AN INTERNSHIP REPORT

ON

CUSTOMER SERVICE DEPARTMENT OF KUMARI BANK LIMITED

CHANAULI BRANCH

CHITWAN NEPAL

Submitted By:

Rojan Khanal

TU Registration Number: 7-2-240-88-2020

Symbol no. 28051/20

Submitted To:

Saptagandaki Multiple Campus

Tribhuwan University, Faculty of management

In partial fulfillment of the requirements for the degree of

Bachelor in Business Administration (BBA)

awarded by Tribhuwan University.

January, 2025
RECOMMENDATION

II
VIVA VOCE SHEET

III
INTERNSHIP CERTIFICATE

IV
 DECLARATION

This is it certify that I have completed the report titled “ An internship report on Kumari Bank
Limited” has been written by Mr. Rojan Khanal, degree of Bachelor of Business
Administration at the faculty of Management Tribhuwan University.

The information and data given in the report is authentic to the best of my knowledge. The
project work report is not submitted to any other university or institution for the award of any
degree or fellowship.

…………………..
Sincerely,
Rojan Khanal
BBA 8th Semester
TU Registration NO: 7-2-240-88-2020
Saptagandaki Multiple Campus TU
Narayangarh, Chitwan

V
 ACKNOWLEDGEMENT

The report entitled “An Internship Report on Customer Service Department of Kumari
Bank Limited, Chanauli Branch, Chitwan” is prepared for the partial fulfillment of the
requirements for the Degree of Bachelor of Business Administration offered by Tribhuwan
University,on the basis of the activities performed and experience gained during the internship
period. I would like to express my deep and sincere gratitude to Tribhuwan University, for
providing great opportunity to enhance my educational knowledge and build up skills of
practical working conditions.

Firstly, I would like to express my sincere gratitude to my supervisor, Kapil Dev Subedi, for
the guidance, constant supervision and clarification And the college management for
providing support and other necessary documents during the internship program and report
preparation.

Last but not the least, I also take opportunity to express my thankfulness to all my teachers,
staff members in the company and batch-mates. Without their impetus and cooperation, this
report-work wouldn’t have been materialized in this form.

Rojan Khanal
January, 2025

VI
 TABLE OF CONTENT
TITLE PAGE …….…………………………………………………………………….…...…I
RECOMMENDATION..............................................................................................................II
VIVA VOCE SHEET...............................................................................................................III
INTERNSHIP CERTIFICATE.................................................................................................IV
DECLARATION.......................................................................................................................V
ACKNOWLEDGEMENT........................................................................................................VI
TABLE OF CONTENT...........................................................................................................VII
LIST OF TABLE.......................................................................................................................X
LIST OF FIGURE.....................................................................................................................XI
EXECUTIVE SUMMARY.....................................................................................................XII
ABBREVIATION..................................................................................................................XIII
CHAPTER I................................................................................................................................1
INTRODUCTION.......................................................................................................................1
1.1Overview of the organization.............................................................................................1
1.2 Brief History......................................................................................................................1
1.3 Nature of the Organization................................................................................................2
1.4 Business Volume...............................................................................................................2
1.5 Nature and number of employees.....................................................................................3
1.6 Product and Services.........................................................................................................4
1.7 Organizational Structure...................................................................................................6
1.8 Overall and Concerned Department..................................................................................8
CHAPTER II...............................................................................................................................9
OBJECTIVE...............................................................................................................................9
2.1 Studying the chosen Organization....................................................................................9
CHAPTER III............................................................................................................................10
OBSERVATIONS....................................................................................................................10
3.1 Function of the concerned departments..........................................................................10
3.2 Details of assigned work responsibilities........................................................................11
3.3 Problem encountered during fulfilling work responsibilities..........................................12
CHAPTER IV...........................................................................................................................14
ANALYSIS AND REVIEW.....................................................................................................14
4.1 Critical Analysis of the theoretical concepts relating to practical experience in the
departments...........................................................................................................................14
4.2 Knowledge gain from the work assigned........................................................................14
CHAPTER V.............................................................................................................................16
CONCLUSION AND RECOMMENDATIONS......................................................................16

