Chapter-I
Introduction
1.1 World Banking History
The term bank Originated from Latin word “Bancus”
which refers to bench on which the bankers would keep its money and his
records. Some believes it has been origin from French word “Banqee” and Italian
word “Banca” which means a bench for keeping, lending and exchanging of money
or coins in the market place by money lender and money changer.
The first bank called “Bank of Venice” was established
in Venice, Italy 1157 A.D. is supposed to be the most ancient bank. Following
its establishment, a lot of banks in different parts of the world were
established. After the evolution of “Bank of England” in 1694 A.D. there came a
remarkable change in process of establishing the banking institution. It was
established as a joint stock bank and later on it became first central bank in
the world. The idea of commercial banks rapidly spread all over the world only
after the foundation of bank.
Bank is a financial institution which is engaged in
monetary transaction. It accepts deposit and grant loan to needy person against
securities. So, banks are said to be “financial Supermarket”. It charges
certain interest at some fixed interest rate per annul. Beside this, a bank
also involves on a number of agency services like remitting and collection cash
on behalf of its client opening bank drafts and LC activities and or writing
shares of newly established companies. Banks are those institution, which are
established under certain act to perform monetary and credit transactions
According to Crowther: “The bankers business is to
take the debts of other people to offer his own in exchange and these create
money”.
According to US Law: “Any institution offering
deposits subject to withdrawal on demand and making loan of a commercial or a
business nature is a bank”.
1.2 Banking history in Nepal
In the
Nepalese context, banking sector is rather more slow evolution. In Nepalese
history, a merchant namely “SANKHDHAR”, who alone paid all the debt of the
people in the country at that time? This proves the existence of money lending
function at that time. During the end of 14th century the term “TANKADHARI”
i.e. moneylender were found in the course of development of borrowing. The
“TEJARATH” office established in 19th century used to give loans to government
employees. But the banking in Nepal has started in real sense with the
establishment of Nepal Bank Ltd. in 1937. NRB was established as a fully
government owned commercial bank in
1966.Anyhow, Nepal Bank Limited is the first commercial bank of Nepal and was
established in 1994 B.S. Then several legislation was made and other different
types of banks were developed in the country. After declaring free economy and
the privatization policy, Nepal Arab Bank (NABIL) was established in 1984 A.D.
This the first modern bank with latest banking technology. Then lot commercial
bank opened in the country.
1.3
Introduction to Nepal Bank Limited
Nepal Bank Limited, The first bank of Nepal
was established in November 15, 1937 A.D (Kartik, 30, 1994). It was formed
under the principle of Joint venture (Joint venture between government &
general public). NBL's authorized capital was Rs. 10 million & issued
capital Rs. 2.5 million of which paid-up capital was Rs. 842 thousand with 10
shareholders. The bank has been providing banking through its branch offices in
the different geographical location.
Corporate
Vision:
"Pioneer Bank with complete banking solution"
Mission Statement: NEW
Network for inclusion: Use
bank's network to increase its reach all over the country from urban areas to
rural areas and help in improving the lifestyle of rural population and in turn
become the bank of choice of corporate, medium businesses and rural market.
Enhancing the value: To
employees, shareholders, government and customers
World class banking
services: Provide world class banking services by achieving excellence in
customer service and adopting high level technology standards
SPIRIT
Segmented business approach: For risk management and enhancement of efficiency
Segmented business approach: For risk management and enhancement of efficiency
Partnership: With all
stakeholders including the Government, employees, shareholders and customer
Innovation: Of business
areas and processes for providing Advanced banking services, and enhance
competitiveness
Responsiveness: responding
to the changing need of the market/society/business on timely basis
Integrity: Uphold
trustworthiness and business ethics in the business process
Total banking solutions: To
cater the need of all sections of society
Nepal Bank Limited has the
following objectives:
·
Focus on building the
positive net worth and meeting minimum capital requirement over the coming five
years.
·
Focus on increasing the
customer base and market share.
·
Maximize the potential/efficiency
of bank's staff.
·
Focus on minimizing the
risk associated with the business.
·
Focus on providing the
world class business solutions.
·
Focus on increasing the
sustainable profit.
Table No. 1: Shareholding Composition
S.N
|
Ownership
|
Percent
|
1
|
Government
of Nepal
|
38.60
|
2
|
General
Public
|
61.40
|
Total
|
100
|
(Source:
http://www.nepalbank.com.np/bankoverview/introduction.php)
Table No. 2: NBL Network Overview
Region wise branches
|
No of Branches
|
Kathmandu
Region
|
28
|
Biratnagar
Region
|
28
|
Birgunj
Region
|
19
|
Pokhara
Region
|
21
|
Nepalgunj
Region
|
16
|
Total
no of Branches*
|
118
|
(Source:
http://www.nepalbank.com.np/bankoverview/introduction.php)
Table No. 3: Permanent Staff
S.No.
|
Level
|
Post
|
Male
|
Female
|
Total
|
%
of Female
|
1
|
Chief
Executive Officer
|
0
|
||||
2
|
General
Manager
|
2
|
0
|
2
|
||
3
|
11
|
Deputy
General Manager
|
5
|
0
|
5
|
|
4
|
10
|
Chief
Manager
|
9
|
1
|
10
|
10
|
5
|
9
|
Senior
Manager
|
17
|
0
|
10
|
0
|
6
|
8
|
Manager
|
51
|
6
|
57
|
11
|
7
|
7
|
Deputy
Manager
|
127
|
13
|
140
|
9
|
8
|
6
|
Assistant
Manager
|
308
|
79
|
387
|
20
|
9
|
5
|
Senior
Assistant
|
851
|
326
|
1177
|
28
|
10
|
4
|
Assistant
|
190
|
65
|
255
|
25
|
11
|
3
|
Junior
Assistant
|
6
|
0
|
6
|
0
|
12
|
Driver
|
10
|
0
|
10
|
0
|
|
13
|
Peon
|
181
|
30
|
211
|
14
|
|
14
|
Security
Guard
|
37
|
0
|
37
|
0
|
|
15
|
Sweeper
|
38
|
26
|
64
|
41
|
|
Total
|
1832
|
546
|
2378
|
23
|
(Source:http://www.nepalbank.com.np/bankoverview/introduction.php)
Table No. 4: Contract - Based Staff
S.No.
|
Level
|
Post
|
Male
|
Female
|
Total
|
%
of Female
|
1
|
DW
|
45
|
34
|
79
|
43.04
|
|
2
|
Security
Guard
|
356
|
2
|
358
|
0.56
|
|
3
|
Other
(Contract)
|
36
|
12
|
48
|
25.00
|
|
Total
|
437
|
48
|
485
|
9.90
|
(Source:
http://www.nepalbank.com.np/bankoverview/introduction.php)
1.4
SWOT Analysis for Nepal Bank Limited
Strength
1. Nepal Bank Limited has vast
network system in the nation thus helping customer to transact through bank
from place to place.
2. Nepal Bank Limited is well
known for providing highly personalized service like ATM, ebanking, credit
card, safe deposit locker etc. It has also introduced a number of new product
and services.
3. Human resources of Nepal
Bank Limited are well trained and are dedicated toward its bank. It is
providing high remuneration and other benefit to its staff.
4.Nepal Bank Limited is
equipped with latest technology; computer does most of the banking services.
Thus the services of the bank are prompt and accurate.
Weakness
1.
The increase of the
branches increases the operation cost, administration expenses, salary etc.
2.
The political instability
is another weakness that the bank is suffering.
3.
Too much dependency in
computer is not considered to be reliable.
4.
Staffs are unwilling to
give even required information. They don’t want to cooperate with the ones who are not its
real customer.
Opportunity
1. Many people deposit their
funds in this bank due to its skill in attracting people by adapting and
attracting policies like interest rate, prompt services, ATM, credit card
services etc.
