A STUDY ON THE PERCEPTION OF CUSTOMERS TOWARD E-SEWA

A Research Report

Submitted by:

Sandesh Shrestha

PU Registration Number: - 2019-2-03-2295

Exam Roll Number: - 20031435

Imperial Business College

Submitted to

The Faculty of Management

Pokhara University, Pokhara

In the partial fulfillment of the requirements for the degree of

Bachelor in Business Administration (BBA)

Kathmandu, Nepal

July, 2023

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 STUDENT’S DECLARATION

This is to certify that project work entitled “PERCEPTION OF CUSTOMERS

TOWARD ESEWA” submitted to the Faculty of Management Pokhara University under
Supervision of Mr. Bijay Chalise, faculty Member, Imperial Business College and is
submitted in partial fulfillment of the requirement of the degree of Bachelor in Business
Administration (BBA) at Faculty of Management. This is my original work and I have
not submitted it earlier elsewhere.

Sandesh Shrestha

Date: July, 2023

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 SUPERVISOR’S RECOMMENDATION

This is to certify that the summer project entitled “Perception of Customers toward
ESewa” is an academic work done by Sandesh Shrestha. To the best of my knowledge,
the information presented by him in the summer project report has not been submitted
earlier.

Mr. Bijay Chalise

Date: July, 2023

Signature:

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 ENDORSEMENT (LETTERPAD)

We hereby endorse the project work report entitled “Perception of Customers toward
Esewa” submitted by Sandesh Shrestha of Imperial Business College, New Baneshwor,
Kathmandu, Nepal, in partial fulfillment of the requirement of the Bachelor in Business
Administration (BBA) for external evaluation.

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 ACKNOWLEDGEMENT

Apart from the efforts of an individual, the success of any report depends largely on the
encouragement and guidelines of many others. This project would not have been possible
without the kind support and help of many individuals and organizations. I would like to
extend sincere thanks to all of them.

At first, I would like to express my gratitude to Pokhara University (PU) for providing
the golden opportunity to research and further I would like to express profound gratitude
to my supervisor Mr. Bijay Chalise for his invaluable support, encouragement,
supervision and useful suggestions throughout this project work. His moral support and
continuous guidance enabled me to complete my work successfully.

I am highly indebted to all the members of Esewa for providing necessary information
regarding the project and also their support in completing the project. Finally, my thanks
and appreciation goes to my parents and all the people who have willingly helped me out
with their abilities.

Sandesh Shrestha

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 TABLE OF CONTENTS

A STUDY ON THE PERCEPTION OF CUSTOMERS TOWARD E-SEWA...........................i

STUDENT’S DECLARATION..................................................................................................ii
SUPERVISOR’S RECOMMENDATION..................................................................................ii
ENDORSEMENT (LETTERPAD).............................................................................................ii
ACKNOWLEDGEMENT..........................................................................................................ii
LIST OF TABLES......................................................................................................................ii
LIST OF FIGURES....................................................................................................................ii
ABBREVIATIONS....................................................................................................................ii
CHAPTER 1...............................................................................................................................2
INTRODUCTION......................................................................................................................2
1.1 Background.....................................................................................................................2
1.2 Profile of Organization...................................................................................................2
1.2.1 Introduction to ESewa....................................................................................................2
1.3 Objectives.............................................................................................................................2
1.4 Rationale...............................................................................................................................2
1.6 Methods................................................................................................................................2
1.6.1 Research Design............................................................................................................2
1.6.2 Description of Population and Sample...........................................................................2
1.6.3 Data Collection..............................................................................................................2
1.6.4 Data Processing Techniques..........................................................................................2
1.7 Limitations of the study........................................................................................................2
CHAPTER II..................................................................................................................................2
RESULTS AND ANALYSIS.........................................................................................................2
2.1 Data Presentation..................................................................................................................2
2.2 ESewa related respondent profile..........................................................................................2
Aware customer not using ESewa..............................................................................................2
CHAPTER III.................................................................................................................................2
SUMMARY AND CONCLUSION................................................................................................2
3.1 Summary...............................................................................................................................2

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 3.2 Conclusion............................................................................................................................2
References......................................................................................................................................2

LIST OF TABLES

Table no. 2.1 Rate of response by respondents

Table no. 2.2 Sex of respondents

Table no. 2.3 Age group of respondent

Table no. 2.4 Academic qualification of respondents

Table no. 2.5 Occupation of respondents

Table no. 2.6 Awareness about Esewa

Table no. 2.7 Information source

Table no. 2.8 Preference toward using Esewa for completion of different transaction

