CUSTOMER SERVICE DEPARTMENT, CREDIT DEPARTMENT IN

EVEREST BANK NEPAL LIMITED

Gwarko, Lalitpur

By

Saru Shrestha

PU Registration Number: 034-2-2-00665-2010

Campus Name: Himalayan White House International College

An internship report submitted to the

Purbanchal University, Faculty of Management

in partial fulfillment for the Degree of

Bachelor of Business Administration (BBA)

November, 2014
 RECOMMENDATION

This is to certify that the Internship Report prepared and submitted by MS SARU
SHRESTHA, entitled CUSTOMER SERVICE DEPARTMENT, CREDIT
DEPARTMENT, has been approved by the Department in the prescribed format of
Faculty of Management. This Internship Report is forwarded for evaluation.

Roopesh Shrestha Lucia BustabadLagoa

Internship Supervisor Academic Coordinator

Signature:…………………….. Signature:…………………

NOVEMBER ,2014

VIVA – VOCE SHEET

We have conducted the Viva-Voce Examination of the Internship Report presented by
SARU SHRESTHA entitled CUSTOMER SERVICE DEPARTMENT, CREDIT
DEPARTMENT and found that the report has been the independent work of the student
written according to the prescribed format of the Faculty of Management. We
recommend the report to be accepted as partial fulfillment of the requirement for the
Degree of Bachelor of Business Administration.

……………………..
Roopesh Shrestha
Internship Supervisor

……………………..

Lucia BustabadLagoa

Academic Coordinator

……………………..

…………………….

External Expert

November, 2014
 DECLARATION

I hereby declare that the Internship Report entitled CUSTOMER SERVICE

DEPARTMENT, CREDI DEPARTMENTT is my original work written independently
and submitted in partial fulfillment of the requirements for the Degree of Bachelor of
Business Administration, Faculty of Management, Purbanchal University. This report has
not been submitted to any other College of University for award of academic degree.

Signatire:………………….

Name:…………………….

Date:……………………..
 ACKNOWLEDGEMENT

This study was carried out as the partial fulfillment of the academic requirement of BBA
Program; Faculty of Management, Purbanchal University. Effort has been made to ensure
that the report is as professional as possible.

It has been great experience working in Everest Bank Limited and making the project
under the heading “Customer Service Department, Credit Department of Everest Bank
Limited”. This project is dedicated to all the people who have helped me directly or
indirectly to complete this project.

I am much grateful to Purbanchal University for designing program which helps

management student like me to have insight understanding of the real world situation of
the banking sector. I am also thankful to my college, Himalayan White House College ,
for providing helpful guidelines needed during internship. Special thanks to Mr. Roopesh
Shrestha and Lucia BustabadLagoa and all the friends for providing suggestion.

During the period of internship, I got an opportunity to meet many respectable persons
and through them I gained lots of knowledge. I would like to express my sincere gratitude
to the HWIC for providing me the opportunity to work as an intern and letting me gain
practical knowledge in the banking area.

Furthermore, I want to thank entire team of Gwarko branch, who despite of their busy
schedule have provided me a lot of valuable suggestions and encouragement for the
preparation of this report. With their help I was able to learn so much about banking and
its operation. I express my gratitude to my seniors for their constant support and
cooperation.
 ACRONYMS

ABBS : Any Branch Banking Services

ATM : Automated Tailored Machine

BBA : Bachelor in Business Administration

BOD : Board of Directors

Co. : Company

CSD : Customer Service Department

ECC : Electronic Cheque Clearance

E-banking : Electronic Banking

Email : Electronic Mail

FOM : Faculty of Management

KYC : Know Your Customer

NRB : Nepal Rastra Bank

NTC : Nepal Telecom Corporation

No. : Number

PU : Purbanchal University

PNB : Panjab National Bank

SCT : Smart Card Technology

SMS : Short Message Service

 EXECUTIVE SUMMARY

This report discusses the finding an observation carried out on letter of Customer Service
Department; credit Department of Everest Bank Limited, Gwarko. The study gives an
insight into the guarantee of the client towards the banks service. The study show that
EBL is performing very efficiently and smoothly in this competitive business era.

In this study there are five chapters. First chapter deals with the background of the study
area of need, objective, methodogy and limitation of the study.

Second chapter deals with the introduction of bank industry in Nepal, introduction of
EBL its vision, mission, objective, organizational structure, activities performed by intern
in the bank and future plan of EBL, Gwarko .

The job profile and activities performed are covered in the third and fourth chapter. It
includes introduction, process involved in parties involved in, Benefits, credit
Department.

Chapter fourth and fifth include Data analysis, Summary, Conclusion and Feedback of
the bank.
 LIST OF CONTENTS

TITLE

RECOMMENDATION

VIVA-VOCE SHEET

DECLERATION

ORGANIZATION CERTIFICATION

ACKNOLEGEMENT

ACRONYMS

EXECTUIVE SUMMARY

CHAPTER I: INTRODUCTION

1.1 Background of study 1

1.2 Objectives of study 2
1.3 Signifance of study 4
1.4 Limitation of study 4

Chapter II: Introduction of the Banking Industry

2.1 History of Bank 5

2.2 History of banking in Nepal 6

2.3 Everest Bank Limited 9

2.3.1 Brief Profile 9

2.3.2 Joint Venture Partner 9

2.3.3 Networks 9

2.3.4 Performance 10

2.3.5 Award 10

2.3.6 Pioneering achievements 10

2.3.7 Share holding composition 11

2.4 Objective 14

2.4.1 Visions 14

2.4.2 Mission 14

2.5 Board of Director 15

2.6 Organization 15

CHAPTER III: STUDY OF DEPARTMENT

3.1 Financial Department 17

3.2 Credit Department 18

3.3 Human Resources Department 18

3.4 Treasury Department 19

3.5 Corresponding banking and remittance 20

3.6 Information Technology Department 20

3.7 Legal Department 21

3.8 Inspection Department 22

3.9 General Administration Department 22

CHAPTER IV: DATA ANALYSIS AND PRESENTATION

4.1 Data Analysis 23

4.1.1 Profitability Ratios 23

4.1.2 Return on Assets (ROA) 24

4.1.3 Return on Equity (ROE) 25

4.1.4 Equity Ratio 26

4.1.5 Interest Spread Ratio (ISR) 28

4.1.6 Liquidity Ratio 30

4.1.7 Current Ratio 30

4.1.8 Quick Ratio 32

4.1.9 Cash Reserve Ratio (CCR) 34

4.2 SWOT Analysis 35

4.2.1 Strength 36

4.2.2 Weakness 37

4.2.3 Opportunities 38

4.2.4 Threats 38
CHAPTER V: FINDING AND RECOMMENDATIONS

5.1 Summary 39

5.2 Finding 39

5.3Recommendation 40

LIST OF FIGURE

Figure 1: Shareholding Composition

Figure 2: Return on Equity

Figure 3: Return on Equity

Figure 4: Return on Equity

Figure 5: Interest Spread Ratio

Figure 6: Current Ratio

Figure 7: Quick Ratio

Figure 8: Cash Reserve Ratio

Figure 9: SWOT

LIST OF TABLE

Table 1: Name of Bank

Table 2: Performance

Table 3: Share Holding Composition

Table 4: Board of Director

Table 5: Return on Assets

Table 6: Return on Equity

Table 7: Equity Ratio

Table 8: Interest Spread Ratio

Table 9: Current Ratio

Table 10: Quick Ratio

Table 11: Cash Reserves Ratio

BIOGRAPHY

APPENDIX