2.Staff can perform their
work more efficiently with the computers. The environment of the bank is sound
which enhance its better performance.
3.People get employment
opportunities since it has the highest number of branches in the country.
4.The policies of NRB rules
& regulation always give confidence to the banking sectors to uplift the
economy of the nation.
Threats
1. Competitors are increasing.
2.
The economic condition of
the country is very poor.
3.
Excess government pressure
may create irregular banking transaction, which leads to bad reputation of the
bank.
4.
The bank should be discouraged
to open account for the individuals or firm having bad name as well as illegal
names which effects to society. It may be threat, which can ruin the bank.
Chapter-II
Project Design and Study
2.1 Introduction to the study
Bachelor
in Business Administration program aims to prepare knowledgeable, skillful,
confident, and self-motivated professionals who will be able to perform
competitively in the organization of the modern age. Putting aside the
traditional and conventional methods of teaching- learning, BBA aims at
producing bachelor level graduates of international standards in management
education with applied and pragmatic philosophies of acquiring knowledge. So,
to acquire practical knowledge we were given to
write a report by the university in any topic.
A project
report is a record of any sort of project,
whether it is a school project,
business project, or research project.
Most commonly, project reports are written to record the beginning, middle and
end of specific project events, such as business initiatives or school
experiments. A project report can be written about almost any topic, in fields such
as management, science, marketing, education, or engineering. However, to
fulfill the standardized and formal requirements of teachers or executives,
professional project reports must have certain characteristics; these will
include specific sections of the project
report, which are usually as follows:
I. Introduction
II. Table of
contents
III. Main
Sections
IV. Conclusions
References
Details are the heart of soul of any effective project report; dates, times, facts, and figures must be used to build credibility. Whether a project report is written about a new housing development, or an ad campaign's rollout, it should be based on quantifiable information that is easy to understand. The best project reports will be written according to a formal template, and they will be completely honest reckonings of all of the good and bad things that transpired during the central event's timeline. From the Introduction to the Conclusion, the role of the project report is to provide a factual record of the event that may later be used to make decisions about planning similar events or initiatives in the future; this is one reason why a project report can be a valuable tool in the business world.
Details are the heart of soul of any effective project report; dates, times, facts, and figures must be used to build credibility. Whether a project report is written about a new housing development, or an ad campaign's rollout, it should be based on quantifiable information that is easy to understand. The best project reports will be written according to a formal template, and they will be completely honest reckonings of all of the good and bad things that transpired during the central event's timeline. From the Introduction to the Conclusion, the role of the project report is to provide a factual record of the event that may later be used to make decisions about planning similar events or initiatives in the future; this is one reason why a project report can be a valuable tool in the business world.
Selection
of an organization for writing report is no doubt a critical job and requires
much of effort from the side of student. With much analysis and understanding
of opportunities given to student to learn and grow within reporting period I
have chosen the oldest and most experienced bank which has been providing very
good learning atmosphere for student i.e. Nepal Bank Limited- the pioneer bank
of Nepal and the topic my study is "Customer service
and loan activities of Nepal Bank Limited-A situation analysis"
2.2 Statement of problem
Being
based on the background stated above, the present study has the following
problem:
I.
What is the present quality service level of NBL?
II.
How is the bank carrying out its loan activities?
2.3 Objective of study
This
study generally focuses on customer service activities and loan activities of
Nepal Bank Limited. However the specific objectives of this study are as
follows:
I.
To analyze whether the bank is providing quality service or not.
II.
To find out how the bank is carrying out its loan activities.
III. To build a theoretical knowledge on customer service, loan activities
and also to obtain knowledge about the institution?
2.4
Research Methodology
2.4.1 Research Design
As the
nature of the data required for the study will be both nature i.e. qualitative
as well as quantitative nature .So, the study has been designed both
qualitatively as well as quantitatively.
Similarly
as the objective of the study is to have theoretical knowledge on customer
service and loan activities. So mainly
the study has been designed descriptically, non parametrically and somehow
quantitatively.
2.4.2 Population and Sample
There
are at present about 31 commercial banks in Nepal. As this study is case study
centered on NBL. So, Nepal Bank Limited, Bazaar Adda is chosen for the study
among 118 branches all around Nepal. And no any population and sample is used.
And it is purely based on Nepal Bank Limited, Bazaar Adda Branch.
2.4.3 Sources of data
The
data required for the study are both primary and secondary data. Primary data
are obtained from primary sources and secondary data are obtained from
secondary sources.
· Primary data:-The data collected for the first time are
said to be Primary data. Such data provide accurate information. These types of
data are obtained from different departments of the bank.
o Direct personal observations and
questionnaire with the customer.
o Informal meeting with Bank’s member of NBL
Biratnagar, Bazaar adda Branch.
o
Informal interviews with the customer of Nepal Bank Limited.
· Secondary Data:-The primary data for one person can be the
secondary data for some others. So, data which are originally collected but
obtained from either published sources or unpublished sources are secondary
data. These data are obtained from books and internet.
o
Official websites of NBL and other different websites related to the
topic.
o
Books, annual progress report, official publication online and offline,
newspaper, brochures.
2.4.4 Data collection technique
The data
collection technique used for the study is through field visits which mean
visiting different department of the bank, through the use of internet, by
studying brochures of bank, newspaper, annual report etc.
2.4.5 Data analysis tool
Analysis
of the study is based on content and is analyzed descriptically and some how
statistically by making tables.
2.5 Limitation of the study
The
eight weeks period of research helped me to maximize my knowledge about the
banking procedure with some practical aspects. However there had been some
limitation as identified below:
1.
The time span for the study is short to conduct detailed study of
organization.
2.
Core information and some vital data were not shared due to privacy
issue.
3.
Huge amount of work load in the staff created obstacle for me to gain
knowledge from other staff.
4.
The study may not depict overall banking performance.
5.
The reliability of data depends upon the information provided by
concerned organization.
6.
Page limitation
Chapter-III
Data Analysis and
Interpretation
3.1 Presentation of data
This chapter is the main volume of the field work report.
This is a chapter under which collected data and information are presented and
analyzed with the help of tables and figures.
3.2 Services provided by
Nepal Bank Limited
This
subsection describes the various services provided by Nepal Bank Limited,
Bazaar adda branch. They can be mentioned as Customer services, loan activities
and so on. They are elaborated into following paragraph:
3.2.1 Customer Services
A) Deposit Services
i) Current Account
Nepal Bank's current account
saves you the hassle of carrying around cash every month. The account is
non-interest bearing and it comes with a cheque-book - you just need to write a
cheque whenever and wherever it's convenient
Statement of transaction
A six monthly statement will be sent so that you can
see your transaction movements. You can also request that the Bank provides you
with a statement every day, every week, every 15 days or every month.
Your Account and Cheque book
A current account can be opened with a minimum amount decided
by the specific branch. Deposit at your home branch. Once your account is
opened you will receive your cheque-book containing 10 personalized cheques. To
replace your cheque book once you run out of cheques just present the
replacement form at the back of your current cheque book at your home branch
and we will arrange a new one for you.
Account Opening
Personal
Account:
a. Personal
Identification (Citizenship Certificate and 2 Copies of Photograph)
b. Nominee
Declaration
·
Proprietorship Account:
a. Declaration
of sole proprietorship
b. Copy
of Registration Certificate
·
Partnership Account
a. Letter
of Partnership duly signed by all partners
b. Copy
of the Partnership Agreement
c. Certified
copy of Partnership Registration
·
Account of corporate
bodies, copy of:
a. Memorandum
and Article of Association of the Company
b. Resolution
of Board of Directors to open and operate an account
c. List
of directors duly signed by respective directors with home address and phone
numbers
d. Certificate
of commence of commencement of business
·
Accounts of clubs,
societies and associates (all documents to be duly certified by the charity):
a. List
of Office Bearers
b. Copy
of by-laws
c. Copy
of Resolution to pen and operate the account
d. Name
and signature of persons authorized to operate the account
e. Copy
of the registration certificate
ii) Saving Account
With Nepal Bank's saving account your interest is calculated
on daily balance and credited to your account quarterly. It is your passport to
other Nepal Bank's products and services designed to manage your daily life
easier and more convenient. Initial deposit depends upon nature of saving
account. Any balance below minimum amount will be liable to incidental charges
as fixed
by the bank from time to time.
