Customer Satisfaction towards WhatsApp

"AN EMPIRICAL STUDY ON CUSTOMER SATISFACTION TOWARDS WHATSAPP

SOCIAL NETWORK IN SHIVAMOGGA CITY"

Submitted

In the partial fulfillment of the Degree of

Bachelor of Business Administration

Semester-VI

By

MANIKANTA.S

Submitted To:

Mr.Revansiddeshwara Hanji

Assistant Professor

Sahyadri Commerce and Management College

Kuvempu University

Shivamogga

2020

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 Customer Satisfaction towards WhatsApp

PREFACE

With the recent $19 billion cash acquisition of WhatsApp by Facebook, the $11 billion
market capitalization of Twitter, and the $1 billion acquisition of Instagram by Facebook, it
is clear that companies successful on mobile are valued extremely highly. Despite their high
valuations, none of these companies are profitable; their value is based on number of users
and user growth. There is a market for mobile that has even larger user bases, with even
faster user growth, managing to actually generate significant revenues; mobile messaging
applications.

In this competitive environment it is of utmost important for the managers to be rational

concerning about the each and every aspect of marketing of the products in order to take any
decision which would further foster the growth and development of the company. And for
doing so, they must have the holistic view of all the marketing strategies, so by considering
the future responsibility of us; we have made fine efforts to make qualitative research.

As a part of our research project we found it relay tough and interesting task to analyze “An
empirical study on Customer Satisfaction towards WhatsApp social network in Shivamogga
City."

The report prepared is fully for academic purpose with various analyses part, which shows “
An empirical study on Customer Satisfaction towards WhatsApp social network in
Shivamogga City ."

The training was a barometer to test not only our management skills bit to explore and apply
our theoretical knowledge practically.

Sahyadri Commerce and Management College Manikanta.S

Date: ________ (BBA SEM-VI)

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 Customer Satisfaction towards WhatsApp

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 gratefully acknowledge Mrs. Vagdevi, Principal of Sahyadri Commerce and Management

College,I am sincerely thankful to Mr.Revanasiddeshwara Hanji, Assistant Professor,
Sahyadri Commerce and Management College, my guide of the project, for guiding me with
attention and care. He has provided me with valuable insights during the entire project work
and her co-operation at every step. Plus, He has taken pain to go through the project and
make necessary corrections as and when needed.

I also express my deep gratitude to all who have contributed for the successful completion of
this project.

MANIKANTA.S

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 Customer Satisfaction towards WhatsApp

EXECUTIVE SUMMARY

2019 has undoubtedly proven to be the year of virtual chat with more than 90% of smart
phone users busy texting each other using some app or other. In fact, Whatsapp has emerged
as the most popular app among Indians with virtually every second cell phone customer
using the app.

As part and partial fulfillment of management course subject of marketing research for BBA
program I have selected "WhatsApp Inc." for general understanding of the marketing
research. However in particular 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
company employs 55 people.

This Project Report is to measure the Satisfaction level of WhatsApp Messenger; customer
satisfaction is a measure of how products and services supplied by a company meet customer
expectation. Customer satisfaction is critical if a company is to register high sales profits.

The study of on this project helped me to know current market scenarios of Whatsapp and
also the variety of services that it offers to the users.

In today’s tough economic climate all organizations need to improve efficiency and, even in
midsize firms that usually mean coordinating large quantities of information. However,
technology and thinking has progressed and, billions of user nowadays using WhatsApp.

Chapter 1presents an introduction to Social Messengers and includes topics such as

what is Mobile Application, different social messenger applications and future of mobile
messaging. Other topics discussed competition between social messenger applications.

Chapter 2 introduces WhatsApp, its background, then acquisition by Facebook,

advantages of using WhatsApp, WhatsApp Reaches 400 Million users in India and the
milestone of WhatsApp reaching 2 Billion Active Users.

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 Customer Satisfaction towards WhatsApp

Chapter 3 on strategy of WhatsApp covers details of SWOT analysis, Pestle Analysis,

Porter’s 5 Forces model on Whatsapp.

Chapter 4 focuses on Research Methodology and covers topics such as objectives of

study, research design, sampling methodology with Limitations of the study.

Chapter 5 deals with Data Analysis of the collected data and includes statistical analysis
and Interpretation on analysis.

Chapter 6 includes findings of the study with conclusion of research, as well as

recommendations addressing the WhatsApp.

The project is done to know, how much a consumer is satisfied about the WhatsApp
Messenger and what additional features should company introduce to increase the potential
customer.

TABLE OF CONTENT

INDEX

SR NO. Particular PAGE NO.

I Candidate’s Statement I

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 Customer Satisfaction towards WhatsApp

II Preface II

III Acknowledgement III

IV Executive summery IV

Chapter1 : Introduction to Social Messengers

1.1 What is Mobile Application 2

1.2 Different Social Messenger Apps 3

1.3 The Future of Mobile Messaging 6

1.4 Most popular global mobile messaging apps 8

Chapter 2 : Introduction to WhatsApp

2.1 About the WhatsApp 11

2.2 Background 13

2.3 Acquisition: A $19 billion bet by Facebook 15

2.4 Why Use WhatsApp (Advantages) 16

2.5 WhatsApp Reaches 400 Million users in India 17

2.6 WhatsApp Reaches 2 Billion Users in Worldwide 18

Chapter 3 : Strategy On WhatsApp

3.1 IT Strategy on WhatsApp 21

3.2 SWOT Analysis 23

3.3 Porter’s Five Forces Analysis 24

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 Customer Satisfaction towards WhatsApp

3.4 PESTLE Analysis 26

Chapter 4 : Research Methodology

4.1 Objectives 31

4.2 Methodology
Chapter – 1 31

Chapter 5 : Analysis & Interpretation

5.1
Introduction
Data Analysis
to Social 34

Messengers
Chapter 6 : Findings, Recommendation, Limitations and Conclusion

6.1 Findings & Recommendation 47

6.2 Limitations of the Research 49

6.3 Conclusion 50

Appendices

1 Bibliography 52

2 Questionnaire 53

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Chapter - 1 Introduction to Social Messengers

1.1 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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1.2 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.

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,

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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 (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.

