Documente Academic
Documente Profesional
Documente Cultură
AN INTERNSHIP REPORT
Submitted To:
Office of Dean
Faculty of Business and Accounting
Lincoln University College, Malaysia
Submitted By:
GANESH BHATTARAI
BBA 8th Semester
LUC Registration No.: LC00015000035
LINCOLN INTERNATIONAL COLLEGE
Kathmandu, Nepal
October, 2018
DECLARATION
I hereby declare that the report entitled “An analysis of customer support
department of eSewa fonepay pvt. ltd” submitted to “Lincoln International College
of Management” and “Lincoln University College, Office of the Dean, Faculty of
Business and Accounting.” is very first copy and genuine. I, myself originally
prepared this report based on the two months’ work period as an intern. The report has
not been submitted or published elsewhere before. Any literature, work or data done
by others and cited within this report has given due acknowledgement and listed in the
reference section.
I am ever ready for any penalty or charge if found any fraud regarding this report.
……………......
Ganesh Bhattarai
LUC Reg. No.: - LC00015000035
ACKNOWLEDGEMENT
A true education needs practical application of the chapters for better understanding
and qualification of the study of specific courses. This report and project work would
have not been successful without help of so many people. I would like to express my
sincere gratitude to all of all those helping hands.
Foremost I would like to thank Lincoln University and Lincoln International College
of Management & IT for providing this opportunity to do internship. Likewise, I am
deeply thankful towards my internship supervisor Mr. Sanjeev Pradhan I would like
to extend heart full thanks to Mr.Sujan Dongol, Mr. Nabin Malla, Mr. salik
khadka and Mr Sujan Kunwar as well as CSD members for their support, help and
guidance throughout the internship. They helped me with the chapters and assignment
with theoretical and practical perspectives with suitable examples.
I would like to thank eSewa family for giving me this opportunity to be a part of their
family and guiding me throughout the internship. I would also love to thank CEO Mr.
Asgar Ali, COO Mr.Roshna Lamichhane for giving me opportunity to be part of
eSewa as internee.
Thanks to all.
Ganesh Bhattarai
BBA 8th semester
Symbol no.LC00015000035
EXECUTIVE SUMMARY
This internship report is based on the eight weeks’ internship program for the
completion of BBA degree of Lincoln University, Malaysia where the students have
to complete their internship on a particular industry. The internship was done in
Customer Support Department of eSewa Fonepay Pvt. Ltd. eSewa Fonepay Pvt. Ltd is
one leading payment gateway licensed under Nepal Rastra Bank.
The internship project mainly focuses on the activities performed in the Customer
Service Department of eSewa Fonepay Pvt Ltd where different activities related to
Customer Services were performed.
I got the opportunity to acquire the practical knowledge through my time in the
internship. I also got chance to gain valuable experience in real time corporate culture
and developed communication skills, and became familiar with the corporate culture,
working environment and working practices.
LIST OF ABBREVIATIONS
BBA Bachelor of Business Administration
CSD Customer Support Department
KYC Know Your Customer
NRB Nepal Rastra Bank
RBB Rastriya Banijya Bank
TABLE OF CONTENTS
Cover Page i
Certificate from Industry ii
Approval Sheet of College iii
Declaration iv
Acknowledgement v
Executive Summary vi
List of Abbreviations vii
Table of contents viii
List of Tables ix
CHAPTER ONE: INTRODUCTION
1.1 Background of The Study 2
1.2 Objectives of The Study 3
1.3 Methodology 3
1.4 limitations 5
CHAPTER TWO :BRIEF INTRODUCTION OF THE FINTECH
INDUSTRY
2.1 The Context 7
2.4 History of Fintech 8
2.3Present Situation of Fintech in Nepal 9
2.3 Challenges and Opportunities of Fintech 10
CHAPTER THREE: BRIEF INTRODUCTION OF THE
ORGANIZATION
3.1 The Context 12
3.2 Present Situation of eSewa 19
3.3 Challenges and Opportunities 21
Reference/ Bibliography 43
CHAPTER ONE
INTRODUCTION
1. Background of the study
Internship report is submitted as per the partial fulfillment for the BBA (Bachelor of
Business Administration) degree under Lincoln University, Malaysia. It is the
essential part of the BBA program that the students to acquire professional qualities
through activities done under the supervision of different professionals in the
organizations. It gives tremendous opportunities to apply the knowledge learnt in the
classroom on real life industrial problem. Similarly, this will support students to
acquire social, technical communication skills to work effectively in the organization.
