OPERATING PROCEDURE OF CUSTOMER SERVICES

OF
METRO DEVELOPMENT BANK LIMITED

By:
Bimal Babu Neupane
Exam Roll No.: 5447
T.U.Reg.No.: 3-1-45-266-2001

An Internship Report

Submitted to:
Janapriya Multiple Campus
Faculty of Management
Tribhuvan University

In Partial Fulfillment of the requirement for the Degree of

DECLARATION

I hear by declare that the internship report entitled "operating Procedure of customer service of
Metro Development bank limited" Submitted to Janapriya Multiple Campus, Faculty of
management, Tribhuvan University is my the original work done in the form of partial
fulfillment of the requirement for the degree of bachelor in Business Administration(BBA)under
the supervision of Mr.Krisna Babu Baral.

..
Bimal Babu Neupane
BBA 8th semester
Janapriya Multiple Campus
Exam Roll No: 5447
T.U. Reg No:-3-1-45-266-2001

PREFACE
As a partial fulfillment of BBA program of Tribhuvan University, faculty of Management, I was
required to undergo in internship for a period of eight weeks from Ashad 03 to Bhadra 26, 2069
B .S.
I got a opportunity to work as an intern in very friendly and cooperative enviroment of Metro
Development Bank Limited, Newroad head office under the guidance of Mr.Driga Prasad
Adhikari, miss Kriti Rana Magar and Miss Mukta Khati who helped me throughout the period of
my internship .The subject for my internship was "The Analysis of the Operating Procedure of
Customer Services of Metro Development Bank Limited".
The main purpose of the internship was to attain or gain practical knowledge working as a intern
as well as acquaint myself with the world of business where I could apply my the critical
concepts to real life Situations. It also granted me with an opportunity to apply my theoretical
knowledge to evaluate management practices. During the internship, I learnt as well as
developed my managerial and analytical skill.
After completion of the internship, I felt that internship is very important and useful for us to
gain practical knowledge and to grasp useful information in our enrichment of knowledge and
information for broadening our thinking. I believe that the eight week BBA program internship
will help me succeed in my future endeavors.

ACKNOWLEDGEMENT

This internship report has been prepared for the partial fulfillment of the requirement for the
degree of Bachelor in Business Administration (BBA) under the Faculty of Management,
Tribhuvan University, Nepal. This report attempts to analyze the operation department of Metro
Development Bank Limited (MDBL), Newroad and to conclude whether the departments are in
their form. The report has been divided in to five chapters:
Introduction ,Introduction of industry, Introduction of organization under study, Analysis of
Activities done and problem solved, and summary, conclusion and Recommendation.
This report is an outcome of a great support of many people, it was impossible to prepare the
report in this shape without a kind support and advice of those people. The intern benefited
immeasurably from their knowledge, idea and suggestions. It is hardly possible to list the names
of those people here but I would like to sincerely express my gratitude towards each of them for
their great support in providing valuable information and in responding to my queries. First of all
I take this opportunity to express my sincerest gratitude to my faculty for helping me to complete
my internship as partial fulfillment of BBA program in TU FOM. It was indeed a great new
experience.
I am fortunate to acknowledge to Mr. Krisna Babu Baral, BBA program Coordinator, JMC, for
his help in finding an appropriate organization (Metro Development Bank Limited)for my
internship and for his support and guidance in making these study a learning experience.
I would like to express my gratitude to Mr.Krisna Babu Baral, Lecture in JMC, for his invaluable
support, suggestions and guidance without which my report on internship would not have been
completed and his advice and suggestion were of immense value in preparing my report.
At last but not the least, I express my affectionate credit to all teachers and my friends who had
provided me valuable suggestions, information and invaluable support during internship and to
complete the report.

Bimal Babu Neupane

List of Abbreviations
BBA

: Bachelor in Business Administration

NRB

: Nepal Rastra Bank

NBL

: Nepal Bank Limited

MDBL

: Metro Development Bank Limited

Ltd.

: Limited

Pvt.

: Private

CEO

: Chief Executive Officer

BM

: Branch Manager

CSD

: Customer service Department

IT

: Information Technology

R&D

: Research and Development

NEPSE

: Nepal Stock Exchange

B.S.

: Bikram Sambat

A.D.

: After Death

NRs.

: Nepalese Rupees

A/C

: Account

CI

: Creditable Institution

TU

: Tribhuvan University

FOM

: Faculty of Management

OD

: Over Draft

IME

: International Money Exchange

List of Tables

1.1

: Work Progress Chart

1. 2

: Interest rate According to the Duration On Deposit

1.3

: Interest Rates on Loan and advances

1.4

: Commission Rates on Guarantee

1.5

: Board of directors of MDBL

1.6

: Total deposit of MDBL in different months

List of Figures
1.1

: Capital Structure of MDBL

1.2

: Account Opening Function

1.3

: Account closing Function

1.4

: Total Deposit of MDBL

1.5

: Comparison of Total Deposit and Total Lending of MDBL

TABLE OF CONTENTS
Recommendation
Declaration
Internship Completion letter
Preface
Acknowledgement
List of abbreviation
List of Tables
List of Figures
CHAPTER I INTRODUCTION

Page No.
1-6

1.1

Background of the study

1.2

Objective of the study

1.3

Methodology

1.3.1

Organization selection

1.3.2

Placement

1.3.3

Duration of Internship

1.3.4

Activities Performed in the Organization

1.3.5

Work Progress Chart

1.3.6

Data collection

1.3.7

Significance of the study

1.3.8

Limitation of the study

1.3.9

Organization of the reports.

CHAPTER II BRIEF INTRODUCTION OF THE

BANKING INDUSTRY

7-10

2.1 Nature of Nepalese Banking Industry

2.2 Major Service Provided by Banking Sector

2.3 Types of Bank

2.3.1

Introduction of Development Bank

2.3.2

Category of Development Bank

10

CHAPTER III INTRODUCTION OF THE

11-21

3.1 Introduction of the Organization

11

3.2 Service Provided by MDBL

14

3.2.1 Loan and Advances

16

3.3.Various Department of MDBL

20

3.3.1 Credit Department

20

3.3.2 Operation Department

21

CHAPTER IV BRIEF INTRODUCTION OF

22-30

4.1 Introduction of Operation Department

22

4.1.1 Activities Carried Out by the Operation Department

23

4.1.2 Account Opening

23

4.1.3 Different Types of Account Requires Different Documents

23

4.1.4 Procedure of Opening New Account MDBL

24

4.1.5 Account Opening Function

26

4.1.6 Account Closing Function

27

4.1.7 Procedure of Closing Fixed Deposit Account

28

4.1.8 Account Statement

28

4.1.9 Cheque Issuance

29

4.2 Financial Data Analysis

29

4.2.1 Deposit Collected in Different Accounts

29

4.2.2 Comparison of Total Deposit and Total Lending

30

CHAPTER V CONCLUSION AND LESSON LEARNED

32-34

5.1 Conclusion & Lesson Learned

32

BIBLIOGRAPHY
APPENDIX