1.

INTRODUCTION
1.1 Overview of the Organization
The main objective of providing institutional credit for enhancing the production and
productivity of the agricultural sector in the country, the Agricultural Development Bank,
Nepal was established in 1968 under the ADBN Act 1967, as successor to the co-operative
Bank. The Land Reform Savings Corporation was merged with ADBN in
1973.Subsequent amendments to the Act empowered the bank to extend credit to small
farmer sunder group liability and expand the scope of financing to promote cottage industries.
The amendments also permitted the bank to engage in commercial banking activities for the
mobilization of domestic resources.

Agricultural Development Bank Limited (ADBL) is an autonomous organization largely

owned by Government of Nepal. The bank has been working as a premier rural credit
institution since the last three decades, contributing a more than 67 percent of institutional
credit supply in the country. Hence, rural finance is the principal operational area
of ADBL. Furthermore, the bank has also been involved in commercial banking operations
since 1984.

The enactment of Bank and Financial Institution Act (BAFIA) abolished all Acts related to
financial institutions including the ADBN Act, 1967. In line with the BAFIA, ADBL has
been incorporated as a public limited company on July 14, 2005. Thus, ADBL operates as a
"A" category financial Institution under the legal framework of BAFIA and the Company
Act, 2053.

Having glorious history of more than 53 years, the bank is one of the leading commercial
banks of the country. With its investment in agriculture, industry, trade, commerce and
households, the bank has above 1.2 million happily satisfied customers.

Mission & Vision

ADBL has the following vision, mission, and corporate conducts :

Mission

 To deliver comprehensive banking solution strengthening its extensive network.

Vision

 To be a Mass-based Complete Bank serving from Urban to Rural.

 Our vision is to become the best bank based on operational excellence and superior
financial performance.

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Aims

it is spread all over the 7 provinces & 77 districts of the nation with its 278 offices.
While providing comprehensive services with complete banking solution, the bank has
main motto of promoting rural agriculture, productive and deprived sectors. The bank is
committed to provide best banking services through its widespread network and help the
government from its part, to achieve the aim of: "Prosperous Nepal, Happy Nepali".

Corporate Conducts
In achieving its corporate objective in pursuit of its corporate mission and vision, ADBL will:

 comply with all relevant legislation, codes of conduct and standards of good corporate
citizenship in Nepal while maintaining full autonomy in the management of
its operations.
 conduct its operations in an open and transparent manner.
 put local resources to work for local development, serving the rural community and
its aspirations.
 be vigorous in building reputation for professionalism, competitive pricing,
reliability and quality of service and innovation.
 operate in accordance with best banking practice, acting with financial
prudence and keeping in mind the need to balance profitability with
asset preservation and liquidity and to safeguard depositor's funds.
 work together with its employees to develop their capabilities to contribute to
achievement of the bank's objectives, promoting excellence, rewarding
achievement and providing them the opportunity to share in the bank's success.
 develop mutually acceptable relationship with government in the pursuit of
improvement in living standards in rural areas, while respecting best financial
practices.

1.2. Brief History

Meaning of Bank

Bank is a financial institution which deals with the monetary transactions. The major function
of the bank is to accept deposits and providing loans. The bank attract deposits from various
investors by providing certain rate of interest, and investing the accumulated funds as loans to
others who are in need of fund by charging slightly higher rate of interest than they provide to
the depositors.

According to Walter Leaf, “Bank is that institution or individual who is always ready to
serve money on deposit to be returned against the check of their deposits (savers).”

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History of Banking
The concept of banking is not a modern concept. This concept had started to evolve in
the brilliant human mind immediately after the humans were able to realize and develop
money. Though money had made the human life much easier than before but ancient humans
started to realize the complexities that evolution of money had created in their life. So, in
order to overcome these complexities and the difficulties that were attached with the benefit
of money the concept of banking emerged in the human mind. Earlier the moneylenders and
the landlords perform the banking activities as the informal banks but later the activities of
these people are formalized and the concept of the bank as an institution had emerged.
Development of banking industry in Nepal
The history of banking in Nepal may be described as a component of gradual and ordinary
evolution in the financial and economic sphere in the Nepalese life. Even now the financial
system is still in the evolutionary phase. The establishment of “Kauai Toshi Khana” as a
banking agency during the time of King Prithvi Narayan Shah and “Tejarath Adda” can be
regarded as the initial steps in the direction of start of banking development in Nepal. In the
context of Nepal, the development of banks can be summarized in three phases:

Phase I: The establishment of ‘Tejrath Adda’ during the Tenure of Prime Minister Ranoddip
Singh in 1933 B.S. (1876A.D) was the first step towards the institutional development of
banking in Nepal. It was fully subscribed by the government in Kathmandu. Tejrath provided
credit loans to the general public at 5% interest rate on securities i.e. gold, silver and other
ornaments. Its objective was to provide credit or loans to the general public but it failed to
accept deposits from them.
Phase II: The modern banking in Nepal was started with the establishment of Nepal Bank
Ltd. In 1994 B.S., having felt the need of development of banking sector and to help the
government formulate monetary policies, Nepal Rastra Bank was set up in 2013 B. S. as the
central bank of Nepal. In B.S. 2022, Government set up Rastriya Banijya Bank as a fully
government owned commercial bank. The Agricultural Development Bank was established
B.S. 2024. This bank was established with the objective of increasing the life standard of the
people who are involved in agriculture.
Phase III: To operate all commercial banks uniformly under single act, “Commercial Bank
Act 2031” was enacted. To operate all commercial banks uniformly under single act,
"Commercial Bank Act 1975A.D. " was enacted .According to the Nepal Commercial Bank
Act 1974 A.D. "commercial banks are banks that deal with money exchange ,accepting
deposits, advancing loans and other commercial transactions except some special
functions done by specified cooperative, agriculture and industrial banks". In 1985
A.D. Nepal Government established five rural development banks under the control and
supervision of Nepal Rastra Bank. The establishment of these banks helped in spreading the
banking services to both urban and rural areas but banking services to the customers'
satisfaction was still far.

1.3. Nature of the organization

The bank has been working as a premier rural credit institution since the last three decades,
contributing a more than 67 percent of institutional credit supply in the country. Hence, rural
finance is the principal operational area of ADBL. Besides, it has also been executing Small
Farmer Development Program (SFDP), the major poverty alleviation program launched in the

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country. Furthermore, the bank has also been involved in commercial banking operations
since 1984.
Thus, ADBL operates as an "A" category financial Institution under the legal framework of
BAFIA and the Company Act. The bank has a 51% share of the Government of Nepal and
49% of the general public. Most of its shareholders are customers and employees .Its
headquarter is in RamshahPath, Kathmandu.
1.4. Business Volume
The business volume is shown in the table below: In Rs.

ITEM 2076/077 2077/78

Total assets 187,410,207,866 215,593,539,192

Total liabilities 122,028,326,609 138,442,250,932

Net profit 1,295,212,589 1,520,874,849

Number of branches 510 540

NO. of customer 29,57,000 + 30,68,000 +

Total loan 99,397,724,496 135,397,724,796

1. 5. Nature and number of employees

ADBL operated with a goal of becoming the best operational excellence and superior
financial performance. According to its goal it has its nature, all the members of ADBL work
in a problem solving way. They are very much honest to their. If
any problems arise then employees solve them themselves. Only critical problems are solved
by the branch manager. This means that the critical problems which are not solved by the
staff members are solved by the branch manager only. One of the staff manages all types of
form in the proper manner. As works are distributed according to their level so they do not
interference one another work. All the members perform their work fruitfully, cooperatively
and in friendly manner. This kind of behavior makes the clients feel full satisfied.

There are 14 employees ( 10 staffs, 1 Cook and 3 guards) in this organization. Their posts are
given below:

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 Employee name and their post
NAME POST
1.Amod lal Karn Branch Manager
2.Nabin Rajak Officer
3. Chiran Sah Supervisor
4. Dipak Sah Junior officer
5.Suresh Raut J.A.
6.Rakesh Sah J.A.
7.Shyam Sundar Sah J.A.T.
8. Urmila Yadav Credit Depart. Head
9. Rajesh Sah Assistant
10. Sudha Thakur J.A.T.
11. Abhisekh Singh Guard
12. Binod singh Guard
13. Ram sah Guard
14. Usha Paswan Cook

