A RESEARCH PROJECT REPORT

ON

"A comparative study on consumer preference

between Whatsapp and Hike Messenger"
Submitted By
NAME OF THE CANDIDATE: MEGHA ROY

REGISTRATION NO.: 141-1221-0455-15

C.U ROLL NO.: 1141-51-0022

COLLEGE ROLL NO.: 51

NAME OF THE COLLEGE: ACHARYA GIRISH CHANDRA BOSE COLEGE

Supervised By
NAME OF THE SUPERVISER: PROF. SWARUP SEN

NAME OF THE COLLEGE: ACHARYA GIRISH CHANDRA BOSE COLEGE

P a g e 1 | 48
 STUDENT’S DECLARATION

I hereby declaration that the project work with the title (in block letters)
CONSUMER PREFERENCE BETWEEN WHATSAPP AND HIKE Submitted by me
for the partial fulfilment of the degree of B.com. Honours in Accounting &
Finance in business under the university of Calcutta is my original work and
has not been submitted earlier to any other University/Institution for the
fulfilment of the requirement of any course of study.

I also declare that no chapter of this manuscript in which or in part has been
incorporated in this report from any earlier work done by others or by me.
However , extracts of any literature which has been used for this report has
duly acknowledged providing details of such literature in the references.

Signature :

Place : KOLKATA Name : MEGHA ROY

Date : Registration No : 141-1221-0455-15

C.U. Roll No : 1141-51-0022

P a g e 2 | 48
 SUPERVISOR’S CERTIFICATE

This is to certify that Ms. Megha Roy a student of B.com. Honours in

Accounting & Finance in business of ACHARYA GIRISH CHANDRA BOSE
COLLEGE

under the University Of Calcutta has worked under my supervision &

guidance for his project work & prepared a project report with the title
CONSUMER PREFERENCE BETWEEN WHATSAPP AND HIKE The project
report ,which he is submitting his genuine & original work to the best of my
knowledge.

Place: Kolkata Signature :

Date : Name : Prof. Swarup Sen

Designation : Associate Prof. in Commerce

Name of the college : ACHARYA GIRISH CHANDRA

BOSE COLLEGE.

P a g e 3 | 48
 ACKNOWLEDGEMENT
It gives me immense pleasure to present the project report on CONSUMER
PREFERENCE BETWEEN WHATSAPP AND HIKE carried out at ACHARYA GIRISH
CHANDRA BOSE COLLEGE in fulfilment of curricular of B.com (Hons),
University of Calcutta.

No work can be carried out with the help of guidance of various persons. I
am happy to take this opportunity to express my gratitude to those who
have been helpful to me in completing to this project completion.

Above all I would like to thank my Supervisor for his valuable advice &
guidance during my project completion.

The most I want to give thanks is that he is PROF. SWARUP SEN.

I would also like to thank the mighty god for everything. God has provided
everything for us. I would like thank my parents, brother & sister, my friends
& classmates. Who have help me in completing this.

Signature

......................................

P a g e 4 | 48
 Abstract
For most of us, we have forgone the use of SMS and calls and have depended
instead on messaging apps for most of our communication needs.

2018 undoubtedly proven to be the year of virtual chat with more than 90%of
smart phone users busy texting to each other using some app or other. In
fact,WhatsApp and Hike has emerged at the most popular apps among Indians
with virtually every fourth cell phone customer using these apps.

As a project we have selected "A Comparative study on customer preference

between WhatsApp and Hike messenger of Kolkata city" for understanding of
the marketing research. The attempt behind the project was to find out most
preferred instant messaging apps in this market and which is the best between
WhatsApp and Hike and which kind of features liked by users. In this project
report we have gained some primary information and some secondary data
also.

From the above project we have learned that WhatsApp is captured whole
market and while hike is in competition and must work hard to stay in the
competition or to come into top position.

P a g e 5 | 48
 CONTENTS

Chapter-1: INTRODUCTION []

 Profile
 Background
 Objectives of Study
 Literature Review
 Methodology

Chapter-2: CONCEPTUAL FRAMEWORK []

 Advantages
 Disadvantages

Chapter-3: DATA ANALYSIS & INTERPRETATION []

 Presentation of Data

Chapter-4: FINFING & OBSERVATIONS []

 Positive Findings & Analysis

 Negative Findings & Analysis

Chapter-5: CONCLUSION & RECOMMENDATION []

 Conclusion
 Recommendation

Chapter-6: BIBLIOGRAPHY []

 Bibliography

P a g e 6 | 48
CHAPTER # 1

Introduction to Social Messengers

App

1.1 Introduction

1.2 Background

1.3 Objectives of study

1.4 Literature review

1.5 Methodology

1.5 Methodology

1.1 INTRODUCTION:
For most of us, we use messaging app instead of using SMS for our communication needs.
There are so many messaging apps in market, all messaging app are not created equal. some
are better than others, but the question is which the best is?

