HANDLING CUSTOMER SERVICE DEPARTMENT AT THE COMMERCIAL BANK

MACHHAPUCHCHHRE BANK LIMITED

NEWROAD BRANCH KATHMANDU

By:
SushanRajbhandari
P.U. Registration No: 034 -2- 2- 015 – 2019
Himalayan Whitehouse International College

An Internship Report Submitted to:The Faculty of Management,

Purbanchal University
In Partial Fulfillment for the Degree of Bachelor of Business Administration (BBA)
Internship Period: JAN 30- APRIL 29, 2024

i
 VIVA-VOCE SHEET

We have conducted the Viva-Voce Examination of the Internship Report presented by

MrSushanRajbhandari , entitled “ HANDLING CUSTOMER SERVICE DEPARTMENT AT
THE MACHHAPUCHRE BANK LIMITED”, and found 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 be accepted as a partial fulfillment of the requirement for the Degree
of Bachelor of Business Administration.

………………………………..

Mr. Sulav Neupane

Internship Supervisor

………………………………..

Prof. Toya Narayan Poudel

Principal

………………………………..

External Expert

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 RECOMMENDATION

This is to certify that the Internship Report prepared and submitted byMr.SushanRajbhandari,
Entitle“HANDLING CUSTOMER SERVICE DEPARTMENT AT THE
MACHHAPUCHRE BANK LIMITED”has been approved by theDepartment in the
prescribed format of Faculty of Management. This Internship Report isforwarded for evaluation.

……………………..
Mr. Sulav Neupane
Program Head, BBA

DECLARATION

iii
I hereby declare that the Internship Report“ HANDLING CUSTOMER SERVICE
DEPARTMENT AT THE MACHHAPUCHRE BANK LIMITED”, is my original work
written independently and submitted in partial fulfillment of the requirements for the degree of
Bachelor of BusinessAdministration (BBA), Faculty of Management, Purbanchal University.
This report has not been submitted to any other college or University for an academic degree.

SushanRajbhandari
Putalisadak
Registration No: 034 -2- 2- 015 – 2019
BBA 7th Semester (Marketing)

ACKNOWLEDGEMENTS

The report entitled “ HANDLING CUSTOMER SERVICE DEPARTMENT AT THE

MACHHAPUCHRE BANK LIMITED”, is prepared for the partial fulfillment of the
requirements for the degree of Bachelor of Business Management offered by Purbanchal

iv
University, based on the activities performed and experience gained during the internship period.
I would like to express my deep and sincere gratitude to Purbanchal University, for providing a
wonderful opportunity to enhance my educational knowledge and build up skills in practical
working conditions.

I would also like to extend my sincere thanks to Mr. Sulav Neupane and Mr. Diwas Tamang for
their respective roles as the H.O.D. and coordinator of the BBA Department. Their assistance
and clarifications have been immensely beneficial in navigating the complexities of this report.

Secondly, I would like to thank MrRashukafle for giving me this opportunity to work as an
intern. I am also using this opportunity to express my deepest gratitude towards everyone who
guided me throughout my internship program.

Sushanrajbhandari
BBA 7th Semester

TABLE OF CONTENT

VIVA- VOCE SHEET……………………………………………………………………………ii

RECOMMENDATION…………………………………………………………………………..iii
DECLARATION…………………………………………………………………………………iv
ACKNOWLEDGEMENT………………………………………………………………………...v
TABLE OF CONTENT…………………………………………………………………………..vi
LIST OF FIGURES……………………………………………………………………………...vii
ABBREVATION………………………………………………………………………………..viii
EXECUTIVE SUMMARY………………………………………………………………………ix
CHAPTER I……………………………………………………………………………………...1

