CHAPTER ONE

INTRODUCTION

1.1 Background of the study

Sharda 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 postgraduate program under Sharda University School of

Business Studies which offers management internship to the students pursuing MBA

in the third semester. The internship is 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.

1
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 the completion of an internship is not

guaranteed.

This report is basically a Research internship (Post 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 as a wise

decision as they can learn wider area under same roof.

Prabhu Bank Limited is a 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 Teku, 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
1.1.1 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. Theoretical classes of MBA provide us theories regarding different

subjects whereas practical 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.

1.1.2 Limitation of the Study

There have been some limitations from which these report suffers. The limitations

are briefly pointed out below:

 Time is the first limitation as the duration of the program was of two months

only.

3
  Another limitation of this report is Bank’s policy of not disclosing some data

and information for obvious reason, which could be very much useful.

 The data that seems insufficient may be suffering from lack of reliability to

some extent.

 Supply of more practical and contemporary data is another shortcoming.

1.2 Meaning of Bank

Bank is a financial institution which deals with the monetary transactions. The major

function of the bank is to accept deposits and providing loans. The bank attract

deposits from various investors by providing certain rate of interest, and investing the

accumulated funds as loans to others who are in need of fund by charging slightly

higher rate of interest than they provide to the depositors. Bank acts as an

intermediary who bridges the gap between the savers of fund and the users of fund.

Basically, banks are those financial organization that offer the widest range of

financial services especially credit, saving and payment services and perform the

widest range of financial functions of any business firm in the economy.

Different scholars have defined bank in different ways. Some definitions of bank are

as follows:

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. This difference is referred to as the spread between the cost of funds and

the loan interest rate. Historically, profitability from lending activities has been

4
cyclical and dependent on the needs and strengths of loan customers. In recent

history, investors have demanded a more stable revenue stream and banks have

therefore placed more emphasis on transaction fees, primarily loan fees but also

including service charges on an array of deposit activities and ancillary services

(international banking, foreign exchange, insurance, investments, wire transfers, etc.).

Lending activities, however, still provide the bulk of a commercial bank's income.

1.3 History of Bank

The banking industry that we have today is the outcome of a series of stepwise

development that have occurred in the process of its evolution. The banking sector

went through the process of evolution due to the unceasing demand for the

improvements in service delivery and the increasing need and expectations of

customers as well the political reforms that have taken place over the decades.

The early bankers are the Lombard who was originally from the plains of Lombardy

of Northern Italy. They introduced banking practice in England. These Lombard were

eventually bankrupted because they lent money to kings who did not repay them.

After the Lombard, the goldsmiths practiced banking as a sideline to their normal

activities in the bullion and jewelers fields. The early goldsmiths used to have large

vaults, which were soundly built and heavily guarded. The person who deposited his

surplus funds with the goldsmith became a 'depositor' and naturally paid for the

privilege of having his money defended this way. These payments were called 'Bank

Charge'. The depositors who needed funds to pay wages or debts, could call at the

bank and collect such sums as required.

5
The very first banks were probably the religious temples of the ancient world where

gold was stored. Their owners justly felt that temples were the safest places to store

their gold as they were constantly attended, well built and were sacred, thus

dissuading the would-be thieves. There are existing records of loans from the 18th

century BC in Babylon that were made by temple priests to merchants. Ancient

Greece holds further evidence of banking. Greek temples as well as private and civic

entities conducted financial transactions such as loans, deposits, currency exchange,

and validation of coinage. Interestingly, there is evidence too of credit, whereby in

return for a payment from a client, a money lender in one Greek port would write a

credit note for the client who could “cash” the note in another city, saving the client

the danger of carrying coinage with him on his journey.

Ancient Rome perfected the administrative aspect of banking and saw greater

regulation of financial institution and financial practices. Charging interest on loans

and paying interest on deposits became more highly developed and competitive. The

bank of Venice, established in 1157A.D is supposed to be the ancient bank.

Originally, it was not a bank in real sense being simply an office for the transfer of the

public debt. Subsequently, Bank of Barcelona (1401) and Bank of Geneva (1407)

were established. The ‘Bank of England’, first English Bank, was established in 1694

A.D. The ancestors of modern day banks have been attributed to the merchants, the

goldsmiths and the moneylenders.

1.4 Development of banking industry 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 still in the evolutionary phase. The establishment of

6
“Kauai Toshi Khana” as a banking agency during the time of King Prithvi Narayan

Shah and “Tejarath Adda” can be regarded as the initial steps in the direction of start

of banking development in Nepal. In the context of Nepal, the development of banks

can be summarized in three phases:

Phase I: The establishment of ‘Tejrath Adda’ during the Tenure of Prime Minister

Ranoddip Singh in 1933 B.S. (1876A.D) was the first step towards the institutional

development of banking in Nepal. It was fully subscribed by the government in

Kathmandu. Tejrath provided credit loans to the general public at 5% interest rate on

securities i.e. gold, silver and other ornaments. Its objective was to provide credit or

loans to the general public but it failed to accept deposits from them.