The four-year bachelor of business administration(BBA) degree requires the students
to go undergo an extensive intensive program, the eighth semester, for minimum of
eight weeks in an organization. The internship program, which the BBA student
undertake, targets to provide the practical exposure, to train and prepare students for
managerial functions to develop work culture within them, uplift their interpersonal
and communication skills encoring them to interact with the people in the
organization. The report mainly focused on the internship activates and the overall
overview of the subject matter that are being carried out in eSewa fonepay private
limited during the period of eight weeks on the subject matter and activities
performed in the customer support department.
The study also aims to provide the internee an opportunity to learn how to translate
the knowledge into actions through exposure to real organizational environment. It
has also helped to access the internee in terms of demand of profession, and to gain
work experience and develop relations. The program stimulated creative and critical
thinking and helped in developing interpersonal communication opportunities through
interaction, observation and work experience in the organization. It has helped the
internee to become competent, confident and skilled professionals in the future by the
strengthening managerial, entrepreneurial and leadership capabilities in today’s
organizations and help in board understanding of professionalism, integrity and
business responsiveness.
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1.2 Objectives of the study
The internship program is undertaken for the partial fulfillment of the requirements
for the degree of bachelors in business administrator. The general objective of this
program is to make students familiar with the working environment and gain the
practical experience in the related field. This further helps the students to expose
themselves to the real world of the external environment about different aspects of the
internship program is to make a study on the operations process of online payment
gateway, understand the services provided to its customer, and have knowledge and
functioning of the related departments. The specific objectives are:
To learn how to handle customer grievances regarding the various products and
services provided by the eSewa.
To examine various front office and back office activities being performed in
customer service department
To know the various services provided by the eSewa
1.3 Methodology
This study for making this report is mostly descriptive in nature where the facts and
findings are prescribed in a systematic manner. The information required for the
preparation of report has been collected from observation of the activities that are
performed in the organization and the personal interview and consultation with the
staffs involved in different departments of the eSewa fonepay. The secondary data are
used in the report are obtained from websites, brochures, annual report, and books.
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would be very helpful for enhancing the knowledge about real world organizational
scenario.
1.3.2 Placement
Internee was placed in eSewa, Hattisar head office. During the internship period, the
internee was placed in customer service department. The supportive and friendly
environment in the organization helped the internee to complete the internship period
through the proper guidance of the staffs of customer service department. Throughout
the internship period, internee got an opportunity to deal with sort of organizational
issues prevailing in customer support department.
1.3.3 Duration
The duration of internship has been defined for eight credit hours in the organization
by Lincoln university. The internee completed of eight weeks of internship program.
The internship was started from 24th may and concluded on 19th july 2018.
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1.4 Limitations
Every study is restricted with certain restrictions and the present study is not an
exception. The following are the major limitations
The internship was to be completed within the limited time period of 8 weeks
It was not viable to have in depth study of the organization being in the limited
time frame, only the information required for the report could be collected
Time limitations and busy schedules of the company also obstructed internee from
the learning time to time.
Because of the competition and privacy of the company’s policy, abundant
statistical
Data and other detailed could not be disclosed in the internship report
The report is mainly focused on those departments where the internee had
opportunity to work with least focus in other departments
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CHAPTER TWO
INTRODUCTION OF FINTECH INDUSTRY
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2.1 The context
Financial technology (FinTech or fintech) is the new technology and innovation that
aims to compete with traditional financial methods in the delivery of financial
services. [1] FinTech is a new industry that uses technology to improve activities in
finance. [2] The use of smartphones for mobile banking, investing services [3] and
cryptocurrency are examples of technologies aiming to make financial services more
accessible to the general public. Financial technology companies consist of both
startups and established financial and technology companies trying to replace or
enhance the usage of financial services provided by existing financial companies.
Fintech is a portmanteau of financial technology that describes an emerging financial
services sector in the 21st century. Originally, the term applied to technology applied
to the back-end of established consumer and trade financial institutions. Since the end
of the first decade of the 21st century, the term has expanded to include any
technological innovation in the financial sector, including innovations in financial
literacy and education, retail banking, investment and even crypto-currencies like
bitcoin.
The term financial technology can apply to any innovation in how people transact
business, from the invention of digital money to double-entry bookkeeping. Since the
internet revolution and the mobile internet revolution, however, financial technology
has grown explosively, and fintech, which originally referred to computer technology
applied to the back office of banks or trading firms, now describes a broad variety of
technological interventions into personal and commercial finance. According to EY's
Fintech Adoption Index, one-third of consumers utilize at least two or more fintech
services and those consumers are also increasingly aware of fintech as a part of their
daily lives.
