CHAPTER-1

INTRODUCTION

1.1 BACKGROUND

Amity School of business affiliated to Amity University Uttar Pradesh have set up Internship
Program under which the students of the Course Bachelors of Business Administration are
required to involve in one of the established organization either Public or Private limited firms as
Interns and prepare internship report by working there through their experiences. This report is a
part of the undergraduate program under Amity School of Business (ASB) which offers
management internship to the students pursuing BBA in the fifth semester. The internship is a 35
day program designed to provide students an opportunity for a meaningful professional career-
related experience and development in a real organizational setting before they graduate. It gives
the students an opportunity to practice and develop their skills and knowledge learned in the
classroom in substantive work situation. Likewise, it will help the understudies gain credit and
expanded attractiveness for the lasting occupation look while adapting more around a particular
field and applying classroom information in a professional workplace. Learned information just
is not as valuable as the learning got in this present reality. This entry level position program
gives a chance to learn in the genuine work circumstance and an ordeal which can help the
understudies to accomplish their objectives.
NMB Bank Limited is a money related mediator administration supplier who is basically in
charge of the exchange of financial assets from the net savers to the net clients. It is h resolved to
satisfy the money related necessities of the general population from various stroll of life. This
bank was decided for the temporary job reason since it was established by the key financial
players of Nepal and I had a distinct fascination on knowing how it functioned from the earliest
starting point of its foundation. I needed to figure out how the distinctive division functioned and
how the workers spoke with the clients. Learning is a biggest ordeal one can ever have which can
accomplish the fantasies of life. I needed to learn however much as could be expected about the
bank, and the framework by which it works.

1.2 OBJECTIVES OF INTERNSHIP

While joining NMB Bank, I needed to learn as much as possible. I realized that an entry level
position is a chance to realize which helps us put the speculations we learnt in the books into
practice. It will help us fabricate our profession. It is the period when we will have the capacity
to prepare ourselves and get to be prepared to join this present reality. Amid the entry level
position period, I had wanted to accomplish the accompanying objectives:
 To find out about the general capacity of various bureaus of NMB Bank
 To find out about various results of the bank.
 To expand relational abilities and interpersonal aptitudes by speaking with the clients.

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  To learn various advertising techniques used by the bank.
 To expand the PR by knowing distinctive individuals.
 To discover what the clients’ state of mind towards the administration gave by the bank.

1.3 Roles and Function performed during internship.

I have invested my time in Marketing Department however the occupation performed by me

was not constrained to Marketing Department. What I accept as an understudy I ought to
learn general elements of the bank and I did likewise. Amid the temporary job time frame, I
was put in different offices and was required to do the general undertakings that are done by
the particular workers. Furthermore, I was doled out with different ventures to take in the
genuine work experience. The subtle elements of the occupations performed amid the
temporary job projects are as per the following:

a. Marketing Department
The basic function of marketing department in a bank can be defined as follows: -
1. Focus on the Customer
2. Monitor the Competition
3. Own the Brand.
4. Find & Direct Outside Vendors.
5. Create New Ideas.
6. Communicate Internally.
7. Manage a Budget.
8. Understand the ROI.
9. Set the Strategy, Plan the Attack, and Execute.

b. Operations Department

The operations division incorporated the clearing, the teller and the records area. There wasn't
separate office as the clearing division or the records office.

 Clearing
The clearing area is capable to gather the checks of alternate banks which are displayed by the
clients and after that present in the Nepal Rastra bank for the clearing procedure. They then
gather the checks of SrBL which are brought by different banks.

Part of the intern:

 To enter physically the outward charging checks in the register.
 To keep up the OBC to be taken to the NRB.

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  Teller

The teller took care of the considerable number of exchanges including the money. It completed
the stores, withdrawals and exchanged the sum from one record to the next.

Part of the understudy:

 To take in the general store and withdrawal exchange section in the T24 programming
 To sort and package the money.
 To help the teller when huge exchanges come.
 To present the slips of the extensive exchanges to the operation head to clear up the
stacked exchanges.

c. Accounts Department

The accounts area is in charge of keeping up the different bookkeeping records of the bank. It
needs to keep up the records of the wage, costs, watches that goes for the clearing, the issue of
administrator's check, and so forth. They need to keep up legitimate records of the records of the
bank at alternate banks and issue checks at whatever point money is required at the teller.

