Tribhuvan University
Nepal Commerce Campus
Minbhawan, Kathmandu
A Field Visit Report on
“eSewa”
Submitted By:
Pooja Thapa (Roll No: 24989/19)
Pragya Dahal (Roll No: 24990/19)
Prashanta Neupane (Roll No: 24991/19)
Prasoona Khadka (Roll No: 24992/19)
Pratiksha Koirala (Roll No: 24993/19)
Submitted To:
Department of Bachelor of Business Administration (BBA)
Nepal Commerce Campus
Tribhuvan University
In partial fulfilment of the requirement for the award of Degree of Bachelors of Business
Administration (3rd semester)
Date: 7th December, 2021
LETTER OF RECOMMENDATION
I hereby recommend that this project prepared under my supervision by Pooja Thapa,
Pragya Dahal, Prashanta Neupane, Prasoona Khadka, Pratiksha Koirala and entitled
“eSewa” in partial fulfillment of the requirements for the degree of Bachelor of Business
Administration (BBA) is processed for the evaluation.
Krishna Bhandari
Tribhuvan University
(Supervisor)
I
CERTIFICATE OF APPROVAL
This is to certify that project report prepared by Pooja Thapa, Pragya Dahal, Prashanta
Neupane, Prasoona Khadka and Pratiksha Koirala, group 3 of Sec B, NCC BBA 3rd
semester student entitled “eSewa” in partial fulfillment of requirements for degree of
Bachelor of Business Administration has been studied.
In my opinion, it is satisfactory in terms of scope and quality as a project for the required
degree.
......................... ..........................
Internal Examiner External Examiner
II
ACKNOWLEDGEMENT
We would like to thank all the people who have helped us create this report. It would
not have been possible without the kind support and help from many individuals and
Nepal Commerce Campus family.
Foremost, we would like to express our sincere gratitude to our subject teacher,
[Link] Bhandhari for continuous support to our study and research, for his patience,
motivation, enthusiasm, and immense knowledge towards us. His guidance helped us in
all time of research and writing of this report.
We are really grateful because we managed to complete this project within the given
time. This project cannot be completed without the effort and cooperation from our
group members. We are very grateful towards eSewa Company for providing us
information about their company. Likewise, we appreciate the direct or indirect
contribution of other people behind the success of this report.
Pooja Thapa (Roll No: 24989/19)
Pragya Dahal (Roll No: 24990/19)
Prashanta Neupane (Roll No: 24991/19)
Prasoona Khadka (Roll No: 24992/19)
Pratiksha Koirala (Roll No: 24993/19)
III
ABSTRACT
Today’s world is all about information and technology. People today seems to adopt
technologies in their day to day life not only for entertained but also for other purpose,
mostly for e-commerce. We as a citizens of Nepal, always get frustrated because we
have to standing in long queue to pay the bills. But when eSewa introduced in Nepalese
digital market, it amazed the people. Now eSewa become the household name. eSewa
is a digital payment portal which allows you to make online and offline payment to
various merchants, transfer funds to various banks and many more through online or
SMS services. eSewa is a digital wallet; if you have fund in your eSewa account then
you can spend it any way you like, from online shopping to playing your utility bills,
mobile and internet top-ups and transferring it to various bank. eSewa is safer and easier
way to pay as eSewa is aimed to allow payments and money transfers to be made
through internet, all the access channels have been secured at software, hardware and
network level. eSewa uses SSL technology to keep information safe. It is form of direct
payments and banking without physical appearance at the MDA or bank through the
means of electronic, interactive communication channels and other technology
infrastructure. Most of the eSewa services are free to use, and few of the services may
charge minimal amount according to the services.
