Rastriya Banijya Bank Maharajgunj Internship Report

ANALYSIS OF CUSTOMER SERVICE OPERATION AT RATRIYA BANIJYA
BANK
An Internship Report
By
Jwala BK
Shanker Dev Campus
T.U. Registered No. 7-2-18-1808-2018
Exam Roll No. 175/18
Submitted to
Office of Dean
The Faculty of Management
Tribhuvan University
Kathmandu
In Partial Fulfillment of the Requirements for the Degree of
Bachelor of Business Administration-Finance (BBA-F)
Kathmandu
April, 2023

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DECLARATION
I hereby declare that the internship report entitled The Analysis of Customer Service
Operation at Rastriya Banijya Bank submitted to the faculty of management, Tribhuvan
University, Kathmandu is an original piece of work under the supervision of Mr. Bharat Raj
Pant, Shanker Dev Campus, Kathmandu and is submitted in partial fulfillment of the
requirements for the award of the degree program of Bachelor of Business Administration
(BBA). This internship report has not been submitted by any other university or institution for
the award of any degree or diploma.
…………………..
Jwala BK

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SUPERVISOR’S RECOMMENDATION

iv
INTERNSHIP COMPLETION LETTER

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ACKNOWLEDGEMENT
This report has been prepared in relation to the internship program as a partial fulfillment of
the BBA program of Siam University. I am greatly obliged to thank and express my gratitude
to Tribhuban University for designing such a curriculum which allows the students to
acquire as well as enhance knowledge of real world setting through internship.
Firstly, I would like to express my gratitude towards our college ShankerDev Campus. I
would like to thank to my internship supervisors Mr Bharat Raj Pant for his help and
guidance throughout the field work. He helped me with the chapter, assignment,and practical
prospective and all the faculty members who help in this report accomplishment. A special
thanks to our respected Director Mr Dhurba Subedi who act as a very co-operative
principal.
I would also like to acknowledge Rstriya Banijya Bank Limited for receiving me as an
intern. I would like to extend my gratitude toward Mr Kapil Karki, Bank Manager, Mrs
Radhika Niroula, Account/Admin Head, Mr Mahesh Sigdel, Assistant Bank Manager, Mrs
Alisha Shrestha, clearing head and all the employees of Rastriya Banijya Bank Ltd.,
Maharajgunj for the support and guidance during internship period. Last but not the leastI
would like to thanks my friends and family for support and guidance.
Sincerely,
Jwala Lohani
January 2023

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TABLE OF CONTENTS
Declaration ................................................................................................................................ii
Supervisor’s Recommendation..................................................................................................iii
Internship Completion Letter....................................................................................................iv
Acknowledgement ......................................................................................................................v
Table of Contents......................................................................................................................vi
List of Tables.............................................................................................................................ix
List of Figures............................................................................................................................x
Abbreviation..............................................................................................................................xi
CHAPTER I: INTRODUCTION...........................................................................................1
1.1 Background of the Study..................................................................................................1
1.2 Objectives of the study.....................................................................................................2
1.3 Methodology ....................................................................................................................2
1.3.1 Organization selection ...............................................................................................3
1.3.2. Placement..................................................................................................................3
1.3.3 Duration of internship................................................................................................3
1.3.4 Activities....................................................................................................................4
1.4 Limitation.........................................................................................................................4
CHAPTER II: INTRODUCTION OF INDUSTRY AND ORGANIZATION ..................6
2.1 Introduction of Bank ........................................................................................................6
2.1.1 History of Banking ....................................................................................................6
2.1.2 History of banking in Nepal ......................................................................................6

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2.1.3 Classifications of Banks ............................................................................................8
2.1.4. Introduction of commercial bank .............................................................................9
2.2 Status of Banking in Nepal ............................................................................................10
2.3 Role of Bank in Development of Economy ...................................................................11
2.4 Challenges and Opportunities of the Banking Sector ....................................................11
2.5An Overview of Rastriya Banijya Bank Nepal ...............................................................13
2.5.1 Mission, Vision, and Objectives of RBBL..............................................................14
2.5.2 Organization structure of RBBL..............................................................................15
2.6 Branch Network .............................................................................................................15
2.7 Board of Directors..........................................................................................................15
2.8 Technology Used............................................................................................................16
2.9 Major Products and Services..........................................................................................16
2.9.1 Deposits Products ....................................................................................................17
2.9.2 Lending products .....................................................................................................18
2.9.3. Remittance..............................................................................................................19
2.9.4. Other Services.........................................................................................................20
2.10 Customer Service Responsibility .................................................................................20
2.11 Branch Profile ..............................................................................................................20
CHAPTER III: ANALYSIS OF ACTIVITIES DONE AND PROBLEM SOLVED......21
3.1 Customer Service Department (CSD)............................................................................21
3.2 Analysis of Activities .....................................................................................................22
3.2.1 Account opening......................................................................................................22
For opening joint account.................................................................................................24
For opening current account.............................................................................................24
3.3 Roles and Responsibility of the Student.........................................................................25
3.4 Clearing Department ......................................................................................................25

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3.5 Assignments and Responsibilities of the Student...........................................................26
3.7 Problem Solved .............................................................................................................27
CHAPTER IV: CONCLUSION AND LESSON LEARNED............................................29
4.1. Conclusion.....................................................................................................................29
4.2 Lesson Learnt.................................................................................................................30
REFERENCES.......................................................................................................................32
APPENDIXES........................................................................................................................33

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LIST OF TABLES
Table 1.1 Classifications of Banks ………………………………………………………….18
Table 2.1 Banks and Financial Institutions………………………………………………….23
Table 2.3 Provincial Branches………………………………………………………………31
Table 2.4 Board members of RBBL………………………………………………………..32

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LIST OF FIGURES
Figure 2.1 Organizational Structure of RBBL………………………………………………30
Figure 2.2 Product and services of RBBL…………………………………………………..33
Figure 2.3 Types of Loan Schemes………………………………………………………….35

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ABBREVIATION
ABM Assistance Bank Manager
ATM Automated Teller Machine
BBA-F Bchelors in Business Administration in Finance
BFIs Bank and Financial Institutions
BLB Branch-less Banking
BM Bank Manager
Dept Department
ECC Electronic Cheque Clearing
FOM Faculty of Management
KYC Know Your Customers
NRB Nepal Rastra Bank
PR Personal Relation
RBBL Rastriya Banijya Bank Limited
TU Tribhuban University

