An Internship Report On

THE STUDY OF CUSTOMER SERVICE DEPARTMENT OF

GARIMA BIKAS BANK LTD DHANKUTA BRANCH

By
Sammang Limbu
Exam Roll No: 27044/20
T.U. Reg. No: 7-2-9-24-2020

Submitted to
Faculty of Management, Tribhuvan University
In partial fulfillment of the requirements for the degree of
Bachelor of Business Administration (BBA)

At the
Dhankuta Multiple Campus, Tribhuvan University

Dhankuta – 6, Dhankuta

May 2025
 Student Declaration

This is to certify that I have completed Internship at “GARIMA BIKAS BANK

LTD, DHANKUTA BRANCH” under the guidance of Mr. Kewal Ram Parajuli in
partial fulfillment of the requirements for the degree of Bachelor of Business
Administration at Faculty of Management, Tribhuvan University. This is my original
work and I have not submitted it earlier elsewhere.

Sammang Limbu
May 2025

i
 Supervisor's Recommendation

The internship report entitled “THE STUDY OF CUSTOMER SERVICE

DEPARTMENT OF GARIMA BIKAS BANK LTD DHANKUTA BRANCH”
submitted by Sammang Limbu of Dhankuta Multiple Campus, Dhankuta is prepared
under my supervision as per the procedure and format requirements laid by the
Faculty of Management, Tribhuvan University as partial fulfillment of the
requirements for the degree of Bachelor of Business Administration (BBA). I
therefore, recommend the project work report for evaluation.

(signature of the

supervisor) Mr. Kewal

Ram Parajuli

Supervis

or April

2025

ii
Company Certificate

iii
Viva-Voce Sheet

iv
 Acknowledgement

I would like to express my sincere gratitude to Garima Bikas Bank Ltd, Dhankuta
Branch, for providing me with the valuable opportunity to undertake my internship
and conduct this study on "The Study of Customer Service Departments of Garima
Bikas Bank Ltd, Dhankuta Branch." This internship has been an enriching learning
experience that has helped me bridge the gap between theoretical knowledge and
practical application.

I am especially thankful to the Branch Manager, Mr. Saurabh Shrestha, and all the
staff members of the Dhankuta Branch for their constant support, cooperation, and
guidance throughout the internship period. Their willingness to share knowledge and
provide insights into daily banking operations made this project meaningful and
informative.

I am also deeply indebted to my respected supervisor, Mr. Kewal Ram Parajuli for
their valuable suggestions, continuous encouragement, and constructive feedback
during the preparation of this report. Their guidance was instrumental in shaping this
study into its present form

At last, I want to thank all my teachers, supervisors, friends and family members for
their support and never-ending cooperation. It is my privilege to offer thanks to DMC
Family and Tribhuvan University for providing such an essential and crucial
requirement.

v
 Table of Contents

Student Declaration.........................................................................................................
Supervisor's Recommendation.......................................................................................ii
Company Certificate......................................................................................................iii
Viva-Voce Sheet............................................................................................................iv
Acknowledgement..........................................................................................................
Abbreviation...............................................................................................................viii
Chapter I.........................................................................................................................
Introduction....................................................................................................................
1.1 Background...................................................................................................
1.2 Objectives of the study.................................................................................
1.3 Methodology of the Study............................................................................
1.3.1 Organizational Selection........................................................................2
1.3.2 Placement...............................................................................................2
1.3.3 Duration.................................................................................................2
1.3.4 Activities Performed in the Garima Bikas Bank LTD...........................3
1.3.5 Data Collection......................................................................................3
Chapter II........................................................................................................................
Brief Introduction of The Industry.................................................................................
2.1 Concept.........................................................................................................
2.2 Origin of Bank..............................................................................................
2.3 History of banking in Nepal.........................................................................
2.5 Development Bank...................................................................................................
Chapter III....................................................................................................................10
Brief Introduction of The Garima Bikas Bank Limited...............................................10
3.1 Background of the Garima Bikas Bank limited..........................................10
3.2 Core Philosophy of the bank.......................................................................11
3.3 Objectives of the Bank................................................................................11
3.4 Product service of Garima Bikas Bank.......................................................12

vi
 3.4.1 Product and Services............................................................................12
3.5 Organization Structure................................................................................14
3.5.1 List of Board of Director.....................................................................14
Chapter IV....................................................................................................................15
Analysis Of Activities Performed in Customer Service Department...........................15
4.1 Knowledge Gain from Work Assigned......................................................15
4.2 Objectives of CSD......................................................................................16
4.3 Activities carried in the Customer Service Department.............................16
4.3.1 Account Opening.................................................................................16
4.3.2 Account Closing..................................................................................18
4.3.3 Cheque Issuance..................................................................................18
4.3.4 Recording and Sending Document......................................................19
4.3.5 Bank Statement....................................................................................19
4.3.6 Responding to Phone Calls..................................................................19
4.3.7 Balance Checking................................................................................20
4.3.8 Filing and Documentation....................................................................20
Chapter V.....................................................................................................................21
Conclusion Lesson Learnt and Recommendations.......................................................21
5.1 Conclusion:.................................................................................................21
5.2 General Comments and Recommendations:...............................................23
5.3 Lesson Learnt..............................................................................................23
References