v
INTRODUCTION………………………………………………………………………………...1
1.1 Background of Internship……………………………………………………………………..1
1.2 Objective of the study…………………………………………………………………………1
1.3 Significance of the study………………………………………………………………………2
CHAPTER II……………………………………………………………………………………3
BRIEF PROFILE OF MACHHAPUCHCHHRE BANK LIMITED AND CUSTOMER
SERVICE DEPARTMENT……………………………………………………………………….3
2.1 Introduction of Machhapuchchhre Bank Ltd.………………………………………………...3
2.2 Departments under MBL……………………………………………………………………...4
2.3 Major products and services…………………………………………………………………..5
2.4 Organizational Structure………………………………………………………………………6
2.5 Customer Service Department at MBL………………………………………………………..6
CHAPTER III…………………………………………………………………………………..8
ANALYSIS OF WORKS AND ACTIVITIES PERFORMED…………………………………..8
3.1 Internship period Activities……………………………………………………………………8
3.2 Major projects worked………………………………………………………………………...9
3.3 SWOT Analysis……………………………………………………………………………….9
CHAPTER IV…………………………………………………………………………………11
OBSERVATION, EXPERIENCE AND PROFESSIONAL SKILLS LEARNED……………...11
4.1 Observation at customer service department………………………………………………...11
4.2 Main issues identified………………………………………………………………………..11
4.3 Methodology…………………………………………………………………………………12
4.4 Solutions offered……………………………………………………………………………..13
4.5 Experience gained at MBL…………………………………………………………………..13
4.6 Skills learnt at MBL………………………………………………………………………….14
CHAPTER V……………………………………...…………………………………………….15
SUMMARY AND CONCLUSION……………………………………………………………..15
5.1 Summary……………………………………………………………………………………..15
5.2 Conclusion…………………………………………………………………………………...15
5.3 Recommendation…………………………………………………………………………….16
5.4 Recommendation to the Organization……………………………………………………….16
5.5 Recommendation to the College/ University………………………………………………...17
REFERENCE…………………………………….…...………………………………………….18
APPENDEX……………………………………………………………………………………...19

List of Figure

Table 1 Branch of Machhapuchhre Bank...............................................................................16

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 ABBREVATION

CSD Customer Service Department

ATM Automated Teller Machine

vii
KYC Know Your Customer

BAFIA Bank and Financial Institution Act

ECC Electronic Cheques Department

IME International Money Express

NRB Nepal Rastra Bank

CFL Central Finance Limited

CA Company Act

CEO Chief Executive Officer

CV Curriculum Vita

PU Purbanchal University

NPR Nepali Rupees

SMS Short Message Service

BBA Bachelor of Business Administration

EXECUTIVE SUMMARY

This internship report is all about experience during the 3months of internship program as an
intern at MACHHAPUCHRE BANK LIMITED, from JAN 30- APRIL 29, 2024. This report
has several chapters explaining the amount of information, details, facts, figures, tables, etc. In
very first chapter, it begins with a definition of internship program and explains the objectives of
the internship program as well as specific objectives behind internship at MACHHAPUCHRE
BANK LIMITED.

viii
Beside that in second chapter, it describes of the organization and explaining its mission, vision,
and objectives. In this chapter, report includes information on major markets and customers as
well as products and services offered by organization. Then comes third chapter where analysis
of work and activity are performed in internship of MACHHAPUCHRE BANK LIMITED
report represents details and information’s about the tasks performed, responsibilities given,
during internship period.

And the fourth chapter of this internship report summarizes the overall experience, attitude,
skills, work culture that intern learnt during internship period. It also explains about the
methodology, which is used in gathering data, information, facts, figures, tables etc. The very
last chapter includes summary, conclusion along with the feedback to theorganization and
university.

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 CHAPTER I
INTRODUCTION

1.1Background of Internship:
Machhapuchchhre Bank Limited (MBL) in Nepal is dedicated to providing top-notch services
that enhance customer satisfaction and build long-lasting relationships. Established as one of
Nepal’s prominent banks, Machhapuchchhre Bank focuses on delivering a range of banking
solutions, from traditional banking services to digital banking innovations.