VII
 5.1. Contribution of internship in knowledge gain...............................................................16
5.2 General Comments and suggestions for the company....................................................18
5.3. Conclusion......................................................................................................................18
REFERENCES..........................................................................................................................20

VIII
 LIST OF TABLE

Table 1.1: Capital structure of KBL............................................................................................3

Table 1.2: Numbers of employee in the Branch.........................................................................4
Table 1.3: List of Board of Director...........................................................................................8

X
 LIST OF FIGURE

Figure 1.1: Organizational Structure...........................................................................................7

XI
 EXECUTIVE SUMMARY

Internship is a pathway between the theoretical knowledge and practicality in real world
business scenario. Tribhuwan University has been emphasizing internship as an academic
requirement to make such pathway for students. In this regard I choose Kumari Bank Limited.
The whole internship tenure was for eight weeks where I was provided with an opportunity to
work in Customer Service Department (CSD) and applying theoretical knowledge into
practical use.

The report is based on the importance and impact of customer service department in the
banking sector. The overall aim of CSD is to handle the customer query and solving the
customer problems and increasing the sales of goods and services. For corporate, commercial
and financial institutions is to ultimately increase profit. During the internship tenure in
Chanauli Branch, I learned various aspects of banking sector basically of the operation
department. Apart from this knowledge regarding operation department, it also improved my
soft skill such as communication skill, interpersonal skill as well as enhance my confidence
level to work in a team.

Besides this learning, I observed KBL has flatter organizational structure. The corporate
environment was so friendly and cooperative. The entire staffs in the branch were very
supportive, encouraging, inspiring and constantly guiding me toward my learning phase.

Throughout the internship tenure, I got to know how crucial is the operation department is to
the organization. I also got an opportunity to understand the mission, vision, core values and
corporate structure of Kumari Bank Limited.

XII
 ABBREVIATION
AML: Anti-Money Laundering
ATM: Automated Teller Machine
BBA: Bachelor of business Administration
BFI: Bank and Financial Institutions
BM: Branch Manager
CSD: Customer Services Department
CSR: Corporate Social Responsibility
CV: Curriculum Vitae
EMI: Equated Monthly Installment
FY: Financial Year/Fiscal Year
HR: Human Resource
IPO: Initial TUblic Offering
KBL:Kumari Bank Limited
KYC: Know Your Customer
NRB: Nepal Rastra Bank
PIN: Personnel Identification Number
SCT: Smart Choice Technologies Limited
SME: Small and Medium Enterprises Loan

XIII
 CHAPTER I

INTRODUCTION

1.1Overview of the organization

Kumari Bank Limited, came into existence as the fifteenth commercial banks of Nepal,
starting its banking operations from Chaitra 21, 2057 B.S (April 03, 2001) with an objective
of providing competitive modern banking services in the Nepalese financial market. It became
a national-level Commercial bank after its merger with Bank in 2072. Kumari Bank Ltd was
established by a group of enthusiastic, dedicated and successful professionals and
entrepreneurs from different fields including business, teaching, engineering, doctors,
banking, accounting, management etc. They are multicultural, multilingual members of our
communities. Under the guidance of reTUted Board of Directors and professional and
dynamic management team having extensive experience with proven track-record in the
banking industry, Kumari Bank is committed to offer a wide range of banking products and
services tailored with the state-of-art technology to meet the unique requirements of all the
customer/clients and thereby delight them by exceeding their expectation.

The head office of the Kumari Bank is located at Tangal, Kathmandu. The bank is now
operating 304 branches and 294 ATM throughout the country strategically placed for the
convenience of customers. KBL provides one window financial solutions to the customers
with the wide range of products and services. KBL not only offers ready-made products and
services, but also offers customized services to better suit the needs of the individual
customer. Hence, Kumari Bank Team pledges its commitment to always endeavor for
delivery of innovative products/ services to all the customers to best suit their requirements
thereby ensuring the optimum benefit and value addition to the customer as well as to all other
stakeholders..

