MINOR PROJECT REPORT

ON
“USER SATISFACTION TOWARDS WHATSAPP”

SUBMITTED IN PARTIAL FULFILLMENT FOR THE

AWARD OF THE DEGREE OF MASTERS
OF BUSINESS ADMINISTRATION 2021-23

UNDER THE GUIDANCE OF SUBMITTED BY:

DR. NEERU GUPTA MANVI ANAND
FACULTY, MAIT 01814803921
MBA 2nd Sem

Maharaja Agrasen Institute of Technology

Affiliated to Guru Gobind Singh Indraprastha University, Delhi

PSP Area, Plot No. 1, Sector 22, Rohini Delhi 110086

pg. 1
 STUDENT UNDERTAKING

This is to certify that I have completed the minor project report “USER
SATISFACTION TOWARDS WHATSAPP” under the guidance of DR. NEERU
GUPTA in partial fulfillment of the requirement for the award of degree of Masters of
Business Administration at Maharaja Agrasen Institute of Technology, Delhi. This is
an original piece of work & I have not submitted it earlier elsewhere.

Manvi Anand

01814803921

CERTIFICATE FROM FACULTY GUIDE

pg. 2
This is to certify that the minor project report title “USER SATISFACTION
TOWARDS WHATSAPP” is an academic work done by MANVI ANAND submitted
in the partial fulfillment of the requirement for the award of the degree of Masters of
Business Administration from Maharaja Agrasen Institute of Technology, Delhi,
under my guidance & direction. To the best of my knowledge and belief the data &
information presented by him/her in the report has not been submitted earlier.

Dr. Neeru Gupta

Assistant Professor

                              

                                       

ACKNOWLEDGEMENT

pg. 3
I take the opportunity to express my gratitude to all of them who in some or other way
helped me to accomplish this challenging report. No amount of written expression is
sufficient to show my deepest sense of gratitude to them. I am very thankful to
Director, Dr. Neelam Sharma, HOD, Dr. Amit Gupta, and my guide Dr. Neeru Gupta,
Maharaja Agrasen Institute Of Technology, Rohini for their everlasting support and
guidance on the ground of which I have acquired a new field of knowledge. The
course structure created for this curriculum has benefited with the inclusion of recent
development in the organizational and managerial aspects. I express my sincere
thanks to all people who participated and helped me in successfully conducting minor
project. I am thankful to all the members who gave valuable information in the part of
my minor project.

Manvi Anand

01814803921    

                     

                              TABLE OF CONTENT

TOPICS Pg No.
 Student undertaking 2
 Certificate from faculty guide 3
 Acknowledgement 4

pg. 4
  Table of contents/Index 5

Ch-1: Introduction to the study 6

1.1 Company Profile 7 – 27
1.2 Brief overview of study 28 – 30
1.3 Objectives of the study 30
1.4 Scope & significance of the study 30
1.5 Review of Literature 31 – 33

Ch-2: Research Methodology 34

2.1 Sample size and sampling technique 35
2.2 Data collection method 35
2.3 Presentation tools used 36

Ch-3: Data presentation and analysis 39

3.1 Charts used and Findings based on questionnaire 40 – 50
responses

Ch-4 Conclusion, suggestions and recommendations 51

4.1 Findings and suggestions 52
4.2 Conclusion 53
4.3 Limitations 53

Annexure 54
 Bibliography 54
 Sample Questionnaire 55 - 56

pg. 5
 CHAPTER-1

INTRODUCTION TO THE STUDY

1.1 COMPANY PROFILE

pg. 6
WhatsApp Messenger is a freeware and cross-platform instant messaging service for
smartphones. It uses the Internet to make voice calls, one to one video calls; send text
messages, images, GIF, videos, documents, user location, audio files, phone contacts
and voice notes using standard cellular mobile numbers. Originally users could only
communicate with other users individually or in groups of individual users, but in
September 2017 WhatsApp announced a forthcoming business platform which will
enable companies to provide customer service to users at scale. All data are end-to-
end encrypted. It also incorporates a feature called Status, which allows users to
upload photos and videos to a 24-hours-lifetime feed that, by default, are visible to all
contacts, similar to Snapchat, Facebook and Instagram Stories. The client was created
by WhatsApp Inc., based in Mountain View, California, which was acquired by
Facebook in February 2014 for approximately US$19.3 billion.

WhatsApp Inc. was founded in 2009 and the company had 50 employees. In the
beginning there was need felt to communicate even after having e-mails enabled
applications that some text communication could help us out by exchanging instantly.
This may also called real time checking. People started downloading it and the
downloaders trespassed the humongous figure of 1million downloads, so it became a
trend that if you are not on WhatsApp you are nowhere in this world. Whatsapp users
can send each other images, video and audio media messages as well as their location
using integrated mapping features. The client software is available for Google
Android, BlackBerry OS, and Apple iOS, selected Nokia Series 40, Symbian, selected
Nokia Asha platform, Microsoft Windows Phone and Blackberry 10

pg. 7
HISTORY
SECTOR: IT Software

COMPANY: WhatsApp Inc. 2009–2014 WhatsApp, was incorporated in 2009

by Brian Acton and Jan Koum, both former employees of Yahoo!. After Koum and
Acton left Yahoo! in September 2007, the duo traveled to South America as a break
from work. At one point they applied for jobs at Facebook but were rejected. For the
rest of the following years Koum relied on his $400,000 savings from Yahoo!. In
January 2009, after purchasing an iPhone and realizing that the App Store would soon
create an industry of apps, Koum started visiting his friend Alex Fishman in West San
Jose where the three would discuss "... having statuses next to individual names of the
people", but this was not possible without an iPhone developer. Fishman found a
Russian developer on RentACoder.com, Igor Solomennikov, and introduced him
to Koum. Koum named the app "WhatsApp" to sound like "what's up". On February
24, 2009, he incorporated WhatsApp Inc. in California. However, because early
versions of WhatsApp often crashed or got stuck at a particular point, Koum felt like
giving up and looking for a new job, upon which Acton encouraged him to wait for a
"few more months". In June 2009, Apple launched push notifications, allowing users
to be pinged when they were not using an app. Koum changed WhatsApp so that
when a user's status is changed, everyone in the user's network would be
notified. WhatsApp 2.0 was released with a messaging component and the number of
active users suddenly increased to 250,000. Acton was still unemployed and
managing another startup, and he decided to join the company. In October 2009,
Acton persuaded five former friends in Yahoo! to invest $250,000 in seed funding,
and Acton became a co-founder and was given a stake. He officially joined on
November 1. After months at beta stage, the application eventually launched in
November 2009 exclusively on the App Store for the iPhone. Koum then hired a
friend who lived in Los Angeles, Chris Peiffer, to develop the BlackBerry version,
which arrived two months later. WhatsApp was switched from a free to paid service
to avoid growing too fast, mainly because the primary cost was sending verification
texts to users. In December 2009, the ability to send photos was added to WhatsApp
for the iPhone. By early 2011, WhatsApp was one of the top 20 apps in Apple's U.S.
App Store. In April 2011, Sequoia Capital was the only venture investor in WhatsApp
and paid approximately $8 million for more than 15 percent of the company, after

