GENERAL BANKING OPERATIONS OF

RASTRIYA BANIJYA BANK LIMITED,

SURYABINAYAK BRANCH

AN INTERNSHIP REPORT

Submitted by

Abita Neupane
Bhaktapur Multiple Campus
Exam Roll No: 21870/18
TU Regd. No: 7-2-20-434-2018

Submitted To
Office of the Dean
Faculty of Management,
Tribhuvan University

In partial fulfillment of the requirements for the Degree of

Bachelors of Business Administration (BBA)

Dudhpati, Bhaktapur
August, 2023

i
INTERNSHIP COMPLETION LETTER

ii
 DECLARATION

I hereby declare that this internship report entitled “General banking operations of
Rastriya Banijya Bank Limited, Suryabinayak Branch” which is submitted by me
in partial fulfillment of the requirements for the award of BBA degree of Tribhuvan
University comprises only my original work and due acknowledgements have been
made to materials used in the report.

………………………
Abita Neupane
August 2023

iii
 BONAFIDE CERTIFICATE

Certified that this Internship report

General banking operations of Rastriya Banijya Bank Limited, Suryabinayak
Branch
is the bonafide work of

Abita Neupane
Who carried out the Internship Report under my supervision. This report is forwarded
for examination.

………………….. ………………….
Name of Supervisor Name of the Program Director
Mr. Prashu Ram Gelal Mr. Tulsi Ram Ghemosu

……………………
Name of the External Examiner:
August , 2023

iv
 ACKNOWLEDGEMENT

The successful completion of this report writing leaves me with the debt of
acknowledgement of the following personalities for providing me a platform for
learning and enhancing my skills as a management student. The satisfaction that
accompanies that successful completion of any task would be incomplete without
mentioning of people whose ceaseless cooperation made it possible, whose guidance
and encouragement crown all efforts with success.

I am thankful to Mr. Tulsi Ghomesu for providing this opportunity to conduct this
study. I am grateful to my supervisor Prashu Ram Gelal for the guidance, inspiration
and constructive suggestions that were helpful for me while preparing this report. I am
thankful to Mr. Tulsi Ghomesu for providing this opportunity to conduct this study. I
would like to express my special gratitude and thanks to Bhaktapur Multiple Campus
for encouraging and providing me with all the help for this report.

I would like to thank Rastriya Banijya Bank Limited, which accepted my presence
and gave me an opportunity to work with them. I would like to express my gratitude,
appreciation and indebtedness to Mr. Binod Prasad Sapkota, Branch Manager, for
providing me such a challenging internship opportunity. Moreover, I would like to
express my sincere appreciation to Mrs. Rajya Laxmi Acharya, Mr. Kumale Khatri,
Mrs. Sunita Pyakurel, Mrs. Anita Tajale and Mrs. Sharmila Khulal as well as all the
staff members for their immense support and hospitality during the entire internship
program despite of the rush of the work.

Lastly, I owe my depth of gratitude to all other persons who directly and indirectly
helped me in completion of this report.

Abita Neupane

August, 2023

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 TABLE OF CONTENTS

INTERNSHIP COMPLETION LETTER…………….……..……….…

ii
DECLARATION......................................................................................iii

BONAFIDE CERTIFICATE..................................................................iv

ACKNOWLEDGEMENT.........................................................................v

TABLE OF CONTENTS.........................................................................vi

LIST OF TABLES...................................................................................ix

LIST OF FIGURES..................................................................................x

ABBREVIATIONS..................................................................................xi

CHAPTER ONE.......................................................................................1

INTRODUCTION....................................................................................1
1.1 Background of the Study......................................................................................1

1.2 Objectives of the Study.........................................................................................2

1.3 Significance of the Study......................................................................................3

1.4 Methodology of the Study....................................................................................3

1.4.1 Organization Selection..................................................................................3

1.4.2 Placement......................................................................................................4

1.4.3 Duration.........................................................................................................4

1.4.4 Activities Performed.....................................................................................4

1.5 Limitation of the Study.........................................................................................7

CHAPTER TWO......................................................................................8

INTRODUCTION OF BANKING INDUSTRY...................................8

2.1 History of Banking...............................................................................................8
vii
 2.2 Introduction to Banking Sector and Bank............................................................9

2.3 Evolution of Banking Sector in Nepal..................................................................9

2.4 Classification of Banks.......................................................................................11

2.5 Present Scenario of Nepalese Banking Sector....................................................12

2.6 Opportunities of the Banking Industry...............................................................13

2.7 Threats/Challenges of the Banking Industry......................................................13

CHAPTER THREE...............................................................................14

INTRODUCTION TO THE ORGANIZATION.................................14

3.1 Overview of Rastriya Banijya Bank Limited.....................................................14

3.2 Functions of RBBL.............................................................................................14

3.3 Core Philosophy of RBBL..................................................................................15

3.4 Structure and Network of RBBL........................................................................15

3.5 Board of Directors of RBBL..............................................................................16

3.6 Product and Services offered by RBBL.............................................................16

3.7 SWOT Analysis of RBBL..................................................................................21

CHAPTER FOUR..................................................................................23

JOB PROFILE AND ACTIVITIES PERFORMED..........................23

4.1 Activities Performed...........................................................................................23

4.1.1 Customer Service Department....................................................................23

4.1.2 Electronic Cheque Clearing Department.....................................................26

4.1.3 Administration Pension Department...........................................................26

4.2 Experience in Internship.....................................................................................27

4.3 Problem Faced and its Solution.........................................................................28

CHAPTER FIVE....................................................................................31

CONCLUSION AND LESSON LEARNT...........................................31

5.1 Conclusion..........................................................................................................31

viii
 5.2 Lesson Learnt.....................................................................................................32

5.3 Observed Gap between Theory and Practice......................................................33

REFERENCES.......................................................................................35

APPENDIX.............................................................................................36

ix
 LIST OF TABLES

Tables No: Page No.

Table 2.1 Classification of Banks 11
Table 2.2 Classification of the FIs 12
Table 3.1 Branch Network 15
Table 3.2 Board of Director 15

x
 LIST OF FIGURES

Figures No: Page No.

Figure 1.1 Duration 4
Figure 3.1 Product/ service of RBBL 16

xi
 ABBREVIATIONS

ABBS : Any Branch Banking Service

AD : Anno Domini
ADSL : Asymmetric digital subscriber line
ATM : Automated Teller Machine
BAFIA : Bank and Financial Institution Act.
BBA : Bachelors in Business Administration
BLB : Branchless Banking
BOD : Board of Directors
BS : Bikram Sambat
CDM : Cash Deposit Machine
CEO : Chief Executive Officer
CSD : Customer Service Department
ECC : Electronic Cheque Clearing
KYC : Know Your Customer
L/C : Letter of Credit
MICR : Magnetic Ink Character Recognition
MS : Micro Soft
NTC : Nepal Telecom
RBB : Rastriya Banijya Bank
RBBL : Rastriya Banijya Bank Limited
RIDA : Research Inputs and Development Action
SFAFDB : Students Financial Assistance Fund Development Board
SWIFT : Society for Worldwide Interbank Financial Telecommunication
TU : Tribhuvan University
USD : United State Dollar

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 1

CHAPTER ONE
INTRODUCTION
1.1 Background of the Study
This report is prepared in partial fulfillment of the degree of Bachelor in Business

Administration (BBA), an undergraduate course under Tribhuvan University (TU).

