73593522-Internship-Report-on-Laxmi-Bank.docx

Kathmandu University School of Management  Nepal College of Management

Internship Report Title of the project: Customer Service  As part of the require requirement ment for BBA Programme Programme  Internship Programme Programme Code: RIS 401

Internship Employer Laxmi Bank Ltd., Sukedhara and Lagankhel Branch Work Supervisor: Mrs. mita !a"ama#hi Mr. Sohan $amrakar 

Intern Mr. Madhu Sudan %oirala,  %&S'M(s !edg No: ))*+-)/

- Ma" +)-)

RE!"CE s per the the curr curric icul ular ar of Nepa Nepall Coll Colleg egee of Mana Managem gement ent affi affili liat ated ed to %ath %athma mand ndu u &niversit", 0 1as assigned to undergo an internship report in an organi2ation during the last semester of the program after a proper stud" in th e re3uired field. $o conduct this stud", 0 choose Laxmi Bank Limited 4L5BL6, earlier kno1n as 7isef  8inance. 9uring the period of this stud", 0 tried to discover as much as possile aout custom customer er servic services es on Custom Customer er Servic Servicee 9epart 9epartmen mentt and conduct conducted ed a resear research ch on ;Customer Service #epartment at $a%mi &an'( and ;Colla)oration of $a%mi &an'  of Su'edhara *ith Su)isu Ca)le for its &ill ayment( .

$he purpose of this pro#ect 1ork 1as to relate the theoretical kno1ledge ac3uired in our  academic period in a real life situation and gain the practical kno1ledge as 1ell as experience. $he pro#ect also had an intension to help me understand, anal"2e and present the asic practices in the Nepalese commercial ank. 0t also helped me to gain an insight of various pla"ers in the anking sector and helped to anal"2e the industr" as a 1hole.

RE!"CE s per the the curr curric icul ular ar of Nepa Nepall Coll Colleg egee of Mana Managem gement ent affi affili liat ated ed to %ath %athma mand ndu u &niversit", 0 1as assigned to undergo an internship report in an organi2ation during the last semester of the program after a proper stud" in th e re3uired field. $o conduct this stud", 0 choose Laxmi Bank Limited 4L5BL6, earlier kno1n as 7isef  8inance. 9uring the period of this stud", 0 tried to discover as much as possile aout custom customer er servic services es on Custom Customer er Servic Servicee 9epart 9epartmen mentt and conduct conducted ed a resear research ch on ;Customer Service #epartment at $a%mi &an'( and ;Colla)oration of $a%mi &an'  of Su'edhara *ith Su)isu Ca)le for its &ill ayment( .

$he purpose of this pro#ect 1ork 1as to relate the theoretical kno1ledge ac3uired in our  academic period in a real life situation and gain the practical kno1ledge as 1ell as experience. $he pro#ect also had an intension to help me understand, anal"2e and present the asic practices in the Nepalese commercial ank. 0t also helped me to gain an insight of various pla"ers in the anking sector and helped to anal"2e the industr" as a 1hole.

SI+,"TURE "+E 0
4Signature6 =ro#ect >valuator   Nepal College of Management

#EC$"R"TI-, 0, the undersigned declare that this pro#ect entitled is a result of m" o1n stud" and research carried out in the "ear +)-). 0t has not een previousl" sumitted to an" other  &niversities or >xamination.

Signature:

Mr. Madhu Sudan %oirala BB +))/+)-)  Nepal College of Management

"CK,-.$E#+EME,T

0 express m" immense feeling to those people and institutions that have throughout extended their help in various 1a"s in order to complete this pro#ect. 0 am greatl" oliged to thank and express m" gratitude to %athmandu &niversit" for  designing such a curriculum 1hich allo1s the student to ac3uire as 1ell as enhance kno1ledge of real 1ork setting through internship. 0 am even thankful to Laxmi Bank(s 7ead 'ffice, Sukedhara, and Lagankhel Branch, for  accepting me as intern and giving me the opportunit" to learn more. M" special thanks 7ead of 7uman !esource, Mr. mit Sharma, for accepting m" letter of re3uest to 1ork at L5BL. 0 am indeted to Mr. mit dhikari, Sukedhara Branch Manager and >uden %oirala, Lagankhel Branch Manager, 1ho supervised me during the period of internship. 0 1ould also like to thank to personnel of different departments, especiall" Mr. Sain Shak"a, Mr. Bipin %armachar"a, Mrs. Surina Shak"a, Mr. !a#an Shrestha, Ms. 0sha $amrakar, and Mrs. hilasha Bhandari. t the same time, 0 am also grateful to all those 1ho guided me and helped me in getting an insight into the functioning of different departments. 0 1ould even like to speciall" thank Nepal College of Management. M", special thanks to =rincipal Mr. !ai Man Shak"a and Mr. Mano# Nepal for al1a"s guiding me. Last ut not least? 0 1ould like to thank Ms. =oonam =ande" and Ms. stika %arki and ever"one 1ho has directl" or indirectl" helped me in this pro#ect.

E%ecutive Summary Laxmi ank 1as estalished in pril +))+ as -/th commercial ank in Nepal. 0t 1as merged 1ith 70S>8 8inance Limited as the first generation finance compan". 0ts head office is in Birgun# and corporate office is in 7attisar, %athmandu. =roducts offered " Laxmi Bank are: Loan, Credit cards, Savings, Bancassurence, and Microfinance. Laxmi Bank toda" offers the 1idest range of personal anking solutions and is a tough leader in the retail anking space. part from a strong technolog" that supports the Bank(s electronic service deliver" s"stems such as the internet anking, moile anking 4moile mone"6 and $Ms. Laxmi Bank continues to increase its distriution net1ork in a strategic manner and currentl" has ++ ranches @ A 1ithin %athmandu valle". $he mission statement of the compan" is stated as ;Laxmi Bank is committed to excellence in deliver" of entire gamut of financial services in order to achieve sound  usiness gro1th and maximi2e stake holder values " emracing team spirit, progressive technolog" and good corporate governance. With a vie1 to providing safe, seamless, 3uick and advance anking services, the ank  has een heavil" investing in contemporar" anking technologies. $he ank is concerned 1ith rendering 3uick and prompt anking services to the customers, to make a 3ualitative lending in the Nepalese market to support all kinds of   usinesses including personal needs of the Nepalese citi2ens. $here are around four  hundred staff memers, 1ho are 1orking for L5BL. $he ank focuses on providing customer service and extends personali2ed service to gain confidence of the customers 1ho are still deprived of asic anking service. $hroughout m" 0nternship tenure, 0 had 1orked under Customer Service 9epartment at Sukedhara and Lagankhel Branch.  0 choose to perform m" internship at anking industr" to etter understand the role of   anks in the econom". $hrough the environment anal"sis, anking industr" is onl" one of  the ma#or industries, 1hich is ale to place as a strong investment sector despite of large competitor ase. 0f 1e look after the current scenario and market then, aout the anking scenario of Nepal there are all together around t1ent" seven, commercial anks in Nepal,

1ere all these commercial anks are running on profit compared to other industries such as textile, carpets, tire industr". 9espite of the fact, that Nepal is developing nation 1ith  primitive market structure, ever" commercial ank are capale of turning profit out of  ever" activities that the" make. 0nternship at L5BL for  months has een one of the most significant internship experiences. lthough it(s m" first internship, it has helped me to anal"2e m" internal strength and 1eakness and developed me professionall". 9uring this internship 0 1orked mainl" on t1o pro#ects one is on Customer Service #epartment and another is on Colla)oration of $a%mi &an' of Su'edhara *ith Su)isu Ca)le for its &ill ayment/  $his pro#ect helps me to mould m"self 1ith real

1orld scenario. With continuous hard 1ork and effort at CS9 0 1as ale to develop good relationship 1ith L5BL staffs and management as 1ell as 1ith unkno1n faces. $his experience taught me importance of personal relationship and conse3uentl", helped to develop interpersonal relationship skills.

$IST -! "CR-,0MS

$1&$ 2 Laxmi Bank Limited ,R& 2 Nepal !astra Bank  KU 3 %athmandu &niversit" ,CM 3 Nepal College of Management KUS-M 3 %athmandu &niversit" School of Management CS# 3 Customer Service 9epartment &-# 3 Board of 9irector  "TM 3 utomated $eller Machine +M 3 eneral Manager  &M 3 Branch Manager  +S" 3 reen Saving ccount S.-T 3 Strengths, Weaknesses, 'pportunities and $hreats R&& 3 !astri"a Bani#"a Bank  +# 3 ross 9omestic =roduct CSR 3 Corporate Social !elationship I!"S 3 0nternal 8actor nal"sis E!"S 3 >xternal 8actor nal"sis S!"S 3 Strategic 8actor nal"sis SR& 3 Sunrise Bank Limited 4$ 3 =rofit and Loss

Ta)le of Contents  Part One

I,TR-#UCTI-,

age ,o/ -. Background +. oal<'#ectives of 0nternship . !oles
 Part Two

I,TR-#UCTI-, -! I,#USTR0 5 C-M",0 Section I -. 0ntroduction of the Compan" +. Mission<=urpose<'#ectives<oals of the Compan" . 'rgani2ational Strategies E. Ma#or products of the Compan" F. 'rgani2ational structure

Section II -. 'rgani2ation(s eneral and Competitive >nvironment

 Part Three

RESE,T"TI-, -! M"6-R R-6ECT4S U,#ERT"KE, Section I: Introduction roject " -. 0ntroduction of the =ro#ect

+. '#ectives of the =ro#ect . Scope and Limitations of the =ro#ect

roject & -. 0ntroduction of the =ro#ect +. '#ectives of the =ro#ect . Scope and Limitations of the =ro#ect

Section II: Conceptual !rame*or'  -. !evie1 of related Literature

Section III: Methodology 1 $he Methodolog" and =rocedure of =ro#ect
Section I7: resentation and "nalysis of the roject4s -. nal"sis of the =ro#ect +. 8indings from the nal"sis of the =ro#ect