Phase II: The modern banking in Nepal was started with the establishment of Nepal

Bank Ltd. In 1994 B.S., having felt the need of development of banking sector and to

help the government formulate monetary policies, Nepal Rastra Bank was set up in

2013 B. S. as the central bank of Nepal. In B.S. 2022, Government set up Rastriya

Banijya Bank as a fully government owned commercial bank. The Agricultural

Development Bank was established B.S. 2024. This bank was established with the

objective of increasing the life prabhu of the people who are involved in agriculture.

Phase III: To operate all commercial banks uniformly under single act, “Commercial

Bank Act 2031” was enacted. In 2041 B.S, Nepal Government established five rural

development banks under the control and supervision of Nepal Rastra Bank. These

banks include:

 Eastern Rural Development Bank

 Central Rural Development Bank

7
  Western Rural Development Bank

 Mid-western Rural Development Bank

 Far-western Rural Development Bank

1.5 Introduction of Prabhu Bank

Prabhu Bank Limited operated with a goal of becoming the best bank operational

excellence and superior financial performance. Prabhu Bank, a commercial bank

formed through merger of Kist Bank, Prabhu Bikas Bank, Gaurishankar Development

Bank and Zenith Finance, started its commercial operation from September 14, 2014.

The four financial institutions started joint operation based on final merger approval

extended by Nepal Rastra Bank (Central Bank of Nepal) in August.

It is public limited company incorporated under the Bank and Financial Institution

Act, 2006 and Companies Act, 2006. It is licensed under NRB to undertake the

commercial banking services and merchant banking activities in the country. The

bank has a paid-up capital of Rupees 3.21 billion, is the sixth largest commercial bank

in terms of capital. The bank’s capital base has gone up following the merger. Its hold

deposits of around Rs 32 billion and maintains credit portfolio of Rs 23.78 billion.

The shares of the bank are listed at Nepal Stock Exchange Limited (NEPSE), the only

exchange in the country, as ‘A’ category share.

It has 137 branch offices, 126 ATM kiosks, 850,000 clients and 1,435 staff members.

It stands for customer’s convenience and support. It is driven by values of efficiency

in operation, integrity and a strong focus on catering the needs of every customer by

offering high quality and cost effective products and services. The professional

management team along with dedicated employees is always looking forward to serve

8
the customers, understand their needs and design tailored products. The bank operates

in highly automated environment in terms of information technologies and

communication systems.

Thus, enabling prompt quality services it has put substantial efforts and investments

in acquiring the best technologies are available to build necessary banking

infrastructures.

1.6 Mission/ Vision and Aims

Mission statement

 Prabhu bank mission is to become a leading bank by providing best quality

financial products and services to our customers.

 Enhancing shareholders value, contributing to the economic prosperity of the

country and creating excellent growth opportunity for our employees.

Vision statement

 Our vision is to become the best bank based on operational excellence and

superior financial performance.

 To deliver the comprehensive banking solution strengthening its extensive

network.

 Contributing for the development of agriculture sectors. To be Mass-based

complete Bank serving from urban to Rural.

9
Aims

Prabhu Bank was incorporated with the following main aims and objectives:

 Properly mobilizing the available talent, labor and capital for the

establishment, development, expansion and diversification of productive and

employment oriented business in the rural as well as cities and towns.

Similarly, providing necessary financial resources, technical and management

consultancy, technology and training for the same and thereby actively

contributing towards the alleviation of poverty in the country are on its list.

 Providing quality and reliable financial services to the general public by

protecting the rights and interest of the depositors and shareholders is another

objective it carries. Mobilizing the financial resources from company’s

internal as well as from external sources from the establishment.

Development, expansion and diversification of agriculture, industry, service,

business and other commercially viable projects in the country and thereby

helping the economical development of the country. Acting as financial

resources spread all over the country and mobilizing the same for the

economic development of the country through fair competition. It also aims on

providing technologically innovative services to its customers.

10
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 Babarmahal, Kathmandu, Nepal. Board of Directors is the apex

body of the bank which formulates policies as well as strategies and provides

guidance 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.

11
1.8 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 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 offices. Field offices are under further categorized into three

levels; main branch, branch and sub-branch depending particularly upon their volume

of business. The head office is the policy making body at the top, field offices are

implementing units at the bottom and ROs with monitoring and supervisory role in

between.

12
 Mr. Devi prakash Bhattachan (Director)

Mr. Pushpa Bahadur pradhan Ms. Ambika Sharma lamichhine

(Director) (Director)

Mr.Ramesh singh khadka Mr. Dakshya poudyal Mr. Shankar kalikota

(Director) (Director) (Director)

13
1.9 Major services provided by Prabhu Bank

Deposits

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 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.

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.

14
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.

E-Banking Service

Prabhu E-Banking Services is an internet based Service offered by the Bank to its

valued customers. Prabhu E-Banking, 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.

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.

15
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, 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.

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.

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.

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.

16
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.

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.

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.

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.

