A STUDY ON DIGITAL WALLET-eSewa IN

KATHMANDU VALLEY

BY

SANUP KHANAL

Exam roll no: 16126/15

TU Registration Number: 7-2-0020-0613-2015

A Summer Project Report Submitted to

Faculty of Management, Tribhuvan University

in partial fulfillment of the requirements for the Degree of

Bachelor of Business Administration (BBA)

at the

Bhaktapur Multiple Campus

Tribhuvan University

Dudhpati, Bhaktapur

May 2019
 STUDENT DECLARATION

This is to certify that I have completed the Summer Project entitled “A STUDY ON
DIGITAL WALLET-eSewa IN KATHMANDU VALLEY” under the guidance of
“Mrs. Jagateshwori koju” in partial fulfillment of the requirements for the degree of
Bachelor of Business Administration at Faculty of Management, Tribhuvan
University. This is my original work and I have not submitted it earlier elsewhere.

Sanup Khanal

May 2019

ii
 CERTIFICATE FROM THE SUPERVISOR

This is to certify that the summer project entitled “A STUDY ON DIGITAL

WALLET-eSewa IN KATHMANDU VALLEY” is an academic work done by
Sanup khanal submitted in the partial fulfillment of the requirements for the Degree
of Bachelor of Business Administration at Faculty of Management, Tribhuvan
University under my guidance and supervision. To the best of my knowledge, the
information presented by his in the summer project report has not been submitted
earlier. 

Jagateshwori koju

Teaching assistant

May,2019

iii
 ENDORSEMENT

This project report is entitled “A STUDY ON DIGITAL WALLET-eSewa IN

KATHMANDU VALLEY” has been submitted by SANUP KHANAL of
BHAKTAPUR MULTIPLE CAMPUS for the Faculty of Management, Tribhuvan
University, in the fulfillment or requirement for the degree of Bachelor of Business
Administration (BBA). The research committee of campus has found this Summer
project report satisfactory in scope and quality and has therefore forwarded for
examination.

________________
Gyani Malla Shah Dr. Krishna Prasad Pokharel
Director Campus Chief
BBA Research Committee Bhaktapur Multiple Campus

iv
 ACKNOWLEDGEMENTS

I could not have completed this report on “A study on digital wallet-esewa in

kathmandu valley” without the help from our college “Bhaktapur Multiple Campus”
which gave the supportive hand academically, regarding activities related to our
studies and other extra curriculum activities. So, I am grateful to our college for
providing an opportunity to enhance our knowledge and skill.

I would like to thank our teacher, instructor and supervisor Mrs. Jagateshwori koju for
her guidance, inspirations and resource materials without which the research report
would not have been possible. I express gratitude to Mrs. Gyani Malla Shah ,
Director; Bhaktapur Multiple Campus for her time and advises in shaping up this
study in this form. I express my sincere thanks to my friends for their time and advice
for the successful completion of the report. I would also like to thank Tribhuvan
University for providing such a wonderful opportunity to conduct this research. I
believe this report will help to gain deep insight on research work and will be very
beneficial in upcoming future.

I am thankful to all the respondents who sincerely responded to the questionnaire. I

am equally indebted to employees at Bhaktapur Multiple Campus for helpings
directly or indirectly in this journey. And, finally I thank my family for their care and
timeless support in the completion of report on time.

Sanup khanal

v
 TABLE OF CONTENTS
Pages

STUDENT DECLARATION..........................................................................................ii
CERTIFICATE FROM THE SUPERVISOR................................................................iii
ENDORSEMENT..........................................................................................................iv
ACKNOWLEDGEMENTS.............................................................................................v
TABLE OF CONTENTS................................................................................................vi
LIST OF TABLES.......................................................................................................viii
LIST OF FIGURES.......................................................................................................ix
ABBREVIATIONS..........................................................................................................x
CHAPTER I...................................................................................................................1
INTRODUCTION..........................................................................................................1
1.1 Context information..............................................................................................1
1.2 Purpose of the study.............................................................................................5
1.3 Significance of the study......................................................................................5
1.4 Limitations of the study........................................................................................5
1.5 Literature survey...................................................................................................6
1.5.1 Conceptual framework.................................................................................6
1.5.2 Emperical review.........................................................................................7
1.6 Research methodology.........................................................................................8
1.6.1 Research design............................................................................................8
1.6.2 Population....................................................................................................9
1.6.3 Sample size..................................................................................................9
1.6.4 Sampling method.........................................................................................9
1.6.5 Sources of data.............................................................................................9
1.6.6 Data analysis Tools......................................................................................9
CHAPTER II................................................................................................................10
DATA PRESENTATION AND ANALYSIS.............................................................10
2.1 Respondent profiles............................................................................................10
2.1.1 Gender of the respondents..........................................................................10
2.1.2 Age group of respondents..........................................................................11
2.1.3 Occupation of the respondents...................................................................12
vi
 2.2 Perception on esewa...........................................................................................13
2.2.1 Purposes of esewa......................................................................................13
2.2.2 Feature of esewa.........................................................................................15
2.2.3 Benefit of esewa in daily ecommerce activities of people.........................16
2.2.4 Esewa as an emerging digital wallet..........................................................17
2.2.5 Esewa making life easier by saving time and money................................18
2.2.6 Esewa`s performance rating.......................................................................19
2.2.7 Referral of people to use esewa.................................................................20
2.2.8 Process of Loading fund in esewa.............................................................21
2.2.9 Role of digital wallet in ecommerce..........................................................22
2.2.10 Time period of people using esewa..........................................................23
2.3 Findings and discussion......................................................................................25
CHAPTER III...............................................................................................................26
CONCLUSION AND ACTION IMPLICATIONS.....................................................26
3.1 Conclusion..........................................................................................................26
3.2 Actions implications...........................................................................................27
BIBLIOGRAPHY
APPENDIX

