SERVICES QUALITY OF CITIZENS BANK INTERNATIONA LTD.

A Field Report

Submitted by
xxxxxxxxxxxxxxxxxxxxxxxx

Registration No: MG-xxxxxxxxxxxx

Symbol No: xxxx
Far-western University

Submitted to

Far-western University

Faculty of Management

Bhimdatta-18, Kanchanpur

In Partial Fulfillment of the Requirements for the Degree of BACHELOR

OF BUSINESS ADMINISTRATION (BBA). Mahendranagar, Kanchanpur.

July 2023
 RECOMMENDATION

The Field report entitled “Services quality of Citizens Bank International Ltd.”
submitted by xxxxxxxxxxxxxxxx of Farwestern University Mahendranagar,
Kanchanpur is prepared under my supervision as per the procedure and format
requirements laid by the Faculty of Management, Far western University, as partial
fulfillment of the requirements for the degree of Bachelor of Business
Administration (BBA). Therefore, recommend the Field report for evaluation.

……………………..
Signature

Asst. Prof. Manish Ojha

Far-western University Mahendranagar, Kanchanpur

Date……………….…
 STUDENT’S DECLARATION

This is to certify that I have completed the BBA Project entitled “SERVICES
QUALITY OF CITIZENS INTERNATIONAL BANK Ltd.” under the guidance
of Asst. Pro. Manish Ojha in partial fulfillment of the requirements for the degree
of Bachelor of Business Administration at faculty of management, Far Western
University. This is my original work and I have not submitted it earlier elsewhere.

Date …………. Signature:

Name: xxxxxxxxx
 CERTIFICATE FROM THE SUPERVISOR

This is to certify that the field work report entitled “SERVICE QUALITY OF
CITIZENS BANK INTERNATIONAL LIMITED” is an academic work done by
Bandana Joshi submitted in the partial fulfillment of the requirements for the
degree of Bachelor of Business Administration at Faculty of Management, Far
Western University under my guidance and supervision. To the best of my
knowledge, the information presented by him/her in the field work report has not
been submitted earlier.

……………………………..

Signature of the supervisor

Name: X Y Z.

Designation: Assistant Pro.

Date:
 ABBREVIATIONS

BBA : Bachelor of Business Administration

CBIL : Citizens Bank International Limited.

HOD : Head of Department

RBB : Rasrtiya Banijya Bank.

ATM : Automatic Tailor Machine

AGM : Assistant General Manager

DGM : Deputy General Manager

CEO : Chief Executive Manager

BM : Branch Manage

IT : Information Technology

Ltd : Limited

ADBL : Agriculture Development Bank Limited.

FWU : Far-Western University

NRB : Nepal Rastra Bank

KBL : Kumari Bank Limited.

 ACKNOWLEDGEMENT

With profound privilege I would like to thank Far Western University for
providing me an opportunity to conduct this field report entitled, “services of
Citizens International Bank ltd”. This kind of work is essential for BBA students
that give us an opportunity to get exposed to practical knowledge on subject. This
field report is in the form as required by the Faculty of management Bachelor of
Business Administration (BBA) 8th semester. It has been compulsory to submit the
Field report in the last year of this course.

I am sincerely thankful to staffs of the Citizens International Bank ltd. for

providing necessary data and information about the bank services quality to
complete this report.

I am grateful to my teacher for sharing their valuable suggestions while I was

preparing this report. And also like to thanks my friends for devoting their valuable
time to collect data for this Field report and helping me in this task.

At last, I would like to disclose my sincere gratitude to assistance Prof. Manish

Ojha for their co-operation and support and encouragement for the completion of
this work.

Bandana Joshi

Far-western University, Kanchanpur Nepal

Date:
 LIST OF TABLE

Table No. Table Name Page No.

1. Sex group

2. Occupation

3. Age of consumer

4. Marital status

5. Influencing factor

6. Factor to prefer selected services of CBIL

LIST OF FIGURE

Figure No. Figure Name Page No.

1. Sex group

2. Occupation

3. Age of consumer

4. Marital status

5. Influencing factor

6. Factor to prefer selected service of CBIL

 TABLE OF CONTENTS

Title page…………………………………………………………………

Recommendation…………………………………………………………

Student Declaration……………………………………………………….

Certificate from the supervisor……………………………………………

Abbreviations……………………………………………………………...

Acknowledgement…………………………………………………………

Lists of table……………………………………………………………….

List of figures………………………………………………………………

Chapter 1 – Introduction

1.1 Background of the study……………………………………………..

1.2 Statement of the problem……………………………………………

1. 3 Introduction of the organization……………………………………

1.3.1 Historical background of Citizens Bank International Ltd……

1.3.2 Objectives of Citizens Bank International Ltd…………………

1.3.3 Services of Citizens International Bank ltd……………………

1.4 Objective of the study………………………………………………..

1.5 Significant of the study……………………………………………...

1.6 Limitations of the study……………………………………………..

1.7 Literature Review..............................................................................

Chapter 2 – Methodology

2.1 Introduction………………………………………………………

2.2 Research Design…………………………………………………

2.3 Population and Sample…………………………………………..

2.4 Nature and Sources of data……………………………………...

2.5 Data Collecting Procedure……………………………………….

2.6 Types of Data…………………………………………………….

2.7 Data Analysis Techniques………………………………………..

Chapter 3- Analysis and presentation of data

3.1 Presentation and Analysis of data………………………………

3.2 Findings………………………………………………………...

Chapter 4- Conclusion and Recommendations

4.1 Conclusion………………………………………………………..

4.2 Recommendations………………………………………………...

REFERENCE/Bibliography

Appendix
 Chapter 1 – Introduction

1.1 Background of the Study

A bank is a financial institution that deals with money. sIt accepts deposits from surplus unit and
provide loan to deficit units. A bank is a commercial or state institution that provides financial
services to consumer, including issuing money in various forms, receiving deposits of money,
lending money and processing transactions and the creating of credit. The word “BANK” is
derived from Latin word “banko/bancus”, Italian word “banca”, french word “banque” which
means a bench. Derived from a German word “back” which means “joint stock fund”. In ancient
era, the merchant, the goldsmith and the money lender preformed the banking activities. A bank
can be classified into several types on the basis of functions, ownership, status and domicile.

