AN INTERNSHIP REPORT

ON
CUSTOMER SERVICE DEPARTMENT
OF
NEPAL SBI BANK LIMITED
BARGACHHI BRANCH, BIRATNAGAR

SUBMITTED BY:
MD RIZWAN KHAN
P.U. RESISTRATION NO: 001-2-2-02302-2019
PURBANCHAL UNIVERSITY SCHOOL OF MANAGEMENT (PUSOM)

AN INTERNSHIP REPORT SUBMITTED TO THE

PURBANCHAL UNIVERSITY, FACULTY OF MANAGEMENT
IN PARTIAL FULFILLMENT FOR THE DEGREE OF
BACHELOR OF BUSINESS ADMINISTRATION (BBA)

JANAUARY, 2024
BIRATNAGAR
Internship Certificate

ii
 Approval Sheet
This is to clarify that Internship report entitled “an internship report on customer service
department of Nepal SBI bank limited Bargachhi branch ,”submitted by Md. Rizwan Khan
with REG NO: 001-2-2-02302-2019 under the supervision of Pro. Rajesh Agrawal to the
faculty of Management, Purbanchal University, in partial fulfillment for the award of the
degree of BBA, is an original piece of work executed by her and written inaccordance with
the prescribe format. This Internship report has not been provided to any other univeraity or
organization for the purpose of conferring a degree or diploma

……………………..

Pro. Rajesh Agrawal

Supervisor

……………………….

External

…………………………

Mr. prashant kumar Lal

Date:

iii
 Acknowledgement
This is the outcome of internship experiences in the NEPAL SBI BANK LIMITED,
Bargachhi branch in order to study the practical aspect of the course and implemented of
classroom lessons in real life with the main objectives of fulfillment the requirement of the
course of BBA 7th semester program of Purbanchal University School Of Management
entitled “A Report on Customer Services Department”. The entire internship report is made
with the summary and conclusion that have drawn from the internship experience.

Banks play vital role in any countries, so internee feels great opportunity for having chance of
being involved in such a beneficial place,. Hence, I would like to extend my thankfulness to
entire Management Member.

I would like to express my special gratitude and sincere thanks to Pro. Rajesh Agrawal
teacher of PUSOM, for his valuable guidance, encourages and help and support for
supervising in completing this internship report.

I would like to express my special gratitude to Mr. Prabesh Khanal, Branch Manager of
Nepal SBI Bank Limited, Bargachhi Branch for providing opportunity to do internship at this
reputed organization with full support and cooperation

At the end I would like to express my sincere thanks to the entire members, staffs and
executives of Nepal SBI Bank limited, Bargachhi branch who were truly supported and co-
operated me despite of their busy schedule

Sincerely,

Md. Rizwan Khan

……………………

PUSOM

7th Semester

Purbanchal University School of Management (PUSOM)

Biratnagar, Nepal
iv
 Table of Contents
Internship Certificate.................................................................................................................ii

Approval Sheet.........................................................................................................................iii

Acknowledgement....................................................................................................................iv

Table of Contents.......................................................................................................................v

List of Table.............................................................................................................................vii

List of Figure............................................................................................................................vii

List Of Abbreviation...............................................................................................................viii

Executive summary...................................................................................................................ix

Chapter-1 Introduction...............................................................................................................1

1.1 Background..................................................................................................................1

1.2 Brief history.................................................................................................................1

1.2.1 Brief history of Banking in Nepal........................................................................1

1.2.2 Background of Nepal SBI Bank Limited.............................................................2

1.3 Nature of the Organization..........................................................................................3

1.4 Business volume of the organization...........................................................................4

1.5 Nature and number of employee.................................................................................5

1.6 Product and Service.....................................................................................................6

1.6.1 Deposit product....................................................................................................7

1.6.2 Loans and Advances............................................................................................7

1.6.3 Other Services......................................................................................................8

1.7 Organizational structure..............................................................................................8

1.7.1 Overall Organizational structure of NSBL........................................................10

1.8 Objective of the study................................................................................................11

