CHAPTER:-1

INTRODUCTION

Page 1

1.1 Concept and context of the study:

1. Introduction Customer service has great significance in the banking industry. The
banking system in Nepal today has perhaps the largest outreach for delivery of
financial services and is also serving as an important conduit for delivery of financial
services. While the coverage has been expanding day by day, the quality and content
of dispensation of customer service has come under tremendous pressure mainly
owing to the failure to handle the soaring demands and expectations of the customers.
The vast network of branches spread over the entire country with millions of
customers, a complex variety of products and services offered, the varied institutional
framework all these add to the enormity and complexity of banking operations in
Nepal giving rise to complaints for deficiencies in services. This is evidenced by a
series of studies conducted by various committees to bring in improvement in
performance and procedure involved in the dispensation of hassle-free customer
service. NRB, as the regulator of the banking sector, has been actively engaged from
the very beginning in the review, examination and evaluation of customer service in
banks. It has constantly brought into sharp focus the inadequacy in banking services
available to the common person and the need to benchmark the current level of
service, review the progress periodically, enhance the timeliness and quality,
rationalize the processes taking into account technological developments, and suggest
appropriate incentives to facilitate change on an ongoing basis through
instructions/guidelines. Depositors' interest forms the focal point of the regulatory
framework for banking in Nepal. There is a widespread feeling that the customer does
not get satisfactory service even after demanding it and there has been a total
disenfranchisement of the depositor. There is, therefore, a need to reverse this trend
and start a process of empowering the depositor. Broadly, a customer can be defined
as a user or a potential user of bank services. So defined, a Customer may include
A person or entity that maintains an account and/or has a business relationship with
the bank;
One on whose behalf the account is maintained (i.e. the beneficial owner);
Beneficiaries of transactions conducted by professional intermediaries, such as
Stock Brokers, Chartered Accountants, Solicitors, etc., as permitted under the law, and

Page 2

 Any person or entity connected with a financial transaction which can pose
significant reputational or other risks to the bank, say, a wire transfer or issue of a high
value demand draft as a single transaction.
1.1 General Policy for general management of the branches Banks' systems should be
oriented towards providing better customer service and they should periodically study
their systems and their impact on customer service. Banks should have a Board
approved policy for general management of the branches which may include the
following aspects:(a) Providing infrastructure facilities by branches by bestowing particular attention to
providing adequate space, proper furniture, drinking water facilities, with specific
emphasis on pensioners, senior citizens, disabled persons, etc.
(b) Providing entirely separate enquiry counters at their large / bigger branches in
addition to a regular reception counter.
(c) Displaying indicator boards at all the counters in English, Nepali as well as in the
concerned regional language. Business posters at semi-urban and rural branches of
banks should also be in the concerned regional languages.
(d) Posting roving officials to ensure employees' response to customers and for
helping out customers in putting in their transactions.
(e) Providing customers with booklets consisting of all details of service and facilities
available at the bank in Nepali, English and the concerned regional languages.
(f) Use of Nepali and regional languages in transacting business by banks with
customers, including communications to customers.
(g) Reviewing and improving upon the existing security system in branches so as to
instil confidence amongst the employees and the public.
(h) Wearing on person an identification badge displaying photo and name thereon by
the employees.
(i) Periodic change of desk and entrustment of elementary supervisory jobs.
(j) Training of staff in line with customer service orientation. Adopting innovative

Page 3

ways of training / delivery ranging from job cards to roving faculty to video
conferencing.
(k) Visit by senior officials from Controlling Offices and Head Office to branches at
periodical intervals for on the spot study of the quality of service rendered by the
branches.
(l) Rewarding the best branches from customer service point of view by annual
awards/running shield.
(m) Customer service audit, Customer surveys.
(n) Holding Customer relation programmes and periodical meetings to interact with
different cross sections of customers for identifying action points to upgrade the
customer service with customers.
(o) Clearly establishing a New Product and Services Approval Process which should
require approval by the Board especially on issues which compromise the rights of the
Common Person.
(p) Appointing Quality Assurance Officers who will ensure that the intent of policy is
translated into the content and its eventual translation into proper procedures.

Page 4

CHAPTER:-2
COMPANY PROFILE

2.1Background of the Industry

In general, bank refers to a financial institution that deals with the monetary
transaction. It collects money from surplus units and lends it to the deficit units or
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from those who have it to those who wants it for productive purpose. In other words,
bank means an institution that accepts deposits in different accounts and provides
loans of different types. Bank then mobilise their deposits in providing the loan
facility to the general public, business houses, industries, agriculture and some other
needy sectors by charging interest. In this way the main objective of the bank is to
mobilise the resources which is idle in the productive area after collecting from
different scattered sources.

But in todays world, a bank has moved beyond depositing and lending monies, and
has started to perform a variety of functions. The definition of a bank has changed
drastically. Banks have now developed the product line involving various standard
and tailored financial products. There are many types of banks at present, which do
not accept deposits. The earlier definition of accepting deposit and lending loans
relates mainly to commercial banks. Now, Banks offer many different services like
discounting bills, allowing an overdraft, remitting funds, issuing LC, advising agent,
referencing customer, safeguarding assets, hire purchase, leasing etc.
Banking sector in any economy plays an important role in helping the economy to
grow. We simply cant imagine of industrialist and entrepreneurs making huge
investment in various sectors without a bank supporting their endeavor. Thus a bank
proves to be an essential part to the growth of every spheres of the economy, whether
it is service, trade, industry, agriculture or finance and commerce. The bank has been
defined by different people and institutions in different ways. Some of the important
definitions are:According to the World Bank, Banks are financial institutions that accept funds in
the form of deposits and is payable on demand or in short notice.

The definition of Peter S. Rose says, Bank is the financial intermediary which accepts
the deposits and grants loans; also offers widest menu of services of any financial
institutions.

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During the last three centuries different types of banks have evolved which differ in
their orientation and the function they perform. Each type usually specializes in a
particular kind of business. Thus one type of bank can easily be distinguished with
another by the type of function they perform. Some of the major types of banks are;
commercial banks, central banks, exchange banks, industrial Banks, agricultural and
co-operative banks, saving banks, merchant banks etc.