The main objective of the internship is to help students understand the real working
environment as well as to apply the knowledge they have gained in the classroom into
the real business practices. The internship enables the students to be acquainted with the
practical aspect of the Nepalese business environment. This program also helps to know
how the organization as a whole operates and also how communication takes place and
activities are coordinated in the corporate world. It focuses on middle-level managerial
skill and knowledge enhancement under the supervision of faculty of management
(FOM) to deliver applied education in the field of economics, finance, marketing,
business environment, and information technology along with current affairs and
changes that occurs in the management field.

This course creates the platform to enhance the practical based learning process by
synthesizing theoretical concepts with real time examples and experiences. To
achieve this practical based learning process and enhance the knowledge of the
students, students must undergo internship program in their final semester i.e. Eighth
semester. The Nepalese financial sector is composed of banking and non-banking
sectors. Banking sectors comprise of class A, B, C and D class institutions mentioned
in Nepal Rastra Bank Act, 2058. Class A institutions are commercial banks, Class B
institutions are development banks, class C institutions are finance companies and
class D institutions are micro- finance companies.

Internship is the process of working as an assistant or a trainee to gain practical

experience in a job. It is a job taken by a student in order to learn a profession or
trade. Internship is an opportunity to observe, learn, understand and participate in the
corporate culture. As internship nourishes the student with pragmatic concept of job
design and job requirements, it is often regarded as the first step in career
development.
 2

An internship is an extensive program through which an intern can learn the practical
aspects of what is taught between 4 walls of a classroom. It provides golden
opportunity to generate quality education because it enables us to learn, observe and
understand the real corporate world. Most importantly, the internship could be
regarded as the first step of career development. The internship enables the students to
be acquainted with the practical aspect of the Nepalese business environment. This
program also helps to know how the organization as a whole operates and also how
communication takes place and how activities are coordinated in the corporate world.
Thus, the internship program can be regarded as a fruitful opportunity for the students
of BBA to be familiar with corporate work of Nepal.

In case of banking market, there is wider diversification in a commercial bank.

Commercial banks provide the largest number of placement under different branches
and departments. The general banking practices of RBB is the main focus of this
study. There is the provision of job rotation, generalization in organizational
environment. Therefore choosing a commercial bank can be perceived as a wise
decision as internee can learn wider area under same roof.

1.2 Objectives of the Study

Every kind of study has its own objectives. Without objectives nothing can be
accomplished. The main objectives of this report are to acquaint the BBA student like
us with the reality of organizations’ functioning and to undertake in depended analysis
and the appraisal of situation. The general objective of this report is to partially fulfill
the requirement for the degree of BBA. However the specific objectives are as
follows:-
 To gain practical insight of the real working conditions
 To acquire sound knowledge about the organization's policies and principles
 To familiarize with day to day activities carried out at customer department
services
 To know about the different strategy of RBBL and how is it successful in
dealing with its customers.
 3

1.3 Significance of the Study

Internship program has helped fresh students to gain practical experience from actual
work setting. The finding of this study benefits the students considering the
importance of practical knowledge to fresh students. This program can be useful for
future because it provides an opportunity to students to know the challenges and
problems faced by the bank in day to day operation. Some of the significance of the
internship program are as follows:
 Increases confidence level of the students.
 Helps to enhance communication and interpersonal skills.
 Provides students with practical knowledge.
 Provides the opportunity to face real life problems.

1.4 Methodology of the Study

A systematic approach and methodology is needed in order to do any type of study
and prepare report on that study. An intense research has to be done in order to get the
appropriate results. This internship report has been designed to give a clear picture of
the operations performed in Rastriya Banijya Bank. The study is based on both
primary and secondary data collection methods. The methodology explains the efforts
undertaken for selection of organization, placement at department, duration of
internship and general overview of the activities performed during the internship
period.
 website of RBB
 Annual reports, different statement file, balance sheet and various
documents and other published data

1.4.1 Organization Selection

Selection of the organization is a crucial task as it affects the outcome of the
internship directly. The organization was personally visited in order to select the
organization and college recommendation letter and curriculum vitae was submitted at
RBB Limited, Sighadurbar Plaza. The bank accepted the request for internship and
provided the opportunity at RBBL, Suryabinak Branch. RBBL was selected for
 4

learning various aspects of working environment with the aim to build confidence by
developing interpersonal and managerial skill in real field and it will become a source
of inspiration for the upcoming future.

1.4.2 Placement
The Head Office of RBBL appointed the internee to Suryabinayak branch as
requested by the internee. During the internship program the internee was placed to
many different departments such as, CSD, ECC, and Pension.

1.4.3 Duration
As prescribed by Tribhuvan University, the internee joined the bank for 8 weeks from
17th April 2023A.D. to 18th June 2023A.D. During this internship period of Eight
weeks, the internee was able to learn about the bank’s culture, working environment
and the working procedure of the various department of the bank. The duration of
internship can be shown in the following figure:

Weeks
4.5
4
3.5
3
2.5
2
1.5
1
0.5
0
CSD ECC PENSION

Figure 1.1 Duration

1.4.4 Activities Performed

As Intern was placed in various departments, Intern performed various activities
related with each department. This section includes the study based on the internship
period and the various tasks performed during the stay in bank. From first to four
week of internship intern was placed in customer service department of Rastriya
 5

Banijya Bank. After that intern was placed at electronic cheque clearing department
for the cheque clearing facilities for three weeks.
In remaining one weeks, intern was placed at pension department. Intern used to assist
the bank client in providing information and handling documents in customer service
desk. Intern had user account to access Pumori Software (banking software) with
which Intern performed the tasks. The activities that internee performed during
internship period are as follows:

 Customer Service Department (CSD)

 Clearance Department
 Pension Department

A) Customer Service Department

Customer Service is often known as front desk or help desk of an organization. It
provides all necessary information to the customers, therefore the person inside of the
desk also should be well known about organization system. It is the window through
which bank sees its customer and customer interact with bank. It is the image icon of
the bank so good customer service means good image of bank. Under this department
following activities are done:

i. Customer Counselling
 Providing information about products to the customers
 To respond to the customer queries.
 To provide different types of forms and vouchers.

ii. Account Operations

 Account opening
 KYC (Know Your Customer) update
 Account closing
 Balance checking
 Filing and documentation of different accounts.

iii. Distribution Activities

 Customer’s statement printing.
 6

 Accept requisitions for cheque books.

 Issuing cheques
 Recording and distribution of cheque books.