vii
 Abbreviation

ABBS: Any Bank Banking Services

ATM: Automated Teller Machine
BAFIA: Bank and Financial Institution Act
BBA: Bachelor in Business Administration
BOD: Board of Directors
CSD: Customer Service Department
ECC: Electronic Cheque Clearance
GBBL: Garima Bikas Bank LTD
IPS: Internal Payment System
KYC: Know Your Customer
NRB: Nepal Rastra Bank

viii
 Chapter I
Introduction

1.1 Background

In the modern banking environment, customer service has emerged as a crucial factor
for organizational success and competitiveness. As financial institutions become
increasingly customer-centric, the quality-of-service delivery has a direct impact on
customer satisfaction, loyalty, and overall business growth. In this context,
development banks like Garima Bikas Bank Ltd play a vital role in the financial
inclusion and economic development of semi-urban and rural areas such as Dhankuta.

Garima Bikas Bank Ltd is one of the leading national-level development

banks in Nepal, established with the aim of expanding financial access to under-
served and rural areas. The Dhankuta Branch of the bank plays a significant role in
providing banking services to the local population, including farmers, entrepreneurs,
salaried employees, and students. As a development bank, it is not only focused on
profit- making but also on contributing to the socio-economic development of the
region by offering inclusive and customer-friendly services

The Customer Service Department at the Dhankuta Branch acts as the first
point of contact for most customers, handling activities such as account inquiries, cash
deposits and withdrawals, information dissemination, problem resolution, and
assistance with digital services. The department’s effectiveness significantly
influences the overall customer experience and satisfaction level.

As a student of BBA, commercial as well as development banks are good

option for internship. Development banks play an important role in modern economy.
Development banks are the institutions which are engaged in monetary transactions.
Banks are the crucial component for rising up the financial status of a nation as the
overall financial system is handled by the banks.

This study is conducted to assess the overall performance of the customer

service department at Garima Bikas Bank Ltd, Dhankuta Branch. It seeks to analyze
how well the department meets customer expectations.
 2

1.2 Objectives of the study.

The main objectives are as follows:

i. To find out the function and duties at CSD.
ii. To analyze the effectiveness and quality of customer service provided by
the bank.
iii. To explore in depth of formal functional activities, rules and banking
procedures related to banking and financial sector.

1.3 Methodology of the Study.

For the preparation of the report both primary and secondary sources of data are used.
The secondary data are collected from annual reports, GBBL website and different
financial magazine. Most of the information in this report is written on the basis of
experience gained by internee in the bank during the period of internship. While
preparing this report primary data is taken from the bank staff and from the friends.

1.3.1 Organizational Selection

As in Nepal, the internship program particularly focuses on banking and insurance

sector so, we student need to be duly specialized in banking and insurance industry
for the internship. Among various banks and insurance, I have indeed selected Garima
Bikas Bank Dhankuta branch which is newly established development bank in
Dhankuta. It was a perfect opportunity for me to learn for the very beginning of the
banking operation and be part of it.

1.3.2 Placement

The starting of the internship was with the familiarizing of the Intern with the staffs
and the operational environment in the branch. The encouraging and cohesive
environment made the process of learning easier. During the eight weeks of
internship, intern was mostly placed in Customer Service Department (CSD) as well
as marketing department.

1.3.3 Duration

The duration of the internship as defined by the Tribhuvan University (TU) was
 3

forty-six days. In accordance with the defined duration of the internship lasted
from 29/12/2024 to 26/02/2025 for the period of forty-six day.

Despite of the time limitation, much knowledge has been obtained, a lot
has been learned and confidence has developed a lot. The way of
communication with people and customer relationship skill has been developed.

1.3.4 Activities Performed in the Garima Bikas Bank LTD.

Following activities are per formed in the internship period:

i. Opening new account and closing of accounts.
ii. Issuing of cheque book, approving cheques and providing to customers.
iii. Marketing banking products and service and encouraging customer.
iv. Dealing with customers and assisting them for their problems they come with.
v. Filling forms and writing cheques for customers
vi. KYC Update, IPS, Debit card, Credit card issuance, QR issuance.
vii. Issue of on demand bank balance statement.
viii. Providing forms of different accounts with the information of the
requirements. Issuing of Debit Cards to customers
ix. Issue of on demand bank balance statement
x. Filling the form of social security allowances.
xi. Performing photocopy scan, print, etc.
xii. Interaction with customers.
xiii. Communicating with people about the banking and features about the
particular organization.
xiv. Managing files and folders.

