Intern Report

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  • Topic: Bank, Cheque, Deposit account
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  • Published : May 31, 2013
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CUSTOMER SERVICES IN

RASTRIYA BANIJYA BANK LIMITED

Submitted by

Arun Dhungel

Exam Roll No. : 5628-08

Registration No.:

An Internship Report

Submitted to

Nepal Commerce Campus

Faculty of Management

Tribhuvan University

In partial fulfillment of the requirements for the degree of

Bachelors of Business Administration (BBA)

New Baneshwor, Kathmandu

September, 2012

ACKNOWLEDGEMENTS

TABLE OF CONTENTS

Recommendation

Letter from organization

Acknowledgement

Table of contents

List of tables

List of figures

Abbreviations

CHAPTER 1

INTRODUCTION

1. Background of the study

2. Objectives of the study

3. Methodology

1. Sources of Data and Information

2. Selection of the Organization

3. Placement and Duration

4. Activities Performed

1.4 Limitation of the study

CHAPTER 2

INTRODUCTION OF THE INDUSTRY

1. Background

2. Global Banking History

3. Nepalese Banking History

4. List of Commercial Banks in Nepal

CHAPTER 3

INTRODUCTION OF THE ORGANIZATION

3.1Introduction

3.2Vision and Mission

3.3Services offered by RBB

3.4Financial Position of RBB

CHAPTER 4

Analysis of Activities Done

1. Analysis of Activities Performed in Customer Service Department

2. Analysis in rest of the Departments

4.2.1 Remittance Department

4.2.2 Credit Department

4.2.3 Administrative Department

CHAPTER 5

CONCLUSION AND LESSON LEARNT

5.1Conclusion
5.2 Lesson Learnt

BIBLIOGRAPHY
APPENDICES

LIST OF TABLES

Table no. DetailsPage no.

1.1 Duration in each Department 4

3.1 Net Profit Trend of RBB 12

3.2 Interest Rates on Deposit 12

4.1 Minimum Balance Requirement 16

4.2 Commission Charged 21

LIST OF ABBRIVIATIONS

ABBSAny Branch Banking Services

ATMAutomated Teller Machine

BBA Bachelor in Business Administration

BODBoard Of Director

CSDCustomer Service Department

DRM Deposit and Relationship Management

NRBNepal Rastra Bank

OBCOut Bill Collection

RBB Rastriya Banijya Bank

TU Tribhuvan University

CHAPTER ONE
INTRODUCTION

1. Background of the Study

An internship is a work-related learning experience for individuals who wish to develop hands on work experience in a certain occupational field. Undergraduate of Tribhuvan University on Bachelor of Business Administration (BBA) are assigned with 8 weeks of internship as a part of completion of their graduation. One can choose any of the institutions within the scope of the course of the BBA.

A customer service department is the part of bank which deals with customer, and their complaints and orders. Customer service helps organization deliver its services or products in a way athat allows the customer to access them in the most efficient, fair, cost effective, and humanly satisfying and pleasurable manner possible. (Kallendorf A.C.I., www.bizwatchonline.com)

Customer service is fundamental for a business to distinguish itself from its rivals. The department is responsible for interaction with final customers and hence it portrays the overall image for bank (or any institution). Customer's attitude...
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