Table no. 2.9 Frequency of reduced traditional payment due to Esewa

Table no. 2.10 How often Esewa is used

Table no. 2.11 Number of times Esewa is being used

Table no. 2.12 Satisfaction level of users

Table no. 2.13 Preference of Esewa over traditional Methods

Table no. 2.14 Reasons for not using Esewa

Table no. 2.15 Plan to use Esewa if problems are addressed

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 LIST OF FIGURES

Figure no. 2.1 Pie chart showing sex of respondents

Figure no. 2.2 Pie chart showing age group of respondent

Figure no. 2.3 Pie chart showing academic qualification of respondents

Figure no. 2.4 Pie chart showing occupation of respondents

Figure no. 2.5 Pie chart showing awareness about Esewa

Figure no. 2.6 Pie chart showing Information source

Figure no. 2.7 Bar graph showing preference of Esewa in completion of different
transactions

Figure no. 2.8 Pie chart showing the frequency of reduced traditional payments due to
Esewa

Figure no. 2.9 Bar graph showing how often Esewa is being used

Figure no. 2.10 Bar graph showing number of times Esewa being used

Figure no. 2.11 Pie chart showing satisfaction levels of users

Figure no 2.12 Pie chart showing preference of Esewa over traditional methods

Figure no. 2.13 Bar graph showing reasons for not using Esewa

Figures no. 2.14 Bar graph showing plan to use Esewa if problems are addressed

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 ABBREVIATIONS

BBA: Bachelor of Business Administration

FY: Fiscal Years

No.: Number

PU: Pokhara University

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CHAPTER 1: INTRODUCTION

1.1 Background

Perception can be defined as our recognition and interpretation of sensory information.

Moreover, perception also includes how we respond to the information. Perception is
influenced by three different factors. They are the perceiver, target and situation. The
perceiver is the one who perceives the information and is dependent upon attitude,
motive, experiences, expectations etc. On the other hand, the target is dependent upon
novelty, background, motion etc. Therefore, what one perceives can be different from
others as well as different from object and reality. Thus, we can say that the perception of
customers also differs from one person to another. This report tries to study the
perception of customers toward mobile wallets by taking the sample of ESewa. Mobile
wallet is the recent form of payment adopted worldwide. Different payment methods and
systems are used by people till date.

The term payment is as old as human civilization, since then the payment industry has
undergone a drastic transition from barter system to virtual payments i.e. mobile wallets.
Barter system is an age-old method of exchange, which has been used for centuries long
before money was invented. People during that period exchanged goods and services for
other goods and services in return. After that the trading system expanded its boundaries
by exchanging precious metals like copper, bronze, gold etc. With the advent of the
industrial revolution the banking system was adopted as standard payment and as a
monetary regulating body. After the success of the banking system, a cash based society
evolved through the internet and that led to the building up of various electronic payment
systems like debit card, credit card e-cheque etc. And payment is now pushing into digital
frontier of virtual wallet which is also called mobile wallet or a digital wallet.

A mobile wallet is a way of carrying digital card information in a digital form on a

mobile device. To make purchases, people can pay with their tablet, smart watch, or
smartphone. Normally, a mobile wallet is a payment service through which individuals
and businesses can send and receive money through mobile devices. It is a type of e-

1
commerce mode that is intended to be used with mobile devices owing to their easy
access and convenience. It is also known as a mobile money transfer or mobile money.

Primarily, a mobile wallet allows an individual to receive payments as well as pay using a
mobile device. Usually, a mobile wallet is provided through some payment processing
models. This includes:

1. Mobile-based billing– An individual generally receives/sends payment through

their mobile service provider.

2. SMS-based transactions– This involves initiating transactions by sending an SMS

short code. The payment can be debited/credited from the configured bank
account, mobile service or credit card.

3. Mobile web payments– enable users to receive/send payments through a mobile

app.

4. Near-field communications (NFC) – In this case, a special hardware in the mobile

device and a mobile app relate with a payment-processing terminal.

With the introduction of digital wallets now people are able to securely transact in the
virtual and real world. These days different app-based wallets have provided convenience
for people to make cashless transactions. Mobile wallet is equivalent to physical wallet. It
provides a platform for the user to keep money in it like that of a bank account. In order
to use a mobile wallet first, the user needs to make an account with a mobile wallet
provider. Then, the money can be loaded to the m-wallet account using a bank account,
debit card, credit card etc. The loaded money can be used to pay for goods and services,
transfer funds from their mobile wallet through a simple SMS or via NFC etc. Thus,
people’s mentality is studied in this report to draw conclusions based on digital wallet
through ESewa.