Table NO. 1.5 Employees name and their post

1.6 Product and Services

The bank offers various products on the basis of the customers and their needs. The bank
generates its revenue mainly from its credit creation ability and finances its credit creation
from deposits. The bank has 232 branches all over the country, and 18 ATM (Automated
Teller Machine) locations inside Valley and 22 ATM locations outside Valley. The major
products and services offered by the bank to its customers are:
Deposits Products
ADBL collects deposits from individuals, corporations, and Government. It offers
customers various deposit accounts, which are Current account, Saving account, Fixed
Account, and Call account. Current account does not provide interest to the customers, while
rest of the others do provide certain amount of interest rates. Some of the deposit products are
as following bellows:

Mobile Wallet Service

ADBL Mobile Wallet service is an easy and handy method of doing banking transaction from
mobile phones without having to visit bank. ADBL customer needs to have ADBL Mobile
Wallet application software installed in their mobile phones. Using such application of their
mobile phone, one can do various banking activities such as transaction, enquiry and request.

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ATM Card
ADBL is providing self service banking to its esteem customers through VISA Debit Card
with collaboration with Smart Choice of Technologies. Customers can transact from the
terminal on free of cost. VISA Debit Card can also be used for shopping and countries like
India and Bhutan.

Credits:

ADBL provides various credit products to its customers, which includes corporate
loan and retail loan.

Hire Purchase Loan

ADBL Hire Purchase loan makes commuting easier and owning a two or four wheeler in
reality at attractive interest rates, loan tenures and flexible repayment options with financing
available for large variety of vehicles, with special facilities to draw cash by pledging a
vehicle in the Bank’s name. ADBL has designed a hire purchase loan scheme to finance the
private car or motorcycle to the professionals, self employed, business executives, and
business houses and the transport like trucks, buses, minibuses, pickup vehicles, microbuses,
etc. to the operators, businessman, business houses, etc.

Locker Facility
ADBL also provides locker facility to its valued customers from its own Head office
premises situated in Kathmandu. ADBL bank has arranged an advance security system for
the security of its customer’s valuables put on locker. ADBL bank has also insured every
locker.

Housing Loan

This loan makes the dream of owning a home a reality with attractive features available
beyond market offerings at competitive interest rates and extended loan tenure, with flexible
repayment and partial payment features.

Additional Services
For the Bank’s deposit relationships, there are other hosts of services available at ADBL, like
implementing Standing instructions on accounts, issuing Balance Certificates, certifying
‘Good for Payment’ on cheques. The online connectivity of all our outlets makes it possible
to remit funds domestically to and from any of the branches located throughout the kingdom.

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Lending

ADBL through its wide range of flexible products like Demand Loan, Time Loan and Short
Term Loan etc can accommodate all specific needs for the customers. Besides the regular
lending scheme ADBL also offers many other special deposit schemes.
Working Capital Loan

Based on the viability of the project and actual need of fund, ADBL provides working
capital loan in the form of overdraft. The intended business house should submit the proposal
for working capital loan. This loan will be granted based on the proposal and will take a form
of overdraft.

Consortium Loan

Due to the changing political situation and the expected peace in the country, we expect more
economic activities in the country. This will attract the large investment opportunities in the
different project. NRB has prescribed the maximum amount of funding to a single borrower
to minimize the concentration of funding. Therefore, single financial institution is not able to
finance the mega project alone. With our expertise, we are capable of arranging consortium
finance for such large projects.

Loan against Shares and Securities

The recent political development in the country has revived the hope for the economic
development and prosperity of the country. The NEPSE positively responded the recent
development and more activities and an upward trend is seen in the stock market. Those
investors not having fund in hand but wants to invest in stock market can apply for the loan
against shares and securities
Education Loan

ADBL education loan scheme provides loan for those students who demonstrate ability, drive
and ambition but do not have financial resources to achieve their goals.

Agriculture Loan

Based on the viability of the agriculture project/ proposal, ADBL provides Agriculture Loan
to finance the short/ long term financing need of client. This loan is also provided to purchase
tractor, seeds, fertilizers, insecticides, etc.

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 Remittance

ADBL also provides the remittance facility to the customer that helps to withdraw the
foreign transactions from these bank .

1.7 Organizational structure of ADBL

Following are the organizational structure of the Agricultural Development Bank Limited.

