AN OVERVIEW OF CUSTOMER SERVICE

DEPARTMENT OF KAILASH BIKAS BANK LTD

INTERNSHIP REPORT

Submitted by:

Arzu Dhungana

Roll No: 17450531

PU Regd No: 2016-2-45-0467

Submitted to:

Excel Business College

New Baneshwor, Kathmandu

Submitted for the degree of

Bachelor of Business Administration

Banking and Insurance

(BBA-BI)

Kathmandu, Nepal

September, 2019
 DECLARATION

This Internship Report entitled “Customer Service Department in Kailash Bikas

Bank Ltd” which is submitted by me in partial fulfillment of the requirement for the
award of BBA-BI degree of Pokhara University Compromises only my original work
an due acknowledgement have been made to material used in the report.

Name of Student

Date:
 Acknowledgements

This is a matter of pleasure for me to acknowledge my deep sense of gratitude to

Pokhara University and my college, Excel Business College for giving me an
opportunity to explore my abilities via this internship programme. I would like to
express my sincere gratitude to our Principal, Rajan Prasad Kadel and our Director,
Dr. Bishnu Prasad Bhattarai for this opportunity. I also wish to express my gratitude
to my internship supervisor Subash Shrestha for his valuable guidance and advice in
completing this project.

I would like to record my sincere appreciation and gratitude towards all the officials
and employees of Kailash Bikas Bank Ltd New Baneshwor Kathmandu, without
whose kind assistance, my internship program would not have succeeded. The facts
and other vital information provided by them have contributed towards making this
project as comprehensive as possible. I am indeed thankful to them.

I am also very thankful and grateful towards my seniors, colleagues and authorities of
Excel Business College for their support, encouragement, and valuable suggestions
for the completion of this project as well as for their generosity and cooperation.

Last but not the least, I would like to express my sincere thanks to all my family
members, friends and well-wishers for their immense support and best wishes
throughout the internship duration and the preparation of this report.

I believe that this report will be a valuable asset not only for academic institution, but
will also be useful for all those who are interested to learn about internship
experiences in customer service department.
 List of Tables and Figures

List of Tables:

Table 1.1: Details of Locker Facility 7

Table 1.2: Core Capital and its Components 9

Table 1.3: Supplementary Capital and its Components 10

Table 1.4: Total Qualifying Capital 10

Table 1.5: Ownership structure of KBBL 11

Table 1.6: Financial Achievements of KBBL 12

List of Figures:

Fig 1.1: Organizational Structure of KBBL 8

Fig 1.2: Shareholding pattern 11-12

Fig 1.3: Bar Diagram of Financial Achievement 13

 ABBREVIATIONS

BBA-BI = Bachelor in Business Administration-Banking & Insurance

NRB = Nepal Rastra Bank

KBBL = Kailash Bikash Bank

FD = Fixed Deposit

ATM = Automated teller machine

PIN = Personal Identification Number

POS = Point of Sale

CSD = Customer Service Department

B.O.D = Board of Director

A/C = Account

KYC = Know your Customer

P.U = Pokhara University

ECC = Electronic Check Clearing

Table of Contents

Chapter I Organization Profile

1.1 Background ……………………………………………………………………………………………………………………1
1.2 Missions and objectives…………………………………………………………………………………………………2
1.3 Major Markets and Customers………………………………………………………………………………………2

1.4 Products and Services…………………………………………………………………………………………………2-8

1.5 Organization Design and Structure…………………………………………………………………………………8

1.6 Financial Structure……………………………………………………………………………………………………9-12

1.6.1 Ownership Structure………………………………………………………………………………………..11-12

1.7 Organization Performance………………………………………………………………………………………12-13

Chapter II Job profile and Activities Performed

2.1 Activities Performed in the Organization 14-19
2.2 Problems Solved 19-20
2.3 Intern's Key Observation……………………………………………………………………………………………..20

Chapter III Lessons Learnt and Feedback

Key Skills and Attitudes Learnt…………………………………………………………………………………………….21

Feedback to the Organization……………………………………………………………………………………………22

Feedback to the College/ University………………………………………………………………………………22-23

 Chapter I

Organization Profile

1.1 Background:
After the end of 6th semester, we were entitled to indulge in eight weeks Internship
Program as per the schedule of BBA-BI course of Pokhara University. Most of
internee colleagues joined banks, especially “A class” licensed financial institutions
for their internship. But unlike others internee joined “B class” licensed financial
institutions for internship. Everyone was eager to have firsthand experience in
banking sector because we were doing BBA-BI course.

