A

PROJECT REPORT ON
AN INTERNSHIP AT CUSOMER SERVICE DEPARTMENT OF
NABIL BANK LIMITED

SHIVALIK INSTITUTE OF PROFESSIONAL STUDIES

Sri Dev Suman Uttarakhand University

In Partial fulfillment of the requirements of the

BACHELORE OF BUSINESS ADMINISTRATION
BATCH (BBA 2019-2022)

SUBMITTED TO: SUBMITTED BY:

Dr. RAKSHA VASHIST Mr. NIRAJ KUMAR DAS
PROFESSOR 3rdYEAR (FINANCE)
ii
DECLARATION
I hereby declare that the project for internship report titled “AN ASSESSMENT OF CUSTOMER

SERVICE DEPARTMENT OF NABIL BANK LIMITED” is an original piece of research work

carried out by me under the guidance and supervision of Prof. Anurag Nagar. The information has

been collected from genuine & authentic sources. The work has been submitted in partial

fulfillment of the requirement of Bachelor of Business Administration, Management department,

Shivalik Institute of Professional Studies, Dehradun.

iii
 CERTIFICATE FROM THE INSTITUTE:
This is certified that the project titled
A
PROJECT REPORT ON
AN INTERNSHIP AT CUSOMER SERVICE DEPARTMENT OF NABIL
BANK LIMITED
is a Bonafede work carried out by NIRAJ KUMAR DAS OF BBA Batch 2019-22
and submitted to “SHIVALIK INSTITUTE OF PROFESSIONAL STUDIES,
SHERPUR, DEHRADUN “for partial fulfillment of the award of the degree of
bachelor of business administration by Sri Dev Suman Uttarakhand University.

Signature of Internal Guide Signature of HOD

Date: Date:

Seal of Institute

iv
PREFACE

As per the curricular of Bachelor of Business Administration, Management department, Shivalik

Institute of Professional Studies, an internship program was scheduled to gain practical exposure.

The internship program was completed at NABIL BANK, Parsa Bazzar, Nepal. During the period

of this study, I tried to discover as much as possible about customer services & satisfaction on

Customer Service Department at NABIL BANK. The purpose of this project work was to relate

the theoretical knowledge acquired in our academic period in a real-life situation and gain the

practical knowledge as well as experience. The project also had an intension to help me understand

analysis and present the basic practices in the Nepalese bank. It also helped me to gain an insight

of various players in the banking sector and helped to analysis the industry as a whole.

v
 ACKNOWLEDGEMENT

This internship report has been prepared for the partial fulfilment of the requirement
of Bachelor of Business Administration (BBA) under the Faculty of Management,
Sri Dev Suman Uttarakhand University. I am greatly obliged to thank and express
my deep gratitude to Sri Dev Suman Uttarakhand University for designing such
curriculum which allows student to acquire as well as enhance the knowledge of
internship. I take the opportunity to express my profound and deep regards to my
mentor Mr. Raghu Bir Shah, Ms. Shalu Sing Rajput, Ms. Aditi Lohini and Ms.
Reshma Shah at Nabil Bank Limited for exemplary guidance, mentoring and
constant encouragement throughout the internship period.
I would like to thank Shivalik Institute of Professional Studies for providing me an
opportunity to use the theoretical knowledge in the practical field in course of my
internship program of 5th semester under Sri Dev Suman Uttarakhand University. I
am equally grateful to all of the Nabil Bank Limited who provided the valuable
information during my internship period.
I am heartily thankful to human resource manager for providing me the opportunity
to be an internee in Nabil Bank Limited and gain the practical knowledge of the
Banking area.
Lastly, I would like to extend my heartfelt thanks to all who assisted with their
valuable suggestions and ideas while preparing the report.

Thank You

NIRAJ KUMAR DAS

BBA 5th SEMESTER
TABLE OF CONTENTS
vi
CHAPTER I: INTRODUCTION………………………………………1-19
1.1 Background of Internship
1.1.1 Duration of Internship
1.2 Background of the study
1.3 Objectives of Internship
1.4 Organization’s profile
1.5 Customer Service Department
1.6 Function and Services provided by CSD
1.3.1 Organization’s vision and mission
1.3.2 Major markets and customers
1.3.3 Products and Services
1.3.4 Organization Design and structure
1.3.5 Financial Structure
1.3.6 Organization Performance
CHAPTER II: JOB PROFILE AND ACTIVITIES PERFORMED….20-30
2.1 Activities Performed in the organization
2.2 Problem Solved
2.3 Intern’s Key Observation
CHAPTER III: LESSONS LEARNT AND FEEDBACK………………31-34
3.1 Key Skill and Attitudes Learnt
3.2 Feedback to the organization
3.3 Feedback to the College/University
CHAPTER IV: RESEARCH METHODOLOGY……………………….35-40
4.1 Research Design
4.2 Source of Data
a. Primary sources of Data
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b. Secondary sources of Data
4.3 Sample Design
4.4 Sample Size
4.5 Sample Area
4.6 Questionnaire
4.7 Tools and Technique
4.8 Objectives of the Project work
4.9 Limitations
5. CONCLUSIONS………………………………………………….41-42
6.APPENDIX……………………………………………………….43-49
List of Tables
Table-1 Detail of Assigned Work Responsibilities.
Table-2 Financial Institutions in Nepal.
Table-3 Board of Directors of Nabil Bank Ltd.
Table-4 Management Team of Nabil Bank Ltd.
Table-5 Last five years Net Profit of Nabil Bank.
Table-6 five-year Return on Equity (ROE) and Return on Assets (ROA) of Nabil
Bank Limited.

List of Figures
Figure -1 Product and services of Nabil Bank Limited.
Figure -2 Organizational Structure of Nabil Bank Limited

7.REFERENCE.................................................................................50-50

viii
CHAPTER I: INTRODUCTION

1.1Background of Internship
Bachelor Of Business Administration (BBA) is the semester wise academic program
for management students designed to provide comprehensive and practical
education. BBA Program in Shivalik Institute of Professional Studies is under the
affiliation of Shri Dev Suman Uttarakhand University. It is a fully-fledged learning
program of 6 semester meeting the international standards of 3 years and constituting
general business courses and advanced courses for specific concentrations.