Section 7: Conclusions -. =ro#ect
Suggestions

 Part !our 

RE!$ECTI-, -! I,TER,S8I References "ppendi%

$ist of Ta)les $ale -: Commercial Bank in Nepal $ale +: Competitive nal"sis in terms of =roduct and Services offered $ale : Methodolog" undertaken $ale E: 9istriution of Guestionnaire $ale F: 7ousehold Surve" using 0nternet and different Service =rovider 

$ist of !igures

8igure -: =rocess of 9eposit 8igure +: =rocess of =a"ment 8igure : Credit =rocess 8igure E: Ma#or 8unctions of Commercial Banks 8igure F: '1nership Structure 8igure /: 'rgani2ational Chart of Laxmi Bank  8igure *: >nvironmental nal"sis 8igure H: =orter(s nal"sis 8igure A: Conceptual 8rame1ork  8igure -): Classification ccording to ender  8igure --: Classification ccording to ge 8igure -+: Classification ccording to 'ccupation 8igure -: !anking the Customer Service 8igure -E: Satisfaction Level of Customers 8igure -F: !e3uirement for >xtra 8acilit" 8igure -/: !eason for using L5BL Service 8igure -*: Selective Service !e3uirement 8igure -H: 9eposit ccount =ossessed to other ank " L5BL Customers 8igure -A: =roduct mostl" used

+",TT C8"RT

S,

Tas'  

-

!evie1ing ank profile, introduction 1ith supervisor and various department, 1ork on various department and did marketing Literature revie1, field visit and secondar" data collection

+



8ocus group discussion

E

Guestionnaire preparation and revie1

F

Guestionnaire distriution and data collection

/

9ata entr" and anal"sis

*

Writing report and presenting it to BM

H

!eport 1riting of overall internship

A

8inali2ing internship report

March

pril

Part One

 

I,TR-#UCTI-,

9/ &"CK+R-U,#  Nepal College of Management affiliated to %athmandu &niversit" have set up 0nternship =rogram under 1hich the students are re3uired to involve in one of the estalished organi2ation as 0nterns and prepare internship report " 1orking there. $his report is a  part of the undergraduate program under %athmandu &niversit" School of Management 4%&S'M6 1hich offers management internship to the students pursuing BB in the eighth semester. $he internship is an eight 1eek program designed to provide students an opportunit" for a meaningful careerrelated experience in a real organi2ational setting  efore the" graduate. 0t gives the students an opportunit" to practice and expand their  skills and kno1ledge learned in the classroom in sustantive 1ork situation. 0n addition, it 1ill help the students earn credit and increased marketailit" for the permanent #o search 1hile learning more aout a specific field and appl"ing classroom kno1ledge in a corporate environment. Bookish kno1ledge onl" is not as useful as the kno1ledge otained in the real 1orld. $his internship program provides an opportunit" to learn in the real 1ork situation and an experience 1hich can help the students to achieve their  goals. Laxmi Bank Limited is a financial intermediar" 1ho is primaril" responsile for the transfer of monetar" resources from the net savers to the net users. 0t is committed to fulfill the financial re3uirements of the people from different 1alk of life. Laxmi ank  has head office at Birgun# and corporate office at 7attisar, this ank provides modern  anking facilities in safe and sound manner. $his ank 1as chosen for the internship  purpose ecause it 1as founded " the ke" economic pla"ers of Nepal and 0 had a keen interest on kno1ing ho1 it 1orked from the ver" eginning of its estalishment. 0 1anted to learn ho1 the different department 1orked and ho1 the emplo"ees communicated 1ith the customers. Learning is a greatest experience one can ever have  1hich can help

achieve the dreams of life. 0 1anted to learn as much as possile aout the ank, and the s"stem " 1hich it 1orks.

/ +-"$S ",# -&6ECTI7ES -! I,TER,S8I While #oining Laxmi Bank, 0 1anted to learn as much as possile. 0 kne1 that an internship is an opportunit" to learn 1hich helps u s put the theories 1e learnt in the ooks into practice. 0t 1ill help us uild our career. 0t is the period 1hen 1e 1ill e ale to groom ourselves and ecome read" to #oin the real 1orld. 9uring the internship period, 0 had planned to achieve the follo1ing goals: •

$o learn aout the overall function of different departments of Laxmi Bank  4L5BL6 namel" Customer Service 9epartment 4CS96, Credit 9epartment and 'perations in rief.

•

$o learn as much as possile from the memers of the ank through good and friendl" relationship.

•

$o learn aout different products of the ank.

•

$o increase communication skills and interpersonal skills " communicating 1ith the customers in the CS9.

•

$o increase the marketing skills " going for marketing 1ith the seniors and selling the products.

•

$o increase the =! " kno1ing different people.

•

$o conduct a customer satisfaction surve" related to the customers( satisfaction in terms of different departments to 1hich the customers are directl" interacting.

•

$o find out 1hat the customers( attitude to1ards the service provided " the  ank.

•

$o use the theoretical kno1ledge from the course1ork to conduct surve" and anal"2e the result.

•

$o learn more aout 1hat happens in the anking sector and compare it to the theoretical kno1ledge otained in the lectures.

;/ R-$ES4 6-&S ER!-RME# I, I,TER,S8I 0 have spent ma#orit" of the time in Customer Service 9epartment ut the #o performed  " me 1as not limited to CS9. What 0 elieve as an intern 0 should learn overall functions of the ank and 0 did the same. 9uring the internship period, the intern 1as  placed in various departments and 1as expected to do the general tasks that are carried out " the respective emplo"ees. 0n addition, the intern 1as assigned 1ith various  pro#ects to learn the real 1ork experience. $he details of the #os performed during the internship programs are as follo1s:

Customer Service #epartment

$his is the first point of contact et1een the emplo"ee and the customers. $his department is responsile for handling the 3ueries of the customers, selling the deposit products, issuing the che3ue ooks, account statements, $M cards, handling all the 
7andling the 3ueries of the customers aout their accounts and aout the  products.

•

Suggesting the customers aout the ank products and services.

•

7elping the customers fill the account opening form and the remittance form.

•

=reparing the che3ues and issuing them.

•

0ssuing the $M cards.

•

8illing the account closing form and destro"ing the old che3ue ooks and the $M cards.

-perations department

$he operations department included the clearing, the teller and the accounts section. $here 1asn(t separate department as the clearing department or the accounts department. Clearing section $he clearing section is responsile to collect the che3ues of the other anks 1hich are  presented " the customers and then present in the Nepal !astra ank for the clearing  process. $he" then collect the che3ues of L5BL 1hich are rought " other anks.  Ro"e of the intern: •

$o enter manuall" the out1ard illing che3ues 4'BC6 in the register.

•

$o maintain the 'BC to e taken to the N!B.

Teller

$he teller handled all the transactions involving the cash. 0t carried out the deposits, 1ithdra1als and transferred the amount from one account to the other.  Ro"e of the intern:

•

$o learn the general deposit and 1ithdra1al transaction entr" in the 8lexcue soft1are

•

$o sort and undle the cash.

•

$o assist the teller 1hen large transactions come.

•

$o present the slips of the large transactions to the operation head to clear up the stacked transactions.

"ccounts $he accounts section is responsile for maintaining the various accounting records of the  ank. 0t has to maintain the records of the income, expenses, che3ues that goes for the clearing, the issue of manager(s che3ue, etc. $he" have to maintain proper records of the accounts of the ank at the other anks and issue che3ues 1henever cash is re3uired at the teller.

 Ro"es of the intern:

• 

$o assist the accounts section memer in entering the transactions of the salar" account.

• 

$o prepare the #ournal vouchers of the expense.

Credit #epartment $his is the department 1hich the customers approach 1hen the" are in need of loans. $he department is responsile to anal"2e the customers 1ho appl" for the loans. $he" evaluate the income flo1s of the client and also their collateral. $his is one of the main departments in an" ank.

 Ro"es of the intern: •

$o learn the files of the different t"pes of loan.

•

$o learn the documentation re3uirements for the application of the loan and the  procedure that is carried out in an" loan process

9ue to li3uidit" crunch in Nepal, N!B has passed a circular that restricts the process of lending and loan approval. So, to fight 1ith such econom" crisis all the commercial  anks started creating ne1 scheme and products to attract deposits. 0n align 1ith this? 0 1as approached 1ith the pro#ect;Collaoration of Laxmi Bank of Sukedhara 1ith Suisu Cale for its Bill =a"ment


•

$o maintain good customer relations

•

$o provide high 3ualit" and personali2ed services to customers

•

$o entertain the 3ueries of customers regarding various products and information

•

$o provide prompt service to the external as 1ell as internal customers efficientl" maintaining harmonious relationship 1ith them

•

7elp the customers open the ne1 accounts in the ank 

•

ssist the customers through the cumersome procedure of accoun t opening

•

ns1er the telephone 3ueries

•

Check the account alance of customers

•

=rovide customers 1ith ank statements

•

=rovide customers 1ith the deit cards

•

ssist customers in the eanking

•

$o coordinate 1ith operational staff to achieve specified target and overall o#ective of ank 

$he #o purpose of the supervisor of CS9 is: •

=rovide efficient service to all the customers

•

ttract and record deposits from individual customers and companies

$hus, from the responsiilities and #o purpose and personall" 1orking in the CS9 for  aout t1o month, interns got a glimpse of ho1 hectic and ho1 demanding the 1ork at this department is.

Clearing section $his is the section 1hich collects all the che3ues received of the other anks and then goes to the clearing house for the exchange 1ith the respective anks so that the customers get their pa"ment amount on time. Mr. Bipin %armachar"a is responsile for  follo1ing task: •

$o collect and enter in the register the out1ard che3ues coming in the ank.

•

$o enter the out1ard che3ues in the s"stem.

•

$o ensure that the che3ues are properl" stamped.

•

$o go to the clearing house for the exchange.

Teller $he teller is mainl" responsile for taking deposits and pa"ment of cash. $he" are also responsile for the transfer of funds from one account to another. The ro"es of the staff at the te""er are as fo""ows: •

Maintain the positive relationship 1ith the customers.