Parts as an intern:
 To help the records area part in entering the exchanges of the compensation account.
 To set up the diary vouchers of the cost.

d. Credit Department

This is the division which the clients approach when they need advances. The division is capable
to break down the clients who apply for the advances. They assess the pay streams of the
customer furthermore their guarantee. This is one of the primary offices in any bank.

Parts of the understudy:

 To take in the documents of the distinctive sorts of credit.
 To take in the documentation necessities for the use of the credit and the technique that is
done in any advance procedure

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 CHAPTER II
LITERATURE REVIEW

2.1 Introduction to Commercial Banks

The Commercial banks are those banks that pool together the Saving of group and use it for their
profitable use. They initiate the unmoving cash to the distinctive profitable ranges. They supply
the budgetary needs of advanced business by different means. The greater part of the banks on
the planet are discovered set up with a perspective to back and help in creating exchange,
industry and business; indeed, business banks can be characterized by capacity they perform,
similar to acknowledgment of stores, propelling credit, operators, and so forth.

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2.2 Functions of a Commercial Bank

 Primary Function:

1. Accepting Deposits:

It is the most critical Function of Commercial banks.

They accept deposits in a few structures as per prerequisites of various areas of the
general public. These are:
 Current Account Deposits or Demand Deposits: These Deposits are those
deposits which are repayable by the banks on interest:
 Such deposits are by and large kept up by business people with the goal of
making exchanges with such stores.
 They can be drawn upon by a check with no confinement.
 Banks don't pay any enthusiasm on these records. Or maybe, banks force
administration charges for running these records.

 Fixed Deposits or Time Deposits:

 Those Deposits, in which the sum is kept with the bank for a settled time
frame. These deposits convey a high rate of interest.
 Request Deposits
 Altered Deposits

 Saving Deposits:

These Deposits consolidate elements of both current record stores and settled
stores:
 The investors are given check office to pull back cash from their record.
However, a few limitations are forced on number and measure of
withdrawals, keeping in mind the end goal to dishearten successive
utilization of sparing stores.
 They convey a rate of interest which is not as much as financing cost on
altered stores. It must be noticed that Current Account stores and sparing
stores are chequable stores, though, altered store is a non-chequable store.

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  Secondary Functions:

1. Overdraft Facility:
It alludes to an office in which a client is permitted to overdraw his present record up to a
concurred limit. This office is for the most part given to respectable and dependable clients for a
brief period. Clients need to pay enthusiasm to the bank on the sum overdrawn by them.
2. Marking down Bills of Exchange:
It alludes to an office in which holder of a bill of trade can get the bill marked down with bank
before the development. In the wake of deducting the commission, bank pays the equalization to
the holder. On development, bank gets its instalment from the gathering which had
acknowledged the bill.
3. Organization Functions:
Business banks likewise play out specific organization capacities for their clients. For these
administrations, banks charge some commission from their customers.

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2.3 Commercial Banks in Nepal
The first organized institution to carry out the function of borrowing and lending was established
in 1994 B.S. (Nepal Bank Limited) was established as the first commercial bank in Nepal. Later
Rastriya Banijya Bank was established on 2002 B.S. to give access to banking to as much
individual as possible.
Today, several commercial as well development banks that have been and are working smoothly
in Nepal since many years now, some are newly established and some have been promoted to
commercial banks from other class of bank. The list of commercial banks that exist in Nepal till
2074 B.S. along with their head office are as follows:

SN Commercial Banks Head Office

1. Nepal Bank Ltd. Kathmandu
2. Prabhu Bank Ltd. Kathmandu
3. Rastriya Banijya Bank Ltd. Kathmandu
4. Agriculture Development Bank Kathmandu
Ltd.
5. Nabil Bank Ltd. Kathmandu
6. Nepal Investment Bank Ltd. Kathmandu
7. Standard Chartered Bank Nepal Kathmandu
Ltd.
8. Himalayan Bank Ltd. Kathmandu
9. Nepal Bangladesh Bank Ltd. Kathmandu
10. Nepal SBI Bank Ltd. Kathmandu
11. Everest Bank Ltd. Kathmandu
12. Bank of Kathmandu Ltd. Kathmandu
13. Nepal Credit & Commerce Bank Siddharthanagar
Ltd.
14. Kumari Bank Ltd. Kathmandu
15. Machapuchhure Bank Ltd. Pokhara
16. Laxmi Bank Ltd. Birgunj
17. Siddhartha Bank Ltd. Kathmandu
18. Global IME Bank Ltd. Birgunj
19. Citizen Bank International Ltd. Kathmandu
20. Prime Commercial Bank Ltd. Kathmandu
21. Sunrise Bank Ltd. Kathmandu
22. NMB Bank Ltd. Kathmandu
23. NIC Asia Bank Ltd. Kathmandu
24. Mega Bank Nepal Ltd. Kathmandu
25. Civil Bank Ltd. Kathmandu
26. Century Bank Ltd. Kathmandu
27. Sanima Bank Ltd. Kathmandu
28. Janata Bank Nepal Ltd. Kathmandu