As per the requirement of Shri Dev Suman Uttarakhand University, we were

supposed to undergo internship in any organization for six to eight weeks. Internship
is one of the essential parts required for the completion of BBA Program and allows
the students to imply their theoretical knowledge in the real workplace. It is the form
of applied knowledge that enhances the individual’s ability and confidence level to
compete in the dynamic and global business world. It is also one of the pertinent
ways to grasp the opportunity by being exposure to the internal as well as external
environment of the organization. It is just like a training section in which we get
familiarity with the corporate culture and gain practicability.

One Internship assists in improving the interpersonal and communication skills

required to sustain in the competitive business environment. It enhances fresher's
inner ability or confidence level to compete in this complex age and level of
understanding. It increases the ability of the students to tackle the business problems
to grasp the opportunity and to face threats. Thus, internship is career enhancing
program and is aimed at developing the level of understanding and competence
required to be a professional.
1
Among all the Organizations, I made up my mind to select commercial bank rather
than going for other sector. While choosing the institution for this period, the first
name that came to my mind was the Nabil Bank limited.
For the purpose I submitted the formal letter from college to Nabil bank ltd. So, on
the request of college at Nabil bank ltd, human resource department arranged for my
internship in the Nabil bank Limited, customer service department.

1.1.1 Duration of Internship

According to the Faculty of Management (SIPS) we are required to do the

internship for a standard of duration of one and half months or two months i.e.,
6 to 8 weeks. So, I also worked at NABIL BANK for 8 weeks from September
27th 2021 to November 27th 2021. I worked the entire period in department i.e.,
the Customer Service Department and KYC Department. The following table
illustrates the duration of my internship.

SN DEPARTMENT
KYC CSD

WEEKS 1ST 2ND 3RD 4TH 5TH 6TH 7TH 8TH

2
1.2 Background of the study
1.The history of the Financial Sector especially Modern Banking Industry can
be traced back to 1694 A.D in England; but as far as Nepalese Banking History
is concerned, it is only a third quarter of a century old, with the establishment
of the Nepal Bank limited in 1937 A.D (1994 B.S). Now if we closely analyse
the Financial Sector, we will find that the Financial Sector branches out to two
major sub-sectors: the Banking Sector and the Non-Banking Sector. The
Banking Sector encompasses the central bank i.e.., the NRB and the thirty-two
Commercial Banks; whereas the Non-Banking Sector comprises of
Development Banks, Finance Companies, Co-operatives, micro-finance, and
other financial institutions such as Insurance Companies, Mutual Funds,
Provident Funds, Postal Saving Offices and Nepal Stock Exchange.

2 BBA is a three years of graduate level program offered by the Shivalik

Institute of Professional Studies (SIPS) whose mission is to “develop
socially responsive, creative, and result-oriented management professional
in the rapidly growing business sector in India, Nepal and abroad. To do so,
SIPS provides both theoretical as well as practical knowledge to its
students. Under its Practical knowledge provision, we, the students of BBA,
are required to complete an internship for a period of 6 weeks to 8 weeks
in any organization of our choice. To fulfill this very purpose, I worked in
NABIL BANK LIMITED Parsa Bazzar Branch, Nepal from 27th
September 2021 to 27th November 2021.
3 This report is prepared on the basis of careful study and the work done in
the bank as a careful study and the work done in the bank as an internee
referred by the Sri Dev Suman Uttarakhand University. The report focuses on

3
 functioning of branch and the use of information technology (IT) in the banking system.
The major function of this branch is deposit, withdrawal, account opening, clearance of
cheques, remitting and collecting cash on behalf of its clients, opening bank draft etc.
4 The entire major operational are performed using the software named FINACLE, which
is developed by INFOSYS TECHNOLOGY LIMITED India. Thus, the internship has
proved to be a wonderful and enlightening experience for me. Not only did I get the
golden opportunity to gain practical, on-the-job experience but I also got to utilized my
conceptual knowledge and enhance my managerial skills.

1.3Objectives of Internship

This report is the result of the requirement of BBA program. The main objectives of
the internship project are to sum up eight weeks of internship program into a report.
More specifically the objective of report is:
• To learn the difference between theoretical principle and practical implication.
• To develop appropriate managerial attitude and skill to tackle the real-life
problems arising in the organization.
• To combine analytical, practical and innovative thinking to create value in
communities.
• To Develop work habits and attitudes necessary for job success.
• To build a record of work experience.
• TO acquire employment contacts leading directly to a full-time job following
graduation from college.
• To Develop work habit and attitudes necessary for job success.
• Learn to appreciate work and its function in economy.

4
1.4 Organizations profile
Nabil Bank Limited is the nation’s first private sector bank, established in 1984 AD,
Nabil Bank has carved a cornerstone in the development of the financial services
industry in Nepal. The Bank has always stayed true to its three strong pillars: Service
Excellence, Technology, and Product innovation. This has led to the start of
customer-centric banking culture with the development of innovative services and
products, enriching customers' livelihoods and setting benchmarks in the Domestic
Banking Sector.

Truly a pioneer in the Domestic Banking Sector, Nabil Bank’s mission is to become
the Bank of 1st choice of all its stakeholders - including all strata of customers of
retail, SME, corporate, state-owned enterprises, non-profit entities, multinational
development agencies, along with the Bank’s employees and shareholders. The
Bank strives to be a one-stop solutions provider by offering a complete line of
commercial banking products such as branch banking, treasury, trade, cards,
remittance, and investment banking. The expert team of highly skilled professionals
provides industry-specific guidance and advisory for efficient financial
management, resulting in higher customer profitability.

Nabil Bank operates through its wide network of 135 branch offices, 183 ATMs,
numerous POS terminals, remittance agents spread across the nation. The Bank also
has over 170 international correspondent banking relationships. The Bank operates
its investment banking arm through its subsidiary Nabil Investment Banking Ltd.

