Tribhuvan University

THAKUR RAM MULTIPLE

CAMPUS BIRGUNJ ,NEPAL

A project report on:

“Esewa as an Emerging Digital Wallet.”
Submitted To:
BBA Faculty
In partial fulfillment of the requirement for the award of the degree of Bachelor of
Business Administration (6th Semester)
Submitted By:
Name of Candidates: Registration No:
SONI PATEL 7-2-15-23-2018
ANISHA LUITEL 7-2-15-01-2018
SUJATA GUPTA 7-2-15-49-2018
SABITA KUMARI SAH 7-2-15-55-2018

Supervised By:
Bijay Kusuwaha

Date:....................................
 Tribhuvan University
THAKUR RAM MULTIPLE
CAMPUS BIRGUNJ ,NEPAL

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

 Tribhuvan University
THAKUR RAM MULTIPLE
CAMPUS BIRGUNJ ,NEPAL
BBA Faculty

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
List of Figures ...................................................................................................................................... 1
ACKNOWLEDGEMENT................................................................................................................................. 2
ABSTRACT ............................................................................................................................................... 3
Chapter-1 ........................................................................................................................................ 4
Introduction .................................................................................................................................... 4
1.1 Background of the Study ............................................................................................................ 4
1.2 Introduction to eSewa ................................................................................................................ 9
1.3 Purpose of the study ................................................................................................................ 12
1.4 Limitation of the study ............................................................................................................. 12
1.5 Significance of study ................................................................................................................ 12
Chapter2 ................................................................................................................................... 13
Overview on eSewa ................................................................................................................... 13
Chapter 3............................................................................................................................... 14
Research Methodology ......................................................................................................... 14
3.1 Sources of Data ................................................................................................................ 14
3.2 Methods of Data Analysis................................................................................................. 15
3.3 Data Analysis Tools:.......................................................................................................... 15
Chapter 4 ........................................................................................................................... 16
Data Analysis and Interpretation ....................................................................................... 16
Chapter 5 ....................................................................................................................... 25
Conclusion and Recommendation ................................................................................. 25
5.1 Conclusion ................................................................................................................ 25
5.2 Recommendations: .................................................................................................. 25
References ................................................................................................................. 26
 List of Figures

Figure 1: eSewa a digital payment system

Figure 2: Installment of eSewa application
Figure 3: Time period of using eSewa
Figure 4: KYC verification of eSewa account
Figure 5: Process of loading fund in eSewa
Figure 6: Linking eSewa account with bank account
Figure 7: eSewa for different purposes
Figure 8: Extra features of eSewa
Figure 9: QR scan and payment system of eSewa
Figure 10: Benefits of eSewa
Figure 11: Hazards regarding the use of eSewa
Figure 12: Usage of eSewa
Figure 13: Digital transactions are better than cash transactions
Figure 14: eSewa as an emerging digital payment system
Figure 15: Impact of eSewa in users
Figure 16: Opinions and views regarding eSewa
Figure 17: Referral to others

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 ACKNOWLEDGEMENT
We are very grateful to Thakur Ram multiple Campus of management for providing us an opportunity
to get involved inthis 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,

SONI PATEL
ANISHA LUITEL

SUJATA GUPTA
SABITA KUMARI SAH

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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

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 seller to pursue the transactions. E-bay, Hamrobazar are great example of C2C ecommerce
model.
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.

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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
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,

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 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 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.

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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.
 To analyze the user range of eSewa.
 To know eSewa’s performance rate.

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.

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 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 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.
There are some myths of Esewa as well;
Myths in simple word refer to the false beliefs or ideas about something. People seems to have develop
some myth regarding esewa and in this report we tried to disclose some of these myths associated to
esewa so that our users know what esewa actually is.
Some of these myths are;
1. Esewa’s service only includes mobile recharge
2. You need to register to esewa’s account by going to different esewa’s branches.
3. Esewa charges for registering an account.
4. Esewa’s account must be associated with banks account.
5. Once one loads money to esewa they have to use it.