vii
 LIST OF TABLES

pages

Table 1 Gender of the respondents...............................................................................10

Table 2 Age of respondent...........................................................................................11
Table 3 Occupation of respondents..............................................................................12
Table 4 Purposes of esewa...........................................................................................14
Table 5 Feature of esewa..............................................................................................15
Table 6 Impact of esewa in daily ecommerce activities of people...............................16
Table 7 Esewa as an emerging digital wallet...............................................................17
Table 8 Esewa saving time and money........................................................................18
Table 9 Performance rating..........................................................................................19
Table 10 Referral of people to use esewa....................................................................20
Table 11 Load fund in esewa.......................................................................................21
Table 12 Role of digital wallet in ecommerce.............................................................22
Table 13 Time period of people using esewa...............................................................24

viii
 LIST OF FIGURES
pages

Figure 1 Gender of the respondents.............................................................................11

Figure 2 Age of respondent.........................................................................................12
Figure 3 Occupation of respondents............................................................................13
Figure 4 Purposes of esewa..........................................................................................14
Figure 5 Feature of esewa............................................................................................15
Figure 6 Impact of esewa in daily ecommerce activities of people.............................16
Figure 7 Esewa as an emerging digital wallet..............................................................18
Figure 8 Esewa saving time and money.......................................................................19
Figure 9 Performance rating.........................................................................................20
Figure 10 Referral of people to use esewa...................................................................21
Figure 11 Load fund in esewa......................................................................................22
Figure 12 Role of digital wallet in ecommerce............................................................23
Figure 13 Time period of people using esewa.............................................................24

ix
 ABBREVIATIONS

B2B : Business to business

B2C : Business to consumer

COD : Cash on delivery

HTTP : Hyper text transfer protocol

IM: Instant messaging

PPC: Pay per click

SAS: Secure Agreement Submission

x
 1

CHAPTER I
INTRODUCTION

1.1 Context information

The fast growing internet technology not only provides entertainment but also
provides various services. We already know about various national and international
shopping sites developing fast around the world that has made everything just a ‘click
away’.

Yes, everything you want, books to clothes to electronics to tickets, all you need to do
is hit a few clicks here and there. Internet has not only brought the world closer by
starting the concept of global village, but has also made everything, even shopping
and paying bills easier for its users.

In a country like Nepal, where all you find is a long queue standing to pay their bills,
wherever and whenever you go, be it at a telephone office, electricity office, schools
or banks, there is always a long line of a people waiting for their turns to pay their
bills. This sight always turns us off, whenever we go for payment of our bills. It is not
only boring to wait for so long but is also time consuming and a total waste of time.
But still, you have to wait on those long ever ending lines because you don’t have any
other options. Well, not anymore
A digital wallet refers to an electronic device or online service that allows an
individual to make electronic transactions. This can include purchasing items on-line
with a computer or using a smartphone to purchase something at a store. An
individual's bank account can also be linked to the digital wallet.eSewa is a mobile
money account. It is a digital wallet from where customers can pay, send and receive
money from their mobile phone and internet, instantly.It is in operation since 2009
and has recently been licensed by Nepal Rastra Bank as Payment Service Provider.

 Customers can register and get mobile money account instantly, cash-in to their
wallet from Agents and partner banks and start making payments. Customers can pay
for utilities, recharge their mobile, pay internet bills, EMI, buy airlines ticket, school
fees, credit card bills, etc. from their mobile
 2

Similarly, merchants, service providers and retail outlets can receive payments for
goods and services in their wallet instantly. This enables hassle-free, secure and
immediate payments from customers.eSewa App is available for both iOS and
Android devices and its primary web portal is www.esewa.com.np.

In Nepal there is increasing demand for online payment in recent years mainly in
urban areas . due to rapid demand and keen interest in the newer technology there
have been positive impact as it has ease our daily life . esewa is company’s based
mainly focused on electronic payment system . it is well known name for safer and
easier way to pay online. It offers state-of-art payment gateway solution that
incorporates some of the latest techniques developing a secured,fast,and real-time
gateway. It has been growing as trusted company because of it’s quality and service to
it’s customers.