B) Cash Department
Teller is the department of cash deposit and cash payment. Here the customer can
deposit cash in their own account as well as other person account by filing up the
deposit slip and withdrawal can be made through cheque or withdrawal slip.
Following are the activities done in teller department:
 Accepting deposit.
 Payment for cheque.
 Verify the signature.
 Transfer of balance from one account to another account.
 Record the amount of deposit and payment in the file.
 Posting in the computer the amount deposited and paid

C) Clearance Department (ECC)

Clearing is the process of depositing the mentioned cheque amount in customer bank
account through other commercial bank’s cheque in order to make the transaction
process convenient and deliver maximum customer satisfaction. In clearing
department, bank deals with different types of cheque of different banks, which are
requested by a customer to clear. Clearances of cheque are supervised by clearing
house located at Thapathali. Clearing is done by all banks except NRB. It is done for
customer satisfaction to avoid travelling from one bank to another. Taking care of the
convenience and different need of customer, clearance department offers two method
of clearing the cheque:
i. Regular Clearance
ii. Express Clearance

D) Pension Department
Pension department check the balance of pension account, provide information about
pension patta renewal, renew pension patta and pay pension amount to respective
person. Generally, pension is distributed from the twenty fifth day of every month. In
 7

order to know whether it is necessary to renew pension patta or not, the internee
should at first check the customer’s account using Pumori

1.5 Limitation of the Study

As we know that each and every research and the study have their own limitations,
this study also has some major limitations which are listed below:
 This study may not be applicable to other organization of similar nature.
 Two month of internship program was not enough for learning overall
functioning of each department
 The bank’s policy to keep some information confidential prevented from
analyzing overall activities.
 The internee was not the real employee of the organization so the internee has
no right to access in every information and department.
 8

CHAPTER TWO
INTRODUCTION OF BANKING INDUSTRY

This section involves the brief introduction of the banking industry. It includes the
introduction of banking industry, meaning of bank, evolution of banking industry in
Nepal, meaning, development and functions of commercial banks in Nepal, present
scenario of banking industry on Nepal, opportunities and threats of banking industry
in Nepal.

2.1 History of Banking

The idea of bank began as long as 1800 BC in Babylon. In those days moneylenders
made loans to people. In Greece and Rome banks made loans and accepted deposits.
They also changed money. However with the collapse of Roman Empire Trade
slumped and banks temporarily vanished. However banking began to revive again in
the 12th and 13th centuries in the Italian towns of Florence and Genoa.
The origin of commercial bank can hence be traced back to the early times of human
history. As early as 2000 BC some people had developed a system of banking in
Babylonia. In ancient Greece and Rome, the practice of granting credit was widely
prevalent. At the same time some rich people used to practice storing of precious
metals and coins at safe places and loaning out money for public and private on
interest
The term bank derived from the Latin word ’Bancus’, Italian word ‘Banca’ and
French word ‘banque’ all of which mean a ‘bench’. At ancient times there used to be
some moneylenders who sat in the bench for keeping, lending and exchanging of
money in the market place. That was the origin of commercial bank.
According to Crowther, modern banking has three ancestors. They are merchants,
goldsmiths and moneylenders.
The modern economic system cannot function without the bank. Presently there are
different types of banks that are established for instance Industrial bank, Commercial
bank, Agricultural bank, Co-operatives etc. Todays is the era of international banking
with the incorporation of the information technology.
 9

2.2 Introduction to Banking Sector and Bank

The banking sector is the section of the economy devoted to the holding of financial
assets for others, investing those financial assets as leverage to create more wealth,
and the regulation of those activities by government agencies. Bank is an organization
offering financial services, especially loans and the safekeeping of customers’ money
until required and making loans at interest. It is a financial institution that accepts
deposits and channel the money into lending activities.
A bank is an institution, which draws surplus money from public who are not using it
and lend to those who are intending to use it for productive purpose. Bank is also a
type of financial institution where financial services are broadly offered and wide
ranges of financial functions are performed.
(Horace) A bank is manufacturer of credit and machine so facilitating exchanges.
(C. R, Crowther)

Nepal Rastra Bank 2002 defines bank is a financial institution which provides
financial services that may be in the form of accepting deposits, advancing loans,
providing necessary technical advices, dealing over foreign currencies, remitting
funds, etc. Thus, in general bank is an institution with following features:

a. It deals with money; accepts deposits and lend to people who need.
b. It deals with credit and has the ability to create credit.
c. It is commercial institution and aims at earning profit.
d. It is unique financial institution that creates demand deposit which serves as a
medium of exchange and as a result, the bank manages payment system of
country.

2.3 Evolution of Banking Sector in Nepal

The history of bank development is not long in Nepal. It is difficult to trace the
correct chronological history of banking system in Nepal before 800 AD due to lack
of historical records. However, goldsmiths, merchants and local moneylenders were
considered ancient bankers of Nepal.
 10

Sankhadhar Sakhwa, Sudra (low cast) merchant, cleared all the debt of Nepalese
people in 879 and started new era (20 October 879 AD) known as Nepal Sambat. It is
an evidence of money lending and borrowing practice in ancient Nepal. Towards the
end of 9th century, Gunkam Dev had borrowed money to rebuild the Kathmandu
Valley.

There are evidence of professional moneylenders and bankers during Malla regime in
12th century. This was particularly due to trade with Tibet. However, due to lack
regulatory measures interest rates were excessively higher. Kausi Tosha Khana
established during the time of King Prithvi Narayan Shah (1723-1755) was
considered the first banking institution of Nepal. The Tejarath Adda, established in
1880, was the first formal institutional banking in Nepal. However, it did not offer
deposit services but granted loans to the general people and government employees
keeping valuables as collateral such as gold, silver, and employees’ salaries. Though
the Tejarath Addawas an important institution to meet the credit needs of the
borrower, there were still large numbers of people in the society out of reach of its
services as banking services were too limited.

The role of local lenders was so vital to cater credit needs of other people. The way of
managing surplus money such as use of clay pot was risky, unsafe, and inconvenient.
The need for full banking service firms were realized soon because of following
reasons:
a) Public’s need of wider range of banking services,
b) Extending trade to international boundary, and
c) Independence movement against British regime in India so that Rana
regime felt safe to keep the money in the country.

As a result, Nepal Bank Limited was established in November 15, 1937 AD (1994
BS).It is taken as the milestone of modern banking of the country. Nepal Bank marks
the beginning of a new era in the history of the modern banking in Nepal. The
government owned 51 percent of the shares in the bank and controlled its operation to
a large extent. It was headquartered in Kathmandu and had branches in others parts of
the country as well. In order to regulate the economy and unregulated use of money
Nepal Rastra Bank was created in 1956 as the central bank. Its function was to
 11

supervise commercial banks and to guide the basic monetary policy of the nation. Its
major aims were to regulate the issue of paper money; secure country wide circulation
of Nepalese currency and achieve stability in its exchange rates; mobilize capital for
economic development and for trade and industry growth; develop the banking
system in the country, thereby ensuring the existence of banking facilities; and
maintain the economic interests of the general public. Nepal Rastra Bank also was to
oversee foreign exchange rates and foreign exchange reserves. After almost 30 years
another state owned commercial bank Rastriya Banijya Bank (National Commercial
Bank), was established in 1996. The Land Reform Savings Corporation was also
established in the same year to deal with the finances related to land reforms. During
1967 AD the Agricultural Development Bank was loss established. Almost 75 percent
of the bank was state owned; 21 percent was owned by the Nepal Rastra Bank and 5
percent by cooperatives and private individuals. Hence it is clear that since the 1960s;
both commercial and specialized banks have expanded. More business and
households had better access to the credit market although the credit market had not
expanded.

