Aasish Maharjan Report - Bba - PU
Aasish Maharjan Report - Bba - PU
Aasish Maharjan Report - Bba - PU
AT
Bhaisepati, Lalitpur
An Internship Report
Submitted by
Aashish Maharjan
Purbanchal University
Kumaripati, Lalitpur
January 2023
i
DECLARATION
I, Aashish Maharjan, hereby declare that the presented report of internship entitled
“Customer Service Activities on Muktinath Bikas Bank Limited” is uniquely prepared by me
after the completion of 12 weeks’ work at Bhaisepati Branch of Muktinath Bikas Bank
Limited.
Further, I would like to declare that this report is only for the academic purpose. To
the best of my knowledge and belief, it doesn’t contain nay previously published or written
by another person, expect when due reference is made in the text.
Thanking You
……………………
Aashish Maharjan
ACKNOWLEDGEMENTS
The entire effort of this report has been made simply to give a complete shape to the
partial fulfilment of the BBA 7th Semester program of Purbanchal University. This report is a
product of hard study; query involves many people’s considerate attention to it. Without their
suggestion and co-operation, the preparation of this report would have been impossible. So, I
want to extend my gratitude to them.
First of all, I would like to thank Kantipur Valley College for giving me the
opportunity to transfer my theoretical knowledge into practice. I would like to thank all the
teachers who have supported and helped me to complete the internship program as needed. I
am grateful to my instructor Dr Chet Nath Pant for this cordial supervision, cooperation,
inspiration and guidance while preparing this report.
I would also like to thank the Branch Manager, Mr Sampurna Maharjan and Customer
Service Department Miss Shubhechha Thapa Magar of Muktinath Bikas Bank Limited,
Bhaisepati for providing me the opportunity to complete my 12 weeks’ internship program
and for helping me to gain the knowledge about banking sector. Equally, I am also grateful to
Shanti Kuwar, Niranjan Dahal, Sunita Mahat, Buddhiman Majhi of the bank for guiding me
in the work and for providing me the friendly environment.
Finally, I would like to thank my family and family and friends for supporting me
during my internship and helping me to complete this report.
Thank You
Aashish Maharjan
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ABBREVIATIONS
A/c: Account
TABLE OF CONTENTS
DECLARATION....................................................................................................................................i
ACKNOWLEDGEMENTS...................................................................................................................ii
ABBREVIATIONS..............................................................................................................................iii
TABLE OF CONTENTS......................................................................................................................iv
LIST OF TABLES................................................................................................................................vi
LIST OF FIGURES.............................................................................................................................vii
EXECUTIVE SUMMARY.................................................................................................................viii
CHAPTER ONE....................................................................................................................................1
INTRODUCTION.................................................................................................................................1
Brief History......................................................................................................................................1
Origin of Bank...............................................................................................................................1
Introduction...................................................................................................................................4
Objectives......................................................................................................................................4
Vision............................................................................................................................................4
Mission..........................................................................................................................................5
Values............................................................................................................................................5
History of MNBBL........................................................................................................................5
Business Volume...............................................................................................................................6
Methodology...................................................................................................................................12
Observation.....................................................................................................................................13
CHAPTER TWO.................................................................................................................................18
SWOT Analysis...............................................................................................................................26
CHAPTER THREE.............................................................................................................................28
Conclusions.....................................................................................................................................28
References...........................................................................................................................................31
Journal.................................................................................................................................................31
Appendix 1..........................................................................................................................................34
Appendix 2..........................................................................................................................................35
vi
LIST OF TABLES
LIST OF FIGURES
vii
EXECUTIVE SUMMARY
students to undergo an internship program, in the 7th semester, for minimum eight weeks in
an organization. The internship program, which the BBA students undertake, targets to
provide the practical exposure, to train and prepare students for managerial functions, to
develop work culture within them, to uplift their interpersonal and communication skills
encouraging them to interact with the people in the organization. The general objective of this
program is to explore new facts and understand realities how organizations functions and
gain the practical experience in the related field. This further helps the students to expose
themselves to the real world where they can apply their theoretical knowledge.