F1Soft has developed an online payment gateway with an integrated m/e-wallet. The
service has been branded and operated as eSewa - Nepal’s first and leading online
payment gateway. Today, over 400k registered eSewa customers access the wallet
services either through the web or their mobiles while around 3 million people access
eSewa services through its agent network of 10000+ zones and points spread across
all 75 districts of Nepal. eSewa also offers a unique digital platform to connect around
2.7 million users belonging to 50+ financial institutions in Nepal, most of which
comprise of leading commercial and development banks. It serves as an Automatic
Clearing House (ACH) by settling amounts in real time, thus creating and
interoperable ecosystem that enables customers of member banks to conduct
interbank fund transfers and payments instantly from anywhere at any time.
A payment gateway can be situated in an entirely digital atmosphere, where credit
card information is routed in from a shopping cart Web page, or from in-store tablet
systems or other physical point-of-sale systems in brick-and-mortar retail locations
and other temporary sale locations. Data goes to the payment gateway, and credit card
information is encrypted for delivery. Payment gateways can also help verify
payments at the bank.

Payment gateway services may be subscription-based, or they may charge fees for
each transaction. In general, they help merchants to more effectively serve customers
by providing a middleman service for the financial information that is so sensitive and
 3

important to protect during these transactions. For example, a payment gateway is

great for any e-commerce store, but it also could be used in an event such as a
concert, where tickets and concessions are purchased outdoors away from point-of-
sale infrastructure.

Partner banks of esewa

Global IME bank

Everest bank ltd

Prabhu bank

NIC ASIA bank

Nabil bank

Janata bank

SANIMA bank

Siddhartha bank

eSewa Counter Deposit

To use internet banking or mobile banking you should have your bank account in any
of those banks listed above. if you don’t have account in any of the banks above you
can still deposit funds to your eSewa account. You can visit any branch of these banks
and you can fill a form to deposit to your money to your esewa account. List of banks
that supports Counter Deposit are:

– Global IME bank ltd.

– Prabhu Bank ltd.
– Janata Bank Nepal ltd.
– Tourism Development bank ltd.
– Mahalaxmi Bikas bank ltd.

Services Offered by eSewa:

Fund Transfer: With this service, the users will be able to send e-sewa money
toother e-Sewa users
 4

School Fee Payment: e-Sewa has partnered with some schools and Montessori.
These schools and Montessori accept payment via e-Sewa.
Buying Cinema Tickets Online: Major Multiplexes like QFX Cinemas (Kathmandu
Valley’s, Cinemax Pokhara, Jalma Bharatpur), Q’s Cinema, BigMovies, BSR Movies,
View Cinemas Butwal and F-Cube Cinemas accepts online ticket booking via e-Sewa.
Buying Plane Tickets Online: e-Sewa has partnered with some airlines companies
like Yeti Air, Buddha Air, Shree Air and Simrik Air for the domestic flights. These
companies accept payment via e-Sewa offering an online purchase of air tickets.
Buying Products Online in Nepal: Stores and shopping malls have been accepting e-
Sewa payments for online purchases. Some of the stores are also offering discounts on
such purchases.
Recharges and Top Ups: Postpaid and prepaid NTC/Ncell/CDMA users can top up
their balance via e-Sewa. DTH service providers like Dish Home and SimTv also
accept payments via e-Sewa. Payment through e-Sewa is also accepted by Internet
Service Providers (ISPs) like NT ADSL, Worldlink, Vianet, Broadlink, Net Max,
Hons, Subisu, Websurfer, and Itel.
Paying Utility Bills and Subscriptions: This service includes payment of utility bills
like telephone bills (NT Landline), Electricity Bills/NEA Payment (Currently limited
to Kathmandu Valley and Pokhara), water bills/Khanepani Payment (currently limited
to Lekhnath Small Town Water Supply, Pragatinagar Khanepani, Damauli Khanepani
and Prithvi Narayan Khanepani), Newspaper Subscription, etc.
Send/Receive Remittance: e-Sewa has also been acting as a media to send and
receive remittance. eSewa has also collaborated with the Western Union as an
exclusive digital remittance partner.
Credit Card Payment: e-Sewa accepts credit card payments for the following banks:
Nabil Bank, Global IME Bank, NMB Bank, Prabhu Bank, Laxmi Bank, Citizens
Bank, NIC Asia Bank, Sanima Bank, Kumari Bank, Siddhartha Bank, Prime
Commercial Bank.
Online Study: e-Sewa can also be used to make payment to the online
teaching/reading media like Bookworm.com.np, Career Disha Nepal, Midas E-class,
Loksewanepal, Loksewaguide.com, Meroanswer, Kathalaya.com.np and Milan EPS.
 5

1.2 Purpose of the study

The objectives of this study are listed below:

 To identify the purposes of using esewa.

