FUNCTIONS OF CUSTOMER SERVICE DEPARTMENT

OF MACHHAPUCHCHHRE BANK LIMITED,

BANESHWOR BRANCH, KATHMANDU

AN INTERNSHIP REPORT

BY
RIYA CHALISE
Exam Roll No. 956/15
T.U. Reg No. 7-2-0032-0023-2015

An Internship Report Submitted to

Faculty of Management, Tribhuvan University
in the partial fulfillment of the requirements for the degree of
Bachelor of Business Management

at
Saraswati Multiple Campus
Tribhuvan University

Kathmandu
September, 2019

1
FUNCTIONS OF CUSTOMER SERVICE DEPARTMENT
OF MACHHAPUCHCHHRE BANK LIMITED,
BANESHWOR BRANCH, KATHMANDU

AN INTERNSHIP REPORT

BY
RIYA CHALISE
Exam Roll No. 956/15
T.U. Reg No. 7-2-0032-0023-2015

An Internship Report Submitted to

Faculty of Management, Tribhuvan University
in the partial fulfillment of the requirements for the degree of
Bachelor of Business Management

at
Saraswati Multiple Campus
Tribhuvan University

Kathmandu
September, 2019

2
2
 STUDENT’S DECLARATION

I here by declare that the internship report entitled, FUNCTIONS OF CUSTOMER

SERVICE DEPARTMENT OF MACHHAPUCHCHHRE BANK LIMITED,
BANESHWOR BRANCH submitted to the Faculty of Management, Tribhuvan
University, Kathmandu is an original peace of work under the supervision of (Janga Bdr.
Hamal), Lecturer of Saraswati Multilple Campus, Lekhnathmarg, Kathmandu and is
submitted in partial fulfilment of the requirements for the award of the degree of
Bachelor of Business Management (BBM). This internship report has not been submitted
to any other university or institutions for the award of any degree or diploma.

RIYA CHALISE
25-09-2019

ii
INTERNSHIP CERTIFICATE

ii
 APPROVAL SHEET
This is to certify that the Internship Report

Submitted By:
RIYA CHALISE

FUNCTIONS OF CUSTOMER SERVICE DEPARTMENT OF

MACHHAPUCHCHHRE BANK.LTD, BANESHWOR

We certify that we have read this document and in my opinion, it is satisfactory in scope
and quality area as an internship report in partial fulfillment for the undergraduate course,
Bachelor of Business Management (BBM) held at Saraswati Multiple Campus,
Tribhuvan University.

………………. ………………… ………………….

Janga Bdr Hamal Narayan Prasad Aryal Dr.Gol man Gurung

Supervisor Program Director Campus Chief

i
 ACKNOWLEDGEMENTS

The report entitled FUNCTIONS OF CUSTOMER SERVICE DEPARTMENT OF

MCHHAPUCHCHHRE BANK.LIMITED is prepared for the partial fulfillment of the
requirements for the degree of Bachelor of Business Management offered by Tribhuvan
University, on the basis of the activities performed and experience gained during the
internship period. I would like to express my deep and sincere gratitude to Tribhuvan
University, for providing great opportunity to enhance my educational knowledge and
build up skills of practical working conditions.

Firstly, I would like to express my sincere gratitude to my supervisor, Janga Br Hamal

and Bikash shrestha for the guidance, constant supervision and clarification. Secondly, I
am extremely thankful to my campus chief Dr Gol man Gurung, director Narayan Prasad
Aryal and the college management for providing support and other necessary documents
during the internship program and report preparation.

I would like to evince my sincere appreciation to Suraj Shrestha, Branch Manager

Baneshwor branch. Also I would like to thank my supervisor Suraj Shrestha for his
proper guidance, suggestion and encouragement for directing intern to the right track
despite of her busy schedule and would like to thank Omee Joshi, Samrachhena Pradhan,
Santoshi Gautam, Rameshwor Katuwal, Mohan Dahal, Rojina Mehta, Gokarna Joshi,
Akesh Maharjan, Sangita Mahato for their kind co-operation and support during
internship period despite of their busy schedule. Also I would like to thanks the then
operation in charge Sarala Manandhar for placing me in customer service department and
CSD staff Santoshi Gautam for her proper guidance in the initial days of my intern.
Finally I would like to give sincere thanks to my parents, my teachers, friends and seniors
for making this study esteemed by providing consistent encouragement, support, and
congenial atmosphere to complete it.

RiyaChalise
September, 2019

v
 TABLE OF CONTENTS

STUDENT’S DECLARATION................................................................................................................ii
INTERNSHIP CERTIFICATE.................................................................................................................iii
APPROVAL SHEET.............................................................................................................................iv
ACKNOWLEDGEMENTS.....................................................................................................................v
TABLE OF CONTENTS.........................................................................................................................v
LIST OF TABLES...............................................................................................................................viii
LIST OF ABBREVIATIONS...................................................................................................................ix
CHAPTER I.........................................................................................................................................1
INTRODUCTION.................................................................................................................................1
1.1 Background..............................................................................................................................1
1.2 Objectives...............................................................................................................................3
1.3 Methodology...........................................................................................................................4
1.3.1 Organization selection.....................................................................................................4
1.3.2 Placement........................................................................................................................5
1.3.3 Duration of internship.....................................................................................................5
CHAPTER II........................................................................................................................................6
INTRODUCTION OF THE BANKING INDUSTRY..................................................................................6
2.1 Background.............................................................................................................................6
2.3 Evolution and Growth of Banking Sectors in Nepal................................................................8
2.4 Introduction to commercial bank.........................................................................................10
2.4.1 Functions of commercial banks:....................................................................................11
CHAPTER III.....................................................................................................................................12
INTRODUCTION TO MACHHAPUCHHRE BANK LTD........................................................................12
3.1 Background...........................................................................................................................12
3.2 Vision and mission of MBL....................................................................................................13
3.4 Products and services...........................................................................................................14
3.4.1 MBL smart bachatkhata.................................................................................................14
3.4.2 MBL student saving account..........................................................................................15
3.4.3 MBL surakshittalabkhata...............................................................................................16
3.4.4 MBL online account.......................................................................................................16
3.4.5 MBL premium saving account.......................................................................................16

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 3.4.6 MBL remittance bachatkhata........................................................................................17
3.4.7 MBL balbalika bachat khata...........................................................................................17
3.4.8 MBL normal saving account...........................................................................................18
3.4.9 MBL pewabachat khata.................................................................................................18
3.4.10 MBL salary management account...............................................................................19
3.4.11 MBL samman bachat khata.........................................................................................19
3.4.12 MBL shareholders saving account...............................................................................20
3.4.13 MBL uchha sikshyanikshep yojana..............................................................................21
3.4.14 MBL yuba bachat khata...............................................................................................21
3.4.15 MBL call deposit...........................................................................................................22
3.4.16 MBL current deposit....................................................................................................22
3.4.17 Fixed deposit................................................................................................................23
3.4.18 Loan products..............................................................................................................23
3.4.2 Types of services............................................................................................................23
CHAPTER IV.....................................................................................................................................24
ANALYSIS OF ACTIVITIES PERFORMED............................................................................................24
4.1 Background...........................................................................................................................24
4.1.1 Customer service departments.....................................................................................24
4.1.2 Activities performed......................................................................................................25
4.1.2.4 Locker..........................................................................................................................29
4.2 Overall functions and responsibilities of the customer services department.....................29
4.3 Problem solved.....................................................................................................................31
CHAPTER V......................................................................................................................................32
CONCLUSION...................................................................................................................................32
5.1 Lesson learnt.........................................................................................................................32
5.2 SWOT analysis.......................................................................................................................33
5.3 Conclusion.............................................................................................................................33
References