BBM was officially released on iOS and Android on 21 October 2013. 5 million
downloads were recording in the first 8 hours of its release. In total, the app had over 10
million downloads on the first day. At 24 February BlackBerry officially confirmed
BBM for Windows Phone.

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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. The service has since expanded to BlackBerry (August 2012), Nokia
Asha (Asia and Oceania, March 2013), and Windows Phone (July 2013). The
application also exists in versions for laptop and desktop computers using the Microsoft
Windows and Mac OS platforms.

8. Other:

Viber: Viber is a proprietary cross-platform instant messaging voice-over-Internet

Protocol application for smartphones developed by Viber
Media. In addition to text messaging, users can exchange
images, video and audio media messages. The client software is

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available for Mac OS, Android, BlackBerry OS, iOS, Series 40, Symbian, Bada,
Windows Phone, and Microsoft Windows. Viber works on both 3G/4G and Wi-Fi
networks. It first requires installation on a phone in order to work on a desktop
operating system environment. Viber reached 200 million users as of May 7, 2013.

It was founded and co-owned by four Israeli partners: Talmon Marco, Igor Megzinik,
Sani Maroli and Ofer Smocha. Talmon Marco serves as its CEO. On 14 February 2014,
the startup was acquired by Rakuten for $900 million.

SnapChat: Snapchat is a photo messaging application developed by Evan Spiegel and

Robert Murphy, then Stanford University students. 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 (as of
December 2013, the range is from 1 to 10 seconds), 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.

Tango has more than 0 million registered users as at March

2013 and, among Android devices, it is the 12th most downloaded app. It is rated by
PCMag as "the simplest mobile chat application out there, with a good range of
support."

Tango is primarily geared towards Android devices. The app is also compatible with
iOS, Windows Phone 7, and PCs. Tango has partnered with Aviary to provide photo-
editing capabilities.

1.3 THE FUTURE OF MOBILE MESSAGING:

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Here is the list of mobile application development trends in 2020, You never know before

1. Design Approach

It is the initial factor, which is necessary for having a sound user experience. Effective display
of data and content on your mobile user interface can undoubtedly attract more users on
your application. Designers of some successful mobile applications like Instagram, Pinterest,
and Wunderlist have developed intuitive designs and interactive interfaces, for making them
easy to use yet responsive applications .Moreover, designers nowadays are also building up
applications, which can accommodate various mobile challenges like user interruption and
partial user attention. The applications today are also taking complete advantage of some
technologies with novel features like circular design pattern, interactive content layers
cards, and manipulation of content.

2. Wearable Gadgets

According to some reports from IDC, 79 million of wearable devices were shipped in 2015,
which further got a great hike of 29 percent in 2016 and went up to 101.9 million unit.Apple
and Microsoft played a vast role in bringing the change from basic to smart wearables by
introducing their Apple Watch and Microsoft Hololens respectively. This makes these
wearables one more way to improvise the human-machine relationship. These wearables
will then need to communicate with mobile applications to deliver information to any other
device. This will help in the improvement of a wide range of services in areas like sport,
fitness, fashion, hobbies, and healthcare. Hence, we can conclude that collaboration of
wearable devices with smartphones will surely influence the next generation of mobile
application development strategy's

3. Swift- The Demanding Language

Generally, the main purpose of the Swift programming language is to increase the speed of
app creation whereas reducing overall cost. Swift is the programming language, which is
used to develop iOS applications. This language offers some ravishing features, which have
never been experienced by the developers in other native languages. One of the biggest
highlighting features of it is Interactive Playgrounds, which allows developers to make
changes to any snippet of code, without having to recompile and fix errors in order to see a
result set on an emulator or device. Swift- The Demanding Language .Some of the other
highlighting features of Swift programming language are Automated Memory Management
and Inferred Types. Moreover, Apple has also introduced the interoperability between the
Objective-C programming language and Swift, by which developers don’t need to rewrite all
of their Objective-C applications for Apple smartphones and tablets. This language
undoubtedly has a great significance in the mobile application development sector today.

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4. Internet of Things

According to some reports from Gartner, the number of the connected devices will reach up
to 26 billion by 2020 that will include hundreds of smart objects like toys, LED light bulbs,
sports equipment, domestic appliances, medical devices, and controllable power sockets
etc. These domestic objects are said to work as a part of “Internet of Things” and will be
operated through an app on your smartphone or tablet.Smartphone or tablet will work as a
remote control system, which will display and analyze your information. Leading
organizations like Microsoft along with its enterprise software vendors likes SAP, its
Intelligent System Service and its Internet of Things Solutions, have also started to apply
Internet of Things capabilities to their products.

5. Artificial Intelligence

Artificial Intelligence (AI) is undoubtedly well-known and globally appreciated technology,

which has introduced the way of a new era of human-machine interaction. Many leading
organizations like Google are betting a lot of money on this technology along with a belief
that AI is the future of the technology world.The powerful combination of AI with mobile
applications is changing the face of technology and will take it to a whole new level in the
coming future. The rapid enhancement in the use of AI technology in mobile app
development has shown that this technology can be used as a panacea for the business
growth and user engagement.Some examples of trending mobile app technology with AI are
Siri from Apple, Google assistance, and Cortana from Microsoft

6. Augmented Reality and Virtual Reality

Even the people who don’t know much about mobile application development industry are
completely aware of Virtual Reality (VR) and Augmented Reality (AR). These technologies
have become very advanced in the last few years, whose result can be seen as a great
revolution in the gaming and entertainment industries.Augmented Reality and Virtual
Reality

In 2016, various VR-based games like Sky Siege, Pokemon Go, myNav, and iOnRoad were
introduced and took the breath of the users. Moreover, several VR devices like Google
Cardboard, Samsung Gear VR, Oculus Rift, and much more also played the role of a show
stopper in 2016. The VR and AR technologies are continuously enhancing with a rapid speed
and will surely go further for travel apps, live streaming, and even treating phobias and
psychological disorders in coming years.

7. Cross-Platform Development

Cross Platform applications are basically the apps which can be used on different mobile
applications like Android, Windows, iOS, Blackberry etc. Cross Platform mobile application

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development either involves a company to develop the original application on a native

platform or to develop the original application in a particular environment, which will then
allowed to be sent to many different native platforms

The Cross-Platform development tools play a very important role in mobile application
development, as they decrease costs and increase the speed of application development.
Moreover, these development tools are quite simple to use, as they are based on the
common programming languages such as CSS, HTML, and JavaScript.

