A

PROJECT REPORT

ON

“CUSTOMER SATISFACTION TOWARDS WHATSAPP”

SUBMITTED TO PANJAB UNIVERSITY, CHANDIGARH

IN THE PARTIAL FULFILLMENT OF THE REQUIREMENT FOR THE AWARD

OF THE DEGREE OF BACHELORS OF BUSINESS ADMINISTRATION

SESSION (2018-19)

SUBMITTED TO:- SUBMITTED BY:-

DR. MRS. RAKHI MALHOTRA JASKEERAT ARORA

ASST. PROFESSOR B.B.A. 3RD YEAR

16089610

GURU NANAK GIRLS COLLEGE

MODEL TOWN, LUDHIANA

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 DECLARATION

This is to certify that I Jaskeerat Arora have completed a project title “Customer
Satisfaction towards WhatsApp” under the guidance of Mrs. Rakhi Malhotra in the
partial fulfillment of the requirement for the award of Bachelors of Business Administration
of GURU NANAK GIRLS COLLEGE, MODEL TOWN LUDHIANA. The information
submitted is herein is true, to the best of my knowledge.

JASKEERAT ARORA

16089610

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 ACKNOWLEDGEMENT

“It is not possible to prepare a project report without the assistance & encouragement of other
people. This one is certainly no exception.”

On the very outset of this report, I would like to extend my sincere & heartfelt obligation
towards all the personages who have helped me in this project. Without their active guidance,
help, cooperation & encouragement, I would not have made headway in the project.

I would like to thank Dr. Mrs. Charanjeet Mahal (Principal) for providing us better
infrastructure and other inputs for study.

I gratefully acknowledge Mrs. Rakhi Malhotra and the faculty members, for guiding me with
attention and care. She has provided me with valuable insights during the entire project work
and her co-operation at every step. Plus, she has taken pain to go through the project and
make necessary corrections as and when needed.

I also express my deep gratitude to my teachers, parents and friends who provided me the
help and cooperation in understanding this project.

JASKEERAT ARORA

16089610

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 CERTIFICATE

This is to certify that the project on “A study on customer satisfaction towards Whatsapp” is
based on views of the population of Ludhiana. This project is submitted by Jaskeerat Arora, a
student of BBA (Bachelor of Business Administration) final year of Guru Nanak Girls
College, Ludhiana, under the provisions of Panjab University. This project is completed
under the supervisionof Mrs. Rakhi Malhotra.

It is further certified that this is bonafide work the candidate and matter embedded in this
project has not been submitted to any other university either for award of any degree to the
best of my knowledge. The data sources have been duly acknowledged.

RAKHI MALHOTRA

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 TABLE OF CONTENTS

CHAPTER CONTENTS PAGE NO.

1. INTRODUCTION

2. REVIEW OF LITERATURE

3. OBJECTIVES OF STUDY

4. RESEARCH METHODOLOGY

5. ANALYSIS AND INTERPRETATION

6. FINDINGS AND CONCLUSION

7. LIMITATIONS

8. RECOMMENDATIONS

9. BIBLIOGRAPHY

10. ANNEXURE

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 CHAPTER-1

INTRODUCTION

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 1. INTRODUCTION TO THE STUDY

Customer satisfaction is a term frequently used in marketing. It is a measure of how

products and services supplied in a company meet or surpass customer expectation. Customer
satisfaction is defined as “the number of customers, or the percentage of total customers,
whose reported experience with a firm, or products, or its services (ratings), exceeds specified
satisfaction goals.”
In a competitive marketplace where businesses compete for customers, customer satisfaction
is seen as a key differentiator and increasingly has become a key element of business
strategy.

“Within organizations, customer satisfaction ratings can have powerful effects. They focus
employees on the importance of fulfilling customers’ expectations.”

Therefore, it is essential for businesses to effectively manage customer satisfaction. To be

able do this, firms need reliable and representative measures of satisfaction.
The state of satisfaction can also vary depending on other options the customer may have and
other products against which the customer can compare the organization’s products.

A mobile app is a software application designed to run on mobile devices such as smart
phones and tablet computers. If you go back to the history of mobile applications, then you
can clearly figure out that a few java games, a calculator or monthly calendar were all that
come under the category of mobile apps. However, the first smart phone was announced for
the general use by IBM in 1993 that was equipped with the features like calculator, world
clock, and calendar and contact book. The BlackBerry Smartphone released in 2002 was the
next major achievement in the field of mobile application development and it was marked by
BlackBerry. Limited, formerly, known as Research in Motion Limited (RIM) and integrated
with the innovative concept of wireless email.

And, it took two decades of Research and Development (R&D) to get first mobile application
for smart phones, and the credit goes to IBM Simon, who introduced the world with the first
mobile apps for smart phones.

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Customer satisfaction a measurement we use to quantify the degree to which a customer is
satisfied with a product, service, or experience.

In practice, this could be executed using many different survey design tactics, such as
differing questions, survey response scales, and collection methods. Sometimes, we collect
these measures right after a transaction or other times at a fixed date in the customer
relationship. Sometimes we use a five-point Likert scale, and sometimes we use a Net
Promoter Score® (NPS®) survey.

The point of all this is to measure how a customer feels about a brand interaction.

In fact, there’s some ruckus around the term “customer satisfaction.” After all, as the
argument goes, customer satisfaction is simply the absence of customer frustration. If you
have a great meal at a restaurant, you don’t sit back, smile, and say, “that meal was ...
satisfactory.”
The argument is that we should aim for delight.
We’ll ignore arguments of semantics in this guide, but it’s important to note that the focus
generally shouldn’t be on providing an average experience, but rather, on creating raving
promoters for your business.

Still, measuring customer satisfaction can help us do this (no matter what we call the metric).

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 Why Measure Customer Success Anyway?

If you don’t measure customer satisfaction, you can’t identify unhappy customers. If you
don’t know who is unhappy, you don’t know who will churn, and you can't figure out why
they're unhappy. If people churn faster than you can acquire new customers, your business
will fail.
“Measurement is the first step that leads to control and, eventually, to improvement. If you
can’t measure something, you can’t understand it. If you can’t understand it, you can’t
control it. If you can’t control it, you can’t improve it.”
― H. James Harrington

Without contact or feedback from the customer, we isolate ourselves in a sort of bubble.