1.2 Brief History

Kumari Bank Limited, came into existence as the fifteenth commercial banks of Nepal,
starting its banking operations from Chaitra 21, 2057 B.S (April 03, 2001) with an objective
of providing competitive modern banking services in the Nepalese financial market. The Bank
acquired Kasthamandap Development Bank Ltd., Paschimanchal Finance Co. Ltd., Mahakali
Bikash Bank Ltd. and Kankrebihar Bikash Bank Ltd. on Asadh 2074; with an objective to
fulfill the directive forwarded by Nepal Rastra Bank to attain the paid-up capital of NPR 8

1
billion. Further to that, the Bank acquired Deva Bikas Bank Limited and joint operation was
started from Asadh 28, 2077. On January 01, 2023, Nepal Credit and Commerce Bank
Limited has been merged with Kumari Bank Limited to jointly operate in the name of Kumari
Bank Limited (Kumari Bank Limited).

1.3 Nature of the Organization

Kumari Bank Limited is a leading commercial bank in Nepal, offering a wide range of
modern banking services including savings accounts, loans, credit cards, and digital banking
solutions. With a strong focus on customer satisfaction, financial inclusion, and social
responsibility, the bank has a vast network of branches and ATM across Nepal. Known for its
innovative approach and strong financial performance, Kumari Bank is committed to
providing efficient and reliable banking services to its customers.
 Importance of Bank
We know the main objectives of a commercial bank are to earn profit by the process of
accepting of deposits and advancing loans through different methods. Although these
functions are the basic function of commercial banks, but these are a lot more functions that
enhance the importance of banks today.
 Acceptance `of deposits, by opening different kinds of bank accounts.
 Advancing of loans to needy persons through different methods and requirements.
 Provisions of agency and general utility services to his customers.
 Making new investments in different organizations and increasing the productive capacity
of the country.
 Promote capital formation in the country by mobilizing and collection of savings for the
TUrpose of investments.
 Development of industries in the country according to the requirements of the economy.
 Balanced development in the economy is achieved in different sectors & regions through
the resources of bank funds.
 Development in agricultural production is made possible by providing different kinds of
loans.

1.4 Business Volume

Financial Year (FY) 2079-80 remained a year with a huge growth in terms of business
volume compared to previous year, with addition of deposit through merger. A deposit of
NPR 143.32 billion was increased bringing the total to NPR 326.28 billion. An amount of
NPR 126.16 was addition from merger on Poush 16, 2080. Due to increase in remittance

2
inflow and decrease in import in the overall economy in the country, there is surplus in
deposit within the Banks and Financial Institutions (BFIs). The uptrend was supported by
increased Saving Deposits, followed by Term deposits. The resulted increase is due to the
attractive interest rates offered, effective marketing and promotional strategies, other
facilities extended, unique blend of deposit schemes, and other successful promotional
campaigns. However, the current and call deposits varied than expected; as Nepalese deposit
market is highly interest sensitive; due to which in the given period, most of the saving
deposits turned to term-deposits with short-term maturities. Although, they were able to grow
the number of saving accounts to 2,240,950; which was 1,113,988 at the end of last fiscal
year with at growth in number of 1,126,962 (this includes addition from merger of 855,745).
Table 1.1 : Capital structure of KBL( In Millions )
Particulars FY:2075/76 FY:2076/77 FY:2077/78 FY:2078/79 FY:2079/8
0
Reserves 2095 2859 3678 4330 11292

Retained 884 1318 1247 1873 2203

Earnings

Share 55 572 89 89 -----

Premium

Share Capital 8686 12520 13878 14711 26226

( source: https://www.kumaribank.com )

Looking five years back at its equity history; the Bank has gradually increased its equity size.
From NPR 11.72 billion in FY 2075/76, the equity base is NPR 35.31 billion in FY 2079-80,
i.e. increase in equity-base is aiding the Bank’s business expansion (201.32% of growth
within a five-year period). The increase in equity in FY 2076-77 is due to acquisition of Deva
Bikas Bank Limited and in FY 2079-80 is due to merger with Nepal Credit and Commerce
Bank Limited for an amount of NPR 11.51 Billion.