•

ccept the cash deposits and make pa"ment of che3ues and self 1ithdra1al slip after verif"ing the signatures.

•

=rovide additional services such as pa"ment of remittance, exchanging the foreign currenc", etc.

•

!econcile timel" the amount in the teller 1ith the amount in the cash flo1 of the s"stem. t the end of the da", list all the transactions for the da" and present to the head for reconciliation.

!igure 9: rocess of #eposit

!igure : rocess of ayment

s the name implies, credit or loan department is responsile for giving different t"pes of  loans to the need" customers. iving loans is the most risk" function of the ank, as there is no cent percent gurantee that the loan taker repa"s the loan. So the loan officer needs to do their home1ork thoroughl". Mrs. Surina Shak"a is the loan officer. $he ma#or  responsiilities of Mrs. Shak"a are: •

Check and verif" the collateral

•

0nspect 1hether the loan 1ill e recovered 1ithin time

•

uthenticate if the loan is taken for the actual purpose

•

0n order to verif" if the loan is for actual purpose, site visits are done in different  places

•

=rogress report is prepared regularl"

$he credit process is an extensive process 1hich needs a lot of documentation and evaluation. $he credit officers have to do a lot of 1ork and have to e extra careful 1hile anal"2ing the crediilit" of the proale client. $he loan process is carried out " the credit department is sho1n in the follo1ing diagram:

!igure ;: Credit rocess

 I C ' 9 =al0d taf nacoim ref  pm m =el"lf esrt hdd an sum v t

arp el p u d i f  i n t i cr ei t t ao e: t r i nt e o r i o ul p one t hf o  a m n o rr teoro mp d o eo r t ia o t n tm e i s o r tnr " a eo a r r " ipu s p : r u o r o t e l t e a ml e n

t

0n general, 1e usuall" see the tendenc" of uilding a house for personal use from the mone" that is taken as loan from the ank for the purpose of uilding a grocer" store. $his is #ust one example of the fraudulent activit" that people indulge them into. $hus, the officers of the loan department need to e alert all the time to see 1here the mone" is channeling.

 Part Two Two

I,TR-#UCTI-, -! C-M",0 9/ Introduction to Commercial &an's $he commercial anks are those anks that pool together the saving of communit" and arrange for their productive use. $he" activate the idle mone" to the different productive areas. $he" suppl" the financial needs of modern usiness " various means. Most of the  anks in the 1orld are found estalished 1ith a vie1 to finance and help in developing trade, industr" and commerce? 0n fact, commercial anks can e defined according to the function the" perform, like acceptance of deposits, advancing loan, agents, etc.

!igure <: Major !unctions of Commercial &an's

$h rift or Saving 8unction

Cash Managem ent 8unction

Broker  age 8unctio n

$7> M'9 >!N BN % 

=a"me nt 8uncti o n 0nvestm ent
0nsuran ce 8unctio n

 $rust 8uncti on

 C redit 8uncti on

Commercial &an' in ,epal $he first organi2ed institution to carr" out the function of orro1ing and lending 1as estalished in -AAE B.S. 4Nepal Bank Limited6 1as estalished as the first commercial  ank in Nepal. Later !astri"a Bani#"a Bank 1as estalished on +))+ B.S. to give access to anking to as much individual as possile. $he estalishment of !BB helped to enhance the domestic anking services and also helped to deal in foreign trade 1ith move ease. fter that man" commercial anks 1ere estalished, this helped in enhancing the  anking kno1ledge to almost ever" individual of the countr". $oda", several commercial as 1ell development anks that have een and are 1orking smoothl" in Nepal since man" "ears no1, some are ne1l" estalished and some have  een promoted to commercial anks from other class of ank. $he list of commercial  anks that exist in Nepal till +)/* B.S. along 1ith their estalishment date, head office and their #oint venture partner are as follo1s:

Ta)le 9: Commercial &an's in ,epal S/ ,o

Commercial &an's

Esta)lished =&S>

8ead -ffice

6oint 7enture artner

-.

Nepal Bank Ltd.

-AAE<)*<)

%athmandu

Sole 'peration

+.

!astri"a Bani#"a Bank

+)++<-)<-)

%athmandu

Sole 'peration

.

griculture 9evelopment Bank 

+)+E<--<)*

%athmandu

Sole 'peration

E.

Nail
+)E-<)<+A

%athmandu

9uai Bank  

F.

Nepal 0nvestment Bank Ltd.

+)E+<--<-/

%athmandu

0ndo Sue2 Bank  

/.

Standard Chartered Bank

+)E<-)-/

%athmandu

rindla"(s Bank  

*.

7imala"an Bank Ltd.

+)EA<-)<)F

%athmandu

7ai Bank of   =akistan

H.

Nepal Bangladesh Bank Ltd.

+)F)<)+<+

%athmandu

A.

Nepal SB0 Bank 

+)F)<)<+

%athmandu

080C Bank, Bangladesh State Bank of   0ndia

-).

>verest Bank Ltd.

+)F-<)*<)-

%athmandu

=un#a  National Bank 

--

Bank of %athmandu Ltd.

+)F-<--<+H

%athmandu

Siam Commercial Bank 

-+.

Nepal Credit J Commerce Bank Ltd.

+)F<)/<+H

Siddharthanagar

-.

Lumini Bank Ltd.

+)FF<)E<)-

Nara"anghat

Sole 'peration

-E.

Nepal 0ndustrial J Commercial Bank Ltd.

+)FF<)E<)F

Biratnagar

Sole 'peration

-F.

%umari Bank Ltd.

+)F/<)/<+E

%athmandu

Sole 'peration

-/.

Machapuchhure Bank

+)F*

=okhara

Sole 'peration

-*.

Laxmi Bank Ltd.

+)FH<)/<--

Birgun#

Sole 'peration

-H.

Siddhartha Bank Ltd.

+)FH<)/<-+

%athmandu

Sole 'peration

-A.

loal Bank Ltd.

+)/

Birgun#

Sole 'peration

+).

Citi2en 0ntl Bank

+)/

%athmandu

Sole 'peration

+-.

=rime Bank

+)/E

%athmandu

Sole 'peration

++.

Sunrise Bank

+)/E

%athmandu

Sole 'peration

+.

Bank of sia Nepal

+)/E

%athmandu

Sole 'peration

+E.

9evelopment Credit Bank

+)/F

%athmandu

Sole 'peration

+F.

Nepal Merchant Bank

+)/F

%athmandu

Sole 'peration

+/.

%0S$ Bank Ltd.

+)//

%athmandu

Sole 'peration

+*.

Danata Bank Nepal Ltd.

+)/*

%athmandu

Sole 'peration

Bank of Ce"lon

Introduction of $a%mi &an' $imited Laxmi Bank, one of the leading commercial ank of Nepal, 1as incorporated in pril +))+ as the -/th commercial ank in the countr" 1ith !s. -F illion from Birgun#. fter 

merged 1ith 70S>8 finance compan" at +))E, ank has 1idened its services and operation. 0ts corporate office is located at 7attisar, %athmandu.

Laxmi ank, as a pioneer in introducing man" innovative products and marketing concepts in the domestic anking sector, represents a milestone in the anking histor" of   Nepal as it started an era in modern 1ith customer satisfaction measured as a focal o#ective 1hile doing usiness.

Laxmi Bank toda" offers the 1idest range of personal anking solutions and is a tough leader in the retail anking space. part from a strong technolog" that supports the Bank(s electronic service deliver" s"stems such as the internet anking, moile anking 4moile mone"6 and $Ms. Laxmi Bank continues to increase its distriution net1ork in a strategic manner and currentl" has ++ ranches @ A 1ithin %athmandu valle". 9ue to strong information technolog", high standards of corporate governance, innovation and prudential risk management Laxmi Bank have proven its superiorit" amongst other.

=lease refer ppendix 9?  and ; to kno1 more aout Balance Sheet, =
-*nership Structure =romoter roup representing the count"(s leading usiness groups @ FF.E+K Citi2en 0nvestment $rust, a government of Nepal undertaking @ A.)+K eneral =ulic comprising of more than -),))) shareholders @ F.F/K

!igure @: -*nership Structure

36% General Public

Citizen Investment Trust 55%

Promoter Group

9%

Mission Statement ;Committed to excellence in deliver" of entire gamut of financial services in order to achieve sound usiness gro1th and maximi2e stakeholder values " emracing team spirit, progressive technolog" and good corporate governance.L5BL is committed to execute this mission 1hile ensuring the highest levels of ethical standards, professional integrit", corporate governance and regulator" compliance.

7ision Statement  ank 1ith the est asset ook  =rovider of most integrated financial services %e" pla"er and a thought leader in the financial services Best 0$ capailit" =referred emplo"er in the financial sector 

Core 7alues and Ethical rinciples $he core values lets the institute, customers and the communities kno1 1hat the" serve, 1ho the" reall" are and the principles " 1hich the" pledged to conduct usiness. 0n essence, the ank elieves that the success can onl" e reaped " living their core values and principles the" are customer focus, 3ualit", honest" and integrit", elief in staff, good corporate governance, corporate social responsiilit" and team1ork.

