GENERAL BANKING PRACTICES

OF

RASTRIYA BANIJYA BANK LIMITED

By

PRATIKSHYA SIMKHADA

People's Campus

Symbol no: 13988/14

T.U. Regd. No.: 7-2-271-401-2014

An Internship Report Submitted to

Office of Dean

Faculty of Management

Tribhuvan University

In partial fulfillment of the requirements for the degree of

Bachelor of Business Administration (BBA)

Kathmandu

August, 2018
 FACULTY OF MANAGEMENT

TRIBHUVAN UNIVERSITY

APPROVAL LETTER

This is to certify that the internship report

Submitted by:

Pratikshya Simkhada

Symbol no: 13988/14

T.U. Regd. No.: 7-2-271-401-2014

Entitled:

GENERAL BANKING PRACTICES OF

RASTRIYA BANIJYA BANK LIMITED

I certify that I have read this document and in my option it is satisfactory in scope and
quality as internship project report in partial fulfillment for the undergraduate course
of BBA program held in People’s Campus, Tribhuvan University.

…...................................................

Mr. Niraj Mishra

Supervisor

August, 2018
 RECOMMENDATION LETTER

This is to certify that this Internship Report has been prepared as approved by this
Campus. This intern report is forwarded for examination

Submitted by:

Pratikshya Simkhada

Symbol no: 13988/14

T.U. Regd. No.: 7-2-271-401-2014

Entitled

“GENERAL BANKING PRACTICES OF RASTRIYA BANIJYA

BANK LIMITED”

……………………….

Chhatra Mangal Bajracharya

Campus Chief

People’s Campus
TO WHOM IT MAY CONCERN
 DECLARATION

This is to certify that the internship report entitled “General Banking Practices of
Rastriya Banijya Bank Limited” under the guidance of Niraj Mishra in partial
fulfillment of the requirements for the degree of Bachelor of Business Administration
at Faculty of Management, Tribhuvan University has been completed. This is the
original work and have not submitted earlier elsewhere.

Signature:
Name: Pratikshya Simkhada
August, 2018
 ACKNOWLEDGEMENT

This report has been prepared for the partial fulfillment of course curriculum of
Bachelors of Business Administration under Tribhuvan University .First and foremost
I would like to express my sincere thanks to Peoples Campus Management for
guiding me to gain precious knowledge before entering into the internship report.
Moreover, I am very much obligated to the management of Rastriya Banijya Bank
Limited for giving me this golden opportunity to work in such a prestigious and well-
functioning bank of Nepal. Likewise I would like to thank all the staffs of CSD,
Cheque and ECC department of RBBL for providing me a chance to work with them
at main branch office, Bishal Bazar. My Internship period in bank has enriched me
with valuable knowledge and experience about functioning in banking sector which
would not have been possible without the proper guidance of all the staffs of
respective departments.

I would like to extend my sincere gratitude to Pawan Regmi (Branch manager,

Buddhi Krishna Maharjan, Bhawana Baidya Shrestha, Ramesh Napit, Sundar Bhattu
for supervising and instructing me at work. With their friendly and helpful behavior,
they have created an enjoyable learning and informative working environment. I
would also like to thank all the staff of RBBL. I am equally very thankful to all the
teachers for providing suggestions and help whenever needed. My special thanks go
to Niraj Mishra (Supervisor) for his guidance during the preparation of my report. At
last but not least, I am greatly indebted to my friends who were a helping hand during
the preparation of this report.

Sincerely,

Pratikshya Simkhada
 TABLE OF CONTENTS
COVER PAGE..........................................................................................................................i
APPROVAL LETTER..............................................................................................................ii
RECOMMENDATION LETTER............................................................................................iii
TO WHOM IT MAY CONCERN...........................................................................................iv
DECLARATION......................................................................................................................v
ACKNOWLEDGEMENT.......................................................................................................vi
TABLE OF CONTENTS........................................................................................................vii
LIST OF TABLES...................................................................................................................ix
LIST OF FIGURES..................................................................................................................x
ACRONYMS...........................................................................................................................xi
EXECUTIVE SUMMARY.....................................................................................................xii
INTRODUCTION..................................................................................................................31
1.1 Background of the Report.............................................................................................31
1.2 Objective.......................................................................................................................31
1.3 Methodology.................................................................................................................32
1.3.1Sources of Data Collection......................................................................................33
1.3.2 Organization Selection...........................................................................................33
1.3.3 Placement...............................................................................................................33
1.3.4 Duration of Internship............................................................................................33
1.4 Activities Performed in the Bank..................................................................................34
1.5 Limitations of Internship...............................................................................................35
CHAPTER II..........................................................................................................................35
INTRODUCTION OF THE INDUSTRY...............................................................................35
2.1 Meaning of Bank..........................................................................................................35
2.2 History of Banking in Nepal.........................................................................................36
2.3 Concept of Commercial Banks.....................................................................................37
2.3.1 Commercial Banks in Nepal..................................................................................38
2.3.2 Functions of Commercial Banks in Nepal..............................................................38
2.3.3 Present Scenario of Nepalese Banking Sector........................................................39
CHAPTER III.........................................................................................................................41
INTRODUCTION OF THE ORGANIZATION.....................................................................41
 3.2 Vision-Mission-Objectives...........................................................................................42
3.2.1 Vision........................................................................................................................42
3.2.2 Mission..................................................................................................................42
3.2.3 Objectives..............................................................................................................42
3.3 Corporate Social Responsibility of RBBL....................................................................43
3.4 Financial Analysis of RBBL.........................................................................................43
3.5 Major Products and Services of RBBL........................................................................44
3.5.1 RBBL’s Products...................................................................................................44
3.5.2 RBBL’s Services....................................................................................................46
e. Remittance......................................................................................................................48
3.6 SWOT Analysis............................................................................................................48
CHAPTER IV.........................................................................................................................50
ANALYSIS OF ACTIVITIES PERFORMED AND PROBLEM SOLVED..........................50
4.1 Customer Service Department (CSD)...........................................................................50
4.1.1 Analysis of Daily Activities...................................................................................51
4.1.2 Procedure for opening new account:......................................................................53
4.1.3 KYC Update.........................................................................................................54
4.1.4 Procedures to close an account...............................................................................55
4.1.5 Distribution Activities............................................................................................55
4.3 Activities Performed in Clearing Department...............................................................56
4.4 Activities Performed in Cheque Department.................................................................56
4.5 Problem Identified and Solved......................................................................................57
4.6 Possible Solutions to the problems................................................................................57
4.7 Observed gap................................................................................................................58
CONCLUSION AND LESSON LEARNT.............................................................................59
5.1 Conclusion...................................................................................................................59
5.2 Lesson Learnt................................................................................................................60
5.3 Recommendation..........................................................................................................61
Bibliography
 LIST OF TABLES