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CHAPTER 1
INTRODUCTION
1.1 Background of the Study
Bachelor in Business Administration in Finance ‘BBA-F’ is the newly program under
Tribhuban University that has tried to meet world standard of education and is more
practical. As per the requirement of the courses of Bachelor in Business Administration in
finance of Tribhuban University, every student must work as an intern in any organization
for a period of 8weeks (48 working days) in 7th
semester.
An internship is a professional learning experience that offers meaningful, practical work
related to a student’s field of study or career interest. Internship is the process of working as
an assistant or a trainee to gain practical experience in job. The internship program is design
with the aim of providing opportunity to learn how to translate the knowledge into action
through exposure to real organizational environment. An internship gives a student the
opportunity for career exploration and development, and to learn new skills. Furthermore,
internship helps bringingout the hidden capability of students and makes them able to face
internal as well as external environment challenges. It offers the employer the opportunity to
bring new ideas and energy into the workplace, develop talent and potentially build a pipeline
for future full-time employees. A quality internship:
 Consists of a part-time or full-time work schedule that includes no more than
25% clerical or administrative duties.
 Provides a clear job/project description for the work experience.
 Orients the student to the organization, its culture and proposed work
assignment(s).
 Helps the student develop and achieve learning goals.
 Offers regular feedback to the student intern.
Internship may be paid or unpaid it depends upon the organization rules and regulation. The
major objective of the internship is to understand the working environment and make student
familiar to the practical work carried out in the organization.
As per a part of the University curriculum for Bachelors in Business Administration (BBA),
the internship was carried out for 8 weeks so that the intern can acquire ample amount of

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practical knowledge in the related field of study. The internship was done in most reputed and
renowed bank, Rastriya Banijya Bank ,Maharajgunj Branch. This report contains the
knowledge gained from working in Rastriya Banijya Bank, Maharajgunj Branch from 22
January, 2022. In the course of internship the intern was placed mostly in Customer Service
Department as well as in various other departments.
1.2 Objectives of the study
The primary objective of this internship is mainly targeted at giving the practical exposure to
the students who have acquired plenty of theoretical knowledge in the related field of study.
It helps to gain valuable insights into the business sector, more specifically the banking
industry to acquire practical experience in addition to theoretical bookish knowledge and give
the golden opportunity to apply managerial, interpersonal and communication skills at the
real working place. The other specific objectives are as follows:
 To gain an experience to work independently to formulate projects like these.
 To know about the operating procedures of different departments in general.
 To know how theories and concepts are applied in practice in the day-to-
daybusiness operation.
 To prepare students to tackle problems and handle objection in work place.
 To gain knowledge and skills necessary to be an effective manager as well as a
leader in an organization.
1.3 Methodology
Methodology refers to the comprehensive actions of research in my internship report. To
achieve the required results to establish the objective, some methods are used. Methodology
is a systematic way of solving the research problems. It involves the methods and process
employed in the entire aspect of the study.
The main source and basis of this internship report writing is the primary and secondary data
that were accessible by the bank. The primary data are collected through collection sources
like observation, group discussion. Then the secondary data collection sources like annual
report published by Rastriya Banijya Bank Limited, website of the bank, brochures,
pamphlets, and newsletters of bank, application forms of different kinds of deposits and
annual statistical bulletins were used for data collection.

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1.3.1 Organization selection
As per the requirement of the internship program, the first step was to search a suitable
organization oneself. Since the intern's specialization is "Finance & Banking and Insurance",
I preferred selecting a commercial bank that would provide a practical exposure and will help
in implementing knowledge gained throughout the BBA-F program and also suggested by
many senor friends, family and teachers. There were infinite alternatives. But the main point
was selecting an organization that would provide all the guidance and activities performed in
the bank without any hesitation while teaching those activities. Well, getting in a reputed
organization was not a tough job but what matters first is whether the organization is ready to
teach the activities hence allowing them to a practical exposure.
In order to achieve those above mentioned purpose I have selected Rastriya Banijya Bank,
Maharajgunj which was feasible and accessible from all aspects and it proved to be the
perfect platform for the career growth and development. At first, I took recommendation
letter from college, curriculum vitae and other necessary documents and were submitted to
Mr Prakash Kandel in Administration Department Head office, Singhadarbar. Head ofiice
provided me a letter which I had submitted in RBBL Maharajgunj Branh to Mr. Kapil Karki,
BM. The bank agreed to provide an opportunity to acquire knowledge / expertise through
internship effective from 22 January, 2023.
1.3.2. Placement
Regarding the placement, the intern was appointed in RBBL Maharajgunj Branh. I was
placed to Customer Service Department where I got the chance to interact with the customers
and got the knowledge about various activities performed in CSD. During that period, I got
opportunity to gain practical insight of the real working condition of the customer service
department.
1.3.3 Duration of internship
According to the Tribhuban University BBA course, the period of internship has been defined
for 8 weeks. In order to full the academic requirements, I have done the internship in RBBL,
Maharajgunj Branch from 22 January, 2023. The duration was quite enough to get the surface
knowledge on financial institution. I had to work from Sunday to Friday except holiday. I
had to reach there around 10:00 A.M. and work till 4:00 P.M. except Friday. On Friday, I had
to work till 1:30 P.M. In these 8 weeks, I got an opportunity to learn the culture, work

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environment and working procedure of RBB. These 8 weeks have been very fruitful to get in-
sight of the banking activities of the organization and learn activities, behavior, and
operations. I felt that 8 weeks of internship had done more justice than the 3 years of
theoretical BBA-F course in relation to practical knowledge. The chart is shown on the
appendix 5.
1.3.4 Activities
As intern had worked at customer service department and various other departments, the
following activities were performed
 Providing detail information about the necessary document of account
openingand closing.
 Checking the forms filled up by the customers for various purpose
 Calling customers for the KYC update
 Listening to the customer complain.
 Providing various information
 Helping to fill the form.
 Fill the form to renew ATM card, fixed deposit
 Issuing of cheque books
 Filing various documents of Bank Guarantee, LC, Swift
 Performing the other task like the photocopy, scanning, stamping, KYC form
fillup, register maintaining of Swift, cheques registration and account closed.
 Providing information about Fixed Deposit Schemes.
This internship report has been designed to give a clear picture of the operations performed in
Rastriya Banijya Bank.
1.4 Limitation
This study has been prepared on the basis of observations and experience gained during
internship period. Every student is restricted within certain boundaries and the present study
report is not an exception. This report is mainly based on the practical knowledge gained
during the internship period and theoretical knowledge that has been previously studied. The
following are the limitations of the study:
 The bank’s policy on keeping some matters confidential prevented from analyzing
different activities.

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 This study may not be applicable to other organizations of similar nature.
 The interpretation and conclusion were drawn within the limitations of individual’s
knowledge and judgment abilities and on the basis of data provided and other
published and unpublished sources. So it may lack the professional and expert touch.
 This study takes into consideration only about general activities and does not include
the minor details about each and every activity performed in the bank due to the time
constraint.
 This report mainly focuses on Customer Service Department, so the report
may not have information about the other department of the bank.
 Full access to important information was not allowed by the bank to the intern,
which limited the ability of the intern to make this report more effective.
 Due to the lack of time, study of each and every activities of the bank in depth
was not possible.
 The workload of employee and supervisor was quite hard to give proper
guidance to the intern.