Transaction account for thumb print
account
When you open your account you will get a passbook to keep
track of your savings and transactions. You have to update your passbook by our
bank staff
at our branch.
Types of saving account
·
Karmachari Sahuliyat Saving
Account:
a. Can
be operated on Zero Balance
b. 2%
interest on daily balance
c. Free
Services like: ATM, ABB, SMS, Internet Banking
d. Automatic
conversion to Karmachari Nibritabharan (Employee Retirement) Account once the
employee is retired from service.
e. Account
transfer facility if the employee is transfered to another location and no
account closing charge.
·
Karmachari Nibritabharan
(Employee Retirement) Saving Account:
a. Requirement
of Pension Passport to open account.
b. Can
be operated on Zero Balance.
c. 5%
interest on daily balance.
d. Cash
or Transfere facility to pension amount.
e. Free
Services like: ATM, ABBS, SMS, and Internet Banking.
f. Account
transfer facility.
·
NBL Bishes Bachat Khata:
a. Minimum
balance is 50,000 only.
b. 5%
interest on daily balance.
c. Free
Services like: ATM, ABBS, SMS, and Internet Banking.
·
Nepa Laxmi Bishes Bachat
Khata:
a. Minimum
balance is 100,000 only.
b. 7%
interest on daily balance.
c. Free
Services like: ATM, ABBS, SMS, and Internet Banking.
d. Insurance
facility up to 100,000.
Account Opening
Personal
Account:
a. Personal
Identification (Citizenship Certificate and 2 Copies of Photograph)
b. Nominee
Declaration
·
Proprietorship Account:
a. Declaration
of sole proprietorship
b. Copy
of Registration Certificate
·
Partnership Account
a. Letter
of Partnership duly signed by all partners
b. Copy
of the Partnership Agreement
c. Certified
copy of Partnership Registration
iii) Fixed Account
Features
·
Fixed Deposit can be opened
with a minimum balance of NRs.
·
Payable upon maturity
·
Penal interest is levied on
withdrawal of FD prior to maturity.
·
Interest is payable
Quarterly.
·
Tax is deducted at source
from the interest on saving deposit as per the Income Tax Act, 2058(2001).
·
Nomination facility is
available.
·
Strict confidentiality is
assured.
Tenure of FD
·
3 months
·
6 months
·
9 months
·
1 year
·
2 years
·
Above 2 years
Prevailing Interest Rate (Per Annum): 6 months
·
3 months
·
6 months
·
9 months
·
1 year
·
2 year
·
Above 2 year
Eligibility:
·
Individuals.
·
Minors.
·
Trusts.
·
Associations.
·
Clubs.
·
Societies.
Documents:
The copy of the following certified documents has to be submitted while opening
Personal Account:
The copy of the following certified documents has to be submitted while opening
Personal Account:
·
Identification Card in the
form of Citizenship
·
Certificate/Passport/Other
ID/PAN Card
Minors:
Guardianship to be verified with related documents
Nominees form:
·
Photograph of the nominee
·
Signature of the nominee
Clubs/Societies and Association:
·
Copy of Registration
Certificate
·
Copy of Bye-Laws
·
Copy of Resolution to Open
and Operate the account
·
List of members
Corporate body:
·
Certificate of
Incorporation
·
Memorandum and Article of
Association of the Company
·
Resolution of Board of
Directors to Open and Operate the account
·
Sample of Company Seal
·
Name of the Directors of
the Board
Partnership Account:
·
Certificate of Partnership
Registration
·
Copy of Partnership deed,
if any
Proprietorship Account:
·
Registration Certificate
·
Identification of
Proprietors
Other Services
A) NBL Web Remit
NBL Remit - an online/internet based Remittance Service for
the purpose of facilitating to transfer the earnings of Nepalese and Nepalese
Expatriates in foreign countries with the help of available NBL agents. Along
with inward remittance from foreign countries, NBL-remit is powered by domestic
money transfer facility through all of the bank's branches throughout the
country with very minimal charge.
NBL Remit service is based on online data transfer system and it is instant enough, efficient and very much secure. For the authentication purpose, SECRET KEY is generated on the system, which is required by the customer while being paid. Remittance facility is available both for instant cash payment and credit to the beneficiary personal account. Now the account transfer facility can be availed within branches.NBL Remit Service is also operated by agents of Nepal Bank who exist in different locations of National and International Topography. At this time, NBL has started this service from Arabian and Parsian Gulf mainly from QATAR where NBL has an established drawing arrangement with two major exchange houses, which are:
NBL Remit service is based on online data transfer system and it is instant enough, efficient and very much secure. For the authentication purpose, SECRET KEY is generated on the system, which is required by the customer while being paid. Remittance facility is available both for instant cash payment and credit to the beneficiary personal account. Now the account transfer facility can be availed within branches.NBL Remit Service is also operated by agents of Nepal Bank who exist in different locations of National and International Topography. At this time, NBL has started this service from Arabian and Parsian Gulf mainly from QATAR where NBL has an established drawing arrangement with two major exchange houses, which are:
·
Eastern Exchange Est. Doha,
Qatar
·
Arabian Exchange Co. W.L.L.
Procedures
To send money
To send money
·
Go to the nearest NBL
remitting agent.
·
Ask for 'Send Request Form'
·
Fill the personal
information and the beneficiary information as requested.
·
In case of account transfer
please state the name of bank, its branch and the account number of beneficiary
in the specified location. The account details must be accurate else the fund
shall be pending.
·
Fill the amount for
remittance.
·
If cash transfer you are
provided the secrete key else not.
·
Convey the secrete key to
the beneficiary securely and guide him/her to receive the remitted amount from
specific branch/agent of NBl remit product.
To receive money?
·
In case of account transfer
the beneficiary need not to contact the branch of NBL. As the remitted amount
is deposited into the beneficiary account in the requested branch, the
beneficiary can directly check the status of the amount by enquiring at the
branch.
·
In case of cash transfer,
the beneficiary has to visit the specified branch.
·
He/She has to ask for
Receive Request Form.
·
He/She has to fill the
information as required.
·
He/She has to fill the
secrete key which has been conveyed by the remitter.
·
Give the filled form to the
NBL agent.
·
The agent shall process the
information and verify the transaction.
·
If the transaction is
valid, the beneficiary shall be paid the remitted amount.
Contact Address
S.N
|
Name
|
Address
|
City
|
Phone
|
Email
|
1
|
Alfardan Exchange Co
|
P O Box 498
|
Abu Dabhi, UAE
|
0097126223222
|
|
2
|
Eastern Exchange Establishment
|
P O Box 454
|
Doha, Qatar
|
009744412655
|
|
3
|
Arabian Exchange Co
|
P O BOX 3535
|
Doha, Qatar
|
009744438200
|
(Source: http://www.nepalbank.com.np/remittance.php)
B) NBL Remittance Products
Remittance Product of Nepal Bank
Limited
The oldest, biggest and most trusted bank in Nepal, Nepal
Bank Limited has largest network of branches in the country and very big
network of correspondent and agency relationship all over the world. The
business of remittance fund transfer into Nepal, from Nepal and within Nepal
through this bank is most reliable, timely at the minimum of charges.