I was placed in the Customer Service Department and got to experience the real
banking working scenario. I worked in the CSD and helped the staff members of Muktinath
Bikas Bank Limited with account opening, ATM card issuance and distribution, cheque
distribution, deal with queres related to the customers and so on.
Finally, the period of 12 weeks’ of internship at MNBBL was more of worthwhile and
I had an opportunity to gain much experience which is going to be helpful in the future
career.
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CHAPTER ONE
INTRODUCTION
Brief History
Origin of Bank
The word ‘BANK’ has been derived from the Italian word “Banco”, French word
“Banque”, meaning desk or bench that means transaction over a desk. A bank is a financial
institution licensed to receive deposit and make loans. Even the practice of banking is
originated in medieval Italian city-states, these practices didn’t appear out of nowhere. They
were the culmination of many centuries of development. Italy became the birthplace of
banking in the twelfth and thirteenth centuries because it was at the centre of a global trading
network that exposed Italian traders and their financiers to various methods of money
management. Italians then built on this knowledge to create new and better methods of
handling financial exchanges. In 1202, Leonardo Fibonacci published a book called the Liber
Abaci—The Book of Calculation. Famous today for the Fibonacci sequence, Fibonacci was
the son of a customs official—someone who collects taxes on imported goods—so he had a
lifetime of experience with trade and finance. In his book, Fibonacci explained how to use
mathematical concepts that had been developed in India and the Middle East and apply them
to the business of trade and money management.
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Banks were first introduced in Rome with its vast trade networks that extended
throughout the Europe, Asia and much of Africa. The first bank of the world is Bank of
Venice established in 1157 A.D (Bashistha, 2076). Following the footsteps of this bank, other
banks were also established. “The most famous Italian bank was the Medici Bank, establish
by Giovanni Medici in 1397.” (Goldthwaite 1995) Namely: Bank of Barcelona (1401), Bank
of Genoa (1407), Bank of England (1694) and Bank of Amsterdam (1609). Likewise India
established its first bank, “Bank of Hindustan” in 1770. These modern banks gradually
replaced the merchants, goldsmith and money lenders. In 1960’s banking was introduced to
world because of increase in their worldwide operations and increase in multinational
companies.
Nowadays, banks are referred has been taken as lifeblood for business houses as they
offer many facilities like travellers cheque, insurance services, pension services and other
investments. The crucial breakthrough in the modern banking history was made in 1694 A.D
when the first modern bank “The Bank of England” was established. After the establishment
of this first English Bank, banking sector had wide development for providing service to
customers. In Nepal origination of formal banking system was started with the establishment
of Nepal Bank Limited in 1937 A.D. Then Nepal Rastra Bank, the central of Nepal was
established in 2013 under NRB Act 2012. Then after other commercial banks and financial
system was started slowly and gradually in Nepal. In this way banks and financial system was
originated.
The term bank is derived from Italian word ‘Banco’ meaning bench or money
exchange table. In olden days, European money lenders or money changers used to show
coins of different currency in big quantity on benches or tables for the purpose of lending or
exchanging. The first bank was Bank of Venice established in 1157 A.D. After that, various
banks were established all over the world for smooth performance of financial activities.
Traditional Banking system existed in Nepal for a long time before the introduction of
modern banking system. History indicates that at 723A.D Gunakamadev reconstructe.
Kathmandu by taking loan. Similarly, during the end of 8th century Shankhadhar Sakha paid
all the dues that are taken by people of Kathmandu valley and introduced new era. Traditional
banking system deals with only giving and taking of loans. Under this system there are 4
types of banks existed. They are Tankadhari, Tejarath, Mahajan and Desi bank. Among them
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Tankadhari (money dealer) was used in the middle of 14th century when they got recognition
as one of the 64 caste classified on the basis of occupation by Jayasthiti Malla. In 1933 Rana
Prime Minister Ranoddip Singh introduced Tejarath Adda as government financial
institution. It was one of the economic and financial sector reform by Ranoddip Singh. The
main objective of Tejarath Adda was to free people from the exploitation of Tankadhari.