17
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.

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.

1.10 Functions of Prabhu Bank

Accepting Deposits

The most important function of Prabhu Bank is to accept deposits from the public.

Various sections of society, according to their needs and economic condition, deposit

their savings with the banks.

Therefore, keeping the needs and interests of various sections of society, banks

formulate various deposit schemes. Generally, there are three types of deposits which

are as follows:

 Current Deposits

The depositors of such deposits can withdraw and deposit money whenever

they desire. Since banks have to keep the deposited amount of such accounts

in cash always, they carry either no interest or very low rate of interest. These

deposits are called as Demand Deposits because these can be demanded or

18
 withdrawn by the depositors at any time they want. Such deposit accounts are

highly useful for traders and big business firms because they have to make

payments and accept payments many times in a day.

 Fixed Deposit

These are the deposits which are deposited for a fixed period of time. This

period is generally not less than one year and, therefore, these are called as

long term deposits. These deposits cannot be withdrawn before the expiry of

the stipulated time and, therefore, these are also called as time deposits.

The interest rate on fixed deposits are generally high because banks can these

deposits for fixed period without having the fear of being withdrawn. If,

withdrawn before the maturity period bank charges certain amount.

 Saving Deposit

In such deposits, money up to certain limit can be deposited and withdrawn.

On such deposits, the interest rate is very low. The main objective of saving

deposit is to mobilize small savings in the form of deposits. These deposits are

generally done by salaried people and the people who have fixed and less

income.

Giving Loans

The second important function of commercial banks is to advance loans to its

customers. Banks charge interest from the borrowers and this is the main source of

their income. Banks advance loans not only on the basis of the deposits of the public

rather they also advance loans on the basis of depositing the money in the borrowers.

19
In other words, they create loans out of deposits and deposits out of loans. This is

known as credit creation by commercial banks.

Modern banks give mostly secured loans for productive purposes. In other words, at

the time of advancing loans, they demand proper security or collateral. Generally, the

value of security or collateral is equal to the amount of loan. This is done mainly with

a view to recover the loan money by selling the security in the event of non-

refundable of the loan. At times, banks give loan on the basis of personal security

also. Therefore, such loans are called as unsecured loan. Banks generally give

following types of loans and advances:

 Cash Credit

In this type of scheme, banks advance loans to its customers on the basis of

bonds, inventories and other approved securities. Under this scheme, banks

enter into an agreement with its customers to which money can be withdrawn

many times during a year. Under this set up banks open accounts of their

customers and deposit the loan money. With this type of loan, credit is created.

 Demand Loans

These are such loans that can be recalled on demand by the banks. The entire

loan amount is paid in lump sum by crediting it to the loan account of the

borrower, and thus entire loan becomes chargeable to interest with immediate

effect.

20
  Short Term loan

These loans may be given as personal loans, loans to finance working capital

or as priority sector advances. These are made against some security and entire

loan amount is transferred to the loan account of the borrower.

Over Draft

Banks advance loans to its customers up to a certain amount through overdrafts, if

there are no deposits in the current account. For this banks demands security from the

customers in terms of minimum balance and charge very high interest rate.

Discounting of Bills of Exchange

This is the most prevalent and important method of advancing loans to the traders for

short term purposes. Under this system, banks advance loans to the traders and

business firms by discounting their bills. In this way, businessmen get loans on the

basis of their bills of exchange before the maturity period.

Investment of Funds

The banks invest their surplus funds in three types of securities- Government

securities, other approved securities and other securities. Government securities

include both, central and state governments, such as treasury bills, national savings

certificate etc. Other securities include securities of state associated bodies like

electricity boards, housing boards, debentures of Land Development Banks units of

UTI, shares of Regional Rural Banks etc.

21
Agency Functions

Banks function in the form of agents and representatives of their customers.

Customers give their consent for performing such functions. The important functions

of these types are as follows:

(i) Banks collect cheques, drafts, bills of exchange and dividends of the

shares for their customers.

(ii) Banks make payment for their clients and times accept the bills of

exchange of their customers for which payment is made at the fixed time.

(iii) Banks pay insurance premium of their customers. Besides this, they also

deposit loan installments, income tax, interest etc. as per requested by the

customer.

(iv) Banks purchase and sell securities, share and debentures on behalf of their

customers.

Miscellaneous Function

Besides the functions mentioned above, banks perform many other functions of

general utility which are as follows:

(i) Banks provide locker facility to their customers for the safe custody of

valuable assets of their customers such as goal, silver, legal documents etc.

(ii) Banks collect necessary and useful statistics relating to trade and industry.

(iii) Banks give reference for their customers.

(iv) For facilitating foreign trade, banks undertake to sell and purchase foreign

exchange.

22
 (v) Banks advise their clients relating to investment decisions as specialist.

(vi) Banks issue letters of credit.

(vii) Bank does the under-writing of shares and debentures also.

(viii) During natural calamities, banks are highly useful in mobilizing funds and

donations.