1.3.5 Data Collection.

This report focuses on the analysis of numerous services provided by Garima

Bikas Bank Ltd. Both primary and secondary sources of data have been utilized
for the preparation of the report.

a. Primary Source: Primary data is collected through personal

experiences, interaction with staffs and customers. for meeting. Direct
observation, previously unprocessed data were used for the process. Interview
through questionnaire was not conducted though. The data regarding the
 4

organization, its feature and structures were received through the staff of
Garima Bikas Bank.
i. Personal interaction with the staffs and related supervisors of Garima
Bikas Bank.
ii. Direct observation of the activities in the surroundings of bank.
iii. Self-involvement in the professional activities of the bank.

b. Secondary Source: The sources of secondary data can be divided into

two groups internal and external. Secondary sources are derived from already
available sources. They can be either published or unpublished sources.
Different data were collected from bank's website, annual report, published
books, journals and different online database.
i. Brochures of Garima Bikas Bank Limited.
ii. Annual report of Garima Bikas Bank Limited.
iii. Published books
iv. Journals.
v. Past Reports
vi. Internet database
vii. Nepal Rastra Bank's Website [Link]
 Chapter II
Brief Introduction of The Industry

2.1 Concept

A bank is a financial institution that accepts deposits from public and creates credit.
Lending activities can be performed either directly or indirectly through capital
markets. Due to their importance in the financial system and influence on national
economies, banks are highly regulated in most of the countries. Most nations have
institutionalized a system known as fractional reserve banking under which bank
holds liquid assets equal to only a portion of their current liabilities. In addition to
other regulations intended to ensure liquidity, banks are generally subject to minimum
capital requirements based on an international set of capital standards, known as the
Basel Accords.

Banking in its modern sense evolved in the 14th century in the rich cities of
Renaissance Italy but in many ways was a continuation of ideas and concepts of credit
and lending that had their roots in the ancient world. In the history of banking, a
number of banking dynasties have played a central role over many countries.

2.2 Origin of Bank

In the context of Nepal, it is very difficult to trace the correct chronological history of
the Banking systems in Nepal because there are no sufficient historical records and
data about Banking in Nepal. A bank, also known as a credit institution or deposit
entity is a financial company that is responsible for raising funds in the form of
deposits, and lending money, as well as the provision of financial services. Banking,
or the banking system, is the set of entities or institutions that, within a given
economy, provide bank services. Internationalization and globalization promote the
creation of a universal Banking. In a financial context, such as the work of the money
changers, it refers to the counter for the money transaction. There are existing records
of loans in Babylon during the eighteenth-century BC. made by temple priests to
merchants. The trapezoids were the bankers in Ancient Greece. Trapeze was the table
behind which they were in stores, sometimes destined to another type of commercial
activity, but very often to banking transactions. However, the most important banks
continued to be the great temples,
 6

where the priests made the money, they received on deposit in accordance with the
loans granted to individuals and cities. Pythias of Lydia, in Asia Minor, early from the
5th century BC was the first individual banker of which there are records. Many of the
bankers of the Greek city-states were “medicos” or foreign residents. Around 371 B.
C., Passion, a slave, became the richest and most famous banker in Greece. There is
proof that this type of operation was possibly carried out in Abraham’s time. As the
ancient Sumerians of the Sinar plains had “a singularly complex system of lending and
receiving loans, keeping money in deposit and providing letters of credit.” In
Babylon, as later in Greece, banking activity centered around religious temples,
whose sacrosanct nature meant security against thieves.

2.3 History of banking in Nepal

Nepal Bank Ltd. is the first modern bank of Nepal. It is taken as the milestone of
modern banking of the country. Nepal bank marks the beginning of a new era in the
history of modern banking in Nepal. This was established in 1937 A.D. Nepal Bank
has been inaugurated by King Tribhuvan Bir Bikram Shah Dev on 30th Kartik 1994
B.S. Nepal bank was established as a semi-government bank with the authorized
capital of Rs.10 million and the paid -up capital of Rs. 892 thousand. Until the mid-
1940s, only metallic coins were used as a medium of exchange. So, the Nepal
Government (His Majesty Government on that time) felt the need of separate
institution or body to issue national currencies and promote the financial organization
in the country. Nepal Bank Ltd. remained the only financial institution of the country
until the foundation of Nepal Rastra Bank is 1956 A.D. Due to the absence of the
central bank, Nepal Bank has to play the role of the central bank and operate the
function of the central bank. Hence, the Nepal Rastra Bank Act 1955 was formulated,
which was approved by the Nepal Government accordingly, the Nepal Rastra Bank
was established in 1956 A.D. as the central bank of Nepal. Nepal Rastra Bank makes
various guidelines for the banking sector of the country in 1877, during the period of
the rule of King Rano dip (Rano dip), many economic and financial reforms were
carried out. One of the first banking institutions “Tejarat Adz” was organized by the
government in the Valley of Kathmandu. The banking institution Teja rat Adtsa
provided loans to the public, taking gold and silver as a pledge. Government
officials also had the right to receive loans from this institution. Loans were paid
 7