According to Crowther” A bank collects money from those who have it to spare or who are
saving it out of their incomes, and it lends this money to those who require it.” According to
Nepal Rastra Bank Act 2002 “Bank is a financial institution, which provides financial services
that may be in the form of accepting deposits, advancing loan, providing necessary technical
advice, dealing over foreign currencies, remitting funds, etc.

The modern banking system in Nepal begins only in 1994 BS after the establishment of Nepal
Bank Limited. As NBL which was incorporated under Nepal Bank Limited Act 1993. Later, on
Nepal Rastra Bank was set up on 2013 B.S. as the first central bank under Nepal Rastra Bank
Act 2012 B.S with an objective of supervising, protecting and directing the functions of
commercial banking activities.

Now days the banking sectors are largely increased and are responsible for collecting savings in
terms of different types of deposit products. There are current 27 ‘A’ class commercial banks in
Nepal as per Nepal Rastra Bank report of the mid April 2020. All commercial Banks in Nepal
provide deposit facility, various loan facilities, advanced ABBS services, Internet Banking along
with the ATM facilities through their networks. Until Ashad end 2077, there are 20 development
banks in Nepal. Out of the 20, eight development Banks are operating at the National Level.
There are 22 ‘C’ class finance companies and 85 ‘D’ class microfinance companies in Nepal. As
many as eight local units among the total of 753 still do not have a branch of any commercial
bank in their jurisdiction, according to the central bank of Nepal. The government had planned to
establish at least one branch of a commercial bank in each local units by the end of fiscal year
2017/18. However, by the end of the first half of the current fiscal year 2019/20, only 745 local
units had access to the commercial banking services, the Nepal Rastra Bank informs.

The Central Bank claims difficult terrain resulted in the failure to extend the service to these 18
places. Two units in Bagmati and Sudurpaschim each and one units of Province 1, Province 2,
Gandaki and Karnali each do not bank. All local units Province 5 have such a facility.
Meanwhile, there are 9394 branches of various banks and financial institutions operations in the
country, according to the central bank. Thus, we can say that the main task of bank is to mobilize
resources in productive sector by satisfaction of customer throw consuming services quality of
Citizens Bank International Limited.

1.2 Statement of the problem

Various numbers banks and financial institutions are increasing in Nepal day by day. There is
high competition in the market but less viable and investable projects. In the current situation
there is mismatch of deposit services of banks. There are 27 commercial banks operating in
Nepal. They collected adequate amount from the mass, however they could not find or locate
new investment sectors required to mobilize their funds on the changing context of Nepal. It is
difficult to solve that problem of commercial Banks. Services quality which provided to
customer through commercial banks. This study tries to find out the answer of the following
questions: -

1. What are the services quality of Citizens Bank International Limited?

2. What is the effectiveness of services qualities in Citizens Bank International Limited?

3. Customers are satisfied or cannot satisfied from services quality of Citizens Bank
International Limited?

4. What will be the response of customers to improved quality of the customers’ service?
1.3 Introduction of the organization

3.1.1 Historical background of Citizens Bank International Limited.

Citizens Bank International Limited was established on 7 th of Baishak, 2064 as the 20th
commercial bank in Nepal. The head office of CBIL is located at Narayanhiti Path Kathmandu.
It is promoted by eminent personalities/business and industrial houses and reputed individuals
like Prakash Chandra, Pavitra Kumar Karki having high social standing. It is managed by a team
of experienced bankers and professional like Mr. Ganesh Raj Pokharal (CEO), Mr. Bodh Raj
Devkota (Deputy CEO), Mr. Ramadhan Shrestha (Assistant CEO) and Mr. Sumit Babu Khatri
(assistant CEO), Paras Kumar Kafle (Assistant CEO), Rajendra Lal Shrestha (Assistant
CEO/Company Secretary), Umang Sharma (Assistant CEO), Sanjeeb Kumar Shresth (CITO) and
Pramesh Raj Kayash (CFO). Citizens International Bank ltd. has been established as a reliable
and trustworthy partner for all financial solutions. Institutionalized by a highly professional and
experienced team, it has gained credibility in banking sector through quality financial service.

After its establishment, three more commercial banks came in existence and the no of
commercial banks in Nepal increased to 27 till date. Some new commercial banks are ready to
enter in the Nepalese financial market. As per the WTO agreement the foreign banks will be
allowed to establish their branches in Nepal or foreigners can open new banks in Nepal. There
are 109 branches of Citizens Bank International Limited available in whole country.

1.3.2 Objectives of Citizens Bank International Limited.

To be leading bank known for its services excellence in the region. To be a trustworthy partner
for the progress of individuals and institutions by designing, producing and delivering the best
financial solutions. We constantly strive in its services five corporate values as follows:

Customer Focus

We are committed to meet the financial needs of our

Customers and exceed their expectation through innovative solution.

Service Excellence

We promise to deliver customer centered products and services par excellence.

Human Resource

We employ bright, honest helpful and pleasant people. We nurture and empower them to achieve
their full potential and be accountable.

Corporate Governance

We believe in being accountable, conducting business ethically and maintaining transparency.