However, the decades of 1980 can also be considered as the landmark in the modern
banking history foe Nepal. It was only in this decade government allowed the excess
to foreign joint venture banks to be the part of the Nepalese banking business. During
this period, three foreign commercial banks opened branches in Nepal. The first was
Nepal Arab Bank established in 1984 AD. It was co-owned by the Emirates Bank
International Limited (Dubai), the Nepalese government, and the Nepalese public.
After that in 1984 came Nepal Indosuez Bank (currently Nepal Investment Bank)
which was jointly owned by the Credit Agricola Indosuez, Rastriya Banijya Bank,
Rastriya Beema Sansthan (National Insurance Corporation), and the Nepalese public.
Then Nepal Grind lays Bank was the third foreign joint venture to be established in
Nepal which was co-owned by a British firm called Grind lays Bank, local financial
interests, and the Nepalese public. Although government had started the liberalization
of financial sector during the decade of 80s but this process speed up only in early
1990s. In fact private sector rushed into the banking and financial industry after
restoration of democracy in 1990. Many commercial banks like Himalayan Bank,
Everest Bank, etc. were established during this decade. After the period till date
twenty eight commercial banks have been established in Nepal.
 12

2.4 Classification of Banks

A modern banking system demands different types of banking services. So to fulfill
all the functions demanded by the customers, different types of banks emerges in the
banking industry specializing in different functional areas and with different purposes.
The highest authority on the pyramid is the central bank of Nepal. Nepal Rastra Bank.
NRB decides and formulates various guidelines for the banking sector in the country.
Nepal Rastra Bank has classified banking and financial institutions broadly into four
classes as class A, Class B, Class C and Class D. Different classes are classified on
the basis of capital requirement for their establishment.

Class Category In million Mid-July 2017

Class "A" Commercial banks 8000
Class "B" Development banks
National Level 2500
4-10 districts 1200
1-3 districts 500
Class "C" Finance Companies
National Level + 4-10 Districts 800
1-3 districts 400
Class "D" Micro Credit Development Banks
National Level 100

4-10 districts 60

1-3 districts 20
Table 2.1 Classifications of Banks
Source: www.nrb.org.np

2.5 Present Scenario of Nepalese Banking Sector

In the context of present situation there is tough competition for banking industry. The
overall competitions have been increased over the gap of time. As, we know the
economy of Nepal is very small but number of service provider high. Due to this
reason many banking industry is facing lots of problem. Some are in the position of
insolvent and some are in the process of merger.The political instability is creating
lots of problem in their operation. Few banks are making their presence in market by
providing security and confidence to customer. Banking industry is failing to achieve
their respected target.
 13

The NRB has classified the financial institutions into “A” “B” “C” “D” categories on
the basis of the minimum paid-up capital and provide the suitable license to the bank
of financial institution. Group “A” is for Commercial Bank. “B” is for Development
Bank, “C” is for the Financial Institutions and “D” is for the Micro Finance
Development Banks.

Table 2.2 Classifications of the Financial Institution

Classification Component Minimum Paid up capital Number

KA or A Commercial Banks( 8000 million 27

including foreign joint-
venture banks)
KHA or B Development Banks 2500 million 18
GA or C Finance Companies 800 million 20

GHA or D Micro Credit institutions 300 million 74

Others Institutions - 15

Infrastructure Development 2000 million 1

Bank
Source: www.nrb.org.np

2.6 Opportunities of the Banking Industry

The main opportunities of the banking industry are highlighted below:

 Brand switching customers

 Explore the rural markets in Nepal
 Habit of saving and investments through modern technologies

2.7 Threats/Challenges of the Banking Industry

The main challenges of the banking industry are highlighted below:

 Political instability
 New policies laid down by NRB
 Brand switchers
 Attitude, perception and interest of customers
 14

 Low public confidence

 Rivalry among existing competitors

CHAPTER THREE
INTRODUCTION TO THE ORGANIZATION

3.1 Overview of Rastriya Banijya Bank Limited

Rastriya Banijya Bank Limited is fully government owned, and the largest
cTommercial bank in Nepal. RBBL was established on January 23, 1966 (2022 Magh
10 BS). Under the RBBL Act. Now the bank is running under bank and financial
institute act 2063. RBBL has been contributing to socio economic development of the
country for the last five decades. RBBL provides various services to a wide range of
customers including both elite and poor.

RBBL has Nepal’s most extensive banking network with over 250 branches
(including Provincial Office). Through its widest branch and ABBS network RBBL
has been catering modern banking services to millions of customers. The bank has
played a significant role for the development of financial sector i.e. bank, insurance
companies through its promoter role.

The Bank with 2600 hands has expanded its wings in the most part of the country
through multiple distribution outlets of 250 branches (including Provincial Office), 25
counters, 93 branch less banking, and 204 ATMs. The Bank with as many as 1.7
million satisfied direct customer ranging from poor to elite ones and millions of
indirect ones, has drawn important imprint in the picture of country’s economy
through its significant involvement in the best use of its resources to enhance the
production, income and employment opportunities.

3.2 Functions of RBBL

As per the Banking and Financial Institution Act (BAFIA), 2063, there are four types
of financial institutions which are classified in A, B, C, and D classes. Out of four
classes, Commercial bank falls under class ‘A’ category. RBBL as a commercial bank
 15

performs various functions as prescribed in BAFIA, 2063. Some of the major

functions performed by RBBL are as follows:

• Accepting deposits with, and refunds such deposits

• Supplying credit for various purpose
• Dealing in foreign exchange
• Issuing guarantees on behalf of its customers
• Making payments and supplying credit through automated teller machines
• Remitting or transferring funds to different places within or outside the
National boundary
• Purchasing, selling, or accepting bonds issued by the Government of Nepal or
the Rastra Bank

3.3 Core Philosophy of RBBL

The core philosophy of the bank includes its vision mission and objectives. And they
are stated below:
3.3.1 Vision: “The most credible bank for one and all, always contributing towards
Nation’s prosperity."
3.3.2 Mission: “We strive to enhance the quality of life of all Nepalese by eliminating
barriers to financial access and helping them achieve their full potential; and by
ensuring safe, innovative and affordable financial services, through vast networks of
efficient centers, socially responsible business processes and empathetic human
resource”
3.3.3 Strategic objectives:
The strategic objectives of the RBBL are as follows:
• Focus on providing innovative financial services.
• Increase in capital base of the Bank by the minimum capital requirement.
• Business growth and increase in market share.
• Enhance operational efficiency.
• Sustainable increase in profit.
• Focus on empowerment of deprived class
 16

