nsbl final report ddp.docx
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A project report on Consumer satisfactionTRANSCRIPT
Customer Satisfaction with service of Nepal SBI Bank. 1
1. EXECUTIVE SUMMARY
Objective of the Project:
The aim of the project was to study and analyze the customer satisfaction about services
provided by Nepal SBI Bank Limited Patan branch. So as to suggest measures to improve the
customer satisfaction level.
Approach:
A primary and secondary data study was conducted. Through primary data, the satisfaction level
of customers was analyzed.
Findings:
In competitive market of banking sectors excellent services is playing prominent role to gain
large market share. Banks are focusing on excelling their services to satisfy their customer.
The study shows that customers of Nepal SBI bank are satisfied with the services provided by
the bank. Although the bank is able to satisfy their customers there are some aspects which have
been identified, that can be worked out which would strengthen the services of bank.
Suggestions:
As we know that finding is not the end of a research, so the suggestion part is covered which are
made after a depth study of the analysis. Some recommendations have been made after the
analysis to excel further the services of Nepal SBI bank Ltd. Patan branch.
Digar Dev Pandey, MBA-IB, FMS- BHU 2012
Customer Satisfaction with service of Nepal SBI Bank. 2
2. INTRODUCTION
2.1 HISTORY OF BANKING IN NEPAL
2.2THE BANKING INDUSTRY: CURRENT SITUATION
2.3 BANK AND FINANCIAL INSTITUTION IN NEPAL
Digar Dev Pandey, MBA-IB, FMS- BHU 2012
Customer Satisfaction with service of Nepal SBI Bank. 3
2.1 HISTORY OF BANKING IN NEPAL
The word “Bank” has been derived from the Latin word “bancus”, Italian word “banca” or
French word “banque” which all give the same meaning that is “bench”. Since, people use to
perform the monetary transaction by sitting on the ‘bench’ at earlier time, the word ‘bank’
derived. Nowadays, banks are becoming so popular that large number of financial transactions
are performed daily such as, accepting deposits, providing loans, providing securities, remittance
facilities, taking guarantees, formulating capital, making regional balance, etc. In short, Bank is
an institution that deals with money and credits. It accepts the deposit from the general public
and advances it to those who really do need it. So, bank is that financial institution established to
serve the people in financial and other technical sector.
The history of banking in Nepal is believed to be started from the time of Prime Minister
Ranoddip Singh in 1877 A.D. he introduced many financial and economic reforms. The
Tejaratha Adda was established at that time and its basic purpose was to provide credit facilities
to the general public at a very concessional interest rate. The Tejarath Adda disbursed credit to
the people on the basis of collateral of gold and silver. All employees of government were also
eligible for this type of loan, which was settled by deducting from their salary. Tejaratha Adda
extended credit only; it did not accept deposits from the public.
But the real banking started with the establishment of Nepal bank limited in 1994 B.S which was
founded by Judda Samsher. It was the first bank of Nepal. Its main function was to provide
loans and accept deposits. Later Nepal Rastra Bank was established as a central bank in 2013
B.S. The bank was completely government ownership bank and it also started to issues notes
since 2016 B.S. Then after, several commercial banks have been established in the recent years.
In the context of Nepal, like as in other country the goldsmiths and landlord was the ancient
banker. The Nepalese people were highly exploited by Shahu Mahajan by charging higher
Digar Dev Pandey, MBA-IB, FMS- BHU 2012
Customer Satisfaction with service of Nepal SBI Bank. 4
interest rate i.e. compound interest rate and even by manipulating the principal amount. If we try
to see the history of banking transaction in depth then evidence of money lending function are
found in practice before 8th century. In 780 B.S. Gunakamadev the ruler of Kathmandu
reconstructed Kathmandu valley by borrowing debt from the people. In 14th century Tanka dhari
system had been running in the period of Ranodip Singh in Kathmandu established an office
called Tejarath Adda. From this office the government distributed salary to their employees and
provided loans to government employment @ 5% of interest against the security of gold, silver,
etc.
Because of the development of economic activities in Nepal the above institution could not be
fulfilled the need of people. So in Kartik 30, 1994 B.S. Nepal Bank Limited was established as
one of the semi government commercial bank which had 10 million authorized capital and
842000 paid up capital. It has done the pioneering function in function spreading the banking
habits among the people. Having felt a need of central bank to control and direct the commercial
bank and help the government for making monetary policies Nepal Rastra Bank was set up in 14
Baisakh 2013 B.S.
To fulfill the growing credit requirement of the country, the commercial bank i.e. Rastriya
Banijya Bank was establish in 10th Bhadra 2022 B.S. This bank also provides facility for the
economic welfare of the general public. Nepal is an agriculture country to develop agriculture
system. Industry Agriculture Development Bank and Nepal Industrial Development Corporation
was established in 2024 B.S. and 2016 B.S. respectively.
The initiation of the financial sector; liberalization policy by Nepal Rastra Bank, a board of joint
venture banks entered with the view to accelerate the pace of development of nation. At present,
there are many joint venture banks which are running successfully in a competitive environment.
His majesty government (Govt. of Nepal) deliberates policy of allowing foreign joint venture
banks to operate in Nepal basically targeted, to encourage local tradition commercial bank to
enhance their capacity through competitor’s efficiencies mechanization modernization and
prompt customer service. Nepal Arab Bank LTD was established in 2041 as a first foreign joint
venture bank.
Digar Dev Pandey, MBA-IB, FMS- BHU 2012
Customer Satisfaction with service of Nepal SBI Bank. 5
Nepal's first commercial bank, the Nepal Bank Limited, was established in 1937. The
government owned 51 percent of the shares in the bank and controlled its operations to a large
extent. Nepal Bank Limited was headquartered in Kathmandu and had branches in other parts of
the country.
There were other government banking institutions. Rastriya Banijya Bank (National Commercial
Bank), a state-owned commercial bank, was established in 1966. The Land Reform Savings
Corporation was established in 1966 to deal with finances related to land reforms.
There were two other specialized financial institutions. Nepal Industrial Development
Corporation, a state-owned development finance organization headquartered in Kathmandu, was
established in 1959 with United States assistance to offer financial and technical assistance to
private industry. Although the government invested in the corporation, representatives from the
private business sector also sat on the board of directors. The Co-operative Bank, which became
the Agricultural Development Bank in 1967, was the main source of financing for small
agribusinesses and cooperatives. Almost 75 percent of the bank was state-owned; 21 percent was
owned by the Nepal Rastra Bank and 5 percent by cooperatives and private individuals. The
Agricultural Development Bank also served as the government's implementing agency for small
farmers' group development projects assisted by the Asian Development Bank and financed by
the United Nations Development Program. The Ministry of Finance reported in 1990 that the
Agricultural Development Bank, which is vested with the leading role in agricultural loan
investment, had granted loans to only 9 percent of the total number of farming families since
1965 A.D.
Since the 1960s, both commercial and specialized banks have expanded. More businesses and
households had better access to the credit market although the credit market had not expanded.
In the mid-1980s, three foreign commercial banks opened branches in Nepal. The Nepal Arab
Bank was co-owned by the Emirates Bank International Limited (Dubai), the Nepalese
government, and the Nepalese public. The Nepal Indosuez Bank was jointly owned by the
French Banque Indosuez, Rastriya Banijya Bank, Rastriya Beema Sansthan (National Insurance
Corporation), and the Nepalese public. Nepal Grindlays Bank was co-owned by a British firm
called Grindlays Bank, local financial interests, and the Nepalese public.
Digar Dev Pandey, MBA-IB, FMS- BHU 2012
Customer Satisfaction with service of Nepal SBI Bank. 6
Nepal Rastra Bank was created in 1956 as the central bank. Its function was to supervise
commercial banks and to guide the basic monetary policy of the nation. Its major aims were to
regulate the issue of paper money; secure countrywide circulation of Nepalese currency and
achieve stability in its exchange rates; mobilize capital for economic development and for trade
and industry growth; develop the banking system in the country, thereby ensuring the existence
of banking facilities; and maintain the economic interests of the general public. Nepal Rastra
Bank also was to oversee foreign exchange rates and foreign exchange reserves.
Prior to the establishment of Nepal Rastra Bank, Kathmandu had little control over its foreign
currency holdings. Indian rupees were the prevalent medium of exchange in most parts of the
country. Nepalese currency was used mostly in the Kathmandu Valley and the surrounding hill
areas. The existence of a dual currency system made it hard for the government to know the
status of Indian currency holdings in Nepal. The exchange rates between Indian and Nepalese
rupees were determined in the marketplace. Between 1932 and 1955, the value of 100 Indian
rupees varied between Rs71 and Rs177. The government entered the currency market with a
form of fixed exchange rate between the two currencies in 1958. An act passed in 1960 sought to
regulate foreign exchange transactions. Beginning in the 1960s, the government made special
efforts to use Nepalese currency inside the country as a medium of exchange.
It was only after the signing of the 1960 Trade and Transit Treaty with India that Nepal had full
access to foreign currencies other than the Indian rupee. Prior to the treaty, all foreign exchange
earnings went to the Central Bank of India, and all foreign currency needs were provided by the
Indian government. After 1960 Nepal had full access to all foreign currency transactions and
directly controlled its exports and imports with countries other than India.
As a result of the treaty, the government had to separate Indian currency (convertible currency
because of free convertibility) from other currencies (nonconvertible currency because it was
directly controlled by Nepal Rastra Bank). In 1991 government statistics still separated trade
with India from trade with other countries. Tables showing international reserves listed
convertible and nonconvertible foreign exchange reserves separately
2.2THE BANKING INDUSTRY: CURRENT SITUATION
Digar Dev Pandey, MBA-IB, FMS- BHU 2012
Customer Satisfaction with service of Nepal SBI Bank. 7
The tradition of official banking system in Nepal commenced with the establishment in 1937 of
Nepal Bank limited (NBL), the first Nepalese commercial bank. The central Bank (NRB) of
Nepal was established in 1956, by the act of 1955, after nearly two decades when NBL came into
existence.
A decade after the founding of NRB, Rastriya Banijya Bank (RBB), a commercial bank under
the ownership of HMG/N also came in operation. The existing set-up of the banking sector in
Nepal by mid-April of 2011, is that the number of licensed banks and financial institution
operating in Nepal has reached 219, including 31 commercial banks, 87 development banks, 80
finance companies and 21 micro finance banks which are providing financial services to the
public.
Only 12 per cent of the populations hold the deposits with the commercial bank. The per-capita
deposit by mid-April 2010 stood at 20,100 and the total deposits of bank was Rs 590.9 billion
In the recent times, the branches are being opened at rural areas where deposit growths are at a
slower pace. In the current situation, the banks branches have been concentrated in the urban
areas rather than the rural areas where people are still deprived of basic services. Financial
intermediaries have reduced the dependency of Nepalese households on money lenders for loans.
According to Nepal Living standard Survey (NLSS), 15.1 per cent of the total households
borrowed from the local money lenders, whereas previously fifteen years ago 39.7 per cent used
to borrow from the same institution.
Banking in Nepal has become an important feature which renders service to the people in
financial matters, and its magnitude of action is extending day by day. It is the major institutional
system in Nepal which carries out the financial flow within the economy.
The significance of banking in Nepal also highlights its importance with the introduction of e-
banking in the recent years. In a developing country like Nepal, most of the people are living
under the poverty line, and, as such, the banks should offer competent and reliable services to the
citizens.
Digar Dev Pandey, MBA-IB, FMS- BHU 2012
Customer Satisfaction with service of Nepal SBI Bank. 8
Nepal is passing through a new arena in the field of institutional and governance reform. To
guarantee superb corporate governance in Nepal, it requires a collaborative effort
between the investors, board of directors, who should possess the quality of being sincere,
transparent, accountable and socially justifiable and the regulating body should efficiently
enforce rules and regulations in order to protect the right of the stakeholders. At the same time,
the share holders should be on constant vigilance and be actively aware and participate in their
corporate dealings to prevent deceitful practices from taking place. This integrated approach will
provide a tremendous ambiance to intensify excellent traditions of corporate governance.
Current flooding of corruption, discreditable action and corporate deception has evoked an
urgency to strike at the roots of the functional activities in the financial sector of Nepal. The most
recent collapse of a cluster of financial institutions defied the self-belief and created commotion
among the general public regarding depositing their hardly earned money in banks.
Only some months before Gurkha Development Bank, Nepal Share Market and finance company
and Capital Merchant Banking closed down their transactions and could not pay the depositors.
The public have conventional faith in banks and financial institutions for secure staying of their
savings, but the ones assigned with the money are monopolizing the funds at their whim
haphazardly.
This suspicion among the people has led to the loss of credibility of financial institutions. The
desperate and emotionally disturbed depositors of ill-fated bank are in a fix as to whom they
should ask for help. Scrutinizing the problematic state of affairs of the financial institution, the
Central Bank should exhibit its aggressiveness to bring back the lost track of bank and financial
institution.