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 1.2 Profile of Organization

Less than three decades ago, the idea of sending and receiving money using mobile
devices seemed odd. Today, the use of a mobile device for money transfer is not only
accepted but turning out to be the norm in our society. Some very successful mobile
wallets include Globe GCASH, SMART Money in the Philippines and M-PESA in
Kenya.

Back in 1997, Coca Cola introduced a few vending machines in Helsinki that allowed
consumers to buy their drink through text message. Although small, this innovative use
case is still regarded as the first example of mobile wallet and introduced the idea of
using mobile devices for transactions. As time went on, mobile devices were used to buy
movie tickets, arrange travels and even order pizza. By 2003, about 95 million cell phone
users had made a purchase using their mobile devices.

The major player in mobile wallets is Google and Apple. Google wallet was launched in
2011, making it the first major company to provide a mobile wallet to market. With the
wallet, shoppers could make payments, earn loyalty points, and redeem coupons, using a
technology known as ‘near field communications’. Unfortunately, Google wallet had
limitations. It was only used on one phone model and was accepted by few merchants.
Notwithstanding, It was revolutionary.

In 2012, Apple introduced the Apple’s Passbook, an app that targeted boarding passes,
tickets and coupons instead of actual mobile payments. Two years later, during the
launch of IPhone 6, Apple Pay was announced. Although Apple Pay service was only
available in the US, it is now available in other countries also.

With that in mind, here’s a timeline of how electronic payments have advanced into the
21st century:

● 1983: David Chaum, an American cryptographer, starts work on creating digital

cash by inventing “the blinding formula, which is an extension of the RSA

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 algorithm still used in the web’s encryption.” This was the beginning of crypto
currencies

● 1998: PayPal was founded

● 1999: Ericsson and Telenor launched “Mobile wallet”, mobile phones could be

used to purchase movie tickets.

● 2003: Ninety-five million cell phone users worldwide made a purchase via their

mobile device during this period.

● 2007: Both the IOS and Android operating systems were released.

● 2008: Bitcoin was invented.

● 2011: Google wallet was released.

● 2014: Apple Pay was launched followed a year later by Android and Samsung

Pay

1.2.1 Introduction to ESewa

Realizing the need of unbanked customers which were large in numbers in comparison to
banked customers gave the platform to introduce mobile wallets in Nepal. ESewa is the
outcome of that need. ESewa was introduced in Nepal for the first time in the year 2009.
It is the first digital payment portal in Nepal. It allows online and offline payments to
various merchants, transfer funds to various partner banks and many more. Apart from
that, customers can register and get mobile money instantly, cash into their wallet from
agents and partner banks and start making payments. Customers can pay for utilities,
recharge their mobile, pay internet bills, buy airline tickets, school fees, etc from their
mobile wallet easily. Similarly, merchants, service providers and retail outlets can receive
payments for goods and services in the wallet instantly. This will enable hassle free,
secure and immediate payments from customers.

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ESewa has also played a vital role to grow the e-commerce business in Nepal by
providing a secure online payment mechanism. Since, money in the pockets nowadays
has been dangerous because many criminal activities such as theft, robbery and
kidnapping for the money have increased. People these days don’t feel secure while
carrying money with them because of such activities. So, the introduction of mobile
wallets apps like ESewa has aided the Nepalese people. It provided them with a safe and
secure platform for monetary problems. And is not just a wallet on mobile devices. It is a
wallet on the web also which will help to pay bills without involving any cash
transactions directly. Above all, using ESewa is like carrying a bank inside your pocket.

ESewa is the m-wallet service provider which aims to provide its service to the larger
population of Nepal. But still it isn’t able to flourish well due to lack of knowledge
among the people of Nepal. Apart from that Nepalese people feel a security threat as all
the activities are performed through hand held devices. They aren’t sure about its security
mechanisms and tend to use traditional approaches for financial transactions. Therefore,
perception of ESewa is important to investigate because that will help to identify future
possibilities from the current scenario. And apart from that it will be beneficial to know
about the behavior of people towards modern approaches to payment and would help to
develop strategies to attract them and encourage them to prefer the modern approach of
financial transactions.

1.3 Objectives

The main aim of this research is to explore the perception of customers towards m-
wallets in Birtamode. ESewa will be used as a sample for this research. Apart from that
other specific objectives are;-

i. To examine the awareness of the customers toward ESewa.

ii. To identify customer preferences and usage patterns with regards to ESewa.
iii. To analyze the impact of ESewa among people.