(ix) Banks provide loans for consumer durable like Car, Air-conditioner and

Fridge etc.

1.11 Goals and Objectives of Internship

My internship program was conducted as a partial fulfillment of the Master of

Business Administration (MBA) course under Sharda University. The main objective

of this program is to gain experience in the banking sector of Nepal. Some points to

describe my individual objectives of the internship program are as follows:

 To learn how day to day operations of the bank are conducted.

 To understand the importance of all the departments in the accomplishment

the ultimate goal of the organization.

 To be able to relate the text book knowledge with the practical experience

gained in the workplace.

 To be able to develop all the personal and professional skills required in the

workplace.

 To apply theoretical knowledge in the real work environment.

I perceived this internship program as a great opportunity for a meaningful career

related experience. I considered it as a way for preparing myself to enter into job

environment after graduation. My primary goal of internship program was to able to

23
apply theoretical knowledge in the real world situation and to develop all the

necessary skills to perform my job responsibly.

To achieve the goals and objectives of the internship program, I dedicated a lot of

time and effort in the learning new concepts and ideas from our mentors and

supervisors.

1.12 Background of Internship

Internship is a period during which an individual works for an organization or a

company in order to get experience through direct involvement in daily activities of

the organization. It gives a valuable experience and a chance to get exposed to the

business environment. Interns are usually college or university students, but they can

also be high school students or post graduate adults seeking skills for a new career.

Student internships provide opportunities for students to gain experience in their field,

determine if they have an interest in a particular career and create a network of

contacts. It provides real world experience. It is a system by which the students get an

opportunity to experience the real work environment through indulgence into the real

task accomplishment where one learns by doing things.

This internship program is designed by Sharda University for the period of eight

weeks f o r t h e p a r t i a l fulfillment for the degree of MBA. Being the student of

MBA program, and specializing in finance, it was preferable to choose internship in the

banking sector to gain experience and practical knowledge about it.

I choose Prabhu Bank, Teku branch, to have a general idea about the banking

activities. I got a chance to put my theoretical knowledge to a practical know-how and

24
internship program is all about gaining a practical knowledge about the subject

matter.

1.13 Internship Activities

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:

1.13.1 Customer Service Department

In the Customer Service Department. I was assigned with the following tasks:

Responsibilities at Customer Service Department

Attending Customers

At the prabhu bank Ltd., when clients pay visit into the bank, they are first greeted by

the front linestaff positioned at Customer Service Department and they are asked

about their purpose of visit. Then Customer are guided or followed by the staff as per

their requirement, after understanding their purpose. For example if they want to open

an account, they will be systematically guided by the staff through the selling process.

Explaining Products and Services to Clients

There are various functions about CSD; Selling function is one of the core functions

of CSD, where any tangible products aren’t sold but bank’s intangible products that

are the banks deposit accounts are explained to the customer. Prabhu bank limited has

various products and service; each and every product is explained in general to the

customer. If the Customer is convinced, and if they are able to align the product

attributes with their requirement then they likely to open a bank account.

25
Managing Clients Information System

Another important functions carried out at CSD, is managing customer data base,

from clients first account entry to clients account termination. Here at CSD, were had

an opportunity to use Pumari 4 Banking Software, where I was assigned to process

information of account application form into information system, that generate, clients

information, including other crucial information such as customer’s account number

to their funds deposited at the banks. This opportunity made me familiar with the

banking software.

Maintaining Customer Files

As operational duty, I had to work for CSD, where I was also assigned to manage the

files and Documents relating to customer accounts, for further smooth and efficient

functioning, which would benefit overall corresponding departments, for example

Cash and gold loan department. After the clients information are kept into the

information system of bank, the hard copy data such as signature specimen card and

application forms should be efficiently managed, for future reference. At CSD I had

to maintain documents including account application form, check requisition, check

inventory, ATM issued registers, and statement registers. These documents where

correctly managed with the objective to provide reference in future.

Providing Checks and Receiving Checks Requisition

At CSD Check requisition form received, which are basically attached to the customer

in the account opening form, and after opening an account, and check requisition form

is processed to develop customer’s checks. After processing the check requisition, we

provided them cheques within a day of receiving cheque requisition slip.

26
Balance inquiry

At CSD, provide information about customer account balance to the related customer

by using pumari banking software. Open pumari-inquiry-put a/c n.-open

Cheque print

Steps in cheque printing are open pumari -MICR-a/c put- s.n cheque- cheque no.-

make.

On demand statement

Provide account statement to customer when they request by using pumari banking

software. The process of account statement is are as follows: open pumari-on demand

statement-put account n.- date- open- print.

1.13.2 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.

1.13.3 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.

27
1.14 SWOT Analysis

SWOT Analysis identifies and analyses the main internal and external factors that will

influence the future direction and success of a business. It comprises of strengths and

weaknesses which are the internal factors and opportunities and threats which are the

external factors that affect the organization. Such analysis helps managers in strategic

planning. SWOT analysis of Prabhu Bank is as follows:

Strengths

 Good reputation in the budgeting industry.

