Tribhuvan University

THAKUR RAM MULTIPLE CAMPUS BIRGUNJ ,NEPAL

A project report on:

“Esewa as an Emerging Digital Wallet.”

Submitted To: BBA Faulty

In partial fulfillment of the requirement for the award of the degree of Bachelor of
Business Administration BBA (6th Semester)

Submitted By:
Name of Candidates: Roll no.
BISHWAJEET GUPTA 31476/21
MD .MAHBUB REJA 31493/21
MANISH KUMAR CHAURASIYA 31494/21
SUSHANT YADAV 31526/21

Supervised By:
Bijay Kusuwaha
 Certificate of Approval

This is to certify that this project prepared by BBA 6th Semester students entitled
“Esewa as an Emerging Digital Wallet”. In partial fulfilment of the requirement
for the subject e-commerce award of the degree of BBA has been well studied. In
our opinion it is satisfactory in the scope and quality as a project for the required
degree.

Signature of Supervisor ............................................

Signature of Program Director .............................................

Signature of Internal Examiner .............................................

Signature of External Examiner .............................................

 Recommendation

I hereby recommend that this project is prepared under my supervision by Bijay

Kusuwaha on the topic “Esewa as an Emerging Digital Wallet” in partial
fulfillment of the requirements for the degree of Bachelor of Business
Administration (BBA) is processed for the evaluation.

................................

Supervisor
BBA Faculty
 Table of Contents
Error! Bookmark not defined.
ACKNOWLEDGEMENT................................................................................................................................... 1
ABSTRACT .................................................................................................................................................. 2
Chapter-1 .......................................................................................................................................... 3
Introduc on ...................................................................................................................................... 3
1.1 Background of the Study ............................................................................................................. 3

1.2 Introduc on to eSewa ................................................................................................................. 8

1.3 Purpose of the study ................................................................................................................. 10

1.4 Limita on of the study .............................................................................................................. 11

1.5 Significance of study .................................................................................................................. 11

Chapter2.................................................................................................................................................. 11
Overview on eSewa................................................................................................................................. 11
Chapter 3 ................................................................................................................................ 12
Research Methodology ........................................................................................................... 12
3.1 Sources of Data ................................................................................................................. 12

3.2 Methods of Data Analysis.................................................................................................. 13

3.3 Data Analysis Tools: ........................................................................................................... 13

Chapter 4................................................................................................................................................. 13
Data Analysis and Interpreta on ............................................................................................................ 13
Chapter 5 ........................................................................................................................ 19
Conclusion and Recommenda on .................................................................................. 19
5.1 Conclusion ................................................................................................................. 19

5.2 Recommenda ons: ................................................................................................... 20

References.......................................................................................................................21
 ACKNOWLEDGEMENT

We are very grateful to Thakur Ram multiple Campus of management for providing us an opportunity to get
involved in this project, which helped to gain more knowledge and skills. We would like to express our deep
sense of gratitude and convey thanks to everyone who helped us and supported us during the completion of
this project. We would like to express a deep sense of gratitude to Mr Bijay Kusuwaha our Bachelor Degree
and E-commerce examiner. We believe it would not have been impossible without the support, strength, and
guidance of the indispensable institutions and expert personalities which has been prepared for fulfillment of
the partial requirement for the degree of Bachelor in business Administration (BBA).
We would like to extend our gratitude and thanks to all of those support made this research possible. First of
all, we are thankful to college who provided the timely reference and were important to secure and helpful to
complete our research. This would not be possible without the help from my colleagues who directly and
indirectly helped and supported us and appreciated our work wholeheartedly and been our inspiration.
Thank you all and we are indebted towards you for such support and help for the completion of our project.

Sincerely,

BISHWAJEET GUPTA 1
MD .MAHBUB REJA
MANISH KUMAR CHAURASIYA
SUSHANT YADAV

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 ABSTRACT

eSewa is the first digital payment system with the vision with the vision to create cashless economy by
covering every part of the payment sector, provide quality financial service and become the most preferred
service provider of the country. eSewa is treated as the frontrunner of digital payment in Nepal. The eSewa
services can be accessed either through mobile application or through their many eSewa agents or eSewa
Zone set up in different parts of the country. eSewa users can interface different services such as recharge
and top-up mobile phones, utility bill payments, ticketing and so on. Thus, eSewa has been working to make
the life of their users easy and efficient. For the data collection, online questionnaire was prepared and it
was sent via social media such as email, face book, messengers. However, since it was digitally collected
respondents with access to digital media were only information providers. From the analysis of that
collected data we came to know that eSewa as a digital payment system has had made a great impact on the
life of wide range of the users. It has saved users time and efforts. Now, users are able to make payment for
any products and services from anywhere and anytime via their smartphone which has access to the internet.
Overall, we researchers came into conclusion that if eSewa goes on making progress by adding new features
and services to its system then we can expect a world where all the transactions and payments will be done
without cash.