5
The Bank understands that its role goes beyond just financial transactions, and
towards the development of society as well. Hence, the Bank is highly active in
creating financial literacy and providing financial access to a large section of the
population across the country as part of its Corporate Social Responsibility.
Extending credit to deprived sectors of the society through micro-lending and
financing priority sectors that include agriculture, renewable energy and tourism are
key areas that define the Bank’s commitment to the country’s development initiative.
Nabil Bank has also established its branch offices in multiple rural locations in the
western and far-western hills with its vision to reach the financially under-privileged
population and increase financial literacy therein.

1.5 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.

The customer service process must be transparent. If an organization can

practice full disclosure in an obvious way in their product information and their

6
contracts, they are on the way to create customer loyalty. If the customer
experiences your organization as one they were never surprised and never
deceived, the organization will create a competitive edge. Good customer
service is all about bringing customers back. And about sending them away
happy – happy enough to pass positive feedback about the business along to
others, who may then try the product or service the bank offer for themselves
and in their turn become repeat customers.

1.6 Function and Services provided by CSD

The Customer Service Department of NABIL Bank, especially Parsa Bazzar Branch,
performs the following activities and provides the following services to its
customers:

Analysis of Regular/Daily Activities

• Account Opening Procedure

Bank Accounts can be opened by both an individual and a Joint A/c) as well
as a corporate firm (institution). Basically, a bank account is a unique
computer-generated customer code that allows customers to deposit and
withdraw fund. The Account Opening Procedure is explained as follows:

1) At first, on the visit of the customer in the bank, the customer is asked

to fill an AOF and Signature Card which contains the personal details
of the customers

7
 NOTE: The customer should submit a copy of his/her citizenship
certificate, two sets of passport size photos and other required
documents according to the deposit type

2) The CSD staff then verifies all the documents, details and signature

and feeds them into the FINACLE along with the specific a/c type,
introducer’s name (if any).
3) The system then automatically generates the Account Number, which

is a 14-digit code where the first 4 digits represent the Branch code.
4) Then the customer is requested to deposit the minimum balance (or

more) of the concerned deposit type in their a/c. and account number
is provided later on.
5) CSD staff will create the customer id of account holders and then

forward to operation manager to verify.

6) Once the customer id is verified, operation manager again returned it

to CSD for form scanning.

7) After form scanning, the CSD staff will prepare the ATM card and

cheque on customer request.

1.3.1 Organization’s vision and mission

Vision statement is to providing the entire gamut of financial services across all
demographic strata and geographic regions of the nation, constantly evolving to
better ourselves, so as to always better serve our stakeholders.

Mission statement is to be the 'Bank of 1st Choice' of all our stakeholders.

8
1.3.2 Major markets and customers
Nabil has a wide range of customers from common people who deposit few thousand
rupees, small and medium scale enterprises to large scale enterprises which maintain
current accounts of million rupees. It has been able to attract a lot of foreigners and
INGOs who maintain dollar accounts. It also has accounts of many foreign
delegations like a BBA ambassador. Due to its reputation as one of the soundest
financial in the country, the numbers of customers are still growing. The guiding
principle is to reach out the bank’s finances to the larger clientele bases no matter
where they come from.

NABIL BANK has different department in order to facilitate different

types of facilities to the various customers.

1) Human Resource Department:

This department performs the function as recruitment, selection, promotions,

transfer, performance appraisal, training and development of employees, etc.

2) Account/ budget department:

This department is responsible for maintaining and preparing whole budget

and account of the bank. It has all the records of banks operational as well as
administrative expenses.

3) Trade Finance Department:

9
This department facilitates trade activities both internal and external. In this
department bank acts as an intermediary between supplier and client. This
department issues LC and guarantee.

4) Cash Department:

This department deals with inflow and outflow of the money. NABIL BANK
collects deposit and facilitates withdrawal via different counters in every
Branches.

5) Legal Department:

This department looks after the legal aspects of the bank. Policies of the bank
are formulated only after the legal aspects provided under NRB. This
department makes sure of all activities and steps followed in serving a
customer are totally legal.

6) IT Department:

This department is responsible for development and maintenance of network

system and information storing.

7) ATM Shell:

The function of this department is to make cards i.e., debit and credit cards and
provide customer pin codes for their cards and others.

10
8) Treasury Department:

This department handles foreign currency, Treasury, Transfer and Clearing, etc.

9) Remittance Department:

The function of this department is to facilitate remittance (both internal and

external).

10) Corporate Credit Department:

This department defines the needed documents for particular loan and the
documentation portion of that is done here.

11) KYC Department:

Know Your Customer is the process of verifying the identity of customer. The
objective of KYC guidelines is to prevent banks from being used, by criminal
elements for money laundering activities.

11
1.3.3 Products and Services

Product and Services

Loans/Advance Remittance Saving Deposits Other

• Personal • Nabil Remit • Gen-N account product/service
Overdraft • Western Union • Shareholders • Debit Card
• Mortage Loan ID Payment savings • Nabil Smart visa
• Share loan • General saving
• Western Union card
• Personal loan
Mobile Money • Premium Nari • Nabil international
• Housing loan
Transfer Bachat Debit
• Auto loan
• Education loan • Western Union- • Sahuliyat Khata • Credit Card
Account • Payroll saving • Nabil Net
Payment • Lok Bachat khata • Nabil Master card
Network • Bal Bachat khata • Travel card
• Remittance • Student savings • Nabil Smart Bank
alliance • Bachat Yojana • Nabil iCard
• Nabil Remit • Share Khata • Nabil installment
• Jestha bachat khata
• Nari bachat
• Current account
• Call Account
• Nabil Gold Saving

Fixed Deposits
• Regular FD
• Smart FD
• Cumulative FD
• Critical Insurance
Coverage
• Safe Deposit Locker