Analyzing the critical problem the following measures should be taken by the Central Bank (a)
Supervising mechanism of Central Bank should be prompt, honest, sound and effective. (b)
Issuing of license of financial institution should be stopped. (c) Competitive and qualified
Digar Dev Pandey, MBA-IB, FMS- BHU 2012
Customer Satisfaction with service of Nepal SBI Bank. 9
persons should be encouraged while electing board of directors. (d) The code of conduct should
be stringently followed by the board of directors. (e) A separate research wing for market
analysis and for policy formulation should be created. (f) Expenditure of the institution should be
well-matched with the income.
At this moment of pandemonium, it is a pressing need that the Central Bank displays its power of
action to alleviate the depositors’ problem and consequently preventing other banks and financial
institutions from crumbling down one after the other as soon as possible.
.2.3 BANK and FINANCIAL INSTITUTIOS IN NEPAL:
List of Bank and financial institution with Name, operation date, head office and paid up capital
is presented below
Class A: Commercial Banks
S.No. NamesOperation Date (A.D.)
Head Office Paid up Capital(Rs. '00 Thosands )
1 Nepal Bank Ltd. 1937/11/15 Kathmandu 3804
2 Rastriya Banijya Bank Ltd. 1966/01/23 Kathmandu 3853
3 Agriculture Development Bank Ltd. 1968/01/02 Kathmandu 94375
4 Nabil Bank Ltd. 1984/07/16 Kathmandu 20298
5 Nepal Investment Bank Ltd. 1986/02/27 Kathmandu 24091
6 Standard Chartered Bank Nepal Ltd.. 1987/01/30 Kathmandu 16102
7 Himalayan Bank Ltd. 1993/01/18 Kathmandu 20000
8 Nepal SBI Bank Ltd. 1993/07/07 Kathmandu 18693
9 Nepal Bangladesh Bank Ltd. 1994/06/05 Kathmandu 20103
10 Everest Bank Ltd. 1994/10/18 Kathmandu 11196
11 Bank of Kathmandu Ltd. 1995/03/12 Kathmandu 13595
12 Nepal Credit and Commerce Bank Ltd. 1996/10/14 Siddharthanagar, Rupandehi 13997
13 Lumbini Bank Ltd. 1998/07/17 Narayangadh,Chitawan 13000
14 Nepal Industrial & Commercial Bank Ltd. 1998/07/21 Biaratnagar,Morang 13116
15 Machhapuchhre Bank Ltd. 2000/10/03 Pokhara, Kaski 16272
16 Kumari Bank Ltd. 2001/04/03 Kathmandu 14850
17 Laxmi Bank Ltd. 2002/04/03 Birgunj, Parsa 16140
18 Siddhartha Bank Ltd. 2002/12/24 Kathmandu 15610
Digar Dev Pandey, MBA-IB, FMS- BHU 2012
Customer Satisfaction with service of Nepal SBI Bank. 10
19 Global Bank Ltd. 2007/01/02 Birgunj, Parsa 15000
20 Citizens Bank International Ltd. 2007/06/21 Kathmandu 19223
21 Prime Commercial Bank Ltd 2007/09/24 Kathmandu 22457
22 Sunrise Bank Ltd. 2007/10/12 Kathmandu 18554
23 Bank of Asia Nepal Ltd. 2007/10/12 Kathmandu 15175
24 DCBL Bank Ltd. 2008/05/25 Kamaladi, Kathmandu 19209
25 NMB Bank Ltd. 2008/06/05 Babarmahal, Kathmandu 16517
26 Kist Bank Ltd. 2009/05/07 Anamnagar, Kathmandu 20000
27 Janata Bank Nepal Ltd. 2010/04/05 New Baneshwor, Kathmandu 14000
28 Mega Bank Nepal Ltd. 2010/07/23 Kantipath, Kathmandu 16310
29 Commerz & Trust Bank Nepal Ltd. 2010/09/20 Kamaladi, Kathmandu 14000
30 Civil Bank Litd. 2010/11/26 Kamaladi, Kathmandu 12000
31 Century Commercial Bank Ltd. 2011/03/10 Putalisadak , Kathmandu 10800
Class B: Development Banks
1 Nepal Industrial Development Corporation 1959/06/15 Durbar Marg, Kathmandu 41582 Uddyam Development Bank Ltd. 1999/11/11 Narayangadh, Chitawan 5003 Malika Development Bank Ltd. 1998/12/19 Dhangadhi, Kailali 20484 Siddhartha Development Bank Ltd. 1998/08/20 Tinkune, Kathmandu 64505 United Development Bank Ltd. 2002/03/16 Jeetpur, Bara 8026 Manakamana Development Bank Ltd. 2001/06/19 Durbar Marg, Kathmandu 100007 Narayani Development Bank Ltd. 2001/10/17 Ratna Nagar, Chitawan 6558 Pashimanchal Development Bank Ltd. 2003/03/02 Mitrapark, Rupandehi 33659 Sahayogi Bikas Bank Ltd. 2003/10/21 Janakpur, Dhanusha 75010
Pashupati Development Bank Ltd. 2004/01/01 Banepa, Kavre 6632
11
Karnali Bikash Bank Ltd. 2004/02/14 Nepalgunj, Banke 800
12
Triveni Development Bank Ltd. 2004/07/26 Narayangadh, Chitawan 1357
13
Annapurna Development Bank Ltd. 2004/08/23 Banepa, Kavre 6720
14
Bhrikuti Bikas Bank Ltd. 2004/08/19 Butawal, Rupandehi 2792
15
Shubhechchha Bikas Bank Ltd. 2004/09/14 Narayangadh, Chitawan 1008
16
Bageshowri Development Bank Ltd. 2004/10/19 Nepalgunj, Banke 594
17
Sanima Bikas Bank Ltd. 2004/11/26 Kamalpokhari, Kathmandu 20160
Digar Dev Pandey, MBA-IB, FMS- BHU 2012
Customer Satisfaction with service of Nepal SBI Bank. 11
18
Gaurishankar Development Bank Ltd. 2004/11/29 Kawasoti, Nawalparasi 2100
19
Gorkha Bikas Bank Ltd. 2004/12/01 Putalisadak, Kathmandu 6608
20
Gandaki Bikas Bank Ltd. 2005/01/19 Pokhara, Kaski 2000
21
Infrastructure Development Bank Ltd. 2005/04/29 Banepa, Kavre 6607
22
Business Development Bank Ltd. 2005/05/10 Pokhara, Kaski 6901
23
Biratlaxmi Bikas Bank Ltd. 2005/05/11 Biratnagar, Morang 605
24
Excel Development Bank Ltd. 2005/07/21 Birtamod, Jhapa 800
25
Western Development Bank Ltd. 2005/09/15 Ghorahi, Dang 500
26
H. & B. Development Bank Ltd.** 2011/06/15 Kamalpokhari , Kathmandu 8979
27
Arniko Development Bank Ltd. 2006/07/06 Dhulekhel, Kavre 2000
28
NDEP Development Bank Ltd. 2006/07/17 Kamaladi, Kathmandu 5461
29
Clean Energy Development Bank Ltd. 2006/09/06 Sitapaila, Kathmandu 10550
30
Miteri Development Bank Ltd. 2006/10/13 Dharan, Sunsari 903
31
Tinau Bikas Bank Ltd. 2006/10/13 Butwal, Rupandehi 1000
32
Rising Development Bank Ltd. 2006/12/18 Gaidakot, Nawalparasi 1400
33
Muktinath Bikas Bank Ltd. 2006/12/18 Pokhara, Kaski 1300
34
Sewa Bikas Bank Ltd. 2007/02/25 Butawal, Rupandehi 1000
35
Kankai Bikas Bank Ltd. 2007/05/04 Damak , Jhapa 400
36
Public Development Bank Ltd. 2007/06/07 Birjunj , Parsa 1500
37
Ace Development Bank Ltd. 2007/08/15 Narayanchaur, Kathmandu 7505
38
Mahakali Bikas Bank Ltd. 2007/08/18Mahendranagar, Kanchanpur
356
3 Sangrila Bikas Bank Ltd. 2007/08/26 Newroad Pokhara, Kaski 2240
Digar Dev Pandey, MBA-IB, FMS- BHU 2012
Customer Satisfaction with service of Nepal SBI Bank. 12
940
Bhargab Bikas Bank Ltd. 2007/08/30 Nepalgunj, Banke 600
41
Vibor Bikas Bank Ltd. 2007/10/04 Tripureshwor, Kathmadu 6818
42
Resunga Bikas Bank Ltd. 2007/09/26 Tamghas, Gulmi 306
43
Rara Bikas Bank Ltd. 2007/09/30 Birendranagar, Surkhet 2001
44
Diyalo Bikas Bank Ltd. 2007/10/01 Banepa, Kavre 1000
45
Country Development Bank Ltd. 2007/10/04 Banepa, Kavre 3200
46
Kasthamandap Development Bank Ltd. 2007/10/25 New Road, Kathmandu 3360
47
Alpine Development Bank Ltd. 2007/10/05 Hetauda, Makawanpur 1000
48
Nilgiri Bikas Bank Ltd. 2007/10/12 Beni, Myagdi 500
49
Corporate Development Bank Ltd. 2007/10/25 Birjung, Parsa 1400
50
Kamana Bikas Bank Ltd. 2007/09/29 Lekhnath, Kaski 2000
51
City Development Bank Ltd. 2007/10/19 Pokhara, Kaski 2000
52
Garima Bikas Bank Ltd. 2007/11/23 Pokhara, Kaski 2000
53
Biswo Bikas Bank Ltd. 2007/11/21 Pokhara, Kaski 2400
54
Pathibhara Bikas Bank Ltd. 2007/11/21 Urlabari, Morang 500
55
Professional Bikas Bank Ltd. 2007/10/17 Banepa, Kavre 1000
56
Kabeli Bikas Bank Ltd. 2007/11/15 Dhankuta 200
57
Purnima Bikas Bank Ltd. 2008/05/20 Sidhardhanagar, Rupandehi 1000
58
Jyoti Development Bank Ltd. 2008/08/25 Kamalpokhari, Kathmandu 7400
59
Shine Development Bank Ltd. 2009/02/22 Butawal, Rupandehi 1200
60
Bagmati Development Bank Ltd. 2009/03/23 Hariwon, Sarlahi 140
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Customer Satisfaction with service of Nepal SBI Bank. 13
61
Hamro Bikas Bank Ltd. 2009/04/19 Battar, Nuwakot 210
62
Kakre Bihar Bikas Bank Ltd. 2009/05/15 Birendranagar, Surkhet 180
63
Pacific Development Bank Ltd. 2009/07/26 Beshishahar, Lamjung 374
64
Civic Development Bank Ltd. 2009/08/13 Dhadingbesi, Dhading 140
65
International Development Bank Ltd. 2009/09/04 Taku, Kathmandu 4480
66
Kanchan Development Bank Ltd. 2009/09/19Mahendranagar, Kanchanpur
700
67
Gulmi Bikas Bank Ltd. 2009/09/24 Tamghas, Gulmi 140
68
Bright Development Bank Ltd. 2009/10/08 Panouti, Kavre 980
69
Matribhumi Bikas Bank Ltd. 2009/10/09 Sindhulimadi, Sindhuli 154
70
Innovative Development Bank Ltd. 2009/11/13 Sidhardhanagar, Rupandehi 663
71
Jhimruk Bikas Bank Ltd. 2009/12/14 Bagdula,Pyuthan 120
72
Metro Development Bank Ltd. 2009/12/16 Pokhara, Kaski 700
73
Raptibheri Bikas Bank Ltd. 2010/01/15 Nepalgunj, Banke 600
74
Gaumukhi Bikas Bank Ltd. 2010/01/25 Bijuwar, Pyuthan 140
75
Nepal Consumer Development Bank Ltd 2010/02/5 Pokhara, Kaski 1400
76
Khandbari Development Bank Ltd. 2010/03/5 Khandbari, Sankhuwasava 175
77
Tourism Development Bank Ltd. 2010/03/18 Thamel, Kathmandu 4000
78
Mission Development Bank Ltd. 2010/06/15 Butwal, Rupandehi 700
79
Surya Development Bank Ltd. 2010/07/18 Charikot, Dolkha 140
80
Mount Makalu Development Bank Ltd. 2010/07/21 Basantapur, Terathum 140
81
Sindhu Bikas Bank Ltd. 2010/09/09 Barhabise, Sindhupalchowk 510
8 Social Development Bank Ltd. 2010/10/12 Naxal, Kathmandu 3827
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Customer Satisfaction with service of Nepal SBI Bank. 14
283
Sahara Development Bank Ltd. 2010/10/27 Mahangawa,Sarlahi 140
84
Nepal Community Development Bank Ltd. 2010/11/03 Butwal, Rupendehi 700
85
Cosmos Development Bank Ltd. 2010/11/17 Gorkhabazar, Gorkha 175
86
Manasalu Development Bank Ltd. 2010/12/14 Buspark, Gorkha 700
87
Samabriddhi Development Bank Ltd. 2010/12/31 Gajuri,Dhading 700
Class C: Finance Companies
S.No. NamesOperation Date (A.D.)