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1.4 Rationale

As mobile wallets are gradually growing online and offline payment transactions are
taking place in Nepal these days. This study undertakes to give insight about m-wallets
payment gateway services based on ESewa. It helps us to know the kind of services used
by the users, which are provided by the m-wallet payment gateway services provider. The
study also aims to find the factors influencing the perception of the consumers towards
m-wallet.

Review of literature has vital relevance with any research work due to the possibility that
the repetition of study can be eliminated and another dimension can be selected for study.
The literature review helps researchers to remove limitations of existing work or may
assist to extend prevailing study. Below has been mentioned the different review of
literature that I found useful.

Sardar,R.(2016) conducted a study on “Preference Towards Mobile Wallets Among

Urban Population of Jalgaon city”. The objective of the study was to find awareness and
preference towards the mobile wallets in Jalgaon. Study also focused on the impact of
various demographic factors on the usage of mobile wallets. Further, research has also
found out reasons for refraining the usage of mobile wallets. For the study purpose, the
researcher has used both primary and secondary data. For collecting primary data, the
researcher has conducted a survey of 60 respondents in the urban area of Jalgaon. The
researcher found that majority respondents preferred to use mobile wallet payment to
transfer money followed by recharging mobile or DTH payment. The hypothesis testing
revealed that there is no significant difference between age & gender of respondents and
their opinion about overall usage of mobile payments. The major reason for refraining the
usage of mobile wallet was security of transaction while purchasing online.

Rathod, H. (2016) studied on “Adoption of Digital Wallet by Consumer”. The study

focused on identifying factors that affect customer decision to adopt digital wallet as
mode of online payment. The study also identified various factors related to risk and
challenges faced by customers while using digital wallets. To collect data, the researcher
has prepared a structured questionnaire and conducted a survey of 150 smart users. The
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researcher has taken nine factors that affect the selection of m-wallets namely pricing,
convenience, ease of use, brand loyalty, security, privacy, utility of innovation,
usefulness of digital wallet and discount offer. The researcher found that the most
important factor that affected customers to use m-wallets was convenience in buying
products online followed by brand loyalty. On the other hand, security and safety of
funds at the time of transaction was found to be challenging issues for users.

Kaifh, S. (2015), made a study on “Developing consumer Adoption Model on mobile

wallet in Canada '', by taking a sample of 530 respondents through convenience sampling,
partial least square model was used to analyze the data. The focus of the study was to
identify the factors that influence the customers’ adoption of mobile wallets. This study
was based on technology acceptance model (TAM) & innovation diffusion theory (IDT).
As per the analysis made by them there is relationship among perceived usage, perceived
ease of use & perceived security in predicting the adoption of mobile wallets

Doan, N. (2014) studied “Consumer Adoption in Mobile Wallet: A study of Consumers

in Finland”. The main objective of the study was to identify factors that influence the
adoption of mobile wallet from the mobile users in Finland. The researcher has collected
primary data with the help of structured questionnaires and conducted a survey on 100
respondents. For the study purpose, the researcher has identified eight factors that
influence the adoption of mobile wallet. They were transaction fees, convenience, ease of
use, brand loyalty, secured privacy, and utility of innovation & usefulness of m-wallets.
The researcher has found that security was the most influencing factor for the adoption of
m-wallets.

Neeharika P & VN Sastry (2014), conducted a study on “A Novel Interoperable Mobile

Wallet Model with capability based access control framework”, this study makes an
important contribution towards the development of a mobile wallet that can work across
various platforms. As security is the major concern when it comes to finance related
information, the study addresses the security issues by giving access control models that
work towards interoperable mobile wallets.

7
Chen, L. (2008) examined which determinants affected consumer use of mobile
payments through “A Theoretical Model of Consumer Acceptance of M-payment”.
Consumer acceptance was drawn from a sample of 299 consumers. Although 450
participants were requested during the survey, the researcher wasn’t able to derive results
from all those participants. A theoretical framework was formed and was tested with
hypotheses to reach to the conclusion. They were perceived transaction convenience,
perceived transaction speed, security concerns, privacy concerns, perceived ease of use
and usefulness, perceived risk, compatibility and intentions to use m-payment.

1.6 Methods

Research is a systematic method of finding solutions to problems. It is essentially an

investigation, a recording and an analysis of evidence for the purpose of gaining
knowledge. According to Clifford woody, “Research consists of defining and redefining
problems, formulating hypotheses or suggested solutions, collecting, organizing and
evaluating data, reaching conclusions, testing conclusions to determine whether they fit
the formulated hypothesis”. The research methodology is the process of arriving at the
solution of the problems through planned and systematic dealing with the collection,
analysis and interpretation of facts and figures.