Banks offers a wide range of services to their customers. Primary services of bank
include accepting deposits, disbursing loans and investing in government securities.
Beside these banks provides different agency services such as collection of credit
instruments, income receiving and payments, purchase and sale of securities, trustee
and attorney, remittance of money, tax consultant, dealing of foreign exchange, issue
of guarantee and LC, underwriting services etc. recently banks have developed other
more services in order to provide more convenience to the customer. Such services are
granting consumer loans service, financial advisory services, cash management
services, equipment leasing services, making venture capital loans services, selling
retirements plans, security brokerage, merchant banking services etc. A sound
banking system mobilizes the small and scattered saving of community, and makes
them available for investment in productive sector. In this connection, the banks
perform two important functions:
They mobilize deposits by offering attractive rate of interest, thus
converting saving, which otherwise would have remained inert, into
active capital.
They distribute these savings through loans among enterprises which
are connected with economic development. In this way, they promote
the developing of agriculture, trade and industry.

2.2 Evolution of Banking Sector in Nepal

During the Prime-minister ship of Ranoddip Singh Tejarath Adda came into
existence. The main rational behind its establishment was to provide money for the
lending opportunity to the government employees and general public. However,
deposit facility was not offered in Tejarath Adda. Nepal's first commercial bank, the
Page 7

Nepal Bank Limited, was established in 1937. Rastriya Banijya Bank (National
Commercial Bank), a state-owned commercial bank, was established in 1966. The
Co-operative Bank, which became the Agricultural Development Bank in 1967, was
the main source of financing for small agribusinesses and cooperatives. The
Agricultural Development Bank also served as the government's implementing
Regency for small farmers' group development projects assisted by the Asian
Development Bank and financed by the United Nations Development Program.
Since the 1960s, both commercial and specialized banks have expanded. 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, 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. Nepal Industrial
Development Corporation (earlier established as Industrial Development Centre in
2013 was later converted into NIDC in 2016) and Agriculture Development Bank
(2024 BS) was established to facilitate development activities.
Nepal has adhered the doctrine of globalization, liberation, privatization and free
market economic policy by opening the avenues of investment private sector and FDI.
Due to this reasons, the momentum of growth of banking sector mainly picked up
substantially.
Currently in Nepal, there are 29 Commercial Banks, 78 Development Banks, 79
Finance Companies and 18 Micro Credit Development Banks, 16 saving and Credit
cooperative and 45 NGOs licensed by NRB.

2.3 Types of Banks in Nepal

Central Bank
Commercial Banks
Industrial Banks
Development Banks

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 Foreign exchange Banks

2.4 PROFILE OF THE BANK

Sunrise Bank was established in Nepal on the 12th of October 2007. The bank was
founded by reputed entrepreneurs, and it understands the needs of a growing
economy. The bank was started with a mission of continuous offering of tailor made
banking services to all levels of society with no constraint on time, location, size of
transaction and all aspirations. The objectives of the bank are to continuously expand
Banks operation in systematic manner, to become a major innovative Bank and
provide top of the lines services, to build an HR team that continuously supplements
the growth of the organization and to be vigilant to the evolving economy and align
their operations accordingly.

The authorized capital of the bank is Rs. 5,000 million, paid-up capital Rs. 2,460
million. Sunrise Bank is more than just a bank, it is a friend to understand, evaluate
and invest in your dreams and aspirations, a friend who will safeguard your savings
and give you the best value for it and it does not limit its success just to its profit
margin but finds success in customers friendship. It is one of the leading commercial
banks in Nepal with its branches throughout the country. It has its 31 branches outside
the Kathmandu valley and 23 branches within the valley at different locations. It also
has its ATMs installed at various locations throughout the country and through these
branches and ATMs, it has been providing services to the customers with ease and
their convenience.

2.5 Ownership structure of Sunrise Bank

Page 9

Capital Structure

49%

51%

Promoter Shares
Public Shares

Figure 2: Ownership Structure of SUNRISE

2.6 Products and Services
2.6.1 Deposits
At Sunrise Bank, our dear depositors enjoy a good return on their deposits,
convenience of modern banking technology and the comfort of our financial
reliability, without compromising on any of them. Sunrise offers an array of deposit
products which provides interest rates quite competitive among the banks of its class.
Equipped with several distribution channels like cards, internet banking, largest
Network of branches and ATMs and Extended banking counters, Sunrise offers its
depositors the freedom of '24 hours a day, 365 days a year' access to their deposit
accounts and an incredibly convenient banking experience. Besides the regular
deposit accounts like current, savings and fixed term deposits in local currency as well
as in a range of other major foreign currencies,
Sunrise also offers many other special deposit schemes.
a) SUNRISE PAYROLL SAVINGS ACCOUNT
Sunrise Payroll Savings Account aims to provide the financial services to the salaried
staffs and shall facilitate to overcome the traditional way of distributing the salary of

Page 10

employees framed in the most safest and convenient ways. We provide 3.25% interest
rate on quarterly basis, minimum balance required to maintain is NRP 100

b) SUNRISE SENIOR CITIZEN SAVINGS

Sunrise Senior Citizen Deposit is meant for those individual customers of 50 years or
and above. This product is an endeavor by the Bank to understand the senior citizen's
need and facilitate them with banking services and facilities to suit their requirements.
With no limitation in deposit and withdrawals, the product provides emphasis on
personalized services to the customers. Interest rate @ 3.5%, minimum balance
required to maintain is NRP 2500

c) PINK BACHAT KHATA

Sunrise Pink Bachat Account (SrPBA) targets women customers taking into account
their unique banking habits that may help them increase their access to productive
resources. Interest rate @ 2.25%, minimum balance required to maintain is NRP 100

d) SUNRISE FAT SAVINGS

Sunrise Fat Savings Deposit offers highest interest rates. The product targets interest
sensitive customers who also give priority to attractive features that come along with
the product. Interest rate @ 2.75%, minimum balance required to maintain is NRP
10,000
e) SUNRISE SUPER SAVING
Sunrise Super Savings Account is a product targeted to customers with high account
turnover. Interest rate @ 1.75%, minimum balance required to maintain is NRP 2500
f) SUNRISE EXCLUSIVE BACHHAT KHATA
Sunrise Exclusive Bachhat Khata- a special savings deposit product has been
designed to cater to the needs of Exclusive clients. The product addresses the needs of