Head Office
Paid up Capital(Rs. '00
Thosands )
1 Nepal Housing Development Finance Co.Ltd. 1992/03/08 Bijulibazar, Kathmandu 16762 Nepal Finance Ltd. 1993/01/06 Kamaladi, Kathmandu 11143 NIDC Capital Markets Ltd. 1993/03/11 Kamalpokhari, Kathmandu 22244 Narayani National Finance Ltd. 2009/11/01 Kalikasthan, Kathmandu 64755 Annapurna Finance Co.Ltd. 1993/09/30 Pokhara, Kaski 70436 Nepal Share Markets and Finance Ltd. 1993/10/19 Ramshahapath, Kathmandu 203437 Peoples Finance Ltd. 1993/04/15 Mahabauddha, Kathmandu 28908 Mercantile Finance Co. Ltd. 1994/11/10 Birgunj, Parsa 1809 Kathmandu Finance Ltd. 1994/11/10 Dillibazar, Kathmandu 135610
Himalaya Finance Ltd. 1993/11/11 Sundhara, Kathmandu 1400
11
Union Finance Ltd. 12/12/1995 Kamaladi,Kathmandu 1759
12
Gorkha Finance Ltd. 1995/03/12 Hattisar, Kathmandu 1440
13
Paschhimanchal Finance Co.Ltd. 1995/04/09 Butawal, Rupandehi 1488
14
Nepal Housing & Merchant Finance Ltd. 1995/04/11 Dillibazar, Kathmandu 2203
15
Universal Finance Ltd. 1995/04/27 Kantipath, Kathmandu 1518
1 Samjhana Finance Co. Ltd. 1995/05/03 Banepa, Kavre
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Customer Satisfaction with service of Nepal SBI Bank. 15
617
Goodwill Finance Ltd. 1995/05/16 Dillibazaar, Kathmandu 3000
18
Siddhartha Finance Ltd. 1995/05/25 Siddarthanagar, Rupandehi 1309
19
Shree Investment & Finance Co. Ltd. 1995/06/01 Dillibazar, Kathmandu 1391
20
Lumbini Finance & Leasing Co. Ltd. 1995/06/26 Thamel, Kathmandu 2681
21
Inbesta Finance Ltd. 1995/07/17 Birgunj, Parsa 240
22
Yeti Finance Ltd. 1995/07/23 Hetauda, Makawanpur 1610
23
Standard Finance Ltd. 1995/07/23 Narayanchaur, Kathmandu 10019
24
International Leasing & Finance Co. Ltd. 1995/10/31 Naya Baneshwor, Kathmandu 20088
25
Mahalaxmi Finance Ltd. 1995/11/26 Putalisadak, Kathmandu 4200
26
Lalitpur Finance Co. Ltd. 1995/12/12 Lagankhel, Lalitpur 1879
27
Bhajuratna Finance & Saving Co. Ltd. 1996/01/09 Kantipath, Kathmandu 385
28
United Finance Co. Ltd. 1996/1/25 Durbarmarg, Kathmandu 3508
29
General Finance Ltd. 1996/02/02 Chabahil, Kathmandu 959
30
Merchant Finance Co. Ltd. 1996/01/02 Newroad, Kathmandu 300
31
Alpic Everest Finance Ltd. 1996/07/16 Kathmandu Mall, Kathmandu 937
32
Nava Durga Finance Co.Ltd. 1997/02/09 Itachhe, Bhaktapur 1266
33
Janaki Finance Co. Ltd. 1997/03/07 Janakpurdham, Dhanusha 975
34
Pokhara Finance Ltd. 1997/03/16 Pokhara, Kaski 3120
35
Central Finance Ltd. 1997/04/14 Kupondole, Lalitpur 1684
36
Premier Finance Co. Ltd. 1997/05/08 Kumaripati, Lalitpur 1207
37
Arun Finance Ltd. 1997/08/17 Dharan, Sunsari 1500
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Customer Satisfaction with service of Nepal SBI Bank. 16
38
Multipurpose Finance Co. Ltd 1998/3/25 Rajbiraj, Saptari 150
39
Butwal Finance Ltd. 1998/06/21 Butawal, Rupandehi 2068
40
Shrijana Finance Ltd. 1999/12/14 Biratnagar, Morang 280
41
Om Finance Ltd. 2000/09/17 Pokhara, Kaski 2468
42
CMB Finance Ltd. 2000/11/20 Kamalashhi, Kathmandu 1500
43
World Merchant Banking & Finance Ltd. 2001/08/10 Hetauda, Makawanpur 1820
44
Capital Merchant Banking & Finance Co. Ltd. 2002/02/01 Battisputali, Kathmandu 9351
45
Crystal Finance Ltd. 2002/02/13 Thapathali, Kathmandu 700
46
Royal Merchant Banking & Finance Ltd. 2002/02/14 Durbarmarg, Kathmandu 2939
47
Guheshworil Merchant Banking & Finance Ltd. 2002/06/13 Pulchowk, Lalitpur 1353
48
Patan Finance Co. Ltd. 6/23/2002 Pulchowk, Lalitpur 1000
49
Fewa Finance Ltd. 2003/04/30 Pokhara, Kaski 2730
50
Everest Finance Ltd. 2003/07/02 Siddharthanagar, Rupandehi 480
51
Prudential Finance Company Ltd 2003/06/06 Dillibazar, Kathmandu 2931
52
ICFC Finance Ltd. 2003/06/15 Bhatbhateni, Kathmandu 3294
53
IME Financial Institution Ltd. 2005/08/01 Panipokhari, Kathmandu 3599
54
Sagarmatha Merchant Banking and Finance Ltd 2005/08/29 Maanvawan,Lalitpur 1375
55
Shikhar Finance Ltd. 2005/09/15 Thapathali,Kathmandu 995
56
Civil Merchant Bittiya Sanstha Ltd. 2005/09/18 Kuleshwor,Kathmandu 1300
57
Prabhu Finance Co. Ltd. 2006/02/16 Lainchur,Kathmandu 4080
58
Imperial Finance Ltd. 2006/03/08 Thapathali,Kathmandu 1200
5 Kuber Merchant Finance Ltd. 2006/03/24 Kamalpokhari, Kathmandu 1752
Digar Dev Pandey, MBA-IB, FMS- BHU 2012
Customer Satisfaction with service of Nepal SBI Bank. 17
960
Nepal Express Finance Ltd. 2006/05/04 Sundhara, Kathmandu 1196
61
Valley Finance Ltd. 2006/05/11 Maharajgunj,Kathmandu 1280
62
Seti Bittiya Sanstha Ltd. 2006/06/07 Tikapur, Kailali 400
63
Hama Merchant & Finance Ltd. 2006/06/16 Tripureshwor, Kathmandu 2000
64
Reliable Finance Ltd. 2006/09/06 Sundhara, Kathmandu 1980
65
Loard Buddha Finance Ltd. 2006/11/19 Fasikeb, Kathmandu 1307
66
Api Finance Ltd. 4/25/2007 Pokhara, Kaski 600
67
Nameste Bitiya Sanstha Ltd.. 2007/07/07 Ghorai, Dang 142
68
Kaski Finance Ltd. 2007/07/30 Pokhara, Kaski 1500
69
Suryadarshan Finance Co. Ltd. 2007/07/30 New Baneshor, Kathmandu 1000
70
Zenith Finance Ltd. 2007/10/08 Newroad, Kathmandu 1344
71
Unique Financial Institution Ltd. 2007/10/12 Putalisadak, Kathmandu 1000
72
Manjushree Financial Institution Ltd. 2007/10/15 New Baneshor, Kathmandu 1259
73
Swostik Merchant Finance Company Ltd. 2007/10/16 Kichapokhari, Kathmandu 1000
74
Subhalaxmi Finance Ltd. 2007/11/11 Naxal, Kathmandu 2000
75
Jebil`s Finance Ltd. 2009/10/28 New Road, Kathmandu 1020
76
Reliance Finance Ltd. 2009/12/03 Pradarsani Marg, Kathmandu 1400
77
Lotus Investment Finance Ltd. 2010/04/11 Newroad, Kathmandu 1200
78
Baibhab Finance Ltd. 2011/01/24 Naya Baneshwor , Kathmandu 1470
79
Bhaktapur Finance Ltd. 2011/02/08 Chyamsing ,Bhaktapur 1250
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Customer Satisfaction with service of Nepal SBI Bank. 18
Class D: Micro Credit Development Banks
1 Purbanchal Grameen Bikas Bank Ltd. 1993/03/28 Biratnagar, Morang 6002 Sudur Pashimanchall Grameen Bikas Bank Ltd. 1993/03/28 Dhangadhi, Kailali 5853 Pashimanchall Grameen Bikas Bank Ltd. 1995/04/01 Butawal, Rupandehi 6604 Madhya Pashimanchal Grameen Bikas Bank Ltd. 1995/04/01 Nepalgunj, Banke 6835 Madhymanchall Grameen Bikas Bank Ltd. 1996/07/08 Janakpur, Dhanusha 10006 Nirdhan Utthan Bank Ltd. 1999/04/13 Siddharthanagar, Rupandehi 17407 Rural Microfinance Development Centre Ltd. 1996/12/06 Putalisadak, Kathmandu 32008 Deprosc Microfinance Development Bank Ltd. 2001/07/03 Ratnanagar, Chitwan 4259 Chhimek Microfinance Development Banks Ltd. 2001/12/10 Hetauda ,Makawanpur 123410
Shawalamban Laghu Bitta Bikas Banks Ltd. 2002/02/22 Janakpur, Dhanusha 1159
11
Sana Kisan Vikas Bank Ltd. 2002/03/11 Subidhanagar, Kathmandu 1288
12
Nerude Laghu Bitta Bikas Bank Ltd. 2007/06/07 Biratnagar, Morang 400
13
Naya Nepal Laghu Bitta Bikas Bank Ltd. 2009/03/20Dhulekhel, Kavrepalanchock
140
14
Mithila Laghu Bitta Bikas Banks Ltd 2009/04/29 Dhalkebar,Dhanusha 165
15
Summit Microfinance Development Bank Ltd 2009/05/20 Anarmani, Jhapa 140
16
Sworojagar Laghu Bitta Bika Bank Ltd 2009/12/1 Banepa, Kavre 110
17
Frist Microfinance Development Bank Ltd 2009/12/28 Gyaneshwor, Kathmandu 700
18
Nagbeli Microfinance Development Bank Ltd 2010/02/04 Anarmani, Jhapa 100
19
Kalika Microcredit Development Bank Ltd. 2010/07/21 Waling, Syanja 120
20
Mirmire Microfinance Development Bank Ltd. 2010/09/23 Banepa, Kavre 140
21
Janautthan SamudayikMicrofinance Dev. Bank Ltd.
2010/11/09 Butwal, Rupandehi 110
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Customer Satisfaction with service of Nepal SBI Bank. 19
3. ORGANIZATIONAL PROFILE
3.1 OVERVIEW
3.2 VISION AND MISSION
3.3 ASPIRATION
3.4 COMMITMENT
3.5 STRATEGIC OBJECTIVE
3.6 CORPORATE INFORMATION
3.7 BOARD OF DIRECTORS
Digar Dev Pandey, MBA-IB, FMS- BHU 2012
3. Organizational
Customer Satisfaction with service of Nepal SBI Bank. 20
3.8 ORGANIZATION STRUCTURE
3.9 CORPORATE GOVERNANCE STRUCTURE
3.10 RISK MANAGEMENT STRUCTURE
3.11 DEPOSIT AND ACCOUNT
3.12 ACCOUNT INFORMATION
3.13 ADVANCES
3.14 OTHER PRODUCT AND SERVICES
3.14.1 REMITTANCE
3.14.2 CARD
3.14.3. ALTERNATIVE DELIVERY CHANNELS
3.15 BRANCHES
3.16 MANAGEMENT TEAM
3.17 HEAD OF DEPARTMENTS AND UNITS
3.18 FINANCIAL HIGHLIGHTS
3.19 SWOT ANALYSIS
3.20 OVERVIEW OF PATAN BRANCH
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Customer Satisfaction with service of Nepal SBI Bank. 21
3.1 OVERVIEW:
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Customer Satisfaction with service of Nepal SBI Bank. 22
Nepal SBI Bank Limited is a major national level financial services provider engaged in various
retail and commercial banking services. Nepal SBI Bank Ltd. (NSBL) is the first Indo- Nepal
joint venture in the Nepalese financial sector sponsored by three institutional promoters, namely
State Bank of India (SBI), Employees provident Fund and Agriculture Development Bank of
Nepal through a memorandum of understanding signed on 17th July 1992. NSBL was
incorporated as a public limited company at the office of company registrar on April 28, 1993
under the registration number 17-049/50 with an authorized capital of Rs 12 crore and and was
licensed by Nepal Rastra Bank on July 6,1993 under license number Nrb/i.pa./7/2049/2050.
NSBL commenced operation with effect from July 7, 1993 with one full-fledged office at
durbarmarg, Kathmandu with 18 staff member. The staff strength has since increased to 511.