8. Cloud Computing Applications

Cloud Computing allows the user to store information on centralized servers, which can be
fetched out later temporarily on any clients devices including desktops, notebooks,
handhelds, and many other devices. In simple words, we can say that Cloud Computing is
the process where tasks and data are kept on the Internet instead of any individual device,
which can be accessed afterward on-demand. Cloud Computing Applications With the help
of Cloud Computing, smartphone users can store huge amount of data, without even using a
single bit of their mobile space. It can also give information about the user’s location,
context, and other requested services to improvise user experience.

9. Beacon and Different Locations- Based Services

Most of the mobile phones of current era feature location sensor capabilities, which uses
various methods to show you the exact location data. Getting the location details of an
individual from some meters can be useful for delivering highly relevant contextual services.
Location-based features can also be seen Geotagging, Games, Vehicle navigation, and
fitness apps.Beacon and Different Locations- Based Services Applications for getting indoor
location use measures such as Wi-Fi, imaging, ultrasonic beacons, and geomagnetic. Mobile
applications along with the combination of precise indoor location sensing can be very
helpful in enabling a new generation of extremely personalized services and information.

10. Gesture-Based Navigation in Smartphone

Smartphones are getting compact day by day, In recent OS update Android implanted
gesture-based navigation, Apple is doing the same in recent years. They are forcing
smartphone manufacturer to completely get rid of navigation buttons in smartphones. So it
is a good idea to make apps with Gesture-Based Navigation for avoiding further problems.

1.4 Most popular global mobile messaging apps 2019

As of October 2019, 1.6 billion users were accessing the WhatsApp messenger on a monthly
basis. The app’s reach is usage penetration is particularly strong in markets outside of the
United States and it is one of the most popular mobile social apps worldwide. In February

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2014, social network Facebook acquired the mobile app for 19 billion U.S. dollars. Instant
messaging is a type of online chat which offers real-time text transmission via internet. Since
the appearance of smartphone and the subsequent explosion of mobile apps, low-cost or
free chat and social messaging apps have proven themselves as a cheap alternative to
operator-based text messaging via SMS. Many messenger apps offer features such as group
chats, the exchange of graphics, video and even audio messages as well as stickers or
emoticons

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Chapter – 2
Introduction to WhatsApp

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Chapter - 2 Introduction to WhatsApp

About the WhatsApp

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

smartphones without 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. 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.

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.

Competing with a number of Asian-based messaging services (like LINE, KakaoTalk,

WeChat), WhatsApp handled ten billion messages per day in August 2012, growing from two
billion in April 2012, and one billion the previous October. On June 13, 2013, WhatsApp
announced that they had reached their new daily record by processing 27 billion messages.
According to the Financial Times, WhatsApp "has done to SMS on mobile phones what
Skype did to international calling on landlines."

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As of November 10, 2013, WhatsApp had over 190 million monthly active users, 400 million
photos are shared each day, and the messaging system handles more than 10 billion messages
each day. In a December 2013 blog post, WhatsApp claimed that 400 million active users use
the service each month.

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

April 2015, Forbes predicted that between 2012 and 2018, the telecommunications industry
would lose $386 billion because of OTT services like WhatsApp and Skype.That month,
WhatsApp had over 800 million users.By September 2015, it had grown to 900 million; and
by February 2016, one billion.

In November 30, 2015, the Android WhatsApp client made links to another message service,
Telegram, unclickable and uncopyable. Multiple sources confirmed that it was intentional,
not a bug, and that it had been implemented when the Android source code that recognized
Telegram URLs had been identified. (The word "telegram" appeared in WhatsApp's code.)
Some considered it an anti-competitive measure, but WhatsApp offered no explanation.

On January 18, 2016, WhatsApp's co-founder Jan Koum announced that it would no longer
charge users a $1 annual subscription fee, in an effort to remove a barrier faced by users
without credit cards. He also said that the app would not display any third-party ads, and that
it would have new features such as the ability to communicate with businesses.

By June 2016, the company's blog reported more than 100 million voice calls per day were
being placed on WhatsApp

On November 10, 2016, WhatsApp launched a beta version of two-step verification for
Android users, which allowed them to use their email addresses 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.

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On May 18, 2017, it was reported that the European Commission would fine 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's co-founder Brian Acton left the company to start a nonprofit
group,later revealed as the Signal Foundation, which now develops the WhatsApp competitor
Signal.whatsApp also announced a forthcoming business platform to enable companies to
provide customer service at scale, and airlines KLM and Aeroméxico announced their
participation in the testing.Both airlines previously launched customer services on the
Facebook Messenger platform.

In January 2018, WhatsApp launched WhatsApp Business for small business useIn April
2018, WhatsApp co-founder and CEO Jan Koum announced he would be leaving the
company. Facebook later announced that Koum's replacement would be Chris Daniels

Later in September 2018, WhatsApp introduced group audio and video call features In
October, the "Swipe to Reply" option was added to the Android beta version, 16 months after
it was introduced for iOS.

On 25 November 2019, WhatsApp announced an investment of $250,000 into the startup

ecosystem through a partnership with Startup India, where it will provide 500 startups with
Facebook ad credits of $500 each.

In December 2019, WhatsApp announced that a new update would lock out any Apple users
who haven't updated to iOS 9 or higher and Samsung, Huawei, Sony and Google users who
haven't updated to version 4.0 by February 1, 2020. The company also reported that Windows
Phone operating systems would no longer be supported after December 31, 2019. WhatsApp
was announced to be the 3rd most downloaded mobile app of the decade from 2010 to 2019.

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In early 2020 WhatsApp launched it's "dark mode" for iPhone and Android devices - a new
design consisting of a darker palette.