Tejarath Adda provided loan to general people at a concessional interest rate of five percent
against gold, silver etc. During Prime Minister Chandra Shumsher period, legal provision was
made not to capitalize interest on loan. The only source of Tejarath Adda was government
fund as it did not accept any deposit from public. So, this failed to meet the need of general
public.
The initiation of formal banking system in Nepal commenced with the establishment
of Nepal Bank Limited in 1937 A.D., the first commercial bank in Nepal. The country’s
central bank, Nepal Rastra Bank was established in 1956 by Act 1955 after nearly two
decades of NBL having been in existence. A decade after establishment of NRB, ADBL, and
a fully owned government commercial bank was established in 2022 B.S. Then Nepal
adopted open and liberalized policies in the mid-1980s reflected by structural adjustment,
including privatization, tariffs adjustment, easing of terms of foreign investment and so on. In
the 1980s Nepal opened the commercial banking sector to foreign participants. Since then the
first joint ventures bank was set up as Nepal Arab Bank Limited now called as NABIL Bank
Limited in 1984. There after Nepal Indosuez Bank Limited now called as Nepal Investment
Bank was established in 1986 and Nepal Grindlays Bank was established in 1987 now called
as Standard Chartered Bank. There after other several commercial banks have been
established with in the period of years. Banks are divided into 4 classes namely A for
Commercial Banks, B for Development Bank, C for finance Companies and D for Micro
Credit Development Banks as per their minimum paid up capital. Till toady there are 28
commercial banks, 31 development banks, 25 finance companies and 47 micro credit
development banks are in operation.
● Joint Finance
● Refinance Facility
● Underwriting of Securities
Introduction
Muktinath Bikas Bank Limited (MNBBL) was established on 19th Poush 2063 B.S.
(i.e. 3rd January 2007 A.D.), The Bank is licensed by the Central Bank of Nepal to operate as
a “B” Class National Level financial institution with its Central Office at Kamaladi,
Kathmandu, Nepal. Today, Muktinath Bikas Bank is known as the leading Development
Bank of Nepal with a history of its own. MNBBL’s authorized capital was NPR 8.00 billion
and issued capital and paid-up capital was NPR 5.65 billion. The bank has been providing
banking through its branch offices in the different geographical locations of the country.
Objectives
Muktinath Bikas Bank Limited has the following objectives:
● Focus on building the positive net worth and meeting minimum capital requirement
Vision
Be the most preferred robust Bank in Nepal while uplifting socio-economic status of
people.
Mission
Become a leading, financially viable, socially acceptable, regulatory complaint,
environment friendly, inclusive financial services provider for all the stakeholders' wellbeing.
Values
● Goal Focused
● Result Oriented
● Well-Being
History of MNBBL
The citizens of Syangja District (a hilly district with tough geographical terrain) were
starved for financial needs and the local people were undoubtedly had to travel to Pokhara
(the only nearby metro, with approximately 38 Kilometre mountainous road linkage) for
petty transaction such as withdrawal of mere NPR 5,000/- (approximately $50). The cost of
travelling and other involved security risk, hectic involvements and more costs thereon. Then,
the need for an immediate solution to these problems was felt and a seed for the same was
cultivated. The like-minded group of innovative local intellectuals from various sectors
joined hands together to establish a local private sector Bank to resolve the issues being dealt
by people of Syangja District.
Likewise, on January 3, 2007, (We) the proposed Bank got license from the Central
Bank of Nepal (i.e. Nepal Rastra Bank) to operate Banking Business initially in three districts
namely Syangja, Kaski and Tanahun of then Western Development Region (currently
Gandaki Province) as a “B” class financial institution.
Since inception, the Bank has been adopting the deep rooted values of financial
inclusion of the community and core principle of “Janata Bank ma Hoina, Bank Janata
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ma Janu Pardachha.” i.e. “People should not come to the Bank; Banks should go to the
doors of people”. The Bank prioritized opening branches in the rural areas where in the
absence of any financial institution, people were in dire need for banking services. The
customer friendly products, services and door-to-door facility are the major factor for the
Bank’s popularity and success among the local people of the area. Within one and half years
of operations in the month of April 2009, the Bank started a Microfinance Program in its host
of services with starting a dedicated department at central office and branches to serve low
income but high potential people with high productivity. The Bank was the first “B” class
Bank with 3 pillars strategy of Modern Banking, Rural Banking & Micro Banking for serving
low-income people with dedicated departments for the same.