Under the Bank and financial institutions Act, 2063, Nepal Rastra Bank Granted fresh license to
NSBL classifying as an “A” class financial Institution on April 26, 2006 under license number
NRB/I.Pra.ka.7/62/63. The authorisied Issued and Paid up capital have been increased to Rs 200
crore, Rs 186.93 crores and 186.93 crores, respectively.
The Management team and managing director who is also the CEO of the bank are deputed by
SBI. NSBL work as subsidiary of State Bank of India—India’s largest bank in almost any
benchmark and business parameters, with over 203 years of history and expertise in banking—
which has 55 percent of ownership and rest held by a local partner Employee Provident Fund
(15%) and general public (30%).
In terms of the Technical Services Agreement concluded between SBI and the NSBL, SBI
provides management support to the bank through its expatriate officers including Managing
Director who is also the CEO of the Bank. Central Management Committee (CENMAC)
consisting of the Managing Director, Chief Operating Officer, Chief Financial Officer and Chief
Credit Officer oversee the overall banking operations in the Bank.
Now NSBL consist of a team of nearly 580 people, move, lend, invest and protect money of over
350,000 customers nationally and worldwide. Since its inception on July 7, 1993, Bank is
continuously upgrading quality of its service delivery and customer satisfaction with the help of
state-of-the technology. Extending the reach to 27 districts through our 59 physical outlets
including 50 branches, 6 extension counters and three administrative offices, we are among
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Customer Satisfaction with service of Nepal SBI Bank. 23
largest private banks in Nepal. In addition, we serve our valued customers through e-delivery
points like Mobile Banking, Automated Teller Machines (ATMs) and Online Banking service
for both corporate and retail clients.
3.2 VISION AND MISSION
Over the years, we have grown larger and stronger - in terms of business, geography and
resources. This was achieved by relying on the fundamentals. Our achievements are founded on
basic banking norms - quality, consistency and transparency of capital base, sound liquidity, a
robust risk management framework coupled with the practice of good corporate governance and
above all the tireless focus on customer satisfaction.
3.3 ASPIRATION
THE BANKER TO EVERY NEPALI
3.4 COMMITMENT
FIRST IN CUSTOMER SATISFACTION
3.5 STRATEGIC OBJECTIVES
The key elements of overall strategic goal are to build an open and honest corporate culture and
to engage actively on mutual beneficial relationship with all stakeholders to create value for
them. Bank aim to achieve strategic goal by achieving following six key objectives:
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Customer Satisfaction with service of Nepal SBI Bank. 24
To care of customers’ evolving needs and expectations by providing suitable product and
services.
To create a great place to work
To practice exemplary governance and accountability.
To work in harmony and in mutual satisfaction with our business partners.
To provide returns on the investment of our owner.
To invest in local communities in which we operate for the benefits of the society at large
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3.6 CORPORATE INFORMATION
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Full Name of the Company:
Nepal SBI Bank Limited
Legal Form:
A Public Limited Company incorporated at the Office of Company Registrar, Kathmandu Nepal on April 28, 1993 under Regd. No. 17-049/50 and was licensed by Nepal Rastra Bank on July 6, 1993 under license No NRB/L. Pa. /7/2049/50 and classified as ‘A’ class licensed institution on April 26, 2006 under license No. NRB/I.Pra.Ka.7/062/063.
Commencement of Business:
July 7, 1993
Accounting Year: Mid-July-Mid July (Shrawan 1st - Ashad End)
Permanent Account Number:
300323003
Stock Exchange Listing:
The Ordinary Shares and Redeemable Debentures (carrying fixed interest rate) of the company listed on Nepal Stock Exchange.
Registered Office:Bagmati Zone, Kathmandu District, Kathmandu Metropoliton City, Ward No. 1
Corporate Office:
Nepal SBI Bank LimitedCorporate Office, Hattisar, KathamnduTel No: 4435516, 4435613, Fax No: 4435612Email: [email protected] Url: www.nepalsbi.com.np
Board of Directors:
Ms. Hasana Sharma, Chairperson (Employee Provident Fund Nominee)Mr. Hemant G Contractor, Director (State Bank of India Nominee)Mr. Rajan Srinivasan, Director (State Bank of India Nominee)Mr. Vijay Jasuja, Director (State Bank of India Nominee)Mr. M. K. Agrawal, Director (Representative of General Public)Mr. Niranjan K Tibrewala, Director (Representative of General Public)Mr. Keshav Raj Acharya, Director (Professional Expert Director)Mr. Alok Kumar Sharma, Managing Director (State Bank of India Nominee)
Central Management
Mr. Alok Kumar Sharma, Managing DirectorMr. V.K. Tyagi, Chief Operating Officer
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Committee:Mr. Anil K Singh, Chief Financial OfficerMr. Tulsiram Gautam, Chief Credit Officer
Internal Auditor: Mr. Sudeep Khanal, ACA
Company Secretary:
Mr. Ramesh Ghimire, LLM (Commercial Law)
Statutory Auditor:
T R UPADHYA & CO., Chartered AccountantsHouse No. 61, Anamika Galli, P. O. Box 4414Baluwatar, Kathmandu Nepal
Legal Advisor:
Mr. Purna Man ShakyaReliance Law Firm, machangal, Jawalakhel, LalitpurPO Box # 8975, EPC 439, Kathmandu, Nepal
Tax Advisor:Mr. Sudarshan Raj Pandey, FCABijuli Bazar, New Baneshwor, Kathmandu
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3.7 BOARD OF DIRECTORS
Digar Dev Pandey, MBA-IB, FMS- BHU 2012
Ms. Hasana Sharma ChairpersonRepresenting employees provided fund
Mr. Hemant G. ContractorDirector
Representing State Bank of India
Mr. Rajiv Pal SinghDirector
Representing State Bank of India
Mr. Manoj Kumar AgrawalDirectorRepresenting Public Shareholders
Mr. S. K. BhattacharyyaDirector
Representing State Bank of India
Mr. Niranjan Kumar TibrewalaDirectorRepresenting Public Shareholders
Mr. Mohan Raj JoshiDirectorIndependent Professional Expert
Mr. N. K. ChariManaging Director
Representing State Bank of India
Customer Satisfaction with service of Nepal SBI Bank. 29
3.8 ORGANIZATION STRUCTURE
Digar Dev Pandey, MBA-IB, FMS- BHU 2012
Board of directors
Company SecretaryChief operating officer (COO)
Chief Credit Officer (CCO)
Chief Financial officer (CFF)
Credit Appraisal and Sanctions
Documentation follow up and NPA department
Treasury & forex department
Reconciliation department
Business development department
Account &administration department
System department
HR department
Business control and inspection department
Regional Offices
Western Regional office: Biratnagar
Eastern Regional Office: Nepaljung
Credit Committee Managing Director Audit Committee
Internal Audit
-Share department
-Law department
Customer Satisfaction with service of Nepal SBI Bank. 30
3.9 CORPORATE GOVERNANCE STRUCTURE
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The Bank uses the term "Corporate Governance" to refer to the governance structure of
organization and operational practices of its leadership and management. Compliance with all
legislations, regulations, standards and codes is an essential characteristic of organizational
culture at Nepal SBI Bank. The Board of Directors is the apex decision making body and has
ultimate responsibility for governance. The board monitors compliance with these means of
management reports, which include information on any significant interaction with all key
stakeholders.
The corporate governance framework of Nepal SBI Bank is designed to lead us towards creating
opportunity while protecting the interests of, as well as to create value for, shareholders and
other stakeholders including customers, employees and communities and also to ensure
transparency and integrity in communication and to make available full, accurate and clear
information to all concerned.
The bank is subject to and fully complies with, all but not limited only to, the regulatory
requirements of Banks and Financial Institutions Act-2063, Companies Act-2063, various
regulations issued by Security Exchange Board of Nepal (SEBON), Directives and Circulars
issued by Nepal Rastra bank--the central bank of Nepal, various guidelines from Institute of
Chartered Accountants of Nepal (ICAN) and other national and international bodies devising
policies on Corporate Governance.
3.10 RISK MANAGEMENT
Primary goal of our risk management framework is to ensure that outcomes of risk taking
activities are predictable and consistent with the Bank's objectives and risk tolerance levels and
that there is an appropriate balance between risk and return in order to maximize return to the
shareholders. We adopt a holistic approach and have been engaged in extensive and detailed
evaluation and assessment of our risk management in all areas of banking activities.
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RISK MANAGEMENT COMMITTEE
ICAAP REVIEW COMMITTEE (IRC)
The internal capital adequacy assessment process (ICAAP) is a comprehensive process which
requires board and senior management's oversight, monitoring, reporting and internal control.
The committee reviews the capital measurement process to ensure the alignment of regulatory
capital requirement with the true and actual risk profile of the bank and thus ensure long-term Digar Dev Pandey, MBA-IB, FMS- BHU 2012
Customer Satisfaction with service of Nepal SBI Bank. 33
safety and soundness. Other salient roles of ICAAP Review Committee are to review Credit
Risk, Credit Concentration Risk, Operational Risk, Market Risk, Liquidity Risk, and other
residual risks to ensure alignment of regulatory capital requirement with the true risk profile of
the bank and thus ensure long-term safety and soundness.
MARKET RISK MANAGEMENT COMMITTEE (MRMC)
The Market Risk Management Committee has the overall responsibility to monitor and manage
various risk exposures of the bank. It involves identification, assessment, monitoring, reporting
and analysing of Market Risk profile associated with treasury operations. MRMC assesses risk
parameters, oversees compliance with those risk parameters and develops hedging strategies.
The committee makes resource allocation for all categories of risk assets. MRMC also performs
risk research and analysis for development of risk mitigation strategies.
CREDIT RISK MANAGEMENT COMMITTEE (CRMC)
The Credit Risk Management Committee mainly focuses on monitoring of bank wide credit risk
ensuring compliance and implementation of Credit Risk Policy and Strategy approved by the
Board. It ensures incorporation of regulatory compliance in the bank's policies and guidelines in
regards to credit risk and subsequent compliance with all the risk parameters and prudential
limits set-out by those regulatory guidelines. The committee also performs monitoring of quality
of loan portfolio on a periodical basis, identification of problems and correction of deficiencies
and monitoring of risk concentrations.
OPERATIONAL RISK MANAGEMENT COMMITTEE (ORMC)
The ORMC reviews the risk profile, anticipates changes and threats in areas of high priority and
works-out related mitigation strategies and assures that adequate resources are being assigned to
mitigate risks as needed. It reviews reports from various business groups and units about their
risk profile and mitigation programs and communicates with the business units and staff about
the importance of operational risk. It also reviews and approves the development and
implementation of operational risk methodologies and tools including assessments and loss event
databases. On a broad level, the committee monitors and ensures that appropriate ORM
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Customer Satisfaction with service of Nepal SBI Bank. 34
frameworks are in place by reviewing the reports with respect to operational risk profile of the
bank and approves policy-related risk mitigation plan.
ASSETS LIABILITIES MANAGEMENT COMMITTEE (ALCO)
ALCO is responsible for managing the balance sheet, off balance sheet exposures and capital
within the performance and risk parameters laid down by the investment and other relevant
policies of the bank. It provides direction to the bank's treasury and other businesses regarding
short term business strategy taking into account market variables in relation to the bank's
exposure and the bank's corporate plan.
The committee approves the liquidity and funding plans of the bank and assesses the liquidity
risk facing the bank while articulating interest rate views. It also monitors key market and
operations risk indicators, reviews the potential impact of concentrations and various scenarios
on the bank's business and gives directives to mitigate and manage the related risk while
ensuring adherence to tolerance/risk limits set by the board of directors.
3.11 DEPOSIT AND ACCOUNT
VARISTHA NAGARIK BACHAT KHATA
Varistha Nagarik Bachat Khata. The respected senior citizen—aged 50 and above—can open this
Saving Account with minimum balance of Rs. 500/- only. Interest rate on the account is 4%
calculated daily and payable quarterly. Additionally, the Accountholder gets bundle of additional
benefits;
No restrictions on withdrawal from account subject to maintenance of required
minimum balance
50% concessions on rental charges for hiring safe deposit locker (Subject to
Availability)
50 % concession on SWIFT and RTGS only (Except on Exchange & Commission)
50 % concession on commission on Bharat Yatra Card
Free Account Statement (On request)
Free Any Branch Banking Service
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Free Nepal SBI Bank Debit Card
Free Internet Banking Service
Similarly, the customers under this scheme can open Fixed Deposit Account that yield applicable
card rate with interest receivable on monthly basis. Account can be open on all of our branch
offices.
VISHESH BACHAT
Vishesh Bachat—enriched with bundle of additional benefits to our valued customers. Vishesh
Bachat Accountholders get;
5% interest rate calculated on daily balance and payable quarterly.
Free Internet Banking Service.
Free Nepal SBI Visa Debit Card.
Any Branch Banking Service free of charges
Free account statement (On request)
50 percent discount on rental charges and no separate deposit requirement for hiring
Safe Deposit Lockers (Subject to availability of Lockers)
50 percent concession on issuing Bharat Yatra Card
50 percent concession on applicable charges and commission on RTGS only.