from their salary. The introduction of this financial institution was the first step in the
development of the country’s banking system. In 1880, during the activities of Prime
Minister Chandra Shamsher, the banking institution Tejarat Adtsa expanded its
powers. And some financial departments were established in other cities in Nepal,
including the Terai region. For several decades, after the establishment of Tejarat
Adz, no measures were taken to expand its functions. The above institution was
created with the sole purpose: to provide loans to the population, it did not accept
deposits. In the absence of mobilizing savings, the banking institution faced financial
problems. It could not provide all the needs of the population, so local moneylenders
continued to thrive as the only loan providers to the general public. As for trade
finance during this period, although the level of trade was not high (trade with India
and Tibet flourished). Trade payments in most cases passed through various local
money lenders, as it was believed that the transfer of money through them was safe,
reliable profitable. Government officials had accounts in foreign banks, mainly in
banks in India. 1923 was an important year for the country, as the Peace Treaty of
Friendship between the Government of Nepal and the Government of Great Britain
was concluded. Under this treaty, Nepal could continue trade, free from duties with
India and other countries. This agreement became a reference point for Nepal in its
search for diversity in foreign trade. Under the new conditions, the establishment of a
modern bank became more and more necessary. The devastating earthquake of 1934
and the need for financing the construction may have precipitated it. In 1936, the
Industrial Board (Udyog Parishad) was created, which had the following objectives:
i. Promote and protect trade, industries;
ii. Consider and discuss issues related to trade and industry;
iii. Register joint-stock companies in accordance with the Nepal
company law, as well as to investigate and control their work.
iv. Help and inform the government of Nepal about economic and
financial matters.

In 1955, a draft law on the Central Bank (Nepal Rastra Bank) was developed,
which was approved in April 1956. In accordance with this law, the Central Bank of
Nepal was established with a capital of 10 million rupees fully provided by the
government.
 8

The objectives of the Central Bank of Nepal are defined in the preamble of the
law of 1956. The main objectives of the Central Bank of Nepal are:
i. to guarantee the release of the Nepalese currency,
ii. spread the circulation of the Nepalese currency throughout the kingdom
iii. stabilize the exchange rates of the Nepalese currency,
iv. support the country’s economic growth,
v. encourage trade and industry in the kingdom,
develop the banking system in Nepal According to the 1956 law on the central bank,
the functions of the Central Bank were to exercise control over financial institutions
in the country. It also assumed the responsibilities of the government treasury and
began to issue currency in 1959. An important step in this direction was the creation
of the Nepal Currency Exchange Act of 1958 and the opening of additional banking
offices in different parts of the country. Up until 1957, the Indian currency prevailed
in the economy of Nepal. The national currency, the Nepalese rupees, was a vassal
currency pegged to the British pound sterling. Acute crises in the sphere of money
circulation and international payments have repeatedly caused heavy damage to its
economic development. Thus, the main goal of the central bank of Nepal was to
increase the circulation of the Nepalese currency and the elimination of the dual
currency system. The central bank conducted a series of activities aimed at creating a
nationwide monetary system and flexible money circulation. Trying to unify and
“modernize” monetary circulation, it made an exemption from the circulation of old-
style banknotes and coins of different times and merits. Replaced the monetary scale
inconvenient for settlements with a decimal, introduced a system of non-cash
settlements. At the same time, the issue of banknotes produced by the bank began to
be used by the government as the most affordable means of financing. Significantly
increased government spending, which increased the volatility of monetary circulation
and undermined the foundations of the monetary and credit regulation by the Central
Bank. Accelerated growth of monetary circulation, accompanied by inflationary
phenomena of different strengths, is one of the most characteristic features of the
independence period in this area. Thus, within five years from the date of
establishment of the Central Bank, the dual currency system was abolished, and the
Nepalese currency acquired legal status. At the same time, the exchange rate
stabilized and reserves in foreign currency were controlled by the Central Bank.
 9

2.5 Development Bank

Development banks provide capital to companies and organizations when raising

money for ventures is difficult, particularly in countries where investment capital
tends to be scarce. National development banks provide an important alternative to
companies and projects that find it difficult to raise money to finance an endeavor.
These financial institutions in a particular country, thus, solve capital market
imperfection that would undermine the development of a new entity or innovation.
Development banks lend money for the construction of new buildings and public
projects as well as to companies that are seeking outside source to fund a new venture
or business initiative.

Development banks are established to promote the development of a particular

sector of economy. The main purpose of development bank is to encourage small and
new developing sector, entrepreneur, remote area etc. To fulfill the responsibility
government established different types of bank. They collect fund from share capital,
debenture, long term deposit, and refinancing facility from central bank. They usually
give long term loan and provide technical and other important advice for their goal
achievement.

According to A.G. Kheradjou “A development bank is like a living organism

that reacts to the social-economic environment and its success depends on reacting
most aptly to that environment”.

D.M. Mithani states that. “A development bank may be defined as a financial

institution concerned with providing all types of financial assistance (medium as well
as long- term) to business units in the form of loans, underwriting, investment and
guarantee operations and development in general and industrial.”
 Chapter III
Brief Introduction of The Garima Bikas Bank Limited.