Social Responsibility

We are committed to take social initiatives for the development of the nation.

Here are some other objectives of Organization.

To provide standard and reliable financial services to the general public, by protecting
and promoting the right and interest of the depositors and shareholder of the Bank.

To bring about such financial resources, from internal and external sources as may be
required for the establishment, development, expansion and productive business which
appears viable from business viewpoint, and there by render support for bringing about
dynamism in the development of industrial, trade and agriculture sector of the country.

To establish operate, development, expand and promote manufacturing and employment

oriented business by properly mobilizing the available skills, labor and capital to provide
such financial resource, technical and managerial consultancy services, training and
technology as may be required for the same and be actively engaged in and there by
render support for poverty alleviation; and

To provide financial intermediary services through institutional investment by integrating

the capital scattered in the country and fair competition.
1.3.3 Services of Citizens Bank International Limited.

Deposit Schemes

Sharedhani Bachata Khata

The Bank offers Citizens “Sharedhani Bachata Khata” for the shareholder of the Bank with a
minimum balance of NPR 100.00 only. Citizen NPR Debit card facility is provided with the
account of withdrawals and no changes are taken on inward remittances (domestic as well as
international).

Senior Citizens Savings

The Banks offers senior citizens savings primarily for the Senior Citizens of the country (equal
to or above the age of 55 years). The Banks provides zero balance for the offer and 25% discount
is provided on good for payment cheque issuance fee. This account has been designed especially
to respect the senior citizens.

Citizens Matribhumi Bachat

The primary beneficiary for citizens Matribhumi Bachat are Nepalese citizens residing in foreign
countries those who are in the process of going abroad for foreign employment can also enjoy
this deposit product subject to presentation of valid visa. There is no any amount fixed as
minimum balance and no restriction on the amount of withdrawals. Better rates are provides to
exchange rate to account holder while remitting money to Nepal through citizens remit.

Citizens Mahila Bachat Khata

The Bank offer “Citizens Mahila Bachat Khata” for Nepalese with is above 16 years. Citizens
NPR Debit Card facility is available which is valid in Nepal as well as India. The scheme always
25% discount on Locker charge. This product is design to support the women.

Citizens Muna Bachat Khata

“Citizens Muna Bachat Khata” is primarily for the minors (below the age of 16 years) facilitated
by the guardians. The Bank provides zero balance services for the offer. Facility of Citizens NPR
Debit Card is provided which is valid in Nepal as well as India. This is designed to help to save
for the child future with children saving account, children learn to manage money and parents,
relatives and friends have a place to save they care about.

Citizens Recurring Deposit

The Bank offers citizens Recurring Deposit for Nepalese citizens. Minor can also enjoy the
facility. The Bank provides zero balance services for the offer. Account holders can enjoy loan
facility of 90% of the deposit amount.

Citizens Zero Balance Account

Facilities of Citizens NPR Debit Card is provided which is valid in Nepal as well as India. Cash
withdrawal facility from any branch is provided on demand. No minimum balance is required for
issuance of cheque Book.

Citizens Rastrasewak Saving

Citizens rastrasewak saving is primarily for officials of Nepal Government, private sector, semi
government bodies and government owned corporate/Association/enterprises and their
immediate family member. The minimum balance for the schemes is zero. Facility of citizens
NPR Debit Card is provided which is valid in Nepal as well as India.

Citizens Bidhyarthi Bachat

The primary beneficiaries for “Citizens Bidhyarthi Bachat” are Nepalese student with minimum
age of 16 years and maximum age of 50 years having a valid student’s identity card. The
minimum balance for the scheme is zero. Facility of citizens NPR Debit Card is provided which
is valid in Nepal as well India. 25% discount is provided on draft issuance and travelers’ cheque
issuance. No fee is charge on inward remittances.

Citizens Special Saving

Citizens’ special saving account is that which is especially designed for people residing in side
the valley which provides special saving skills.

Dashain Tihar Muddati Nichhep YojanaThe bank has been providing a financial
instrument which provides investor with higher rates of interest than regular saving account until
a given maturity date. This offer has been separated and specialized in the occasion of Dashain
and Tihar.

Citizen Super Saving Account (CSSA)

Citizen super saving account is a saving deposit product lunched for Nepalese Citizen of all age
groups. The product is the nature of superior saving bank account with added value preposition
to high value resident customers.

Citizens Bisesh Bachat Khata(CBBK)

The Bank offers citizens ”CBBK” for the Nepalese people or customers of the Bank with a
minimum balance of NPR 100.00 only. CBBK is latest scheme of saving account in Citizens
Bank International Ltd. Citizens NPR VISA Debit Card facilities is provided with free charge
drawing money from ATM in any Bank in Nepal, Mobil banking charge free , De-mate account
opening charge free Annual 6.5% interest rate, Rs100000 health insurance and Rs700000
accident insurance facilities.

Citizens Call Deposit (NPR)

Citizens Call Deposit are those deposit where high volume deposit can be done on short term
basis. A call deposit account, like a checking account, has no fixed deposit period, provides
instant access to fund and allows unlimited withdrawals and deposit. The rate of interest a call
deposit account pays depends on the amount of money in the account, a system commonly
referred to as banded interest rates or paid on the negotiated rate of the bank.

Citizens Fixed Deposit for Individual (NPR)/Citizens Fixed Deposit for

Institutional (NPR)
A fixed deposit account is an investment account and type of saving account in which money is
deposit for stated period of time and fixed interest rate is paid at the end of period. The bank
offers multitudes of fixed schemes for various duration. Is offers simple reinvestment fixed
deposit (at very competitive interest rates). One of the easier ways of making money work for
you is by investing in fixed deposit account. Opening a fixed deposit account is both quick and
easy and all that needs to be done is to deposit money in to the account for a given period of time
for it to earn 9.75% interest rate.