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 Chapter-1
Introduction

1.1 Background of the Study

1.1.1 Introduction to E-commerce:

Traditionally, commerce is seen as the exchange or buying and selling of goods and services which involves
exchange of money and sometimes transportation of goods from one place to another place. With the motion
of time and advancement of new technologies, commerce has added a new dimensions in the form of
electronic trade, a more effective and convenient manner than the traditional commerce which is the
revolutionary in the way of business activities throughout the world.
E-commerce (Electronic Commerce) is a modern business model which involves in the buying and selling
of goods and services, or the transmission of funds or data over an electronic network, primarily through
the internet. Here, ecommerce has its main focus on the use of ICT (Information and Communication
Technologies) to enable the external activities and relationships of the business with individuals, groups and
other business-commerce refers to the paperless exchange of business in formation using:

• Electronic Data Exchange (EDI)

• Electronic Mail (E-Mail)  Electronic Fund Transfer  Electronic
Bulletin Boards etc.
Thus, we can define ecommerce as “any transaction completed over a computer mediated network that
involves the transfer of ownership or rights to use goods and services. Transactions occur within selected
e-business processes (selling process) and are completed when agreement is reached between buyer and
seller to transfer ownership or rights to use goods or services.

1.1.2 Types of E-commerce:

1. Business- to- Business (B2B) E-commerce:
The B2B ecommerce model refers to trading goods or services from one business to other
business. It promotes online businesses to interchange goods with each other. The B2B model
generally means a longer sales cycle, but higher order value and more recurring purchases.
For example: A wholesaler places an order from a company’s website and after receiving the
consignment selling the end product to the retailer or consumer. E.g.: Alibaba, Amazon etc.
2. Business- to- consumer (B2C) E-commerce:
In B2C Commerce model, a business sets the goods or services directly to the individual
customer online. Here, the customer can view and purchase the desired products from the
retailers online store once the online retailer receives an order, he processes the order then sends
the goods directly to the customer. For example: Netflix, Muncha, Bhatbhateni etc.
3. Consumer-to-Consumer (C2C)E-Commerce:
C2C ecommerce is a business model that facilitates transaction of products or services between
customers. It allows an individual to sell their assets online. For example: a car, a house or a
bike to other individuals. The seller can publish an advertisement containing all the products
details.Intrested customer can view the details of the product and contact the seller to pursue
the transactions. E-bay, Hamrobazar are great example of C2C ecommerce model.

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 4. Consumer-to-Business (C2B) E-commerce:
C2B is a business model where an end user or consumer makes a product or services that an
organization uses to complete a business process or gain competitive advantage. Here, a
consumer provides a business with a fee-based opportunity to market a product or service on
the consumer’s website or blog. For example: Food companies may ask food bloggers to
include new products in a recipe and review it for readers of their blog. Services such as
Amazon Affiliates allow websites owners to earn money by linking to a product for sale on
Amazon.
5. Business-to-Government (B2G) E-commerce:
B2G also known as business-to-administration refers to trade between the business sector as a
supplier and a government body as a customer. It provide away for businesses to bid on
government projects or need for their organization to exchange information with each other.
For example: Business providing IT consulting to a local government agency.

1.1.3 History of E-Commerce:

The history of Ecommerce in the world began with the invention of the old notion of “sell and buy”,
electricity, cables, computers, modems and the Internet. In the early 1970s, ecommerce applications were
first developed with innovations such as Electronic Funds Transfer (EFT) in which funds could route
electronically from one organization to other. Later a new concept called Electronic Data Interchange (EDI)
that supported and helped to transfer institutional documents from one business house to other business
which also helped in the business process. In 1990s, the internet started to commercialize and users began
to participate in the www (World Wide Web) electronic commerce was coined. From then internet users
started to witness the development of many innovation applications ranging from online direct sales to e-
learning experiences. Now, all the organizations are doing online transactions to promote their business.
They have developed various types of web portals to support various types of business process. Many of
the sites have helped the organization to support B2B, B2C, C2c, E-governance process etc.

1.1.4 Ecommerce Timeline:

Year Major Ecommerce Event
1970 US Company Docutel invented the ATM
(Automated Teller Machine also known cashpoint)
which works using online transactions made through
bank computer.
1979 Electronic shopping was invented operated by
connecting a modified TV to a transaction- processing
computer via telephone line.
1982 First ecommerce company Boston
Computer Exchange was launched which
served as an online market.
1995 Jeff Bezos introduced Amazon primarily as an
ecommerce platform for books. Pierre Omidyar
introduced AuctionWeb today known as eBay. Both of
these have become massive ecommerce selling

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 platforms that enable consumers to sell online to
audiences around the globe.