At Present
The Bank has a noticeable Balance sheet size of NPR 101.09 Billion (equivalent to
USD 852 Million) as of Ashad End 2078 (July 2021) with 950,000 happy customers from
different age, communities, societies and ethnic groups as of July 2021. The Bank has a large
footprint of 174 branches and 3 extension counter with 121 ATMs spread across the country
as of date.
Business Volume
Shareholding Composition
1. Promoters contribution 51
2. Public contribution 49
Total 100
Butwal region 18
Damauli region 8
7
Dhading region 9
Itahari region 18
Janakpur region 16
Kathmandu region 42
Kohalpur region 18
Narayangarh region 12
Pokhara region 21
Syangja region 12
MNBBL, Bhaisepati branch is operating with 7 staff members including 3 ladies and
4 gents. Out of 4 gents 1 is guards and rest 3 gents are working in different post. The staffs of
MNBBL, Bhaisepati are co-operative and sociable towards their customer. There is good
relationship between the staffs. They work as a family member to make working environment
friendly.
a. Deposits
MNBBL offers wide range of deposit products to its customers. The interest rates on
each deposit product depend upon the type of account. Customer can open any type of
account after fulfilling documentation procedures and submitting required documents. The
different types of deposit products offered by MNBBL:
1. Saving Deposits
There are a number of saving accounts in according with the type of customers. Saving
a/c are for those people who wants to save small amount of money from their regular income.
Interest is paid in saving a/c which is about 7% in this bank. The minimum balance of Rs 100
must be maintain by the customer in this account. Different types of saving account are
targeted for different customers and of different requirement. In this type of account
depositors can withdraw the deposit except minimum balance. Some features of saving
accounts are:
Current Account also termed as the Demand Deposit is maintained by the customers
who requires the money frequently. There is no any restriction on number of withdraw and
deposit. The balance in this account is non-productive for the bank since, it cannot be
utilized. So, the bank does not provide interest in this account. Current account in MNBBL is
mostly maintained by business enterprises. The minimum balance to be maintained in this
account is Rs.2, 000. Some features of current account are:
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3. Fixed Deposits
Fixed Deposit is the deposit account maintained with the bank for the stipulated period of
time by the customers. The amount cannot be withdrawn before the expiry date, but still if
they want to withdrawal they should pay penalty for early withdrawal or they can borrow
against their Fixed Deposit Certificates. This deposit account pay higher rate of interest than
saving account. Interest is depend upon the maturity period and total amount of money.
Interest is provided quarterly and tax is deducted at source from the interest. The amount of
interest on fixed deposit is transferred to saving account of the depositor. Some features of
this account are:
● Personal loan
● Agriculture loan
● Housing loan
● Auto loan
● Share loan
c. Internet Banking
Muktinath Bikas Bank Limited’s customers will be able to conduct various informational and
financial transactions through the bank’s direct banking. This service currently includes the
following features:
Features
● Account Information
● Account Statement
● Merchant payments
● eSewa facilities
d. Mobile Banking
Muktinath Smart Mobile Banking provides convenient mechanism and quick access
to banking services for Muktinath Bank customers from their mobile devices. The popular
services are balance inquiries, recent transaction details, e-recharges and bill payment to
utilities like Ncell post-paid, Ncell prepaid, Top up, NTC ADSL, NTC landline and NTC
post-paid mobile phone bills. Muktinath Smart Mobile Banking integrated with Fonepay
enriches our customer with more enhance services like Interbank fund transfer, Muktinath
Bank merchant payments.
e. Auxiliaries
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Auxiliary services of banks are operations (services), which as a rule, are needed by
customers not by themselves, but as technologically necessary conditions for rendering them
basic, as well as some additional services. MNBBL provides following auxiliary services:
● ABBS
The Muktinath Visa Debit Card is a Debit card issued in collaboration with a principal
member of Visa International bearing Visa brand mark which can be used at a merchant
location to purchase goods and services through POS (Point of Sales) terminals and/ or ATM
terminals bearing Visa logo to withdraw cash. The MNBBL Visa debit card allows the
cardholder to withdraw cash, inquire account balance and to pay for purchases through POS
transactions.
