 2007.06.21 2007.09.24 2007.10.12 2008.05.25 2008.06.05

Narayangadh, Chitawan Pokhara,Kaski Kathmandu Birgunj, Parsa Kathmandu Birgunj, Parsa Kathmandu Kathmandu Kathmandu Kamaladi, Kathmandu Babarmahal,Kathmandu

24. 25.

Kist Bank Ltd. Janata Bank Nepal Ltd.

2009.05.07 2010.04.05

Anamnagar,Kathmandu New Baneshwor,Kathmandu

26. 27. 28. 29. 30. 31.

Mega Bank Nepal Ltd. Commerz & Trust Bank Nepal Ltd. Civil Bank Ltd. Century Commercial Bank Ltd. Sanima Bank Ltd. NIC Asia Bank Ltd.

2010.07.23 2010.09.20 2010.11.26 2011.03.10 2012.07.27 2013.06.30

Kantipath, Kathmandu Kamaladi, Kathmandu Kamaladi, Kathmandu Putalisadak, Kathmandu Nagpokhari, Kathmandu Kathmandu


Part A Q1. Please indicate your degree of SATISFACTION with the overall services provided by RBB ,by placing check mark X in the relevant box below. Completely Very dissatisfied Dissatisfie d Mildly dissatisfie d Neither dissatisfied nor satisfied Mildly satisfied Very satisfied Completely satisfied

Part B This section of the questionnaire contains 26 statements relating to the quality of service delivery of your bank.Considering an excellent bank would be scored as Absolutely Agree, please indicate your degree of agreement with the following 26 statements, on your banks performance on the service feature described. You should insert the number that reflects your rating of that service feature in the Answer Box Absolutely Disagree Strongly Disagree Slightly Disagree Neither Disagree nor Agree 1 2 3 4 5 6 7 Slightly Agree Strongly Agree Absolutely Agree

1. 2.

The terms and conditions of your right to services are negotiated. The service, physical facilities, equipment, staff, and communication materials are accessible to you.

3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 13. 14. 15. 16. 17. 18. 19. 20. 21. 22. 23. 24. 25. Part C

Information, advice and support are made available to you. Staff provide prompt and timely service to you. Your complaints are constructively handled. Bank gives good interest rate on savings account. A flexible service is provided to meet your individual needs. Staff are polite and courteous with you. Staff are willing to listen to your individual point of view. Staff communicate in a language that you understand. Complete and accurate information is provided to you in good time. Staff reassure you in terms of your personal anxieties, concerns and problems. Staff are sympathetic to your individual needs, while respecting your privacy Staff respect your confidences and feelings. Banks image and reputation is good. Accurate and secure customer records are maintained. Provides good credit facilities. Services like ABBS has helped you many times. The required level of service is delivered, with clearly stated terms and conditions. The required number of staff have the ability to do the job. The full range of services is delivered to meet your changing needs. Staff deliver the appropriate service as promised. The behaviour of staff makes you feel that you can trust them Provides good ATM and E-banking service. My bank provides safety for my fund

Q1. Please indicate your overall evaluation of the QUALITY of the services provided by RBB, by placing a check mark X in the relevant box below

Extremely Poor

Very poor

Fairly poor

Neither poor nor good

Fairly good

Very good

Extremely good

Q2. Please enter the number of years experience that you have of the services of RBB Number of years ____________

Q3. Please rate the importance of the following ten service quality dimensions, by giving a mark out of 10 for each. Insert your mark in the answer box provided. 1. Access to overall services 2. Responsiveness to your needs 3. Communication style and information provision 4. Humaneness in dealing with you 5. Security of your care 6. Enabling/Empowerment of your development 7. Competence in overall service(ATM, E-banking,etc) 8. Reliability of overall service delivery 9. Good compensation 10. Security of funds.

Q4. Additional Comment On How Your Bank Could Improve Its Service Delivery? . Thank you


Rastriya Banijya Bank. 2069. Annual Report. RBB: Kathmandu Books: Thapa, K. & Parajuli, B. (2010) Financial Institutions and Markets. Januka Publication Pvt. Ltd: Kathmandu Websites: .np