The truth is, however, that even the best, most innovative, top-performing businesses all have
faults and opportunity areas. These companies are elite because they measure things like
customer satisfaction and act upon the data.

If you’re open to the idea that you could improve, it’s worth spending the little bit of time it
takes to set up measurement solutions and to collect the data. What’s the harm? You might
find problem areas that are worth massive amounts in terms of ROI.

That’s the general truth about measuring and data.

Specifically, though, what’s the importance of customer satisfaction to business health?

 Retention.

Customer retention is arguably the most important factor in long-term business growth. You
can acquire customers as rapidly as you’d like, but if they aren’t sticking around, you don’t
have a sustainable business.

Retention affects every part of a business, from the customer acquisition cost to the customer
lifetime value to word of mouth and customer loyalty. In fact, the ratio of these metrics
(CAC/LTV) is important, too: You can spend more money to acquire customers if they retain
for longer and are worth more. It’s one business lever that truly impacts every other.

If you’re still not convinced, check out these two data points:

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 82% of companies agree that retention is cheaper than acquisition.
 A repeat customer spends 67% more than a new customer.
Retention is good for business. Here’s how Brian Balfour, former VP Growth at HubSpot,
puts it:
“The point is, every improvement that you make to retention also improves all of these other
things — virality, LTV, payback period. It is literally the foundation of all of growth, and
that’s really why retention is the king.”

How to Measure Customer Satisfaction

Every method of collecting data on customer satisfaction comes down to a customer survey.

With digital analytics, we can determine if users are researching a goal, how they are
interacting with a feature, or even their relative struggle completing a given task. But we
can’t gauge their emotional response to any of that.

We can also ask more open-ended questions and with the right software or data science, can
even run a sentiment analysis to quantify the responses in a way. Questions like:

 Why did you purchase from us today?

 Was there anything you would improve about your experience?

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 Customer Satisfaction Measurements and Methods

Then there are other “one question” satisfaction methodologies like SUS and CSAT
(Customer Satisfaction Score). CSAT is the most commonly used satisfaction method, and
it’s likely the most straightforward as well.

We simply ask your customer to rate their satisfaction with your business, product, or service.
Survey scale can be 1 – 3, 1 – 5, or 1 – 10. Most academics disagree on which scale is the
best to use.

It’s not as important to spend too long weighing which scale to use, but rather to implement
something your team can agree on and sticking with it. It’s more about establishing a baseline
and improving than it is to be perfectly accurate in measurement.

Then there are other “one question” satisfaction methodologies like SUS and CSAT
(Customer Satisfaction Score). CSAT is the most commonly used satisfaction method, and
it’s likely the most straightforward as well. It's usually best to keep things simple, though.
People don't want to fill out long surveys, and make sure we get accurate data. If the
customers are unhappy, they’ll leave, and no business can survive and compete long term
with a serious churn problem.

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2. INTRODUCTION TO SOCIAL MESSENGERS

2.1. WHAT IS MOBILE APPLICATION?

Mobile applications (apps) have been gaining rising popularity due to the advances in
mobile technologies and the large increase in the number of mobile users.
Consequently, several app distribution platforms, which provide a new way for
developing, downloading, and updating software applications in modern mobile
devices, have recently emerged.
A mobile application is a software application designed to run on smartphones, tablet
computers and other mobile devices. They are usually available through application
distribution platforms, which are typically operated by the owner of the mobile
operating system, such as the Apple App Store, Google Play, Windows Phone Store,
and BlackBerry App World.
Some apps are free, while others must be bought by usually, they are downloaded
from the platform to a target device, such as an iPhone, BlackBerry, Android phone or
Windows Phone, but sometimes they can be downloaded to laptops or desktops. For
apps with a price, generally a percentage, 20-30%, goes to the distribution provider
(such as iTunes), and the rest goes to the producer of the app.
Instant messaging has become the killer app on mobile as smart phone adoption has
grown across the globe and the Indian scene is no exception. Three out of every four
smart phone user in India is now high on mobile chatting making the market a
lucrative one for chat app companies.
WhatsApp reigns supreme among mobile chat app with about 76% of smart phone
users in India using it to text each other, revealed a recent study on smartphone usage
in India by Informate Mobile Intelligence.

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 2.2. DIFFERENT SOCIAL MESSENGER APPs:

1. Whatsapp:

WhatsApp Messenger is a proprietary, cross-platform instant

messaging service for smartphones. In addition to text messaging, users can send each
other images, video, and audio media messages. In addition to text messaging, users
can send each other images, video, and audio media messages. The client software is
available for Android, BlackBerry OS, BlackBerry 10, iOS, Nokia-Series 40,
Symbian (S60), and Windows Phone.

2. Facebook:

Facebook is an online social networking service. Facebook was

founded in February 2004 by Mark Zuckerberg with his college roommates and fellow
Harvard University students Eduardo Saverin, Andrew McCollum, Dustin Moskovitz and
Chris Hughes. The founders had initially limited the website's membership to students of
the University of Harvard, but later expanded it to colleges in the Boston area, the Ivy
League, and Stanford University. It gradually added support for students at various other
universities before it opened to high school students, and eventually to anyone ages 13
and over. Facebook now allows anyone who claims to be at least 13 years old to become
a registered user of the website.

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 3. WeChat:

WeChat (Chinese: 微 信 ; pinyin: Wēixìn; literally "micro

message") is a mobile text and voice messaging communication service developed by
Tencent in China, first released in January 2011. The app is available on Android, iPhone,
BlackBerry, Windows Phone, and Symbian platforms.
WeChat provides multimedia communication with text messaging, hold-to-talk voice
messaging, broadcast (one-to-many) messaging, photo/video sharing, location
sharing,and contact information exchange. WeChat supports social networking via shared
streaming content feeds and location-based social plug-ins ("Shake", "Look Around", and
"Drift Bottle") to chat with and connect with local and international WeChat users.