Internee chooses Kailash Bikash Bank for internship program because she wanted to
have general ideas in practical working environment and their activities. Internee
joined to get exposed to the real world of accounting and to have firsthand experience
on the same since she is a student of management faculty. Internee wanted to learn
about the practical situation of a financial institution and implement theoretical
knowledge in to practical and realistic work environment.

Kailash Bikas Bank Limited is one of the largest national level development banks of
Nepal in terms of assets, deposits, profits & branches catering to large customer base.
The Bank has earned accolades in recognition to its services and overall performance
& has been bejeweled with glorious awards from NRB, ICAN and PCCI in the history
of Nepali Financial Institutions.

Corporate governance, transparency, long term growth and likes has always been high
priority of the Management which in turn has yield secured profit, sustained growth
and smooth operation of the Bank.

1
1.2 Missions and objectives:

Missions:
 To be leader in providing healthy financial and its related services
(Lending, Deposit and other financial and related services).
 To be one of the most admired financial services organization which is
recognized on “customer focused” and “inclusive employee culture”
ensuing to positive contribution to the society in which we live and work.

Objectives:
 To help the Customer Succeed.
 To promote Team work and Mutual Cooperation.
 To maintain Ethical Standard and Integrity.
 To continue Organizational and Personal Improvement.

1.3 Major Markets and Customer:

Kailash Bikas Bank was established primarily engaged in the promotion, development
of industry, agriculture and other key sector of Nepal. The bank serves its services to
the people of rural as well as city areas. The bank is serving the services to its
customer through 97 outlets (Branches) all over the country. The customer serves its
services to institutional and individual customer. It collects deposit from different
individuals, business and invests the resources in productive manner. It provides all
the development services, so as to accelerate the growth of the economy.

1.4 Products and Services:

Banks are financial institution which deals with the money. Banks generally collect
money from surplus unit of society and lend it to the deficit unit of society. Banks
provides different deposit account based on different variable features like interest
rate differentiate, minimum balance requirement, period of holding etc. for attracting
the customer. And also provide lending facilities through different lending account
titles. Each account is different from one another in terms of purpose, interest rate etc.

2
The deposits and credit accounts are the main product of bank. Following are the
product and services provided by KBBL.
Saving Facilities:
Every bank and financial institution that is operates in public money. They accept
deposit from the general people and large business organization by paying certain
rate of interest to them. The bank pays interest rates according to the nature of
account. KBBL provides saving facilities through various types of deposit
accounts. The rate of interest provide also varies from 6.50% to 10.00% according
to type of account.
1. Saving account (pays interest of 6.5%-7.00%)

Saving Deposits Interest Minimum Balance

Rates
Sajilo Saving A/c 7.00% -
Chirayu Saving A/c 7.00% -
Anmol Bal Bachat A/c 7.00% 1,000.00
Awakash Pension Saving A/c 7.00%
Shareholder Saving A/c 7.00% 1,000.00
Kailash Silver Jubliee Saving A/c 7.00% 1,000.00
Kailash Talabi Khata 7.00% -
Kailash Sabaiko Bachat Khata 7.00% -
Kailash Surakshit Naari Bachat 7.00% -
Khata
KBB Staff Salary Saving A/c 7.00% -
Kailash Remit Bachat Khata 7.00% -
Kailash Laghu Samriddha Bachat 7.00% -
Khata
Kailash Biddharthi Bachat Khata 7.00% 200.00
Sahara Saving A/c 7.00% -
Nari Saving A/c 7.00% -
Ex-Army Saving A/c 7.00% 1,000.00
Premium Saving A/c 7.00% 5,000.00
Karmachari Saving A/c 7.00% -
Sunaulo Saving A/c 7.00% 5,000.00
Super Saving A/c 7.00% 10,000.00
Special Saving A/c 7.00% 15,000.00
Kailash Jumbo Saving A/c 7.00% 20,000.00