-rganiAational -)jectives $o explore ne1 avenues for gro1th and profitailit" $o continue to develop products and services that 1ould reduce cost of funds $o develop a customer oriented service culture 1ith special emphasis on customer  care and convenience $o increase the market share " follo1ing a disciplined gro1th strateg" $o leverage the technolog" platform and open scalale s"stems to achieve cost effective operations, efficient M0S, improve deliver" capailit" and high service standards $o develop innovative product and service that 1ould attract targeted customers and market segments $o maintain a high 3ualit" asset portfolio to achieve strong and sustainale returns and to continuousl" uild shareholders value

roduct and Services of $a%mi &an'  9/ -n the )asis of #eposits

9eposit services

Current ccount

reen Saving ccount

'range Saving

Saving ccount

Super Women Saving

Laxmi Saving

 Normal Saving ccount

Shakti Saving

Mone" Market ccount

Call ccount

!egular Saving

Minor Saving =ersonal !eserve ccount

8ixed 9eposit Manokamana Saving / -n the )asis of $oans and "dvances

=a" !oll Saving 0nvestor Saving

Super Women old 9eposit

Loans and dvances

'verdraft

$erm Loan

=ersonal Loan

Small Business Loan

uto Loan

Suppl" 8inance

Working Capital Loan

7ome Loan

Bill =urchases or    Negotiation


!emittance =roducts

>xpress Mone" $ransfer 

SW08$ $ransfer 

$raveler(s Che3ue

8und $ransfer

Clearing
BBS

9emand 9rafts !emittance 0n1ard 'ut1ard


Card Services

$M<9eit Card

@/ -n the )asis of "u%iliary Services

Iisa Credit Card

uxiliar" Services

Bancassurance

0nternet Banking

$reasur" Services

8inancial dvisor"

Moile Mone"

$ravel !elated Services

Safe 9eposit Locker 

SMS lert and Banking

=ortfolio Management Services

-rganiAational Structure $he main od" of L5BL is centered in the Board of 9irectors 4B'96 1hich consists of one chairman and A directors. $his od" makes the strategic decisions and also develops various policies and strategies to materiali2e its vision and mission. $hese decisions are communicated to the Chief >xecutive 'fficer 4C>'6 1ho 1ith the support of M and other 'fficer executes the plans and responsiilities in various departments. $he organi2ational structure of Laxmi Bank is as follo1s:

!igure B: -rganiAational Chart of $a%mi &an' 

Board J Board 9irector 

Board of 9irector 

Credit committee

=lanning =erformance J =ersonal Committee

0$ Committee

Chairman and C>'

udit

udit J inspection

eneral Manager 

ssistant M

7ead !etail

9eput" M 4Credit
9eput" M 4'perations6

7ead Corporate 7ead 7! 

Customer Service

7ead eneral

7ead $rade 7ead Loan

Consumer 8inance

7ead Credit 7ead !emittance

9eposit Marketing

Branch Coordinator 

ssistant M

7ead !J9 7ead !J9

Branches Credit

ssistant M

/ -rganiAations +eneral and Competitive Environment

 No organi2ation exists in isolation. 0t is affected in one 1a" or the other " the various forces that occur in the environment. $hese forces are made up of opportunities and threats. $he environment can e divided into t1o main parts namel" the internal environment and the external environment.

Internal Environment $he internal environment includes the forces 1ithin the organi2ation 1hich affects the success of the organi2ation. n organi2ation can e anal"2ed ased on its resources, culture, and structure. Laxmi Bank Limited has ade3uate resources adding value to the compan". $hese resources define the compan" distinctl" in the market. $he compan"(s corporate culture and ho1 the organi2ation is structured determine the strength or the 1eakness of the compan".

E%ternal Environment 0t includes the general forces of the societ" that do not affect the shortrun activities of  the organi2ation ut might affect the longrun activities of the organi2ation. Such forces are:

9/ Economic Environment $hese are the forces of the societ" such as 9= trends, interest rate, mone" suppl", unemplo"ment level, inflation rate, disposale and discretionar" income etc. that regulate the economic variales of anking industr".

/ Technological Environment $hese are the forces such as: ne1 products, total government spending on !J9, internal availailit", telecommunication infrastructure etc. generate prolem solving inventions.

;/ olitical2legal Environment

$hese are the forces such as: stailit" of government, la1 of hiring and firing, attitude to1ard foreign companies, tax la1, government regulation etc. 1hich is e"ond industr" control.


!igure D: Environmental "nalysis

Tas' Environment: orters "nalysis of Industry

Michael =orter(s anal"sis is an important anal"sis 1hen it comes to anal"sis of the environment. ccording to =orter, there are F forces 1hich affect the 1orking of an" industr". $he /th force anal"2ed here 1as added later. $hese forces are as follo1s: •

Threat of ne* entrants : 9ue to the entr" of ne1 anks 1hich come up 1ith

competitive products, the existing anks have to come up 1ith etter products so that the" can survive in the market. $he ne1 anks come up 1ith ne1 ideas and ne1 technolog". $his makes the ank to take some action. Similar is the case 1ith L5BL. Man" ne1 anks have een commenced and man" are in the pipeline. >ver" no1 and then, L5BL has to anal"2e the environment and tr" hard to come •

up 1ith ne1 products and satisf" their customers. Rivalry among e%isting firms : $he competition in the anking sector is ver" high. s mentioned earlier, there are man" anks on the pipeline, there(s a cut throat competition. $he existing anks are al1a"s anal"2ing each others( footstep. $he" have to make sure that the" do not lag ehind. $he anks tr" to differentiate themselves in terms of the services the" provide. $he" also choose some moves

•

such as changing the prices, improving product differentiation, etc. &argaining po*er of the )uyers : 0n case of the anks, the u"ers are the customers. $he anking sector is ecoming customer dictated. With man" anks  providing the same services, the customers have choice and the service providers  #ust have to e the est. $he ank has to think of the customers 1henever the" 1ant to make some actions. $he ank has to e customer oriented in order to attract the customers.

•

&argaining po*er of the suppliers: B" suppliers, 1e mean the depositors. $he" are the ones 1ho provide the ank 1ith the deposits 1hich the ank  intermediates to the orro1ers. $he higher the volume of the deposits, the more the ank provides them priorit" and has a high sa" in the services the" receive. $he ank to think of their 1elfare and provide them 1ith cash 1henever the"

•

1ant it. $he" have a high argaining po1er. Threat of su)stitute products: ll the anks are targeting the same groups e it in terms of the sectors or in terms of the distriution of the customers. $he  anks are no1 coming up 1ith similar products. 8or example saving accounts for 

the elderl" and for the females. 9ue to this there has een a high competition and the anks have to tr" to differentiate their product from those of the competitors. $he" need to have a etter offer in order to eat the competition.

Relative po*er of other sta'eholders =addition to orters Theory> : $he shareholders, government, local communit", unions, interest groups, etc. are the stakeholders. $hese people are affected " the decision of the ank. $herefore, the" have their sa" in the ank. Whenever the ank takes an" action, these stakeholders should e considered. $he decisions made should e in the mutual understanding of all the stakeholders and the ank.

!igure : orters "nalysis

Competitive "nalysis 0n this part of the report, a rief comparison of the competitors of L5BL is eing done. mong the man" anks in %athmandu, + among them are chosen as the ma#or  competitors of L5BL. $hese anks are chosen ecause the" are located in similar place

and their products are competitive. $his makes the comparison more relevant as the" have similar customers. $he follo1ing anks including L5BL have een selected for the anal"sis 1hich is as follo1s: • • •

Laxmi Bank 4L5BL6  Nail Bank 4NB0L6 Sunrise Bank 4S!B6

$he products and services offered " the aove mentioned anks are compared for this anal"sis 1hich is as follo1s:

Ta)le : Competitive analysis in terms of roducts and Services offered $1&$

,"&I$

SR&

0nterest !ate on Saving 47ighest K offered on dail" asis6

H.)) K

/.)) K

H.F)K

8ixed deposit 4Maximum interest offered6

--.*F K

--.)) K

--.F) K

'verdraft 4Maximum interest charged6

---E K

H-+K

-)-+.FK

$erm loan 4Maximum interest offered6

---E K

H-+ K

-)-+.FK

7ousing loan 4Minimum interest charged6

---E K

H-+ K

-)-+.F K

8rom the aove tale, it is clear that L5BL offers more interest than its competitor in average.

 Part Three

RESE,T"TI-, -! M"6-R R-6ECT4S U,#ERT"KE, Section I: Introduction

roject ": Research on Customer Service #epartment 9/ Introduction of the roject 0n internship the est 1a" to learn is from front desk. $he starting phase in internship for  most interns al1a"s egins from interaction 1ith customers. 0t is the service that ma" either attract more numer of customers or lessen their numers. s 0 have done internship oth at Sukedhara and Lagankhel ranch, 0 mainl" focus on Customer Service 9epartment. Within the time interval of internship, the expectation of customers al1a"s seemed to e increasing, 1hereas the department lacks to meet their demands this might  e ecause of lack in resources, numers of staff, space prolem and intense competition. 9ue to this, management of L5BL is al1a"s interested aout the reasons ehind the gap and 1a" to mould the organi2ation. CS9 mainl" focuses on complaints and 3ueries of  actual and potential customers. Complaints might var" from poor services to late responses and 3ueries might e regarding 1a" to improve gra" areas. 0n m" internship 0 mostl" spend times on counseling the customers regarding produ cts and their enefits. s a result, the attention al1a"s seemed to e moving to1ards the role and actual service the CS9 1as rendering. $hus, 0 1as provided 1ith the pro#ect of anal"2ing the current  positioning of the CS9, prolems and 1a" to improve. 0 have to sumit this pro#ect 1ithin -F da"s to the BM.  / "ims and -)jectives of roject

$he ma#or aim of conducting the research regarding CS9 1as to provide the management 1ith the information regarding current level of positioning CS9 holds. $his 1as  particularl" aimed at customer(s perception and to some extent even to the staff of the institute. L5BL has al1a"s tried to formulate 1a"s to provide 1ith overall customer satisfaction. 8or this not #ust for L5BL, ut ever" CS9 is the primar" stoppage point, 1hich in terms of the responses it provides, can #udge and fulfill the customers 1ith their expectation. So does L5BL, for 1hich the research 1as conducted.