pg. 8
months of negotiation with Sequoia partner Jim Goetz. By February 2013, WhatsApp
had about 200 million active users and 50 staff members. Sequoia invested another
$50 million, and WhatsApp was valued at $1.5 billion. In a December 2013 blog post,
WhatsApp claimed that 400 million active users use the service each month.
Facebook subsidiary (2014–present)On February 19, 2014, months after a venture
capital financing round at a $1.5 billion valuation, Facebook announced it was
acquiring WhatsApp for US$19 billion, its largest acquisition to date. At the time, the
acquisition was the largest purchase of a venture-backed company in history. Sequoia
Capital received an approximate 50x return on its initial investment. Facebook, which
was advised by Allen & Co, paid $4 billion in cash, $12 billion in Facebook shares,
and (advised by Morgan Stanley) an additional $3 billion in restricted stock units
granted to WhatsApp's founders, Koum and Acton. Employee stock was scheduled to
vest over four years subsequent to closing. Days after the announcement, WhatsApp
users experienced a loss of service, leading to anger across social media. The
acquisition caused a considerable number of users to move, or try out other message
services as well. Telegram claimed to have seen 8 million additional downloads of its
app. Line claimed to have seen 2 million new users for its service. At a keynote
presentation at the Mobile World Congress in Barcelona in February 2014,
Facebook CEO Mark Zuckerberg said that Facebook's acquisition of WhatsApp was
closely related to the Internet.org vision. According to a TechCrunch article,
Zuckerberg's vision for Internet.org was as follows: "The idea, he said, is to develop a
group of basic internet services that would be free of charge to use – 'a 911 for the
internet.' These could be a social networking service like Facebook, a messaging
service, maybe search and other things like weather. Providing a bundle of these free
of charge to users will work like a gateway drug of sorts – users who may be able to
afford data services and phones these days just don’t see the point of why they would
pay for those data services. This would give them some context for why they are
important, and that will lead them to paying for more services like this – or so the
hope goes." Just three days after announcing that WhatsApp had been purchased by
Facebook, Koum said they were working to introduce voice calls in the coming
months. He also advanced that new mobile phones would be sold in Germany with
the WhatsApp brand, as their main goal was to be in all smartphones. In August 2014,
WhatsApp was the most globally popular messaging app, with more than 600
million active users. By early January 2015, WhatsApp had 700 million monthly

pg. 9
active users with over 30 billion messages being sent every day. In April 2015, Forbes
predicted that between 2012 and 2018, the telecommunications industry will lose a
combined total of $386 billion because of OTT services like WhatsApp and
Skype. That month, WhatsApp had over 800 million active users. By September
2015, the user base had grown to 900 million, and by February 2016 it had grown to
one billion. As of November 30, 2015, the Android client for WhatsApp started
making links to another messenger called Telegram unclickable and uncopiable. This
is an active block, as confirmed by multiple sources, rather than a bug,]and the
Android source code which recognizes Telegram URLs has been identified. URLs
with "telegram" as domain-name are targeted actively and explicitly – the word
"telegram" appears in the code. This functioning risks being considered anti-
competitive, and has not been explained by WhatsApp.Recent (2016-present)On
January 18, 2016, WhatsApp's founder Jan Koum announced that the service would
no longer charge their users a $1 annual subscription fee in an effort to remove a
barrier faced by some users who do not have a credit card to pay for the service. He
also explained that the app would not display any third party advertisement and
instead would bring new features such as the ability to communicate with business
organizations. By June 2016, more than 100 million voice calls are made per day on
WhatsApp according to a post on the company's blog. On November 10, 2016,
WhatsApp launched a two-step verification feature in beta for Android users. After
enabling this feature, users can add their email address for further protection. Also in
November 2016, Facebook ceased collecting WhatsApp data for advertising in
Europe. On February 24, 2017, (WhatsApp's 8th birthday) WhatsApp launched a new
Status feature similar to Snapchat and Facebook stories. On May 18, 2017, it was
reported that the European Commission was fining Facebook €110 million for
"misleading" it during the 2014 takeover of WhatsApp. The Commission alleged that
in 2014, when Facebook acquired the messaging app, it "falsely claimed it was
technically impossible to automatically combine user information from Facebook and
WhatsApp." However, in the summer of 2016 WhatsApp had begun sharing user
information with its parent company, allowing information such as phone numbers to
be used for targeted Facebook advertisements. Facebook acknowledged the breach,
but said the errors in their 2014 filings were "not intentional." In September 2017
WhatsApp announced a forthcoming business platform which will enable companies
to provide customer service to users at scale. Airlines KLM and Aeroméxico both

pg. 10
announced their participation in the testing; both airlines had previously launched
customer services on the Facebook Messenger platform.Users in IndiaIn May 2014,
WhatsApp crossed 50 million monthly active users in India, which is also its largest
country by the number of monthly active users.In October 2014, WhatsApp crossed
70 million monthly active users in India, which is 10% of its total user base (700
MM).In February 2017, WhatsApp crossed 200 million monthly active users in India.

Growth of WhatsApp:

Share your live location

Today, we’re rolling out a new feature that allows you to share your location in real-
time with family or friends. Whether you're meeting up with friends, letting loved
ones know you're safe, or sharing your commute, Live Location is a simple and
secure way to let people know where you are. This end-to-end encrypted feature lets
you control who you share with and for how long. You can choose to stop sharing at
any time or let the Live Location timer simply expire.Here's how it works. Open a
chat with the person or group you want to share with. Under "Location" in the attach
button, there's a new option to "Share Live Location." Choose for how long you want
to share and tap send. Each person in the chat will be able to see your real-time
location on a map. And if more than one person shares their Live Location in the
group, all locations will be visible on the same map.Live Location is available on both
Android and iPhone and will be rolling out in the app in the coming weeks. We hope
you like it.

pg. 11
Labeling Forwarded Messages

Starting today, WhatsApp will indicate which messages you receive have been
forwarded to you. This extra context will help make one-on-one and group chats
easier to follow. It also helps you determine if your friend or relative wrote the
message they sent or if it originally came from someone else. To see this new
forwarded label, you need to have the latest supported version of WhatsApp on your
phone.

New Group Setting for Admins

Over the last few months, we've added new features that improve the groups
experience. Some of these include group descriptions, a catch up feature, and
protection for people who are being added repeatedly to groups they've left. Today,
we're launching a new group setting where only admins are able to send messages to a
group. One way people use groups is to receive important announcements and
information, including parents and teachers at schools, community centers, and non-
profit organizations. We've introduced this new setting so admins can have better
tools for these use cases. To enable this setting, open “Group Info,” tap Group
Settings > Send Messages and select “Only Admins.”

pg. 12
New Features for Groups

Groups have been an important part of the WhatsApp experience, whether it's family
members connecting across the globe or childhood friends staying in touch over the
years. There are also people coming together in groups on WhatsApp like new parents
looking for support, students organizing study sessions, and even city leaders
coordinating relief efforts after natural disasters. Today, we're sharing improvements
that we've made to groups. What's New? Group description: A short blurb found
under group info that allows you to set the purpose, guidelines, or topics for the
group. When a new person joins a group, the description will show up at the top of the
chat. Admin controls: In group settings, there's now a control that allows admins to
restrict who can change the group's subject, icon, and description. Group catch
up: When you've been away from a group chat, quickly catch up on messages that
mention or reply to you by tapping on a new @ button that appears at the bottom right
corner of the chat. Participant search: Find anyone in a group by searching for
participants on the group info page. Admins can now remove admin permissions of
other group participants, and group creators can no longer be removed from the group
they started. We've also introduced protection so users can't be repeatedly added to
groups they've left. These features are available for Android and iPhone users today.
We hope you enjoy these new updates!

