CUSTOMER SATISFACTION OF E-SEWA

By

Dristi Lamichhane

TU Registration No. 7-2-355-22-2017

Exam Roll no: 20058/17

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

Everest College

Thapathali, Kathmandu

December, 2021

i
 STUDENT DECLERATION

This is to certify that I have completed the summer project entitled "CUSTOMER
SATISFACTION OF E-SEWA"under the guidance of "BHUPENDRA JUNG
SHAHI" 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.

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

Name: Dristi Lamichhane

Date: December, 2021

ii
 LETTER OF APPROVAL

The summer project entitled “CUSTOMER SATISFACTION OF E-SEWA” has

been submitted by DRISTI LAMICHHANE for the final examination to the faculty
management, Tribhuvan University, in the fulfillment of the degree of Bachelor of
Business Administration. The research committee of this college has found this
project report satisfactory in the scope and quality and therefore forwarded for
examination.

Prof. Dr. Sanjay Kumar Shrestha

Chairman

BBA Research Committee

iii
 CERTIFICATE FROM THE SUPERVISOR

This is to certify that the summer project entitled “CUSTOMER SATISFACTION

OF E-SEWA” is an academic work done by DRISTI LAMICHHANE submitted in
the partial fulfillment of the requirements for the degree of Bachelor of Business
Administration at Faculty of Management, Tribhuvan University submitted under
my guidance and supervision. To the best of my knowledge, the information presented
by him/her in the summer project report has not been submitted earlier.

Signature of the Supervisor

Name: Bhupendra Jung Shahi
Designation: Lecturer
Date: December, 2021

iv
 ACKNOWLEDGEMENT

This report has been prepared for the partial fulfillment of the requirement for the
degree of “Bachelor in Business Administration” under the Faculty of Management,
Tribhuvan University.

Foremost, I sincerely thank Tribhuvan University for including such a wonderful task
in the curriculum of BBA and given me an opportunity to prepare summer project as
well as expand knowledge horizon and potentiality. I also wish to acknowledge with
deep appreciation and profound gratitude to Everest College foe providing me with
the sufficient material to prepare this report.

Thirdly, I would like to thank Mr. Bhupendra Jung Shahi for his continuous support
and guidance throughout the process. This research project would be impossible
without his valuable insights.

Finally, I would like to give my sincere thanks to my parents, teachers, friends and
seniors who have assisted me directly or indirectly in completion of this project.

Sincerely,

Dristi Lamichhane

7th semester

v
 TABLE OF CONTENTS
Title page…......................................................................................................................
Student declaration........................................................................................................ii
Letter of
approval..........................................................................................................iii
Certificate from the supervisor......................................................................................iv
Acknowledgements..........................................................................................................
v
Table of contents......................................................................................................vi-vii
List of tables................................................................................................................viii
List of figures.................................................................................................................ix
Executive summary.........................................................................................................x
CHAPTER I INTRODUCTION............................................................................1-
10
1.1 Context information...........................................................................................1
1.2 Purpose of the study...........................................................................................2
1.3 Significance of the study....................................................................................3
1.4 Literature survey.................................................................................................3
1.4.1 Conceptual review...........................................................................................3
1.4.2 Review of previous works...............................................................................5
1.4.3 Research gap....................................................................................................8
1.5 Research methodology.......................................................................................8
1.5.1 Research design...............................................................................................8
1.5.2 Population and sampling.................................................................................9
1.5.3 Source of data..................................................................................................9
1.5.4 Data collection procedure................................................................................9
1.5.5 Data processing procedure..............................................................................9
1.5.6 Limitations of the study.................................................................................10
1.5.7 Data analysis tools and techniques................................................................10
CHAPTER II DATA PRESENTATION AND ANALYS.................................11-28

vi
 2.1 Respondents profile..........................................................................................11
2.2 Data analysis.....................................................................................................23
2.3 Finding and discussion.....................................................................................26
CHAPTER III CONCLUSION AND IMPLICATION.....................................29-30
3.1 Conclusion........................................................................................................29
3.2
Implication........................................................................................................29
REFERENCES
APPENDICES

vii
 LIST OF TABLES

Table 2.1 Gender of the respondents............................................................................11

Table 2.2 Age group of the respondents.......................................................................12
Table 2.3 Education level of the respondents...............................................................13
Table 2.4 Profession of the respondents.......................................................................14
Table 2.5 Marital status of the respondents..................................................................15
Table 2.6 Salary/ Income of the respondents...............................................................16
Table 2.7 Use of E-Sewa..............................................................................................18
Table 2.8 Purpose for using E-Sewa............................................................................19
Table 2.9 Reason for using E-Sewa.............................................................................20
Table 2.10 How long respondents have been E-Sewa user..........................................20
Table 2.11 The problem faced by E-Sewa users..........................................................21
Table 2.12 The awareness of online payment system affects the usage of E-Sewa.....21
Table 2.13 The respondents satisfied with the services provided by E-Sewa..............22
Table 2.14 The cash back provided as bonus to its user is sufficient...........................22
Table 2.15 Respondents satisfied with the reliability of E-Sewa.................................23
Table 2.16 Descriptive Statistics..................................................................................26

viii
 LIST OF FIGURES
Figure 1.1 Conceptual framework..................................................................................4
Figure 2.1 Gender of the respondents..........................................................................12
Figure 2.2 Age of the respondents................................................................................13
Figure 2.3 Education level of the respondents.............................................................14
Figure 2.4 Profession of the respondents.....................................................................15
Figure 2.5 Marital status of the respondents................................................................16
Figure 2.6 Salary/ Income of the respondents..............................................................17
Figure 2.7 Number of respondents who know what E-Sewa is...................................18
Figure 2.8 Number of respondents who use E-Sewa...................................................18
Figure 2.9 Correlation between transaction speed and security...................................24
Figure 2.10 Correlation between ease of use and service provide to user...................24
Figure 2.11 Correlation between transaction speed and technological awareness.......25

ix
 EXECUTIVE SUMMARY

This research study has been carried out to study the Customer Satisfaction of E-
Sewa. The main objective of this study is to analyze the awareness of E-Sewa among
the people in Samakhusi area, to determine the effectiveness of E-Sewa, to
investigate whether people are satisfied by the service of E-Sewa or not. To satisfy the
objectives of the study descriptive research design has been used. Non probability
sampling has been used under which convenience sampling was selected. Primary
data are the main source to satisfy the research objectives.