New technologies, like machine learning/artificial intelligence, predictive behavioral
analytics and data-driven marketing, will take the guesswork and habit out of
financial decisions. "Learning" apps will not only learn the habits of users, often
hidden to themselves, but will engage users in learning games to make their
automatic, unconscious spending and saving decisions better. Who uses fintech?
There are four broad categories: 1) B2B for banks and 2) their business clients; and 3)
B2C for small businesses and 4) consumers. Trends toward mobile banking, increased
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information, data and more accurate analytics and decentralization of access will
create opportunities for all four groups to interact in heretofore unprecedented ways.
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2.3 Present Situation of Fintech Industry in Nepal
Nepal is one of the poorest countries in the world, located between India and China.
80% of Nepalese live in rural areas. Banks have consistently found it hard to operate
in rural areas because of the lack of proper infrastructure. In these rural areas, many
are poor. They have traditionally relied on agriculture, but increasingly they rely on
remittances. At least one in four households in Nepal have a migrant abroad today.
Nepal is one of the world’s top recipient of remittances as a share of GDP. In 2016,
remittances were equal to more than 30% of GDP. With the inflow of cash into the
country, people are looking for ways to save and potentially invest. As it has done in
many parts of Sub-Saharan Africa, Fintech provides an opportunity to increase access
to financial services in Nepal to those who live in areas where Banks cannot
profitably operate brick and mortar businesses. Fintech has proven to consistently
lower the cost of doing business for financial institutions and improve the quality of
services. That 100% of Nepalese have mobile cellular subscriptions also bodes well
for the adoption of fintech.
If fintech were to increase access to financial services to all Nepal is, they would have
better chance to lifting themselves out of poverty, investing in their children’s
education and saving for emergencies, to name a few examples. Entrepreneurs in
Nepal are starting to leverage fintech to increase access to financial services. Biswas
Dhakal, a Nepali entrepreneur launched F1Soft to help financial institutions integrate
mobile communications to increase access to mobile banking to virtually everyone in
Nepal. Biswas and his team also launched eSewa, the first online payment system in
Nepal in 2010 to rapidly increase financial access.
More recently, another group of entrepreneurs launched Khalti as a “one stop
payment gateway” to let users conduct numerous transactions including paying bills
or buying tickets. While entrepreneurs are eager and ready to make the financial
services more inclusive, challenges remain. Fintech in Nepal is at a nascent stage and
needs financial and regulatory support. Many Nepalese also prefer to use cash,
especially in rural areas where illiteracy rates among some groups, such as adult
women, remain high. In 2016, while majority of women and men owned a mobile
phone in Nepal, less than 10% of those men and women used mobile phone for
financial transactions.
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2.4 Challenges and opportunities of fintech industry
As there are challenges in life there are challenges in business or in any industry.
Opportunities and challenges are dynamic in nature. They vary depending upon the
market, technological advancement, consumer buying decisions and many more. As
opportunities are helpful for any industry or organization to grab new market segment
and helps industry to increase its business influence over bigger market either global
market or a local market.
Big challenges of fintech industry in Nepal are as follow:
Digital divides between connected cities and unconnected villages
Less development fixed infrastructure
Poor knowledge and awareness
Online transaction and securities
Competition
Political instability, liquidity crises, unfavorable policies of regulating body
Switching
o Big opportunities of fintech industry in Nepal are as follows
Technology innovation
Using digital currency
Economic and demographic drivers
minimizes illegal currency use
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CHAPTER THREE
INTRODUCTION OF ESEWA FONEPAY
PVT.LTD
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3.1 The context
eSewa was introduced in 2009 as an online payment service provider with an
integrated m/e wallet by F1Soft. The service has been branded and operating as
eSewa - Nepal’s first and leading online payment service provider Licensed by Nepal
Rastra Bank. eSewa took initiation to digitize the Merchant Payments and enrolled
1,800+ Merchants into its digital payment network within few years of establishment.
The portfolio of merchants associated with eSewa makes a wide variety of industry
such as Utility Bills (Electricity and Water Supply Bill Payments), Online Shopping,
Sending/Receiving Money, Landline, Mobile Top-up, Airlines/Bus/Travel Tickets,
Adventures, Nepal Medical Council, Entrance Examination for National Academy of
Medical Sciences (NAMS), Internet Service Providers, Movie Tickets, TVs and
Entertainment, Bank EMI, School Fees Payment, Books, Credit Card Bill Payment,
Insurance, Events Ticketing, etc. F1Soft International tapped into the burgeoning
opportunity of cash-free payment instead of regular payment and as being a pioneer in
the online payment industry of Nepal with more than 90% Market Share, considering
this elaborated domain of the online payment business, F1soft International
segregated the online platform in the end of 2012 to be run independently as a
separate company under its own management.