Normal Saving A/c 6.50% -

2. Current account: (No interest bearing deposit but highly liquid.)

3
3. Fixed deposit account: (pays interest of 8.00% - 10.00% according to time of
maturity)

Duration Monthly/Quarterly Interest

For For
individual institution

3 Months to 3 Years 10.00% 9.50%

Above 3 Years 9.50% 9.00%

Dhukuti Account 8.00% NA

Recurring deposit 8.00% NA

Kailash Kramik Bachat Khata 8.00% NA

4. Call account (Upto 6.5%)

Credit facilities:
Lending is considered as the main assets of any banks. They accept deposit from
public by paying lower interest rate and lend it to developing sectors by charging
higher interest. The margin interest rate (difference between lending and deposit)
is the main source of income for any banks and financial institution. The bank
provide loan to its customer through various loan account and interest is also
varies according to the purpose and loan title. KBBL provides loan facilities by
following various loan accounts.
 Retail loan: Retail loans are for individual borrowers. The bank provides
loan to people through different loan account such as:
 Agricultural loan
 Business loan
 Home loan
 Hire purchase loan
 Auto loan
 Gold loan
 Education loan
 Foreign employee loan
 SME loan
 Margin loan

4
 The accounts are with various purposes.

 Corporate loans:
 Industrial loan
 Real estate loan
 Kailash micro loan
 Consortium loan
 Loan against FD
 Loan against govt. bond.

Remittance facilities:

With the remittance facilities KBBL help people for sending and receiving money
to/from different places. KBBL generally receive money from many of the foreign
nation. It allows sending money within any area of Nepal by charging certain
charge. KBBL accepts fund from different remits:

 western union
 samsara remit
 city express
 Himal Remit
 Reliable remit
 Prabhu Money Transfer
 Nabil Remit
 MoneyGram
 Boom Remit
 SDBL Trust Remit
 Easylink
 Yes Remit
 iPay etc.

ATM Services:

Kailash Bikas bank provides VISA Debit card service to its customer for easy
withdrawal of money. Bank provides ATM services to its customer through 31
ATM outlets within the country.

5
Function offered at KBBL‟s ATMs

 Fast Cash
 Cash Withdrawal
 Enquiry (Balance Enquiry & Statement Enquiry)
 PIN Change
 Payment for purchase of goods/ services at the merchant locations (through
POS)
 Personal Identification Number (PIN) change

Any Branch Banking Services (ABBS):

Kailash Bikas Bank has Any Branch Banking System to facilitate its customers to
have easy transaction. As well, for the solutions of endless long procedure, rush
hour traffic, long queues, risk of carrying huge sums of money to the bank,
wanted to take out money from your account but to make the service more reliable
bank introduced the convenient service. The customers can withdraw or deposit
cash, receive information about the balance of their account or obtain a statements
of accounts is convenient from any branch. The network is online and one can
have access to his/her account from any of the branches of the bank.
Mobile banking and internet banking:

KBBL provides the facility of mobile banking and internet banking for keeping up
to date about their banking transaction. Kailash Mobile banking services which
allow customers to access their account through mobile phones at a true
anywhere, anytime, anyhow convenience. It allows various payment options like
payment to merchant, account transfer, mobile top up, telephone bill payment,
internet bill payment. It also allows viewing account statement, available balance.
Some of the features of i-Banking are:

 Access your accounts, 24 hours a day, 7 days a week

 Save money and time- no more stamps or handwritten
 Transfer funds within a group
 Make payment of Nepal Telecom bills
 Online shopping

6
 Services offered under SMS Banking are as follows:
 Balance Enquiry
 Transaction notification
 Foreign Exchange Rate Enquiry
 Account Statement Request
 Cheque Book Request
Locker:

Kailash locker is facility furnished to the individual and institutional customers

who prefer to safe deposit precious gems and jewelries and important documents
to evade the probability of increasing theft, burglary and fire. Kailash locker is the
best locker rates to satisfy customers by giving a secure place for their valuable
belongings. Locker Facilities are available at Head Office, Putalisadak, Newplaza,
Kathmandu of Kailash Bikas Bank.