1.6.1 Research Design

According to Kothari (2008), research design is the conceptual structure within which
research is conducted, it constitutes the blueprint for the collection, measurement, and
analysis of data as such the research design includes an outline of what researchers did
from writing the hypothesis and its operational implications to the final analysis of data.

Descriptive research design is used in the project work, because it describes the state of
affairs as it exists, when reporting the findings. Descriptive studies result in the formation
of important principles of knowledge and solution to significant problems where
qualitative and quantitative approaches can be used. Descriptive design will enable the
8
researcher to measure, analyze, compare, and interpret data in order to understand the
Perception of customers toward ESewa. Moreover, qualitative aspects like respondents’
view with regard to Perception of ESewa is given primary importance in this project
work.

1.6.2 Description of Population and Sample

Population refers to the total number of cases in the focus of interest. The population of
this project work is ESewa. The sample size used for this research work consists of one
mobile payment company, which is ESewa. This digital wallet was selected based on its
oriented technology driven state, profitability and large capital base.

1.6.3 Data Collection

The study uses both primary and secondary data for the purpose of analyzing the
Perception of Customers toward ESewa. The primary data are collected through
questionnaires carried out with 30 customers. Certain information has been retrieved
from the ESewa. The information has been observed, analyzed, compared, contrasted and
conclusions have been derived. The conclusions have been derived from the
questionnaires and are most likely to provide answers to questions posed by this research.
This will help to clarify and broaden our sense of direction in this project work.

The ESewa websites are used as the secondary sources of the study. A list of related
articles from various journals is also used to develop the basic idea about the particular
topic.

1.6.4 Data Processing Techniques

The data collected from the above stated sources has been classified, tabulated and
interpreted for easier study.

Classification and Tabulation of Data

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The data collected are classified, tabulated and arranged in manner to make it easily
understandable with use of tables in chronological order.

Diagrammatic Representation of Data

The use of bar-diagram and pie-chart are thought to be useful to present the data. Hence,
the use of bar-diagram and pie-chart has been done.

1.7 Limitations of the study

Every study has some limitations so this study has restrictions and is also not free from
limitations. This study is simply a partial requirement of the BBA program. So this study
is limited by the following factors: -

1. Among the various Mobile wallet companies, this study focuses only on Perception of
customers towards ESewa.

2. The study is based on both primary and secondary data and therefore, the findings are
based on field research, brochure, magazine, etc. and the information provided by the
company.

3. The study is limited to the Perception of customers towards ESewa leaving other areas
uncovered due to unavailability of sufficient information and adequate time.

4. For literature review, various newspapers, journals, unpublished thesis work and the
internet will be referred. However, the literature review will be limited to very few
articles and research works due to unavailability of sufficient materials.

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 CHAPTER II

RESULTS AND ANALYSIS

This research is primarily interested in ascertaining the perception of customers toward

ESewa in Birtamode. This chapter covers the presentation, analysis and interpretation of
data collected from primary sources. The data here are the replies collected from
questions laid out in the questionnaires distributed to the respondents. In order to present
the data collected through questionnaires, all questions in the questionnaire were
analyzed including the ones with close relationship with research objectives. Bar graphs
and Pie charts are used in presentation of data because they are extremely relevant visuals
to use in reports as they allow the reader to recognize patterns and trends of Bar graph
and Pie chart far more easily.

2.1 Data Presentation

Table 2.1

Rate of Response by Respondents

Questionnaire Respondents Valid percentage (%)

Returned 30 100

Not returned 0 0

Total 30 100

(Source: Field survey, 2023)

A total number of 30 questionnaires were distributed and all of those questionnaires were
returned. The amount retrieved thus represents 100% of the total questionnaire
administered, and is a reasonable level upon which the research can be based.

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SECTION A – Personal Bio-data

Table 2.2

Sex of Respondents

Sex Frequency Percentage

Male 13 43.33%

Female 17 56.67%

Total 30 100

(Source: Field Survey, 2023)

Figure 2.1 Pie-chart showing sex of respondents

Table and figure shows that 13 out of 30 respondents were males, representing 43.33% of
the entire sample size, while 17 were females, representing 56.67% of the sample size.