The payment system in Nepal is mainly based on cash and cheque. The small
payments are made through cash and the large payments are made by cheque. Young
and the educated population use debit/credit cards instead of cash and cheque as the
modes of payment. ecommerce sites have been existing in Nepal since 2009.
However, business organizations could not flourish because of the lack of online
payment gateway. In spite of the available technology for ecommerce, customers had
no access to the online payment channels. It had been few decades since the people
had been using the tedious traditional methods of payments for the different financial
activities.
Eventually, it realized the need of the payment gateway and developed a web and
mobile based application, ‘eSewa’. A step ahead than the other IT companies in
Nepal, it developed eSewa. This has created a bridge between the payers and
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receivers remotely. Since the launch of eSewa, people can easily make their payments
by few clicks on the web page or the mobile app.
3.1.2 Mission
Their mission is to lead the online payment business by striving to provide a totally
secured, integrated and most comprehensive payment processing services for
businesses, charities and associations, and payment solutions blending latest
technologies for their support and trust by making their interest our first priority, and
we will go above and beyond to help them. They are committed to achieve this by
focusing on customer centricity, constant product and maintaining high quality
customer service and risk management for current and new customers. They work
hard to provide Quality Financial Services and become a Preferred Provider of quality
services in the country.
3.1.3 Vision
Its vision is to cover every payment sector, continuously accomplish our mission and
take cashless economy to its peak and become the premier and most preferred Online
Payment Service Provider of the Country by providing premium products and
services to our customers, thus ensuring attractive and substantial returns to the
stakeholders of the eSewa. Always ahead with innovative products.
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3.1.4 Values
A diverse group of dynamic individuals’ makeup the management team of eSewa.
This team of top leaders with extensive experience has driven the company’s
significant growth during the past years. Their combined vision and guidance
positions the company even more explosive growth as the company continues to
accelerate nationwide expansion.
3.1.5 Customers
A customer is an individual or business that purchases the goods or services produced
by a business. Attracting customers is the primary goal of most public-facing
businesses, because it is the customer who creates demand for goods and services.
Businesses often compete through advertisements or lowered prices to attract an ever-
larger customer base.
Direct Customer (B2C): Direct customers are those customers who use eSewa
services for themselves. These customers use eSewa to make payment for utility
bill payment, air and bustickets, fund transfer and many other services. eSewa
provide cash-back and offers to customers to motivate the customers.
Agents (B2B): Agents are the retail outlets who use eSewa to make payment on
behalf of the customer. Agents get commission and cash-back for making these
payments. Agents tie-up with eSewa because it is more profitable than the
traditional way of business.
Corporate users (B2B): Corporate users are the corporate houses who use eSewa
platform to make corporate payments of business houses.
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3.1.7 Department
CRM: Stands for Customer Relationship management department. Works for
customer acquisition, education, retention. Prepares strategic planning and executes
those strategies to achieve department and organization goals as a whole.
Agent: Agent Management department mainly focuses on maintaining relationship
with eSewa business profile users. The major tasks of Agent Management department
is to make sure that business profiles are actively working in the market and also to
keep an eye on the revenue generation. Market visits are done time to time in order to
keep the business profiles motivated. Agent Management also deals with Branding of
eSewa, which mainly includes providing materials like stickers and placement of
boards.
CSD: Stands for Customer Support department. This department works for providing
support for the customers whenever customer wants to get any information of the
service. CSD department also plays a vital role in collecting feedbacks, suggestions,
problems of the customer which helps the organization to concentrate on the needs of
the customer. Effective customer support/service helps in maintaining trust and
loyalty of the customer.
Branding: Branding department helps in creating brand awareness campaigns, ATL
and BTL promotions, branding logistics management and other similar activities.
Banks and Corporate Relations: Banks and corporate relations department focuses
in enrollment of banks in eSewa. Its objective is to maintain relation with banks and
building relation with banks.
Merchant: Merchant department's objective is to enroll merchants in eSewa.
Merchants are service providers who partner with eSewa to collect payments for their
services. Some of the merchants of eSewa are; NTC, Ncell, ISP's, Airlines.
Development: eSewa is a technology based company, its technical advancements
depends are taken care by this team of engineers.
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3.1.8 Organization Design and structure:
Organizational structure is a system used to define a hierarchy within an organization.