As an intern in the Customer care department, Internee is likely responsible for managing
relationships between customers & bank, understanding their needs, and ensuring that the
services provided meet or exceed their expectations. This hands-on experience allows to apply
theoretical knowledge gained during Internee`s BBA studies to real-world scenarios. Internships
like these are crucial for professional development as they provide a platform to hone practical
skills, enhance interpersonal communication, and build a deeper understanding of customers
dynamics within the business environment. The exposure gained at MBL enables to witness the
services, fostering a comprehensive understanding of the bank. Overall, this internship plays a
pivotal role in shaping my career by offering valuable insights, practical skills, and a firsthand
understanding of the dynamics involved in within Customer care department a professional
setting.

1.2 Objective of the study:

The internship programs main objectives are to analyze the practical implication of theoretical
knowledge acquired during the BBA program.
Specific Objectives:
1. To cultivate valuable skills, and gain a strong sense of practicability out of it.
2. To expand network of professionals relationship and contact.
3. To gain working experience in banking sector.
4. To develop a sense of professional responsibility.

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5. To Maintaining an accurate record of all existing and potential customers.
6. To Oversee daily operations and makes adjustments as necessary.

1.3 Significance of the Study:

The transformative impact of internships on students; educational journeys is profound,
introducing a practical dimension often absent in traditional theoretical studies. Within the
academic realm, organizational systems are typically presented in a theoretical context, but
internships become invaluable platforms where theoretical knowledge seamlessly transitions into
real-world application. Here are some key benefits:
Practical Experience: Internships provide hands-on exposure to daily banking operations, such
as customer service, account management, and financial transactions. This experience is
invaluable and bridges the gap between theoretical knowledge and real-world application.
Skill Development: Interns develop crucial skills in finance, communication, data handling, and
problem-solving. Many of these skills are transferable to other areas of finance and business.
Networking Opportunities: Working in a bank allows interns to build a professional network
with mentors, managers, and peers, which can be helpful for future career opportunities.
Industry Insight: Internships help interns understand the inner workings of the banking sector,
including regulatory requirements, compliance, and risk management. This insight is beneficial
for anyone considering a long-term career in finance.
Career Clarity: An internship allows students to explore different banking functions, like retail
banking, credit analysis, and investment services.

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 CHAPTER II
BRIEF PROFILE OF MACHHAPUCHRE BANK LIMITED
AND CUSTOMER SERVICE DEPARTMENT.

2.1 Introduction of Machhapuchchhre Bank Limited:

Machhapuchchhre Bank Limited (MBL) is one of Nepal's leading commercial banks, established
in 1998 with its head office in Pokhara, Nepal. Named after the iconic Machhapuchchhre
(Fishtail) mountain, a symbol of pride and beauty in Nepal, the bank aims to provide modern
banking services to enhance the country's financial landscape. It is the first bank in Nepal to
introduce a centralized banking system, which has played a crucial role in ensuring efficient and
secure transactions across all its branches.

MBL offers a wide range of financial services, including savings and current accounts, loans,
credit facilities, remittance services, and digital banking options like mobile and internet
banking. With a network of branches, ATMs, and digital services across the country,

Mission
The mission of Machhapuchchhre Bank Limited is to offer high-quality banking services and
innovative financial solutions that meet the needs of the Nepalese people. The bank aims to
contribute to the economic growth of Nepal by providing accessible, reliable, and customer-
centered financial services.
MBL seeks to enhance customer satisfaction through efficient service, advanced technology,
and a well-trained workforce.

Vision
The vision of MBL is to be recognized as a leading bank in Nepal, driving financial inclusion
and development while maintaining a strong foundation in ethical banking. MBL strives to be a
bank of choice for customers and stakeholders by promoting sustainable banking practices, using
modern technology, and fostering financial literacy.

3
Goals
MBL's goals align with its mission and vision, focusing on:

Customer Satisfaction: Building strong relationships with customers by delivering personalized

services.

Expansion and Accessibility: Extending its reach across urban, semi-urban, and rural areas of
Nepal to provide inclusive banking.

Technological Advancement: Implementing advanced banking technologies, such as mobile

and internet banking, for greater convenience and efficiency.

Employee Development: Investing in staff training and development to build a skilled,

professional, and motivated workforce.

Sustainable Growth: Maintaining financial stability, profitability, and sustainable practices that
benefit both the bank and the community.

