AN

INTERNSHIP REPORT ON CUSTOMER

SERVICES & REMITTANCE DEPARTMENT
OF PRABHU BANK
BRANCH JALESHWAR

BY:
Name: SIDDHANT KUMAR CHAUDHARY
PU Registration No: 112-2-2-00359-2014
Symbol No: -270681
Model Purbanchal College Janakpurdham Nepal

An Internship report submitted to the

Purbanchal University, faculty of management
In partial fulfillment for the degree of
Bachelor of Business Administration (BBA)

June, 2018
JanakpurDham
 AN
INTERNSHIP REPORT ON CUSTOMER
SERVICES & REMITTANCE DEPARTMENT
OF PRABHU BANK
BRANCH JALESHWAR

BY:
Name: SIDDHANT KUMAR CHAUDHARY
PU Registration No: 112-2-2-00359-2014
Symbol No: -270681
Model Purbanchal College Janakpurdham Nepal

An Internship report submitted to the

Purbanchal University, faculty of management
In partial fulfillment for the degree of
Bachelor of Business Administration (BBA)

June, 2018
JanakpurDham
 Model Purbanchal College
JANAKPUR-4

TEL:- 014-523666, 520662, FAX:-041-525408

(Affiliated to P.U.)
Your Ref. …………. Date……..............

our Ref. .………….

RECOMMENDATION

This is to certify that the internship Report:

Submitted by:

SIDDHANT KUMAR CHAUDHARY

Exam Symbol No:-270681

P. U. Registration No: 112-2-2-00359-2014

Entitled

“Costomer Service and Remittance Department of Prabhu Bank of Jaleshwar –

Branch”has been prepared as approved by this department in the prescribed format of
Faculty of Management. This internship report is forwarded for examination of VII Sem.
BBA Program.

Signature:……………………

Name of the Supervisor: Ram Kishor Sah …………………….

Date:………………………… For Campus Chief

 ACKNOWLEDGEMENT

This report of this magnitude requires great effort as well as inspiring and motivational words
and sentences and advices from my supervisor. I'll try to acknowledge to those people who
took an active participation while preparing this report, first of all I gratitude to Purbanchal
university, faculty of management for including me in an internship programme of BBA
courses and giving us an opportunity to work in real business environment. I would also like
to thanks our supervisor teacher Dr. Ram Kishor Sah, supervisor and our academic
coordinator teacher Mr. Pradeep Prasad Sah of model Purbanchal College who sincerely
helped me throughout my internship and report preparation period with valuable suggestion
and constructive guidelines

I would also like to express my gratitude to Mr. Raj Kumar Yadav (remittance department),
and Mr. Ram Padarath Das (customer service department), all other staff of BOK and all my
friends for supporting and granting me an opportunity to learn about the financial institution.
I would like to thank to all the staff of Bank Of Kathmandu Ltd, Jaleshwar Branch, for
helping and providing me necessary guidelines and information to accomplish my report.

Sincerely

Siddhant Kumar Chaudhary

Exam Symbol No:-270681

P. U. Registration No: 112-2-2-00359-2014

Model Purbanchal College, Janakpurdham

V
 TABLE OF CONTENTS

Title page Page No.

Title Page
Recommendation letter
Internship completion letter IV
Acknowledgement V
Table of contents VI
List of tables VIII
List of figure VIII
Executive Summary IX
List of Acronyms X

CHAPTER-1: INTRODUCTION
1.1 Overview of the organization 1
1.2 Brief history 2
1.3 Nature of the organization 3
1.4 Business volume 3
1.5 Nature and number of employees 3
1.6 Major services and products 4
1.7 Organizational Structure 7
CHAPTER -2: OBJECTIVES
2.1 Studying the chosen organization 10
2.2 Objectives of the study 11
CHAPTER -3: METHODOLOGY
3.1 Organizational selection 12
3.2 Placement 12

VI
3.3 Data and information collection 12
CHAPTER- 4: OBSERVATION
4.1 Functions of CSD and Remittance Department 14
4.2 Detail of assigned work responsibility 14
4.3 Problem faced during internship 16
4.4 Problem solved during internship 16
CHAPTER- 5: ANALYSIS AND REVIEW
5.1 Analysis of data collection on specific objectives 18
5.2 Review of the analyzed data 19
5.3 Critical analysis of the theoretical concepts relating to practical experiences in the
department 20
5.4 Knowledge gain from the work assigned 21