Page 11

those clients who wish to have comparatively higher interest rates in any of the
Savings Products. Interest rate @ 2.5%, minimum balance required to maintain is
NRP 5,000

g) SUNRISE KRISHI KARJA SAVING ACCOUNT

Sunrise Krishi Karja Savings Account is basically for lower and middle class
individuals engaged in agricultural occupation. Interest rate @ 3%, minimum balance
required to maintain is NRP 1,000

h) SUNRISE BAL BACHAT KOSH

Sunrise Bal Bachat Savings Account enables parents who wish to deposit amount in
their children's account that could be useful later in their life such as to meet
educational expenses and others. As children grow older and reach age of 16, the
deposited amount is allowed to withdraw. The product inculcates saving habits among
children. Interest rate @ 2%, minimum balance required to maintain is NRP 100

i) SUNRISE DISABILITY SAVING ACCOUNT

Sunrise Disability Account is targeted to such a group of customers who are
physically impaired and or handicapped. The product is newest of its kinds in the
entire Banking industry. Interest rate @ 3.25%, minimum balance required to
maintain is NRP 100
j) SUNRISE SHARE DHANI KHATA
Sunrise Share Dhani Khata is developed for shareholders of Sunrise Bank Limited
targeting the share applicants of the bank who have been allotted shares in the Initial
Public Offering of the Bank. This product also covers those shareholders who
purchase shares from secondary market and become shareholder of the bank. Interest
rate @ 2.25%, minimum balance required to maintain is NRP 1000

Page 12

k) SUNRISE SHARE LAGAANI KHATA

Sunrise Bank's Share Lagani Khata is targeted to the section of general public that
seek to invest in shares of Sunrise Bank Limited or any other Banks licensed by Nepal
Rastra Bank. Interest rate @ 2%, minimum balance required to maintain is NRP 1000

l) SURYODAYA REMIT BACHAT KHATA

Suryodaya Remittance Bachat Khatta has been designed to solicit deposit accounts of
the Nepalese working abroad. Interest rate @ 2%, minimum balance required to
maintain is NRP 100

m) USD SAVINGS ACCOUNT

Sunrise Bank Limited has introduced the foreign currency deposit feature to cater to
the niche market of foreign workers currently working in Nepal, Nepalese involved
with foreign trade, Nepalese working for foreign organisations.
Criteria for account opening:
Authority from Nepal Rastra Bank to open a foreign currency account
Business/income in foreign currency supported by relevant documents
Minimum balance requirement of USD 10.00

n) EUR SAVINGS ACCOUNT

Sunrise Bank Limited has introduced the foreign currency deposit feature to cater to
the niche market of foreign workers currently working in Nepal, Nepalese involved
with foreign trade, Nepalese working for foreign organisations.

Criteria for account opening:

Authority from Nepal Rastra Bank to open a foreign currency account
Page 13

Business/income in foreign currency supported by relevant documents

Minimum balance requirement of EUR 10.00

o) GBP SAVINGS ACCOUNT

Sunrise Bank Limited has introduced the foreign currency deposit feature to cater to
the niche market of foreign workers currently working in Nepal, Nepalese involved
with foreign trade, Nepalese working for foreign organisations.
Criteria for account opening:
Authority from Nepal Rastra Bank to open a foreign currency account
Business/income in foreign currency supported by relevant documents
Minimum balance requirement of GBP 10.00

FIXED DEPOSITS
Fixed Deposit Accounts are designed for individual and corporate houses who qualify
for interest earning on the idle funds for a period of time. Fixed Deposit Accounts are
opened for a fixed period of time. Fixed Accounts provide the depositors with
competitive interest at the rates agreed upon the time of opening the deposit.
Fixed Deposit Product
Product Type

Minimum Balance

Int. Rate
(% p.a.)

A) Individual
FD - 6 Months
FD - 1 Year

4.00
-

4.50

FD - 18 Months and above

4.75

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Interest Payable On Quarterly Basis.

B) Institutional
FD - 1 Year

3.50
-

FD - 18 Months and above

3.75

Interest Payable On Quarterly Basis.

2.6.2 Loan
The Sunrise bank Loan Product provides hassle free finance facilities for individuals
and corporate bodies to meet their various needs like development of commercial
complexes, acquisition of residential complexes, commercial properties, repairs and
renovation of residential or commercial property, or to meet business requirements,
etc. by simply mortgaging their idle properties and availing of the needed cash flow.
a) SUNRISE SURKASHIT GHAR KARJA
KEY FEATURES
A home loan product tied up with endowment life insurance policy--this is a unique
loan product being offered to the customers for the first time in the Nepalese banking
sector.
Insurance Partner: Prime Life Insurance Company Limited.
Under this scheme, each borrower will have life insurance policy commensurate with
the loan amount and tenure of the house loan.
Provide life insurance provision to the borrower throughout the loan tenure and
borrower's family need not to bear burden of the loan if any unwanted happen to the
borrower.
Borrower is entitled to capital return in a form of bonus at the time of loan maturity.
Extra Benefit Package (if rider option has been opted)

Page 15

ADB (Accidental Death Benefit) :- In case of accidental death, nominee will get an
extra amount equal to the sum assured or Rs 30,00,000.00 whichever is lower.
TPDPW (Total Permanent Disability Benefit):- In case of permanent disability by an
accident,

premium

will

be

waived

equal

to

the

sum

assured

or Rs

30,00,000.00 whichever is lower for the remaining period after disability. Also
borrower will get Monthly Income Benefit for a maximum period of ten years or
remaining tenure period of policy whichever is lower.
Insurance company will pay full loan amount to the bank on behalf of the borrower
within the loan tenure. Therefore the borrower will bear say interest portion only
making the EMI significantly lower than in normal home loan.
Loan limit: Rs.0.5 million to Rs.10 million
Loan tenure: 10 to 20 years
Eligibility: All Nepali above 21 years of age and below 50 years.
In case of prepayment of the loan, the borrower will have options to surrender to the
policy or continue with it.

b) SUNRISE GHAR KARJA

We offer you Sunrise Ghar Karja to help you achieve your dream of owning your
home. The interest rates are highly competitive and we offer both short and long term
loans as per your requirement duly supported by the customers' income source.

Interest Rate (% p.a.)

Sunrise Ghar Karja upto 10 Million*
Tenure up to 5 years

8.50 - 11.00

Tenure up to 10 years

9.00 - 11.00

Tenure up to 15 years

9.50 - 11.50

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Tenure up to 20 years

10.00 - 13.00

* For loan amount greater than NPR 10 million, 0.50 % higher on all above rates shall
be levied.

c) SUNRISE SAJILO KARJA

Sunrise Sajilo Karja can be disbursed for social, personal, business purposes. This
flexible loan allows the borrower to fulfill all personal financial requirements. We
offer loans in line with the clients' repayment capacity and the usage of the loan.
Interest Rate: 10.50% - 13.50% per annum

d) TERM LOAN
We will finance your requirements to acquire fixed assets or an existing project. This
is a long term loan and is generally available for acquiring or purchasing machinery,
equipment, land and building. The tenure of repayment of the loan is based on the
project's duration and the estimated/ existing cash flow.
Interest Rate (% p.a.)
Corporate
Term Loan

8.00 - 11.00

Other
11.00 - 14.00

e) IMPORT LOAN
We provide import loan to finance domestic and international trade transactions
through letter of credit. We will finance to import your goods in the form of trust
receipt upto a percentage of the total L/C amount as decided by the Management.

