A

COMPREHENSIVE PROJECT REPORT

ON

CONSUMER SATISFACTION TOWARDS ANDROID AND IOS

SUBMITTED TO:

L.J. INSTITUTE OF M ANAGEMENT STUDIES

IN PARTIAL FULFILLMENTOF THE REQUIREMENT OF THE

AWARD FOR THE DEGREE OF

M ASTER OF BUSINESS ADMINISTRATION

IN

GUJARAT TECHNOLOGICAL UNIVERSITY

UNDER THE GUIDANCE OF

R AMZAN S AMA

(ASST.PROFESSOR)

SUBMITTED BY :

DIP ZALAVADIA (147290592154)

PRASHANT P ARAKHIYA (147290592104)

(B ATCH: 2014-2016)

MBA SEMESTER IV

L.J INSTITUTE OF MANAGEMENT STUDIES

AFFILIATED TO GUJARAT TECHNOLOGICAL UNIVERSITY

AHMEDABAD

1
 CERTIFICATE

Certified that this Comprehensive Project Report titled“A STUDY REPORT ON

CONSUMER SATISFACTION TOWARDS ANDROID AND IOS”is the bonafide work of
Dip Zalavadia (147290592154)and Prashant Parakhiya(147290592104)who carried
out the research under my supervision. I also certify further, that to the best of my
knowledge the work reported herein does not form part of any other project report or
dissertation on the basis of which a degree or award was conferred on an earlier
occasion on this or any other candidate.

Ramzan Sama

(Asst. Professor)

(Certificate is to be countersigned by the Director/HOD)

2
 DECLARATION

We, Dip Zalavadia and Prashant Parakhiya hereby declare that the Report for
Comprehensive Project titled “A STUDY REPORT ON CONSUMER SATISFACTION
TOWARDS ANDROID AND IOS” is a result of our work and our indebtedness to other
work publications, references, if any, have been duly acknowledged.

Place: Ahmedabad Dip Zalavadia

Date: Prashant Parakhiya

3
 ACKNOWLEDGEMENT

We are extremely thankful to our Director Dr. P.K.Mehta, Dean Dr. Siddharth Singh Bist
and Faculty guide Asst. Prof. Ramzan Sama for their valuable guidance and the help
they have provided us throughout our project we have undertaken. They were always
there to lend a helping hand and directed us towards proper attitude to develop the
project. They have always welcomed our queries and doubts regarding the project work
and also in the subjects they have taken with the great interest to teach us. Without their
help and right guidance the completion of the project would have been very difficult.

The level of knowledge they possess has covered entire aspects of the management
expertise in the different fields particularly in our project related to Marketing and HR.
We are also thankful to our college L.J INSTITUTE OF MANAGEMENT STUDIES for
offering us such a great subject that binds all the knowledge we have gain through this
comprehensive project.

4
 PREFACE

The GUJARAT TECHNOLOGICAL UNIVERSITY maintains a reputation for up-to-date

curriculum, quality teaching, empirical research, consulting and publications. It brings
together talented youth and highly qualified and experienced teachers. It provides
relevant knowledge, skills, and motivation to succeed. The program of the L.J
INSTITUTE OF MANAGEMENT STUDIES is highly regarded by employers both in
India and overseas, as its programs bland modern theory with current practice.

The MASTER OF BUSINESS ADMINISTRATION (MBA) program is broad-based

management program providing in depth understanding to students in technical, human
and conceptual skills. For the same it imparts a unique, comprehensive project report to
its students, with helps them to get in the corporate culture and to step towards a
brightening career.

Comprehensive project report is helpful in having practical knowledge; the project report
is helpful to every student.