3.4 Structure and Network of RBBL

RBBL has enhanced the availability of its services both inside and outside the valley
across the country. It has been providing services to its customers through 250
different branches in seven province. The number of branches in different province
(including Provincial Office) is shown in the table below:
Table 3.1 Branch Network

S.N. Province Branches

1 Province 1 52
2 Province 2 32
3 Bagmati 57
4 Gandaki 30
5 Province 5 36
6 Karnali 20
7 Suderpaschim 23
Total 250
Source: www.rbb.com.np

3.5 Board of Directors of RBBL

The bank has a dynamic team of management including personalities from various
fields with long experience in banking industry.
Table 3.2 Board of Directors
Name Post

Mr. Dhani Ram Sharma Chairman

Mr. Janak Kumar Baral Director

Prof. Dr. Rajan Bahadur Paudel Director

Mrs. Romila Dhakal Upreti Director

Prof. Dr. Madhab Prasad Dahal Independent Director

Mr. Kiran Kumar Shrestha CEO

Mr. Kabiraj Adhikari Deputy CEO

Source: www.rbb.com.np
 17

3.6 Product and Services offered by RBBL

RBB is never back in providing the best products and services to meet the
requirement of its customers, be that the existing ones or potential customers. RBB is
indeed successful to provide these entire products through the analysis of the
customer feedback form. Customer’s satisfaction is the paramount driver at RBB. The
different product and service offered by RBB are as follows:

Product/services

Deposit Loan Remittance Other Services

Figure 3.1: Product/Services of RBB

3.6.1 Deposit
Accepting Deposit is the primary function of every commercial bank. RBB also
provides the services of collecting deposits from its customers. Collections of deposits
are in different forms:
a) Current Account:
RBB offers a wide range of products and services designed to make banking easier
and to match each and every customer's requirements. This account is non-interest
bearing account. They are offering various flexible payment methods to allow
customers to distribute money directly to others. There is no limit for withdrawal and
deposit in this account. They provide internet user login for this account in case of
single signatory.
b) Saving Account
RBB saving account is a deposit account held at a bank maintained by a customer for
the purpose of accumulating funds over a period of time while earning an interest.
Saving account can be opened in NPR and for the Nepalese citizen and USD for
foreign citizens with valid password and job appointment letter. Nepalese citizen who
have foreign currency source of income they can open foreign currency account.
Maximum interest rate provided is 3.25% and minimum interest rate is provided is
 18

1.5%. The types of savings account offered by RBB along with interest rates are
presented in later part.
c) Fixed Deposit
RBB has introduced several innovative schemes under Fixed Deposit designed to
cater to the needs of various segments of customers to meet your specific requirement.
Tenure ranging from three months to five years, fixed deposit at Rastriya Banijya
Bank allows customers to diversify their portfolio to best suit their investment plan.
The maximum interest rate provided in fixed deposit is 10.5% and minimum interest
rate provided is 3%.
d) Call deposit
Call deposit accounts are those accounts where customer park high-volume short
term deposits. These accounts pay interest to account holders based on the rate
negotiated with the bank. Cheque books will be provided to the call account
holders to withdraw cash. Rastriya Banijya Bank opens call deposit accounts in
Nepali Rupee and various other convertible foreign currencies.
e) Foreign Currency Deposits
RBB accepts foreign currency deposits at attractive rates of interest. Foreign
currency lending to exporters at competitive rates is also available. It also
provides certain facilities for NRN. The various services with their respective
interest rate is provided in later part of this report.

3.6.2 Loans and Advances

RBB provides credit on competitive terms by way of term loans as well for financing
working capital needs of all kinds of productive and income generating activities. The
maximum interest rate provided is 12% and minimum interest rate provided is 9%.
The classification of loan and their respective is presented in later part of this report.

3.6.3 Remittance
Remittance can be made to any part of the world by way of SWIFT Transfer instantly
in addition to the conventional facilities like demand drafts, Travelers’ cheque etc.
RBB facilitates both Inward and Outward remittance.
Rastriya Banijya Bank (RBB) has operated online web based remittance system,
where by money can be sent to Nepal from Worldwide. Payments can be collected
 19

from more than 163 branch offices of the RBB. RBB has made association with the
following foreign agencies for direct Remittance through RBB Remit where by
Nepali citizens & other people at Qatar, UAE and Dubai can send money to Nepal
instantly.

3.6.4 New Services by RBB

a) Branchless Banking
RBB has deployed a Branchless Banking (BLB) System that is capable of
providing Retail Banking features such as Cash Deposit/Withdrawal, Bill
Payments, Fund Transfers and Inquiries to the RBB Customers. Customers are
benefited by BLB in the following ways:
i. Service provided at their doorstep/ village
ii. Availability of Basic Banking Services throughout the day
iii. Hassle free transaction for the villagers as there are no vouchers
iv. Familiarity in dealing with their own person
v. Reduces the cost of transaction

b) Cash Deposit Machine (CDM) Machine

RBB launched a self-service terminal that lets customers make cash deposits and
payment transactions to RBB accounts. Now customers’ dealings in cash are become
an easy chore. Our CDM services are available 24/7 in a week. All successful
transactions are immediately credited and customers will be issued an advice slip
confirming the transaction. To use the CDM, customers might not worry on any card
(debit-card issued by RBB) or any vouching at the bank counter. They only required
the account number to deposit and name for conformation. The services available are:
i. Cash deposit
ii. Cash deposit to third party accounts

c) Internet Banking
Rastriya Banijya Bank facilitates banking with a click of a mouse by which customers
can track their account from anywhere in the world. RBB has robust, instant, secured
and reliable banking solution for its clients. Edit/Drop User: The corporate customer
can edit/drop user for his/her account.
 20

d) RBB Mobile Pay Service

RBB is providing Mobile Banking Financial service with its service powered by
Playbill (P) Ltd. The Customer of RBB can pay utility bills, shop online, buy tickets,
send gifts, pay bills and even transfer money through the mobile phone. It is easy,
simple and secure.

e) Mobile Banking
Rastriya Banijya Mobile Banking provides convenient mechanism and quick access to
banking services for RBB customers from their mobile devices. The system is a SMS
based which can be used by the both NTC and Ncell telecommunication subscribers.
Customers can keep an eye on their financial transactions as well as carry out secure
financial transaction from anywhere, anytime. The main features of the Mobile
Banking services are Balance Enquiries, Last Transactions details, Transactions alerts,
e-recharges/bill payments/top up to utilities like NTC
prepaid/postpaid/landline/ADSL, NCELL prepaid/postpaid, inter branch funds
transfer, etc.