Table 1. 1: Sources of Data............................................................................................3

Table 1. 2: Internship Duration and Placement..............................................................5

Table 2.1: Nepalese Financial Institution……………................................................12

Table 3.1: Financial Indicators of RBBL (Third Report 2074/75)..............................18

Table 3. 3: SWOT Analysis of RBBL.........................................................................24

 LIST OF FIGURES

Figure 3. 1: RBBL Deposit Products...........................................................................19

Figure 3. 2: RBBL Credit Products..............................................................................21

Y
Figure 4. 1: Flow Chart of new A/c Opening Procedure.............................................31

Figure 4. 2: Flow Chart of A/c Closing Procedure......................................................33

 ACRONYMS

A/C : Account

ABBS : Any Branch Banking Service

ATM : Automated/Automatic Teller Machine

BAFIA : Banking and Financial Institution Act

BBA : Bachelor of Business Administration

BOD : Board of Directors

CEO : Chief Executive Officer

CSD : Customer Service Department

KYC : Know Your Customer

MICR : Magnetic Ink Character Reader

NRB : Nepal Rastra Bank

RBBL : Rastriya Banijya Bank Limited

TU : Tribhuvan University
 EXECUTIVE SUMMARY

Rastriya Banijya Bank Limited is one of the government owned commercial bank of
Nepal which was established in 2022 B.S with the aim of agricultural financing in
each and every corner of Nepal. The head office of the bank is located in Singha
Durbar, Kathmandu. The mission statement of the bank is to provide easy and
innovative banking products and services for our customers by implementing one stop
service concept from our wide network using our modern technology qualified human
resources in competitive environment. We always look for the benefit of the local
communities supporting entrepreneurship, social responsibility and economic
prosperity of the nation. Likewise, the vision of the bank is to provide innovative
banking services to everyone, every time and everywhere for the economic
development of the nation. I choose to perform my internship at banking industry to
better understand the role of banks in the economy of the nation. Through the
environment analysis, banking industry is only one of the major industries, which is
able to place as a strong investment sector despite of large competitor base. If we
look after the current scenario and market then, about the banking sector of Nepal
there are all together around twenty eight, commercial bank in Nepal. Among them
all these commercial banks are running on profit compared to other industries.

Internship at RBBL for eight weeks had been one of the most significant internship
experiences. Although it’s my first internship, it had helped me to analyze my internal
strength and weakness and developed me professionally. During this internship, I
worked mainly on CSD, ECC and Cheque which helped me to interact with real
world scenario. With continuous hard work and effort during this period, I was able
to develop good relationship with RBBL staffs and management as well as with other
unknown faces. This experience taught me importance of personal relationship and
consequently, helped to develop interpersonal relationship as well as communication
skills.
 CHAPTER I

INTRODUCTION

1.1 Background of the Report

The Internship program is one of the important components of the T.U four
year BBA program. It provides the platform for the BBA aspirant to self-evaluation
of them in the practical business world and moreover act as feedback forum for the
policy makers of the Tribhuvan University to revise the course as per the
requirement internship provides a student's hands-on work experience in a particular
organization and field.

The BBA program has incorporated eight weeks internship program with a view to
developing students’ skill in object-oriented business management, capable of
understanding and solving real life business related problems. This report is
prepared on the basis of careful study and the work done in the bank as an intern
referred by college “People's Campus”. The report focuses on functioning of branch
bank and how the works are carried there. The major functions of this branch are
deposit, account opening, withdrawal, loan making, clearance of cheques, remittance
and collecting cash on behalf of its clients, opening bank draft etc. The entire major
operational are performed using the software named PUMORI PLUS III which is
developed by Mercantile Office Systems, Nepal.

Thus, the internship has proved to be a wonderful and enlightening experience for
me. Not only did I get the golden opportunity to gain practical, on-the-job
experience but I also got to utilize my conceptual knowledge and enhance my
managerial skills.

1.2 Objective
The major objective of internship program is to acquire learning as well as working
experience and gain practical exposure in the real-life working situation. The main
objective of the program is to analyze the activities being carried out in the banking
industry and enhance knowledge and practical skills during that period, also to be
adapted in the real life working environment. The other specific objectives of the
study are:
  To learn about the overall function of different departments of RBB namely
Customer Service Department, Cheque Department and Clearing
Department.
 To develop the knowledge based, skill based and behavior based learning
through different department.
 To identify the various services and facilities rendered by bank.
 To develop the communication skills and interpersonal skills by
communicating with the customers in the CSD.
 To learn the process of account opening, account closing, cheque issuing,
electronic cheque clearing, delivering of ATM and its pin.

1.3 Methodology
Research methodology is a systematic investigation on a particular subject matter. It
is a study of material and source in order to establish facts and reach a new
conclusion. Internship is a sequential procedure that requires a number of steps to be
completed. This section of internship report highlights the steps that the internee
followed to complete the provision as prescribed by the Faculty of Management
(FOM).
The methodology of Internship can be summed up into the following steps:

 Sources of data collection

 Organization selection

 Placement in Different Divisions

 Duration in Each Division

 Activities Performed in Each Division

The internee selected Rastriya Banijya Bank Limited Main Branch Office,
BishalBazzar Branch to carry out internship for a period of two months. During the
tenure of internship, the internee collected information from both primary and
secondary sources. Internee interacted with the employees to get necessary insights
upon the operation of RBBL.
After the collection of information, the internee analyzed the information from
financial, operational, and interpersonal perspective. The analyzed information was
presented to prepare the final report
1.3.1Sources of Data Collection
Table 1. : Sources of Data

Sources of Data
Primary Sources Secondary Sources
Internal Sources External Sources Internal Sources External Sources
 Verbal  Opinions from  Annual Reports of RBBL,  RBBL related article
communication with different people Files, Register and published in different
manager and staff. (teachers, seniors, Computer Data , newspaper and
  Interaction with the colleagues)  Official Website of bank magazines
customers of RBBL

1.3.2 Organization Selection

Being a student who has specialized in financial courses in the Seventh and Eighth
semester of our BBA, I had to select a financial institution which could help me
broaden my spectrum of knowledge about the banking, business and financial
sector. So, I decided to choose Rastriya Banijya Bank for doing my internship. I
thought that it would give me an opportunity to realize my theoretical knowledge
into practical field.