CHAPTER- 6: CONCLUSION AND RECOMMENDATION

6.1 Contribution of internship in knowledge gain 23
6.2 Recommendations 23
Reference 25
Appendix 26

VII
 LIST OF TABLES
Table no. Table Name Page No.
Table no. 1.5 Employees name and their posts 4
Table no. 3.2 Placement 12
Table no. 4.2.1 Duration of internship 15

LIST OF FIGURES
Figure no. Figure Name
Figure no.1.6 Organizational structure of prabhu Bank 8
Graph no 5.1.1 Employee behavior with customer 18
Graph no 5.1.2 Provide Quality network for ATM services 19

VIII
 EXECUTIVE SUMMARY

Internship at Prabhu Bank of Jaleshwar branch proved to verify fruitful experience through
this BBA. Intern was able to work and the real practical knowledge at corporate work
environment and its real issues along with it the processes, policies and procedures at the
bank are also discussed in details. This report has been divided into six chapters.

Chapter one includes the introduction, which defines about the overview, history of the bank,
, nature of the organization ,business volume , nature and number of employees ,product and
services offered and organization structure .

Chapter two includes the objectives of the organization and objectives of the study.

Chapter three includes how I selected the organization, placement and data collection
procedures.

Chapter four includes the functions of CSD and Remittance Department, detail of assigned
work responsibility, duration, problem faced and solved during internship .

Chapter five includes the analysis and review of the bank, which contains about the analysis
of data collection on specific objectives , review of the analyzed data, critical analysis of the
theoretical concepts relating to practical experiences in the department and knowledge gain
from the work assigned.

Chapter six includes the conclusion and recommendation. In conclusion there is detail
explanation about the contribution of internship in knowledge gain. In Recommendation there
are general comments and suggestion to the company.

Finally, there has been attached bibliography and appendix which has been used to prepared
for this report.

Thank You

Siddhant Kumar Chaudhary

IX
 LIST OF ACRONYMS

ATM: Auto Teller Machine

NRB: Nepal Rastra Bank

NEPSE: Nepal Stock Exchange

CSD: Customers Service Department

SWIFT: Society for Worldwide Interbank Financial Transaction

POS: Point of Scale

SWOT: Strengths Weaknesses Opportunities Threats

PIN: Personal Identification Number

RRB: Rastriya Banijya Bank

ABBS: Any Branch Banking Service

BM: Branch Manager

O.I: Operation Incharge

R.O: Relationship Officer

J.A: Junior Assistant

J.A.T: Junior Assistant Training

F.Y: Fiscal Year

X
 1. INTRODUCTION

1. 1. Overview of the organization

The Bank has gone through the various phases of its growth trajectory over a short period of
its existence Growth of Prabhu Bank was phenomenal, especially after merger of Grand Bank
Nepal Limited, Kist Bank Ltd. Prabhu Bikash Bank Ltd, Gaurishankar Development Bank
Ltd and Zenith Finance Ltd in. 2016, attaining the status of "A" class financial institution
licensed and regulated by the central bank of Nepal, Nepal Rastra Bank. The bank has a
network of 136 branches and 122 ATMs across the country, making it premier private bank
in terms of geographical reach and clientele segments with customer base of 750000 among
the private sector commercial banks in Nepal.

One of the bank's primary objectives is to reach out to the common people with a host of
helpful products and services that will assure their future prosperity. Over a very short period
of time, the bank has achieved a significant degree of success in executing this objective
thereby creating a substantial base of loyal customers.

Personalized service, prompt transactions, wide networks, mobile Banking and real-time
account credit are few of the core strength of the bank it has been undertaking activities such
as variety of deposit schemes, loans and advances, Foreign exchange facilities. Trade
financing, Inward/outward remittances, market maker for government securities, Non-Fund
based service like issuing guarantees, letter of credits etc.

MISSION

To become the leading commercial bank in Nepal by providing the finest quality financial
products and services to our customer. Enhance our shareholders' value, contribute to the
economic prosperity of the country and to create continuous learning and growth
opportunities for our People.

1
VISION

‘’To support individuals, families and businesses to attain financial independence and
improve their financial wellbeing’’

1. 2. Brief History

Prabhu Bank is named after successful merger of four banks and financial institutions, Kist
Bank Limited, Prabhu Bikas Bank Limited, Gaurishankar Development Bank Limited and
Zenith Finance Company Limited on 15th September 2014. The convergence of corporate
culture between these four institutions resulted in a successful merger and now has become a
key player in the market having 112 footprints throughout the nation .The Bank is one of the
largest private sector banks in the country in terms of footprints,

ATM network, customer base and number of staffs. The existing branch network covers
almost all parts of the country i.e. Major financial centers, Terai, Mountain and remote areas
of the country, in that place where no any banking institution has reached before.