Appendix

v
 LIST OF TABLES

Table 1.1 Placement and duration of internship..........................................................5

Table 2. 1 Different types of bank................................................................................9

Table 3.1 List of board of director...............................................................................13

Table 3.2 Capital structure of MBL.............................................................................13

v
 LIST OF ABBREVIATIONS

ATM- Automatic Teller Machine

BBA- Bachelor in Business Administration

BBM- Bachelor in Business Management

BHM- Bachelor in Hotel Management

BIM- Bachelor in Information Management

BLB- Branchless Banking

CD- Certificate of Deposit

CSD- Customer Service Department

FOM- Faculty of Management

MBL- Machhapuchhre Bank Limited

NRB- Nepal Rastra Bank

NIC- National Insurance Corporation

SWOT- Strength, Weakness, opportunities and threats

TU- Tribhuvan University

i
 CHAPTER I
INTRODUCTION

1.1 Background

Tribhuvan University (TU) is a public university located at Kirtipur, Kathmandu, Nepal.

It is the oldest university in Nepal which was established in 1959. In terms of enrollment,
it is the tenth largest university in the world. The university offers 2,079 undergraduate
and 2,000 postgraduate programs across a wide range of disciplines. As of March 2017,
the university has 60 constituent campuses and 1,084 affiliated colleges across the
country. Since it is government financed, it is less expensive than private universities
(Tribhuvan University, 2006).

Since its inception, the state-owned university has expanded its programmes. There are
five technical institutes and four general faculties. The university offers 115 courses for
the technical proficiency certificate level. TU offers 1079 courses at Bachelor's level and
1000 courses at Master's level. It offers Ph.D. degrees in the technical institutes and
faculties. TU has 7,841 teaching faculty and 7,413 non-teaching staff including the
support staff in its constituent campuses. The number of total employees is 15,254 (Edu
Sanjal, 2001).

TU have committed and dedicated to makes a source and centre of quality education,
setting up a culture of learning in the country and promoting the notion of national and
global peace and harmony. Recently, the TU made a decision to start semester system at
the Central Departments. All the departments, except the Central Department of Law,
introduced the semester system. This systemic change was introduced to enforce the
academic calendar, to make students full time students dedicated to their studies, to
reduce financial burden on students and their parents by making the students complete
the degree in time, to respond to the growing concern of the stakeholders about
enhancing the academic quality of university education through academic rigor, to
revitalize the fame, popularity, credibility and contribution of the university as the oldest
centre of higher learning and the central and leading university of Nepal.

1
TU has four faculties headed by dean and they are Faculty of Education, Faculty of
Humanities and Social Science, Faculty of Law, Faculty of Management. Faculty of
Management (FOM), TU has its ultimate objective of educating students for professional
pursuits in business, industry, and government. It is further dedicated to enhancing the
knowledge and understanding of business and public administration. In this pursuit, FOM
aims to develop networking with management institutes in the country and abroad to
exchange new knowledge, technology and methods of higher level efficiency in
management of business and public entities. It also aims continuously to innovate and
promote cost effective, socially relevant, modern technology-based management
educational programmes in Nepal. Some of these programmes are Master of Travel and
Tourism Management (MTTM), Master of Hospitality Management (MHM), Master of
Business Management (MBM), Master of Finance and Control (MFC) and Master of
Philosophy (M.Phil) Programme. The FOM also offers doctoral Programme in
management leading to a degree of Doctor of Philosophy (Ph.D).The FOM offers
instruction to Bachelor of Business Studies (BBS), Bachelor of Business Administration
(BBA), Bachelor of Travel and Tourism Management (BTTM), Bachelor of Hotel
Management (BHM), Bachelor of Information Management (BIM), Bachelor of Business
Management (BBM), Bachelor of Public Administration (BPA), Post Graduate
Diploma in Police Science (PGDPS), Master of Business Studies (MBS), Master of
Business Administration (MBA), Master of Public Administration (MPA).

BBM is a newly launched 4 years, 8 semester course of Tribhuvan University faculty of

management. Each semester constitutes of 16 weeks of intensive study. The program
covers 120 credit hours. Students who want to enroll for BBM Program must pass the
CMAT examination. More than 47 Business Schools of Nepal offers Bachelor of
Business Management (BBM) program with affiliation from Tribhuvan University.

The BBM program of Faculty of Management, Tribhuvan University is designed for

aspiring business leaders and managers of the future. The BBM graduates are equipped
with the necessary knowledge, skills and self-confidence to assist in effective and
successful management, within constantly changing and highly competitive national and
global business environment. This course has been designed with the objective of

2
producing middle-level managerial manpower in the sectoral areas. Students who have
passed 10+2 or equivalent examinations from recognized academic institute with second
division (securing 45% and above) or 1.8 CGPA are eligible to enroll in this program.

for the partial fulfillment of the Degree of Bachelor of Business Management (BBM)
under the faculty of the management of Tribhuvan University internship should be done
by student. It is one of the effective ways to give knowledge to the students about the
banking operations.

Through internship an individual can explore the working process of an organization

being a part of actual working environment. Here every student receives practical
knowledge through observation and develops academic credit for the work experiences as
well. An internship will help the individual to expose to the interpersonal relationship,
which is the demand of every job, boss, co-workers, supervisors and the other lower level
staff members who are the first basic things for a bank to obtain successful and contented
career. (Faculty Of Management)

An internship acts as a medium that enables an individual to work in group, manage work
pressure and analyze the lessons learnt in the class and on the field. It can be remarkable
way of determining if the industry and the banking career are best suited or not for him or
her. This whole internship process enables a student to experience and gives exposure to
the working pressure that a internee is likely to face in the future by making them familiar
with the corporate cultures and also by understanding the primitive knowledge of the
business setting of the international standards. It also helps to develop the professional
working habits and creates a platform to create differences in the work style. Thus, it
makes the internee’s mind pre-prepared to pursue the career in the banking field in the
future.

1.2 Objectives

The general objective of an internship program in BBM is primarily designed to enable

the students to support them as grounded career persons who know the real-life working
situations and had already felt the pressure of the job place environment. It is also a

3
platform to show the ability to mold the theoretical knowledge learned throughout the
BBM program as per the requirement of the job placement. Some of the specific
objectives are:

1. To be familiar with the banking process, rules and regulations and banking conditions
in Nepal ;
2. To explore the applicability of theoretical knowledge in the practical workplace ;
3. To know the detail functioning of the customer service department ;
4. To learn to deal with customers in effective and efficient way ;
5. To learn to work in corporate culture and to know the professional working habits .