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 CHAPTER-3
CORPORATE INTRODUCTION

NMB Bank Limited, authorized as an "A" class financial foundation by Nepal Rastra Bank in
May 2008, has been working in the Nepalese monetary market for more than twenty years and is
one of the main business banks in the banking industry.

The bank has a joint venture concurrence with Nederlandse Financierings-Maatschappij voor
Ontwikkelingslanden (FMO), wherein FMO holds 20% of the bank's offers and is the biggest
investor of the bank. In September 2016, the bank consented to a joint venture arrangement with
Nederlandse Financierings-Maatschappij voor Ontwikkelingslanden (FMO), the Dutch
development bank following which FMO turned into the single biggest investor of the bank. The
organization together with FMO positions the NMB Bank in turning into the market pioneer in
overseeing natural and social dangers and the main player in renewable energy and agribusiness.
3.1 Vision

Building communities through responsible banking, preferred by all stakeholders, enabling

customers and clients achieve their financial goals thus contributing towards prosperous Nepal.

3.1 Mission

 Helping clients and customers to achieve financial security

 Strengthening and promoting sustainable socio economic development by working
actively with local and international stakeholders.
 Being responsible for bringing about positive environmental and social impacts
 Promoting self-reliance through financial products for real economy
 Creating an innovative climate within the organization, utilizing the skills and potential of
staff.
 Delivering banking products and services to create delightful customer experience.
 
3.2 5Bs of Our Success

1. Be innovative with the changing time

2. Be a team player and deliver results together
3. Be responsible to our actions
4. Be prudent for sustainable and consistent growth
5. Be committed to service excellence

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3.3.Board Structure
 
The Board maintains a diverse set of individuals from various backgrounds. The inclusive nature
of the Board structure brings individuals of varied skill sets and experiences together which we
believe contributes in generating comprehensiveness in the Bank’s decision making process and
strategies.
 
Board Member Representative Group Designation

Mr. Pawan Kumar Golyan Promoter Shareholder Chairman

Mr. Manoj Kumar Goyal Promoter Shareholder Director

Employees Provident Fund –

Mr. Rajendra Kafle Director
Promoter Shareholder

FMO, Netherlands –
Mr. Nico Pijl Director
Promoter Shareholder

Mr. Harischandra Subedi Public Shareholder Director

Mr. Hari Babu Neupane Public Shareholder Director

Altenate Director to Mr.

Mr. Nanda Kishor Rathi Nico Pijl - FMO, Alternate Director
Netherlands

Mr. Pradeep Raj Pandey   Independent Director

Table 2: Board of Directors

EXECUTIVE MANAGEMENT TEAM

Name Designation
Sunil KC Chief Executive Officer
Pradeep Pradhan Chief Finance and Operating Officer
Shabnam Limbu Joshi Chief Business Support Officer
Sharad Tegi Tuladhar Chief Risk Officer
Sudesh Upadhyaya Chief Business Officer
Govind Ghimire Chief Business Officer
Navin Manandhar Chief Business Officer
Pramod Dahal Company Secretary
Roshan Regmi Head-Operations

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 Table 3: Executive Management Team
3.4 NMB BANK BRANCHES:
NMB Bank has a total of 109 branches out of which 19 of them are inside Kathmandu Valley
and 90 of them are outside Kathmandu Valley.
Inside Valley Branches:
BABARMAHAL BRANCH NEWROAD BRANCH
BASUNDHARA BRANCH PULCHOWK BRANCH
BHAKTAPUR BRANCH PUTALISADAK BRANCH
CHABAHIL BRANCH SITAPAILA BRANCH
KALANKI BRANCH TEENKUNE BRANCH
KANTIPATH BRANCH TEKU BRANCH
KAPAN BRANCH THAIBA BRANCH
KUMARIPATI BRANCH THAMEL BRANCH
LUBHU BRANCH THAPATHALI BRANCH
NAXAL BRANCH

Table 4: Inside valley branches

NMB Bank has ATM’s at 98 various locations for the easiness of its clients.