A) Inward Remittance (receiving of money in Nepal)
- SWIFT: Through this system the
remitter anywhere in the world can remit or transfer the fund in Nepal
very easily, securely and quickly. The remitter can transfer the money in
Nepal through Nepal Bank Limited just by mentioning this bank's SWIFT
identity, that is, NEBLNPKA and beneficiary details. The widest network of
branches of this bank can take care of your need very efficiently and at
the minimum of cost
- TT
and Mail transfer: we have arrangement made with major banks in
financial centers as well as with banks in neighboring counties to receive
funds through tested telegraphically transferred funds. We also honor the
mail transfer from major banks.
- Drafts: We have system of
honoring drafts drawn on us by many banks denominated in major currencies
such as USD, Euro, GBP.
- Remittance
from Gulf Countries: We have maintained special relationship with
banks, financial institution and exchange houses in Gulf countries where
majority of Nepali workers are working so that their hard earned money can
be received by family members in Nepal.
- Western
Union Money Transfer Service: Due to the arrangement made by our bank with this
fund transferring institution through Hulas Remittance, the beneficiary in
Nepal can receive money very quickly and the beneficiary does not need any
account to receive the fund.
- Remittance
from India: We
have arrangement made with many banks in India by which remitter in India
can remit the fund through SWIFT, TT, Mail Transfer, Drafts etc.
All remittance into Nepal through Nepal Bank Limited is
quick, dependable and cheap because the beneficiary anywhere in the Nepal can
receive the money without needing services of other banks because Nepal Bank
Ltd has largest network of branches in Nepal in important places.
B) Outward Remittance:
1.
SWIFT: Through
this System we can cater the need of customer to remit the fund anywhere in the
world, denominated in major currencies.
2.
Draft: We
have draft drawing arrangement made with our correspondent banks in many
countries of the world where Nepalese individual and institution need to
transfer fund due to any reason.
3.
TT and Mail Transfer: Because
of our international banking relationship we can handle the outward remittance
business though this method.
4.
Remittance to India: We
can cater the need of business community and individuals to transfer the fund
denominated in Indian Rupee In India very efficiently and at the minimum of
commission compared to any bank in the Nepal.
Facilities
We offer you good remittance facilities to send money to Nepal for your loved ones. Depending on your location and the speed with which you want the money transferred you can take our service. You can do Telegraphic Transfer for remittance of money through our correspondent Banks.
We offer you good remittance facilities to send money to Nepal for your loved ones. Depending on your location and the speed with which you want the money transferred you can take our service. You can do Telegraphic Transfer for remittance of money through our correspondent Banks.
Now, we offer you very fast
and reliable money transfer facilities through SWIFT.
Table
No.6: Essential details for SWIFT remittance to Nepal (from any country / bank)
Nepal
Bank's SWIFT Code for remittance to Nepal
|
NEBLNPKA
|
Account
with Institutions:
|
Please
give full detail of Bank, Branch and its complete postal address, where the
beneficiary is maintaining account
|
Beneficiary
Customer
|
Please
give account number, name, address and phone / fax number (if available) of
the beneficiary
|
(Source:
http://www.nepalbank.com.np/remittance2.php)
C) Safe Deposit Vaults
"The
Best Protection For your most Important Valuables"
Your
valuables are safely stored in another location other than your home or
business...the SAFEST PROTECTION from fire and theft. Nepal Bank Limited offer
you safe deposit vault to store items that would cause you to say "if I
lose this, I'm in deep trouble." This means important papers like
insurance policies, family records such as birth certificates, deeds, titles,
mortgages, leases, contracts, bonds, certificates of deposit.
Other
items include jewels, medals, rare stamps and negatives for important photos in
case of fire or theft.
Table No.7: Safe Deposit Vault Rates
Type
|
High
|
Wide
|
Deep
|
Rent (Per
Year)
|
A
|
115
m.m
|
150
m.m
|
517
m.m
|
1800/-
|
B
|
148
m.m
|
184
m.m
|
517
m.m
|
2100/-
|
C
|
115
m.m
|
330
m.m
|
517
m.m
|
2400/-
|
D
|
178
m.m
|
238
m.m
|
517
m.m
|
2800/-
|
E
|
145
m.m
|
401
m.m
|
517
m.m
|
2800/-
|
F
|
266
m.m
|
330
m.m
|
517
m.m
|
4000/-
|
G
|
178
m.m
|
506
m.m
|
517
m.m
|
4500/-
|
H
|
314
m.m
|
401
m.m
|
517
m.m
|
5400/-
|
I
|
394
m.m
|
506
m.m
|
517
m.m
|
6200/-
|
(Source:
http://www.nepalbank.com.np/deposit.php)
Branches with Locker Facility
·
Bhadrapur
D) SMS Banking services
Nepal
Bank Limited presents SMS (Short Message Service) Banking service to it's
valuable Customers.
We are
providing the service from our branches (selected). In SMS Banking service, you
can get your Account information easily by sending SMS to 1994. NBL SMS banking
service having the following feature
- Secure
transaction with PIN code
- Instant
Balance Information
- Last
three transactions with current Balance
- PIN
code changing facility
- Latest
Exchange rate of Foreign currency
- Account
Stop Facility
- Cheque
Book print request
- Account
statement print request
NBL SMS banking service also
provides the extra services to it's valuable customer's such as New Product
information of bank, Loan alert messages and cash withdrawal notification on
customer's request. To get the SMS banking facility , please contact your
nearest Branch of NBL for details.
E) ANY BRANCH BANKING SERVICES
(ABBS)
Nepal
bank is proud to announce that all together 118 branches are enabled for ABB
service. This service is free of
charge to our valuable customer. In
this banking service, our customer having account with NBL can access their
account from any online NBL'S branch. However
the service is provided in two ways: Normal ABB service and special ABB service.
Normal
ABB Service allows our customer to deposit, withdraw and remit money from the
branches which are online. Where as special ABB Service allows withdrawl
facilityfor deposit in such accounts requires processing through remit.
Extra Features of NBL Normal ABBS
·
ABB
service is available even in evening counter and extended banking. This
facility enables the customers to withdraw and deposit in their account of
closed branch from the branch having evening counter and extended banking
facility.
·
ABB
service is also available in government accounts.
·
Service
is available around the country.
·
Limitless
cash transfer
F)
E-BANKING
General Information
Now NBL is just a click
away. Wherever you go, you can access your account in Nepal Bank Limited on
your desktop. We are very happy to announce NBL Internet Banking with wide
coverage of services in order to facilitate our valuable customers. Balance
check, cheque stop, cheque issue, statement print etc our some of the
facilities under this service.
Procedures to create NBL
Internet Banking Account:
• Download NBL Internet Form:
• Fill up the form completely
• Submit the form into your account holding NBL branch.
When we receive the form,
your account will be created and Internet Banking User ID and Password will be
mailed to the provided E-mail address with appropriate guidelines.
Nepal Bank has introduced
its ever waited NBL Debit Card by joining the hands with Smart Choice
Technologies (SCT), the first company in Nepal to provide networked ATMs.
NBL Debit Card of Nepal Bank
allows its customers to access a vast network of ATMs located in various points
in Kathmandu and other major cities within Nepal displaying the SCT logo on it.
NBL Debit Card is also
accepted in INDIA via ATM's of Punjab National Bank.
The NBL Debit Card allows
the cardholder to withdraw cash, inquire account balances and to pay for
purchases through POS transactions.
NBL ATM outlets support
cards from the banks associated with SCT as well as Visa and Master Cards.
@ Minimum Balance Rs 40,000 Lending Rates
(Source:http://www.nepalbank.com.np/interest/index.php)
|
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3.2.2 Loan activities of Nepal Bank Limited
Consumer Loans
A) NBL Personal Loans
·
Provided to fulfill the
personal needs of an individual
·
Provided against the land
and building
Types
·
Personal Term Loan
·
Personal Overdraft Loan
.Eligibility:
·
Borrower must have
regular and stable source of income
·
Borrower must be Nepalese
citizen
· The collateral must be
accessible by at least eight feet wide road
·
Borrower must have
experience of at least 3 years
·
Borrower must be 21 years
of age and should not exceed 60 at the time of maturity of loan.