pg. 13
Introducing the WhatsApp Business App

People all around the world use WhatsApp to connect with small businesses they care
about — from online clothing companies in India to auto parts stores in Brazil. But
WhatsApp was built for people and we want to improve the business experience. For
example, by making it easier for businesses to respond to customers, separating
customer and personal messages, and creating an official presence. So today we're
launching WhatsApp Business — a free-to-download Android app for small
businesses. Our new app will make it easier for companies to connect with customers,
and more convenient for our 1.3 billion users to chat with businesses that matter to
them. Here's how: Business Profiles: Help customers with useful information such as
a business description, email or store addresses, and website. Messaging Tools: Save
time with smart messaging tools — quick replies that provide fast answers to
frequently asked questions, greeting messages that introduce customers to your
business, and away messages that let them know you're busy. Messaging
Statistics: Review simple metrics like the number of messages read to see what's
working. WhatsApp Web: Send and receive messages with WhatsApp Business on
your desktop. Account Type: People will know that they're talking to a business
because you will be listed as a Business Account. Over time, some businesses will
have Confirmed Accounts once it’s been confirmed that the account phone number
matches the business phone number. People can continue using WhatsApp as usual —
there's no need to download anything new. And people will continue to have full
control over the messages they receive, with the ability to block any number,
including businesses, as well as report spam. Over 80% of small businesses in India

pg. 14
and Brazil say WhatsApp helps them both communicate with customers and grow
their business today (Source: Morning Consult study). And WhatsApp Business will
make it easier for people to connect with them, and vice versa, in a fast and simple
way. WhatsApp Business is available today and free to download on Google Play in
Indonesia, Italy, Mexico, the U.K. and the U.S. The app is rolling out around the
world in the coming weeks.

Deleting Messages for Everyone

Starting today you can now delete messages you sent by mistake — whether to one
person or an entire group. Here's how it works: tap and hold on the message, choose
"Delete," and then "Delete for everyone." You have seven minutes to delete the
message after it's sent.

This feature is rolling out for users around the world on the latest versions of iPhone,
Android, Windows Phone as well as desktop. Both you and the message recipient
must be using the latest version of WhatsApp for the message to be successfully
deleted.

Building for People, and Now Businesses

Over 1 billion people use WhatsApp every day to stay connected with their family
and friends, and over time, more people are using the app to communicate with
businesses they care about too. In fact, many connections are already taking place
every day, whether it's someone placing an order with a local bakery or looking at
new styles from a clothing store. But the way this happens now on WhatsApp is pretty
rudimentary. We've heard stories of shopkeepers who use WhatsApp to stay in touch
with hundreds of customers from a single smartphone, and from people who are
unsure about whether or not a business on WhatsApp is authentic. In the coming
months, we'll be testing new features that aim to solve some of these challenges, and
make it easier for people to communicate with the businesses they want to reach on
WhatsApp. Our approach is simple – we want to apply what we've learned helping
people connect with each other to helping people connect with businesses that are
important to them. We know businesses have many different needs. For example, they
want an official presence – a verified profile so people can identify a business from
another person – and an easier way to respond to messages. We're building and testing
new tools via a free WhatsApp Business app for small companies and an enterprise

pg. 15
solution for bigger companies operating at a large scale with a global base of
customers, like airlines, e-commerce sites, and banks. These businesses will be able to
use our solutions to provide customers with useful notifications like flight times,
delivery confirmations, and other updates.Whether someone is communicating with a
business around the corner or around the globe, people expect WhatsApp to be fast,
reliable, and secure. We'll be listening carefully to feedback during our test phase and
keeping people informed as we make these tools more widely available. It's important
that we get this right and are thoughtful about the new experiences we'll provide for
businesses and our users. For more information, please read this FAQ.

Connecting One Billion Users Every Day

Just last year, we shared that one billion people around the world use WhatsApp every
month. Today, we are excited and proud to share that one billion people around the
world use WhatsApp every day to stay in touch with their family and friends.
Whether it’s sharing personalized photos and videos, connecting through video
calling, or keeping friends updated throughout the day with Status, communicating on
WhatsApp has never been easier or more personal. We are humbled that so many
people are using these new features to connect with one another in their own special
way. As we celebrate this milestone, we’re committed more than ever to bringing you
more useful features to enjoy, while delivering the reliability, simplicity, and security
you expect with WhatsApp. Thank you for your continued support.

pg. 16
WhatsApp Status

It was just eight years ago, in February 2009, when we started writing the first lines of
code for what would eventually become WhatsApp. The original idea behind the
project was to build an application that lets your friends and other contacts know what
you're up to. This was months before we added messaging. The first version of our
app looked like this:

Even after we added messaging in the summer of 2009, we kept the basic "text only"
status functionality in WhatsApp. Every year, when Brian and I would plan projects
to work on, we always talked about improving and evolving this original "text only"
status feature. Yes, even your status updates are end-to-end encrypted. Just like eight
years ago when we first started WhatsApp, this new and improved status feature will
let you keep your friends who use WhatsApp easily updated in a fun and simple way.
From all of us at WhatsApp, we hope you enjoy it!

pg. 17
WhatsApp Video Calling

Our goal at WhatsApp has always been to help as many people as possible stay in
touch with friends, family, and others they care about. That means making a product
that’s simple, easy to use, and accessible no matter where you are. We started with
messaging and Group Chat. Then we added voice calling. And we did it in a way that
works across thousands of device and platform combinations all over the world.
Today we’re excited to announce the next step in our efforts to connect people –
WhatsApp video calling. In the coming days, WhatsApp's more than one billion users
can make video calls across Android, iPhone, and Windows Phone devices. We’re
introducing this feature because we know that sometimes voice and text just aren’t
enough. There’s no substitute for watching your grandchild take her first steps, or
seeing your daughter’s face while she’s studying abroad. And we want to make these
features available to everyone, not just those who can afford the most expensive new
phones or live in countries with the best cellular networks. Over the years we’ve
received many requests from our users for video calling, and we’re excited to finally
offer this feature to the world. Thank you for using WhatsApp and we promise to
keep working hard every day to improve the service.

pg. 18
WhatsApp Calling: 100 million conversations every day

For more than a year, people have used WhatsApp Calling to talk with friends and
family around the world. It's a great way to stay in touch, especially when connecting
with people in other countries, or when messages alone won't do. Today, more than
100 million voice calls are made every day on WhatsApp - that's over 1,100 calls a
second! We're humbled that so many people have found this feature useful, and we're
committed to making it even better in the months to come.

pg. 19
Introducing WhatsApp's desktop app

Today we're introducing a desktop app so you have a new way to stay in touch
anytime and anywhere - whether on your phone or computer at home or work. Like
WhatsApp Web, our desktop app is simply an extension of your phone: the app
mirrors conversations and messages from your mobile device.

The new desktop app is available for Windows 8+ and Mac OS 10.9+ and is synced
with WhatsApp on your mobile device. Because the app runs natively on your
desktop, you'll have support for native desktop notifications, better keyboard
shortcuts, and more.

To download the app, visit https://www.whatsapp.com/download from your desktop

browser. Then, open the app and scan the QR code using the WhatsApp app on your
phone (look for WhatsApp Web menu under Settings).Just like WhatsApp Web, the
new desktop app lets you message with friends and family while your phone stays in
your pocket.

