ACTIVITIES OF CUSTOMER SERVICE DEPARTMENT

IN MEGA BANK NEPAL LIMITED

An Internship Report

Submitted To

Office of the Dean

Faculty of Business and Accounting

Lincoln University College, Malaysia

Submitted By

Manju Nath

LUC Registration No: LC00017000602

Texas College of Management and IT

Lincoln University College, Malaysia

In the partial fulfillment of requirement for the degree of

Master in Business Administration (MBA)

Kathmandu, Nepal

November, 2021
 LETTER OF DECLARATION
I hereby declare that the internship report entitled “Activities of Customer
Service Department in Mega Bank Nepal Limited” submitted to the partial
fulfillment of MBA Degree, under the Faculty of Business and Accounting,
Lincoln University, Malaysia, is my original work and it has not been either
submitted anywhere for the award of any other degree or published for any of
the commercial purpose anywhere and other mentioned in this report are
ethically citied as per guidelines and dully acknowledged accordingly.

………………..

Manju Nath

LUC Registration No: LC00017000602

 ACKNOWLEDGEMENTS
This Report entitled “Activities of Customer Service Department in Mega Bank Nepal
Limited” has been prepared in partial fulfillment for the degree of Master for Business
Administration (MBA) under the course designed by the Faculty of Management, Lincoln
University. The internship has helped to gain real life experience regarding the Operation of
the Commercial Bank. Getting an opportunity to work in the Mega Bank is a very proud
achievement in itself and the guidance and support I have received from the department
makes my intern experience even more heartwarming.

I would like to pay my sincere gratitude to my thesis supervisor Mr. Satish Kumar Ojha and
BBA/MBA Head Ms. Sarala Karki at Texas College who guided through report providing
valuable suggestions, guidance, supports and supervision.

Similarly, I am thankful to Mr. Bibek Adhikari (Branch Manager of Mega Bank Limited,
Kritipur Branch), Mr. Hirind Saud (Intern Supervisors Kritipur Branch) for guiding me
through the operations and how the works are carried out. I would also like to reserve special
thanks to all the staffs of the Bank for being patient with me and teaching me through how
the activities are performed in the department during my internship period.

Finally, I would like to offer my profound gratitude to my family members, my friends,

colleagues, and well-wishers for their encouragement and support during the entire period of
my internship. Many thanks also, to those whom I had the opportunity to interact and for their
commitment and sharing experiences that enriched this project.

Sincerely,

……………

Manju Nath
 TABLE OF CONTENTS

Title Page

Letter from Industry

Certificate of Approval from College

Letter of Declaration

Acknowledgement

Table of Contents

List of Tables

Abbreviations

Executive Summary

CHAPTER ONE: INTRODUCTION ………………………………………………….. 1-3

1.1 Background of the study ………………………………………………………………….2

1.2 Objectives of the study …………………………………………………………………...2
1.3 Methodology ……………………………………………………………………………..2
1.4 Limitations of the study ………………………………………………………………….3

CHAPTER TWO: INTRODUCTION OF BANKING INDUSTRY ...……………… 4-12

2.1 The Context of Banking Industry ………………………………………………………...5

2.1.1 Banking Industry in Nepal……………………………………………………...5

2.1.2 Commercial Banking in Nepal ………………………………………………...7

2.1.3 Function of Commercial Bank ………………………………………………...7

2.2 The Present Situation of banking Industry ……………………………………………...9

2.2.1 Current status of Banks and financial institutions (BFIs) in Nepal …………. 10

2.2.2 How COVID-19 is Reshaping Nepal’s Banking Culture …………………… 10

2.3 Challenges and Opportunities of Banking Sector in Nepal …………………………… 11

CHAPTER THREE: BRIEF INTRODUCTION OF MEGA BANK NEPAL

LIMITED………………………………………………………………………………. 13-21
3.1 The Context of Mega Bank Nepal Limited ……………………………………………. 14

3.1.1 Vision, Mission and Objectives ……………………………………………… 14

3.1.2 Capital structure ……………………………………………………………… 15

3.1.3 Board of Directors …………………………………………………………… 15

3.1.4 Management Teams and Head of Departments ……………………………… 15

3.2 Present Situation of Mega Bank Limited ………………………………………………. 17

3.2.1 Products and services of Mega Bank Nepal Limited ………………………………… 18

3.3 Opportunities and Challenges ………………………………………………………….. 20

CHAPTER FOUR: ANALYSIS IF ACTIVITIES DONE/PROBLEMS SOLVED

……………………………………………………………………………………………22-28

4.1 Introduction of Customer Service Department ………………………………………….23

4.2 Role Played as Intern ……………………………………………………………………24

4.3 Experiences in the Internship Including of Process, System and Rationale …………….27

4.4 Emergence/Occurrence of Issues, Problems or Challenges and How Problems are

Solved/Addressed ………………………………………………………………………….. 27

4.4.1 Emergence/Occurrence of Issues ……………………………………………. 27

4.4.2 Problem or Challenges and how it was solved ……………………………….27

4.5 Observed Gaps …………………………………………………………………………28

CHAPTER FIVE: CONCLUSION/LESSION LEARNT AND RECOMMENDATION

………………………………………………………………………………………….29-31

5.1 Inferences Drawn ……………………………………………………………………...30

5.2 Overall Experience, Learning and Knowledge Gained ……………………………….30

5.3 Recommendations …………………………………………………………………….31

BIBLOGRAPHY

APPENDICES
 List of Tables

Table 2.1 Number of BFIs and their Branches 10

Table 3.1 Capital Structure 15

Table 3.2 Board of Directors 15

Table 3.3 Management Teams and Head of Departments 16

Table 3.4 Some Indicators of MBNL 17

Table: 3.5 Interest Rates as on Mangsir 2078 18

Table: 4.1 Activities done/Role played as an Intern 24

 ABBREVIATIONS

ATM: Automated Teller Machine

ABBS: Any Branch Banking service

BLB: Branchless Banking

BAFIA: Bank and Financial Institutions Act

BFIs: Bank and Financial Institutions

CEO: Chief Executive Officer

CSD: Customer Service department

KYC: Know Your Customer

MBNL: Mega Bank Nepal Limited

NRB: Nepal Rastra Bank

RBB: Rastriya Banijya Bank

Ltd: Limited

etc: et-cetera

SWIFT: Society for Worldwide Interbank Financial Telecommunication

 Executive Summary
This report has been prepared as the partial fulfillment of MBA under Lincoln University
College. This report consists of the experience and knowledge accumulated during my
internship in the Mega bank. I learned to work under pressure and broadened his knowledge,
vision, ability and confidence to perform in real working upbringing. It was a nice chance to
gain practical knowledge of banking sector. It was the great experience working in friendly
environment as an internee in Mega Bank Nepal Limited.