Table 1.1 Details of locker facilities

Annum (NPR)
Size Key Deposit Rental
per (NPR)

Height 12.5”, Width 17.5” 10000 1500

Height 12.5”, Width 17.5” 10000 1500

15000 2500
Height 12.5”, Width 35.2”

Height 27.8”, Width 35.2” 20000 6000

1.5 Organization Design and Structure:

7
 Branch manager

Operation incharge Credit department

Customer service
Teller
department

Figure 1.1: Organizational Structure of KBBL (New Baneshwor Branch)

This is organizational structure of Kailash Bikas Bank Limited, New Baneshwor

Branch. Branch manager is head of the organization. He supervises the employees and
takes major decision. Credit head deals with the loan customers and do
documentation. The ready file is signed by credit officer & branch manager and send
to the head office for the approval. It takes minimum 2 days for credit file to be
approved by head office after sending from New Baneshwor branch. Operation
department includes CSD and Teller department. CSD department deals with the
customers perform task of cheque clearing, remittance etc. Teller department helps
customer to deposit and withdraw cash from bank. Operation head control and
supervise CSD and Teller staffs of the organization. Since it is branch office, all the
staffs work with cooperation helping each other.

1.6 Financial Structure:

Financial Structure refers to the way the firm’s assets are financed with. It refers to
the entire liabilities side of the balance sheet. So financial structure is the amount of
total current liabilities, long term debt, preferred stock, and the common equity used

8
to finance a firm. Bank’s activities are weighted in terms of risk and return in light of
capital requirement. Bank has established a culture whereby return on capital needs to
be justified in light of risk involved in each investing and operating activities. In order
to access the adequacy of capital, all major risks like credit, liquidity etc. are
identified, measured and reported on periodic basis. These are monitored by the
bank’s board and senior management periodically in addition to the monthly review
of annual audit of the bank.

Table 1.2: Core Capital and its components

Particulars Current year NRP Previous year NRP

Paid up capital 2,520,636000 2,520,636,000

Share premium - -

Statutory general reserve 629,140000 519,259,000

Profit/loss 13,433,000 8,000,000

Core Capital 3163209000 3047895000

Table 1.3: Supplementary Capital and its components

Particulars Current year Previous year

9
 NRP NRP

General Loan Loss Provision 203,312,000 157,553,000

Exchange Equalization Reserves 45,000 45,000

Investment Adjustment Reserve 6,570,000 7105,000

Supplementary Capital 209927000 164703000

Table 1.4: Total Qualifying Capital

Particulars Current year NRP Previous year NRP

Core Capital 3163209000 3047895000

Supplementary Capital 209927000 164703000

Total Qualifying Capital 3373136000 3212598000

Therefore, the total capital fund along with profit has been increased in the current
year as compared to the previous year. The institute has increased its position in the
market.

1.6.1 Ownership Structure:

Ownership structure refers to the composition of the owner’s capital in the share
capital. It generally comprises of contribution from the promoter shareholders, general

10
public, institutional ownership and sometimes contribution from the government as
well. The ownership contribution of the KBBL comprises contribution from the
promoter shareholders and the general public. Promoter shareholders hold 51% of the
paid up capital and the rest 49% is from the general public. The authorized capital of
the KBBL is Rs.3.1 billion.
Table 1.5: Ownership Structure of Kailash Bikas Bank Limited Rs.’000’000

Details Current Year

Issued and Paid Up Capital 2520.636

Promoters shares (51%) 1285.52

General public (49%) 1235.11

As shown in table 1.5, the ownership of the KBBL is hold by the promoters and the
general public. Out of the total issues and paid up capital, 51% of capital is
contributed from the promoter shareholders and the rest 49% is held by the
general public. The shareholder composition of the KBBL for the fiscal year 2074/75 
is presented in figure1.2 below.

Shares

Promoters
General public

Source: Kailash Bikas Bank Ltd., Annual Report 2074/75

Figure 1.2: Shareholding Pattern

The figure 1.2 shows the shareholding pattern of Kailash Bikas bank that states 51
percent promoters and 49 percent public. It means that the promoter have high

11
authority and right then public. We can say that the promoter have the control over the
management, they have right to declare the B.O.D and other decision.