3.1 Background of the Garima Bikas Bank limited.

Garima Bikas 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. The
management team also consists of experienced, qualified and devoted professionals.
The bank was incorporated under Company Act on Shrawan 22, 2064 and acquired
license from Nepal Rastra Bank to perform its financial transactions on Ashwin 24,
2064. The bank started its formal operations on Kartik 18, 2064 from Waling 3,
Syangja. After the successful merger between Garima Bikas Bank Limited and the
then Nilgiris Bikas Bank Limited, the bank upgraded to National Level on Ashad 29,
2072. The bank also merged the then Subhechha Bikas Bank Limited on Ashwin 04,
2073. On Chaitra 27, 2073 the bank shifted its’ head office to Lazimpat, Kathmandu
from Mahandrapool, Pokhara, Kaski. Currently the bank has 91 branches in 26
districts of the country. Vision, we have very clear vision, i.e. “Access to All”. We
focus on equal access of all peoples who are real seeker of banking services. Mission
Missions of Garima Bikas Bank Ltd. can be summarized as:
i. Deliver wonderful banking service to its customers through state-of-the-
art technology.
ii. Satisfy all the stakeholders with healthy and sustainable value creation.
iii. Contribute in poverty alleviation providing financial service to the
deprived sector through micro finance program.
iv. To make our vision come true through professional integrity, corporate
governance and regulating compliance.
To provide sustainable and quality financial service to the public upholding and
enhancing the interest of depositors and shareholders of the bank. To help in
development of industrial, commercial and agricultural sectors of the nation by
collecting and mobilizing financial resources from internal and external sources so as
to establish, develop and increase the overall productivity of the nation. To promote in
establishment, operation and expansion of employment generating businesses in rural
 11

and urban areas by proper mobilization of available capital and labor. And to support
and help alleviate poverty by providing financial, technical and managerial supports
to the needy people. To play a financial intermediary role through institutional
investment.

3.2 Core Philosophy of the bank

Core philosophy can be expressed in terms of vision mission and objective of any
organization. Garima Bikas Bank has the following Brand Promise, Vision, Mission,
and Goal. They are:

Brand Promise: “Access to All"

Vision: “To uplift socio-economic status of people through financial services.”

Mission: “To contribute the nation for the economic development, serve the
customers by providing financial access and quality banking products and
services, maximize the value of the shareholders' wealth, provide excellent
growth opportunities to the employees and meet the expectations of other
stakeholders".

Goal: “GBBL’s goal is to maintain high morale among all stakeholders while
providing financial services (credit, savings, remittance, and social security
program) to the majority of the clients with need-based quality services.”

3.3 Objectives of the Bank

Each and every organization should possess its own mission and objectives to sustain
in the competitive business environment. Garima bank has following objectives.

1. To provide sustainable and quality financial service to the public upholding and
enhancing the interest of depositors and shareholders of the bank.
2. To help in development of industrial, commercial and agricultural sectors of the
nation by collecting and mobilizing financial resources from internal and
external sources so as to establish, develop and increase the overall productivity
of the nation.
3. To promote in establishment, operation and expansion of employment
generating businesses in rural and urban areas by proper mobilization of
 12

available capital and labor. And to support and help alleviate poverty by
providing financial, technical and managerial supports to the needy people.
4. To play a financial intermediary role through institutional investment.

3.4 Product service of Garima Bikas Bank.

For many of the businesses its products and services are the most important tool for
generating the revenue. Any organization can focus either to go through product
based or services based. Products of the business are those physical and measurable
things that can be either purchased or sold. Services on the other hand are the non-
physical benefits transferred from person to person. Any of the financial institution is
more services based and less product-based industry. Roughly depository and lending
tools of these organizations can be termed as their products and other benefits a
customer gains can be termed as their services.

Following are the different products and services of GBBL.

3.4.1 Product and Services

GBBL is the largest commercial bank of Nepal. GBBL is providing full-fledged

commercial banking service to its clients. Besides accepting in various forms.
following facilities and services are made available by the bank:

[Link] Deposit Service: GBBL offers a wide range of deposit products that carter’s
requirement for customers, it brings the customers a convenience of networked
branches ATMs and facility of Any Branch Banking Services. The bank gives
unlimited saving and withdrawal facility in the deposit services. The interest rate is
calculated on daily basis and kept quarterly on the customer’s account. The various
Deposit Schemes offered by the bank are:
a. Current Account
b. Fixed Account
c. Saving Account
d. Checking Account
e. Sabal Nari Bachat Account
f. Swornim Saving
g. Special Saving
 13

h. Subaramhbha Saving
i. Normal Saving
j. Sahara Saving

[Link] Loan Service: GBBL also offer a wide range of loans as to fulfill the
requirements of the customers. The various Loans Scheme offered by bank are:
i. Real Estate Loan
ii. Bank Overdraft and Foreign Employment Loan
iii. Agriculture Enterprises Loan
iv. Housing Loan
v. Hire Purchase Loan
vi. Gold Loan
vii. Education Loan
viii. Loan Against Fixed Deposit Held with Banks
ix. Loan against Government Bonds and Share

[Link] Remittance: GBBL has a remittance facility which it handles inward and
outward fund transfer in any part of the globe using:
a. SWIFT
b. Western Union
c. City Express
d. IME.
[Link] E-Banking: GBBL also provides E-banking services to its customers which
helps the customers to gain information an Account Statement, Client Details, Tax
Statement, Interest Statement etc.