 To find out the services provided by esewa.
 To know the benefit of esewa in daily commercial activities of people.
 To know esewa’s performance rating.

1.3 Significance of the study

This report is prepared to analyze the uses and importance of esewa this report helps
to expose theoretical knowledge into practical work. It is original work or primary
data is collected for the study and this report helps researchers and customers of
esewa to provide the information about esewa and its significance in daily
transactions. The uses, features of esewa and its growing popularity are also noticed.

This report helps to know the impact of digital wallet in this rush world. It can be
helpful to students, employes and different field persons by knowing importance of
esewa and for easy registration of esewa. This report can be an asset of library and
guidelines for other report writers.

1.4 Limitations of the study

The following are the limitations of the study:

 Thirty five respondents may not represent the population, as a whole. So the
findings may not be applicable to all.
 Research has been done through the sample survey, which is always prone to
errors of bias and prejudice.
 Market segregation was not done which might result in result variation.
 There may be sampling error as this survey has been conducted through online
and majority of respondents belonged to age group of 20-25.
 6

1.5 Literature survey

Literature review refers to the study of previous research and documents. Researcher
should find out the study gap from the review of literature.
In the early 2000s, globally businesses were going online. While the digital revolution
was just around the corner, it had very low impact in Nepal. There were few alternate
payment channels offered by Banks like Debit Cards and Credit Cards. When we
launched SMS banking back in 2006, it was well received by customers in the market.
As mobile phone was getting popular and more affordable, we used SMS as primary
channel to notify and alert customers about banking transactions. This immediately
created the atmosphere of trust and security amongst customers. We added more
features and transactional services later in 2007. It was also well received by banked
customers. However, realizing that less than 20% of the population had bank
accounts and these services could do so much more, we planned to introduce mobile
wallet in Nepal. This also coincided with global business trend and need of payment
gateway for the growth of digital commerce. eSewa was conceived and introduced
when there were very few companies trying to go online. Internet penetration was
very low and banking services were limited in terms of scope and availability. eSewa
has played vital role to grow the e-commerce businesses in Nepal by providing secure
online payment mechanism.

Eventually, we realized the need of the payment gateway and developed a web and
mobile based application, ‘eSewa

1.5.1 Conceptual framework

A conceptual framework can be defined as a theoretical structure of assumptions,
principles, and rules that holds together the ideas comprising a broad concept. The
framework is supposed to help the readers make logical sense of the relationships of
the variables/ factors/ themes that have been deemed relevant to the research problem.
It presents the relationship between dependent and independent variables that helps to
develop hypothesis.
 7

1.5.2 Emperical review

The review of earlier literature relevant to the present study and elsewhere are
included here.

Venkatesh, et al. (2003) explored the variables affecting consumer integration of new
information technology innovations. They collectively formed a model called the
unified theory of acceptance of technology and suggested that individual reactions to
using information technology directly affect intention to use information technology
that in turn influences the actual use of information technology.

Carlson, et al. (2005) explored the variables concerning adoption rates of mobile
devices & services, conducted by testing the applicability of the UTAUT model. They
found that variables such as performance expectancy, effort expectancy, and attitude
toward wing were directly related to behavioural intention.

Lee (2006) investigated the impact of perceptions of interactivity on consumer trust

and transactions in mobile commerce and concluded that trust does in fact play a
significant role in determining consumer transaction.

Hem Shweta Rathore(2007) identified Convenience, brand loyalty and usefulness as

three major factors which play an important role in consumer adoption of digital
wallets.

Ramesh Sardar(2015) in his work on the preference of urban people towards mobile
wallet reveals that the main uses of digital wallets are transfer of money and
mobile/DTH recharge and the instant payment is the main factor which attract the
user to adopt the service.

Vidya shree et.al (2015) make a comparison of the services of digital wallets with
special reference to Paytm and Pay U Money

Xi et al. (2016) have proposed an architecture for SIM-based mobile payment system
using SMS technology, where the payment application is installed into the SIM card
of the mobile phone. The interoperability between SIM card and terminals is achieved
through GloalPlatform standards [Ashutosh et al. 2005].
 8

Labrou et al. (2016) have proposed the architecture for server-side wallet which is
built on Universal Pervasive Transaction Framework (UPTF). UPTF is a generic
architecture and defines communication protocol, called the Secure Agreement
Submission (SAS) that supports multi-party agreements over the insecure wireless
networks. The UPTF SAS protocol encrypts the message using symmetric,
sharedsecret-key approach and the secret key is known only to an individual party and
the trusted third party, namely the Secure Transaction Server (STS). STS maintains a
log of all messaging activity for non-repudiation purposes.

