ACKNOWLEDGEMENT

This report is the result of continuous effort made and extended support of many people.
The preparation of this report needed a lot of effort and suggestion of many people in
order to get to complete form. Firstly I would like o thank Tribhuvan University for
designing a platform where we can gain not only theoretical knowledge but also practical
knowledge.
I would like to express my intense gratitude to our supervisor Mr. Mohan Khanal for
providing me his valuable guidance and suggestions throughout the internship period. I
would like to thank the staff of Rastriya Banijya Bank Ltd and my supervisor Mrs.
Sangita Parajuli for supporting me during internship period. This study would not have
seen light of the day without their constructive and consistence guidance.
I would also like to pay heartwarming thanks to my family and my dear friends for their
valuable support and assistance, without their support this report would not be possible. I
have tried my best to design a complete application that fulfill all the requirements.
Though I am not a professional or experienced in this field but I had tried my best to
make this project according to the internship guidelines.

Shiwani Kapali

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 TABLE OF CONTENTS
ACKNOWLEDGEMENT.................................................................................................i
TABLE OF CONTENTS..................................................................................................ii
ABBREVIATIONS...........................................................................................................iv
CHAPTER ONE................................................................................................................1
INTRODUCTION.............................................................................................................1
1.1 Background..............................................................................................................1
1.2 Objectives................................................................................................................2
1.3 Methodology............................................................................................................2
1.3.1 Selection of the Organization..................................................................................2
1.3.2 Placement.................................................................................................................2
1.3.3 Duration of the Internship........................................................................................2
1.3.4 Activities Done........................................................................................................3
CHAPTER TWO...............................................................................................................4
INTRODUCTION OF BANKING INDUSTRY.............................................................4
2.1 Meaning of Banking................................................................................................4
2.2 Evolution of Banking...............................................................................................4
2.3 History of Banking Development in Nepal.............................................................5
2.4 Present Scenario of Banking in Nepal.....................................................................6
2.5 Opportunities and Challenges Faced by Banking Industry.....................................7
2.5.1 Opportunities...........................................................................................................7
2.5.2 Challenges................................................................................................................7
CHAPTER THREE...........................................................................................................8
INTRODUCTION TO RASTRIYA BANIJYA BANK.................................................8
3.1 History of Rastriya Banijya Bank Ltd.....................................................................8
3.2 Present Situation of the Bank..................................................................................8
3.2.1 Vision.......................................................................................................................9
3.2.2 Mission....................................................................................................................9
3.2.3 Objectives................................................................................................................9
3.2.4 Values......................................................................................................................9
3.3 Product and Services Rendered by Rastriya Banijya Bank.....................................9

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3.4 Opportunities and Challenges................................................................................12
3.4.1 Opportunities.........................................................................................................12
3.4.2 Challenges..............................................................................................................12
CHAPTER FOUR...........................................................................................................13
ANALYSIS OF ACTIVITIES DONE AND PROBLEM.............................................13
SOLVED...........................................................................................................................13
4.1 Activities Performed in Customer Service Department........................................13
4.1.1 Customer Service Department...............................................................................13
4.2 Problems Identified and Solved.............................................................................15
CHAPTER FIVE.............................................................................................................16
LESSON LEARNT AND CONCLUSION....................................................................16
5.1 Lesson Learnt.........................................................................................................16
5.2 Conclusion.............................................................................................................16
BIBLIOGRAPH

iii
 ABBREVIATIONS
ABBS : Any Branch Banking Service
ATM : Automated Teller Machine
BBA : Bachelors of Business Administration
CEO : Chief Executive Officer
CSD : Customer Service Department
CV : Curriculum Vitae
Ltd : Limited
NRB : Nepal Rastra Bank
RBB : Rastriya Banijya Bank
TU : Tribhuvan University