In May 2019, WhatsApp was attacked by hackers who installed spyware on a number of
victims' smartphones.The hack, allegedly developed by Israeli surveillance technology firm
NSO Group, injected malware onto WhatsApp users’ phones via a remote-exploit bug in the
app's Voice over IP calling functions. A Wired report noted the attack was able to inject
malware via calls to the targeted phone, even if the user did not answer the call.On October
29, WhatsApp filed a lawsuit against NSO Group in a San Francisco court, claiming that the
alleged cyberattack violated US laws including the Computer Fraud and Abuse Act (CFAA).
According to WhatsApp, the exploit "targeted at least 100 human-rights defenders, journalists
and other members of civil society" among a total of 1,400 users in 20 countrie.

1.1 BACKGROUND

History

An invention by ‘two guys with an experience of 20 years at Yahoo! Inc.’ as per the official
website, WhatsApp stirred hard the broth BlackBerry (BB) had tried to, but could only cater
to BlackBerry users, in the form of BB Messenger. No wonder, the success of WhatsApp is
much greater (in terms of number of users) compared to BlackBerry Messenger. It is
supported by many platforms – Windows, BlackBerry, Android etc. It has even managed to
enter the territory of Apple, which is otherwise difficult to cross for a non-Apple-made
application.

‘What’s up’, the on-going homonym pun, somehow makes it easier for the youth to connect
with WhatsApp (Intelligent naming).

From being a multi-purpose, user-friendly, connectivity application to allowing sharing of not

only messages but also images, audio files and videos, WhatsApp is a rage. The reason is
pretty obvious – From downloading it to using it, WhatsApp is free!

But then WhatsApp does cost you something. It demands an internet connection, on the
smartphone handset, to be in use. Just out of curiosity, I wonder then why should one not be
as crazy about using G-talk or Yahoo messenger or AOL as well. Some of us must have
heard of the ‘kik’ application which followed in the footsteps of WhatsApp and was a

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declared success. Why, all of these are free too, with the internet connection? That makes
them as well equipped as WhatsApp.

What, then, distinguishes WhatsApp from the other free of cost applications?

TECHNICAL

WhatsApp uses a customized version of the open standard Extensible Messaging and
Presence Protocol (XMPP). Upon installation, it creates a user account using one's phone
number as the username (Jabber ID: [phone number] @s.whatsapp.net). WhatsApp software
automatically compares all the phone numbers from the device's address book with its central
database of WhatsApp users to automatically add contacts to the user's WhatsApp contact
list. Previously the Android and S40 versions used an MD5-hashed, reversed-version of the
phone's IMEI as password, while the iOS version used the phone's Wi-Fi MAC address
instead of IMEI. A 2012 update now generates a random password on the server side.

WhatsApp is supported on most Android, BlackBerry, iPhone, Nokia, and Windows

smartphones. All Android phones running the Android 2.1 and above, all BlackBerry devices
running OS 4.7 and later, including BlackBerry 10, and all iPhones running iOS 4.3 and
later.Some Dual SIM devices may not be compatible with WhatsApp, though there are some
workarounds for this.

In February 2015, WhatsApp introduced a voice calling feature; this helped WhatsApp to
attract a completely different segment of the user population. WhatsApp's voice codec is
Opus,which uses the modified discrete cosine transform (MDCT) and linear predictive
coding (LPC) audio compression algorithms.WhatsApp uses Opus at 8–16 kHz sampling
rates.On November 14, 2016, Whatsapp added a video calling feature for users across
Android, iPhone, and Windows Phone devices.

On November 2017, Whatsapp released a new feature that would let its users delete messages
sent by mistake within a time frame of 7 minutes.

Multimedia messages are sent by uploading the image, audio or video to be sent to an HTTP
server and then sending a link to the content along with its Base64 encoded thumbnail (if
applicable).WhatsApp follows a "store and forward" mechanism for exchanging messages

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 Customer Satisfaction towards WhatsApp

between two users. When a user sends a message, it first travels to the WhatsApp server
where it is stored. Then the server repeatedly requests the receiver to acknowledge receipt of
the message. As soon as the message is acknowledged, the server drops the message; it is no
longer available in the database of the server. The WhatsApp server keeps the message only
for 30 days in its database when it is not delivered (when the receiver is not active on
WhatsApp for 30 days).

End-to-end encryption

On November 18, 2014, Open Whisper Systems announced a partnership with WhatsApp to
provide end-to-end encryption by incorporating the encryption protocol used in Signal into
each WhatsApp client platform.Open Whisper Systems said that they had already
incorporated the protocol into the latest WhatsApp client for Android, and that support for
other clients, group/media messages, and key verification would be coming soon after.
WhatsApp confirmed the partnership to reporters, but there was no announcement or
documentation about the encryption feature on the official website, and further requests for
comment were declined.In April 2015, German magazine Heise Security used ARP spoofing
to confirm that the protocol had been implemented for Android-to-Android messages, and
that WhatsApp messages from or to iPhones running iOS were still not end-to-end
encrypted.They expressed the concern that regular WhatsApp users still could not tell the
difference between end-to-end encrypted messages and regular messages.

On April 5, 2016, WhatsApp and Open Whisper Systems announced that they had finished
adding end-to-end encryption to "every form of communication" on WhatsApp, and that
users could now verify each other's keys. Users were also given the option to enable a trust
on first use mechanism in order to be notified if a correspondent's key changes.According to
a white paper that was released along with the announcement, WhatsApp messages are
encrypted with the Signal Protocol.WhatsApp calls are encrypted with SRTP, and all client-
server communications are "layered within a separate encrypted channel".The Signal Protocol
library used by WhatsApp is open-source and published under the GPLv3 license.

Cade Metz, writing in Wired, said, "WhatsApp, more than any company before it, has taken
encryption to the masses."

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 Customer Satisfaction towards WhatsApp

WhatsApp Payments

WhatsApp Payments is a peer-to-peer money transfer feature that is currently only available
in India. WhatsApp has received permission from the National Payments Corporation of
India (NPCI) to enter into partnership with multiple banks in July 2017 to allow users to
make in-app payments and money transfers using the Unified Payments Interface (UPI). UPI
enables account-to-account transfers from a mobile app without having any details of the
beneficiary's bank. This feature is being pilot tested with over a million users since April
2019, however there has not been any update on the final roll out.