1996 The first major ecommerce company CompuServe

was founded utilizing a dial-up connection. In 1980s,
CompuServe had introduced some earliest forms of
email and internet connectivity to the public.
1999 Alibaba launched as an online marketplace. It went on
to turn into a major B2B, C2C and B2C platform that
are still used today.
2000 Google introduces Google AdWords to advertise to
people using Google search tool.
2005 Etsy was launched allowing crafters and smaller
sellers to sell goods through an online marketplace.
This brought the maker community online expanding
their reach to a 24/7 buying audience.
2009 Square app and service was launched allowing offline
retailers to accept debit and credit cards in their brick-
and-motors and absolutely anywhere for the first time
ever.
2011 Google Wallet was introduced in 2011 as peer-to- peer
payment service that enabled individuals to send and
receive money from a mobile device or desktop
computer. By linking the digital wallet to a debit card
or bank account users can pay for products or services
via these devices. Today, Google Wallet has joined
with Android Pay known as Google Pay.
2014 Apple introduced Apple Pay as a mobile payment and
digital wallet tool that allowed users to pay for
products or services with an Apple device.
2017 Instagram shopping first time with ecommerce partner
BigCommerce. It allows Instagram users to
immediately click an item, and go to that product’s
page for purchase.

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1.1.5 Impacts of E-commerce:
E-commerce has brought tremendous changes in our society. People can now shop online by their own in
the privacy without leaving their home. This can force the shopkeepers to open an online division. In some
cases, it can make small business to give main focus on online business.
Following are the impacts of e-commerce on the global economy:

1. Impacts on Direct Marketing:

a. Product promotion:
Ecommerce increases the promotion of products or services through direct contact with
customers. Ecommerce has encouraged both above line promotion which is
advertising, press release, schemes, Discounts etc. and below line promotions such as
trade discounts, freebies, awards etc.
b. New Sales Channel:
Ecommerce brings a new distribution channel for the existing products. It facilitates
direct reach of customer. With the convenience of customer shopping and their
experience, a brand cannot afford to make the mistake of relying on a single channel.
Ultimately which force the entrepreneur to search for new sales channel to satisfy
customers and to fulfill their needs.
c. Direct Saving:
The cost of providing information to customer over internet results in substantial
savings to senders in comparison to non-electronic delivers.
d. Customers Service:
Customer can feel comfortable in buying products by finding detailed information
through online. Also, customer can directly order goods or services by staying at the
same place. It saves time of customers.
2. Impacts on Organization:

a. Technology and Organizational Learning:

E-commerce forces companies to adapt new technologies and serve them with new
experiments on service and products. . Further due to ecommerce organizational unit
must deal with new technologies and have conventional sales and marketing
departments.
b. New Product Capabilities:
Ecommerce create the huge schemes to the new innovation and too customize the
products according to the customer need and demands. Also ecommerce allows
supplies to gather personalized data of customers. Developing customers profile and
collecting data can be used as a source of information for improving products or
designing new ones.
c. Changing Nature Of Work:
Works will be transferred to digital age leaving the traditional ways. Increasing
competition in the global marketplace organization must adapt with e-commerce and
run according to them. In this digital age, workers will have to become very flexible.
They must learn how to become responsive towards the new technologies.

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 3. Impacts on Manufacturing:
The manufacturing systems are related with finance, marketing and other different
functional system also with customer. Using web based ERP system, orders taken from
customers can be directed to the designer and to manufacturing place in short period of
time. Products can be sent to any corners of the world in short period of time.

4. Impacts on Finance:
E-commerce requires special finance and accounting systems. Traditional payment systems
are ineffective for electronic trade. The use of the new payment systems such as electronic
cash is complicated because it involves legal issues and agreements on international
standards. Here, electronic cash is certain to come soon and it will change the manner in
which payments are being made. Its diversity and pluralism is perfectly suited to the
internet. It could change consumers’ financial lives and improve base of financial systems
and even governments.

1.1.6 Ecommerce in Nepal

Before a decade, Ecommerce was introduce in Nepal with on aim of letting Nepal’s residing abroad send
gifts to their families, friends, and relatives living here. A website promoting send gifts to Nepal was set up
which merely had a concept of ecommerce. In 2000, First online shopping store munchha.com was
established. Nepalese who are living in the USA, Australia and UK used this website to send gifts to their
near and dear ones who lived in Nepal. Thamel.com is the first digital and internet in Nepal. This listing
websites aimed to digitalizing and globalizing the shops which are located in thamel bazaar.
Gradually with the increase of internet users and rise in the IT, business started to gain marginal profit in
ecommerce and many ecommerce companies came into operation. Such major companies like NepBays.com
now changed into Thulo market established in 2007 |as an online directory of products and shop| Foodmandu
in 2010, sasto deal in 2011, urban girl now changed into U/g bazaar in 2012, daraz initially started as kyams
in 2013 and acquired by Alibaba group in 2018 and many more. With the lunch of esewa in 2009, the first
digital payment and other payment services like Khalti, IME Pay ecommerce in Nepal have been growing
every day. Started as gift sending process, now ecommerce in Nepal has covered a wide range. Online
shopping of various products is taking the Nepalese market by storm and it is facilitated by fast speed
affordable 3G and 4G internet technology. Along with increase of sales of product through ecommerce, sales
of more ticket, recharge cards, payment of electricity bill, water bill and phone bills are also increasing day
by day. Customers now have started to depend on digital payment system through mobile phones. The covid
19 pandemic have reshaped our world and have boosted ecommerce.