Questionnaire has been used as primary source of data collection. The respondents
were randomly selected as per the convenience and the sample was taken from 100
respondents randomly. The data collected from the questionnaire has been presented
in table and shown with suitable diagrams as per requirement to give clear
interpretation of data to make report simple and easily understandable. Multiple
choice questionnaire and likert five scale ranking questionnaire were administered to
collect the data.

This study finds that males are more active in using E-Sewa. 100% of the respondents
are aware and know about E-Sewa, but 86 respondents only used and remaining 14
respondents are non user. It has been found that online payment system like E-Sewa
has been revolutionary change in the payment system.

It is for the convenience to the people with which people can do their payment easily
and relatively faster. As the world is advancing to technology, Nepal should also
welcome similar payment system with open heart.

x
 CHAPTER I

INTRODUCTION
1.1 Context information

Customer satisfaction is defined as a measurement that determines how happy

customers are with a company’s products, services, and capabilities. Customer
satisfaction is one of the most important essential elements of customer retention,
customer loyalty, and product repurchase. Customer satisfaction is a term used to
describe a scenario when an exchange meets the needs and expectations of its user. It
captures the provision of goods or services that fulfill the customer’s expectation in
terms of quality and service in relation to the price paid. Customer satisfaction, as a
business term, can also be used to measure how the supply of products or services
surpasses customer expectation.

Customer satisfaction defines as the number of customers, or percentage of total

customers, whose reported experience with a firm, its product, or its services exceeds
specific satisfaction goals.[ CITATION Pau10 \l 1033 ]

Customer satisfaction defines as person’s feeling of pleasure or disappointment,

which resulted from comparing a product’s perceived performance or outcome against
his/her expectations.Customer satisfaction= f (perceived performances, buyer’s
expectations). Here Customer satisfaction is a function of perceived performance and
expectations (kotler, 2013).

Customer satisfaction has been used to measure how the services or products of a firm
meet or go beyond customer expectations. Customer satisfaction is the sign of
customer reliability and re – purchasing intentions. It is equally important because
customers seen it as a key differentiator in today’s competitive market place and
customer satisfaction increases the lifetime value of customers (Beard, 2014).

Customer satisfaction is a significant concept for all industries. The main reason is
that if companies can satisfy their customers, they can be preferred more. This
situation has a positive influence on the competitive power of these companies. The
concept of customer satisfaction also plays a very crucial role for banking industry

1
because of the high competition. Therefore, banks try to generate new products to
attract the attention of the customers to survive in such a difficult environment (Gera
et al., 2017; Iglesias et al., 2019).

Customer satisfaction is a part of customer’s experience that exposes a supplier’s

behavior on customer’s expectation. It also depends on how efficiently it is managed
and how promptly services are provided. This satisfaction could be related to various
business aspects like marketing, product manufacturing, engineering, quality of
products and services, responses customer’s problem and queries, complaint
management etc.

Customer satisfaction is one of the most important terms for the success of the
organization. High customer satisfaction ratings are widely believed to be the best
indicator of company’s future profit and success. There are different type of
organization which are operating their activities with their own objectives and
mission. Among them online payment system like E-Sewa in Nepal is also one for
which customer satisfaction is important.

In Nepal there has been increasing demand for electronic payment in recent years
mainly in the urban areas. Due to the rapid demand and keen interest in the newer
technology there have been positive impacts as it has ease our daily life. E-Sewa is
Nepal based company mainly focused on electronic payment system. It is one of the
major service provided by f1soft.com which is the well-known name for safer and
easier way to pay online. It offers a state-of-art payment gateway solution that
incorporates some of the latest integrated techniques developing a secured, fast and
real-time gateway. It has been growing as trusted company because of its quality
service to its customers.

1.2 Purpose of the study

Online payment system has been a trend in the world and is also taking over in Nepal.
In the context of Nepal, E-Sewa is widely used application/website for online
payment. The main purpose of this study is to analyze the satisfaction level of E-Sewa
among its user and how they use this application in their daily life. The primary
objectives of this study are as follows:

2
 i. To determine the effectiveness and scope of E-Sewa.

ii. To assess the satisfaction level of consumeronE-Sewa or not.

iii. To analyze the awareness of E-Sewa among the people in Samakhusi Area.

iv. To understand what security measures are require for safe and secure online
transaction.

1.3 Significance of the study

This is the modern century to get things done with the help of online. People who are
still in use of traditional payment face various kinds of difficulties. The main purpose
of this survey is to know how much the user of the E-Sewaare being satisfied using it.

There are many other significance of this study. They are as follows:

This study is beneficial to gain more knowledge about the consumer’s opinion about
E-Sewa.

1. This study is useful to give brief information about the change in payment
system happening in Nepal i.e. changing from paper based cash transaction to
non-paper based online transaction.

2. This report will serve as a helpful tool for the people who want to know about
E-Sewa and its services, and level of customer satisfaction.

3. This study will be valuable reference for the scholars and researchers to
conduct further similar research.

1.4 Literature survey

1.4.1 Conceptual review

A conceptual review can be defined as a theoretical structure of assumptions,

principles, and rules that holds together the ideas comprising a broad concept. The
framework is supported to help the readers make logical sense of the relationship of

3
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.