It identifies each job, its function and where it reports to within the organization. This
structure is developed to establish how an organization operates and assists an
organization in obtaining its goals to allow for future growth. The structure is
illustrated using an organizational chart.
Organization structure of eSewa is as below:
CEO
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Users
Customers lie at the heart of eSewa services. People of different age group, from a
small kid to an elder citizen can be the customers of eSewa. It requires you to identify
yourself to eSewa to make any payments. The users can be distinguished into two
groups depending upon the information we know about.
Basic Customers: The customers who have been registered through web/mobile and
availability of limited information to us are categorized as ‘BASIC’ customers. They
will have limited access to the eSewa services and might be bound with transaction
limit as well. They have to provide other necessary documents to upgrade themselves
in order to get access over all services.
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Bank
Basically, bank is a financial institution that accepts deposits and distributes those
deposits into lending activities. Banks accept deposits from the customers with capital
surplus and distributes to the customers with capital deficit i.e. bank accepts deposits
from people, who have more money than they need and gives loan to those, who are
in need of it. There are two types of banks in the network of eSewa. The one is the
‘Partner Banks’ and another is the ‘Settlement Bank’.
1.Partner Banks: -
eSewa partner banks are the banks that are integrated with eSewa. Users can
successfully perform the transactions via such partner banks. Most of the banks of
Nepal are already a partner bank of the eSewa; eSewa still looks forward to integrate
with other banks, which are not integrated with eSewa yet. ESewa has certain
limitation that allows the users to make transactions only with the banks that it is
integrated with. Such banks are called partner banks. There are few steps that eSewa
and banks take together in the integration process.
2.Settelment banks:
A settlement bank is the bank that finalizes every monetary transaction at the end.
Nabil Bank is the settlement bank of eSewa. The Settlement Bank fosters financial co-
operation and serves as a bank for Partner Banks in eSewa. All the transactions that
take place in eSewa, actually take place in the settlement bank. The bank maintains
financial account for each Partner Bank to financially secure, execute and authorize
any payment so that eSewa transactions can be possible
Merchants
A merchant is a person who trades in commodities produced by other people. A
merchant historically was anyone who was involved in business as long as industry,
commerce, and trade have existed. The status of the merchant has varied during
different periods of history and among different societies. In modern times, the term
occasionally has been used to refer to a businessperson or someone undertaking
activities (commercial or industrial) for the purpose of generating profit, cash flow,
sales, and revenue utilizing a combination of human, financial, intellectual and
physical capital with a view to fueling economic development and growth.
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Merchants are another major component of eSewa. It is their goods and services that
are for sale. They have the key role to perform and eSewa efforts them to enlist their
participation in the system. Any business/firm that operates physically or virtually,
falls under the rules and regulation of the Government of Nepal and agrees to receive
the payment online is eligible to become Merchant in eSewa. The following steps take
place when a business/firm enrolls with eSewa.
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Financial Institution of Nepal, as a Settlement Bank, eSewa has introduced digital
wallet concept in Nepal. ESewa currently has a proprietary network of 44 Banks and
developed an exclusive settlement switch with Nabil Bank Ltd. as Settlement Bank.
Today, eSewa has 600,000+ users who access the eSewa wallet services either
through the web or their mobile. eSewa also offers a unique digital platform to
connect around 6million users belonging to 44 financial institutions in Nepal, most of
which comprise of leading commercial and development banks. eSewa serves as an
Automatic Clearinghouse (ACH) by settling amounts in real time, thus creating and
interoperable ecosystem that enables customers of member banks to conduct
Interbank Fund Transfers and payments instantly in real-time from anywhere at any
time.
eSewa is specialized in payment business and has developed country wide distribution
channel. eSewa currently has more than 25,000 exclusively branded outlets
(eSewaZONEs and eSewa Points) spread across all 75 districts of Nepal who are
providing eSewa services to registered and non-registered customers.
Since 2009, eSewa, a trusted, experienced and premier online payment solution,
technology vendor and payment service provider, strives to bring advanced, secured,
integrated, and cost-effective online payment processing solutions and services to
banks, to certified merchants and e-businesses nationwide, covering credit card bill
payment, Interbank Fund Transfer, Internet Service Providers and other
prepaid/postpaid card payments. Headquartered in Hattisar, Kathmandu, Nepal,
eSewa offers its professional e-payment solution consultancy and quality local service
support across Nepal. eSewa’s outstanding payment processing solutions and fraud
prevention services enables banks and merchants to increase their conversion ratio,
expand customer reach and prevent fraud.