4. Twitter:

Twitter is an online social networking and micro-blogging service

that enables users to send and read "tweets", which are text messages limited to 140
characters. Registered users can read and post tweets but unregistered users can only read
them. Users access Twitter through the website interface, SMS, or mobile device app.
Twitter Inc. is based in San Francisco and has offices in New York City, Boston, and San
Antonio.

5. BBM (BlackBerry Messenger):

BlackBerry Messenger (BBM) is a proprietary Internet-based

instant messenger and videotelephony application included on BlackBerry devices that
allows messaging (and videocalls for BlackBerry 10 smartphones) between BlackBerry
users. It was developed by the manufacturer of the BlackBerry, BlackBerry Limited

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(formerly known as Research In Motion Limited (RIM)). Messages sent via BlackBerry
Messenger are sent over the Internet and use the BlackBerry PIN system, so
communication was only possible between BlackBerry devices until 2013. There are 70
million BBM users worldwide and BlackBerry infrastructure handled 30 petabytes of data
traffic each month by early 2013.With the release of BlackBerry Messenger 7.0 in
December 2012, voice chat was introduced. The new feature is called BBM Voice Call.

6. Skype:

Skype is a freemium voice-over-IP (VoIP) service and instant

messaging client that is currently developed by the Microsoft Skype Division. The name
originally derived from "sky" and "peer". Skype was first released in August 2003; it was
written by Estonian developers Ahti Heinla, Priit Kasesalu, and Jaan Tallinn, Danish
Janus Friis, and Swedish Niklas Zennström, who had also originally developed Kazaa.
Skype had 663 million registered users as of the end of 2010. It was bought by Microsoft
in 2011 for $8.5 billion.

7. LINE:

Line is a Japanese proprietary application for instant messaging on

smartphones and PCs. Line users exchange text messages, graphics, video and audio
media, make free VoIP calls, and hold free audio or video conferences. Line, launched in
Japan in 2011, reached 100 million users within eighteen months and 200 million users
only six months later. Line was originally developed as a mobile application for Android
and iOS smartphones.

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8. Other:

SnapChat:

Snapchat is a photo messaging application. Using the

application, users can take photos, record videos, add text and drawings, and send
them to a controlled list of recipients. These sent photographs and videos are known
as "Snaps". Users set a time limit for how long recipients can view their Snaps after
which they will be hidden from the recipient's device and deleted from Snapchat's
servers.

Tango:

Tango is third-party, cross platform messaging application

software for smartphones developed by TangoME, Inc. in 2009. The app is popular
for offering video calls over 3G, 4G and Wi-Fi networks,in addition to video calls, is
also optimized for voice calls, texting, photo sharing, and playing games.

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There are a lot of social messenger applications. WhatsApp, Facebook, WeChat, BBM,
Skype, Twitter, Viber, Line, Snapchat, Tango, etc. are included in it.

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3. INTRODUCTION TO WHATSAPP

3.1 WhatsApp:

WhatsApp Messenger is a proprietary, cross-platform instant messaging service for

smartphoneswithout having to pay for SMS. In addition to text messaging, users can
send each other images, video and audio media messages as well as their location
using integrated mapping features.
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 company employs 55 people.
WhatsApp, a dream come true of talking to a friend sitting oceans apart through
radio-waves, means absolutely free. What used to cost a somewhere between Rs. 5-15
per message was brought down to being free by online messaging like Way2SMS.
This was still found to be cumbersome by people mainly due the involvement of
internet which required logging or signing in a personal computer or laptop. This is
where WhatsApp walked in to make life easy for Smartphone users. It leveraged on
the increasing popularity of the term, ‘Stay Connected’.
Where people wanted staying in touch with their friends and loved ones for as low a
price as possible, WhatsApp removed the price aspect from it. It seems this
application builders leveraged on the growing population of ‘Short message service
(SMS)’ users.

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Competing with a number of Asian-based messaging services (like LINE, KakaoTalk,
WeChat). According to the Financial Times, WhatsApp "has done to SMS on mobile
phones what Skype did to international calling on landlines."

On February 19, 2014, Facebook Inc. announced it is acquiring WhatsApp Inc. for
US$19 billion. Facebook will pay $4 billion in cash, $12 billion in Facebook shares
and $3 billion in restricted stock units to be granted to WhatsApp founders and
employees that will vest over four years.
Facebook’s $19 billion acquisition of WhatsApp sounds smarter and smarter. CEO
Mark Zukerberg announced on the Q4 2017 earnings call today that WhatsApp now
has 1.5 billion users and sees 60 billion messages sent per day. That’s compared to
1.3 billion monthly users and 1 billion daily active users.

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 3.2 BACKGROUND

History

WhatsApp was founded 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 to take 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 the potential of the app
industry on the App Store, 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.

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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.

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 used
the service each month.

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 3.3 ACQUISITION:A $19 billion bet by Facebook

On February 19, 2014, Facebook announced it would be acquiring WhatsApp for

US$19 billion. It will pay $4 billion in cash, $12 billion in Facebook shares and an
additional $3 billion in restricted stock units to be granted to WhatsApp's founders,
Jan Koum, Brian Acton, and employees that will vest over four years subsequent to
closing. The transaction is the largest purchase of a company backed by venture
capitalists ever. The deal happened only months after a venture capital financing
round valued the business at almost $1.5 billion.

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."

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 3.4. Features of WhatsApp

1. Broadcast a WhatsApp message to many contacts.

2. Change your Whatsapp Status.

3. Send much more than just text such as pictures, videos, sound clips, addresses, and
even contacts.

4. Choose and edit Whatsapp profile pictures.

5. Create shortcuts to WhatsApp conversations.

6. Use the Enter key to send WhatsApp messages.

7. Make Backup of Whatsapp Conversation.

8. Save Photo’s you’ve received.

9. Change the WhatsApp chat wallpaper.

10. Send WhatsApp conversation history to anyone.

These are some features of WhatsApp.