1.5 Nature and number of employees

There are nine employees in Kumari bank Limited, Chanauli Branch. Each of them holds the
characteristics of that aura and charisma of hard work. We are determined to achieve the
organization goal with a team effort. I acknowledge that the impact of a team is immaculate in

3
any organization without any doubt. The employees have a healthy relationship with each
other.
Table 1.2: Numbers of employee in the Branch
Department No. Of employee
Branch Manager 1
Credit Department 2
Operation Incharge 1
Teller Department 1
Customer Services Department 2
Security Guard 1
Cook 1

( Source: KBL Chanauli branch)

1.6 Product and Services

The products and services of KBL are giving high level of satisfaction to the customers. Some
of the products and services of KBL are:

Savings Accounts:
 Kumari Gajjab Bachat Khata
 Pariwar Surakshya Bachat Khata.
 Kumari Remit Premium Saving Account
 Kumari Youth Saving Account
 Kumari Twinkle Star Savings

Fixed Deposits:
 Kumari Premium Call Deposit Account
 LCY Individual Fixed Deposit
 Fixed Deposit Plus
 LCY Institutional Fixed Deposit

Other:
 Hereko Herai Bachat Khata
 Swastha Jeevan Bachat Khata

Loans:
 Corporate
 Agriculture Loan
 MSME/ SME (Productive as per NRB)
 MSME/ SME (Others)
 Education Loan
 Deprived Sector
 Home Loan/Prime
 Personal Term Loan
 Personal Overdraft Loan
 Auto Loan (Private)

4
  Hire Purchase (Commercial)
 Real Estate
 Margin Lending
 Loan Against First Class Bank Guarantees
 Loan Against Fixed Deposit**
 Loan Against Government Securities
 Other Loan
 Professional Loan
 FCY Denominated Loans

 Kumari Remit
Kumari Remit, an online customer focused and state of art Web-based technology oriented to
Money Transfer product is brought to you by Kumari Bank Limited, a leading bank of Nepal.
KBL is becoming pioneer in the field of money transfer business with few years of
customized service delivery experience in the field. Kumari Remit alliance covers all cities,
towns and villages of the country and is proficient of disbursing at more than 8500 + locations
across Nepal. The number is in growing trend as per the demand and requirement of the
service provider and our valued customers.

 CardsServices
KBL provides various card facilities to the customers so that they can withdraw cash as well
as TUrchase goods from several merchants. Customers use these cards at any ATM terminal
of KBL network as well as SCT network also. KBL provides ATM services to their customer,
which is open 24 hours a day, 7 days a week and 365 days a year. The card facilities by KBL
are:
• Credit Card
• Visa Debit/ ATM Card
• Dollar Card

 Safe Deposit Locker

Kumari Bank Ltd offer safe deposit locker facility for safety of valuables. There is a
nominal annual rent, which depends on the size of the locker and the center at which the
branch is located. The rent is payable in advance. A copy of the locker agreement regarding
operation of the locker can be provided to the locker hires at the time of allotment of the
locker. It is always beneficial to avail the benefits of nomination facility/ survivor-ship clause
provided to locker-hires.
Benefits:
• Bank Safe lockers are reasonable and available in different size.
• Bank lockers are secured by insurance cover against fire and other hazards.

5
• One can nominate or appoint a family member to operate the locker in his or him absence.
• Total privacy is maintained in a bank locker as bank officials do not see what you keep
inside your locker.

1.7 Organizational Structure

Typically, hierarchical is the arrangement of lines of authority, communications, rights and
duties of an organization. Organizational structure determines how the roles, power and
responsibilities are assigned, controlled, and coordinated, and how information flows between
the different levels of management. A structure depends on the organization's objectives and
strategy. In a centralized structure, the top layer of management has most of the decision-
making power and has tight control over departments and divisions. In a decentralized
structure, the decision-making power is distributed and the departments and divisions may
have different degrees of independence. The structure can be shown as:

Branch Manager

Operation Recovery
Credit Department
Department Department

CSD Teller

Figure1.1: Organizational Structure

(Source: Chanauli branch of KBL)

This is organizational structure of Kumari Bank Limited, Chanauli Branch. Branch manager is
head of the organization. He supervises the employees and takes major decisions. Credit head
deals with the loan customers and approve the documentation. The ready file is prepared and
signed by credit officer & branch manager and send to the head office for the approval
process. It takes minimum 3-10 days for credit file to be approved by head office after
sending from Chanauli branch. Operation department includes CSD and Teller department.