3.5 PRODUCTS AND SERVICES OFFERED:

 ACCOUNTS AND DEPOSITS:

 Saral Bachat Khata

 NMB DELIGHT SAVINGS AC
 PAYROLL SAVINGS
 ATULYA BACHAT
 FIXED DEPOSITS

The various rates as per tenure are as follows:

Tenure Institution Individual

1 month 6.00% 8.00%
>1 month to <3 months 9.15% 8.00%
>=3 months to <6 months 9.50% 11.00%
>=6 months to <1 year 10.00% 11.00%
>=1 year to <2 years 9.50% 11.00%
>2 years 9.00% 9.00%

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 Table 5: Fixed Deposit Rates

 LOCKER SERVICE

 LOAN FACILITIES:

 AUTO LOAN
 HOME LOAN
 EDUCATION LOAN
 LOAN AGAINST FIXED DEPOSITS
 MEDICAL EMERGENCY LOAN
 CONSUMER DURABLE LOAN

 CARDS

 DEBIT CARD

 CREDIT CARD

 DOLLAR CARD

3.6 SOCIAL INITIATIVES:

 HERITAGE PAINTING

 HERITAGE WALK

 HERITAGE CLEAN UP

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 CHAPTER IV

RESEARCH METHODOLOGY

In this chapter, the research approaches used in the research will be introduced in details
and sample selection methods are also been provided.

Research Approaches: -

Both qualitative and quantitative approaches of research were used in the report.
Reactions of respondents were noted through BOTH electronic questionnaire and
printed questionnaire consisting of 16 questions based on different approaches.

Qualitative Research: is the research approach generally used by researchers, Scientist

studying Human Behaviour, Attitude and Habits.

 Extremely useful when a subject is too complex to answered by a simple Yes or No.
 Easier to carry out
 Always generate useful data
 Not dependent upon sample size

Quantitative Research: is the research approach generally used in the fields of Social Sciences,
Education, and Management.

• It is usually based upon numerical measurement.

• Associated with large sample or large scale studies.

• It is used to test the results gained by a qualitative approach.

• Expensive, difficult, time consuming.

• Graph, tables are used to present the analysis.

Problem Statement:

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“Functioning & Marketing of a Commercial Bank.
4.1 Need for study:
This Research paper goes for exploring the various functioning and marketing strategies used by
a bank in its functioning with a specific end goal to uncover the issues it might have and give
proposals for enhancing consumer services. The research focuses on current customer’s base of
the Sunrise Bank Limited on the basis of customer loyalty, customer retention and customer
Equity correspondingly.
4.2 Objective: -

 To study the level of customer satisfaction level of NMB Bank.

 To know about functioning process of the company.
 Future Growth prospective of the company.
 Various products and services offered by a Bank.
 What are the key areas that NMB Bank has to gain a competitive advantage over its
customers?
 What are the best offerings of NMB bank that customers like about the brand?

4.3 Research Method

In this research I have followed descriptive method of study. The complete research which is
done in this project is through both form of data i.e.., the primary data as well secondary data
which includes observations, questionnaire, and internet.

I have made this report with utmost care and have drawn conclusions and provided
recommendations according to my knowledge afterwards.

4.4 Tools and Methods used in Research

Table 6: Tool and methods used in Research.

S.no Tool and methods

1 Type of research Descriptive Research

2 Sample size 75

3 Sampling method Probability Method: Simple Random

Sampling
4 Collecting method Primary Method

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 5 Types of Data collection Questionnaire
method(Instrument)
6 Geographic Location Kathmandu

7. Sampling Population Finite

8. Reference Period Month of May and June 2018

4.5 Data Analysis:

Analysis was done on the basis of 16 parameters. Tables and Graphs were developed on these
parameters to make conclusion. Customers Satisfaction level was measured based on this.

Both Qualitative and Quantitative strategies were utilized as a part of this Research. An
electronic survey was conveyed and 75 reactions were gathered. Later, the survey results were
examined by Typeform and Excel.

The result of this Research give helpful data to the measure of NMB Bank customer portfolio
and their satisfaction level both in theoretical and practical regards. By experimental discovery,
customers were nearly more satisfied by the service as opposed to their products. All the more
imperatively, the poor after-sales service were the main elements to customer dis-satisfaction.