g. Remittance
A remittance is money that is sent from one party to another. Broadly speaking, any
payment of an invoice or a bill can be called a remittance. However, the term is most often
used nowadays to describe a sum of money sent by someone working abroad to their family
back home. Muktinath Bikas Bank offers number of remittance products to cater the
customer need for transferring their money in and out of the country through:
● Muktinath remit
● Western Union
● Himal remit
● IME Pay
● City Express
● To explore the views of the customers and employees about their experience in the
bank.
practical manner.
Methodology
Methodology is the description of the procedure followed while collecting the
necessary data and information needed for research work and report preparation. Various data
were collected by observation, making inquiries with concerned staff members, quantitative
data was collected from the past records.
“Research includes any gathering of data, information and facts for the
advancement of knowledge.” (Martyn 2008),
Primary Sources
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Primary sources refer to the raw data that have neither been processed nor
manipulated. It is information collected first hand from historical documents, experiments,
surveys and interviews which are as follows:
The secondary sources of data include the data that have been prepared by others, for
their use which are not original. Secondary sources are those sources that have been already
collected and readily available from other sources, which are as follows:
Annual report
Booklets
Selection of the Organization
Duration
The duration of prolonged internship was 12 weeks, started from July 5, 2022 A.D to
the date November 8, 2022 A.D. All the factors such as discipline, attendance, regularity,
interest towards the work, sincerity, behaviour and the efforts that I made to understand the
banking functions were closely monitored.
Observation
Functions of Customer Service Department (CSD)
For many banks, customers are valuable assets. This department is the sensitive part
of a bank as it interacts directly with customers. People come for various inquires about
banks, its new services. Here following activities are performed:
a. Customer Dealing
Dealing with customer is the most important aspect of the CSD. The internee should
be polite to the customers and should try to solve the enquiries and doubts of the customers.
b. Balance Inquiring
The information regarding the balance is only provided to the account holder but if
the account holder is unable to come then he/ she can send his/ her representative with a
written application with the signature of the account holder and if the signature matches then
the information related to balance is provided. The MNBBL uses PUMORI software by
which the customers having accounts in other branch can also check their balance from any
branches.
c. Account Opening
There are various kinds of account opening facilities given by bank like saving a/c,
current a/c and fixed accounts etc.
Here, we help the customer by explaining about the types of services they need like
various types of services they need like various types of account opening facility, advantage
behind particulars account, fill up their forms who are unable to do so. Some of them are
mentioned below:
● Current Account
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Muktinath Bank’s current account saves the hassle of carrying around cash every month.
The account is non-interest bearing and it comes with a cheque book where customer just
need to write a cheque whenever and wherever it’s convenient.
A current account can be opened with a minimum amount of Rs.5000. The following are
the requirements to open a current account:
● Saving Account
Any balance below minimum amount will be liable to incidental charges as fixed by the
bank from time to time. Recent interest rate of MNBBL in normal saving account is 7%,
Sarvokrista Bachat Khata is 9% and so on.
d. Account Closing
Sometime customers’ close their accounts due to various reasons through they were
encouraged not to close. CSD would close their account on behalf of their request.
ii. After filling the form, the staff of CSD verifies the account number, name, signature,
address and stamp of the firm, minute, letter (in case of current account)
iii. If all information in the form matches the account information then in order to close
the account, the account should be kept in rate/ limit maintenance.
iv. All unused cheques, ATM card should be returned to the bank
v. After receiving the cheques and ATM card, account is closed by giving the debit
voucher including the minimum balance, interest amount and tax amount with signs
and stamps of the bank for the further process in cash counter.
An internee was allowed to check the balance asked by customer under the
supervisor’s authority. An internee also learned to scan the forms before keeping the records
of new account holder or filing them along with some other important documents. Similarly,
photocopy was to be done frequently in the department, to provide ease to the customer.
Internee also learned how to contact with the customers through telephone.