2.2 Departments under MBL:

Customer Service Department: Focuses on delivering excellent customer support, account

management, and services, ensuring high satisfaction and smooth banking experiences.

Credit and Loans Department: Manages loan products, credit assessments, and lending
services for individuals and businesses. This department evaluates and processes loan
applications, monitors loan performance, and mitigates credit risks.

Finance and Accounts Department: Oversees the bank’s financial management, reporting,
budgeting, and compliance with regulatory standards. This department ensures the bank’s
financial health and transparency.

4
Information Technology Department: Manages all technological resources, including digital
banking systems, cybersecurity, and IT infrastructure, ensuring the smooth operation of online
and mobile banking services.

Risk Management and Compliance: Identifies, evaluates, and mitigates risks related to
banking operations, ensuring compliance with national and international regulatory standards.

Human Resources Department: Focuses on recruiting, training, and managing the bank's
employees. It is responsible for employee development, performance management, and creating
a positive work culture.

Marketing and Sales Department: Develops strategies to promote MBL’s products and
services, handling advertising, public relations, and sales efforts to attract and retain customers.

Operations Department: Manages the day-to-day operations of the bank, including transaction
processing, cash management, and branch services to ensure efficiency across branches.

2.3Major Products and Services:

Major Products:
Deposit Accounts: Includes savings accounts, current accounts, and fixed deposits, catering to
individual and business needs.

Loan and Credit Facilities: Offers personal loans, home loans, auto loans, business loans, and
agricultural loans with competitive rates.

Remittance Services: Domestic and international remittance solutions for convenient and secure
money transfers.

Digital Banking: Mobile banking, internet banking, and SMS banking for easy access to
banking services from anywhere.

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Cards: Debit cards, credit cards, and prepaid cards for cashless transactions and withdrawals at
ATMs.

Major Services:
Trade Finance: Services like letters of credit and bank guarantees for businesses engaged in
imports and exports.

Treasury Services: Foreign exchange and money market services for currency exchanges and
investments.

Locker Services: Secure locker facilities to safeguard valuables and important documents.

Customer Support: Comprehensive customer service to handle account management,queries,

and assistance with banking services.

2.4 ORGANIZATIONAL STRUCTURE:

S.N. Province No. of Branches

1. Koshi Province 29
2. Madhesh Province 27
3. Bagmati Province 52
4. Gandaki Province 24
5. Lumbini Province 16
6. Karnali Province 5
7. Sudurpaschim Province 12
Total no of branches 165

Table 1 branch of Machhapuchre Bank

2.5 CUSTOMER SERVICE DEPARTMENT AT MBL:

The Customer Service Department (CSD) at Machhapuchchhre Bank Limited (MBL) plays a
vital role in ensuring a positive and seamless banking experience for all customers. It is
responsible for handling customer inquiries, addressing complaints, and providing assistance

6
with various banking services, such as account management, transaction processing, and product
offerings.

The department focuses on maintaining high levels of customer satisfaction through personalized
support, quick response times, and effective resolution of any issues. It acts as a key touchpoint
between the bank and its clients, ensuring that customer needs are met efficiently and
professionally.

In addition to routine services, the CSD is also involved in promoting new products and services,
offering guidance on the use of digital banking channels, and ensuring that customer feedback is
used to improve the overall quality of the bank's services. The department plays a key role in
building trust and long-term relationships with customers.

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 CHAPTER III
ANALYSIS OF WORKS AND ACTIVITIES PERFORMED

3.1 Internship Period Activities:

During my tenure in CSD at MBL, I spearheaded the daily operations, orchestrating necessary
adjustments for optimal functionality. I had several important responsibilities aimed at
supporting the department’s functions and gaining practical experience. The responsibilities that
I was included are:

Customer Assistance: Assisting customers with inquiries related to account opening, account
status, and general banking services. This includes answering basic questions and directing
complex issues to senior staff.

Transaction Processing Support: Helping with tasks such as processing deposits, withdrawals,
and account transfers under supervision, ensuring accuracy in documentation.