12
 Table 2.3

Age group of Respondents

Age Group Frequency Percentage

Below 21 2 6.67%

21-30 20 66.67%

31-40 4 13.33%

41-50 3 10%

Above 50 1 3.33%

Total 30 100

(Source: Field survey, 2023)

Figure 2.2 Pie-chart showing age of respondents

From the table and chart, it can be deduced that out of 30 respondents 2 were below 21
years representing 6.67%, 20 were between 21-30 years representing 66.67%, 4 were
13
between 31-40 years representing 13.33%, 3 were between 41-50 years representing 10%
of the sample and 1 was above 50 representing 3.33% .

Table 2.4

Academic Qualification of Respondents

Academic Qualification Frequency Percentage

Intermediate 3 10%

Bachelors 21 70%

Masters 6 20%

PHD 0 0

Others 0 0

Total 30 100

(Source: Field survey, 2023)

Figure 2.3 Pie-chart showing academic qualification of respondents

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From table 2.4, it can be deduced that 3 respondents have acquired intermediate level
education representing 10%, 21 respondents are bachelor degree holders representing
70% and 6 respondents are masters’ graduates representing 20% of the sample size.

Table 2.5

Occupation of Respondents

Occupation Frequency Percentage

Students 15 50%

Service 6 20%

Business 6 20%

Professionals 3 10%

Other 0 0

Total 30 100

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(Source: Field survey, 2023)

Figure 2.4 Pie-chart showing occupation of respondents

The table shows that 15 out of 30 respondents are students representing 50%, 6
respondents work on service oriented employment activities representing 20%, 6
respondents are business personals representing 20% and 3 respondents are professionals
representing 10% of the sample size.

2.2 ESewa related respondent profile

Table 2.6

Awareness about ESewa

Awareness stage Frequency Percentage

Hearing it for the first time 7 23.33%

Heard about it and used 15 50%

Heard about it but never used 8 26.67%

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 Total 30 100

(Source: Field survey, 2023)

Figure 2.5 Pie-chart showing the level of awareness

The above pie-chart shows that out of 30 respondents, 7 respondents aren’t aware about
ESewa representing 23.33%, 15 respondents know very well about ESewa representing
50% and 8 respondents have heard about ESewa but never used it, representing 26.67%
of the sample size. It can be observed from above pie-chart majority of people are aware
about ESewa

Table 2.7

Information Source

Sources Frequency Percentage

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 Friend 5 21.74%

Bank 4 17.39%

Advertisement 14 60.87%

Total 23 100

(Source: Field survey, 2023)

Figure 2.6 Pie-chart showing Information Source

The above pie-chart shows that most of the people came to know about ESewa from
advertisements i.e. 14 out of 25 respondents representing 60.87% of the total sample.
And people also came to know from friends and banks representing 21.74% and 17.39%
respectively.

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Aware customer using ESewa respondent profile

Table 2.8

Preference of ESewa in completion of different transaction

Particulars Frequency Percentage

Recharge 10 66.67%

Utility bill payment 2 13.33%

Food/movie 0 0

Bus/Flight ticket 1 6.67%

Online shopping 0 0

Transfer Money 2 13.33%

Total 15 100

(Source: Field survey, 2023)

Figure 2.7 Bar-graph showing preference of ESewa in completion of different

transaction

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The above table and graph elucidates that most of the people prefer to use ESewa for
recharge purpose and then for utility bills payment & transferring money followed by
bus/flight tickets.

Table 2.9

Reduction of Traditional Payment due to ESewa

Particulars Frequency Percentage

Yes 12 80%

No 3 20%

Total 15 100

(Source: Field survey, 2023)

Figure 2.8 Pie-chart showing the frequency of reduced traditional payment due to
ESewa

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The above table and chart elucidates that 80% of respondents have reduced the traditional
mode of payment after the introduction of ESewa in Birtamode and the rest 20% have
still been using the traditional mode.

Table 2.10

How often ESewa is used

Usage Frequency Percentage

Daily 2 13.33%

Weekly 3 20%

Quarterly 2 13.33%

Monthly 8 53.33%

Total 15 100

(Source: Field survey, 2023)

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Figure 2.9 Bar-graph showing how often ESewa is being used

From the above table and graph reveals that from the sample collected most people use
ESewa on a monthly basis i.e. 8 out of 15 do so. The next is used on a weekly basis by 3
respondents representing 20% and daily & quarterly basis is used by an equal number of
respondents representing 13.33% of the sample.