During internship period several issues and challenges came up from self-observation,
informal interview and discussion with staff, supervisor and clients but were solved easily
with proper guidance and instruction from supervisor. The intern also developed various
professional skills such as communication skills, time management skills, technical skills,
networking skills etc. As intern was being placed in the customer service department, so she
had to provide detail information regarding the products and services of the bank and she had
to deal with various customers. It improved the communication skill of the intern. The major
activities performed as an internee in MBNL were KYC update, convinced customers for
opening their deposit accounts in the Mega bank and helped the staff of Mega bank in
printing process, deal with customers and solved their problems regarding ATM, product
offerings, its benefits etc, I also performed Basic tasks like photocopying and filling out
deposit forms for the customers when needed. And, the major findings were people hesitate
to apply for loan in commercial banks when they are in need of money, expectations of
people with the bank is quite high, they want higher interest rate in deposit and lower interest
rate while burrowing. A lot people are either illiterate or don't have proper banking
knowledge, so they need extra attention from the bank.

The internship helped me to get real life knowledge about different banking scenarios. I got
some idea about how the economy runs. As it was my first job experience, I got to know
many things that I should take care of while entering to the professional world. I was also
pretty impressed by the culture being followed in the bank which minimized the distance and
brought more understanding between every staffs.
CHAPTER ONE

1
 INTRODUCTION

1.1 Background of the Study

The students of Masters on Business Administration of Lincoln University have been
assigned to perform 45 days internship on a particular institution and prepare an internship
report accordingly. University has its ultimate objective of educating students for professional
pursuits in business, industry, government, and non-government sectors. An internship is a
work-related learning experience for individuals who wish to develop a valuable experience
and a chance to get exposed to the business environment and seeking skills for a new career.
It is further dedicated for increasing the knowledge of business, service and public
administration. It aims to give students the opportunity to realize and understand the real life
business and professional performance and problems on different activities of financial
institution.

1.2 Objectives of the Study

The general objective of doing internship is for the partial fulfillment of the requirement for
the degree of MBA. The purpose of intern is to give practical and professional knowledge
about the banking and industrial sectors to the students. Beside this, the specific objectives
are as follows:

 To study the entire banking or industrial operating procedures.

 To examine about the different products and services offered by MBNL.
 To examine the overall activities of customer service and other department.
 To acquire knowledge on industrial or banking activities.

1.3 Methodology: Nature and source of data Collection

Data is value collected through record keeping or pooling, observation, or measuring. It
includes texts and Numbers, Figures and Map, Photographs and Picture. The nature of the
data is qualitative and quantitative and the source is primary and secondary. A systematic and
scientific methodology always helps in collecting the qualitative and quantitative data. We
must consult with various people, booklets, news, newspaper and other source to gain correct
data. This report is maintained on the basis of primary as well as secondary sources which are
given below:

i. Primary data

Primary source of data are known as the data which are collected through observation and
direct contact. They are not derived from any other sources. The primary data are the
information collected during the internship period by the observation and involvement. Most
of the primary data are collected through the following sources:

 Day to day operation with staff of MBNL.

 Direct dealings with the customer in the bank.

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  Personal involvements in the activities of bank.
 Observations of the bank and its environment.
 Daily activities during internship.

ii. Secondary data

The secondary data is one which has already been collected by a source other than present
investigator. Secondary data include both raw data and published summaries. Documentary
secondary data include written material such as; books, journal articles, newspapers as well
as administrative and public records. These types of data are collected through following
ways:

 Annual report of Mega Bank Limited.

 Publications of Mega Bank Limited.
 Website of Mega Bank Limited.
 Different books and newspapers.
 NRB Directives and Circulars on commercial bank
 Internet
 Review of the related past records.
 Opinion of senior teacher colleagues and other

1.4 Limitations of the Study

Nothing is perfect. It is true everything must have the limitations. Although various efforts
have been made to collect data and information for the internship report, Sometimes,
authentic data for analysis couldn’t found as the prompters of the project think it can disclose
their industries secrecy.

The various limitations of the study are as follows:

 Though the both primary and secondary sources of data have been used in the report
they lack precision due to securely problem of the company.
 The information gathered was only of Mega Bank Limited; information of other bank
was not possible.
 The workload of employee and supervisor was quite hard to give proper guidance to
the intern.
 The report may not have complete information about the other department of the
bank. Almost most of the time was spent on CSD.

3
CHAPTER TWO

4
 INTRODUCTION OF BANKING INDUSTRY
2.1 The Context of Banking Industry
The word bank has been derived from Italian word banco. In the ancient time in the French
language it is called the bank; in The English language it is called the bank. In Italian word,
banco means bench. The evolution of banking industry had started a long time back in
ancient times.

Bank is a financial institution that deals with monetary transaction. It accepts deposits from
surplus unit and provide loan to deficit units. It collects scattered money from public in the
form of deposit by providing them certain percent of interest and distributes the accumulated
fund to others, who are in need of money by charging certain percent of interest, which is
usually than it gives to the depositors. Bank can also be taken as an intermediary, which
bridges the gap between the savers of fund and users of fund.

According to Nepal Rastra Bank Act 2002

“Bank is a financial institution, which provides financial services that may be in the form of
accepting deposits, advancing loan, providing necessary technical advice, dealing over
foreign currencies, remitting funds, etc.”

 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. (Oxford Dictionary)

Bank is an organization established for the purpose of exchange money deposit lending
money and participation in transactions. (Commercial Bank Act, 2031)

By these definitions, the 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 the bank, it would be quite impossible for the industrialist and entrepreneurs to go
directly to the 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 the 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.

2.1.1 Banking Industry in Nepal

Tejarath Adda established during the tenure of the Prime Minister Ranoddip Singh (1993
B.S) this was the first step towards the institutional development of banking in Nepal. It
tendered a good service to give loans to government employees and public against bullion.

5
Banking in modern sense started with the inception of Nepal Bank Limited (NBL).Nepal
Bank Limited was established in 1994 B.S, as a semi-government organization without
existence of a central bank in the country under special Banking Act 1936, having elementary
functions of a commercial bank. 51% of the paid up capital of Nepal Bank Limited is owned
by the Government and 49% owned by the public. Later, on Nepal Rastra Bank was set up on
2013 B.S. as the first central bank under Nepal Rastra Bank Act 2012 B.S with an objective
of supervising, protecting and directing the functions of commercial banking activities.
Another commercial bank fully owned by the government, ”Rastriya Banijya Bank”, was
established in 1996, which made it possible for the Nepal Rastra Bank to devote more
attention to the important aspects of economic, monetary and fiscal development. Industrial
development center was set up in 2013 B.S it was converted into Nepal Industrial
Development Corporation. Agricultural Development Bank established in 2024 to finance
agricultural produces.