Handling Complaints and Feedback: Assisting in logging customer complaints, forwarding

them to the appropriate staff members, and following up on resolutions. This might also include
collecting feedback for service improvement.

Digital Banking Assistance: Guiding customers on using digital banking services, such as
mobile and internet banking, and helping troubleshoot minor technical issues.

Documentation and Filing: Assisting in maintaining organized records, filing documents, and
ensuring all paperwork related to customer interactions is correctly documented and easily
accessible.

Product Promotion: Informing customers about MBL's banking products and services, under
supervision, to help promote the bank's offerings.

Learning and Development: Observing daily operations, learning about banking policies and
regulations, and gaining insight into effective customer service techniques in a banking
environment.

8
Administrative Support: Performing general administrative duties like data entry, updating
records, and preparing reports as needed.

3.2 Major Projects Worked:

The major projects Internee actively participated is in several notable projects that significantly
contributed to her professional development. Onestandout project involvedrepresenting,
analyzing survey data to find patterns, such as frequent issues reported in online banking, and
suggesting improvements to enhance customer satisfaction.

Helping organize workshops or informational sessions for customers on using the mobile
banking app, tracking user engagement, and identifying barriers to digital adoption. Working on
a project to streamline the account opening process by identifying common challenges new
customers face and proposing solutions to make onboarding faster and easier. Working with
CSD staff to analyze recurring complaints, such as ATM service issues, and suggesting process
improvements to reduce these occurrences. Preparing a report comparing MBL’s customer
service features with those of competing banks and presenting recommendations for new service
offerings of customer complaints .

3.3 SWOT Analysis:

Strengths Weaknesses
 - Strong brand presence, especially in rural  - Limited international presence
and semi-urban areas compared to larger banks
 - Diverse range of products and services,  - High dependency on manual
including digital banking options processes in some areas
 - Customer-centric approach and high  - Limited network and reach
customer satisfaction compared to some competitors
 - Advanced technology adoption, first to  - Limited brand recognition on an
introduce centralized banking in Nepal international level
Opportunities Threats
 - Growing demand for digital banking and  - Intense competition from other
fintech solutions commercial banks
 - Economic instability and inflation
 - Expanding financial inclusion in rural areas
in Nepal
 - Opportunities to introduce new services  - Regulatory changes impacting

9
 Opportunities Threats
(e.g., investment products) operational costs
 - Potential partnerships with international  - Cybersecurity risks associated
banks for remittance and trade with digital banking

CHAPTER IV

10
 OBSERVATIONS, EXPERIENCE AND PROFESSIONAL SKILLS LEARNED

4.1 Observation at Customer Service Department :

During my internship at MBL, Intern had the privilege to reveals a strong focus on customer
satisfaction and service efficiency. The team is dedicated to addressing customer needs promptly,
handling inquiries, and providing assistance with a wide range of banking services, from account
management to digital banking support. Staff members demonstrate professionalism, patience,
and a customer-first approach, which helps build trust and loyalty among clients.

Additionally, the department leverages digital tools to streamline processes, though some manual
aspects still remain. Overall, the CSD plays a crucial role in enhancing MBL’s reputation and
supporting customer retention by ensuring a positive banking experience.

4.2 Main Issues Identified:

High Customer Waiting Times: Due to high foot traffic, customers may experience longer
waiting times, impacting satisfaction levels and efficiency.

Limited Digital Integration: While MBL has digital banking services, some processes still
require manual intervention, which can slow down service and lead to errors.

Resource Constraints: Limited staffing during peak hours can lead to overburdened staff,
reducing their ability to attend to customers effectively.

Complaint Resolution Delays: Due to inadequate tracking and follow-up mechanisms,

resolving customer complaints in a timely manner can be challenging, which may lead to
customer dissatisfaction.

Customer Awareness of Digital Services: Many customers, especially in rural areas, may lack
awareness or understanding of digital banking options, leading to a high reliance on in-branch
services.