With the arousing complaints from the CS9, L5BL management 1as much concerned aout the performance and 1a"s to ring aout remedies to improve their level. $he ma#or aim of 0nterns 1as not #ust limited to provide the management 1ith the result,  ut also to personall" and professionall" learn out of it. 8ocusing on the future career   path, enefiting out the oservation and learning made, this research 1as performed. So, pa"ing attention to the concern of the management, and to gain more insight of CS9, the ma#or -)jectives of conducting the research are as follo1s: •

8ind out the response of customers to1ards CS9

•

Comparison of L5BL and other anks CS9

•

Satisfaction as per the services provided " the department

•

Leveling of the department as per the customers experience 1hile dealing  personall"

•

>xpectation of customers from the department

•

0nternal<>xternal factors affecting CS9

;/ Scope and limitation of roject $he research undertaken for Customer Service 9epartment represents 1ith the response from onl" one section of L5BL. $he management 1as concerned 1ith the prolems 1ithin CS9 and 1a"s to fight 1ith it. $he pro#ect has een done oth at Sukedhara and Lagankhel ranch in -F da"s 1hich 1as 3uite difficult. 7o1ever, from the stud" undertaken, interns 1ould e ale to provide 1ith the actual figure of response of their current customers as 1ell as vie1 from the internal staffs. With the presented results out of the stud" made, the institute could go ahead in formulating and implementing necessar" steps for the improvement of the department. 0n  rief the scope of the stud" focuses on: •

&nderstand the response of customers to1ard CS9

•

!ecogni2e the expectation and preference of the customers from the respective department

•

0mprovement to e made in the department

9uring this pro#ect ma#or constraint is information. 0nformation pla"s an important role in CS9. Both management and customers hesitate to share information 1hich makes some1hat difficult.

roject &: Colla)oration of $a%mi &an' of Su'edhara *ith Su)isu Ca)le for its &ill ayment 9/ Introduction of the roject Sukedhara ranch is the ne1l" launched ranch of Laxmi ank though there are various services provided " Laxmi Bank. $his might e the uni3ue 1hich asicall" deal 1ith  enefits to Laxmi Bank and Suisu Cale from collaoration. %eeping customer  satisfaction on mind this pro#ect 1ould e advantageous and help to keep touch 1ith the customers. 9ue to huge demand and success from other ranches, Sukedhara ranch also felt the necessit" and BM provided me and t1o of m" friends 4 Ms/ oonam andey and Ms/ "sti'a Kar'i 6 to stud" the feasiilit" of the pro#ect in that localit".

8or this pro#ect 1e visited Suisu Cale at Balu1atar and talked to the related person and the" 1ere cooperative and responded positivel". $he" even provided us some suggestions and guidelines re3uired to carr" out the pro#ect. $hereafter, 1e manage to talk to the existing customers 1ho regularl" visit to the ank, and the potential customer near" Sukedhara area. $he need for carr"ing out this pro#ect 1as to provide more and etter  service to retain the existing customers and attract the potential customers, to save the time and urden of customer. 9ue to the increase in financial institution there is cut throat competition, in order to cope 1ith this situation L5BL has chosen to generate mone" through various innovative services. $his pro#ect is also a 1a" to generate mone". We are re3uired to present this  pro#ect 1ithin - 1eek 1ith ackground of Suisu, operating procedure and flo1 chart,

 enefits 1ith collaoration to all i.e. ank, Suisu and customers, promotional measures, SW'$ of Laxmi Bank 1ith suggestion. / "ims and -)jectives of the roject

$he o#ectives of the pro#ect are given elo1: •

$o satisf" existing customers and to attract potential customers

•

$o generate income

•

$o launch innovative and eas" service that is al1a"s desire " customers

•

$o eat competition

•

8or 1idening the range of products and services

•

$o increase good1ill

•

$o market L5BL through collaoration

•

$o recommend management ho1 the pro#ect can e successful

•

$o enefit L5BL, Suisu as 1ell as customers through this collaoration

•

$o have practical kno1ledge in real 1orld situation to interns

•

8or stud"ing feasiilit" of the pro#ect and suggesting the management

•

7o1 to 1iden this service throughout Laxmi Bank ranches

;/ Scope and limitations of roject

Banking industr" is highl" service oriented. So its overall success depends on the customers( satisfaction regarding its service and their expectations. =ro#ect must al1a"s focus on ho1 to retain actual and potential customers through value added services. Not

onl" ank should focus on gaining profit ut also prove to e social eing i.e. 1in1in situation. $herefore this stud" extent ho1 L5BL 1ill e enefited through collaoration and provide necessar" recommendation and feedack to introduce this service at Sukedhara as 1ell as other ranches. $his can help the ank to make the necessar" improvements to meet the overall o#ectives for all three parties i.e. L5BL, Suisu and the customers.

$imitations $he limitations and constraints of the pro#ect caused " the uncontrollale forces are as follo1s: •

9uring research cost, time, resources and information are ma#or constraints. $he time frame for the research 1as ver" limited.

•

$he customers 1ere not availale most of the time 1hen the surve" 1as conducted outdoor.

•

$he customers 1ere reluctant and skeptic to ans1er the 3uestions.

•

Large scale research 1as not possile due to the constraints and the restrictions  posed " the organi2ation.

•

 %apan area is too ig for research.

$his research is ra1 material for L5BL gro1th and helps to e more competitive and advance, as 1e kno1 that if anks are ale to utili2e their ra1 material, the" could e more productive and competitive in market in terms of their product and other financial services. 0t is 3uite significant to clearl" segment the market, identif" the potential customers and promotion of financial products and services is also e 3uall" important.

Section II: Conceptual !rame*or'  $he most important asset of an organi2ation is its customer. 0ncreasingl" service organi2ations are using customer satisfaction as ma#or of its success. $he importance of customer service is not onl" due to national competition ut also to the gloal level.

n organi2ation success depends on: •

ho1 man" customer it has

•

ho1 often the" use the product and services of organi2ation

•

ho1 satisfied the" are " using product and services

•

to 1hat level the organi2ation is ale to fulfill and satisf" the customer need, 1ants and desire

•

ho1 the service organi2ation are ale to create the value proposition 1ith their existing as 1ell as potential prospects

•

ho1 the organi2ation are consistent to1ard satisf"ing and retaining their valuale customers

ccording to Wikipedia ;Customer service is a series of activities designed to enhance the level of customer satisfaction that is, the feeling that a product or service has met the customer expectation. $he CS9 is responsile for handling, order processing, product and service 3uestions, pricing information, s"stem transfers, and other general in3uiries. Like ever" organi2ation, L5BL is also highl" concerned regarding customer satisfaction, 1here increase customer satisfaction relates to increase in the productivit" of the L5BL. 0n order to increase its customer service, the ank has applied and experiment the concept of $otal Gualit" Management and %ai2en. 0ts a 1ell kno1n fact that no usiness can exist 1ithout customers. $he customers have  ecome one of the ke" issues for the companies in their effort to improve 3ualit"/ 0n a competitive marketplace 1here usinesses compete for customers, customer satisfaction is seen as a ke" differentiator and increasingl" has ecome a ke" element of usiness strateg". Some of the scholars focus CS9 in various 1a"s: ccording to %evin Cacioppo 4-AAH6, ;The gu"f #etween satisfied $ustomers and  $omp"ete"% satisfied $ustomers $an swa""ow a #usiness.

ccording to Dones and Sesser 4-AAF6, ;Comp"ete $ustomer satisfa$tion is the &e% to  se$uring $ustomer "o%a"t% and generating superior "ong term finan$ia" performan$e. ccording to Wikipedia, ;Customer satisfa$tion' in a #usiness term is a measure of how  produ$ts and ser(i$es supp"ied #% a $ompan% meet or surpass $ustomer e)pe$tation s per m" pro#ect CS9 research and Collaoration of L5BL 1ith Suisu for its ill  pa"ment, customer service and their satisfaction is the ma#or ingredients that has to do 1ith succession of the organi2ation. 8or this purpose various studies, research, data anal"sis have een made 1ithin the oundar" of pro#ect criteria. !igure F: Conceptual !rame*or' 

8eedack  0dentification of =rolem

CS9

Customers

0nterns
technolog", 3ualit" s"stem, CS!, promotional activities that can e anal"2ed as 1ell as summari2ed as 08S, >8S, S8S matrix 1hich is sho1n in ppendix <, @ and B. $he 08S, >8S and S8S matrix have een developed to deal 1ith environmental scanning of an organi2ation. When used together, the" are a po1erful set of anal"tical tool for strategic anal"sis 4Strategic Management and Business =olic", Wheelen et al., A th edition, =earson >ducation6 0 also 1ent through $GM ook " Besterfield et al,  rd edition, =earson >ducation 1hich has the description of $eoul Model. 0t descries the degree to 1hich the customer  experience of a service or product matches experience. 0 have also gone through E=s of Marketing i.e. product, price, place and promotion 1hich to directl" deal 1ith the customer " satisf"ing their need, 1ants and demands and creating the value proposition 4=rinciple of Marketing, =hilip %otler et al, /th >dition, $$ Mcra1 7ill6. ccording to %ano Model, it represents  ma#or areas of Customer Satisfaction i.e. explicit re3uirement, innovation and unstated or unspoken re3uirements 4Besterfield et al, rd edition, =earson >ducation6. &sing customers compliant and the service 3ualit" plus customer retention has een given a keen interest 1hile on going through this pro#ect 1hich illustrates that ;although complaints are reactive the" are ver" vital in gathering data on customer perception, a dissatisfied customer can easil" ecome a lost customer so man" organi2ation use customer dissatisfaction as the primar" measure to access their process improvement effort. Customer service is the set of activities an organi2ation uses to 1in and retain customer  satisfaction, customer retention is more po1erful and effective than customer satisfaction so, improved service fre3uentl" carries a cost ut organi2ation must determine its return that significantl" improve revenue and market share. 8rontline people are the value ale source of information and deals 1ith customer 1hich make them the est emplo"ee 1orth" for the compan"(s customer.

Section III/ Methodology $he research methodolog" is the frame1ork of ho1 the research 1ill e carried out. 0t refers to the various se3uential steps that are adopted in the stud". 0t guides the research  process 1hich helps the research to have a standard and also help to measure ho1 much have een achieved. 0t includes various research methods that 1ere used as a part for  ;Customer Service Research  and ;Colla)oration of $a%mi &an' of Su'edhara *ith Su)isu Ca)le for its &ill ayment .