Security and privacy of data

Ease of use

Customer satisfaction
Transaction speed

Service provided to user

Technology awareness

Dependent variable Independent variable

Figure 1.1 Conceptual framework

I. Security and privacy of data

Because E-Sewa is based on the Internet, which is an open network, security is an
important factor for E-Sewa applications. Despite various technical advancements in
Internet security such as cryptography, digital signatures and certificates, and
authentication, consumers are still concerned about the security of monetary
transactions when using the Internet.
II. Ease of use
In information systems, ease of use has been regarded as a factor that influences users’
satisfaction, a measurement of system quality and a determinant of IT adoption. In
particular, proposed and empirically tested ease of use as a measurement of consumer
satisfaction with online payment system. Therefore, ease of use is an antecedent of
customer satisfaction (Yoon, 2010).

4
III. Transaction speed
Transaction speed (often referred to response time) has received attention in the
context of information systems due to an increase in focus on the efficiency of
operational resources. Therefore, it is frequently discussed as an important factor of
user satisfaction in information systems.

IV. Service provided to user

Service provided to user or customer support services is the ability to provide
feedback on problems about the purchased goods and services, or the purchase
process itself, and to the ability to solve customer problems and concerns.
V. Technology awareness
There are various impact of technology awareness in customer satisfaction. Customer
having less awareness about the technology will be less satisfied with that system.

1.4.2 Review of previous works

Kar (2020) has studied about the mobile payment services have become increasingly
important in daily lives in India due to multiple planned and unplanned events. The
objective of the study is to identify the determinants of usage satisfaction of mobile
payments which could enhance service adoption. First the data was extracted from
Twitter based on hashtags and keywords. Then using sentiment mining and topic
modeling the large volumes of text were analysed. The network science was also used
for identifying clusters among associated topics. The content analysis methodology,
theoretical model and multiple regression analysis were used for the data collection.
This study establishes that cost, usefulness, trust, social influence, credibility,
information privacy and responsiveness factors are more important to increase the
usage satisfaction of mobile payments services. Also methodologically, this is an
endeavor to validate a new approach which uses social media data for developing an
inferential theoretical model.

Kelly and Palaniappan (2019) has done the survey on customer satisfaction, adoption,
perception, behaviour, and security on Mobile banking. The review has shown that
security remains one of the principal constructs that hinder users in adopting and post-
adopting of mobile banking. The research also showed that the most used in mobile

5
banking was TAM. Again, trust, perceived usefulness, perceived ease of use,
perceived risk, compatible, and performance and effort expectation constructs remain
the most studied variables in the mobile banking literature. This review captures and
summarizes the huge knowledge of research work done on mobile banking, where
security is one of the least discussed areas. However, most of the research reviewed
did suggest that future work should consider security, especially on the protection of
users on this emerging technology in banking. This survey has also given researchers
and academia to look for other areas besides security.

Kavitha (2018) has studied the emerging technology the banks marked around the
globe by Mobile banking(m-banking). Banks conduct financial services through
wireless and instant as per the convenience of customers between smart phone and
tablet The influence of Mobile banking towards the customer satisfaction is the
purpose of this research and also identify the key factors of mobile technology.
Mobile banking is the interface between financial services and telecoms. In
Mumbai,29th March 2012, Dr. KC Chakrabarty, Deputy Governor of the Reserve
Bank of India, summit “Regulation of cross-border mobile payments and regional
financial integration” at the International Banking, out of it the regulations and
rationale has been framed for Mobile Banking. Reserve Bank of India (RBI) has
authorized 154 banks in the country to undertake mobile banking services. Mobile
banking penetration in the country is greater than the global average of 40% at more
than 50%. The research is to conduct the customer satisfactory level towards the m-
banking, for that 146Questionnaires are used to conduct data collection and then
analyzed using statistical techniques: regression analysis, correlation and factor
analysis. The significance of customer’s are concerns about the security, innovative
services, customer trust and risk are the key indicators of the technology adoption.

Singh, Srivastava and sinha (2017) conducted an experiment on Consumer preference

and satisfaction of M-wallets. The purpose of this study is to test the conceptual
model of consumer’s intention and satisfaction towards mobile wallets. This study
uses the integrated UTAUT model which includes variables such as ease of use, trust,
security, self- efficiency, etc., and an additional variable (hedonism) to test consumers’
behavior in the context of mobile banking technologies. Regression analysis, ANOVA
and descriptive analysis are used to test the relationship among several dimensions

6
such as perceptions, preferences, satisfaction and usage rate of mobile wallets in
North India. A sample of 204 North Indian consumers was taken to understand the
consumers’ adoption behaviour towards mobile wallet. This study will help industry
and educators to understand users’ behaviour and significant factors influencing their
mobile wallet acceptance.

Yang (2009) showed that factors associated with adopting and resisting mobile
banking technologies were investigated among university students in Taiwan.
Adoption factors included the belief that mobile banking helps fulfill personal
banking needs, provides location-free conveniences, and is cost effective. The primary
factors associated with resistance included concerns over system configuration
security and basic fees for mobile banking web connections.

Routray (2008) conducted an experiment on mobile and wireless communication

devices are becoming enablers for organizations to conduct business more effectively
and efficiently. One of the most effective applications is mobile banking (m-banking).
The increased flexibility and mobility feature of wireless ATM and its bandwidth on
demand function is motivating a large number of carriers towards deployment of the
WATM networks.

Hua (2009) conducted an experiment to investigate how usersperception about online

banking is affected by the perceived ease of use of website and the privacy policy
provided by the online banking website. In this study, it also investigates the relative
importance of perceived ease of use, privacy, and security. Perceived ease of use is of
less importance than privacy and security. Security is the most important factor
influencing user's adoption.

Customer satisfaction is one of the important aspects of this research. It refers to

serving people with their requirements and making them satisfy. It is a person’s
feeling of pleasure of or disappointment resulting from comparing a product’s,
perceived performance in relation to his or her expectations. If the performance falls
short of expectations, the customer is dissatisfied. If the performance matches the
expectations, the customer is satisfied. If the performance exceeds the expectations,
the customer highly satisfied or delighted Keller and kotler, (2012). So, customer
satisfaction refers to the extent to which customers are happy with the products and

7
services provided by a business. Customer satisfaction level can be measured using
survey techniques and questionnaire. Gaining high level of customer satisfaction is
very important to a business because satisfied customer are most likely to be loyal and
to make repeated orders and to use a wide range of services offered by a business.
Customer satisfaction has been gaining increasing attention from the researchers and
practitioners as a recognized field of scholarly study and is a fundamental tool used by
financial institutions for enhancing customer loyalty and ultimately organizational
performance and profitability.