(Except on exchange and commission.)
No restrictions on deposits and withdrawal (Subject to maintenance of the minimum
balance)
The account can be open at minimum balance of Rs. 50,000/-. Account can be open on all of
NSBL branch offices.
SWASTHA BACHAT KHATA
Nepal SBI Bank’s Swastha Bachat Khata gives you dual benefits of having a saving bank
account and meantime keeping yourself healthy with free “Health Check-Up Service” worth Rs.
1,555/- from U&B International Health Care Centre located at New Baneshwor Shantinagar
Gate, Kathmandu. The “Health Check-Up Services” includes General Check-up, Dental Check-
up and various Laboratory Investigations. Apart from this, the accountholders also get
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Customer Satisfaction with service of Nepal SBI Bank. 36
3% Interest Rate calculated on daily balance and payable quarterly (Nepali Calendar)
Free Account Statement (On request)
Free Any Branch Banking Service
Free Nepal SBI Bank Debit Card
Free Internet Banking Service
Free Cheque Book
Swastha Bachat Khata can be opened at the minimum balance of just Rs. 2,000/- This account
can be open at all of Nepal SBI Bank’s Branch Offices inside Kathmandu Valley.
UJJWAL BHAVISYA BACHAT YOJANA (RECURRING DEPOSIT)
Ujjwal Bhavisya Bachat Yojana: This is a flexible recurring account which allows customers to
deposit a sum of money periodically up to a desirable term. This product is especially useful for
promoting savings and to use the fund received at maturity to fulfill personal needs that call for
significant financial commitment.
Deposit Fixed amount each month and withdraw lump sum amount on maturity
Deposit Amount: Rs. 500.00 and above in multiples of Rs. 100.00
Deposit Period: From 12 months to 84 months in multiples of 6 months
Interest credited quarterly in principal account
Interest Capitalization every 3 months
DHANVRIDDHI BACHAT YOJANA
Deposit Fixed Amount at the beginning and withdraw lump-sum amount on
maturity.
Deposit Amount: Minimum NPR 5,000 and above in multiples of NPR 100.
Deposit Period: From 6 months to 84 months in multiples of 6 months.
Interest Credited to Principal Account.
Interest Capitalized every 3 months (based on English Calendar).
A soft loan can be availed up to 90% of the balance amount
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KARMACHARI BACHAT KHATA
A special zero balance deposit scheme—Karmachari Bachat Khata—with special focus on
salaried employees from government and/or non-government organizations. Karmachari Bachat
Khata account holders get;
5% interest on daily balance, payable quarterly
40% concession on rental charges for hiring safe deposit locker (Subject to availability)
50% concession on remittance commission (Draft and RTGS to India)
50% concession on issuance charge of Bharat Yatra Card.
Free Any Branch Banking Service
Free Nepal SBI Bank Debit Card
The account can be opened in all Nepal SBI Bank branch offices.
RS. 501 SARAL BACHAT
Saral Bachat Khata: It is one of the most popular deposit accounts of the bank which has
attracted more than 150,000retail customers since its launch in year 2009. This account was
targeted towards mid to low income group of people with lowered minimum balance
requirement.
Customer can open this account with minimum balance of just Rs. 501.
Free ATM/Debit Card.
Free Any Branch Banking Service (Customer can deposit and withdraw cash from all
branches of Nepal SBI Bank countrywide free of charges).
Free Cheque Book
Free Internet Banking Account
PROVIDENT FUND ACCOUNT FOR PERMANENT STAFF OF ORGANIZATION
Higher interest rate than normal saving deposit.
Interest calculated daily payable quarterly.
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Customer Satisfaction with service of Nepal SBI Bank. 38
A soft loan can be availed up to 90% of the balance amount.
A certain amount of fund (both deducted from staff salary and contributed by the
organization) can be deposited on the monthly basis by the concerned organization.
3.12 ACCOUNTS INFORMATION
CURRENT ACCOUNT
It is an account specially designed for business transactions. There are no restrictions on number
of credit/ debit transactions. No interest is paid on current account.
Current Account can be opened by:
By a person in his/her own name or jointly with other individual(s).
In the name of firm, Club and association, society.
In the name of Private and Public Limited Company.
In the name of trustee, liquidator etc.
By any other institution etc.
It is essential that the prospective customer should be introduced by an existing account holder. It
is preferable that introducer should come to the bank for introduction. However in case it is not
possible for the introducer to come to the bank, it is very important that signature of the
introducer should be verified with utmost care and if possible the introduction may be confirmed
with the introducer on telephone/in writing.
SAVINGS ACCOUNT
The account scheme is supposed to facilitate easy and regular withdrawal of funds as and when
required and simultaneously earning of income on the balance that is kept in the account. Any
person having a savings account is allowed to deposit money and withdraw to the extent of
balance freely from his/her account. Individual banks however put a restriction on number of
withdrawals and amount for each transaction in saving account.
Saving account is an interest bearing account. The interest is paid on minimum daily balance
basis. The advantage of Savings account is that an individual can utilize the bank account for
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Customer Satisfaction with service of Nepal SBI Bank. 39
various payments while the balance in the account earns interest. The scheme is designed to
encourage small savings. The interest in saving account is paid on quarterly basis.
Savings accounts are allowed to be opened only by individuals singly or jointly. Other than
individuals, any organization or body of persons (e.g. society etc.) can open a savings account if
they are a charitable organization and are exempt from income tax on their income.
FIXED ACCOUNT
The account scheme allows a customer to earn higher rate of interest for those amounts, which a
customer is confident that he will not require the amount for certain period. The scheme offers
higher rate of interest than savings account. The interest rates vary with the period for which
amount is kept in fixed deposit. The interest rates vary from time to time.
Documents Required
Following are the documents required for opening account with NSBL.
For Individual:
Copy of citizenship certificate for Nepali national.
Copy of Embassy registration certificate issued by Embassy of India, Kathmandu, as
Indian national/copy of valid passport.
Two copies of recent photograph should also be obtained.
For Proprietorship Firm:
Declaration of Sole Proprietorship.
Copy of renewed Firm Registration Certificate.
Copy of renewed Income Tax Registration Certificate.
Copy of identification paper of promoter/ account operators.
Two copies of recent photograph of proprietor should also be obtained.
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Customer Satisfaction with service of Nepal SBI Bank. 40
For Partnership Firm:
Letter of Partnership duly signed by all partners.
Copy of Partnership Deed duly attested.
Certified copy of Partnership Registration.
Identification papers of all partners and account operators.
Income tax registration/renewed certificate.
For Corporate Bodies:
Memorandum and Articles of Association of the company.
List of existing directors.
Resolution of Board of Directors to open and operate the account.
Company registration and Income Tax registration/renewed certificate.
Identification papers of directors and account operators.
Notification of appointment of office bearers as authorized account operators in case of
Corporations.
For Clubs, Societies and Associations:
List of Office Bearers and their addresses.
Copy of Resolution to open and operate the account.
Name and signature of persons authorized to operate the account.
Copy of registration certificate.
Identification papers of account operators.
Affiliation certificate with the Social Welfare Council or other concerned Councils.
3.13 ADVANCES
Corporate and Business Loans
Digar Dev Pandey, MBA-IB, FMS- BHU 2012
Customer Satisfaction with service of Nepal SBI Bank. 41
The bank offers corporate and business loan to large corporate and institutional customers
including public sector entities and service them with offerings ranges from loans to meet
operational funding requirements as well as service related to strategic expansions, syndications,
project finance etc.
SME Loans
This is a tailor made loan product devised with special focus on the needs of Small and Medium
Sized Enterprises to meet their financing requirements in a convenient manner.
Personal Loans
Retails loans largely comprise of auto finance, home loan and credit for consumer durables.
Credit card is not in offer yet. Other personal loans like Mortagage and Mortgage Plus are
personal credit given to individuals on the basis of their income level.
MORTAGE LOAN SCHEME
Margin:
The borrower has to offer immovable property whose value on distress is at least 200% of the
loan amount. The loan will be restricted to 50% of the distress sale value of the property offered
as security subject to a ceiling of Rs. 20,00,000/- for the proposals up to the sanctioning power of
Chief Credit Officer
Repayment:
The repayment by way of indicative Equated Monthly installments on the basis of contracted rate
MORTAGE-PLUS LOAN SCHEME
Features:
To employees, professional, self employed, businessman and others.
Limits Linked to income and collateral.
Revolving overdraft or repayable over 5 years.
For any legitimate purpose.
Competitive Interest Rate.
Digar Dev Pandey, MBA-IB, FMS- BHU 2012
Customer Satisfaction with service of Nepal SBI Bank. 42
Quick Processing
DUCATION LOAN
Maximum loan amount: Rs. 40.00 lacs.
Student eligibility
Should be a Nepalese citizen.
The student should have at least intermediate/higher secondary level (plus two)
academic qualification.
The student’s parents/guardian should have sufficient regular income to service
interest. Their uncommitted monthly income should be at least 1.33 times of the
interest payable.
Should be between the age of 16 years to 35 years
Eligible Courses
Graduate / Masters and above
Professional courses (graduate and above)
Expenses considered
Fees payable to College /Hostel (Admission fee, tuition fee, examination fee,
laboratory fee, library fee)
Purchase of books, equipments, instruments required for the course.
Cost of passage (for studies abroad)
Boarding and lodging expenses (Recognized hostels by the institution)
Pricing
Processing fee: 0.5% of the loan amount or Rs. 5000.00 whichever is higher.
Prepayment charge: A prepayment charge at the rate of 2% on the prepaid amount shall
be recovered. If loan is repaid after 12 months of the date of sanction, the prepayment
charge shall be 1%.
Commitment fee: A commitment fee at the rate of 0.25% of unutilized loan shall be
charged.
CIC report fee: Rs. 500.00 and Rs. 250.00 per additional page.
Digar Dev Pandey, MBA-IB, FMS- BHU 2012
Customer Satisfaction with service of Nepal SBI Bank. 43
Repayment Programme Moratorium: A maximum period of 5 years or the completion
of course designated, whichever is earlier.
Repayment: The loan shall be repaid in 5 years after the moratorium period on EMI
basis.
Interest during moratorium period: The parents/guardian of the student shall pay the
interest during the moratorium period on quarterly basis as per Nepali calendar.
Security
Land and building having value133% of loan amount.
Loan upto 95% of Fixed Deposit/Government securities.
Supporting documents required
Duly filled Loan Application form
Mark sheet of last qualifying examination
Copies of Letter Conferring scholarship, if any
Proof of admission to the course
Schedule of expenses for the course
Two copies of recent passport size photograph of the students and their
parents/guardian/guarantor
Copies of foreign exchange permit, where required.
Copies of citizenship/pass port of the students and their
parents/guardian/guarantor.
Statement of regular income sources of parents/guardian, along with supporting
documents where required.
Brief statement of assets and liabilities of parents/guardian
Copies of ownership certificates of the proposed property to be mortgaged or
Government Securities/FDRs to be pledged.
Digar Dev Pandey, MBA-IB, FMS- BHU 2012
Customer Satisfaction with service of Nepal SBI Bank. 44
3.14 OTHER PRODUCT AND SERVICES
3.14.1 REMITTANCE:
Nepal SBI Remit: This is a newly launched online international remittance service which offers a
formal channel for the Nepali community residing all around the world to send money to Nepal
Domestic Remittance Service: The bank started domestic remittance service in partnership with
Prabhu Money Transfer. This product allows customers to send and receive money toand from
any part of the country.
SBI Nepal Express Remit: This is a unique remittance product- the only one of its kind in
Nepal. Nepali migrant workers residing and working in India can remit money at minimal
charges from more than 14,000 branches of State Bank of India located in various parts of India.
We are now receiving 600 remittances in averages per day through the service channel.
Indo-Nepal Remit: This is another remittance-from-India product launched by Reserve Bank of
India which has chosen Nepal SBI bank to disburse the remittance money to the beneficiaries in
Nepal.
WUMT’s/PMT’s Remittance: Customers can also receive remittance money send from abroad
via remittance channels of Western Union Money Transfer as well as Prabhu Money Transferr
at the branches of Nepal SBI Bank.
3.14.2 CARD
Digar Dev Pandey, MBA-IB, FMS- BHU 2012
Customer Satisfaction with service of Nepal SBI Bank. 45
Nepal SBI Card: This is an ATM cum Debit card which can be used at 68 ATM terminals of
the bank as well as more than 24,000 ATMs of State Bank of India. Presently, there are more
than 200,000 users of Nepal SBI Card which is rising very rapidly.
Bharat Yatra Card: Popularly known as BYC, this is a Nepalese Rupees denominated pre-paid
card made for cash withdrawal and purchases while visiting India mainly for medical treatment,
education, tours etc. Bank has already sold more than 14,000 Bharat Yatra Cards since its launch
in November 2008.
Vishwa Yatra Card: Recently launched Vishwa Yatra Card is USD denominated international
prepaid card which the customers can use for cash withdrawal in all the ATM terminals under
VISA network in any part of the world and for purchases.
