ACCOUNT HANDELING PROCEDURES OF

RHBL, Itahari Branch

By

Jaya Kiran Rai

PU Registration No.: 051-2-2-00507-2016
Symbol No.: 270489
Kasturi College, Itahari

An internship report submitted to the Purbanchal University, Faculty of Management in partial

fulfillment for Degree of Bachelor of Business Administration (BBA)

June, 2019
 Itahari
Recommendation

This is to certify that the internship report

Entitled
Customer Service Department of
RBBL, Itahari Branch

Submitted by:
Jaya Kiran Rai

has been prepared as approved by this college in the prescribed format of the Faculty of
Management. This internship report is forwarded for examination.

Mr. Binod Kumar Rai

Supervisor

Date:
 Viva Voce Sheet

We have conducted the viva voce examination of the internship report

Entitled
Customer Service Department of
RBBL, Itahari Branch

Submitted by
Jaya Kiran Rai

and found the internship report to be the original work of the student and written
according to the prescribed format. We recommend the internship report to be
Accepted as partial fulfillment of the requirements for the Degree of
Bachelor of Business Administration (BBA).

Viva Voce Committee

Head, Research Department: Prof. Dr. Kedar Prasad Poudel ……………………

Member, Internship Report Supervisor: Mr. Binod Kumar Rai ……………………

Member, External Expert: ……………………

Date:
 Acknowledgement

The internship report entitled “Customer Service Department of RBBL Itahari Branch”, is a
partial fulfillment for Degree of Bachelor of Business Administration (BBA), under the faculty
of Purbanchal University. Many people have devoted their precious time and effort in course of
preparing this report. I would like to take opportunity to acknowledge all of them who helped me
directly and indirectly.
Firstly, I would like to thank Purbanchal University for making internship as a part of
BBA program. Further, I would like to express my warm appreciation towards the management
team of Kasturi College for providing me an opportunity to work in renowned organization as
Rastriya Banijya Bank.
I would like to express my sincere thanks to Mr. Chandra Prasad Adhikari (Supervisor)
and Prof. Dr. Kedar Prasad Poudel for their co-operation, guidance, suggestions and their
valuable time while making this report. I would also like to thank management of RBB, Itahari
for providing me an opportunity to work as an intern in Customer Service Department. I am also
thankful to Mr. Santosh Lamsal, Branch Manager and staffs of RBB, Itahari Branch for their
support and guidance during internship and data collection for report writing. I would like to
thank my friends for their significant co-operation and support in preparation of this report. I
would like to express my special thanks to my parents for helping me financially in completing
this report.

Sharmila Shrestha
BBA 7th Semester
 Table of Contents

Cover Page
Recommendation Sheet ii
Viva Voce Sheet iii
Certificate of Internship Training Organization iv
Acknowledgement v
Table of Contents vi
List of Tables viii
List of Figures ix
Abbreviations x
Executive Summary xi

Chapter I: Introduction

1.1 Overview of the Organization 1

1.2 Brief History 4
1.3 Nature of the Organization 4
1.4 Business Volume 6
1.5 Nature and Number of Employees 6
1.6 Products and Services 7
1.7 Organizational Structure of RBB, Itahari Branch 14
1.8 Overall and Concerned Department 15
1.9 Objective of the Study 17
1.10 Studying the Chosen Organization 17
1.11 Specific Objectives 18
1.12 Methodology 18

Chapter II: Observations

2.1 Functions of Concerned Departments 20

2.2 Detail of Assigned Work Responsibilities 21
 2.3 Problem Encountered While Fulfilling Work Responsibilities 25
2.4 Data Collection for Specific Objectives 26

Chapter III: Analysis and Review

3.1 Analysis of Data Collection on Specific Issues 27

3.1.1 average daily number of visitors in CSD for various
purpose (%) 27
3.1.2 number of different account opened, statement issued and
cheque book issued during the two month internship period 28
3.1.3 satisfaction level of customers towards CSD 30
3.1.4 SWOT analysis 31
3.2 Critical Analysis of the Theoretical Concepts Relating to Practical
Experiences in the CSD (Customer Service Department) 32
3.3 Knowledge Gained from the Work Assigned 33