Citizens Saving Account

Current Account are those account in which amount can be deposit and withdrawn at any time
without giving any notice for individual, business houses and institution for unlimited access to
transaction.

Citizens Saving Account

Citizens saving account is a saving deposit product launched for individual of all age groups in
foreign currency and provides instant access to fund.

Citizens Privilege Call Account

It is an ultra-short term investment that mobilizes large deposit that are transient by nature, such
as money that would otherwise be in a current account awaiting presentation of cheques in transit
or better still, money investment on low interest call account. Citizen’s privilege banking service
is provided.

Loan Scheme

Term loan

The term can be for medium as well as long term. This loan is provided to the clients mainly for
fixed assets, capital investment such as purchase of land or construction of building or purchase
of machinery. The interest rate applied for term loan during the internship period was as follows.
Term loan Rate: Base Rate + (0.25% to 4.50%).
Citizens Home Loan (0.50% to 4.50%)

Finance to existing home loan customers seeking additional finance for purpose of
furnishing/refurnishing, purchase of household appliance /items etc.

Eligibility Criteria:

All salaried or self-employed Nepalese Citizen having a regular source of income.

The land and building to be purchased or constructed should have a minimum of 8ft
motor able road.

In case of self-employed individuals, the business must be in operation for a minimum if

two years.

The applicant must be at least 18 years and should not exceed 65 years at the time of
maturity.

Third party collateral, other than the property of the borrower or borrower’s undivided
family, will not be acceptable.

Citizen Auto Loan

Citizens Auto Loan: Base Rate+ (1% to 5%)

Eligibility Criteria:-

Salaried or self-employed Nepalese Citizens having a regular sources of income.

In case of individual having business income or firm/company, the business should be in

operation for a minimum of two years.

Unregistered transport operators should have experience of operating a commercial

vehicle of a minimum of two years.

Any person other than the owner of the firm/company shall not be authorized to take loan
on behalf of the firm/company.

Citizen Mortgage Loan

To meet personal financial obligations ready incurred /to be incurred in future interest Rate: Base
Rate + (1.25% to 5%) p. a, payable in Equated monthly in installment ten year.

Up to 10 year

Loan type: Terminating line of credit.

Loan portion: Up to 80% of the valuation of the property.

Loan size: Up to NPR 8 million.

Eligibility Criteria

All salaried or self-employed Nepalese citizen having a regular source of income. The land
and/or building to be mortgaged should have a minimum of 8ft motor able road. In case of self-
employed, the business must be running for a minimum of two years. The applicant must be at
least 18 years and should not exceed 65 years at the time of maturity. The party collateral, other
than the property of the borrowers on undivided family, will not be acceptable.

Citizen Mortgage Loan (personal overdraft)

Interest rate: Base Rate + (0.75% to 5%)

Loan Type: Revolving Line of Credit

Loan Size: Up to NPR 3.5 Million

Eligibility Criteria:-

The student should have a confirmation for admission.

The parent/guardians spouse of the student should have a regular of income for
repayment of installments.

The applicant must be at least 18years and should not exceed

 65years at the time of maturity.

Other Services

Utility Payment

Payment of NTC PSTN, NTC post-paid, ADSL and NTC Prepaid services available at all
branches across the country.

Branchless Banking (BLB)

Branchless Banking (BLB) is means a providing banking services without setting of bank branch
i.e. providing banking services by an agent of the Bank. The Bank has started its BLB operation
from 12-06-2012 at matiyani of mahottari district after taking approval from Nepal Rastra Bank.
This services helps to penetrate the banking without the physical existence of bank. In the of
bank has hired an agent which works on behalf of bank and providing banking services as
mentioned below.

Financial Transactions.

Cash Deposit/Cash Withdrawal

Fund Transfer

Mobile top up

Utility payment

Any other services

Application Supported by Blocked Amount (ASBA)

Citizens International Bank Ltd. has been providing ASBA (Application Supported by Blocked
Amount) service to its customers since January, 2017. Through ASBA, you can apply for shares
during Initial Public Offering (IPO), Further Public Offer (FPO) or Mutual Fund, through your
bank account. As per the application submitted by you, your money gets blocked in the account
until the allotment of the shares. The amount as per the allotment is debited from your bank
account only after the allotment process. You will continue to earn regular interest in the amount
held in the account during the time frame. Citizens Bank International Ltd. provides from all of
the branches throughout the country, charges Rs. 20 only. The services is also available online.

1.4 Objectives of the study

The main objectives of this study is to show the services quality of Citizens Bank International
Limited. This study helps to know strength and weakness of the services qualities of Citizens
Bank International Ltd. Some of objectives of the study are the following:

To find the all services provided by Citizens Bank International Ltd.

To find the quality of services of Citizens Bank International Ltd.

To find the satisfaction level of customer after consuming service of Citizens Bank
International Ltd.

To analyze the services quality of Citizens Bank International Ltd.

1.5 Significant of the study

This study will be important for the following groups and individuals:

1. Further researcher

2. University students who are new generation

3. Marketers researcher

4. All other interested individuals and parties

5. Government

6. NGO’s and INGO’s

7. Researcher (myself)

1.6 Limitation of the study

This study is about the services of CBI. Every research has its own limitation, which are as
follows: This research done for Partial Fulfillment of the Requirements for the Degree of
Bachelor of Business Administration (BBA). The main limitations are as follows: -

1. The study is mainly based on secondary data collected from the banks. Research based on
secondary data may be far from accuracy due to inherent character.

2. A whole study is based on the data of five years' period i.e. from fiscal year 2072/73 to
2076/77. And hence the conclusion drawn confines only to the above period.