Chapter-2 Observation.............................................................................................................12

2.1 Function of concerned department............................................................................12

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 2.2 Details of assigned work responsibilities..................................................................12

2.2.1 Customer Service Department...........................................................................12

2.3 Problem encountered during internship period.........................................................12

Chapter- 3 Analysis and Review..............................................................................................12

3.1 Critical analysis of the theoretical concepts..............................................................12

3.2 Knowledge gained from work assigned:...................................................................12

Chapter-4 Conclusion and Recommendation...........................................................................12

4.1 Conclusion.................................................................................................................12

4.2 Recommendation:......................................................................................................13

References................................................................................................................................14

vi
 List of Table
Table 1 Business volume of SBI Bank Ltd................................................................................4
Table 2 No. of employee............................................................................................................5
Table 3 Board of directors..........................................................................................................5

List of Figure
Figure 1 Organizational Structure..............................................................................................8
Figure 2 Overrall Organizational Structure of NSBL................................................................9

vii
 List of Abbreviation
ATM : Automated Teller Machine

AD : Anno Domini

BBA : Bachelor of Business Administration

BS : Bikram Sambat

BOD : Board of Directors

CEO : Chief Executive Officer

E-BANKING: Electronic Banking

FOM : Faculty of Management

IT : Information technology

LTD : Limited

NSBL : Nepal SBI Limited

NRB : Nepal Rashtra Bank

NBL : Nepal Bank Limited

IPO : Initial Public Offering

GM : General Manager

HR : Human Resources

KYC : Know Your Customer

SWIFT : Society for Worldwide Financial

Telecommunication

PUSOM : Purbanchal University School Of Management

PU : Purbanchal university

viii
 Executive summary
An internship report entitles “AN INTERNSHIP REPOPT ON NEPAL SBI BANK
LIMITED” Has been prepared to fulfill the partial requirement of the project report of BBA
7TH semester. The report was prepared for the fulfillment of the bachelor Degree in
examination in Business Administration (BBA) offered by Purbanchal University. It was on
kind of examination to judge own capacity, to build up our knowledge, and deal with the
various problem during that period. To regard this, the internee got chance to observe and
analyse the actual banking and gain valuable experience regarding banking services or
operation. It will help the student to be fully aware of the real world practices before entering
into the bank as a fresher

The report deals with the introduction of the bank basically deals with the overview of the
SBI bank, brief history, nature and number of employees, service and product, structure of
the organization etc. Similarly, it also includes the analysis and review consists of data
collected, experience gain from the work assigned in the second and third paper.

Finally, this report ends the conclusion and recommendations from two month of
experiences at Nepal SBI Bank Limited

ix
 Chapter-1 Introduction
1.1 Background
Education has become the backbone of personal development as well as development of the
country. Due to this reason, many schools and colleges have been established every day with
various innovative courses as per the demand. Among the various universities governing the
colleges, Purbanchal university of Nepal providing a wide range of stream in the educational
sector among which management education holds a major position.

With the increasing demand of the management studies, PU has offered various Management
courses. Among them the Bachelor of Business Administration (BB A) is one of the most
popular programs, which was established in 2002. The BBA program focuses on the
development of the students through field visits, report preparation, presentation and courses,
internship program

Internship is one of the important component and essential requirements of the four year
BBA program. As per the course requirement of the BBA program every eighth semester
students must t prepare the internship report after the completion of the internship in the
institution. Here the internship in NSBL, this report is the outcome of the valuable real-life
experience obtained during the internship in that organization.

This is a report focused on the Customer Service of Nepal SBI Bank Limited, and since the
internee had completed internship from the Biratnagar branch all the details related to the
Customer Service is based on that branch and contains the fact that have been providing
services to its customer.