12
Figure -1 Product and services of Nabil Bank Limited

1.3.4 Organization Design and structure

13
 Figure -2 Organizational Structure of Nabil Bank Ltd.

1.3.5 Financial Structure

Balance Sheet of 4th quarter of Nabil Bank ltd. 2020/21

Particulars (Rs. In ‘000) 4th Quarter Particulars (Rs. 4th Quarter

2020/21 In ‘000’) 2020/21
Cash and cash equivalent 5,971,681.00 Due to Bank and 4,502,705.00
Financial
Institutions
Due from Nepal Ristra Bank 8,023,601.00 Due to Nepal 5,450,393.00
Ristra Bank
Placement with Bank and 9,867,858.00 Derivative 13,634,226.00
Financial Institutions financial
instruments
Derivative financial 13,615,333.00 Deposits from 223,414,649.00
instruments customers
Other trading assets 175,502.00 Borrowing 0.00
Loan and advances to 8,601,569.00 Current Tax 0.00
Banks/FIs Liabilities
Loans and advances to 198,107,369.00 Provisions 0.00
customers

14
Investment securities 41,622,337.00 Deferred tax 1,230,913.00
liabilities
Current tax assets 210,905.00 Other liabilities 7,823,202.00
Investment in subsidiaries 0.00 Debt securities 2,100,274.00
issued
Investment in associates 145.28300 Subordinated 0.00
Liabilities
Investment property 8,747.00 Total liabilities 258,156,363.00
Property and equipment 1,703,763.00 Share capital 13,844,451.00
Goodwill and Intangible 66,635.00 Share premium 158,758.00
assets
Deferred tax assets 0.00 Retained earnings 4,489,793.00
Other assets 3,756,494.00 Reserves 15,033,177.00
Total equity 33,526,180.00
Total Assets 291,877,075.00 Total liabilities 291,877,075.00
and equity

15
Income Statement of 4th quarter 2020/21 of Nabil Bank ltd

Particulars (Rs. In ‘000’) 4th Quarter

2020/21
Interest income 16,904,394.00
Interest expense 9,111,634.00
Net interest income 7,792,760.00
Fees and commission income 1,699,358.00
Fees and commission expense 85,393.00
Net fee and commission income 1,613,965.00
Net interest, fee and commission income 9,406,725.00
Net trading income 737,180.00
Other operating income 1,474,417.00
Total operating income 11,618,322.00
Impairment charge/(reversal) for loan and other losses 659,972.00
Net operating income 10,958,350.00
Personnel expense 3,107,366.00
Other operating expense 1,094,694.00
Depreciation & Amortization 144,389.00
Operating Profit 6,611,902.00
Non-operating income 22,405.00
Non-operating expense 6,029.00

16
Profit before income tax 6,628,279.00
Current Tax 2,441,984.00
Deferred Tax -454,355.00
Profit for the period 4,640,650.00
Gains/(losses) from investments in equity instruments 0.00
measured at fair value
Gains/(losses) on revaluation 0.00
Actuarial gains/(losses) on defined benefit plans 0.00
Income tax relating to above items 0.00
Net other comprehensive income that will not be 477,801.00(RS)
reclassified to profit or loss
Gains/(losses) on cash flow hedge 0.00
Exchange gains/(losses) (arising from translating 0.00
financial assets of foreign operation)
Income tax relating to above items 0.00
Net other comprehensive income that are or may be 0.00
reclassified to profit or loss
Other Comprehensive Income for The Period, Net 0.00
Income Tax
Total Comprehensive Income for The Period 5,118,451.00

17
1.3.6 Organization Performance
Nabil Bank has led the Nepalese banking industry since its inception 37 years age.
And, it is likely to continue to leas in the coming years. The financial performance
of the bank in the last five years looks solid. The dividend payout is also relatively
high. The directors of the bank are reputed and banking personalities in Nepal. The
management team of Nabil Bank is reputed and highly efficient. Hence, Nabil Bank
is a financially strong and sound commercial bank of Nepal.

Net Profit of Nabil Bank

Nabil Bank has the highest profit among the private banks of Nepal. In the F.Y.
2018/19, the bank made a net profit of Rs. 3.4 billion. Nabil Bank profit has
increased from Rs 4.29 billion in the F.Y. 2019/20 to Rs 4.66 billion in the
F.Y.2020-21.

YEAR PROFIT (IN RS)

F.Y.2018/19 3.4 BILLION

F.Y.2019/20 4.29 BILLION

18
 F.Y.2020/21 4.66 BILLION

PROFIT

27% 2018/19
38%
2019/20
2020/21
4th Qtr
35%

Return On Equity (ROE) and Return On Assets (ROA) of Nabil Bank

Nabil Bank has a high return on equity and assets. However, the ROE has declined
as high as 27.97 percent in F.Y. 2013/14 to 20.94 percent in F.Y 2017/18. This is
mainly due to sharp rise in shareholders fund by almost 25 percent annually
(compounded) in the last five years period. Whereas, the net profit has grown by
only 12.41 percent during this period. Still, the ROE of 20.94 is relatively good for
the banking sector.
Similarly, Return on Assets (ROA) has not declined as much compared to the ROE.
ROA stands at 2.61 percent in F.Y. 2017/18. This was 2.89 percent in F.Y. 2013/14.
ROA fell to as low as 2.06 percent in F.Y. 2014/15, when the profit declined.

19
CHAPTER II: JOB PROFILE AND ACTIVITIES PERFORMED

2.1 Activities Performed in the organization

Brief lists of different operational activities performed during the internship period
in the customer service department (CSD) under Nabil Bank Ltd.
Department Activities Performed
Customer • Dealing with Customers
Service Department • Handling Phone Calls
• Opening of Accounts
• Closing of Accounts
• Filling KYC
• Updating KYC
• Cheque Book entry and cheque handing
• Debit Card entry and Card Distribution
• Updating the Information
• Filing and Documentation
• Receiving and Sending Documents
• Distribution of Different forms, Vouchers
• Bank Statement and Advice print and
distribution
• Internet Banking entry and handing
• Cheque and ATM Card Destruction
• Safe Deposit locker

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 • Issuance of Loose Cheque or Counter Cheque

Table-1 Detail of Assigned Work Responsibilities

1. Dealing with Customers

When clients enter the bank, it is the duty of CSD to give the genuine information
to the customer. CSD must make sure that a customer should get all the services
provided by the bank efficiently. Since the reputation of a bank depends on CSD
of the bank, a customer should not get any chance to complain.