In the context of Nepal, The NRB regulates the national banking system and also functions as
the government’s central bank. As a regulator, NRB controls foreign exchange; supervises,
monitors, and governs operations of banking and non -banking financial institutions;
determines interest rates for commercial loans and deposits; and also determines exchange
rates of foreign currencies. As the government’s bank, NRB maintains all government
income and expenditure accounts, issues Nepali bills and treasury notes, as well as loans to
the government, and determines monetary policy.

Commercial lending in Nepal is governed under the Bank and Financial Institutions Act
(BAFIA) of 2017 which super cedes the earlier BAFIA of 2006, the Commercial Bank Act of
1974, and the Finance Company Act of 1985, which previously governed commercial
lending. The BAFIA authorizes the NRB to issue guidelines to all commercial banks and
financial institutions on interest rates, interest ceilings, and areas of investment.

Banks can be classified into different types on the basis of their functions or activities they
perform. General public in Nepal means Commercial banks when they say banks but we do
have different types of banks for various financial functions. They are:

i. Central Bank: Central bank is the apex bank in the country that controls the
monetary system and banking structure. It operates in the interest of the country and
assists the government for implementation of economic policies. It is the bank of the
government.
ii. Commercial Bank: commercial banks are established to promote trade, commerce
and industry in the country. They perform intermediary role by accepting deposits
from saving units.
iii. Development Bank: Development banks are established to provide capital and
technological assistance for the development of infrastructure of the country.
iv. Investment Bank: Investment banks are banks specialized in underwriting stock and
bond issues. They also provide assistance and work for merger and acquisition.

6
2.1.2 Commercial Banking in Nepal
Commercial Banks are the major financial intermediaries of Nepalese financial ecosystem.
They serve several types of units and provide a wide range of financial services when
compared to other BFIs. Commercial Banks are the suppliers of finance for the trade and
industry as well as for individuals and other institutions for the formulation of capital.
Commercial banks are profit-based institutions that offer financial products like loans, as well
as services like deposit, electronic transfer of funds, etc. to their customers. Commercial
banks have a significant role in a country’s economy as these organizations fulfill the short
and mid-term financial requirements of industries. There are a total 27 commercial banks in
Nepal. Three banks have government ownership and the remaining 24 banks have private
ownership. The minimum paid-up capital of commercial banks in Nepal is NPR.8 Billion.

Nepal Bank Limited, the first bank of Nepal, was established on November 15, 1937 A.D.
The Bank had the authorized capital of Rs.15 billion & issued capital and paid up capital of
Rs. 11.28 billion. Nepal Bank Limited has the corporate vision of “Pioneer Bank with
customer service excellence”. Similarly, another commercial bank, Rastriya Banijya Bank
was established on January 23, 1966 A.D. RBB was established with the vision “To provide
innovative banking services to everyone, every time and everywhere for the economic
development of the nation”. The bank has a share capital of Rs. 9 billion. Another
government owned commercial bank was established in 1968 in a name of Agricultural
Development Bank limited with main purpose of providing commercial banking facility in
rural areas.

Three large state-owned banks still dominate the commercial banking sector: Rastriya
Banijya Bank (National Commercial Bank), which is 100 percent government-owned, Nepal
Bank Ltd., which is 40.5 percent government-owned, and the Agricultural Development
Bank, also largely government-owned. Together these 3 state-owned banks still hold nearly
16% of total banking assets and total deposits in the country. The first two, in particular, also
have a large number of non-performing loans. However, private banks have an increasingly
large and influential presence, and most businesses now tend to bank with the non-state
banks, rather than the traditional state-owned banks.

2.1.3 Functions of commercial Bank

Functions of commercial banks are primarily based on a business model of accepting public
deposits and utilizing that fund for various investment purposes. Such functions can be
classified into two categories, primary and secondary functions.

Primary Functions 
1. Accepting Deposits – Commercial banks accept deposits from their customers in the form
of saving, fixed, and current deposits. 
 Savings Deposits – Savings deposits allow a customer to credit funds towards their
accounts for up to a certain limit. These deposits are preferred by individuals with a
fixed income, utilized to create savings over time.

7
  Fixed Deposits – Fixed deposits come with a predetermined lock-in period. Fixed
deposits are also referred to as time deposits as the funds are deposited for a specific
time frame.
 Current Deposits – Current deposits allow account holders to deposit and withdraw
money whenever necessary. In some cases, current accounts also offer overdrafts until
a pre-specified limit to individuals and businesses.

2. Providing Loans – One of the main functions of commercial banks is providing credit to
organizations and individuals, and profit from the earned interest. Usually, banks retain a
small reserve for their expenses while offering the remaining amount to customers as various
types of short and long-term credits.
Commercial banks provide both secured and unsecured loans, categories are-
 Cash Credit – Commercial Banks and its Functions include extending advances to
individuals and organizations against bonds, inventories, and other types of securities.
This facility, commonly known as cash credit, provides a more substantial sum when
compared to other forms of credits.
 Short-Term Credits – Short-term loans are usually pledged without any security,
offering a smaller loan amount and repayment tenor. These are also referred to as
personal loans.

3. Credit Creation – A unique function of commercial banks is credit creation. Instead of

offering liquid cash, banks create a line of credit and transfer the loan to a business or
commercial body all at once.

Secondary Functions 
The following can be considered as the secondary functions of commercial banks :– 

1. Providing locker Facilities – Commercial banks provide locker facilities to customers

who want to store valuables safely. Locker facilities eliminate the impending risk of theft or
loss, which prevail when kept at home.

2. Dealing in Foreign Exchange – Commercial banks help provide foreign exchange to

individuals and organizations which export or import goods from overseas. However, only
certain banks which have the license to deal in foreign exchange are eligible for such
transactions. 

3. Exchange of Securities – Another function of commercial banks is to trade in bonds and

securities. Customers can purchase or sell the units from the financial institution itself, which
offers more convenience than alternate approaches.

4. Discounting Bills of Exchange – The main function of a commercial bank in today’s date
is to discount bills of businesses. Bill discounting is considered as a profitable investment for
banks. Bills create a steady flow of funds, while not becoming a risky venture during
payment as it is considered as a negotiable instrument. These also do not involve the financial
institution in any litigation. 

8
5. Bank as an Agent – Commercial Bank and its Function also requires them to provide
finance-related services to customers, fulfilling the role of an agent. These services usually
include – 
 Acting as an administrator, trustee, or executor of a customer-owned estate.
 Assisting customers with tax returns, tax refunds, and other similar tasks.
 Serving as a platform to pay premiums, repay loan installments, etc.
 Offering a platform for electronic transaction of funds, processing of cheques, drafts,
bills, etc.

2.2 The Present Situation of Banking Industry

Banks are gradually starting to realize that, in today’s competitive banking environment,
exemplary customer service is one of the distinguishing characteristics that banks can exploit
to establish a competitive edge. Since most banks offer comparable products and services,
they should continually search for a competitive advantage that will attract new customers
and help retain existing ones. Banks are therefore, looking to develop innovative products
and services to maintain superior customer services levels while at the same time remaining
profitable. With the number of market players in the rise, the competition has been obviously
growing in the banking industry. The most obvious effect of the rising competition can be
seen in the interest rates offered by the banks.