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3.3 Challenges and opportunities of eSewa
A strategic plan or mission for the future beings with an assessment of the current
situation in which organization exists. The organization has to analyze the potential
strengths and gain competitive advantage. It helps to predict the possible opportunities
to capture the possible gains and advantages for growth and development.
Opportunities and challenges are listed below:
Opportunities
Low competitions as there is lack of payment gateway services available in Nepal
Consumers get facilitated as it saves time of the buyers since they don’t have to
rush to the particular business houses or stations
The service providers also facilities from eSewa as they don’t have to display their
products find the customers
Challenges
eSewa must deal with mainly government regulations
Limited use of electronic payment
Difficult to establish itself internationally
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CHAPTER FOUR
ANALYSIS OF ACTIVITIES DONE AND
PROBLEM SOLVED
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4.1 Introduction of the activities/department/sections
During the internship in the eSewa, the internee was assigned in the customer service
department which helped internee to gain knowledge of that department
“excellent customer service is the process by which organization delivers its services
or products in a way that allows the customer to access them in the most efficient,
fair, cost effective, and humanly satisfying and pleasurable manner possible.” Here is
the first point to remember: customer service is a process, not a set of actions that
might include greeting the customer, smiling, asking if you can help etc. customer
service is about how your customer organization delivers its product or service. The
part that salespeople play in the customer service process is taking the customer
through the process in order for him or her to receive the product they walked in the
door to acquire.
In simple terms, CSD is thought to be the inquiry section of any organization but this
thinking is not complete. Of course, CSD performs the inquiry service but it is only a
part of its total function. It performs various functions for various customers, which
will later be discussed in the next of this section. CSD is the department which is
directly relate to image creation and destruction of the organization. Customers
perceive any bank as good or bad depending upon the CSD of the organization. So the
officer of CSD is the liaison between the eSewa and the customers of eSewa. Efficient
functioning of CSD also enhance the efficiency of the other operations of the
organization because the management of customers is a very difficult task and if they
are managed properly then the other officers can do their work properly without any
problems and disturbances.
Furthermore, customer service is the provision of service to customers before, during
and after a purchase. Customer service may be provided by a person, or by automated
means called self-service. Customer service is normally an internal part of a
company’s customer value proposition.
The customer service process must be transparent. If an organization can practice full
disclosure in an obvious way in their product information and their contracts, they are
on the way to creating customer loyalty. If the customer experiences your
organization as one where they were never surprised and never felt deceived, the
organization will create a competitive edge in a world where is precious little
confidence in the customer service process
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This department works for providing support for the customers whenever customer
wants to get any information of the service. CSD department also plays a vital role in
collecting feedbacks, suggestions, problems of the customer which helps the
organization to concentrate on the needs of the customer. Effective customer
support/service helps in maintaining trust and loyalty of the customer.
It is very important to know that a highly satisfied customer stays loyal longer, buys
more as the organization introduces a new product, pays less attention to competing
brands and is less sensitive to price. Having significant number of this kind of
customers is only possible through the efficient functioning of customer service
department of any organization.
From the point of view of an overall sales process engineering effort, customer
service plays an important role in an organization's ability to generate income and
revenue. From that perspective, customer service should be included as part of an
overall approach to systematic improvement. One good customer service experience
can change the entire perception a customer holds towards the organization.
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order to make payment of various day to day activities like payment of internet,
recharging balance in mobile, payment of electricity bill, buying movie ticket online,
buying airline tickets, buying bus tickets etc.
Unverified user:
It means customer don't have a complete eSewa profile. Customer need to keep your
eSewa profile complete because of the existing regulatory requirements of Nepal
Rastra Bank which states that anyone willing to utilize financial services needs to
complete his/her KYC (Know your Customer) form.
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Verified user:
You can verify yourself by updating your eSewa profile with required documents.
Login to https://www.esewa.com.np, click on my profile and fill the details, provide
the valid documents required and request for verification. Your details will be
validated and approved by us to ensure the completion of your verification process.
Customer need the following documents to verify
citizenship/license/passport card (scanned or photo copy).
passport size photo (scanned copy or original).
Benefits for verified user are:
- Verified users are allowed to hold more than Rs. 9,999 on their eSewa wallet.
- Verified users can receive money through remittance like western union.
- Verified users can withdraw amount from eSewa to desired bank account among
partner banks of eSewa.
If you are unverified user, your account will be blocked if your account has Rs.10,
000 or more amount. And you can't enjoy the benefits mentioned above.
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Internet Banking:
You can transfer funds to your eSewa wallet using internet banking of our partner
banks. For this you will need to have an Internet Banking enabled account with one of
our partner banks.