1) Board of Director – BOD

Board of Director (BOD) is the apex body of the bank. It formulates policies as well as
strategies and provide guidance to the management. The board comprise a total of 7
members. 3 Member representing Government of Nepal and 3 members represent
shareholders. Besides these, one member is nominated the board as per the BAFIA as
independent director.

 Total – 7 Members
 Government of Nepal – 3 Members
 Shareholder – 3 Members
 As per BAFIA – 1 Member
2) Committees
There are 4 committees in the board. They are

1. Risk Management Committee

2. Audit Committee
3. AML/CFT Committee
4. Human Resource Facilitation Committee

These committees are formed to help the strengthen internal control and corporate
governance for the BoD.

3) Management Committee

Management committee is responsible for day to day operation of the bank. Chief Executive
Officer (CEO) lead the management committee. The CEO is closely assisted by 6 DGM. i.e

1. Chief credit officer – CCO

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2. Chief operation officer – COO
3. Chief service officer – CSO
4. Chief human resource officer – CHRO
5. Chief finance officer – CFO
6. Chief agriculture credit officer – CACO

25 department head help management committee. Likewise, CEO is also supported by asset
and liabilities management sub-committee, project management unit, grievance handling and
relationship management for better internal control and business operation.

Operational structure

There are three-tier of organizational structure in ADBL. They are

1. Head office
2. Provincial office
3. and field office (Branch Officer)

Capital Ownership Structure of ADBL

 Authorized capital – 25 Arba

 Authorized equity share capital – 16 Arba
 Authorized preference share capital – 9 Arba
 Issued and paid-up capital – 18,620,627,763
From general issued share capital NRs. 13,187,915,763/- ( 51% of Nepal Government
and 49% of general public) & From non-cumulative irredeemable preference share
capital NRs. 5,432,712,000/- (100% of Nepal Government).
Both equity and preference shares are of NRs. 100 each.

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 Figure no. 1.7

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 2. OBJECTIVES

2.1 Studying the ADBL

Internship is the process of working as an assistant to gain practical experience and skills in
an occupation. In order to expose the students to the actual working environment,
internship been included as a compulsory requirement for the successful completion of the 4
year Bachelor of Business administrative (BBA) under purbanchal university. BBA is the
management program with the provision of eight semester comprising of 120 credit hours in
Nepal.

Customer Service is the front desk of any organization that provides all necessary
information to the customers. For any organization, it is the main and most important
department which needs to deal with customers more the other departments in the bank It is
one of the busiest department in the bank, and it is the very place which makes an early
impression to the clients. So the image and reputation of the banking depends upon effective
functioning of this department. In this department, activities such as new account opening of
providing statement of account, issuing debit cards, issuing cheque, opening mobile banking,
balance inquiry, closing existing account, reopening the dorameat account etc.

I have chosen ADBL for my internship as being a management student, extensive knowledge
of a financial intermediary is a must as it is the major mediator in the financial market who
works to provide financial services and ensure global outreach. An internship consists of an
exchange of services for experience between the student and an organization. Students can
also use an internship to determine if they have an interest in a particular career, create a
network of contacts, or gain school credit. Some interns find permanent, paid employment
with the organizations with which they interned. This can be a significant benefit the
employer as experienced interns often need little or no training when
they begin regular employment. Unlike a trainee program, however, employment at the
completion of an internship is not guaranteed. This report is basically a Research
internship graduation or dissertation internship,
my purpose being the fulfillment of university participation criteria as well as the need of
organizational exposure and acceptance. There is wider diversification in a commercial bank
being a player of financial market and an intern will not remain confined to a
particular subject.

Therefore choosing a bank can be perceived financial intermediary who is primarily

responsible for the transfer of monetary resources from the net savers to the net users. It has
head office at Ramshahapath, Kathmandu, Nepal and corporate office at Kalimati,
Kathmandu. This bank was chosen for the internship
purpose because it was founded by the key economic players of Nepal and also it is one of th
e firstclass “A” commercial bank to have a successful merger with another class “A”
commercial bank. I had a keen interest on knowing how it worked from the very beginning of
its establishment. I wanted to learn how the different department worked and how the
employees communicated with the customers.