End-to-end encryption

WhatsApp has always prioritized making your data and communication as secure as
possible. And today, we're proud to announce that we've completed a technological
development that makes WhatsApp a leader in protecting your private
communication: full end-to-end encryption. From now on when you and your contacts
use the latest version of the app, every call you make, and every message, photo,

pg. 20
video, file, and voice message you send, is end-to-end encrypted by default, including
group chats. The idea is simple: when you send a message, the only person who can
read it is the person or group chat that you send that message to. No one can see
inside that message. Not cybercriminals. Not hackers. Not oppressive regimes. Not
even us. End-to-end encryption helps make communication via WhatsApp private –
sort of like a Encryption is one of the most important tools governments, companies,
and individuals have to promote safety and security in the new digital age. Recently
there has been a lot of discussion about encrypted services and the work of law
enforcement. While we recognize the important work of law enforcement in keeping
people safe, efforts to weaken encryption risk exposing people's information to abuse
from cybercriminals, hackers, and rogue states. While WhatsApp is among the few
communication platforms to build full end-to-end encryption that is on by default for
everything you do, we expect that it will ultimately represent the future of personal
communication. The desire to protect people's private communication is one of the
core beliefs we have at WhatsApp, and for me, it's personal. I grew up in the USSR
during communist rule and the fact that people couldn't speak freely is one of the
reasons my family moved to the United States. Today more than a billion people are
using WhatsApp to stay in touch with their friends and family all over the world. And
now, every single one of those people can talk freely and securely on WhatsApp.

WhatsApp now let users mute others on group calls

Whatsapp now let users mute others on group calls, thereby cutting out potentially
disruptive noise from people who may not realize they need to mute their mic. 
“You can now mute or message specific people on a call (great if someone forgets to
mute themselves!), and we've added a helpful indicator so you can more easily see
when more people join large calls.

WhatsApp gets a major official upgrade 

WhatsApp rolled out some major changes aimed at making the service that much
better — and in some cases much closer to competing messenger apps.
Among the changes are the ability to react to messages with emojis, send files up to
2GB in size and even bigger group chats.

pg. 21
Previously group chats could include up to 256 people at any given time, which is
already a pretty big number.

The increased file-sharing size is also welcome. The previous limit was just 100MB,
which isn’t a great deal these days — especially if you want to share video. 2GB may
not sound like much, but it does offer a great deal more flexibility when it comes to
sending things via WhatsApp.

Send and receive money right where you chat

Whether it’s sending money home, splitting the cost of your aunt’s birthday gift, or
paying back a friend for lunch, do it all with no fees on WhatsApp.

WhatsApp Pay allows users to send money only to their contacts after which it
enables UPI ID. WhatsApp Pay users could enter the UPI ID and send money.
Through QR code, WhatsApp users can also send money to people who are not in
their contact list.

pg. 22
Money is directly transferred between bank accounts. The payments feature on
WhatsApp is powered by BHIM UPI and processed by payment partners in India.

VISION, MISSION AND OBJECTIVE OF WHATSAPP

Mission is to make the world more open and connected. They do this by building
services that help people share any type of content with any group of people they
want. Whatsapp will help developers do this by continuing to develop a service that
people around the world love to use every day. Whatsapp is a simple, fast and reliable
mobile messaging service that is used by over 450m people on every major mobile
platform. More than 1m people sign up for WhatsApp every day and it is on its way to
connecting 1 bn people. More and more people rely on WhatsApp to communicate
with all of their contacts every day. WhatsApp will continue to operate independently
within Facebook. The product roadmap will remain unchanged and the team is going
to stay in Mountain View. Over the next few years, we are going to work hard to help
Whatsapp grow and connect the whole world. We also except that Whatsapp will add
to our efforts for Internet.org, our partnership to make basic internet services
affordable for everyone. WhatsApp started as an alternative to SMS. Our product now
supports sending and receiving a variety of media: text, photos, videos, documents,
and location, as well as voice calls. Our messages and calls are secured with end-to-
end encryption, meaning that no third party including WhatsApp can read or listen to
them. Behind every product decision is our desire to let people communicate
anywhere in the world without barriers. Whatsapp will complement our existing chat
and messaging services to provide new tools for our community. Facebook friends,
and Whatsapp for communicating with all of your contacts and small groups of
people.

Organizational structure/Management hierarchy

Founded 2009

Headquarters Mountain View, California, US

Founder(s) Jan koum and Brian Acton

CEO Jan koum

pg. 23
Employees 50

Parent Facebook Inc.

Website www.whatsapp.com

Product and Services offered by Whatsapp

WhatsApp started life as a cross-platform instant messaging client, but has since gone
on to add a host of new features. One of the best features is the ability to utilize third-
party services. Here WhatsApp take a look at some of the most powerful new services
to be added.

Health Information

During the height of the Ebola crisis in 2014, the BBC launched a WhatsApp service
aimed at users in the affected West Africa. It provided audio, text message alerts, and

pg. 24
images in a bid to ensure residents in the area received the latest public health
information and thus learned how to combat the spread of the disease in the region.

Although the usefulness of this service has now declined as the disease was slowly
thwarted, it’s not difficult to imagine the effectiveness of these type of alerts moving
forward. Any global health pandemic could be combated in such a way, with
governments and health agencies able to get news and advice to people quickly and
effectively.

MARKETING STRATEGIES

1. Utilizing WhatsApp for an Uninterrupted Communication & Customer

Support
As far as communication is concerned, customers prefer follow-ups done
through messages instead of direct calls. It’s not feasible for customers to pick
up calls often but a message won’t bother that much. Start engaging your
potential and existing clients through WhatsApp. Sending a short message on
WhatsApp may give you a quick response as compared to the promotional
mails that may end up going to the spam folder.Now as far as customer
support is concerned, WhatsApp configures a wider reach as a communicative
platform. It will be easier for the customers to reach you through WhatsApp
rather than going through that convoluted process of raising a ticket on the
helpdesk section. For newbies and small businesses, it will be very helpful and
economical to use this instant messenger as a communicative tool.

2. Creatively Using WhatsApp for Creating Benchmark Business

A lot of novice businessmen have entered into the league of sales and
marketing through WhatsApp as a platform. This platform has been
extensively used for establishing small scale businesses like: Miscellaneous
Service. This instant messenger has been fervently used by various emerging
and established mainstays as the easiest tool to facilitate consumers. You can
now order passes for concerts/parties, ask for flower delivery, do shopping,
and much more. Receiving Order On WhatsApp. A lot of restaurants and
food outlets have begun offering their services via WhatsApp on mobile
and Whatsapp on desktop. They not only provide the menu but also let you
place an order on a single text. This is definitely emerging as a trend among

pg. 25
 businessmen that helps them serve their consumers instantly. Medical
Assistance No wonder, the next time you suffer from cold flue and your
family doctor instead of visiting your place texts on WhatsApp giving all the
consultation and prescription. This will not be same as visiting the doctor
personally but would definitely save time if either among the doctor-patient
seems unavailable in person. Not just this, medical stores too are accepting
digital prescriptions available through WhatsApp on phones. Governments
Aid A large section of people is getting into the use of smartphones these
days. And there could be nothing better than using an app like WhatsApp to
cover such a large number of users in order to spread awareness, information
and education among people. For an instance, Delhi Police launched a
helpline which is powered using WhatsApp. This would help citizens to
complain or share their grievances easily with the management without
getting the fear of being troubled.

3. Develop a Supportive and Interactive Community of Individuals with

Like Minded Perception
Undoubtedly, an inspiring, interactive and supportive community of
individuals can help a business grow and create a sense of likability in the
society. There are thousands of active WhatsApp groups functional today. A
lot many groups have come up today consummating socialists,
environmentalists, professors, students, housewives, corporate groups, etc.
WhatsApp gives them an easy access to share pictures, videos, files, songs and
even contacts on a single platform.