Meaning of Bank

According to Kindly, “Bank is an establishment as may be s requires and safety met and to
which individual’s interest money which is not required by them.”

History of Banking

The concept of banking is not a modern concept. This concept had started to evolve in the
brilliant human mind immediately after the humans were able to realize and develop money.
Though money had made the human life much easier than before but ancient humans started
to realize the complexities that evolution of money had created in their life. So, in order to
overcome these complexities and the difficulties that were attached with the benefit of money
the concept of banking emerged in the human mind. Earlier the moneylenders and the
landlords perform the banking activities as the informal banks but later the activities of these
people are formalized and the concept of the bank as an institution had emerged.

2
 1.3. Nature of the organization

Prabhu Bank Limited operated with a goal of becoming the best operational excellence and
superior financial performance. According to its goal it has its nature. The branch manager is
morally disciplined and cooperative. Only complex problems are solved by the manager. The
cleaning staff manages the bank by cleaning its surrounding neatly and freshly. As a whole
the organization behaves in a cooperative, friendly and secured way so that it can achieve its
goal.

1.4. Business Volume

The business volume is shown in the table below: Rs in ‘000’

Items 2072/73(2015/16) 2073/74(2016/17)

Total assets 72,680,028 82,393,853
Total libilities 48,212,758 77,180,862
Net profit 1,147,840 1,112,328
No. of branches 136 145
No. of customers 7,500,000 9,100,000
Total loan 48,212,758 56,529,040

1. 5. Nature and number of employees

Prabhu Bank Limited operated with a goal of becoming the best operational excellence and
superior financial performance. According to its goal it has its nature, all the members of
Prabhu Bank work in a problem solving way. They are very much honest to their. If any
problems arise then employees solve them themselves. Only critical problems are solved by
the branch manager. This means that the critical problems which are not solved by the staff
members are solved by the branch manager only. One of the staff (Dinesh) manages all types
of form in the proper manner. As works are distributed according to their level so they do not
interference one another work. All the members perform their work fruitfully, cooperatively
and in friendly manner. This kind of behavior makes the clients feel full satisfied.

There are 11 employees (8 staffs and 3 guards) in this organization. Their posts are given
below:

3
Table NO. 1.5 Employees name and their post

NAME POST

1.Manoj Kumar Sah (BM) Officer

2.Bishal Kumar Gupta (O.I) Assistant

3.Rakesh Datta (R.O) Supervisor

4.Raj Kumar Yadav (Teller) Assistant

5.Ram Talebar Sah (Head Teller) J.A.

6.Ram Padarath Das (CSD) J.A.T.

7.Dinesh pd. Sah Kitchen staff

8.Krishna Bahadur Bhujel Driver

9.Phikindar Raut Guard

10.Pappu Jha Guard

11.Rabindar Thakur Guard

1.6 Major services and products provided by Prabhu Bank

They are as follows:

1.6.1 Deposits Products

Prabhu offers an array of deposit products which provides interest rates quite competitive
among the finance company of its class. Equipped with several distribution channels like
cards, largest Network of branches and ATMs and Extended banking hours, Prabhu offers its

depositors the freedom of 24hours a day, 365 days a year access to their deposit account.
Besides, the regular deposits accounts like current, savings and fixed term deposits, Prabhu
also offers many other special deposit schemes. Prabhu Khutruke Savings Scheme is

4
introduced mainly for small children and housewives. This saving scheme is intended to
make the young children be aware of saving from their early years. This saving scheme
facilitates not only the children but also housewives and low income earning group since this
account can be operated with minimal balance and regular small deposits.

1.6.2 ATM Card

Prabhu is providing self service banking to its esteem customers through VISA Debit Card
with collaboration with Smart Choice of Technologies. Customers can transact from the
terminal on free of cost. VISA Debit Card can also be used for shopping and countries like
India and Bhutan.

1.6.3 Mobile Wallet Service

Prabhu Mobile Wallet service is an easy and handy method of doing banking transaction
from mobile phones without having to visit bank. Prabhu Bank customer needs to have
Prabhu Mobile Wallet application software installed in their mobile phones.