1.2 Brief history

1.2.1 Brief history of Banking in Nepal
In Nepal, formal banking system was introduced only in 1994. Nepal Bank Limited
(NBL) was the first bank to introduce the banking system in Nepal. Before establishment
of this ban, the banking needs of people were fulfilled to certain extend only by
organized financial institution the “Tejrath Adda” . Accordingly NBL was established on
November 1973 under Nepal Bank Act as joint Venture between government and private
for overcoming its limitations. It regulates currency achieving stable exchange rate and
mobilize capital for economic development and for stimulation of Trade industry and
1
Banking sector. Nepal Rashtra Bank (NRB) came into exercise in April 26 1956 as
country central bank. After this NRB diverted its attention towards the development of
banking system by formulating relevant policies and procedure. As in other countries,
Goldsmith and landlords were the ancient bankers of Nepal. But it was found that
“Manangka mudra” was used in the period of king Man Dev and “Gunank Mudra” in the
period of king Guna Dev. Similarly from 7 th century, different kings like Anshubarmaa,
king Gishnu Gupta produced ancient coins. Metal coins were used in the period of
different mall kings.

Banking in true sense of term started with inception of Nepal Bank Limited on 30 th kartik
1994 BS.Nepal Rastra Bank (NRB) id the central bank of Nepal which was established in
the 14th Baishak 2013 BS under NRB act 2012. Similarly, Rashtriya Banijaya Bank as a
second commercial bank of Nepal was established in 2022 BS. Industrial sector was
looked after the incorporation of Nepal industrial development corporation in 2016 BS.
Similarly, in 2024 BS Agriculture Development Bank was also established.

In 2041 BS Asadh 29, Nepal Arab Bank renamed as Nabil Bank Limited as a first joint
venture bank was established in the history of banking . Thereafter, government of Nepal
offered to open other joint venture bank on the joint investment basis. In order to operate
all commercial banks incorporated in Nepal, uniformity of laws and banking Acts, Nepal
commercial Bank Act 2031 BS formulated.

1.2.2 Background of Nepal SBI Bank Limited

Nepal SBI Bank Ltd is the first indo- Nepal joint venture in the financial sector sponsored
by three institution promoters, namely State Bank of India (SBI), Employees Provident
Fund (EPF) and Agriculture Development Bank Ltd. (ADBL) through a Memorandum
of Understanding signed on 17th July 1992. NSBL was incorporated as a public
Registration No. 17-049/50 with an Authorized Capital of RS 12 Crores and was licensed
by Nepal Rashtra Bank on July 6, 1993 under license NO. NRB/1.pa./7/2049/50.

Nepal SBI Bank Ltd. (NSBL) is a subsidiary of Bank of India (SBI) having 55% of
ownership. The local partner viz. Employee provident funds holds15% equity and
General public 30%. In terms of the technical services Agreement between SBI and the
NSBL, the former provides management support who is also the CEO, Chief Credit
Officer and Dy. CEO, Chief Financial Officer, Chief Risk Officer and Chief Credit
2
 Officer , exercises overall control functions with the help of 3 Regional offices and
oversee the overall operation of the Bank.

1.3 Nature of the Organization

NSBL was established in July 1993 one full-fledged office at Durbar Marg, Kathmandu with
18 staff members and has emerged as one of the lending banks of Nepal, with 679 skilled and
dedicated Nepalese employees working in 62 branches, extension counters, and 3 Regional
Offices and corporate office. With presence in 32 districts in Nepal, the bank is providing
value added services to its customers through its wide 85 ATMs internet banking, mobile
wallet, SMS banking, IRCTC Ticket Online Booking facility, etc. NSBL is one of the fast
growing Commercial Banks of Nepal with more than 6.22 lakhs satisfied deposit customers
and over 4.80 lakhs ATM / Debit cardholders. The bank enjoys lending position in the
country in term of penetration of the technology products, viz Mobile Banking, Internet
Banking and Card services. The Bank is moving ahead in the Nepalese Banking Industry
with significant growth in the Net profit with very nominal NPA. As of the July 2016, the
bank has deposits of RS 65.21 billion and advances (net) of RS 47.5 billion, beside
investment portfolio of RS 19.29 billion. Under the Banks and Financial institution Act,
2063, Nepal Rashtra Bank granted fresh license to NSBL classifying it as an “A” class
licensed institution on April 26, 2006 under the license No.NRB/I.Pra.Ka7062/63. The
Authorized capital is RS 30 Crore and paid-up capital is RS 235 crores. State Bank of India
(SBI), with a 210 years history, is the largest commercial bank in india in terms of assets,
deposits, profits, branches, customers and employee. The government of india is the majority
stakeholder and has controlling stake in SBI.