WhatsApp Cryptocurrency

On February 28, 2019, The New York Times reported that Facebook was “hoping to succeed
where Bitcoin failed” by developing an in-house cryptocurrency that would be incorporated
into WhatsApp. The project reportedly involves over 50 engineers under the direction of
former PayPal president David Marcus. This 'Facebook coin' will reportedly be a stablecoin
pegged to the value of a basket of different foreign currencies

Platform Support

After months at beta stage, the official first release of WhatsApp launched in November
2009, exclusively at the App Store for iPhone. In January 2010, support for BlackBerry
smartphones was added; and subsequently for Symbian OS in May 2010, and for Android OS
in August 2010. In August 2011, a beta for Nokia's non-smartphone OS Series 40 was added.
A month later, support for Windows Phone was added, followed by BlackBerry 10 in March
2013.In April 2015, support for Samsung's Tizen OS was added.Unofficial ports, Wazapp
and Yappari, have also been released for the MeeGo-based Nokia N9 and the Maemo-based
Nokia N900, respectively.

The oldest device capable of running WhatsApp was the Symbian-based Nokia N95 released
in March 2007. (As of June 2017, WhatsApp is no longer compatible with it.)In August 2014,
WhatsApp released an Android update, adding support for Android Wear smartwatches.

In 2014, an unofficial open source plug-in, whatsapp-purple, was released for Pidgin,
implementing its XMPP and making it possible to use WhatsApp on PCs running Microsoft

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 Customer Satisfaction towards WhatsApp

Windows and Linux.[third-party source needed] WhatsApp responded by blocking phone

numbers that used the plug-in.

On January 21, 2015, WhatsApp launched WhatsApp Web, a browser-based web client that
could be used by syncing with a mobile device's connection.

On February 26, 2016, WhatsApp announced they would cease support for BlackBerry
(including BlackBerry 10), Series 40, and Symbian S60, as well as older versions of Android
(2.2), Windows Phone (7.0), and iOS (6), by the end of 2016.BlackBerry, Series 40, and
Symbian support was then extended to June 30, 2017 In June 2017, support for BlackBerry
and Series 40 was once again extended until the end of 2017, while Symbian was dropped.

Support for BlackBerry and older (version 8.0) Windows Phone and older (version 6) iOS
devices was dropped on January 1, 2018, but was extended to December 2018 for Nokia
Series 40.In July 2018, it was announced that WhatsApp would soon be available for KaiOS
feature phones.

In October 2019, WhatsApp officially launched a new fingerprint app-locking feature for
Android users.

WhatsApp Web : WhatsApp was officially made available for PCs through a web client,
under the name WhatsApp Web, in late January 2015 through an announcement made by
Koum on his Facebook page: "Our web client is simply an extension of your phone: the web
browser mirrors conversations and messages from your mobile device—this means all of
your messages still live on your phone". The WhatsApp user's handset must still be connected
to the Internet for the browser application to function. All major desktop browsers are
supported except for Internet Explorer. WhatsApp Web's user interface is based on the
default Android one.

As of January 21, 2015, the desktop version was only available to Android, BlackBerry, and
Windows Phone users. Later on, it also added support for iOS, Nokia Series 40, and Nokia
S60 (Symbian).

An unofficial derivative called WhatsAppTime has been developed, which is a standard

Win32 application for PCs and supports notifications through the Windows notification area.

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 Customer Satisfaction towards WhatsApp

There are similar solutions for macOS, such as the open-source ChitChat.

Microsoft Windows and Mac : On May 10, 2016, the messaging service was introduced for
both Microsoft Windows and macOS operating systems. WhatsApp currently does not allow
audio or video calling from desktop operating systems. Similar to the WhatsApp Web format,
the app, which will be synced with a user's mobile device, is available for download on the
website. It supports OS versions of Windows 8 and OS X 10.10 and higher.

Apple iPad : A story circulated in 2019 that iPad support was coming.However, as of March
2020, WhatsApp does not run on the Apple iPad. From the WhatsApp iOS page (accessed
March 2020): "WhatsApp is a telephony app, so iPod and iPad are not supported
devices."iPad users searching for WhatsApp are shown, numerous third-party clients. Several
top results have names and logos resembling WhatsApp itself, and some users do not realize
they are using a third-party client. Unfortunately, using third-party clients runs the risk to the
user of their phone number being permanently banned.

PRIVACY

A major privacy and security problem has been the subject of a joint Canadian-Dutch
government investigation. The primary concern was that WhatsApp required users to upload
their mobile phone's entire address book to WhatsApp servers so that WhatsApp could
discover who, among the users' contacts, is available via WhatsApp. While this is a fast and
convenient way to quickly find and connect the user with contacts who are also using
WhatsApp, it means that their address book was then mirrored on the WhatsApp servers,
including contact information for contacts who are not using WhatsApp. This information
was stored in hashed, though not salted form and without "additional" identifying information
such as a name, although the stored identifying information is sufficient to identify every
contact.

On March 31, 2013, the telecommunications authority in Saudi Arabia, the Communications
and Information Technology Commission (CITC), issued a statement regarding possible
measures against WhatsApp, among other applications, unless the service providers took
serious steps to comply with monitoring and privacy regulations.

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 Customer Satisfaction towards WhatsApp

One of the drawbacks of WhatsApp is that the user does not need to send a friend request to
send messages to another user. However, users can block numbers on WhatsApp.

WhatsApp is one of the most widely-used chat platforms today. The chat app has 1.5billion
monthly users and the number is only increasing with each passing year. The chat app has
become a big networks in itself. Thanks to the chat app, distances have virtually vanished and
it seems that one is only a message or a video call away. This is the ease offered by
WhatsApp.But there are some important privacy-related points that you should keep in mind
when you are using the chat app. These points are beyond the encryption and is more about
how to protect your data from someone other than your contacts. These setting tools have
been around since a long time but seeing the current scenario of cyber crime cases coming
almost every day it is crucial that you know what are these Privacy tools offered by
WhatsApp.WhatsApp has a dedicated category inside the app called Privacy. It is given
inside Account in Settings. When you tap Privacy, total seven options are to be seen- Last
seen, Profile photo, About, Status, Live location, Blocked contacts, and Read receipts. We
will discuss these options in details below:

Last seen: This tells you the last time when your contacts were online on the chat app. This
goes the other way also. Your contacts will know when were you last active if you have set
your Last seen to contacts or everybody. No one can seen your last active timing if you have
set your last seen to Nobody. If you don't share your last seen you won't be able to see other
people's last seen.