It is also integrated with Fonepay network and eSewa mobile wallet, which enrich our
customer with more enhance and value added services like inter banks funds transfer,
global merchant payments and cash out from local merchants. Customers can use the
mobile banking service from the simple mobile handset through plain SMS and they
can download Rastriya Banijya Mobile Banking application from our website
(Download Mobile Apps section of this page) as well as from the corresponding App
Stores (Android, Apple).
f) ATM Card
RBB is visa associate member bank. Bank has launched issuance of Visa Electron
Debit card from all of its branches. RBB has own 72 ATM outlets.
RBBL is issuing visa debit card in three categories:
Visa domestic: Valid in Nepal and India
Visa international: Valid worldwide
Visa travel Quota: Valid worldwide issued against travelling cheque

3.6.5 Other Services

 21

RBBL provides various other services such as: Any Branch Banking Service (ABBS),
Trade Finance, Student Financial Project, and Locker Facility.
a) Any Branch Banking Service
RBB has been providing Any Branch Banking Service from all branches across the
country. Through this service a customer from our any branch can easily deposit
his/her money in any branch and withdraw his/her money from any branch.
ABBS service charge is free within the Kathmandu valley and within the same
district. However, for the cross district (except for within the Kathmandu valley)
transaction, minimum charges of Rs 100 will be charged up to Rs 2 lakhs and 0.05%
will be charged above Rs 2 lakhs.

b) Trade Finance
Through the wide spread and strong network of correspondent banking
relationships, Rastriya Banijya Bank is capable to offer various products
related to international trade suitable to your needs. Some of the major
products and services in this regard are as follows:
i. Letters of Credit (local, import and export)
ii. Various types of Bonds/Guarantees (including counter guarantees)
iii. Collections (Clean and documentary)
iv. Short-term Trade Finance (import, export and bills)
c) Student Financial Assistance Project

Student Financial Assistance Fund Development Board (SFAFDB) and Rastriya

Banijya Bank (RBB) signed agreement for carrying out banking and consulting
services for the administration of student financial assistance trust fund on the 21st
November, 2008. RBB, hence called as Administrator, signed agreement with sub-
consultants DEVTEC Nepal (P) Ltd and Research Inputs and Development Action
(RIDA) for acquiring technical support in this regard. The main objective of the task
is to administer the student financial assistance program starting from awareness
raising, selection of students and disbursement of financial assistance through the
different branches of Rastriya Banijya Bank.
d) Locker Facility
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Locker is a facility furnished to the individual and institutional customers who

prefer to safe deposit precious gems & jewelries and important documents to
evade the probability of increasing theft, burglary and fire. The Locker has been
the first choice for the safest custody of the valuable goods with flexibility of time
to store and take away when required.

3.7 SWOT Analysis of RBBL

SWOT analysis is the acronym used for strength, weakness, opportunity, and threat.
SWOT analysis is used to analyze the internal and external environment of an
organization. All the external forces of the organization provide opportunities and
threats and internal forces provides the strength and weakness. With the help of
SWOT analysis, internal strength can be matched with the external opportunity to
gain competitive advantage. Similarly internal weakness can be reduced or overcome
and external threat can be avoided. The aim of SWOT analysis is to produce a good
fit between resource capability and external opportunities. For every organization to
be stable SWOT analysis helps in incredible way for which every aspect should be
viewed.
Being a topmost organization of Nepal this analysis is to be prioritized for which
following observation is made. Following are the strengths, weaknesses,
opportunities, and threats of RBBL:

Strengths
 Better customer service
 Brand image
 Wider range of market
 Valuable human assets
Weaknesses
 Lack of team work
 Obsolete technology
 Lack of innovative and active
manpower
 Internal operating problems
 Lack of public confidence and
support

Opportunities Threats
 Expansion of number of  New competitors
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branches  Political instability

 Alliances or joint ventures to  Brand switching
expand coverage
 Better customer service
 24

CHAPTER FOUR
JOB PROFILE AND ACTIVITIES PERFORMED

4.1 Activities Performed

During eight weeks of internship period at Rastriya Banijya Bank Limited, Banepa
branch, the internee visited three departments. They are CSD, ECC & Remittance,
and Pension. The internee has participated in the real life organizational setting
outside the classrooms and the internee has been provided with the opportunities to
study the overall management and business skills. With the keen support of bank
staff, the bank internee was able to use theoretical knowledge in actual field. In every
department, way of dealing with the customer was different. Customer care
department involves more dealing with customer than other department.

4.1.1 Customer Service Department

Customer service is the front desk and busiest place of any organization. It is the place
where customers make first contact with the bank. The initiation of banking services
starts from CSD where the deployed staff must have fair knowledge of banking so
that they may be able to answer any questions raised by the customers. Generally we
all think that the only function of the customer service department is counseling the
customers and fulfilling their queries. But the scope of CSD is not only limited to the
customer counseling and fulfilling their queries.
In CSD the internee performed various activities which are discussed below:
a) Account Opening:
The internee was involved in opening accounts like saving account, and current
account as per the requirement of the customers. Filling account forms was also done
by the internee. There are 5 to 10 accounts opening per day in Suryabinayak branch.
The range may be increased as per duration of schemes provided. The process of
account opening can be shown as follows:
 Customer is provided with the application form to be filled up. The account
opening form includes KYC form, Signature Card.
 The customer must submit copy of the citizenship, electricity bill or telephone
bill, and four passport size photos with the application form.
 25

 When the form is filled up by the customers, bank staff check the form and
documents and verify them and make the entry of the account holder in the
system called Pumori.
 The customer is provided with the account number and asked to deposit the
money as per the type of account s/he has opened.
b) Account Closing:
As per the request and requirement of the customers the account can be closed. The
major reasons for closing accounts are death of account holder and account holder
going abroad. Procedures to close the account followed by RBBL are as follows:
 Customers are provided with the account closing application. While giving the
application, the customers are asked for the reason to close the accounts.
 When the form is filled up, the customers are asked to submit cheque book
and ATM card (If taken) with the application.
 Then finally, the account of the account holder is closed. Bank charges certain
amount as account closing charge.
c) Customer Query Handling and Counselling:
As a CSD staff during internship most of the internee time was spent in handling the
numerous queries of various walk in customers. The internee gave the information
that they wanted. Many customers were interested to learn about the product which
internee happily obliged. In addition to that, the internee answers queries about bank’s
other products, services, transactions etc. The internee handled all the customer
queries via phone as well.
d) KYC Form Update:
KYC is an acronym used for “Know Your Customers”. It involves making reasonable
efforts to determine true identify and beneficial ownership of accounts, source of
funds, the nature of customers’ business, reasonableness of operations in the account
in relation to the customers’ business, etc. which in turn helps the banks to manage
their risks prudently. KYC update is the recent activity that is carried out in all the
commercial bank as instructed by Nepal Rastra Bank.
The internee was told to inform the customer visiting the bank to update their
accounts and those who doesn’t often visit bank were informed through telephone.
The KYC update process can be listed as follows:
 Customers are provided with the KYC form to be filled up.
 26