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 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 from the respondents in an appropriate, simple and cost-effective manner. Questionnaire
prepared was forwarded through email, Facebook to the respondents personally.

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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.

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 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.
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.

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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.

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.

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Process of loading fund in eSewa
Respondents were asked which fund loading process is easy.

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.

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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.
Features of eSewa
eSewa has introduced various extra benefits for the efficiency of the users. Respondents were asked to
choose among four features which were cash back, reward points, discount offers and promo code.

The above pie chart shows that majority of the respondents enjoy cash back feature the most and minority
of respondents enjoy promo code. eSewa providing certain percenatge of cash back in different services
seems to be good deal for the customers. The discount offers by different private limited and merchants
for the eSewa also seems be attractive features since there is good percentage of respondents who like
discount offers. The reward points provided by eSewa for using numerous eSewa services also seems to
be effective. Thus, those extra benfits provided by eSewa has made the payment proces of users effective
and somehow profitable.

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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.

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Hazards regarding the use of eSewa
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.
Usage of eSewa
Respondents were asked whether the usage of eSewa is easy or not.

From the information given in the pie chart, it seems like majority of the respondents can easily use the
eSewa and only a small minority of them find it difficult to use. Since it a easy digital payment system
maximum number of people are being lured to use it. Thus wide range of people use eSewa who has easy
access to digital means.

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Digital transaction or cash transaction
Respondents were asked to make their opinion on digital transactions are better than cash transactions.

There is almost equal portion of respondents who think that digital transactions are better tha cash
transaction. It clarifies that most of the people understand the importance of e-commerce and digital
payment in the todays modern world. With the increasing advancement, people are more inclined towards
the automated life than the manual life as automated life results in cost effective and effortless life.
However, changing time has also pressurized the digital gateways to come with new launches. The digital
transactions also comes with various issues such as privacy issues, less interactivity and cash tranactions
errors which is the reasons some people disagree with this statement.

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

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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.

Impact of eSewa in users

Respondents were asked whether eSewa has made their digital payment process easier and convenient or
not.

eSewa regarded as the frontrunner in the digital payment system has million users in Nepal. The above
pie chart indicates that the use of eSewa has made the life of majority of users easier and convenient.
eSewa has made the life of users cashless, users don’t have to worry about cash change and cash items.
eSewa QR scan and pay has the life more automated.
Opinions and views regarding eSewa
Respondents were asked about their opinion regarding eSewa and its services.

The above pie chart highlights that majority of the respondents are satisfied with the services they get
from eSewa. eSewa aims at creating cashless economy and providing quality financial services. It shows
that eSewa is somehow able to meet the expectation of the customers and is able to generate satisfied
customers. There are also good percentage of respondents who are highly satisfied. But, there are still
some respondents who are unsatisfied with the services eSewa is providing.

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Referral to others
Respondents were asked whether they would recommend eSewa to others or not.

The above given information clarifies that eSewa users are satisfied with the services that eSewa has been
providing since majority of respondents have agreed on recommending eSewa to others ( their friends,
family, peers and colleagues so on). With this the user base of eSewa would definitely skyrocket. And
there good percentage of respondents are unsure about this. However, if the referral rate start to increas
than soon our country would have a cashless economy.

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 Chapter 5
Conclusion and Recommendation
5.1 Conclusion:

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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.
After all the research is completed it can be concluded that esewa is emerging day by day. There is high
number if people day by day attracting to digital payment applications. People have started paying bills of
electricity, internet, telephone etc. through esewa which is a vast change in commercial activities of
people. While there were no any digital applications it can be observed that people used to stand in a
queue or travel long distance for commercial transactions which was very difficult for them .But now
they can stay at one place and pay or perform commercial activities remaining at one place. Esewa as a
Nepal’s first online payment gateway, it has been so easy to the people of Nepalese society. Life has been
easy as well as comfortable by the esewa as an emerging wallet.

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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