 Dedicated, experienced and well trained employees.

 Up to date with the latest technology and information systems.

 Diversified product and services provided to customers.

 Proper links with the foreign banks.

 High capital base compared to other banks.

 Adequate number of branches all over Nepal.

 Well qualified and professional management team.

 Lower weighted average cost of deposit and higher interest rate of spread.

Weaknesses

 Inadequate marketing of its products and services.

 Need of effective manpower planning.

 Frequent problems in the ATM machines.

 Lack of quick customer response.

 The customer service department is not able to operate efficiently.

28
Opportunities

 It can take advantage of its good reputation and further expand its customer

base.

 It can provide better training to their employees to be able to adapt themselves

with the new technology.

 Being technically ahead than the competitors can help Prabhu Bank to have an

edge over other banks.

 It can further increase its spread with the provision of new schemes.

 It can establish links with the foreign banks to provide extra facilities.

 It can take advantage of its high capital base and provide loan in productive

sectors.

 It can come up with new innovative products and services.

 Reduction in the necessity of lending to the priority sectors.

 The bank has an opportunity to invest various other areas of rural development

and hydroelectricity.

Threats

 Political problems ongoing in the country.

 Lack of stable government.

 Rapid increase in the number of commercial banks.

 Lack of attractive and profitable investments.

 International economic recession.

 Various rules and regulations imposed by the government/NRB.

 Unfavorable socio-economic condition of the country.

29
 Highly informed customers pose a challenge for the bank to provide better

service.

 More competitive products being brought by other banks.

 Lack of effective manpower planning.

30
 CHAPTER TWO

DATA PRESENTATION AND ANALYSIS

2.1 Research methodology

Selection of the Topic:

The topic was approved by my respective advisor and it was thoroughly discussed

with her where madam provided her view so that a well-organized report can be

prepared.

Sources of Data:

 Primary Sources

 Secondary Sources

Primary Sources:

 Face to face conversation with the respective officers

 Direct Observation

 Practical desk work

 A survey is conducted to find out customer satisfaction level.

Secondary Sources:

 Annual report of Prabhu Bank Limited

 Prabhu Bank’s internal server and external websites

 Different documents provided by the concerned officers of the organization

31
  Relevant books, research paper and journals

Analysis, Interpretations and Presentation of Data:

Some diagram and tables are used to analyze the collected data and gave flawless

visible representation of the study.

Findings of the Study:

The collected data were analyzed methodically and pointed out in a synchronized way

and finally shown as findings at the last portion of the report.

Final Report Preparation:

The final report is prepared with the valuable information, suggestion, and feedback

of my supervisor, colleagues, and senior officers of Prabhu Bank Limited.

2.2 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.

32
 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.

2.3 Problem Solved in 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 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.

33
2.4 Customer satisfaction level on Prabhu Bank Limited

Customers are the life of any kind of business. Most of the business organizations in

the modern world are customer driven, trying to meet the customer’s expectation in

the best way. They always try to grab their most potential customers to increase their

market share. When the products and services provided by the companies meet the

expectations of the customer then the customer will be satisfied and will repurchase

product and he will be loyal customer to that company. In the banking sector in Nepal

customer satisfaction is also very important as because the competition in this sector

has been increasing. To retain their most loyal and to attract potential customer banks

should offer what the customer require and expectation. Prabhu Bank Limited is also

customer concentrated and always committed to provide best service to its customer

which is first priority of this bank.

As an intern of Prabhu bank limited I was assigned to resolve customer problem of

general banking and observe the customer expectation and requirement. From this I

got interest to find out the customer satisfaction level of Prabhu Bank Limited. Thus I

decided that my project will be the customer satisfaction level of the Prabhu Bank

Limited. Finding the customer satisfaction level is also important for a company to

take proper and effective decision. This will indicate the customer repurchase

intention, limitation on the service provided by the company, customers’ expectation,

points to improve which will play a vital role to take important decision by the

management. Customer service is an extremely important part of maintaining ongoing

client relationships that are important to continuous revenue. For this reason, many

companies have worked hard to increase their customer satisfaction level. Customer’s

satisfaction basically depends on various factors. Customers will be satisfied with the

34
bank when they will get excellent and quality services from employees of bank on a

continuous basis.

2.5 Method to find out Customer Satisfaction Level

 Making Questionnaire

 Survey

 Analysis of survey data

 Finding from the analysis

 Result

To find out the customer satisfaction level of Prabhu bank limited firstly I have made

a questionnaire of 15 questions which will be rated by the existing customer of Teku

Branch of Prabhu Bank Limited by 1-5 which will represent poor to excellent. The

survey will be conducted by response of 50 customers of this bank. The standard of

the rating is given below-

35
 1 Poor

2 Fair

3 Good

4 Very good

5 Excellent

After the survey I will analyze survey data and make a summary of the analyzed data

which is finding from the analysis. Finally I will give the survey result based on the

findings from analysis of survey data.

