WhatsApp Usage and Satisfaction

1
CHAPTER-I
DESIGN OF STUDY
1.1 INTRODUCTION
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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1.2. REVIEW OF LITERATURE:
Since the last decade the usage of Social Networking Sites among college students is
increasing rapidly throughout the world. Evidently Social Networking Sites have become
a significant part of the lives of these youth (Gemmill and Peterson: 2006). Compared
with any other group of people the usage of Social Networking Sites among college
students is more, mainly because they are attracted extensively to the new technology and
particularly to the opportunity it offers for creating social networks.
Keol Lim and Ellen B Meier (2012) in their study clearly highlighted how and why
Korean students use Social Networking Sites and what are the advantages they find by
using Social Networking Sites. The study as such begins with the explanation of how the
number of international students getting admission in U S universities has increased. It
also refers to psychological experiences of international students such as disorientation,
nostalgic depressive reactions, and feelings of isolation, alienation and powerlessness.
However, international students may have limited ways to cope with stress, which could
lead to stress-related illnesses such as anxiety or depression. Hence these limitations
make it hard for international students to acclimatize themselves new circumstances.
Further, Keol and Meier (2012) mainly constrained themselves for only two research
questions: How do these international students use Social Networking Sites? And how do
these international students perceive the impact of Social Networking Sites on their
affective and academic adaptation? This research was conducted in the United States with
Asian international students, all from Korea, who were not raised in a western culture.
Respondents in the study used Social Networking Sites in various ways and the tools
played an important role in their adaptation to a new life in the United States. Findings of
the study clearly showed that the respondents benefitted from their use of social
networking sites and that the interactions helped to decrease their anxiety in the new
culture by providing them with a means of connecting to their parents and friends in
Korea. At the end it also stressed on the need of more research to identify the potential of
Social Networking Sites in contributing to the affective and cognitive adaptation for
international students including the connection between Internet use and academic
achievement. of Social Networking Sites. It says though usage of Social Networking Sites
is often treated as a monolithic activity, in which all time is equally social and its impact

3
the same for all users. The study primarily examines how Facebook affects social capital
depending upon: types of site activities, contrasting one-on-one communication,
broadcasts to wider audiences, and passive consumption of social news, and individual
differences among users, including social communication skill and self-esteem. In this
study (2011) a survey was conducted using 415 Facebook users, which revealed that
receiving messages from friends is associated with increase in bridging social capital. The
major goal of the study was to observe how different uses of a large Social Networking
Site influence different types of user’s social capital. Social capital is the actual or
potential resources which are linked to a durable network of more or less institutionalized
relationships of mutual acquaintance or recognition. The study states that college students
are motivated by social information-seeking, using Social Networking Sites to learn about
people they have met offline, and expressive information sharking, feeling greater to
bridge social capital.
Kuan-Yu Lin and His-Peng Lu (2011) applied network externalities and motivation
theory to understand the usage of Social Networking Sites among college students. After
conducting an empirical research involving 402 samples, using Structural Equation
Modelling (SEM) Approach, Lin and Lu (2011) found that “Enjoyment” was the most
influential factor for the increasing usage of Social Networking Sites among the college
students.
Folorunso (2010) conducted a survey among students of the University of Agriculture,
Abeokuta in Nigeria and tested the attributes of Diffusion of Innovations (DOI) theory
towards usage pattern of Social Networking Sites. Demographic data of the study
revealed that majority of users were college students. The five constructs i.e. Relative
Advantage, Complexity, Compatibility, Observability and Reliability were used to test
the impact on the attitude and trust regarding Social Networking Sites and to determine
how attitude would impact on the intention to use it. The study revealed the constructs:
relative advantage, complexity, and observability of Social Networking Sites do not
positively affect the attitude towards using the technology while the compatibility and
trial ability of Social Networking Sites does positively affect the attitude towards using
the technology. The study (2010) concluded that the attitude of university students
towards Social Networking Sites