Vision, Mission, and the Objectives of Nepal SBI Bank Limited

Vision, mission, and the objectives are the most important aspects for a substantial
growth and survival for a bank. Nepal SBI Bank Limited vision s, missions,
objectives, and value statements are:-

Vision
The vision of the Nepal SBI Bank Limited are “ The Banker to Every Nepali.”

Mission:
My SBI
My Customer First
3
 My SBI: First in customer satisfaction

Objectives
Nepal SBI Bank Limited has the following objectives:

 Caring for customer’s evolving need and expectations by providing suitable and tailor
made product and services.
 Ensuring reasonable returns on investment for the shareholders.
 To provide excellent service to the customer.
 Provide competitive returns to its shareholders by delivering modern banking service.
 To provide excellent service to the customer.
 Help in economic development of country.
 To provide various schemes and incentives to small saver in various domestic savings.

1.4 Business volume of the organization

Table 1 Business volume of SBI Bank Ltd

Amount
particular FY 2078/79 FY2079/80 % change
change

Paid up capital

Reserve and surplus

Deposit

Loans and Advances

Investment and placement

Total assets

Net Interest income

4
 Operating profits

Profits After Tax

Return On assets (%)

Return on Equity (%)

Non-Performing Loan(%)
(As Per NRP)

Earnings per share(NPR)

1.5 Nature and number of employee

Different employees perceive different types of nature according to their work and
department, but they should always cooperate with their customers. Customers are the assets
of any organization without whom organization cannot operate. By studying their nature, they
are cooperative, friendly, hardworking, sincere honest extrovert and talented.

Table 2 No. of employee

Staffs category male Female total

Managers 1 - 1

Operational in-charge - 1 1

Supervisors 1 - 1

Assistant 1 1 2

Junior trainee 1 1 2

5
Credit/loan department - 1 1

security 2 - 2

Table 3 Board of directors

Name Designation

Ms. Jayati Bansal chairman

Dr. Gopal bhatta Independent director

Mr. pinaki Nath Banerjee Director

Mr. Bharat Raj Wasti Director

Ms. Apsara Uprteti Director

Managing Director and chief Executive

Mr. Dipak Kumar De
Officer

1.6 Product and Service

Product and service of Nepal SBI Bank limited

 Current Account
 Saving Account
 Fixed Account

NSBL is growing in terms of tenure of its operation. A lot of investment of both time and
capital has been but into bring innovative product and service that caters the need of its
customers. The product and service offered by the bank are as follows:

6
1.6.1 Deposit product
NSBL has introduced various personalized product and services that harmonized different
banking requirements of its customers. Designed with arrays of features, deposit products
of NSBL are one of the best in the market. The deposit base comprises of various type of
depositors ranging from general public, business houses to institutional depositors. NSBL
tailor made and personalized deposit products and services meet the needs in today’s fast
paced and competitive business world. The services are characterized as being easy,
secure and attractive modern banking facilitates that provides high return to the surplus
fund, makes personal banking convenient and efficient thus diversifying the portfolio to
the best suit the investment plan. At present the following deposits scheme are provided
by NSBL:

 Swarnim Bachat (Daily Balance saving)

 Ujjwal Bhavisya Bachat Yojana (Recurring deposit)
 Indreni Bachat
 Provident Fund Account For Permanent Staff of Organization
 Simple Saving Account
 Swastha Bachat khata
 Baristha Nagarik Bachat Khata
 Vishesh Khata
 Karmachari Khata
 Current Account
 Mahatma Gandhi Account
 Dhanbridhi Account
 Fixed Deposit