2. Handling Phone Calls

There are many incoming calls made by the customers and clients for different
reasons which are to be received by the staff of CSD. The call made by customer
is handled by call operator. Then the phone is transferred to respective
department. The call is also made from CSD to customers for various reasons
like information regarding incomplete filled form, lack of documents required,
before cheque and ATM card destruction to the respective customer, etc.

3. Opening Account
The CSD personnel are always inspiring the customers to open new account in
the bank. People are given different schemes for opening account. Nabil bank Ltd
has different types of account with different features that has provided wide
variety of choices to the general customer.

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 • Types of account in Nabil Bank Limited
The types of account in Nabil Bank Limited are saving account, current account
and fixed deposit account which are described below:

I. Saving account
A savings account is an account provided by a bank for individuals to save money
and earn interest on the cash held in the account. At Nabil Bank, Interest rates in
savings accounts is 5.01% (currently) and are subject to change depending on the
market conditions. It issues free cheque book, ATM card and m-banking for the first
year only in Genn Account.

II. Current account

It is the account that is mainly opened by businessmen or organizations. This is the
account with no interest on the deposited amount and in this type of account
customers can withdraw the deposited amount at any time. Nabil Bank issues free
cheque book to customers.

III. Fixed deposit account

The term “fixed deposit” means that the deposit is fixed and is repayable only after
a specific period is over. Money is deposited for a fixed period say six months, one
22
year, five years, etc. A high interest rate is paid on fixed deposits and currently the
interest rate at Nabil Bank for individual FD form 3 months to 1year and above is
9%. and for institutional FD is 8.01%. It can also change according to the
instructions by NEPAL RASTRA BANK.

4. Closing Account
If the customers want, they can close their bank account and terminate all the
transactions with the bank. The account closing process can be completed within
a day. The account holder fills an account closure form which is available in CSD
and hands it over to the supervisor, he verifies the customer detail, signature or
photo. He then signs the form and the signed form is taken from the account
holder. The remaining Cheque leaves and ATM cards are taken back and the form
along with Cheque, ATM card.

5. Filling KYC
‘K.Y.C’, it stands for ‘Know Your Customer’. It basically includes collection and
analysis of basic identity information. Nepal Rastra Bank requires each and every
bank to perform this task. KYC helps to maintain and keep update of customers
details.

6. Cheque book entry and Cheque Distribution

After opening an account, the customer is provided with the cheque book as per
the customer requirement of withdrawing the amount. The new cheque
requisition slip is attached in the cheque book of old customer. It should be teared
up and filled up by customer and handed to CSD. New requisition slip is provided
23
to new customer at the time of account opening. Delivery of cheque book is done
only if the signature of the account holder would match with the record of
signature the bank had. After the signature is tallied, the customer is asked to sign
in the record book for the confirmation. Then, CHBM for cheque book is done
through the Finacle and transferred to superiors for verification.

7. Debit Card entry and Card Distribution

After opening an account, the customer is provided with the ATM card as per the
customer requirement of withdrawing the amount. The ATM cards are handed
over after 15says of account opening. Delivery of ATM card is done only if the
signature of the account holder would match with the record of signature the bank
had. After the signature is tallied, the customer is asked to sign in the record book
for the confirmation. The ATM card is provided to customer after the verification
is done in the system. In case of ATM card is lost, rupees five hundred will be
charged for issuance of new ATM card.

8. Updating the information

The CSD personnel needs to update the records if any change has occurred to the
customer’s previously submitted information. There are various possibilities of
changes which are discussed below:
• Change in address
• Change in signature
• Change in mobile number
The customer fills up any of the above form with their correct details. The
signature is verified and only the change is made in the system.

24
9. Filing and Documentation
Filing and documentation are the very important task that CSD staffs do. There
are different types of file for filing documents. The account holder’s form (thumb
print), signature cards, debit card request form, etc. are filed in their respective
files. Other documents like new pin issuance form, issuance of new debit card,
loose cheque issued file, account activation, account scheme change etc. are filed
in separate files.

10.Receiving and Sending Document

There are various important documents mailed to the bank from different places
through courier service. These documents are received in the CSD desk and every
document are check thoroughly. New cheque, Debit card, re-Pin, net Banking
username and password, are received. The number of documents sent and
received in a particular date are entered in the register.

11.Distribution of different forms and vouchers

In CSD different types of forms and vouchers are available. People come with
different needs. Credit card payment slip, different schools’ vouchers,
Universities vouchers, current account deposit slip, Insurance Board voucher,
Karmachari Sanchaykosh voucher, etc are available. The different forms like
account activation, mobile banking, debit card issuance, issuance of internet
banking, issuance of new pin number of debit card or internet banking, scheme

25
change, bank statement, two entry transaction, multi entry transaction, goods for
payment, reactivation of visa electron, block card request form, loose cheque, etc.

12.Internet banking entry and handing

Customer should fill up internet banking form and sign on terms and conditions
of internet banking provided by Nabil Bank Limited. After 1 week the customer
would be provided with an internet banking customers id and a set of secret
passwords by the Bank in the first instance and the customer is requires to change
such password. As customer comes to collect internet banking id and password.
He She is asked to sign an acknowledgement receipt to verify the signature. In
the internet banking file account number, account name is written. The customer
is asked to sign at register as well.

13.Cheque and ATM Card Destruction

Customer are meant to collect Cheque book and ATM Card in time. But due to
the carelessness of customer, bank has to destroy the cheque book and ATM card.
Cheque books are destroyed after the maturity of three months and ATM card are
destroyed after the maturity of 6month along with. Before destruction, once bank
inform to those who have not collected their cheque and ATM card and ask to
collect by due date. Memorandum of Cheque book and ATM Card that exceeds
maturity is created and are destroyed in the system (i.e., Finacle) accordingly.

14.Safe Deposit Locker

The deposit locker ensures the safety and security of valuables of customers.
There are 3 types of lockers depending on the size. An annual charge has to be
paid in advance to use the locker service. The locker charge ranges from Rs. 4500
26
 per annum and with security deposits charges Rs.15000. When customer want to
visit their respective locker, a locker visiting form is provided to fill up with
signature in register and then visitor is permitted to visit locker for ten minutes.