1.3 Methodology

This internship report is the study of particular subject backed by the collection,
compilation, presentation and interpretation of relevant information. It starts from the
selection of the organization for the internship, performance of different kinds of
activities and placement in different parts of the organization and the information
required for the preparation of report has been collected from observation of the activities
that are performed in the bank and the personal interview and consultation with the staffs
involved in the different department of the bank. The secondary data in the report are
obtained from websites, brochures, annual reports and books.

1.3.1 Organization selection

Since the BBM program requires enrolling in an organization for eight weeks as an
intern, the intern has to select an appropriate organization for internship. In the course of
selection and evaluating the organization suitable for internship, MBL was recommended
by the college administration, to drop Bio-data along with the application letter from the
college in MBL. So further, MBL offers internship and thus intern select MBL as the
intern needed to select an organization that could offer the intern to learn the various
aspects of the working environment and where the intern could built up her confidence,
develop her interpersonal skills and the managerial skills. MBL proved to be right choice
for the intern.

4
1.3.2 Placement

During the period of the internship, the intern was placed in the customer service
department where the intern closely observed the activities that were performed by the
staffs in the department and also got chance to carry some of those activities. So, with the
guidance of the department members, the intern acquires knowledge about the working
with the department and how they contribute in the overall prosperity of the bank.

1.3.3 Duration of internship

The duration of internship was eight weeks as defined by the Faculty of Management,
Tribhuvan University. The working hour started from 9:30 am to 5:30 pm, while on
Friday, it started from 9:30 am to 1:30 pm. During the period of the internship the intern
was placed in the customer service department based on which the report is prepared.

Table 1.1

Placement and duration of internship

Sections From To Total working days

CSD May 8 July 12 50days

5
 CHAPTER II

INTRODUCTION OF THE BANKING INDUSTRY

2.1 Background

A bank is a type of financial institution that is established under a certain act to perform
monetary and credit transactions. The bank accepts the deposits in the form of capital and
collateral, formulates, and implements monetary and foreign exchange policy to maintain
price and balance payment stability for a sustainable development of the country. It
provides necessary liquidity for promoting the stability of the financial sectors.

It raises funds by collecting deposits from business and customers through saving
deposits, and time deposits. Besides this, it gives facilities to business like giving loans to
business, housing, saving deposit money, buying and selling of bonds etc. It also helps to
develop a safe, sound, and efficient payment system. Bank helps in making regulations,
inspection, supervision, and maintaining the sound development of the banking system.

A bank is a person or corporation which holds it out to receive from the public deposits
payable on demand by cheque. The Bank regulations of India defines it as a means of
accepting for the purpose of leading or investment of deposit of money from the public
repayable on demand or otherwise able by cheque, draft of otherwise.

The word bank is used in the sense of a commercial bank. It is of Germanic origin though
some persons trace its origin to the French word Banqui and the Italian word Banca. It
referred to a bench for keeping, lending, and exchanging of money or coins in the market
place by money lenders and money changers.

There was no such word as banking before 1640, although the practice of safe-keeping
and savings flourished in the temple of Babylon as early as 2000 B.C. Chanakya in his
Arthashastra written in about 300 B.C. mentioned about the existence of powerful guilds
of merchant bankers who received deposits, and advanced loans and issued hundis
(letters of transfer). The Jain scriptures mention the names of two bankers who built the
famous Dilware Temples of Mount Abu during 1197 and 1247.

6
The first bank called the Bank of Venice was established in Venice, Italy in 1157 to
finance the monarch in his wars. The bankers of Lombardy were famous in England. But
modern banking began with the English goldsmiths only after 1640. The first bank in
India was the Bank of Hindustan started in 1770 by Alexander & Co., an English agency
house in Calcutta which failed in 1782 with the closure of the agency house. But the first
bank in the modern sense was established in the Bengal Presidency as the Bank of Bengal
in 1806.

History apart, it was the merchant banker who first evolved the system of banking by
trading in commodities than money. Their trading activities required the remittances of
money from one place to another. For this, they issued hundis to remit funds. In India,
such merchant bankers were known as Seths.

The next stage in the growth of banking was the goldsmith. The business of goldsmith
was such that he had to take special precautions against theft of gold and jewellery. If he
seemed to be an honest person, merchants in the neighbourhood started leaving their
bullion, money and ornaments in his care. As this practice spread, the goldsmith started
charging something for taking care of the money and bullion.

As evidence for receiving valuables, he issues a receipt. Since gold and silver coins had
no marks of the owner, the goldsmith started lending them. As the goldsmith was
prepared to give the holder of the receipt and equal amount of money on demand, the
goldsmith receipt became like cheques as a medium of exchange and a means of
payment.

The next stage in the growth of banking is the moneylender. The goldsmith found that on
an average the withdrawals of coins were much less than the deposits with him. So he
started advancing the coins on loan by charging interest. As a safeguard, he kept some
money in the reserve. Thus the goldsmith-money- lender became a banker who started
performing the two functions of modern banking, that of accepting deposits and
advancing loans. (History Of Bank )

7
2.3 Evolution and Growth of Banking Sectors in Nepal

The origin of the banking system in Nepal started with the name of Shankerdhar, a
Sundra merchant of Kantipur who paid all the outstanding debts in the country. In
historical term, there is a story that Gunkamdev borrowed money in 723 Sambat to
reconstruct Kathmandu. In the 11th century, during Malla regime, JayasthitiMalla
developed 64 different classes of caste according to their occupation. During that period,
Tankadhari which is a money lender provided debt. "TejarathAdda” was established in
1877 during the tenure of Ranaddip Singh, and it was converted into government
financial institution providing credit facilities to people at low-interest rate of 5 percent.
TejarathAdda distributed credit facilities to the public especially on the collateral of gold
and silver, but it didn’t collect the deposit from the public.

After a long period, the government started to trade with India and Tibet. And the various
indigenous bankers handled even the trade because the transfer of the money could be
safely made only through these bankers. This was even strongly supported by the
situation caused during 1934 earthquake where there was a need of finance for the
reconstruction of works. Reviewing these situations, the Udyog Parishad (Industrial
Development Board) was constituted in 1936. A year after its formation, the Udyog
Parishad formulated the company act and the Nepal Bank Act which established the
Nepal Bank Ltd. with the technical cooperation of the Imperial Bank of India, as the first
commercial bank of Nepal.

After the establishment of this bank, different services like accepting deposits, extending
credit facilities for promotion of trade, rendering customer related services and investing
in government bonds and securities were offered to general public. This bank also
performed agency functions and acted as a banker to the government. In fact, it
conducted all the functions of the central bank (except issuance of paper money) till the
establishment of NRB.

NRB, the Central Bank of Nepal, was established in 1956, to discharge the central
banking responsibilities including guiding the development of the embryonic domestic
financial sector. Its major aims are to regulate the issue of paper money; secure

8
countrywide circulation of Nepalese currency and achieve stability in its exchange rate;
mobilize capital for economic development and for trade and industry growth; develop
the banking system, thereby ensuring the existence of banking facilities and maintain the
economic interest in the general public. NRB also oversee foreign exchanges and foreign
exchange reserves.