Using such application of their mobile phone, one can do various banking activities such as
transaction, enquiry and request.

1.6.4 E-Banking Service

Prabhu embanking Services is an internet based Service offered by the Bank to its valued
customers. Prabhu eBanking, being an internet based service, is available anytime at
customer’s fingertip with the flexibility to take care of many financial transactions as well as
viewing account statements, requesting cheque books and many more.
1.6.5 Locker Facility
Prabhu also provides locker facility to its valued customers from its own Head office
premises situated in Anamnagar. Prabhu bank has arranged an advance security system for
the security of its customer’s valuables put on locker. Prabhu bank has also insured every
locker.

1.6.6 Additional Services

For the Bank’s deposit relationships, there are other hosts of services available at Prabhu
bank, like implementing Standing instructions on accounts, issuing Balance Certificates,
5
certifying ‘Good for Payment’ on cheques. The online connectivity of all our outlets makes it
possible to remit funds domestically to and from any of the branches located throughout the
kingdom.

1.6.7 Lending

Prabhu, through its wide range of flexible products like Demand Loan, Time Loan and Short
Term Loan etc can accommodate all specific needs for the customers. Besides the regular
lending scheme Prabhu Bank also offers many other special deposit schemes.

1.6.8 Housing Loan

This loan makes the dream of owning a home a reality with attractive features available
beyond market offerings at competitive interest rates and extended loan tenure, with flexible
repayment and partial payment features.

1.6.9 Hire Purchase Loan

Prabhu Bank Hire Purchase loan makes commuting easier and owning a two or four wheeler
in reality at attractive interest rates, loan tenures and flexible repayment options with

financing available for large variety of vehicles, with special facilities to draw cash by
pledging a vehicle in the Bank’s name. Prabhu bank has designed a hire purchase loan

scheme to finance the private car or motorcycle to the professionals, self employed, business
executives, and business houses and the transport like trucks, buses, minibuses, pickup
vehicles, microbuses, etc. to the operators, businessman, business houses, etc.

1.6.10 Education Loan

Prabhu’s education loan scheme provides loan for those students who demonstrate ability,
drive and ambition but do not have financial resources to achieve their goals.

1.6.11 Term Loan for Project Financing

Based on the viability of the project, Prabhu Bank provides term loan for project financing.
Before applying for loan the intended party must submit a proposal along with the feasibility
study report of the project. Financing will be made available.

6
1.6.12 Working Capital Loan

Based on the viability of the project and actual need of fund, Prabhu Bank provides working
capital loan in the form of overdraft. The intended business house should submit the proposal
for working capital loan. This loan will be granted based on the proposal and will take a form
of overdraft.

1.6.13 Consortium Loan

Due to the changing political situation and the expected peace in the country, we expect more
economic activities in the country. This will attract the large investment opportunities in the

different project. NRB has prescribed the maximum amount of funding to a single borrower
to minimize the concentration of funding. Therefore, single financial institution is not able to
finance the mega project alone. With our expertise, we are capable of arranging consortium
finance for such large projects.

1.6.14 Agriculture Loan

Based on the viability of the agriculture project/ proposal, Prabhu Bank provides Agriculture
Loan to finance the short/ long term financing need of client. This loan is also provided to
purchase tractor, seeds, fertilizers, insecticides, etc.

1.6.15 Loan against Shares and Securities

The recent political development in the country has revived the hope for the economic
development and prosperity of the country. The NEPSE positively responded the recent
development and more activities and an upward trend is seen in the stock market. Those
investors not having fund in hand but wants to invest in stock market can apply for the loan
against shares and securities.

1.7 Organizational Structure

An organization structure defines how activities such as task allocation, coordination and
supervision are directed towards the achievement of an organizational aims. Organizational
structure allows the expressed allocation of responsibilities to different entities such as
branch, department, workgroup and individual. The head office of a bank is located at

7
Babarmahal, Kathmandu, Nepal. Board of Directors is the apex body of the bank which form

ulates policies as well as strategies and providesguidance to the management. The executive
power is vested in the Chief Executive Officer (CEO). The Bank has departments in its head
office and five Regional Training Centre with residential facilities in five development
regions.