There were various alternatives available for the interns to perform the internship.
At the time of selection of procedure of the organization for internship, the Main
Branch Office was chosen as intern place as of its prime location and nearer to my
residence.
The internship in Rastriya Banijya Bank Limited (RBBL) was possible only after the
internee dropped the recommendation letter of the college, along with curriculum
vitae, to the Head Office of Rastriya Banijya Bank at Singha Durbar Plaza and after
few days internee was assigned to join Main Branch Office, BishalBazzar for
internship of two months.

1.3.3 Placement
Internee started the internship from 22ndJestha, 2075. During the entire period of two
months of placement, internee was placed in three departments, viz: Customer
Service Department, Cheque Clearing Department, and Cheque Issuing Department.
The assigned duties and was supervised by the respective department heads.

1.3.4 Duration of Internship

The duration of internship has been defined for eight weeks or 6 credit hours of
working time at the organization by Tribhuvan University (T.U.), Faculty of
Management (FOM). The internee, however, engaged herself for a period of two
months from 22nd of Jestha at RBBL, Bishal Bazzar Branch. It was an opportunity
for the internee to learn and develop administrative, interpersonal, managerial and
behavioral skills in the real working environment. Duration and placement of the
internee, during the internship tenure, in different departments are shown in Table
1.2

Table 1. 3: Internship Duration and Placement

Department Weeks
Customer Service Department 3 weeks
Electronic Cheque Clearance 2 weeks
Cheque Issuing Department 3 weeks

1.4 Activities Performed in the Bank

The internee assisted the bank for two months by carrying out various activities
under the supervision of department head. The activities performed by the internee
in various departments have been mentioned here with:

a. Customer Service Department (CSD):

 Account information rendering

 Dealing with customer and providing information to them.

 Opening/ Closing of bank account

 Bank statement printing

 KYC updating

 Customer Support System (Assistance to customers through interaction)

 Helping them in filling up vouchers deposits.

 Issuing of cheque books, ATM cards, account statements and balance

certificate.

b. Cheque Clearing Department:

 Electronic Cheque Clearing (ECC)

 Express cheque present

  Normal cheque present

c. Cheque Department:

 Printing of cheque

 Issuing of cheque

1.5 Limitations of Internship

 Due to the time constraints and scope of the study, the study bounded under
the certain limitations which are as follows:

 There is presence of confidentiality. Internee isn’t provided the privilege of

transparency among information regarding the organization.

 The study is limited to data and information available and lacks overall study
which may not provide concrete results.

 It is based on the personal understanding of the internee regarding the bank’s

operation.

 Due to confidentiality reasons, all the data and facts of the organization was
not provided.

 The validity of the report depends on the validity of the information provided
by the concerned authorities.
 CHAPTER II

INTRODUCTION OF THE INDUSTRY

2.1 Meaning of Bank

The origin of the “Bank” is linked to: Latin word “bancus”, Italian word “banca”,
French word “banque”, which all means a bench. Previously Goldsmith used to
perform the monetary task sitting on the bench not in the market. So, these words
were used to denote to monetary transactions. With the change in the time, the
meaning and function of bank gradually changed.

Now days, the World Bank refers to those institutions which are established under
law for dealing with monetary transactions. It means those institutions are treated as
bank which accept the deposit of public and grant loan to the needy person or
businessmen or industrialists against security deposit. Simply saying bank is a
financial institution. It conducts general utility and agency functions and works as
medium of exchange. Any institutions offering deposit subject withdrawal on
demand and making loans of a commercial a business nature is a bank.

Definition based on deposit collection: According to World Bank, “Banks are

financial institutions that accept funds in the form of deposit repayable on demand
or in short notice”.

"Bank is a financial institution, which provides financial services that may be in the
form of accepting deposits, advancing loan, providing necessary technical advices,
dealing overt foreign currencies, remitting funds, etc." (Nepal Rastra Bank Act
2002)
Thus, a bank performs a highly appreciable function in the economy by offering
relatively safe, convenient, liquid and accessible securities (cash) and at the same
time by accepting relatively risky, illiquid, inconvenient, long time and large
denomination securities offered by the borrower.

2.2 History of Banking in Nepal

Banking industry is the oldest service 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 which is different than rest of
another world. Even now they are in evolutionary phase. The establishment of
“Kausitoshikhana” as a banking agency during the time of king Prithivi Narayan
Shah and Prime Minister Ranoddip Malla established the government financial
institution in 1993 BS and named it “TejarathAdda”. It provides credit loans to
general public at 5% interest rate on securities i.e. gold, silver and other ornaments.
Its objective was to provide credit or loan to the general public but failed to collect
deposit from them. Loans were also provided to government employees who repaid
the loan by their salary.

During the time of Chandra Shamsher (1845-1873), credit facilities of “Tejerath

“were extended by opening its branches. Later “Tejarath” was replaced by the first
commercial bank, Nepal Bank Limited during the time of Judda Shamsher on 1934
A.D. with an authorized capital of 10 million rupees with 51% ownership of Nepal
government and 49% equity participation from private sector, it played a significant
role in attracting people towards banking sector from predominant sahumahajan’s
transaction and of introducing other banking service as well. Because of the fast-
changing political environment in Nepal, people felt the need for modern banking
facilities. Nepal Bank Limited could not cope with the rapid development in the
economic environment and could not maintain the financial position.

In other to overcome such types of difficulties, government established a central

bank, namely Nepal Rastra Bank in 2012 BS. As the monetary transaction increased
further and became more complicated, government establishes another commercial
bank. As a result, Rastriya Banijya Bank was established in 1966 which was the
second commercial bank and that was the fully government owned bank. In
1957AD, industrial development center was established and later it was converted
into Nepal Industrial Development Corporation in 1960 AD. After the establishment
of Rastriya Banijya Bank, Agriculture Bank was established in 1968 AD to help the
agricultural sector of the country. To operate all commercial banks uniformly single
act, “Commercial Bank Act 1975” was enacted. In 1985 AD, Nepal Government
established five rural development banks under control of NRB. In order to establish
and develop other joint venture commercial banks and other financial institution,
Nepal adopted liberal free economic policy which result rapid entry of foreign
banks. In 1985 AD, NABIL bank was established and other banks followed.