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4.3 Methodology:

Methodology encompasses the precise procedures and techniques employed to discern, choose,
process, and analyze information pertaining to a specific topic. A systematic and structured
approach is imperative for conducting any form of study and subsequently compiling
comprehensive reports. The ensuing section delineates the methodology employed in crafting
this internship report, shedding light on the systematic processes undertaken to ensure a rigorous
and insightful exploration of the subject matter. These are the methodologies that Internee used
to make her Internship report:

Customer Interaction and Query Handling: Customers are greeted and guided by frontline
staff who assess their needs, answer basic queries, and offer assistance with services like account
management, transactions, and digital banking. Staff follow a standardized approach to ensure
consistent, high-quality service.

Complaint Management Process: MBL has a structured complaint handling process. Customer
grievances are documented, categorized, and escalated to the relevant department if necessary.
The bank aims to resolve complaints promptly and follows up with customers to ensure
satisfaction.

Feedback Collection: MBL actively gathers customer feedback through surveys, suggestion
boxes, and direct conversations. Feedback is analyzed to understand common issues, customer
preferences, and areas for improvement.

Use of Digital Tools: The CSD utilizes digital systems for transaction processing, tracking
customer interactions, and documenting service requests. This helps streamline service delivery
and reduces manual errors.

Training and Development: Regular staff training is conducted to improve customer service
skills, product knowledge, and familiarity with digital tools, ensuring the team is well-equipped
to meet customer needs effectively.

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Performance Monitoring: MBL monitors key performance indicators (KPIs) such as service
response time, complaint resolution rate, and customer satisfaction levels. These metrics help the
CSD to identify improvement areas and enhance overall service quality.

4.4 Solutions Offered:

Reduce Customer Waiting Times: Introduce a queue management system and streamline
processes by enabling self-service kiosks for simple transactions. Additionally, scheduling more
staff during peak hours can help manage customer flow better.

Enhance Digital Integration: Increase automation in routine processes such as account opening,
transaction requests, and service inquiries. Expanding digital banking services can reduce the
workload for in-branch staff and improve efficiency.

Address Resource Constraints: Hire additional staff or provide cross-training to enable

employees from other departments to support CSD during peak hours. This will reduce the
burden on current staff and improve overall service speed.

Improve Complaint Resolution Tracking: Implement a complaint tracking system that allows
easy monitoring of open cases, setting deadlines for response times, and alerting staff for follow-
ups. This will help in resolving customer complaints more quickly and effectively.

Increase Awareness of Digital Services: Conduct workshops and awareness campaigns,

especially in rural areas, to educate customers on using digital banking services. This will
encourage customers to use online banking for simpler tasks, reducing in-branch demand.

4.5 Experience Gained at MBL:

During my time in the Customer Service Department (CSD)atMachhapuchchhre Bank Limited
(MBL), I gained hands-on experience in handling customer inquiries, managing transactions, and
assisting with account services. I developed key skills in communication, problem-solving, and
customer interaction, learning how to respond to diverse customer needs effectively. My
exposure to digital banking processes and complaint management gave me insight into banking
operations and customer satisfaction strategies. This experience enhanced my understanding of

13
customer service’s critical role in banking and helped me grow professionally in a structured,
client-focused environment.

4.6 Skills Learnt at MBL:

During my time atMachhapuchchhre Bank Limited (MBL) in the CustomerService Department

(CSD), I learned several valuable skills, including:

Customer Communication: I improved my ability to interact with customers professionally and

empathetically, handling both routine inquiries and complex issues.

Problem-Solving: I developed skills in identifying customer concerns and providing effective

solutions quickly, ensuring a positive customer experience.

Transaction Management: I gained experience in processing financial transactions, account

management, and assisting with services like deposits, withdrawals, and loan inquiries.

Complaint Handling: I learned to manage and resolve customer complaints efficiently, ensuring
timely follow-up and customer satisfaction.

Digital Banking Knowledge: I became proficient in guiding customers on using MBL’s mobile
and internet banking services, troubleshooting basic issues, and promoting digital banking
adoption.

Time Management: I honed my ability to manage multiple tasks efficiently, ensuring prompt
service during high-traffic periods.

Teamwork and Collaboration: I learned the importance of working collaboratively with

colleagues and other departments to address customer needs and improve service quality.