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 CHAPTER ONE
INTRODUCTION
1Background
Being the student of banking and finance of Bachelor of Business Administration (BBA),
it is interns honor to be the part of internship program under this curriculum, which has
helped in acquiring the practical knowledge of general banking transactions. This is a
great opportunity for intern to know about the banking industry that has worked as a
building block for career development in this financial service sector.
A Bachelor in Business Administration (BBA) is the academic program under the
affiliation of Faculty of Management, Tribhuvan University (TU) with eight semester
provision covering an International standard period of four years. This BBA program
exposes students to a variety of core subjects and allows students to specialize in specific
academic area. BBA program is a program designed to give both theoretical and practical
knowledge to the students.
Internship is the part of BBA curriculum as prescribed by the TU. As a part of the
academic requirement, students must undergo eight weeks of internship in an
organization. Although the course design is very much practical in all the semesters with
field work, report preparation, presentation etc., the last semester aims to provide the
student with real world experience as to how the work is done in the day-to-day life, what
are the issues the business firms need to address and many others. An internship is an
academic curriculum-based practical work experience in a particular field of study. It
provides students to participate in the real life organization setting outside the classroom
and also provides opportunities through interactions and observations in the organization.
An intern did the internship in Rastriya Banijya Bank, Gaushala Branch. An intern was
provided opportunity how Customer Service department processed. An intern also got the
opportunity to apply some of her theoretical knowledge in the vast practical world. The
report entitled “Customer Service at Rastriya Banijya Bank Limited” is the outline of
intern experiences and observations of these eight weeks at the bank. Rastriya Banijya
Bank has marketing department, remittance department, customer service department,
clearing department and cash department. During the initial weeks, the intern got the
opportunity to collect experiences about the Customer Service Department (CSD).
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 2Objectives of the study
The objectives of the study are:
a. To observe and learn the activities done in the customer service department.
b. To learn about all the activities carried out in the institution.
c. To learn about customers relation with bank.
d. To apply theretical knowledge in the practical world.
3 Methodology
This internship report is based on from the data which were collected by the intern while
performing different activities like process how the intern selected the organization,
where the intern got placement, for how long the internship went on and activities
performed in the organization.

3.1 Selection of the Organization

As a student of banking and finance, to convert my theoretical knowledge into practical
field, intern preference would be a financial institution especially a bank.
Firstly, intern dropped an application at Rastriya Banijya Bank, Singha durbar and luckily
got to be a part of RBB and got opportunity to be placed in different departments in
branch office Gaushala for eight weeks.

3.2 Placement
RBB gave an approval to do intern at varied departments for eight weeks. Intern got
internship in RBB, Gaushala branch in Customer Service Department. They treated the
intern as an employee of the bank rather than an intern. So, they never hesitated to share
their drawbacks and even confidential matters.

3.3 Duration of the Internship

An intern learned and performed various activities in different areas of bank while doing
internship at RBB, Gaushala Branch for eight weeks from the date June 4,2019 to July
31,2019.

3.4 Activities Done

During the period of internship, as an intern various activities were performed. While

2
placed at customer service department numerous activities were done. They are:
a. Dealing with customers and their queries.
b. Providing forms and filing different types of forms of customers.
c. Maintain records in register books.
d. Printing and photocopying different documents.
e. Providing cheque books and ATMs.
f. Handling different kinds of enquiries.
g. Cheque printing.
h. Verifying the signature before giving information about customer’s balance.