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2.2 Objectives of the study
The general objective of the study is to fulfill the requirement for the degree if the Bachelor
of Business administrative and to make the student of BBA familiar with the current scenario
of the industry. Besides this, the specific objectives are as follow:

Objectives

 To identify the activities performed in the Customer Services, Clearing Department.

 To be able to develop all the personal and professional skills required in the
workplace.
 To learn how day to day operations of the bank are conducted.
 Develop interpersonal and communicative skills.
 To study, understand the functioning of the departments.
 To understand the importance of all the departments in the accomplishment the
ultimate goal of the organization.
 To be adapted to the real life working environment.
 To apply theoretical knowledge in the real work environment.
 Develop appropriate skills and attitude.

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 3. METHODOLOGY
This report has been prepared on the basis of two months internship experience
gained at the customer service department in ADBL. Interaction with the staffs and the
operational knowledge g a i n e d i s t h e m a j o r s o u r c e o f p r i m a r y d a t a f o r t h i s
s t u d y. B e s i d e s , t h e w e b s i t e o f t h e b a n k , previous internship reports and the
bank’s annual report are the sources of secondary data.

3.1 Organization selection

ADBL Bank was selected as an organization for the purpose of carrying on internship
program because of the organization in the short period of time. The bank also provides
employment opportunities to the interns as well depending upon the performance and
potentials of the interns and the requirements of the bank.
For the internship, one of the accessible and successful in short period time organizations will
be given higher priority. I have done specialization in finance; I have dropped my curriculum
vitae and application in the ADBL Bank. After regular follow-ups, I was finally appointed as
an intern in Janakpur branch of ADBL Bank on 29 June, 2023 to 01 august 2023.

3.2 Placement
Regarding placement, I was new for organization. But the hope and faith to complete
internship was not lost. The organization welcomed me with kind hospitality and friendly
environment and introduction session was conducted. This session helped to avoid all the
time was wasted to be familiar to the organizational environment. I was guided by mrs.
Chiran Sah (CSD) incharge during the orientation period of 8 weeks.

3.3 Data and Information Collection

Data, information and other necessary materials that are used to make this report Complete
and meaning full are gathered from two sources; primary sources and Secondary sources.
Primary Sources

First time collected data. I accumulated the primary date from :

I. Observation IV. Direct involvement in the work

II. Interview V. Informal discussion
III. Questionnaire
Secondary Sources:
This is the source where the data and information are available at readymade format. I have
obtained the second hand data from the following source:
I. Company website V. Book
II. Journal VI. Google
III. Wikipedia VII. Bank annual report
IV. Article

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 4. OBSERVATION
4.1 Function of CSD

The function of CSD and remittance department are as follows:.

 Informing the customers if their cheque has been returned.

 Informing customers about different types of account and other queries they have
about the operation of the bank.
 Uploading test and photo and signature into the finacole system as well
 Opening all types of accounts like a saving, fixed , current, etc.
 Checking customer’s transaction and balance on request.
 Proper filing of account opening and closing form.
 Distribution of various forms such as of e-banking SMS banking pay bill etc .
 Maintaining proper records of cheque register.
 Proper counseling to the customer with politeness

4.2 Detail of assigned work responsibilities

Various roles/ jobs were assigned to me during the internship program. I completed my
internship program at ADBL Bank working in various departments. A brief description on
the jobs performed by me in all these departments is as follows:

Table NO. 4.2 : Duration of Internship

Working Period 1 2 3 4 5 6 7 8

CSD DEPARTMENT

Customer Service Department

In the customer service department, I was assigned with the following tasks:
 Handling ATM cards
 Issuing of cheque book
 Account opening and closing
 Statement handling and printing
 Handling e-banking facility
Remittance Department
ADBL Bank limited, operating under the guidelines set by the government of Nepal and
Nepal Rastra Bank, offers one of the safest and the most secured means of money transfer to
Nepal. Remitters can send money to ADBL Bank from any part of the globel through our

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correspondent banks, exchange houses and banks in the Middle East and using Himal remit
and Western Union, our house remittance software.