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CHAPTER II
INTRODUCTION OF INDUSTRY AND ORGANIZATION
2.1 Introduction of Bank
A bank is the financial institution that accepts deposits from general public and creates credit.
It deals with the monetary transaction. According to Walter Leaf, “Bank is that institution or
individual who is always ready to serve money on deposit to be returned against the check of
their deposits (savers).”
A bank generates a profit from the differential between the level of interest it pays for
deposits and other sources of funds, and the level of interest it charges in its lending activities
2.1.1 History of Banking
The history of banking is strictly related to the history of money. As the security became
more civilized, the needs for more efficient methods for barter were developed organically.
Most origins of the money can be traced back to building of the large structures such as
temples or large undertaking by leaders such wars. The concepts of an ‘I owe you’ preceded
the idea of the paper check by several thousand year.
Crowther observed that the modern banking has three ancestors who are the merchants, the
goldsmith and the moneylenders. The 19th
century comes with the vast development of
commercial banks. The merchant banker forms the earliest stage of the evolution of the
modern banking.
2.1.2 History of banking in Nepal
The history of banking in Nepal may be described as a component of gradual and ordinary
evolution in the financial and economic sphere in the Nepalese life. Even now the financial
system is in the evolutionary phase. The establishment of the ‘Koushi Toshi Khana’ during
the time of King Prithvi Narayan Shah and the ‘Tejarath Adda’ can be regarded as the initial
steps in the direction of the development in Nepal.
The development of banking in Nepal can be divided into the three phases as follow:

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Phase I: Before B.S. 1994
The establishment of ‘Koushi Toshi Khana’as banking agency during the time of king Prithvi
Narayan Shah and ‘Tejarath Adda’ during the tenure of Ranoddip Singh in 1933 B.S. was the
first step toward the institutional development of banking in Nepal. It was fully subscribed by
the Government in Kathmandu. Tejarath use to provide loan to the general people at the
interest rate of 5 percent on securities i.e. gold, silver and other ornaments. Its main objective
was to provide load to the general people but it failed to collect or accept deposits from them.
Taskar Department was established in A. D. 1989 to issue coin in Nepal.
Phase II: (1994-2040)
During the time of Chandra Samsher credit facilities of Tejarath Adda were extended by
opening its branches. Later, ‘Tejarath Adda’ was replaced by the first commercial bank,
Nepal Bank Limited (NBL). It the beginning era of the development of the banking in Nepal
Nepal Bank Ltd. is the first modern bank of Nepal which was established in 1937 A.D. It is
taken as a milestone of modern banking in the country. Nepal bank marks the beginning of a
new era in the history of modern banking in Nepal. It has been inaugurated by King
Tribhuvan Bir Bikram Shah Dev on 30th
Kartik 1994 B.S. It remained the only financial
institution of the country until the foundation of Nepal Rastra Bank in 1956 A.D. Due to the
absence of the central bank, Nepal Bank has to play the role of the central bank and operate
the function of the central bank. Hence, the Nepal Rastra Bank Act 1955 was formulated,
which was approved by Nepal Government accordingly, the Nepal Rastra Bank was
established in 1956 A.D. as the central bank of Nepal. Nepal Rastra Bank makes various
guidelines for the banking sector of the country.
A sound banking system is important for the smooth development of the banking system. It
gathers savings from all over the country and provides liquidity for industry and trade. In
1957 A.D. Industrial Development Bank was established to promote industrialization in
Nepal, which was later converted into Nepal Industrial Development Corporation (NIDC) in
1959 A.D. Rastriya Banijya Bank Limited was established in 1965 A.D. as the second
commercial bank of Nepal.
As agriculture is the basic occupation of major Nepalese, the development of this sector plays
a prime role in the economy. So, a separate Agricultural Development Bank was established

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in 1968 A.D. This is the first institution in agricultural financing.
Phase III: (2041 to now)
For more than two decades, no more banks have been established in the country. After
declaring a free economy and privatization policy, the government of Nepal
encouraged foreign banks to joint ventures in Nepal. For the development of the banking
system in Nepal, NRB changed the financial sector policies, regulations and institutional
developments in 1980 A.D. Government emphasized the role of the private sector for
investment in the financial sector. These policies opened the doors for foreigners to enter into
the banking sector in Nepal under the joint ventures. Standard Chartered Bank, Nepal Arab
Bank, State Bank of India, ICICI Bank, Everest Bank, Himalayan Bank, Bank of Kathmandu,
Nepal Indo-Suez Bank, and Nepal Sri Lanka Merchant Bank.
2.1.3 Classifications of Banks
A modern banking system demands different types of banking services. So to fulfill all the
functions demanded by the customers, different types of banks emerged in the banking
industry specializing in different functional areas and with different purposes. The highest
authority on the pyramid is the central bank of Nepal, Nepal Rastra Bank. NRB decides and
formulates various guidelines for the banking sector in the country.
NRB has classified different banking and financial institutions broadly into four classes Class
A, Class B, Class C, and Class D. Different classes are classified based on capital
requirement for their establishment.
Table 2.1
Classification of Banks
Class Type of bank No. of banks in Nepal
Central bank 1
Class A Commercial bank 22
Class B Development bank 17
Class C Finance companies 17

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Class D Micro finance Financial Institutions 64
(Source: www.nrb.org.np)
2.1.4. Introduction of commercial bank
A commercial bank is a financial institution that provides services like loans, certificates of
deposits savings bank accounts bank overdrafts, etc. to its customers. These institutions make
money by lending loans to individuals and earning interest on loans.
Banks provide facilities to their customers by providing loans, remitting funds, purchasing
and sale of bills, and other market information. These services help to run the business and
other economic activities rapidly as well as smoothly which ultimately helps in economic
development.
2.1.4.1 Function of commercial bank: Commercial Banks perform an array of
functions. Commercial banks are those banks, which are established to accept
deposits and grant loans to industries, individuals and traders to earning profit.
These functions can be systematically categorized as follows:-
 Accepting deposits
 Current account
 Saving account
 Fixed account-
 Granting loans
 Discounting of bills
 Dealing with foreign exchanges
 Agency services
 General Utility Functions
 Cash management services
 Payment and Withdrawal
 Offering mutual funds and annuities
 Merchant banking services

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2.1.4.2 Challenges to Nepalese Commercial Banks
 Commercial banks have become an important issue in Nepalese banking sector these
days. Entrance of capital market , i.e. investment banking, stock exchanges, mutual
funds, market makers, etc. have become a serious threats to the activity of commercial
banks in Nepal.
 Growing privatization, international trade activities create serious problems.
 Lack of trained manpower of concerned sectors Number of commercial bank has
proliferated in the Nepalese banking sector and this has increased the competition
among banks
 Lack of capital formation and proper mobilization has also been one of the challenges
of Nepalese commercial banks.
2.2 Status of Banking in Nepal
Nepalese banking field is very much competitive these days. There are around 200 financial
companies including co-operative in Nepalese market. These financial institutions are able to
provide competitive services to the people.. The numbers of Banks and Financial Institutions
available in Nepal can be presented as under:
Table 2.2
Banks and Financial Institutions
Types Number
Central Bank (NRB) 1
Commercial Banks including ADB “A” 22
Development Banks “B” 17
Finance Companies “C” 17
Micro Credit Institutions “D” 65
Co-operatives 16
Non –Government Organization 45
employee Provident Fund 1
Citizen Investment Trust 1

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Source: www.nrb.org.np
The table clearly shows that there has been a tremendous growth in the number of banks and
financial institutions in Nepal in the last two decades. The growth trend shows the degree of
the optimism that the number of financial institutions is bound to increase in the days yet to
come.
2.3 Role of Bank in Development of Economy
Banks plays a very crucial role on the growth and development of any country. Some of the
major role of banks in the economy is notes as below:
• Capital formation:
• Encourage innovation
• Monetization of money:
• Influence the economic activities
• Facilities of monitory and fiscal policies:
• Raising deposits and financing loans
• Remittance of money.
2.4 Challenges and Opportunities of the Banking Sector
The banking sectors in the present context are bounded by several challenges. The challenges
should be addressed properly by the banks and should try to convert the challenges into
opportunities. The challenges and the opportunities of the banking sectors are explained
below:
Challenges of the Banking Sector
 High competition: The banking sector is becoming increasingly competitive, with
new players entering the market and existing banks expanding their services. This
can make it more difficult for banks to attract and retain customers, and can also put
pressure on banks to reduce costs and improve efficiency.