·
The retirement age must
be more than the tenure of the loan.
Table No. 9: Parameters for personal loan
(Source: http://www.nepalbank.com.np/loan/personal.php)
Processing
fee
1%
of the financed amount at the time of submission of loan application. The fee
shall be refunded if the loan is not approved.
|
||||||||||||||||||||||||
Table
No.10: Documents for personal loan
Documents
|
Salaried
|
Self
employed
|
Identification
documents
|
||
2
Passport size photo of applicant and one passport size photo of guarantor
|
Required
|
Required
|
Photocopy
of citizenship certificate of applicant and guarantor
|
Required
|
Required
|
Photocopy
of Tax/PAN/VAT certificate and registration certificate
|
Not
required
|
Required
|
Proof
of Income related documents
|
||
Original
Salary Certificate not more than 10 days old
|
Required
|
Not
required
|
Photocopy
of contract agreement between applicant and his/her employer
|
Required
|
Required
|
Photocopy
of Rent Contract, if any
|
Required
|
Required
|
Original/photocopy
of Bank Statement (Past 6 months)
|
Optional
|
Optional
|
Photocopy
of audited/management prepared financial statements for past 3 years
|
Not
required
|
Required
|
Land
and/or building related documents
|
||
Original
letter stating coparcener from local
authority (Ward)
|
Required
|
Required
|
Original
Blue Print of the land
|
Required
|
Required
|
Original
copy of restraint letter from Land
Revenue Office
|
Required
|
Required
|
Original
construction completion certificate from Municipality/VDC in case of
purchasing already built house
|
Required
|
Required
|
Original/photocopy
of detailed break down of cost estimation from the applicant’s consultant
|
Required
|
Required
|
Original
land ownership certificate
|
Required
|
Required
|
Original
latest land revenue receipt
|
Required
|
Required
|
Photocopy
of blue print of building approved from Municipality/VDC
|
Required
|
Required
|
Photocopy
of land Transfer Deed
|
Required
|
Required
|
Original
four Boundary Disclosure from ward
office/municipality
|
Required
|
Required
|
Legal/Other
documents
|
||
Debit
authority note
|
Required
|
Required
|
Photocopy
of Memorandum and Articles of Association/partnership deed
|
Not
required
|
Optional
|
Credit
information of borrowers and guarantors from CIC and branch
|
Required
|
Required
|
Cash
deposit voucher of processing fee
|
Required
|
Required
|
Current
account of the borrower
|
Required
|
Required
|
Credit
Facility letter accepted by the borrower
|
Required
|
Required
|
Promissory
Note
|
Required
|
Required
|
Original
copy of loan deed
|
Required
|
Required
|
Insurance
of the building
|
Required
|
Required
|
Original
copy of mortgage deed
|
Required
|
Required
|
(Source: http://www.nepalbank.com.np/loan/personal.php)
B) NBL Auto Loans
This loan is provided for:
·
Purchase of new vehicles
·
Purchase of old / used
vehicles (For Private use only)
Eligibility:
The criterion for taking auto-loans is as follows.
The criterion for taking auto-loans is as follows.
·
The loan is provided to
Nepalese Citizens only.
·
This loan shall be provided
other than insider.
·
The loan is provided to any
salaried and self-employed individuals and companies having regular and stable
source of income.
·
The company / firm should
be registered to the government authority.
·
All borrowers and
guarantors should not be enlisted in “Black List” of NRB.
·
In case of individuals, the
borrower must be at least 21years and should not exceed 60 years at the time of
maturity. The retirement age must be more than the tenure of the loan.
·
3 years work experience is
needed for salaried individuals.
·
The company / firm should
be in operation since last three years.
·
The person taking loan for
the company / firm is to be authorized by the company / firm as appropriate.
Table
No.11: Parameters for Auto loan
Maximum
Loan Amount
|
Rs.
25,00,000
|
||
Minimum
Loan Amount
|
Rs.
2,00,000
|
||
Loan
portion
|
Private
(Personal Use)
|
Private
(Business Use)
|
Private
(Used)
|
Up
to 80% of quotation price
|
Up
to 80% of quotation price
|
Up
to 70% of valuation price
|
|
Tenure
|
Minimum
2 Years - Maximum 7 Years
|
||
(Source
http://www.nepalbank.com.np/loan/autoloan.php)
Processing Fee:
1%
of the financed amount shall be charged upfront at the time of submission of
loan application with necessary documents. The fee shall be refunded if the
loan is not approved.
Prepayment Fee:
2%
prepayment charge on the prepaid amount if prepayment is made within 1/3 of
loan period. However, no prepayment fee will be charged if paid after maturity
of 1/3 of the loan period.
Table
No. 12: Documents for Auto loan
Documents
required:
|
|||
Y
= Required; N = Not Required; O = Optional
|
|||
Documents
|
Self
Employed
|
Salaried
|
Company/Firm
|
Identification
|
|||
2
Passport size photo of applicant
|
Y
|
Y
|
Y
|
Photocopy
of Citizenship Certificate/ Passport (Applicant & guarantor)
|
Y
|
Y
|
Y
|
Photocopy
of valid Driving License
|
O
|
O
|
O
|
Photocopy
of Registration Certificate
|
N
|
N
|
Y
|
Photocopy
of Operating Approval
|
O
|
O
|
O
|
Photocopy
of Tax/PAN/VAT certificate
|
N
|
N
|
Y
|
Proof
of Income
|
|||
Original
Salary Certificate not more than 10 days old
|
N
|
Y
|
N
|
Photocopy
of Contract agreement
|
N
|
O
|
O
|
Photocopy
of Rent Contract
|
Y
|
Y
|
N
|
Original
Bank Statement (Past 3 months)
|
O
|
O
|
O
|
Photocopy
of Financial Statements (Past 3 years)
|
Y
|
N
|
Y
|
Others
|
|||
Original
Quotation of vehicle and from the body builder if body needs to be built up.
Fax copy of quotation mentioning applicant’s name received from dealer is
also acceptable.
|
Y
|
Y
|
Y
|
Photocopy
of Land ownership certificate
|
Y
|
Y
|
N
|
Photocopy
of Memorandum and Articles of Association
|
O
|
N
|
Y
|
For
used vehicles only
|
|||
Original
Invoice of Used car showroom / certified copy
|
Y
|
Y
|
Y
|
Valuation
report of vehicles from valuators
|
Y
|
Y
|
Y
|
(Source
http://www.nepalbank.com.np/loan/autoloan.php)
C) NBL Home Loans
This
loan is provided for
·
Purchase a plot of
Land/Building.
·
Construction, renovation,
modification, extension of existing building,
|
Eligibility:
The criterion for taking home-loans is as follows.
The criterion for taking home-loans is as follows.
·
The loan is provided to any
individuals who have regular and stable source of income. This loan can be
given to any salaried and self-employed individuals.
·
The loan will be provided
to Nepalese Citizens only.
·
Any house/land, which does
not lie in municipal area, will not be financed. However, urban VDC can also be
considered with proper justificantion.
·
The land and/or house to be
constructed / purchased / renovated / extended / modified should have motorable
road (8 feet wide in minimum) access. Such road should be clearly seen in the
blue print or be verified by concerned authority (for e.g. ward office).
·
All borrowers and guarantor
should not be enlisted in “Black List” of Nepal Rastra Bank.
·
3 years work experience is
needed for salaried and self-employed individuals.
·
In case of business income,
financial statement of the company should be audited.
·
The borrower must be at
least 21years and should not exceed 60 years at the time of maturity. The retirement
age must be more than the tenure of the loan.
Table
No.13: Parameters for Home loan
Maximum
Loan Amount
|
Rs.
50,00,000
|
||
Purchase
of Land / Building
|
Renovation,
modification, extension of Building
|
Construction
of building on already owned/Purchased land
|
|
Minimum
Loan Amount
|
Rs.