3. This study is focused on services of Citizens Bank International Limited.

4. Being a student the shortage of the time volume and budget, new method may not be
developed.

5. Source of data are mostly dependent on published annual report, annual programmed and
budget of the bank, thus it is based on the secondary data.

1.7 Organization of the study

This study has been divided into four chapters, which are as follows:

Chapter-I: Introduction Chapter one deals with of the study. It consists of background,
introductions of commercial banks. Statement of problem, objective of study, limitation of the
study, significance of the study, organization of the study, services of CBIL and literature view.

Chapter-II: Research Methodology Explains the research methodology used to evaluate dividend
practices of commercial banks in Nepal. It consists of introductions, research design, and
selection of sample, source of data collection method of analysis.

Chapter-III: Analysis and presentation of data It fulfills the objective of the study by presenting
data and analyzing them with the help of various statistical tools as per methodology and finding,

Chapter-IV: Conclusion and Recommendations

Conclusion and Recommendations of the study

1.7 Review of Literature

Concept of review of literature is reviewing research studies in the related field of study
So that all the past relevant studies their conclusion and deficiencies may be known and

Further researches can be conducted. Literature review can also be finding as a survey,

Discussion and discourse on the literature in a given area of study. In other words a

Review of literature mends the study of relevant topics in the related field of research. It is

A concise overview of what has been study argued and established about a topic .The

Literature review organizes the previous research in the light of the current research

Project. In a research work review of literature is essential to develop concept and ideas

About the selected topic by studying relevant materials .It provides the knowledge about

The field of studying and the foundation for developing a theoretical framework from

Which hypothesis and a sound methodological structure of research design can developed. The
purpose of literature review is to find out what research studies have been conducted

In one's chosen field of study. Reviewing and studying process has helped to take adequate
feedback to broaden the information bases and inputs to this study. The review should describe,
summarize, evaluate and clarify this literature. Every possible effort has been made to grasp
knowledge and information that is available from libraries, document collection centers,
magazines and concerned commercial banks. Research is a search for a new knowledge so it is
the new task every new task needs the knowledge of previous background which can help
indirect to each new target for finding out new things or ideas. This reports is totally new as no
one made report in this field.

The review of literature review includes: -

1. Conceptual Review

2. Review of Journal, Articles and Review of Thesis

1. Conceptual Review

Bank: Banking, transactions carried on by any individual or firm engaged in providing

financial services to consumers, businesses, or government enterprises. In the broadest
 sense, banking consists of safeguarding and transfer of funds, lending or facilitating
loans, guaranteeing creditworthiness, and exchange of money. These services are
provided by such institutions as commercial banks, savings banks, trust companies,
finance companies, and merchant banks or other institutions engaged in investment
banking.

Banking services: Bank provide the financial services to customers/citizens. Services are
different types like as deposit schemes, loan schemes, ASBA, utility payment and
Branchless Banking. Services are the means of presentation of a firm's services quality
and current condition. Services are basically consist of two types deposit services and
loan services.

Banking services quality Analysis: Banking services quality Analysis is the process of
determining service strengths and weaknesses of a company by establishing strategic
relationship between the components of a service provider and service
consumer/customer.

2. Review of Journal, Articles and Review of Thesis

It is relevant to refer briefly to the previous studies and research in the related areas of the subject
to find out and to fill up the research gaps. The following are the some studies conducted by the
eminent authors and practitioners on the area of service quality of banks.

(Dhandabani, 2010) Examined the nature of linkage between service quality and customer
loyalty in Indian retail banking. Study used confirmatory factor analysis to identify the service
quality dimension. The resulted dimensions are Reliability, Responsiveness, Knowledge and
recovery; and Tangibles. The service quality dimensions lead to customer satisfaction and the
customers' satisfaction leads to customer's loyalty. The structural equation model reveals that
there is no significant direct linkage between service quality and customers loyalty. At the same
time, the service quality has a significant indirect impact on customer's loyalty especially through
customer's satisfaction.

(Maya Basant Lohani, 2012) Examined on service quality in selected banks and measured in five
dimensions by using SERVQUAL scale developed by Parasuraman et al (1988 and revealed that
there exist a small perceptual difference regarding overall service quality with the respective
banks. The study of found that banks have more concentration on the tangible factor like a
computerization, physical facilities, etc. to attract the customers.

(Desta, 2011) Studied by assessing and measuring the banking service quality perception of the
SBI branch customers; and examining the relationship between service quality, customer
satisfaction and positive word of mouth and found that the expectations of bank customers were
not met and that the largest gap was found in the reliability dimension. This dimension also had
the largest influence on customer satisfaction and overall satisfaction of bank customers had a
positive effect on their word-of-mouth. The study also suggested that input from employees on
what constitutes “service excellence” will be beneficial. The bank need to reassess “what
customers expect from the bank” and provide client specific services. It needs to invest on
employee training programs that will provide employees with an understanding of service culture
and service excellence particularly at front line levels. Employee training programs should focus
on interpersonal communication and customer care factors in order to be able to meet the
customers' need for personalized service.

Ms. Nisha Malik and Mr. Chand Prakash Saini (2011) studied Private Sector Banks Service
Quality and Customer Satisfaction by conducting an Empirical Study of two Private Sector
Banks. The aim of proposed study was to find out perception of HDFC and ICICI bank
customers regarding to the service quality parameter and gap analysis of expected and
acknowledged quality parameters, and also revels the relationship between psychographic factors
and satisfaction levels of rural and urban customers.

