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1. INTRODUCTION
1.1 Background of the study:

Lincoln University has designed various management degrees under faculty of

management. Among them, one of the outstanding developments is in the form of Master
in Business Administration (MBA). This program is introduced in a way so as to reduce
the gap between theoretical and practical knowledge provided to the students. The MBA
program focuses on the development of the students through field visits, report
preparation, presentation and internship program.

The internship program is one of the important components of the two years MBA
program. It provides the platform for the MBA products to do the self-evaluation of them
in the practical business world. Internship provides students hand-on work experience in
a particular organization and field. An internship is an extensive program through which
an intern can learn the practical aspects of what is taught between four walls of a
classroom. It provides golden opportunity to generate quality education because it
enables us to learn, observe and understand the real corporate world. Most importantly,
the internship could be regarded as the first step of career development. The purpose of
internship is to gain the in-depth knowledge through a direct contact with the
organization and be well acquainted with the corporate culture of the organization.

For the partial fulfillment of the requirements for the degree of Master in Business
Administration (MBA) every third-semester student should prepare an internship report.
This internship report is mainly focused on Customer Service Department of Mahalaxmi
Bikas Bank Limited, Itahari Branch. Mahalaxmi Bikas Bank was established by
renowned professionals with an accomplished leadership on B.S.2052 with the main
theme of “Strong Bank Successful Co-Operation” . The bank is licensed by Central Bank
of Nepal as a “B” class National Level Bank and it is the first development bank to raise
the capital fund by 3.07 billion. The bank has been offering banking services over 500
thousand customers through wide range of 103 branches and 34 ATM. The head office of
the bank is in Durbarmarg, Kathmandu.

 
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The bank is moving ahead with the motto of “Service with Smile” to each and every
group of customers and their satisfaction is bank’s success. It has been focusing on
prolongation of Digital Banking to modernize banking services. The bank is always
committed to move forward by implementing prolong long term business practices,
improvement, innovation , accountable to it’s regulatory  bodies and Corporate
Governance.

 The bank always moves forward on implementing prolong business practices through
consistent growth to all its stakeholders for sustainability and profitability with the long
term mission of Innovation, Improvement, Corporate Governance, and Culture.

 Bank had been awarded with Best Presented Award (BPA)-2018 from ICAN for
presenting best financial report among development banks. Similarly bank had also
been awarded with SAFA-2018 in Bangladesh for being successful presenting best
financial report.  

Objectives of the internship:

The general objective of this internship is to make students familiar with the working
environment and gain the practical experience in the related field. This helps the students
to expose themselves to the real world of the external environment about different aspect
of management where they can apply their theoretical knowledge.

The specific objectives are pointed below:

 To find out an opportunity to apply the concepts learnt in real life situations.
 To reveal the corporate culture by assigning time bound projects in a company.
 To find out the awareness about strengths and weaknesses in the work
environment.
 To reveal a platform to take up on the job training and develop a network which
will be useful in enhancing the career prospects.
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1.2 Methodology

The major research tool in this study survey which is developed and used to collect the
overall information is to know the activities and to make the recommendations for the
management. To collect relevant data and the information regarding the analysis of
investment, first of the entire recommendation letter was received from the college and
taking this letter intern had gone to internship field and necessary data and information
were collected. The data are collected through two different sources either from primary
sources or from secondary sources.

Primary sources:
I will collect primary information by interviewing employees, officers by the process
assigned by the Mahalaxmi Bikas Bank limited at Itahari branch, observing various
organizational procedures, structures, directly communicating with customers and clients.
Primary data will mostly derive from the discussion with the employees and personal
experience during the internship period. Primary information will be considered in the
following manner:
 Practical desk work
 Face to face conversation with officers
 Face to face conversation with clients
 Hearing the conversation between officers and clients.
Secondary Sources:
I will take the help of different types of secondary data in my report. The sources of those
can be categorized as follows:
 Annual reports, publications, internet and other materials
 Periodical statements of the bank brochures, booklets etc.
 Website of the bank
 Different department wise operational manual of the bank.
The internee used various tools to present, analyze and measure the financial activities of
MBBL. Primary and secondary are used to analyze the objectives of the researcher. An
intense research has to be done in order to get the appropriate results. This internship
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report has been designed to give a clear picture of the operations performed in MBBL
The two month internship program provided me a lot of knowledge. As the intern were
provided many facility their and the environment was like a learning school.

1.2.1 Organization Selection

The beginning phase of an internship program begins with a selection of suitable

organization by the internee as per the requirement. The knowledge of real world
scenario is obtained from the organization. For selecting this organization curriculum
vitae, citizenship and recommendation letter from college are dropped in the various
banks. In this process Mahalaxmi Bikas Bank Limited, Itahari Branch has accepted intern
application for the internship and given me the opportunity to get familiar with the bank.
Internee was lucky to get the opportunity to work as internee at MBBL, Itahari Branch.
This bank provided the great opportunity to learn and gather experience about real
banking environment that would be very helpful for enhancing the knowledge about real
world banking scenario.

1.2.2 Placement

Internee was placed in MBBL, Itahari Branch. During the internship period, the intern
was placed in customer service department. The supportive and friendly environment in
the organization helped the intern to complete the internship period through the proper
guidance of the staffs of customer service department. Throughout the internship period,
internee got an opportunity to deal with sort of banking issues prevailing in customer
service department.

1.2.3 Duration

The internship duration requirement for the MBA program as per set by the Lincoln
University, which is a great opportunity for the students involved in the program to learn
and to develop interpersonal, managerial and behavioral skills in the real organizational
settings. Internee got an opportunity to work in customer service department from and the
timing of the internship was from 9:30a.m.-5:00 p.m. and onward. It was from Sunday to
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Friday except in days of public holidays. This internship program has been very fruitful
for the intern to get real life experiences of the banking activities of the organization.

1.2.4 Activities
 Solved the queries of the customer about the product and services of the bank.
 Helped the customer in filling up the cheques, deposit voucher, account opening
and account closing forms.
 Dealing with existing as well as new customers.
 Handling the telephone calls.
 Updating files.
 Photocopying and filing the documents.

1.4 Limitation of Internship

It is obvious that there arise some kind of limitation in everything with some productive
and beneficial outcomes and as limitations are the part of progressive system, here are
some limitations of the study:

 The time duration that has been provided was not sufficient to learn all the activities
held in the bank.
 The bank staffs were preoccupied with their work so they had a little time to interact
with intern.
 It does not give detail view of the overall functioning of the bank since most of the
information is collected through personal experience and observation.
 This report cannot be generalized to entire banking industry since data is only related
to MBBL, Itahari Branch only.
 Limited availability of annual reports, office records, and other published and
unpublished source of data.