4,00,000
|
Rs.
2,00,000
|
Rs.
4,00,000
|
Loan
portion
|
Up
to 60% of Transfer deed (Rajinama) price or value estimated by valuator
approved by the bank whichever is lower For land: Up to 60% of
transfer deed (Rajinama) price or value estimated by valuator approved by the
bank whichever is lower.
|
Up
to 70% of cost of construction estimated by valuator approved by the bank
|
Up
to 70% of cost of construction estimated by valuator approved by the bank
|
Tenure
|
Minimum
2 years - Maximum 20 years
|
||
Processing Fee:
1% of the financed amount shall be charged upfront at the time of
submission of loan application with necessary documents. The fee shall be
refunded if the loan is not approved.
Prepayment Fee:
2% prepayment charge on the prepaid amount if prepayment is made within
1/3 of loan period. However, no prepayment fee will be charged if paid after
maturity of 1/3 of the loan period.
Table.No14: Documents for Home loan
Documents
required:
|
||
Y
= Required; N = Not Required; O = Optional
|
||
Documents
|
Self
Employed
|
Salaried
|
Identification
|
||
2
Passport size photo of applicant / co-applicant
|
Y
|
Y
|
Photocopy
of Citizenship Certificate / Passport (Applicant & guarantor)
|
Y
|
Y
|
Photocopy
of Tax/PAN/VAT certificate along with registration certificate
|
O
|
O
|
Proof
of Income
|
||
Original
Salary Certificate
|
N
|
Y
|
Photocopy
of Tax/PAN/VAT certificate
|
N
|
N
|
Proof
of Income
|
||
Original
Salary Certificate not more than 10 days old
|
N
|
Y
|
Photocopy
of Contract agreement
|
N
|
O
|
Photocopy
of Rent Contract
|
O
|
O
|
Original
Bank Statement (Past 3 months)
|
O
|
O
|
Photocopy
of Financial Statements (Past 3 years)
|
Y
|
N
|
Others
|
||
Original
Quotation of vehicle and from the body builder if body needs to be built up.
Fax copy of quotation mentioning applicant’s name received from dealer is
also acceptable.
|
Y
|
Y
|
Photocopy
of Pension book/ ID stating name of the pensioner, amount and validity period
|
||
Photocopy
of Contract agreement between applicant and his/her employer
|
N
|
O
|
Photocopy
of Rent Contract if any
|
Y
|
Y
|
Original
Bank Statement (Past 6 months)
|
Y
|
Y
|
Photocopy
of Audited Financial Statements (Past 3 years)
|
N
|
N
|
Others
|
||
Original
letter stating coheir of seller from
local authority
|
Y
|
Y
|
Original
quotation of housing company
|
Y
|
Y
|
Photocopy
of Blue Print of the land
|
Y
|
Y
|
Photocopy
of Certificate of construction from Municipality/VDC in case of purchasing
already built house
|
Y
|
Y
|
Original
Private Sale Agreement in case of Private Sales
|
Y
|
Y
|
Photocopy
of Memorandum and Articles of Association
|
Y
|
N
|
Photocopy
of Detailed break down of cost estimation from the applicant’s
consultant
|
Y
|
Y
|
Photocopy
of Land ownership certificate
|
Y
|
Y
|
Photocopy
of Latest land revenue receipt
|
Y
|
Y
|
Photocopy
of Blue Print of building approved from Municipality/VDC
|
Y
|
Y
|
Photocopy
of Land Transfer Deed
|
Y
|
Y
|
Original
Four Boundary Disclosure
|
Y
|
Y
|
Approval
letter of municipality for construction of house
|
Y
|
Y
|
Approval
letter of municipality for extension and renovation/modification (if needed)
of house
|
Y
|
Y
|
3.3
Analysis and Interpretation
The purpose of the data analysis
and interpretation phase is to transform the data collected into credible
evidence about the development of the intervention and its performance.
Customer
Service department is a primary level department that generally deals with
customers directly and regularly. This department is basically directed towards
providing the surface level assistance to the customers i.e., to provide
general information about banking system, product and services provided by the
bank. The department is responsible for providing the basic materials like
deposit vouchers, cheque book, bank statement, balance certificate, cards.
Customer
Service Department is the face of bank. Customer Service Department is the
place where customer initially interacts with the bank. Customer service
expands client focus to include everything that happens within and around the
bank, from the way staff greet clients, to the atmosphere in the waiting room,
to the matter in which clients complains are handled.
The
very first thing that the people seek in the organization is the prompt service
and the person at the customer service desk properly handles them. The people
at the customer service desk must be ready to sort out every problem at any
moment. The customer service division can answer questions, resolve problems,
and help you establish new accounts and services, and providing information on
products, forms, and publications
The
increasing competition in the banking sectors demands more service
proliferation, which would satisfy the demand of the customers. Banks and other
financial institution are introducing more and more innovative services such as
ATM, debit card, internet banking, locker services and various other services
for their customers to serve them more efficiently and effectively. Customers
seek in organization the prompt service and the person at the customer service desk
properly handled them. The people at the customer service desk must be ready to
sort out every problem at any moment. A customer is the most important visitor
on the business premises and customer is given help in the field of
1.
Account Opening
2.
Statement Printing
3.
Scanning and Photocopy Of Documents
4.
Handling Queries.
5.
ATM Card Issue
6.
Cheque Book Issue
7.
Allotment of Account Number
8.
Complain Handling
9.
Phone Communication Handling
10.
Signature Change
11.
Receiving the Visitors
12.
Updating the Records
13.
Dealing with different customer problems
14.
Instructing to fill up form for different reasons
15. Filing the Document
16. ABBS
17. SMS banking
I)
Account opening
Any
interested customer who wish to open an account in ABC Bank is inquired about
the type of account he/she wants open, then customer is provided with account
opening form and are requested to fill up account opening form and attached all
required documents. After the form is filled up by customer, CUSTOMER SERVICE
DEPARTMENT staff verifies the form and pass on to the CUSTOMER SERVICE
DEPARTMENT head for final verification. After the approval from CUSTOMER
SERVICE DEPARTMENT head, CUSTOMER SERVICE DEPARTMENT staff opens an account in
bank on the name of respective customer. Then the customer is provided with an
account number and requested to deposit at least minimum amount according to
their account type.
During
account opening time customer is also asked whether they need other services
offered by bank like the ATM Card service, internet banking service, SMS
banking service etc and if customer are interested to get those service then
customers are asked to fill up respective forms to get those service.
ii) Statement
printing
Any
customer who wants to have bank account statement print is requested to fill up
bank account statement request form and submit then Customer Service Department
staff verify account number, account name, identifies account holder, account
holder’s signature and then provides respective bank account statement print to
respective customer.
If
the account type is Company account then company’s stamp is necessary along
with account holder signature for bank account statement print.
iii)
Scanning and photocopy of documents
Various
documents like specimen signature cards, photographs, citizenship, passports
etc should be properly scanned and photocopy and entered into bank system so
that it could be accessed easily when it is needed.
iv)
Handling customer queries
As
we come across with different individuals, they certainly have different
queries related to bank services, schemes and its products. Different queries
of different customers should be handling in a very effective way so that
customer gets satisfactory solution of their queries. While dealing with
customers first we need to listen to the customer patiently and understand
their queries or problems only after that we should provide the appropriate
information or the solution as per customer’s need in very polite manner. If we
do not have the appropriate information about the customer’s queries then we
should ask to other staff and provide appropriate information to customer as
quickly as possible. And queries are listened accordingly in the Nepal Bank
Limited.
v)
ATM Card issue
While
opening a bank account, customer is inquired about the need of ATM Card. Once
the form is filled up Customer Service Department staff will verify it and send
it for the further processing. Customer is requested to come and collect their
ATM card in two weeks.