5
 TABLE OF CONTENTS
No. Contents Page No.
1 INTRODUCTION OF IOS 7

2 INTRODUCTION OF ANDROID 12

3 MAJOR COMPETITIORS OF 19
OPERATING INDUSTRY

4 INTRODUCTION OF THE STUDY 22

Literature Review 23

Background of the Study 26

Problem Statement 28

Objective of the Study 29

Research Methodology 30

5 ANALYSIS AND INTERPRETATION 31

6 FINDINGS OF THE STUDY 55

7 SUGGESTIONS OF THE STUDY 57

8 CONCLUSION OF THE STUDY 59

9 LIMITATIONS OF THE STUDY 61

10 BIBLIOGRAPHY 63

11 ANNEXURE 65

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CONSUMER SATISFACTION TOWARDS IOS AND ANDROID

INTRODUCTION OF IOS

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iOS (originally iPhone OS) is a mobile operating system created and developed by
Apple Inc. and distributed exclusively for Apple hardware. It is the operating system that
presently powers many of the company's mobile devices, including the iPhone, iPad,
and iPod touch. In October 2015, it was the most commonly used mobile operating
system, in a few countries, such as in Canada, the United States, the United Kingdom,
Norway, Sweden, Denmark, Japan, and Australia,[8] while iOS is far behind Google's
Android globally; iOS had a 19.7% share of the smartphone mobile operating system
units shipped in the fourth quarter of 2014, behind Android with 76.6%. However, on
tablets, iOS is the most commonly used tablet operating system in the world, while it
has lost majority in many countries (e.g. the Africa continent and briefly lost Asia).

Originally unveiled in 2007, for the iPhone, it has been extended to support other Apple
devices such as the iPod Touch (September 2007), iPad (January 2010), iPad Mini
(November 2012) and second-generation Apple TV onward (September 2010). As of
January 2015, Apple's App Store contained more than 1.4 million iOS applications,
725,000 of which are native for iPads. These mobile apps have collectively been
downloaded more than 100 billion times.

The iOS user interface is based on the concept of direct manipulation, using multi-touch
gestures. Interface control elements consist of sliders, switches, and buttons. Interaction
with the OS includes gestures such as swipe, tap, pinch, and reverse pinch, all of which
have specific definitions within the context of the iOS operating system and its multi-
touch interface. Internal accelerometers are used by some applications to respond to
shaking the device (one common result is the undo command) or rotating it in three
dimensions (one common result is switching from portrait to landscape mode).

iOS shares with OS X some frameworks such as Core Foundation and Foundation Kit;
however, its UI toolkit is Cocoa Touch rather than OS X's Cocoa, so that it provides the
UIKit framework rather than the AppKit framework. It is therefore not compatible with
OS X for applications. Also while iOS also shares the Darwin foundation with OS X,
Unix-like shell access is not available for users and restricted for apps, making iOS not
fully Unix-compatible either.

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 HISTORY

In 2005, when Steve Jobs began planning the iPhone, he had a choice to either "shrink
the Mac, which would be an epic feat of engineering, or enlarge the iPod". Jobs favored
the former approach but pitted the Macintosh and iPod teams, led by Scott Forstall and
Tony Fadell, respectively, against each other in an internal competition, with Forstall
winning by creating the iPhone OS. The decision enabled the success of the iPhone as
a platform for third-party developers: using a well-known desktop operating system as
its basis allowed the many third-party Mac developers to write software for the iPhone
with minimal retraining. Forstall was also responsible for creating a software developer's
kit for programmers to build iPhone apps, as well as an App Store within iTunes.

The operating system was unveiled with the iPhone at the Macworld Conference &
Expo, January 9, 2007, and released in June of that year. At first, Apple marketing
literature did not specify a separate name for the operating system, stating simply what
Steve Jobs claimed: "iPhone runs OS X" and runs "desktop applications" when in fact it
runs a variant of [Mac] OS X, that doesn't run OS X software unless it has been ported
to the incompatible operating system. Initially, third-party applications were not
supported. Steve Jobs' reasoning was that developers could build web applications that
"would behave like native apps on the iPhone". On October 17, 2007, Apple announced
that a native Software Development Kit (SDK) was under development and that they
planned to put it "in developers' hands in February". On March 6, 2008, Apple released
the first beta, along with a new name for the operating system: "iPhone OS".