1.7 Organization Performance :

KBBL has been successful to capture major market and customer in this year of
journey from finance company to Bikas Bank since its establishment. The issued
capital of the bank is around NPR 2520.636 Billion out of which NPR 1285.52 Billion
has already been paid by the promoters and 1235.11Billion is issued to the general
public. The brief highlights of the financial position of the bank as per the audit report
2074/2075 is:

Table 1.6: Financial Achievements of Kailash Bikas Bank Limited

Details Figures in NRP

Deposit 15913973000

Loans and Advances 14324657000

Investment 696657000

Operating profit before provision 17,13,89

Net profit 263863000

Figure 1.3: Bar diagram of financial achievement

12
 Figures in NPR '000'
18000000

16000000

14000000

12000000

10000000

8000000

6000000
Figures in NPR '000'
4000000

2000000

0
osit ce
s
en
t
ion o fit
ep an is r
D dv estm rov e tp
a v p N
nd In re
a f o
s be
oan if t
L o
pr
ng
rati
pe
O

CHAPTER II
13
 JOB PROFILE AND ACTIVITIES PERFORMED

2.1 Activities performed in the organization:

In KBBL intern worked in CSD. As a service oriented company the major

responsibilities were to give better services to the clients promptly on their demand.
Intern was mainly given the responsibility of service related issues under the
supervision of the respective officers. In the period of internship intern helped the
organization by sharing the workload of the respective officers. The working
environment was very comfortable to work in with friendly staffs which made the
work easier. The major responsibilities given to intern are as follows:

 Attended a customers
 Explained product and services to clients
 Opening an account
 Closing an account
 Provided checks and received checks requisition
 Provided bank statement
 Handle complaints
 Filled forms and vouchers
 Answered customer queries
 Record keeping
 Issuance of check book and ATM
 Others

Attended customers:

When clients entered a bank, they were greeted at Customer Service Department
asked about their purpose of visit. Then customers were guided or followed by the
intern as per their requirement, after understanding their purpose.

Explained products and services to clients:

14
Financial products comprise a feature of intangibility. Benefits from a product are not
readily apparent, therefore intern was responsible for explaining the types of product,
their attributes and benefits to the public.

Opening an account:

The first thing intern had to know was about the criteria of opening the account of a
new customer. The responsibility of the customer service starts with opening of new
account of the new customer informing them about the facilities available in the
organization. Intern learnt about the documents required to open a new account. By
opening an account bank bridge its customers to avail the facilities provided by the
bank. Bank Accounts can be opened by both an individual(s, in case of Joint A/c) as
well as a corporate firm (institution). Basically a bank account is a unique computer-
generated customer code that allows customers to deposit and withdraw fund. The
Account Opening Procedure is explained as follows:

 At first, on the visit of the customer in the bank, the customer is asked to fill
an account opening form and Signature Card which contains the personal
details of the customers.
 The CSD staff them verifies all the documents, details and signature and feeds
them into the FINACLE along with the specific a/c type, introducer’s name (if
any).
 Then the customer are requested to deposit the minimum balance (or more) of
the concerned deposit type in their a/c and account number is provided later
on.
 CSD staff will create the customer id of account holders and then forward to
operation manager to verify.
 Once the customer id is verified, operation manager again returned it to CSD
for form scanning.
 After form scanning, the CSD staff will prepare the ATM card and check on
customer request.

Documents required for opening saving accounts

15
For individual saving account opening:

 Obtain citizenship
 Obtain photos of customers
 Mark all copy documents as original seen
 Fill customer details form (account opening form)
 Open account into the computer system

For minor account opening:

 Obtain birth certificate of minor.

 Obtain the certificate of relationship between minor and guardian.
 Obtain photos of minor and guardians.
 Fill customer detail form
 Open account into the computer system

For joint account opening:

 Obtain citizenship of account holders.

 Obtain photos of account holders
 Mark all copy document as original seen
 Fill customer detail form
 Open account into the computer system

Documents required for opening current accounts

For Limited Liability Company/Social Organization/School:

 Completed Account Opening Form

 Board Resolution to Open and Operate the Account
 Certificate of Registration/Incorporation
 Articles of Association
 Memorandum of Association
 Income Tax Certificate (PAN Card)
 Evidence of Identification of Account Operator (Citizenship/Passport/Driving
License/Voter’s ID)
 Two Recent Passport Size Photographs of Account Operator(s)

16
For Proprietorship/ Partnership Firm:

 Completed Account Opening Form

 Certificate of Registration/Incorporation
 Income Tax Certificate (PAN Card)
 Partnership Deed (in case of partnership firm)
 Evidence of Identification of Account Operator (Citizenship/Passport/Driving
License/Voter’s ID)
 Two Recent Passport Size Photographs of Account Operator(s)

For Personal account:

 Completed Account Opening Form

 Evidence of Identification of Account Operator (Citizenship/Passport/Driving
License/Voter’s ID)
 Two Recent Passport Size Photographs of Applicant/Account Operator
 Introduction by an Accountholder of Kailash Bikas Bank.