1.4.3 Research gap

In the previous research work, it can be clearly seen that many research has been
done on e-payment or online banking but less research has been conducted on online
payment system like E-Sewa. It shows that there is a possibility to perform a research
on E-Sewa and customer satisfaction. So, this research report will be essential and
helpful to fill on those research gap.

1.5 Reserch methodology

This study is focused on the customer satisfaction of E-Sewa in Samakhusi area. The
method for this study includes research plan and design, data collection procedure,
description of sample research instrument and research tools. This project helps to
distinguish how the use of E-Sewa have make difference in people’s life and how
much are they satisfied with its services.

In this study, the primary data is collected by distributing the questionnaire, which has
multiple choice question and likert scale questions.

1.5.1Research design

This is a set of methods or procedures that are carried out while collection and
analysis of variables that are specified in the research. In this study descriptive
research design is used in order to obtain the information. It focuses on describing the
factor that makes satisfaction in people. This research involves different groups of
people who differ in the variable on interest but share other characteristics, such as
socioeconomic status, educational background, ethnicity and so on.

8
This study is concerned on use and impact of online payment system in Samakhusi
area. For this study, descriptive and analytical methodology is used. Those
methodologies involve gathering data and that describes events and then organizes,
tabulates, depicts and describes the data correlation reduce the data to manageable
form. Researcher has chosen qualitative research method because it has the ability of
translating data into easily quantifiable charts and graphs.

1.5.2 Population and sampling

The respondent of the survey will be random people of different age group in
Samakhusi Area. Convenience sampling method for purposefully selecting sample
population has been chosen to collect the data. The sample size of 100 people was
taken to whom the questionnaire were distributed and the primary data are taken from
the views and answers from the respondents.

1.5.3 Source of data

This research is based on both primary and secondary data as the sources of
information. Primary data was collected with the help of questionnaire. The
questionnaire include structured question as per the need to fulfill the objective of this
project. Similarly, both published as well as unpublished materials related to the
subject matter have been used as secondary source in the research.

The observation and analysis of both the sources of information is done in accordance
to the subject matter. The data obtained are analyzed in order to obtain a proper
conclusion.

1.5.4 Data collection procedure

9
The primary data were collected by using the structured questionnaire which were
forwarded to the individual through Google forms. It contains a rigid set of question
and the respondents were asked to fill the questionnaire in accordance to their
understanding and perception so that, the perception or views would not be baised.
Similarly, secondary data has been collected through various sources such as online
articles, past survey and so on.

1.5.5 Data processing procedure

The available information and data were presented in descriptive and in tabular form
so that it can be easily understood by the individual. Likert scale has been used to
analyse the data. The data are collected and converted in pie charts and bar diagram.
The conversion is simplified by the help of Ms-Excel and allowed to get into
appropriate conclusion.

1.5.6 Limitations of the study

The limitations of the study are as follows:

i. The study is limited within the Samakhusi area so, it cannot be

generalized.

ii. The sample size of respondents is small. If a large sample size was taken
into consideration then more reliable result can be obtained.

iii. The research is done in a short span of time i.e. the time period is limited
for the study purpose.

1.5.7 Data analysis tools and techniques

10
Research has been presented in descriptive and tabular form in order to make the
study more simple and understandable. Simple statistical tools such as pie-charts, bar
diagram and tables were used for analyzing the data collection. The help of Ms-Excel
and SPSSis taken in order to convert and find out the appropriate data in the form of
table and graph.

CHAPTER II

11
 DATA PRESENTATION AND ANALYSIS

2.1 Respondent profile

Respondent were selected randomly in the survey process. Respondent were taken
from mix gender group and of varieties of age group. Under respondent profile,
demographic feature of respondent were gathered from first few questions of the
questionnaire, this research is mostly based on primary data which is questionnaire.
Following are some information about respondent who took part in survey.

Gender of respondent

This section includes the respondents as per their gender. The result of this section is
presented below:

Table 2.1

Gender of the respondents

Gen Freq
d u
e e
r n
c
y
Mal 53
e

Fem 47
a
l
e
Othe 0
r
Tota 100

12
 l
Source: Questionnaire survey (2021)

Gender

Male
Female
47 Other
53

Source: Questionnaire survey (2021)

Figure: 2.1 Gender of the respondents

Table 2.1 and figure 2.1 represent the gender of the respondents. Out of 100
respondents, male respondents are 53, female respondent are 47 and the other are 0.
The pie-chart gives a clear view of male, female and other participation on this
survey. Hence male respondent are found to be more as comparison to female
respondent.

Age group of the respondent

This section includes number of respondents as per age group which is as follows:

Table 2.2

Age group of the respondent

Age No.
g o
r f
o

13
 u r
p e
s
p
o
n
d
e
n
t
Belo 11
w

2
0
20- 39
3
0
31- 30
4
0
41- 14
5
0
Abo 6
v
e

5
0
Source: Questionnaire Survey (2021)

14
 45

40

35

30

25

20 39
15 30

10
14
5 11
6
0
Below 20 20-30 31-40 41-50 Above 50

Source: Questionnaire survey (2021)

Figure 2.2: Age of the respondents

Table 2.2 and figure 2.2 represent the age group of the respondents. The table shows
how the age groups are divided. There are five age group categories i.e. below 20, 20-
30, 31-40, 41-50 and above 50. The table and figure shows that the high numbers of
respondent are between 20-30 age group which has 39 respondents. Similarly 30
respondents between 31-40 age group, 14 respondents between 41-50 age group, 11
respondents in below 20 age group and the 6 respondents in above 50 age group.