Banks are gradually shifting towards the IT-based solution to enhance service delivery in
order to address customer concerns. Most banks are embracing E-banking and provision of
ATMs to reduce long queue in the banking hall. In addition, some banks have launched
mobile phone banking services which facilities several account query tools, including account
balances, thereby minimizing the need for customers to visit banks. This drive towards the
IT-based solution will continue to gather momentum in the future as banks will find it very
difficult to survive in the ever growing competition without some form of competitive
advantages.

Another trend observed nowadays is large corporate houses explore the shift towards multiple
banking relationships. In order to remain competitive, banks are seen to be increasingly
encouraging business houses to transact with them. This has led to the creation of the large
volume of unutilized limits with the bank and in order to get a large piece of the pie banks are
increasingly accepting risks, which they otherwise would not have taken. The unyielding
competition has also led the banks to accept collaterals that are more risky and unsecured.
The volume of loan against the hypothecation of stock, receivable and other assets are on the
rise. In the absence of hypothecation in the current assets, the risk of over financing is
eminent and banks are exposed to the higher degree of risk. However, people hesitate to
apply for loan in commercial banks when they are in need of money, expectations of people
with the bank is quite high, they want higher interest rate in deposit and lower interest rate
while burrowing. A lot people are either illiterate or don't have proper banking knowledge, so
they need extra attention from the bank.

2.2.1 Current status of Banks and financial institutions (BFIs) in Nepal

9
With the introduction of the merger by-law, the number of banks and financial institutions
(BFIs) has gradually declined in Nepal, until now, the number of banks and financial
institutions has declined to 133. The total number of BFIs (A, B, C) stood at 62 at the end of
Shrawan, 2078 (Mid-August 2021). The 'B' class development banks and 'C' class finance
companies are in danger of extinction. Likewise, the 'D' class microfinance companies are
also undergoing merger/acquisition aggressively.

Altogether 27 commercial banks, 18 development banks, 17 finance companies, and 70

microfinance are currently operating (as of Mid-August2021) in Nepal. Several development
banks and finance companies have entered into a merger/acquisition agreement with
commercial banks. Therefore, the number of BFIs is expected to decline.

The table below shows the number of BFIs included 'D' class microfinance and their
branches.

Table 2.1 Number of BFIs and their Branches

Banks/BFIs No. of BFIs No. of Branches

Commercial Banks (A) 27 4,766
Developments Banks (B) 18 1,023
Finance (C) 17 266
Microfinance (D) 70 4,705
Infrastructure Development 1
Bank
Total 133 10,720
Source: September 17, 2021 / Investopaper

Until Mid-August, 2021, Commercial Banks have the highest number of branches of 4,766
while development banks and finance have 1,023 and 226 branches respectively. Similarly,
there are currently 70 microfinance institutions in Nepal. Microfinance has 4,705 total
branches. The central bank's initiative to induce a big merger (merger of commercial banks)
is likely to bring the number of financial institutions further down.

2.2.2 How COVID-19 is Reshaping Nepal’s Banking Culture

Nepal’s banking sector employs are nearly 50,000 people. In the first wave of the pandemic,
which lasted until the end of March 2021, 8,000 bank staffs were infected with corona virus.
The second, ongoing wave could prove to be much worse, as banking officials told me.
COVID-19 numbers have multiplied within a few weeks: by the end of May, 4,548 people
who work at banks were infected, according to the Nepal Bankers' Association (NBA).

Banks are taking measures to minimize employees’ risk. For example, Nepal Rastra Bank,
the central bank of Nepal, has directed its branch offices to operate with 25 percent staff or
10
less, and has allowed banks to have the rest of the staff work from home during pandemic
period. But it has also instructed banks to keep their front offices open for any walk-in
banking needs.

Banks have taken several standard precautions to protect staff from infections, including
providing personal protective equipment in addition to the standard protocols. Several banks
have taken ad-hoc measures, such has paying for staff members’ hotel rooms, arranging
polymerase chain reaction (PCR) tests, and providing COVID-19 insurance coverage. The
government prioritized bank staff for vaccinations. By early April, these employees were
eligible for two doses of COVID-19 vaccines.

2.3 Challenges and Opportunities of Banking Sector in Nepal

The challenges and opportunities of Nepalese banking sector are mentioned as below:

Problems/Challenges

The banking sector in Nepal has achieved a new height with the passing of time. With the
advancement of technology, the working mechanism of the banks has evolved. The trust and
confidence of the people in the banking sector have increased with time. However, with the
changing dynamics, many problems, and challenges of the banking sector in Nepal have been
encountered.

 Weak corporate governance. Corporate governance is a collection of rules, practices,

and processes by which the whole company is directed and controlled.
 Lack of adequate and skilled manpower
 Difficulty in rural access
 Cyber threat
 Lack of maintenance and improvement of equipment.
 COVID-19 Pandemic

The banking sector in Nepal has shown major progress, all the financial institutions are
evolving and growing all over Nepal. The banks are trying to reach the people with their
facilities and services not just in urban areas but even in rural areas. We can see many
opportunities for the banking sector in Nepal. In the past, many opportunities were missed
due to political instability and many other reasons. Now as the things are getting into place,
more opportunities are developing for the banking sector.

Opportunities

11
 Increasing investment potential
 Attract unexplored markets of the country
 Rural banking
 Technology
 Rapidly increasing working population

12
 CHAPTER THREE

BRIEF INTRODUCTION OF MEGA BANK NEPAL LIMITED

13
3.1 The Context of Mega Bank Nepal Limited
Mega Bank Nepal Limited is the second largest commercial bank in Nepal. The bank is an
‘A’ class commercial bank licensed by Nepal Rastra Bank and has branches all across the
nation with its head office in Kathmandu which provides entire commercial banking services.

Following the completion of all regulatory requirements, Nepal Rastra Bank had issued Mega
Bank its Operating License on 4th Shrawan, 2067 B.S. and the Bank commenced its
operations form 7th Shrawan 2067. Now, the Bank having completed eleven years of
operations is on its way to realizing the aspirations of 2,699 Promoters who comprise
primarily from middle class families spread over more than 63 Districts of Nepal. The
Promoters held the vision to establish a national level Class "A" Commercial Bank, which
was made a reality by an experienced and able Management Team and staff members driven
by a mission to provide Banking Services to the entire economic strata of the Nepalese
society from "Halo to Hydro". “Halo to Hydro” or from “Plough to Power” is the slogan
which drives the Mega Team in furthering banking services with excellence.