The account will be blocked automatically if the account holder does not do any
transaction in the longer than 6 months. In order to activate the account, the account holder
should fill up dormant form which requires their names, account number, signature, address,
contact number, and stamp (in case of current account). After the form is filled, the account is
activated again. The account holder must deposit or withdraw certain amount on that same
day from their account to activate it.
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a. Some of the customer disagreed to concept the charges for account closing and make
argument on this matter for long time. So, it becomes difficult to convince them about
bank’s charges.
b. In spite of the instructions and required documents are clearly provided and explained
in the account opening form, the customers occasionally ask those for time to time
and reasons for extra documents that are already stated at back side of the form. So, it
is tough to give them each and every guideline and filling different types of form as
well.
c. The accountholder’s relation ask for the chequebook without bringing the letter of
authority and citizenship with accountholder’s valid signature and account number.
d. When the customers lost their chequebook and request for new one, in this case it is
difficult to find out all the used and unused cheques, valid signature and account
number from their records on the computer carefully.
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CHAPTER TWO
To know the customer satisfaction level I had conducted a survey on the customers of
MNBBL. The employees and employers of MNBBL were also asked about their motivation
factors and contribution level. I asked them few questions and on the basis of their answers I
made these statistical data. Different groups had different opinions. Different thoughts about
MNBBL's customer service operation. During the survey customers also expressed the
problems faced by them in the bank. I have done this survey on 10-15 customers, 3
employers and 5 employees. I have followed Likert Scale method for my survey.
Customers:
Nowadays people have more than one account in different banks. That is why they have
got a chance to compare different banks operation and service quality with others. When I did
the survey, I got to know the satisfaction level of customers. I have found that most of the
customers dissatisfied with the services provided by the bank.
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B. Precise Banking
with precise banking of bank. We can say that customers find MNBBL efficient when it
comes to precise banking.
Employee:
A. Reward Scheme
From this analysis it is clear that employees were happy with the reward scheme in
MNBBL and they really appreciate the bank for recognizing them as devoted workers.
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Employees were trained time and again according to the need of developing their skill
set and abilities. This training helps to build up their confidence and boost up their
performance level. It can be said that the employees are happy from the training provided and
find them really effective.
Employer:
A. Performance of Employees
We can say that the employers are satisfied with the level of determination and guidelines
being properly followed by the employees of the bank.
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Bank has to face certain as well as uncertain challenges and difficulties which widely
depend on how the circumstances are handled and managed. So, it is the responsibility of the
employers to face the challenges and solve them. Few questions were asked on how
responsible they feel when it comes to face contingencies. The above figure describes most of
them take the responsibilities on maintaining a stable and good balance to satisfy customers
while few stays neutral. One of the employers said, "We give our best to maintain a smooth
operation and to meet the need of the customer.”
From the remarks of employers, I can say that they are not irresponsible and can give
their best to overcome problems.
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Communication Theory
This theory is applicable in MNBBL. I had observed that communication skills makes
people understand how to approach, talk, and respond to different people of different
backgrounds at the work place. I even found that being able to apply communication theories
to real life scenarios made me a better communicator.
In MNBBL the manager encourage, informal relations along with formal relations.
Managers communication effectively without any feeling of ego and superiority complex and
also ensure the participation of staffs in decision making, when employees are involved in
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decision making they get chance to share their idea and they get chance share their graveness.
This environment create motivation to employee. This will increase productivity and job
satisfaction.
I was placed in CSD where I got opportunity to get engaged with customers. The
activities of the CSD were very closely observed. CSD includes responding to customer’s
queries thoroughly, opening and closing of accounts, issuing cheque books, distribution of
ATM cards and many more.
In the context of MNBBL, it has got many old customers where most of them find
difficulties in banking procedures such as being unable to fill up the account opening form or
unable to fill up deposit voucher etc. For this, CSD has to play crucial role as a mediator of
customers and bank itself.
Since CSD directly interacts with customer, employees’ positive attitude and attention
towards customer is must.
Learnt about various qualities such as sincerity, punctuality and confidentiality and
working under pressure.
Account favourable to the customers were suggested through counselling.