Commercial banks have started emerging in the private sector since then. As a
result, now there are 28 commercial banks operated in a country. Evolution of the
information technology has revolutionized the banking sector by saving lots of time
and money. Invention of different software and hardware, that are very essential and
available for functioning bank such as banking software, ATM, E-banking, mobile
banking and card like Debit card, Credit card, Master card, Prepaid card etc. helps
the customer as well as to bank to operate and conduct their activities more
effectively and efficiently.

2.3 Concept of Commercial Banks

Commercial Bank is an, A‟ class financial institution that actively intermediates the
funds between borrowers of the fund (Deficit Units) and suppliers of the fund
(Surplus Units) in unlimited volume. It provides transactional, savings, and money
market accounts and accepts time deposits. Commercial Banks hold the deposit of
millions of people, government and business units. They make funds available
through their lending and investing activities to borrowers, individuals, business
firms and government. Therefore, the task of commercial banks in an under
developed countries is almost self-evident. Their purpose is to provide a collecting
point for savings of a relatively small or average amount from a large number of
individual sources so long as the to utilize savings safely and profitably.

“A commercial bank is that bank which exchanges money, accepts deposits, grants
loan and performs banking function.” (The Commercial Bank Act, 2031 B.S.)

2.3.1 Commercial Banks in Nepal

In the year 1934 AD, Nepal Bank Limited was established with the technical
cooperation of Imperial Bank of India under “Nepal Bank Act, 1937” as the first
commercial bank of Nepal. It was inaugurated by the then King Tribhuvan on
November 1937. Rastriya Banijya Bank, the second commercial bank, was
established in the year 1965 AD.

With the opening of NABIL Bank in 1985 AD, the door of opening commercial
bank was opened to the private sector. A whole lot of commercial banks were
opened in Nepal afterwards. There are altogether 28 commercial banks opened till
now. The number has decreased presently because of ongoing merger to meet the
paid up capital requirement of Rs.8 billion. The Nepalese version of classification of
 depository financial institutions according to the Nepal Rastra Bank, the central
bank of Nepal is shown in Table 2.1.

Table 2. : Nepalese Financial Institution

S.No Type of Banks Number

1 Commercial Bank (Class A) 28
2 Development Bank (Class B) 36
3 Finance Companies (Class C) 25
4 Micro Credit Development Bank (Class D) 46

2.3.2 Functions of Commercial Banks in Nepal

The functions of commercial banks are divided into two categories:
1. Primary Functions
The primary functions of a commercial bank include:

A. Acceptance of Deposits B. Granting loans and advances

 Currents deposits (demand deposits)  Loans (Credit facility for more than 1
Savings deposits year)
 Fixed deposits Demand loan
 Recurring deposit Term loan
 Miscellaneous deposits (Home  Advances (Short-term financial assistance)
construction deposit scheme, Sickness i. Cash Credit ii. Bank Overdraft iii.
benefit scheme, Children plan, old age Discounting of Bill
pension scheme, etc)

2. Secondary Functions Including Agency Functions

The secondary functions of a Commercial Bank include:

 Issuing Letters of Credit (LC), Travelers‟ Cheques, Circular Notes, etc.

 Undertaking safe custody of valuables, important documents, and securities

by providing safe deposit vaults or lockers

 Providing customers with facilities of foreign exchange.

 Transferring money from one place to another and from one branch to
another branch of the bank.
  Standing guarantee on behalf of its customers, for making payments for
purchase of goods, machinery, vehicles etc.

 Issuing demand drafts and pay orders and

 Providing reports on the credit worthiness of customers.

 Collecting and supplying business information.

2.3.3 Present Scenario of Nepalese Banking Sector

Banks are gradually starting to realize that, in today’s competitive banking
environment, exemplary customer service is one of the distinguishing characteristics
that banks can exploit to establish a competitive edge. The Nepalese financial sector
is composed of banking sector and non-banking sector. Banking sector comprises
NRB and commercial banks. The non- banking sector includes development banks,
micro development bank, finance companies, cooperatives financial institutions, and
NGO performing limited banking activities. Other financial institutions comprise of
insurance companies, employee’s provident fund, citizen investment trust, postal
saving offices and Nepal stock exchange.

There is tremendous growth in the number of financial institutions in Nepal in the

last two decades. At the beginning of 1980s when financial sector was not
liberalized, there were only two commercial banks and two development banks
performing banking activities in Nepal. There were no micro-credit development
banks, finance companies, cooperatives and NGOs with limited banking
transactions.

Nowadays, there are twenty-eight commercial banks operating in Nepal. On the

other hand, a lot of financial cooperatives are also operating. With the increasing
number of commercial banks, competition among themselves has also become more
complex.
The number of financial institutions has been decreasing from the last three years
because of merger process undertaken by the financial institutions to meet the
mandatory paid-up capital requirement specified by the central bank. Merger is
rapidly being practiced to ensure operational competency and systematic efficiency.
The merged institutions have strengthened their capital base, market experience,
operational competency and decisional capabilities leading to better performance in
the financial market.
 CHAPTER III
INTRODUCTION OF THE ORGANIZATION

3.1 Introduction of RBBL

Rastriya Banijya Bank Limited (RBBL), a fully government owned bank, is one of
the pioneering commercial banks that has grown up to be an indispensable
component of Nepalese economy. RBBL was established on January 23, 1966 (2022
B.S. Magh 10) under the RBBL act to support economic growth and development in
Nepal. RBBL is an epitome of stable, strong, reflective, adaptive, and trustworthy
people’s bank. The bank was constituted under RBBL Act 2021 with full ownership
of the government of Nepal before it started operating under Bank and Financial
Institute Act (BAFIA) and Company Act (CA) 2063.

RBBL; which has made glorious history of contributing for the monetization of the
economy, eliminating dual currency in the market, initiating preliminary financial
literacy, help flourish industrial, commercial and financial sector of the country has
now emerged as a modern and strong financial institute of the country. The Bank
with 2600 hands has expanded its wings in the most part of the country through
multiple distribution outlets of 204 branches, 24 counters, 97 branch less banking
(BLB) and 131 ATMs. The Bank with the highest public confidence- reflected in the
highest deposit base and growing demand for branch establishment in the various
parts -has stood as a pyramid in the financial arena of the country. The Bank is fully
committed to contribute its best for the socio-economic development of the country
and people in the days to come. 

3.2 Vision-Mission-Objectives
3.2.1 Vision
Vision: "To provide innovative banking services to everyone, every time and
everywhere for the economic development of the nation."

3.2.2 Mission
Mission: “To provide easy and innovative banking products and services for our
customers by implementing one stop service concept from our wide network using
our modern technology qualified human resources in competitive environment. We
always look for the benefit of the local communities supporting entrepreneurship,
social responsibility and economic prosperity of the nation.”