Li et al. (2016) have proposed an architecture for POS payments that supports strong
platform attestation with the help of Trusted Computing (TC) technologies. The
platform attestation refers to the validation of actual payment application and its
respective runtime environment with Trusted Computing. This prevents the mobile
devices from the malicious payment software. The architecture employs two
techniques namely Identity-Based Signature scheme (IBS) to verify the mobile
platform's integrity and attestation cache to reduce the attestation overhead in order to
improve the performance of the payment transaction without sacrificing the security
requirements.

1.6 Research methodology

Research methodology involves gathering data, use of statistical techniques,
interpretation and drawing conclusion about research data. It is based on both primary
data and secondary data collected mainly from journals, books, internet and previous
studies.

Research methodology deals with research design, data collection, sampling methods,
fieldwork, and the analysis and interpretation of research work.

1.6.1 Research design

Research design is the arrangement of conditions for collection and analyses of data
in a systematic manner that aims to combine relevance to research purpose with
economy. The research design applied here is descriptive.
 9

1.6.2 Population
Population represents large number of people considered for the survey whose
behavior affects the result of survey. For this particular research, total population of
Kathmandu Valley is the population.

1.6.3 Sample size

Sample size is the representation of the large population. Sixty questionnaire are
distributed as sample of study. Out of 60 questionnaire, 35 filled the questionnaire.
So, 35 respondents are as sample of the study.

1.6.4 Sampling method

The simple random sampling methods have been used for the primary data collection.
Simple random sampling is the basic sampling technique where we select a group of
subjects (a sample) for study from a larger group (a population).

1.6.5 Sources of data

Primary data have been used in order to carry out the research.

Primary Data
The primary data has been collected through the consumer survey; set of
questionnaire and discussions have been carried out with the consumer personally.

Questionnaire: A Questionnaire needs to be prepared which can take information

from the respondents in an appropriate, simple and cost-effective manner. The
Questionnaire were sent via-email or uploaded on a Face book page in order to cover
as much as possible.

1.6.6 Data analysis Tools

This includes the tools used for analysis of the data. After the data are properly
collected and presented, data analysis has been conducted. Simple statistical tool have
been used, which are as follows:

Statistical tools
 percentage
10
 11

CHAPTER II
DATA PRESENTATION AND ANALYSIS

In this section, information that was collected has been analyzed as a descriptive
statistics and the results are presented. Data presentation involves representation of
data collected in a form of graph, tables and diagram to get clear view and to
understand what type of data we are dealing with. Data analysis is the examination
and interpretation of data. Charts are used which offers visual sentiment on the data
presented, tables clarify the data collected and graphs can be easily analyzed. This
chapter has been divided into three parts; respondents' profile, descriptive analysis,
and findings and discussion.

2.1 Respondent profiles

Respondents are profiled according to different demographic characteristics such as
gender, occupation, age group, education etc.

2.1.1 Gender of the respondents

Gender is an important factor in deciding what the choices of the consumer are and
what they prefer. The following table 2.1 represents the gender of respondents
involved in this research

Table 1
Gender of the respondent
Gender Frequency percentage
Male 22 61.1%
Female 13 38.9%
Total 35 100%
(Sources:Questionnaire Survey, 2019)
The table 1 represents that there are total of 35 respondents. Out of 35 respondents,
majority of respondents (61.1 percent) are male and minority of respondents (38.9
percent) are female. The data presented can be shown attractively in a pie-diagram as
well.
 12

Gender
Male Female

39%

61%

Figure 1 Gender of the respondents

The figure 1 represents the gender of respondents. There are 35 respondents. Out of
35 respondents, majority of respondents were male and 61 percent of respondents
were male. It inferred that majority 39 percent of respondents were female.

2.1.2 Age group of respondents

Age is also one of the important factors in determining customers’ preference and
buying behavior. The table 2 shows the age group of respondents.

Table 2
Age of the respondents
Age group Frequency Percentage
15-20 2 5.6%
20-25 30 86.1%
25-30 2 5.6%
30-35 1 2.8%
Total 35 100%
(Sources:Questionnaire Survey, 2019)

The table 2 represents the various age groups of the respondents. Majority of
respondents belonged to the age group between 20-25 years representing 86.1 percent
and minority of respondents with 2.8 percent were from the age group 30 and above
 13

15-20 20-25 25-30 30+

3% 6%
6%

86%

Figure 2 Age of respondent

The figure 2 represents that there were 86.1 percent of respondents were under the age
group of 20-25 years, 5.6 percent were of the age group 15-20 years, 5.6 percent were
of 25-30 years, 2.8% percent were 30 years and above.

2.1.3 Occupation of the respondents

Respondents are involved in different occupation like professional, student,
businessman, service and others. The following table 2.3 shows the occupation of
respondents.