[Link] Tele Banking: Tele banking is a system used to provide bank statement or
hank balance through computer system to the account holder who made enquiry to
GBBL through telephone. The required statements are either email of fax to the
account holder by computer to which its address for sending arc mentioned.

[Link] ATM and Debit Card Service: GBBL is National associate member bank.
Banks has lunched ATM card Service for all branches within the Kathmandu valley
and extends the services other all branches outside the Kathmandu valley. GBBL has
own 51 ATM outlets. GBBL issuing national ATM card services in all over branches.
 14

The functions offered by ATMs are as follows:

a. Fast Cash
b. Cash Withdrawal
c. Enquiry (Balance Enquiry and Statement Enquiry)
d. PIN Change

[Link] Any Branch Banking Service (ABBS): Any branch banking system provides
customers with fixable service for banking from any branches located any way on the
country. Through national network of branches and on array of upcoming branches,
we can enjoy ABBS from any of the nearest GBBL branches. We can withdrawal of
deposit amount, receive information about current balance of our account from any
GBBL branches.

3.5 Organization Structure

BOD is the apex body of the bank that formulates policies as well as strategies and
provides guidance to the management. The Board companies a total of six members:
one member representing Government of Nepal and five members representing
individual shareholders. Besides, this one member is nominated by Board as per the
BAFIA. They arc the one who supervise their subordinates and guide them to
accomplish their work efficiently. Management of the organization plays a major role
in achieving organizational goal. As board of directors formulates the vision, mission
and objectives for the organization whereas managers formulate action plan to
achieve those objectives.

3.5.1 List of Board of Director

Chairman - Mr. Dilip Pratap Khand(current)

Director - Dr. Ananda Prasad Shrestha, Shyam Prasad Basyal,
Public Director - Bimal Pandey, Dr. Bhupendra Bahadur Khadka, Sanjeev Dhakal
Professional Director - Kunja Raj Thapa
 Chapter IV
Analysis Of Activities Performed in Customer Service Department

This exploratory study focuses on Hospitality and Tourism Management internships

to examine whether these cooperative education experiences complement student
learning and furthermore, enhance knowledge previously gained through a traditional
classroom setting. It specifically focuses on preparation for the internship experience,
identifies signs of links to prior classroom learning, explores if the internship allowed
the student to develop new skills and finally seeks connections between academic
theories and their practical application in the workplace. A mixed methodology is
used which initially analyses quantitative data from too much questionnaire
respondents before examining qualitative outcomes via a series of focus groups with
consenting students. Whilst set in the context of a Case University, the study suggests
that students feel that the education they received prior to their internship had
prepared them for their experiences. In addition, statistical significance showed that
theories discussed in the classroom are important to their learning and that examples
of these theoretical approaches were evident during their practical experiences.
Finally, as a result of their internships, students felt that their classroom education
underpinned the additional learning of new skills and competencies that occurred
during their internships. The findings provide a sound first step in the examination of
the teaching effectiveness at the Case University and offer opportunities for further
research.

4.1 Knowledge Gain from Work Assigned

It was a matter of pride to do intern as GBBL as well as it was a challenge also for me
to work there, working at GBBL has given me the real work life experience. During
nr internship at GBBL, I found GBBL to be an ideal place to find a professional
internship. The opportunities to learn professional skills are endless here. The
supportive and friendly staffs’ behavior of GBBL, Dhankuta branch made me feel that
I was a part of bank’s big family. From the internship program I gain the following
basic knowledge:
 Team work
 Communication skill
 Punctuality.
 Time Management
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4.2 Objectives of CSD

The objectives of customer services department are as follows:

 Build long term relation with customers.

 Answering questions about and trouble-shooting basic problems with accounts,
or other services.
 Listening and handling customers' grievances.
 Motivate customer to take bank service and products.
 Sincerely reply the customer queries.

4.3 Activities carried in the Customer Service Department

As an intern at GBBL, I was supposed to perform following general activities such as:

4.3.1 Account Opening

It is major role of CSD in fact it is the reason of existence of this department. I need to
be inspiring for the customer to open new account in the bank. GBBL has different
types of account with different features that has provided wide variety of choice to the
general customer.
Procedure of opening account:
1. Customer is welcomed at the receptionist desk and having short briefing about
the requirement/wish of customer type of account is chosen
2. Account opening application is filled by the applicant completely. Necessary
document is attached with the application form.
3. Major information is entered into the system as well as record files according to
the account types.
Main document requirement for opening accounts is:

1. A customer should have a copy of citizenship/driving license/passport.

2. Number of passport size photographs according to the account types.

Different types of account require different documents.