Figure No. 1.7

Board of Directors

The Board of Directors is the apex body of the bank. It formulates policies as well as
strategies and provides guidance to the management. The Board comprises a total of nine
members; four members representing Government of Nepal and four members representing
individual shareholders. Besides, one member is nominated by the Board as per the BAFIA.
The Board is supported by Audit Committee and Governance Sub-Committee in the area of
internal control and good governance respectively .The day by day operation of the bank is
executed by the Chief Executive Officer. The Chief Executive Officer is closely assisted by
four Deputy General Managers and 18 Division Chiefs. Moreover, Chief Executive Officer is

8
supported by Assets and Liabilities Management Sub- Committee for various activities
related to risk management .The Bank has three-tier organization structure consisting of Head
office, Regional offices (ROs) and field office

9
 2. OBJECTIVES

2.1 Studying the chosen organization

Model Purbanchal college affiliated to Purbanchal University have set up Internship Program
under which the students are required to involve in one of the business or any other
organization as interns and prepare internship report through the experience and research
working there. This report is a part of the undergraduate program under Purbanchal
University School of Business which offers management internship to the students pursuing
BBA in the seventh semester. The internship is an eight week program designed to provide
students an opportunity for a meaningful career-related experience in a real organizational
setting before they graduate. It gives the students an opportunity to practice and expand their
skills and knowledge learned in the classroom in substantive work situation and face
organization problems. In addition, it will help the students earn credit and increased
marketability for the permanent job search while learning more about a specific field and
applying classroom knowledge in a corporate environment. This internship program provides
an opportunity to learn in the real work situation and an experience which can help the
students to achieve their goals.

I have chosen Prabhu Bank Limited for my internship as being a management student,
extensive knowledge of a financial intermediary is a must as it is the major mediator in the
financial market who works to provide financial services and ensure global outreach. An
internship consists of an exchange of services for experience between the student and an
organization. Students can also use an internship to determine if they have an interest in a
particular career, create a network of contacts, or gain school credit. Some interns find
permanent, paid employment with the organizations with which they interned. This can be a
significant benefit to the employer as experienced interns often need little or no training when
they begin regular employment. Unlike a trainee program, however, employment at
thecompletion of an internship is not guaranteed.This report is basically a Research internship
(graduation) or dissertation internship, my purpose being the fulfillment of university
participation criteria as well as the need of organizational exposure and acceptance. There is
wider diversification in a commercial bank being a player of financial market and an intern
will not remain confined to a particular subject. Therefore choosing a bank can be perceived

10
financial intermediary who is primarily responsible for the transfer of monetary resources
from the net savers to the net users. It has head office at Anamnagar, Kathmandu and
corporate office at Kalimati, Kathmandu. This bank was chosen for the internship purpose
because it was founded by the key economic players of Nepal and also it is one of the first
class “A” commercial bank to have a successful merger with another class “A” commercial
bank. I had a keen interest on knowing how it worked from the very beginning of its
establishment. I wanted to learn how the different department worked and how the employees
communicated with the customers.

2.2 Objectives of the study

The major objective of internship program is to acquire learning as well as working
experience and gain practical exposure in the real-life working situation. The objective of the
study is to gather practical knowledge regarding banking system and its operations.
Orientation gives us the chance to view those systems and their operations. More precisely
we can identify the objectives of this report as follows:

General objectives

 In partial fulfillment of university participation criteria in internship program.

Specific Objectives

 To be adapted to the real life working environment.

 Develop interpersonal and communicative skills.

 Develop appropriate skills and attitude.

 To study, understand the functioning of the departments.

 To get practical exposure.

11
 3. METHODOLOGY
3.1 Organization selection
Before selecting the organization, Curriculum-Vitae (CV) was dropped at different banks.
Among different alternatives available by considering the suggestion by family and easily
accessible location, Prabhu Bank, was chosen to work as an intern. The recommendation
letter was also provided by the college which helped to get a chance to work as an internee in
one of the best banks in the country. Organizational
3.2 Placement
Intern was placed in the Jaleshwar Branch Office of Prabhu bank. I have completed my
whole intern by serving CSD and Remittance Department. Here is the placement under
different sub-department of CSD and Remittance Department
Table NO. 3.2:Placement
DEPARTMENTS SUPERVISORS

CSD AND REMITTANCE RAM PADARATH DAS

DEPARTMENT AND RAJ KUMAR YADAV

3.3 Data and Information Collection:

Data, information and other necessary materials that are used to make this report

Complete and meaning full are gathered from two sources; primary sources and

Secondary sources.