15.Issuance of Loose Cheque or Counter Cheque

A counter cheque is a cheque with blank spaces for the account information. Bank
give these out to customers who have not yet received pre-printed checks. They
may also give them to customers who have no other means of withdrawing cash
from their accounts. For issuance of such cheque, following process requires:
• A form for loose cheque should be filled up and submitted to CSD
attaching Citizenship/Passport/License photocopy.
• After verification of signature, a counter cheque is issued and entry of
cheque number is done in the system.
• Then, issuance of counter cheque is registered in the register that includes
account holder name, account number, cheque number, date, charge of Rs.
250/- and signature of account holder.

2.2 Problem Solved

I encountered following problems with their respective solution during my intern

period in Nabil Bank Limited;
• Helped to sort out uncollected cheques and ATM card for destruction.
• Informing the customer who very often ask about their ATM Card arrival
and asking them to come for the ATM card collection.

27
 • Customers finding difficulties to fill the form are helped by interns and
CSD staffs.
• If anyone comes with request for bank statement and advice of others,
they are asked to come with signature of concerned account holder on
Bank Statement Requisition Slip.
• The internee assisted in distribution of different forms and vouchers.
• Customers finding difficult to change the pin number of debit card are
helped by internee.

2.3 Intern’s Key Observation

Working Environment
The working environment of Nabil Bank is very friendly. First day as an intern, I
was quite worried how to introduce myself, get connected with them and learn the
most from them. I was quite surprised to see that they had a culture and series of
methods to make an intern feel easy on the first day at work. On the first day I was
introduced to all the staffs at my department by the general and administration head
Mr. Raghubir sah. He showed me my chair and introduced me to the CSD staffs that
I should work with. We had a short first-time conversation and I was taught what to
do next. The staffs of Nabil Bank make me feel free to ask about the work and
moreover they also provide information if it is required.

Teamwork
Teamwork is must in the banking job. There is no job which can be done alone. The
teamwork at Nabil Bank was great. Everyone was expert at their tasks. There used
to be two-way communications on every task. If somebody needs assistance, they
28
would ask for it properly. Together there was a synergetic effect on the organization.
The job used to be slower when one of the employees would be absent.
Organization Culture
Nabil Bank Limited Organizational culture is impressive and maintained. Nabil
Bank workers are results oriented. Similarly, Nabil Bank employees cares about
each other thus, is a great place to learn and grow. Nabil Bank has various rules and
regulations which are followed by their employees or staffs such as uniform,
punctuality, attendance etc.

Accuracy at work
At banks, each and every job has to be precise. There are no rooms for mistakes and
one has to be responsible for mistakes they make. For examples: cheque leaf
assigned for one customer should not reach to other customer; there should not be
mistake on entry of names, account numbers; the documents on file should be
maintained in precise order otherwise tracking them later would be difficult.

Overdependence on interns
One bitter truth I observed as an intern was that intern has to do a lot of work and
the office management had to depend on intern to get the job done timely. Even the
absence of a single employee or an intern would increase the load on other
employees and much had to be kept pending. The management would accept as
much interns as there were chairs and spaces since they think having more interns
would make them more efficient.

Co-operation by Co-worker

29
The co-workers at NBL are really very cooperative. When I was working that
organization then I had felt very much comfortable to work with them. I observed a
good line of communication open with coworkers on the other hand the staffs of
Nabil Bank behave in a polite respectful manner regardless of what else is
happening.

Behavior of Supervisor
Supervisor is a person in the first-line management who monitors and regulates
employees in their performance of assigned or delegated tasks. At Nabil bank, Nitin
Nandwana (Manager) and Raghubir Kumar Sah supervise the employees. However,
the respective department in-charge plays the immediate supervisor of me. As the
behavior is concerned, section officer was politely whereas the manager behaves as
a teacher/guardian to me also. Similarly, the CSD staff behave in a friendly way with
me at Nabil Bank

Working Process and Technology

Nabil bank has all the latest technologies and modern working process for
functioning. Nabil bank use Finacle for the banking purpose. During internship, the
work process of technology is most important equipment in banking as well as in all
sectors. The bank has computers, scanner, printing each department, cheque
printing, statement printing in CSD, CCTV camera to supervise, cash counting
machines, telephone in each department, ECC scanner, internet, photocopy
machines for the effective work processing.

Other observations

30
Some other things that I observed were that, there is a culture of having lunch
together inside the office during Teej, Tihar and holi and others festivals. Having
lunch together makes everyone happy and is only the occasion when everyone in the
building gets to meet everyone.
CHAPTER III: LESSONS LEARNT AND FEEDBACK

3.1 Key Skill and Attitudes Learnt

During my eight weeks as internee in Nabil Bank Limited. I expanded my
knowledge to a new level. This internship had added a new dimension to my level
of knowledge and skill. A student has only theoretical knowledge before the
internship. Internship fulfills the knowledge gap of the student. During my internship
period, I learnt many things from the Nabil Bank Limited. Major lessons learnt by
me during the internship period are as follows:
• Learnt that real working environment and practical exposures are quite
different from the theoretical knowledge that we have learned in the
classroom.
• Learnt that cooperation, coordination and interconnection between the
different departments for smooth functioning.
• Communication and interpersonal skills also enhanced.
• Customers are king of the organization. Institution cannot survive ignoring
the customers.
• Learnt about the corporate working environment and the importance of the
time management and the need of communication skills.
• Communicating effectively with people as well as with the customers which
greatly enhanced my interpersonal skills,

31
 • Learnt about the working responsibility, work pressure and also how to cope
with work pressure was one of the important attitudes developed while
working in the bank.
• I understood the fact that in the banking industries one should always behave
according to the customer’s expectations in order to provide quality service.
• Got the chance to be familiar with different technologies used in the bank and
to know about new terminologies used in banking sector.
• I have learnt at socializing, dealing with seniors, making the working
environment comfortable and friendlier are important aspects in the
workplace.
• The simple process of marketing and also learnt how to deal with people in
order to persuade them to purchase our products/services.
• I have learnt the DOs and DON’Ts at the workplace.
• Being a partial employee, punctuality was one of the attitudes developed
while working in the bank.
• I understood that readiness to work and “never say no” types of attitudes are
crucial for the success in the workplace.

