An

Internship Report
On
“IMPROVING SERVICE QUALITY AND CUSTOMER
SATISFACTION”

Of
CIVIL BANK LIMITED

Submitted to
Tribhuwan University
Faculty of Management
Bhairahawa Multiple Campus
Bhairahawa

By
Laxmi Kumari Tripathi
T.U. Regd. No.:- 7-2-52-418-2016
Exam Roll No:- 976/16

An Internship Report presented in the partial fulfillment of the requirements for

the Degree Bachelor of Business Management (BBM) on November 2020.
 LETTER OF TRANSMITTAL
27th November, 2020

To,
The Branch Manager,
Civil Bank Limited
Siddharthanagar
Bhairahawa

Subject:- Submission of Internship Report

Dear Sir,

This is my pleasure to submit my internship report entitled on “Improving Service Quality

and Customer Satisfaction of Civil Bank Limited” and also like to thanks you for your
guidance and supervision in its completion. I completed my Internship attachment at Civil
Bank Limited from the 21st September 2020(5th Ashwin 2077) to 20th November 2020(5th
Mangsir 2077). This task has been given me the opportunity to explore customer service in
the Civil Bank Limited.

This report gave me an opportunity to have a practical experience to the working

environment and activity of the Banking Sector through Civil Bank Limited at
Siddharthanagar-6, Gallamandi, Bhairahawa, Rupandehi. I have acquired good knowledge on
its General Banking and Customer Exchange Services.

With your intelligent and kind supervision I believed that the knowledge and experience that
I had gathered during the Internship period would help me in future. I will always be
available for any clarification that you may acquire.

Your sincerely student,

Laxmi Kumari Tripathi
Bhairahawa Multiple Campus
BBM (8th Semester)
Roll No.:- 976/16
T.U. Regd. No.:- 7-2-52-418-2016
 ABSTRACT

I carried out my internship at Civil Bank Limited, Siddharthanagar Branch which is licensed
under Nepal Rastra Bank, under the Company Act 2063 and it commence its operation as one
of the financial institutions of Nepal and also it offers internship opportunities to the students
which enable them to support them as grounded career person. As, Internship is an
opportunity to relate what has been covered in class and what is applicable in the field in an
operational environment, the purpose of the internship is to fulfill the core equipment for the
award of Bachelor Degree in Business Management to get a practical aspect of theoretical
work studied at the university and to understand the operation in the banking and business
sector and to enable students gain experience in different task. During my internship period, I
got an opportunity to meet and network and so many customers out there. I was assigned to
different department which include the Customer Service Department (CSD), which helped
me to interact with different people, clients, acquire the information and gain benefits of
Customer Care. In conclusion, this was an opportunity to develop and enhance skills and
competencies in my career field which I actually achieved.
 ACKNOWLEDGEMENT

The satisfaction that accompanies that the successful completion of any task would be
incomplete without the mention of people whose ceaseless co-operation made it possible,
whose constant guidance and encouragement crown all efforts with success.

I would like to add a few heartfelt words for the people who were very helpful for me in
developing this project.

First of all I would like to thanks our honorable director Mr. Sahadev Bhatta for providing me
such opportunities and guidance to work on this report. Without his help and support it was
not possible to collect all the information and do the internship properly.

I also show my gratitude to the branch manager Mr. Saroj Sapkota and operation assistant
Ms. Babita Aryal for the guidance, inspiration and constructive suggestions which helps to
me in the preparation of this project. I salute to them for inspiring and motivating me.

I am grateful to all concerned persons who provided valuable guidance suggestions and
advices in collecting information analyzing and preparing the report. I am particularly
indebted to them whose effort and cordial cooperation made the report possible.
 Abbreviations

ATM Automated Teller Machine

ABBS Any Branch Banking Services

BBM Bachelor of Business Management

CSD Customer Service Department

BSSO Branch Sales and Service Officers

IT Information technology

KYC Know Your Customer

CBL Civil Bank Limited

SCT Smart Choice Technology

TU Tribhuwan University

SBI States Bank of India

CEO Chief Executive Officer

CRM Customer Relationship Management

FD Fixed Deposit
 Executive Summary

Civil Bank Limited is a commercial bank of Nepal. It was established in 2020, which marked
as the A class commercial bank licensed by Nepal Rasta Bank and has branches all across the
nation with its head office in Kathmandu which provides entire commercial banking services.
Their survival exists only because of their clients and their co-operation. Their better facilities
are up to date to satisfy all of its customers

The main issue of this report is to grasp the customer and to improve the service satisfaction
perceived by the customer. The primary objective of doing this report is to get the practical
knowledge about the banking, to enhance the service satisfaction perceived by the customers
and to measure the quality of service offered by the Nepal Bank Limited.

To get internship report elements I worked at Civil Bank Limited, Siddharthanagar branch
and try to gather information from service provider by following several steps. These steps
are Research Design, Sampling Method, Survey instrument, Data Collection and Data
analysis.

I had used the acknowledged and applied method SERVQUAL Model that is (reliability,
assurance, tangibility, empathy and responsiveness) to identify the service quality for
improving the customer satisfaction. Both primary and secondary data are used.