4
Bicen and Cavus (2010) evaluated the usage of Social Networking Sites among students
in the department of computer education instructional technology and found which social
networking sites are the most preferred by students. The study revealed that use and
sharing of knowledge on Internet is made an integral part of college students’ lives.
Results show that Live Spaces and Facebook are the commonly used sites by the students

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1.3. OBJECTIVES:
 To understand the satisfaction level of whatsapp.
 To know the customer behaviour on whatsapp.
 To know usage of whatsapp.
 To find out the key success features of whatsapp

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1.4 SCOPE:
 My survey was conducted within Rajapalayam.
 This study can be carried in various areas in Rajapalayam.

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1.5 LIMITATIONS:
 We are considered Rajapalayam region only because of limited time.
 Finding of the study are based on the assumption that the respondents have given
correct information.

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1.6 RESEARCH METHODOLOGY:
Research design:
Research design is purely and simply the frame work or plan for a study that the collection
and analysis of data. This study is on descriptive research design. Descriptive research design
describes some thing such as demographic satisfactions of respondents are whatsapp.
Nature of data:
Nature of data used in formulating the study is primary data and secondary data.
Methods of data collection:
The data is collected by the use of the questionnaire administered by the researches the
questionnaire is structured one.
The above collection is follow two methods are given below:
a. Primary data:
The primary data was collected directly interview by using structured questionnaire.
b. Secondary data:
The secondary data was take from various sources by leadind magazines, journals,
book research, materials, websites related to whatsapp.
Sampling size:
The secondary data was conducted by Rajapalayam town there are the sample size was 50.
Tools analysis:
A simple percentage is used to analysis the data collected.

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CHAPTER-II
OVERVIEW OF STUDY
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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2.2 HISTORY OF WHATSAPP:
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
declared success. Why, all of these are free too, with the internet connection? That makes
them as well equipped as WhatsApp.
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.

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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.
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).
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.
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.
Why Use Whatsapp
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).

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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.
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!

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2.3 HISTORY OF RAJAPALAYAM
2.3.1 History of Rajapalayam
It was constituted on 1-10-1940 with a population of 38641. This municipal town consists of
Rajapalayam village, inamchettikulam, sambandapuram, and north venganallur,
pudupalagam, inamthoppupatti, sambandapuram, kothathankulam part and kothathankulam
villages. Kothathankulam and agricultural areas are found in the western part of this town.
Five roads are radiating from Rajapalayam on the east chattarapatti and on to the west to
mountains and ayyanar falls. The concentration of industrial activities – specially cotton
industry, made this town a more significant zone in kamarajar district.
History & Growth
Name “Rajapalayam” is derived from the word “rajas” Tamil synonym for raja and palayam
in Tamil a “cantonment on fort”. Thus Rajapalayam means raja’s fort. Rajapalayam is
inhabited by people who came from the old vijayanagaram state one china raja, a lineage
decedent of the king of vijayanagar belonged to pasumpatti migrated to the south along with
his followers and settled at kilarajakularaman at the first instance and then moved their
settlements to palayapalayam in 1483 a.d. when vijayanagaram rule was established in
maduri, the descendents of the original emigrants were said to have served under the
chokkanathanayak, king of maduri ( 1659 – 1682) who has recorded his appreciation of the
service rendered by chinne raja and his four sons and has granted sasanam. Either after the
battle of talaikotta (1565) or on the eve of the same battle more rajas migrated to the south
from the Vijayanagar Empire. They settled in pudupalayam, western portion of Rajapalayam
municipality and the town was expanded by purchasing lands from
vijayarengacokkanathanayak (1706 – 1732). Rajapalayam was constituted as a united board
in the year 1885. It became a panchayat board in the year 1930. Railway line was laid in the
year 1927 and the town was electrified in 1937.
Geographical Feature
The climate in the Rajapalayam town is hot and dry. The average annual rainfall during the
year 1991 was 82.88 and the town gets maximum rainfall during the northeast monsoon.
Average temperature is 26.65 C minimum and 38.45 C maximum. Major wind directions are
of east, south and the east in May and June and of west in October and November. As of
2001 India census, Rajapalayam had a population of 121,982. Males constitute 50% of the
population and females 50%. Rajapalayam has an average literacy rate of 73%, higher than
the national average of 59.5%: male literacy is 80% of the population is under 6 year of age.