3.2 Feedback to the organization

Some Suggestions to Nabil Bank Limited are as mentioned below:
• Nabil Bank should increase the marketing activities and promotion of services
offered by the bank.
• Nabil should provide better remuneration and other beneficial facilities to
employees because it has high employee turnover.

32
 • It should hire experienced and creative employee that can save training costs
because it increases recruitment and training costs.
• Customer satisfaction is the most important thing in any organization. But it
was seen that some of the customers of the bank were not satisfied by the time
taken to render service. Thus, taking this into consideration Nabil should focus
more on providing quick and satisfactory services to the customers.
• It was also seen that the customers had to wait for a longer period of time in
the cash counters due to limited counters with which the customers were
dissatisfied. Therefore, Nabil should also try to increase the number of cash
counters to minimize the waiting time of the customers.
• Customers queries and complains should be handled properly and patiently as
some of them were responded with inadequate information.

3.3 Feedback to the College/University

This internship program as per the requirement of BBA curriculum. It helped me to
understand the challenges and prospect of an organization and develop a dynamic
and attractive personality. In this competitive world we can learn only by seeing
others working and understanding the environment. Internship gave us the best
platform to know real workplace before taking a step toward the future. Internship
in Nabil Bank Limited provided me a good exposure to learn and adopt the working
environment. There are lots of things to learn from the organization. Learning
process is a never-ending process. Working with the highly professional was
challenging as well as good exposure to business environment. By working in the
organization, we get to know about its operations, difficulty and know ways to tackle
the problem. We can boost our confidence level and build organizational skills.

33
Apart from that, the college did a great job informing and guiding us about the
internship. The teachers were well aware of the pressure on us due to the internship;
the assignment submission dates were timed perfectly. Our internship supervisor did
a great job arranging a virtual meeting and discussed about our internship and what
is to be done next. The internship report format was distributed at right time. All the
necessary processes were timed perfectly to keep us at ease and not panic about it.
Most importantly, the college did a great job even the nation was at difficult situation
due to COVID-19.

34
CHAPTER. IV

RESEARCH METHODOLOGY
Research methodology is a systematic investigation on a particular subject matter. It
is a study of material and source in order to establish facts and reach a new
conclusion. It is concerned with the various methods and techniques used in the
process of research studies. The methodology followed includes the specification for
research design, sample design, sample size, and questionnaire design along with
data collection, data interpretation and presentation through Likert Scale (5-point
scale) and cross tabulation.

4.1 Research Design

A research design is the arrangement conditions, for the collection and analysis
of data in a manner that aims to combined relevance to the research purpose
with economy in procedures.

In this study, Exploratory research will be conduct to find out & understanding
of the overall banking of NABIL BANK Ltd. and also to determine some of
the attributes of service quality in this bank.

35
4.2 Source of Data

Data for this report were gathered from both primary & secondary sources of
information collected through the period of internship.

a. Primary Sources of Data

Primary data was collected through direct interface with the walk-in-
customers through structured questionnaire with 50 customers of the bank.

b. Secondary Sources of Data

The secondary data was collected from bank’s circulars, magazines, bulletin,
journals, annual reports of NABIL BANK, newspapers, books, different
websites of bank and NRB.

4.3Sample Design

A sample design is the framework that serves as the basis for the selection of
a survey sample and affects many other important aspects of a survey as well.

This study aims on customer service department of the NABIL BANK LTD.
So, this study is based on simple random sampling.

36
4.4 Sample Size

Sample size determination is the act of choosing the number of observations

or replicates to include in a statistical sample. In this research phase, I selected
a group of 50 people.

4.5 Sample Area

The sample area chosen for the research is the location of the PARSA
BAZZAR branch of NABIL BANK LIMITED.

4.6 Questionnaire

Questionnaire was designed from a group discussion with branch manager and
assistant branch manager so as to reveal maximum information. The questionnaire
consists of 10 questions. Each question are related with the influential factors of
customer satisfaction along with the personal question relating to age, gender, and
marital status. The point scale used is ‘strongly agree’, ‘agree’, ‘neutral’, ‘disagree’
and ‘strongly disagree’.

Customers Satisfactions Survey

Dear Respondents,
I am the students of SHIVALIK INSTITUTE OF PROFESSIONAL STUDIES, department
of management. I would like to conduct a survey to measure level of customer
satisfactions. For this I would like to respect you to fill the questionnaire, and I assure
you that the information collected will be kept confidential and used only for the
statical analysis.
All the information provided by you will help in carrying out the survey effectively.

37
 Thank you
Personal Details
1. Age:
18-23 24-29 30-35 36 and above

2. Gender:
Male
Female
3. Marital Status:
Single
Married
4. Qualification:
10th PASS 12TH PASS Undergraduate Graduate Postgraduate

Please ( ) tick the appropriate.

A B C D E
Strongly Agree Neutral Disagree Strongly
Agree disagree

S.No. Questions A B C D E

1. Are you satisfied with bank staff services?

2. Are you satisfied with ATM services?

3. Are you satisfied with online banking services?

4. Are you satisfied with the time taken by staff for your
services?

38
5. Are you satisfied with bank timing?

6. Are you satisfied with banking deliverable?

7. Are you satisfied with our Remittance service?

8. Are you satisfied with deposit and withdrawal service?

9. Are you satisfied with Credit services?

10. Are you satisfied with Nabil Bank?

4.7 Tools & Technique

Data analysis tools means which tools the research used for present and
analyzed the data. The main tools of analysis are mathematical and statistical
tools of MS Excel and MS Word. In this report statistical tools i.e.; Pie-Chart
is used to calculate for analysis the data.

4.8 Objectives of The Project Work

The primary objective of this internship is to gain valuable insights into the
business sector, more specifically the banking industry in addition to this
another major purpose is also to relate the theoretical knowledge with the
practical experience and to enable us to be more prolific in acquiring the real-
life techniques of achieving results through both individual effort and team

39
building along with the knowledge gained from the academic environment.
The other specific objectives of the study are:

• To identify the banking procedure carried out in branch.

