An

Internship Report
On
“CUSTOMER SERVICE AND SATISFACTION”
Of
NEPAL BANK LIMITED

Submitted to
Nepal Bank Limited
Siddharthanagar Branch
Bhairahawa

By
Dev Narayan Tiwari
T.U. Regd. No.:- 7-2-52-1-2016
Exam Roll No:- 971/16

An Internship Report presented in the partial fulfillment of the requirements for

27th November, 2020

To,
The Branch Manager,
Nepal Bank Limited
Siddharthanagar

Bhairahawa

Subject:- Submission of the internship report

Dear Sir,

I would like to thank you for assigning me this subject to prepare the internship report on
“Customer Service and Satisfaction in the context of Nepal Bank Limited”, and also like to
thanks you for your guidance and supervision in its completion. I completed my Internship
attachment at Nepal Bank Limited from the 28th September 2020(13th Ashwin 2077) to 27th
November 2020(12th Mangsir 2077). This task has been given me the opportunity to explore
customer service in the Nepal Bank Limited.

It was great pleasure for me to do this research. During the completion of the report I came
across hosts of practical experiences which will be great supportive for me to do further
research in future.

I hope that my works meet approval. I would be keen to assist for the interpreting my report
or any further clarification if required.

Thanking you,

Sincerely Your Obedient Student,

I carried out my internship at Nepal Bank Limited, Siddharthanagar Branch which is licensed
under Nepal Rastra Bank, under the Company Act 2063 and it commence its operation as one
of the financial institutions of Nepal and also it offers internship opportunities to the students
which enable them to support them as grounded career person. As, Internship is an
opportunity to relate what has been covered in class and what is applicable in the field in an
operational environment, the purpose of the internship is to fulfill the core equipment for the
award of Bachelor Degree in Business Management to get a practical aspect of theoretical
work studied at the university and to understand the operation in the banking and business
sector and to enable students gain experience in different task. During my internship period, I
got an opportunity to meet and network and so many customers out there. I was assigned to
different department which include the Customer Service Department (CSD), which helped
me to interact with different people, clients, acquire the information and gain benefits of
Customer Care. In conclusion, this was an opportunity to develop and enhance skills and
competencies in my career field which I actually achieved.
 ACKNOWLEDGEMENT

I would like to thank to the almighty for giving me such mental strength and patience for the
completion of this internship report with proper moral expedient, hard work dedication and
honesty. I would also like to thank to those personalities who were attached with me directly
and indirectly to complete my internship activities as well as this report.

First of all I would like to thanks our honorable director Mr. Sahadev Bhatta for providing me
such opportunities and guidance to work on this report. Without his help and support it was
not possible to collect all the information and do the internship properly.

I also show my gratitude to the branch manager Mr. Yagya Murti Basyal and operation
assistant Mr. Madhav Shahi for the guidance, inspiration and constructive suggestions which
helps to me in the preparation of this project. I salute to them for inspiring and motivating
me. Finally I would like to thank my friends, family and parents who helped me to guide for
the beautiful completion of report and such great experience.
 Abbreviations

ATM Automated Teller Machine

ABBS Any Branch Banking Services

BBM Bachelor of Business Management

CSD Customer Service Department

IT Information technology

KYC Know Your Customer

NBL Nepal Bank Limited

SCT Smart Choice Technology

TU Tribhuwan University

SBI States Bank of India

CEO Chief Executive Officer

CRM Customer Relationship Management

FD Fixed Deposit
 Executive Summary
Nepal Bank Limited is the first commercial bank of Nepal. It was established in 1937 which
established in 1937 which marked the beginning of an era of formal banking in Nepal. It is
providing the services to its customers.

The main issue of this report is to grasp the customer and to improve the service satisfaction
perceived by the customer. The primary objective of doing this report is to get the practical
knowledge about the banking, to enhance the service satisfaction perceived by the customers
and to measure the quality of service offered by the Nepal Bank Limited.

To get internship report elements I worked at Nepal Bank Limited, Siddharthanagar branch
and try to gather information from service provider by following several steps. These steps
are Research Design, Sampling Method, Survey instrument, Data Collection and Data
analysis.

I had used the acknowledged and applied method SERVQUAL Model that is (reliability,
assurance, tangibility, empathy and responsiveness) to identify the service quality for
improving the customer satisfaction. Both primary and secondary data are used.

Nepal Bank Limited is one of the most potential banks in banking sector. The customers are
moderately satisfied. The bank provides all types of financial services, online banking and
other financial stuff.
 Bonafied Certificate
This is certify that CUSTOMER SERVICE AND SATISFACTION embodies the bonafide
work done by DEV NARAYAN TIWARI during the report submission for the fulfillment of
the Bachelor Degree “Bachelor of Business Management (BBM)” eight (8 th) semester, of the
Bhairahawa Multiple Campus, Siddharthanagar, in the academic year 2020-21. He has
completed this project under my guidance in satisfactory manner at November 27th, 2020.

………………………………...…. ………………………..………….
Mr. Madhav Shahi Mr. Saroj Khanal
Assistant Assistant
Nepal Bank Limited Nepal Bank Limited

Siddharthanagar Siddharthanagar

………………………………...…. ………………………..………….
Mr. Yagya Murti Bashyal Mr. Sahadev Bhatta
Branch Manager Director
Nepal Bank Limited Bhairahawa Multiple Campus
Siddharthanagar BBM/BBA
 Table of Contents

Chapter 1 Introduction 1

1.1 Background 1

1.2 Objective of the internship 2

1.3 Methodology 2

1.3.1 Source of Data 2

1.3.2 Organization selection 3

1.3.3 Placement 3

1.3.4 Duration 4

1.3.5 Activities Performed 4

Chapter 2 Brief Introduction of the Commercial Bank 5

2.1. Meaning and Definition of Commercial Bank 5

2.2 Functions of Commercial Bank 5

Chapter 3 Introduction of Nepal Bank Limited 6

3.1. Overview of the organization 6

3.2 Vision Statement 6

3.3. Mission Statement 6

3.4. Values 7

3.5 Objectives 7

3.6 Shareholding in NBL 7

3.7 Products and Services 8

Chapter 4 Analysis of Activities Done 22

4.1 Activities performed 22

4.1.1 Opening of an account 23

4.1.2 Closing of account 23

4.1.3 Issuing of Cheque Book 24

4.1.4 Distribution of ATM and Debit Cards 24

4.1.5 Maintaining Customer files 24

4.2 Study Process 25

4.3 Problem Solved 26

4.3.1 Problem relating to the functioning of the ATM machines 27

Chapter 5 Lesson learnt 28

5.1 Conclusion 28

5.2 Lesson learnt 28

Reference/Bibliography 30