Profile photos: Your WhatsApp profile photos can be opened and saved by your contacts.
This is fine since your contacts can be trusted. But your profile photo can also be accessed by
someone if that person has your WhatsApp number saved in his or her own phone. So to
avoid your photo going into wrong hands, always keep your profile photos visibility
restricted to your contacts or nobody. This will prevent random people from seeing your
profile photos.

About: About is what appears beneath your name in your contact's WhatsApp contact list. Its
visibility can be also set to everybody, nobody or contacts.

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 Customer Satisfaction towards WhatsApp

Status: Status is the videos, photos or text appear only for 24 hours. There is a dedicated
Status tab under which you can post as well as see posts of your contacts. You can set it to
everybody, nobody or contacts only.

Live location: WhatsApp allows you to share your real time location with your contacts for a
specific amount of time. You can share it in private as well as in group chat. The Live
location tab here shows contacts with whom you are sharing your location.

Blocked contacts: It shows you the list of contacts that you have blocked on WhatsApp.

Read receipts: These are the blue ticks that tell you if your message has been read or not. If
your turn off read receipts, you won't be able to see read receipts of other others. Also, you
will not be able to see who has viewed your Status if your read receipts is unchecked.

1.2 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."

1.3 Why Use Whatsapp (Advantages)

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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,4G or Wi-Fi when available. First year FREE! ($0.99 USD/year after).
 Multimedia: Send Video, Images, document, Gif 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.
 And Much More: Share location, Exchange contacts, Custom wallpaper, Custom
notification sounds, Landscape mode, Precise message time stamps, Email chat
history, Broadcast messages and MMS to many contacts at once and much much
more!

There can be a lot more than these. For some, it’s the ease of clicking the WhatsApp icon,
going to the chat with a friend and seeing when was the last time he/she was seen online on
the app. For others, it’s the cool way in which one can update his/her status without really

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bothering everyone on his/her friend list to become aware of the same by a pop-up in their
respective profile ( A friend’s status can be known only by going to ‘View profile’).

The telecom industry did not take long to realize that ‘Conference call’ was a much needed
value added service. Hence, accepting the customer demands, WhatsApp too added a
fascinating feature of ‘Group Chat’ in Feb 2011. Not only is it easy to create a group on
WhatsApp, it is equally easy to quit the group too.WhatsApp has constantly been adding
more and more handsets to its kitty over the time and informing users of the same through its
website and blog.

But fame is a double-edged sword. And so it happens that there has been a rumour taking
some rounds; recently there was a hoax about WhatsApp charging a fee for its usage to the
users whose screen logo did not turn red.

 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.

Source:http://www.dqweek.com/dq-week/news/174992/whatsapp-flipkart-vodafone-tops-nielsen-india-
consumer-ranking

1.4 WhatsApp Reaches 400 million users in India:

WhatsApp has amassed more than 400 million users in India, the instant messaging app
confirmed today, reaffirming its gigantic reach in its biggest market.

Amitabh Kant, CEO of highly influential local think-tank NITI Aayog, revealed the new stat
at a press conference held by WhatsApp in New Delhi on Thursday. A WhatsApp
spokesperson confirmed that the platform indeed had more than 400 million monthly active
users in the country.The remarkable revelation comes more than two years after WhatsApp

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said it had hit 200 million users in India. WhatsApp — or Facebook is did not share any
India-specific users count in the period in between.The public disclosure today should help
Facebook reaffirm its dominance in India, where it appears to be used by nearly every
smartphone user. According to research firm Counterpoint, India has about 450 million
smartphone users. (Some other research firms peg the number to be lower.)It’s worth
pointing out that WhatsApp also supports KaiOS — a mobile operating system for feature
phones. Millions of KaiOS-powered JioPhone handsets have shipped in India. Additionally,
there are about 500 million internet users, according to several industry estimates.As
WhatsApp becomes ubiquitous in the nation, the service is increasingly mutating to serve
additional needs. Businesses such as social-commerce app Meesho have been built on top of
WhatsApp. Facebook backed Meesho recently in what was its first investment of this kind in
an Indian startup. Then, of course, WhatsApp has also come under hot water for its role in the
spread of false information in the nation.As ByteDance and others aggressively expand their
businesses in India, Facebook’s perceived dominance in the country has come under attack in
recent months. ByteDance’s TikTok, which has amassed 120 million users in India, has been
heralded by many as the top competitor of Facebook.A WhatsApp spokesperson also told
TechCrunch that India remains WhatsApp’s biggest market. In 2017, Facebook said its
marquee service had about 250 million users in India — a figure it has not updated in the
years since.WhatsApp, which has about 1.5 billion monthly active users worldwide, does not
really have any major competitor in India. The closest to a competitor it has in the country is
Messenger, another platform owned by Facebook, and Hike, which millions of users check
everyday. Times Internet — an internet conglomerate in India that runs several news outlets,
entertainment services and more — claims to reach 450 million users in the country each
month.

At the aforementioned press conference, WhatsApp global chief Will Cathcart said
WhatsApp also plans to roll out WhatsApp Pay, its payment service, to all its users toward
the end of the year — something TechCrunch reported earlier.Its arrival in India’s
burgeoning payments space could create serious tension for Google Pay, Flipkart’s PhonePe
and Paytm. For Facebook, WhatsApp Pay’s success is even more crucial as the company
currently has no plans to bring cryptocurrency wallet Calibra to the country, it told
TechCrunch on the sidelines of the Libra and Calibra unveil.In a series of announcements this
week, WhatsApp also unveiled a tie-up with NITI Aayog to promote women’s

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entrepreneurship. “By launching ‘gateway to a billion opportunities’ and our digital skills
training program, we hope to shine a light on the amazing work already happening and build
the next generation of entrepreneurs and change makers,” said Cathcart.At a conference in
Mumbai on Wednesday, Cathcart announced a partnership with the Indian School of Public
Policy — India’s first program in the theory and practice of public policy, product design and
management — to bring a series of privacy design workshops to future policy makers. These
workshops will explore “the importance and practice of privacy-centric design to help
technology make a positive impact on society,” the Facebook-owned platform said.