3.14.3 ALTERNATIVE DELIVERY CHANNELS
Mobile Sakha: Mobile Sakha is mobile based banking service delivery channel which allows
customers access various banking services like fund transfer, balance inquiry, bill payments,
statement request, alert services etc.
Internet Banking: This state-of-the-art online banking channel provides customers with a PC
and internet connection access to banking services 24x7 from anywhere
Automated Teller Machine: Nepal SBI Bank has one of the largest network of ATM terminals
both locally and internationally. Presently, the bank has 67 ATM terminals around the country
and has access to more than 25,000 ATMs of State Bank of India group.
Auxiliary Services:
Digar Dev Pandey, MBA-IB, FMS- BHU 2012
Customer Satisfaction with service of Nepal SBI Bank. 46
Utility Bill Payment: Customers both accountholders and non-accountholders of the bank can
pay their telephone bills, insurance premium, school and college fee at the branches of Bank free
of cost.
Safe Deposit Locker:This is one of the popular auxiliary services of the bank. Presently customers can avail the
service from 25 branches of the bank.
3.15 BRANCHES
Inside Kathmandu Valley Branches
o Bhaisepati
o Bhaktapur
o Boudha
o Commercial Branch
o Dallu
o Durbar Marg Main Branch
o Gaushala
o Gongabu
o Gwarko
o Kalanki
o Kuleshwor
o Maharajgunj
Eastern Region Branches
o Bargacchi
o Biratnagar
o Birtamod
o Damak
o Dharan
o Ilam
o Itahari
o Lahan
o Terahthum
o Pension Paying Office, Dharan
Central Region (Other than Kathmandu
Digar Dev Pandey, MBA-IB, FMS- BHU 2012
Customer Satisfaction with service of Nepal SBI Bank. 47
o New Baneshwor
o New Road
o Patan, Jawalakhel
o Sinamangal
o Teku
o Embassy of India Ext. Counter, Lazimpat
o BGSN Ext. Counter, Thamel
o Indian Visa Service Centre, Lazimpat
Western Region Branches
o Abu Khaireni
o Baglung
o Bhairahawa
o Butwal
o Damauli
o Gulmi
o Palpa
o Parasi
o Pokhara
o Sandhikharka
o Sishuwa
o Srijana Chowk
Valley) Branches
o Birgunj
o Hetauda
o Janakpur
o Narayangarh
o Rampur
o CGI Ext. Counter, Birgunj
Mid-Western Region Branches
o Dang
o Nepalgunj
o Surkhet
Far-Western Region Branches
o Dhangadi
o Mahendra Nagar
o Tikapur
Digar Dev Pandey, MBA-IB, FMS- BHU 2012
Customer Satisfaction with service of Nepal SBI Bank. 48
o Waling
o Pension Paying Office, Pokhara
3.16 MANAGEMENT TEAM
Shri Arjun Nepal: Regional manager Eastern region
Shri Tulasi Ram Gautam: Chief Credit officer
Shri N. K. Chari: Managing director and CEO
Shri Madhukar Anand: Chief operating Officer
Shri Binod K. Mishra: Chief Operating Officer
Shri Dev Raj Adhikari: Regional Officer western region
3.17 HEAD OF DEPARTMENTS/ UNITS
Shri Chappi Raj Panta: Main Branch
Shri Bigyan Adhikari: Systems
Shri Sushil Chandra Mahat: Card
Shri Amlesh Ratna Sthapit: Treasury
Shri Badri Lal Amatya: Credit Appraisal and sanction
Shrimati Rashmi Kharel Karmacharya: Human Resources
Shrimati Roshani Bharati : Accounts and Administration
Shri Sushil Kumar Sharma: Business Development
Digar Dev Pandey, MBA-IB, FMS- BHU 2012
Customer Satisfaction with service of Nepal SBI Bank. 49
Shri Umesh Bahadur Karki: Credit documentation, follow up, supervision and
NPA.
Shri Ramesh Ghimire: Law and share and company secratary
Shri Kamal Ram Bhattarai : Reconciliation
Shri Sudeep Khanal: Internal Audit
Shri Bishnu Dev Yadav: Commerical Branch
3.18 FINANCIAL HIGHLIGHTS
Nepal SBI Bank Limited is a major national level financial services provider engaged in various
retail and commercial banking services. Nepal SBI Bank Ltd. (NSBL) is the first Indo- Nepal
joint venture in the Nepalese financial sector sponsored by three institutional promoters, namely
State Bank of India (SBI), Employees provident Fund and Agriculture Development Bank of
Nepal through a memorandum of understanding signed on 17th July 1992. From the time of its
operation, the bank is performing well. The major financial highlights of NSBL Bank are as
follows.
Nepal SBI Bank LTD.
Balance sheet as on…………..
(In lacks)
Particulars 2008/09 (2065/66) 2009/10(2066/67) 2010/2011(2067/68)
Total share holders fund 17126.07 24505.54 28792.93
Share Capital 12243.39 18613.24 21029.66
Reserves 4882.68 5892.30 7763.27
Liabilities
Deposit account 279572.21 34896.24 424154.43
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Customer Satisfaction with service of Nepal SBI Bank. 50
Debenture 2000.00 2000.00 2000.00
Bills Payables 629.47 723.88 806.85
Other liabilities 2336.64 4283.33 5128.12
Assets
Advances 151317.48 174805.48 213657.71
Investment 132861.82 163056.33 189110.22
Liquid assets 11764.40 34412.61 48778.26
Net fixed assets 2535.81 4182.45 4170.03
Other assets 3184.89 4019.92 5166.13
Total 301664.40 380476.79 460882.34
Nepal SBI Bank ltd
Income statement
From…………..to……………….(In lacks)
Particular 2008/09 2009/10 2010/11
Interest income 14604.46 22697.04 31042.32
Interest expenditure 8247.0 14336.94 20960.38
Fee, commission and exchange
income
1401.31 2020.20 3176.97
Other incomes 527.90 787.97 951.73
Operating expenses 2239.66 3438.50 4450.73
Digar Dev Pandey, MBA-IB, FMS- BHU 2012
Customer Satisfaction with service of Nepal SBI Bank. 51
Operating profit 4423.66 5702.90 6742.52
Profit Before tax 4430.32 5383.62 6534.69
Profit after tax 3163.73 3917.42 4645.65
2008/09 2009/10 2010/110
5
10
15
20
25
30
35
40
45
Deposits( in billions)
Deposits( in billions)
Digar Dev Pandey, MBA-IB, FMS- BHU 2012
Customer Satisfaction with service of Nepal SBI Bank. 52
2008/2009 2009/2010 2010/20110
100000
200000
300000
400000
500000
600000
700000
DepositAdvancesTotal Business
Particulars Deposit Advances Total Business2008/2009 279572 151,317.00 430,889.002009/2010 348,962.00 174,805.00 523,767.002010/2011 424,154.00 213,658.00 637,812.00
Major Financial ratios (in %)
Particulars/ years 2008/09 2009/10 2010/2011
Digar Dev Pandey, MBA-IB, FMS- BHU 2012
2008/09 2009/10 2010/110
5
10
15
20
25
30
35
40
45
Lending and investment (in billions)
Lending and investment (in bil-lions)
Customer Satisfaction with service of Nepal SBI Bank. 53
DPS 42.1 17.5 17.5
EPS 36.2 23.2 24.9
Return on net fixed asset 111.41 93.66
Interest income/loan &
advances
11.24 9.80
ROE 18.6 16.1 16.2
HIGHLIGHTS:
Deposit of the Bank grew up significantly from 34.9 billion to 42.4 billion in year 2010/
11. Recording the growth of 7.5 billion. Thus growth rate in deposit is 17.69% in year
2010/11. Nature of deposit consist of current account, saving account and call deposit.
Lending and Investment of bank also grew up from 33.8 billion to 40.3 billion recording
the growth of 6.5 billion in years 2010/11.Lending and investment includes cash credit,
hire purchase loan, housing loan, education loan, retail loan and long term project
finance.
Nonperforming assets is down to 1.10% from 1.48% on year to year basis.
Share holders fund and return on equity increased from 16.1% to 16.2% in fiscal year
2010/11.
Return on net fixed asset grew up significantly to 114.4% from 93.6% in previous fiscal
year.
Digar Dev Pandey, MBA-IB, FMS- BHU 2012
Customer Satisfaction with service of Nepal SBI Bank. 54
Customer base of the company riches to 308644 after significant incensement of 109680
customers in the fiscal year 2010/11.
DPS of the bank remain constant 17.5% in fiscal year 2009/10 and fiscal year 2010/11
which was 42.1% in fiscal year 2008/09.
Net profit of the bank increased to Rs. 464.5 million From 391.7 million. Profit grew up
by 18.6% in comparison to previous year.
3.19 SWOT ANALYSIS
Strengths:
Bank with 55% investment of SBI Bank (largest and government holding bank of India,
and investment of employees provident fund Nepal. (A government holding of Nepal)
Only bank in Nepal issuing prepaid debit card. (BYC and VYC).
Managerial and technical assistance from SBI bank ltd.
Weakness:
Poor delivery of ATM visa Card
High labor turnover.
Opportunity:
Growing market
Large untapped rural market.
Digar Dev Pandey, MBA-IB, FMS- BHU 2012
Customer Satisfaction with service of Nepal SBI Bank. 55
Threats:
Taught competition.
Un stable political environment
Changing banking policies.
Rapid Changing technology.
3.20 OVERVIEW OF PATAN BRANCH
Nepal SBI Bank was incorporated in Nepal on April 28, 1993, as a public limited company. It
commenced operations on July 7, 1993, and is principally engaged in the business of banking, as
defined in the Banks and Financial Institutions Act, 2006. Bank was established with aspiration
of “BANKER TO EVERY NEPALI “and commitment of “FIRST IN CUSTOMER
SATISFACTION”.
Nepal SBI Bank Patan branch came into operation on 14 th Feb, 2003 with the team of four
employees as 18th branch of Nepal SBI bank ltd. Initially, branch was limited to the cash
collection and cash payment. Since the establishment, branch performance remains excellent.
Now it has 12 employees and operated as full fledge branch. Now branch consists of Customer
service Department, operation Department, Loan Department, marketing department. This
branch provides draft facilities, SWIFT/RTGS, issuance and purchase of FCY and TC, locker
services, LC, and Bank guarantee.
This branch belongs to one of the highest customer base branch and also popular as cash
collection centre. Currently branch have 5121 saving account holders, 596 current account holder
and 230 call deposit and fixed deposit account holders. Likewise, branch has 23 cash credit
Digar Dev Pandey, MBA-IB, FMS- BHU 2012
Customer Satisfaction with service of Nepal SBI Bank. 56
account and 1 trust receipt. Branch has significant number of advances. There are 12 hire
purchase loan, 11 housing loan, 82 education loan, 116 other advances.
CASA deposit level of branch was increased by 19.88% compare to the last year and budgeted
level of deposit has been surpassed at the end of the June 2012. Interest paid on deposit was
increased by 57.87% as compared to the corresponding period of last year.
By the end of the period 2010-2011 branch was having deposit of Rs 5, 54,87,00,00 and having
advances of Rs.229819000 with the total profit of Rs.19708000. But by the end of June 2012
bank was having deposit of Rs. 1102961000 and having advances of Rs, 336619000 with total
profit of Rs. 36794000 with significant increment of 87% compare to previous fiscal year.
4. RESEARCH METHODOLOGY
4.1 RESEARCH OBJECTIVE
4.2 RESEARCH DESIGN
4.2.1 SAMPLE DESIGN
4.2.2 DATA COLLECTION DESIGN
4.2.3 METHODS OF DATA COLLECTION
4.2.4 DATA ANALYSIS
Digar Dev Pandey, MBA-IB, FMS- BHU 2012
Customer Satisfaction with service of Nepal SBI Bank. 57
4.1 RESEARCH OBJECTIVE
To study and analyze the level of Customer Satisfaction with Service of Nepal SBI Bank
Ltd. Patan Branch, Kathmandu Nepal.
4.2 RESEARCH DESIGN
Both the primary and secondary data were used. The research design was a descriptive research
design.
4.2.1 SAMPLE DESIGN:
Population: Customers of NSBL Bank Patan Branch Kathmandu.
Sampling unit: Individual Customer.
Sample size: 76
Instrument: Sample survey
Sampling technique : Non-Probability sampling technique-Convenience Sampling
Data Collection Tool: Questionnaire
Digar Dev Pandey, MBA-IB, FMS- BHU 2012
Customer Satisfaction with service of Nepal SBI Bank. 58
Location: NSBL Bank Patan Kathmandu,
Duration: 8 weeks
4.2.2 DATA COLLECTION DESIGN:
For the purpose of data collections and to get proper information, various methods ware adopted.
To get an insight of the subject matter both primary and secondary data collection method was
adopted. Primarily data collected was done through questionnaire and personal interaction with
the customer and secondary data were collected through websites, magazines and bank booklet.