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 3.5 Why Use Whatsapp (Advantages)

It may be any one of the following –

 No Hidden Cost: Once download the application, can use it to chat as much
as one want. Send a million messages a day for free! WhatsApp uses Internet
connection: 3G/EDGE or Wi-Fi when available. First year FREE! ($0.99
USD/year after).
 Multimedia: Send Video, Images, and Voice notes to friends and contacts.
The plethora of cool and funky emoticons offered by WhatsApp.
 No need to add buddies: Adding a friend on WhatsApp is simple. Your
contacts who already have WhatsApp Messengeron his/her smartphonewill be
automatically displayed and connected to you via WhatsApp.
 No need to Login/Logout : WhatsApp doesn’t require any ‘Sign-in’ or ‘Log
out’. No more confusion about getting logged off from another computer or
device. With push notifications WhatsApp is ALWAYS ON and ALWAYS
CONNECTED.
 Group Chat: Enjoy group conversations with one’s contacts.
 No International Charges: just like there is no added cost to send an
international email, there is any cost to send WhatsApp messages
internationally. Chat with friends all over the world as long as they have
WhatsApp Messenger installed and avoid those pesky international SMS
costs.
 Say no to PINs and Usernames: Why even bother having to remember yet
another PIN or username? WhatsApp works with phone number, just like
SMS would, and integrates flawlessly with existing phone address book.
 Offline Messages: Even if someone miss push notifications or turn off phone,
WhatsApp will save messages offline until retrieve them during the next
application use.

There can be a lot more than these.

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- WhatsApp tops Nielsen India Consumer Ranking:

Mobile messenger ‘WhatsApp' emerges as the most engaging mobile app; nearly
half (47%) of the respondents engage with smartphone messenger service
WhatsApp and spend 24 minutes a day chatting making it the top smartphone app
for urban Indian consumers. While social networking website Facebook (2nd),
reaches out to over half the respondents (51%), engagement time on the
smartphone app is 10 minutes a day.
This is the findings of Consumer Rankings for India launched recently, by
Nielsen, a global provider of information and insights into what consumers watch
and buy.

3.6 Why WhatsApp is so popular in India:

On its growing popularity, users have cited different reasons such as its ease of use,
great speed offered by the application and multiple device compatibility. Still others
feel that the technology offers a cost effective way of sharing things with people in
any part of the world.
 WhatsApp has been the top driver for smartphone penetration in India.
 The big appeal of this instant-messaging app that works across all smartphones
was that it was nearly free - barring the low cost of a basic mobile data plan -
unlike SMS text. WhatsApp did to SMS what Skype did to international phone
calls.
 WhatsApp now packs in more features, while remaining clean, fast, simple. It's
the preferred way to share multimedia now -- pictures, audio and video. MMS -- a
version of SMS once used for multimedia -- is dead.
 Its most popular feature today is its handling of groups. That one thing takes it
into the realm of social media.
 Tata Docomo too has joined hands with WhatsApp developers and launched
exclusive. “We have seen a decrease of about 20 per cent in SMS traffic in the
recent past after our subscribers started to use mobile application like WhatsApp,”
the spokesperson for a telecom company said.

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 3.7 WhatsApp Reaches 600 Million Active Users

This chart illustrates the incredible growth of smart phone messaging service
Whatsapp.

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 4. Strategy on WhatsApp

WhatsApp has been a major contributor of 25% decline of SMS in Spain. Chinese We Chat
has over 300 million users. Over 90% of Korean smart phone users use Kakaotalk. These are
just a few examples of the rising trend of the mobile instant messaging (MIM).

Instant messaging as such is not a new thing (remember ICQ?), but there are certain reasons
why it has had its resurrection now:

1. Phones are increasingly more about data than talking.

In developed countries nearly every new phone sold is smart phone. Smart phones are
increasingly more about being smart than phone. There is app for that, now also for
the basic phone features (talking and texting)

2. That data is getting faster.

New 4G LTE (Long term evolution) phones will enable high-speed data for mobile
phones. This opens new opportunities for what kind of content we can exchange in
MIM platforms.

3. Facebook is so huge that it is already mass broadcasting.

If you are average Facebook user sending your status update, the odds are that the
message will be seen by your family, friends and colleagues plus countless of people
you do not even know about. This is great, but serves more of people´s need for
vanity and instant recognition.The most meaningful conversations happen with the
people you know. Same phenomenon has been also reason for the success of Path.

4. There is always need for 1-to-1 communication.

Some might argue that Facebook message does the trick. However the challenge is
that Facebook is already flooded with so many messages, it is not that reliable way to
catch people (at least not all of them). Phone has been relevant for so long because
you can be quite certain that your message is received. Although Facebook has
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increased the number of “friends”, it has not really increase the number of “real
friends”. The amount of those real friends is limited and many of interactions with
those people we want to keep private.

5. World is getting smaller.

Majority of MIM applications work internationally. The bread and butter of Telcos
profit margins has been charging for international calls and roaming. MIM
applications do not have those international boundaries. You want to communicate
with your friends no matter where they geographically are.

6. World is getting more visual

Although SMS-messages have been relatively cheap, telcos are still taking quite big
premium with multimedia messages. With MIM applications you can send whatever
data possible and the because of the point 2 the alternatives are actually increasing all
the time. Basic SMS- type of messaging is just the beginning for MIM applications
and there will be probably lots of innovations in what kind of communication there
will be.

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 4. WhatsApp SWOT Analysis:

Strengths:
 Loyal customers
 Market share leadership
 No need to log
 Group Chat
 Allow send videos, pictures, voice notes
 You can put profile picture
 No need to add friends
 No need PIN or user number
 Available for all platforms

Weaknesses:
 Not diversified
 Weak distribution network
 To access the account can only be paid by credit card only
 Only works with a data plan or Wi-Fi

Opportunities:
 Online
 Advanced technology
 Recognized application
 Modernization of people
 Increased demand for smart phones

Threats:
 Competition
 Product substitution
 Similar applications and free

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4.2 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

Age – 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 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.

Bandwidth – With just texting option, whatsapp does not take much bandwidth. Only
downloading may force it to use high network charges, but if you are texting only,
then whatsapp takes very less bandwidth.

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Security – One need to have working registered phone numbers to use whatsapp. The
apps scans contact list and searches for people who already use it. One can chat with
them, but blocking options is also there for security. If onedoesn’t want to chat or
contact that annoying person in one’s contact list, one can block them. Blocking
someone means that one don’t receive messages from the person one blocked.