14
As of 2011 India census, Rajapalayam had a total population of 307,959 with 153,529 males
and 154,430 females.
Transport
Bus
Rajapalayam has two bus stands to cater to the need of the population. The old bus stand
currently serves as the city bus stand. The new bus stand on Sankarankoil Road is where all
the mofussil buses stop by. Buses frequently shuttle between Maduri and Rajapalayam. There
are buses, every 15 minutes, from Rajapalayam to Tirunelveli travel via Sankarankoil and
every 30 minutes to virudhunagar and vice- versa.
Rail
Express Trains
The podhigaiexpress Superfast train bearing on (12661) from Chennai Edmore to sengottai
reaches Rajapalayam every day at around 6.30 AM. Similarly the Podhigai Express Superfast
train bearing on (12662) from Sengottai to Chennai Egmore Express Rajapalayam every
night at around 08.20 PM. Sengottai Chennai Egmore Express bearing on (06804) from
Sengottai to Chennai Egmore reaches Rajapalayam every night at around (03.45) PM on
every Wednesday evening. Similarly Chennai Egmore Sengottai Express bearing on (06803)
from Chennai Egmore to sengottai reaches Rajapalayam at around 5.50 AM every
Wednesday morning. There are also special trains available from Chennai to Sengottai and
vice versa via Rajapalayam almost throughout the year Trains from/towards Tirunelveli can
be caught at Virudhunagar Junction.
Passenger Trains
There are 3 passenger train services from Madurai to Sengottai that pass through
Rajapalayam on a daily basis at 09.00 AM, 01.20 PM and 07.05PM respectively. Similarly
there are 3 passenger train services from Sengottai to Madurai that pass through Rajapalayam
on a daily basis at 08.30 AM, 01.25 PM respectively. The passenger train fare is just half of
what the buses charge and these passenger are always crowded.
By Air
The nearest domestic airport is Madurai Airport (80 km). Madurai Airport is around 1.5 hours
from Rajapalayam. Paramount Airways, jet Airport, Spice jet and Air India are operating
daily flights between Madurai Airport and Chennai International Airport.
Education 2
Schools
1. AKD Dharma Raja Girls High School.

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2. AKD Dharma Raja Boys High School.
3. Amanda Vidyalaya Matriculation School.
4. casadimirmartricschool.in/ index. Asp CASA DI MIR Matriculation school
5. Chinmaya Vidyalaya.
6. Maharishi VidyaMandir Matriculation Hr.sec.School.
7. M.A.A.M Hr. Secondary School.
8. Nadar Higher Secondary School.
9. P.A.C.M Higher Secondary School.
10. P.A.C.R Ammani Ammal Girls Higher Secondary School.
11. SeithurSevagaPandiya government Higher Secondary School. (Board
Higher School)
12. Sri Ramana Vidyalaya School.
13. Nadar Matriculation Hr. Sec. School.
College
1 Rajapalayam Rajus’ College.
2 AKD Dharma Raja Women’s College.
Polytechnic
1. P.A.C Ramasamy Raja’s Polytechnic.
2. Manjammal Polytechnic College.
3. Angel Polytechnic College.
Tourism
AyyanarKoil Forest Area (Ayyanar Falls)
AyyanarKoil forest area is located 10 km west of Rajapalayam on the eastern slope of
Western Ghats. The forest area has many of streams, waterfalls, springs and a temple. Hiking
in this forest area is one of the main recreations for Rajapalayam residents. Rajapalayam
Water Reservoir, which provides water to the entire city, is situated en route to Ayyanar
Falls. Rajapalayam Dam and Rajapalayam Water Treatment Plant are also situated adjacent
to the Rajapalayam Water Reservoir. Motor pumps are not used for pumping of water supply
and distribution system because of water flown on natural gravitational force.
Sri VallakattuKaruppasamyKovil
VallakattuKaruppasamy temple is situated en route to AyyanarKoil right in the middle of
forest. Lord Karuppusamy is one of the 21 associate folk-deities of Ayyanar. This temple is
located next to awesome dam that supply water to Rajapalayam Township.
Sanjeevi Hills