1.5 WhatsApp Reaches 2 Billion Active Users worldwide

Facebook’s WhatsApp messaging service now has 2 billion users worldwide, the company
announced in a blog post today, up from 1.5 billion and 1 billion users in 2018 and 2016,
respectively. That compares to 2.5 billion users for Facebook itself, according to The Wall
Street Journal, and 1 billion Instagram users (although that number is from June
2018).WhatsApp used the milestone to reiterate the importance of encrypting its users’
messages, a practice that is coming under increasing amounts of pressure from lawmakers
around the world. Governments argue that being unable to read people’s messages makes
it harder to discover when the messaging app is being used to facilitate terrorism, child
exploitation, and other crimes.WhatsApp CEO Will Cathcart says that the company has no
plans to disable encryption on its service. “For all of human history, people have been able
to communicate privately with each other, and we don’t think that should go away in a
modern society,” he told The Wall Street Journal. However, the CEO added that WhatsApp
will provide metadata when it is useful for an investigation.In the future, Cathcart told the
WSJ that the company is working to make the service interoperable with Facebook’s other
messaging clients in plans announced by Facebook CEO Mark Zuckerberg last year.
However, Cathcart admitted this integration may have its limits, with some features that are
present on a messaging service like Messenger not translating into WhatsApp.

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Customer Satisfaction towards WhatsApp

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 Customer Satisfaction towards WhatsApp

Chapter – 3

Strategy on WhatsApp

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 Customer Satisfaction towards WhatsApp

Chapter – 3 Strategyon WhatsApp

3.1 IT 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

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 Customer Satisfaction towards WhatsApp

be quite certain that your message is received. Although Facebook has 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.

3.2 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

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 Customer Satisfaction towards WhatsApp

 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:

 Competitor's ( eg.Telegram , Instagram , Twitter, Facebook etc)

 Product substitution
 Similar applications and free

3.3 WhatsApp - MICHAEL PORTER’S FIVE FORCES ANALYSIS

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 Customer Satisfaction towards WhatsApp

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

2. Barriers of ENTRY

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.

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 Customer Satisfaction towards 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.

Patents limit new competition-- Patents that cover vital technologies make it difficult for
new competitors, because the best methods are patented. Patents positively affect Whatsapp.
"Patents limit new competition (Whatsapp)" has a significant impact, so an analyst should put
more weight into it.

Advanced technologies are required - Advanced technologies making 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.

3. Bargaining Power of CUSTOMERS

Large number of customers - When there are large numbers of customers, no one 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.

4. Bargaining Power of SUPPLIERS

High competition among suppliers – High levels of competition among suppliers acts to
reduce prices to producers. This is a 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.

5. Threat of SUBSTITUTES

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 Customer Satisfaction towards WhatsApp

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.

3.4 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, Android running OS 4.0.3+,iPhone running iOS
9+,Select phones running KaiOS 2.5.1+, including JioPhone

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 Customer Satisfaction towards WhatsApp

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.

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 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.

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.

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Customer Satisfaction towards WhatsApp

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Customer Satisfaction towards WhatsApp

44
Customer Satisfaction towards WhatsApp

45
Customer Satisfaction towards WhatsApp

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 Customer Satisfaction towards WhatsApp

Chapter – 4

Research Methodology

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 Customer Satisfaction towards WhatsApp

Chapter -4 Research Methodology

Research Methodology
Topic: Customer Satisfaction towards WhatsApp

4.1 Objectives:

“To measure how much customers are satisfied by WhatsApp”

 To know current market scenarios of WhatsApp.

 To know customer behaviour on WhatsApp.

 To knowusage pattern of WhatsApp.

 To find out key success featuresof WhatsApp.

4.2 Methodology

4.2.1 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,

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 Customer Satisfaction towards WhatsApp

organizations etc. The collection of the information from the sample population is
drawn only once so it is cross sectional design.

4.2.2 Sampling methodology

Target population:

Youth & Professionals using Smartphones(M/F) from Shivamogga City,

2019-20

Sampling Method:

Non-probability; Convenience sampling method.

In nonprobability sampling technique the chances of selection of all elements of population

are not equal and 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.

Sample size: 106 respondents

Data Collection methods

Primary data

o Field Survey

o Personal Interview (Questionnaire)

Secondary data

o Internet

o Company database

Research Area

 Shivamogga City

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 Customer Satisfaction towards WhatsApp

Chapter – 5

Analysis & Interpretation

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 Customer Satisfaction towards WhatsApp

Chapter – 5 Analysis & Interpretation

1.1 DATA ANALYSIS
 Overall demographics
Gender
Male 56 53%
Female 50 47%
Total 106 100%

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%

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

Monthly Family Income

below 15000 INR 3 2%
15001 to 30000 INR 39 27%
30001 to 45000 INR 39 27%
45001 to 60000 INR 41 28%
above 60000 INR 23 16%

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 Customer Satisfaction towards WhatsApp

 Here we can observe that, percentageof male& female in respondentsare almost

equal, agegroup 16 – 25 years is more, followed by 26-35 years and the monthly
family income is starting from INR15000 to 60000 above.
 Students formed the major percentage of the respondent, followed by the service
category.
Q.1 Do you want to be in touch with the people by using Apps?

PARTICULAR FREQUENCY
YES 102
NO 4
TOTAL 106

NO; 4

YES; 102

INTERPRETATION: - In the above table and graph we can say that, out of the 106
respondent 96% i.e. 102 respondents want 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?

PARTICULAR FREQUENCY

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 Customer Satisfaction towards WhatsApp

Social messaging Apps 93

Voice calls 54
SMS 15
Email 3

100
93
90

80

70

60 54
50

40

30

20 15
10
3
0
Social messaging Apps Voice calls SMS Email

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

INTERPRETATION:-93 out of 106 respondents prefer Social messaging Appsfor 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.

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

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 Customer Satisfaction towards WhatsApp

120

101
100

80

60
60

40
30

20 14
8 11
3 5
0
WhatsApp Facebook WeChat Twitter BBM Skype Line Other
Messenger (Blackberry
Messenger)

Which social messaging app do you use

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 like BBM, Skype&Line is very less used.