6
CSD department deals with the customers perform task of cheque clearing, account opening,
mobile banking service etc. Teller department helps customer to deposit and withdraw cash
from bank. Operation head control and supervise CSD and Teller staffs of the organization.
Similarly, recovery department involves in recovery of dues EMI/Interest that need to be paid
by loan clients. Since it is branch office, all the staffs work with cooperation helping each
other.

Table 1.3: List of Board of Director

Chairman Mr. Amir Pratap J.B. Rana

Director Mr. Pashupati Murarka

Director Mr. Mahesh Prasad Pokhrel

Director Mr. Bijay Kumar Shrestha

Director Mr. Rajaram Khadka

Independent Director Mr. Bijay Sthapit

Director Ms. Simran Agrawal

(source: https://www.kumaribank.com )

1.8 Overall and Concerned Department

Kumari bank limited is a commercial bank with its head office in Tangal, Kathmandu. Its
offers a variety of banking services, including internet banking , mobile banking and visa
debit and credit cards. The head office is well known as Tangal Branch. The Tangal Branch
of Kumari Bank performs crucial role in functioning and managing the overall activities of
the bank and its branches. It serves as a central hub who ensures compliance are
implemented, policies and procedures are followed, and administrative functions are
coordinated. Majorly, the head office performs functions in risk management, Human
Resource (HR) management, product development, Corporate Social Responsibility,
Information and Technology (IT) and Marketing.

7
 CHAPTER II

OBJECTIVE

2.1 Studying the chosen Organization

The objective of studying a chosen organization like Kumari Bank Limited (KBL) is to gain a
deeper understanding of its operations, performance, and overall impact within its sector and
society. This includes analyzing its strategies, financial health, competitive positioning, and
how it adapts to market changes. Below are specific objectives for studying Kumari Bank:
 To develop the confidence level, competitiveness and performance level to be adaptive
in the dynamic work environment.
 To make the partial fulfillment for the degree of BBA as offered by TU.
 To understanding the activities at CSD.
 To improve communication skills.
 Positive work environment
 Gain real-world experience in the banking industry by assisting with daily operations,
preparing documents, and potentially engaging in business development or client
relationship management.
 Learn about the Nepalese banking landscape, including the bank's services, products,
and recent accomplishments.
By studying Kumari Bank, the goal is to gain a comprehensive understanding of how it
functions, how it addresses challenges, and how it positions itself for future growth and
stability in the competitive banking environment..

8
 CHAPTER III

OBSERVATIONS

3.1 Function of the concerned departments

The Customer Service Department (CSD) plays a crucial role in any bank, acting as the
primary point of interaction between the bank and its customers. Its functions are critical to
maintaining customer satisfaction, ensuring smooth banking operations, and fostering long-
term relationships. The key functions of the Customer Service Department include:

 Account Services
 Assisting customers in opening and closing various types of accounts, such as

savings, current, or fixed deposit accounts.

 Updating customer information, such as address, phone number, and Know Your
Customer (KYC) details.
 Issuing account statements and handling account-related queries.

 Customer assistance
 Providing information about banking products and services, such as loans, credit
cards, and investment options.
 Addressing customer inquiries and resolving complaints promptly.
 Guiding customers on digital banking platforms, including mobile and internet
banking.

 Transaction management
 Assisting with deposits, withdrawals, and fund transfers.
 Processing cheque-related services, including issuance, verification, and clearing.
 Handling requests for demand drafts, pay orders, and other financial instruments.

 Card and ATM Services

 Issuing debit, credit, and prepaid cards, as well as replacing lost or damaged cards.
 Handling ATM-related concerns, such as PIN resets or failed transactions.