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CHAPTER-III
ANALYSIS OF DATA
TABLE 3:1
GENDER WISE CLASSIFICATIONS
S.NO GENDER RESPONDENTS PERCENTAGE
1 MALE 30 60%
2 FEMALE 20 40%
TOTAL 50 100%
INFERENCE:
From the above table 3:1 shows that 60% of the respondents are male and 40% of the
respondents are female.

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CHART 3:1
60%
40%
MALE FEMALE

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TABLE 3:2
AGE WISE CLASSIFICATIONS
S.NO AGE RESPONDENTS PERCENTAGE
1 15-20 12 24%
2 20-25 18 36%
3 25-30 11 22%
4 30-35 9 18%
TOTAL 50 100%
INFERENCE:
From the above table 3:2 shows that 36% of the respondents are 20-25 age group and 24% of
the respondents are 15-20 age groups and 22% of the respondents are 25-30 age group and
18% of the respondents are 30-35 age group.

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CHART 3:2
15-20 20-25 25-30 30-35
24%
36%
22%
18%

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TABLE 3:3
PROFESSION WISE CLASSIFICATIONS
S.NO PROFESSION RESPONDENTS PERCENTAGE
1 STUDENT 22 44%
2 PROFESSION 5 10%
3 WORK EMPLOYEE 16 32%
4 OTHERS 7 14%
TOTAL 50 100%
INFERENCE:
From the above table 3:3 shows that 44% of the respondents are student and 32% of the
respondents are work employee and 14% of the respondents are others and 10% of the
respondents are profession.

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CHART 3:3
STUDENT PROFESSION WORK
EMPLOYEE
OTHERS
44%
10%
32%
14%

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TABLE 3:4
USE WHATSAPP WISE CLASSIFICATIONS
S.NO USE WHATSAPP RESPONDENTS PERCENTAGE
1 SMART PHONE 20 40%
2 LAPTOP 10 20%
3 COMPUTER 8 16%
4 TABLETS 12 24%
TOTAL 50 100%
INFERENCE:
From the above table 3:4 shows that 40% of the respondents are use whatsapp in smart phone
and 24% of the respondents are use whatsapp in tablets and 20% of the respondents are use
whatsapp in laptops and 16% of the respondents are use whatsapp in computer.

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CHART 3:4
SMART PHONE LAPTOP COMPUTER TABLETS
40%
20%
16%
24%

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TABLE 3:5
INTERNET SOURCE WISE CLASSIFICATIONS
S.NO INTERNET SOURCE RESPONDENTS PERCENTAGE
1 MOBILE NETWORK 30 60%
2 WIFI 11 22%
3 OTHERS 9 18%
TOTAL 50 100%
INFERENCE:
From the above table 3:5 shows that 60% of the respondents are use mobile network and 22%
of the respondents are use wifi and 18% of the respondents are use others.

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CHART 3:5
INTERENT SOURCE WISE CLASSIFICATIONS
MOBILE NETWORK WIFI OTHERS
60%
22%
18%
INTERENT SOURCE WISE CLASSIFICATIONS

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TABLE 3:6
FREQUENTLY USE WHATSAPP WISE CLASSIFICATIONS
S.NO FREQUENTLY USE
WHATSAPP
RESPONDENTS PERCENTAGE
1 REGULARLY 32 64%
2 5-10 TIMES PER DAY 12 24%
3 OFTEN 6 12%
TOTAL 50% 100%
INFERENCE:
From the above table 3:6 shows that 64% of the respondents are regularly use whatsapp and
24% of the respondents are 5-10 times per day use whatsapp and 12% of the respondents are
use whatsapp often.