P a g e 7 | 48
1.WhatsApp:
WhatsApp Messenger is a proprietary, cross-platform instant messaging service
for smart phones. In addition to text messaging, users can send each other
images, video, and auto media messages. The client software is available for
Android, BlackBerry OS, 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. Now the whole world can connect to each other
through this app.By this app people also can update their status, images, video
and can send auto media messages.

3.Hike:

Hike was launched on 12 December and raised its first round of founding of $7
million from Bharti SoftBank in April 2013.hike's founder is the son of Bharti
Mittal, the founder of Airtel.In addition to text messaging,users can send each
other graphical stickers,emoticons,images,videos,audios,files,voice
messages,contacts and user location.

4.We Chat:
We Chatis a mobile text and voice messaging communication service developed
by Tencent in China,first released in January 2011. The app is available on
Android, BlackBerry, Symbian platforms, and Windows Phone.

5.Skype:
skype is a freemium voice-over-IP(VoIP) services and instant messaging client
that is currently developed by the Microsoft Skype Division. The name originally
deried from "Sky" and "peer”.

skype was first released in August 2003.skype had 663 million registered users
as of the end of 2010.it was bought by Microsoft in 2011 for $8.5 billion.

P a g e 8 | 48
WHATSAPP PROFILE:

WhatsApp Messenger is a proprietary, cross-platform instant messaging

service for smart phones 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 10, iOS, Nokia-Series
40,Symbian (S60), and Windows Phone.

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 employees 55 people. WhatsApp is a dream
come true of talking to a friend sitting oceans apart through radio-waves,
meansfree. What used to cost somewhere between Rs.5-15 per message was
brought down to being free by online messaging wat2SMS.

Now people can stay connected easily. 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. Competing with a no. of Asian-Based
messaging services (like LINE,KakaoTalk,WeChat),WhatsApp handled ten billion
messages per day in august 2012. Growing from two billion in April2012, and
one billion the previous October. OnJune 13,2013,WhatsApp announced that
theyhad reachedtheir 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 internationally calling on landlines."
P a g e 9 | 48
As of september,2015,WhatsApp had over 800+ million monthly active users,in
2017, WhatsApp had over 900+million monthly active users. 400 million
photos are shared each day, and the messaging system handles more than 10
billion messages each day and day by day the rate of messages are increasing
at an increasing rate. In 2018, its almost 700+ million photos, and 10+ billion
messages send to each other. In a september,2013 blog post,WhatsApp
claimed that 900 million active users use the service each month. On February
19,2014, Facebook Inc. announced it is acquired WhatsAppInc. 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 (Patel, March 2014)

PROFILE OF HIKE:

Hike Messenger (stylized ashike) is a cross-platform messaging service for

smart phones that uses the internet for communication. In addition to text
messaging,users can send each other graphical stickers,emoticons, images,
videos, audios, files, voice messages, contacts and user location.

Hike is launched on 12 december,2012, hike attained 15 million users in

February 2014and raised $14 million for its development. Over the next
months,the application introduced free text messaging anywhere in India, chat
themes, updated stickers,hidden chats and revamped user interface.in august
2014, hike hit 35 million users and raised another big round of founding 565
million led by Tiger Global.

Hike messenger made its first acquisition,buying free voice calling company Zip
phones,which allowed it to launch free app-based calling services that we are
emerging as key draw for users.

P a g e 10 | 48
in 2015, hike launched the "Great Indian Sticker Challenge" to invite designers
to design new stickers.As per the communication statistics on hike,30%of the
traffic comes from stickers.

on Oct 2015, the CEO of hike announced that the base of hike reached up to 70
million and more than 20 billion messages are shared each month. And in
December according to hike blog hike is sharing over 1 billion messages every
single day and 30 billion+ messages a month.

hike has announced that as of last month we crossed 70 million hikers growing
100%(hike messanger,2016) and in 2017 hike crossed almost 80 million hikers.

as of last month, users are sending over 20 billion messages per month and
spending over 140 mins per week in the application! that's a 2.5 hour every
week making with them by far the 2nd largest messaging app in the country.

just looking back, they have shipped 136 app updates in the last 2 years 9
months & 26 days. That’s one update every 7.5 days!

HIKE JOURNEY
December,2012: Global launch
February,2013: Messaging traffic grows 10x week on week
April,2013: Hits the first 5M user milestone in just 4months of its launch and raised $ 7 M
from BSB.