Table 3
Occupation of the respondents
Occupation Frequency percentage
Student 30 84.2%

Professor 2 7.3%
Business man 2 7.3%
Other 1 1.2%
Total 35 100%
(Source: Questionnaire Survey, 2019)

The table 3 represents the various types of occupation of respondents. Majority of

respondents (84.2 percent) were students. Minority of respondents (1.2 percent) were
 14

involved in other occupation. Similarly, 7.3 percent of respondents were involved in

professional activities, 7.3 percent of respondents were businessman. The data
presented in table 2.3 can be shown in a pie-diagram as well. Following figure 2.3
shows the occupation of the respondents.

occupation
student professor business man other
7%
7% 1%

84%

Figure 3 Occupation of respondents

The figure 3 shows that 84.2 percent of the respondents were students, 7.3 percent of
the respondents were Business Person, 7.3 percent of the respondents were professor
and 1.2 percent of the respondents were involved in other profession.
It inferred that majority (84.2 percent) of the respondents were students.

2.2 Perception on esewa

This part includes the presentation of data about the main aspects of questionnaire.
It is also focused on the perception of the respondents and its data presentation.

2.2.1 Purposes of esewa

Repondents use esewa for different kind of purposes such as bill payment, online
shopping,online ticketing and business purposes. It is shown in following table 4
 15

Table 4
Esewa for different purposes
Purposes Frequency Percentage
Bill paying 27 77.1%
Online shopping 4 11.4%
Online ticketing 3 8.6%
Business purposes 1 2.9%
Total 35 100%
(Source: Questionnaire Survey, 2019)

Table 4 presents the percentage of people using esewa for different purposes
including bill payment, online shopping, online ticketing and business purposes. The
majority of people using esewa for bill payment includes 77.1 percent whereas
minority of people using esewa for business purpose includes 2.9 percent. Similarly,
respondents who use esewa for online shopping is 11.4 percent and online ticketing is
8.6 percent.

90.00%
80.00% 77%

70.00%
60.00%
50.00%
[percentage

40.00% percentage
30.00%
20.00%
11%
9%
10.00%
3%
0.00%
g ... ... ...
ayin hop cke pu
r
ll p es e ti es
s
bi lin lin
sin
on purposeson bu
 16

Figure 4 Purposes of esewa

Figure 4 Presents the percentage of people using esewa for different purposes
including bill payment, online shopping, online ticketing and business purposes. The
majority of people using esewa for bill payment includes 77.1 percent whereas
minority of people using esewa for business purpose includes 2.9 percent. Similarly,
respondents who use esewa for online shopping is 11.4 percent and online ticketing is
8.6 percent.

2.2.2 Feature of esewa

In this short answer question respondents were asked to choose one feature among
the four features . The features of esewa is shown in the table below.

Table 5
Feature of esewa
Features Frequency Percentage
Cash back 4 11.5%
Reward system 13 35.6%
Mobile topup 8 23.4%
Discount on payment 10 29.5%
Total 35 100%
 17

(Source: Questionnaire Survey, 2019)

cash back reward system mobile topup discount on payment

12%

30%

36%

23%

Figure 5 Feature of esewa

Table 5 and Figure 5 presents the respondents best feature about esewa. the features
include cash back, reward system, mobile topup,and discount on payment..the
majority inludes reward system feature with 36 percent of respondents . Whereas cash
back feature with minority of 12 percent.

2.2.3 Benefit of esewa in daily ecommerce activities of people

 18

Respondents were asked about the impact of esewa in their daily ecommerce
activities. They were given four options in multiple choice question. It is shown in
table below
Table 6
Benefit of esewa in daily ecommerce activities of people
Impacts Frequency Percentage
Fast transactions 7 19.5%
24 hrs service 7 20%
Saved time and money 14 40%
Made digital friendly 7 19.5%
Total 35 100%
(Source: Questionnaire Survey, 2019)

Table 6 presents the benefit of esewa in daily ecommerce activities of people.

Majority of respondents is with save of time and money including 40 percent while
minority of respondents is with fast transactions 19.5 percent. Whereas 24 hrs service
includes 20 percent of respondents and with digital friendly 19.5 percent respondents
were agreed.

20% 20%

fast transactions
24 hrs service
saved time and money
20%
made digital friendly

40%

Figure 6 Impact of esewa in daily ecommerce activities of people

Figure 6 presents the benefit of esewa in daily ecommerce activities of people.
Majority of respondents is with save of time and money including 40 percent while
minority of respondents is with fast transactions 19.5 percent. Whereas 24 hrs service
 19

includes 20 percent of respondents and with digital friendly 19.5 percent respondents
were agreed.

2.2.4 Esewa as an emerging digital wallet

Respondents were asked whether they agree or disagree on esewa as emerging digital
wallet. They were to choose whether they strongly disagree, disagree,neutral, agree
and strongly agree.