IV
TABLE OF CONTENTS
LETTER OF RECOMMENDATION……………………………………………… I
CERTIFICATE OF APPROVAL…………………………………………………... II
ACKNOWLEDGEMENT…………………………………………………………... III
ABSTRACT…………………………………………………………………………. IV
CHAPTER 1: INTRODUCTION…………………………………………………… 1
1.1 Management Information System……………………………………………….. 1
1.2 About eSewa…………………………………………………………………….. 1
1.3 Objectives of eSewa……………………………………………………………... 2
1.4 Information system used by eSewa……………………………………………... 3
1.5 Merits and demerits of the Information system…………………………………. 3
1.6 Impact of the information system in eSewa……………………………………… 4
CHAPTER 2: METHODOLOGY…………………………………………………… 5
2.1 Hardware Requirements………………………………………….……………… 5
2.2 Software Requirements………………………………………………...………… 5
2.3 Network Requirements……………………………………………………....…… 5
2.4 Business processes of eSewa………………………………………………..…… 6
2.5 Data Management of eSewa……………………………………………………… 7
2.5.1 How eSewa uses data…………………………………………………………… 7
2.6 Organization management of eSewa………………………………..…………… 8
2.6.1 Ethical issues ………………………………………………………………...… 8
2.6.2 Corporate Social Responsibility………………………………………………… 8
2.6.3 SWOT Analysis………………………………………………………………... 9
CHAPTER 3: CONCLUSION……………………………………………………….. 10
REFERENCES………………………………………………………………………. 11
LIST OF FIGURES
Figure 1.1: Logo of eSewa………………………………………………………...............1
Figure 2.1: Processes of eSewa………………………………………….............................6
LIST OF TABLE
Table 1.1: Rewards of eSewa……………………………………………………................8
CHAPTER 1: INTRODUCTION
1.1 Management Information System
Management Information System (MIS) is the management level of an organization and
serve management level function like planning, controlling, and decision making. The
study of MIS involve people, process and technology in an organizational context. These
systems provide routine summary of reports and in some cases, with online access to the
organization’s current performance and historical records to managers. Typically, these
system use internal data provided by the transaction system. MIS generally provides
answers to the routine questions that been specified in advance and have predefined
procedure for answering them.
1.2 About eSewa
Fig: 1.1 ESewa Logo
A digital wallet refers to an electronic device or online service that allows an individual to
make electronic transactions. This includes purchasing items online with a computer or
using small purchase something or made payment to some bills. If we talk about digital
wallet of our country eSewa is the leading payment gateway. It was founded on 2009 by
Nepalese entrepreneur Biswas Dhakal and Himal Niroula. eSewa is the subsidiary
company of F1Soft International Company which is leading fintech company of Nepal. It
has been licensed by Nepal Rastra Bank as payment service provider and an ISO
27001:2013 certified. It has on boarded more than 150 thousand merchants, more than 50
bank and financial institution and established a wider network worldwide. Recently eSewa
made contract with MBank to provide services for more than 450 cooperative associations.
It has 5 million registered users and 150 thousand agents.
eSewa is companies based mainly focused on electronic payment system. It becomes the
household name today because of its easier, safer and real time services to its customer.
Services provided by eSewa are:
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Fund/ money transfer: Customer can transfer fund from one eSewa account to another
eSewa account and money from one bank to another bank.
Utilities bills payment: Customer can pay bills for electricity (NEA payment), water
(khanepani payment) and telephone (NT landlines) via eSewa.
Online tickets booking: Some airlines like Buddha air, Yeti air, Shree air and Simrik air
accept payments for online ticket purchase via eSewa. Some major multiplexes like QFX
cinema, Q’s cinemas, Big Movies, BSR movies accept online ticket booking via eSewa.
Recharges and Top Ups: Users who use prepaid and postpaid NTC/Ncell/Smart cell can
recharge their balance via eSewa. DTH service providers like Dish Home and Sim TV and
internet services providers like NT ADSL, Worldlink, Subisu, Websurfer also accept
payment through eSewa.
Credit card payment: Credit card user of following banks can make credit card payment
via eSewa. i.e. Nabil Bank, Global IME Bank, NMB Bank, Siddhartha Bank, Prabhu Bank,
Citizens Bank, NIC Asia Bank, Laxmi Bank, Prime Commercial Bank, Sanima Bank,
Kumari Bank.
Online product purchasing: Various stores and shopping malls accept online payment from
eSewa while buying product online.
eSewa charged for some services like bank transfer, credit card bill payment and mercantile
exchange, DEMAT payment and other utilities payments as per the transaction amount. It
also limited transaction as per Nepal Rastra Bank payment system directive #5/075 for
some transaction like maximum wallet balance at the end of day, wallet to wallet transfer,
payment transaction limit etc.
1.3 Objectives of eSewa
To provide a secured integrated and most comprehensive payment process for
businesses, associations, etc.