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1.2 Introduction to eSewa
Back in the days, people depended on paper and coins to exchange value. But,
with the change in time and advancement of technology, the world has started to
become a cashless world. Digital payment facilitates the acceptance
of electronic payment for online transactions. Online payment
through bank payment and mobile money wallet payment has
become a global trend. Although \Nepal is still behind from creating
a cashless society, there has been an effort made by the government and private
sectors in achieving this foot. Now, we can find much digital payment in Nepal.
The concept of digital/mobile wallet started after the launch of eSewa by F1 Soft International. The
introduction of eSewa has revolutionized the concept of digital payment in Nepal. Since eSewa, other
payment system like Khalti, IME Pay, QPay, iPay etc. have been launched in Nepal. All these digital service
providers have made our life efficient and quick.

1.2.1 What is eSewa?

ESewa, Nepal’s first online payment gateway is a
comprehensive online payment solution. It is an associate
service of F1Soft International launched on 21 January 2010.
Here, an acronym e means “Electronic” and a Nepalese word
Sewa means “Service”. Thus, its full meaning is Electronic
Service. It is a digital wallet from where customers can pay,
send and receive money from their mobile phone and internet,
instantly from their fingertips. It offers payment gateway
solution to number of customers that incorporates some the
latest integrated techniques. eSewa users can easily transfer
money into eSewa wallet through mobile banking, Internet
banking, and counter deposits at different banks and Cash
Points. With one app at hand, fund loaded in eSewa can be used for making utility payment, online shopping,
airline ticketing, credit card payment, school fee payment and many more. While most of the services are
fee there are few services where customers are required to pay minimal charges.
Working on its main motto to remove cash transaction and create trustworthy digital environment all over
Nepal, eSewa has become one of the first choice of payment gateways for Nepalese. Due to rapid demand
and keen interest in new technology the demand for electronic payment has been increasing day by day
mainly in urban areas. Now, eSewa has total base of 3.5 million and the number of users downloading the
eSewa mobile application has already reached one million.

1.2.2 Vision of eSewa

The vision of eSewa is to cover every payment sector (small/big, dealer/retailer, private/government,
domestic/ international) and continuously accomplish their mission to create cashless economy. They aim
to cover each and every industries of Nepal with their revolutionary payment platform which will in turn
help in growth and development of economy enhancing financial mobility. They are working for digital
financial accessibility for all Nepalese and act as the backbone of economy of Nepal.
There are three major components of eSewa. They are customers, banks and merchants. Customers can
register in eSewa via mobile application or website and get a mobile money account. Through that account
customers can cash in to their wallet from partnered banks and make payments. Similarly, merchants or
service providers can receive payments for goods and services.
To make any transactions via eSewa one must have balance in your eSewa wallet. For this eSewa has
partnered with number of banks through which an eSewa user can load fund. There are four mediums for
fund loading which are Internet Banking, Mobile Banking, Counter Deposits and Cash Points.

• Internet and Mobile Banking: You can transfer funds to your eSewa wallet using internet and
mobile banking of bank that is partner with eSewa. For this customers will need internet or mobile
banking account enabled with one of the partner banks.Banks available for internet banking are:
Global IME Bank, NIC Asia, Prabhu Bank, NCC Bank, Sanima Bank, Laxmi Bank, Nabil Bank,
Siddhartha Bank, Prime Bank Limited, Garima Bikas Bank Limited, Century Bank, Bank of
Kathmandu Limited etc.

• Cash Points: Cash points are the authorized agents of eSewa who will help inyou in loading eSewa
free for Rs. 20000 per month.

• Counter Deposits: Customers without mobile banking and internet banking can load their eSewa
account by the process of counter deposit. For this customers visit to a bank, fill up a separate slip
and submit it. Banks available for counter deposits are: Global IME Bank. Prabhu Bank, Mega
Bank, Mahalaxmi Bank, Kamana Sewa Bikas Bank, Rastriya Banijya Bank, Saptakoshi
Development Bank, Jyoti Bikas Bank, ICFC Finance Limited, Nepal Investment Bank, Prime Bank
and Citizen Bank.