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CHART 3:6
FREQUENTLY USE WHATSAPP WISE CLASSIFICATIONS
64%
24%
12%
FREQUENTLY USE WHATSAPP WISE
CLASSIFICATIONS
REGULARLY
5-10 TIMES PER DAY
OFTEN

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TABLE 3:7
UPDATE PROFILE PICTURE WISE CLASSIFICATIONS
S.NO UPDATE RESPONDENTS PERCENTAGE
1 DAILY 20 40%
2 WEEKLY ONCE 15 30%
3 MONTHLY ONCE 9 18%
4 NEVER 6 12%
TOTAL 50 100%
INFERENCE:
From the above table 3:7 shows that 40% of the respondents are daily update the profile
picture and 30% of the respondents are weekly once update the profile picture and 18% of the
respondents are monthly once update the profile picture and12% of the respondents are never
update the profile picture.

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CHART 3:7
UPDATE PROFILE PICTURE WISE CLASSIFICATIONS
40%
30%
18%
12%
DAILY
WEEKLY ONCE
MONTHLY ONCE
NEVER
UPDATE PROFILE PICTURE WISE
CLASSIFICATIONS

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TABLE 3:8
UPDATE STATUS WISE CLASSIFICATIONS
S.NO UPDATE STATUS RESPONDENTS PERCENTAGE
1 DAILY 25 50%
2 ONCE A WEEK 12 24%
3 ONCE A MONTH 9 18%
4 NEVER 4 8%
TOTAL 50 100%
INFERENCE:
From the above table 3:8 shows that 50% of the respondents are daily update the status and
24% of the respondents are once a week update the status and 18% of the respondents are
once a month update the status and 8% of the respondents are never update the status .

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CHART 3:8
DAILY
ONCE A WEEK
ONCE A MONTH
NEVER
50%
24%
18%
8%

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TABLE 3:9
GROUPS WISE CLASSIFICATIONS
S.NO GROUPS RESPONDENTS PERCENTAGE
1 1-5 22 44%
2 5-10 18 36%
3 10-15 6 12%
4 15-20 4 8%
TOTAL 50 100%
INFERENCE:
From the above table 3:9 shows that 44% of the respondents are have 1-5 groups and 36% of
the respondents are have 5-10 groups and 12% of the respondents are have 10-15 groups and
8% of the respondents are have 15-20 groups.

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CHART 3:9
01-May
05-Oct
Oct-15
15-20
44%
36%
12%
8%

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TABLE 3:10
FEATURES LIKE MOST WISE CLASSIFICATIONS
S.NO FEATURES RESPONDENTS PERCENTAGE
1 PRIVACY 14 28%
2 UNLIMITED CHATS 16 32%
3 SMILES 8 16%
4 GROUP CHATS 12 24%
TOTAL 50 100%
INFERENCE:
From the above table 3:10 shows that 32% of the respondents are unlimited chats like most
and 28% of the respondents are privacy like most and 24% of the respondents are group chats
like most and 16% of the respondents are smiles.

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CHART 3:10
PRIVACY UNLIMITED
CHATS
SMILES GROUP CHATS
28%
32%
16%
24%

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TABLE 3:11
COME TO WHATSAPP WISE CLASSIFICATIONS
S.NO COME TO
WHATSAPP
1 INTERNET 12 24%
2 FRIENDS 20 40%
3 ADVERTISEMENT 5 10%
4 WORD/MOUTH 13 26%
TOTAL 50 100%
INFERENCE:
From the above table 3:11 shows that 40% of the respondents are friends and 26% of the
respondents are word/mouth 24% of the respondents are internet and 10% of the respondents
are advertisement.

