A Study On Digital Wallet - Esewa [PDF]

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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

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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

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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-ofsale 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 eSewa 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 Male 22 Female 13 Total 35 (Sources:Questionnaire Survey, 2019)

percentage 61.1% 38.9% 100%

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 20-25

2 30

5.6% 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

6%

3%

25-30

30+

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 7%

professor

business man

other

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 Bill paying Online shopping Online ticketing Business purposes

Frequency 27 4 3 1

Percentage 77.1% 11.4% 8.6% 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% [percentage

50.00% 40.00%

percentage

30.00% 20.00%

11%

10.00% 0.00%

9% 3%

g yin a ll p bi

... ... ke op c h e ti es in in l l purposeson on

bu

r pu s es sin

...

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 Cash back Reward system

Frequency 4 13

Percentage 11.5% 35.6%

Mobile topup Discount on payment

8 10

23.4% 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%

20%

fast transactions 24 hrs service saved time and money 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 Strongly disagree Disagree Neutral Agree Strongly agree Total (Source: Questionnaire Survey, 2019)

frequency 3 1 2 22 7 35

Percentage 9.4% 1.3% 3.3% 65.4% 20.6% 100%

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 agree

disagree strongly agree 9%

neutral

1% 3%

22%

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 Strongly disagree

frequency 1

percentage 1.4%

Disagree

1

1.6%

Neutral 7 Agree 23 Strongly agree 3 Total 35 (Source: Questionnaire Survey, 2019)

21.3% 68.7% 9.4% 100%

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 agree

disagree strongly agree

neutral

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 1 16 2 12 3 5 4 1 5 1 Total 35 (Source: Questionnaire Survey, 2019)

Percentage 42.5% 36.5% 16% 2.5% 2.5% 100%

22 45.00% 40.00% 35.00%

percentage

30.00% 25.00% 20.00%

42.50% 36.50%

15.00% 10.00%

16.00%

5.00% 0.00%

1

2

2.50% 4

3

2.50% 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 Esewa local agents

24 7

70.2% 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 Strongly disagree Disagree Neutral Agree Strongly agree

Frequency 1

Percentage 3.2%

3 27 4

6.5% 77.4% 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% 6%

13%

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%

percentage

35% 30% 25% 43.30%

20% 15%

30.00%

10%

20.00%

5% 0%

6.70% just started

1 year

1-3 years years

more than 3years

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 walletesewa 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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Perceived Risk and Security on the

Adoption of Mobile Banking in Morocco, ICEIS, 497-502 Sardar, R. (2015). The Norms and Regulation on Electronic Wallet, Journal of Central University of Finance & Economics, No. 8, 83-87. Carlson, E. (2015). College Students: The Full-On Force of China Online Shopping, Marketing Research, No. 4, 15-16. Xin, R. (2016). Analysis on Business Development of Electronic Wallet, The Banker, No. 11, 78-86. Lin, S. (2016). Design and Development of Campus One Card Solution System, Ocean University of China, Qingdao, No. 5, 3-7.

APPENDIX