Research &ac'ground =roper research design eing a ma#or aspect for gathering the relevant information regarding L5BL 1as considered to e an important 1ork. 9ue to securit", privac" and confidentialit" of certain information, the attempt 1as little led ack in order to kno1 aout the exact numer of customer holding L5BL account in different ranches. 8ollo1ing task 1as undertaken for CS9 research and Suisu pro#ect: •

Cross3uestioned the staff, especiall" from CS9 and Suisu to kno1 aout the responses the" came across regarding L5BL service

•

9esigned 3uestionnaire to gain understanding of the customers

•

Iisited other anks like NB0L, Sunrise, and Machapuchhure and Suisu office to collect the information regarding services provided " them

Study "pproach Ma#orl", the stud" 1as conducted for gathering different sort of information using 'servation, >xplorator" and 9escriptive research. $he research 1as conducted through three different stages, presented in the tale elo1:

Ta)le ;: Methodology Underta'en

Stage

Research Conducted

0

'servation and daptation !esearch

00

>xplorator" !esearch

000

9escriptive !esearch • •

Gualitative !esearch Guantitative !esearch

I/ -)servation and "daptation Research 0n the eginning of first stage, oservation 1as made during the internship program at L5BL. M" internship period is onl" for + months, so it is impossile to kno1 exact aout all functioning of the #o. 0 focused mainl" on m" CS9 and m" pro#ect. But 0 have learned as much as possile aout other department. 9uring internship 0 spent most of  time in learning and thereafter adopting, 1hich proved to e 3uite eneficiar" for the completion of the pro#ect.

II/ E%ploratory Research $he second stage 1as explorator" research 1hich asicall" included the unstructured 3uestions 4informal intervie1 1ith the staffs6 asked to understand aout CS9, anking environment, various product and their innovation, etc. $his is not onl" for L5BL staffs  ut 1ith other anks staffs i.e. NB0L, SBL, Machapuchhure and Suisu cale.

III/ #escriptive Research t the final stage descriptive research 1as used. $his research 1as carried out to understand CS9 and Collaoration et1een L5BL and Suisu and also to kno1 aout

the likeliness of its gro1th in future. Within descriptive research, there are t1o categories of research:

a/ Gualitative Research &nder 3ualitative research 1e look upon literature revie1 1hich deals upon various  pulication and literature related to CS9 and Suisu. Iarious site visit, deposit forms, fl"ers, and rochures are considered to e important 1hile preparing report. long 1ith this &nstructured 0ntervie1 1as also taken 1ith customers, staffs of various  ank and Suisu.

)/ Guantitative Research &nder 3uantitative research, a set of 3uestionnaire 1as prepared in order to kno1 aout the preference of the customers aout CS9 and Suisu ill pa"ment. $he focus 1as not onl" made on actual customers, ut also to the potential customers. $he research aimed out to find out the improvement in CS9 and the feasiilit" of L5BL collaoration 1ith Suisu.

7aria)les Measured $he variales measured for =ro#ect " are: gender, age group, occupation, importance of  CS9, satisfaction level of customers, demand for ne1 services, reasons ehind using L5BL services, re3uired services under CS9, different ank account hold " L5BL customers and services mostl" used " L5BL customers. $he variales measured for =ro#ect & are: household using cale and internet, Suisu competitors, L5BL customers using Suisu cale also in terms of potential customers and customer(s preference to1ards this service.

Section I7: resentation and "nalysis resentation and "nalysis of roject "

Since there is huge flo1 and the hurdle of customers at L5BL, 0 have taken F) customers for research purpose. 0 have also taken consideration of -H L5BL staff of Sukedhara and Lagankhel ranch. 0 have found more difficult to conduct research on the asis of  'servation or >xplorator" research so as per anal"sis of 1orking environment 9escriptive research methodolog" 1as considered to e appropriate for the conduction.

#istri)ution of Guestionnaire $he research contains +) 3uestions for each respondent and on the asis of their  responses conclusion 1as dra1n up. $he form of 3uestionnaire distriution 1as Structured Guestionnaire. 0nstead of F) customers, F customers 1ere provided 1ith incomplete 3uestionnaire. $he distriution of 3uestionnaire 1as made on the follo1ing  asis: =lease refer ppendix D and  for structured and unstructured 3uestionnaire. Ta)le <: #istri)ution of Guestionnaire Respondent

#istri)ution

Completed Responses

Staffs

-H

-H

Current customers

F)

EF

8rom the research undertaken, looking at the responses provided, the 9ata nal"sis for  CS9 research made is presented elo1:

","$0SIS -! CUST-MER SER7ICE #E"RTME,T -, T8E &"SIS -! +E,#ER 

HH Current Customers

Respondent

Total ,um)ers

Male

-H

8emale

+*

HH &an'ing Staffs

Respondent

Total ,um)ers

Male

H

8emale

-)

!igure 9: Classification according to +ender

41%

8emale4*6 59%

Male4+/6

ove figure depicts that among the total respondent of /, that is -))K, +/ of them 1ere male and the rest * 1ere female. $hat sums up to FAK female respondent and E-K of male respondents. $his might e ama2ing fact to kno1 aout. t L5BL there are more female customers ecause here the products are more attractive for female rather than male. So, this might e reason for more female staffs.

"+E +R-U HH ,o/ of respondents according to "ge group

"ge group

92@

,o/ of   +E Respondents

B2;@

;B2<@


-*

-+

-)

!igure 99: Classification according to "ge group

16% 38%

-H+F4+E6 +/F4-*6

19%

/EF4-+6 E/ and over4-)6 2%

mong the total respondents, a total numer of +E out of / 4that sums to HK6 of the respondents 1ere et1een the age group of -H+F, this sho1s ho1 man" "oung people are opening ank accounts. $here is one thing to understand from this figure that +F to aove age groups the respondents are lesser in numers that of less than +F ecause this might e lack of anking kno1ledge, ank(s effort

and peoples preference. 'ne of the

credits for L5BL success is deposit scheme of ; Super .omen Saving  and ;+reen Saving "ccount( 1hich "ields higher interest rate.

-CCU"TI-, HH ,o/ of Respondents according to their -ccupation

-ccupation

Service 8older

,o/ of   + Respondents

Student s

&usiness erson

8ouse 8old

-thers

-F

-E

*

E

!igure 9: Classification according to -ccupation

% 11% 36%

Service 7older4+6 Students4-F6 Business =erson4-E6

22%

7ousehold4*6 'thers4E6 24%

Service holders have large account in L5BL. 0n case of Lagankhel ranch most of  account is of 9istrict 9evelopment Committee 499C6 staff, =atan 7ospital staff and securit" officers. $his might e due to highest "ield than other normal saving accounts  provided to general pulic. Staff account is getting much popularit" in L5BL due to free $M services, free che3ue ook and no account opening fee. 'ther reason might e due to compulsion of salar" purpose and contract. s compare to this, student also has greater  existence in L5BL account 4+EK6.

IM-RT",CE -! CUST-MER SER7ICE #E"RTME,T !igure 9;: Ran'ing the Customer Service

11% 2%

Ier" 0mportant4)6

0mportant4+F6

48% Not 0mportant4*6

Not %no1n4-6

39%

8irstl" the most important thing for the researchers 1as to verif" 1hether or not the customers find the customer service as an important aspect in a anking environment. $he responses that the customers gave 1ere over1helmingl" positive. Nearl" half 4EHK6 of the total respondents elieved that it is a ver" important aspect and that it should not e neglected. $he rest AK elieved that it is important and --K thought it is not important. But interesting fact is that aout +K doesn(t kno1 aout CS9. So, 1e can also conclude that there are some customers 1ho " necessaril" have an account ut doesn(t kno1 1hat  ank is all aout.

S"TIS!"CTI-, $E7E$ .IT8 CUST-MER SER7ICE !igure 9<: Satisfaction level of Customers

35% Satisfied4E-6  Not Satisfied4++6

65%

Customers are the driving force of an" usiness. $he usiness exists ecause of the customers. 8rom the research, among some of internal and mostl" external customers, it

is sho1n that the customers are satisf" 4/FK6 1ith the services offered " L5BL. Whereas FK of customers seemed to e dissatisfied 1ith the present services and 1ant corrective action as soon as possile. #EM",# -! ,E. SER7ICES

!igure 9@: ReJuirement for E%tra !acilities 6!% 5!% 4!% 3!% 2!% 1!% !%

mong these 1ho responded that the" are not satisfied 1ith the services of the ank  specified that the" if some extra services 1ere added, the" 1ould e contented.  greater   part of FEK of customers responded that the" 1ould e happ" if there 1as 3uick prolem solving and response. $his suggests that, L5BL management must e focus to1ard gre" areas 1hich 1as efore neglected. Management must listen the voice for other services too like $Ms outside valle", old aged saving and others 4private anking, etc.6

RE"S-,S &E8I,# USI,+ $1&$ SER7ICE !igure 9B: Reason for Using $1&$ Service 4!% 35% 3!% 25% 2!% 15% 1!% 5% !%

8rom this ar diagram 1e come to kno1 that aout FK of customers prefer Laxmi ank   ecause of high interest rate. s per research, location of Laxmi ank ranches and its

$M services are other core areas 1here it is gaining popularit". 'thers are 1ide range of   products, moile mone" and good market share, friendl" environment, 1ell capale management and man" more are also reasons ehind customer attraction to1ards Laxmi  ank products.

REGUIRE# SER7ICES U,#ER CUST-MER SER7ICE #E"RTME,T !igure 9D: Selective Services ReJuirement 4!% 35% 3!% 25% 2!% 15% 1!% 5% !% Proper Customer "esponse #24$

uic& Problem 'olvin( #15$

)t*ers #$

mong the / respondent, a total of +E customers elieve that proper customer responses are the most important thing 1hen it comes to CS9. $his means that most of the customers 1ant proper response " those ehind the customer service desk. $he next issue that is given priorit" is 3uick prolem solving. -F out of / people elieve that their   prolems need to e solved immediatel" as the" are addressed. 'thers also have opinion to provide service throughout the 1eek, even some complain for unfriendl" environment, fre3uent $M failure and unskilled personnel at CS9.