4. Establishing or Positioning the Brand

A personalized assistance is more preferred by a customer than the
professional or formal one. You are more likely to get customer involvement
if the assistance you provide to customers is instant and satisfactory. They will
be glad if their queries are answered on a priority basis which in a way is your
step towards gaining more scores on customer satisfaction. Homeshop18 is the
best example to understand the importance of Brand Positioning using
WhatsApp.

pg. 26
5. Deploy Various WhatsApp Marketing Tools
Here is a list of commonly used WhatsApp Marketing Tools/software that are
contributing to ensure the success of a business model. WhatsApp Bulk
Sender – It is a desktop based WhatsApp software specifically devised for
bulk marketing. It comprehends features identical to the original application
that helps in sending bulk messages initiating a quick marketing. You can
easily send texts, pictures, and audio, video and vCard files using this tool.
This software also helps you in filtering the contacts to sort out the active
WhatsApp users out of them all. WhatsApp Bulk Suite – This is a web-based
WhatsApp marketing tool which is used to send WhatsApp messages in
multiple formats like audio, video, text, GPS Hotspot, Contact card to an
infinite number of WhatsApp users. WhatsApp Marketing Services – It is
designed specifically to manage different strategies of WhatsApp marketing
for small and medium level businesses. Conclusion: It would be wrong to say
that even though there are numerous audio/video based technologies and
inventions carried out so far but none of them could compete the charm of text
messages. If you have a zeal and a smartphone, you too can start your own
marketing campaign on a ground level using WhatsApp Marketing tools.

WHATSAPP FUTURE PLANS

WhatsApp is looking at developing the messaging software. With new future
updates you may be able to message businesses such as restaurants. So if you
would like to make a reservation or order at your local take away or restaurant,
this will all be possible soon! Even for business owners, you will able to
receive messages from customers asking questions about the products you sell.
The new updates will be developed over two stages although no date has yet
been given on the release dates.

pg. 27
1.2 Brief overview of study

In today’s energetic worldwide business, the ability to be responsive and alert to

technological changes is more significant than ever before. Information and the
interactions around it has turn out to be the key asset of most businesses. New
technology may present negative or positive for many businesses.

As nowadays selling activities become much easier and simpler ever than traditional
time by using the online system. The aims of people who tend to participate or
involve in online business entrepreneur is to gain profit. Nonetheless they must ensure
that their product is well known and recognize by the public. The online business was
introduced by the internet as an innovative means of doing business in addition to
making a profit. Competence entrepreneurs persist to discover ways to make use of
the internet for their business purposes. Dissemination information of the product and
goods is significantly required to help the business to promote or update their product.
Looking into the new technology especially hand phone is no longer just a device to
make call and sending message. It has been upgraded to become smarter and
sophisticated with multi-function and application and the name also has changed to
become ‘smartphone.’, “A Smartphone is defined as a mobile device that allows users
to make telephone calls, sends and receives emails, downloads files, provides an
internet connection and uses applications”. Smartphone application offers lots of
benefits to online business nowadays. Notwithstanding, the universality of
smartphone application has becoming as business and consumers’ preferences as a
way of interactive communication. Science and technologies contribute to the
development and improvement of various activities globally. One of those activities is
a day to day business such as household selling; home based, kitchen needs and
utilities, wedding door gifts and souvenirs, flower arrangements/bouquets, artworks,
cloth, scarf and varieties of other products. In this study we aim to explore the
positive impact of the smartphone application for online business. The usage of
smartphone applications such as WhatsApp and Facebook has contributed
enormously to especially online business. Telecom service provi6ders (TSPs) offering
fixed and mobile telephony are currently being overwhelmed by online content,

pg. 28
known as over-the-top (OTT) applications and services. The term over-the-top (OTT)
refers to applications and services which are accessible over the internet and ride on
operators’ networks offering internet access services. E.g social networks, search
engines, amateur video aggregation sites etc. The best known examples of OTT are
Skype, Viber, whatsapp, Chat On, Snapchat, Instagram, Kik, Google Talk, Hike,
Line, WeChat, Tango, ecommerce sites (Amazon, Flipkart etc.), Ola, Facebook
messenger, Black Berry Messenger, iMessage, online video games and movies
(Netflix, Pandora). Today, users can directly access these applications online from
any place, at any time, using a variety of internet connected consumer devices. It is
becoming increasingly difficult for consumers to know if there is an economic
difference in connecting various networks via a land phone, cell phone, or a computer.
In fact, young users find it difficult to distinguish among these three networks; from
their perspective, all that matters is connectivity. They visualize these not as a layered
and interconnected series of discreet networks, but as an organic whole.

Topic related concept

As we know about the customer satisfaction, whether the buyer is satisfied after
purchase depends on the offer’s performance in relation to the buyer’s expectation. In
general, satisfaction is a person’s feeling of a pleasure disappointment resulting from
comparing product’s perceived performance or outcome in relation to his or her
expectation. Therefore, Customer Satisfaction is the performance performed with the
expectations matches of customer satisfied or delighted. From your buying
experience, friends & competitors, information & promises. If marketers raise
expectations to high, the buyer is likely to disappoint. Many companies are
systematically measuring customer satisfaction and the factors shaping it. A company
would be wise to measure customer satisfaction regularly because one key to
customer retention is customer satisfaction. Satisfaction will also depend on product
and service quality. Quality is the totality of features and characteristics of a product
or a service that bear on its ability to satisfy stated or implied needs.

The project is all about consumer is satisfied about WhatsApp Messenger and what
additional features should company introduce to increase the potential customer.
WhatsApp has emerged as the most popular app among Indians with virtually every
second cell phone customer using the app. As part and partial fulfilment of
management course subject of marketing research for MBA program I have selected

pg. 29
“Whatsapp.inc” for general understanding of the marketing research. However my
emphasis was on to fulfill the objective of research and to find out and to explore the
analyses of primary data. WhatsApp Inc. was founded in 2009 by Americans Brian
Acton and Jan Koum (also the CEO), both former employees of Yahoo and is based
in Mountain View, California. The project report is to measure the user satisfaction
level of whatsapp messenger, user satisfaction is a measure of how products and
services supplied by a company meet customer expectation. Customer satisfaction is
critical if a company has to register high sales profit and the study of this project
helped me to know current market scenario of whatsapp and also varities of services
that is offers to the users. In today’s tough economic climate all organization needs to
improve efficiency and even its midsize firms that usually means coordinating large
quantities of information. However, technology and thinking has progressed and,
billions of users now-a-days are using whatsapp.

1.3 OBJECTIVES OF THE STUDY

The present study revolves around the following broad objectives :

 To analyse the user satisfaction about Whatsapp

 To find out the key features of whatsapp
 To know the usage pattern of whatsapp

1.4 SCOPE & SIGNIFICANCE OF THE STUDY

The project aims at analyzing the user satisfaction towards whatsapp. The project
helps us to know that how much powerful the social messaging whatsapp in
comparison to others. This project may be useful to:-

CONSUMERS/USERS

RESEARCHERS

STUDENTS

OTHER INTERESTED PARTIES

pg. 30
1.5 REVIEW OF LITERATURE

The application was created in 2009 by Jan Koum and Brian Acton, two former
employees of the IT company. Initially, the application was developed for iOS, and
then spread across all major smartphone operating systems. Whatsapp uses a modified
version of the standard messaging protocol XMPP. And then the entire section is
loaded into this central database after installation, an account based on the phone
number of the device is created Whatsapp, allowing an end user to provide a list of
contacts who, like him, has installed the application. Whatsapp is a property of
Facebook.inc application based on multi-platform instant messaging for smartphones.
Besides the exchange of text messages, you can call, send images, videos, audio files,
share your location (by using integrated in the device maps) and make VoIP calls to
anyone with a smartphone equipped with Internet connection that has the application
installed. Using the application is free for the first year after installation, after which
you have to subscribe pursuant to tariffs available. The service is activated by the user
number, you can switch freely between phone and reinstall or upgrade the software as
long as the phone Whatsapp is available for iOS, Android, BlackBerry OS, Series 40,
Nokia Symbian and Windows Phone number remains the same. In addition to text
instant messaging, which is the basic function of the application, users Whatsapp can
create chat groups, where whenever someone writes a message is seen by everyone in
the group (up to 100 participants), share photos, videos, audio files, contacts, and data
on the geographic location using Google Maps.

