Welcome to my blog, where I delve into the depths of my internship experience at Machhapuchchhre Bank, presenting you with a comprehensive and insightful internship report turned complete thesis. Join me as I explore the intricacies of the banking industry, analyzing the operations, strategies, and overall performance of Machhapuchchhre Bank.
Through this blog, I aim to provide valuable knowledge and a firsthand account of my internship journey, offering readers a glimpse into the world of banking and its practical applications. You can download the complete thesis in pdf or word format. To download comment down your email ID.
This is a first part of thesis called preliminary part which consists of various pages along with Acknowledgement and Executive summary and more. Below you can read complete MACHHAPUCHCHHRE BANK - preliminary part along with page numbers, so there will be no confusion.
Preliminary part
A STUDY ON CUSTOMER SERVICE DEPARTMENT OF
MACHHAPUCHCHHRE BANK LIMITED, ITAHARI BRANCH
ITAHARI
AN INTERNSHIP REPORT
Submitted To
Office of Dean
Faculty of Business and Accounting
Lincoln University College, Malaysia
Submitted By
Binod Ghimire
LUC Registration No: 0002300
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
iv
LETTER OF ACCEPTANCE
This is to certify that the internship report
Entitled
Customer Service Department of
Machhapuchchhre Development Bank Limited, Itahari Branch
Submitted By
Binod Ghimire
LUC registration No: 00023000243
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. Dilli Prasad Bhattarai
Supervisor
v
DECLARATION
I hereby declare that Internship Project report entitled “CUSTOMER SERVICE DEPARTMENT OF MACHHAPUCHCHHRE BANK LIMITED” which is submitted by me in the partial fulfillment for the award of BBA degree of Lincoln University under the supervision of “Mr. Dilli Prasad Bhattarai” 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.
……………………………..
Binod Ghimire
Bachelor of Business Administration
LC No: 00023000243
Green Peace Lincoln College
vi
ACKNOWLEDGEMENT
The internship opportunity I had with Machhapuchchhre 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 Machhapuchchhre 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 Dilli Prasad Bhattarai sir 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 Manish Dahal sir, 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 MBL 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.
Binod Ghimire
LUC Reg. No.: LC0002300
Green Peace Lincoln College
vii
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 vii
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 2
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 History of Banking 7
2.3
Present Situation
2.4 Challenges and Opportunities 9
2.4.1 Global Challenges of Banking
Industry 10
2.4.2National challenges 10
2.4.3 Global Opportunities 11
2.4.4 National opportunities 12
CHAPTER-THREE
3. INTRODUCTION OF THE ORGANIZATION
3.1 The Context 14
3.1.1 Vision, Mission and Core Values 15
3.2 Present Situation 15
3.2.1 Product and Services of the Bank 16
3.2.2 Organization Structure 19
3.2.3 Board of Directors (BOD) 20
3.2.4 Financial structure 21
3.3 SWOT analysis of MBL Bank 23
CHAPTER-FOUR
4. ANALYSIS
OF ACTIVITIES DONE/PROBLEM SOLVED
4.1 Introduction of the activities/department/sections 25
4.2 Role of intern and fitting in the
organization structure (responsibilities) 30
4.3 Experiences in the internship including
understanding of system,
processes and rationale 30
4.4 Emergence of issues, problem or challenges
and problems solved 32
4.5 Observed Gaps 33
CHAPTER-FIVE
5. CONCLUSION
5.1 Inferences drawn / Lesson learnt 34
5.2 Overall experience, learning, knowledge
gained 35
Bibliography
LIST
OF TABLES
Table
No: Page
No.
Table 1: Board of Directors 21
Table 2: Statement
of financial position of MBL 21
Table
3: Financial structure of MBL 22
LIST OF FIGURES
Figure 3.1: Organizational structure of
MBL 20
xi
ABBREVIATIONS
ATM : Automated Teller Machine
BBA : Bachelor of Business
Administration
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
MBL : Machhapuchchhre Bank Limited
No. : Number
NRB : Nepal Rastra Bank
POS : Point of Sale
QR : Quick Response
SMS : Short Message Service
SWOT : Strengths, Weaknesses,
Opportunities and Threats
EXECUTIVE
SUMMARY
As part of the Bachelor
of Business Administration (BBA) program requirements, Intern was obligated to
complete an internship program of at least two months. For internship, Intern
chose to work at Machhapuchchhre Bank Limited (MBL) in the Customer Service
Department at their Itahari branch, to gain practical exposure to banking
activities.