Another commercial bank, Rastriya Banijya Bank (RBB), was established in 1965.
Realizing NBL alone could not extend adequate services to the country in terms of
commercial banking. It had a free hand in the commercial business of the country and
this bank solely handled import-export trade. After the establishment of RBB, no new
commercial bank was established for a period of nearly 18 years. To promote healthy
competition among banks, Commercial Bank Act 1974 was amended in 1974. The new
policy allowed joint venture banks with foreign collaboration to operate in the private
sector with the objective of introducing modern banking practices and widen the financial
structure. With the introduction of this policy, different commercial banks were
established.

The Nepal Arab Bank now NABIL Bank was co-owned by the Emirates Bank
International Limited Dubai, the Nepalese Government and the Nepalese public was the
first joint venture bank established in 1984. Similarly, The Nepal Indosuez Bank now
Nepal Investment Bank in 1987 was jointly owned by the French Banque Indosuez Bank,
Nepal Grindlays Bank in 1990 (presently known as Standard Chartered Bank) etc are
some commercial banks in Nepal.

Table 2.1
Different types of bank
Types of bank Number of bank
Commercial bank 28
Development bank 33
Financial institution 25
Micro finance 65

9
2.4 Introduction to commercial bank

Commercial bank is the major sector for upgrading country’s economy. It is the oldest
form of the bank. It is defined as a commercial bank is the one which exchanges money,
accepts deposits, grant loans, and performs commercial function and which is not a bank
meant for cooperative agriculture, industries or for such purpose (Commercial Act,
2006).

In general, bank that performs all kinds of banking business and generally finances trade
and commerce is called commercial bank. Commercial bank are financial intermediaries
that accept deposits from the members of the public who do not have intermediate use for
funds (savers) and lending such funds to those requiring funds for investment
(borrowers). It also transfers fund from one customer to another and provides other
services such as offering advice on a wide range of matters relating to finance.

It has also been defined as commercial bank is a financial institution that operates
currency exchange, money transactions, accepts deposits, advance loans and perform
other commercial transactions which is not specifically established with the objective of
cooperative, agricultural, industrial or any other such kind of specified purpose. They are
those banks, which gathers altogether the scattered savings of the community and arrange
for their productive use and generate profit. They accept deposits from the public and use
the money to help the community by making loans to individuals, organizations,
governments and business. Commercial banks acquire funds from groups of surplus
spending units and making these funds available to the deficit units facilitating the
effective mobilization of resources, which are in return leads to sound economic growth
of the economy.

The main aim of the commercial bank is to earn profit like any other business entity. It
lends a certain percentage of the cash lying in deposits in higher interest rate than it pays
on such deposits. The difference on interest on deposit received and loans advanced are
the main sources of its income. Thus, commercial banks are merely a business engaged in
financial intermediation as well as perform additional functions under strict supervision
and control of the central bank.

1
2.4.1 Functions of commercial banks:
The major functions of commercial banks are listed below:

1. To accept deposits
2. To provide loan and advances
3. To provide general utility functions
4. To provide overseas trading services
5. To provide investment facilities
6. To provide remittance facilities

The list of commercial bank is in appendix I

1
 CHAPTER III

INTRODUCTION TO MACHHAPUCHHRE BANK LTD

3.1 Background

Machhapuchchhre Bank Limited was registered in 1998 as the first regional commercial
bank from the western region of Nepal and started its banking operations from Pokhara
since year 2000. The Bank facilitates its customer needs by delivering the best of services
in combination with the latest state of the art technologies and prudent international
practices. The Bank is the pioneer in introducing the latest technology in the banking
industry in the country. It is the first bank to introduce centralized banking software,
GLOBUS BANKING SYSTEM of Temenos NV, Switzerland. The bank provides
modern banking facilities such as Any Branch Banking, Internet Banking, Mobile
Banking, Safe Deposit Locker facilities, Utility Bill payment (Telephone & Mobile),
ATM (VISA Debit Cards) to its valued customers. Besides these, the Bank is providing
365 Days Banking and Evening Counter services to the customers through many of its
offices.

The Bank has been promoted by highly renowned Non-Residential Nepalese, prominent
business man and industrialists with a vision and dedication to provide the best financial
products and services in the most efficient and professional manner.

Now with a paid up capital of over 8.05 billion rupees, 89 Branch Offices, 46 Branchless
Banking Units and 108 ATMs spread all across the country, it is one of the full fledged
national level commercial banks operating in Nepal. It takes pride in having its own
buildings for its Head and Corporate Office in Lazimpat, and Branch offices in Naya
Bazar, Pokhara, Jomsom, Baglung and Damauli(Machbank, 2011).

1
 Table 3.1
The following are the name of board of directors of MBL

S.N Name post

1 Dr. Birendra Prasad Mahato Chairman
2 Mr. Gopi krishna Neupane Director
3 Mr. Gyan Prasad Karmacharya Director
4 Mr. Roshan K.C. Director
5 Mr. Jaya MukundaKhanal Proffessional Director
6 Mr. Ram Man Shrestha Director Public
7 Mr. Bishwo Prakash Gautam Director Public
8 Mr. Omesh Lal Shrestha Director Public

Table 3.2

The following are the capital structure of MBL

Authorized Capital 10,000,000,000

Issued Capital 3,864,540,000
Paid Up Capital 3,864.540,000

3.2 Vision and mission of MBL

Vision
To become the bank of the first choice of the people

Mission
To be one of the most preferred banks in Nepal, easily recognized as the bank which
satisfies and cares for its customers through quality service, innovative products,
professionalism and wide branch network, offering full array of financial services using
modern technology and with good corporate governance practices.

1
3.3 Objectives

The followings are the objectives of bank:

1. To provide account with attractive features;

2. To increase the deposit volume;
3. To build long term relation with client;
4. To enhance cross selling of banks;
5. To increase deposit mix of the bank;
6. To enhance transaction banking income.

3.4 Products and services

The types of product and services Machhapuchchhre bank offering are:

3.4.1 MBL smart bachatkhata

MBL has come up with different saving account offering numerous benefits to the
customers. Our customers can benefit from our Smart Saving account in the following
ways:
Smart health and Accidental insurance benefits:

1. Accidental Death Insurance upto NPR 500,000 (NPR 500,000 or 5 times of Monthly
Average Deposit whichever is lower)
2. Hospitalization cost upto NPR 100,000
3. Domiciliary cost upto NPR 5,000

Smart features
1. Minimum Balance: NPR 5,000.00
2. Interest Payment Frequency: Quarterly
3. Free Cheque Book and Account Statement on Demand
4. 50% Discount on Locker Charge shall be provided to the customer
5. Free Subscription of internet Banking Facility
6. Free Subscription of MBL Mobile Money (M3)
7. Free Subscription of Debit Card

1
8. Free ABBS Facility
9. Free DMAT Account Opening
10. Free C-ASBA
11. Free Subscription of Credit Card
12. Free Subscription of Mero Share
13. Conversion of Saving Deposit into Fixed Deposit of NPR 50,000 and above (in round
figures of thousands) as per customer's instruction via SMS/Mobile banking
Charges are free for the first year only. Charges as per Standard Tariff of Charges shall
be levied from second year onwards.

