| Title: | Digital Implementation and Service Excellence: A Comprehensive Analysis of Customer Operations at Prabhu Bank Limited |
| Author: | Jibitesh Manandhar Tuladhar |
| Advisor: | ดร.หญิง ซานี่ – Dr. Yhing Sawheny |
| Degree: | Bachelor of Business Administration Program in Marketing (International Program) |
| Major: | B.B.A. Marketing (International Program) |
| Faculty: | บริหารธุรกิจ (Business Administration) |
| Semester/Academic year: | 3/2567 (2024) |
Abstract
This cooperative education report provides a comprehensive account of my 16-week internship at Prabhu Bank Limited, Head Office, located in Kathmandu, Nepal. The internship was undertaken from July 24 to Nov 24 2025 as a partial fulfillment requirement for the Bachelor of Business Administration (Marketing) program at Siam University. Stationed within the Customer Service Department (CSD), this report details the practical experiences and insights gained in core banking operations, with a specific focus on customer service excellence and the implementation of digital banking solutions. Throughout the internship, I was immersed in the daily functions of a leading commercial bank, engaging in critical processes such as customer account management, KYC (Know Your Customer) verification, outward cheque clearing (OBC), and the promotion of digital platforms like Prabhu Bank’s Mobile Banking and Internet Banking services. The report offers a detailed analysis of the bank’s operational workflow, highlighting the synergy between traditional banking practices and the ongoing digital transformation. It further presents a strategic SWOT analysis of Prabhu Bank, identifying its formidable strengths in the remittance sector and expanding network, alongside opportunities for further technological integration and market penetration. The co-op experience was instrumental in bridging the gap between academic theory and professional practice. It enabled the development of essential technical banking skills and soft skills, including professional communication, conflict resolution, stress management, and effective teamwork. This report concludes with personal reflections on the professional growth achieved, the challenges encountered and overcome, and the significant value this internship has added to my academic journey and future career aspirations in the financial services industry.
Keywords: Prabhu Bank Limited, Cooperative Education, Internship, Banking Operations, Customer Service, Digital Banking, Nepal
ดร.หญิง ซานี่ – Dr. Yhing Sawheny, บธ.บ. การตลาด (หลักสูตรนานาชาติ) – B.B.A. Marketing (International Program), บริหารธุรกิจ (Business Administration), บริหารธุรกิจบัณฑิต สาขาวิชาการตลาด (หลักสูตรนานาชาติ) – Bachelor of Business Administration Program in Marketing (International Program), 3/2567 (2024)