3.2.3 Objectives
RBBL’s main objective is to provide banking services to the people in general of the
country thereby enhancing their economic interest and facility and contributing in
the socio-economic development of the country.

 Various other objectives are as follows:

 Focus on providing innovative financial services.

 Increase in capital base of the Bank by meeting the minimum capital

requirement.

 Business growth and increase in market share.

 Enhance operational efficiency.

 Sustainable increase in profits.

 Focus on empowerment of deprived class.

3.3 Corporate Social Responsibility of RBBL

RBBL is also in the frontline towards fulfilling Corporate Social Responsibility
(CSR). The bank has been working as a development partner by acting as a fund
administrator of Poverty Alleviation Fund (PAF). Similarly, the bank has been
working as a chief administrator in the Educational Assistance Project (run with the
assistance of World Bank) aimed at assisting poor and diligent students learning at
higher secondary and bachelor level.

Organization needs to be divided into various departments, branch and sub-

branches for carrying out bank’s day-to-day operations in a smooth and efficient
way. Sound organization is essential for successful operation of an institution
whether economic or social. So, a planned and effective organization structure is
required to a business institution for systematic function, delegation authority and
degree of responsibility for each function.

3.4 Financial Analysis of RBBL

RBBL has a glorious history of earning greater income from its operation. As per
the third quarterly report 2074/75, the Net Profit of RBBL stands at Rs. 3,085,010.
With the stated amount of profit, RBBL has experienced 72.74 percent increase in
net profit from the second quarter of 2074/75.

The financial solidarity of RBBL is depicted in its loan and deposit base. The Third
Quarter Unaudited Report 2074/75 shows Rs. 10,817,177in Loans and Advances
and Rs. 153,149,282in Deposits. The higher deposit base of RBBL shows that the
bank is highly levered and hence has greater prospects of earning profit for the risk
undertaken. The debt to asset ratio of the bank is 63.44 percent. This explains that
63.44 percent of RBBL‟s total asset has been financed with total debt.

The major financial indicators of RBBL as per Third Quarter Unaudited Report
2074/75 are shown in Table 3.1

Table 3. : Financial Indicators of RBBL (Third Report 2074/75)

Particulars Third Quarter
Paid-up Capital 8,558,972
Loans and Advances 10,817,177
Deposits 153,149,282
Operating Profit 4,406,809
Profit Before Bonus and Taxes 2,202,581
Net Profit 1,619,617
Non-Performing Loans 2,792,390.39
Capital Adequacy Ratio 10.63%
Leverage Ratio 4.77%
Return on Assets 2.24%
Return on Equity 34.21%
Credit to Deposit Ratio 76.62%
Net Spread 4.95%
Debt-Equity Ratio 17.90 times
Debt Asset Ratio 63.44%
Equity Multiplier 18.90 times
Asset Turnover Ratio 2.81%
Profit Margin 36.75%
Net Interest Margin 3.18%

3.5 Major Products and Services of RBBL

3.5.1 RBBL’s Products

I) Deposit
The different product and service offered by RBB are under deposit and loan which
are as follows:
 Figure 3. : RBBL Deposit Products

Rastriya Banijya Bank Limited facilitates its customers with free cheque book on all
types of bank account. Customers have the choice to withdraw unlimited amount
above the minimum balance specified by the bank. The customers are further
provided with ATM card and Mobile banking service for certain charge.

In order to open a bank account, the customer is required to fill up “Account

Opening Form” duly. The customer is also required to present document of personal
identification (Citizenship Certificate/ Passport/ Smart Driving License/ Voter’s ID).
The account holder is further required to supply three copies of recently taken
passport size photograph along with nominee’s citizenship copy.

The deposit products of RBBL are explained below in brief:

a. Saving Account

RBB saving account is a deposit account held at a bank maintained by a customer

for the purpose of accumulating funds over a period of time while earning an
 interest. The purpose for this account is to be kept on deposit for a minimum length
of time, while others permit unlimited daces to funds.
Saving account can be opened in NPR and for the Nepalese citizen and USD for
foreign citizens with valid password and job appointment letter. Nepalese citizen
who have foreign currency source of income they can open foreign currency
account.

b. Current Account
RBB offers a wide range of products and services designed to make banking easier
and to match each and every customer's requirements. This account is non-interest-
bearing account. They are offering various flexible payment methods to allow
customers to distribute money directly to others. There is no limit for withdrawal
and deposit in this account. They provide internet user login for this account in case
of single signatory.

In order to open a current account, the customer is required to supply Certification

of Registration/ Incorporation, Income Tax Certificate (PAN Card), and Partnership
Deed (for partnership firms) in addition to basic documents specified above.

c. Fixed Deposit

RBB has introduced several innovative schemes under Fixed Deposit designed to
cater to the needs of various segments of customers to meet your specific
requirement. You can open fixed deposit from 15 days to 5 years. The given interest
rate remains unchanged during the period of the deposit. A certificate of Deposit
(FDR) is issued only for fixed deposits.

II) Loans and Advances

RBB provides credit on competitive terms by way of term loans as well for
financing working capital needs of all kinds of productive and income generating
activities. RBBL offers broad range of the credit facilities to its customer. The broad
classification of credit is shown in figure 3.2

Figure 3. : RBBL Credit Products

3.5.2 RBBL’s Services
RBBL has offered unique and common services to customers to excel its financial
performance along with service quality. Some of the services are:

 Visa Debit-cum-ATM Card

 Internet Banking/E-Banking

 Mobile Banking

 ABBS Service

 Remittance

a. Automated Teller Machine (ATM)

RBBL is visa associated with member bank. Bank has launched issuance of visa
Electronics Debit Card from all of its branches. RBBL has own 80 outlets. RBBL is
issuing Visa Debit Card in three categories:

 Visa domestic
Valid in Nepal and India.
 Visa International
Valid worldwide

 Visa Travel quota

Valid worldwide issued against Travelers Cheque.

b. E-Banking Services
RBBL facilitate banking with a click of a mouse by which customers can track their
accounts from anywhere in the world. RBBL has robust, instant, secured and
reliable banking solution for its clients. Through E-Banking, customers can make
enquiry about general account details, account statement, interest statement, LC list,
GT list, TR loan list, obligor report, user history etc. Customers can also send and
receive message to or from the bank. E-banking further provides utility services
such as changing password, creating new user, and editing/dropping user.

c. SMS/Mobile Banking
RBBL provides convenient mechanism and quick access to banking services for
RBBL costumers from their mobile devices. This system can be used by the both
NTC and Ncell telecommunication subscribers.