 Legal

Whatsapp legal factors consistof:

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.

Access – Whatsapp permits user service only for personal use and doesn’t not grand
permission to resend or change use of access for service. The user will not be able to
duplicates or copy any part of service.

 Grand Strategy
 Grand strategies, often called master or business strategies provide basic
direction for strategic actions. It Indicate the time period over which long-
range objectives are to be achieved.
 Many firms involved with multiple industries, businesses, product lines, or
customer groups usually combine several grand strategies.
 Any one of these strategies could serve as the basis for achieving the major
long-term objectives of a single firm.

31
The four alternatives of grand strategy are as follows:

 Stability – Stability means to remain the same size or to grow slowly and in a
controlled fashion. In case of Whatsapp stability,Whatsapp is available on
every operating system of smartphones.
 Global Brand Strategy– Whatsapp should make available in country specific
languages.
 Product Line Development– 1. Allow requesting other system, that is, user
should be able to contact other people who are not in his phone directory. 2. It
should be able to make calls. 3. Screen sharing.

 Future

What lies ahead is known by none. The application is free today but may not
be tomorrow or so the talks go around.
As far as the facilities provided are concerned, WhatsApp today does not
provide the option of ‘Calling’ (although its logo has a phone receiver
inscribed in the centre!). It may have this in future. With the technology
growing in leaps and bounds, we may also expect a Skype-like free video call
via WhatsApp. What has been a user-friendly, connectivity application till
date may take a turn towards shared-information holding platform like Drop
box, meaning people may not only be able to chat on WhatsApp but also
share and store common data.
With the advent of ‘Cloud Computing’, the world has virtually shrunk down
to the size of a room. It may not come as a surprise hence, to see such a large
network-sharing support on WhatsApp someday.
Whether the mole will actually become a mountain someday is a mystery. Till
then, we enjoy the present and await the surprises of future.

32
 CHAPTER-2

REVIEW OF LITERATURE

33
WhatsApp is Smartphone messenger where you can message between different phones and
platforms. WhatsApp uses the internet to send instant messages to your friends, keeping your
text allowance nice and high. WhatsApp is currently available on iPhone, BlackBerry,
Android, and Nokia phones. You can download it at each platforms app store. The iPhone
app costs 69p, free for BlackBerry users and about £1.20 per year for Nokia and Android
phones. It’s a small price to pay considering the amount of texts you will save.Using push
notifications, WhatsApp also allows you to send videos, images and voice notes to your
contacts free of charge. This is particular useful for sharing photos quickly with your friends.
With the app there is no need to add your friends using pins or user names, if a friend has
WhatsApp and is in your contacts then the app will automatically add your friend to your
WhatsApp buddies list. So there is no chasing person for their details! Instead of sending
international SMS’s, which aren’t cheap, you can uses WhatsApp over an internet
connection to avoid being charged extortionate fees. It is also great ways to keep in contact
with your overseas friends who have WhatsApp. You are able to do group chats with multiple
friends on WhatsApp just like using MSN messenger. This is great for sorting out nights out
with your friends and family. With custom statuses; you can tell everyone what’s on your
mind or where you are. Whether you are in the gym, at the office or available to chat you can
tell all your friends in one place.

The research work summarizes related review of the literature related to ‘customer
satisfaction towards WhatsApp’. In view of the finding research gap, the researcher has
collected related literature from journals, magazines, Libraries in various theories and internet
sources. As far the researcher collected the review of literature studies in very limited in India
and Internationally.

In general, a number of studies have demonstrated that WhatsApp was widely adopted by
individuals as it allowed better accessibility and ease of communication offering real-time
messaging, empowerment, sense of belongingness and sociability, enjoyment, quick
information-sharing and cost benefits.

34
O’Hara et al. (2014) investigated WhatsApp use among 20 individuals (between 17 and 49
year olds) in the United Kingdom (UK). They found that WhatsApp messaging was primarily
used to ‘dwell’ with significant others in the virtual space. They also concluded that the
effects of WhatsApp use on social relationships included a sense of belongingness, as well as
a secured and committed bond. However, some of the major limitations of these studies
included sampled age groups were quite diverse and thus the results could not be generalized.

O’Hara et al. (2014) investigated WhatsApp use among 20 individuals (between 17 and 49
year olds) in the United Kingdom (UK). They found that WhatsApp messaging was primarily
used to ‘dwell’ with significant others in the virtual space. They also concluded that the
effects of WhatsApp use on social relationships included a sense of belongingness, as well as
a secured and committed bond. However, some of the major limitations of these studies
included sampled age groups were quite diverse and thus the results could not be generalized.

Devi and Tevera (2014) found that both Facebook and WhatsApp were commonly used for
academic communication and information sharing.

TruTower.com, (2014) although numerous social apps (e.g., Facebook, Twitter, and Mixit)
have been introduced, very few have been as widely received as WhatsApp, which today is
used by 15 million subscribers; compared to Facebook with 9 million and Mixit with 7
million subscribers.

Yeboah and Ewur (2014), Plana, Gimeno and Appel (2013) was interested in exploring
the benefits and drawbacks of using WhatsApp messaging to reading skills in English as a
foreign language (EFL). Their study found that a majority of students reported a high level of
confidence and interest in reading English via WhatsApp messages. In relation to how
university students use social networking sites.

35
Church and Oliveira (2013), in their multi-method study involving 140 individuals
(between 20 and 60 year olds) in Spain, found that WhatsApp was commonly adopted for
convenience in communication and cost benefits.

Bere (2012) also investigated the motivational factors that affected WhatsApp use among
118 undergraduates in South Africa. In his study, it was highlighted that a majority of
undergraduates preferred ubiquitous learning via WhatsApp messaging, but this was
particularly significant among younger and single (unmarried) undergraduates.

WhatsApp.com, (2012) WhatsApp Messenger is a ‘cross-platform messaging app which

allows users to exchange messages without having to pay for SMS’.

The application is compatible with iPhone, BlackBerry, Android, Nokia, and other Windows
smart phones. WhatsApp features include one-on-one chat, group chat, push notifications,
sending and receiving both video and audio files.