Closing an account:

Intern also had the responsibility to close the account of the customers who wants to
close his/her account in the bank following the procedure strictly. The procedure for it
was:

 Need of the written application by the account holder

 Return of the check book and the ATM provided to the customer
 Calculate the required charges according to the type of the account opened
 Return of the rest amount to the respective customer
 Finally it is updated in the system and the form is filed in closed account file.

Provided checks and received checks requisition:

Check requisition forms were received, which are basically endorsed by the customer
by filling up the check demand slip attached with the old checkbook. Intern performed
the task of verifying the signature of the account holder and if authorized providing
the check book to the customer. This process was then followed by the entries into the
check ledger and stitching the bundle of checks and handling or storing the check
book.

17
Provided bank statement:

Intern was assigned with the task of providing bank statements upon request of the
authorized customer. Customer provided the information regarding the account
number and the date of statement required. After verifying the authenticity, the
statement was printed and handed to the customer.

Handled complaints:

Sometimes intern had to face customer rage relating certain issues. Managing the
small problems by providing necessary information and in case of higher
complication, escorting the customer to the specific department manager was done by
the intern.

Filled forms and vouchers:

Intern also filled different forms and vouchers as requested by the customers. It
included account opening forms, cash deposit vouchers etc.

Answered customer queries:

Queries of customers about their balance and other information related to bank was
answered.

Record keeping:

Record keeping is another important activity performed in customer service

department. Records for different things were done in the CSD. For example, account
opening form, account closing form, applications subject to new check etc.

Issuance of check book ATM:

The check book and ATM had its own respective register which was required to be
mentioned along with the signature of the customer in the register. Before printing the
check book, requisition should be completed containing title of account type, a/c
number, number of leaves to be printed and signature of the a/c holder. Signature of
the holder is verified on the requisition. In case of holder’s inability to collect check
book than he can give authority to the third person to collect the check book on his

18
behalf only by signing on the requisition but it is not same in the case of ATM. The
a/c holder must be present to collect it. The check book and ATM are registered in the
long book or register mentioning all the essential information along with the stamp
and signature of the authorized person.

Other activities performed:

 Handling the phone calls
 Answering to the customers queries
 Calling customer to inform about ATMs, e-banking and FD matured.
 Photocopy
 Scanning
 Printing

2.2 Problems Solved:

The internship period intern did was short which was not enough for learning
everything we need to. Though it was short but intern tried her best to take the
optimum advantage of this period to know the things to its surface in every
department. The staffs were not able to guide sometimes as they used to get busy with
their work and at those times intern could not get the answers of her queries that
intern had. Being the part of bank as intern, intern cannot open up everything she
knows about the bank due to the oath of secrecy and confidentiality. Intern was given
the chance to work in CSD of the bank. Intern tried to solve the basic problems of the
customers and others as well when other staffs were busy:
 Addressing the customer’s queries.
 Giving details of the available services to the customer’s for their flexibility.
 Filling up the account opening forms, vouchers or forms for remittance.
 Solving problems related to ATM or PIN and signature in check requisition.
 Handling the problems faced by customers.
 Whenever the customers come up with their problem in CSD, intern is
unaware about the right and accurate information on the subject matter. So
intern has to consult with their senior staff to give the information to
customers.

19
  Sometimes intern may give wrong information to the client due to lack of
knowledge of that department in the beginning. At that time, staff immediately
correct our mistake and give the right information.
 Customers argue for updating Know Your Customer (KYC) from especially to
show original citizenship.
 Though the instruction and required documents are clearly explained in the
account opening form, even then customers ask those for time to time and
reasons for extra documents that are already stated in back side of the form.
So, it is tough to give them each guideline on filling different types of form as
well.

