STUDENT DECLARATION

I hereby declare that the internship Report entitled "AN INTERNSHIP REPORT ON
CUSTOMER SERVICE DEPARTMENT OF MUKTINATH BIKAS BANK
LIMITED, HEMJA BRANCH" Submitted to Prithivi Narayan Campus, Faculty of
Management, Tribhuwan University is my original work done in the form of partial
fulfillment of the requirement of Bachelor in Business Administration (BBA) under the
supervision of Lecturer Resham Raj Sharma.

Date: September 15 __________________

Joshana K.C.

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 RECOMMENDATION

This is to certify that the internship report

Submitted by

Joshana K.C

Entitled

AN INTERNSHIP REPORT ON

CUSTOMER SERVICE DEPARTMENT OF

MUKTINATH BIKAS BANK

has been prepared as approved by this Department.

This internship report is forwarded for examination.

(Resham Raj Sharma) (Dhurba) Internship Report

Supervisor Former Program Coordinator BBA Program

Prithivi Narayan Campus

ii
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 ACKNOWLEDGEMENT

Apart from the efforts, the completion of this report largely depends on lots of people from
different sectors. Their little contribution turned into the big help for the integration of my
fieldwork report so I could not forget them at all. It is the matter of a great pleasure for me
to acknowledge all the people who help me the completion of the project.

First and foremost I offer my deepest gratitude to the staffs of Muktinath Bikas Bank
Limited for their help for providing the opportunity to intern, providing me very good
environment to deal and providing me necessary information. Their friendly cooperation
with me really enables me to get necessary information. I could not have stood in the field
work without their acceptance and kind support.

I am indebted to my respect to sir Mr. Resham Raj Sharma, for his guidance and support
during this project report and his timely valuable direction. So my heavy thanks goes to
him as well.

I would like to thank PNC, Tribhuvan University as well for providing such an essential
and crucial requirement that is really helpful for implying the theoretical knowledge into
the practical experience. And last but not the least I would like to thank to all my friends
and colleagues who helped me in preparing this report.

Date: September, 2017

Joshana K.C.

PNC,Pokhara

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 TABLE OF CONTENTS
Student Declaration i
Recommendation ii
Internship completion certificate iii
Acknowledgment iv
Table of Content v
List of Tables vi
List of Figure vii
List of Abbreviations viii
CHAPTER I: INTRODUCTION 1-5
1.1 Background of the Study 1
1.2 Objectives of the Study 2
1.3 Methodology of the study 2
1.4 Significance of the study 4
1.5 Limitation of the study 4
1.6 Organization of the Study 5
CHAPTER II: INTRODUCTION OF INDUSTRY 5-12
2.1 Introduction of Banking Industry 6
2.2 Origin of Banking Industry 7
2.3 History of banking industry 8
2.4 Development of banking industry in Nepal 9
2.5 Development Bank 11
CHAPTER III: BRIEF INTRODUCTION OF THE ORGANIZATION 13-28
3.1 Background of organization 13
3.2 Core Philosophy of Bank 14
3.3 Objectives of the bank 14
3.4 Products/Services of MuktinathBikas Bank Limited 16
3.5 Organizational Structure 23
3.6 Various department and their functions 24
CHAPTER IV: ANALYSIS OF ACTIVITIES DONE/ PROBLEM SOLVED 29-33
4.1 Introduction of CSD 29
4.2 Objectives of CSD 29
4.3 Activities carried out in the CSD 29
CHAPTER V: CONCLUSIONS AND LESSON LEARNT 34-35
5.1 Conclusion 34
5.2 Lessons Learnt 35
BIBLIOGRAPHY
APPENDIX

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 LIST OF TABLE

Table Title Page

3.1 Fixed deposit interest rate on various schemes 20

3.2 Interest rate on various schemes of loan 23

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 LIST OF FIGURES

Figure Title Page

3.1 Organization structure of Muktinath Bikas Bank Ltd. 24

3.2 Functions of credit department 25
3.3 Function of teller department 26
3.4 Functions of CSD 28

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 LIST OF ABBREVIATIONS

ATM Automated Teller Machine

BM Branch Manager

CSD Customer Service Department

DSA Direct Selling Agent

HMG His Majesty Government

NBL Nepal Bank Limited

NRB Nepal Rastra Bank

SMS Short Message Service

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 BIBLIOGRAPHY
Crowther, Geoffrey. (1941).An Outline of Money

https://en.wikipedia.org/wiki/history_of_banking_in_Nepal

https://en.wikipedia.org/wiki/history_of_banking

Manandar, K.D & Pokhrel, S.B, (2012).Marketing Financial Services. Kathmandu:

Buddha Publication.