The main features of Mobile Banking Services are Balance Enquiries, Last
transaction details, Transaction alert, e-recharges/bill payment/top up to utilities like
NTC prepaid/ postpaid/ landline/ADSL, NCELL prepaid/postpaid, inter branch
funds transfer, etc.

RBBL customers can use the mobile banking service from the simple mobile
handset through plane SMS or they can download Rastriya Banijya Bank Mobile
Banking application from our website as well as from the corresponding app stores
(android, apple).

d. Any Branch Banking Service (ABBS)

RBBL has been providing Any Branch Banking Service from all branches across the
country. Through this service a costumer from our any branch can easily deposit
his/her money in any branch and withdraw his/her money from any branch.

 ABBS service charge is free within the Kathmandu valley and within the same
district.

 However, for the cross-district transaction, minimum charges of Rs 50 will be

charged up to 1 Lakh and 0.05% will be charged above 1 Lakh.

e. Remittance
This special feature helps the tourists and especially the Nepalese workers abroad to
transfer funds to Nepal as and when required the receiver can get the transferred
money upon the completion of a simple form requirement without any hassles and
within no time. Remittance service is provided through draft, SWIFT and
telegraphic transfer, mail transfer, fax transfer. Rastriya Banijya Bank (RBB) has
operated online web based remittance system, where by money can be sent to Nepal
from Worldwide. Payments can be collected from more than 179 branch offices of
the RBB. Remitters from any part of the world can send money from any bank to an
account at RBB.

3.6 SWOT Analysis

SWOT Analysis is a method to assess the strengths, weaknesses, opportunities and
threats of an entity operating in the environment. Strengths and weaknesses
represent internal environment and can be controlled by the management, whereas
opportunities and threats represent external environment and is beyond the
management control.

After working in RBB, BishalBazzar Branch office for two months, the internee was
able to set aside SWOT matrix depicting probable strengths, weaknesses,
opportunities, and threats faced by the bank.The SWOT Analysis of RBBL is shown
in Table 3.2.

Table 3. : SWOT Analysis of RBBL

Strengths: Weaknesses:
Insufficient training and
Government Owned.
development
Experienced Human Resources.  Long chain of command.
Customer Trust. Lack of quick decision-making.
Commitment from employees.  Poor interior.
 ATMs and extensive branches.  Political Interfere
Good reputation in the market.  
Opportunity: Threats:
Market expansion and potential growth for RBBL.  Economic black lash
Acquisition of new and advance technology to ease the customer
 Unstable political situation.
services.
 Entry of different commercial
Produce new services and product
banks.
  Banking fraud.

The internal factors (Strength and weakness) are controllable and can be influenced
by the action of managers. The managers often strive to strengthen operational
efficiency and overcome realized weaknesses through regular monitoring and
supervision.

The external factors (opportunities and threats) are uncontrollable and of more
significance to the existence of an entity in the environment. Because these forces
cannot be controlled, the management tries to manage them through investment in
Competitive Intelligence, Research and Development and Technological
Breakthrough. The firms try to mould threats into opportunities in order to grasp the
opportunities to strengthen their competitive edge.
 CHAPTER IV
ANALYSIS OF ACTIVITIES PERFORMED AND PROBLEM
SOLVED

4.1 Customer Service Department (CSD)

During the eight weeks of internship in RBB Ltd, the internee was assigned in
Customer Service Department which helped internee to gain knowledge of that
department. The Customer service department at Rastriya Banijya Bank believes in
providing the world class services to all ourvalued customers. It is a department
which deals with customers and their complaints and orders. Therefore, it focuses
constantly to cater to all financial needs and services. Various activities that are
performed at the Customer Service Department are:

 Proper counseling to the customer with politeness.

 Informing Customer about different types of account and other queries they
have about the operation of bank.

 Opening all types of accounts like saving, current, and other various
schemes.

 Maintaining proper records of Statement Book and Debit card Registers.

 Distribution of various forms such as of e-banking, SMS banking, pay bill,

etc. Checking customer’s transaction and balance on request.

 Informing the customers if their cheque has been returned.

The benefits of a customer service department are that the customers’ voices are
heard and that it allows businesses to get an assessment of what they're doing
right as well as what improvements need to be made. Customer service
department workers operate in different office environments depending on the
company. The basic functions of this department are:

 To analyze the daily activities.

 To open different kind of accounts.

  Distribution of statement and ATM Cards.

4.1.1 Analysis of Daily Activities

The Analysis of the regular/Daily activities are as follows:

 Account Opening Procedure

Accounts can be opened in two ways:
1. Individual Account
Any individual capable to enter into a contract can open accounts
with the bank. Lunatics, insolvents, drunkards cannot enter into the
contracts. Naturally, they cannot be the account holders. Illiterate
person, blind, trustee can open accounts but special attention should
be paid to such accounts. Likewise, bank open accounts in the name
of minors but they have to be operated by guardians till “minors turn
into “majors”.
There are various types of individual accounts such as:
 Personal NPR account, personal USD account and can open account in all
convertible currencies directed by NRB (For Nepalese and Foreign Citizen)

 Joint NPR account (For Nepalese Citizen)

Criteria for Personal Account:

 Fill in the application form.

 Agree with the terms and conditions of the bank and sign the specimen card.

 Certified true copy of identification document. i.e. citizenship or passport.

 Three recent photos of the account holder.

 Fill up the KYC form.

In case of Foreign National:

 Certified true copy of passport.

 Documents should be certified from concerned Embassy.

 Certified true copy of valid visa.

 All documents of personal account for all the joints parties.

In case of Joint account:

 The party who has not filled the regular account opening form must fill up
the addendum.

 No objection for any one signature form must be filled.

After ascertaining completion of above said documents, the bank assigns an account
number, accepts deposit in the deposit slip (voucher) and issues a checkbook and
card to individual(s).

In case of the illiterate, thumb impression is obtained in the specimen card.

Moreover, s/he is required to furnish photograph as well. No checkbook is issued
and the account holder is required to visit bank in person for withdrawal. Terms and
conditions should be explained.

2. Corporate Account
There are four types of corporate account and the documents required for each
account are as follows:

i. Proprietorship Account:
A business firm registered in the name of a person/proprietor is known as sole
proprietorship firm. The proprietor enjoys all the profit and bears all the loss from
the operation of the business.