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

PARTICULAR FREQUENCY
All The Time 49
Most Of the Time 41
Sometimes 11
Not At All 5

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 Customer Satisfaction towards WhatsApp

Not At All;
Sometime 5
s; 11

All The
Time; 49

Most Of
the Time;
41

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

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 Customer Satisfaction towards WhatsApp

3.5

3
3

2.5

2
2

1.5

1
1

0.5

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

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

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 Data-
plan/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
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, dont have Smartphone
 Yes

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 Customer Satisfaction towards WhatsApp

 Yes
 Yes
Q.7 Have you purchased Smartphone, only bcoz you can use WhatsApp?

PARTICULAR FREQUENCY
YES 25
NO 75

YES; 25

NO; 75

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 WhatsApp?

PARTICULAR FREQUENCY
Word of Mouth 60
Internet 34
Advertisement 6
Newspaper 0

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 Customer Satisfaction towards WhatsApp

70

60
60

50

40
34

30

20

10 6
0
0
Word of Mouth Internet Advertisement Newspaper

From which medium you came to know about WhatApp?

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
PARTICULAR FREQUENC WhatsApp
Y features
Ease of Navigation/ User Friendly Interface 56
impresses you?
Groups chatting 57
Speed 39
Cross-Compatibility (Apple, Android,
49
BlackBerry OS, Nokia, and Windows Phone) 58
Sharing (e.g. Video, audio, Photo, Status etc) 73
 Customer Satisfaction towards WhatsApp

80 73
70
60 56 57
49
50
39
40
30
20
10
0
Ease of Groups chatting Speed Cross- Sharing (e.g.
Navigation/ User Compatibility Video, audio,
Friendly Interface Photo, Status etc)

Which WhatsApp features impresses you?

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?
PARTICULAR FREQUENCY
Video Calling Services 65
Support voice calls 26
Support For PCs to PCs/Phone Vice Versa 25
Privacy - who can view & add 48
Increase Group Chat Participants from 30 8
Other 11

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 Customer Satisfaction towards WhatsApp

70 65
60
50 48

40
30 26 25
20
11
10 8

0
Video Calling Support voice Support For Privacy - who Increase Group Other
Services calls PCs to can view & add Chat
PCs/Phone Vice Participants
Versa from 30

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

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 suggested by 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)

PARTICULAR FREQUENCY
1 Least satisfied(don’t download) 0
2 Dissatisfied 0
3 Neutral 7
4 Satisfied 34
5 Most satisfied (A must-use application) 59

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 Customer Satisfaction towards WhatsApp

70

60 59

50

40
34
30

20

10 7
0 0
0
1. Least satisfied 2. Dissatisfied 3. Neutral 4. Satisfied 5. Most satisfied (A
(don’t download) must-use
application)

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

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?

PARTICULAR FREQUENCY
YES 100
NO 0

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 Customer Satisfaction towards WhatsApp

120

100
100

80

60

40

20

0
0
YES NO

Final Question. As the success of WhatsApp depends on being wider spread among users, would you
recommend WhatsApp to your friends, families, colleagues?

INTERPRETATION:- From the above analysis, 100% of respondent are going to

recommend and suggest to use WhatsApp to their friends, families, colleagues in future.

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 Customer Satisfaction towards WhatsApp

Chapter-6
Findings, Recommendation,
Limitations & Conclusion

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 Customer Satisfaction towards WhatsApp

6.1 FINDINGS & RECOMMENDATION

 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 apps like 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 recommending it; inspire
the person to use WhatsApp.

 Some special data-plans by telecom companies

 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.

 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.

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 Customer Satisfaction towards WhatsApp

 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 2019

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 Customer Satisfaction towards WhatsApp

6.2 LIMITATIONS OF THE RESEARCH

Following are some of the limitations of the study

 I considered Gujarat region only because of limited time.

 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.
6.2

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 Customer Satisfaction towards WhatsApp

6.3 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 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.
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 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.

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Customer Satisfaction towards WhatsApp

Appendices

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 Customer Satisfaction towards WhatsApp

Bibliography

BOOKS:

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

Prentice Hall, 2004.
2. 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

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 Customer Satisfaction towards WhatsApp

Questionnaire
Dear Respondent,

Hello and thank you for agreeing to participate in this survey.

We are the students of BBA programme from Sahyadri Commerce and Management College,
Semester-VI. As a part of our study, we are required to prepare a project report on "An
empirical study on Customer Satisfaction towards WhatsApp social network in Shivamogga
City ”. 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,
MANIKANTA.S
(BB177823)

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

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

□Yes
□No

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 Customer Satisfaction towards WhatsApp

2. What do you prefer more for staying in touch with people on your phone?
□Social messaging Apps □Voice calls □SMS □Email
3. Which social messaging app do you use
□ WhatsApp
□ Facebook Messenger
□ WeChat
□ Twitter
□ BBM
□ Skype
□ Line
□ Other___________
4. Do you use WhatsApp on an active basis?
□All The Time □Most Of the Time
□Sometimes □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.

□Did not know WhatsApp Existed □No data plan/lack of easy
access to WiFi
□Not enough friends using the same application □Using Alternate Messenger
(fb, WeChat, Etc)
□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?
□Yes
□No (Why not?) ____________________________
___________________________________________
___________________________________________

7. Have you purchased Smartphone, only bcoz you can use WhatsApp?
□Yes
□No
8. From which medium you came to know about WhatsApp?

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 Customer Satisfaction towards WhatsApp

□Word of Mouth □Internet

□Advertisement □Newspaper
9. Which WhatsApp features impresses you?(You can tick more than one)
□Ease of Navigation/ User Friendly Interface □Groups chatting
□Speed □Cross-Compatibility (Apple, Android,
BlackBerry OS, Nokia, and Windows
Phone)
□Sharing (e.g. Video, audio, Photo, Status etc)
10. Which features you would like to suggest in WhatsApp to enhance its appeal?
□Video Calling Services □Support voice calls
□Support For PCs to PCs/Phone Vice Versa □Privacy - who can view & add
□Increase Group Chat Participants from 30 □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
□Least satisfied □Dissatisfied □Neutral □Satisfied □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?
□Yes
□No

72