3.4.2 MBL student saving account

The best way to teach kids how to deal with finances is to involve them in planning for
their future. MBL Student Saving Khata is targeted towards children from 6 years upto
25 years.
1. Minimum Balance: Zero
2. Interest Payment Frequency: Quarterly
3. Free Cheque Book and Account Statement on Demand
4. Free Email Bank Statement
5. Free Subscription of lnternet Banking Facility
6. Free Subscription of MBL Mobile Money (M3)
7. Free ABBS
8. Free DMAT
9. Free Mero Share
10. Free First Installment of Debit Card
11. Educational Insurance Coverage up to NPR 100,000 in case of death of
parent/guardian
12. Junior ID card to all the account holders with their photo on it
13. 0.25 basis points discounts on processing fee on Education Loan
14. The account Operator of all the minor accounts to be charged after the child attain
majority.
Charges are free for the first year only. Charges as per Standard Tariff of Charges shall

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be levied from second year onwards.

3.4.3 MBL surakshittalabkhata

This deposit scheme focuses on cash/payroll management of various organizations

having wider branch network across country.
1. Interest Payment Frequency: Quarterly
2. Minimum Account Balance: Zero
3. Free Cheque Book and Account Statement on Demand
4. 50% discount on annual locker fee
5. Free Internet Banking Facility, MBL Mobile Money (M3)
6. Free Any Branch Banking Facility (ABBS)
7. Free Debit Card facility
8. Accidental Insurance of NPR 700,000.00 (including partial impairment)
Charges are free for the first year only. Charges as per Standard Tariff of Charges shall
be levied from second year onwards. Discount is applicable for the first year only.
Charges as per Standard Tariff of Charges shall be levied from second year onwards.

3.4.4 MBL online account

Now, with MBL Online Account, Customers can open account from any corner of the
world.

3.4.5 MBL premium saving account

This deposit scheme is aimed towards attracting big individual depositors who are
looking to maximize their earnings with following features:
1. Interest Rate: as decided by ALCO from time to time
2. Interest Payment Frequency: Quarterly
3. Minimum Balance: NPR 1,000.00
4. Free cheque book and account statement on demand.
5. 50% discount on locker charge shall be provided to the customer (for the first year
only).
6. A separate margin account is required for locker and applicable margin charge as per
Standard Tariff of Charges (STC) shall be booked.

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7. Free subscription of internet banking facility, MBL Mobile Money (M3).
8. Free subscription of Debit Card.
9. Free ABBS banking facility.
10. Waiver of 25 basis points for processing fee on consumer loans i.e. home loan and
auto loan.
11. 50% discount on subscription fees of MBL Credit Card.
12. Free DMAT Account
13. Free Online C-ASBA
Charges are free for the first year only. Charges as per Standard Tariff of Charges shall
be levied from second year onwards .Open a Premium Saving Account and start banking
with MBL to enjoy the benefits .We assure our best, efficient and reliable services up to
your satisfaction at all times.

3.4.6 MBL remittance bachatkhata

This deposit product scheme has initiated a new product to meet the service of remittance
payment holders, existing customers and foreign employment seekers.
1. Interest Payment Frequency: Quarterly
2. Account Minimum Balance: Zero
3. Accidental Death Insurance Coverage of NPR 100,000.00 for accounts maintaining
deposits over NPR 1,000.00.
4. Free Internet Banking.
Charges are free for the first year only. Charges as per Standard Tariff of Charges shall
be levied from second year onwards. Open a Remittance BachatKhata and start banking
with MBL to enjoy the benefits! We assure our best, efficient and reliable services up to
your satisfaction at all times.

3.4.7 MBL balbalika bachat khata

This deposit scheme is aimed towards the children up to the age of 15 or below and
targeted towards the parents who wish to perform early financial plan for their children so
that they can save significant amount of fund for secured future.

1. Interest Payment Frequency: Quarterly

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2. Account Minimum Balance: Zero
3. This is a personal saving account opened by the parents of children having age of 15
or below.
4. The account will be automatically converted to the Normal Saving Account once the
children reach the age of 18.
5. Free Internet Banking.

Charges are free for the first year only. Charges as per Standard Tariff of Charges shall
be levied from second year onwards. Visit our nearest branch to open a Balbalika Bachat
Khata and start saving for your child’s future. We assure our best, efficient and reliable
services up to your satisfaction at all times.

3.4.8 MBL normal saving account

This product shceme offers Normal Saving Account (NPR) that can be opened with zero
balance. Our customers can benefit from our saving deposit account in the following
ways:

1. Interest Payment Frequency: Quarterly

2. Account Minimum Balance: Zero
3. Free subscription of internet banking.
Charges are free for the first year only. Charges as per Standard Tariff of Charges shall
be levied from second year onwards.

3.4.9 MBL pewabachat khata

This product scheme is a Personal Saving Account with the focus of providing service to
save the hard earned money of women with the following features.

1. Interest Payment Frequency: Quarterly

2. Account Minimum Balance: NPR 100
3. Only females can open this account. (However, account operator can be male if
accountholder authorizes so)

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4. This account can be opened in the joint name of minor as well. (Minor can be son or
daughter)
5. Free internet banking
6. 50% discount on locker fee

Charges are free for the first year only. Charges as per Standard Tariff of Charges shall
be levied from second year onwards. Discount on Locker facility is for the first year only.
Charges as per Standard Tariff of Charges shall be levied from second year onwards.

3.4.10 MBL salary management account

This deposit scheme focuses on cash management of various organizations across

country. We have specialized ourselves in the Salary Management scheme

1. Interest Payment Frequency: Quarterly

2. Minimum Account Balance: Zero
3. The statement of each staff will be provided every quarter upon request
4. 50% discount on annual locker fee
5. Free Internet Banking Facility, MBL Mobile Money (M3)
6. Free Any Branch Banking Facility (ABBS) in withdrawal and deposit
7. Free Debit Card facility
8. This account shall be downgraded to Normal Saving Account if salary is not received
in the customer’s account for six consecutive months
9. Accidental Death Insurance of NPR 500,000.00 or 5 times of average balance,
whichever is lower

Charges are free for the first year only. Charges as per Standard Tariff of Charges shall
be levied from second year onwards.Discount is applicable for the first year only.
Charges as per Standard Tariff of Charges shall be levied from second year onwards.

3.4.11 MBL samman bachat khata

This deposit scheme aims the elderly ,person of age 50 or over who seeks to safeguard
funds to save for their medical expenses or financial requirement post requirement.