Table 7
Esewa as an emerging digital wallet
Scale frequency Percentage
Strongly disagree 3 9.4%
Disagree 1 1.3%
Neutral 2 3.3%
Agree 22 65.4%
Strongly agree 7 20.6%
Total 35 100%
(Source: Questionnaire Survey, 2019)

Table 7 presents the respondents who agree and disagree on esewa as an emerging
digital wallet. to choose whether they strongly disagree, disagree,neutral, agree and
strongly agree. The majority of respondents agree which incudes 65.6 percent
whereas minority with disagree which is null.similarly neutral includes 3.1 percent
and strongly agree with 21.6 percent.

strongly disagree disagree neutral

agree strongly agree

9%
1%
22% 3%

65%
 20

Figure 7 Esewa as an emerging digital wallet

Figure 7 presents the respondents who agree and disagree on esewa as an emerging
digital wallet. to choose whether they strongly disagree, disagree,neutral, agree and
strongly agree. The majority of respondents were agree which incudes 65.6 percent
whereas minority with disagree which is null.similarly neutral includes 3.1 percent
and strongly agree with 21.9 percent.

2.2.5 Esewa making life easier by saving time and money

Table 8
Esewa saving time and money
Scale frequency percentage
Strongly disagree 1 1.4%
Disagree 1 1.6%
Neutral 7 21.3%
Agree 23 68.7%
Strongly agree 3 9.4%
Total 35 100%
(Source: Questionnaire Survey, 2019)

Table 8 presents the percentage of people who agree and disagree on esewa saving
their time and money. Majority is with people who agree i.e 68.8% and minority with
strongly disagree and disagree i.e 1.6 percent. Whereas respondents of neutral is 21.3
percent and strongly agree by 9.4 percent of respondents.
 21

strongly disagree disagree neutral

agree strongly agree
2%

17%

40%
5%

35%

F
igure 8 Esewa saving time and money

Figure 8 presents the percentage of people who agree and disagree on esewa saving
their time and money. Majority is with people who agree i.e 68.8% and minority with
strongly disagree and disagree i.e null. Whereas respondents of neutral is 21.9 percent
and strongly agree by 9.4 percent of respondents.

2.2.6 Esewa`s performance rating

Respondents were asked to rate performance of esewa. Question is based on linear
scale on best to worse from 1 to 5 rating
Table 9
Perfomance rating of esewa
Rating Frequency Percentage
1 16 42.5%
2 12 36.5%
3 5 16%
4 1 2.5%
5 1 2.5%
Total 35 100%
(Source: Questionnaire Survey, 2019)
 22

45.00%

40.00%

35.00%

30.00%
percentage

25.00%
42.50%
20.00%
36.50%
15.00%

10.00%
16.00%
5.00%
2.50% 2.50%
0.00%
1 2 3 4 5
rating

Figure 9 Performance rating

Table 9 and Figure 9 presents the performance rating of esewa. The respondents
rating esewa performance as 1 is 42.5 percent, as 2 37 percent. Whereas respondents
rating esewa performance as 3 is 16 percent.

2.2.7 Referral of people to use esewa

Respondents were asked whether they have referred their friends to use esewa or not.
The answers were yes and no
Table 10
Referral of people to use esewa
Referral frequency percentage

Yes 28 83.4%

No 7 16.6%

Total 35 100%
 23

17%

yes
no

83%

(Source: Questionnaire Survey, 2019)

Table 10 presents the percentage of respondents referred others to use esewa. People
referring others to use esewa includes 83.4 percent with majority while 16.6 percent
respondents have not referred to others to use esewa.

Figure 10 Referral of people to use esewa

Figure 10 presents the percentage of respondents referred others to use esewa. People
referring others to use esewa includes 81.3 percent with majority while 6.3 percent
respondents have not referred to others to use esewa. Whereas 12.5 percent of
respondents maybe have referred.

2.2.8 Process of Loading fund in esewa

 24

Respondents were asked through which process do they load fund in esewa. And the
options given were bank account, esewa local agents, funds transfer and other.

Table 11
Load fund in esewa
Load fund Frequency Percentage
Bank account 24 70.2%
Esewa local agents 7 19.1%
Funds transfer 3 9.3%
Other 1 1.4%
Total 35 100%
(Source: Questionnaire Survey, 2019)

Table 11 presents the percentage of respondents using different process to load fund
in esewa. Majority with 70.2 percent of respondents using bank account to load fund
while minority of people using other with 1.4 percent similarly people using esewa
local agents is 19.1 pecent and funds transfer is 9.3 percent.

1%

10%

19%
bank account
esewa local agents
funds transfer
other

70%

Figure 11 Load fund in esewa

 25

figure 11 presents the percentage of respondents using different process to load fund
in esewa. Majority with 71 percent of respondents using bank account to load fund
while minority of people using funds transfer with 9.7 percent similarly people using
esewa local agents is 19.4 pecent.

2.2.9 Role of digital wallet in ecommerce

Respondents were asked whether digital wallet has played a great role in their
ecommerce or not.