2.2 Intern’s key observation:

Kailash Bikas bank is operating in the society to make the people easily access to the
banking world. It has widened the area of its operation by opening the branches
aiming to reach every people in the country. The investments made by banks are also
in safe hands and the profit has been increasing year by year. It was a great experience
to be a part of KBBL and work as an intern. The seniors of the institution were very
helpful and were always ready to impart their knowledge and solve the queries at their
easy time. The major thing that the customers appreciate is about familiar
environment.
The things that intern was able to observe in this bank are as mentioned below:
 Laborious, helpful and cooperative members.
 Most of the customers are satisfied with the services provided.
 Good return to the shareholders.
 On time disbursement of loans.
 Involved in social activities as well.
 Quick remittance from any remit.
 Flow of opening saving account is higher than the current and fixed account.
 Most people close their account due to their own problems rather than other
reasons.
 The Bank gives equal value to every customer
 Mainly three types of account are hold by the people they are current, saving
and fixed deposits.

20
 Chapter III

Lessons Learnt and Feedback

3.1 Key skills and attitudes learnt:

The internship period was very fruitful which showed the face of real life job
experience. I felt it to be quite effective to enter in the world of banking institutions.
The internship period has taught her how we can implement the theoretical knowledge
in practical life. Intern too felt on- the-job training that we faced more profitable and
practical rather than off-the-job training only which is monotonous and forgetful. We
learnt interpersonal skill, communicational skill and technical skill that helped her to
build knowledge in a broad way. The interpersonal skills helped us to interact with the
various types of customers and their various problems. The negotiation skills also got
increased developing the softness and being more formal while communicating with
the people or clients. The positive attitude also got developed while dealing with
different nature of customers. We also learnt the technical skills to operate computer
system, ATM machine, photocopy machine, scanner, printer, ECC scanner and many
more. There must be a two way effective communication with the customers so as to
satisfy them with the services. Therefore all these skills were gained through
internship which motivated for the better performance with developed personality.
The following have been derived with the help of the major findings of the study:
 There are certain reasons for existing customer of saving account of any bank
to shift to another bank. The level of service in terms of delivering whatever is
promised/ fast response in case of problems, is the most important benefit that
the customer seek, from the bank they have a saving account with.
 The CSD department is responsible for creating and maintaining relation
between customer and bank.
 Researcher found that most of the people were not aware about the product
and service of the KBBL.
 Network reach and visibility of a bank is very important criterion for the
customer while opening a saving account.

21
3.2 Feedback to the Organization:

The organization is well enough but there are some drawbacks as nothing can be
perfect. So here are the feedbacks to the institution to recover the limited drawbacks
and to make it better and accessible:

 Increase the advertising media and change the hording board making it
noticeable and attractive.
 To extend its branches to the remote areas to mobilize the resources.
 Increasing investment towards the new emerging business as per the present
scenario of the state.
 Enhancing the ergonomics for the staffs and providing them better working
environment reducing the pressures.
 Increasing effective trainings to the staffs for professionals’ development so
than they can enhance their efficiency towards the customers and their works.
 Various programs to be conducted so as to attract more people towards the
banking services and its facilities.
 To extend its ATM house in order to attract new customer as well account
holder in KBBL.
 Kailash should distribute its brochure, product papers and about its new
services firstly to their existing customers and sustains them well.
 The limited number of staff s is also the problem in the bank even though they
are handling the task.
 Bank should focus not only the special clients but it must focus deprived
clients too.

3.3 Feedback to the College/University:

 The university can incorporate the internship program with a longer time
period so that it would help to boost the skills of student and may provide
them with more learning opportunities.
 The university can be suggested to focus more on on-the-job training then
theory classes.

22
 The college can be suggested to design the courses which will make the
student more updated with the latest technology.
 College should try to promote the strength of the student and the course they
are providing to the students so that the internee are assigned intern as per
their capability and strength.
 Some teachers need to visit in banks or some other financial institutions to ask
about the student’s performance.

23
 Reference

Rose, P. S., & Hudgins, S. C. Bank Management and Financial Services (Seventh

Edition.). Tata McGraw Hill Edition Private Ltd.

Radhe,S. Pradhan1 and Kabindra Pokharel. Capital structure and performance.

www.kailashbank.com
www.nrb.org.np

24