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 Political instability: The political state of Nepal is highly instable that causes the
change in the nation’s rules, policies etc. to be changed instantly affecting the
sustainable development of nation.
 Regulatory changes: Banking regulations are continually changing, which can create
challenges for banks in terms of compliance and risk management. New regulations
can also create new opportunities, such as the development of new products and
services.
 Lack of corporate governance: Due to the lack of proper corporate governance,
banking sectors couldn’t expand and develop as such as it could be. Different kind of
banking offences and banking crimes are increased which created hurdle to be fully
developed the banking sectors.
 Cyber security: As the banking industry becomes more digitalized, it is also
becoming more vulnerable to cyber-attacks, which can compromise customer data
and lead to financial losses. Banks must invest in cyber security measures to protect
themselves and their customers.
 Digital disruption: The rise of non-traditional financial services providers such as
FinTech companies, digital wallets, and other digital platforms are disrupting the
traditional banking sector, which could lead to the loss of market share for traditional
banks.
 Requires Huge Cost: Every bank uses its software to operate banking activities and
to record the customers’ account details. It will require large network connections as
the account operated in one branch needs to be operated in other branches of the
same bank. So, a huge amount of money is required. Banks are adopting new and
sophisticated technologies to provide better quality services to their customer which
involves huge costs.
 Liquidity Crisis: Meeting customer demand for digital services: With the rise of
digital technologies, customers are increasingly using digital channels for banking
transactions and services. Banks must keep up with this trend by offering digital
services such as mobile banking, online banking, and other digital platforms.
Opportunities of Banking Sector
 Digital transformation: Banks can take advantage of technological advancements to
improve customer service, reduce costs and increase efficiency. Digital

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transformation can involve implementing new technologies such as mobile banking,
online banking, and other digital platforms. This can help banks to meet the changing
needs of customers and stay ahead of the competition.
 Low HRM cost: The highest cost of the banking operation is HRM cost. HRM cost
includes recruitment, acquisition, selection, training, promotion and so on. But the
costs for all these operations are low in Nepal.
 Diversification of products and services: Banks can diversify their products and
services to attract new customers and increase revenue streams.
 Innovation: Banks can innovate new products and services to meet the changing
needs of customers and stay ahead of the competition.
 Expanding into new markets: Banks can expand into new markets to increase their
customer base and revenue streams.
 Leveraging data and analytics: Banks can use data and analytics to improve
decision-making, risk management, and customer service. For example, banks can
use data and analytics to identify patterns and trends in customer behavior.
 Greater focus on sustainability and socially responsible investments: Banks have
an opportunity to enhance their reputation and attract customers by focusing on
sustainability and socially responsible investments. This includes investments in
renewable energy, sustainable agriculture, and other environmentally friendly
projects.
2.5An Overview of Rastriya Banijya Bank Nepal
Rastriya Banijya Bank Limited (RBBL) was established in 1966 (2022 BS) as one of the
Pioneer Bank in the country with the history of nearly a half century. Earlier constituted
under RBB act 2021 with the fully government-owned bank. RBB has been operating under
the Bank and Financial Institute Act and Company Act 2063 at present. Rastriya Banijya
Bank (RBB) is an ‘A’ Class commercial Bank of the country licensed by Nepal Rastra Bank
(NRB). RBB has grown up as a vital component of the Nepalese economy.
RBBL with 2600 employees has extended its wings in the most part of the nation through
multiple distribution outlets of 207 branches, 17 counters, 93 branchless banking, and 165
ATMs.

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RBBL with the largest public confidence reflected in the highest deposit base and increasing
demand for branch establishment in the various parts of the country and has stood as a
pyramid in the financial sector of the country. RBBL with as many as 1.7 million customers
ranging from poor to privileged ones and millions of indirect ones has strained significant
imprint in the picture of country's economy through its significant connection in the best use
of its resources to boost the production, income and employment opportunities. The Bank is
completely committed to supporting its best for the socio-economic development of the
country and people in the days to come.-
2.5.1 Mission, Vision, and Objectives of RBBL
Vision
To provide innovative banking services to everyone, every time and everywhere for the
economic development of the nation.
Mission
To provide easy and innovative banking products and services for our customers by
implementing stop service concept from our wide network using our modern technology-
qualified human resources in a competitive environment. We always look for the benefit of
the local communities supporting entrepreneurship, social responsibility, and economic
prosperity of the nation.
Objectives
The major objective of the study is to get a better understanding of the overall banking
activities and assess the contribution of Rastriya Banijya Bank to overall economic
development. The other objectives are as follows:
 Focus on providing innovative financial services.
 Increase in the capital base of the Bank by meeting the minimum capital requirement.
 Business growth and increase in market share.
 Enhance operational efficiency.
 Sustainable increase in profits.
 Focus on empowerment of the deprived class.

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2.5.2 Organization structure of RBBL
The head office of the bank is located at Singh Durbar Plaza, Kathmandu. The board of
directors is responsible for policy-making and guidance to the management. The government
nominates all board members including the chairman. The executive committee oversees the
different departments at the head office on a day-to-day basis. Chartered accounts have also
been contracted as part of the management team to strengthen the financial controls of the
bank. The Branch Operations Department is responsible for supervising the branch network.
The internal Audit Department monitors the work of the branches and regional office
2.6 Branch Network
RBBL has enhanced the availability of its services both inside and outside the valley across
the country. It has been providing services to its customers through different branches in
seven provinces. The number of branches in different provinces is shown in the table below:
Table 2.3
Provincial Branches
S.N. Province Number of Branches
1 Province 1 57
2 Madesh 34
3 Bagmati 65
4 Gandaki 31
5 Lumbini 38
6 Karnali 22
7 Sudurpaschim 23
Total 270
Source: www.rbb.com.np
2.7 Board of Directors
The Board of Directors is responsible for policy-making and guidance to the management.
The government nominates all board members including the chairman. The executive power