Digar Dev Pandey, MBA-IB, FMS- BHU 2012
Data Collection Design
Primary Data
Secondary Data
Customer Satisfaction with service of Nepal SBI Bank. 59
4.2.3 METHOD OF DATA COLLECTION
Primary data:
Personal Interaction method:
During the period of summer training I made interactions with some of the customer who were
ready to give some more information and their feeling regarding various product and services of
NSBL and their understanding regarding employee’s behavior and other physical facilities
provided by Bank. Similarly I made conversation with some customer who did not ready to fill
up the questionnaire. The objective was to draw a general understanding about the things that can
excel the services of the Bank.
Questionnaire:
The objective of the questionnaire was to get the information about the customers view towards
the services offered by bank and to analyze the satisfaction level of services offered by the bank.
A standard structured questionnaire was designed to collect the required information where five
point Liker type scale, and multiple-choice scale, information were used
Digar Dev Pandey, MBA-IB, FMS- BHU 2012
Related websites, bank booklets, magazine, newspapers
Personal InteractionsQuestionnaire
Customer Satisfaction with service of Nepal SBI Bank. 60
Secondary Data:
Secondary data was collected through various websites: Nepal Rastra Bank, Nepal SBI Bank
Ltd. Google.com, Banking promotion centre and from various news papers: Karobar daily,
Arthik Aviyan daily, Boss magazine to gat comprehensive idea about banking industry of
Nepal.
During the training, I made discussion and interaction with bank employee regarding various
activities and procedures of various department of the branch. Employee’s interaction, working
and behavior with customer were observed to have an idea about their mindset and preference
for the customers.
4.2.4 DATA ANALYSIS AND PRESENTATION
Customer satisfaction is a long-term strategy. Satisfaction implies a conscious and deliberate
evaluation of outcomes. If expectations are matched, the outcome, of course, is satisfaction.
When alternatives perceived as falling short in significant ways, dissatisfaction is the result.
Satisfaction and dissatisfaction, of course, represent extreme points on a continuum. Customer
satisfaction is the result of a customer’s perception of the value received in a transaction or
relationship – where value equals perceived service quality relative to price and customer
acquisition costs relative to the value expected from transactions or relationships with competing
vendors. Consumers form expectation of products or services prior to their purchase. These
expectations are then either confirmed or disconfirmed after the product or service is purchased
or used.
A Customer will be satisfied when the outcomes of the service meet his or her expectations and
when the services quality is more than those expectations; the service provider is having the
delighted customer. Contrary when the perceived overall service quality is below or less than his
or her expectation, than the customer is dissatisfied.
Digar Dev Pandey, MBA-IB, FMS- BHU 2012
Customer Satisfaction with service of Nepal SBI Bank. 61
The number of commercial banks is increasing in Nepal due to the attractive market opportunity
available in the country, especially after the advent of democracy. Nowadays, the performance of
these commercial banks has come under question in terms of customer satisfaction.
In this study, a standard structured questionnaire was designed to collect the
required information. Numbers of questions were included in the questionnaire to study the
customer satisfaction about services provided by Nepal SBI Bank Ltd. Patan Branch,
Kathmandu. During the course of my analysis some of the key questions were individually
dealt and inferences were made based on those specific Questions.
1. saving 2. Current 3. Saving and current
What type of account do you maintain in this branch?
Digar Dev Pandey, MBA-IB, FMS- BHU 2012
Customer Satisfaction with service of Nepal SBI Bank. 62
Above diagram shows that 48.7 % respondent respond that they have saving account with patan
branch. 25.0% have current account and 26.3 % respondent have current and saving account in
this branch. Majority of the respondent are saving account holder with the branch but the
respondent having current account and current &saving account holder are somehow equal. Here
current account refers to the account of any organization, NGO’s, company or any business
houses because by rule those organizations are not allowed to open saving account in the name
of organization.
From above diagram we can say that the non- individual customer or institutional customer base
of the branch is also good. Similarly, saving account includes both normal saving and fixed
deposit or recurring account. As like any other bank, number of saving account holder at NSBL
is also high than anyone else.
1 < 6 months 2. 6 months – 1 year 3 1 year- 2year 4 > 2 years
How long have you been a customer with bank (Branch)?
Digar Dev Pandey, MBA-IB, FMS- BHU 2012
Customer Satisfaction with service of Nepal SBI Bank. 63
Above diagram depict that 22.37% respondent customer have been mentions relations with this
branch since last 1 to 2 years, 26.32% respondent customer have been mentions relation with
bank with in last six month. Similarly, 11.48% respondent customer have been maintained their
relation since last two years. And remaining 39.47% respondent customer belongs to six months
to one year. Overall from this diagram we can conclude that number of customer have been
growing smoothly.
The number of customer includes saving account holders, loan customer, current account
holders, and remittance customer and so on. Since last few years customer base have been
growing smoothly, which indicate the customer friendly policies and environment of the Nepal
SBI bank Limited.
Scale: 1-Very easy/Very Satisfied, 2-Easy/Satisfied, 3-Normal/Somewhat Satisfied, 4-Difficult/Dissatisfied, 5-Very Difficult/ Strongly Dissatisfied
Digar Dev Pandey, MBA-IB, FMS- BHU 2012
Customer Satisfaction with service of Nepal SBI Bank. 64
How do you rank the procedure of account opening of the bank?
Statistics
How do you rank the procedure of a/c opening of the bank?
N Valid 76
Missing 0
Mean 4.0132
Std. Deviation .80818
Analysis shows that 26.32% of respondents respond the account opening procedure as “ very
Easy”, 52.26% of respondents responds as “easy” and 11.84% of respondents respond as
“Normal”.
The average calculated on the basis of points allotted is 4.013. It indicates that customers are
satisfied with a/c opening process of the bank. The deviation calculated on the basis of points
allotted is 0.808. It means the volatility of customer can be more than average by 0.808or also
can be less than average by 0.808.
Scale: 1- Strongly disagree/ strongly dissatisfied, 2- Disagree/Dissatisfied, 3-Somewhat
agree/Somewhat satisfied 4- Agree/Satisfied, 5- Strongly agree/Very satisfied
Digar Dev Pandey, MBA-IB, FMS- BHU 2012
Customer Satisfaction with service of Nepal SBI Bank. 65
Do you agree that, maintaining minimum balance is not high and reasonable in this bank?
Statistics
Do you agree that, Maintaining minimum balance is reasonable and not high in this bank?
N Valid 76
Missing 0
Mean 4.0132
Std. Deviation 1.05190
Analysis shows that 38.2% of respondents “strongly agree” with maintaining minimum balance
is not high and reasonable in this bank, 39.2% of respondents “ agree” with the same and 9% of
respondents somewhat agree with the same.
Here calculated mean is 4.013 which means respondent are (agrees) satisfied that minimum
balance is not high and reasonable. Thus we can conclude that respondents are satisfied with
minimum balance they have to maintain in their respective account/s. And calculated standard
deviation is 1.05. It means the volatility of customer can be more than average by 1.05 or also
can be less than average by 1.05.
Scale: 1- Very poor/ strongly dissatisfied, 2- Poor/Dissatisfied, 3-Normal/Somewhat satisfied,
4- Good/Satisfied, 5- Very good/Very satisfied
Digar Dev Pandey, MBA-IB, FMS- BHU 2012
Customer Satisfaction with service of Nepal SBI Bank. 66
How you rate the loan procedure of this bank?
Statistics
How dou you rate the loan procedure of the bank?
N Valid 51
Missing 25
Mean 2.9412
Std. Deviation .54449
In the analysis, 76.47% respondent respond that bank loan procedure is “Normal” 9.80% says
loan procedure is “good” whereas 11.76 % of respondent says that loan procedure is “poor” but
only 1.96% respond as loan process is very poor. And Normal Implies that customers are
somewhat satisfied with loan procedures of the bank.
The calculated mean value is 2.94 (approximate to 3) that means customers are somewhat
satisfied. Likewise standard deviation is 0.544 which refers that volatile of respondent is ± 0.689
form mean value. Less the standard deviation refers to less volatility of from mean. It means the
volatility of customer can be more than average by 0.544 or also can be less than average by
0.544.
Digar Dev Pandey, MBA-IB, FMS- BHU 2012
Customer Satisfaction with service of Nepal SBI Bank. 67
Scale: 1-Very high/Strongly Dissatisfied, 2 High/Dissatisfied, 3-Normal/Somewhat satisfied,
4-low/Satisfied, 5-Very low/ Very satisfied
How would you describe the bank interest in loans?
Statistics
How do you describe the bank interest on loan?
N Valid 51
Missing 25
Mean 2.3529
Std. Deviation .74360
The data shows that56.86% of respondents respond the bank interest in Loans are high and
27.45% of respondents respond bank interest in Loans are “Normal”. And 7.84% respondent
respond the bank interest are very high. Likewise 7.84% of respondent respond that interest rate
is low but not one respondent respond as interest rate is very low.
The calculated data shows that “Mean value” is 2.3.5(less than 3.5) which depicts the bank
interest in loans is high. Thus, respondents are dissatisfied with bank interest in loan. And
deviations of respondent from mean is ± 0.743 i.e. calculated standard deviation is 0.743.
Digar Dev Pandey, MBA-IB, FMS- BHU 2012
Customer Satisfaction with service of Nepal SBI Bank. 68
Scale: 1-Too expensive/Strongly Dissatisfied, 2 Expensive/Dissatisfied, 3-Normal/Somewhat
satisfies, 4-Low/Satisfied, 5-Very low/ Very satisfied
How would you describe the bank charges in Inter branch Cash deposits and Withdrawal services?
Statistics
How do you describe the bank charges in the inter branch cash deposit and withdrawal services?
N Valid 76
Missing 0
Mean 4.2895
Std. Deviation .81348
Here, 47.37 % of the respondent respond to inter branch cash deposit and withdrawal as “good”,
38.16% respond it as “fair” and 10.53% respond as “normal” and 3.95 % says that it is
expensive. It shows that most of the customers are satisfied with inter branch cash withdrawal
and deposit services.
Similarly, Calculated “mean value” is 4.289 which implies that customers are satisfied with the
inter branch cash deposit and withdraw facilities provided by Bank. And standard deviation is
0.813. It means the volatility of customer can be more than average by 0.813 or also can be less
than average by 0.813.
Digar Dev Pandey, MBA-IB, FMS- BHU 2012
Customer Satisfaction with service of Nepal SBI Bank. 69
Scale: 1-Too expensive/Strongly Dissatisfied, 2 Expensive/Dissatisfied, 3-Normal/Somewhat
satisfies, 4-Low/Satisfied, 5-Very low/ Very satisfied
How would you describe the bank charges on bank statement and renew of cards?
Statistics
How do you describe the bank charges on bank staatement and renewal of cards?
N Valid 76
Missing 0
Mean 2.0921
Std. Deviation .69623
Above diagram analysis shows that 59.21% respondent respond that charge on bank statement
and renewal of card is expensive, and 17.11% respondent says that charge on bank statement and
renew of card is too expensive where as 21.05% respondent respond this charges as normal
charge.
On the other hand calculated “mean” is 2.092 which means customers dissatisfied with the bank
charge on bank statement and renewal of cards. The calculated standard deviation is 0.696.This
infers that degree of departure from mean is ± 0.696. It may be more than maen by 0.696 or less
then mean value by 0.696.
Digar Dev Pandey, MBA-IB, FMS- BHU 2012
Customer Satisfaction with service of Nepal SBI Bank. 70
Scale: 5- Always/Very satisfied, 4-Often/Satisfied, 3-Sometime/Somewhat Satisfied, 2-Rarely/Dissatisfied, 1-Never/Strongly dissatisfied
Do you always get prompt services whenever you visit branch?
Statistics
Do you always get prompt services whenever you visit branch?
N Valid 76
Missing 0
Mean 4.3947
Std. Deviation .73174
In the analysis, 53.95% of the total respondents respond that they always get prompt services,
31.58% says often and 14.47 % says sometimes. By analyzing this we can says that customer are
satisfied with the services provided by branch. They often get response from branch when they
visit the branch.
Similarly, calculated “mean value” is 4.39 which depicts that customers are satisfied with bank
service. Similarly, standard deviation is 0.721 which means deviation of respondent form mean
value is ± 0.731. Lower the standard deviation higher will be the uniformity.
Digar Dev Pandey, MBA-IB, FMS- BHU 2012
Customer Satisfaction with service of Nepal SBI Bank. 71
Scale: 5- Excellent/Very satisfied, 4-Good/Satisfied, 3-Normal/Somewhat Satisfied, 2-Poor/Dissatisfied, 1-Very Poor/ strongly dissatisfied
Rate the teller services in this branch
Statistics
Rate the teller services in this branch?
N Valid 76
Missing 0
Mean 4.2368
Std. Deviation .70934
Here 44.74%, 39.47% and 15.79% customer gives their response as “excellent”, “good” and
normal respectively regarding the teller services at patan branch. But no respondent responds that
teller service of patan branch is poor or very poor. Majority of respondent rank “good” and
“Excellent” regarding teller services of patan branch.