After
after two weeks bank receives the ATM card of the respective customer. When the
customer comes to collect the ATM card, Customer Service Department staff
verifies the signature of the customer and issue the ATM card to the respective
customer along with ATM Pin number.
Only
the account holder can collect the ATM card , if incase account holder is
unable to come to collect card then application specifying the person to whom
bank can provide card along with account holder signature should be provided to
bank and person who comes to collect card should show their identity.
vi)
Cheque book issue
When
account holder used the entire cheque leaves bank issue cheque book to the
customer. When customer fill up the cheque requisition slip that is attached
along with cheque book. Customer cheque requisition slip submitted by the
customer should be filled properly date wise and preserved in the department.
Cheque books are usually made in a day and are arranged in a chronological
order. Cheques can be issued to anyone other than the account holder but with
the valid authority proof from the account holder.
vii)
Allotment of Account Number
This
department will maintain separate register for keeping record of account number
already opened for each type of accounts i.e. for current account, savings,
foreign currency account. For new account they allot account number by
verifying the details of the customers in the system by two staff.
viii)
Complain Handling
Most
of the account related complains or any other problems regarding banking
products and services should be handled by customer service department. This
department is responsible for providing
efficient information to the account holder and handles their questions
appropriately. Complains should be seriously taken and handled carefully in
order to avoid such mistake in the future.
ix)
Phone Communication Handling
The
department is responsible for handling phone calls coming from outside. They
are responsible to answer questions of the customers and provide account
related information via telephone.
x)
Signature Change
If
any customer is willing to change his/ her signature for any genuine reason, a
form called” Specimen Signature Card” is given to fill it. Customer is also
required to submit the photo along with the documents such as Identity
card/passport/ license for the authentication. Customer Service Department
staff will verify the form along with the documents. Then Specimen Signature
Card will be scanned and entered into the bank system. Hence the customer can
use his new signature for any banking purpose.
xi)
Receiving the Visitors
The
primary role of the Customer Service Department is receiving the visitors by
the staff at the most frontier location of the office. He /She bear the
responsibility of receiving the client soothingly and impressively. The
visitors are there for several purposes such as meeting a particular person,
opening new account, closing the existing account, making inquiries relating to
debit card, ABBS system etc. These all are dealt by the staff sincerely with
all the respect and modesty. Customer Service Department personnel need to be
calm and should posses good communication skill to motivate the customer to use
the service provided by the bank. Customer Service Department personnel should
not be rude because as far as customer is concerned if the personnel are rude,
the bank itself is rude.
xii)
Updating the Records
The
Customer Service Department personnel needs to update the records if any change
has occurred to the customer’s previously submitted information as soon as new
information is provided to the Customer Service Department. There are various
possibilities of changes they are discussed below:
A)
Change in Address
If
a change in client’s address takes place and such changes are notified to the
bank for the necessary updates of bank records, the designated staff of
Customer Service Department updates the record as per procedure mentioned here
Pre-requisites
·
Valid signature of account
holder on the request letter.
·
A return request from the
client.
Checking
and Processing
·
Verify signature on the
letter.
·
Ensure whether the phone
number is changed.
·
Enter new address in the
computer system.
·
Send acknowledgement letter
of client's new address.
·
Designated staff checks”
maintenance history” from client system of fiancé plus to ensure that the new
address is correctly entered.
·
Keep clients request letter
as well as acknowledgement letter sent by the bank.
B) Change
in Signature:
In
the following circumstances, change in signature is asked by the client.
·
Change in writing habit
·
Change in ownership.
·
Change in authorized
person/office bearer etc.
For
uninterrupted operation of accounts such changes are notified to the bank in
writing for necessary updating of banks record and change of specimen signature
cards. On receipts of such messages, the designated staff of CUSTOMER SERVICE
DEPARTMENT updates the records as procedure maintained.
xiii)
Dealing with Different Customer Problems
Various
problems are faced by the customers while using the services of the bank.
Customers bring their problem to the Customer Service Department first.
Especially problems related to ATM machine were encountered frequently during
my stay in that department. Sometimes the debit card would get stuck inside the
machine such card is taken out from the ATM and kept in Customer Service Department.
The customers can collect such cards from the CS desk. If money couldn’t be
withdrawn from the ATM then the customers come to Customer Service Department
and the staffs there guide the customer to pus machine. This machine is
frequently used in the branches where the bank does not have an ATM.
The
debit cards are swipe on the pus machine and the amount demanded by the
customer comes out in a slip. There will be two copies of a slip naming
“merchant” and “customer”. The merchant copy is signed by the customers and
then submitted to the teller. The teller verifies the signature and recompenses
the amount referred in the slip. The customer copy is given to the customer for
the reassurance of the amount taken out from the card.
xiv)
Instructing to Fill up Forms for Different Reasons
There
are many other works to be done in the bank by Customer Service Department.
Some new people come to the bank for cash deposit. They are well drilled to
fill up the voucher consequently. Similarly, some people approach there if
their account is dormant. The account becomes dormant if no transaction is made
for the period of six month. For these types of customers Customer Service
Department provides form and instruct them to fill up for activating their
account. As such in case of lose of debit card, people come there and they are
again privileged by a form in order to get a new card. This all is executed by
Customer Service Department with no negligence.
xv)
Filing and Documentation
Filing
and documentation are very important task that the Customer Service Department
staffs do. The entire paper work has to be done simultaneously to the computer
work. There are different files for filing different documents. The account
holders’ form, their signature cards, and their request slip all are filed in
separate files. The void cheques are also filed. The request for debit card
issuance is mailed to the card center daily. Such request is printed out and
filed in a separate file. Similarly the account statement issued and cheque issued
are printed and filed. The authorized letter received by the Customer Service
Department is also filed.
Similarly
I have also conducted questionnaire with the Customer about the quality service
and according to the Annexure.
From
Section I: Out of the 5 customer 3 said visiting bank 1-2 month and 2 said
visiting bank 3-5 month and none said above that.
From
Section II: Out of the 5 customer 3 said whole of the services good and 2 said
average quality service
From
Section III: Out of the 5 customer 4 said the staff polite, helpful, caring and
mannered and 1 said rude, incompetent.
So,
with this brief explanation of Nepal bank limited there is the very much good
Customer Services given to the customer and customer are also very much happy
with the services of Nepal bank limited.
LOAN
DEPARTMENT ANALYSIS AND INTERPRETATION
Nepal
Bank Nepal Limited has a mission to deliver a good service to everyone. In this scenario, corporate entities
cannot be an exception. Hence, Nepal bank limited Lending is solely targeted to
meet the requirements of corporate entities of Nepalese market.
Corporate
lending includes both funded and non-funded facilities as per the requirement
of corporate entities. Some of the products offered are Overdraft, Demand Loan,
Term Loan, and Project Finance and so on. The credit facilities exceeding NPR
millions falls under corporate lending. But there are other loan facilities
also such as margin loan, house loan, auto loan etc..
Target: Any
success driven entrepreneurs who add value to economic growth.
Sectors: Manufacturing
units, construction companies/contractors, tourism and travel trade,
Handicrafts, traders, wholesaler, retailers, importers/exporters, logistics,
education, health, manpower etc.
Features
of credit Department:
·
Personalized Service
·
Competitive interest rates
·
Ten days to cash (TDTC*)
after submission of complete required documents
·
Experience complete banking
(we will offer entire range of products/services to the SMEs including lending
products, deposit products and other ancillary products such as cards, lockers,
transactional banking, internet banking, ABBS, etc.)
·
Initiate and participate in
active awareness programs, workshops, seminars for the benefit of our SME
communities.