Page 17

Annual Int Rate (%)

Corporate

Other

6.00 - 9.50

8.50 - 12.00

f) EXPORT FINANCE
We offer to finance various export requirements such as pre-shipment loan and postshipment loan, documents negotiation / documentary bill purchase etc.
Annual Int Rate (%)
Corporate

Other

6.50 - 10.00

8.00 - 12.00

g) KRISHI KARJA
Sunrise Krishi Karja is one of its kinds in banking fraternity targeted mainly to lower
and middle class individuals engaged in agricultural occupation, based on agro
trading/ industries and other related to agricultural sectors.
Product Name : Sunrise Krishi Karja
Interest Rates: 12.00 - 14.00 % (p.a)
Date of Launch: 17-06-2012

h) SUNRISE SME LOAN

With the aim of meeting the financial ambitions of small and medium businesses, we
offer Sunrise SME loans to meet the working capital as well as fixed term
requirement

of

the

Page 18

applicant.

Annual Int Rate

(%)
9.00-13.00

i) SUNRISE GOLD LOAN

Individuals and Institutions may conveniently get loan against Gold for any purpose.
Within the scope of above-mentioned products, we also offer customized products and
facilities in match your business needs.
Annual Interest Rate (%)
12.50-14.50

2.6.3 Remittance Products

Sunrise Bank offers a number of remittance products to cater the customer needs for
transferring their money in and out of the country.
a) SWIFT transfers: Through the SWIFT transfer mechanism, funds can be
transferred to virtually anywhere in the world. Likewise funds can also be received
into the customers accounts with us from virtually any bank in the world. SWIFT
stands for Society for Worldwide Interbank Financial Telecommunication System,
which is a reliable communication network speeding up fund transfer and other
financial messages.

b) Traveler's Cheques: Instead of carrying cash, a lot of people prefer to carry

traveler's cheques for safety reason, while they travel. Sunrise Bank purchases and
issues Traveler's Cheques at competitive prices.

Page 19

c) Demand Drafts: To meet the customers need for sending demand drafts, Sunrise
Bank uses its network of its correspondent banks located all over the world.

d) Anywhere Branch Banking: The online connectivity of all our outlets makes it
possible to remit funds domestically to and from any of the branches located
throughout the kingdom.

2.6.4 Cards Products

1. SUNRISE VISA DEBIT CARD

Sunrise Bank brings you a world of convenience by offering Sunrise Visa Debit Cards
Sunrise Visa Debit Card Domestic (Valid in Nepal and India only)
Sunrise Visa Debit Card International
Sunrise Visa Debit Card Domestic (Valid in Nepal and India only)

Customers can now apply for Sunrise Visa Debit Cards Domestic from any of our
branches. This card can be used in any of the Visa ATMs and Visa Merchant locations,
both in Nepal and India.
Features:

Valid in Nepal and India only

Widely Acceptable and Secure
Signature based Debit Card. PIN entry required only in ATMs
Supplementary Card can be issued to your spouse, children or parents.

2. Sunrise Visa Debit Card International

Customers can now apply for Sunrise Visa Debit Cards International from any of
our branches. This card can be used in any of the Visa ATMs and Visa Merchant
locations worldwide.

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Customer applying for Sunrise Visa Debit Card International must meet any of the
below criteria:
Must have convertible foreign currency account in any of our branches
Valid Visa and Confirmed Air Ticket for travelling abroad
Nepal Rastra Bank permit for foreign currency for travelling abroad
Features:
Valid Worldwide
Widely Acceptable and Secure
Signature based Debit Card. PIN entry required only in ATMs

2.6.5 SUNRISE M-BANKING

How easy your life would be when you can bank without going to your bank. Make
enquiries for your bank balance, or transfer funds to any accounts; pay your utility
bills, recharge your mobile phones and much more just by a click from your Mobile
Phone.
Sunrise Bank presents M-Banking to our valued Customers. Please download the MBanking App for FREE to enjoy the benefit of M-Banking services.

2.6.6 LOCKER
Sunrise Safe Deposit Locker is facility furnished to the individual and institutional
customers who prefer to safe deposit precious gems & jewelries and important
documents to evade the probability of increasing theft, burglary and fire. The Safe
Deposit Locker has been the first choice for the safest custody of the valuable goods
with flexibility of time to store and take away when required. The Bank has varied
sizes of Safe Deposit Locker to select from. Lockers facility can be availed from
selective Branches of the Bank.

Page 21

2.6.7 INTERNET BANKING

Internet banking service connects you safely to your bank account anytime, anywhere.
You may perform banking transactions electronically without visiting the bank
premises. Sunrise online banking inhabits many of the banking activities which
previously that could only be performed by visiting the bank.
We provide following Internet banking facilities:

Balance Enquiry
Statement
Interest Statement
Fund Transfer to Other Account
Fund Transfer to E-sewa
Utility Payment [NTC | Ncell]

2.6.8 SURYODAYA REMIT

About Suryodaya Remit :
SURYODAYA REMIT - is a web-based online money transfer product of the Bank
designed to facilitate transfer of funds by Nepalese expatriates working / living in
foreign countries as well as for Domestic Transfer of funds. SURYODAYA REMIT is
secured by means of VeriSign and Digital Certificates mapped to each user separately.
It is fast, affordable and secure.
Remittance Business arrangement with more than twelve Exchange Companies from
eleven different countries for international remittance business and a huge network of
more than 1100 payout locations spread across the country for disbursement of
remittance payments are some of the prominent achievement made by the bank during
a short span of time.
- Anywhere (Any branch or agent) payment System
- Ability to provide a secured and reliable means of remittance information
- Wider coverage network
- Fast and convenient with minimum charge

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- Direct Credit to Beneficiarys Account maintained with SrBL and all commercial
- Bank of Nepal
- AML and KYC compliant features

2.7 Vision Statement

YOU AND US........ TOGETHER WE CAN BUILD

2.8 Mission Statement

ESTABLISH SUNRISE BANK AS A LEAD BANK IN ALL PLACES OF OUR
BRANCH LOCATIONS & NATIONWIDE.