Learnt to deal with customers and observed their behaviour.
Learnt how to cooperate in a team and get the work done efficiently.
Technical skills like operating the bank’s software, ATM machine, photocopy
machine, scanner etc.
I believe I have achieved my internship objectives as targeted and planned. I was able
to the corporate work culture environment through managerial perspective, to cooperate and
comprehend the true concept of working with people in a team.
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SWOT Analysis
SWOT analysis of the bank is to evaluate the Strength Weakness Opportunities and
Threats involved in its business operation and identifying the internal and external factors
that are favourable and unfavourable to achieve bank’s objectives. Further major weakness of
the bank where bank has to work on for the improvement to increase the operational
efficiency and hence increase profitability has also been analysed.
Strength
When I asked about the strength of organization to manager, he said “we are able to
diversify products and services to our member as well as we have strong relationship with
the existing clients and also one of the good reputation company” Similarly, chairman of
MNBBL said “It is established with having well qualified and professional management
team and include large number of depositor.”
I agree with above statement said by the manager. I also have experienced this strength.
But these are not only the strength. Besides, I also found that all the employees are well
manner and hardworking. Everyone was helpful and supportive. It provides high interest rate
on saving accounts.
Weakness
The manager shared about weakness of MNBBL. He said, “Sometime we can see the
problems in software system, we have the limited number employees as well as limited
financial capacity and old technology system are used.”
I have experienced these weakness but further more according to my analysis I found that
it uses old software like PUMORI. It has limited number of staffs.
Opportunities
When I asked manager the question that I have prepared on opportunity, he replied
me that “It can take advantage of its good reputation and further expand its customer base
as well as it can come up with new innovative products and services.”
Threats
When I asked about threats to the manager, he said “Due to outbreak of threatening
diseases we are not having much new customers as past, increase number of competition,
new products and services from another finance and political problems”.
According to my observations these are not only the threats to MNBBL, further there are
many threats that I observed are most of the people take the loans for their own needs but
most people do not use to pay the loan amount on time. Even though some people do not pay
neither interest nor principal of loan. This reflects the huge amount of loss on the company.
They lack the international account opening systems.
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CHAPTER THREE
Conclusions
Internship has been incorporated as integral part of BBA program, which provides
student as opportunity to familiarize with organizational culture and develop managerial
skills exposing oneself to the real life functions of the business organization. The internship
period is an exciting phases of a student’s life. It is not just a requirement to pass exams and
get a degree, but it is a period where one builds professional contacts, learning the art of
listening and observing. After preparing this report, it has been concluded that the internship
program conducted as the partial fulfilment of requirement for BBA programs has been
worthwhile in achieving its objectives of providing the practical application of the theoretical
knowledge.
During the internship period it was got to apply our theoretical knowledge into the
real practical environment. This internship started from customer service department of
MNBBL with different activities. Such as it was learnt about tackle with customer, fill up the
firm, open account in PUMORI software, cheque disbursement, ATM registration and
distribution etc.
The most important lesson learnt during the internship period was the working procedure
of the bank. The 12 weeks training period has been proved very valuable and helpful in
learning interpersonal skills, analytical skills and technical skills.
29
Learned about the importance of time, personality and dedication towards work.
Learned about the procedure of cash deposit and withdraw.
To be socialized with the professionals.
Better communication skill has been developed after interaction with various
officials of the bank as well as with the members.
Learned to deal with different people at different point of time.
Developed the intrapersonal, managerial and entrepreneurial skills that are crucial
in every professionals and employees career development.
Learned about the procedure in account opening and closing of the individual or
the corporate.
Learned about the procedure of balance enquiries and account statement.
Learned to be calm under the adverse conditions and tactfully handle the
complexities and handle the grievances.
Got familiar with organizational culture, ethics that helped to build up confidence
beside this I also learn.
General Comments and Recommendations
Since the establishment of Muktinath Bikas Bank Limited, it has aimed to become the
leading bank of Nepal by that provides outstanding services to its customers. Furthermore, as
the bank is growing, new and more energetic employees are entering which is sure to
invigorate the performance of the bank.