3.3.1 Primary Sources:

First time collected data. I accumulated the primary date from:

I. Observation IV. Direct involvement in the work

II. Interview V. Informal discussion

III. Questionnaire

3.3.2 Secondary Sources:

This is the source where the data and information are available at readymade format. I have
12
obtained the second hand data from the following source:

I. Company website V. Book

II. Journal VI. Google

III. Wikipedia VII. Bank annual report

IV. Article

After gathering the data from different sources I have been transformed into numerical form
and represented in the figure, table, graph and pie-chart and analyze

13
 4. OBSERVATION

4.1 Function of CSD and Remittance Department

The function of CSD and remittance department are as follows:

CSD

 proper counseling to the customer with politeness

 informing customers about different types of account and other queries they have
about the operation of the bank
 uploading test and photo and signature into the finacle system as well
 informing the customers if their cheques has been returned
 opening all types of accounts like a saving, fixed , current, etc
 timely issuance of cheque books to customers
 maintaining proper records of cheque register
 distribution of various forms such as of e-banking SMS banking pay bill etc.
Checking customer’s transaction and balance on request
 proper filing of account opening and closing form

Remittance Department

 To handle out flows and in flows of cash from domestic or international territories
 Avails customers the facility to instantly transfer money to their relatives/friends
online.

4.2 Detail of assigned work responsibilities

Various roles/ jobs were assigned to me during the internship program. I completed my
internship program at Prabhu Bank working in various departments. A brief description on
the jobs performed by me in all these departments is as follows:

14
 Table NO. 4.2.1: Duration of Internship

Working 1 2 3 4 5 6 7 8
Period

CSD AND
REMITTANCE
DEPARTMENT

4.2.2 Customer Service Department

In the customer service department, I was assigned with the following tasks:

 Statement handling and printing

 Account opening and closing
 Handling ATM cards
 Issuing of cheque book
 Handling e-banking facility

4.2.3 Remittance Department

Prabhu Bank Limited, operating under the guidelines set by The Government of Nepal and
Nepal Rastra Bank, offers one of the safest and the most secured means of money transfer to
Nepal. Remitters can send money to Prabhu bank from any part of the globe through our
correspondent banks, exchange houses and banks in the Middle East and using Himal Remit
and Western Union, our in-house remittance software.

4.2.4 SWIFT Transfer

Prabhu Bank offers fast and reliable money transfer services through SWIFT. Your bank
account with us can be credited with remittance from anywhere in the world. The remitter has
to mention the Prabhu bank’s SWIFT Address and the beneficiary details to transfer money
to Nepal through us. We cater the need of customers to remit fund from anywhere in the
world, denominated in major currencies, through SWIFT.

15
4.2.5 Demand Draft

We have draft drawing arrangement with our correspondent banks in different countries.
Prabhu honors bank drafts on/by various international banks denominated in currencies like
US Dollar, Euro, Great Britain Pound, Japanese Yen, etc.

4.3 Problem Faced during Internship

While carrying out the task assigned by the supervisor, the intern faced different types of
problems. They are as follows:

 Though the instruction and required documents are clearly explained in the account
opening form, even then customers ask those for time to time and reasons for extra
documents that are already stated in back side of the form. So, it is tough to give them
each guideline on filling different types of form as well.
 The accountholder’s asked for the balance and cheque book without bringing the letter of
authority and citizenship with accountholder’s valid signature and account number.
 Some the customer disagreed to accept the charges for account closing and make
argument on this matter for long time. So, it becomes difficult to convince them about the
bank’s charges.
 Customers argue for updating Know Your Customer (KYC) from especially to show
original citizenship.
 After merger customers argued about not giving the information of the merger to them
where the information was given to them about a month ago through notice, newspapers
and media.
 After merger it was also difficult to handle the customers and explain about the changes
in the account number, banks policy, etc.

4.4 Problem Solved during Internship

During the internship period intern faced problem because intern was new to the
organization. The following are the problem solved during the internship period:

 Whenever the customers come up with their problem in CSD, intern is unaware about
the right and accurate information on the subject matter. So intern has to consult with
16
 their senior staff to give the information to customers.

 Sometimes intern may give wrong information to the client due to lack of knowledge
of that department in the beginning. At that time, staff immediately correct our
mistake and give the right information.