Mosahab, et al. (2010) presented a research that was conducted in a bank in Tehran, Iran. This
report aimed to determine the quality of services offered by Sepah Bank, and also to study the
relationship between the service quality, satisfaction and loyalty. The results of this research
showed that in all aspects, customers’ expectation, are higher than their perceptions of the
Bank’s operation, and in fact the quality of offered services is low. Besides, this research
findings show that the customer satisfaction plays the role of a mediator in the effects of service
quality on service loyalty.

J. Joshua Selvakumar (2010) studies the impact of Service Quality on Customer Satisfaction in
Public Sector and Private Sector Banks. The study examines the effect of service quality
determinants on the degree of customer satisfaction in public and private banks in India. By
realizing the gap between the perceived and actual service quality, customer satisfaction can be
extremely improved.

Maya Basant Lohani and Dr. POOJA Bhatia (2011) studied the Assessment of Service Quality in
Public and Private Sector Banks of India. The study was conducted to ascertain service quality
variations across selected banks by demographic variations and to measure the customer
satisfaction in selected public and private sector banks by analyzing the gap between
expectations and their perceptions of banking services.

Dr. Manasa Nagabhushanam (2010) conducted a research study on service quality of banks in
India. The study encompasses the service quality of all the banks i.e., public sector, private
sector, and foreign banks and measures the attributes on SERVQUAL scale. The study was
conducted to analyze the expected and perceived gap among customers and bankers.
 Chapter 2- Methodology

2.1 Introduction

In this chapter research methodology is presented for achieving the predetermined objective
which is already stated. One various services instruments will be used for the required purpose.
This research methodology has done to fulfill the objective of study of services quality of
Citizens Bank International Limited (CBIL). The research methodology adopted in this chapter
follows some limited but crucial steps aimed to achieve the objective of the research. Research
methodology refer to the various sequential steps to be adopted by researcher in studying a
problem with certain objective in view. The main objective of this topic is to identifying the tools
to analyze, examine, highlight and compete the service quality position and recommend
suggestions for improvements. This chapter looks into the research designs, nature and sources
of data, data collection, procedures and tools and techniques of analysis.

2.2 Research Design

Research is a theory building activity. Research design is the plan, structure and strategy of
investigations conceived so as to obtain answer to research questions and to control variances.
"A research design is the arrangement of condition for collection and analysis of data in a
manner that aims to combined relevance to the research purpose with economic in procedure".
Since the main objectives of this study is to analysis service quality of CBIL. All the indicators
that shows the service quality position of the CBIL were calculated using data obtained from the
seven-year end internally generated accounting records maintained by sampled Banks (CBIL).
The study depends on the secondary data. Various financial parameters and effective research
techniques are employed to evaluate the service quality level of the banks. Furthermore, various
descriptive as well as analytical techniques are used. The study is designed as to give a clear
picture of the Bank's service quality level with the help of available data with useful suggestions
and recommendation.
2.3 Population and Sample

The simple random sampling techniques were used by the researcher in selecting the sample
from the target population. This method of sampling were used because it provided all the
management staff supporting staff and customers, as defined population element, an equal
chance of being selected as study subjects.

Twenty-seven Commercial banks are operating in Nepal. All the commercial banks that are
operating in Nepal are considered as the population. It is not possible the study all the data
related with all banks because of the limited time period and showed also taken in to
consideration of the partial fulfillment of the Bachelor's Degree in business Administration
(BBA). Thus here Citizens Bank International Limited (CBIL) has been selected for the present
study.

2.4 Nature and Sources of data

The study is mainly conducted on secondary data relating to the study of service quality of
CBIL, as they are available at concerned Banks. For the purpose of the study, various related
books, booklets, magazine, journals, newspaper and thesis made in this field have been referred.

2.5 Data Collecting Procedures

The annual reports of the concerned banks were obtained from Mahendranagar Branch and their
websites. CBIL publication, such as Banking and Financial Statistics Economic and services
quality Reports, Annual Reports of CBIL etc. has been collected from the personal visit of
Mahendranagar Branch Bhimdattnagar-04, Kanchanpur. Besides, a details review materials are
collected from of central library of Far-western University (FWU).
2.6 Types of Data

1) Primary Data Source

2) Secondary Data Source

Both primary and secondary data sources have been used for data collection.

Primary Data Source-The major source of data was the “Primary source”

Primary data was collected from:-

Depth Interview

Survey-Questionnaire

The major source of data was from the primary source. The primary data was collected from a
sample of 60 customers in the age of between 20-30 years, by circulating the questionnaire to the
respondents.

Secondary source – Secondary data was collected from different journal and reports of CBIL.

2.7 Data Analysis Techniques

Data have been collected through different level of respondent. A table has been prepared for a
set of questionnaires. For each separate question frequency has been counted. Various tables are
constructed and responses are presented on percentage.

This study mainly aims to find the service quality of Citizens Bank International Limited.
Collected data is analyzed by both descriptive & analytical tools. They are used in the research in
order to draw out the reliable conclusion.

Percentage analysis
 Average (Mean) analysis

Bar diagram & pie chart

i. Percentage analysis: Sampling statistics are used to test whether the observed difference
between the two numbers is large enough to be considered statistically significant. It represents
the proportion of any variable in terms of its totality. In the present study, percentage has been
used to obtain the actual number of customer preference.

ii. Average (Mean): It is statistical tool, which is called average or mean. Mean is the ratio of the
sum of all observation to the number of observations. It is calculated from ungrouped data &
frequency distribution.

Mean = sum of Observation/ nos. of observations

iii. Bar diagram and Pie chart: There are particular tools, which help to know the true picture of
the different variables in the absence of complicated formula and equations. The result of
analysis has been properly tabulated, compared and analyzed in presentation and analysis
chapter.
 Chapter 3- Analysis and presentation of data

3.1 Presentation and Analysis of data

One of the objectives of my project report was to analysis the problems faced by service quality
of CBIL in Nepalese market, for that I have prepared a set of questionnaire to analysis and
interpreted that problems which is faced by service quality of CBIL in Nepal. The data are
presented and analyzed here under.