To maintaining high quality customer service and risk management
To create a cashless economy by covering every part of the payment sector
To provide quality financial services
2
To become the most preferred service provider of the country
1.4 Information system used by eSewa
ESewa insure the safety and security of its clients. To maintain its promises it maintain an
effective information security management system. Information security management
system (ISMS) is a documented management system that consist of a set of security
controls that protect the confidentiality, availability and integrity of asset from threat and
vulnerabilities. By assigning, implementing, managing, and maintaining an ISMS,
organization can protect their confidential, personal and sensitive data from being
compromised and breach.
Transaction in eSewa is done over a secured channel without exposing any personal detail.
They implement several of security measures to maintain the safety of their clients’
personal information when customer place an order or enter, submit, or access their
personal information. eSewa offer the use of a secure server. All supplied sensitive/credit
information is transmitted via secure socket layer (SSL) technology and then encrypted
into their payment gateway providers database before being transmitted through internet
and only to be accessible by those authorized with special access rights to such systems
and are required to keep the information confidential.
After a transaction, all the private information like credit cards, social security numbers,
user id and password etc. will be kept on file for more than 60 days in order to make it easy
for customer to use repeatedly. For maintained ISMS, eSewa deploy the most appropriate
technology and infrastructures.
All this data are stored in state-of-the-art data center. The data center is a vital component
for any business for web hosting their crucial business data and application.
1.5 Merits and demerits of the information system
Merits:
Provides security to all the information including customer user id, password and
transaction information.
Enhances defense against cyber-attacks and data breach
Reduces security-related cost by adopting a risk assessment and analysis approach
Safeguard confidentiality, integrity and availability of data.
3
Shield against evolving security risks.
Demerits:
Need regular update
It became costly because of regular update and dynamic technology.
1.6 Impact of the information system in eSewa:
This system help to achieve competitive advantages over other competitors likes
Khalti.
eSewa’s management able to easily take any business decision according situation.
Their services and transaction include almost every sector.
It enhance their operational excellence by providing secure and real time operation.
This secure system drag the people attention and establish the goodwill of company.
This system made eSewa’s customer loyal to them.
4
CHAPTER 2: METHODOLOGY
2.1 Hardware Requirements
Hardware requirement for eSewa’s system
For server side:
Storage: need high capacity of ram and hard disk for store data on data center
Server computer and PCs: needs mainframe computer for data management and
PCs for basic activities.
For client side:
Laptop or desktops
Smartphone
2.2 Software Requirements
Software requirement for eSewa’s system
ESewa use the offline and online software system to store data and encrypt the information
For server side:
Operating system (iOS, window, Linux)
Information security management system
For client side:
Android/iOS app
Websites
2.3 Network Requirements
Network requirements for eSewa system are
For server side:
Networking devices (router, switch, HUB)
WAN
Internet
Intranet
For client side:
LAN
5
Internets
2.4 Business processes of eSewa:
Figure 2.1: processes of eSewa
Customers register their eSewa account through phone number on its website or
mobile app and get their personal user id and password.
They can do payment and transaction using SMS Syntax. Various syntax is
available as per the type of transaction (for e.g. syntax for balance inquiry is
(<MPIN><space>BAL and send to 32121)
When customer place and order, entry, submit or access their personal information,
Secure Socket Layer(SSL) technology encrypted the data into payment gateway
provider database
While transferring funds from partner banks to eSewa, communication between the
bank and eSewa is carried out via secured VPN connection. Beside of this, customer
account name and number were not exposing while payment made to merchant.
6
After the transaction all the data were store in state-of-the-art data center for more
than 60 days in order to make it easy for customer to use repeatedly.
The customers of eSewa can use their mobile or internet services to use their
services both offline and online.
2.5 Data management of eSewa
eSewa use state-of-the-art data center for store the data. It means eSewa use higher level
developing and advanced technology to store it data. Data center is the centralized location
where a group of computing and networking related equipment are concentrated for various
purpose like collecting, storing, processing, distributing, or allowing access to a large
amount of data in a very organized manner.
eSewa use data center of Data Hub Pvt. Ltd., which is Nepal’s first private data center. It
provides services like co-location facilities, disaster recovery, data and network security,
24/7 support etc.