Donner & Tellez, (2008); Shambare, Rugimbana & Zhowa, (2012) WhatsApp has tipped
the Smartphone into mainstream culture. The Smartphone has revolutionised life on a global
scale, including in developing countries.

According to a compilation of Google search statistics WhatsApp.com was observed to be

the most ‘googled’ and downloaded site in that country (The Star, 2011).

The fact that WhatsApp was introduced into the market in 2009, and has reached half a
billion active users in less than five years, represents a remarkable accomplishment by any

36
measure, and would suggest that this rapid diffusion and widespread adoption is worth
exploring.

Whatsapp for business - Review from Metaforum Technologies:

 Installation and authorization of this app are same as regular Whatsapp installation.
Authorization is carried out by OTP and app size is also reasonable 20mb.
 Common features of regular Whatsapp like status and its privacy, adding contact
before sending etc is same for WhatsApp for the business app too.
 New features are additional business setting and that includes messaging tools like
away message ( you can auto send away messages at scheduled time and date for new
subscribers and returning subscribers after 14 days), greetings message (after new
subscriber), quick reply message (can use for end of the sale/ funnel message) etc..
 There are new statistics tools which help marketers to find how many messages sent,
how many delivered, read count etc.
 Not yet available, but expecting feature in near feature includes message scheduling,
sending a message without adding in contact list.

Overall, however, most studies did not investigate the challenges involved with the ease of
use and communication via WhatsApp messaging. Thus, drawing on the above studies, this
study aimed to investigate not only:

 the use and effects of WhatsApp messaging among university students; but also;
 the extent to which WhatsApp messaging is use to disseminate information or media
content, regardless of its regulated or unregulated nature.

37
38
 CHAPTER-3

OBJECTIVES OF STUDY

39
3.1OBJECTIVES OF STUDY

“To measure how much customers are satisfied by WhatsApp”

 To know current market scenarios of WhatsApp.

 To know customer behaviour on WhatsApp.
 To know usage pattern of WhatsApp.
 To find out key success features of WhatsApp.

40
3.2 SCOPE OF STUDY

Customer analysis is a way of identifying key patterns within a customer base. The main
objective of this study is to know the usage of whatsapp.

This study will help us to understand customers, preference and their needs expected from
Whatsapp.

The scope of the study is to know the customer satisfaction level towards whatsapp.

41
 CHAPTER-4

RESEARCH METHODOLOGY

4.1 Methodology

42
4.1.1 Research design used:

Conclusive Research Design

Descriptive Research Design

Cross-sectional Design

Single Cross-sectional Design

Conclusive research design is more formal and structured than the exploratory design. It is
use to test the hypotheses and examine the relationship.

Descriptive research design is the part of the conclusive design and it describes the market
characteristics or functions. It describes the characteristics of relevant groups such as
consumers, organizations etc. The collection of the information from the sample population is
drawn only once so it is cross sectional design.

4.1.2 Sampling methodology

Target population: Youth&Professionals using Smartphones(M/F) from Ludhiana, 2017-18

Sampling Method:

Non-probability

Convenience sampling method

Likert scale

In non-probability sampling technique, the chances of selection of all elements of

population are not equal.

43
Convenience sampling method means sample drawn at the convenience of the interviewer
people tend to makes the selection at familiar location and choose respondents who are like
themselves.

Likert scale is defined as undimensional scale used to collect the respondents attitudes and
opinions.

Sample size: 106 respondents

4.2Data Collection methods:

4.2.1 Sources of Data -

The entire study would be based on

(a) Primary data and

(b) Secondary data.

The Primary data will be collected by a questionnaire which would be circulated amongst
people in Ludhiana. The questionnaire would be tested through Pilot Testing and
subsequently circulated amongst people.

The Secondary data, on the other hand, will be collected through information available in
various books, journals, previous research, website etc. The analysis will be done by using
mathematical and statistical tools to arrive at conclusions.

Primary data

 Field Survey

44
  Personal Interview (Questionnaire)

Secondary data

 Internet
 Company database

Research Area

 Ludhiana

Analysis and interpretation:

The data collection has been analyzed through tabulation based on percentage and actual
numbers or scores. Interpretation of collected and analyzed data has been done through
presentation in the form of appropriate figures such that graphs and pie charts etc.

45
 CHAPTER-5

DATA ANALYSIS AND INTERPRETATION

 Overall demographics
46
 Gender
Male 56 53%
Female 50 47%
Total 106% 100%

Occupation
Student 40 38%
Service 32 30%
Professional 21 20%
Home maker 10 9%
Unemployed 3 3%

47
 49% Male
51% Female

Age
Up to 15 years 4 4%
16 – 25 years 53 50%
26 – 35 years 42 40%
36 – 45 years 6 6%
Above 46 years 1 1%

1% 4%
6%
Age
Up to 15 years
16 – 25 years
30%
40% 26 – 35 years 38% Service
50%
36 – 45 years Professional
Above 46 years Home maker
Unemployed
Student
20%
3% 9%

 Here we can observe that, percentage of male& female in respondents are almost
equal, age group 16 – 25 years is more, followed by 26-35 years.
 Students formed the major percentage of the respondent, followed by the service
category.

48
Q.1 Do you want to be in touch with people by using Apps?

PARTICULAR FREQUENCY
YES 102
NO 4
TOTAL 106

4%

YES
NO

96%

INTERPRETATION: - In the above table and graph we can say that, out of the 106
respondent 96% i.e. 102 respondentswant to be in touch with the people by using Apps.

Q.2 What do you prefer more for staying in touch with people on your
phone?

49
 PARTICULAR FREQUENCY
Social messaging Apps 93
Voice calls 54
E- mails 15
SMSs 3

100

90

80

70

60

50
93
40

30
54
20

10
15
0 3
Social messaging Apps Voice calls Column1 E- mails SMSs

INTERPRETATION:-93 out of 106 respondents prefer Social messaging Apps for staying
in touch with people from their phone followed by Voice calls. Whereas SMS & Email are
less preferred now a day, So Social messaging Apps have overtaken traditional SMS.