 Registration Certificate

 PAN Certificate

 Citizenship Certificate/Passport

ii. Partnership Account:

A business firm registered in the name of more than one individual is known as a
partnership firm. The proportion of the share of benefit and loss among the partners
is mentioned in the partnership deed.

 Registration Certificate

 Citizenship Certificate/Passport (of partners)

 PAN Certificate

 Registered Partnership Deed

iii. Corporate Account:
Companies can be both private limited and public limited. They are called limited
because their members are limited to the number of shares they hold in the
company.

 Registration Certificate

 Citizenship Certificate/Passport of Authorized Signatories

 PAN Certificate

 Memorandum and Articles of Association

 Board Resolution

iv. Account of Institutions/Association/Societies:

Various clubs, social institutions, NGOs, INGOs, projects, different bodies of
governments also open accounts with the banks.

 Registration Certificate

 Citizenship Certificate/Passport (of partners)

 PAN Certificate (if applicable)

 Constitution and By-Laws

 Citizenship/Passport of Authorized Signatories

4.1.2 Procedure for opening new account:

After fulfilling the requirement of the issued account opening form and customer
information form by the customers, it is received by the CSD. Then, thorough
checking and verification are done to see any discrepancies. Once the verification is
done with the original documents, a stamp is affixed on the photocopy of all the
supporting documents. The signature foe the account operation and image of the
accountholder is scanned and kept along with the customer’s detail in the PUMARI
PLUS software. Finally, all these are taken to the operating head for verification and
approval. The flow- chart of account opening procedure is shown in Figure: 4.1

Figure 4. : Flow Chart of new A/c Opening Procedure

4.1.3 KYC Update
KYC is an acronym for “Know your Customer”, a term used for customer
identification process. It involves making reasonable efforts to determine true
identity and beneficial ownership of accounts, source of funds, the nature of
customer’s business, reasonableness of operations in the account in relation to the
customer’s business, etc. which in turn helps the banks to manage their risks
prudently. The objective of the KYC guidelines is to prevent banks being used,
intentionally or unintentionally by criminal elements for money laundering. KYC
has two components - Identity and Address. While identity remains the same, the
address may change and hence the banks are required to periodically update their
records.

KYC update is the recent activity that is carried out in all the commercial bank as
instructed by Nepal Rastra Bank. So, as per the instruction, I distributed and helped
the customer to fill up the KYC form at RBBL, BishalBazzar Branch. For KYC
update, we were told to inform the customer who visit the bank and who doesn’t
often visit the bank they were informed through telephone calls.
4.1.4 Procedures to close an account

Step1. The customer is asked the reasons for closing the account and tries to
convince not to close the account by explaining the benefit of the account and the
charges taken for closing the account.

Step2. If the customers are willing to close the account, he/she must fill up the form
specifying the reason.

Step3. After submission of the form to CSD, it is confirmed from the various
department that the customer is not enjoying and sort of facility from the bank at
present.

Step4. The client is then asked to return all his account related belongings like ATM
cards and the check book. These are received by the teller and are cancelled or
destroyed.

Step5. Then finally the account of the applicant is closed with certain charge.

The flow-chart Diagram is shown in Figure: 4.2

Figure 4.: Flow Chart of A/c Closing Procedure

4.1.5 Distribution Activities
Statement Print:
One of the major works done in CSD is to print the statement for customers.
Customers are required to fill the enquiry form which contains the Name, Account
number and authorized signature of the customer in order to get the bank balance
statement.

Benefits of Statement:

 To help customer know about the use of fund in a chronological manner.

 To act as an evidence if any discrepancy occurs in the transaction.

 To assist customers in knowing different kind of charges charged by the

bank.

Issuance of ATM Cards

Today ATM has become the essential element for the customer for bank. Most of
the customer used ATM cards to withdraw their cash as the time of need. It is the
easiest and fastest way to withdraw cash. ATM cards are distributed from customer
service department.

4.2 Activities Performed in Cash Department

In this department, the intern was explained about the sensitivity of cash in the bank.
This department facilities its customers with both the deposits and withdrawal of
cash. In this department, the intern assisted in accepting the deposits, payment of
cheques, and cash sorting, and handing different types of machines for cash
counting.

4.3 Activities Performed in Clearing Department

In banking and finance, clearing denotes all activities from the time a commitment is
made for a transaction until it is settled. Clearing of payments is necessary to turn
the promise of payment (for example, in the form of a cheque or electronic payment
request) into the actual movement of money from one account to another. In RBBL,
I personally used ECC machine for clearance of inward and outward cheque and its
posting too.
4.4 Activities Performed in Cheque Department
In the cheque department of RBB the internee learned the experience about how the
cheque are printed. Also, beside printing cheque they also learned how to prepare
the cheque book. They know how to distribute the cheque book by keeping the
proper record.

4.5 Problem Identified and Solved

During my eight-week internship, I also got the opportunity to understand, identify
and solve some of the problems faced by the bank. Here are some problems and
difficulties that exist at the CSD and Clearing Department:

 The flow of the customers is always immense at the RBBL BishalBazzar

Branch. Being, centrally located and having many businesses around
increases the workload of the staffs at the branch.

 The furniture of the RBBL Branch is not so good, sometimes documents

may misplace due to the furniture.

 The RBBL BishalBazzar branch somehow looks understaffed. Too much

responsibility lies on the single person who faces a lot of problems during
high traffic hours at the bank.

 There was lack of adequate follow ups with the customer regarding matters
such as informing them to collect their ATMs, Cheque Books, Cheque
clearing etc.

 There is a frequent technical problem in the ATM machines and mobile

banking which has led to multiple ATM and mobile banking complaints.

4.6 Possible Solutions to the problems

After analyzing the problems, I tried my best to solve some of them to my best of
abilities. In addition to those, here are the possible solutions to those problems
which could not be solved from my level.

 Due to the misplaced of some kind of documents due to furniture the bank
need to maintain those furniture.

 The branch needs to recruit additional staff to handle the workload of the
department. This will make sure every work being done by the staffs in their
respective area.
  Proper maintenance of the ATM machines needs to be done in order to
insure less complaint from the clients.

 Proper handling of mobile banking form must be done to have less

complaint.