Being a BBA student,
practical orientation in an organization is a compulsory requirement to fulfill
the 8-week Internship Program. Throughout the eight weeks of internship, Intern
worked in the CSD of Machhapuchchhre Bank Limited, which provided a great
opportunity to gain practical knowledge that complemented the intern’s
theoretical knowledge. This report encompasses an overview of the intern experiences
and insights during the two-month internship period.
Throughout the
internship, the intern gained invaluable experience in the practical and
corporate world, learning how the CSD operates, how to handle customers, and
the procedures for account opening and closing. The intern had various responsibilities,
including dealing with a diverse customer base, resolving queries, filling out
forms, verifying cheques, preparing cheque books, and recording ATM cards and
PINs. The ultimate objective of the internship was to develop the intern's
interpersonal, managerial, and behavioral skills, as well as gain a deeper
understanding of Machhapuchchhre Bank Limited's products and services.
Completing the internship was a crucial step in building a successful career for the intern. It allowed them to apply their theoretical knowledge in a real-world setting and interact with professionals in the field. The internship helped the intern discover their strengths and weaknesses and boosted their confidence in a professional environment. The internship report was based on both primary and secondary data sources, including direct interactions with customers, observations, and information from the bank's website, reports, brochures, and other publications. By leveraging these sources, the report provides a detailed analysis of the intern's experience, including their responsibilities and the skills they developed. Overall, the internship was a valuable opportunity for the intern to gain practical experience, develop professional skills, and better understand the banking industry.
The department
responsible for providing customers with necessary information is commonly
known as the customer service desk. It is responsible for a range of activities
such as opening and closing accounts, issuing cheques, providing bank
statements upon request, distributing debit cards, and informing customers
about the bank's products and services. Within any bank, the CSD and Remittance
Department are considered to be the most crucial. Customer service is a vital
aspect of any business, as it involves collecting feedback from customers and
utilizing it to improve the quality of products or services. This is why it is
common for businesses to have their own dedicated customer service department,
which exists to assist customers with their concerns, queries, suggestions, and
complaints. The customer is the most important focus of any business, and the
establishment of a dedicated customer service department enables the business
to listen to their needs, improve sales, and deliver efficient customer
service, regardless of whether they are selling a product or a service.
The internship report utilized primary and secondary data sources, including firsthand observations, direct interactions with customers, and information obtained from the bank's website, reports, brochures, and other publications. To summarize, the primary methods of data collection include informal interviews and conversations with employees, face-to-face discussions with clients, direct involvement in bank activities, and personal observations of banking procedures. Secondary sources of data collection include MBL's annual report, brochures, online data, relevant field studies, and research papers. The internship experience has been both rewarding and excellent, as it has helped to enhance personal and professional skills, preparing the intern for future career opportunities. Through the internship, the intern has learned that socializing with colleagues and superiors, creating a comfortable and friendly working environment, and engaging in informal communication can help to ease the monotony of the job and promote a pleasant working atmosphere. The intern has also gained valuable experience in customer service, learning to maintain good relationships with customers and promoting MBL's new schemes. Customer service is an essential aspect of any business, as it focuses on customer feedback and output and helps to improve the quality of products or services. By leveraging these sources, the report provides a detailed and comprehensive analysis of the intern's experience at Machhapuchchhre Bank Limited.
Throughout the eight-week
internship period, the intern encountered several problems and difficulties
while working in the CSD. They discovered that there was a significant shortage
of staffing and resources, which often led to delays and inefficiencies in
day-to-day operations. Additionally, technical issues with ATM machines
occurred frequently, which disrupted customer transactions and added to the workload
of CSD staff. The intern also observed that the Itahari branch had only one
photocopy machine, leading to long wait times and further compounding the
issues caused by the staffing shortage.
Based on their
observations and experiences, the intern made several recommendations for
addressing these problems. They suggested that the bank hire additional staff
to alleviate the workload on the existing CSD team, thereby improving
efficiency and customer service. The intern also proposed upgrading and maintaining
the ATM machines to minimize technical difficulties and ensure smooth
transactions. Furthermore, the intern recommended that the Itahari branch
acquire additional photocopy machines to reduce wait times and eliminate
bottlenecks.
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.