50
Q.3 Which social messaging app do you use?

PARTICULAR FREQUENCY
Whatsapp 101
Facebook Messenger 60
WeChat 30
Twitter 14
BBM(Blackberry 8
Messenger)
Skype 3
Line 5
Other 11

INTERPRETATION: -WhatsApp is widely used social messaging app, almost 95%

respondents use WhatsApp. Then comes Facebook and WeChat with 57% and 28%
respectively and Twitter, Other (like Viber &Tango) isused by average population which is
13% & 10%. App likeBBM, Skype&Line is very less used.

Q.4 Do you use WhatsApp on an active basis?

51
 PARTICULAR FREQUENCY
All The Time 49
Most Of The Time 41
Someties 11
Not At All 5

5%

10%

All The Time

46% Most Of The Time
Someties
Not At All

39%

INTERPRETATION: - From the above table and graph we can interpret that, 46% people
use “WhatsApp” all the Time and 39% people use it Most of the time. It indicates that the
majorpart of our samples use WhatsApp frequently. And, 5% people are not using WhatsApp
as they are using alternate app like Facebook or they are not having Smartphone with
data/Wi-Fi connection.

Q.5 Tick the reason(s) why you do not use WhatsApp.

52
 PARTICULARS FREQUENCY
Did not know WhatsApp 1
Existed
No data plan/lack of easy 3
access to WiFi
Not enough friends using the 0
same application
Using Alternate Messenger 2
(fb, WeChat, Etc)
Unreliable (Poor Connection, 0
WhatsApp unable to work,
Etc)

INTERPRETATION: - From the above analysis I can interpret that, from 5% respondents
which are not using WhatsApp, major reason is lack of Smartphone with access to
Dataplan/Wi-Fi and others are using alternate Messenger; only 1 respondent did not know
WhatsApp existed.

Q.6 WhatsApp Messenger is a proprietary, cross-platform instant

messaging subscription service for smart phones. In addition to text
messaging, users can send each other images, video, and audio media
messages. The client software is available for Apple, Android, BlackBerry

53
OS, Nokia, and Windows Phone. Did this information about WhatsApp
encourage you to use the application?

 Yes, But due to lack my phone, I am not using WhatsApp

 No, don’t have Smartphone
 Yes
 Yes
 Yes
Q.7 Have you purchased Smartphone, only bcoz you can use WhatsApp?

INTERPRETATION: - 25% of respondent have purchased Smartphone, only because they

can use “WhatsApp”, this shows that WhatsApp has been the top driver for Smartphone
penetration in India.

Q.8 From which medium you came to know about WhatApp?

54
INTERPRETATION:- From the above analysis, I have interpreted that Word of Mouth is
the major source of the awareness for ‘WhatsApp’ and after that Internet publicity has also
worked well for the WhatsApp. And Advertisement is very less effective.
So it’s easy to conclude that a Mouth Publicity & People recommendation plays highest role
in popularity of WhatsApp.

Q.9 Which WhatsApp features impresses you?

55
INTERPRETATION: -All-most every features of WhatsApp impresses respondents, but
major feature which impresses respondent is sharing (e.g. video, audio, Photo, Status etc)
because it allows users to send media instantly, then Group Chatting is also popular, followed
by User Friendly interface. Cross-Compatibility & Speed of WhatsApp are also impressing
features.

Q.10 Which features you would like to suggest in WhatsApp to enhance its
appeal?
56
INTERPRETATION: - Because of the good services, features of WhatsApp, most of the
consumer are satisfied on the existing features. But Respondent believes that there are some
features required in WhatsApp for better messaging.

The major feature which are suggestedby respondents are Video Calling Service, Privacy –
who can view the status & profile, and voice call &WhatsApp for PC are also one of the
suggested features.Some respondents said Photos & Videos of any size must be allowed, it
means that WhatsApp should work on additional features to enhance its appeal.

Q.11 As a social messaging application, how would you rate WhatsApp?

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

57
INTERPRETATION: - Most of the respondents are satisfied by using WhatsApp. 59% of
respondent are most-satisfied means WhatsApp is must-use application, 34% at “satisfied”
level, only 7% people are neutral. It means WhatsApp earns very good customer satisfaction
level among social messenger apps.

Q.12 Final Question. As the success of WhatsApp depends on being wider

spread among users, would you recommend WhatsApp to your friends,
families, colleagues?

58
INTERPRETATION:- From the above analysis, 100% of respondent are going to
recommend and suggest to use WhatsApp to their friends, families, colleagues in future.

59
CHAPTER 6

FINDINGS

60
 According to survey, I have found that around 87.7% people prefer Social messaging
Apps for staying in touch with people from their phone. Whereas SMS & Email are
less preferred now a day. So WhatsApp has overtaken traditional SMS.

 Almost 95% people use WhatsApp, so this shows that Whatsapp is most popular
amongst chat appslike Facebook, WeChat.

 WhatsApp is popular among youth & professionals disrespect of the demographic

variables (like gender, age, income); Youths are using WhatsApp most of the time
compare to that of Facebook.

 Word of mouth is major source of spreading of WhatsApp popularity, here the

friend’s recommendations, as most of them are using and recommendingit; inspire
the person to use WhatsApp.

 Some special data-plans by telecom companies (like DoCoMo), advertisement by

smartphone companies helped WhatsApp to gain market, so indirectly WhatsApp has
been the top driver for smartphone.

 The features like Groups chatting, easy Sharing (e.g. Video, audio, Photo, Status etc.)
and User Friendly Interface of WhatsApp have earned very much customer
satisfaction, and these three features are becoming a brand identity of the WhatsApp
Messenger.

61
 CHAPTER 7

LIMITATIONS

Following are some of the limitations of the study :

 I considered Gujarat region only because of limited time.

62
 As the quantitative research was conducted using online surveys, there was
minimal control over the composition of the respondents in total sample.

 Another limitation of the study is that, Findings of the study are based on the
assumption that the respondents have given correct information.

 Respondent Bias was one of the major limitations of research, and there
might not be perfect positive response from all the respondents.