Regarded as the very first digital gateway, eSewa has been serving millions of customers. It has been
providing several online payment services which have made the life of the customers easy and quick. Some
of the services offered by eSewa are:

• Topup and Recharge: Rather than scratching recharge cards eSewa users can top up their balance
via NTC (post-paid and prepaid) top up, Ncell top up, Smart cell top up etc. Likewise, internet
service providers such as NT WIMAX, ADSL, Worldlink, Vianet, Subisu, Broadlink etc also accept
payment through eSewa.
• Utility Bill Payment: eSewa users can pay their utility bill like electricity bill (NEA payment,
Ghampower, Community based electricity), water bill (Khanepani Payment), telephone bill
(landline payment), apartment rent via eSewa. Now, users can easily pay their monthly bill without
having to stand in the long queue. This has helped them in avoiding hassle and save their time.
• TV Payment: Using, eSewa one can pay TV bill conveniently from anywhere, anytime. Direct-
to- Home (DTH) service providers such as Dish Home, SimTv, Mero Tv, Clear Tv, MAX Tv, SKY
Tv, Worldlink NETTV, Prabhu TV, Agni Cable Network, Highway Digital, STS Cable, BBN etc
accept payments via eSewa.
• Bus and Air ticketing: eSewa introduce BusSewa which provides online ticketing services to
passengers. From busSewa one can book tickets of various bus operators like Dhaulagiri Yatayat,
Mount Makalu Yatayat, Travel Nepal Bus Service, SmartYatru, Sajha Yatayat, Myagdi Korala etc.
eSewa have also partnered with various travel and tours pvt ltd. Now, with eSewa users can buy
national and international tickets. For domestic tickets, eSewa has partnered with Buddha Air, Yeti
Airlines, Shree Airlines, Saurya Airlines, Simrik Airlines and Nepal Airlines. For international
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 ticketing, eSewa has partnere with various travel and tour and ticketing agencies. Users can book
tickets via Sasto Tickets, Meroflight.com, Nepal airlines, Megabyte Travels, Xceltrip etc. This has
made the travelling process of people easy.
• Fee Payment: eSewa has made the fee payment procedure easy and quick. eSewa has partnered
with large number of Schools, Colleges, Montessori’s and council service . Now, due to global
pandemic maximum number of school, colleges and montessori are accepting fee payment via
eSewa.
• Credit Card Payment: Different institutions have integrated eSewa as their payment partner.
eSewa accepts credit card payments for following banks : Sunrise Bank, Sanima Bank, NCC Bank,
Nabil Bank, Machhapuchchhre Bank, Laxmi Bank, Nabil Bank, Mega Bank, Prime Bank,
Sidhhartha Bank etc.
• Insurance/ Finance and EMI: Different life and non-life insurance company are available in
eSewa. Those companies accept insurance premium payment via eSewa. Likewise, EMI can also
be paid via eSewa for those institutions who are in partnered with eSewa.
• Movies ticketing: eSewa has partnered with various movie halls such as QFX, Big Movies, Fcube,
Q’s Cinema, BSR, MidTown Cinemas, View Cinemas, Central Multiplex, RS Cineflix etc.
Customers can now easily purchase movie tickets and choose hall seat as they like.
• Food bill payment: Various restaurants and cafe have started to accept payment via eSewa and
have scan and pay facility. Home deliveries of food are mostly done via eSewa for those restaurants
and cafe who have accepted digital payment. This service also offer discount and cash back facility
to the customers.
• Online Shopping: Online shopping has been skyrocketing in today’s world. eSewa has partnered
with various online merchants where one can shop and make payment easily. Online shopping site
where one can make payment using eSewa are eSewapasal, Sastodeal, Muncha, Mero shopping,
Mynepshop.com, Kapadaa.com, Giftmandu etc.
• Remittance service: eSewa has been acting as a medium to send and receive remittance. eSewa
money transfer enable Nepalese to send their earnings back home in easy and affordable manner.

Along with the above mentioned services, eSewa also offer other various newly introduced services.
Now, through eSewa, users can make government payments. People can make Inland Revenue Tax
Payment, Traffic Fine Payment, Local Government Payment, etc. People can also make pay stock broker
fees through eSewa free of charge. 17 different merchant banks and broker offices have been linked up with
eSewa. Now customers can pay for their Demat and meroshare renewal charges from mobile devices with
the help of eSewa.
With all those wide range of services and easy accessibility eSewa has made our life easy and convenient.
Now people can make timely payments for anything, anywhere and anytime. This has helped people in their
daily life by saving their time and effort. eSewa has also helped many businesses to boost their profit.
Businesses are using eSewa to increase their sales. Using eSewa, businesses are able to establish better
relationship with their customers. They are able to increase their customer rate by better online promotion
and various deals and discount offers from eSewa.
1.3 Purpose of the study
• To review the ecommerce site of eSewa.
• To identify service areas covered by eSewa.
• To find out significance of eSewa in daily commercial activities.
• To get information about use and scope of digital wallets in today’s world.

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1.4 Limitation of the study
• Since, the study was based on the digital transaction through questionnaire the respondents may
have misinterpreted some questions.
• Only 79 gave response so the respondents may not represent the population as a whole. Thus the
findings may not be applicable for all.
• As data were collected digitally, an informant who has access to digital media was only the
information provider.