16
is vested in the Chief Executive Officer (CEO). An 8-member Executive Committee oversees
the different departments at the head office on a day-to-day basis. The table below shows the
members of RBBL’S board members.
Table 2.4
Board members of RBBL
S.N. Board of Directors Designation
1. Dr. Balaram Pathak Chairman
2. Mr. Shambhu Prasad Maraisini Director
3. Prof. Dr. Rajan Bahadur Paudel Director
4. Mrs. Romila Dhakal Upreti Director
5. Mr. Dilip Kumar Dhungana Director
6. Mr. Sushil Ghimire Director
7. Mr. Laxman Ghimire Independent Director
8. Mr. Kiran Kumsr Shrestha CEO
Source: www.rbb.com.np
2.8 Technology Used
RBBL has installed PUMORI Plus-IV as banking software throughout the branches to carry
out all the banking activities. Pumori Enterprises is user friendly which leads towards full
automation and low cost upgrade and rapid migration. PUMORI main is an online multi-user;
multi-currency integrated banking system of an international standard developed by
Mercantile Office Systems, Nepal. It integrates all functions of the front office and back
office as one package. The system runs on a Windows NT network and provides adequate
security features for keeping the smooth operation of the system.
2.9 Major Products and Services
The product of a commercial bank refers to the service that the bank is providing for their

17
customers whether they are individuals or group or the corporate house. RBBL is also
providing various products to facilitate its customer as well as its employees. The major
products/services of RBBL can be shown in the figure below:
Figure 2.2
Product and services of RBBL
2.9.1 Deposits Products
Major largest source of fund of RBBL is covered around 80% with deposits. It attracts idle
saving of people in the form of deposits in the following types:
 Current Account: Everyone has different banking needs, but every business needs a
bank account. Rastriya Banijya Bank Limited has a tailor-made Current account that
rightly meets your needs in today's fast-paced business. The deposit in this account is
not provided any interest. It has provided many services which includes as follow:
a. Cheque
b. Abbs services
c. Discounting of bills
d. Clearing services
e. Swift services
 Saving Account: It is designed with an array of features. The Savings account at
Rastriya Banijya Bank Limited not only ensures attractive returns on idle money but
also makes banking convenient and efficient. Some of the major savings account
products of RBBL are as follows:
Product and services
Deposit Other services
Remittance
Loan

18
• Normal saving account
• Student saving account
• Karma yogi saving account
• Chunamuna bachat khata
• Teacher’s bachat khata
• Golden saving account
• Mahalaxmi saving account
• RBBL special saving account
 Fixed Account: Generally deposit in this account will be from 3 month to 5 years.
Since, the fixed depositors forgo their liquidity and allow bank to invest without any
interruption. Additionally, it requires minimum operating cost. Therefore, RBBL
provides maximum interest rate. Currently RBBL is providing 12.13% in fixed
deposit. Some of the products of RBBL’s fixed deposits accounts are as follows:
• Normal fixed deposit
• RBBL special fixed Deposit
• RBBL corporate fixed deposit
• Corporate Bulk deposit
• Diamond fixed Deposit
2.9.2 Lending products
RBBL provides credit on competitive terms by way of term loans as well as lending for
financing the working capital needs of all kinds of productive and income-generating
activities. The loans provided are consumer/personal loans, corporate loans, and other
categories of loans. Consumer/personal loans include various forms of loans that are provided
to the individual consumer for their personal use such as home loan, hire purchase loan,
education, loan against gold and silver, etc. Likewise, a corporate loan is provided to business
houses or business personnel for business use like a fixed term loan, working capital loan,
overdraft, demand loan, Letter of credit (LC), bonds and guarantees, etc. The other forms of
loans provided by the bank include consortium loans, housing/ real estate loans, industrial/
commercial loans, priority sector loans (agriculture, cottage, industry, etc.), and RBBL project
loan. Figure 5 shows the different types of loans provided by RBBL.

19
Figure 2.3 Types of Loan Schemes
2.9.3. Remittance
The branch also provides remittance services and facilities for transferring funds through the
online computer system. This special feature helps tourists and especially Nepalese workers
abroad to transfer funds to Nepal as and when required the receiver can get the transferred
money upon the completion of a simple form requirement without any hassles and within no
 Agronomy
 Livestock
 Horticulture
 Floriculture
 Aquaculture/
Fish Farming
 Apiculture/
Bee Keeping
 Housing Loan
 Vehicle Loan
 Hire Purchase Loan
 Educational loan
 Apartment Loan
 Loan Against Gold
 Loan against fixed
deposit receipt
 Loan against
government bond
 Loan against shares
 Loan against the first
class bank guarantee
 Rastra Sewak Loan
Business Loan Retail Loan Agriculture Loan
Funded Loan Non-Funded
Loan
 Overdraft /
Hypothecation
Loan
 Pledge Loan
 Term Loan
 Project Loan
 Trust Receipt Loan
 Export Loan
 Bills Purchase
(Clean bill)
 Loan for
Infrastructure
based Industries
 Consortium Loan
 Letter of
Credit
 Bank
Guarantee
Loans

20
time. Remittance service is provided through the draft, SWIFT, telegraphic transfer, mail
transfer, and fax transfer.
2.9.4. Other Services
Some of the other new Services provided by banks are:
 ATM facility
 Branchless Banking (BLB)
 Mobile banking
 Cash deposit machine (CDM) service
 Internet Banking login history
2.10 Customer Service Responsibility
The bank has been following NRB’s directive to spend 1 percent of the profit in CSR. For
RBBL, education and health are the two major sectors for CSR. “We received the Asiamoney
Best Bank in Nepal award for CSR because of our focus on CSR activities targeting
marginalized groups and SMEs. At present, SME lending covers 60 percent of our loan
portfolio,” shares Shrestha.
2.11 Branch Profile
The branch bank is located in Maharajgunj. There is a high flow of customers in this branch.
It is managed by the branch manager Mr. Kapil Karki. It operates from 10:00 A.M. to 4:00
P.M. on Sunday to Thursday. On Friday it will be opened till 1:30 P.M. On Saturday and
other public holidays, it remains closed. There are altogether seven sections prevailing in
RBB, Maharajgunj branch. They are:
 Domestic Remittance Department
 Front Desk Department (CSD)
 Cash Department
 Bills Department
 IT Department
 Administration Department
 Credit Department

21
CHAPTER III
ANALYSIS OF ACTIVITIES DONE AND PROBLEM SOLVED
3.1 Customer Service Department (CSD)
Customer Service is the front desk of any organization. It provides all necessary information
to the customers. For any organization, it is the main and most important department which
needs to deal with customer more than any department in the bank. It is one of the busiest
departments in the banks and it is the very place which makes an early impression to the
clients. The image and reputation of the bank depends upon effective functioning of this
department. It is the first place where the customers first get the service. As different
activities such as opening new accounts of customers, closing existing account, issuing
cheque books, balance inquiry and providing statements, issuing debit cards, etc. are
performed.
It is very important to know that the highly satisfied customer becomes loyal and buys the
organization’s new products, pays less attention to competing branch and is less effective to
price. Having a significant number of this kind of customers is only possible through the
efficient functioning of Customer Service department of any organization. It would then not
be in appropriable to say that this department is the key to success of any organization.
Because of that importance, the main motto of this study is also to understand about the
customer dealing encircling around the Customer Service Department. My experience and
my study were mainly focused on the customer service department of the Maharajgunj
Branch.
The following are some of the main role of customer service department:
 Answer participant questions, as well as question participants to obtain full
understanding of what information is being requested.
 Analyze customer needs and demand and try to fulfill those demands.
 Deliver qualitative services to customers.
 Promote bank products and services.
 Build customer relationships.
 Maintain and manage existing accounts.
 Capture new accounts.