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1. Interest Payment Frequency: Quarterly
2. Minimum Balance: NPR 100.00
3. Only persons more than 50 years are eligible to open this account
4. This account may be opened in the joint name with immediate family members
whose age is more than 50 Years
5. This account can be opened in local currency only
6. Free Internet Banking
7. 50% waiver on annual charge of Locker Facility
8. Free ABBS facility

Charges are free for the first year only. Charges as per Standard Tariff of Charges shall
be levied from second year onwards.Waiver for the annual fee is for the first year only
and charges as per standard tariff of charges shall be levied from second years onwards.

3.4.12 MBL shareholders saving account

This saving deposit scheme aims to serve the banking need of shareholders by providing
them with complete financial solutions

1. Interest Payment Frequency: Quarterly

2. Minimum Balance: Zero
3. Free ATM/Debit Card facility
4. Free ABBS facility
5. Free Internet Banking
6. 50% discount on annual charge of Safe Deposit Locker
7. Free online subscription of Mero Share Service
8. Free DEMAT Account Opening
9. Free ASBA service

Charges are free for the first year only. Charges as per Standard Tariff of Charges shall
be levied from second year onwards. Open Shareholder's Account and start banking with
your own MBL to enjoy specific benefits.

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3.4.13 MBL uchha sikshyanikshep yojana

This deposit scheme deposit aims to encourage parents to start saving for their children
earlier which sums up to make big difference when children reaches to the age of 18 for
their children’s college education.

1. Interest Payment Frequency: Quarterly

2. Minimum Account Balance: NPR 16.00
3. This is a Personal Individual Deposit Account opened on behalf of individuals below
14 years of age by their parents/guardians
4. This account can be opened in local currency only
5. The account shall mature after child reaches 18 years of age. The balance will be
transferred to the normal saving account upon maturity of the account
6. If the account is closed within two years, the interest for the whole tenure will be
computed at the prevailing normal saving account
7. Free Internet Banking
8. 50% discount on locker service

Charges are free for the first year only. Charges as per standard tariff of charges shall be
levied from second year onwards. waiver on charges is applicable for the first year only.
Charges as per the standard tariff of charges shall be levied from second years onwards.
Visit our nearest branch to open uchhashikshanikchhepyojana and gain the unique
benefits.

3.4.14 MBL yuba bachat khata

With the motive of saving early and saving more, yubabachatkhata is a saving account
scheme focused towards youths with the following features

1. Interest Payment Frequency: Quarterly

2. Minimum Balance: NPR 100.00
3. Targeted towards youth (age between 18-40)
4. Free Internet Banking

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Charges are free for the first year only. Charges as per Standard Tariff of Charges shall
be levied from second year onwards. Visit our nearest branch to open a yubabachatkhata
and gain the benefits.

3.4.15 MBL call deposit

This product scheme aims to offer its account holders advantages of both a savings and a
current account.

1. Can be opened in Nepalese Currency as well as in Foreign Currency

2. Interest Payment Frequency: Quarterly
3. Minimum Balance: Negotiable
4. Account Statement on demand
5. Unlimited deposit and withdrawal facility

Charges are free for the first year only. Charges as per Standard Tariff of Charges shall
be levied from second year onwards.

3.4.16 MBL current deposit

This deposit scheme is also referred as checking deposit which provides flexibility of
withdrawal without any terms and conditions.
Account can be opened in the names of Individuals (singly or jointly), Proprietary
Concerns, Partnership Firms, Companies, Corporations, Trusts, Government Agencies
and other Organizations .Opening a current account with MBL is simple. Just you need to
fill up the prescribed (below) documents, sign on the Signature cards and minimum
balance as specified by the bank from time to time; your account will be opened instantly
.The general features of our Current accounts are:

1. There is no restriction for number and amount of transactions

2. Allowed to deposit and withdraw funds from any branch of MBL
3. Account is operated by cheque
4. Automatic funds transfer to and from call deposit account as per arrangement
5. Collection of Cheques, Draft, Bills, etc. as per instructions of the customer

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6. Standing Instructions of the customers are accepted
7. Facility of Internet banking services
8. Can be opened both in Local currency and foreign currencies
9. Loan and Overdraft facilities are granted through current accounts
Open a current account and start banking with MBL to enjoy the benefits.

3.4.17 Fixed deposit

Fixed Deposits are accepted for minimum 3 months and maximum for any period agreed
upon. Interest will be paid quarterly, or as agreed at the time of deposit. The interest of
the deposit can be credited to Current account or Saving account, as the case may be.
Fixed Deposits can be opened with minimum amount of Rs. 50,000/-.We offer
competitive Interest rates in Fixed Time deposits and also provide liquidity at your needs.

3.4.18 Loan products

Machhapuchchhre Bank offers a wide range of loans to meet your diverse financial
needs. We best to fulfill your financial needs whether it is for a new house, new cars,
education, business purpose which will enable you to convert your dreams to realities.
The different loan products that bank offers are MBL Care Credit,Loan Against Shares
(Margin Lending), Home Loan, SME Loan, MBL Privilege Loan, MBL Hire Purchase
Loan ,MBL Micro-Lending (DSL), MBL Mortgage Loan, Working Capital Loan, Term
Loan, Loan Against Securities, Education Loan, Packing Credit, Trust Receipt.

3.4.2 Types of services

3.4.2.1 Digital banking service

Machhapuchchhre Bank provides various Alternate Banking Channels like ATM, Debit
Card, Credit Card, Mobile Banking, Internet Banking, Branchless Banking Unit, POS and
many new customer centric products. These Products helps customer in banking saving
their time without actually walking into the branch. The different types of digital banking
services that MBL offers are internet Banking, MBL Mobile Money (M3), MBL Dollar
Prepaid Card, Branchless Banking Unit, ATM, MBL Visa Credit Card, MBL Visa Debit
Card.

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 CHAPTER IV

ANALYSIS OF ACTIVITIES PERFORMED

4.1 Background

The main objective of internship program was to learn the works that takes place
everyday in the banking sector. The bank has different departments but for the whole
internship period intern was placed in Customer Service Department. However the
opportunity to work under different department was very fruitful for the intern as the
intern got an overview of the entire major task undertaken at respective department even
in short span of time. The general activities for an intern at the customer service
department was opening account of the customer, distributing ATMs, issuing cheque
book, and providing various information about the products to the customers.

4.1.1 Customer service departments

Customer Service is the front desk of any organization. It provides all necessary
information to the customers. For any organization, it is the main and most important
department which needs to deal with customer more than any department in the bank. It
is one of the busiest departments in the banks and it is the very place which makes an
early impression to the clients. The image and reputation of the bank depends upon
effective functioning of this department. It is the first place where the customers first get
the service. As different activities such as opening new accounts of customers, closing
existing account, issuing cheque books, balance inquiry and providing statements, issuing
debit cards, etc. are performed.

It is very important to know that the highly satisfied customer becomes loyal and buys
the organization’s new products, pays less attention to competing branch and is less
effective to price. Having a significant number of this kind of customers is only possible
through the efficient functioning of Customer Service department of any organization. It
would then not be in appropriable to say that this department is the key to success of any
organization.

