The Internship Report on ADBL Bank - Preliminary Part 2023 provides an overview and analysis of the internship experience at ADBL Bank during the year 2023. This report aims to offer insights into the operations, functions, and performance of ADBL Bank, a prominent financial institution.
The report covers various aspects such as the organizational structure, products and services offered, customer relationship management, risk management, and the overall working environment. Through this report, readers can gain a comprehensive understanding of the internship experience at ADBL Bank and its significance in the banking industry.
Preliminary part
A STUDY ON CUSTOMER SERVICE DEPARTMENT
OF
AGRICULTURAL
DEVELOPMENT BANK LIMITED, ITAHARI BRANCH
AN
INTERNSHIP REPORT
Submitted
To
Office
of Dean
Faculty
of Business and Accounting
Lincoln
University College, Malaysia
Submitted
By
Shradha
Karki
LUC
Registration No:00023000
Green
Peace Lincoln College, Itahari
In
the partial fulfillment of the requirement for the degree of
Bachelor
of Business Administration (BBA)
Itahari,
Nepal
February,
2023
LETTER
OF ACCEPTANCE
This
is to certify that the internship report
Entitled
Customer
Service Department of
Agricultural
Development Bank Limited, Itahari Branch
Submitted
By
Shradha
Karki
LUC
registration No:00023000
Green
Peace Lincoln College, Itahari
This
internship report has prepared as approved by this college in the prescribed
format of the faculty of Business and Accounting. This internship report is
forwarded for final evaluation.
….………………………
Date: Feb, 2023 Mr.
Nabin Khanal
Supervisor
DECLARATION
I hereby declare that
Internship Project report entitled “CUSTOMER SERVICE DEPARTMENT OF AGRICULTURAL DEVELOPMENT BANK LIMITED” which is submitted by me in the
partial fulfilment for the award of BBA degree of Lincoln University under the
supervision of “Nabin Khanal” sir comprises only my original work and due
acknowledgements have been made to materials used in the report. I further
declare that this report is a result of my own effort and that it has not been
submitted in any part of other universities or institution for the award of any
degree.
……………………………..
Shradha Karki
Bachelor of Business
Administration
LC No: 00023000
Green Peace Lincoln
College
ACKNOWLEDGEMENT
The internship
opportunity I had with Agricultural Bank Limited, Itahari branch was a great
chance for learning and professional development. I am also thankful for having
a chance to meet so many delighted people and professionals who led me through
this internship period. During my time at Green Peace Lincoln College, I chose
to complete my internship at Agricultural Development Bank Limited, a
successful "A" grade commercial bank in Nepal.
The internship was a
valuable experience for me, allowing me to observe and learn about the daily
operations of the bank. I gained practical experience in dealing with customers
and working in a professional setting, making me more responsible, diligent,
cooperative, disciplined, and hard-working.
I would like to express
my gratitude to Mr. Nabin Khanal for providing his expertise and insight to
make my report informative and well-structured. I am also thankful to my
teachers and friends for their support and help. I extend my gratitude to Mr.
Bishnupal Bohora, the Branch Manager, for giving me the opportunity to complete
my internship at the bank, as well as to the department heads and staff at ADBL
for their guidance and support. I would also like to thank my family for their
time and suggestions, which helped make my internship a success.
Thank you.
Shradha Karki
LUC Reg. No.: LC00023000
Green Peace Lincoln
College
TABLE OF CONTENTS Page No.
Cover
page
Certificate
letter from industry
Industry
feedback form
Letter
of acceptance iv
Letter
of Declaration v
Acknowledgement vi
Table
of Contents viii
List
of Tables ix
List
of Figures x
Abbreviations xi
Executive
Summary xii
CHAPTER-ONE
1. INTRODUCTION
1.1 Background 1
1.2 Objectives of Internship 2
1.3 Methodology 3
1.3.1 Organizational Selection 3
1.3.2
Placement 3
1.3.3
Duration 3
1.3.4
Activities Performed in Bank 4
1.4 Limitations of Internship 5
CHAPTER-TWO
2. BRIEF INTRODUCTION OF THE INDUSTRY
2.1 The Context 6
2.2 Present Situation 7
2.3.1 Challenges of banking industry 9
2.3.2 Opportunities of banking industry 9
CHAPTER-THREE
3. INTRODUCTION OF THE ORGANIZATION
3.1 The Context 11
3.2 Present Situation 13
3.3 SWOT analysis of ADBL Bank 17
CHAPTER-FOUR
4. ANALYSIS
OF ACTIVITIES DONE/PROBLEM SOLVED
4.1 Introduction of the
activities/department/sections 19
4.2 Role of intern and fitting in the
organization structure (responsibilities) 22
4.3 Experiences in the internship including
understanding of system,
processes and rationale 23
4.4 Emergence of issues, problem or
challenges and problems solved 24
4.5 Observed Gaps 25
CHAPTER-FIVE
5. CONCLUSION
5.1 Inferences drawn / Lesson learnt 26
5.2 Overall experience, learning, knowledge
gained 27
Bibliography 28
LIST
OF TABLES
Table
No: Page No.