 Financial product Sales

 Promoting and cross-selling banking products like fixed deposits, recurring
deposits, and insurance policies.

9
  Assisting customers with loan applications and explaining terms and conditions.
 Compliance and Security
 Verifying customer documents and ensuring compliance with banking regulations,
including Anti-Money Laundering (AML) and KYC norms.
 Safeguarding sensitive customer information and adhering to data protection
guidelines.
 Coordination and Support
 Acting as a liaison between customers and other departments, such as Credit,
Cash, and Remittance, for specialized services.
 Providing support for operational tasks, such as processing service requests and
account modifications.
 Enhancing Customer Experience
 Building positive relationships with customers through professional, friendly, and
efficient service.
 Conducting surveys and collecting feedback to improve service quality and
address customer needs effectively.
The CSD is essential in creating a customer centric environment, ensuring operational
efficiency, and contributing to the overall success and reTUtation of the bank.

3.2 Details of assigned work responsibilities

During my internship, I had the opportunity to work primarily in the Customer Service
Department (CSD), where I was entrusted with a wide range of responsibilities aimed at
enhancing the overall customer experience. My duties included assisting customers with
various forms, such as account opening forms, requisition slips, signature change forms,
account closure forms, Know Your Customer (KYC) forms, mobile banking forms, cheque
book fill up, registration of fixed deposit, account open, account close, ECC return, filling up
vouchers, addressing customers quarries, helping old peoples and debit card issuance forms. I
played an active role in helping customers fill out these forms accurately and efficiently,
ensuring they understood the process.
I was also involved in guiding customers through the account opening process, handling
requests for cheque and card collections, and providing customers with important banking
documents like cheque, debit cards, bank statements, and balance certificates. Additionally, I
regularly checked customer account balances, assisted with mobile banking issues, and
printed cheque and bank statements as needed.

10
One of my key responsibilities was to ensure that customers fully understood the documents
they were signing and to address any questions or concerns they had. I took great care in
explaining the details of forms and procedures, aiming to create a clear and positive
experience for every customer.
Throughout my internship, I frequently interacted with various departments, collecting
signatures from middle and low-level managers on important documents, ensuring that the
process was smooth and efficient.
Overall, my experience in the Customer Service Department was incredibly enriching,
allowing me to develop a wide range of skill from customer interaction and document
handling to understanding the intricacies of banking compliance. This hands-on exposure
gave me a solid foundation for my future career in banking.

3.3 Problem encountered during fulfilling work responsibilities

During my internship in the Customer Service Department (CSD) at the bank, I faced a
number of challenges that helped me learn and grow both personally and professionally. Here
are some of the main issues I encountered while fulfilling my responsibilities:
 Handling Difficult Customers
One of the most challenging aspects was dealing with upset or frustrated customers.
Sometimes, delays in processing transactions or issues with their accounts led to complaints.
Managing these situations required a lot of patience and strong communication skills. I had to
listen carefully to their concerns, remain calm, and find solutions that satisfied the customer
while adhering to the bank’s policies. It taught me how to stay composed under pressure and
resolve conflicts effectively.
 Assisting with Form-Filling
A recurring challenge was helping customers fill out forms correctly. Whether it was account
opening forms, KYC updates, or cheque requisitions, many customers weren’t familiar with
the banking language or the necessary details. I had to guide them carefully, explaining the
forms in simple terms and ensuring all the required information was filled out. Sometimes,
customers would make mistakes or leave sections incomplete, which required additional time
and effort to correct.
 Mobile Banking Issues
Another issue I frequently dealt with was helping customers resolve mobile banking
problems. Some faced issues with logging into their accounts, completing transactions, or
receiving error messages. While I was able to assist with basic troubleshooting, many

11
problems required technical support from other departments, which sometimes took time. I
had to keep the customers informed and calm while waiting for a resolution, even though I
couldn’t always provide an immediate solution.
 Managing a High Volume of Work
During busy hours, it was a struggle to manage multiple tasks at once. I had to assist several
customers at the same time, whether it was filling out forms, answering questions, or
processing transactions. It was important to balance efficiency with accuracy, ensuring that
each customer received the best service without making mistakes or causing delays. At times,
it felt overwhelming, but I learned to prioritize tasks and stay organized to keep up with the
workload.
 Coordinating with Other Departments
A part of my role involved gathering signatures from managers and coordinating with other
departments. This sometimes led to delays as managers were busy or unavailable. I had to
stay proactive, follow up regularly, and ensure that important documents were signed and
processed on time. This taught me the importance of effective communication and time
management.