September 2013: Stickers on hike!

December 2013: Hike turns 1year old!
February 2014: Launches two-ways chat themes
April 2014: Co-creation exercise with users-including real time feedback from the users for
product development

November 2014: Digital and campaign goes live

December 2014: Hike turns 2 years old!
June 2015: Update the version of previous hike with some

December 2015: Hike turns 3years old!

April 2016: Hit the 35 M user mark
November 2016: Receives % 14 M fresh funding from BSB
June 2017: Hit #1 rank on apps stores
August 2017: Crosses 55 M user Mark, receives $65 M fresh funding led by tiger global.

P a g e 11 | 48
BACKGROUND

P a g e 12 | 48
History
An invention by 'two guys with an experience of 20 years at Yahoo! Inc.' as per
the official website,Whatsapp stirred hard the both BlackBerry(BB)had tries
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 multipurpose, user-friendly, connectivity applicant 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!

hike messenger is an indian messeging app.Launched on 12 December

2012,hike attained 15 million users in february 2014 and raised $14 million for
its develpoment.over the next few months,the application introduced free text
messaging across india, chat themes, updated stickers,hidden chats and
revamped user interface.in august 2014,hike reached 35 million users and
raised $65 million in a funding round led by tiger glober.

technical:

whatsapp was a customised version of the open standard extensible messaging

P a g e 13 | 48
OBJECTIVES OF STUDY:
following are the objectives of the study on WhatsApp and hike respectively.

PRIMARY OBJECTIVE:
We wanted to figure out most preferred Mobile Messaging Application
between WhatsApp and hike and to explain the reasons behind most preferred
Mobile Messaging Application.

SECONDARY OBJECTIVE:
Find out which type of application people are using right now.

 To determine which kind of problem facing while using instant

messaging app.
 To determine which type of technology through people want to touch
with their colleagues.
 To know awareness level of hike messenger and WhatsApp.

LITERATURE REVIEW:
INTRODUCTION:
As we know the use of internet has increased greatly and internet has become
one of the easiest and cheapest sources of communication there are many
messaging and chatting applications coming up. There are already many
applications available for communication. The oldest one we use is electronic
mails. Other applications available are the various social websites. SMS. Mobile
Chatting applications and much more. The chatting applications added with
mailing service allow the live chat. The transfer of messages takes place within
seconds. Here the numbers of people communicating are two.

DETAIL STUDY:
Prof.Jachandeep Singh (April. 2014) has found in his research "Mobile
messaging through android phones: an empirical study to unveil the reasons
behind the most preferred mobile messaging application used by college going
students" Mobile chatting is the most popular services over mobile phone
networks. This paper intended to explore customers' intention to use Mobile
P a g e 14 | 48
Messaging Applications (MMA) in India. The current study found that
perceived expressiveness, perceived usefulness. perceived enjoyment and
assortment of services to have significant relationship with intention to use
MMA. This indicates that Indian students use mobile messaging to express
themselves, to pass the time and assortment of the services in MMA.
Perceived usefulness also plays a significant role in student's intention to use
MMA.

According to Nurvitadhi research (2002), reported that each country had a

unique characteristics of mobile phone usages, such as the differing reasons
for mobile phone ownership and showed that respondents think that their
mobile phone is very useful with e-mail/SMS capability as the most popular
features used. According to Hoflich (2005). SMS is very popular among
teenagers where it is seen as a low- priority channel of communication.
Kopomaa (2005) argued that due to the cheapness and asynchronous text
messaging is priority channel of communication. In addition. Donna and Fraser
(2004) reported that using SMS indirectly changes respondents' attitude. It also
revealed that SMS service is easy to use, useful and the texts received from
friends can affect their emotions and feelings. Another study by Pedersen and
Nysveen (2002) found that factors such as easy to use, useful. fun and
expressive nature are the main determinants for using messengers. Anckar et
al.