Education level of the respondents

This result includes the education level of the respondents who use E-Sewa. It is
presented below:

Table 2.3

Education level of the respondents

Edu No.
c o
a f
t
i r
o e

15
 n s
p
l o
e n
v d
e e
l n
t
s
Hig 13
h

s
c
h
o
o
l
Bac 61
h
e
l
o
r
s
Mas 26
t
e
r
s

o
r

a
16
 b
o
v
e
Source: Questionnaire Survey (2021)

13

26

High school
Bachelors
Masters or Above

61

Source: Questionnaire survey (2021)

Figure: 2.3 Education level of the respondent

Table 2.3 and figure 2.3 represent the education level of the respondents. There are
three categories which are high school, bachelors and masters or above which is used
to distinguish the level of education of the respondents. The figure 2.3 shows that 13
respondents are in high school, 61 respondents are in bachelors and 26 respondents
are in masters or above.

Profession of the respondents

This section includes the respondents as per their profession which is listed below:

Table: 2.4

Profession of the respondents

Prof No
e .
s

17
 s o
i f
o
n r
e
s
p
o
n
d
e
n
t
s
Stud 35
e
n
t
Teac 16
h
e
r
Busi 29
n
e
s
s

p
e
r
s
o
n
Gov 13

18
 e
r
n
m
e
n
t

e
m
p
l
o
y
e
e
Othe 7
r
Source: Questionnaire Survey (2021)

40
35
30
25
20
35
15 29
10
16 13
5 7
0
t er n ee r
en ch so oy he
ud a er l ot
St Te s p p
es t em
is n en
Bu rn
m
ove
G

Source: Questionnaire survey (2021)

Figure: 2.4 Profession of the respondents

19
Table 2.4 and figure 2.4 represent the profession of the respondents. The respondents
were involved in different profession which are classified in tabulated and bar
diagram. 35 students, 16 teachers, 29 business person, 13 government employees and
7 others are the respondent of the survey. Not all categories were mentioned so others
represent the unmentioned profession.

Marital status

This section includes the marital status of the respondents which is listed below:

Table: 2.5

Marital status of the respondents

Marit No.
a o
l f
s r
t e
a s
t p
u o
s n
d
e
n
t
s
Unm 40
a
r
r
i
e
d
Marri 58
e

20
 d
Divor 2
c
e
d
Source: Questionnaire survey (2021)

40
Unmarried
Married
Divorced

58

Source: Questionnaire survey (2021)

Figure: 2.5Marital status of the respondents

Table 2.5 and figure 2.5 represent the marital status of the respondents. Among 100
respondents, 40 respondents are unmarried, 58 respondents are married and 2
respondents are divorced.

Salary / Income of the respondents

This section includes the respondents as per their salary or income. The result of the
section is presented below:

Table 2.6

Salary / Income of the respondents

21
Salar No.
y o
/ f
I
n r
c e
o s
m p
e o
n
d
e
n
t
s
Rs. 0- 23
R
s.
1
0
,
0
0
0

22
Rs. 6
1
0
,
0
0
0
-
R
s.
2
0
,
0
0
0
Rs. 8
2
0
,
0
0
0
-
R
s.
3
0
,
0
0
0

23
 Rs. 14
3
0
,
0
0
0
-
R
s.
4
0
,
0
0
0
Abov 49
e
4
0
,
0
0
0
Source: Questionnaire survey (2021)

24
 60

50

40

30
49
20

10 23
14
6 8
0
0 0 0 0 0 0 0 0 0 0
,0 ,0 ,0 ,0 ,0
. 10 . 20 . 30 . 40 e 40
- Rs - Rs - Rs - Rs ov
.0 b
s 0 00 0 00 0 00 A
R 0, 0, 0,
.1 .2 .3
Rs Rs Rs

Source: Questionnaire survey (2021)

Figure: 2.6 Salary / Income of the respondents

Table 2.6 and figure 2.6 represent the salary or income of the respondents. Out of 100
respondents, maximum number of respondents earned Above 40,000 i.e. 49
respondents and minimum number of respondents earned Rs. 10,000- Rs. 20,000 i.e. 6
respondents. Similarly bar diagram shows the level of income and the number of
respondents more clearly.

Have you ever heard about E-Sewa?

Yes - 100

No – 0

25
 Yes
No

100

Source: Questionnaire survey (2021)

Figure: 2.7 Number of respondents who know what E-Sewa is

Use of E-Sewa

This result includes the number of respondents who use E-Sewa. It is presented
below.

Table 2.7 Use of E-Sewa

Use of No. of
E- resp
Sew ond
a ents
Yes 86
No 14

Source: Questionnaire survey (2021)

14

Yes
No

86

26
Source: Questionnaire survey (2021)

Figure: 2.8 Number of respondents who use E-Sewa

Table 2.7 and figure 2.8 represent the number of E-Sewa users. The table and pie-
chart shows that 86 respondents use E-Sewa and remaining 14 respondents did not
use E-sewa.

For what purpose do you use E-Sewa?

This question was answered by 94 respondents who were using E-sewa directly and
indirectly and remaining 6 respondents did not use any of the alternatives so they are
categories in other.

Table 2.8

Purpose for using E-Sewa

Purpose No.
for o
usi f
ng r
E- e
Se s
wa p
o
n
d
e
n
t
s
Mobile 14
top
-up
Ticket 4
boo
kin

27
 g
Bills 11
pay
me
nt
Bank 5
tra
nsf
er
All of 60
the
abo
ve
Other 6

Source: Questionnaire survey (2021)

Table 2.8 represent the reason for what purpose respondents use E-Sewa. Out of 100
respondents, 94 respondents used E-Sewa whereas remaining 6 respondents did not
use. The table represent various sources like mobile top-up, ticket booking, bills
payment, all of the above and other where maximum number of respondents were
used all of the above i.e. 60 respondents. Similarly 14 respondents used for mobile
top-up, 4 respondents used for ticket booking, 11 respondents used for bills payment,
5 respondents used for bank transfer and remaining 6 did not use.

Why do you use E-Sewa?