1.5 Significance of study

• The report helps to expose theoretical knowledge into practical work.
• Primary data has been collected for this report which helps researchers and customers of eSewa to
gather information about significance of eSewa in daily transaction.
• This report is mainly focused on uses and importance of digital wallet in Nepal.
• It can be helpful to students and different fields’ person to understand more about eSewa.
• This report can be an asset of library and guidelines for other report writers.

Chapter2
Overview on eSewa
Esewa is a Digital payment portal which allows people to make online and offline payments. Esewa can
make payments to various merchants like telcos, ISP, stores, movies theaters etc . It is an electronic wallet
which allows users to transfer and deposit money on various banks. For example with esewa we can top-
up our mobile, pay postpaid, landline and ADSL bills, buy tickets, transfer money from one bank to another.

Esewa has become the preferred option for those people who do cashless payments. It was founded in 2009,
and became the Nepal’s first mobile wallet. It carries over 200000 transaction every day and has become a
locally grown strong brand. Esewa is the secure, easy, and common platform for the consumer to pay online.
Esewa the digital payment can be accessed either from their websites or from the mobile phone applications.

It is the first and leading online payment gateway of Nepal. There are more than 8 lakhs active consumers
of esewa at present that access their services through the websites or from their mobile phones. With the
increase in mobile phone users and internet penetration, the number of esewa users is known to be rise high.

Consumer of esewa can make various bill payments easily from esewa’s mobile app or website login. Now,
Recharging mobile, paying utility bills, Internet bills, TV bills, School fees bill, and many more are all on
your fingertip. Consumer can also make payment to the government services like traffic fine payment,
payment to department of foreign employment etc act as a cherry on top to the consumers.
Esewa envisions to create a cashless economy by covering every part of the payment sector(Big, Small,
retail, Wholesale, Public private ),provide quality financial services and became the most preferred service
provider in the country .

You can use esewa by registering in esewa. It is very simple to get registered in esewa . There are two
options for esewa registration. You can register with the mobile phone or through the web. Esewa app is
available in both the android play store and in ios store.

Esewa has got a license for payment gateway service provider from Nepal Rastra Bank. Recently, central
Bank gave permission letter to the company. Now esewa is making digital wallet more managed and
expensive. The wallet is now works as money transfer for the exchange of money between two users.
According to the rule, to use the esewa to the fullest, consumer needs to fill the form of KYC (Know York
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customer) which includes documents like citizenship certificate, or any identifying document along with
passport sized photo. Consumer cannot do transaction over 500 without filling KYC form.
Esewa is leading the market since its establishment. There are other rivals in the market competing with
esewa but esewa provides far better services to consumer than the rivals. This is the key points which make
esewa ahead of all the rivals like Khalti, IME Pay, etc.

Chapter 3
Research Methodology

Research Methodology refers to specific procedures or techniques used to identify, select, process, and
analyze information about a topic. Research is based on primary as well as secondary data which are
generally collected through books, internet and previous data study. Research Methodology generally deals
with research design, data collection, sampling method, and analysis and interpretation of research work.
1. Research Design:
Research design is the arrangement of conditions for collection and analyses of data in systematic manner.
The research design refers to the overall strategy that you choose to integrate the different components of
the study in a coherent and logical way, thereby, ensuring you will effectively address the research problem;
it constitutes the blueprint for the collection, measurement, and analysis of data. Design conducted in this
report is Descriptive Research Design.
2. Population:
In research terminology the Population can be explain as a comprehensive group of individuals, institutions,
objects and so forth with have a common characteristics that are the interest of a researcher.
For this esewa research, all groups of population were included.
3. Sample Size:
Sample size is the representation of large population. Hundred questionnaires are distributed as a sample
study. Out of 100, 79 filled the questionnaire. So, 79 respondents are as sample of study.

3.1 Sources of Data:

Simply, there are two sources of data. Which are:

a. Primary Sources Of Data
b. Secondary Sources Of Data
In this report, primary data has been given more priority. Primary data have been used in order to carry out
the research.

Primary Sources of Data:

Primary sources provide raw information and first-hand evidence. Examples include interview transcripts,
statistical data, and works of art. A primary source gives you direct access to the subject of your research.
The primary data has been collected through various sources such as questionnaire, discussions, user survey
etc. These surveys are collected through the customers personally.
Questionnaire: A questionnaire is a set of printed or written questions with a choice of answers, devised
for the purposes of a survey or statistical study. It needs to be prepared which can take maximum information

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from the respondents in an appropriate, simple and cost-effective manner. Questionnaire prepared was
forwarded through email, Facebook to the respondents personally.
Discussions: A discussion is a conversation or debate about a specific topic. Discussions were done between
the group members as well as with respected subject teacher for bringing out an effective report.
Group Discussion had very fruitful result for making this whole report.
Secondary Source of Data:
Secondary data is the data that has already been collected through primary sources and made readily
available for researchers to use for their own research. It is a type of data that has already been collected in
the past. In this report, secondary sources such as online journals, websites information has been used for
collecting digital wallet system as well as details related to esewa.