The research was done to test the theoretical framework based on the
previous study. Exploratory Factor Analysis extracted six factors initially, but
two factors did not obtain loadings of 0.40 or higher and hence those two
factors were eliminated. Examination of the rotated factor loadings, the scree
plot and eigen values indicated the optimal number of factors for the variable
set was four. The four factors were as: 1) Perceived Enjoyment 2) Perceived
Expressiveness 3) Perceived Usefulness 4) Assortment of Services. Students are
educated and aware with Mobile Messaging Applications and had adopted it in
their daily routine. The most popular MMA was "WhatsApp" and least popular
was "hike". Most of the respondents were having 241'7 internet connectivity
to their mobile phones so that they could use the MMAs anytime. All possible
variables were analysed in the most appropriate ways in achieving
successAccording to Prof.ArvinderKour. Mehta (April. 2015)"Influence of
P a g e 15 | 48
Online Chat App on Personal Development of Engineering Students" Students
are increasingly utilizing these social networks for friends" news feeds,
personal updates, events and activities, notes, and messages. According to an
extensive study by the Office of Communications (Ofcom) of the United
Kingdom, almost half (49%) of children aged 8-17 who used the Internet had
set up their own profiles on a social networking site Ofcom. (2008a): Dowdall.
(2009). Twitter and LinkedIn. The study concluded that numerous approaches
can be used to encourage amiability among students which leads to a positive
effect from SNSs users point of view. In a study conducted by Mazer et al.,
(2007) concluded that Facebook networking site is used by students more
frequently and faculty members. Recent data obtained from Facebook through
their spokesperson. showed that approximately 297.000 users are university
faculty members, although there are pros and cons in each case. While the
researcher agrees on both negative and positive impact of social media and
academic performance. our aim was to broaden the scope of thinking of
decision makers to reflect on the realities and to create and maintain a system
that can changestudents" attitude that will promote quality image and improve
upon performance. After a critical review of various literatures on social media,
the researchers could identify that thereare gaps in knowledge as far as the
negative effect of the use of "WhatsApp- and student’s performance especially
in Engineering Institutes of Nagpur City, and that merits a closer investigation.

Research Gap:
In the literature review we found the various research papers on the
Comparative study on chatting application, but we didn't find any research
paper on the Comparative study between WhatsApp and Hike. So, to fulfil this
gap, we had undertaken a research on comparative study on customer
preference between WhatsApp and hike messenger of Kadi city (WhatsApp vs.
Hike). For this purpose, we had taken Kadi area.

P a g e 16 | 48
METHODOLOGY:
RESEARCH DESIGN: In this our comparative research, I have used
descriptive design,and, in this design,I have used cross sectional design. It
involves the collection of information from any given samples of population
elements only once.Cross sectional design is further divided into two types
single cross sectional and multiple cross sectional.I have used multiple cross-
sectional design.

SOURCES OF DATA:
PRIMARY DATA:It has been collected directly from samples respondents
through questionnaire and with the help of interview.

SECONDARY DATA:Website,Journals, Magazines, articles, Books, Project

reports

DATA COLLECTION METHOD:Questionnaire

POPULATION:College going students, Youth & Professionals using

Smartphones(M/F)

SAMPLING FRAME:Kolkata area

SAMPLING METHOD:Non-probability: Convenience Sampling Method

SAMPLING FRAME:Kolkata area

SAMPLING SIZE:100 respondents.

DATA COLLECTION INSTRUMENT:Questionnaire

ANALYSIS TOOLS:SPSS SOFTWARE, Microsoft Excel, Mean, Average.

LIMITATIONS OF STUDY
 This study is only applicable to kolkata area.
 this is study is done on the basis of the data provided by the
respondents.
 Respondent Bias was one of the major informations of research and
there might not be perfect positive response from all the respondents.

P a g e 17 | 48
 CHAPTER # 2

CONCEPTUAL FRAMEWORK

 ADAVANTAGES:

 DISADVANTAGES:

P a g e 18 | 48
Advantages of using messaging app:
It may be any one of the following —

 No Hidden Cost: Once download the application, can use it to chat as

much as one want. Send a million messages a day for free! WhatsApp
uses Internet connection: 3G/EDGE or Wi-Fi when available. First year
FREE! ($0.99 USD/year after) now it is completely free.
 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 Messenger on his/her smartphone
will 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 conversation 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. at 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 usemame? 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.
 Free calling: Now WhatsApp offering their users free of cost calling
WhatsApp to WhatsApp.

P a g e 19 | 48
  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 the last time
was 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 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.
(Patel. March. 2014)

P a g e 20 | 48
Disadvantages of using messaging app:
 Everything having a plus point also has some negative points too. So
here are some of the disadvantages of this brilliant app:
 You can chat to friends that only have smart phones supporting this
application and to friends having their account on whatsapp. you can
just send 100 messages in a month to friends not having whatsapp on
their phone.
 You must have access to internet to send and receive messages for free
and receive messages are also not sent to the phone inbox.
 You need to pay $0.99 for renewal after every year.
 Your profile picture is visible to every person having your contact
number and using this app, whether known by you or not.

P a g e 21 | 48
CHAPTER # 3

PRESENTATION OF DATA,
ANALYSIS & FINDINGS

P a g e 22 | 48
 1. Do you want to be in touch with people by using
technology?