·
Micro
Lending to micro entrepreneurs in groups or individual basis
·
Loan
for community hospital under following conditions
·
CIC
Program: CIC is a program to find the detail
information of the customer while lending loan from bank. Sometimes customer
want to hide their detail information regarding loan from others bank while
taking loan from one bank. At that time bankers will not be able to know their
customer and cannot get sufficient knowledge about them. But nowadays banks use
CIC program to search detail information about loan takers. In this program name,
address, citizenship number, name of father or grandfather is entered in the
system and system provides detail information about that customer if there is
any information available. Information on loan taken from different banks,
black marketing list etc. should be obtained from that program. In credit
department I used this program to find detail information on customer.
So,
with this brief explanation of Nepal bank limited there is the very much good
loan services given to the customer and customer are also very much happy with
the competitive loan rate and services of Nepal bank limited.
Comparison
of Audited Financial Data of Nepal Bank Limited of Last Four Year
Rs in Million
Year
|
Deposits
|
loans
and advances (gross)
|
Investments
(gross)
|
Interest
Income
|
Interest
Expenses
|
Operating
Profit
|
Net
Profit
|
NPA
%
|
2066/67
|
42,882
|
25,052
|
5,866
|
3,068
|
910
|
-622
|
249
|
5.37
|
2067/68
|
46,808
|
26,706
|
7,667
|
3,741
|
1,482
|
-56
|
128
|
5.75
|
2068/69
|
56,052
|
29,699
|
8,473
|
4,051
|
2,197
|
-210
|
176
|
5.58
|
2069/70
|
62,984
|
37,582
|
11,058
|
4,740
|
2,214
|
104
|
755
|
5.24
|
Similarly,
I would also like explain the trend of deposit and loan activities
descriptically. Deposit is in the increasing trend from 2066/67(42,882
million), 2067/68(46,808 million), 2068/69(56,052 million) to 2069/70(62984
million).So from the data we can conclude a very good deposit service to the
customer so that customer are very happy to deposit in the NBL.
Similarly,
loan advances is also increasing with the similar trend from 25052 in 2066/67,
46808 in 2067/68, 56052 in 2068/69 and 62,984 on 2069/70. So loan activities if
Nepal Bank Limited is also increasing due to a very good loan services given to
the Customer.
Chapter-IV
Findings
1.
The procedure for opening
account is simple and easily opened within a short period of time.
2. The
study shows that maximum numbers of people choose NBL as their Bank
because of the NBL performance. This states that the customer perceived NBL as
good Bank in terms of the performance
3. Flow
of opening saving account is higher than the current and fixed account.
4. Most
of the customers are satisfied by the free SCT service.
5. Most
people close their account due to their own problems rather than other reasons.
6. Customers
are satisfied with the services and friendly behaviors of the staff.
7. Friendly,
co-operative, helpful, skillful staff.
8. While
opening the account in Nepal Bank, the minimum balance is comparatively lower
than other bank.
9. The
Bank gives equal value to every customer.
10. Nepal
Debit Card can be used in many places as discussed above
11. Payment
of every account interest is done quarterly except Senior Citizen Saving
Account, which is paid monthly.
12. Highest
interest rate in deposit account is 6%
13. The
interest earning to loans and advance is increased.
14. Mainly
three types of account are hold by the people they are current, saving and
fixed deposits.
15. As
discussed above there is very good service regarding customer service and loan
activities.
Chapter-V
Suggestions and
conclusion
So from
the study and analysis of the Customer Service and loan activities of NBL it
can be said that the customer has been increasing because of quality sevice in
the field of customer service and loan activities. But then also bank has not
been able to utilize the collected saving according to the borrower and nation
requirement. So it will be profitable for NBL if it provides more amount of
long term and medium term loan.
Bank is
the most important institution for accelerating economic growth in the country.
It is quite true that a strong financial institution is of a great need in the
development of the developing country like Nepal. The Nepal Bank Limited is one
of the oldest banks of the country which has got the history of 67 years. This
bank is now in its advance stage. As being the first commercial bank it has to
pass through different ups and down according the situation. NBL has been
providing different services to its customers. NBL played a vital role in the
over all development of the country. NBL previously was started with the 51% of
the government and 49% of the public but at present time the bank has got the
40.49% share of the government and 59.51% of the general public. So looking at
this factor, NBL has developed a lot in this time. The Bank has high
contribution in fulfilling the economic improvement by collecting the scattered
resources through the network of 118 branches through out the country. Though
commercial banks are profit oriented and invest these resources in those
sectors from where they could gain maximum profit, NBL is initiated not only
with profit oriented motive. It has always given preference to the economic and
the financial development of the country. It provides credit facilities to the
trader, agriculturist, industrialist, businessman etc. It can be said that NBL
acts as the pillar of the economic development. NBL facilitate international
banking by being directly connected with major international banks.NBL has
different functions but the main function is to provide the security to the
wealth of the customers. NBL generally provide three different types of
accounts i.e. saving, current and fixed deposit account. Although the interest
is not provided in current account, people deposit in this account for its
safety. Fixed deposit account is most common among the people because it has
higher interest rate, can be pledged as collateral for loan and easier to open.
The study provides the brief knowledge of "Customer Service and Loan
activities of Nepal Bank Limited" and presents condition of customer
service and loan activities of NBL.
3.3. Recommendation and suggestion
Some
suggestion and recommendation are being put forward for the improvement and
development of Nepal Bank Limited which are as follows:
1. Now, the economic condition of the
country is deteriorating; there is danger of reduction of business and
industrial activities. Therefore banks should not focus only in collecting huge
amount of deposit by increasing the interest rate.
2. It is common complain that customers
entering the branch premises have crave for employee attention. The remedy lies
in creation of a friendly behaviour to all customers who come into the branch,
whether valuable or not. A smile on the face would not cost but would go along
way in satisfying customer’s expectation.
3. Considering the present economic
condition of the country, the bank should pay pivotal role for the economic
development of the country. They should promote balanced regional development
by financing funds in remote and other priority sectors.
4. The banks mobilized capital should be
made available for investment in productive enterprises whether the business is
of small, medium or large sized. Thus the bank should expand its credit to
promote economic development more rapidly.
5. Higher interest rate is a tool to attract
customer to deposit their money. This will eventually lead to the collection of
funds. The cash deposited by the customer are liquid position to help maintain
adequate liquidity position of the bank. It also offers more chance to invest
or lend.
6.There is serious competition among
joint venture banks, finance companies and insurance companies being ruined or
even strong companies going to losses and liquidate. Therefore the bank should
be service oriented. They should train and motivate the staffs, get up-to date
information about other bank and try to grow their market.
7.The bank should concentrate in various
investment policies, so that the investment is done in wide range of profitable
sectors in proportionate manner. The bank should scrutinize with, are parties,
bank are dealing with, are having good reputation or not otherwise, the
transaction, the truncation with bad parties may lessen the value of bank.
8. The bank should publish annual report
and distribute booklets containing details information about its activities and
performance as well.
9.The bank should follow the discipline
and adopt directives of NRB. This helps to maintain harmonious relationship
between other banks as well.
10.The bank should launch various kinds of
welfare programs for its staffs and the society. Excellent staffs should be
promoted in order to motivate them.
11.The bank should grab opportunities as
soon possible, by adopting efficient and latest market strategies. Traditional
method should be left behind.
12.There should be certain fund for
advertising. Advertising also helps to attract depositors and borrowers.
13.NRB should invite commercial banks
officials to participate in formulating policies rules, regulation and
directives.
14.Banks should bring attractive
motivational programs to motivate their employees effectively and efficiently.
15.NBL should change its marketing concept.
It should adopt new and modern marketing concept. Now, it should go for the
societal marketing concept for the betterment of the society and itself.
16.The bank must employ only required number
of employees otherwise it may create a big problem in bank.
17.The Bank should also provide more
attention towards the priority sectors and also provide the industrial scheme
for the development of the economic condition of the country.
18.The bank must not invest only in one
sector; different sector should be selected of the investment.
19.Since it has certain responsibility
towards the country, it must work for the economic development of the country.