1.6.2 Loans and Advances

 Education Loan
 Auto Loan
 Home Loan
 Mortgage Loan
 Mortgage Plus Loan

7
  Doctor Plus Loan
 SME Loan For Small And Medium Enterprises Cash Credit
 Project Term Loan
 Demand Loan
 Trust Receipt Loan
 Pre shipment Loan
 Other Commercial Loan
 Loan against FD
 Teacher Plus loan

1.6.3 Other Services

I. Prepaid card
II. Utility Bill Payment
a. NTC Bill Payment
b. UTL Bill payment
c. LIC Insurance Premium
III. Account department
a. Clearing
b. Transfer
IV. Online Banking
a. E-banking
b. SMS banking

1.7 Organizational structure

A clear and precise organizational structure helps to increase the organizational efficiency
and hence, clear the line of command and line of authority. The bank is under the control of
NRB. The NRB has appointed a five members management committee performs as a board
of directors (BOD) of the bank. Chief executive officer is under the board of directors
followed by general (GM), Deputy General Manager (DGM) and then others departments.
The simplified organizational structure of Nepal SBI Bank Limited, Bargachhi branch is
shown below:

8
Figure 1 Organizational Structure

Branch Manager

ADMINISTRATION

CUSTOMER SERVICE
DEPARTMENT

CASH DEPARTMENT

LOAN DEPARTMENT

According to the figure, Branch Manager is the highest authority under whom operation in-
charge is responsible. Under the authority of “operation in-charge” the existing departments
such as customer service department, remittance, cash counter are working in the
organization.

9
1.7.1 Overall Organizational structure of NSBL
Figure 2 Overrall Organizational Structure of NSBL

10
1.8 Objective of the study
As an intern, primary objective of internship is to provide us with an opportunity for
developing managerial skills by working in the organization. The specific objectives of the
study are

 To understand overall operations of a commercial bank.

 To develop the interpersonal skill and communication skill through the interaction
with people in the organization.
 To understand the process, product and services offered by the commercial bank.

11
 Chapter-2 Observation
2.1 Function of concerned department
Most of time of my internship was spent in working in customer service department which
helped me to gain sufficient knowledge regarding various activities performed in customer
service department. It is one of the busiest department in the bank and it is the 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 place where the customers first get the
service. As the different activities such as opening new account, closing existing account,
issuing check books, balance inquiry and providing statements, issuing debit cards, etc are
performed.

I. Providing General information:

While working in the customer service department, proving general information
related to various services offered by the bank such as account opening, debit card
remittance etc. are the main tasks.
II. Account opening
Internee has been involved in opening various account like fixed a/c, saving a/c,
current a/c according to the need of the customers. Internee also helps the customers
in filling account, opening form etc.
III. Account closing
In customer service department according the request of the customer account can be
closed. For this account holder should provide an application subject to closing of
account to the respective bank.
IV. Record Cheque book request
In customer service department record for preparing cheque book has been done. The
request is made on the basis of finishing of cheque and for the lost one. For new
cheque book request a sheet of paper already attached with the cheque book should be
filled. For the lost one, an application should be given to the request for the new
cheque book.
V. Making and issuing cheque book

12
 After collecting the entire rest for cheque book, cheque book are printed after closing
the customer service department according to the orders of customers. Cheque will be
issued to the respective customers who provide the request for preparing cheque book
by verifying the signature at the time of issue.
VI. Searching cheque book
According to the request of the customers cheques will be searched and provided to
the respective cheque holders.
VII. Change of signature
In the following circumstances, change of the signature is sought by the client.
 Change in writing habit
 Change in ownership
 Change in authorized persons/office better etc
VIII. Transfer payable
A transit account where transactions are recovered for a temporary period before the
balance is transferred or paid to the beneficiary. Amount is kept in this account till the
beneficiary comes and collects the amount.
IX. Standing Instruction
The bank receives standing instructions from the clients so as to make payment or
transfer of funds periodically or on certain specified dates to name beneficiary by
debiting the account for a defined or until of termination.
X. Filling forms and voucher
Some customers are unable to fill up their form during account opening. So the
internee asks the customer about their personal details, so that internee can fill the
account opening forms and vouchers.