Particular Frequency Percentage

Yes 100 100%
No 0 0%
Total 100 100%

Want to touch with people by using

technology

Yes
No

100%

Interpretation:
Here the above question is qualifying question. The above question was asked
to know people really want to connect with their peers, friends, and family
members by using technology. The above table & pie chart show that all 100%
respondent wants to connect with people by using technology. Thebasic
reason behind it is increased smart phone users and increased internet usage
in India.

P a g e 23 | 48
 2. What do you prefer more for staying in touch with
people on your phone? (rank 1 to 5)

Instant Voice Video

Particular SMS Email
messaging app calls calls
1 28 45 10 12 6
2 28 17 18 22 14
3 26 18 20 21 13
4 10 10 23 35 17
5 8 10 29 10 50
Total 100 100 100 100 100
Score= Sum
of (Rank* 470 432 681 619 798
Frequency)
Rank 2 1 4 3 5

What do you prefer more for staying in

touch with people on your phone
120

100 8 Series5
10 10
10 10 29 Series4
80
18 35 50 Series3
26
60 23 Series2
17 Series1
40 28 21 17
20
45 22 13
20 18
28 14
10 12 6
0
Instant Voice calls Video calls SMS Email
messaging
app

Interpretation
The above question is rank type question. the above question was asked to
know by which technology through people want to connect with their
colleagues E.g. Voice calls, SMS, email etc. The above chart and table show that
most people use voice call least people use email. voice call makes easier for
people for this no require internet connection or Wi-fi, immediately people can
talk each other.

P a g e 24 | 48
 3.Which social messaging app do you use?

Particular Frequency Percentage

User Non-User Total User (%) Non-User (%) Total (%)
WhatsApp 97 3 100 97 3 100
Facebook 95 5 100 95 5 100
Wechat 33 67 100 33 67 100
Hike 79 21 100 79 21 100
BBM 3 97 100 3 97 100
Yahoo 8 92 100 8 92 100
Messenger
Line 21 79 100 21 79 100
Viber 20 80 100 20 80 100
Other 14 86 100 14 86 100

Which app they are using

100
90
80
70
60 User
Non-User
50
40
30
20
10
0
1 2 3 4 5 6 7 8 9

Interpretation:
The above question is multiple choice question. The above question was asked
to know which type of application people are using. The above table and chart
show that 98.5% people are using WhatsApp and 95% people are using
Facebook and 3rd position on hike with 78.5%.Facebook is older than
WhatsApp and Hike, although WhatsApp has captured the whole market from
being their competitors.

P a g e 25 | 48
 4.Rank the following chatting application according to your
preference.
Yahoo
Facebook
Particular BBM WeChat Line Tango Viber Hike Hangouts Messenge WhatsApp
Messenger
r
1 1 10 1 3 0 12 1 10 1 68
2 2 5 3 5 7 28 2 42 3 17
3 5 10 7 4 3 30 5 23 3 3
4 10 20 17 7 6 10 6 4 6 4
5 11 18 24 6 14 5 7 4 8 2
6 10 10 11 13 14 5 19 4 10 1
7 13 10 12 15 14 3 18 2 10 2
8 13 5 7 14 14 2 13 5 18 0
9 20 10 8 21 13 2 18 4 14 1
10 15 2 10 12 15 3 11 2 25 2
Total 100 100 100 100 100 100 100 100 100 100
Score =
Sum of
( Rank*
Frequency
) 1414 954 1191 1423 1418 702 1392 665 1482 359
Rank 7 4 5 9 8 3 6 2 10 1
(Rank 1 to 10)

Interpretation:
In the above table out of 100 Rank Application
consumers 68 have given 1st rank to WhatsApp.
It shows
120 that consumers more prefer WhatsApp. Many people liked simple
user100
interface of WhatsApp. After consumer have given 2nd rank to Facebook
80
60
P a g e 26 | 48
40
20
0
at e go er e s r r
M in ik ut ge ge pp
 ok o
bo ho
ce Ya
Fa

messenger. The main reason behind it Facebook is much older than other app
and offer website through chatting with people.

P a g e 27 | 48
5. Do you have HIKE and WHATSAPP both in your smart
phone?

Frequenc Percentag
Particular y e
Yes 62 62%
No 38 38%
Total 100 100%

Do you have whatsapp and hike

both in your smartphone?

Yes
No
39%

61%

INTERPRETATION:
The above question was asked to know how many people keep WhatsApp and
hike in their smart phone. The above table and pie chart show 61% have
WhatsApp and hike both application in their smart phone. While 39% people
say that they don't have both application.