3.2 Methods of Data Analysis:

1. Qualitative Data Analysis

2. Quantitative Data Analysis

1. Qualitative Data Analysis:

Qualitative data refers to non-numeric information such as interview transcripts, notes, video and
audio recordings, images and text documents. Interviews were taken personally to interviewers.
Various audios, videos were taken as source for grabbing details.
2. Quantitative Data Analysis:
Quantitative data analysis simply means analyzing data that is numbers-based, or data that can be
easily converted into numbers without losing any meaning. Numbers of people filling questionnaire
were 79 out of 100, whereas all data analysis was done through statistical tools such as percentage
tools with pie chart, bar diagrams and also in tabular form etc.

3.3 Data Analysis Tools:

Data Analysis is the process of systematically applying statistical and logical techniques to describe and
illustrate, condense and recap, and evaluate data. After the data are properly collected and presented, data
analysis is conducted. Simple used tools are statistical tools which is as follows:
Pie Chart:
A pie chart is a type of graph that represents the data in the circular graph. The slices of pie show the relative
size of the data. In this report, all the collected information through questionnaire has been showed in pie
chart with percentage statistical tool.

Chapter 4
Data Analysis and Interpretation
Data analysis is the examination of and interpretation of data using various tools and techniques. Under this
section, information collected through questionnaire are analyzed and interpreted so as to achieve the result.
Questionnaire regarding the eSewa and its facilitation to the consumers were sent to the respondents. For
the diagrammatic presentation of the data in the percentage of the value Pie Chart and Bar Diagram are
used. Pie Charts and Bar Diagram provides better visualization and facilitates in the easy analysis.
Description is given to the diagrammatic presentation to generate findings.
Respondents were asked about their experience on using eSewa as well as their opinions regarding customer
services provided by eSewa.

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eSewa a digital payement system
Respondents were asked whether they are familiar with or ever heard about the digital gateway, eSewa.

7.6%
5.1%

The above pie chart shows that majority of the respondents are well aware about the eSewa. With the change
in time and advance of technology now people have started to pay and get paid online. Due the outbreak of
Corona Virus, the user base of eSewa has increased by a great rate. Thus, the user base of eSewa include
wide range of people from housewife, students to business officers who can have make non cash payment
for different services.
Installment of eSewa application
Respondents were asked whether or not they have eSewa application installed in their mobile devices.

The above pie chart shows that majority of the respondents have eSewa application installed in their mobile
devices. It indicates maximum people have registered their eSewa account from their mobile. The reason
for it be more in percentage may be because the registration with eSewa is absolutely free for everyone and
the only necessities for the registration are citizenship card (scanned or photocopy) and passport size photo
(scanned copy or original). Now, there are over millions of downloads on the Google Play Store and Apple’s
App Store.
Time period of using eSewa
Respondents were asked if they were eSewa users than for how long have they been using it for.

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 6.2%

The above pie chart indicates that the majority of the respondents have been eSewa users for below 5 years
or for 5 years. Running for a decade, eSewa has been able to cover wide user base till this very day. With
the change in time, cost effective smartphones are easily available in Nepal likewise the internet penetration
and 3G and 4G services are also increasing day by day which has made the use of eSewa more convenient
and easier to the users.
KYC verification of eSewa account Respondents were asked whether their
eSewa account is KYC verified or not.

Know Your Customer (KYC) is used by organization to verify the identity of customers. The pie chart
indicates majority of the respondents have their account verified as there are various benefits a user can
enjoy with a verified account such as unlimited transactions, easy withdrawal of money from desired banks
among partner bank of eSewa, receive money through remittance like western union and so on.
Process of loading fund in eSewa Respondents were asked
which fund loading process is easy.

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 Most of the respondents are finding ease to load fund in eSewa through their bank accounts. The reason for
this may be because eSewa have partnered with various banks that provides internet and mobile banking
facilities. Another process respondents find easy is prefunding eSewa wallet through eSewa Zone.
Linking eSewa account with bank account
Respondents were asked whether they have linked their eSewa account with their bank account

.
The above pie chart shows that majority of respondents have their eSewa account linked with their bank
account. eSewa has partnered with numbers of banks to load fund through internet banking and mobile
banking. By linking with the bank account, users are able to convinently load money and make payment to
utilities or mobile top-up and recharge directly. The minority percentage indicates that the users are ethier
loading their fund through cash points or p2p transfer.
Esewa for different purposes
Respondents were asked for what purpose do they use eSewa mostly for.

eSewa has been providing different digital payment services through out the last decades. This pie chart
highlights that respondents are mostly using eSewa for utiliy bill payment i.e. for the payment of electricity
bill, telephone bill, internet bill, rent payment etc. While minor percentage of the respondents use eSewa
for the payment of movie and ticketing. Other percentage of respondents use eSewa for online shopping,
fee payment, food payment, money transfer and remittence services etc. Due to the outbreak of covid-19
people now have been using eSewa for the fulfillment of their basic needs.