22
 Respond to customer inquiries and resolve.
 Maintain customer database and update periodically.
 Assist customers in depositing and withdrawing cash.
 Refer complex issues to the management.
 Ensure best practices in rendering services to customers.
Considering all these above mentioned role an responsibility, I have got opportunity to do the
following activities in the CSD during the intern period:
The major functions carried out in the CSD of HBL are as follows:
 Opening of new Accounts
 Closing of the Accounts
 Transfer of accounts from one branch to another
 Providing the Bank statement to Customer
 Issuance of cheque as per demand of customer
 KYC update
 Distributing ATM cards with secret pin codes
 Answering the queries of customers regarding
 New account and the required documents
 Existing as well as new products and services provided by the bank
 Facilities provided by the bank.
 Balance enquires
 Telephone handling
 Record keeping of the activities performed in files
3.2 Analysis of Activities
3.2.1 Account opening
Account opening is the initial step in deposit, locker and credit activities. It is the most
frequent activities done in this department. Accounts can be open under various schemes
provided by the bank. Customers open account for depositing money in the bank for their
safety by taking some percent as interest. Intern was taught the procedures to open account.

23
While opening of an account, the customers are required to fill up the account opening form.
The account opening form contains the name of accountholder, permanent and temporary
address, occupation, contact number, family details, nominee details, citizenship number,
signature of account holder and the type of account preferred by customer (Single saving a/c,
joint saving a/c and Current a/c).While opening of an account, Intern ensures that the
customer fill the account opening form and KYC. While at internship the intern has to face
the problem in dealing customer. Interns are taught to dealwith them. They ask help to fill up
the form. They are unknown about the product. Interns make them understand about the
product and services and their benefits. Some customer are cooperative while some customer
comes are in aggression. Intern has to deal accordingly. The requirements for different types
of account are:
For opening personal account
A properly filled form
Identification documents (citizenship certificate and Passport/driving license/utilitybills)
 Two recent PP size photographs.
 Documents evidencing the permanent address(whichever applicable)
 Utility bills of electricity/water
 Land ownership certificate
 Certification of local authority
 Driving license
 Voter id
 Employee identification card(for payroll a/c)
 Identification of nominee
 Specimen signature
 Thumb Print

24
For opening joint account
 A properly filled application form with signature in the specified places of the
parties.
 All documents required for personal account are required for all joint parties.
 Special instruction must be provided in case of signature of the concerned parties.
 Nominee Details
 Thumb Print of the concerned parties.
For opening current account
It is an account specially designed for business transaction. The types of current a/c are:
For Proprietorship Firm
 Sole Proprietorship Declaration
 Copy of Valid Firm Registration Certificate
 Copy of Income Tax Registration Certificate(PAN/VAT)
 Identification & Photographs of proprietor
 Documents evidencing residential address of proprietor
For Partnership Firm
 Copy of Valid Firm Registration Certificate
 Authority to operate account
 Copy of partnership agreement/deed
 Identification & Photographs of all Signatory(ies)/partner(s)
 Documents evidencing residential address of signatories/partner(s)Issuance of cheque
book
 Issuance of ATM card
 Printing balance statement and balance certificate
 Handling telephone calls
 Making calls to the customer
 Customer query handling

25
 Filing and documentation
 Checking the form filled up by the customers
 Helping customers to fill up the form
 Account closing
 KYC Update
 Record the account opening and cheque book request
 Signature change
3.3 Roles and Responsibility of the Student
I have spent majority of the time in Customer Service Department but the job performed by
me was not limited to CSD. During the internship period, I was placed in two departments:
CSD and clearing department and was expected to do the general tasks that arecarried out by
the respective employees. The details of the jobs performed during the internship programs
are as follows:
Customer Service Department: This is the first point of contact between the employee and the
customers. This department is responsible for handling the queries of the customers, issuing
the cheque books, account statements, ATM cards, handlingall the A/C opening forms, Dmat
A/C form, preparing the remittance form for the customers and all other general functions.
My roles as an intern are:
 Handling the queries of the customers about their accounts.
 Suggesting the customers about the bank products and service
Helping the customers fill the account opening form, KYC form, deposit forms and the
remittance form.
 Preparing the cheques and issuing them.
 Issuing the ATM cards.
 Issuing fixed deposit slip.
 Filling the account closing form and destroying the old cheque
books and theATM cards.
 Getting the authorized signature done in different registers.
3.4 Clearing Department
The clearing section is responsible to collect the cheques of the other banks which are

26
presented by the customers and sent to clearing house for the clearing process. Clearing
house collects the cheques of different banks and provides the amount to RBB to deposit in
the account of customers.
My roles as an intern were:
• To check if the cheques and respective deposit slip is filled properly or not.
• To enter manually the Electronic Cheque Clearance (ECC) in the register.
• To maintain the ECC to be taken to the clearing house.
• To enter the ECC return cheques in register and maintain the cheque.
• To inform customer about return of the ECC.
• To enter the adjustment cheques in register.
3.5 Assignments and Responsibilities of the Student
At RBB, I worked for four months as an intern. During these days, I was mainly assigned to
CSD (Customer Service Department). CSD is basically focused on operations of providing
basic services to the customers such as: balance enquiry, account opening, account number
verification, etc.
 Account opening: As an intern, I was given access to use computer to open new
account. There were different varieties of account: saving, current, pension, teacher,
police and many more. For different account, there were different codes to be used.
After the process of account opening, we need to follow other different steps for
SCREENING and KYC ID.
 Printing statement: As per the demand of the customer, I was supposed to provide
account statement to the related person. Customers’ states the date they want to take
the statement and then I need to make them fill the register with their name and
accoynt number with their signature and provide them with the statement.
 Printing cheques: By collecting the demand slip from old cheque books brought by
thecustomers, new cheques are printed for them. Mainly, normal accounts are given
10 cheques at a time.
 Filing cheques: After printing cheques, the cheques were arranged in a systematic
manner according to the cheque number and then given to customer by filing them in
the cheque issuing register. Different cheques were filled in different register.

27
Current account holder needs to provide stamp of the company along with their
signature on theregister to collect the cheque book.
 Helping to fill vouchers of the customers: There were some customers who were not
able to fill the form. I was assigned to help them fill the vouchers like deposit slip,
cheque whatever not understood by them. There were people who uses thumbprint as
their signature, so I help them with filling the account opening form, account closing
form.
 Arranging the documents: All files were s were to be collected from thecustomers and
inform them to collect that amount after two to three days.
3.7 Problem Solved
 KYC Update: There is various kind of customer. Some are cool and some are in
aggression.The interns have to deal them very carefully.
Problem encounter: A middle-aged man came and said that he needed to update the
KYC of his account. He was furious because he had already updated the KYC two
years back.Account holders only need to update the KYC one time in five years. He
was infuriated with the banking system and wouldn’t listen to us.
Problem solved: We explain them about the working hours of CSD; also tell them
about lunch time for the employees of CSD. The employees of CSD work
continuously from 10am to 3 pm. From 1 pm to 1:30pm is lunch break. Most of the
customers promise to come tomorrow before 3:00, few wait for employees to come
and some even wishes to talk to senior manager.
 Cheque numbers on cheques:
Problem faced: While typing the cheque number, I mainly use to double click the same
number due to which the printed cheques were saved with different numbers.
Sometimes, I even use to type 3 instead of 5 and 8 instead of 9 which created problem
when customers use to go for cheque approval and the cheque number does not match. I
faced problems while saving cheque numbers. While clicking “OK” to print the cheque, I
use to double click the button due to which cheque number get saved even if t
h
e printing
goes wrong.
Solved: To avoid the mistakes while entering cheque number in the system, I started
writing cheque numbers in a sheet of paper. Before entering cheque number, I use to
confirm it two to three times to avoid the error with cheque number.