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Customer service is a very important aspect in a business because it focuses more on the
ideas of customer feedback and outputs as they are exposed with your product or
services. Customer service is an essential part of the business team and in fact, some
business do have their own customer service department which aims to aid customers on
their concerns, queries, suggestions and complaints. Customers are the center of the
business that is why one department should be established so to enable to hear their voice
and improve the sales, quality of service and delivery of efficient customer service
whether you are selling a product or a service.

Customer service can be maximize by using Convenient Days and Hours of Operation,
using new technology, excellent online service, customer service training and by using
other techniques and equipment. Excellent customer service can improve the bank's
ability to lure affluent prospects, elevate the bank's profitability, lower bank operation
costs, and create greater customer loyalty. When a bank invests in training its customer
service staff, impressive results may follow.

4.1.2 Activities performed

MBL focuses mainly on the deposit collection. Advancing loan was also performed but to
some extent due to liquidity crunches. Loan department was busy to the earlier
transaction of the loanee.CSD was most active department among all. Dealing with
different sorts of request from client like new cheque order, balance enquiry, ASBA
procedure for share apply, account opening, information delivery, online screening,
updating information etc. are performed at CSD.
The followings are the major activities performed in CSD:

4.1.2.1 Customer counseling

1. Understanding the need of customers and determining the purpose of the visit
2. Forwarding the customer to the concerned department as per their need
3. Providing suggestion about the suitable deposit product for the customer
4. Making the customer aware of the benefits and services available
5. Informing the customers about the minimum balance required and service charges.

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6. Counseling about the various services provided by the banks and convincing about
the utility of such services.

4.1.2.2 Account operation

It can be categorized into account opening and account closing as described below.

4.1.2.2.1 Account opening

The activities involved in account opening are highlighted below:

1. Providing the account opening form along with the signature specimen card
2. Verifying details in the account opening form by verbal queries with customer
3. Cross matching details and forwarding the document for approval from the
supervisor.
4. Requesting the customer to deposit the amount by filling up the deposit slip
5. Photo and signature card scanning and entering into the
software Requirement to Open New Account:
Customers are required to fulfill some basic requirement before they open their account.
Those requirements are mentioned below:

4.1.2.2.1.1 For personal account

1. Personal Identification ( Citizenship Certificate and 2 copies of photography/ 3 if the

person is illiterate)
2. Nominee Declaration (If any)

4.1.2.2.1.2 For minors

Guardianship to be verified with related documents:

4.1.2.2.1.3 For partnership account

1. Letter of Partnership duly signed by all partners

2. Copy of the Partnership duly signed by all partners
3. Copy of the Partnership Agreement
4. Certified copy of Partnership Registration

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5. Account of Corporate Bodies
6. Copy of Memorandum and Articles of Association of the Company
7. Resolution of Board of directors to open and operate an account
8. List of directors duly signed by respective dir ectors with home address and phone
numbers
9. Certificate of commerce of commencement of business
10. List of Office Bearers
11. Name and signature of persons authorized to operate the account
12. Copy of the registration certificate.

Whether it is the current account or saving account, it has followed certain procedure.
The procedures of both the accounts are moreover similar.
1. Filling up of account opening form with the specimen/signature card and KYC form.
2. Verification of the form by checking whether each attribute required is properly filled
or not.
3. In the case of the current account, attributes are the name of the firm or individual,
PAN/VAT no, minute, the stamp of the firm, etc.
4. In the case of saving the account, attributes are the name of the individual, citizenship
no or license no etc.
5. Verification of the form and the documents by the senior authority.
6. Generation of the account number by the system.
7. Communication of account number to the customers.
8. Filling deposit slip of balance required.
9. Record in the ledger book with required details

4.1.2.2.1.4 Nominee form

1. Photography of the nominee

2. Signature and thumb print of the nominee of members.

4.1.2.2.2 Account closing

The activities involved in account closing are described below:

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1. Asking the customers about the reason for closing account and convincing the
customer not to close account as far as possible by suggesting the alternative services
available
2. If the customer is willing to close his account, then providing the account closing
form and getting it cleared from all the department ‘without any objection’
3. Informing the customer about the charges levied
4. Collecting the belonging-related to account i.e. cheque book, ATM card, pass book if
any
5. Finally, the account is closed by handling the cash to the customer after debiting the
account closing charge
6. Above described activities for account opening and closing, procedures can be shown
in the series of steps.

4.1.2.3 Cheque book distribution

Cheque books are strictly handed over to the account holder only after getting the cheque
disbursement register signed by the account holder, in person. However, the cheque
requisite slip can be collected for the bearer, not necessary the account holder. Minimum
balance required to issue a cheque book for saving account is rupees three thousand and
that for the current account or call account is rupees five thousand.
Procedure for Issuance of Cheque Book
A cheque book is issued for a new account and for existing account holder on requests.
For new cheque book by submitting their cheque requisition. And the process includes:
1. The account holder should be present while receiving cheque book
2. If the account holder is not able to present to collect the cheque s/he can assign the
agent by providing agents name and signature in requisition slip
3. A number of leafs for the new account are provided as per the bank rule (10 leaves
initially) and for old account number of leafs are provided as per the customers
demand
4. Once chequebook becomes ready need to make the entry in the chequebook issue
register

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5. Cheque book needs to be finally rechecked at the time of handing over to the
recipient

4.1.2.4 Locker

The valuable ornament and other valuable to its locker box very safely. The Locker
provides protection for valuable commodities like jewels, medals, rare stamps and
negatives for important photos and valuable documents like insurance policies, birth
certificates, deeds, leases, contracts, bonds, CDs, etc. in the case of fire or theft. Lockers
are miscellaneous services provided for safety and security of important and valuable
items.

MBL provides various lockers of various prices that depend according to the size of the
locker. Only the authorized person can enter into the locker that is supported by Code
word given to the respective customer. It prohibits entry of unauthorized person entering
into the locker.

Activities performed under this department are highlighted below:

1. Registering date, time and signature in ledger according to application number
2. Finding key and opening locker according to locker number
3. Renewing locker for an expired date from account debiting the amount.
4. Checking balance in every account of customer to maintain minimal locker amount.
5. Letting customers use their locker wih signature and also registering the time in and
time out of the customers.

4.2 Overall functions and responsibilities of the customer services department

The functions of CSD can be summed up as in the following points below

1. To help the customer to fill the form of Account opening, Account closing, SMS
banking, E-banking, counter cheque, good for payment and balance certificate etc.
and recording them to their respective files
2. To look after the customer who have complaints about the services and solve the
problem they have faced if it can be done immediately
3. To issue the Balance statements of the Account Holders

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4. Suggesting the customers about the new products and its benefit
5. To verify all forms that has been filled by the clients before entering them to the
system
6. To handles the incoming calls and outgoing calls
7. To put all the forms of the customer in the respective file
8. Enquiring their available balance
9. Customer reception and attending to their needs
10. Managing the various forms and voucher such as different new account opening
forms, etc
11. Entering the personal information
12. Disseminating information related to various banking products and services that are
available to satisfy needs of customers
13. Helping the customers to open the new account and the forms are filled up precisely
as per the needs
14. Scanning the signature and photograph of the customers (stamps as well in case of the
account of the companies)
15. Maintains the record to total number of the cheque requisition issued by the
customers and preparing the cheque book
16. Providing the bank statement to the customers to see their transaction being taken
place
17. Providing important message to the customer, maintains good communication to the
customers
18. To handle the job of ATM from its request to its issue
19. To perform all the work of photocopying and scanning of account opening forms
20. To search the files of the Customers
21. To guide the customers who are related to the other departments
22. Providing the necessary voucher as their required
23. Filling the pass book if they request us.