Table 2.11

Number of times ESewa being used

Particulars Frequency Percentage

Only once 0 0

2-5 times 5 33.33%

5-10 times 7 46.67%

More than 10 times 3 20%

Total 15 100

22
(Source: Field survey, 2023)

Figure 2.10 Bar-graph showing number of times ESewa being used

From the above table and graph we can deduce that most of the ESewa users have used
ESewa 5-10 times representing 46.67% out of total respondents using ESewa. Similarly,
5 respondents out of 15 respondents have used 2-5 times representing 33.33% and 3
respondents representing 20% have used more than 10 times.

Table 2.12

Satisfaction levels of users

Particulars Frequency Percentage

Highly Satisfied 0 0

Satisfied 11 73.33%

Neutral 4 26.67%

Dissatisfied 0 0

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 Strongly Dissatisfied 0 0

Total 15 100

(Source: Field survey, 2023)

Figure 2.11 Pie-chart showing satisfaction levels of users

The study shows that 73.33% of the respondents are satisfied with the ESewa services in
Birtamode while 26.67% of respondents found its service to be neutral.

Table 2.13

Preference of ESewa over Traditional Methods

Particulars Frequency Percentage

Saves Time 9 60%

Easy to Access 3 20%

24
 Safe and Secure 0 0

Convenient to use 3 20%

Discount/Offers availability 0 0

Total 15 100

(Source: Field survey, 2023)

Figure 2.12 Pie-chart showing preference of ESewa over traditional methods

The above table and chart depicts that most people prefer using ESewa as it saves their
time. 60% of the total respondents believed that ESewa saves time, 20% found it easy to
access and the other 20% found it convenient to use over other traditional approach.

Aware customer not using ESewa

Table 2.14

Reasons for not using ESewa

Particulars Frequency Percentage

25
 Doesn’t own a smartphone 0 0

Needs are met without 4 50%

ESewa

Non-availability/acceptance 2 25%
of service at different stores

Security issues 2 25%

Total 8 100

(Source: Field survey, 2023)

Figure 2.13 Bar graph showing reasons for not using ESewa

The above table and figure shows that most of the people's needs are met without ESewa
so they aren’t using ESewa. Apart from that security issues also hinders people from
using ESewa. Furthermore, people aren’t using ESewa because of
non-availability/acceptance of service at different stores.

Table 2.15

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 Plan to use ESewa if problems are addressed

Particulars Frequency Percentage

I will definitely use 4 50%

I will probably use 2 25%

I probably will not use 2 25%

I definitely will not use 0 0

Total 8 100

(Source: Field survey, 2023)

Figure 2.14 Bar-graph showing plan to use ESewa if problems are addressed

The above table and graph depicts the willingness among the non-user customers of
ESewa. 4 out of 8 non users who are aware about ESewa responded that they will
definitely use ESewa if the problems are addressed. Similarly, 2 respondents are in

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probable state to use but not sure. And also the other 2 responded they probably will not
use it.

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2.3 Findings

Purpose of the study of this report is to explore the perception of customers towards
ESewa. The objectives of the study were to examine awareness of the customer towards
ESewa, identify customer preferences and usage pattern with regards to ESewa and
analyze the impact of ESewa among people.

From the study it was found that 56.67% of the respondents were females and only
43.33% were males. Among the total respondents 6.67% of respondents lie below 21
years of age group, 66.67% of the respondents lie in between the age group of 21-30,
13.33% of respondents lie in between the age group of 31-40, 10% of respondents lie in
between 41-50 years and only 3.33% of respondent lie above 50 years of age group.
Similarly, 70% of respondents acquired Bachelor degree, 20% of those acquired master’s
degree and only 10% have completed intermediate level. Furthermore, 50% of
respondents were students, 20% of respondents were engaged in services, 20%
respondents were engaged in business and 10% of those were professionals out of the
total sample size.

According to the findings, (50%+26.67%) = 76.67% of the customers are aware about
ESewa but only 50% have used it. The Remaining 26.67% of people know about it but
have never used it. And only 23% of the respondents did not know about ESewa. This
shows that the awareness level among customers is in sound state. Customers came to
know about ESewa through friends, banks and advertisements. Among those most of the
people who knew about ESewa got information through advertisement i.e. approximately
60.87 %. 21.74% of respondents knew through friends and 17.39% came to know about
ESewa through a bank.