28
 Receiving cheques at ECC counter:
Problem faced:While being at the ECC (Electronic Cheque Clearance) counter, I was
supposed to collect other bank cheques only where I made mistakes by collecting RBB
bank cheques too. Other bank cheques were collected and sent to clearing house.
Customers were informed that cheque deposit will take two to three days. Whereas
RBB cheques were collected at other counter and deposits were made on the same day.
So, here due to some confusion I followed wrong information to the customer.
 Confusion with unheard names and addresses:
While filling some customers form, I got confused with their names and their address as
I never heard some name and place before or either their voices were not so audibleto
me. Also, there are some of goals which I was not able to achieve due to time constraint
and my qualification level. Moreover, even bank was not comfortable in sharing all
information w
i
t
han intern.
Problem solved: One of the employees talked with him calmly and explained clearly the new
directive from the NRB to commercial banks which required updating every aaccount KYC.
Finally the man understood and we solved the problem.
 Dealing With Latecomers:
In bank customer come in at various time. Interns have to deal them.
Problem encounter: The Customer Service Department at Rastriya Banijya Bank,
Maharajgunj closes at 3 pm. But generally few people come in after 3 pm. The
customers present their queries a
n
dwant us to provide service for them. We have to
deny them and they become angry.

29
CHAPTER IV
CONCLUSION AND LESSON LEARNED
4.1. Conclusion
This internship has been an excellent and rewarding experience. I can conclude that there
have been a lot I’ve learnt from my work bank. Needless to say, the technical aspects of the
work I’ve done are not flawless and could be improved provided enough time. During this
internship, I was able to let go of all the dilemmas that I have related to my career decisions
like whether to enter into a job as my goal persists or to start up or continue my family
business or to go for a Master’s degree right after the completion of my BBA-Finance course.
It can be concluded that after taking this internship training for 48 weeks I have been able
 To gain an experience to work independently to formulate projects like these.
 To know about the operating procedures of different departments in general.
 To know how theories and concepts are applied in practice in the day-to-day
business operation.
 To prepare students to tackle problems and handle objection in work place.
 To gain knowledge and skills necessary to be an effective manager as well as a leader
in an organization.
Taking this decision has been a lot easier after the completion of the internship period as I
am able to decide what is right and what is not for my future ahead. In our day to day life we
have to prioritize many issues over other so as to give ample attention and time for the
important ones. This requirement of my punctuality in my work has made me able to
prioritize my career and studies over other issues like friends, parties etc. Now, I suddenly am
realizing that we are bound by the limit of time whereas previously I thought I have ample
time for everything. This limit of time has made me realize the value of time and how to
organize every activity so as to give my time to other issues as well. This realization of
importance of time will no doubt help me in anything I do in the future as for every
professional, time is the one of the rarest and important assets he/she has.
I am efficient at keeping lines of communication open with my supervisor, teammates and
clients. I make a point to keep my supervisor and teammates in the loop about important

30
information. This was illustrated by the emails I sent. In the upcoming year, I aim to improve
my active listening and business writing skills.
Finally, my dream of being a professional seems to be a possibility and getting an experience
after the completion of BBA at Tribhuban University. The things I learned will help in my
career and even in my studies ahead. I pursue further to gain the maximum knowledge from
the experience and enrich in my life and career ahead.
4.2 Lesson Learnt
This internship program was designed to develop the students and provide them with some
real life work experience. It was to give student some practical knowledge as well and
evaluate how student perform in real life. Only academic knowledge does not make any
student complete so practical implications are very important and internship helps to explore
practical knowledge. Below are some lessons that I achieved during this internship program.
 48 days working experience
As an intern assigned at CSD, I had 48 days working experience. I experienced how to
deal with the customer for creating and maintaining relation between customer and bank.
I got to experience how to work under pressure and on time. I even knew about the
importance of fragmentation in the works.
 Knew about the importance of banks and banking sector in economy
Banks collect the saving of the individuals and lend them out to business-people and
manufacturers. Bank loans facilitate commerce. Manufacturers borrow from banks the
money needed for the purchase of raw materials and to meet other requirements such as
working capital. It is safe to keep money in banks. Interest is also eared thereby. Thus, t
Desire to save is stimulated and the volume of savings increases. The saving can be
utilized to produce new capital assets.
 Knew about how the daily transaction are carried out in bank
For the average person bank accept deposits, make loans, provide safe place for money
and valuables, and act as a payment agent between merchants and banks. To make
money, bank use deposits and whole sale deposits, share equity and fees and interest
fromdebt, loans and consumer lending, such as credit cards and bank fees.
 Had knowledge about different services provided by banks

31
Knew about all the services provided by the bank. There are various services like cash
deposit machine service, branchless banking, ABBS service, E-banking, Mobile
banking,ATM card service, remittances.
 Knew about the structuring of the institute and their functions
Plays a significant role in fulfilling the short-term and medium-term financial
requirements of industries. They do not provide long-term credit, so that liquidity of
assets should be maintained. The funds of commercial bank belong to the general public
and are withdrawn at a short notice; therefore, commercial banks prefers to provide
credit for a short period of time backed by tangible and easily marketable securities.
Commercial banks, while providing loans to businesses, consider various factors, such
as nature and size of business, financial status and profitability of the business, and its
abilityto repay loans.
 Knew about the market positioning of RBB:
RBB has a history of serving Nepalese people far and wide across the country over more
than half a century now. Established in 2022 B.S., over its history the bank witnessed
many changes, stressful years of business, the jeopardy of existence, many lessons learnt
and successful transition towards a strong, efficient and competitive bank. approach have
resulted to stand itself strongin the competitive environment.
 Learned about the overall function of different departments:
Tellers, loan officers and customer service managers work within retail banking. These
banking professionals help customers with savings and checking accounts, personal
loans, credit cards, debit cards and mortgages. Loan servicing department handle
individual and business loan payments and collections, while wealth management
professionals help thebank’s customers with financial planning and investment portfolio
management services.
 Learned how to handle and overcome working problems:
The approach that I have developed during 4 months of internship and which I found
works best is to be dead honest about what’s going on, admitting the problem even if we
don’t know how and when it is going to be resolved. I even came to knew that even if
wehave no idea how to solve a certain issue, it’s better to take the time and research it a
littlebit or maybe consult with team-mates or senior staffs.