12
 CHAPTER IV

ANALYSIS AND REVIEW

4.1 Critical Analysis of the theoretical concepts relating to practical

experience in the departments
During my internship, I realized how valuable the theoretical knowledge we acquire in college
is for navigating the challenges of real-world work environments. The concepts we study
provide a solid foundation for understanding and analyzing situations in real-time, enabling us
to apply what we've learned in practical settings effectively. This hands-on experience not
only reinforces our theoretical understanding but also bridges the gap between academic
learning and workplace application. It allowed me to see how these theories translate into
action, giving me a clearer perspective on the company's structure, operations, and culture.
Moreover, this blend of theory and practice helped me adapt to the professional environment,
enhanced my decision-making skills, and deepened my appreciation for the role of structured
knowledge in achieving workplace success. The several theoretical concepts I experience are:
 Organizational structure:
In Kumari bank limited, I found a hierarchical structure where all employees had to work
under a branch manager. The branch manager is at the top level, the Operation in-charge at
the middle level, and the officers at the lower level.
 Organizational culture:
It is a system of shared assumptions, values, and beliefs that govern how people behave in
organizations. These shared values have a strong influence on the people in this organization

13
and dictate how they dress, act, and perform their jobs. All staff are helpful and are motivated
to fill other places in case of their absence. There is no discrimination in KBL which is also a
strong part that makes KBL maintain its prestige and financial position.
 Communication Skills:
I learned to make effective communication skills for quick and effective service.

4.2 Knowledge gain from the work assigned

During my internship at Kumari Bank Limited, I gained practical knowledge and skills that
helped me understand the workings of the banking industry in a real-world setting. Here are
some of the key things I learned:
 Real-Life Application of Banking Operations
 Improving Customer Service Skills
 Understanding Banking Products and Services
 Learning About Compliance and Documentation
 Exposure to Teamwork and Professional Culture
 Managing Work Under Pressure
 Gaining Technical Skills
 Importance of Precision and Detail

Overall, my internship was a valuable learning experience. It gave me a deeper understanding

of how banks operate, improved my professional skills, and prepared me for the challenges of
working in the financial sector. The knowledge I gained will be incredibly useful for my
future career.

14
15
 CHAPTER V

CONCLUSION AND RECOMMENDATIONS

5.1. Contribution of internship in knowledge gain

My internship at Kumari Bank Limited was a truly valuable experience that greatly
contributed to my learning and personal growth. It allowed me to apply the knowledge I
gained in college to real-world situations and develop new skills that will benefit me in my
career. Here’s how it contributed to my knowledge:
 Practical Understanding of Banking Operations
The internship provided hands-on experience in daily banking tasks like opening accounts,
assisting customers, managing documentation, and resolving service-related issues. This
helped me understand how the banking system operates and how processes are carried out in
practice.
 Bridging the Gap Between Theory and Reality
What I had studied in college like customer relationship management, compliance, and
banking operations finally made sense in a real-world context. Seeing how these theories
work in action helped me connect my academic knowledge to practical applications, making
learning much more meaningful.
 Improved Customer Service Skills
Dealing with a variety of customers taught me how to listen carefully, communicate clearly,
and handle different situations with professionalism. I learned the importance of empathy and
patience in addressing customer concerns, which is a key aspect of the banking sector.
 . Hands-On Experience with Banking Technology
I became familiar with the banking software and tools used for tasks such as checking
balances, printing statements, and resolving mobile banking issues. This experience helped
me become more confident in using technology to provide efficient and accurate service.
 Understanding Compliance and Documentation
The internship gave me practical exposure to important banking regulations like KYC and
AML compliance. By handling documents and verifying customer details, I learned how
critical accuracy and confidentiality are in maintaining trust and adhering to regulatory
requirements.