In order to present the report with a pragmatic approach along with the theoretical aspect both
primary and secondary data is collected so as to prepare my report with facts and figures.

4.6 PRIMARY DATA COLLECTION

The source of primary data was the information generated through drafted questionnaire
conducted for the customers. In questionnaire, the list of questions was asked taking into
consideration the psychology of customers and on the basis of that, I have made the observation
about the consumption behaviour and the preferences of the consumers.

4.6 SECONDARY DATA COLLECTION

The secondary data is also of utmost importance. It helps in the depth analysis of the
organization. There were various sources of secondary data.
CHAPTER-V

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 DATA ANALYSIS AND INTERPRETATION

1. Gender Distribution

Table 7: Gender Distribution

SNo. Classes Frequency
1. Male 42
2. Female 33
Total 75

Gender

Male
44% Female
56%

INTERPRETATION:
From the above table and graphs it was known that major of the respondents were Male i.e..,
56% and rest 44% were Female.

2. Age Distribution

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 Table 8: Age Distribution
SNo. Classes Frequency
1. 18-25 23
2. 26-35 26
3. 36-45 21
4. 46-55 4
5. 56-65 1
6. Above 65 0
Total 75

Age

5%1% 18-25
31% 26-35
36-45
28%
46-55
56-65
Above 65

35%

INTERPRETATION:
From the above table and graphs it was known that major of the respondents were of 26-35 age
group which accounts 35% of the total sample size.
3. Marital Status

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 Table 9: Marital Status
SNo. Classes Frequency
1. Single 26
2. Married 49
Total 75

Marital

35%

65%

Single Married

INTERPRETATION:
From the above table and graphs it was known that major of the respondents were married i.e.
65% and rest 35% were single.

4. Household Income

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 Table 10: Household Income
SNo. Classes Frequency
1. Less than 50000 3
2. 50000-99999 5
3. 100000-149999 7
4. 150000-199999 13
5. 200000-249999 15
6. 250000-350000 17
7. Above 350000 11
8. Not prefer to answer 4
Total 75

Household Income

Less than 50000

5% 4% 7% 50000-99999
15% 100000-149999
9% 150000-199999
200000-249999
250000-350000
17% Above 350000
23% Not prefer to answer

20%

INTERPRETATION:
From the above table and graphs it was known that major of the respondents belonged to
250000-350000 income group which belonged to 23% of the total sample size.
5. Employment Status

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 Table 11: Employment Status
SNo. Classes Frequency
1. Student 13
2. Self Employed 22
3. Part time employment 7
4. Full time employment 25
5. Not prefer to answer 8
6. Total 75

Employment Status

11% 17% Student

Self employed
Part time employment
Full time employment
33% Not prefer to answer
29%

9%

INTERPRETATION:
From the above table and graphs it was known that major of the respondents were employees
who were full time employed and it constituted 34% of sample size.
6. Do you have account with NMB Bank?

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 Table 12: Account maintained with NMB Bank
SNo. Classes Frequency
1. Yes 71
2. No 4
Total 75

Account maintained with NMB Bank

5%

Yes
No

95%

INTERPRETATION:
From the above table and graphs it was known that major of the respondents maintained
accounts with NMB Bank i.e. 95% of sample size.

7. How did you first learn of NMB Bank?

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 Table 13: Awareness about the bank
SNo. Classes Frequency
1. Internet search 10
2. Referred by a friend 8
3. Seeing a branch location 22
4. Newspaper 18
5. Seen ads on social media 15
6. Others 2
Total 75

Awareness about the bank

3% 13% Internet Search

20% Referred by a friend
Seeing a branch location
11%
Newspaper
Seen ads on social media
Others

24%
29%

INTERPRETATION:
From the above table and graphs it was known that major of the respondents came to know about
NMB bank by seeing their branch locations (i.e. 29%).
8. Why did you choose NMB Bank?