Pashchimanchal Development Bank Limited, a regional level B Class Financial Institution

having its Head Office at Butwal of Rupandehi district was merged with Mega Bank Nepal
Limited on 13th Baisakh 2073 (25th April 2016). Similarly Tourism Development Bank
Limited, a national level B Class Financial Institution having its Head Office at Kathmandu
merged with the Bank on 30th Baisakh 2075 (13th May 2018). Likewise Mega Bank has
acquired Gandaki Bikash Bank Limited, a national level B Class Financial Institution having
its Head Office at Pokhara of Kashi district and commenced joint operations from 21st Asar
2077 (5th July 2020).

3.1.1 Vision, Mission and Objectives

a) Vision
Being the Banker of every Nepali, from Halo to Hydro (Plough to Power).

b) Mission

i. Be one of the leading banks in the industry.

ii. Aims to deliver Service Excellence to create mutually beneficial relationships
with all the stakeholders.
iii. Committed to delivering Service Excellence and working towards providing five
star quality banking to Customers, Shareholders, Regulators, Community and the
Staff, creating, building and strengthening relationships of mutual benefit.

c) Core values
The core values of bank are as follows:

14
 i. Customer focus
ii. Shareholder prosperity
iii. Employee growth
iv. Economic welfare

3.1.2 Capital structure

The capital structure of MBNL is as shown in below table with an Authorized Capital of NPR
15 Billion, Issued Capital of NPR 14.65 Billion and Paid-Up Capital of NPR 14.65 Billion.

Table 3.1 Capital Structure

Capital structure Amount (NRP)

Authorized capital 15 Billion
Issued capital 14.65 Billion
Paid-up capital 14.65 Billion
Source: www.megabanknepal.com

3.1.3 Board of Directors

The Board of Directors of MBNL is mentioned as below:

Table 3.2 Board of Directors

S.N. Name of Directors Designation

1. Mr. Bhoj Bahadue Shah Chairman
2. Mr. Gopal Khanal Director
3. Mr.Madan Kumar Acharya Director
4. Mr. Mukti Ram Pandey Director
5. Dr. Indra Bahadur Malla Thakuri Director
6. Mr. Bal Krishna Siwakoti Director
7. Ms. Shiba Devi Kafle Independent Director
Source: www.megabanknepal.com

3.1.4 Management Teams and Head of Departments

There are different management teams and departmental heads in MBNL, they are listed as
below:

Table 3.3 Management Teams and Head of Departments

15
Management Teams and Head of Position
Departments
SENIOR MANAGEMENT TEAM
Anupama Khunjeli Chief Executive officer
Raveena Desraj Shrestha Deputy Chief Executive officer
Tulsi Ram Pokharel Senior Deputy General Manager
Amit Shrestha Chief Credit Officer (CCO)
Manoj Khadka Chief Marketing Officer (CMO)
Pragya Pandey Chief Risk Officer (CRO)
Rajesh Sharma Chief Operating Officer (COO)
Chhabindra Nath Sharma BDO- Agriculture Financing/ Mid
Corporate Lending
Deny Shrestha Chief Global Market
Jenu Thapa Chief Liability Officer
HEAD OF DEPARTMENT
Rajendra Subedi Head-Human Resource
Ramesh Khadka Head-Administration and Corporate Affairs
Shyam Chand Head-Information Technology
Rajeev Gajurel Head-Internal Audit
Janak Bhattarai Head-SME Financing
Bishwa Singh Head- Digital & e-Banking
Punya Prasad Khaniya Deputy Province Head- Bagmati Province
(Deposit)/ Head- Micro Financing
Roshan Koirala Head-Retail Financing
Sanjit Kumar Joshi Head-Trade Operations
Rashmi Joshi Head-Institutional Deposit - I
Nirmal Shrestha Head – Finance & Planning
Kumar K.C Gandaki Province - Deputy Province Head
II
Mintu Kumar Jha Head- MIS & BPA and IT Incharge
Sudan Khatiwada Head-Operations
Anil Dev Pandey Head-Project & Logistic Management
Ram Kaji Suyal Thapa Head – Infrastructure Financing
Prabin Poudyal Head- Legal
Abhishek Karki Head-Monitoring, NPA Management and
Recovery
Sagun Pathak Head-Compliance & AML/CFT
Boby Raj Mulmi Head-Remittance Centre
Shankar Prasad Dahal Head - Corporate Financing
Upasana Rana Head-HNI and Wealth Management
Bishwa Barsingh Thapa Head - Research & Development/Retail
Deposits I
Nagendra Prasad Pant Head - Credit Administration
Manoj Prasad Shrestha Head – CMD (Cluster I & II)
Laxmi Devkota Head - Service Delivery
Shubhas Pandey Information Security Officer
DEPARTMENT IN-CHARGE

16
 Manjila Dangol Incharge-Risk Department
Shankar Pokhrel In-charge-Human Resource
Kali Bahadur Kumal In-charge-Micro & Agro Financing
Prakash Adhikari In-charge-Operation, Market & Other Risk
Rojee Shrestha Incharge-Digital and e-Banking Department
(Operations)
Rukmani Maharjan Incharge-MSME
Source: www.megabanknepal.com

3.2 Present Situation of Mega Bank Limited

Mega Bank Nepal Limited is one of the premier Financial Institution of Nepal consistently
living it's Service Pledge to conduct business by continually creating mutually beneficial
relationship with all its stakeholders; Customers, Shareholders, Regulators, Communities and
Staff. The Bank realizes that its success is directly correlated with the pace at which it fosters
its relationship with its stakeholders, so that in every step of its journey, both parties benefit,
succeed and grow together.

Currently the Bank has 201 branches, 24 extension counters and 139 ATMs throughout the
country in addition to 57 Branchless Banking (BLB) outlets and 3,200+ Mega Remit agents.
Mega Bank offers a wide range of Banking Products and financial services to the Corporate,
Mid-Corporate, SMEs, Consumers and Micro Customers through a variety of delivery
channels.

The financial performance of bank as of end of ashad 2077 can be highlighted through
following table:

Table 3.4 Some Indicators of MBNL

S.N. Particulars F/Y 2076/77

1 Earnings per share NPR 15.45
2 Price Earning (P/E) Ratio 13.27
3 Liquidity Ratio 6.63%
4 Net worth per share 137.09%
5 Market value per share NPR 201.00
Source: www.megabanknepal.com

3.2.1 Products and services of Mega Bank Nepal Limited

17
As per the vision, mission and objective of the bank it is developing different new products
and services for its customers. It provides various forms of deposits with distinct features and
interest rates. It also offers different type of loans charging different interest rates as per the
scheme. Its other major services include ATM service, ABBS service, SMS banking, mobile
pay, branchless banking, Remittance, e- banking and so on.