b.2 Details of assigned work responsibilities

As internee was assigned to various departments, the details of job assigned are described as

2.2.1 Customer Service Department

Since the internee was basically appointed for the research task. So the major concerned
of the candidate was customer service department, client, credit department, remittance
administration. Customer service is the front desk of an organization. It provides all the
necessary information to the customers. For an organization, it is the main and most
13
 important department which needs to deal with customers more than any other
department in the banks and it is the place where internee can make an early impression
to the clients.

Opening of Account
Opening account is very crucial because it increases the deposit volume of the bank. But
however for opening an account proper authentication and documents are required in
ordered to find genuine customer who are loyal and does not have intension to fraud and
mislead the organization. Thus, any legal person or natural person can open accounts in
the banks. But the individual or the organization who are not recognized by the law; and
or the terms and conditions are not fulfilled as stated by the law; and or any individual or
organization disqualified by the law, cannot open the account.

Processes to open account are as follows

 Guide customers to fill the prescribed form including name, address, valid citizenship or
passport number, specimen signature and other valuable customer information.
 Check the necessary documents like government issue documents such as citizenship or
passport, birth certificate for the minor and others.
 Mark all copy documents (if any) as seen original personally, identified.
 Write client code and account number in account opening form.

Closing of Account
The account may be closed if the account reflect nil, negative or if the balance is
sufficient. Standard tariff fee shall be charged in if the account is closed on customer’s
request. Customers shall return as used cheque leaves and ATM/Debit card along with
request for closure of accounts.

Issuing of statement to the customer

Statement of account will be delivered by post or authorized customer should collect from
the bank. The opening should inform the mode of receiving account statement at the time
of account opening. The statement of account must be collected by the authorized person.
The customers should provide full details of address where the statement of account is to
be mailed. The change of address should be immediately notified to the bank. In case
statement of account is returned to the bank because of incorrect or incomplete address,

14
the customer will be charged as per the bank’s rule. Each duplicate statement of account
is subject to the bank’s service charge.

Recording and issuing the cheque

Cheque book for account will be provide to the customers only if the customer is
maintaining the certain minimum balance as stipulated by the in his accounts. For
ordering a cheque book a customer has to fill cheque requisition form and the requested
cheque book is issued to customers in next working day. Each cheque book prepared
during the working days should be recorded in the cheque register which includes account
number, account name, cheque number, computer number etc. the cheque book will br
issued to an account holder by verifying his signature in cheque register and check
requisition form. Cheque book is given to a third party only after obtaining the identify
documents of the receiver

Issuing and recording ATM

The recording of ATM pins is done CSD whereas recording of ATM is done by ATM
department. So internee has to deal with ATM pins. After the arrival of pins they are kept
in separate trunk. The pins are issued to the account holder with his physical presence
only after verifying his/her signatures. The outward of the ATM pins must be recorded in
an ATM register.

Reconciliation of ATM, ATM pins and Withdraw cheque

in the end of every working day the reconciliation of ATM, ATM pins and withdraw
cheque should be done by counting ATM, ATM pins and withdraw cheque and verifying
them with their concern reconciliation book and register.

Issuing E-banking codes

The E-banking facility will be provided to the customer with their request. For this the
customer or account holder has to full Application form for internet /Mobile banking.
After the arrival of E- banking codes they are kept in separate trunk. The banking codes
are issued to the account holder with his physical presence only after verifying his. The
outward of the E-banking codes must be recorded in the E-banking register.

Balance inquiry

15
 The balance inquiry of the customer can only be done if the account holder himself is
physically present otherwise any sort of information regarding the account is not
disclosed to any other customer.