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 Table 14: Why did you choose NMB Bank
SNo. Classes Frequency
1. Convenient locations 26
2. Better rates 24
3. Lower fees 13
4. Friendly service 6
5. Electronic banking options 3
6. Others 3
Total 75

Reason for choosing NMB Bank

30

25 26
24
20

15

13
10

5 6
3 3
0
Convenient Better rates Lower fees Friendly service Electronic Others
locations banking options

Number of respondents

INTERPRETATION:
From the above table and graphs it was known that major of the respondents choose NMB Bank
because of convenient locations as NMB bank has 109 branches in Nepal which makes
customers easy to commute to the bank whenever required.
9. Have you seen or heard our ads on any of the following? (Please choose all that
apply)

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 Table 15: Seen or heard about our ads
SNo. Classes Frequency
1. Social Media 55
2. TV 58
3. Newspaper 52
4. Magazine 35
5. Radio 28
6. Third-party website 19
7. Others 18

58
60 55
52

50

40 35

28
30

19 18
20

10

0
Social Media TV Newspaper Magazine Radio Third-party Others
website

INTERPRETATION:
From the above table and graphs it was known that major of the respondents have seen or heard
ads of NMB Bank in TV (i.e. 58 out of 75 respondents have seen ads in TV)
10. Did you visit our website before choosing to open an account?

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 Table 16: Did you visit our website
SNo. Classes Frequency
1. Yes 35
2. No 40
Total 75

Yes
No 47% Yes
53% No

INTERPRETATION:
From the above table and graphs it was known that major of the respondents didn’t visit the
banks website before opening their account (i.e. 53% of total sample size).

11. How would you describe your feelings towards the volume of email you receive from us?

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 Table 17: Describe your feelings
SNo. Classes Frequency
1. Too little 20
2. Just right 44
3. Too much 11
Total 75

15%
27%

Too little
Just right
Too much

59%

INTERPRETATION:
From the above table and graphs it was known that major of the respondents felt that they
received the right amount of mails from NMB Bank i.e. neither too little nor too much.

12. What are the reasons for using NMB Bank services?

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 Table 18: Reasons for using NMB Bank services
SNo. Classes Frequency
1. High interest rate 14
2.. More number of branches 21
3. Wide range of products 14
4. Mobile money 16
5. Others 10
Total 75

Reasons for using NMB Bank services

13% 19% High interest rate

More number of branches
Wide range of products
21% Mobile money
Others

28%

19%

INTERPRETATION:
From the above table and graphs it was known that major of the respondents were using NMB
Bank services because of more number of branches which accounted to 28% of total sample size.
13. NMB Bank products mostly used by you?

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 Table 19: Products mostly used
SNo. Classes Frequency
1. Deposits 22
2. Loan services 12
3. Remittance services 14
4. Fixed Deposits 11
5. Mobile money 14
6. Others 2
Total 75

Products mostly used

3%
Deposits
19%
29% Loan services
Remittance services
Fixed Deposits
15% Mobile money
Others
16%
19%

INTERPRETATION:
From the above table and graphs it was known that the most used product by respondents was
deposits which constituted 29% of sample size.
14. What do you want as improvements of NMB Bank services?

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 Table 20: Want as improvements
SNo. Classes Frequency
1. Quick response and 14
problem solving ability
2. Adding ATM locations over 9
the country
3. Spacious service areas 15
4. Old aged saving accounts 26
5. Others 11
Total 75

Improvements
15% 19%

12%

35%

20%

Quick response and problem solving ability Adding ATM locations over the country
Spacious services areas Old aged saving accounts
Others

INTERPRETATION:
From the above table and graphs it was known that major of the respondents want to have better
saving accounts as improvement in NMB Bank services.
15. Would you recommend NMB Bank to your friends and relatives?

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 Table 21: Recommendation
SNo. Classes Frequency
1. Yes 68
2. No 7
Total 75

Recommendation

9%

Yes
No

91%

INTERPRETATION:
From the above table and graphs it was known that major of the respondents would recommend
NMB bank to their friends and relatives which accounted for 91% of the total sample size.

CHAPTER-VI

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 CONCLUSIONS, RECOMMENDATIONS AND LIMITATIONS

6.1 FINDINGS

The research was conducted to know effectiveness of Functioning and Marketing of NMB Bank

Limited from the Observation made on both the Staffs and the present clients, investigation was

directed according to of their responses. In this way, out of that, some imperative and helpful

discoveries assembled are as per the following:

The Research Paper accounts following outcomes: -

 Dissecting the client by their age bunch we found that 26-35 age gathering was the most

astounding took after by 18-25 young clients.

 Analyzing the client by their occupation, Full time employment accounts most

astounding took after by Self-employed people.

 It was also found that 95% of people had maintained accounts with NMB Bank.

 It also came into knowledge that most of the clients learnt about the bank by seeing a

branch location.

 Most of the customers chose NMB Bank because it has more number of branches (i.e.