i. Account and Deposits

The main function of any bank is to collect huge volume of deposit so that it can
provide loan to the customers. There are various deposit products of Mega Bank Ltd
which provides different kinds of facilities to the customers to attract huge volume of
deposit. Some deposit products of the bank are listed below:
 Mega LokpriyaBachatKhata
 Mega Shuvarambha
 Mega current deposit account
 Mega ByaparBachatKhata
 Mega fixed deposit account
 Mega dhanaka mudhati khata
 Mega Nari special account
 Mega swabhiman bachat khata
 Mega young star saving account
 Mega Youth-MY Bank@ Campus Account
 Mega karmachari bachat khata

Various deposit products of the bank listed in the following table:

Table: 3.5 Interest Rates as on Mangsir 2078

Interest Minimum
S.N. Account Name
Rate (p.a) Balance
1 Mega Matribhumi Savings Account 6.46% NPR 500
2 Mega Chhoriko Surakshya Bachat Khata 5.46% Nil
3 Mega Avibhabak Bachat Khata 5.46% NPR 500
4 Mega Professional Savings Account 5.46% NPR 1,000
5 Mega Triple Benefit Plus Savings Account 5.46% NPR 500
6 Mega Bishwas Bachat Khata V. 2020 5.46% NPR 5,000
7 Mega Nagarik Sambridhi Savings Account 5.46% NPR 100
8 Mega Corporate Benefit Savings Account V. 2020 5.46% NPR 1,000
9 Mega Corporate Benefit Savings Account * 5.46% NPR 1,000
10 Mega Karmachaari Bachat Khata 5.46% NPR 100
11 Mega Maha Bachat Khata 5.46% NPR 1,000
12 Mega Maya Bachat Khata (MMBK)*
General 5.46% NPR 10,000

18
 Standard 5.46% NPR 20,000
Super 5.46% NPR 30,000
13 Mega Shareholder Bachat Khata (Special) 5.46% NPR 500
14 Mega Prabardhak Bachat Khata (Special) 5.46% NPR 1,000
15 Mega Maya Bachat Khata V. 2020 5.21% NPR 50,000
16 Mega Sarbapriya Bachat Khata 5.21% NPR 50,000
17 Mega Utkrishtha Bachat Khata 5.21% NPR 25,000
18 Mega Subharambha Bachat Khata 5.21% NPR 10,000
19 Mega Young Star Savings Accoun 5.21% NPR 1,000
20 Mega Shareholder Bachat Khata (Normal) 4.96% Nil
21 Mega Prabardhak Bachat Khata (Normal) 4.96% Nil
22 Mega Lokpriya Bachat Khata (Normal Savings) 4.96% Nil
23 Mega Swabhimaan Bachat Khata 4.96% NPR 1,000
24 Mega Srijanshil Nari Bachat Khata 4.96% NPR 500
25 Mega Youth My Bank@ Campus Savings Account 4.96% NPR 200
26 Mega Micro Savings Account 4.96% NPR 5
27 Mega Social Security Allowance Savings Account 4.96% Nil
28 Mega Remittance Savings Account 4.96% Nil
29 Mega Jeevan Sathi Bachat Khata 4.96% NPR 5,000
30 Mega Swornim Bachat Khata 4.96% NPR 5,000
31 Mega Rising Savings Account 4.96% NPR 500
32 Mega IPO Saving 4.96% Nil
33 Fixed deposits (3 months and above)
34 Personal 9.96
35 Institutional 8.96
(Source: www.megabanknepal.com, As of Mangsir 2078)

ii. Loans
To provide loan facility to their customers is another primary function of bank.
Interest earned through loan is the main source of income of any bank. The loans
provided by the bank are as follows:
 Mega Auto Loan
 Mega Home Loan
 Mega Mortgage Loan
 Mega Mortgage Overdraft
 Mega Personal Loan
 Mega Education loan
 Mega Margin Lending
 Mega Loan Against Fixed Deposit
 Mega Loan Against Govt. Securities

19
iii. ATM/Cards
Different types of cards are also issued by the bank for easy banking. They are:
 Visa Debit card
 Credit card
 Prepaid card
iv. Mobile Banking
Mega Bank provides mobile banking facilities to its customers with minimum charges
on mobile banking service to attract large number of customers.
The features of mobile banking are a shown below:
 “One app one device” for all digital banking needs
 Dual channel access
 Users can be updated with all the account information
 Instant and secure fund transfer facilities.
 Convenient way to make payments
 Receive notifications and alerts of transactions.
 Make intermediate request for services.
 QR payments and discount
v. Internet Banking
Mega Bank Limited also provides internet banking facilities to its customers. The
services available through internet banking are checking balance statements, third
party balance transfer, inquiry of loan details, term deposit details and standing
instructions, cheque utilization, exchange rate and so on.
vi. Remittance services
Remittance is the medium of transfer money from one place to another. Mega bank
has its own Remit and also provides remittance services to its customers through
various remit companies. Customer from abroad can send money back home in a
convenient way and customer residing in Nepal also can send money abroad by using
SWIFT services.
vii. Other various services provided by the bank
 Locker services
 SWIFT
 Bank Guarantee
 Letter of Credit
 Micro banking
 Direct banking
 BLB service

3.3 Opportunities and Challenges

Mega Bank Limned also has some opportunities and challenges from the external
environment. They are:

20
Opportunities

 High potential to reach to the customers with its network

 There are several branches to be opened in the last fiscal year which can help bank to
expand its business.
 The bank can collect deposit from customer residing abroad through online account
opening.
 Huge volume of deposit can be collected through wide range of deposit products.
 Wide variety of ancillary services to customers.

Challenges

 Scarcity of deposit resources leading to high competition

 Deficit in balance of payment.
 Risk to the bank due to changes in policies and directives by the regulators.
 Recruitment and retention of quality human resources
 Huge challenge to handle security threats.

21
CHAPTER FOUR

22
 ANALYSIS OF ACTIVITIES DONE/PROBLEMS SOLVED
4.1 Introduction of Customer Service Department
A company's customer service department handles the concerns of customers. The
department answers customers' questions, attempts to resolve customers' complaints and tries
to sell new services to them. Most companies have a separate customer service department;
although in some cases a receptionist may function as a customer service representative. In
addition to resolving customers' complaints and answering their questions, the customer
service department also takes suggestions from customers who have new ideas that may
improve the image of a company and attract new customers. For example, a customer may
send an email suggesting that a local supermarket increase the amount of organic products.

Customer service is an organization's ability to supply their customers' wants and needs.
Customer service is the ability of an organization to constantly and consistently exceed the
customer's expectations. Excellent customer service is the process by which any organization
delivers its services or products in a way that allows the customers to access them in the most
efficient, fair, cost effective, and satisfying manner possible. Customer service is a process,
not a set of actions that might include greeting the customer, smiling, etc. Customer service is
about how your organization delivers its products or services. The part that sales people play
in the customer service process is taking the customer through the process in order for
him/her to receive the product they walked in the door to acquire. Improving customer
service involves making a commitment to learning what our customers' needs and wants are,
and developing action plans that implement customer friendly processes.