A. Personal account

1. Single account
 18

Document required:
i. Citizenship Certificate of the Account Holder.
ii. Photographs (2 copies)
iii. Nominee’s photocopy of Citizenship certificate
iv. One passport size photo of nominee

2. Joint account
Document required:

i. Citizenship Certificate of the Account Holder

ii. Photographs (2 copies)

3. Minor Account
Document required:

i. Birth certificate
ii. Citizenship Certificate of minor's guardian
iii. Photographs of account operator (2 copies) as well as minor's guardian.

Organizational A/C

4. Private Limited / Public Limited Company

Document required:

i. Registration certificate
ii. Memorandum and Articles of Association
iii. Name, address of account operators with copy of citizenship certificate
iv. Photographs (2 copies)
v. Income Tax

5. Partnership Firm
Document required:

i. Partnership Agreement Deed

ii. Tax Certificate
iii. Firm Registration Certificate
iv. Citizenship Certificate of Partners
 19

v. Resolution to open and operate accounts

vi. Photographs (2 copies)

6. Joint Venture
Document required:

i. Company Registration
ii. Income Tax
iii. Board Resolution
iv. Memorandum and Articles of Association
v. Identification of account operator
vi. Joint venture agreement
vii. Photographs (2 copies)

4.3.2 Account Closing

According to the customer wish or demand the existing account can be closed.
To close his/her existing account, the account holder must fill the account
closing application from providing specific reason After filling up the
application, the application is attached to his/her account opening application.
After that Charge is deducted as per the bank’s rules and regulation and the
remaining amount is refunded to the customer.

Procedures:

1. Request customer to fill up the account closing application.

2. Verify Signature and other documents such as: Cheque, and other services.
3. Attaching account closing application with account opening form.
4. Pay the amounts to the customer after deducting the charges according to the
rules and regulation of the bank.

4.3.3 Cheque Issuance

After opening an account customer is provided cheque book according to the account
types and rules and regulation of the bank so that customer can with drawl money as
they needed.

Procedures:
 20

i. Customer fills the cheque requisition slip and provide to the CSD operator.
ii. CSD operators verify the cheque requisition slip and print the cheque book
from the system as customer required;
iii. Cheque books are recorded both in system as well as cheque issued register
and in cheque transit book, so that it helps in maintaining cheque inventory;
iv. Cheque book is provided to the account holder or their agent by verifying
the proper identifications and after the approval of the department head.

4.3.4 Recording and Sending Document

In the bank there are numerous documents to be handled which are important nature.
During my internship, I was only given right to handle documents that are outgoing of
nature. In this regard, records of different account opening document, application for
account closing are recorded in a register book which are checked and signed by staff
of both sending and receiving departments. Sometimes has to handle outgoing
documents of other department by handing it over courier employee at their arrival
and making them sign on the record keeping register. This is very sensitive work
because a simple mistake can turn to blunder if the documents are very important.

4.3.5 Bank Statement

Few years ago, banks used to provide passbooks to the customers to view the amount
with drawl and deposited in account. But, after the emergence of computer the
customer are given bank statement. Bank Statement is provided to the customers on
their demand. It helps the customer to see the amount with drawl and deposited in
particular date. Statements should be collected by the accountholders or the person
assigned by the customers. It is not dispatched by the post unless prior notice has been
given to bank.

4.3.6 Responding to Phone Calls

It is also one of the major functions of CSD. Numerous phone calls are received by
the bank in a day. So, it is the duty of the CSD employee to respond to phone calls in
a polite way. There are many calls made by the customers, clients and official staffs
for different reasons which are to be received by me as representative of the staff of
CSD. The incoming calls are generally made for the balance inquiry, getting
 21

information on account opening, account closing, knowing about banking products

and many other query calls and the calls made for particular employee is transferred
to their respective department. Sometimes outgoing call has to be made if in case of
any information is missed while opening an account, maturity of time deposit.

4.3.7 Balance Checking

Balance Checking is one of the important functions performed by the CSD employee.
Only on the request of the a/c holder the balance enquiry is done.

4.3.8 Filing and Documentation

Filing and documentation are very important task. The entire paper work has to be
done simultaneously to the computer work. Different files are maintained for filing
different documents. The account holders’ form, their signature cards, and their
request slip all are filed in separate files. The void cheques are also filed.
 Chapter V
Conclusion Lesson Learnt and Recommendations

5.1 Conclusion:
During my internship period in GBBL and preparation of this report. I had the
opportunity to closely observe and understand the operations of the customer service
department. Based on my study and interaction with both staff and customers,
Customer Service Department (CSD) of Garima Bikas Bank Ltd, Dhankuta Branch
generally performs well in delivering essential banking services. The staff are
cooperative, polite, and committed to assisting customers with their queries and
transactions. Most customers expressed satisfaction with the branch-level services,
especially regarding the behavior and supportiveness of employees.