2.6 Analysis of survey data

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-

36
Employee behavior with the customer:

Employee Behavior with customer

18

16

14

12

10

0
Poor Fair Good Very good Excellent

Chart 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 25 customers which about 50% of

the 50 customers said “Good”. It means that they are somewhat satisfied with the

behavior of the employee of Prabhu Bank Limited.

37
Reasonable Service Charge:

Reasonable Service Charge

25

20

15

10

0
Poor Fair Good Very good Excellent

Chart 2: Reasonable Service Charge

Service charge taken by the bank is always a considerable factor to the customer to be

satisfied with. Customers were asked that Prabhu Bank Charges reasonably for the

service they are providing to the customer. Among 50 customers, 22 said “Very

Good” and 17 said “Good” that means 22 customers which is 44% of the sample are

satisfied with the service charge taken by the Prabhu bank. 17 customers which are

34% of the sample are somewhat satisfied with charge of service of the bank. This

indicates that service charge taken by the Prabhu Bank is quite reasonable than other

banks operating in the country.

38
Provide prompt and accurate service:

Provide prompt and accurate service

18

16

14

12

10

0
Poor Fair Good Very good Excellent

Chart 03: Provide prompt and accurate service

Getting Prompt and accurate service is one of the most important factors of customer

satisfaction. If one bank fails to provide prompt and accurate service then it will

obviously lose its valuable customer and affect of this can be devastating for the

prospect of the bank and it will be criticized. So it is very much important for both the

bank to consider as a first priority to provide. Survey shows that 17 customers of 50

which are 34 % said “Very Good” meaning that they are satisfied with prompt and

accurate service provided by the prabhu bank. Moreover, 17 of them are also said

“Good” means that they are somewhat satisfied with this. From this, we can say that

Prabhu bank provide prompt and accurate service to its customers.

39
Problem Solving Skills of the Employee:

Problem Solving Skills of the Employee

35

30

25

20

15

10

0
Poor Fair Good Very good Excellent

Chart 04: Problem Solving Skills of the Employee

Problem solving skills of employee of the Prabhu Bank is a significant matter to think

when we are trying to justify performance of a bank which resulted in satisfaction or

dis-satisfaction of the customer of the bank. Customer often face different problem

when making transaction, taking loan, depositing money and taking other service

provided by the bank. It is important matter to think how much willingness or

eagerness shown by employee and time taken to solve the problem. The biggest pillar

of the chart shows that 33 customers which are 66% said ” Very Good” meaning that

they are satisfied with problem solving skills of the employee.

40
Ensuring error free record:

Ensuring error free record

25

20

15

10

0
Poor Fair Good Very good Excellent

Chart 05: Ensuring error free record

Ensuring error free record of every transaction made by the customers and bank is

basic element and fundamental requirement for the bank. Among 50 customers, 17

people said “good” 20 of them which are 40% of the sample said “Very Good” and 13

of them said “Excellent”. This stat tells that almost everyone believes that Prabhu

Bank Limited ensure the error free record every transaction occur in the bank.

41
Facility of utility bill Payment:

Facilty of utility bill payement

35

30

25

20

15

10

0
Poor Fair Good Very good Excellent

Chart 6: facility of utility bill payment

Utility bill payment on the bank is one of the criteria where customers are interested

in. they want to pay bill to the nearest place of their home. If a bank provides this

opportunity then it will make customer happy. Here we can see that 30 persons among

50 which 60% are not satisfied with this service provided by the bank. I tried to know

why they don’t like this service of this bank, they said Prabhu bank accept electricity

and WASA bill but not gas bill. People have to go for another bank to pay gas bill.

This is one area where Prabhu Bank can improve. They need to know the customers’

requirement. It is irritating to pay electricity bill in one bank and pay gas bill to

another bank. This indicates customer dissatisfaction on utility bill payment factor.

42
Using modern and updated technology:

Using modern and updated technology

30

25

20

15

10

0
Poor Fair Good Very good Excellent

Chart 07: using modern and updated technology

Technology is very important in the present world in any business. In the banking

industry it is obvious. To record transaction the software they use and devices they

use are also considerable to find the customer satisfaction level. If the bank uses latest

and reliable software and devices then it will have an affect also on customer

satisfaction. It will make easy for the bank to do day today general banking activity

and others activity and this will have an impact on the customer. Here we can see that

26 or 52% customers said “Good” which means that they are somewhat satisfied and

15 customers or 30% of customers said “very good” meaning that they satisfied about

the using of modern and updated technology by Prabhu Bank Limited.

43
Provide quality network for ATM service:

Provide quality network for ATM serviceries

25

20

15

10

0
Poor Fair Good Very good Excellent

Chart 08: 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 12 customers said it is somewhat satisfactory.

44
Easy procedure of getting Loan:

Easy procedure of getting Loan

35

30

25

20

15

10

0
Poor Fair Good Very good Excellent

Chart 09: Easy procedure of getting Loan

Different banks have different procedure or process to provide loan to their customer.