63
 CHAPTER 8

RECOMMENDATIONS

64
 General suggestion about WhatsApp from all the users is same. Most respondent who
use WhatsApp want video calls as one of the features and privacy is also on priority
of most of the user. Voice calls is also one of the important feature to be added as per
some respondent &also the support from PC.

 Satisfaction level of WhatsApp is high but it should focus on adding some new and
attractive features in order to stay ahead in competition as apps like WeChat, Line are
ahead in features, which will increase competition in future.

 Few respondents say that company should allow sharing the photos, and videos of
any size.

 Company should introduce the system to share and send documents which will
increase usage of WhatsApp and increase the satisfaction of potential customers.

 Peoples now a day are giving more preference to Privacy in internet. So, Social
Messengers should look after the privacy of people and give good & safe social
connectivity options. And we all know that finally WhatsApp has introduced the new
Privacy options from March 2014.

65
 CHAPTER 9

CONCLUSION

From the research I came to know about the important conclusion regarding the
customer satisfaction of WhatsApp.

WhatsApp has been in market for quite some time and is being used by most and
offers functionality like text based messaging and files transfers.WhatsApp is clearly
66
emerging as an alternate for SMS and MMS messaging.Demographic ratio does not
affect the usage of WhatsApp.

The word of mouth has given great advantage to aware the customers about the
products. Withincreasing smartphone market WhatsApp has capturedthe market but
company has to keep innovating to maintain the satisfactory level of existing
customers.

Because with given enough time WeChat, Line are a capable product and in the
future they hold the potential to overtake WhatsApp, unless some new innovations is
adopted by the world leader in messengers.

67
 CHAPTER 10

BIBLIOGRAPHY

BOOKS:

 NareshK. Malhotra, “Marketing Research: An Applied Orientation”4th

Edition. Prentice Hall, 2004.

68
  Philip Kotler, Kevin Lane Keller, Abraham Koshy, MithileshwarJha.,
“Marketing Management – A south Indian perspective”- 13thedition.Pearson
Education, 2009.

WEBSITES:

http://www.whatsapp.com/
http://en.wikipedia.org/wiki/WhatsApp
http://www.frost.com/c/10392/blog/blog-display.do?id=3313452
http://www.cxotoday.com/story/is-whatsapp-overtaking-the-sms-soon/
http://www.wikiswot.com/SWOT/4_/Whatsapp.html
http://nivedithg.blogspot.in/2012/10/wechat-mobile-app-review.html
http://www.wikiwealth.com/five-forces:whatsapp
http://in.news.yahoo.com/whatsapp-19-billion-bet-facebook-050220867.html
http://www.statista.com

69
 QUESTIONNAIRE

QUESTIONNAIRE

Dear Respondent,

70
Hello and thank you for agreeing to participate in this survey. We are the students of
BBA programme from Guru Nanak Girls College, Model Town, Ldh. of Business
Administration, Semester-VI. As a part of our study, we are required to prepare a
project report on “Customer Satisfaction towards WhatsApp”. So we seek your kind
help to assist us by answering few questions.

This study is meant to find the Satisfaction from WhatsApp messaging app. The
results that will be obtained here are purely for educational purposes and will in no
other circumstance be used for any form of profit, authorised or unauthorised.
Thanking you,
Jaskeerat Arora
GNGC

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: [ ] Up to 15 years [ ] 16 – 25 years

[ ] 26 – 35 years [ ] 36 – 45 years
[ ] above 46 years

Occupation: [ ] Student [ ] Service

[ ] Professional [ ] Home maker
[ ] Unemployed

Monthly Family Income: [ ] below 15000 INR [ ] 15001 to 30000

INR
[ ] 30001 to 45000 INR [ ] 45001 to 60000
INR
[ ] above 60000 INR

71
1. Do you want to be in touch with the people by using Apps?
o Yes
o No

2. What do you prefer more for staying in touch with people on your phone?
o Social messaging Apps
o Voice calls
o SMS
o Email

3. Which social messaging app do you use?

o WhatsApp
o Facebook Messenger
o WeChat
o Twitter
o BBM
o Skype
o Line
o Other___________

4. Do you use WhatsApp on an active basis?

o All The Time
o Most Of the Time
o Sometimes
o Not At All

If your ANSWER to Q4 is [Always], [Most of the Time], [Sometimes] skip

Question 5 & 6.

5. Tick the reason(s) why you do not use WhatsApp.

o Did not know WhatsApp Existed
o No data plan/lack of easy access to WiFi
o Not enough friends using the same application
o Using Alternate Messenger (fb, WeChat, Etc)
72
 o Unreliable (Poor Connection, WhatsApp unable to work, Etc)

6. WhatsApp Messenger is a proprietary, cross-platform instant messaging

subscription service for smart phones. In addition to text messaging, users can send
each other images, video, and audio media messages. The client software is available
for Apple, Android, BlackBerry OS, Nokia, and Windows Phone.

Did this information about WhatsApp encourage you to use the application?
o Yes
o No (Why not?)
____________________________________________________

7. Have you purchased Smartphone, only bcoz you can use WhatsApp?
o Yes
o No

8. From which medium you came to know about WhatApp?

o Word of Mouth
o Internet
o Advertisement
o Newspaper

9. Which WhatsApp features impresses you?(You can tick more than one)

o Ease of Navigation/ User Friendly Interface

o Groups chatting
o Speed

73
 o Cross-Compatibility (Apple, Android, BlackBerry OS, Nokia, and Windows
Phone)
o Sharing (e.g. Video, audio, Photo, Status etc)

10. Which features you would like to suggest in WhatsApp to enhance its appeal?

o Video Calling Services

o Support voice calls
o Support For PCs to PCs/Phone Vice Versa
o Privacy - who can view & add □Increase Group Chat Participants from 30
o Other (please specify) __________________

11. As a social messaging application, how would you rate WhatsApp? From a scale
of 1 (Least satisfied) to 5 (Most satisfied) .

Rating 1 2 3 4 5

o Least satisfied
o Dissatisfied
o Neutral
o Satisfied
o Most satisfied (Don’t download) (A must-use application)

12. Final Question. As the success of WhatsApp depends on being wider spread
among users, would you recommend WhatsApp to your friends, families,
colleagues?
o Yes
o No

74