2.9 Objective
To continuously expand Bank's operation in systematic manner
To become a major innovative Bank and provide top of the line services
To build an HR team that continuously supplements the growth of the
organization
To be vigilant to the evolving economy and align our operations accordingly

2.10 ORGANISATIONAL STRUCTURE

Figure 1:Organizational Structure

Page 23

Page 24

CHAPTER:- 3
RESEARCH METHODOLOGY

RESEARCH METHODOLOGY
Research Methodology is a tool to systematically solve the research problem. It may
be understood as a science of studying how research is done scientifically. Why a
Page 25

research study has been undertaken, how the research problem has been collected and
particular method has been adopted. Why particular technique of analyzing data has
been used and a host of similar other questions are usually answered when we talk of
research methodology concerning a research problem or study.
A research design serves as bridge between what has been established the research
objectives) and what is to be done, in the conduct of study.
With a view to attain the overall objectives of the research, the research has been
carried out using the Research Design, Nature and Sources of Data, Data Collection
Procedure and Tools and Technique of Analysis. The research methodology used in
the present study is briefly mentioned below.

3.1

Research Design

As a student of finance, to convert my theoretical knowledge into practical field,

intern preference would be a financial institution especially a bank.
Firstly, I dropped an application at Sunrise Bank, Birgunj branch and luckily got to be
a part of sunrise bank ltd and got opportunity to be placed in different departments
including branch office Birgunj for 100 days.

3.2

SOURCES OF DATA COLLECTION

Basically, two sources of data had been used. Those were:

a) Primary Data
Primary data are those collected by the researcher on the concerned topic, which are
original in nature. While studying about the remittance business, we came across
primary data from different sources like from different authentic sources like:

Direct In depth interviews with staffs of Credit Dept. of Sunrise

Bank,

Telephonic responses from other banks

Opinion of different people

Page 26

b) Secondary Data
Secondary data are those collected by the researcher on the concerned topic which are
not original in nature or are originally collected for some other purposes.
Secondary data are those collected by the researcher on the concerned topic which are
not original in nature or are originally collected for some other purposes. The main
sources of the secondary data were. Different types of secondary data have been
collected from different aspects. The main sources of the secondary data are as
follows:

Annual reports

Journals

Internet

Different journals and business magazines etc.

Old research by bank relating to the topic

Banks website

Circulars Bank publications

Detail of primary and secondary data used in the report can be summarized in the
following table which gives brief idea from where data are being collected and about
the source of it .So authenticity of data can also be predicted by analyzing the source.
With the help of primary and secondary data analysis are carried out. So we can
consider it as heart of any research. But we must carefully decide the sources of
primary and secondary data according to the type of research conducted. So this is the
most important step of the research where researcher spends most of the time as the
correctness of research depends on this. So researchers do a lot of homework before
finally coming to conclusion about the sources of primary and secondary data to be
selected for the research.
Various primary and secondary data sources for our research are explained with the
help of the following table
Table 1: Sources of Information

Page 27

Internal Sources

Primary Sources

Secondary Sources

Unstructured interview with

Brochures

the

Policy Manuals

Five year annual reports

SUNRISE Bank related articles

staffs

of

credit

External

department

Direct Interview

Telephonic Response

published in different newspapers

and magazines.

Literatures, lectures ,articles on

Non performing assets
NRB directives

Sources

AREA OF OPERATION AT CSD (The department I was deployed on)

Introduction to CSD

Customer Service Department is primary level department that generally deals with
the customers directly. The department is often called as information desk as
customers first contact in this department for their queries and the department being
responsible for providing the surface level assistance to the customers. Therefore it is
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the first and the most important place for the organization especially in the banking
area because it is the place where a customer is convinced to invest their savings in
the organization.

Service provided by CSD

The following activities and services are provided by the intern during the internship
program.
1. Account Opening:
Accounts are opened in the form of personal and corporate account. The various
forms of personal account are saving account, current account and fixed deposit
account. Various schemes are available according to the saving need of the customers.
The intern performed the following functions:

Providing the application form

Providing the information on minimum balance requirement and the interest

rate along with facilities of each deposit schemes.

Verifying the attached documents

Preparing the voucher for deposit

Filling the KYC ( Know Your Customer) form

Handing the documents to the authorized personnel

Making the Xerox copy of citizenship certificate or any other identity card.

2. Issue Cheque Book

Cheque book is issued to the current and saving account holders. General condition
applied for issuance of cheque book as:
When a new account is opened.
When existing account holder request for cheque book.
Sunrise Bank, Birgunj Branch provides free cheque book to the account holders in
different accounts. Cheque book is issued after the signature verification by the
authorized staff.

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3. Issuance of ATM cards

The ATM cards of Sunrise Bank are prepared by the Card Centre, so it takes about a
week for delivery to the account holder. ATM is Visa card that is provided to the
customers, which can be used in any ATM machines. It is issued free of cost but an
annual cost of Rs 200 is charged. It is issued after the verification of signature by
authorized staff.
4. Issuance of Statement of Account
Account statements are the statement that shows the transactions done by the
respective account number in certain period of time. To get the account statement the
customers must fill the register for their details which includes the information like
account number, name of the account holder, signature of the account holder, and time
duration i.e. from when to which date to issue the statement.
5. Issuance of E-banking:
The bank provides free e-banking facility to its customers. Through e-banking
customers can perform all the transactions by means of the internet. Once the ebanking request form is submitted by the customer, the internee had to check the
details and after lodging into the system by respective staff, the user name and
password is issued to the account holder.
6. Maintaining Records, Book-keeping and Filing:
Various records like ATM cards, e-banking, cheque issuance and account opening
form of account holders are maintained in the bank by operation department. The
work of filing and indexing has to be done and it is assigned to the internee during the
internship period.

7. Account Closing
Account holders close the account when their purpose of account is finished or if they
see better investment opportunities in other area rather than deposit in bank. For this,
application in standard format needs to be filled by the customer which is then
examined by the staff and forwarded to authorized personnel. As per the policy of the

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bank, certain charge is deducted from the account and the remaining amount is refund
to the client and unused cheques are returned back to bank.
8. Other General Services Provided by CSD
Some general activities were also done in Customer Service Department which is as
follows:

Balance enquiry

Signature update

Handling telephone calls

Handling customer queries

Getting authorized signature on different documents.