Anand Y. Kenchakkanavar and Dr.Gururaj S. Hadagali , made a study on “Use

of whatsapp among the Research Scholars of Karnatak University, Dharwad”.
Themain objective of the study is to examine the use of Whatsapp by the social
science research scholars of the Karnatak University, Dharwad. A structure
questionnaire was designed for the purpose and distributed to 145 regular research
scholars, out of which, 139 duly filled in questionnaires were received back with a
response rate of 95.86 percent. The collected data were analyzed using statistical
methods like simple percentage. The results of the study show that a majority of the
research scholars are aware of SNSs especially Facebook, Google+ and You Tube and

pg. 31
use these SNSs to stay in touch with their friends. It can be indicated from the study
that majority, i.e. 96.87% research scholars use Whatsapp to participate in group
discussion on their research work and to share potos and information on
workshops/seminars/conferences.

Ms. Jisha K and Dr. Jebakumar , in their study on “Whatsapp: A Trend Setter in
Mobile Communication among Chennai Youth”. The main objetives of the study is to
examines the usage of whatsapp mobile application among the youth in Chennai
región. The study uses online survey method and is restricted to youngsters in
Chennai region. Questionnaire was distributed to 100 college students in the age
group of 18-23.Random sampling technique was applied and statistical tools like
Percentage Analysis and Chi – Square were carried out to analyze the data and draw
interpretation. The study concluded that all the respondents agreed that they are using
whatsapp for communication with their friends. They also Exchange images, audio
and video files with their friends using whatsapp. It was also proved that the only
application that the youth uses when they are spending time on their Smart phone is
Whatsapp.

Ghulam Shabiretall , in their study on “The Impact of Social Media on Youth: A

Case Study of Bahawalpur City”. The main objectives of the study is to evaluate the
attitude of youth towards social media and measure the spending time on social
media. A simple of 300 youngsters was selected and non e random sampling method
was used to select the sample for all over population among youth including male and
female in Bahawalpur City. Statistical package for the Social Sciences (SPSS) was
used for the data analysis and interpreted. Findings show that the majority of the
respondents show the agreements with these influences of social media. Respondents
opine Facebook as their favorite social media form, and then the like Skype as second
popular form of social media, the primary place for them, 46 percent responded
connect social media in educational institution computer labs, mainstream responded
as informative links share, respondents face main problem during use of social media
are unwanted messeges, social media is beneficial for youth in the field of education.
Social media deteriorating social norms, social media is affecting negatively on study
of youth.

Dr. Sankar Kumar Chakraborty, carried out a study entitled, “Impact of Social
Media / Social Networks on Education and life of Undergraduate level students of

pg. 32
Karimganj town-A survey Sudipta Deb Roy”. The main objectives of the study is to
find out the positive impact of social media on Education of undergraduate level
students. The study was conducted through descriptive survey method of research.
The study was conducted on sample of 60 undergraduate students. Simple statistical
methods were applied to investigate and analysis the collected data. Simple
percentage method was employed to arrive at the results and findings of the data
analysis which is graphically shown by Bar Graph and Pie Chart. The Study reveals
that, Facebook is the most popular sites among the youths. It provides individuals
with a way of maintaining and strengthening social ties which can be beneficial to
both social and academic settings.

Parvathy J. and Suchithra R. , in their study, “Impact of Usage of Social

Networking Sites on Youth”. The main focus of this study is to present an insight into
impact of SNS usage on the minds of youth population. Data collected from 150
respondents through structured questionnaire. Non Probabilistic method of sample
selection will be used for this study convenience sampling technique. This study
concluded that every technology has its positives and negatives and people who are
using has to extra cautious in using them and requested only use them for good cause.

Saleh Ibrahim Alsanie, in their study focused, “Social Media (Facebook, Twitter,
WhatsApp) Used, and its Relationship with the University Students Contact with their
Families in Saudi Arabia”. The aim of the research to study the relationship of the use
of social media the following social media: WhatsApp, Twitter and Facebook,
continuing university students with their families. Total sample 658 students. The
tools used in this study are ANNOVA and correlation. The study recommends the
inclusion of these means in a curriculum that is taught to students and explain how to
take advantage of them positive, especially in the educational process.

pg. 33
 CHAPTER-2

RESEARCH METHODOLOGY

pg. 34
RESEARCH METHODOLOGY

Research is defined as careful consideration of study regarding a particular concern or

problem using scientific methods. 

UNIVERSE: The universe consists of all survey elements that qualify for inclusion in
the research study. The population or universe represents the entire group of units
which is the focus of the study. The universe selected for the study was users using
Whatsapp in DELHI region.

2.1 SAMPLE SIZE & SAMPLING TECHNIQUE

Sample Size: 102

Sampling Technique: The sampling techniques used is convenience sampling

technique.

Other Techniques: Porter’s five forces analysis and PESTLE analysis

Sample Unit: The sampling unit of my study is respondents who used WhatsApp
in South Delhi.

2.2 DATA COLLECTION METHOD

Research work is exploratory in nature. Information has been collected from both
primary and secondary data.

Primary sources:- Primary data has been collected by conducting online surveys
through questionnaire, which include Likert scale questions and both open ended and
close ended questions.

Secondary sources:- In this research, secondary source used were books and
websites.

pg. 35
2.3 PRESENTATION TOOLS USED

These tools help to make project interactive and easily understandable by any
individual who want to seek information about any particular subject. The main
presentation tools are as follows: 1.) Graphs 2.) Pie charts 3.) Tables

Whatsapp – Porter’s Five Forces Analysis

Bargaining Power of Suppliers/High competition among suppliers - High levels

of competition among suppliers acts to reduce prices to producers. This is positive for
Whatsapp. "High competition among suppliers (Whatsapp)" has a significant impact,
so an analyst should put more weight into it. This statement will have a short-term
positive impact on this entity, which adds to its value. "High competition among
suppliers (Whatsapp)" is an easily defendable qualitative factor, so competing
institutions will have a difficult time overcoming it. "High competition among
suppliers (Whatsapp)" will have a long-term negative impact on this entity, which
subtracts from the entity's value.

Bargaining Power of Customers/ Large number of customers - When there are

large numbers of customers, no customer tends to have bargaining leverage. Limited
bargaining leverage helps Whatsapp. Product is important to customer - When
customers cherish particular products they end up paying more for that one product.
This positively affects Whatsapp. This statement will have a short-term negative
impact on this entity, which subtracts from its value.