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CHART 3:11
24%
40%
10%
26%
INTERNET
FRIENDS
ADVERTISEMENT
WORD/MOUTH

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TABLE 3:12
DISSATISFIED ANY FEATURES WISE CLASSIFICATIONS
S.NO DISSATISFIED
FEATURES
1 YES 18 36%
2 NO 32 64%
TOTAL 50 100%
INFERENCE:
From the above table 3:12 shows that 64% of the respondents are no and 36% of the
respondents are yes.

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CHART 3:12
DISSATISFIED ANY FEATURES WISE CLASSIFICATIONS
YES
NO
36%
64%
DISSATISFIED ANY FEATURES WISE
CLASSIFICATIONS

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TABLE 3:13
RECOMMENDED WHATSAPP TO OTHERS WISE CLASSIFICATIONS
S.NO RECOMMENDED RESPONDENTS PERCENTAGE
1 YES 35 70%
2 NO 15 30%
TOTAL 50 100%
INFERENCE:
From the above table 3:13 shows that 70% of the respondents are yes and 30% of the
respondents are no.

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CHART 3:13
RECOMMENDED WHATSAPP TO OTHERS WISE CLASSIFICATIONS
Series1
YES
NO
70%
30%
RECOMMENDED WHATSAPP TO OTHERS WISE
CLASSIFICATIONS

42
TABLE 3:14
I FEEL ANXIOUS WHEN I CAN’T USE WHATSAPP
S.NO FEEL ANXIOUS RESPONDENTS PERCENTAGE
1 STRONGLYAGREE 11 22%
2 AGREE 17 34%
3 NUTERAL 10 20%
4 DISAGREE 8 16%
5 STRONGLYDISAGREE 4 8%
TOTAL 50 100%
INFERENCE
From the above table 3:14 shows that 34% of the respondents are agree and 22% of the
respondents are strongly agree and 20% of the respondents are neutral and 16% of the
respondents are disagree and 8% of the respondents are strongly disagree.

43
CHART 3:14
SA A N DA SDA
22%
34%
20%
16%
8%

44
TABLE 3:15
PEOPLE AROUND ME SHOULD INSTALL WHATSAPP BECAUSE I USE
WHATSAPP
S.NO OPINION RESPONDENTS PERCENTAGE
2 AGREE 12 24%
3 NUTERAL 5 10%
4 DISAGREE 8 16%
TOTAL 50 100%
INFERENCE:
From the above table 3:15 shows that 28% of the respondents are strongly disagree and 24%
of the respondents are agree and 22% of the respondents are strongly agree and 16% of the
respondents are disagree and 10% of the respondents are neutral.

45
CHART 3:15
PEOPLE AROUND ME SHOULD INSTALL WHATSAPP BECAUSE I USE
WHATSAPP
SA
A
N
DA
SDA
22% 24%
10% 16%
28%
PEOPLE AROUND ME SHOULD INSTALL
WHATSAPP BECAUSE I USE WHATSAPP

46
TABLE 3:16
WHATSAPP HAS AFFECTED MY REST TIME
S.NO OPINION RESPONDENTS PERCENTAGE
2 AGREE 10 20%
3 NUTERAL 6 12%
4 DISAGREE 9 18%
TOTAL 50 100%
INFERENCE:
From the above table 3:16 shows that 36% of the respondents are strongly agree and 20% of
the respondents are agree and 18% of the respondents are disagree and 12% of the
respondents are neutral and 14% of the respondents are strongly disagree.

47
CHART 3:16
SA
A
N
DA
SDA
36%
20%
12%
18%
14%

48
TABLE 3:17
I WOULD USE WHATSAPP DURING MY WORK
S.NO OPNION RESPONDENTS PERCENTAGE
2 AGREE 11 22%
3 NUTERAL 9 18%
4 DISAGREE 10 20%
TOTAL 50 100%
INFERENCE:

49
CHART 3:17
30%
22%18%
20%
10%
SA
A
N
DA
SDA

50
TABLE 3:18
I USE WHATSAPP BECAUSE OF IT’S HIGH QUALITY
2 AGREE 11 22%
3 NUTERAL 4 8%
4 DISAGREE 9 18%
TOTAL 50 100%
INFERENCE:
respondents are strongly disagree and 8% of the respondents are neutral.