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CHAPTER:-4

ANALYSIS OF ACTIVITIES
DONE AND PROBLEM SOLVED

4.1 ACTIVITIES DONE ON INTERNSHIP

I am thankful that Sunrise gave an opportunity to do intern at different departments
including branch office for ten weeks. I learnt a lot of things being a part of this
department and will never forget that intern was treated as an employee rather than
just an intern. I was highly concerned on the activities done in the department rather

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than collecting data for report. I has not gone over data analysis using standard
procedures such as time series, regression analysis, sensitivity analysis and other
statistical tools. However Intern has described and constructed activities categorizing
them under several headings with much detail as possible, and continuity between
them is made as apparent as Intern could. Primarily the overall analysis is based on
nothing more than self-observation, business related questions, cross questions and
most importantly self-analysis with this inexperienced mind.
During the internship period, the intern was involved in different departments but the
report is focused mainly on Customer Service Department and shortly on credit,
marketing, cash and foreign remittance. Most of the time, however, was spent in
customer service department that helped in gaining sufficient knowledge regarding
various activities performed in the CSD and problems faced by this department.
Therefore, this report focuses on the activities involved in the customer service
department and the problems faced in this department. Similarly the activities
performed in Remittance, Trade and Finance has been mentioned in the short form.

4.1.1 Activities performed in Customer Service Department

Customer Service Department requires a lot of human resources to cater to the needs
of

increasing numbers of customers. Moreover, Customer Service Department is the

first place to get generalized information and acquire knowledge about the general
functions of a bank. It is the most appropriate department for people who are totally
unfamiliar with the banking environment. Hence, most interns are placed in Customer
Service Department. Customer service department is one of the vital departments of
any Bank, as it is the one to handle the customer at first after their entrance in the
bank. Since most of the customer comes at the desk of the CSD for taking several
suggestion and inquiries it should be well equipped with computers and a highly
efficient employees who can work under the pressure. It is said that first impression
is the last impression, so if CSD becomes unable to perform well it will give the bad
impression to the new and old customer resulting shift of the customer to other Banks.
This department links all other department with each other. It interacts directly with
the customers about every issues related to the bank at first so, it is an important
element in building the corporate image.
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The general activities for an internee at the customer service department was like
account opening, issuing bank statement, cheque book printing and handling of
inward and outward letters, issuing debt card form and handling it to the customers,
looking into customer complaints and problems, preparing the Balance Certificate of
the clients, issuing counter cheque and look after the clients of E-banking and SMS
banking. Hence, most interns are placed in Customer Service Department. The
various activities performed while working in customer service department are as
follows:
1. Counseling:
Customer Service Department is also called the front desk of the bank. Every
customer visits the desk in order to the get the information about the bank and
its product. It is the job of the staff and intern to provide the client with the
necessary information. The clients are explained about the features of the
services provided to them. Better counseling helps to make the old customer
satisfied and stay longer and new clients to use the service.
2. Opening Account:
Intern helps in opening of accounts in the bank. It is the job of the intern to
help the customer to fill the a/c opening form in case they face any problem.
Any individual capable to enter into a contract can open accounts with the
bank. Illiterate persons, blind trustee can open account but special attention
should be paid to customers. Customer can open single account, joint account
and company account. There are different forms to be filled up according to
types account to be opened. There are different forms to be filled up according
to types account to be opened. The matter of importance while opening
account is signature verification and stamp identification. Likewise, bank open
accounts in the name of minors but they have to be operated by guardians till
minors turn into majors. There are three types of accounts such as: saving
account, current account and fixed account.

Basic requirement for opening the personal account are:

Customers name, gender, marital status, date of birth, permanent and
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temporary address (phone number), fathers name or husbands name, and all
other relevant detail filled in the account opening form correctly by the
accountholder.
Agree with the terms and conditions of the bank.
Sign the specimen cards.
Certified true copy of identification document i.e. citizenship or Passport and
Birth Certificate in case of minor account.
Two photograph of account holder and if the account holder wants the debit
card then one extra photo for Debit Card.
In case of Joint Account:
The account holder should present in the business desk during the time of

account opening.
Agree with the terms and conditions of the bank.
Fill in the applications form correctly by the customer.
The citizenship of the parties involved in the joint account must be presented.
Two photographs of each party involve in joint account.
The account holder should decide on the signature that is either one signature
is acceptable or both signatures are compulsory.

In case of Proprietorship Account:

Declaration of sole proprietorship

Copy of renewed Registration Certificate
Identification paper of A/C operator
Income Tax registration/ renewal certificate/ PAN certificates

In case of Partnership Account:

Letter of partnership duly signed by all partners

Copy of partnership Agreement/Deed
Certificate of Partnership, Registration and Renewal
Identification paper A/c operator
Income tax registration/ renewal certificates.

In case of Foreign National:

Certified true copy of Passport.

Documents should be certified from concerned Embassy.
Certified True copy or valid Visa.
All documents of personal account for all the joint parties.

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After ascertaining completion of basic requirement, the bank assigns an account

holder, accepts deposit slip (voucher) and issues a cheque book.

Procedure for opening new account:

After fulfilling the requirement of the issued account opening form and customer
information form by the customers, it is received by the CSD. Then, thorough
checking and verification are done to see any discrepancies. Once the verification is
done with the original documents, a stamp is affixed on the photocopy of all the
supporting documents. The signature for the account operation and image of the
accountholder is scanned and kept along with the customers detail in the PUMORI
PLUS software. Finally all these details are taken to the operating head for
verification and approval.

Account closing process and requirements

It is another important task done under account operation. It is very rare that you
encounter a account closing request at the customer desk at Sunrise. People close their
accounts because of many reasons.

Procedures to close an account are given below

Step1. The customer is asked the reasons for closing the account and tries to convince
not to close the account by explaining the benefit of the account and the
charges taken for closing the account.
Step2. If the customers are willing to close the account, he/she must fill up the form
specifying the reason.
Step3. After submission of the firm to CSD, it is confirmed from the various
department that the customer is not enjoying and sort of facility from the bank
at present.

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Step4. The client is then asked to return all his account related belongings like ATM
cards and the check book. These are received by the teller and are cancelled or
destroyed.
Step5. Then finally the account of the applicant is closed with certain charge.

Preparing and distributing functions

Another activities performed in the customer service department is preparing and
distribution of various requested document to the clients. Various documents that a
client can get from this department on requested are:

Balance Enquiries
Cheque Books
ATM Cards
Account Statement

Balance Enquiry:
Mainly the balance certificate is demanded by the individual or corporation to know
the status of their account. Everyday around 20 to 40 customers come for the request
of balance enquiry. The bank provides the balance information to only the account
holder. The bank provides the certificate to the corporation if the letter about the
request certificate presented in the letter head with the signatures of the members and
the stamp of the corporation. The statement can be issued to an individual also by
fulfilling the same process.
Cheque Book Distribution:
Clients, especially the ones holding current account in the bank request for the
cheques book quite often. Everyday about ten to fifteen customers request for the
cheques book. The client has to fill up the cheque request slip available in the
customer department. After the submission of the request slip, the cheque book is then
provided to the requester. The account holder must present to collect the cheques book
and sign in the register and requisition slip.