The customer service process must be transparent. If an organization can practice full
disclosure in an obvious way in their product information and their contracts, they are on the
way to create customer loyalty.

Customer Service Department is the prime department of bank which helps in providing
quality service to the customers and retaining them. CSD is the place where a one time
transaction is converted to long-term relationship or says transaction marketing is converted
to relationship marketing. CSD renders different services to delight the customers, various
function of CSD are as follows:

1. Execute smooth operations of customer service

2. Addressing customers queries and problems tactfully
3. Insure timely delivery of cards, cheque statement and other services
4. Follow cost control measures
5. Maintain confidentiality of the customer’s and department’s information
6. Insure KYC compliance while opening accounts
7. Educate customers on alternative service delivery channels

4.2 Role Played as Intern

23
The role played as an Intern is as shown in following weekly basis table:

Table: 4.1 Activities done/Role played as an Intern

Weeks Activities done/Role played as an Intern

Week 1 Introduction and greetings

Know the vision, mission and other necessary information of Mega bank
Observed how CSD activities done by the staffs
Being mediator between customers and CSD staffs

Week 2 Helps customer to fill up the voucher

Call receiving and forwarding
Respond to the customers

Week 3 Provide check book to the customers and record it

Provide information about products and services of the bank
Assist customers to fill up the account opening form

Week 4 Check necessary documents

Do photocopy as per need
Getting authorized signature on different documents

Week 5 Respond the balance inquiry of customers

Maintain records, book keeping and filling properly

Week 6 Issue statement of account as per customers need

Update KYC
Update signature of customers on their accounts as required

Week 7 Provide ATM cards

Provide Mobile banking or e-banking service and information

Week 8 Handle all kinds of customer queries

Convince customers to open accounts in Mega bank

The internship work that I performed can be called general tasks. General in a sense that I
performed normal day to day tasks assigned to any intern like filling up daily transaction list,
KYC form, photocopy, etc. The major activities explained as follows:

24
1. Account opening

Accounts are opened in the form of personal and corporate account. The various forms of
personal account are saving account, current account and fixed deposit account. Various
schemes are available according to the saving need of the customers. The intern performed
the following functions:

 Providing the application form

 Providing the information on minimum balance requirement and the interest rate
along with facilities of each deposit schemes. Verifying the attached documents
 Preparing the voucher for deposit
 Filling the KYC ( Know Your Customer) form
 Handing the documents to the authorized personnel
 Making the Xerox copy of citizenship certificate or any other identity card.

2. Issue Cheque Book

Cheque book is issued to the current and saving account holders. General condition applied
for issuance of cheque book as:

 When a new account is opened.

 When existing account holder request for cheque book.

Mega Bank provides free cheque book to the account holders in different accounts. Cheque
book is issued after the signature verification by the authorized staff.

3. Issuance of ATM cards

The ATM cards of Mega Bank are prepared by the Card Centre, so it takes about a week for
delivery to the accountholder. ATM is SCT card that is provided to the customers, which can
be used in any ATM machines. It is issued free of cost but an annual cost of Rs 250 is
charged. It is issued after the verification of signature by authorized staff.

4. Issuance of Statement of Account

Account statements are the statement that shows the transactions done by the respective
account number in certain period of time. To get the account statement the customers must
fill the register for their details which includes the information like account number, name of
the account holder, signature of the account holder, and time duration i.e. from when to
which date to issue the statement.

5. Issuance of E-banking

The bank provides free e-banking facility to its customers. Through e-banking customers can
perform all the transactions by means of the internet. Once the e-banking request form is

25
submitted by the customer, the interne e had to check the details and after lodging into the
system by respective staff, the user name and password is issued to the account holder.

6. Updating KYC

KYC is an integral tool for identifying the customers and risk associated to the bank
accepting the customer. CSD reviews KYC requirement of newly opened accounts, existing
accounts, dormant and active accounts, etc. The role of intern was to inform account holders
regarding requirement of KYC to operate their accounts and update the information in bank’s
CBS after verification of account holder’s signature, recent photograph, national identity
documents and address verification documents.

7. Maintain Records, Book-keeping and Filing

Various records like ATM cards, e-banking, cheque issuance and account opening form of
account holders are maintained in the bank by operation department. The work of filing and
indexing has to be done and it is assigned to the internee during the internship period.

8. Account Closing

Account holders close the account when their purpose of account is finished or if they see
better investment opportunities in other area rather than deposit in bank. For this, application
in standard format needs to be filled by the customer which is then examined by the staff and
forwarded to authorized personnel. As per the policy of the bank, certain charge is deducted
from the account and the remaining amount is refund to the client and unused cheques are
returned back to bank.

9. Other General Services Provided by CSD

Some general activities were also done in Customer Service Department which is as follows:

 Balance enquiry
 Signature update
 Handling telephone Calls
 Handling customer queries
 Getting authorized signature on different documents.

4.3 Experiences in the Internship Including of Process, System and

Rationale
As an intern in Mega Bank Nepal Limited the overall work experience was more worthwhile
and I gained many experiences that will helpful in my career. Some of my experiences are:

26
  Understood the operation modality of a leading commercial bank
 Understood the role of customer service assistant, operation In-charge and branch
manager
 Learn about how department should function in an organization
 Learn about corporate culture, communication and problem solving.
 Understood the importance of work life balance

4.4 Emergence/Occurrence of Issues, Problems or Challenges and How

Problems are Solved/Addressed
Even the bank is supposed to be the pure financial institute, there are total 27 ranks and all of
them are providing the same service basically. The emergence question arises, if the all the
bank provides same kind of services then what's the need of opening that number of banks.
This is because as the service it is not homogeneous and the human resource makes one bank
different with others bank.

4.4.1 Emergence/Occurrence of Issues

There were few issues that were figured out during my internship period. Some of them are
listed below:

 The bank's system was often time consuming in simple transaction.

 The CSD staff was not willing to explain in detail regarding any issues.
 There was delay in transactions by other branches for the application emailed by the
sending branch.
 Hardware problems used to also arise like errors in scanner, printer and photocopy
machines.

4.4.2 Problem or Challenges and how it was solved

During internship, the operational problems happened frequently. One of the major problems
observed by the internee was the lack of co-ordination between the bank’s staff to complete
the KYC update target and daily account opening target for the branch. The internee
suggested the supervisor to segregate and assign the duties to individual staffs and further
acknowledge them for their performance. Despite the operational problems the technological
errors were distracting the staff an internee and the customers. The outdated printer and
scanner was creating trouble in performing any transaction efficiently. Later on the issue was
solved through the help of IT department and external vendor.