17
 5 Analysis and Review

5.1 Analysis of data collected on the specific objectives

Questionnaire is made based on some variables that have directly or indirectly influence on
the customer satisfaction level. For example office outlook, employee behavior
with customer, quality of service, charge taken to provide services, modern and update
technology, error free records, and prompt problem solving skills of employees and average
time taken by the employee to give service to its customer. Analysis of survey data is given
bellow:

5.1.1 Employee behavior with the customer

Employee behavior with customers

20
18
Number of Customers

16
14
12
10
8
6
4
2
0
Poor Fair Good Very Goog Ecxellent

Customer's Answer

Chart 5.1.1: Employee behavior with the customer

Behavior of the employee working in the bank is one of the important factors for the
customer to be satisfied. In my survey there was a questionnaire about the behavior of
employee of the Prabhu bank limited with the customer when providing banking service.
From the survey, we can see that at most 15 customers which about 30% of the 50 customers

18
said “Good”.
It means that they are somewhat satisfied with the behavior of the employee of Prabhu Bank
Limited.

5.1.2 Provide quality network for ATM service:

Provide quality network for ATM services

70

60
Number of customers

50

40

30

20

10

0
Poor Fair Good Very Good Excellent
Customer's answer

Chart 5.1.2: Provide quality network for ATM service

Network provided for ATM service by the bank is an element to justify a bank’s quality
service. If the bank ensure quality network for ATM service then customer will be satisfied.
If there is good network then there will be no problem to withdraw and deposit money from
ATM machine. For Prabhu Bank limited, survey data shows no positive sign, 20 customers
which are said “Fair” which means that network is not that satisfactory. However 60
customers said it is excellent out of 100 customers.
5.2 Review of the analyzed data
Here I will divide the findings from analyzed data into two sections. These are-

i. Positive findings ii .Negative findings

By comparing these two sections I can decide the level of satisfaction of the customer in

19
Prabhu bank limited .

Positive findings

i.95% of the customers is satisfied and 5% are not that satisfied with the quality of the
network provided to ATM service.

ii. 90% of the customers are fully satisfied with the employee behavior

iii. 34% of the customers are satisfied and 30% are somewhat satisfied with the Prompt and
accurate service by Prabhu Bank.

iv. 46% of the customers are satisfied with the online banking service by Prabhu bank.

v. 46% of the customers are somewhat satisfied with office environment of the bank.

vi. 76% of the customers are satisfied about the keeping promise made by Prabhu bank.

vii. 74% of the customers are somewhat satisfied with the office space of this branch.
Negative findings
i. 5% of the customer is not satisfied with the quality of the network provided to
ATM service.

ii. 10% of the customers is not satisfied with the employee behavior.

iii. 20% of the customers are not that satisfied with waiting time to get service from the
Prabhu Bank.

5.3 Critical analysis of the theoretical concepts relating to practical

experiences in the department

The activities performed in the branch were all new for this intern. Having the enthusiasm to
learn about the activities performed in the bank and participate in the activities performed a
lot was learned and many experiences were gained. The performing of these banking
activities was never an easy task though the learning of the activities and the performance
was made easy due to the effective teaching and training by the supervisor.

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The analysis of the activities presented by this intern as given below is based on the
experience gained during the performance of the activities and the observations made during
the period of performance.

The analysis of the activities performed in the CSD is given as follows:

The task of dealing with the various natured people is indeed a very difficult task. There are
various types of customers to be dealt in. some customers are very well mannered and co-
operate with the persons in the CSD. They are easy to be dealt with. While some other are of
irritating nature and it seems that they are intentionally in mood to show such behavior. The
employees in the CSD need to be very patient in dealing with such variety of customers.
Same rule applied to the interns performing their job in the department. Regarding the
activities performed as an intern the tasks of CSD seemed to be repetitive in nature. Though
at the beginning these activities seemed interesting things start to become boring as time

passes by. Many small things are to be kept in mind along with the confidentiality of
information of the customers. So, at the beginning interns get confused easily and get track of
the activities as they perform their task for some period of time.

Regarding complaint of the Costumer it seems to say a think compulsorily. Some of the
Complaints made by customer due to the fault of the system. For example, the complaint
regarding the ATM machines result into the technical failure. Another example is the wrong
calculation of period of FD maturity for the interested to be provided to the customer. So in
conclusion it can be said that the activities in the CSD are simple yet challenging and
repetitive yet insensitive these activities deserve proper attention of the employees along with
the satisfaction of demanding nature of the customers.