Complexity or easiness of the process is also a considerable element which has impact

on customer satisfaction. If the process of getting loan is easy, precise and applicable

then customers will be happy and delighted by getting loan on easy condition. From

the survey, we can see that 31 customers which are 62% of the sample said “Very

Good” which mean that they are satisfied about the process, term and condition of

getting loan from Prabhu bank Limited. It is also indicate the process of providing

loan to the customer of Prabhu bank limited is easy and implementable.

45
Customer feels safe by making transaction:

Customer feels safe by making transaction

30

25

20

15

10

0
Poor Fair Good Very good Excellent

Chart 10: customer feels safe by making transaction

When the customer feels safe about their money transacted through the bank, we can

say that customers are satisfied the service bank provided. It is important factor for

customer satisfaction level of a company. The chart 10 shows that 24 customers out of

50 give their opinion as “Excellent” which is 48% of the sample. So that we can say

that they are fully satisfied and feel safe about their money deposited or transacted

through the bank.

46
Ensure good online banking service:

Ensure good online banking service

25

20

15

10

0
Poor Fair Good Very good Excellent

Chart 11: Ensure good online banking service

Online banking is a new dimension for the modern banking system. This is one of the

Value added service provide by different banks save time and cost for customer. With

help of internet connection customer will be able deposit money and make payment

by sitting at home. Prabhu Bank has offer online banking as well. Survey indicates

that 23 which 46% said that Prabhu bank provide good online banking service.

47
Well organized office environment:

Well organized office environment

25

20

15

10

0
Poor Fair Good Very good Excellent

Chart 12: Well organized office environment

Office environment influences the customer as well as the employee working in the

bank. If the office is well organized and decorated with quality furniture the employee

will feel fresh to work here and will have impact on their performance. Moreover the

customers also feel soothing and comfortable by being in bank office to get service

from the bank. It is also an important element of customer satisfaction. According to

the survey data we can see that 23 customer said “good” to well organized office

environment which means that they are somewhat satisfied with office environment

of the Prabhu bank teku Branch.

48
Keeps promises:

keeps promises
40

35

30

25

20

15

10

0
Poor Fair Good Very good Excellent

Chart 13: keeps promises

Keeping promise is also very important for a bank. If any does not keep promise

which it made the effect would be worse. The customer can leave the bank by being

deprived by the bank. Here we can see that 38 customer which about 76% are

satisfied with the keeping promise by the Prabhu Bank. It indicates that prabhu bank

keep promises what it made to its customer.

49
Waiting time to get service:

Waiting time to get service

25

20

15

10

0
Poor Fair Good Very good Excellent

Chart 14: Waiting time to get service

Weighted average time of waiting to get a service from the bank is also important

factor to be satisfied by the service from the bank. If the waiting time is longer, then

customer will obviously dissatisfied by the performance of the employee of the bank.

Here we can see that 22 customer out of 50 which is 44% saying that “Fair” indicate

that waiting time to get a service is not that satisfactory. It also indicates that waiting

tine is longer and performance of the employee is not that convincing.

50
Office Space:

Office Space
40

35

30

25

20

15

10

0
Poor Fair Good Very good Excellent

Chart 15: Office Space

Office space is also important element of justifying of customer satisfaction. When

the office is spacious the customer can stand comfortably on the queue for getting

service from bank. When there is narrow space then customer feels irritating. Here we

can see that, 37 out of 50 customers whish are 74% said “Good” means that they are

somewhat satisfied with the Office space. It indicate that Prabhu bank Teku Branch

has medium office space which quite okay.

51
2.7 Findings from analyzed data:

Here I will divide the findings from analyzed data into two sections. These are-

 Positive findings

 Negative findings

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

in Prabhu bank limited.

Positive findings:

 50% of the customers are somewhat satisfied with the employee behavior.

 44% customers are satisfied and 34% are somewhat satisfied with the service

charge of Prabhu Bank.

 34% of the customers are satisfied and 30% are somewhat satisfied with the

Prompt and accurate service by Prabhu Bank.

 66% of the customers are satisfied with the problem solving skills of the

employee.

 20% of the customers are satisfied with the, 26% fully satisfied and 34% are

somewhat satisfied with the ensuring error free record done by Prabhu Bank.

 52% of the customers are somewhat satisfied and 30% are fully satisfied about

the modern and updated technology used by Prabhu Bank.

 62% of the customers are satisfied with the Loan procedure of the prabhu

Bank.

52
  48% of the customers are fully satisfied and 32% are satisfied with the safety

of banking transaction through Prabhu Bank.

 46% of the customers are satisfied with the online banking service by Prabhu

bank.

 46% of the customers are somewhat satisfied with office environment of the

bank

 76% of the customers are satisfied about the keeping promise made by Prabhu

bank.

 74% of the customers are somewhat satisfied with the office space of this

branch.

Negative findings:

 60% of the customer are not satisfied with facility of utility bill payment

offered by Prabhu bank limited

 20% of the customers are not satisfied and 40% are not that satisfied with the

quality of the network provided to ATM service.