4.5 Observed Gaps

Gap refers to the difference between expectations and real happenings regarding theoretical
knowledge verses practical knowledge. Both type of knowledge are, acquiring in different
ways, much more important for successful career. One side is theory and other side is

27
practical application of theory, as an internee I felt following observed gap in Mega Bank
Nepal Limited:

 There is no work-life-balance as a staff of banking sector due to too much busy

schedule.
 There is no proper delegation of authority because of mostly centralized in head
office.
 Lack of communication and co-ordination was found among departments.
 Decision making process was slow sometimes due to the level of hierarchy was high.
 Operational department staffs were not well trained about updated
technology/software.

28
 CHAPTER FIVE

CONCLUSION/LESSION LEARNT AND RECOMENDATION

5.1 Inferences Drawn
Commercial Bank in Nepal could be viable only if they could provide maximum qualitative
services to their customers who are the main source of income for banks. To maintain the

29
standard of the bank, it should always look for measure to adapt to Changes to a better level.
Improvements have to be made from time to time in order to sustain the satisfaction level of
customers and push the bank to a continuous growing path.

This report has been prepared as the partial fulfillment of MBA under Lincoln University
College. This internship program has made internee to know about the various kinds of the
customer services that commercial banks have been offering and helped to apply the year's
long theoretical lessons into practical area. Internship has broadened intern’s knowledge,
vision, ability, management skill and confidence to perform in real working environment. It
was a great chance to gain practical knowledge of banking sector. The practical cases are
rather different from that we study in theory. Further intern has also become versed to get
socialize with the diversified people, to deal with the senior staffs, and to deal with the intern
colleague so as to make the working environment cheerful, pleasant and friendlier. Beside
this, the supervisors were extremely helpful in guiding on our internship program.

It was the great experience working as an intern in MBNL. The operational environment was
benevolent. There was good communication, healthy competition and healthy relationship in
between the personnel of MBNL. Each and every staff of MBNL were totally professional
but still there was a family environment making overall internal working environment
delightful to work with. Working at MBNL as an intern was a great opportunity to develop
conceptual and analytical knowledge about banking sector in Nepal. Thus, the knowledge and
experience endowed with this study will surely be constructive towards the pavement of
intern’s career and professional life.

5.2 Overall Experience, Learning and Knowledge Gained

"Practice makes a human practical and perfect". The two months internship period in MBNL
has taught me many lessons and have learnt different skill and obtained a variety of
knowledge during his internship period. Internship for two months really taught many things
which have been listed below:

i. Learned to tackle the operational issues.

ii. Learned proper communication skills.
iii. Learned to use the office equipment like photocopy machine, scanner and so on.
iv. Learned about general banking practices and corporate culture.
v. Learnt the basic activities that are conducted at the office.
vi. Learnt how to perform different customer related activities.
vii. Learnt to file the documents effectively and orderly.
viii. Learn to be more responsible and committed towards work.

5.3 Recommendations
I could have observed and know the real working environment of the bank. Hence, there is a
need of improvement in certain procedures and sectors of the bank. Here are certain
recommendations for the organization:

30
1. The core banking system should be updated.
2. There should be proper communication and co-ordination among all the units of the
bank for the smooth operations.
3. Majority of the general public have got some fear of bank, they don't want to get
inside bank premises. So, tie bank must make policies to make it a friendly and
comfortable place for the customer.
4. Banks should be more aggressive to tap the remittance coming in terms of billions of
rupees into the banking system.
5. Bank should facilitate their customer to make reasonable expectation with the bank
so, that they won't get disappointed.
6. Banks should prepare themselves for the possible arrival of foreign banks in Nepali
banking scenario by maintaining sound financial health and minimizing operational
costs.

31
 BIBLOGRAPHY
Limited, C. B. (2020). Annual Report (Fiscal year 2076/77). Kathmandu: Mega Bank
Limited

Thapa, K. (2017). Commercial Banking Operations. New Baneshwor, Kathmandu: Khanal

Publications Pvt. Ltd.

Wehmeier, S. (Ed.). (n.d.). Oxford Dictionary (Vol. Seventh). Oxford University Press.

(2019). Retrieved from www.dictonary.cambridge.org/dictionary/english/internship

Retrieved from https://www.investopaper.com/news/financial-access-in-nepal/Current Status

of Banking in Nepal. (September17, 2021).

Websites

www.megabanknepal.com.np

www.wikipedia.com

www.nrb.org
 Appendix 1
Lists of commercial banks in Nepal

S.N. Name of the Bank Operation Head Office

Date(A.D)
1 Nepal Bank Ltd. 1937/11/15 Dharmapath, Kathmandu
2 RastriyaBanijya Bank Ltd. 1966/01/23 Singhadarbar ,Kathmandu
3 Nabil Bank Ltd. 1984/07/12 Darbarmarg, Kathmandu
4 Nepal Investment Bank Ltd. 1986/03/09 Darbarmarg, Kathmandu
5 Standard Chartered Bank Nepal Ltd. 1987/02/28 New Baneswor, Kathmandu
6 Himalayan Bank Ltd. 1993/01/18 Kantipath, Kathmandu
7 Nepal SBI Bank Ltd. 1993/07/07 Hattisar, Kathmandu
8 Nepal Bangladesh Bank Ltd. 1994/06/06 New Baneswor, Kathmandu
9 Everest Bank Ltd. 1994/10/18 Lazimpat, Kathmandu
10 Nepal Credit and Commerce Bank Ltd. 1996/10/14 Siddharthanagar, Rupandehi
11 Bank of Kathmandu Lumbini Ltd. 2016/07/08 Kamalpokhari, Kathmandu
12 NIC Asia Bank Ltd. 1998/07/21 Biratnagar, Morang
13 Machhapuchhre Bank Ltd. 2000/10/03 Pokhara, Kaski
14 Kumara Bank Ltd. 2001/04/03 Darbarmarg, Kathmandu
15 Laxmi Bank Ltd. 2002/04/03 Birgunj, Parsa
16 Siddhartha Bank Ltd. 2002/12/24 Kamaladi, Kathmandu
17 Agriculture Development Bank Ltd. 1968/01/21 Ramshahpath, Kathmandu
18 Citizen Bank international Ltd. 2007/04/20 Kamaladi, Kathmandu
19 Global IME Bank Ltd. 2007/01/02 Birgunj, Parsa
20 Prime Bank Ltd. 2007/09/24 Newroad, Kathmandu
21 Sunrise Bank Ltd. 2007/10/12 Gairidhara, Kathmandu
22 NMB Bank Ltd. 2008/06/02 Babbarmahal, Kathmandu
23 Mega Bank Ltd. 2010/07/23 Kantipath, Kathmandu
24 Civil Bank Ltd. 2010/11/26 Kamaladi, Kathmandu
25 Century Commercial Bank Ltd. 2011/03/10 Putalisadak, Kathmandu
26 Sanima Bank Ltd. 2012/02/15 Nagpokhari, Kathmandu
27 Prabhu Bank Ltd. 2009/05/07 Anamnagar, Kathmandu
(Source: www.nrb.org.np)