109) in Nepal.

 The most used product by the clients was deposits

 The improvement that most of the client wanted was to replace the old aged saving

accounts and bring in new accounts with higher interest rates and more facilities.

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6.2 CONCLUSION

In the course on conducting this research there were several conclusions drawn on the concepts

of Functioning & Marketing of commercial banks which included aspects of products offered by

banks, customer services and augmented products with it. Further what are the aspects of the

company that makes it competitive in nature with respect to other brands in the market?

Concepts of brand Image, Brand loyalty and Brand equity was realized. A fundamental principle

of marketing as known is that it is easier to retain customers than to create new ones. Therefore,

this report focused on how to deal with the existing customers and create an integrated customer

relationship management that can help the company to serve its loyal customers in the best way

possible.

The outcome to this paper would give the organization a reasonable comprehension about the

customer input and their satisfaction level furthermore to comprehend what the contenders are

doing with a specific end goal to expand their deals by this exploration the organization can

enhance their technique furthermore enhancing administration system so that the customer is

fulfilled as well as enchanted.

NMB Bank Limited has a strong market share in Banking Industry in Nepal it has significantly

captured Nepalese market and expanding taking 1st step by merging Narayani Nation Finance

with the bank which made in increase in number of branches of the bank..

To accomplish its central goal of setting up itself as one of the potential national advancement

banks, NMB ought to meet the clients' desire at any expense and pleasure them generally. For a

saving money part to lead ahead from its opposition, it needs to catch the potential section of

clients by offering them more than what they anticipate.

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6.3 SUGGESTIONS

Nothing on the planet is develop as great. Certain defects, shortcomings are controlled by

everything, so does managing a banking organizations. In the same sense, NMB Bank Limited,

in its method for performing and managing the clients, comprises of a few downsides. According

to this, specific General and additionally Specific suggestion are given to the establishment,

which are as per the following:

I. General Suggestions

 The banks ought to concoct wide assortment of items and administrations and spotlight

on administration expansion.

 Proficiency in interdepartmental correspondence ought to be given more need.

 The client portfolio if enhanced, a wide exhibit of clients can be pulled.

 The distinctive plans that the bank thinks of should be showcased in an appropriate way.

 The inward clients of the bank, the workers should be propelled and assessed in a great

looking way.

 The physical offices of the bank can be enhanced e.g. extensive region, love seats and

seats for the clients to sit and unwind

II. Particular Suggestions

a. Higher Interest rate:

As indicated by the particular exploration directed, the reaction to the necessities of

higher loan cost is most extreme. This is especially in light of the fact that numerous

money related establishments are giving around 5-8% interest rate on saving account

which suggests that client is not fulfilled by the present loan fee of the bank. Alternate

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 contenders are giving comparative administrations at a higher loan cost which is much

more alluring than that of NMB Bank Limited.

b. Better client administration:

Steady, solid development is based on the gainfulness of the client, not on their crude no,

of faithfulness. The two looks into that were completed had some a player in

administration department`s issue included.

c. Particular administration for "Unique" clients:

The extraordinary clients with different records in the bank, taking periodic advances,

owing the locker offices ought to be legitimately treated by the bank. They are the

wellsprings of a great deal of profit for the banks. Thusly, the bank can devise a specific

administration whereby, uncommon customers can be offered advance as a sponsored

rate or developed credit, blessing vouchers and so forth.

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6.4 Achieved Goals/Objectives

 Get to Know about the important significant of fragmentation in the professional works

 Get to Know about the market positioning of NMB Bank Limited

 Get to Know about the day to day transaction carried out by banking industries.

 Get to Know about the structuring of the institute and their functions

 Get to Know about the overall functioning of different delegated departments of NMB
Bank namely Marketing Department (MD), other department in brief.

 Get to Know as much as possible from the members of the bank through good and
friendly relationship.

 Get to Know about different products of the bank.

Not Achieved Goals

 Found less matchup with theoretical and practical learning during work.

 Less array of knowledge regarding remote area branching of bank.

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6.5 LIMITATIONS

 Respondents were not so keen and interested in filling up the questionnaire.

 Being a novice in conducting research, I realized that I had limited knowledge about the topic.
 Problem in availability of needful information.

 Respondents were also not literate enough to understand the topic.

 Since it was a wide topic, so there was a time constraint of 1 months to learn.
 This research has been conducted in the certain location of Nepal. Hence, the outcome may
differ when any other market is chosen.