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 CHAPTER V
SUMMARY AND CONCLUSION

5.1 SUMMARY:
In this chapter, a comprehensive overview of the key findings and experiences during the
internship at MBL is presented. The internship provided an immersive learning environment,
allowing for the acquisition and refinement of essential skills. From a Customer Service
Department (CSD) perspective at Machhapuchchhre Bank Limited (MBL), the experience
focuses on providing efficient, effective, and customer-focused services. The department is
dedicated to ensuring high levels of customer satisfaction by addressing inquiries, resolving
complaints, and assisting with various banking products and services.

Key tasks involve transaction processing, promoting digital banking, and maintaining accurate
records. The CSD also plays a critical role in gathering customer feedback and working towards
continuous improvement. In this setting, interns or employees gain valuable skills in
communication, problem-solving, and time management, all while learning the importance of
teamwork and customer relationship building.

5.2 CONCLUSION:
My internship at Machhapuchchhre Bank Limited (MBL) in the Customer Service Department
(CSD) has been a highly valuable and enriching experience. During my time there, I gained
practical knowledge in banking operations, customer interaction, and problem-solving. I learned
how to effectively handle customer inquiries, process transactions, and resolve complaints, all
while maintaining a customer-first approach. The exposure to digital banking systems and the
importance of feedback collection provided me with a comprehensive understanding of how the
banking sector works to meet customer needs.

Additionally, working in a team-oriented environment helped me develop strong communication

and time management skills. This internship has not only enhanced my professional skills but
also deepened my appreciationfor the role customer service plays in maintaining customer
loyalty and improving overall service quality.

15
Overall, my experience at MBL in the CSD has equipped me with essential skills and insights
into the banking industry, making it an invaluable step in my professional journey.

5.3 Recommendation:
Despite the strengths and weaknesses inherent in any organization, there is perpetual room for
enhancement. In acknowledgment of the challenges present, Intern would like to propose
recommendations for further refining.

5.4 Recommendations to the Organization:

At MBL, interns are immersed in a dynamic learning environment where theoretical knowledge
seamlessly transforms into practical skills through real-world projects. The collaborative
atmosphere, championed by a team of seasoned professionals, ensures a supportive space for
mentorship and guidance.

What sets apart is while MBL has made strides in digital banking, increasing automation in
routine processes like account opening, service requests, and complaint tracking could help
reduce manual errors and improve response times. Implementing a more efficient queue
management system, possibly with digital sign-ups or appointment scheduling, would reduce
customer waiting times, especially during peak hours. Notably,more customer education
programs or workshops, especially in rural areas, would encourage the use of mobile and internet
banking, reducing the strain on in-branch services and improving overall customer convenience.

Internship journey at MBL has been nothing short of rewarding. Beyond acquiring practical
skills, the experience has cultivated a growth-oriented mindset. The positive and collaborative
atmosphere has turned every challenge into an opportunity for learning and development. This
internship not only helped me understand the technical and operational side of banking but also
taught me the importance of professionalism, empathy, and efficiency in building strong
customer relationships. I was also able to witness the value of digital banking and see firsthand
how customer service contributes to customer satisfaction and loyalty. I wholeheartedly
recommend MBL as the ideal choice.

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5.5 Recommendations to the College/University:
Intern wholeheartedly recommend prospective students to consider enrolling in the BBAprogram
at Himalayan White House International College, affiliated with the esteemed Purbanchal
University Board. The college's commitment to academic excellence, coupled with a
pragmatic approach to business education, sets it apart.
Here are key points to consider:
Comprehensive Curriculum: HWIC offers a well-roundedcurriculum that encompasses
essential business principles, ensuring students receive a holistic education in the field of
business administration.

Experienced Faculty: The college boasts a team of experienced and dedicated faculty members
who bring both academic expertise and industry insights to the classroom. Their guidance plays a
pivotal role in shaping students into well-rounded professionals.

Practical Application: Emphasizing practical application of theoretical knowledge, the BBA

program at HWHIC equips students with the skills and experiences necessary to thrive in real-
world business scenarios.