51
CHART 3:18
I USE WHATSAPP BECAUSE OF ITS HIGH QUALITY
SA
A
N
DA
SDA
40%
22%
8%
18%
12%
I USE WHATSAPP BECAUSE OF ITS HIGH
QUALITY

52
TABLE 3:19
REDUCE FACE-TO-FACE COMMUNICATIONS
1 STRONGLY AGREE 14 28%
2 AGREE 12 24%
3 NETURAL 8 16%
4 DISAGREE 10 20%
TOTAL 50% 100%
INFERENCE:
the respondents are agree and 20% of the respondents are disagree and16% of the

53
CHART 3:19
SA A N DA SDA
28%
24%
16%
20%
12%

54
CHAPTER-IV
4.1 FINDINGS
1. From the above table 3:1 shows that 60% of the respondents are male and 40% of the
respondents are female.
2. From the above table 3:2 shows that 36% of the respondents are 20-25 age group and
24% of the respondents are 15-20 age groups and 22% of the respondents are 25-30
age group and 18% of the respondents are 30-35 age group.
3. From the above table 3:3 shows that 44% of the respondents are student and 32% of
the respondents are work employee and 14% of the respondents are others and 10% of
the respondents are profession.
4. From the above table 3:4 shows that 40% of the respondents are use whatsapp in
smart phone and 24% of the respondents are use whatsapp in tablets and 20% of the
respondents are use whatsapp in laptops and 16% of the respondents are use whatsapp
in computer.
5. From the above table 3:5 shows that 60% of the respondents are use mobile network
and 22% of the respondents are use wifi and 18% of the respondents are use others.
6. From the above table 3:6 shows that 64% of the respondents are regularly use
whatsapp and 24% of the respondents are 5-10 times per day use whatsapp and 12%
of the respondents are use whatsapp often.
7. From the above table 3:7 shows that 40% of the respondents are daily update the
profile picture and 30% of the respondents are weekly once update the profile picture
and 18% of the respondents are monthly once update the profile picture and12% of
the respondents are never update the profile picture.
8. From the above table 3:8 shows that 50% of the respondents are daily update the
status and 24% of the respondents are once a week update the status and 18% of the
respondents are once a month update the status and 8% of the respondents are never
update the status .
9. From the above table 3:9 shows that 44% of the respondents are have 1-5 groups and
36% of the respondents are have 5-10 groups and 12% of the respondents are have
10-15 groups and 8% of the respondents are have 15-20 groups.
10. From the above table 3:10 shows that 32% of the respondents are unlimited chats like
most and 28% of the respondents are privacy like most and 24% of the respondents
are group chats like most and 16% of the respondents are smiles.

55
11. From the above table 3:11 shows that 40% of the respondents are friends and 26% of
the respondents are word/mouth 24% of the respondents are internet and 10% of the
respondents are advertisement.
12. From the above table 3:12 shows that 64% of the respondents are no and 36% of the
respondents are yes.
13. From the above table 3:13 shows that 70% of the respondents are yes and 30% of the
respondents are no.
14. From the above table 3:14 shows that 34% of the respondents are agree and 22% of
the respondents are strongly agree and 20% of the respondents are neutral and 16% of
the respondents are disagree and 8% of the respondents are strongly disagree.
15. From the above table 3:15 shows that 28% of the respondents are strongly disagree
and 24% of the respondents are agree and 22% of the respondents are strongly agree
and 16% of the respondents are disagree and 10% of the respondents are neutral.
16. From the above table 3:16 shows that 36% of the respondents are strongly agree and
20% of the respondents are agree and 18% of the respondents are disagree and 12% of
the respondents are neutral and 14% of the respondents are strongly disagree.
the respondents are strongly disagree and 8% of the respondents are neutral.
24% of the respondents are agree and 20% of the respondents are disagree and16% of