Muktinath Bikas Bank. Interest rate: Muktinath Bikas Bank Ltd, Web site:
http://www.muktinathbikasbank.com.np

Muktinath Bikas Bank. Loan & Advances: Muktinath Bikas Bank Ltd,Web site:
http://www.muktinathbikasbank.com.np

Smith, C.B. (1981), A Guide to Business Research

Thapa, K & Nepuane, D.K., (2010).Banking & Insurance, Kathmandu: Asmita

Publication.

Thapa, Kiran, (2069). Financial Institutions & Markets, Kathmandu: Asmita Publication

Tiwari, Saroj, (2009). Evolution of Banking Sector in Nepal. Retrieved August 23, 2016,
from http://sarojtiwari.blogspot.com/2009/09/evolution-of-bankingsector-in-
nepal

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 APPENDIX
Annex-1

Board of Directors of MNBBL

Name Designation

Min Prasad Gurung Chairman

Khim Prakash Malla Director

Narayan Kumar Shrestha Director

Narayan Prasad Poudel Director

Gajendra Man Shrestha Director

Chudamani Kandel Director

Annex-2

Management Team of MNBBL

Name Designation

Bharat Raj Dhakal CEO

Pradyuman Pokheral DCEO

Til Bahadur Gurung Chief Operational Officer(ACEO)

Govinda Bahadur Raut Micro finance- Chief

Prem Thapa Credit Department Head

Dhanda Pani Dhakal Company Secretary

Baburam Dhakal Regional Chief Pokhara

Prakash Aryal ABC&G Department Head

Bishwo Raj Ghimire HR Department Head

Lekhnath Gautam Internal Audit Department Head

Birendra Raj Bhat Account Department Head

Sarbesh Shrestha IT Department Head

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Annex-3

List of Branches
S.N. Branches S.N Branches

1. Main Branch 23. Syangja Branch

2. Wailing Branch 24. Galyang Branch

3. Gagangaunda Branch 25. Bayaghari Branch

4. Damauli Branch 26. Baidam Branch

5. Bhimad Branch 27. Dumre Branch

6. Harichowk Branch 28. Dulegaunda Branch

7. Nayalpul Branch 29. Narayanghar Branch

8. Baglung Branch 30. Butwal Branch

9. Chapakot Branch 31. Bhairawa Branch

10. Chipledhunga Branch 32. Karkineta Branch

11. Chhorepatan Branch 33. Hemja Branch

12. Budhibazar Branch 34. Palpa Branch

13. Kahunkhola Branch 35. DhadingBesi Branch

14. Galchhi Branch 36. Arughat Branch

15. Maharajgunj Branch 37. Gopigung Branch

16. Haraiya Branch 38. Sarai Branch

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17. Adamghat Branch 39. Parbatipur Branch

18. Girubari Branch 40. Kholesimal Branch

19. Dharke branch 41. Benighat Branch

20. Siddhicharan Branch 42. Rampur Branch

21. Birgunj Branch 43. Bhumahi Branch

22. Sitapaila Branch 44. Hetauda Branch

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 AN INTERNSHIP REPORT ON

CUSTOMER SERVICE DEPARTMENT

OF MUKTINATH BIKAS BANK, HEMJA BRANCH

Submitted by:

Joshana K.C

Exam Roll No: 11587/13

T.U. Registration No:7-2-0048-2017-2013

An Internship Report

Submitted to:

Prithivi Narayan Campus

Faculty of Management

Tribhuwan University

In Partial Fulfillment of the requirements for the degree of

Bachelor of Business Administration (BBA)

Bagar, Pokhara

September 2017
xiii