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 CHAPTER TWO
INTRODUCTION OF BANKING INDUSTRY
4 Introduction of Bank
Bank can be defined as the financial intermediary between depositors and creditors. The
intermediation takes place when banks accept deposits from general public, corporate
bodies and private organizations and deploys those deposits for profitable purpose in the
form of loans and advances.
According to Horrac white, bank is a manufacture of credit and machine so facilitating
exchange. According to shorter oxford English dictionary, a bank is an establishment for
the custody of money, received from or on behalf of each customer. Essential duty is to
pay their draft on each profit area from its use of the money left unemployed by them. By
this definition bank can easily be defined as the custodian of deposits. The transactions in
the financial market heavily depend upon the banking system of the country.
Without bank it would be quite impossible for the industrialist and entrepreneurs to go
directly to general public for getting their savings or investments. So the simplest
definition is that bank takes the saving of public by providing them with certain rates of
interest and loan it to needy customers charging them certain rate of interest and earns
some profit. This is the broadest form of banking but in this age banking is such big term.
It does a lot more than deposits and credits, remitting of money, letter of credit etc.
5World Banking History
The word bank has been derived from Italian word banco. In ancient time in French
language it is called banke, in English language it is called bank. In Italian word banco
means bench. The evolution of banking industry had started a long time back in ancient
times. There was reference to the activity of money changers in the temple of Jerusalem
in the New Testament. In ancient Greece the famous temples Delphi and Olympia served
as great depositories for people surplus funds and these were the centre of money lending
transactions. Indeed the traces of rudimentary banking were found in the Chaldean,
Egyptian and Phoenician history. The development of banking in the ancient Rome
roughly followed the Greek pattern. Banking suffered oblivion after the fall of the roman
empire after the death of emperor Justinian in 565 AD and it was not until the revival of
trade and commerce in the middle ages that the lesson of finance were learnt a new from
4
the beginning. However as the hold of church loosened with the development of trade
and commerce about the 13th century Christian also took to the lucrative business of
money lending thereby entering into keen competition with the Jews hither monopolized
the business.
When the World War-2 was inching towards its end major countries started mulling the
plight of the future world. There were valued concern about reconstruction of devastated
areas and rebuilding and developing the war-hit economies. In 1944, they gathered at
Breton woods in New Hampshire State of the USA. They made remarkable decision to
boost international trade and economic growth and to achieve monitor stability in the
global economy. The following organizations are the outcomes of historical greater
woods conference of July 1944: IBRD (World Bank), IMF (International Monetary
Fund), and ITO (International Trade Organization).
As a public enterprise banking made its forced beginning around the middle of the 12th
century in Italy and the Bank of Venice founded in 1157 was the first public banking
institution. Following it were the bank of Barcelona and the Bank of Genoa in 1401 and
1407 respectively. With expansion of commercial activities in northern Europe there
sprang up a number of private banking houses in Europe. And slowly it spread
throughout the world.
6History of Banking in Nepal
Nepal being a developing country, its banking history is not so long. According to
historical records, our King Mandev and Gunakamdev established Manank and Ginak
mudra respectively. Gunakdev borrowed money to rebuild Kathmandu in 723 AD. A
merchant named Sankhadhar paid all the debts of people and established Nepal Sambat
for the remembrance of that occasion in 80 AD. Likewise Jaysthiti Malla classified the
people in four classes and 36 castes by their occupation. One of those caste who were
involved in money lending business at that time named as Tanka-Dhari during the
primeministership of Rannodip Singh. Likewise, Tejarath Adda was established as the
first financial institution of the country. At the beginning only government staffs were
allowed to take loans at 5 % interest rates and later on public were also allowed to take
loan at the same interest rate against the gold and silver securities. Taksar Bivag was also
established since 1989. Our oldest bank is Nepal Bank Ltd. established in 1994 BS. 30th

5
Kartik. After that so many banks were established. Nepal Rastra Bank was established in
the year 2012 as a central bank of the country. Rastriya Banijya Bank, another
commercial bank was established in 2022. Only after 2041 B.S, Nepal government
allowed joint venture banks to operate in the country.
Then came board of joint venture public limited commercial banks in the country. At
present the banking sector is more liberalized and there are various types of bank working
in the modern banking system. This includes central, commercial, and development
banks.
7Present Scenario of Banking in Nepal
Currently the banking sector is evolving to be very competitive and challenging. The
fastest growing and emerging industrial sector today is not other than banking. It is
flourishing and upgrading day by day. Banks are using various new technological
advancements to provide timely, fastest and economical services to the customers.
Presently, there are 28 Class “A” Commercial Banks, 33 Class “B” Development banks,
24 Class “C” Finance Companies, 72 Class “D” Micro finance companies and 1
Infrastructure Development bank are operating in Nepal. There is currently 3266
branches of commercial banks, 1181 branches of Development banks, 197 branches of
finance companies and 4644 branches of Micro Finance companies. There is currently
753 local governance, 711 has some kind of banking and institution in it and 42
governance hasn’t any. Among 42, 15 governance lies in the Karnali Province and in
second place which has less number of banking and financial institutions in their local
governance is Province no 1. Banks with the collaboration of other financial institutions,
IT’s and other organization are always trying to attract the customers. The different ages
of banking sector clarifies the improving current scenario of banking. Use of various
financial tools and software like NEWTON, PUMORI, FINACLE for record keeping and
networking.Use of electronic tools for banking like ATM cards, Credit cards, Any
Branch Banking System (ABBS), web remit, Swifts, e-banking, mobile banking etc.
8Opportunities and Challenges Faced by Banking Industry
Opportunities and challenges are the uncontrollable factors that affect the functioning of
the bank. The bank should grab the opportunities while minimizing the threats.