Table 12
Role of digital wallet in ecommerce
Scale Frequency Percentage
Strongly disagree 1 3.2%
Disagree
Neutral 3 6.5%
Agree 27 77.4%
Strongly agree 4 12.9%
Total 35 100%
(Source: Questionnaire Survey, 2019)

Table 12 presents the percentage of people agreeing and disagreeing whether digital
wallet has great role in ecommerce. Majority is with agreed people icluding 77.4
percent and 1 percent of disagreed people with minority. 6.5 percent respondents are
neutral and 12.9 percent respondents are strongly agreed about the matter while 3.2
percent of strongly disagree people.
 26

3%
13% 6%

strongly disagree
disagree
neutral
agree
strongly agree

77%

Figure 12 Role of digital wallet in ecommerce

Figure 12 presents the percentage of people agreeing and disagreeing whether digital
wallet has role in ecommerce. Majority is with agreed people including 77.4 percent
and 3.2 percent of strongly disagreed people with minority. 6.5 percent respondents
are neutral and 12.9 percent respondents are strongly agreed about the matter.

2.2.10 Time period of people using esewa

Respondents were asked about the time period they are using esewa. They have to
choose 4 options i.e just started, 1year, 1-3 years, more than 3 years

Table 13
Time period of people using esewa

Time Frequency Percentage

Just started 10 30%
1 year 16 43.3%
 27

1-3 years 7 20%

More than 3 years 2 6.7%
Total 35 100%
(Source: Questionnaire Survey, 2019)

Table 13 presents the time people are using esewa. Majority is with people using from
1 year with 43.3 percent and minority of people using for more than 3 years. Whereas
people just started using esewa is 30 percent and users for more than 3 years is 6.7
percent.

50%
45%
40%
35%
30%
percentage

25%
43.30%
20%
15% 30.00%
10% 20.00%
5%
6.70%
0%
just started 1 year 1-3 years more than 3years
years
 28

Figure 13 Time period of people using esewa

Figure 13 presents the time people are using esewa. Majority is with people using
from 1 year with 43.3 percent and minority of people using for more than 3 years.
Whereas people just started using esewa is 30 percent and users for more than 3 years
is 6.7 percent.

2.3 Findings and discussion

 Most of the people use esewa for bill payment purpose while people using
esewa for business purpose is seen less than other purposes.
 The reward system feature of esewa is more popular than the other features
such as cash back offer, mobile topup, and discount on payment.
 Majority is with the people who agree that esewa is an emerging digital wallet
 Most of the people agree that esewa has made their life easier by saving time
and money.
 It is found that esewa has got rating 1 by the majority of the respondents based
on its performance.
 Respondents who referred others to use esewa is higher than who didn’t
 Mostly people use bank accounts to load fund in esewa rather through esewa
local agents, fund transfer or other.
 People who agree that digital wallet has role in ecommerce is higher.
 Majority is with people who have used esewa for one year.
 Main benifit of esewa in daily ecommerce activities of people is saving of
time and money.
 29

CHAPTER III
CONCLUSION AND ACTION IMPLICATIONS

3.1 Conclusion
The objectives of this research is to find out the purposes of using digital wallet-
esewa in ecommercial activities of people in kathmandu valley. From the research it
is concluded that people use esewa mainly for bill payment. Esewa is really important
to the majority of people. The main features people like about esewa are bill payment,
online services, easy to pay etc. the major impact esewa made in the respondents daily
activities is saving of time and money.It is clearly seen that people who agree as
esewa is emerging digital wallet is higher than people who disagree. Respondents life
is being easier by using esewa it helped for fast transaction and save the time and
money. Most of the respondents rated esewa performance as 1 which means it is has
got high rating . Respondents who refferd others to use esewa is higher than people
who don’t. from the research it is found that people mainly load balance in esewa
from bank account. . digital wallet has played a great role in nepalese ecommerce in
present time because people are being digital friendly and are seen more comfortable
using the electronic devices. Esewa is just emerging at present because there is
majority of people using esewa for 1 year or less.

After the results are taken it can be concluded that esewa is emerging day by day.
There is started to seen importance of esewa in the daily activities of people. People
have now strated to pay bill of electricity, drinking water bills, telephone bills from
esewa which is a devasting change in the commercial activities of people . Before
people used to wait in queues for hours to pay the household bills but now after
launching of esewa as an Nepal`s first online payment gateway it has been so easy to
the people of nepalese society. Life has been easy and comfortable by the use of
esewa.
 30

3.2 Actions implications

 It should focus more on the business purpose by giving better services to the
business persons.
 Cash back offer should be improved on payment.
 Benefits like fast transactions, 24 hours service and made digital friendly
should be more focused.
 In order to be more competitive in the market the performance rating should
be improved.
 The other ways to load fund in esewa should be increased rather only focusing
on the bank load.
 It shows people who started using esewa for 1 year or less is higher 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 pay through esewa easily.
 Esewa should improve offline bill payment system.
 More offers and reward system should be increased and improved for
retaining customers as customers satisfaction is the key factor.
 New features should be added so that more customers would be attracted.
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APPENDIX