Intensity of Existing Rivalry/Fast industry growth rate - When industries are

growing revenue quickly, they are less likely to compete, because the total industry
size is also growing. The only way to grow in slow growth industries is to steal
market-share from competitors. Fast industry growth positively affects. Relatively
few competitors - Few competitors mean fewer firms are competing for the same
customers and resources, which is a positive for Whatsapp. "Relatively few
competitors (Whatsapp)" has a significant impact, so an analyst should put more

pg. 36
weight into it. "Relatively few competitors (Whatsapp)" will have a long-term
positive impact on this entity, which adds to its value.

Threat of Substitutes/Substitute has lower performance - A lower performance

product means a customer is less likely to switch from Whatsapp to another product
or service.
Substitute is lower quality – A lower quality product means a customer is less likely
to switch from Whatsapp to another product or service.

Threat of New Competitors/Strong distribution network required - Weak

distribution networks mean goods are more expensive to move around and some
goods don’t get to the end customer. The expense of building a strong distribution
network positively affects Whatsapp. Strong brand names are important - If strong
brands are critical to compete, then new competitors will have to improve their brand
value in order to effectively compete. Strong brands positively affect Whatsapp.
Advanced technologies are required - Advanced technologies make it difficult for
new competitors to enter the market because they have to develop those technologies
before effectively competing. The requirement for advanced technologies positively
affects Whatsapp.

PESTLE ANALYSIS

Political: The popular free unlimited service Whatsapp might be blocked in Saudi
Arabia 'within weeks', local newspaper Aleqtisadiah reported.
Country's Communications and Information Technology Commission (CITC) claimed
that the service doesn’t comply with local rules and regulations.

Economic: Favorable economic environment

Social: Nowadays, WhatsApp is used by in between 20 to 40 years of age. Earlier

people used text messages, that is, SMS, but nowadays they have started using it for
communications with their friends and family. People can also send voice messages,
images, as well as video through WhatsApp. As we know, WhatsApp is available in

pg. 37
free of cost for 1 year. And for accessing data, one needs data plant to send and
receive messages.

Technological Compatibility: The compatibility for WhatsApp starts from Nokia

S40 phones, the least one apps-compatibility wise. After this its compatibility
increases to Nokia S40 Symbian, S60, and Android/iOS/BB OS/Windows, etc.
Interface – Whatsapp interface is quite easy and simple to handle. Whatsapp
launches updates frequently to make its interface more appealing and user friendly but
mainly its interface depends on type of platform who are using.

Legal: Whatsapp legal factors consist of: Acceptance – It is an agreement between

Whatsapp Inc., the owner and operator of www.whatsapp.com, the WhatsApp
software including WhatsApp messenger and user of software. Using the service, user
agrees to the terms of service and privacy policy. Whatsapp Service – The terms of
service applies to the all users of WhatsApp. Information provided by users to
WhatsApp, may provide links to third party websites.

Environmental Factors: Recycling and waste management, renewable technologies,

weather and climatic changes, attitude towards eco-friendly products and
environmental regulations to avoid resource depletion.

pg. 38
 CHAPTER-3

DATA PRESENTATION AND ANALYSIS

pg. 39
3.1 Findings based on questionnaire responses:

Overall demographics

AGE
15 – 20 years 46 45.1%
20 – 25 years 21 20.6%
25 - 30 years 10 9.8%
30 and above 25 24.5%

Age
25% 15-20 years
45% 20-25 years
10% 25-30 years
21% 30 and above

Occupation
Student 50 49%
Private job 24 23%
Government job 2 2%
Business 21 21%
Home maker 5 5%

Q.1 Do you want to be in touch with the people by using Apps?

occupation
Student
5% private job
21% government job
2% 49% business
homemaker
24%

pg. 40
 PARTICULAR FREQUENCY
YES 97%
NO 3%

3%

97%

yes no

INTERPRETATION: - In the above table and graph we can say that, 97%
respondents want to be in touch with the people by using Apps and 3% don’t.

Q.2 Do you depend on whatsapp for most of your communication

than phone calls?

PARTICULAR FREQUENCY

pg. 41
 Yes 61

No 25

Sometimes 9

Maybe 7

70
61
60

50

40

30 25

20
9 7
10

0
Yes No Sometimes
Maybe

INTERPRETATION:- 61 out of 102 respondents use whatsapp for most of the

communication than phone calls.

Q.3 What is your reason for using whatsapp?

pg. 42
 PARTICULAR FREQUENCY
To be in touch with people 64
Knowledge sharing 21
Sharing of any knowledge 10
Fun 7

70

60

50

40

64
30

20

10 21
10 7
0
To be in touch Knowledge Sharing of any Fun
with people sharing knowledge

INTERPRETATION: -WhatsApp is widely used social messaging app, 64 out of

102 people use whatsapp to get in touch with other people, 21 people use it for
knowledge sharing, 10 people use it for sharing any kind of knowledge and 7 people
use it fun and entertainment.

pg. 43
Q.4 From where did you came to know about whatsapp?

Particulars Frequency
Word of mouth 68
Internet 24
Newspaper 6
Advertisement 4

68
80

70

60

50 44

40

30

20
6 8
10

0
word of mouth internet newspaper Advertisement

INTERPRETATION:- From the above table and graph, we can interpret that, 68
people came to know about Whatsapp from word of mouth, 24 people knew from
Internet and remaining people came to know about whatsapp from newspaper and
advertisement.

pg. 44
Q.5 Do you use whatsapp on regular basis?

Particulars Frequency
Yes 78%

No 22%

22%

yes
no
78%

INTERPRETATION:- From the above graph and table, we can interpret that, only
78% people used whatsapp on regular basis .

pg. 45
Q.6 How often do you use whatsapp?

PARTICULAR FREQUENCY

All The Time 16

Most Of the Time 52

Sometimes 31

Not At All 3

60
52
50

40
31
30

20 16

10
3

0
All the time Most of the Sometime Not at all
time

INTERPRETATION: - From the above table and graph we can interpret that, 16
people use “WhatsApp” all the Time and 52 people use it Most of the time. It
indicates that the major part of our samples use WhatsApp frequently. And, 3 people
are not using WhatsApp as they might be using alternate app like Facebook or they
are not having Smartphone with data/Wi-Fi connection

pg. 46
Q.7 Do you find WhatsApp good way of socializing?

Particulars Frequency
Yes 93%
No 7%

7%

93%

yes no

INTERPRETATION:- From the above data, we can interpret that 93% understood
that Whatsapp is a good way of socializing for them and only 7% people understood
that other social messaging app is good way of socializing, not whatsapp.

pg. 47
Q.8 Which feature of whatsapp you like the most?

Particulars Frequency
Calling 9
Video calling 21
Group Chatting 28
Status 15
Sharing of documents 22
Live location sharing 7

30 28

25 22
21
20
15
15
9
10 7

0
li n
g
li n
g ng us ts in
g
l l tti at en ar
ca ca a st um h
eo ch s
p oc on
vid ou of
d ti
gr g lo
ca
in e
har li v
s

INTERPRETATION: -Almost every features of WhatsApp impresses respondents,

but major feature which impresses respondent is Group chatting because Group
Chatting is also popular, followed by User Friendly interface then Sharing of
documents because it allows users to send documents instantly. Video calling of
WhatsApp is also the impressing feature.

pg. 48
Q.9 Which feature would you like to suggest in whatsapp to enhance
its appeal?