5.4 Knowledge gain from the work assigned

Working as an intern in Prabhu Bank for two months, I was able to know the
workingprocedure of CSD and Remittance Department of Prabhu Bank. Furthermore, the
internship helped me to gain necessary skills to tackle problems. I not only get exposure to
the professional world but also have been successful to change attitude, and behavior in the
daily life spending. Learning the working culture, general organization environment,
workplace behavior, and other important aspects is the real prize awarded by the internship
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program to me. Being attached with the specific department of Prabhu Bank, I learned the
following points:
• Various rules of CSD and importance of having every possible document in the operation of
CSD and Remittance Department.
• The importance of being punctual, manage time and being patient.
• Along with customer satisfaction, employee satisfaction also plays a great role in the
success of the bank.
• The need of bringing out all potential to move forward as an effectively and efficient
employee.
• The tough competition of banks for the survival and the tough competition in the banks for
employees as well as getting a job.
• Build up self-confidence.

Many lesson along with these, small and big, were learnt which broadened the knowledge
and brought work maturity in the intern. So, these two months of the internship was the time
where I get the most exposure to what it is like to work in real life than what was learnt in the
classroom. The internship program gave me the experience, which will help to build a
platform and prepare for the future.

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 6. CONCLUSION AND RECOMMENDATION
6.1. Conclusion

6.1 Contribution of internship in knowledge gain

During the whole period of internship and the preparation of this report, Internee learns a lot
about the CSD and Remittance Department about Prabhu Bank in particular. The internship
has been fruitful in many ways to internee. This report, in particular, has made intern know
about the various kinds of CSD and Remittance Department function that Prabhu Bank has
beenoffering.

During the internship, internee has learnt a lot of other aspects other than the specific subject
such as to socialize with the people (including staffs), to deal with the senior staffs, and to
deal with the intern colleague so as to make the working environment cozier and friendlier.
This internship program also helps in learning the behavioral issues which are most important
within and outside the organization.
Lastly, Prabhu Bank is excellent in term of their services. It is one of the most promising
banks today and has an opportunity to increases their market share by improving their
customer satisfaction by overcoming their weakness and doing their best to retain quality
services.
6.2 RECOMMENDATIONS

4. 2 General Comments and suggestions to the company

Some recommendations are being put forward on the basis of conclusion through study:
1. Now that the economic condition of the country deteriorating, there is a damages in
slackening of the business and industrial activities. So, the bank should not be interested only
in collecting huge amount of deposit by increasing interest rate only.

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2. The banks mobilized capital should be made available for investment in productive
enterprise whether the business is of small, medium or large sized. Thus, no bank should
expand its credit to promote economic development more rapidly.
3. There is a service completion among joint venture bank, finance companies and
insurance companies may go to losses. So, the bank should give emphasis on modern
technologies, should be growth service oriented, train the staff, get up to date information
about other bank and high services should be put forward to customers.
4. Employees should be associated whenever possible in discussion with customer and
inspective and other business visit with the objective of developing communication and
familiarization between them and customers. All employees should be provided with
nameplates, which will give them identification and will help customer in knowing them by
name.
5. The bank should grab more opportunities as soon as possible by adopting efficient and
latest market strategies, traditional method should be left behind.
6. Government, NRB and commercial banks should take necessary steps to form and
regulate banking habit of Nepalese people especially people of rural areas.
7. Other than shareholders annual report, the bank should publish and distributed booklets
containing detail information about its activities and performances as well. This help to
maintain harmonious relationship between bank and customers.

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References

 Bhandari, D.R., January (2003), “Banking And Insurance,”

Aayaush publication
 Cooper, Donald R. and Schindler, P.S. (2003) “Business research Methods,”
(8th edition) New Delhi: Tata McGraw-Hill.
 Singh H.B, 2006, "Organizational Behavior And Human R Management" Asmita
Publication
 Thesis Writing (4th Edition) , Kathmandu ;Buddha Academic Publisher And
Distributor Pvt.Ltd
 Dahal .B. And Dangol J. (2009) "A Hand Book To Banking", Kathmandu, Asmita
Books And Stationary
 Website:

www.prabhubank.com

https://www.nrb.org.np

Branch Manager ( Manoj Kumar Sah) , Jaleshwar Branch

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 Appendix

 Survey Questions and Answers

1.Are you ( customers ) satisfied with the behavior of the employee? ( 50 customers
asked)
2. Are you ( customers ) satisfied with the ATM services ? (100 customers asked)
 Personal account opening application form
 Institutional account opening application form
 Visa debit card application form
 Account closing application form
 E-Banking application form
 SMS Banking and M Wallet form
 Cash deposit voucher
 Cheque deposit voucher
 Statement request form

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