#E-SIT "CC-U,TS T- -T8ER &",KS

!igure 9: #eposit "ccount ossessed to -ther &an's

22% es4EA6  No4-E6

8%

$he ank culture of our countr" is such that people have ank accounts in man" anks. $he" generall" have fixed deposits accounts in 8inance companies 1hich offer highest interests, and savings account in those anks 1hich offer most convenient services. $hus, most of the customers i.e. *HK have deposit accounts in other anks also. 0 have found one fact more interesting that people open account on other anks onl" to have an account and $M ecause it is free of cost.

SE7ICES M-ST$0 USE# &0 $1&$ CUST-MERS !igure 9F: roducts Mostly Used 4!% 35% 3!% 25% 2!% 15% 1!% 5% !%

0n this figure, deposit holds the maximum percentage 4/K6 this might e due to higher  interest rate and efficient marketing. 9ue to less commission and etter usiness

transaction in foreign countr" remittance services at L5BL is at good position. While dealing 1ith Loans and dvances it is less in used due to N!B act and li3uidit" crunch. 'thers services like eanking, locker facilities, etc.

resentation and "nalysis of roject & 8or the research regarding Suisu, -)) sample si2es 1ere randoml" chosen 1ithin an approximate population of aout +)))) at %apan area 4Source: Ministr" of 7ealth and =opulation6. $he research 1as ased on kno1ing aout the internet user for different service providers 1ithin theses household of %apan so, a 3uestionnaire 1as prepared and  presented them on a random asis. $he follo1ing result 1as found:

Ta)le @: 8ousehold Survey Using Internet of #ifferent Service rovider Respondents

Internet Service roviders=IS>

-K

Suisu

+FK

Nepal $elecom4N$C6

+)K

World Link

E+K

'thers

8rom the aove research, 1e found that N$C has the highest numer of customers follo1ed " World Link and Suisu i.e. +F, +), - households per -)) respectivel". 'thers net1ork like Link, Broad Link, &$L, Ncell, etc covers E+K of the market share for %apan. fter this anal"sis 1e are ale to find out the competitors for Suisu as 1ell as the potential customers for Suisu through competitor anal"sis. While regarding L5BL customers using Suisu Cale 1e found out that -)K of total  population of %apan are the customers of Laxmi Bank 1here FK of the total customers are the user of Suisu Cale.4Source: 0nternal dataase of Laxmi ank6 Suisu offers a suite of full"managed net1ork services developed specificall" to address the rapidl" evolving net1ork performance re3uirements of medium usinesses and large enterprise organi2ations as 1ell as households. Suisu 1ith its efficient operational task 

can help Laxmi ank and its customer, and also has the potential to increase the customer  of Laxmi Bank for the efficient performance of B0LL =M>N$. $he operation takes  place for ill pa"ment at L5BL is as follo1s: dvice people using Suisu Cale of Sukedhara localit" to open accounts in this  ranch. Bank 1ill directl" pa" their ills to Suisu Cale from their accounts after ever" three months. Bank 1ill use a separate dataase to keep records of their customers regarding their ill pa"ments. Bank 1ill charge !s. F for each pa"ment as a service charge. Bank can use moile mone" and SMS alert to enhance this service. 4Whenever  the customer lacks deposit to pa" the ills, he
Major !indings 8rom the oservation made on oth the staffs and the current customers, anal"sis 1as conducted as per of their reactions. $otal numer of sample 1as / out of 1hich -H 1as internal 1hereas F) 1ere external of 1hich F respondents 1as not involved due to incomplete 3uestionnaire. So, out of that, some important and useful findings gathered are as follo1s:

In CS# Research

•

nal"2ing the customer " their age group 1e found that -H+F age group 1as the highest follo1ed " +/F aged customers.

•

nal"2ing the customer " their occupation service holders accounts highest follo1ed " students and usiness persons.

•

While anal"2ing the importance of CS9 EHK found it ver" important ut surprisingl" AK found it unimportant.

•

While measuring the satisfaction level of customer of L5BL /FK of the customers are satisfied.

•

0n regardance to demand of ne1 services ma#orit" of customers demanded 3uick  response and prolem solving at L5BL.

•

Maximum numer of people rated high interest rate 4saving6 for using L5BL services 1hile compare to other services.

•

out H)K of the L5BL customers possess account in other anks too.

•

9eposit service account holds /K of the customers as compare to other services.

In Su)isu roject •

 We found that N$C has the highest numer of customers follo1ed " World Link  and Suisu i.e. +F, +), - households per -)) respectivel".

•

Laxmi Bank has FK of its customers Suisu and has prospect to increase through  promotional activities in %apan.

•

$he ma#or competitors for Suisu 1ere N$C and World Link.

Section 7: Conclusions 8rom this research, several issues are found 1hich needs to e emphasi2ed for L5BL(s greater success. Most of the information 1as gained from the formation of the structured 3uestionnaire, intervie1 as 1ell as internal dataase of L5BL. 0t 1as seen that though the  ank has een catering generic services to its customers, the expectations of the customers still have not een met to ensure complete customer satisfaction. 0n regard to the CS9 surve" as an assignment 1e had een taken into consideration for  the feedack of oth internal and external customers for the greater accurac". $here 1ere fre3uent complaints that the department 1as not functioning up to the mark thus, to reveal the truth aout the aspects of department are the customer disliking, a surve" 1as carried out. $he result of the CS9 1as lacking on various area mostl" on customer  response. $o achieve its mission of estalishing itself as one of the potential national development  anks, L5BL should meet the customers( expectation at an" cost and delight them al1a"s. 8or a anking sector to lead ahead from its competition, it needs to capture the potential segment of customers " offering them more than 1hat the" expect. $ogether 1ith that, the CS9 could 1ork on the minor fla1s that it has and 1ork on it to make itself as good as the other departments of the ank. $he CS9 is a ver" important department 1hich gives an impression to the outsiders aout the ank, so it needs to e good in order to attract and retain.

=ro#ect undertaken for Suisu follo1ing enefits 1ere found for L5BL, Suisu as 1ell as Customers. &enefits to $a%mi &an': 0ncreases the use of moile mone" and SMS alert. Bu22 marketing through customers.

0ncreases the proailit" for the customers to take other services 4like: Moile Mone", !emittance, locker s"stem, etc6 B" providing this service, Laxmi Bank 1ill e engaged in its corporate social responsiilit". $his 1ill increase Laxmi Banks good1ill. Laxmi Bank 1ill get a certain amount of commission from Suisu. fter the success of this pro#ect in Sukedhara ranch similar pro#ect can later e implemented in other ranches as 1ell.

&enefits to Su)isu Ca)le: •

&se of capital incentive rather than laor incentive.

•

Suisu cale itself 1ill get promoted " collaorating 1ith highl" reputed organi2ation like Laxmi Bank. Cut do1n of expenses 4e.g. salar", stationer", transportation, etc6

•

&enefits to Customers: •

Saving of travelling cost and time.

•

0ncrease in anking kno1ledge.

•

 Net1orking and relationship is uilt among customers and ank.

•

0ncreases the customer(s saving hait.

Suggestions  Nothing in the 1orld is uild up as perfect. Certain fla1s, 1eaknesses are possessed " ever"thing, so does anking institutes. 0n similar sense, L5BL, in its 1a" of performing and dealing 1ith the customers, consists of some dra1acks. s per this, certain eneral as 1ell as Specific recommendation are provided to the institute, 1hich are as follo1s:

I/ +eneral Suggestions •

$he anks should come up 1ith 1ide variet" of products and services and focus on service proliferation

•

=roficienc" in interdepartmental communication should e given more priorit"

•

$he customer portfolio if diversified, a 1ide arra" of customers can e attracted  plus the risk factor can e minimi2ed

•

$he different schemes that the ank comes up 1ith needs to e marketed in a  proper manner 

•

$he internal customers of the ank, the emplo"ees need to e motivated and appraised in a handsome manner 

•

$he human resource can e improvised and harnessed " the in house trainings and 1orkshops

•

$he ph"sical facilities of the ank can e improved e.g. spacious area, couches and chairs for the customers to sit and relax

II/ Specific Suggestions a/ 8igher Interest rate:

ccording to the specific research conducted, the response to the needs of higher interest rate is maximum. $his is particularl" ecause man" financial institutions are providing around FHK interest on deposit account 1hich implies that customer are not satisfied 1ith the current interest rate of the ank. $he other competitors are providing similar  services at a higher interest rate 1hich is far more attractive than that of L5BL. )/ &etter customer service:

Stale, health" gro1th is uilt on the profitailit" of the customer, not on their ra1 no, of  lo"alt". $he t1o researches that 1ere carried out had some part of service departmentOs issue involved.

c/ Employee $ounge:

 anker(s #o is ver" monotonous and tedious process. 0t demands utmost attention and makes them exhausted, if there 1as some kind of recreation area for the emplo"ees 1here the" could go and relax for a 1hile, it 1ould e much helpful. $he emplo"ee recreation lounge 1ould act as a refresher for the emplo"ees and recharge them for the next difficult shift. d/ SpecialiAed service for Special( customers:

$he special customers 1ith various accounts in the ank, taking occasional loans, o1ing the locker facilities should e properl" treated " the ank. $he" are the sources of a lot of earnings for the anks. $herefore, the ank can devise a speciali2ed service 1here", special clients can e offered loan as a susidi2ed rate or extended credit, gift vouchers etc.