Table 2.9

Reason for using E-Sewa

28
 No. of
res
pon
den
ts
Conveni 32
enc
e
Secure 17
flo
w
of
tran
sact
ion
det
ails
Fast 16
tran
sact
ion
spe
ed
Easy 35
pay
me
nt
syst
em
Source: Questionnaire survey (2021)

Table 2.9 represent the reason why people use E-Sewa. In the table we can see various
reason like convenience, secure flow of transaction details, fast transaction speed and
easy payment system. The table shows maximum number of respondents i.e. 35
respondents choose easy payment system, 32 respondents choose convenience, 17

29
respondents choose secure flow of transaction details and 16 respondents choose fast
transaction speed.

How long have you been E-Sewa user?

Table 2.10

How long Respondents have been E-Sewa user?

Peri No.
o o
d f

r
e
s
p
o
n
d
e
n
t
s
Less 17
t
h
a
n

y
e
a
r

30
 1-2 24
y
e
a
r
2-3 33
y
e
a
r
Mor 12
e

t
h
a
n

y
e
a
r
Source: Questionnaire survey (2021)

Table 2.10 represent how long respondents have been E-Sewa user. Among 86
respondents, 17 respondents have been E-Sewa user for less than 1 year, 24
respondent uses for 1-2 year, 33 respondents are using since 2-3 years and remaining
12 respondents have been E-Sewa user for more than 3 years.

Have you face any problem while using E-Sewa?

Table 2.11

The problems faced by E-Sewa users

31
Prob No.
l o
e f
m
r
( e
I s
f p
o
y n
e d
s e
) n
t
Tran 5
s
a
c
t
i
o
n

l
i
m
i
t

32
Erro 3
r

w
h
i
l
e

m
a
k
i
n
g

T
r
a
n
s
a
c
t
i
o
n

33
Prob 2
l
e
m

i
n

d
e
p
o
s
i
t

m
o
n
e
y
Prob 1
l
e
m

i
n

b
a
n
k

34
 t
r
a
n
s
f
e
r
Source: Questionnaire survey (2021)

Among 86 respondents 11 respondents faced problem while using E-Sewa. The

problem mentioned by them are transaction limit in a day , error while making
transaction, problem in deposit money and problem in bank transfer. The problem of
transaction limit in a day is faced by 5 respondents, 3 respondents faced the problem
of error while making transaction, 2 respondents face the problem in deposit money
and 1 respondent face the problem in bank transfer.

Does the awareness of online payment system affect the usage of E-Sewa?

Table 2.12

The awareness of online payment system affects the usage of E-Sewa

No.
o
f

r
e
s
p
o
n
d
e
n

35
 t
s
Yes 73
No 27
Source: Questionnaire survey (2021)

Table 2.12 represent the response given by the respondents for the question does the
awareness of online payment system affect the usage of E-Sewa. 73 respondents
respond that awareness of online payment system affect the usage of E-Sewa and
remaining 27 respondents respond it does not affect the usage of E-Sewa.

Are you satisfied with the service provided by E-Sewa?

Table 2.13

The respondents satisfied with the services provided by E-Sewa

No.
o
f

r
e
s
p
o
n
d
e
n
t
s
Yes 89

No 11

Source: Questionnaire survey (2021)

36
Table 2.13 represent the number of respondents who are satisfied with the service
provided by E-Sewa. Among 100 respondents, 89 respondents are satisfied with its
service, who use E-Sewa directly and indirectly and 11 respondents is not satisfied.

Do you think cash back provided as bonus to its user is sufficient?

Table 2.14

The cash back provided as bonus to its user is sufficient

No.
o
f

r
e
s
p
o
n
d
e
n
t
Yes 73

No 27

Source: Questionnaire survey (2021)

Table 2.14 represent the response of cash back provided as bonus to its user is
sufficient or not. 73 respondents response cash back provided as bonus to its user is
sufficient and 27 respondents respond it is not sufficient.

Are you satisfied with the reliability of E-Sewa?

Table 2.15

Respondents satisfied with the reliability of E-Sewa

37
 No. of
res
po
nd
en
ts
Yes 94

No 6

Source: Questionnaire survey (2021)

Table 2.15 represent whether the respondents are satisfied with the reliability of E-
Sewa or not. 94 respondents are satisfied with the reliability of E-Sewa and 6
respondents are not satisfied with its reliability.

2.2 Data analysis

Data can be presented in various forms depending on the type of data collection. Data
presentation was the method by which we present and show what information's were
collected in the process of research by using variety of tools, such as diagram,
distribution charts, and table. This method is used to represent the data very widely.
Data presentation and data analysis has been merged to give an easy and simple view
of all the data presented and analyzed.

Correlation of the factors affecting customer satisfaction

1. Transaction speed and security

The transaction speed was based on the heading I think E-Sewa save time and the
security was based on the heading E-sewa has higher security level. The correlation
between transaction speed and security of data are as follows:

38
Correlations

E-Sewa has
I think E-Sewa higher security
save time. level.
I think E-Sewa save time. Pearson Correlation 1
N 100
E-Sewa has higher security Pearson Correlation .380
level Sig. (2-tailed) .000
.
N 100
**.Correlation is significant at the 0.01 level (2-tailed).
Figure 2.9: Correlation between transaction speed and security
Figure 2.9 represent the correlation between transaction speed and security of data is
0.380
2. Ease of use and service provide to user
The ease of use represent the heading E-Sewa is easy to use and understood and
service provide to user represent the heading E-Sewa reduce paper work, which are as
follows:

Correlations
E-Sewa is easy to
use and E-Sewareduce
Understood paperwork.
E-Sewa is easy to use and Pearson Correlation 1
Understood N 100
E-Sewareduce paperwork. Pearson Correlation .414
Sig. (2-tailed) .000
N 100
**.correlation is significant at the 0.01 level (2-tailed).
Figure 2.10: correlation between ease of use and service provide to user
Figure 2.10 represent the correlation between ease of use and service provide to user
is 0.414
3. Transaction speed and technology awareness
The transaction speed represent the heading I think E-Sewa save time and technology
awareness represent the heading it is difficult to use E-Sewa for people who lack
technological awareness, which are as follows:

39
Correlations

It is difficult to use
E-Sewa for
people who lack
I think E-Sewa technological
save time. awarness.
I think E-Sewa save time. Pearson Correlation 1

N 100
It is difficult to use E-Sewa for Pearson Correlation -.006
people who lack technological
awarness. Sig. (2-tailed) .956
N 100
**.correlation is significant at the 0.01 level (2-tailed).
Figure 2.11: correlation between transaction speed and technological awareness
Figure 2.11 represent the correlation between transaction speed and technological
awareness is negative i.e. -0.006

Descriptive analysis of customer satisfaction of E-Sewa

The descriptive analysis of customer satisfaction of E-Sewa was done on the basis of
factors like security and privacy of data, ease of use, transaction speed, service
provided to user and technology awareness. Respondent rated each statement in the
scale of 1 to 5 i.e. 1- Strongly agree, 2- Agree, 3- Neutral, 4- Disagree and 5- Strongly
disagree.

Table 2.16
Descriptive Statistics
N Minimum Maximum Mean Std. Deviation
Statistic Statistic Statistic Statistic Std. Error Statistic
I think E-Sewa save time. 100 1 4 1.39 .068 .680

40
E-Sewa has higher security 100 1 5 2.20 .071 .711
level.
E-Sewa is easy to use and 100 1 5 2.16 .085 .849
Understood
E-Sewareduce paperwork. 100 1 5 1.35 .067 .672
It is difficult to use E-Sewa for 100 1 5 2.65 .094 .936
people who lack technological
awarness.
Valid N (listwise) 100
Source: Questionnaire survey (2021)
Table 2.16 represent the minimum statistic, maximum statistic, mean deviation and
standard deviation of all five factors of customer satisfaction.

2.3 FINDINGS AND DISCUSSION

Findings

The major findings of the study are as follows:

i. The survey was conducted in the Samakhusi area. Out of 100 respondents, 53
respondents are male and remaining 47 are female. Most of the respondent are
from age group of 20-30 years i.e. 39 respondents, 30 respondents belong to
age group 31-40years, 14 respondents belong to age group 41-50 years, 11
respondents belong to age group below 20 years and remaining 6 respondents
are belongs to age group above 50 years.
ii. The research shows that out of 100 respondents, 86 respondents use E-Sewa
and remaining 14 respondents did not use E-Sewa.
iii. Respondents uses E-Sewa for the various purpose like Mobile top-up, ticket
booking, bills payment, bank transfer, all of the above and other purpose,
whereas maximum number of respondents i.e.60 respondents uses E-Sewa for
all of the above, 14 respondents uses for mobile top-up, 11 respondents uses
for bills payment, 4 respondents uses for ticket booking, 5 respondents uses
for bank transfer and remaining 6 respondents uses for other purpose.
iv. The various reasons for using E-Sewa are convenience, secure flow of
transaction details, fast transaction speed and easy payment system. Out of
100 respondents, 32 respondents choose convenience, 17 respondents choose
secure flow of transaction details, 16 respondents choose for fast transaction
speed and 35 respondents choose for easy payment system.

41
 v. The analysis showed that 17 respondents used E-Sewa for less than 1 year, 24
respondents used for 1-2 year, 33 respondents used for 2-3 year and 12
respondents used for more than 3 year.
vi. The analysis showed that 11 respondents faced problem while using E-Sewa
and remaining 89 respondents did not face any problems. The problems
mentioned by them are transaction limit, error while making transaction,
problem in deposit money and problem in bank transfer.
vii. Among 100 respondents 73 respondents respond that awareness of online
payment system affect the usage of E-Sewa and remaining 27 respondents
respond, it did not affect the usage of E-Sewa. 94 respondents are satisfied
with the reliability of E-Sewa and 6 respondents were not satisfied with its
reliability.
viii. The dependent variable consumer satisfaction has a significant relationship
with independent variables like transaction speed, security and privacy of data,
ease of use, service provided to user and technology awareness.
ix. The analysis showed that the minimum statistic, maximum statistic, mean
deviation standard deviation and correlation werefoundout by the help of likert
table.

Discussions

The main purpose of this research was to analyze the customer satisfaction of E-Sewa
in Samakhusi area. This research was based on the survey done through the
distribution of the questionnaire. The data were collected based on the answer from
the respondents who were chosen randomly.

The aim of conducting research was to analyze the awareness of E-Sewa, to determine
the effectiveness of E-Sewa and to investigate whether people are satisfied by the
service provided by E-Sewa. The collected data were analyzed with the help of SPSS
and MS-EXCEL.

In recent years, there has been growth in E-Sewa. It started its sms banking service
first in laxmi bank in 2008. Within a year, it started to provide sms banking service in
8 other bank. There were no platforms of it, but still based on the need of the people
E-Sewa was introduced. According to the president biswasdhakal of F1 soft
international pvt.ltd, his expectation didn’t meet regarding E-Sewa being successful as

42
people were not able to utilize it. There were different reasons as there was only 2
percent interest penetration, the internet services weren’t grown fully, but still E-Sewa
were trying to create the platform. After that they brought E-Sewa zone in different
places for the convenience of people for the payment. E-Sewa gradually builds
positive perception of E-Sewa. Almost 95 percent bank uses this service in Nepal, 95
percent market share in financial technology, almost 5 million people uses E-Sewa.
Despite of having so many difficulties, E-Sewa has been growing and building a
positive image among the customers.

The use of traditional payment is now decreasing and the paper works are also
reducing. Many users are saving cost and time within the help of E-Sewa. Due to the
convenience, secure, time saving, fast transaction process, reliability more and more
people are attracted towards E-Sewa and it is seen that there is positive changes that
bought within the people about online payment gateway system. This is how E-Sewa
is developing and leading ahead and creating more customers day by day.