The table shows “Mean” is 4.23 which indicate respondents are satisfied with the teller service at
this branch. Standard deviation is 1.024 i.e. deviation is ± 1.024 from mean.
Digar Dev Pandey, MBA-IB, FMS- BHU 2012
Customer Satisfaction with service of Nepal SBI Bank. 72
Scale: 1-Rude/Strongly dissatisfied, 2-Unprofessional/Dissatisfied, 3-Professional/Somewhat Satisfied 4-Helpful/ Satisfied, 5-Friendly/Very Satisfied
Rate the information and customer query services of this branch?
Statistics
Rate the information and customer query services of this branch
N Valid 76
Missing 0
Mean 4.3421
Std. Deviation .74032
The diagram depicts that 48.68% of respondents rate the information and query service as a
excellent, 38.16% as good, 11.84% as normal. This data clearly explain that staffs at this branch
are prompt to any query of the customers. And only1.32% say that information and customer
query services are poor of the branch.
Here the “mean” is 4.34 which indicate that respondents are “satisfied “with information and
query service of this branch. And deviation is ±0.740 from mean.
Digar Dev Pandey, MBA-IB, FMS- BHU 2012
Customer Satisfaction with service of Nepal SBI Bank. 73
Scale: 1-Rude/Strongly dissatisfied, 2-Unprofessional/Dissatisfied, 3-Professional/Somewhat Satisfied 4-Helpful/ Satisfied, 5-Friendly/Very Satisfied
How would you generally describe staff in this branch?
Statistics
How do you generally describe staff in this branch?
N Valid 76
Missing 0
Mean 4.2895
Std. Deviation .78001
From above diagram it can be depict that staff of this branch are friendly, helpful and
professional, as 46.05% respondent respond that staffs are friendly, 39.47% helpful and 11.84%
as a professional. But 2.63 % respondent that staff are unprofessional.
The calculated “mean” is 4.289 which means that customer are satisfied with employees of the
branch. Staffs are friendly and helpful and customers are satisfied with staff at this branch. But
standard deviation is 0.78. Which means that volatility is of respondent is ±0.78 from mean
value. Digar Dev Pandey, MBA-IB, FMS- BHU 2012
Customer Satisfaction with service of Nepal SBI Bank. 74
Scale: 5-Very High/Very satisfied, 4-High/Satisfied, 3-Normal/Somewhat satisfied, 2-Low/Dissatisfied, 1-Very Low/ Strongly Dissatisfied
How would you describe the bank interest in term deposit?
Statistics
How would describe the bank interest in term deposit?
N Valid 76
Missing 0
Mean 3.3684
Std. Deviation .81391
Diagram shows that 44.74% of Customer takes interest on term deposit as a normal rate. But
34.21 % respondent says that interest rate is high and 13.16 % says low. So most of the
customers are somewhat satisfied.
From above table mean is “3.368” that means the bank interest in term deposit is normal. Thus,
respondent are somewhat satisfied with the bank interest in term deposit.
Digar Dev Pandey, MBA-IB, FMS- BHU 2012
Customer Satisfaction with service of Nepal SBI Bank. 75
Scale: 1.yes 2. No
Do you think the bank should provide the cash withdrawal facility from any branches of this bank for free of cost?
From above diagram it is clear that 90.8 % respondent responds that bank should provide the cash withdrawal facility from any branch of this bank for free of cost. And 5.48% customer says that bank should not provide such facilities.
Most of the customer wants free any branch banking service. With the advancement in banking
technology major bank and financial institute are providing free any branch banking services to
their customers. Nepal SBI bank Ltd. Has been providing free any branch banking services to its
new customers but old customer are still paying for inter branch services .
Digar Dev Pandey, MBA-IB, FMS- BHU 2012
Customer Satisfaction with service of Nepal SBI Bank. 76
Scale: 5. Highly Satisfies 4. Satisfied 3.Moderately Satisfied 2. Dissatisfied 1. Not at all satisfied
Rate the overall Service Satisfaction:
Statistics
Rate the overall service satisfaction:
N Valid 76
Missing 0
Mean 4.1579
Std. Deviation .58997
Above diagram depict that 67.11% of the respondent respond as they are satisfied with overall
services provided by this branch and 25.00% respond that they are highly satisfied with overall
services provided by branch. Likewise, 6.58% are moderately satisfied and only1.32 % are not
satisfied with the overall services of branch.
The calculated “mean” is 3.157 which indicate that customers are satisfied with overall services
provided by branch. The calculated standard deviation is 0.5899 which means volatility of
customer either may be more then mean by 0.5899 or less then by 0.5899 by mean.
Digar Dev Pandey, MBA-IB, FMS- BHU 2012
Customer Satisfaction with service of Nepal SBI Bank. 77
5. FINDINGS
Major findings
Customer base of the branch have been increased significantly since last few years.
Though loan procedure of bank is normal, respondent respond that interest on loan is
high.
Loan amount is limited to the seventy five percentage of the total valuation of the
property.
NSBL is only bank which provides prepaid visa debit cards such as bharat yatra card
demonstrated in Indian currency and bishwa yatra card demonstrated in US Dollar.
Delivery of visa debit card is too late. (45 days)
Most of the respondent customer wants free cash withdrawal facility from any branch of
the bank for free of cost.
Most of the customers are satisfied with various services provided by bank except
interest on loan and charges on bank statement and renewal of cards.
Overall service of branch is seems to be satisfied.
Digar Dev Pandey, MBA-IB, FMS- BHU 2012
Customer Satisfaction with service of Nepal SBI Bank. 78
6. SUGGESTIONS
Morning and evening banking facilities should be provided.
Delivery of Visa debit card should be made faster as soon as possible.
Bank should provide cash withdrawal facility form any branches of bank for free of cost.
Compulsion of introducer for account opening process should be removed or replaced by
other alternatives.
Tellers should given more transaction limit without any approval from operation in
charge.
Digar Dev Pandey, MBA-IB, FMS- BHU 2012
Customer Satisfaction with service of Nepal SBI Bank. 79
7. LIMITATIONS
As internship was to be completed within limited time period, it was impossible to know
about all activities of organization in detail.
The analysis of project was based on observations and interpretation on the basis of
sample survey. And my individual understanding and knowledge gained during
internship period.
Due to the organizational policy of maintaining some material and information
confidential, I was unable to analyze the various critical facts and issues.
Since my project is consigned to only one topic all the learning and collected
information cannot be presented in this report.
Though data were collected without any bias, the study May not be representative
enough because of the small sample.
Another limitation could be lack of knowledge. Being a student I undertake this project
as a learning experience. I have tried my best to be as authentic and as accurate as
possible in the research analysis taking the help of my project mentor on relevant
primary and secondary data.
Digar Dev Pandey, MBA-IB, FMS- BHU 2012
Customer Satisfaction with service of Nepal SBI Bank. 80
8. CONCLUSION
The number of commercial banks is increasing in Nepal due to the attractive market opportunity
available in the country, especially after the advent of democracy. Nowadays, the performance of
these commercial banks has come under question in terms of customer satisfaction. New players
are coming who will necessarily intensify the competition. New products and new schemes are
being offered by the banks. To enjoy good share in market and profit almost all banks small and
big banks are adopting latest technologies to provide excellent services to their customers.
Though they have adopted new technologies but not been able to satisfy their customers. The
reason behind, they have not been able to deliver services according to needs and wants of
customers. And those banks who could not deliver better services to its customers they wouldn’t
survive in this competitive market.
With the commitment of “FIRST IN CUSTOMER SATISFACTION”, Nepal SBI bank ltd. is
able to cater their services effectively to its customer. Customer base of the Bank has being
increasing significantly since last few years. Bank has continues focus on delivering services as
per the need and demand of the people. NSBL has been tremendously out performing from the
day of its inceptions and much more focused and aware about the needs of its customers and the
potential customers.
Although banks are much more focused about the needs of customers there are some loopholes
that should be taken in to consideration. If they look into the loopholes they can excel their
service which can be an edge for them to compete in this competitive market. There are many
ways to improve customer satisfaction. Some strategies are: building relationships with
customers, superior customer service, unconditional guarantees, efficient complaint handling.
Customer satisfaction leads to competitive advantage in market place by differentiation, product
quality, speed, unified corporate purpose etc.
Digar Dev Pandey, MBA-IB, FMS- BHU 2012
Customer Satisfaction with service of Nepal SBI Bank. 81
9. LEARNING FROM SUMMER TRAINING
During the internship of eight weeks, I came to realize the following things
One should not only know to attract a customer but also should be able to retain them.
Importance of the time management and the need of the communication skills are very
much needed.
The customers are the main drivers of any financial institutions, they should be pleased
by offering the quality services which are basically depends on the quick service and the
pleasing personality of the staffs.
Behavioral issues are most important inside the organization. Customer feel satisfied
when they are behaved properly the misbehavior of any personnel of organizations
adversely affects the organizational image.
One should always try to find out what is going inside the customer’s mind and behave
according to the situation.
Readiness to work and showing and ‘never say no’ attitude are the keys towards success.
Theoretical and practical knowledge are different things but one who has strong
theoretical knowledge and great practical skills of performing work become very much
successful in future.
The corporate working environment is competitive so to get success one has to become
best among the goods.
Digar Dev Pandey, MBA-IB, FMS- BHU 2012
Customer Satisfaction with service of Nepal SBI Bank. 82
10. REFERENCES
Kothari, C.R., Research Methodology, New Delhi, New Age International pvt. Ltd, 2004
www.nepalsbibank.com.np
www.nrb.org.np
www.wikipedia.com
www.google.com
Digar Dev Pandey, MBA-IB, FMS- BHU 2012
Customer Satisfaction with service of Nepal SBI Bank. 83
11. ANNEXURE
Questionnaire
I am Digar Dev Pandey an MBA-IB student from FMS, BHU, Varanasi. As a part of my curriculum,
as a summer trainee I am doing a research on “Customer Satisfaction with Service of Nepal SBI Bank
Ltd. Patan Branch, Kathmandu Nepal.” For understanding the details your valuable inputs will be of
great help. The information provided will be analysed for academic purpose and will be kept confidential.
I) What type of account do you maintain in this branch?
a. Saving account b. Current account c. Saving & Current account
2) How long have you been a customer with bank (Branch)?
a. < 6 months b. 6 months – 1 year c. 1 year- 2year d. > 2 years
3) How do you rank the procedure of a/c opening of the bank?
a. Very easy b. Easy c. Normal d. Difficult e. Very difficult
4) Do you agree that, maintaining minimum balance is reasonable and not high in this bank?
a. Strongly agree b. Agree c. somewhat agree d. Disagree e. Strongly disagree
5) How you rate the loan procedure of this bank?
a. Very good b. Good, c. Normal, d. Poor e. Very poor
6) How would you describe the bank interest on loans?
Digar Dev Pandey, MBA-IB, FMS- BHU 2012
Questionnaire
Customer Satisfaction with service of Nepal SBI Bank. 84
a. Very high b. High c. Normal d. Low e. Very low
7) How would you describe the bank charges in following services?
a) Inter branch Cash deposits and Withdrawal
1- Too expensive 2-Expensive 3- Normal 4-Fair 5-Good
b) Charge on bank statement and Renew of Cards
1- Too expensive 2-Expensive 3- Normal 4-Fair 5-Good
8) Do you always get prompt services whenever you visit branch?
a. Always b. Often c. Sometimes d. Rarely e. Never
9) Rate the following of this branch using
a) Teller services
1-Excellent 2-Good 3-Normal 4-Poor 5- Very poor.
b) Information & customer query services
1-Excellent 2-Good 3-Normal 4-Poor 5- Very poor.
10) How would you generally describe staff in this branch?
a. Friendly b. Helpful c. Professional d. Unprofessional e. Rude
11) How would you describe the bank interest in term deposit?
a. Very high b. High c. Normal d. Low e. Very low.
12) Do you think the bank should provide the cash withdrawal facility from any branches of this bank for free of cost?
a. Yes b. No Digar Dev Pandey, MBA-IB, FMS- BHU 2012
Customer Satisfaction with service of Nepal SBI Bank. 85
13) Any suggestion you feel worth mentioning to excel the services of Nepal SBI Bank, Patan branch.
……………………………………...............................................................................................
……………………………………………………………………………………………………
……………………………………………………………………………………………………
14) Rate the overall Service Satisfaction:
1-Highly Satisfies 2-Satisfied 3-Moderately Satisfied 4-dissatisfied 5- Not at all satisfied
Personal Detail
NAME : --------------------------------------------------------------------------------------------------------
ADDRESS : ----------------------------- -----------------------------TEL:--------------------------------------------
AGE GROUP : 18-29 30-39 40-49 50+
GENDER : Male Female
OCCUPATION: Business Professionals Students Housewife Employee Farmer
ANNUAL INCOME:
< Rs.100, 000 Rs.100,000-Rs.300,000 Rs.300,000-Rs.500,000 > Rs. 500,000
Thank you for your Co-operation.
Digar Dev Pandey, MBA-IB, FMS- BHU 2012