56
CHAPTER-V
5.1 SUGGESTION:
 In the wake of increased competition, it has become imperative for WhatsAppInc. to
secure its place as the true leader of multi-platform instant messaging. Though there are
alternative solutions, it is fallacious to regard services like Blackberry Instant Messenger
as true competitors as they are not true multi-platform solutions; working only on
Research in Motion's Blackberry devices and Apple's iOS devices respectively.
 Presently, there is no efficient and effective way to know which contact in the user’s
phonebook has just signed up to WhatsApp. The user has to scroll through the Favourites
list (WhatsApp contacts) and try to figure out who just signed up. More so, only an
observant user would notice the increase in his number of Favourites (WhatsApp
contacts).
 There is a need for a more elegant solution that enhances the fundamental appeal of not
needing a username and password to use the service. The need for this feature is to allow
travelling users to still receive their WhatsApp messages while at the same time avoiding
expensive roaming charges. It also allows non-travelling users the convenience of using
multiple devices with their subscription.
 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.
5.2 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.

57
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.

58
CHAPTER-VI
6.1 BIBLOGRAPHY:
6.1.1 Books:
Naresh K.malhotra, ‘marketing research: an applied orientation’ 4th edition.prentice hall,
2004.
Philip kotler, kevin lane keller, Abraham koshy, mithileshwar jha,’ marketing management-
a south indian perspective’-13th edition. Pearson education, 2009.
6.1.2 Websites:
https://www.whatsapp.com/
https://www.cxotoday.com/story/is-whatsapp-overtaking-the sms-soon/
https://nivedithg.blogspot.in/2012/10/wechat-mobile-app-review.html
https://www.statista.com
https://www.frost.com/c/10392/blog/blog-display.do?id=3313452

59
6.2 QUESTIONNAIRE:
Dear respondent,
We are under graduate student in bachelor of business administration at Rajapalayam
Rajus’ College, rajapalayam. I am conducting a research on the customer satisfaction towards
WhatsApp in rajapalayam in partial fulfillment of the course. Therefore, I would like to
request you to kindly complete this questionnaire. This solely for academic purpose and all
personal information provided shall be kept confidential.
Your co-operation will be highly appreciated
Thanking you
Part a: personal questions
1) Name :
2) Gender
a) Male b) female
3) Age in completed years
A) 15-20 b) 20-25 c) 25-30 d) 30-35
4) Profession
A) Student b) professional c) working employee d) others
5) How you use your WhatsApp Account
a) Smart phone b) laptop c) computer d) tablets
6) Through which internet source you use your WhatsApp account
A) Mobile network b) wifi c) hotspot d) others
7) How frequently you use your WhatsApp account
a) Regularly b) 2-4 times per day c) often
8) How frequently you update your profile picture

60
a) A day b) a week c) a month d) year
9) How you update your status
a) Daily b) once a week c) once a month d) never
10) How many groups you have
a) 1-5 b) 5-10 c) 10-15 d) 15-20
11) Which features of WhatsApp you like most?
a) Privacy b) unlimited chats c) smiles d) group chats
12) From which medium you came to know about WhatsApp
a) Internet b) friends c) advertisement d) word/mouth
13) Are you dissatisfied with any of WhatsApp Features?
a) Yes, please specify ____________ b) no
14) As the success of WhatsApp depends on being wider spread
Among users, would you recommend WhatsApp to your friends, families?
a) Yes b) no
s.no Questions Strongly
disagree
disagree neutral Agree Strongly
agree
15 I feel anxious when I can’t
use WhatsApp
16 People around me should
install WhatsApp because I
use WhatsApp
17 WhatsApp has affected my
rest time
18 I would use WhatsApp
during my work

61
19 I use WhatsApp because of
its high quality for ex : no
advertisements
20 Using WhatsApp reduces
the opportunity of face-to-
face communication with
my friends and my family

WhatsApp Usage and Satisfaction

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