32
REFERENCES
Rastriya Banijya Bank. (2019). Retrieved from
Wikipedia:
https://en.wikipedia.org/wiki/Rastriya_Banijya_
Bank
Rastriya Banijya Bank. (2023). Rastriya Banijya Bank.
Retrieved fromhttps://www.rbb.com.np/intro.php
Manisha Thakur. (2018). The analysis of customer service operation at RBB. janakpur: Siam
University.
Manogya Shrestha. (2019). Customer Service Department of Himalayan Bank Limited.
Janakpur: Siam University.
Port, M. (2011). Develop your personal brand identity [Video file]. Retrieved from:
http://common.books24x7.com.library.sheridanc.on.ca/toc.aspx?bookid=42004
Tong, H., & Taylor, R. J. (2008). Marketing lessons that will help shape the future. Journal
of Marketing,33 (2), 189‐196.
Delaney, K. J., Karnitschnig, M., &Guth, R. A. (2008, May 5). Microsoft ends pursuit of Yahoo,
reassesses its online options. The Wall Street Journal, pp. A1, A12.
Nepal Rastra Bank. (2023). Retrieved from Board Of Members: https://www.nrb.org.np/bod/
Download
Websites:
www.rbb.com.np
www.nrb.org.com
https://www.nrb.org.np/red/optimal-number-of-banks-and-
financial-institutions-in-nepal/

33
APPENDIXES
Appendix 1: list of commercial bank in Nepal
S.No. Name of Bank Operation
Date
(A.D.)
Head Office Paid up
Capital(R
s in crore)
1 Nepal Bank Ltd. 1937/11/15 Dharmapath,Kathmandu 1440.59
2 Agriculture
Development Bank Ltd.
1968/01/21 Ramshahpath, Kathmandu 1862.06
3 Nabil Bank Ltd. 1984/07/12 Beena Marg, Kathmandu 2283.29
4 Nepal Investment Bank
Ltd.
1986/03/09 Durbarmarg, Kathmandu 1830.75
5 Standard Chartered
Bank Nepal Ltd.
1987/02/28 Nayabaneshwor, Kathmandu 942.95
6 Himalayan Bank Ltd. 1993/01/18 Kamaladi, Kathmandu 1296.87
7 Nepal SBI Bank Ltd. 1993/07/07 Kesharmahal, Kathmandu 982.59
8 Everest Bank Ltd. 1994/10/18 Lazimpat, Kathmandu 946.73
9 Kumari Bank Ltd. 2001/04/03 Tangal, Kathmandu 1471.12
10 Laxmi Bank Ltd. 2002/04/03 Hattisar, Kathmandu 1155.13
11 Citizens Bank
International Ltd.
2007/04/20 Narayanhitipath, Kathmandu 1420.10
12 Prime Commercial
Bank Ltd.
2007/09/24 Kamalpokhari, Kathmandu 1865.63
13 Sunrise Bank Ltd. 2007/10/12 Gairidhara, Kathmandu 1011.89
14 Century Commercial
Bank Ltd.
2011/03/10 Putalisadak, Kathmandu 955.39
15 Sanima Bank Ltd. 2012/02/15 Alkapuri, Naxal, Kathmandu 1132.74
16 Machhapuchhre Bank 2012/07/09* Lazimpat, Kathmandu 1025.72

34
Ltd.
17 NIC Asia Bank Ltd. 2013/06/30* Thapathali, Kathmandu 1156.40
18 Global IME Bank Ltd. 2019/09/04* Kamaladi, Kathmandu 2379.58
19 NMB Bank Ltd. 2019/09/28* Babarmahal, Kathmandu 1836.67
20 Prabhu Bank Ltd. 2016/2/12* Babarmahal, Kathmandu 1270.87
21 Siddhartha Bank Ltd. 2016/7/21* Hattisar, Kathmandu 1252.44
22 Bank of Kathmandu
Ltd.
2016/7/14* Kamalpokhari, Kathmandu 1062.40
23 Civil Bank Ltd. 2016/10/17* Sundhara, Kathmandu 907.58
24 Nepal Credit and
Commerce Bank Ltd.
2017/01/01* Thapathali, Kathmandu 1113.97
25 Rastriya Banijya Bank
Ltd.
2018/05/02* Singhadurbarplaza,Kathmandu 1394.04
26 Mega Bank Nepal Ltd. 2018/05/13* Kamaladi, Kathmandu 1612.05
*Joint operation date after merger(Source:NRB Mid Oct 2022)
Appendix 2: Deposit Account Details
S.N.
Name of Account Minimum
Balance
Annual Interest
1.
Current a/c 3000 0
2.
Normal Saving 1000 6.42%
3.
Maha Laxmi Saving 5000 8.22%
4.
Karnna Yogi Saving 5000 8.22%
5.
Student Saving 100 6.42%
6.
Teacher Saving 500 8.22%
7.
Social Security Saving 0 8.22%

35
8.
Pension Saving 0 8.22%
Source: (Different types of saving and their interest rate with effect from Magh 1, 2079
RBBL.org.np)
Appendix 3: Loan Account Details
Lending Products Premium Rate
Working Capital Loan
A. Overdraft 3% to 4%
B. Hypothecation 3% to 4%
C. Demand Loan 3% to 4%
D. Pledge loan 3% to 4%
Industrial Loans
A. Upto two Crores 2%
B. More than two crores 2% to 4%
Commercial Loan
A. Housing/ Real Estate 3% to 5%
Loan against RBB’s Fixed Deposit Coupon + 2.00
Priority Sector Loan 2% to 4%
Deprived Sector Loan
A. Individual (upto 2 Lakh) 2%

36
B. Institutional 2% (Wholesale)
2% (Direct)
Agriculture Loan 2.5% to 3%
Export Refinancing As per NRB Directives
Hire Purchase Loan 3.5% to 5%
Refinancing 3% to 5%
Home Loan
Up to 5 years 3.75% to 5%
Up to 10 years 4% to 4.25%
Up to 15 Years 4.25% to 4.5%
Your Own Home Loan
Up to 5 years 3.00%
Up to 10 years 3.25%
Upto 15 Years 3.5%
Up to 20 Years 4%
Maha Laxmi Home Loan (Including Apartment) 4.00% to 4.25% (Upto 10 years)
4.25% to 5% ( up to 15 years)
Auto Loan 4.5%
Teacher’s Loan 3.5% to 4%

37
Rastra Sewak Loan 3.5% to 4%
Education Loan 3.5% to 4%
Loan against Shares 4% to 6%
Mortgage Loan 4% to 6%
Personal Loan 3.5% to 4%
Consortium Loan As per agreement
Source: Different types of loans and their interest rate with effect from Magh 1, 2079
RBBL.org.np)
Appendix 4: Logo of Rastriya Banijya Bank

38
Figure 2.1 Organizational Structure of RBBL

39
Appendix 5: Internship duration
Departments Number of Weeks
1st 2nd 3rd 4th 5th 6th 7th 8th
Customer Service Department
Cheque Clearing
ATM
Administration

Rastriya Banijya Bank Maharajgunj Internship Report

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