 22% of the customers are not satisfied and 44% of the customers are not that

satisfied with waiting time to get service from the Prabhu Bank.

53
2.8 Result of the Survey:

Comparison between positive findings and negative findings from the survey clearly

suggest that positive findings are far more than the negative findings. So we can say

that most of the customers are satisfied but not fully satisfied about the service and

facility provided by the Prabhu Bank Limited Teku Branch. However Prabhu Bank

has many areas where they can improve the quality of the service and atmosphere.

Moreover, they need to think about the customer requirement, desire and expectation

and should work according to this. They should build a strong relationship with the

customer by offering best service they can. They need to set goal to make the

customer fully satisfied by improving all the lacking they have. All the variables

discussed before like employee behavior, service charge, network, utility service,

accurate service, error free record, problem solving skills, and office atmosphere are

very important elements for the bank, have direct or indirect impact on the customer

satisfaction.

54
 CHAPTER THREE

SUMMARY CONCLUSIO AND RECOMMENDAION

3.1 Summary

Nepal being and under privileged country and more than ninety percent of people

being dependent upon agriculture, which sector is unable to provide full employment

to the people. HMG has to activate people in the nation’s development through

overall industrialization of nation. For which development of sound banking system is

necessary.

Modern commercial banks make the economy always alive and smart to run and

maintain day to day commercial, economical and banking transactions. In short,

banking transactions helps a country to develop its economy swiftly.

At present commercial banks include joint venture banks are operating in Nepalese

Banking Industries. It is remarkable fact that any country cannot have a developed

economy in the absence of modern banking system. As any development, work needs

a sufficient amount of capital and the lack of sufficient capital is also one of the main

reasons as Nepal has been backward in developing its economy.

Therefore, it is utterly important to find out whether or not the banks are serving an

important contribution to develop different sectors of the economy. Cash and Bank

Balance and Deposits occupies major portion of banking income. It plays a vital role

in updating the national economy.

There are too many banks and financial company in present market, which are trying

to give more interest and facility to the consumer for collection on deposit. For the

collection of more deposit Prabhu Bank should try to provide its scheme to other

55
account holders also. It should try to give other facility to the depositors for the

collection of deposit like giving some gifts for the old sincere customer.

The bank should give first priority to agriculture sector and industrial sector because

agriculture and industrial sectors are main sources of livelihood. Its rules and

regulation are not that strict. So, it should amend its rules and regulation according to

situation and central bank direction.

3.2 Conclusion

Prabhu Bank Limited has earned a good reputation around Nepal. Prabhu bank has

made remarkable progress, practically in every sphere of its activities. But they have

their competitors who actively striving to take the advantages in every side. They

should aware about this. They have reputation about online banking transaction.

Customers are quite satisfied about the online banking. But the users of online

banking are limited in regard to their total customers. It must be a concerning fact.

They try to satisfy their customer through providing different service. So, they should

improve their service quality to attract more customers. None the less, they have

launched new technology to give fastest service to their customers. For sustainable

growth, by implementing new technology and innovation they have to walk with the

time. In this purpose, they have to identify their strength and need to recover their

weak sides. Therefore, it is very important for the policymaker to adopt appropriate

policy with calculation interest rate. Therefore, that large capital can be mustard at

very low capital cost. It will encourage the industrial and commercial activities

eventually lending to better economic condition growth, social economic

development, and employment opportunities.

56
3.3 Recommendations

Some recommendations are being put forward on the basis of conclusion through

study:

 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.

 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.

 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.

 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.

 The bank should grab more opportunities as soon as possible by adopting

efficient and latest market strategies, traditional method should be left behind.

57
 Government, NRB and commercial banks should take necessary steps to form

and regulate banking habit of Nepalese people especially people of rural areas.

 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.

58
Bibliography of References

Website:

www.prabhubank.com

https://www.nrb.org.np

Book:

Cooper, Donald R. and Schindler, P.S.(2003) Business research Methods( 8th edition)

New Delhi: Tata McGraw-Hill.

Rachita Bista

Branch Manager, Teku Branch ph.n. +97701-4250806

Annual report

15th Annual Report of Prabhu Bank Ltd.

59
Appendix- Questionnaire

Questionnaires Poor Fair Good Very Excellent

good

Employee behavior with the customer 1 2 3 4 5

Reasonable Service Charge 1 2 3 4 5

Provide prompt and accurate service 1 2 3 4 5

Problem Solving Skills of the Employee 1 2 3 4 5

Ensuring error free record 1 2 3 4 5

Facility of utility bill Payment 1 2 3 4 5

Using modern and updated technology 1 2 3 4 5

Provide quality network for ATM service 1 2 3 4 5

Easy procedure of getting Loan 1 2 3 4 5

Customer feels safe by making transaction 1 2 3 4 5

Ensure good online banking service 1 2 3 4 5

Well organized office environment 1 2 3 4 5

Keeps promises 1 2 3 4 5

Waiting time to get service 1 2 3 4 5

Office Space 1 2 3 4 5

60