CHAPTER III

CONCLUSION AND IMPLICATION

3.1 Conclusion

From the foregoing analysis, it can be concluded that online payment system like
E-Sewa has been making revolutionary change in the payment system. The users

43
of E-Sewa are increasing day by day because of its easy navigation and service
provided by it.

The objective of conducting research was to analyze the awareness of E-Sewa

among the people in Samakhusi area, to determine the effectiveness of E-Sewa
and to investigate whether people are satisfied by the service of E-Sewa or not. so,
in order to find the result 100 people were given questionnaire to be filled as per
their convenience. The questionnaire was designed to get the views, related
information from the respondents and fulfill the objectives of the research. Data
were collected by using well formulated questionnaires.

After conducting this research it was found that people will slowly and gradually
use E-Sewa because it can make their work faster and more efficient. It can make
quite impact on people life, as people used to wait for hours to pay their electricity
bills, telephone bills, internet bills and so on. E-Sewa is more effective as
compared to the traditional payment because of its convenience to use and some
of the users satisfied because of its security and reduces the paperwork.

3.2 Action Implications

Through the process of preparing this report, the attention has been made on the
degree of customer satisfaction of E-Sewa. Even though E-Sewa is a safe and
secure means of e-payment in Nepal, there are some aspects that we like to
recommend for improvement in E-Sewa services. Following are the areas of
improvement:

i. The problems that were encountered while using E-Sewa should be solved
as soon as possible.
ii. This study was small as the size of the respondents was small. when
conducting research on similar topic, a large sample should be taken into
considerations so that more reliable results can be attended.
iii. Questionnaire was only used as a tool to retrieve data which is insufficient.
Other tools such as interview and observation should be used.
iv. There should be increase of promotional activities because many people
are still unaware about E-Sewa.

44
 v. This study uses non- probability sampling method to select sample.
However, unbiased or probability sampling should be used to produce
accurate and generalized result.

REFERENCES
E-Sewa Nepal. (n.d.). Retrieved from http://bossnepal.com/E-Sewa-nepal/

E-Sewa-Providing-digital-payments-for-all-in-Nepal. (n.d.). Mobile for Development.

Retrieved from http://www.gsma.com/mobilefordevelopment/wp-
content/uploads/2018/05/eSewa-providing-digital-payments-for-all-in-
Nepal.

Faris, P. (2010). The impact of customer satisfaction on business growth. Journal of

business and management , 67-71.

45
Kar, K.A. (2020). What affects usage satisfaction in mobile payments? Modeling user
generated content to develop the "digital service usage satisfaction
model". Information system Frontiers, 1- 21.

Kavitha, B. A. (2018). A study on customer satisfaction of M- Banking services in

tirunelveli city. International journal of basic and applied reserch .

Keller, P. K. (2012). Influence of customer satisfaction on loyalty. Journal of social

science , 78-80.

Kelly, E.A. & Palaniappan ,S. (2019). Survey on customer satisfaction, adoption,
perception, behaviour and security on mobile banking. Journal of
information technology and software engineering.1-5.

kotler, P. (2013). Customer's satisfaction about services quality and services provided
by basic bank ltd. Journal of business and management , 58-73.

Singh, N., Srivastava,S., & Sinha, N. (2017). Consumer preference and satisfaction on
M-wallets: a study on North indian consumers. International journal
of bank marketing, 944-965.

Yang, A. (2009). Determination of mobile banking adoption in the Ghanaian banking

industry. Journal of computer and communications , 136-149.

APPENDICES

Customer satisfaction of E-Sewa

Dear respondents,

I am BBA student, of Everest College, conducting a summer project entitled

"Customer satisfaction of E-Sewa" in partial fulfillment of the requirement for the
degree of BBA. I request you to fill up the given questionnaire. This research is
46
purely academic and information given will be kept confidential and used for the
research only.

1. Gender
o Male
o Female
o Other
2. Age
o Below 20
o 20-30
o 31-40
o 41-50
o Above 50
3. Education level
o High school
o Bachelors
o Masters or above
4. Profession
o Students
o Teacher
o Business person
o Government employee
o Other
5. Marital status
o Unmarried
o Married
o Divorced

6. Salary/ Income
o Rs. 0- Rs. 10,000
o Rs. 10,000- Rs. 20,000
o Rs. 20,000- Rs. 30,000
o Rs. 30,000- Rs. 40,000

47
 o Above 40,000
7. Have you ever heard about E-Sewa?
o Yes
o No
8. Do you use E-Sewa?
o Yes
o No
9. For what purpose do you use E-Sewa?
o Mobile top-up
o Ticket booking
o Bills payment
o Bank transfer
o All of the above
o Other
10. Why do you use E-Sewa?
o Convenience
o Secure flow of transaction details
o Fast transaction speed
o Easy payment system
11. How long have you been E-Sewa user?
o Less than 1 year
o 1-2 year
o 2-3 year
o More than 3 year
12. Have you faced any problem while using E-Sewa?
o Yes
o No
13. What are those problem? (If yes)
14. Does the awareness of online payment system affect the usage of E-Sewa?
o Yes
o No
15. Are you satisfied with the service provided by E-Sewa?

48
 o Yes
o No
16. Do you think cash back provided as bonus to its user is sufficient?
o Yes
o No
17. Are you satisfied with the reliability of E-Sewa?
o Yes
o No

Please read the following statement and select the statement based on your
judgement and experience. The statement are:

1. I think E-Sewa save time.

o Strongly agree
o Agree
o Neutral
o Disagree
o Strongly disagree
2. E-Sewa has higher security level.
o Strongly agree
o Agree
o Neutral
o Disagree
o Strongly disagree

3. E-Sewa is easy to use and understood.

o Strongly agree
o Agree
o Neutral

49
 o Disagree
o Strongly disagree
4. E-Sewareduce paperwork.
o Strongly agree
o Agree
o Neutral
o Disagree
o Strongly disagree
5. It is difficult to use E-Sewa for people who lack technological awareness.
o Strongly agree
o Agree
o Neutral
o Disagree
o Strongly disagree

50