• To examine different product and services offered by NABIL
BANK.
• To assess the various activities done under the “Customer Service
Department”.
• To ascertain satisfaction of the customers from CSD of the bank.
• To gain knowledge and skills necessary to be an effective manager
as well as a leader in an organization.

4.9 Limitations
The chief limitations that I faced during the internship and during the
preparation of this report are listed as:
❖ The major constraint was the Time constraint. So learning and knowing
all the banking procedure within the internship period i.e., one and half
month is almost impossible.
❖ Limited access to and the use of the Banking Software, as I was an
intern which prevented me from learning more about the actual
transactions and entries in the system.
❖ Limited knowledge on my part which created hindrance to understand
the jargons and technical procedures of the banking world.
❖ This report only visualizes the activities CSD of the Parsa Bazzar
Branch and not of the entire organization as a whole.
❖ The study is not applicable to other organizations of similar nature and
❖ Finally, the data collected may not be so accurate as information was collected
from the limited personnel and the customer of NABIL BANK LIMITED
Parsa Bazaar, Branch.

40
 5. CONCLUSIONS

From the above analysis it is seemed that NABIL BANK LIMITED is one of
Leading commercial bank of Nepal that is dedicated in serving their valued
customers with excellence. During this internship period of 8 weeks, Intern
had learnt a lot about the banking activities and banking operation in the
Nepalese market, about in particular. This report has made intern know about
the various kinds of the customer services that has been offering. The
internship has been fruitful in many ways to intern.

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.

41
It was the great experience working as an intern in NABIL BANK LIMITED.
The operational environment was benevolent. There was good
communication, healthy competition and healthy relationship in between the
personnel of NABIL BANK LIMITED. Each and every staff of were totally
professional but still there was a family environment making overall internal
working environment delightful to work with. Working at 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.

During my internship what I also analyzed is that the bank is good in providing
a good customer service. Customers always seek quality service at their
convenience. Customers have preferred mainly due to its brand image, branch
facilities and service quality. They expect this bank to rise even more to
become the leading bank in service quality. Mostly the customers of are
satisfied with what they are receiving but there are also some issues regarding
interest rate on deposits and also other factors or room for improvement for the
bank in order to excel even more and be a top banking industry in years to
come. 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.

42
6.APPENDIX

APPENDIX 1: Financial Institution of Nepal

Table-1.3
Financial Institutions in Nepal

S.N. FINANCIAL INSTITUTIONS NUMBERS

1 Commercial Banks 27

2 Development Banks 19

3 Finance Companies 20

43
4 Microfinance Institutions 76

5 Infrastructure Development Bank 1

APPENDIX 2: Board of Directors of Nabil Bank Ltd.

Table-1.3
Board of Directors of Nabil Bank Ltd.

S.N. Board Members Post

1 Shambhu Prasad Poudyal Chairman

2 Nirvana Kumar Chaudhary Director

3 Pratap Kumar Pathak Director

44
4 Virender Paul Dani Director

5 Dayaram Gopal Agrawal Director

6 Upendra Prasad Poudyal Director

7 Malay Mukherjee Director

APPENDIX 3: Management Team of Nabil Bank Ltd.

Table-1.3.6
Management Team of Nabil Bank Ltd

S.N. Management Team Post

1 Mr. Anil Keshary Shah Chief Executive Officer

2 Mr. Ramesh Prasad Lohani Chief Operating Officer

3 Mr. Namita Dixit Chief Risk Officer

45
 4 Mr.Gyaneshwar Acharya Chief Corporate Officer

5 Mr. Anil Kumar Khanal Chief Business Officer

6 Ms. Anjuli Shrestha Chief Finance Officer

7 Mr. Binay Kumar Regmi Chief Marketing Officer

8 Mr. Mohan Subba Head-Treasury

9 Mr. Yagya Prasad Sharma Head- SME, MF and Mid-Corporate

10 Mr. Saroj Pyakurel Head – Consumer Lending

APPENDIX 4: Net Profit of Nabil Bank Ltd.

Table-1.3.6
Last five years Net Profit of Nabil Bank

Fiscal Year Net Profit (Rs. Billion)

46
2016/17 2.82

2017/18 3.7

2018/19 3.4

2019/20 4.29

2020/21 3.66

47
4.5
4
3.5
3
2016/17
2.5 2017/18
2 2018/19
2019/20
1.5
2020/21
1
0.5
0
Net Profit (Rs. Billion)

48
APPENDIX 5: Return on Equity (ROE) and Return on Assets (ROA) of Nabil
Bank

Table-1.3.6

Last five-year Return on Equity (ROE) and Return On Assets (ROA) of Nabil Bank

Return On Equity (ROE%) Return On Assets (ROA%)

2013/14 27.97 2.89

2014/15 22.73 2.06

2015/16 25.61 2.32

2016/17 22.41 2.69

2017/18 20.94 2.61

49
30

25

20
2013/14
15 2014/15
2015/16
10 2016/17
2017/18
5

0
Return On Equity Return On Assets
(ROE%) (ROA%)

50
REFERENCES

Nabil Bank Limited. (2021). About vision-mission-values. Retrieved From

https://www.nabilbank.com/individual/company-individual/mission-vision-
individual

Nabil Bank Limited. (2019). Financial Analysis. Retrieved June 26, 2019 From
https://www.investopaper.com/news/financial-analysis-of-nabil-bank/

Nabil Bank Limited. (2021). Quarterly Report. Retrieved September 12, 2021 From
https://www.sharesansar.com/company/NABIL

Nepal Rastriya Bank

https://www.nrb.org.np/

Nepali Paisa Official Web sites (for annual reports)

https://www.nepalipaisa.com/Modules/DocumentDownload/uploads/Nabil_bank_
Annual_Report_2019_20_watermark_6_4_2021_8_20_49_AM.pdf
https://www.investopaper.com/news/financial-analysis-of-nabil-bank/

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