Change in address and signature

Any sort of change regarding address and signature which reflected in account opening
form should be informed to the bank as soon as possible. For making certain change in
the account holder should fill KYC and other related forms.

Editing and Recording the customer profile

Any changes in the accounts and additional about the account holder must be carefully
edited in the computers profile should be made for which the internee has to fill an
Annexure Sheet.
Provide assistance to the customer
Customers come up with the various issue in the bank. Thus the internee has to deal with
these facilities provided by the bank and try to solve their queries and problem cannot be
solved then it should be forwarded to the concerned staff members. The customers also
should assistant in the filling up forms, cheque, books, voucher etc. and should be
informed about the new product, services, and facilities brought by the bank.
Filling
Various documents should be filled up in order to get to required documents whenever
needed. Thus, internee has to file up different vouchers, cheques, forms and application of
the customers in their respective file and keep them in their respective places.
Attending phone calls
The internee should attend calls of the customer, handle their queries as far as possible
and forwarded it to the other department and staffs according to the request and need of
customers.

b.3 Problem encountered during internship period

While carrying out the task assigned by the supervisor, internee has to face the following

 Due to the time constraints of eight weeks, it was not enough to experience the entire
activities, processes, functions and transaction undertaken in the bank. Thus deep
analysis could not be done.

16
 Some of the Customer disagree to accept the charges for account closing and make
argument on this matter for long time. So, it was difficult to convince them about the
bank’s charges.
 Since bank did not conducted proper class before joining internship it was difficult to
deal with customer confidentially during initial days of internship periods.
 Difficulties in making clear understanding of the bank balance statement to illiterate
customers who request who request of know the transaction.
 Internee was not allowed to go cash department so working procedure in those
department is still unknown.
 Bank staffs were usually busy in their own task, due to which I was unable to learn
many thing from them as I has expected to.
 Difficulties in understanding the languages of different culture people which visited
as customer.

17
 Chapter- 3 Analysis and Review
3.1 Critical analysis of the theoretical concepts
An internship is an extensive program through which an intern can learn the practical aspects
of what is taught between the four walls of a classroom. It provides practical exposure and
helps the students to understand corporate social responsibility, develop corporate attitude
and venture entrepreneurship.

It is universal truth until and unless you gain practical knowledge your theoretical knowledge
does not get enhanced. The theoretical knowledge of mine after internship programmed has
broadened. As we had gain various lectures and training regarding banks and its department,
the working condition is similar but while gaining theoretical concept we never used to know
how the decision are taken, how the works are done, what is the process of doing work.
Theoretical knowledge provides a dim picture at that period and after the personal experience
the dim picture gets cleared.

3.2 Knowledge gained from work assigned:

The most important knowledge that students have gained during their internship period is
how to perform various tasks in Nepalese organizational environment, which is the basic
lessons for my career development. Besides this, student can also learn the working of the
general banking transaction.

And in intern case, practical knowledge during liny intern weeks was obtained. Students get
exposed in the practical field and will have lot knowledge trough the intern organization.
Personally observed it was a very good period for my learning experience and also for my
carrier shaping.

During intern period, students felt the importance of the time management and need of good
communication skills. Since the customers are the main drivers of any financial institutions,
they should be pleased by offering the quality services which basically depends on the quick
services and the pleasing personality of the staffs because most of the services provided by
the different commercial banks are same in nature and customers have different choices to
make in the market. So, the best policy of any bank is to return the customer by providing the
quality service and to attract the new customer by new schemes and being the competitive in
the marker. During that intern period, it was observed that how to grant loan to the customer
18
and before granting loan to the customer and regulation as per NRB the organization itself
too. While performing banking activities employee must be sincere and should show
confidence in his /her work which helps to reduce errors and raises potential and also
extended the capacity to work under pressure with prompt.

Besides the above mentioned details few things are noted below which makes in internee full
of knowledge and practical experience.

 Gained the knowledge regarding day- to-day operation of bank.