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ATM Distribution:
Sunrise is visa associate member bank. The customers can use this card in various
ATM counters all over the country and in India as well to withdraw cash and even for
other activities like balance inquiry, pin number change, etc. The processes of
distributing the ATM to the customer are as follows:
For collecting the ATM card, the account holder must be present in the
business desk with the account number.
Check whether the ATM card has received by the bank or not.
The account holder must sign in the register i.e. card number register. Then the
signature is verified with the original signature provided during the time of
account opening.
After the verification of ATM card is provided to the account holder and
inform about the activation of the card.

4.1.2 Activities Performed in Cash Department

In this department the intern was explained about the sensitivity of cash in the bank.
This department facilitates its customers with both deposits and withdrawal of cash.
In this department, the intern assisted in accepting the deposits, payments of cheques,
and cash sorting, and handling different types of machines for cash counting.
In case of heavy workload and insufficient staff in the cash department, an intern was
given opportunity to sort cash. Meanwhile an intern was also allowed to observe the
deposit and withdrawal process. The process followed while sorting cash are:

Unsystematic cash bundle were pinned off

Head of all notes were piled together
New and old notes were separated
A bundle of hundred leafs of note were made by counting on teller machine
Folded notes were unfolded and recounted
The bundle was now pinned and tagged
Very new notes were separated for ATM
Workable notes were bundled and used for daily operation
Very old, torn, taped notes were bundled under red tag representing bundle to
be sent to NRB.

Page 38

4.1.3 Activities Performed in Credit Department

Realizing your dreams may now just be a phone call away. A house of dreams, a
brand new car, a MBA degree from the best University etc., the list is endless.
Whatever the dreams are, we can now realize them by opting for consumer loans from
Sunrise.

Sunrise provides following different types of loans to the customers.

1.
2.
3.
4.

Sunrise Home Loan

Sunrise Car Loan
Sunrise Educational Loan
Sunrise Apartment Loan

1. Sunrise Home Loan

The purpose of this loan is to build the house, purchase a new readymade house,
expand the space of the house and modernize the house.
Eligibility:
Nepalese citizen should have age of fifty five years old
Should possess twice the monthly income of the customer or his/her family to
meet the Monthly Installment payment of loan.
The evidence of source of income should be submitted.
Limit for the loan:
Inside Kathmandu valley, the loan is limited to 70% of the total estimated cost that is
not to exceed 50 lakhs or 5 million.
Payment:
Payment should be on monthly installment basis and for 15 years.
2. Sunrise Car Loan
The Purpose of this loan is to purchase your own car or jeep
Limit: 15 lakhs

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Eligibility:
Nepalese citizen should have age of fifty five years old
Should possess twice the monthly income of the customer or his/her family to
meet the monthly installment payment of loan.
The evidence of source of income should be submitted.

Payment Schedule:
Five years if the vehicle is personally used
Three years if it has been used as public carrier

Collaterals:
The vehicle purchased by the bank loan should be registered in the name of
bank
The beneficiary must be bank, to claim any lose or damages
3. Sunrise Educational Loan
The purpose of this loan is to avail the education in Nepal or abroad.
Requirements:

Nepalese citizenship holder

Age of student 16-30
Visa approval letter for the outgoing student
Confirmation letter from the authorized university or the education institution
Sufficient income of the parents to repay the loan

Maximum loan amount is upto Rs. 20 lakhs for medical and upto Rs.10 lakhs for
others.
Payment:
Repayment to be made within 5 years after final disbursement

4. Sunrise Apartment Loan

The Purpose of this loan is to purchase residential apartments either new or old.

Page 40

Eligibility:
Nepali citizen above 18 years and below 65 years (till maturity of loan)
Company/finance company/partnership (duly registered with the concerned
government authority) proposing to use the apartments for residential use.
Limit for the loan is up to 70% of actual net purchase price of the apartment (as
verified from invoice raised by the developer)
Payment should be on the monthly installment basis and for 5-15 years.
Security is the apartment being purchased.
During the internship period at Credit Department, the intern had gone through
different check lists for confirmation either to provide loan or not. There were many
files piled in the Central Office demanding for loans that were collected from different
branches. For checking those files, the intern had to go thoroughly the check list. The
check list contains customers identification i.e. clients name, pan certificate,
citizenship certificate, third party, credit information report, auditors name, projected
financial statement, valuation report, personal guarantee etc. if all the requirements
are fulfilled, loan is given to the customers or organizations.

4.1.4 Activities Performed in Remittance Department

Sunrise provides the effective facility of foreign remittance. Remitters from any part
of the world can send money from any branch to an account of Sunrise. The
originating bank will send the money through one of Sunrises correspondent banks.
Sunrise primarily processes foreign remittance via SWIFT (The Society for World
Wide Interbank Financial Telecommunication) and Telex no. 2591 NP through the
different correspondent banks.
SWIFT is a member owned cooperative through which the financial world conducts
its business operations with speed, certainty and confidence. Taking advantage of
being an active member of SWIFT, Sunrise offers money transfer service. Anyones
account with Sunrise can be credited from any bank in the world via SWIFT.
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During the internship period, the intern had worked in this department to check the
needed information which the remitters must provide to the sending bank. The
remitter must provide the following information to the sending bank:

Beneficiarys name
Beneficiarys 12 digits bank account number of Sunrise
Beneficiarys branch name or address
Beneficiarys bank
After checking this information, they are properly and systematically
registered in the register as well as in the computer system.

4.2 Felt /Observed Gap

After doing the internship in one of the reputed commercial bank of Nepal the intern
observed the various gaps between theory and practice. The intern found that:
No particular theory can be developed regarding how to deal with customers
because each and every customer is different in perception and attitudes.
There is no strict description of job and responsibilities. For e.g. a staff at
Remittance department may have to move to Customer Service Department
and perform the related tasks as per the requirement.
There is no Universal way of performing the responsibilities given to the staff.
Each and every bank has its own way of carrying out the same activities unless
it is bounded by external rules and regulations.
Development of computerized systems in the bank creates and documented
working environment where theories are less practically applied.
Since the entire activity of the bank is dependent upon the computer network,
any interruption or failure of network results in work delay and customer
dissatisfaction.
Bank has large numbers of records of its customers, financial documents and
so on. These records are not kept in a systematic order as they become old.
These cause loss of documents and files.