Most of the ESewa users prefer using ESewa to Recharge representing 66.67% of the
total respondents. 13.33% of those prefer using ESewa for utility bill payment and
transfer money. And only 6.67% of those respondents use ESewa for booking bus/flight
tickets. And with the introduction of ESewa there has been a reduction in use of
traditional payment systems to conduct transactional activities. 80% of the respondents
have reduced the use of traditional approaches for transactional purposes and only 20%
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of those haven’t done so. ESewa users use ESewa mostly on monthly basis for
transactional activities followed by weekly basis and then daily & quarterly basis.
53.33% of those use on monthly basis, 20% use on weekly basis and 13.33% use on daily
& quarterly basis out of those respondents using ESewa. In order to know the usage
pattern of ESewa users, a question related to the number of times ESewa is used was
asked and the result showed that most of the users have used ESewa 5-10 times followed
by 2-5 times and then more than 10 times. Similarly, the impact of ESewa among users
is studied through their satisfaction level. 73.33% of the users are satisfied with the
service provided by ESewa. And only 26.67% of the sample sizes are neutral in their
opinion with zero unsatisfied users. 60% of the respondents preferred ESewa over the
traditional method as it saves time. And easy to access and convenient to use dragged
20% of the rest of the respondents in each to use ESewa.

From the questionnaire related to customers who heard about ESewa but haven’t used
revealed that 50% of respondents need are met without ESewa, 25% respondents feel that
there is non-availability/acceptance of service at different stores and rest 25% found
security issues as a cause for not using ESewa. In order to investigate whether ESewa has
a positive impact or not upon people a question related to it was surveyed. And the result
revealed that 50% of the respondents will definitely use it, 25% aren’t sure but they might
use it and then the rest 25% might not use ESewa.

From the study it was found that most of the people are aware about ESewa and prefer
using it. People are also satisfied with the service provided by ESewa. As a whole it was
found that most of the people have a positive attitude and perception towards ESewa.

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 CHAPTER III

SUMMARY AND CONCLUSION

3.1 Summary

The study was conducted to explore customer awareness, perception and willingness to
engage in using a smartphone or web to replace the content of their physical wallets.
Specifically, the study explored awareness, preferences and a usage pattern of ESewa for
completing the monetary transactions. The increased penetration of internet connectivity
and smartphones has led to an increase in the number of ESewa users. ESewa is getting
trendier among customers these days.

As per the findings of the study, ESewa is getting popularity among students. Further, the
study also explored that most of the people are aware about ESewa and people prefer
using it for recharging and to-up purposes. Furthermore, the study also revealed that
many ESewa users have reduced the use of traditional payment methods with the
introduction of ESewa. Similarly there are large numbers of satisfied ESewa users. Most
of the people prefer using ESewa because it saves their time and energy. And among non-
users too this wallet has created a good foot print. We can know this fact by the result
acquired through the survey revealing that more people definitely will prefer using
ESewa if their problems are addressed. The results also indicate that there exists a market
for ESewa both in terms of increasing awareness as well as its usage. Also, the frequency
and value of each transaction using ESewa can also be increased. Recharge emerged as
the prime purpose for usage of ESewa. The study observed that respondents prefer using
ESewa because they save time and are easy to use and access. However, safety of money
transacted also remains their concern for adoption apart from non-availability of the
service.

Although the use of ESewa has been increased with the recent advancement of
digitization and benefited the customers, it has created the problem of unemployment.
Increase in ESewa users might have reduced the hectic schedule of employees and might
have provided customers with fast and efficient service but it's creating job loss in the
31
organization. The counter for payment of bills has decreased with its evolution.
Employees working there are compelled to leave the job.

3.2 Conclusion

Even though ESewa is a safe and secured means of e-payment, there are some aspects
that we would like to recommend for improvement in ESewa services. Following are the
areas for improvement:

i. Frequently update security mechanisms to maintain trust worthy online

transactions.
ii. Should simplify the user access system for less educated people.
iii. Advertise more about ESewa to people in order to increase their number.
iv. Should bring a plan to influence people of all ages to use ESewa.

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 References

Angbazo, B., Mei, P. & Saunders, A. (1997). E- finance: A Modern Perspective. (2nd
edh). New York: Irwin.
Belkin, B., Suchower, S. & Forest, L. (1998). ICT CreditMetrics Monitor, q1:17–28.
Buley,R.Carlyle. The American Life Convention,:A Study in the History of Mobile
bankingC,Kothari.,(1989), Research ESewa-Methods and Techniques, 2 nd edition, New
Delhi,New Age International.
Caouette, J.B., Altman, E. I. & Narayanan, P.(1998). Managing ESewa business:
The great Financing challenge. Canada: John Wilsey & Son Inc.
Carol, s.c. Bennett, (2004), Dictionary of bank,2nd edition, Great Britain

Websites

https://www.techbullion.com/mobile-wallet-origin-history-financial-technology/

https://techcrunch.com/2016/06/17/the-evolution-of-the-mobile-payment/

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