Chapter IV: Conclusion and Recommendation

4.1 Contribution of Internship in Knowledge Gain 34

4.2 General Comments and Suggestions for the Bank 35
References 36
Annexure 37
 Executive Summary

Internship report writing is the systematic process, which helps to understand the way
organization conducted and operated. As per the requirement of Purbanchal University course
under BBA 7th program this report is designed according to the knowledge gained on field base
experiences. It is very essential for developing the professional skills. Furthermore, the
internship in BBA 7th semester provides the student knowledge by getting familiar with
organization and departments. In this regard internship was done in Himalayan Bank Limited.
First chapter introduction includes overview of the organization, brief history, nature of
the organ ization, business volume, nature and number of employees, product and services,
organization structure, overall concerned departments, objectives of study and research
methodology. The second chapter observations consists of function of concerned departments,
detail of assigned work responsibilities, problem encountered while fulfilling work
responsibilities and data collection method for specific objectives.. The third chapter analysis and
review consists of tabular presentation of CSD’s activities of RBB, Itahari Branch, critical
analysis of theoretical concepts and practical experiences and knowledge gained from the work
assigned. The fourth chapter conclusion and recommendation consists of contribution of
internship in knowledge gain and comments and suggestions for the bank.
1.1 Overview of the Organization

Himalayan Bank Limited is the ‘A’ class financial institution licensed and regulated by the Central
Bank of Nepal, Nepal Rastra Bank. The head office of the bank is located at kamaladi Rd,
Kathmandu HBL is a private limited and largest commercial bank in terms of accepting deposit
and providing loan. HBL was established on January 18, 1993 A.D.(5 magh 2049 B.S.) As a
joint venture with Habib Bank Limited, Pakistan and soon become pioneer in bank attracting
huge numbers of customers both for deposit and lending. Now the bank is running under Bank
and Financial Institution Act (BAFIA) and Company Act (CA) 2063. HBL has been contributing
to the economic development of the country for the TWO decades. It has currently entered into
26 years of service.
HBL provides various banking services to a wide range of customers they include
individual customers, institutional customer and the customer from industry business
communities. Currently RBB is operating with over 2290 employees and has 44 branches, 17
counters, 93 Branch less Banking and 165 ATMs. The bank has almost 1.7 million satisfied
customers.HBL has the largest branch network in Nepal, covering 66 branches in Mountainous
region, 69 in Terai region and 23 in Kathmandu valley. All branches fully operate under
computerized system. RBB is contributing to Nepal’s economic development by providing
banking services throughout the country.
Table 1
Glimpse of Rastriya Banijya Bank (Overall)
Title Description
Type Private limited
Established January 18, 1993 A.D
Authorized Capital 10 billion
Paid-up Capital 9.004796 billion
Central office Kamaladi Rd, Kathmandu
Regional office 5
Branch office 44
Kathmandu regional office 49
Biratnagar regional office 46
Birgunj regional office 29
Pokhara regional office 46
Nepalgunj regional office 49
Bank with computer services 217
Bank with Branch less Banking 93
ATM Service 165
Source: www.rbb.com.np
Table 2
Management Committee of Rastriya Banijya Bank Ltd.
Name Post
Kiran Kumar Shrestha Chief Executive Officer
Kaviraj Adhikari Deputy Chief Executive Officer
Sushil Shrestha Deputy Chief Executive Officer
Keshar Prasad Lamsal Deputy General Manager
Tek Raj Joshi Deputy General Manager
Mahendra Prasad Awasti Deputy General Manager
Saraswati Adhikari Department Chief
Debesh Prasad Lohani Department Chief
Bholanath Poudel Member Secretary
Source: www.rbb.com.np

Vision of HBL
Himalayan bank limited holds of vision to become a leading bank of country by providing
premium product and services to the customers, thus ensuring attractive and suitable return to the
stakeholders of the bank.

Mission of HBL
The mission of the bank is to become a preferred provider of quality financial services in the
country. There are two components in mission of the bank; preferred provider and quality
financial services. Therefore, HBL believe that mission will accomplish only by satisfying these
two components with the customer at focus. The bank always strives positioning in the heart and
mind of the customers.

Objectives and Activities of RBB

The primary objective of RBB is to provide banking services throughout the Nepal and
contribute in the socio-economic development of country. Some objectives/Activities of RBB
are:
 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.