However, the study also revealed some operational challenges, particularly

concerning ATM card delivery delays, which are often due to processes handled by
the head office. While the branch staff handle customer expectations patiently, such
delays can impact overall customer satisfaction and trust. Therefore, while the branch
performs well at its level, some systemic issues outside its direct control also affect
the customer experience.

This highlights the importance of coordination between branch and head office
to ensure timely and seamless customer service across all touchpoints.

I found that the department plays a vital role in shaping the overall customer
experience. The staff are generally cooperative, professional, and dedicated to
meeting customer needs. Most customers expressed satisfaction with the services
provided, especially in areas such as mobile banking assistance, account handling, and
query resolution. I was placed in CSD, Remittance and credit department during the
internship period. So, this report has mainly focused the activities done under
customer services department, remittance department and credit department such as
loan procedure, account opening, account closing, remittance, cheque issuance,
granting loan, permitting loan etc. Most of the data are collected through experience
and observation method. As an intern, I have exerted my full efforts in the
development of communication and interpersonal skills, banking practices.
Interaction with different
 23

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. During the internship period, I got an
opportunity to learn the real-world banking practices and knowledge which proved a
great achievement to me. I increased network with banking staffs that helped me for
my future career development.
The major lessons that are learned during internship can be listed as under:

i. Learnt about the different functioning of’ the bank and also learnt about
the KYC policy.
ii. Technology is one of the major factors that minimizes the operational
costs and increase the efficiency.
iii. Learnt about the general document’s requirements in various departments.
iv. Responding to customer queries on the time help to retain the customers
and also helps to keep customer loyal.
v. Keeping right things at right place.
vi. Various types of skills i.e. communication skills, leadership skills,
presentations skills, interpersonal skills, research skills etc. are essential
for a professional career and to be successful person in banking
industry.
vii. The real working environment and practical exposure are quite different
from the theoretical knowledge that we have learned in class room.
viii. It was also learnt that the interaction and communication is very
important in real workflow within the department and within the
organization. The importance of team work, interaction and
communication as learnt in real context.
ix. Learnt to handle the different types of customers who have different
types of attitudes. mind and behavior efficiently.
x. Learn to be dutiful and talk politely with complete confident way with
customers no matter what the attitude and intension of customers.
xi. Lean to utilize the leisure time in office by’ carrying out the earls Id
work at busy hours. Its helps to understand the value of time and its
management.
 24

5.2 General Comments and Recommendations:

a. During internship period, while working in GBBL in various departments. On

the basis of experience gained and observation made while working as intern,
following are the collected list of suggestions & recommendation for the
betterment of the bank.
b. Improve Coordination with Head Office.

c. Regular Status Updates for Customers

d. Digital Tracking System for ATM Cards

e. CSD department should be developed more attractive.

f. Bank is a service organization so staffs should concentrate much to get over the
customer queries, complaints & suggestions immediately.
g. Staffs should perform the job in rotation in various departments so that each &
everyone can learn activities of all departments.
h. It should launch new products & services that would address customer’s needs.
The number of staffs should be increased in organizations if necessary.
i. It should update its office equipment, software, websites regularity to provide
effective environment.
j. Training on how system works, operate system, etc. should be provided.

k. Focus on customer employee’s retention programs.

l. The number of ATMs should be increased in necessary locations immediately

and services must he provided 24 hours. ATM terminals placed in the various
places has frequently created problems to the customers while withdrawn their
money. Customers’ complaints are very often related to the ATM machines.
This should be considered seriously enough as it might have a negative impact
on the goodwill of the branch as well as of the bank. Thus, I completed my
internship period after achieving a lot of knowledge on various departments.

5.3 Lesson Learnt

It was great opportunity to learn various banking activities during the internship
period. Achievements were made from basic things in the initial period followed by
some advanced tasks. As an intern, it was provided the opportunity to work in CSD
 25

department. In CSD, following activities were learned:

i. Account opening and maintenance

ii. Addressing customer inquiry such as balance inquiry, balance statement.
iii. Printing, preparing and delivering customer cheque book
iv. Helping customer fill up various kinds of vouchers
v. Receiving phone calls and transferring incoming phone calls to different
departs.
vi. Printing, scanning, photocopying.
vii. Interacting with different customers.
viii. Helps to deal with different customers in different scenario.
ix. To implement the things that has been studied in classroom into practical use
in bank and banking situation.
x. The various products and services provided by GBBL like deposit, loans,
remittance and clearance, etc. to facilitate the customers.
xi. The documents required, procedure for account opening and KYC update and
necessary entries for account opening and KYC Update.
xii. The documents required, procedure for account closing and necessary entries
for account closing.
xiii. To build communication skills, analyze work place relationship, build greater
networking, and socialize with many peopl
 References

Barone, A. (2023, March 28). How banking works, types of banks, and how to choose
the best bank for you. Investopedia.
[Link]

Bhandari, A. (n.d.). A study on customer service department of Garima Bikas Bank

[Unpublished internship report]. Tribhuvan University.

Garima Bikas Bank. (2023). Annual report. [Link]

Nepal Rastra Bank. (2023). Publications and reports. [Link]