Sex groups

Table 1: Sex Groups of Consumer

S.N. Sex Frequency Percentage

1 Male 57 57.0

2 Female 43 43.0

100 100.0

Source: Consumer Survey 2077

Table 1 deals with the sex groups of consumer. Among 100 respondents 57 are male and 43 are
female. It seems that male consumers are slightly more in number that of femaleThis task can
also be explained by simple pie chart.

Figure 1 Sex groups of servicer consumer

Occupation

Table 2

Occupation of Consumer
S.N. Occupation Frequency Percentage

1 Service 29 29.0

2 Business 34 34.0

3 Student 37 37.0

100 100.0

Source: Consumer Survey 2077

Table 2 shows that most of the consumers are using the service of CBIL in Nepal. Among 100
respondents 29% service holder, 34% Businessman and 37% are students. We can explain above
task by figure below:

Figure 2 Occupation of Consumer

Age of consumers

Table 3

Age of Consumer

S.N. Age Frequency Percentage

1 18-25 70 70.0

2 26-35 20 20.0

3 35 Above 10 10.0

100 100.0

Source: Consumer Survey 2077

The above table shows that there is a majority of consumer of the age between 18-25, which is
70%, 26-35 ages ore 20% and 35 above are 10%. It can be explained by diagram also

Figure 3 Age of Consumer

Marital status

Table 4

Marital status of consumer

S.N. Age Frequency Percentage

1 Married 35 35.0

2 Unmarried 65 65.0

100 100.0

Source: Consumer Survey 2077

Table 4 Deals with the marital status consumer. Here most of the consumers who seen likely to
have service quality of CBIL have been taken as sample to get more responding answers
regarding the questions asked for in research questionnaire

Among 100 respondents 35 are married and 65 are unmarried. It seems that unmarried
consumers are more in no. than married.

Figure 4 Marital status of consumer

Description of variable
Table 5

Service preference of consumer

S.N. Service preference Frequency Percentage

1 CBIL Deposit 40 40.O

2 Nepal Bank Ltd. 15 15.0

3 ADBL 15 15.0

4 MBL 30 30.0

100 100.0

Source: Consumer Survey 2077

The analysis of the responses of consumer's service preference out of 100 respondent's
table 5 has made for interpretation. Among 100 respondents have found preferred CBIL
services.

Services consume of CBIL 40%, service of NBL 15%, services of ADBL 15% and 30%
consumer using the services of MBL. It can be explained by diagram also.

Figure 5 Service Preference of consumer

Influencing factors

Table 6

Influencing factors of service quality in CBIL.

S.N. Influencing factor Frequency Percentage

1 High quality of service 40 40.0

2 Low Price of service 8 8.0

3 Behavior of employee 30 30.0

4 On Time Service 12 12.0

5 Other 10 10.0

100 100.0

Source: Consumer Survey 2077

Table 6 deals with the influencing factor of consumers to prefer different service of CBIL among
100 respondents 40 % motivated to the high quality, 8% to the low price of service, 30% to
behavioral of employees, 12% to the on time service and rest of 10% to the other factors. We can
explain above table by figure below.

Figure 6 Influencing factors of service quality in CBIL

Factors to prefer selected service of CBIL

Table 7

Factors to prefer selected services of CBIL.

S.N. Factors Frequency Percentage

1 Cost of service 15 15.0

2 Quality of service 20 20.0

3 Branches available 6 6.0

4 Bank image 14 14.0

5 Advertising 7 7.0

6 Employees behavior 23 23.0

7 On time service 10 10.0

8 Other 5 5.0
 100 100.0

Source: Consumers Survey 2077

Table 7 Deal with the major factors to prefer selected service of CBIL. This table can also be
explained by simple bar diagram

Figure 7 Factors to prefer selected service of CBIL.

3.2 Findings

i. Customers should innovating new products and services with unique features having some
multipurpose utility which could create an appeal to the service provider, Bank can provide those
services with good quality, for example The Bank offers citizens ”CBBK” for the Nepalese people or
customers of the Bank with a minimum balance of NPR 100.00 only. CBBK is latest scheme of saving
account in Citizens Bank International Ltd. Citizens NPR VISA Debit Card facilities is provided with free
charge drawing money from ATM in any Bank in Nepal, Mobil banking charge free , De-mate account
opening charge free Annual 6.5% interest rate, Rs100000 health insurance and Rs700000 accident
insurance facilities.

ii. In case of charge, charge of services should not be too high. Customers should follow the strategy of
‘Good quality of services in fewer prices’. That can attract customers.

iii. It was seen that generally customers like to visits those outlets which are frequently visited by other
customers or frequently said to other customers, customers generally prefer Multiservice counters because
lots of services can be seen at on place (including service quality of CBIL), So service quality of CBIL is
better than other banks

iv. The customers are totally depends on service quality, service charge, behavior of employees,
relationship with servicer provider and preference the activities by bank.

v. More intense research works should be initiated, studying the specific needs and attributes
sorted by the customer for different kinds of product categories.
vi. More males than females to the questionnaire and generally most of the respondents were in
their youthful age.

vii. It was also discovered that customers spend a lot of time in saving and withdrawing money
from the bank.

Chapter 4 Conclusion and Recommendations

4.1 Conclusion

The finding from the study led the researcher to conclude that there was a relationship between
the quality of service provision and the rate of customer retention. This position was established
through the respondents’ response that they will shift their customer ship to other bank if the
services of the bank were not improved.