 When the form is filled up, the internee checks the form and verifies it for the
further process if all the information are filled up correctly.
 The customers submit copy of citizenship, and two passport size photos with
form
 Then, the internee updates the account of the customers using software called
Pumori.
e) Providing Balance Statement to Customers:
Balance statement shows complete transaction of a customer of deposits, withdrawals
and closing balance. These are confidential information so, statements are only
provided to the account holder. Statement is given to the person who has been
identified and authorizes by the bank. To get the account statement, the customer
needs to provide information about his/her account name, account number, period and
authorized signature or stamps of the organization. Bank provides statement to those
customers who have account in the same branch of that bank.
f) Filing:
Filing is one of the most important jobs assigned the internee. All the files of forms
related to the customers have to be properly filled up and put in the respective file and
has to be placed in the specified drawer. The internee is asked to search for the
particular file and has place it back in same manner.
g) Issuance of MICR cheque book:
Today cheque works as closely as paper money. It can be taken from one place to
another easily. Most of the commercial banks, development banks, financial
institutions and the co-operative accept cheque of each other easily.
The cheque is issued to the customer after he/she opened the account in the bank as
per his/her request. If customers request for new cheque book for the second time they
should fill the requisition form which is placed at the end of the checkbook. Before
receiving the checkbook, the account holder should sign in cheque register and
requisition slip. Then account holder’s signature is verified by staff of the bank or
internee and when signature matches s/he gets the new cheque book. In case if
requisition slip is loosed, the account holder should pay the extra charge of Rs 300 to
get the new cheque book and the charge is debited from the customer account.
 27

h) Scanning:
The internee scanned the required document like signature card, ATM and Mobile
Banking form. Scan needs to be done carefully because it encompasses the pivotal
information like customer signature and nominees.

4.1.2 Electronic Cheque Clearing Department

ECC department is one of the crucial department of any bank. ECC department
mostly deals with the cheque of other banks to be cleared and deposited in the
respective accounts but sometime, cheque of the same bank can also be cleared and
deposited. The cheque clearing process can be described as:
 At first, the customer is asked to fill the respective account name, number and
the amount in deposit voucher and submit cheque and voucher to staff of ECC
department
 Then, the internee checks the deposit voucher and cheque whether the voucher
is filled correctly or not as per the cheque. If the deposit voucher and cheque
are filled correctly, the internee verifies it for further process.
 The internee scans the cheque and fills necessary information in software
called ECC and sends it to clearing house for clearance.
 The internee generates the clearance report sent by clearance house and checks
for the mistakes if any
 Then, the internee posts the clearance amount to the respective account and
charges some charge such as ECC charge and ABBS commissions etc.

4.1.3 Administration Pension Department

The internee was also involved in pension department to check balance of pension
account, provide information about pension patta renewal, renew pension patta and
pay pension amount to respective person. Generally, pension is distributed from the
twenty fifth day of every month. In order to know whether it is necessary to renew
pension patta or not, the internee should at first check the customer’s account using
Pumori. The activities performed by the internee in the pension department are
 The internee checked the balance of the pension account and provided
information related to pension patta renewal
 28

 The internee helped customers to fill up the pension patta renewal form and
checked the form
 The internee renewed the pension patta at least for six months
 The internee posted pension in the customers’ account
 In case of Birendra Kalyankari Fund, the internee provided a slip to customers
by which they withdraw their money
 The internee helped the staff of pension to send messages to the customers
whose ATM and pin have been issued
 The internee provided ATM to the customers after the verification

4.2 Experience in Internship

Internship at Rastriya Banijya Bank Ltd., Suryabinayak was really worthwhile and
had a memorable experience. It was great opportunity to gain wide knowledge about
different operational activities and procedure in practical ways. Without continuous
support of staffs it may not be possible. So, intern experienced following things from
internship:
• Working in government owned commercial bank, intern experienced the
importance of Nepali typing, Darta chalani for maintaining the record.
• Experienced how operational activities of branches of commercial are
conducted.
• Experienced how the product and services of banks plays an important role in
the life of people and in the country.
• Intern came to know about the workforce diversity on the basis of academic
background, gender, ethnic group, experience and the difficulty to work
between the diverse workforces.
• Working in a busy branch, intern experienced to handle bunch of work in a
single time.
• Experienced that in a group of customers, there are some people who have bad
intention and how to tackle with that type of customers.
Hence, intern got an opportunity to work in real life situations, experiencing the
banking practices of commercial bank, decision making process, organizational
culture, division of work, importance of team work and so on.
 29

4.3 Problem Faced and its Solution

 System Breakdown
This is one of the common issue banks are facing so does RBBL, Suryabinayak.
There occurs frequent breakdown in the system which results in slow delivery of
services, resulted long queue and dissatisfied employee.
Solution: information and technology department should be more concerned towards
it. Old computers should be replaced with new and highly efficient computers. For
example: Slowing down of the system at the peak hour of serving the customer in
queue.

 Dissatisfied Personnel
It is major issue of bank which is resulted due to less no. of staffs in the branch.
Single employee should bear more burden of work especially in ECC and remittance
department. It creates dissatisfaction in employers and less performance of work.
Solution: Equal distribution of workload, appointing new staffs by opening
vacancies, quarterly choosing best employee based on performance.

 Queue Management
There is no proper queue management system. In ECC department customers directly
enter the room and disturb the employer to perform their work. They directly interact
with staff for balance inquiry, advice and for suggestions.
Solution: Proper renovate of department and inquiry desk should be maintained.

 Lack of Proper Filing

One of the major problems is the archive and filing system of the bank. At
Suryabinayak, intern observed that there is lack proper filing and indexing system in
ECC and CSD than other department. At CSD old files are thrown at corner of room
and at ECC there is no enough space to index the file. Although there were helpers
who were assigned filing work but they don’t pay attention in filing documents in
time, resulting work delay.
Solution: Unused documents should be filtered and free space for new documents. On
other hand if concerned department heads take filing the document seriously then this
issue can be solved.
 Resistance to change
 30

Another major problem at bank is the lack of enthusiasm of employees.