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QR scan and payment system of eSewa
QR scan and payment system is one of the recent feature that eSewa has introduced. Respondents were
asked whether they like this feature or not.

The above pie chart represents that most of the respondents find the QR scan and payment system effective
since users enjoy quicker payments by simply scanning QR codes and on the other hand users donot have
to worry about change and cash returns. This implies that the life of human enjoy more automated work
than the manual ones.
Benefits of eSewa
Respondents were aasked how has eSewa been helpful in their dailylife.

The above pie chart shows that eSewa has mostly helped the respondents in their life by saving time and
efforts. Now, users are able to make payment for any services anywhere and anytime easily with the help
of eSewa. And good percentage of respondents have choosen easy accessiblity as a benefits. It indicates
users find the working procedure of eSewa easy due to which they are using eSewa for their daily payment
purposes. The wide range of services that eSewa has been providing also seems to be a good benefit.
Hazards regarding the use of eSewa

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Respondents were asked if have faced any hazards or threats while using eSewa.

The pie chart highlights that eSewa has been fruitful payment system since majority of the respondents
havenot faced any threats yet. However, mistake and privacy seems to be the threats some respondents have
experienced. Mistake in the cash transaction generates trust issues in the eSewa. And the privacy issues i.e
the chance of identity theft may be the reason on why some users’ account are not verified yet.
eSewa as an emerging digital wallet
Regarded as the very first digital payment system, eSewa is said be the frontrunner in the digital payment
of Nepal. Respondents were asked give their opinion whether eSewa is an emerging digital wallet or not.

There is almost equal portion of respondents who strongly agree and agree eSewa as one of the effective
digital payment of Nepal. It shows that running through a decade of time eSewa has had made a great impact
on the life of people by introducing digital wallet and payment system till now. Certain percentage of
respondents are neutral regarding the statement and very minor percentage disagree with this statement.
Thus, this chart implies that eSewa has been able to cope with the changing environmeny statisfying the
need and requirements of their potential customers.

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 Chapter 5
Conclusion and Recommendation
5.1 Conclusion:
The main objective to prepare this report is to find out the revolution made by digital wallet in Nepal
like Esewa. From the overall research it can be concluded as most of the people are using esewa for
bill payment, recharge, transfer funds etc. Esewa is really important to ta majority of people for their
day to day activities. The main features people like about esewa are bill payment, easy to pay, online
facilities etc. Major impacts that digital wallet has brought is time saving and money saving. From
the above data it can be seen that esewa is emerging digital wallet as respondents had highly agreed
rather than disagree. Respondent’s life is getting easier day by day by using esewa as it has helped
them in fast transactions. Most of the respondents have rated esewa as emerging digital wallet 5
which means respondents are very happy using esewa. It can be clearly seen that respondents who
referred to others is higher than respondents who don’t. From the above research it is also found that
most of the respondents load money from their bank accounts. Respondents were also asked to
choose between cash transactions and digital transactions, in this it was found that 45.6% of
respondents were strongly agreed to digital transactions. So through these whole data, it can be
concluded that digital wallet has played a great role in Nepalese ecommerce in this present era
because people are day by day becoming digital friendly and are seen more comfortable using digital
wallets.

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5.2 Recommendations:
• Cash back offers should be focused more and improvement must be done.
• As there are lots of digital applications emerging, to become competitive in the market it should
focus on the performance rating.
• It is seen that bank load is the only main gateway for loading fund despite others. The other ways
to load fund in esewa should be increased rather than only focusing on bank load.
• It shows respondents have been using esewa since 1 year or less than1 year. So, it should be more
focused on retaining and growing more customers.
• The dealers and suppliers link with esewa should be increased so that customers can buy products
easily through esewa payment.
• Various unique features can be added to attract customers.
• Esewa should focus on offline bill payment system.  Digital friendly environment should be
created.
• More rewards and offers should be increased satisfaction of customer as customer satisfaction is
the main priority.

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 References

Saud, Singh Arjun, & Bhusal, Roshan (2016) E-Commerce. Kriti Publication Pvt. Ltd.
eSewa.com (online) Retrieved December 5, 2020 from https://blog.esewa.com.np/about-esewa/
eSewa. (n.d) Digital wallet in Nepal. Retrieved December 15,
2020 from https://esewa.com.np/login#/home
Dulal, Sanjeev (2020, February 23) eSewa: Revolutionizing the digital payment in Nepal.
https://www.nepalitelecom.com/2018/03/esewa-app-review-digital-payment-gateway-revolution-
nepal.html
Lama, Ngodup Tsering (2020, September 17) Digital payment companies cash in with cashless
transactions.https://kathmandupost.com/money/2020/09/17/digital-payment-companies-cash-in-
with-cashless-transactions-during-pandemic2020

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