Lastly, to become the leading bank of Nepal, Muktinath Bikas Bank Limited has to
benchmark its services to its major competitors in the industry or the market leader in the
industry and provide a continuous mean of improvement in its existing products and services,
while introducing new ones to the industry. Some recommendations are as follows:
● More number of computers is required in the CSD to overcome the rush inside the
department.
regulations.
● Bank should also increase the number of ATM booths within and outside the valley.
● During the rush hour bank seems much crowded so management should make a
● Special customer information desk should be highly recommended because all the
customers are not educated and seems confused about where the services will be
delivered.
31
REFERENCES
BAFIA, (2063). Banks and financial institution Act. Nepal Rastra Bank.
JOURNAL
Day 1
My first day at MNBBL was not certain at all. I got a call from the bank at 10:30 am
and I was asked to visit the Branch manager for my second interview. I went on rush and
reached there at 11:00 am. I waited for my turn and CSD Mam allowed me to enter the
branch manager’s cabin. We had interaction about banking rules and regulations. He told me
about my duties and responsibilities. Around 11:30 am I was placed in a cabin near Customer
Service Department where she told me about products and services and its interest rates. She
also helped me how to deals with customers and how to speaks in telephone. By the time it
was 3:00 pm I little bite learned how to deal with customer. At 04:30 pm Branch manager
told me to sign on my attendance as a completion of day one. By the time I finished all the
procedures and came out it was 05:00 pm.
Day 2
Second day in the organization, I reached sharply at 10:00 am. That day I was so
excitement and nervous thinking how they would treat me. I greeted all the staff of the
organization. They were very happy for me to contribute as much as I wanted to, and were
open to any suggestions and ideas that made me comfortable. CSD Ms. Shubechha Thapa
Magar taught me about the activities I had to do and instructed me how to interact with
customers and communicate with customers on the day. I learned about the filling the form of
account opening and the necessary documents for opening. I also learn about account opening
and closing in PUMORI. At 5 pm I exit from the organization.
Day 30
As always I do my work. Many customer know about me and give their feedback
about my work. Today ma’am teach me to filling the documents of the customers according
to the client code. Ma’am teach me how to print statement, cheques and remittance. At same
day ma’am also teach me to scan signature of the customer. I also learn about the Fixed
Deposit. How pension renew in the system.
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Day 45
Last Day
On the last day of my intern I was felling happy and sad to, because it was my last day
in the bank. Every staffs of the bank was very much helpful and become familiar with the
working culture and environment of the bank. I reached the bank at 10:00 am. Right after
reaching there I went to attend myself at the attendance register. By the time I came down
there was already few customers on line for their cheque books, balance enquiry etc. I turned
on my computer and started printing balance statements and issuing cheque books. During
the work one of the customers requested me to print his balance statement and I asked his
account number but he told me that he doesn’t remember and requested me to search by his
name. There were a lot of customers behind him and they started getting angry as his account
wasn’t available. I requested him kindly to bring his cheque book along or else it could take
a lot of time but he didn’t care and shouted at me to get his work done quickly. I became
quiet and patient and started to search by his name. Then after few minutes his account was
finally available and I printed his balance statement. It was a new experience for me as
someone yelled at me for his own fault but I was happy that I deal it with patience and
calmness. By the time of 3:45 pm we stated to print cheque books and record the opened that
day. All staff of MNBBL were not feel so good because they were satisfied to my work. At
the time of 4:45 they celebrate my farewell and cut the cake and enjoy and Branch Manager
Mr. Sampurna Maharjan gave me internship completion letter. I quite serious after that.
Reflecting back to my working days, it was awesome and most memorable days in my life.
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APPENDIX 1
APPENDIX 2
Very happy
Happy
Neutral
Disappointing
Very disappointing
Strongly Agree
Agree
Neutral
Disagree
Strongly Disagree
Satisfied
Neutral
Dissatisfied
Satisfied
Neutral
Dissatisfied
Strongly Agree
Agree
Neutral
Disagree
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Strongly Disagree
6) How much effective do you find Capacity Building Training provided by the bank?
Very Effective
Effective
Neutral
Not Effective
Satisfied
Neutral
Dissatisfied