P a g e 28 | 48
6. If your answer is NO then which one you are not
using right now?

Frequenc Percentag
Particular y e
Hike 39 39%
WhatsApp 1 1%
Not
Applicable 60 60%
Total 100 100%

If your answer is NO then which one you are not

using right now?

Hike
39%
Not Applicable
60%

WhatsApp
1%

Interpretation:
the above table and pie chart show that 39% people don't have hike or
WhatsApp while 61% people not applicable this thing.we haven't found
anyone who selected WhatsApp in our survey that means 100% people know
about WhatsApp and they have used this kind of app.

P a g e 29 | 48
7. Reason behind not using these app?

Interpretation:
Above table and chart shows that out of 100 respondents 61 respondent are
facing problem with hike while 0% people or nobody facing any kind of
problem with WhatsApp. In hike out of 61 respondents people faced
'consuming more RAM in smartphones or mobiles'.

P a g e 30 | 48
 8. How long do you have experience of using
WhatsApp and hike?

Particular Hike WhatsApp Total

Not applicable 36 0 36
Less than 1 year 33 15 48
1-2 years 21 26 47
2-3 years 8 35 43
More than 3
3 23 26
years
Total 100 100 200

Experience of using hike and whatsapp

Hike WhatsApp
40
35
30
25
20
15
10
5
0
1 2 3 4 5

Interpretation:
In hike out of 100 respondent 37 people not using hike any more. While 37 people have less than 1
year of experience and 21 people have 1-2 years of experience.

P a g e 31 | 48
 9. How would you rate hike direct features
provided by Hike?

Particular Answer
Very good 25
Good 45
Average 25
Bad 4
Very Bad 1
Total 100

Rate Hike direct feature

Bad Very Bad
4% 1% Very good
Average 25%
25%

Good
45%

INTERPRETATION:
Above chart and table shows that out of 100 people respondents 43(43%)
people have told that is "Good" feature. While nearly 26(26%)respondent have
rate is "very good" and "average" to hike direct feature. Where 4%(4) people
rated "bad" to hike direct feature.

P a g e 32 | 48
 10. Please mark your satisfaction level in relation to
following parameters:

For WhatsApp
Particular Mean
User Friendly interface 1.93
Group Chatting 1.82
Speed 1.98
Voice calls 2.43
Sharing (e.g. Video, audio, 2.14
photos, etc.)
Support different OS 2.7

S ati s f ac ti o n l e v e l f o r w h at s ap p
3
2.5
2
1.5
1
0.5
0
ce ng d l ls .) OS
fa ee ca tc
er a tti Sp ,e nt
in
t Ch ice to
s
er
e
ly p Vo ho iff
nd ou p d
ie Gr io
, rt
Fr ud p po
er o,
a Su
Us e
id
.V
.g
(e
g
a rin
Sh

Interpretation:
Here,we can see the mean score analysis of the various satisfaction level about
hike messenger. out of 100 people only 63 people using hike messenger. we
can easily identify that satisfaction level like user friendly interface, group
chatting, speed of sending message, voice calls, sharing photos, videos and
support different OS satisfied between highly satisfied and satisfied. Maximum
of the respondents were satisfied on the matter that support different OS.

P a g e 33 | 48
 For Hike Messenger
Particular Mean
User Friendly interface 1.15
Group Chatting 1.14
Speed 1.2
Voice calls 1.53
Sharing (e.g. Video, audio, 1.33
photos, etc.)
Support different OS 1.77

Sati sf acti on le ve l f or Hike

1.6
1.2
0.8
0.4
0
ce ng d l ls .) S
ee ca tc tO
rfa atti Sp , e
en
nte Ch ice os r
ly
i p Vo hot iff
e
nd ou ,p td
rie Gr io or
F ud pp
s er ,a Su
U deo
V i
.
.g
(e
g
a rin
Sh

Interpretation:
Here,we can see the mean score analysis of the various satisfaction level about
hike messenger. out of 100 people only 63 people using hike messenger. we
can easily identify that satisfaction level like user friendly interface, group
chatting, speed of sending message, voice calls, sharing photos, videos and
support different OS satisfied between highly satisfied and satisfied. Maximum
of the respondents were satisfied on the matter that support different OS.

P a g e 34 | 48
 11. Which one you most recommend to your family
member? Why?