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 Exposure to Workplace Culture
Being part of a professional environment gave me insights into how teams collaborate, tasks
are divided, and decisions are made. Observing my colleagues and working alongside them
taught me about workplace ethics, professionalism, and teamwork.
 Developing Time Management and Problem-Solving Skills
During busy times, especially around the fiscal year-end, I learned how to prioritize my tasks,
stay organized, and work efficiently under pressure. I also improved my ability to solve
customer issues and tackle unexpected challenges, which boosted my confidence in handling
responsibilities.
 Gaining Knowledge About Banking Products and Services
Through my interactions with customers and colleagues, I learned about various banking
products like savings accounts, fixed deposits, and mobile banking services. This broadened
my understanding of how these products meet the needs of different customers.
Overall, my internship was an eye-opening experience that helped me grow both
professionally and personally. It gave me the chance to learn from real-life situations, apply
my theoretical knowledge, and develop skills that will prepare me for future challenges in the
banking sector.

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5.2 General Comments and suggestions for the company

• To make people aware about its services bank should use more effective promotional
tools.
• Bank should focus not only the special clients but it must focus deprived clients too.
• As there is growing market for card facilities, bank should focus on maintaining the
frequent problems of ATM services using advance technology.
• Bank need to promote and encourage people to use internet banking.
• Bank should build effective feedback channel so that the bank can know and make
correction from the valuable suggestion and comment of marketing activity given by
the customer.

• The bank should grab more opportunities as soon as possible by adopting efficient and
latest market strategies, traditional method should be left behind.
• Government, NRB and development banks should take necessary steps to form and
regulate the banking habits of Nepalese people especially people of rural areas.
• Nowadays many joint ventures banks are establishing in Nepal. So, bank should be
competent enough to compete with them.
• The bank should have consistent dividend payout ratio so that the shareholder could be
motivated parallel.
• The limited number of staff is also the problem in the bank even though they are
handling the task.
• Bank must be quick in adopting new technology in comparison to its rivalry.

5.3. Conclusion
During whole period of internship and the preparation of this report, I have learn a lot about
the banking operations, about Kumari Bank in particular. The internship has been fruitful in
many ways to the intern. Internee was provided with ample opportunities to get a sight of core
operation of the host organization in the complex business environment, working with diverse
mix of staff from different background and from different works of life with profound
knowledge and provided an experimental and holistic learning experience.

KBL is one of the leading private sector Bank in Nepal which aims to positioning itself as a
progressive, cost effective and customer friendly institution providing comprehensive
financial and related services to its customers. During the internship period the staffs of KBL,

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were very cooperative and guided me all the way till the end of 45 days internship program.
Due to the interaction with different people, variety of skills was gained and the involvement
in the activities of different departments of a bank the experience was gained which would be
very helpful for future career development. The theoretical knowledge that I gained in my
college is now backed with this internship program due to its practical nature. It was exciting
to see the real professional environment of the office. Internee was not allowed to expose the
name and working procedure of the organization due to its confidential nature.

During the 45 days of internship, an overview of the working procedure of the banking system
of Nepal was understood. Having gone through the systems of the bank, operation of system
to some extent was understood. The theoretical knowledge gained about the customer relation
was actually implemented in the practical banking settings. Internship has worked over the
development of communication and interpersonal skill of the intern. Interaction with different
level officers of the bank and informal discussions succeeded in improving the knowledge
about the banking scenario and different banking terms enhancing the decision making and
problem-solving skill.

Conclusively, the bank has been able to produce satisfactory result over the review period
despite environmental advertise.

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 REFERENCES
Kumari Bank Limited. (2081). Annual Report. Kumari Bank Limited . Retrieved from
Kumari Bank:
https://backend.kumaribank.com/storage/financial-report/2024/05/1716362029_Full_p
art___Annual_Report_2081_Reduced_Size.pdf
Kumari Bank Limited. Retrieved from Kumari Bank Limited :
https://www.kumaribank.com/en/personal-banking

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