SWIFT Transfer
ADBL Bank offers fast and reliable money transfer services through SWIFT. Your bank
account with us can be credited with remittance from anywhere in the world. The remitter has
to mention the ADBL bank’s SWIFT Address and the beneficiary details to transfer money to
Nepal through us. We cater the need of customers to remit fund from anywhere in the world,
denominated in major currencies, through SWIFT.
Demand Draft

We have draft drawing arrangement with our correspondent banks in different countries.
ADBL honors bank drafts on/by various international banks denominated in currencies like
US Dollar, Euro, Great Britain Pound, Japanese Yen, etc.
SWOT Analysis

SWOT Analysis identifies and analyses the main internal and external factors that will
influence the future direction and success of a business. It comprises of strengths and
weaknesses which are the internal factors and opportunities and threats which are the external
factors that affect the organization. Such analysis helps managers in strategic planning.
SWOT analysis of ADBL Bank is as follows:

Strengths

 Lower weighted average cost of deposit and higher interest rate of spread.
 High capital base compared to other banks.
 Good reputation in the budgeting industry.
 Dedicated, experienced and well trained employees.
 Diversified product and services provided to customers.
 Proper links with the foreign banks.
 Adequate number of branches all over Nepal.
 Up to date with the latest technology and information systems.
 Well qualified and professional management team.

Weaknesses

 Lack of quick customer response.

 The customer service department is not able to operate efficiently.
 Need of effective manpower planning.
 Frequent problems in the ATM machines.
 Inadequate marketing of its products and services.

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Opportunities

 Being technically ahead than the competitors can help ADBL Bank to have an edge
over other banks.
 It can take advantage of its good reputation and further expand its customer base.
 The bank has an opportunity to invest various other areas of rural development and
hydroelectricity.
 It can establish links with the foreign banks to provide extra facilities.
 It can take advantage of its high capital base and provide loan in productive sectors.
 It can come up with new innovative products and services.
 It can provide better training to their employees to be able to adapt themselves with
the new technology.
 It can further increase its spread with the provision of new schemes.
 Reduction in the necessity of lending to the priority sectors.

Threats

 Lack of stable government.

 International economic recession.
 Rapid increase in the number of commercial banks.
 Lack of attractive and profitable investments.
 Unfavorable socio-economic condition of the country.
 Various rules and regulations imposed by the government/NRB.
 Political problems ongoing in the country.
 Highly informed customers pose a challenge for the bank to provide better
service.
 More competitive products being brought by other banks.
 Lack of effective manpower planning.

4.3 Problem Faced during Internship

While carrying out the task assigned by the supervisor, the intern faced different types of
problems. They are as follows:

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 After merger it was also difficult to handle the customers and explain about the changes
in the account number, banks policy, etc.
 Customers argue for updating Know Your Customer (KYC) from especially to show
original citizenship.
 The accountholder’s asked for the balance and cheque book without bringing the letter of
authority and citizenship with accountholder’s valid signature and account number.
 Some the customer disagreed to accept the charges for account closing and make
argument on this matter for long time. So, it becomes difficult to convince them about the
bank’s charges.
 Though the instruction and required documents are clearly explained in the account
opening form, even then customers ask those for time to time and reasons for extra
documents that are already stated in back side of the form. So, it is tough to give them
each guideline on filling different types of form as well.
 After merger customers argued about not giving the information of the merger to them
where the information was given to them about a month ago through notice, newspapers
and media.

4.4 Problem Solved during Internship

During the internship period intern faced problem because intern was new to the
organization. The following are the problem solved during the internship period:

 Sometimes intern may give wrong information to the client due to lack of knowledge
of that department in the beginning. At that time, staff immediately correct our
mistake and give the right information.
 Whenever the customers come up with their problem in CSD, intern is unaware about
the right and accurate information on the subject matter. So intern has to consult with
their senior staff to give the information to customers.
 If you are in this position right now, keep in mind that hard work doesn’t go neglected
for a long time. Try not to look at it as wasted time and effort. Instead, see it as a
resume/experience booster and maintain a list of the tasks and projects you’ve
accomplished during your time as an intern. Writing them down will help you
remember what experiences you’ve had and give you the sense of completion you
need to push on.