 Gained the ideas and skills to apply the theoretical knowledge in the practical field.
 Well known the activities performed and functions of the different department of the
bank.
 Learnt the way to deal with the customer and satisfy them with the proper feedback.
 Gained knowledge regarding the banking practices, rules, regulations and function of the
bank in the Nepal.
Finally, gained the knowledge regarding a very positive concept that internship in the banks
boots up the feature prospects of an internee in the banking sectors.

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 Chapter-4 Conclusion and Recommendation
4.1 Conclusion
After having spent two months at Nepal SBL bank Biratnagar Branch as an intern, there are
several things that the intern has come to know about it. The branch is very lively place and
the intern really enjoyed working with people out there. Almost all the countries are trying
their level best to export the products so as to earn foreign currency and bring the financial
condition of the country to zero net aid. But certain difficulties have been found while dealing
with export business. The exporter may worry about payment and the importer may worry
about the receipt of goods and thus be reluctant to pay before receipt of goods. Even though
Nepal is one of the least developed countries in the world, banking business is rapidly
developing. Banking sectors plays an important role in the commencement and development
of the industry. Therefore, there is growing need for the development of the financial system
basically banking business has broadened in the number and diversified modern financial
instrument.

Nepal SBI bank limited has customized its services according the needs and wants of the
customers. Majority of the customers are satisfied with the services provided by NSBL. The
major reason behind it was cooperation and responsive staffs.

From above analysis it is clear that Nepal SBI bank limited is one of the well-established and
leading commercial bank of Nepal which aims to service its valued customers through quality
and advertisement of its services through largely extended network. During internship period,
I got opportunity to gain an in-depth knowledge of the banking sector and study its various
aspects .internship favored me to get the practical acquaintance of the bank and its overall
operation system. I observed the functional activities of

Clearing Department and Remittance and understood the corporate culture. Prior to internship
my knowledge was limited within the books. At Nepal SBI bank limited intern was fully
guided by all the staff in the acquiring the practical knowledge. It not only provided me the
experience of the functional activities but also let me know about the informal organizational
relationship. The experience of internship was incredible while boosted my confidence level
and enhanced my inter personal communication skills. It developed interaction skills and
shaped up my personality too. Therefore, it can be concluded that Nepal SBI bank limited is
one of the best banks with friendly environment and excellent customer service.
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4.2 Recommendation:
Some of the weaknesses of Nepal SBI bank limited has been found out during the internship
period. Although the bank is in the right track. Some factors need to be taken care of for the
bank to provide more effective services to its customers. Based on observation during the
internship period, following recommendation to the bank has been made:

 The advertising of bank’s product is not so much good and exposed to the people. So,
bank should hire some of skilled manpower can design creative and attractive
advertisements and advertising campaigns by using all possible media to make to
make every person aware of the bank’s update old and new products and services.
 Bank is using token system to avoid difficulties for the customers to withdraw, or pay
deposits. But uneducated and some of the educated customers do not know that
should they get from machine. So, there must be a bank employee for the guidance of
the customers.
 Training sessions of the bank employees of all over the country are conducted by
bank at head office which is very expensive for the bank to bear the accommodation
and meal charges of the employees. So, bank expand and established some more
training centers in other cities of the country in order to reduce these expenses.
 Bank is somewhat slow in launching new products. So, bank should review its
possible of launching new products in short and reasonable time.
 There should be a communication link between executives and top- level
management.
 Incentives and award system should be introduced for the employees for their
motivation.
 Employees should not be overloaded with work in the relaxation of employees and
increases job satisfaction of employees, which is in best interest of the bank.

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 References
Bhandari, Dilli Raj, Banking and Insurance, Aayush Publication, Kathmandu, 2004 Asmita
Publication.

Manadhar, K.D. and pokharel, S.B (2009). Marketing Fiancials services.Kathmandu Asmita
publication

Shrestha, M. K. and Bhandari, D.B. (2008) Financial markets and institutions. Kathmandu
Thapa, K, and Parajuli, B. (2010) Financial Institution. Kathmandu: Januka Publication.

Websites:

www.imnepal.com

www.nsbl.com

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