6
8.1 Opportunities
Some of the opportunities of banking industry are as follow:
Suitable law and banking rules and regulations provided by the government,
a. Increasing remittance from and within the countries.
b. Improving banking habits of the citizens.
c. Introduction of innovations and technology into banking industry.
d. Customers nowadays are becoming financially aware and they are conscious about
the ways that can help them mobilize their savings. This provides a great opportunity
for the bank to gain access to more customers.
e. The banks can reap the benefits from technology transfer, accessibility to global
market etc from the globalization.

8.2 Challenges
Some of the challenges faced by banking industry are as follow:
a. Outdated core IT systems.
b. Cyber-attacks are increasingly seen as a top concern for bankers.
c. Bankers are exposed to the government’s interference in banking operations for a
multitude of reasons, including raising revenues in a time of budget stress, increase
investor protection, and rebuild the national tax base.
d. Protection and education to customers.
e. Uncertainties in the macro-economic environment together with persistent and high
levels of debt across sovereign, corporate, and consumer.
f. Not being able to deliver the level of service that consumers are demanding.

7
 CHAPTER THREE
INTRODUCTION TO RASTRIYA BANIJYA BANK LIMITED
9Introduction
Rastriya Banijya Bank came into existence as the second commercial bank of Nepal,
fully government owned, by starting its banking operations from 10th Magh, 2022 BS
under the RBB Act, with an objective of providing banking services in the Nepalese
financial market. Its authorized capital was Rs.10 million and paid up capital was Rs.6
million 700 thousand wholly owned by HMG. During the period, the banking transaction
increase rapidly and it was felt for extension of capital and it was raised authorized
capital to Rs.1 billion 172 million and 300 thousand. RBB started its services in seven
districts of six zones through opening seven branch offices with 208 staffs' people.
Rastriya Banijya Bank has been granting loan since as the priority sector credits since
2031 BS. RBB has initiated several innovative micro finance program since 1974/75. The
bank has established a fund aimed at helping patient related with kidney ailment and
groundwork is underway in course of initiating special campaign in this sector. 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 Assistance Project (run with the assistance of World Bank) aimed at
assisting poor and diligent students learning at higher secondary and bachelor level.
10 Present Situation of the Bank
The head office of the bank is located at Singhdurbar Plaza, Kathmandu and its main
branch office is located at Bishal Bazaar, New Road, Kathmandu whereas all other
branches are on 63 districts of Nepal.
At present, RBB has been providing its services through its 141 Branches.Rastriya
Banijya Bank has Nepal's largest banking network with over 140 branches (140 ABBS
Branches) all over the country. Through its widest branch and ABBS network Rastriya
Banijya Bank has been providing modern banking services to millions of its customers.
The Bank was transformed in a company in 2063/01/06 B.S. Following this historical
transformation the bank has successfully completed its five general assemblies. All the
branches run under fully computerized system with SMS banking and E-Banking
services. It collects huge amount deposits in comparison to other banks of Nepal. In this
8
recent 8 years, it is only the bank that has been able to maintain it's high profitability
ratio.

10.1 Vision
a. Developing RBB as number one commercial bank in Nepal.

10.2 Mission
a. Contributing towards flourishing industrial, commercial sector of the country
b. Contributing for the development of agricultural sector.
c. Help realizing national goals set by government
d. To render quick and prompt banking services.
e. To run the institution with an efficient and professional management.

10.3 Objectives
According to commercial bank act 2031, the objectives of Rastriya Banijya Bank are as
follows:
a. To maintain economic support and facility of the people.
b. To provide banking services to government and people.
c. To provide loan in facilitate manner for agriculture, industry and commerce etc.
d. Maximum utilization of available skills, labors and capital.

10.4 Values
a. The bank focuses on customer service and extends personalized service to gain
confidence of the customers.

10.5 Product and Services Rendered by Rastriya Banijya Bank

Rastriya Banijya Bank is involved in all commercial banking activities like corporate
banking, retail banking, trade and finance, micro banking and many others. It is also
performing the role of development bank too. However, the products and services offered
by Rastriya Banijya Bank are as follows:

1. Deposits
Of the many function of the commercial bank, acceptance of deposit is one of them. The
9
bank allows for opening the three types of accounts to accept deposit for their customers.
Through this account bank collects money from public and lend money to those who
need them.
2. Remittance
Remitters from any part of the world can send money from any bank to an account at
RBB. The originating bank will send the money through one of RBB's correspondent
banks. RBB's Main Branch provides complete Banking Services including inward and
outward remittances. Phone: (977-1) 422-3794; Fax: (977-1) 423-0594. RBB primarily
processes foreign remittance via SWIFT (The Society for Worldwide Interbank Financial
Telecommunication) and Telex no: 2591 NP through the correspondent banks.
The remitter must provide the following to the sending bank:
 Beneficiary's name
 Beneficiary's bank account number
 Beneficiary's branch name or address, and
 Beneficiary's Bank:(i.e. Rastriya Banijya Bank-SWIFT Code: RBBANPKA)
3. New services
RBB provides the following new services to its customers:
 E-Banking
 SMS Banking Services
 ABBS Banking Services
 RBB Remit Online
11 Opportunities and Challenges
Opportunities and challenges are uncontrollable factors that affect the functioning of the
bank. The bank must be able to face these external force and respond accordingly.

11.1 Opportunities
Some of the opportunities are given below:
a. Any branch banking services (ABBS) to the customers.
b. Highly qualified personnel.
c. High customer satisfaction.
d. Wide geographic coverage.
10
e. Use of different technological devices.

11.2 Challenges
Some of the challenges are:
a. Political instability.
b. Increase competition from existing and new financial institutions.
c. Slow economic growth.
d. New regulations regulated by NRB.
e. Slow decision making process of management.
f. Lack of motivation to the employees.

11
 CHAPTER FOUR
ANALYSIS OF ACTIVITIES DONE AND PROBLEM SOLVED
12 Analysis of Activities Performed
As an intern there are responsibilities to perform. There are various activities like
managing customers and their needs and other related activities related to customer
service.

12.1 Customer Service Department

Customer Service Department requires a lot of human resources to cater to the needs of
increasing numbers of customers. Moreover, Customer Service Department is the first
place to get generalized information and acquire knowledge about the general functions
of a bank.
 Counseling
Customer Service Department is also called the front desk of the bank. Every customer
visits the desk in order to the get the information about the bank and its product. It is the
job of the staff and intern to provide the client with the necessary information. The clients
are explained about the features of the services provided to them.
 Opening Account
Intern helps in opening of accounts in the bank. It is the job of the intern to help the
customer to fill the account opening form in case they face any problem. Any individual
capable to enter into a contract can open accounts with the bank. Illiterate persons, blind
trustee can open account but special attention should be paid to customers. Customer can
open single account, joint account and company account. There are different forms to be
filled up according to types account to be opened. The matter of importance while
opening account is signature verification and stamp identification. Likewise, bank open
accounts in the name of minors but they have to be operated by guardians till “minors
turn into majors”. There are three types of accounts such as: saving account, current
account and fixed account.
 Balance Enquiry
Mainly the balance certificate is demanded by the individual or corporation to know the
status of their account. Everyday around 20 to 40 customers come for the request of
12
balance enquiry. The bank provides the balance information to only the account holder.
The statement can be issued to an individual also by fulfilling the same process.
 Cheque Book Distribution
Clients, especially the ones holding current account in the bank request for the cheques
book quite often. Everyday about ten to fifteen customers request for the cheques book.
The client has to fill up the cheque request slip available in the customer department.
After the submission of the request slip, the cheque book is then provided to the
requester. The account holder must present to collect the cheques book and sign in the
register and requisition slip.
 Bank Statement
Bank statement is provided to the customers. But sometimes it is to be provided if
customers ask for it. The customer must be present himself/herself to take the statement.
It is the printed document of the activities performed in their account i.e. deposit and
withdrawal. Intern provided the bank statement to the customer whenever required.
 Checking the documents
Intern was also required to find if any required documents (photos, citizenship copy,
nominee document, student id cards, photos of parents and birth certificate of minors
account) are missing.
 Filing
All the files or forms related to the customers have to be properly filled up and put in the
respective file and has to be placed in the specified drawer. Intern was also asked to
search for the any documents.
 KYC Update
Bank always keep the record of customers updated. So in every two-three years they
update account of the account holders. For that customer need to show the required
documents and fill up a KYC form. Intern was also assisted in KYC update but only after
proper verification of the account holder. Intern updated the KYC.
 Closing of an Account
To close an account of the customer he/she must return the cheque book and ATM if any.
An account closing form should be filled by the customer mentioning the reason for
closing the account. After deducting the banking charge, remaining amount of the
13
particular account is returned to that customer.
13 Problems Identified and Solved
In spite of RBB being able to meet the changing need of customers, some problems have
been analyzed and best suitable measures have been taken to minimize the problem and
solved them while working. Following are some of the problems faced during internship
and how they were handled:
a. Most customers were had minimum education. They don’t have knowledge about
how to fill up forms, vouchers, etc.
To solve this problem intern helped customers to fill up the forms and vouchers
correctly.
b. The intern was given a lot of tasks within short period of time.
To solve this problem intern took help from other interns who understood them.
c. Banking statements and cheques took time to deliver. So customers sometimes got
irritated by it.
To handle this problem, intern adviced them that they are time consuming process.
d. At CSD cheques order request are taken and are issued. When customers request for
cheque books it take long time to search cheques.
Cheques were arranged alphabetically to solve this problem.