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 5. ANALYSIS AND REVIEW
5.1 Analysis Of Data Collected On Specific Objectives
Questionnaire is made based on some variables that have directly or indirectly influence on
The customer satisfaction level. For example office outlook, employee behaviors
with customer, quality of service, charge taken to provide services, modern and updat
e technology, error free records, and prompt problem solving skills of employees and average
time taken by the employee to give service to its customer. Analysis of survey data is
given bellow :

Employee behavior with the customer

20

18

16
No. of customer

14

12

10

0
Poor Fair Good Very Good Excellent

Customer's Answer

Chart 5.1: Employee behavior with the customer

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Behavior of the employee working in the bank is one of the important factors for the
customer to be satisfied. In my survey there was a questionnaire about the behavior of
employee of the ADBL bank limited with the customer when providing banking service.
From the survey, we can see that at most 15 customers which about 30% of the 50 customers
said “Good”.
It means that they are somewhat satisfied with the behavior of the employee of ADBL Bank
Limited.

Provide Quality Network For ATM Services

Provide Quality Network For ATM Services

70
Numbers of customer

60

50

40

30

20

10

0
Poor Fair Good Very Good Excellent

Customer's Answar

Chart: Provide Quality Network For ATM Services

Network provided for ATM service by the bank is an element to justify a bank’s quality
service. If the bank ensure quality network for ATM service then customer will be
satisfied. If there is good network then there will be no problem to withdraw and deposit
money from ATM machine. For ADBL Bank limited, survey data shows no positive sign,
20 customers which are said “Fair” which means that network is not that satisfactory.
However, 60 customers said it is excellent out of 100 customers.
5.2 Review of the analyzed data
Here I will divide the findings from analyzed data into two sections. These are-

i. Positive findings ii .Negative findings

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By comparing these two sections I can decide the level of satisfaction of the customer in
ADBL bank limited.

Positive finding

i. 95% of the customers is satisfied and 5% are not that satisfied with the quality of the
network provided to ATM service.
ii. 46% of the customers are satisfied with the online banking service by ADBL bank.
iii. 76% of the customers are satisfied about the keeping promise made by ADBL bank.
iv. 74% of the customers are somewhat satisfied with the office space of this
branch. 90% of the customers are fully satisfied with the employee behavior.
v. 42% of the customers are satisfied and 30% are somewhat satisfied with the Prompt
and accurate service by ADBL Bank.
vi. 35 % of the customers are somewhat satisfied with office environment of the bank.

Negative finding
i. 10% of the customer is not satisfied with the quality of the network provided to
ATM service.
ii. 20% of the customers is not satisfied with the employee
iii. 30% of the customers are not that satisfied with waiting time to get service from
the ADBL Bank.

5.3 Critical analysis of the theoretical concepts relating to practical

experiences in the department
The activities performed in the branch were all new for this intern. Having the enthusiasm to
learn about the activities performed in the bank and participate in the activities performed a
lot was learned and many experiences were gained. The performing of these banking
activities was never an easy task though the learning of the activities and the performance
was made easy due to the effective teaching and training by the supervisor. The analysis of
the activities presented by this intern as given below is based on the experience gained during
the performance of the activities and the observations made during the period of performance.

The analysis of the activities performed in the CSD is given as follows:

The task of dealing with the various natured people is indeed a very difficult task. There are
various types of customers to be dealt in. some customers are very well mannered and co-
operate with the persons in the CSD. They are easy to be dealt with. While some other are of
irritating nature and it seems that they are intentionally in mood to show such behavior. The
employees in the CSD need to be very patient in dealing with such variety of customers.
Same rule applied to the interns performing their job in the department. Regarding the
activities performed as an intern the tasks of CSD seemed to be repetitive in nature. Though
at the beginning these activities seemed interesting things start to become boring
as time passes by. Many small things are to be kept in mind along with the confidentiality ofi
nformation of the customers. So, at the beginning interns get confused easily and get track of
the activities as they perform their task for some period of time.

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Regarding complaint of the Costumer it seems to say a think compulsorily. Some of the
Complaints made by customer due to the fault of the system. For example, the complaint
regarding the ATM machines result into the technical failure. Another example is the wrong
calculation of period of FD maturity for the interested to be provided to the customer. So in
conclusion it can be said that the activities in the CSD are simple yet challenging and
repetitive yet insensitive these activities deserve proper attention of the employees along with
the satisfaction of demanding nature of the customers.
5.4 Knowledge gain from the work assigned
Working as an intern in ADBL Bank for two months, I was able to know the working
procedure of CSD and Remittance Department of ADBL Bank. Furthermore, the internship
helped me to gain necessary skills to tackle problems. I not only get exposure to the
professional world but also have been successful to change attitude, and behavior in
the daily life spending. Learning the working culture, general organization environment,
work place behavior, and other important aspects is the real prize awarded by
the internship program to me. Being attached with the specific department of ADBL
Bank, I learned the following points:

 The importance of being punctual, manage time and being patient.