Particulars Frequency
Profile picture privacy (for 39
selected contacts)
Better image quality 32
Add live location in status 28
Message reversing 3

39
40
respondents
35 32
30 28

25

20

15

10
3
5

INTERPRETATION: - Because of the good services, features of WhatsApp, most

of the consumer are satisfied on the existing features. But Respondent believes that
there should be some features required in WhatsApp for become better messaging
app. The major feature which are suggested by respondents are profile picture privacy
– only selected contacts can view the profile picture, & better image quality are also
one of the suggested features. Some respondents said to add live location in status
must be allowed, it means that WhatsApp should work on additional features to
enhance its appeal.

pg. 49
Q-10 As a social messaging application, how would you rate
Whatsapp?

PARTICULAR FREQUENC
Y

1 Least satisfied (don’t download) 0

2 Dissatisfied 1

3 Neutral 4

4 Satisfied 38

70 5 Most satisfied (A must-use 59

59
60 application)

50

40 38

30

20

10 5
0 1
0
least satisfied dissatisfied neutral satisfied most satisfied

INTERPRETATION: - Most of the respondents are satisfied by using WhatsApp.

59 of respondents are most-satisfied means WhatsApp is must-use application, 38 are
at “satisfied” level, 4 people are neutral and 1 is dissatisfied. It means WhatsApp
earns very good customer satisfaction level among social messenger apps.

pg. 50
 CHAPTER-4

FINDINGS, SUGGESTIONS, CONCLUSION,

AND

LIMITATIONS

pg. 51
4.1 Findings and Suggestions

According to survey I have found that:

 97% respondents want to be in touch with the people by using App.

 61 out of 102 respondents depend on whatsapp for most of the communication
than phone calls.
 Whatsapp is widely used social messaging app, 64 out of 102 respondents use
whatsapp to get in touch with other people, 21 respondents use it for
knowledge sharing. 10 respondents use it for sharing any kind of knowledge
and 7 people use it just for fun and entertainment.
 Word of mouth plays an important role in free form of advertisement and in
this research analysis 68 people came to know about whatsapp from word of
mouth.
 78% respondents use whatsapp on regular basis.
 16 respondents use whatsapp All the time, 52 use it Most of the times and rest
of the respondents Sometimes or Not at all.
 93% respondents understood that whatsapp is a good way of socializing.
 ‘Group chatting’ is the major feature which impressed most of the
respondents.
 The major feature which are suggested by respondents are profile picture
privacy – only selected contacts can view the profile picture, & better image
quality are also one of the suggested features.
 Most of the respondents are satisfied by using WhatsApp. 59 of respondents
are most-satisfied means WhatsApp is must-use application.

WhatsApp is easy to use. Through this we can have a contact with the person
regularly. As encryption mode is present it is easy to use & also it is safe. We
can easily make backup in WhatsApp. The study shows that WhatsApp is the
most used App. WhatsApp is a great application that offers various benefits to
the customer. It provides the best features that an internet messaging

pg. 52
 application can provide to us. With that, we can easily send enough
unrestricted messages to our WhatsApp friends and family.

4.2 CONCLUSION

From the research I came to know about the important conclusion regarding the user
satisfaction of whatsapp:

 Whatsapp has been in market for quite some time and is being used by most
and offer functions like text based messaging and file transfer.
 Whatsapp is emerging as an alternative for SMS and MMS messaging.
Demographic does not affect the usage of whatsapp.
 The word of mouth has given great advantage to aware the customers about
the product.
 With increasing smartphone market, whatsapp has captured the market but
company has to keep innovating to maintain the satisfactory level of existing
customers.
 Because with given enough time, Facebook messenger, Instagram are capable
product and in the future they can hold the potential to overtake Whatsapp,
unless some new innovation is adopted by the world leader in messengers.

Through the research paper

entitled, “A study on
Usersatisfaction towards
WhatsApp”, it
is concluded that the
demographic variables such
pg. 53
as age group, gender and
occupation are
having less impact on the
factors of usersatisfaction.
The research outcome also
indicates
that, most of the users
aresatisfied towards
WhatsApp store with
respect to the chosen
factors.
Through the research paper
entitled, “A study on
Usersatisfaction towards
WhatsApp”, it

pg. 54
is concluded that the
demographic variables such
as age group, gender and
occupation are
having less impact on the
factors of usersatisfaction.
The research outcome also
indicates
that, most of the users
aresatisfied towards
WhatsApp store with
respect to the chosen
factors.
Through the research paper
entitled, “A study on

pg. 55
Usersatisfaction towards
WhatsApp”, it
is concluded that the
demographic variables such
as age group, gender and
occupation are
having less impact on the
factors of usersatisfaction.
The research outcome also
indicates
that, most of the users
aresatisfied towards
WhatsApp store with
respect to the chosen
factors.
4.3 LIMITATIONS OF THE STUDY

pg. 56
  Sample size is too small
 The study is limited to one city only.
 The respondents were sometimes unable to spend much time for filling up the
questionnaire. So, the chances for bias in the respondents answer were on the
higher side.
 The responses of the user may not be genuine.
 The questions included in the questionnaire may not be comprehensive.

ANNEXURE

Bibliography:

Books:

Naresh K. Malhotra, “Marketing Research: An Applied Orientation”4th Edition.

Prentice Hall, 2004Philip Kotler, Kevin Lane Keller, Abraham Koshy, Mithileshwar
Jha., “Marketing Management – A south Indian perspective”- 13thedition.Pearson
Education, 2009.

Websites:

https://www.whatsapp.com/

https://en.wikipedia.org/wiki/WhatsApp#:~:text=It%20allows%20users%20to
%20send,telephone%20number%20to%20sign%20up.

https://zeenews.india.com/photos/business/upcoming-whatsapp-features-6-new-
features-you-should-be-excited-about-in-2022-2470102/caption-view-status-
audience-selector-2470106

pg. 57
https://www.businessinsider.in/tech/how-to/what-is-whatsapp-a-guide-to-navigating-
the-free-internet-based-communication-platform/articleshow/78134185.cms

https://firstmonday.org/ojs/index.php/fm/article/download/10417/8322

Sample Questionnaire

NOTE: Please tick mark () in appropriate boxes to provide your opinion. If
applicable, tick () for more than one option.

Demographic Information:

Gender: [ ] Male [ ] Female

Age: [ ] 15 – 20 years [ ] 20 – 25 years [ ] 25 – 30 years

[ ] 30 and above

Occupation: [ ] Student [ ] Private Job [ ] Government

Job [ ] Business [ ] Other……..

pg. 58
1. Do you want to be in touch with the people by using Apps?

□ Yes □ No

2. Do you depend on whatsapp for most of your communication than phone calls?
□ Yes □ No □ Sometimes □ Maybe

3. What is your reason for using whatsapp?

□ to be in touch with people □ knowledge sharing □ sharing of any information □

fun

4. From where did you came to know about whatsapp?

□ Word of mouth □ Internet □ Newspaper □ Advertisement

5. Do you use whatsapp on regular basis?

□ Yes □ No

6. How often do you use whatsapp?

□ All the Time □ Most of the Time □ Sometimes □ Not At All

7. Do you find whatsapp good way of socializing?

□ Yes □ No

8. Which feature of whatsapp you like the most?

□ Calling □ Video calling □ Group Chatting □ Status

□ Sharing of documents □ Live location sharing

pg. 59
9. Which feature would you like to suggest in whatsapp to enhance its appeal?

□ Profile picture Privacy (for selected candidates) □ Better image quality

□ Add live location in status □ Message reversing

10. As a social messaging application, how would you rate WhatsApp?

From a scale of 1 (Least satisfied) to 5 (Most satisfied)

1 □ Least satisfied 2 □ Dissatisfied 3 □ Neutral 4 □ Satisfied

5 □ Most satisfied

pg. 60