Banking sector plays a significant role in the economic development of the country. It provides
an effective payment and credit system, which facilitates the channeling of funds from the
surplus and deficit unit in the economy. Each every commercial Bank provide qualitative service
to citizens/consumer where, present time more competition in this sectors because 27
commercials Banks, 28 development banks, 22 C class financial institution and 85 D class
financial institution in Nepal.

Essentially, its purpose were to evaluate the level of service quality at the Citizens Bank
International Limited and recommend ways to improving service quality to management,
determine how customers service influence customer retention rates, explore staff attitude
towards customers of the bank, examine how the commercial bank goes about the marketing of
bank services and evaluate the quality of staff at the bank in terms of training and academic
background.
4.2 Recommendations

Based on the results from the study and conclusions drawn from it, the following
recommendations are spelt out: The researcher recommends that the Citizens Bank International
Limited redesigns its programs to enhance the quality of service delivery. Due to the generally
poor image the bank has, it needs to embark on an intensive awareness programs such as event
sponsorship, which is also a good public relations tool. Through this the bank will become more
involved with the public. The bank has to shorten its procedures with regards to transactions so
that the time for going through bank one off transaction will be reduced. The bank should also
educate its customers about some of the ideologies of the bank to enable them understand certain
principles.

It is observed that the employees were overburdened because of heavy work load so they have to
stay at head office till late at night. Though they are remunerated their efficiency is affected.
Proper time management or hiring more employees can reduce their work load and increase
service quality.

Bank has provided many facilities to the customers like free ATM card, e-banking but only this
is not even, and the bank should ensure smooth flow of services without any complaints from the
customers.

A customer is the first priority so they should be given more attentions and complaints of the
customer should be promptly responded and services only focus on the base of customer.

All the staffs should be properly trained in using the banking services.

There should be good communication between head office, corporate, the branches and
customers.

The bank should also show also show some responsibilities towards the society and service
quality by organizing different social program, sponsoring and promoting educational and health
program.
Reference/Bibliography

Websites

www.ctznbank.com.np

www.wikipedia.org.com.np

www.google.com

www.businessplus.com

www.businessdistionary.com

www.educatenepal.com

www.academia.edu
 Pant D.K. (2018), A study on financial performance of Everest Bank Limited. An
unpublished Bachelor's Degree project report, Faculty of management, F.W.U.

Bul K.R. (2018), A study on Profitability and solvency position of NCC Bank Limited.
An unpublished Bachelor's Degree project report, Faculty of management, F.W.U.

Shrestha L. (2010). Study on financial performance of Agriculture Development Bank

Ltd. An Unpublished Master Degree Thesis, Kathmandu. Central Department of
Management, T.U. Rawal D.B., Bhattarai B.D. (2017) Principle & Practice of Nepalese
Banking: Budhha Publication Paudel M., Dhakal D., Paudel P. (2072/73) Rastri Banijya
Bank Special book' New Horizon Publisher and distributers, Kathmandu, Nepal Dhakal
Krishna (2075), Rastri Banijya Bank exam special: Paurabi publication, Kathmandu
Nepal Sharma Chudamani, (2075), Nepal Rastra Bank Preparation: Shara Publication,
Kathmandu Parajuli Shivprasad (2074), Baudik Manch; Shara Publication; Kathmandu
Nepal Nepal Rastra Bank (20760, Financial Literacy; Lumbeni Budhha Printers, New
Baneshwor, Kathmandu.

APPENDIX

Appendix I: Questionnaire

I am a Bachelor of business administration (BBA) student of the University of Far-Western. As a

Requirement, I am carrying a research project on the determinants of service quality of

Citizens Bank International Limited.

It is advisable you answer or fill in each section as provided. Make an attempt to

Answer every question fully and correctly.

Please put a tick (√) in appropriate brackets.

Name: ………………………………………………………………………..

Age: …………………………………………………………………………

Address: …………………………………………………………………….

Phone/Mobile No.: ………………………………………………………….

2. Age (in years)

Below 20 ( ) 20 – 30 ( )

30 - 40 ( ) 40 - 50 ( )

50 Years & above ( )

3. Gender

Male ( )

Female ( )

4. Educational Profile

Up to School level ( ) Up to H.S ( )

Graduates ( ) Post Graduate ( )

5. Family Size

Less than 4 member ( ) 4 to 6 member ( )

6 to 8 member ( ) More Than 8 member ( )

6. Monthly Income (in Rupees)

Below 10,000 ( ) 15,000 – 25,000 ( )

10,000 – 15,000 ( ) Above 25,000 ( )

7. Did you know about CBIL’S services?

Yes ( ) No ( )

8. Did you used CBIL services?

Yes ( ) No ( )

9. Which Banking services you are using?

CBIL ( ) KBL ( )

NBL ( ) NMB ( )

RBB ( ) MBL ( )

10. How long you are using the CBIL Banking services?

Less than 1 year ( ) 1 – 2 years ( )

2 – 4 years ( ) above 4 years ( )

11. What would you be willing to pay for services charge?

Less than 10,000 ( ) 10,001 to 20,000 ( )

20,001 to 40,000 ( ) any amount ( )

12. Where did you often see the CBIL advertisement?

News Paper ( ) TV () Online ( )

Magazine () Radio ( ) Outdoor ( )

Others (…………………………)

13. Why do you like the CBIL?

Appearance ( ) Low charge ( ) Quality of service ( )

Advertisement ( ) Bank Image ( ) Employees behavior ( )

Others (………………………….)

14. Latest saving account facilities which you are aware of:-

CBBK ( ) CSA ( ) CBB ( ) CSSA ( )

15. Are there any general comments you would make about what you like/dislike about
service quality of CBIL?

(………….…………..)