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 CHAPTER-VII

BIBLIOGRAPHY

BOOKS

 Kotler Philip; 13th Edition; ‘Marketing Management: A South Asian Perspective’

 Rose Peter S.’s Commercial Bank Management, 4th and 5th Edition
 Philip Kotler et al’s Principle of Marketing, 12th Edition
 Besterfield et al’s Total Quality of Management, 3rd Edition
 Harvey Maylor’s Project Management, 3rd Edition
 Thomas L. Wheelen et al’s Strategic Management and Business Policy, 9th Edition

WEBLIOGRAPHY
WEBSITES
 http://nmbbanknepal.com/
 http://nmbbanknepal.com/category/saving-accounts.html
 http://nmbbanknepal.com/auto-loan.html
 http://nmbbanknepal.com/about-us.html
 http://nmbbanknepal.com/socialactivities
 https://en.wikipedia.org/wiki/NMB_Bank_Nepal
 https://en.wikipedia.org/wiki/Commercial_Banks_of_Nepal
 https://www.nmbbank.net/login.xhtml
 http://nmbbanknepal.com/reportsdatewise/annual-report
 http://franke.nau.edu/images/uploads/cdo/BMO-Retail%20Banking%20Internship
%209_1_16(1).pdf
 http://www.economicsdiscussion.net/banks/commercial-banks-its-functions-and-
types-explained/4149
 https://admin.typeform.com/form/aBaeJi/create
 https://admin.typeform.com/form/aBaeJi/results

CHAPTER-VIII

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 ANNEXURE

8.1 Research Questionnaire

I am the student of Amity School of Business currently in the 5th semester. I would be grateful if
you spend 10 minutes to fill out this questionnaire. Your answers will be part of a research
project on Employee job satisfaction. All answers will be handled with confidentiality.

1. What is your name?

2. What is your gender?

 Male
 Female

3. What is your age?

 18-25
 26-35
 36-45
 46-55
 56-65
 Above 65

4. Marital Status?
 Single
 Married

5. What is your household income?

 Less than 50000
 50000-99999
 100000-149999
 150000-199999
 200000-249999
 250000-350000
 Above 350000
 Not prefer to answer

6. Employment Status?
 Student
 Self-employed
 Part time employment
 Full time employment
 Not prefer to answer

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7. Do you have account with NMB Bank?
 Yes
 No

8. How did you first learn of NMB Bank?

 Internet Search
 Referred by a friend
 Seeing a branch location
 Newspaper
 Seen ads on social media
 Other

9. Why did your choose NMB Bank?

 Convenient locations
 Better rates
 Lower fees
 Friendly service
 Electronic banking options
 Other

10. Have you seen or heard our ads on any of the following? (Please choose all that apply)
 Social media
 TV
 Newspaper
 Magazine
 Radio
 Third-party website
 Other

11. Did you visit our website before choosing to open an account?
 Yes
 No

12. How would you describe your feelings towards the volume of email you receive from us?
 Too little
 Just right
 Too much

13. What are the reasons for using NMB Bank Services?
 High interest rate
 More number of branches
 Wide range of products

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  Mobile money
 Other

14. NMB Bank product mostly used by you?

 Deposits
 Loans
 Remittance services
 Fixed deposits
 Mobile money
 Other

15. What do you want as improvements of NMB Bank Services?

 Quick response and problem solving ability
 Adding ATM locations over the country
 Spacious service areas
 Old aged saving accounts
 Other

16. Would you recommend NMB Bank to your friends and relatives?
 Yes
 No

LIST OF TABLES:

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 Table 1: Commercial Banks in Nepal
Table 2: Board of Directors
Table 3: Executive Management Team
Table 4: Inside Valley branches
Table 5: Fixed Deposit Rates
Table 6: Tool and methods used in Research.
Table 7: Gender Distribution
Table 8: Age distribution
Table 9: Marital Status
Table 10: Household Income
Table 11: Employment Status
Table 12: Account maintained with NMB Bank
Table 13: Awareness about the bank
Table 14: Why did you choose NMB Bank
Table 15: Seen or heard about our ads
Table 16: Did you visit our website
Table 17: Describe your feelings
Table 18: Reasons for using NMB Bank services
Table 19: Products mostly used
Table 20: Want as improvements
Table 21: Recommendation

LIST OF FIGURES:

Figure 1: Various functions of a commercial bank

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