Mobile Banking:
If you have mobile banking enabled account with one of our partner banks, then you
can prefund your eSewa account using mobile banking.
Counter deposit:
For the customer who don’t have the account in the partners’ bank of eSewa or the
customer without internet banking and online banking can load their eSewa account
by the process of counter deposit. Banks providing counter deposit services are:
Global IME Bank
Prabhu Bank
Janata Bank
Mega Bank
Mahalaxmi Bikas Bank Limited
Kamana Sewa Bikas Bank Limited
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• Siddhartha Bank
• Sunrise Bank Ltd
• NCC Bank
• Nepal Bangladesh Bank
• Nabil Bank
• Mega Bank
Internet banking
• Kailash Bikash Bank Ltd
Mobile banking
• Excel Development Bank Ltd
• Gandaki Bikash Bank
• Gurkhas Finance Ltd
• Jyoti Bikash Bank
• Kanchan Development Bank
• Karnali Development Bank Ltd
• Prime Bank Limited
• Purnima Bikash Bank
• RBB
• Shangrila Development Bank
• Shine Resunga Development Bank
• Tinau Bikash Bank
• United Finance
Cash points:
Customer can also load fund from nearest cash point of eSewa. cash points are those
who provides service of cash in without any charge.
P2P transfer:
Customer can ask their friends and family to transfer money on their eSewa account if
they are already registered with eSewa and have funds in their account
4.2.8 MPIN reset
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This is one of the biggest issues of eSewa. People often seem to forget MPIN and
getting in trouble while transferring funds to bank. MPIN is a must while making any
financial transactions from eSewa. In order to reset MPIN we have to go through
following steps:
Login to https://esewa.com.np with your Username and Password. (Your
Username is your eSewa registered mobile No. or email id)
Click on MY ACCOUNT, then PROFILE and then to MORE DETAILS.
Click on Green U turn arrow to reset your MPIN.
For Example:
If you have collected 50000 reward points in your eSewa wallet, you are entitled to an
Android smartphone or an 18" tv set.
You have the option to either redeem the reward points you have collected or can
keep accumulating the points to receive a higher valued gift voucher.
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Once your reward point has been redeemed, your reward point will be brought back to
zero and it will increase as you go on doing the transaction.
To redeem your reward points, please send us your email at csd@esewa.com.np or
give us a call at 1660-01-02121.
Once you redeem your reward points and choose the gift vouchers, it is non-
refundable and you will have to collect your gifts within a month from the time we
contact you. When you come to collect your gift, you are required to bring photo
identification along with yourself (Driver's license, passport or citizenship certificate)
Business to Business(B2B)
On the contrary to the B2C business model, in this business model users can purchase
the ticket from eSewa webpage and application. The users search for the desired
sector and date and select the available flight and confirm the tickets by paying the
amount from eSewa. This mode is useful for those who want to earn cash back and
reward points for doing transaction as well as also beneficial for those who want to
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compare the fight fare and flight timing s all the available flights are shown
accordingly.
By the use of eSewa wallet customer can make air ticket. There are five airlines from
where customer can make ticket through eSewa, they are
• Buddha airline
• Shree airline
• Simirak airline
• Saurya airline
• Yeti airlines
While purchasing customer are facing lots of problem. Some of the problem are:
• Transaction on time out/pending state:
Most the cases of initial stage are the timeout or pending transaction as customer as
well as support member is not sure whether the ticket been generated or not
• User had confirmed ticket issue from eSewa but wants to reschedule:
Track the transaction from admin, search for the ticket status by entering the PNR of
ticket number in respective airlines panel and search for the flights by entering the
reschedule date and if any flights with seats are available then proceed for the
reschedule.
User bought ticket and ticket is on confirmed state but he does not want to
travel and requested for cancelled and refund it:
Track down the transaction from admin and search for the ticket by entering the PNR
or ticket number in respective airlines panel and reconfirmed the ticket status and
inform customer about the class of the ticket and promptly informed about the
cancellation charges and reassure from the customer weather s/he wants to cancel the
ticket or not.
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• Name of the passenger in entered wrong in ticket and user wants to edit or
change the name on ticket
Track down the transaction from the admin and research for the ticket by entering
PNR or ticket number in respective panel and confirm the status of ticket. And inform
customer to contact respective airlines reservation unit for changing the passenger
name details as we do not have direct access.
• Ticket request
Sometimes customer is no able to receive ticket that time customer used to call at
support and requested for ticket, at that time support member send the ticket on their
mail id
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department (CRM), where we needed to solve the problems enquired by the
customers and create an issue report.