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4.3 Problem solved

1. Due to different kinds of system errors, dissatisfied customers arrive at the bank staffs
and this kind of problems is to be handled by the employees
2. Most of the customers faced the problems due to the wrong information provided by
other customers or due to the incomplete information. So, complete and accurate
information were provided to those customers and solve their problems
3. While working in some departments, there were misplaced and missing documents
and files. The staff needed those files for updating or reviewing as per the situation.
The intern helped in looking for those files and found them for the employees
4. There would be calls from customers with their own queries. So, the intern attended
to such calls and answered their queries.

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 CHAPTER V

CONCLUSION

5.1 Lesson learnt

The internship period of eight weeks has proven the fruitful moment for the intern to
know about the banking operations of MBL. This internship has been fruitful in many
ways. It helped the intern to know about the banks operations.

This internship program have given information about a lot of other aspects other than
banking as to socialize with the people, to deal with the senior staffs, and to deal with
intern colleagues so as to make the working environment cozier and friendlier. And, also
it is known that the behavioral issues are most important inside the organization.
Customers feel satisfied when they are behaved properly. Their queries are needed to be
answered in a friendly way so as to retain them in the organization.
Some other lessons that intern learnt during the period of internship are listed as below:
1. The intern learnt about working in groups
2. The intern learnt different performed in CSD activities
3. The intern learnt to respect work and observed that staffs in the bank are doing their
work by themselves regardless of their position
4. Being positive in every aspect is another lesson learned by the intern
5. The intern also learned the behavior to present with the customers as they possess the
different nature and types and there by learnt to deal with them accordingly
6. The intern also learned to deal with the senior staffs, and to deal with intern
colleagues properly
7. The intern got opportunity to be familiar with the organization’s culture and be
sincere with the job that has been assigned
8. The intern also learned the importance of motivation in the work place to keep the
employees more far sighted and innovative rather than productive
9. The intern has also learned the importance of time and punctuality
10. The intern learn about the supporting devices like printer , scanner etc
11. The intern learnt about complaint handling procedure.

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5.2 SWOT analysis

SWOT analysis is one of the major tools for analyzing organizational internal as well as
external environment. The internal environment provides strength and weaknesses
whereas the external environment provides opportunities and threats to the organization.
Thus, the organization uses its strength to grab opportunities and minimize threats. Most
of the organizations use this tool to formulate plan, policies, and strategies for achieving
goals. The SWOT analysis of Customer Service Department of MBL, New Baneshwor
can be listed as follows:

Table 5.1
SWOT analysis

Strength Weakness
1. Good team 1. Low interest rate on deposits
2. Diversified product and service offered 2 .Late distribution of ATM cards

3. Experienced human resources 3. Less number of deposit services as compared to other banks
4. Efficient management system 4. Unable to become bank of the year

Opportunities Threats
1.Increasing profitability 1. Financial capabilities
2.Increasing client 2. Emerging bank and financial institution
3.MBL credit card 3. Instable political situation
4.Updated product and services

5.3 Conclusion

During whole period of internship and the preparation of this report the intern learnt a lot
about the banking sector and banking operation, about MBL in particular. The internship
has been fruitful in many ways to the intern. The intern knew only little bit about the
banking earlier, but internship has helped me to know about the banks and its operation.
This report in particular has made the intern to know about the various kinds of the
deposits that the MBL has been offering.

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During internship the intern have learnt a lot of other aspects other than the banking as to
socialize with the people, to deal with the senior staffs, and to deal with the intern
colleague so as to make the working environment cozier and friendlier. The intern have
also learnt that the behavioral issues are most important inside the organization.
Customer feel satisfied when they are behaved properly. Their queries are needed to be
answered in a friendly way so as to retain them in the organization. The intern found out
that there are enough opportunities for the commercial banks in Nepal to increase their
service and should help to cover or increase large number of customers. Bank also has
enough opportunities for expansion of branches.

This internship platform has provided the intern an opportunities to apply my full fledge
theoretical knowledge to be compare it with real base practical knowledge. As laymen
understanding, firstly the intern thought working at banks seems very easy but later Ithe
intern found it as very different as the intern got chance to overlook it more closely and
have a talk with employees. Employees have to move with very hectic schedule from
early 9.30 A.M to late 5.30 P.M. In case of cash sort employees need to balance the
figure and only they can leave from bank. Every transaction needed to be mailed to
corporate office and finally when the mail get authorized from the corporate office they
will be free from their liabilities. Thus actually it is very difficult job to be performed.

Lastly, it can be concluded that MBL is excellent in term of their services despite with
some pros and cons with the issue related to customer satisfaction. MBL is one of the
most promising banks today and have an opportunity to increase their market share by
improving their customers satisfaction by overcoming their weakness and doing their best
to retain quality services.

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https://www.machbank.com/

Tribhuvan University. (n.d.).

Tribhuvan University. (2006). Tribhuvan University. Retrieved from Tribhuvan

University Web site: https://tribhuvan-university.edu.np/

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 Appendix I
List of commercial bank

1. Nepal Bank Ltd. (NBL)

2. Rastriya Banijya Bank Ltd. (RBB)
3. Nabil Bank Ltd. (NABIL)
4. Nepal Investment Bank Ltd. (NIBL)
5. Standard Chartered Bank Nepal Ltd. (SCBNL)
6. Himalayan Bank Ltd. (HBL)
7. Nepal SBI Bank Ltd. (NSBI)
8. Nepal Bangaladesh Bank Ltd. (NBB)
9. Everest Bank Ltd. (EBL)
10. Bank of Kathmandu Lumbini Ltd. (BOK)
11. Nepal Credit and Commerce Bank Ltd. (NCC)
12. NIC ASIA Bank Ltd. (NIC)
13. Machhapuchhre Bank Ltd. (MBL)
14. Kumari Bank Ltd. (Kumari)
15. Laxmi Bank Ltd. (Laxmi)
16. Siddhartha Bank Ltd. (SBL)
17. Global IME Bank Ltd. (Global)
18. Citizens Bank International Ltd. (Citizens)
19. Prime Commercial Bank Ltd. (Prime)
20. Sunrise Bank Ltd. (Sunrise)
21. NMB Bank Ltd. (NMB)
22. Prabhu Bank Ltd. (PRABHU)
23. Janata Bank Nepal Ltd. (Janata)
24. Mega Bank Nepal Ltd. (Mega)

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25. Civil Bank Ltd. (Civil)
26. Century Commercial Bank Ltd. (Century)
27. Sanima Bank Ltd. (Sanima)