Supportive Learning Environment: The college provides a nurturing and supportive learning
environment, fostering a sense of community among students. This atmosphere encourages
collaboration, critical thinking, and personal growth.

Career Readiness: The BBA program is designed to prepare students for the dynamic and
competitive business landscape. HWIC prioritizes equipping graduates with the skills,
knowledge, and mindset necessary to excel in their chosen careers.

Considering these factors, Intern strongly recommend Himalayan White House International
College as an excellent choice for those aspiring to pursue a BBA degree from a reputable
institution under the Purbanchal University Board. It’s an investment in education that will
undoubtedly pave the way for a successful and fulfilling career in the field of business
administration.
17
 REFERENCES

Official Website of Machhapuchchhre Bank Limited:

Website: www.machbank.com
Useful for understanding MBL’s customer service offerings, digital banking features, and
organizational structure.

Adhikari, R., & Shrestha, S. (Year). Customer Satisfaction and Service Quality in Nepalese
Banks:
Banks Nepal (2024). Machhapuchchhre Bank Financial Overview’’ Retried from Banks Nepal

Machhapuchchhre Bank | Relationship Forever. (n.d.). Machhapuchchhre Bank | Relationship

Forever.

Shrestha, M (2007). A monetary History of Nepal. Kathmandu: Asmita publication

Pvt. ltd.

Team, P. (2024, June 30). SWOT analysis of the banking industry. PESTLE Analysis.

https://pestleanalysis.com/swot-analysis-of-the-banking-industry/amp/

Machhapuchchhre Bank Reports Stable Performance in First 6 Months [Q2 Report]. (January

21, 2024).

APPENDEX

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List of Commercial Banks:

Net Profit (Rs.

S.N. Commercial Banks
in million)
1. Nabil Bank Limited 4,724.20
2. Global IME Bank Limited 3,433.09
3. Prime Commercial Bank Limited 2,887.80
4. Rastriya Banijya Bank 2,887.80
5. Nepal Investment Bank Limited 2,804.53
6. NIC Asia Bank Limited 2,542.44
7. Everest Bank Limited 2,293.47
8. Standard Chartered Bank Nepal Limited 2,089.67
9. Agriculture Development Bank Limited 1,976.76
10. Himalayan Bank Limited 1,948.36
11. NMB Bank Limited 1,925.20
12. Laxmi Sunrise Bank 1,820.68
13. Siddhartha Bank Limited 1,696.54
14. Sanima Bank Limited 1,664.82
15. Prabhu Bank Limited 1,514.58
16. Kumari Bank Limited 1,424.67
17. Nepal Bank Limited 1,282.95
18. Citizen Bank International Limited 1,226.53
19. Machhapuchchhre Bank Limited 1,164.84
20. Nepal SBI Bank Limited 1,008.02

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List of Development Banks:

Net Profit (Rs. Net Loss (Rs.

S.N. Development Banks
In Million) In Million)
1. MuktinathBikas Bank 659.95
2. Garima Bikas Bank 652.22
3. Shine Resunga Development Bank 522.76
4. Mahalaxmi Bikas Bank 407.46
5. KamanaSewaBikas Bank 381.54
6. Lumbini Bikas Bank 279.76
7. Jyoti Bikas Bank 257.70
8. Shangrila Development Bank 214.95
9. Karnali Development Bank 45.44
10. Miteri Development Bank 40.22
11. Sindhu Bikas Bank 20.06
12. Green Development Bank 19.40
13. Corporate Development Bank 12.52
14. Excel Development Bank 243.07
15. Saptakoshi Development Bank 136.34
16. Narayani Development Bank 7.47
17. Salapa 2.58

Department Name:

1. Agriculture and social Banking Department

2. Assets management Department

3. Branch Operation Department

4. Compliance Department

5. Consumer Banking Department

6. Corporate and SME Department

7. Credit Administration Department

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8. Digital Banking Department

9. Finance Department

10. General Services Department

11. Human Resources Department

12. Infrastructure Banking Department

13. Internal Audit Department

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