 Along with customer satisfaction, employee satisfaction also plays a great role in the
success of the bank.
 The tough competition of banks for the survival and the tough competition in the
banks for employees as well as getting a job.
 Build up self-confidence.
 The need of bringing out all potential to move forward as an effectively and efficient
employee.
 Various rules of CSD and importance of having every possible document in the
operation of CSD and Remittance Department.

Many lesson along with these, small and big, were learnt which broadened the knowledge
and brought work maturity in the intern. So, these two months of the internship was the time
where I get the most exposure to what it is like to work in real life than what was learnt in the
classroom. The internship program gave me the experience, which will help to build
a platform and prepare for the future.

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 6. CONCLUSION AND RECOMMENDATION
6.1 Conclusion
During my two months of internship program it was different experience and exposure to the
real work scenario. I learnt a lot about the banking sector and banking operations, about
ADBL. This report had made to know about various kinds of information/ service offered to
customers by ADBL. This internship period helped me know how an organization can be
different from other through people resources which are inimitable to gain competitive
advantage. In such a work environment, various activities could be performed that not only
helped in building a professional but hopefully benefited the organization to some extend as
well.

This report is based on the internship done in ADBL for the period of eight weeks in
Janakpur Branch. During the internship period, the area worked on Remittance, CSD, Loan
Department and E.C.C. It was great opportunity for me to have a practical knowledge of
banking activities in a real environment of ADBL.

I got the chance to socialize with people and found that people of ADBL are highly
committed to serve the customers and deal with their issues. At the work environment, I got
an opportunity to observe, how people work in team and how they put their synergized effort
for better outcome. ADBL is constantly attempting to provide better and quality service to the
customers. The behavioral issues are also critical as they make customer feel satisfied.

Remittance, E.C.C, CSD and Loan Department are one of the crucial part of the ADBL
where I got the chance to gather knowledge how one of the big government bank which
bound almost Nepal in its successful service. At last, I would like to once again thank ADBL,
all the staffs of ADBL for their support, suggestions and cooperation. As a whole, my
internship was interesting, memorable and knowledgeable.

6.2 Recommendations

By working as an intern at Agriculture Development Bank Ltd (ADBL) and observing its
working environment and procedures some areas of improvement has been identified.
Therefore, the following measures are recommended to the bank for enhancing its
performance:-

1. 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 ADBL should focus more on providing
quick and satisfactory services to the customers.
2. ADBL should increase the number of ATM machines both within and outside the
valley so as to attract more customers towards the bank.

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 3. There is large number of over staffing in ADBL so it should downsize lots of staff and
in ADBL there is lack of younger employees also.
4. Adopting efficient marketing strategies to encourage more of the customers will help
ADBL to successfully compete with other banks.
5. Though at present ADBL is providing training programs to its employees at a certain
level, it should organize such programs on a regular basis so as to enhance the skill
and competency of staff.
6. 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, ADBL should also try to increase the number of cash counters to minimize
the waiting time of the customers.
7. technologies, should be growth service oriented, train the staff, get up to date
information about other bank and high services should be put forward to customers.
8. Employees should be associated whenever possible in discussion with customer and
inspective and other business visit with the objective of developing communication
and familiarization between them and customers. All employees should be provided
with nameplates, which will give them identification and will help customer in
knowing them by name.
9. The bank should grab more opportunities as soon as possible by adopting efficient
and latest market strategies, traditional method should be left behind.
10. Government, NRB and commercial banks should take necessary steps to form and
regulate banking habit of Nepalese people especially people of rural areas.
11. Other than shareholders annual report, the bank should publish and distributed book
lets containing detail information about its activities and performances as well. This
help to maintain harmonious relationship between bank and customers.

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 REFERENCE
 WWW.ADBL.com
 Annual report of ADBL
 Previous report of ADBL
 WWW.GOOGLE .COM
Branch Manager (Amod lal karn ), Shiv chowk Branch, Janakpur

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 8. ANNEXTURE

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