4.7 Observed gap

Being management students, we come across various management tools and
concepts that are applicable in the workplace. While working in the bank internee
observe and evaluate the theoretical knowledge he has gained from course books
and what actually happened in the real scenario of bank. Theoretical learning is
necessary to maintain an active presence in the work place. Literature is the base to
perform any task in the working environment. Socio-cultural factors and
interpersonal relationship seem to be simple in theory but the practical blend of
interpersonal relation and society is a crucial task. Students are taught about theories
of motivation in the classroom. Such theories include Hertzberg Two Factor Theory,
Goal Setting Theory, Participatory Management and the like. The internee observed
indirect application of all the theories in the branch. The employees who were
rewarded for their excellent performances were observed to be performing more
effectively and actively in the bank. As for the internees, the bank focused on
applauding their efforts each day. The recognition of one’s contribution and the
suggestions given by the supervisor motivated internee to perform more
productively. The internee was also included in crucial decisions of CSD and
Clearing Department. While working in the RBBL Bank an internee has
felt/observed gaps. The felt differences are mentioned as below:

 Team work is essential in this modern business era, which must be enhanced.
All the manager and staffs have to feel as the member of team rather than as
a boss and employee.

 In the theoretical knowledge, it was studied that the banks follow each and
every regulation imposed by NRB but the company does not seem to follow
those rules as prescribed. The good example is KYC form should be filled in
front of the customer but it will be filled in the same format after opening the
account.

 It has been taught that there must be knowledge in the staff about the related
 field and must be experienced but the staffs generally lack effective learning
skill and lack deep knowledge in their field

 Higher importance is given to customer satisfaction but there is no any

culture of taking customer advice and learning from it.
 CHAPTER V

CONCLUSION AND LESSON LEARNT

5.1 Conclusion
The World Bank has been labeling Nepalese economy as a developing nation. The
prospects of economic enrichment are widespread. However, in absence of concrete
action plans and developmental set goals, the economic growth has been sluggish.
Considering the growth prospects and the forth coming investment favorable
policies, the financial sector is supposed to bring glorious development in the
economy. Financial institutions are playing the most significant role in the progress
of Nepalese economy. In this regard, the banking industry has become the face of
Nepalese economy.

Nepalese economy is moving past the looming uncertainty and it is supposed to

march towards economic boom very soon. The banking industry is all equipped to
reap the fruits of this economic boom by growing rapidly over the past few years.
There are a number of banks opening in the economy with the foreign investment
coming into the banking sector. The commercial banks are the strong pillar for the
economic development of the nation especially in the current wave of globalization
and advancement in technologies. For a developing country, commercial banks play
more important role, for instance: Nepal Rastriya Banijya Bank’s culture is built on
a set of core values: Client Focus, Teamwork, Meritocracy, Ethics and Integrity,
Pioneering. The company is committed to its client’s best interests as well as
preserving a good relationship by defining realistic objectives. It would be very
legitimate to say the Rastriya Banijya Bank improves the banking facilities in Nepal,
and is able to occupy largest market shares in sphere of Nepalese banking Industry.

Computerized the bank, hired efficient staffs and laid off the inefficient ones under
different schemes. There are mainly permanent, contract and daily wages staffs.

The report is basically focused on Customer Service Department of RBBL, Bishal

Bazar Branch. The department refers for account opening, account closing,
statement distribution, ATM cards distribution and answering customer's queries.
5.2 Lesson Learnt
The internee engaged himself in Rastirya Banijya Bank, BishalBazzar Branch from
22nd of Jestha, 2075 to 22nd of Shrawan, 2075 in partial fulfillment of the
requirement of Faculty of Management, Tribhuvan University for BBA. During the
internship tenure, the internee got knowledge, skill and behavior-based exposure to
the organizational activities, practices and work culture. The internee was able to
mound professionalism in his attire, body gesture and interactions. The internee
further prepared himself in dealing with customer related problems impromptu.
During the stay at RBBL, BishalBazzar, the internee got the opportunity to interact
with customers from different base- caste, culture, creed, mother tongue, etc. The
internee was also able to get valuable insights for the employees who have been
working into the bank from decades. The insights grabbed through internship
programme will surely be helpful in paving the future career path for the internee.

Specifically, the internee was able to professionalize himself with the following
learning:

Knowledge Based Learning

 Electronic cheque clearing.

Skill Based Learning

 Learnt how to perform different customer related activities.

 Learnt how to file the documents effectively.

 Learnt how to handle Electronic Cheque process.

 Learnt how to use banking software system, i.e. PUMORI VERSION III.

 Learnt how to use photocopy machine, printer, scanner etc.

Behavior Based Learning.

 Learnt about the importance of team building and work co-ordination in

successful operation of an organization.

 Learnt to make good relation with co-workers, seniors, corporate clients and
general customers.

 Learnt to adjust own self in various working environment, operational norms

 and work culture.

 Learnt how professionalism in terms of speech, body gestures, attire,

attendance, spontaneity, compliance, and adaptation are vital for career
progression.

5.3 Recommendation
With reference to, the findings and the conclusion drawn out above following
recommendations can be sorted out:

 Most of the customers are not satisfied by the time taken to provide service by
RBBL. Therefore taking this into consideration RBBL should focus more on
providing fast and satisfactory services to its customers.

 RBBL has limited number of cash counter which causes the customers to wait
for a long period of time. Thus, RBBL needed to increase the number of cash
counter.

 RBBL takes up to 20-25 days to issue the debit card of the customers which may
cause certain difficulties to the customer. Therefore, RBBL need to issue the as
soon as possible.

 Interest rate in fixed and saving deposit is very low. Therefore, proper attention
should be given to increase rate on saving and fixed deposit account.
 The technical team should be always in the organization, the stop of server or
malfunction of system create the hard time to customers.

 RBBL has limited amount of staff which creates problems to carry out the daily
activity of the bank. Thus, more amount of the staffs should be added for the
betterment ok the service provided by the bank.
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Bhandari, D. R. (2017). SWOT Analysis. In D. R. Bhandari, Business Strategy (pp. 107-112).

kathmandu: Asmita Publication.
Edusanjal.com. (2017, - -). Bachelors of Business Administratio - Tribhuvan University.
Retrieved from Edusanjal.com: https://edusanjal.com/course/bachelor-of-business-
administration-bba-tribhuvan-university/
Rastra Banijya Bank Limited. (2018, - -). Introduction. Retrieved from Rbb:
https://www.rbb.com.np/intro.php

Shrestha, M. S. (2006). In Fundamental of banking (pp. 50-62). Kathmandu: Buddha

Publication.

Thapa, K. (2017). Sources of fund. In K. Thapa, Treasury Management (pp. 19-30).

Kathmandu: Khanal Publication Pvt. Ltd.

Wikipedia. (2018, 08 19). Retrieved from Wikipedia: https://en.wikipedia.org/wiki/Bank

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