A Study Of Customer Service Of Prabhu Bank Limited Nepal


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A Study Of Customer Service Of Prabhu Bank Limited Nepal (Final Project Report)

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Prabhu bank limited operated with a goal of becoming the best bank operational excellence and superior financial performance. Prabhu bank, a commercial bank formed through merger of kist bank, prabhu bikas bank, gaurishankar development bank and zenith finance, started its commercial operation from september 14, 2014. The four financial institutions started joint operation based on final merger approval extended by nepal rastra bank (central bank of nepal) in august.

It is public limited company incorporated under the Bank and Financial Institution Act, 2006 and Companies Act, 2006. It is licensed under NRB to undertake the commercial banking services and merchant banking activities in the country. The bank has a paid-up capital of Rupees 3.21 billion, is the sixth largest commercial bank in terms of capital. The bank’s capital base has gone up following the merger. Its hold deposits of around Rs 32 billion and maintains credit portfolio of Rs 23.78 billion. The shares of the bank are listed at Nepal Stock Exchange Limited (NEPSE), the only exchange in the country, as ‘A’ category share.

It has 112 branch offices, 108 ATM kiosks, 631,000 clients and 1,135 staff members. It stands for customer’s convenience and support. It is driven by values of efficiency in operation, integrity and a strong focus on catering the needs of every customer by offering high quality and cost effective products and services. The professional

management team along with dedicated employees is always looking forward to serve the customers, understand their needs and design tailored products. The bank operates in highly automated environment in terms of information technologies and communication systems.

Thus, enabling prompt quality services it has put substantial efforts and investments in acquiring the best technologies are available to build necessary banking infrastructures.

              Mission/ Vision and Aims

Mission statement

Our mission is to become a leading bank by providing best quality financial products and services to our customers, enhancing shareholders value, contributing to the economic prosperity of the country and creating excellent growth opportunity for our employees.

Vision statement

Our vision is to become the best bank based on operational excellence and superior financial performance.


Prabhu Bank was incorporated with the following main aims and objectives:

Properly mobilizing the available talent, labor and capital for the establishment, development, expansion and diversification of productive and employment oriented business in the rural as well as cities and towns. Similarly, providing necessary financial resources, technical and management consultancy, technology and training for the same and thereby actively contributing towards the alleviation of poverty in the country are on its

Providing quality and reliable financial services to the general public by protecting the rights and interest of the depositors and shareholders is another objective it carries. Mobilizing the financial resources from company’s internal as well as from external sources from the establishment. Development, expansion and diversification of agriculture, industry, service, business and other commercially viable projects in the country and thereby helping the economical development of the country. Acting as financial resources spread all over the country and mobilizing the same for the economic development of the country through fair competition. It also aims on providing technologically innovative services to its customers.


  1. CHAPTER 1
      1. Introduction of Prabhu Bank
      2. Mission/ Vision and Aims
      3. Organizational strategies
      4. Major services provided by Prabhu
      5. Functions of Prabhu Bank
      6. Goals and Objectives of Internship
      7. Customer Service Department
  2. CHAPTER 2
    1. Review of Literature
    2. Background of the study
    3. Objectives of the study
    4. Limitation of the Study
    5. Meaning of Bank
    6. History of Bank
    7. Development of banking industry in Nepal
  3. CHAPTER 3
    1. Database and Methodology
    2. Definition
    3. Primary Data
    4. Secondary Data
  4. CHAPTER 4
    1. Data Analysis and Interpretation
  5. CHAPTER 5
      1. Background of Internship
      2. Internship Activities
      3. SWOT Analysis
      4. Problem Faced during Internship
      5. Problem Solved in Internship
  6. CHAPTER 6
    1. Conclusion and Summary
    2. Conclusion
    3. Summary
    4. Recommendations
    5. Bibliography
    6. Appendix
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A Study Of Customer Service Of Prabhu Bank Limited Nepal

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Indian Institute of Computer Application (IITCA)

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Roop Chandra




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