2.5.1 How eSewa uses data
ESewa uses available data, information and feedback for various purpose like;
To improve their website based on the information and feedback they receive
from visitors
To improve customer services by more effectively respond to customer service
request and support needs
To personalize customer experience by better responding to customer individual
need
To process transaction while service requested
To administer a contest, promotion, survey or other site feature
To send periodic emails to customer regarding their order processing, updates and
information
To hold, suspend, block fund and report to the law enforcement authorities in case
of suspicious and illegal transactions
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To give reward to customer. Reward is given as per reward point which is
received after transaction. Later customer can redeem this point to gift voucher
Reward point Gift vouchers
1000 eSewa balance worth Rs.200
2000 eSewa balance worth Rs.400
3000 Movie Tickets for couple
5000 eSewa balance worth Rs.1000
10000 eSewa balance worth Rs.2000
15000 Flight from Ktm to Pokhara (One way) for one person
20000 Android Phone/ 2 days 1 night stay in Pokhara with one way
Bus Ticket
50000 18″ TV set/ Android Smart Phone (Samsung/Colors
/Karbonn/LG)
100000 13″ Dell/Acer/Lenovo/Hp Laptop
1000000 Honda Unicorn/Pulsar 150 cc
Table 2.1: Reward of eSewa
2.6 Organization management of eSewa
ESewa is a subsidiary company of F1Soft international. This payment service providers
give employee to more than hundred people. This employees do the day to day activities
in different fields like in market research, transaction management, security management,
supervision, decision management etc.
2.6.1 Ethical issues
Ethical issues in information systems have been given new urgency by the rise of the
internet and electronic commerce. Internet and digital firm technologies make it easier than
ever to assemble, integrate, and distribute information, unleashing new concerns about the
appropriate use of customer information, the protection of personal privacy, and the
intellectual property.
Since eSewa become the leading company it has to concern with a lot of ethical issues. It
concern with
8
Customer privacy: eSewa keep their customer personal and sensitive data and information
securely with lot of security measures.
Protection of personal privacy: any information of customer were not sell and outsourcing
with other companies, and also keep customer information confidential from merchants.
2.6.2 Corporate Social Responsibility
ESewa involve in many activities related to CSR. It contributes sometime through other
association and sometime create their own campaign to help societal goal. It seems like
CSR is the one of the priority of eSewa. Some CSR activities done by eSewa were:-
Create a fund named ‘donate now’ for helping government to purchase health
equipment during covid-19.
ESewa provide five computer to student of Devi Prabhab School of Arghakhachi.
In association with CDM, eSewa help the victim of flooded in mustang with relief
kit.
Support Dhurmus Suntali Foundation by creating online donation portal, so their
supporter could donate easily and securely.
During pandemic eSewa provide food to more than 5 hundred people in association
with the Dalle Group. They provide food to underprivileged people in different
places.
2.6.3 SWOT Analysis
Strength:
Have secured and real-time system
Got a licenses and certification
Have a goodwill and fame in market
Weakness:
Limited within Nepal
Lack of product review
9
Opportunity:
Low competition in market
Customer wants easier and efficient way
Internet and banking sector is expanding in all corner of Nepal
Threat:
Governments regulation regarding payment gateway
Threat of hackers, and data breaching rumors
Majorities of people want cash in hand rather than digital cash, i.e. trust issues
over online payment.
Load shedding might discourages the customers to pay online and to go through
SMS service.
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CHAPTER 3: CONCLUSION
eSewa is the horizon of payment gateway platform. It is the first and leading payment
services provider of Nepal. It provides various payment services and its services were
expanding in various sectors. Almost every sector of commerce and finance sector eSewa
spread its services. Since it was first payment gateway, it has pressure to serve secure
services to market, but eSewa easily handle that pressure and provide secure services along
with real time transaction. Because of this eSewa earned reputation over the market which
help it to introduce new services without huge promotion. ESewa made huge impression
on Nepalese society by introducing new and risky yet most demanded platform. Starting
from very few customers to become a household brand of country is the most inspirational
and struggling growth of eSewa. Yet it has to do a lot in this platform to achieve their
objective and overcome the challenges arising in digital era.
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REFERENCES
[1] [Link]
[2] [Link]
[3] Laudon, C., Kenneth. & Laudon, P., Jane. “Management Information System:
Managing the Digital Firm”. Pearson.
[4] [Link]
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