Page 42

CHAPTER:-5
FINDINGS, SUGGESTIONS &
CONCLUSIONS
Page 43

5.1 CONCLUSION
Internship plays an important role in matching the knowledge gained from theoretical
perspective of education with the practical exposure at workplace. It also provides an
opportunity to learn about the activities of the bank and its corporate culture. Within a
short span of time an internee learned so many things like dedication, commitment to
meet targets, interpersonal and communication skills etc, which will certainly help in
coming days.
From the above analysis of the report it seems that Sunrise is one of the emerging and
hard working commercial bank in Nepal which aims to serve valued customers
through aggressively expanding its branches throughout the nation and widely
providing its product and services. During the period of internship in Sunrise Bank,
Branch Office Birgunj, the preparation of this report an Intern got an opportunity to
learn a lot about the banking sector and scrutinize its operations in various sector.
Prior to this experience, the Interns knowledge about banking was limited to books
only. But through internship, the Intern got a practical acquaintance of the bank and
the corporate culture. At Sunrise Bank, the Intern was cooperatively guided by all the
staffs that helped in acquiring the in-depth banking knowledge.

In short, Customer Service Department is a primary level department that generally

deals with customer directly. It plays most important role in satisfying customers to
fulfill their needs in an effective and efficient manner. It is that section of the
organization which provides information regarding the organization and handles the
queries regarding the product and services offered by the bank. As this department

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looks after all the customers and visitors of the bank there is the need of highly
qualitative and professional staff equipped with modern tools of IT. If a bank fails at
this point it will never become able to create a brand loyal customer and goodwill of
the Organization. Thus every bank has to put its effort to make it CSD effective to
introduce them with customer.
Remittance is the major source of income in our country and it is done with the help
of banks. In Sunrise Bank too remittance is a major part where we see transfer of
funds from one branch to another with the help of direct transfer mechanism or
sometimes fax transfer. Also funds transfer to other countries.

Financial Market of Nepal is getting more competitive day by day. In order to survive
in this tough market Sunrise Bank need to compete with other institution. It should
take benefit of its professional employees and staffs and available resources. It needs
to reduce its past weakness through the innovation and change. Through the change in
working procedures, delegation of authority and use of modern banking practices can
bring a drastic change in the quality of service it is providing at present. On the other
hand Sunrise Bank has to try to take steps to grab the opportunity and protect it from
the threats. In order to do so it needs to concentrate on market research. Market
research can help Sunrise Bank to identify its customers and tailored the product as
per the customer need. It helps to find out where should the Bank focus and how it
can focus.

5.2 LESSON LEARNT

The most important lesson that the intern learnt during the internship period is how to
perform various tasks in an organization. Besides this, during intern period what
intern felt is the importance of the time management and the need of good
communication skills.
During internship period I also learnt general banking transaction. Further the intern
also learnt how to check and verify documents manually and technically by using
Pumori software and how it is filed in credit and vault file. The valuable lessons that

Page 45

the Intern learned apart from the basic activities of concerned department that the
Intern worked in are as follows:
Develop the interpersonal, managerial and entrepreneurial skills that are
crucial in every professionals and employees career development
Learned about the procedure in account opening and closing of the individuals
or the corporate.
Learned about the procedure of distribution of ATM cards, balance enquiries
and account statement.
Learned to be calm under the adverse conditions and tactfully handle the
complexities and to handle the grievances
Learned about various loans provided by Sunrise bank and also the
requirements needed for demanding loan.
Learned about the importance of time, personality and dedication towards
work.
Learned about the procedure and requirements for demanding scholarship by
the poor and diligent students under the Educational Assistance Project of
Sunrise bank.
Learned about the procedure of cash deposit and withdraw.
To be socialized with the professionals.
Using different office equipment like Photocopy machine, Printer, Cash
counting machines, Scanner machine etc.
Learned about the behavior that the customers show during banking activities.
Learned to deal with different people at different point of time.
Using the banking software, examples: Pumori, Ms Office software.
Learned about the procedures in filling the files and indexing.

5.3 SUGGESTIONS
Nothing in the world is build up as perfect. Certain flaws, weaknesses are possessed
by everything, so does banking institutes. In similar sense, Sunrise, in its way of
performing and dealing with the customers, consists of some drawbacks. As per this,

Page 46

certain General as well as Specific recommendation are provided to the institute,

which are as follows:
General Suggestions
The physical facilities of the bank can be improved e.g. spacious area, couches
and chairs for the customers to sit and relax.
The bank should come up with wide variety of products and services and
focus on the service proliferation.
The different schemes that the bank comes up with needs to be marketed in a
proper manner.
The human resource can be improvised and harnessed by the in house
trainings and workshop.
The customer portfolio if diversified, a wide array of customers can be
attracted plus the risk factor can be minimized.

Specific Suggestions
Higher Interest rate:
According to the specific research conducted, the response of the depositors towards
interest rate on deposit is not good because in comparison of other commercial bank,
Sunrise Bank are providing lower interest rate on deposit. The other competitors are
providing similar services at a higher interest rate which is far more attractive than
that of Sunrise.
Better customer service:
Stable, healthy growth is built on the profitability of the customer, not on their raw no.
of loyalty. The research that was carried out had some part of service departments
issue involved.
Employee Lounge:
A bankers job is very monotonous and tedious process. It demands utmost attention
and makes them exhausted, if there was some kind of recreation area for the
employees where they could go and relax for a while, if would be much helpful. The

Page 47

employee recreation lounge would act as a refresher for the employees and recharge
them for the next difficult shift.

BIBILIOGRAPHY

Page 48

Horne, J.C. (1998), Financial Management and Policy. Prentice Hall of India Pvt.
Ltd., New Delhi.
Joshi, Padam Raj (2004) Fundamentals of Financial Managements. Asmita Books
Publishers and Distributors, Kathmandu.
Nepal Rastra Bank, 1998 to 2004, Banking and financial statistics. No. 37 to 43, Mid
July, Kathmandu.
Pradhan, R.S. (2004), Financial Management. Buddha Academic Publishers and
distributers Pvt. Ltd., Kathmandu.
Shrestha, Manohar Krishna and Dipak Bahadur Bhandari (2004), Financial
Markets& Institutions. Asmita publication, Kathmandu.
Shrestha, M.K. (1995), Financial Companies in Nepal. Investment Management
Training and Research Center, Kathmandu.
Shrestha, Manohar K., Poudel, Rajan B., and Bhandari, Dipak B. (2005),
Fundamentals of Investment. Buddha Academic Publishers & Distributers Pvt. Ltd.,
Kathmandu.

www.nrb.org.np

www.sunrisebank.com.np

Annual report of Sunrise Bank, 2072/2073

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