Internship is gaining knowledge and expertise through observation and actually
working in the working environment. Duration of sixty days was almost sufficient to
know about the organizational culture and behavior. In the final year of the BBA, it is
almost difficult for every student to complete the internship program, report writing,
attending classes and exams. However, it makes student to stand on their own and
develop their performance, decision making and individuality.
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Costumer get facilities as it saves time of the buyers.
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h) Made successful payment of customer's electricity bill, landline, internet etc.
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n) Twenty-four hours’ service provider.
o) Celebration of birthday parties and farewell parties.
p) Time to time break and Job rotation are more focused to reduce the
monotony
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Knowledge gained from the academic courses seemed to be totally different in the
practice. Although there is huge gap between theory and practice, the concept of the
theory is essential in the work place. Literature is the base to perform ant task in the
working environment. Socio-cultural factors, the interpersonal relationship and
mixing with society is a crucial task. Dealing with various kind of customers
effectively can be sharpening through the practice. Depth knowledge from the book
about the customer relationship cannot be as effective as that in practice.
Whenever internee learn something through the help of books, get a mental picture as
to what should be, but after completion of the internship the internee found out that
the textbooks and the real world situation are two completely different matters
because what was learnt in the textbooks are not updated from time to time whereas in
the real world one has to be updated in order to complete and get success.
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CHAPTER FIVE
CONCLUSION AND LESSON LEARNT
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5.1 Inference drawn
eSewa does not only provides services but even aims at total customer satisfaction by
rendering efficient and diversified services through improved technology.
As a result, eSewa today is found to be one of the lading payment gateway of Nepal
providing different services to the customers. It can be said that eSewa is marching on the
path of success by running in profits as well as providing different services to its users
and even seems successful in creating a goodwill and image in the minds of its customers
through the services provided.
Internee wants to conclude the eSewa is excellent in terms of their services despite with
pros and cons with the issue related to customer satisfaction. It can perform better in the
future by updating its working style and strategies and also by regulating its drawbacks,
overcoming their weakness and doing their best to retain quality services.
The most important lesson that the internee learnt during the internship period is how to
perform various tasks in an organization, to cope up with the real working environment.
Besides this it provided internee a great opportunity to work with the staff of eSewa who
helped internee to increase practical learning experiences and provided a platform to
show the ability to perform the job, the importance of the time management and the need
of good communication skills. The internship period has taught me how we can
implement the theoretical knowledge in our practical life. I too felt on- the-job training
that we faced more profitable and practical rather than off-the-job training which is
monotonous and forgetful.
The lessons that internee learn during the internship period are as follows;
Working at eSewa has helped internee to develop a learning habit to a great extent.
Improved communication skills which helped to communicate effectively
During internship, computer software and other devices were handled that enhanced
my practical skills.
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Dealing with various types of customers has improved mass facing ability
Handling the work pressure was one of the important attitudes developed while
working at eSewa
Being a partial employee, punctuality was one of the attitudes developed while
working in the eSewa.
Became more socialize while dealing and interacting with many people.
Boosted confidence level to communicate and coordinate with strangers which I
lacked before working in this organization.
Learned that one should not only know to attract a customer but also should be able to
retain them.
During internship, analytical skills were developed that in turn has fostered creativity
and innovation.
The internship program at eSewa really provided internee an opportunity to know and
observe the working system, network layout, functions of various departments and a lot
which were possible only due to friendly working environment and associated
employees.
Although eSewa is perfect on its own there are few feedbacks that internee would like to
give to eSewa as follows:
Advertisement: eSewa must consider the latest media of advertisement. Use of social
networking sites such as Facebook, Instagram, and Twitter etc. must be boosted so
that customers become aware about the various services it provides
Customer’s query must be replied instantly in Facebook pages.
eSewa provides various services, but still it is not enough. eSewa should have
association with many other merchants so that they can provide various other services
to the customers.
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Increase the advertising media and change the hording board making it noticeable and
attractive.
Extend its branches to the remote areas to mobilize the resources.
Enhance the ergonomics for the staffs and providing them better working
environment reducing the pressures.
Increase effective trainings to the staffs for professionals’ development so than they can
enhance their efficiency towards the customers and their works.
Various programs need to be conducted to attract more people towards the payment
gateway like eSewa
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Reference/ Bibliography
Kenneth C. Laudon, Corol G. Traver. “E Commerce Business Technology
https://eSewa.com.np
https://f1soft.com.np
https://www.google.com.np/search?
q=paypal+internship+report&oq=paypal+&aqs=chrome.1.69i57j35i39l2j0l3.20898j1j4&
sourceid=chrome&ie=UTF-8
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