Answer
Particular s
Hike 8
WhatsApp 92
Total 100

Hike
9%

Whatsapp
92%

Interpretation:
above chart and table shows that out of 100 respondents only 8(8%) people
wants to prefer hike to their peers, friends and family member. while out of
100 respondents 92(92%) people wants to prefer WhatsApp to their peers, and
family member. The main reason given by respondent is simple interface of
application, no need to access email for just sending photos, videos, etc." for
hike the main reason is "Provide more security, faster than WhatsApp, more
features than WhatsApp, conference call"

P a g e 35 | 48
12. GENDER:

Particular Answer
Male 94
Female 6
Total 100

6%

Male
Female

95%

Interpretation:
this data analysis shows the gender of different respondents. From the above
chart it is analysed that out of 100, majority belong to the 94% of male and 6%
of female.

P a g e 36 | 48
13. Age:

Particular Answer
Below 18 years 28
19-25 35
26-30 25
31-35 10
36-40 2
More than 40
years 0
Total 100

140

120

100

80

60

40

20

0
Below 18 19-25 26-30 31-35 36-40 More than 40
years years

Interpretation:
above question is asked to the respondent to find out common age group which is using instant
messaging application. Above chart show that 19 to 25 years age group more tends to use this
instant messaging application.

P a g e 37 | 48
14.Occupation:

Particular Answer
Service 18
Business 14
Student 62
Profession 2
Self-employed 3
Total 100

Profession Self-employed
3% 3%

Service
18%

Service
Business Business
14% Student
Profession
Self-employed

Student
63%

Interpretation:
above question is asked to the respondent to know occupation of respondent.
Above table and graph shows 62% belonging from student while 18%
belonging from profession and self-employed.

P a g e 38 | 48
15. Education:
Particular Answer
Less than SSC 3
SSC 11
HSC 36
Graduate 35
Post Graduate 15
Total 100

Less than SSC SSC HSC Graduate Post Graduate

4%
15% 11%

35% 36%

Interpretation:
the above question is asked to the respondent to know customer education
level.above table and pie-chart show that 36% and 35% respondent gave
graduate and HSC level education.while 15% people have post graduate level
education.

P a g e 39 | 48
CHAPTER # 4
FINDINGS AND OBSERVATIONS:

CHAPTER CONTENTS:
Positive Findings & Observations
Negative Findings & Observations

P a g e 40 | 48
4.1. Positive Findings and Observations
 All 200 respondent want to stay in touch with people by using
technology.
 as per our research most of people prefer more staying in touch with
people by using technology mode is "Voice call" and second one is
"Instant Messaging App" and last ranked got "email" it may because it is
time consuming.
 most of the respondent are giving first priority to whatsapp.
 Most of people are using whatsapp more than 3 years.
 we found majority of people used whatsapp because it has simple
interface than other apps.
 we haven't find anyone who tells us he/she doesn't know about
whatsapp.
 as per our research 42 respondent claim that for hike "not enough friend
using the same application" so we are not using it.
 most of people tell us that hike provides more securities than
whatsapp,mostly when they are using Wi-fi.
 whatsapp and facebook is much older and have captured whole market
although hike got 3rd position in rank in research.
 on the basis of IM aulternatives there are many app available which
provides same and more feature than hike and whatsapp which is we
chat, Line, Skype, Dingtone,Viber etc. and these are the most competitor
in market.
 out of the respondent most of people satisfied with user interface of
whatsapp, in hike most of respondent highly satisfied with user interface
of hike messanger.
 most of people using hike more less than 1 years, now hike become
popular with their offline chatting feature.
 out of 200 respondent 13 people don't know about hike messenger, it
may lack of marketing.
 stant messaging application is student and those who knows little bit
English.
 only 8% people want to recommend hike messenger, where 92% people
want to recommend whatsapp.
P a g e 41 | 48
Negative Findings and Observations

 There many user of whatsapp tell us whatsapp does not

provide more security and
Leaks their data while using Wi-Fi
 While many user notice hike messenger consumer more RAM
on low ended device.
 On hike too many people give their response”not enough
friend using same application” so we are not using it.
 While some people don’t Know about hike which means hike
need to take care behind marketing.
 In hike most of people does not satisfied with supporting
different OS. Which means in some OS hike messenger is not
available so people can’t use it. The same things also applicable
for whatsapp.
 Our of 127 respondent of hike 5 respondent find voice calls is
not good in hike.
 Where in whatsapp out of 200 respondent only 8 respondent
highly dissatisfied with voice calls of whatsapp.

P a g e 42 | 48
CHAPTER # 5

conclusion
Throughout the study we came to know that Whatsapp has been
in market for quite some thime and is being used by most and
offers simple interface for text messenger. With increasing
smartphone market Whatsapp has captured the market but Hike
Messanger still new although they have beat Wechat, line, yahoo
messenger, BBM and Viber and Got 3rd ranked in our research. It
shows that Hike company doings something innovating to beat
their competitor but company has to keep innovating to maintain
the satisfactory level of existing customer.