14
 CHAPTER FIVE
LESSON LEARNT AND CONCLUSION
14 Lesson Learnt
The most important lesson that intern learnt during the internship period is how to
perform various tasks in an organization. Besides this, during intern period what intern
felt is the importance of the time management and the need of good communication
skills.
During internship period intern also learnt general banking transaction. Further the intern
also learnt how to check and verify documents manually and technically by using Pumori
software and how it is filed in credit and vault file. The valuable lessons that the intern
learned apart from the basic activities of concerned department that the intern worked in
are as follows:
a. Develop the interpersonal, managerial and entrepreneurial skills that are crucial in
every professionals and employees career development.
b. Learned about the procedure in account opening and closing of the individuals or the
corporate.
c. Learned about the procedure of distribution of ATM cards, balance enquiries and
account statement.
d. Learned about the importance of time, personality and dedication towards work.
e. Learned about the procedure and requirements for demanding scholarship by the
poor and diligent students under the Educational Assistance Project of RBB.
f. Learned about the procedure of cash deposit and withdraw.
g. To be socialized with the professionals.
h. Using different office equipment like Photocopy machine, Printer, Cash counting
machines, Scanner machine etc.
i. Learned about the behavior that the customers show during banking activities.
j. Learned to deal with different people at different point of time.
k. Using the banking software, examples: Pumori Plus, Ms Office software.
15 Conclusion
Internship plays an important role in matching the knowledge gained from theoretical
perspective of education with the practical exposure at workplace. It also provides an
15
opportunity to learn about the activities of the bank and its corporate culture. Within a
short span of time an internee learned so many things like dedication, commitment to
meet targets, interpersonal and communication skills etc. which will certainly help in
coming days.
From the above analysis of the report it seems that RBB is one of the emerging and
hardworking commercial bank in Nepal which aims to serve valued customers through
aggressively expanding its branches throughout the nation and widely providing its
product and services. During the period of internship in RBB, branch office Lubhu, the
preparation of this report an intern got an opportunity to learn a lot about the banking
sector and scrutinize its operations in various sector. Prior to this experience, the interns
knowledge about banking was limited to books only. But through internship, the intern
got a practical acquaintance of the bank and the corporate culture. At Rastriya Banijya
Bank, the intern was cooperatively guided by all the staffs that helped in acquiring the in-
depth banking knowledge.
In short, Customer Service Department is a primary level department that generally deals
with customer directly. It plays most important role in satisfying customers to fulfill their
needs in an effective and efficient manner. It is that section of the organization which
provides information regarding the organization and handles the queries regarding the
product and services offered by the bank. As this department looks after all the customers
and visitors of the bank there is the need of highly qualitative and professional staff
equipped with modern tools of IT. If a bank fails at this point it will never become able to
create a brand loyal customer and goodwill of the Organization. Thus every bank has to
put its effort to make it CSD effective to introduce them with customer.

16
 BIBLIOGRAPHY
NRB. (2017, April 23). Retrieved September 16, 2019, from NRB:
https://www.nrb.org.np/lgd/acts_ordinances/Bank_And_Financial_Instituion_Act,
_2017_-_English_Version

RBB. (n.d.). Retrieved September 17, 2019, from Rastriya Banijya Bank limited:
https://www.rbb.com.np/visionMiss.php

Sharma, s. (2018-11-05). Banking Strategies and Disruptions : Nepali Banking Industry’s

New Direction.

Thapa, k. (2019). Banking Law and Regulations. New Baneshwor, Kathmandu: Khanal's
Publication.

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