 Part !our 

RE!$ECTI-, -! I,TER,S8I

When ever"one is thinking that 0 am living a laid ack life, 0 actuall" am passing through one of the most important phases of m" life, the phase 1here 0 decide 1hat decisions 0 1ill take to mould m" career as per m" re3uirements, 3ualifications and interests. $his  phase has various dimensions to m" life at this moment like anxiet", nervousness, confusions, dilemmas, decisions aout priorities, fighting 1ith the limit of time. $he anxiet" of 1hat is next in the experience of the other departments 0 1ill e recruited is ver" exciting as 0 am getting the opportunit" to get into the t"pe of 1orking place 0 1ant to 1ork in. $his is a ver" important thing as 0 1ill e ale to let go of all the complexities that 1ould inadvertentl" stop me from fulfilling m" dream and m" career. 9uring this internship, 0 1ill also e ale to let go of all the dilemmas that 0 have related to m" career decisions like 1hether to enter into a #o as m" goal persists or to start up or  continue m" famil" usiness or to go for a Masters degree right after the completion of  m" BB course. $aking this decision 1ould e a lot easier after the completion of the internship period as 0 1ill e ale to decide 1hat is right and 1hat is not for m" future ahead. 0n our da" to da" life 1e have to prioriti2e man" issues over other so as to give ample attention and time for the important ones. $his re3uirement of m" punctualit" in m" 1ork has made me ale to prioriti2e m" career and studies over other issues like friends, parties etc.  No1, 0 suddenl" am reali2ing that 1e are ound " the limit of time 1hereas previousl" 0 thought 0 have ample time for ever"thing. $his limit of time has made me reali2e the value of time and ho1 to organi2e ever" activit" so as to give m" time to other issues as 1ell. $his reali2ation of importance of time 1ill no dout help me in an"thing 0 do in the future as for ever" professional, time is the one of the rarest and important assets he has. 8inall", m" dream of eing a professional seems to e a possiilit" and getting an

experience even efore 0 finished m" studies is an important experience. $he things 0 1ill learn 1ill help in m" career and also in m" studies ahead. 0 pursue further to gain the maximum kno1ledge from the experience and enrich in m" life and career ahead.

"chieved +oals4-)jectives •

%ne1 aout the importance of fragmentation in the 1orks

•

%ne1 aout the market positioning of Laxmi Bank

•

%ne1 aout the dail" transaction carried out

•

%ne1 aout the structuring of the institute and their functions

•

$o learn aout the overall function of different departments of Laxmi Bank  4L5BL6 namel" Customer Service 9epartment 4CS96, other department in rief.

•

$o learn as much as possile from the memers of the ank through good and friendl" relationship.

•

$o learn aout different products of the ank.

•

$o increase communication skills and interpersonal skills " communicating 1ith the customers in the CS9.

,ot "chieved +oals •

8ound less matchup 1ith theoretical and practical learning during 1ork 

•

Less arra" of kno1ledge regarding remote area ranching of ank 

•

Less reflection regarding coping 1ith sudden chan ges " the institute

RE!ER",CES rint Sources2&oo's !ose =eter S.(s Commer$ia" Ban& *anagement' 4th and +th ,dition =hilip %otler et al(s Prin$ip"e of *ar&eting' 1-th ,dition Besterfield et al(s Tota" .ua"it% of *anagement' /rd  ,dition 7arve" Ma"lor(s Proe$t *anagement' /rd  ,dition $homas L. Wheelen et al(s Strategi$ *anagement and Business Po"i$%' th ,dition "rticle in a Monthly magaAine

B'SS, 8eruar" +)-) 7arvard Business !evie1, pril +)-) "rticle in 6ournal

%athmandu =ost, March +)-) hi"an, pril +)-) -thers Sources • •

Brochures of other anks like Nail, Sunrise Bank and Machhapuchure Bank  ccount opening forms of Nail, Sunrise Bank and Machhapuchure Bank 

Electronic Sources • • • • •

111.laxmiank.com 111.nr.org.np 111.nailank.com 111.sunriseank.com 111.google.com

• •

111.1ikipedia.com 111.machank.com

"nnual Report nnual !eport of Laxmi Bank +))*<)H, +))H<)A nnual !eport of Nail, Sunrise Bank and Machhapuchure Bank

"E,#I1ES "ppendi% <: Internal !actor "nalysis Summary =I!"S>: $a%mi &an' $imited Internal Strategic !actors

.eight

Ratin g

.eighted Score

Comments

Brand >3uit"

).-F

E.F

)./*F

Large amount of lo"al customer 

dvanced $echnolog"

).-)

E

).E

dvanced 8lexcue technolog"

Benchmarking

).-)

F

).F

Maintain gloal standard4paperless  product6

Gualit" Customer Service and 0nnovative  product

).-)

E.F

).EF

Customer focused

$raining and 9evelopment

).)F

E

).+

Skilled and professional training team

Stringent polic"

).-)

+

).+

$ight control

Centrali2ed Management

).-)

+

).+

$ime consuming

Limited product and services in ranch

).)F



).-F

No comment

Strength

.ea'ness

Lesser no. of staff in  ranch

).+)

+

).E

Slo1 service

Branches and $M service

).)F

-.F

).)*F

8e1er $Ms outside the valle"

Total score

-

.+F

"ppendi% @: E%ternal !actor "nalysis Summary =E!"S>: $a%mi &an'  $imited E%ternal Strategic !actors

.eight

Rating

.eighted Score

Comments

).-)



).)

ro1th of urani2ation

0ncrease in customer  ).-) kno1ledge in  anking

F

).F

1areness of anking kno1ledge

0ncrease in single famil" formation

).-F



).EF

More customer ase

0ncrease 1omen 1orkforce

).)F



).-F

0ncrease in diversit"

Changing lifest"le

).-)

F

).F

More demand for service

9ecrease in 9=

).-)

+

).+

Lo1er anking transaction

0ntense competition Stringent laor la1

).-F ).)F

 

).EF ).-F

0ncrease in no. of ank   No comment

&nstale government

).-)



).

&nstale rules and regulation

-pportunities

0ncreasing uran  population

Threats

$hreats of ne1 entrants

).-)

Total Score

-



).

Ne1 entrants for local as 1ell as international arena

.

"ppendi% B: Strategic !actor "nalysis Summary =S!"S> Matri% Strategic !actor

.eight

Rating

.eighted Score

Brand >3uit"

).+)

E

Gualit" customer service innovative  product4S6

).-)

Benchmarking4S6

SL

IL

$L

Comments=S>

).H

P

Lo"al Customer  

E

).E

P

Customer focused

).)F

E

).+

P

Limited products and services in the  ranches416

).-)

+

).+

P

Lesser staff in the  ranches4W6

).-)

+

).+

P

Branches and $M service4W6

).)F

+

).-

0ncreasing customer kno1ledge4'6

).-)

E

).E

Changing lifest"le4'6

).-F

E

)./

P

0ntense competition4$6

).-)

F

).F

P

Maintain gloal standard4paperless  product6 P

No comment

Slo1 service

P

P

8e1er $Ms outside the valle"

P

1areness on anking  product and service

More demand for  product and service P

P

Iariet" of service offered " other ank 

$hreats of ne1 entrants4t6

).)F

Total

-

E

).+

P

Ne1 entrants from local and international arena.

./

 2ote: S3Short term' I3Intermediate term' 535ong term

"ppendi% D: Structured Guestionnaire for Research on CS#

,amaste?   I am the student of ,epal College of Management =,CM> currently in the th semester/ !ollo*ing is a research )ased Juestionnaire for Customer Service #epartment of $a%mi &an' =$1&$> as a fulfillment of course offered )y Kathmandu University =KU> under Internship program at $1&$/ 0our cooperation *ill )e highly appreciated in this regard/ I assure that the information provided *ill )e 'ept confidential and shall )e used only for the academic purpose/

,ame: ,ame of -rganiAation =if involved>: 8ometo*n: +ender

Male

8emale

"ge

-H+F

+/F

/EF

E/ and over  

-ccupation =lease tic' the most appropriate option>

Service 7older

Student

Business =erson

9/ #o you hold account in the other )an'

7ousehold

'thers

es

No

/ In *hich )an' you hold your account

L5BL

'ther 4=lease specif"6QQQQQQQQQQQQQ..

;/ "re you satisfied *ith the services provided )y $1&$

Satisfied

Not Satisfied


9eposits

Loan and dvances

$reasur" Services

!emittance Services

Moile Mone"

'thers

@/ .hy did you li'e the $1&$ service

7igh 0nterest !ate

Well Located

Moile Mone"

'thers

Wide !ange of =roducts

B/ Services needed to )e upgraded at $1&$

dding $Ms 'utside Ialle" Spacious Service reas 'thers

'ld

ged

Saving

Guick !esponse and =rolem Solving

B/ Is there any importance of CS# at $a%mi &an'

Ier" 0mportant

0mportant

 Not 0mportant

Not %no1n

D/ "reas needed to )e improved

=roper Customer !esponse

8riendl" >nvironment

Guick =rolem Solving

'thers

+E<* Service

/ "re you planning to continue your relationship *ith $1&$

es

Can(t Sa"

No

F/ If ,-? please state the reason NNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNN

9/ 0our suggestion4recommendation to )an' =if any> NNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNN

Than' 0ou 8ave a ,ice #ayOOO +++++++++++++++++++++++++

"ppendi% : Guestionnaire for Unstructured Intervie*

• 

Who are the target customers or 1ho are the potential customers for Laxmi BankR

• 

7o1 1ell the Laxmi ank is estalished in the marketR

• 

What is the main mission and vision of L5BLR

• 

9id Suisu have customers around Nepal, ho1 man" numers might e there in %apan areaR

• 

 9id this t"pe of collaoration is done eforeR With 1homR 0s it profitaleR

• 

What is the main o#ective and strateg" of 1hole CS9 and Laxmi ankR

• 

Who might e the most responsile for satisf"ing customerR

• 

0s L5BL thinking an" 1a" to improve its servicesR 7o1R

• 

s other anks are coming 1ith similar products and services ho1 Laxmi ank 1ill keep it differentl"R

• 

What t"pe of response or feedack L5BL has come acrossR 0s L5BL preparing for itR

• 

What fee did Suisu Charges to "ouR 0s there an" difficult" for pa"mentR 0s there an" late charge on caleR

• 

9id Suisu have an" contract 1ith other financial institution for ill pa"mentR

• 

7o1 much does it cost for onl" receiving and handling all illing procedure of Suisu cale annuall"R