Table 1: Interest on Deposit Tale for FY 2021/2022 14
Table 2: Board of
Directors 17
Table
3: Financial structure of ADBL 17
LIST OF FIGURES
Figure 3.2: Organizational Chart of ADBL 16
ABBREVIATIONS
ADBL :
Agricultural Development Bank Limited
ATM : Automated Teller Machine
BC : Before Christ
BOD : Board of Directors
C-ASBA : Centralized Application Supported by
Blocked Amount
CEO : Chief Executive Officer
CRN : C-ASBA Registration Number
CSD : Customer Service Department
DEMAT : Dematerialized Account
FCY : Foreign Currency
FD : Fixed Deposit
FPO : Follow-on Public Offering
FY : Fiscal Year
IPO : Initial Public Offering
IT : Information Technology
KYC : Know Your Customer
LTD : Limited
LUC : Lincoln University College
MBA : Master of Business
Administration
No. : Number
NRB : Nepal Rastra Bank
POS : Point of Sale
QR : Quick Response
SMS : Short Message Service
EXECUTIVE SUMMARY
The internship report is
about the two-month-long internship program that was successfully completed by
an intern at Agricultural Development Bank Limited, Itahari Branch, in the
Customer Service Department. This internship was a requirement for the intern's
BBA program at the Faculty of Management (FOM), Lincoln University. As a
newcomer to the practical and corporate world, every hour spent in the CSD was
an invaluable experience for the intern's career development. The report covers
the functions of the CSD, including how it operates, how to deal with
customers, and the procedures for account opening and closing.
The intern was
responsible for dealing with a diverse customer base and resolving queries as
directed by the CSD mentor. They also had to fill out account opening and
closing forms, verify cheques, prepare cheque books, and record ATM cards and
PINs. The objective of the internship was to develop interpersonal, managerial,
and behavioral skills, as well as to gain a deeper understanding of the
activities performed in the CSD and the products and services offered by
Agricultural Bank Limited.
The internship was a
crucial step in building a successful career, as it allowed the intern to apply
their theoretical knowledge in a real-world setting and interact with
professionals in the field. It boosted the intern's confidence in a
professional environment and helped them discover their strengths and
weaknesses. The internship report was based on both primary and secondary data
sources, including observations, direct interactions with customers, and
information from the bank's website, reports, brochures, and other
publications.
The intern discovered various problems and difficulties during the eight-week internship period, such as a lack of adequate staffing and resources in the CSD and frequent technical problems with ATM machines. They also found that there was only one photocopy machine at the Itahari branch, which resulted in long wait times. The intern made recommendations for addressing these issues, such as hiring additional staff regularly contacting the IT department to resolve ATM failures, adding another photocopy machine, and updating the computers to improve performance.
The
internship provides a vast range of opportunities for interns to gain hands-on
experience in the real-world and develop their skills. It also opens up the
doors for networking, allowing interns to make connections and discover new job
prospects. Interns can also benefit from having a professional mentor, which
can help strengthen their resumes and improve their time management abilities.
Through internships, interns are able to lay the foundation for their future
careers and increase their chances of being a competitive job candidate.
This
report is based on both primary and secondary data, collected through various
methods such as observations of daily activities during the internship, direct
interactions with customers and staff of the Agricultural Development Bank
(ADBL), and analysis of published articles, books, newspapers, and the bank's
annual report and website. The study is both qualitative and quantitative in
nature, and its findings have led to various conclusions. One of the main
reasons customers switch to a different bank is the level of service they
receive, specifically, fast responses to problems and the bank delivering on
its promises. During the course of the eight-week internship, the intern faced
various difficulties and challenges while working in the CSD. They discovered
that there was a significant shortage of resources and staff, which often led
to delays and inefficiencies in daily operations. Additionally, frequent
technical issues with the ATM machines disrupted customer transactions and
added to the workload of CSD staff. Moreover, the intern noticed that the
Itahari branch had only one photocopy machine, resulting in long wait times and
exacerbating the staffing shortage issues.
The
CSD plays a vital role in establishing and maintaining a strong relationship
between the bank and its customers. A recent study revealed that many people
lacked awareness about the products and services offered by ADBL, and a bank's
network reach and visibility is a crucial factor for customers when deciding to
open a savings account. The CSD considers customers as the primary
stakeholders, and every employee is committed to meeting their needs and
expectations. Consequently, the department follows a well-disciplined approach
in carrying out its activities, which include reviewing and filing documents,
conducting inspections, and submitting reports in a timely and energetic
manner. Due to its ability to prevent misunderstandings and provide high-quality
services, the CSD is widely considered as a critical department in a bank's
operations.
The
bank should strive to maintain a stable dividend payout ratio in order to keep
its shareholders motivated. The ADBL bank should prioritize distributing
information about its products and services to its current customers and
provide them with excellent support. To increase awareness of its offerings,
the bank should utilize more impactful promotional strategies, such as
advertising on social media, radio, television, and billboards in various
locations. Additionally, the bank faces challenges with a limited number of
employees, and should prioritize serving not just its high-end customers but
also those in need. In today's technologically advanced society, it is important
for the bank to quickly adopt new technologies in order to stay ahead of its
competitors.