In our research we have found that people are using many

competitor applications which are Viber, wechat, Line. These kinds
of application provide more facilities than whatsapp and hike. The
new feature provided by hike messenger most of people like this
because it does not require internet connection of Wi-Fi, this
feature also have offline sending files without any size limit. This
makes hike messenger distinct in instant messaging application.

P a g e 43 | 48
 CHAPTER #6
Bibliography

Comparative survey on Latest Mobile application for customer Preference. (2015, march).

International Journal of Computer Trends and technology (IJCTT), 158. Retrieved

from http://www.ijcttjournal.org

Definition of social networking site. (n.d.). Retrieved from pcmag:

http://www.pcmag.com/encyclopedia/term/55316/social-networking-site

hike Messenger. (2016, January 18). Retrieved from Wikipedia:

https://en.wikipedia.org/wiki/Hike_Messenger

Mehta, A. K. (2015, April). Influence of Online Chat App on personal Development of

Engineering

Students. International Journal of Emerging Research in Management & Technology,

Volume – 4(Issue-4),96

Muftahu Baba Abubakar, e. (Mar, 2015). Comparative survey on Latest Mobile application
for

CustomerPreference. International Journal of Computer Trends and Technology

(IJCTT), 156. Retrieved from http://www.ijcttjournal.org

Patel, K. M. (March, 2014). “CUSTOMER SATISFACTION TOWARDS WHATSAPP”. Sidhpur .

Reference Books:

Marketing Research- By Malhotra Naresh K, Fifth Edition.

Website:

https://www.whatsapp.com/

https://hike.in/

https://en.wikipedia.org/wiki/WhatsApp

P a g e 44 | 48
 QUESTIONNAIRE

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

 Yes
 No

2. What do you prefer more for staying in touch with people on your phone? (Rank 1 to 5)

1. Instant Messaging Apps _____________

2. Voice Calls _____________
3. Video Calls _____________
4. SMS _____________
5. Email _____________

3. Which social messaging app do you use?

 WhatsApp
 Facebook Messenger
 WeChat
 Hike
 BBM
 Yahoo Messenger
 Line
 Viber
 Other ______________

4. Rank the Following chatting application according to your preference. (Rank 1 to 10)

1. BBM _________ 6. Hike _________

2. WeChat _________ 7. Hangouts _________
3. Line _________ 8. Facebook Messenger _________
4. Tango _________ 9. Yahoo Messenger _________
5. Viber _________ 10. WhatsApp _________

5. Do you Hike and WhatsApp both in your smartphone?

 Yes
 No

6. If your answer is No then which one you are not using right now?

 Hike
 WhatsApp

P a g e 45 | 48
7. Reasons behind not using these app?

Reasons for not using Hike/ WhatsApp app Hike WhatsApp

Did not know such app is Existed
Not enough friends using the same Application
No data plan? Lack of easy access to Wi-Fi
Consume more RAM
Large size of app

8. How long do you have the experience of using Hike and WhatsApp?

Particular Hike WhatsApp

Less than 1 year
1-2 year
2-3 year
More than 3 Year

9. How would you rate Hike Direct feature provided by Hike?

(Skip if you are not using Hike)

 Very Good
 Good
 Average
 Bad
 Very Bad

10. Please mark your satisfaction level in relation to following parameters:

For WhatsApp

Particular Highly Satisfied Neutral Dissatisfied Highly

satisfied Dissatisfied
User friendly
interface
Group
chatting
Speed
Voice calls
Sharing (e.g.
Video, audio,
photos, etc.)
Support
different OS

P a g e 46 | 48
For Hike
Particular Highly Satisfied Neutral Dissatisfied Highly
satisfied Dissatisfied
User friendly
interface
Group
chatting
Speed
Voice calls
Sharing (e.g.
Video, audio,
photos, etc.)
Support
different OS

11. Which one you most recommend to your friends and family members? Why?

 Hike
 WhatsApp

Why?

________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
_____________

Demographic Details

Name:……………………………………………………………………………

Address: …………………………………………………………………………

Contact Number: ……………………………………………………………

Email Address: ………………………………………………………………

12. Gender

 Male  Female

P a g e 47 | 48
13. Age

 Below 18 Years  31-35

 19-25  36.40
 26-30  More than 40 years

14. Occupation

 Service
 Business
 Student
 Profession
 Self-Employed

15. Education

 Less than SSC

 SSC
 HSC
 Graduate
 Post Graduate

Thanks for giving your valuable time

P a g e 48 | 48