Employees resists for the change and have low learning desires. Staffs from
one department denied working in another department. Especially, in ECC as
work burden is more.
Solution: Proper training related to work must be given to accept change.
 Grievances handling
The complaints and grievances of customers are no instantly solved. The first place
where the customer complains is CSD which is fully assigned to the interns who have
limited information and authorities. Due to limited number of staffs and lack of
authorized officers the grievances handling is time consuming.
Solution: The branch should increase the number of employees, which will improve
grievance handling, quick operation and will result in satisfied customers.
 Conflict Among Personnel
Difference in personal beliefs, attitude and the culture of employees and dominating
nature of employee in same level created conflict among the staffs.
Solution: Job rotation should be done and conducting branch weekly if not monthly
meeting between the staff of every level help to make strong bond.
 31

CHAPTER FIVE
CONCLUSION AND LESSON LEARNT

5.1 Conclusion
The internee chooses Rastriya Banijya Bank Limited to do internship on banking
since it is one of the renowned bank. During the internship period the internee found
deviation between practical knowledge and theoretical knowledge. Nevertheless, the
internee got the chance to improve his interpersonal skills and be familiar with the
real life problems. The internship added sense of responsibility to the internee while
performing any task. The theoretical knowledge that internee gained in college is now
backed up with this internship program due to its practical nature which will be
beneficial for the internee future.
Furthermore, to learn new lessons which were not covered in our classes, the
environment of RBBL was the perfect platform. It was really exciting to see the real
professional environment in the office. There were many departments. The internee
got the chance to work in most of the departments during the internship period. They
are CSD, ECC, Pension and Remittance.
The internee was able to understand corporate work culture, environment through
managerial perspective, being able to cooperate and comprehend the true concept of
working with the people in a team. Internee was able to visualize the current scenario
of Nepalese financial system and deliberately learned the majority of operation of
CSD and ECC including managing customer’s information system. During the
internship period at RBBL the internee found everyone to be honest, polite along with
good work ethic. The internee was able to see the practical implications of
organizational behavior that internee learnt within the closed four walls of classroom.
All the knowledge that internee has learned at class turned out at managerial tools and
now internee has learned to use these tolls effectively and efficiently as per the
requirement.
Hence, to maintain its current position as a higher profit earning bank of Nepal,
RBBL has to benchmark its services to its major competitors in the industry and
provide a continuous mean of improvement in its existing products and services,
while introducing new ones to the industry. I would like to once again thank RBB, all

31
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the staffs of RBB for their support, suggestions and cooperation. As a whole, my
internship was interesting, memorable and knowledgeable.

Therefore, the internee is very much pleased to conclude that RBB is one of the best
bank with friendly and supportive environment and excellent customer service.

5.2 Lesson Learnt

As we know that practice makes man practical and perfect, the eight weeks internship
period in RBBL has taught the internee many lessons. Internee has learnt different
skills and obtained a variety of knowledge during internship period. The internee was
able to learn how the theories of the book are applied in the organization and the
knowledge beyond the books which could be gained only by working in a real
organization. The internee also learnt the professional attitude which will be useful in
future. Apart from that internee gained information about the products and services
provided by the bank and the culture of organization.
The internship has taught the internee many things which are listed below:
 Learned to socialize with professionals
 Learned to tackle operating problems
 Learned to deal with the parties
 Learned to use equipment like photocopy machines and printers
 Learned the working pattern and culture of organization
 The internee has broaden the interpersonal and communication skills
 The internee gained basic knowledge on operating software like Pumori
 Learned to develop positive attitude towards work as well as people at the
work place
 Internee has learned how to maintain systematic record and filling of the
document.
 Internee has learned how to open and close account of the bank and procedure
of account closing and opening.
Finally, the internee wants to conclude that throughout the internship period the
internee learnt many new things and developed the positive attitude towards the work
and staff. Hence, internship in RBB not only fives insight to learn about how the bank
32
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performs interbank transactions in Nepal, but also boosts future prospects in the
banking sector as well. Therefore, internship plays an important role in matching the
knowledge gained from practical perspective of education with the practical exposure
at the work place.

5.3 Observed Gap between Theory and Practice

Reality differs a lot from the theoretical perspective, as learning in practical

environment and theoretically through the books has vast difference in the
conceptuality. The real life situation deals with in the practical aspect prepares well
for working in that environment, quite easily, the theoretical concept may boost
learning in a practical environment.

The report basically focuses on the overall banking activities especially highlighting
the functional departments. The general objective of this study is to get the better
understanding of the corporate environment of RBB. In general it tries to assess the
contribution of RBB in the overall economic development. The purpose of the study
also is to do practical work, in the field and apply the knowledge of classroom
lectures to the real life situations.

In different courses I had acquired only the theoretical knowledge but during
internship program I got a chance to gain practical knowledge and cope with the
working environment. The theoretical knowledge that had required is very useful in
understanding the practical situation and in reducing the difficulties which many
student face during the internship program. But many gaps between the theoretical
aspects learnt and observed in the company. Some of them are as follows:
 There is no particular theory that is developed regarding how to deal with the
customer. Every customer is different in their perception and attitudes.
 This report is not generalized to RBBL as whole since the data was related
only to Suryabinayak Branch of the bank.
 No strict description of job and responsibilities i.e. one staff has to perform
tasks as per the requirement.

33
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 There is no universal way of performing the responsibilities given to the staff.

Each and every bank has its own way of carrying out the same activities unless
it is bounded by external rules and regulations.
 Development of computerized systems in the bank creates and documented
working environment where theories are less practically applied.

34
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 Since the entire activity of the bank is dependent upon the computer network,
any interruption or failure of network results in work delay and customer
dissatisfaction.

Thus, these gaps are observed between the theory and practice. In theory we learn
certain principles and processes but in practice they differ based on different factors.
There may not be specialization in work in practical life because one has to perform
task as per the requirement of administration.

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Goodhart, C. (1985). The Evolution of Central Banks. London: London School

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www.nrb.org.com/bsd/
bsdindex.php?
vw=4www.rbb.com.np/
branches.phpwww.rbb.com.np/
visionMiss.phpwww.rbb.com.np
/
ebanking.phpwww.rbb.com.np/
atm.php
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APPENDIX
List of Commercial Bank in Nepal
S.No Names Operation Date
1 Nepal Bank Ltd 1937 A.D
2 Rastriya Banijya Bank Ltd 1966 A.D
3 Agriculture Development Bank Ltd 1968 A.D
4 Nabil Bank Ltd 1984 A.D
5 Nepal Investment Bank Ltd 1986 A.D
6 Standard Chartered Bank Ltd 1987 A.D
7 Himalayan Bank Ltd 1993 A.D
8 Nepal SBI Bank Ltd 1993 A.D
9 Nepal Bangladesh Bank Ltd 1994 A.D
10 Everest Bank Ltd 1994 A.D
11 Kumari Bank Ltd 2001 A.D
12 Laxmi Bank Ltd 2002 A.D
13 Citizens Bank International Ltd 2007 A.D
14 Prime Commercial Bank Ltd 2007 A.D
15 Sunrise Bank Ltd 2007 A.D
16 Mega Bank Nepal Ltd 2010 A.D
17 Century Commercial Bank Ltd 2011 A.D
18 Sanima Bank Ltd 2012 A.D
19 Machhapurchhre Bank Ltd 2012 A.D*
20 NIC Asia Bank Ltd 2013 A.D*
21 Global IME Bank Ltd 2014 A.D*
22 NMB Bank Ltd 2015 A.D*
23 Prabhu Bank Ltd 2016 A.D*
24 Siddhartha Bank Ltd 2016 A.D*
25 Bank of Kathmandu Ltd 2016 A.D*
26 Civil Bank Ltd 2016 A.D*
27 Nepal Credit and Commerce Bank Ltd 2017 A.D*
28 Janata Bank Nepal Ltd 2017 A.D*