On September 5, 2007, Apple released the iPod Touch, which had most of the non-
phone capabilities of the iPhone. Apple also sold more than one million iPhones during
the 2007 holiday season. On January 27, 2010, Apple announced the iPad, featuring a
larger screen than the iPhone and iPod Touch, and designed for web browsing, media
consumption, and reading iBooks.

9
In June 2010, Apple rebranded iPhone OS as "iOS". The trademark "IOS" had been
used by Cisco for over a decade for its operating system, IOS, used on its routers. To
avoid any potential lawsuit, Apple licensed the "IOS" trademark from Cisco.

By late 2011, iOS accounted for 60% of the market share for smartphones and tablets.
By the end of 2014, iOS accounted for 14.8% of the smartphone market and 27.6% of
the tablet and two-in-one market. As of February 2015, StatCounter reported iOS was
used on 23.18% of smartphones and 66.25% of tablets worldwide.

SOFTWARE UPDATES
Apple provides major updates to the iOS operating system approximately once a year
via iTunes and also, for devices that came with iOS version 5.0 or later, over the air.
The latest version is iOS 9, which is available for the iPhone 4S, iPhone 5, iPhone 5C,
iPhone 5S, iPhone 6, iPhone 6 Plus, iPhone 6S, iPhone 6S Plus, iPad 2, the third and
fourth generation iPad, the first and second generation iPad Air, the iPad Pro, the first,
second, third and fourth generation iPad Mini, and the fifth and sixth generation iPod
Touch. The OS update was released on September 16, 2015.

Before the iOS 4 release in 2010, iPod Touch users had to pay for system software
updates. Apple claimed that this was the case because the iPod Touch was not a
'subscription device' like the iPhone (i.e., it was a one-off purchase). Apple said it had
'found a way' to deliver software updates for free to iPod Touch users at WWDC 2010
when iOS 4 was unveiled.

10
 MARKET SHARE
iOS is the second most popular mobile operating system platform in the world, after
Android. On tablets, iOS is generally most popular.

By the middle of 2012, there were 410 million devices activated. At WWDC 2014, Tim
Cook said 800 million devices had been sold by June 2014.

During Apple's quarterly earnings call in January 27, 2015, Apple announced that they
have now sold one billion iOS devices since 2007 (a little less than Android sold in 2014
only.

11
INTRODUCTION OF ANDROID

12
Android is a mobile operating system (OS) currently developed by Google, based on the
Linux kernel and designed primarily for touchscreen mobile devices such as
smartphones and tablets. Android's user interface is mainly based on direct
manipulation, using touch gestures that loosely correspond to real-world actions, such
as swiping, tapping and pinching, to manipulate on-screen objects, along with a virtual
keyboard for text input. In addition to touchscreen devices, Google has further
developed Android TV for televisions, Android Auto for cars, and Android Wear for wrist
watches, each with a specialized user interface. Variants of Android are also used on
notebooks, game consoles, digital cameras, and other electronics. As of 2015, Android
has the largest installed base of all operating systems.

Initially developed by Android, Inc., which Google bought in 2005, Android was unveiled
in 2007, along with the founding of the Open Handset Alliance – a consortium of
hardware, software, and telecommunication companies devoted to advancing open
standards for mobile devices. As of July 2013, the Google Play store has had over one
million Android applications ("apps") published, and over 50 billion applications
downloaded. An April–May 2013 survey of mobile application developers found that
71% of developers create applications for Android, and a 2015 survey found that 40% of
full-time professional developers see Android as their priority target platform, which is
comparable to Apple's iOS on 37% with both platforms far above others. At Google I/O
2014, the company revealed that there were over one billion active monthly Android
users, up from 538 million in June 2013.

Android's source code is released by Google under open source licenses, although
most Android devices ultimately ship with a combination of open source and proprietary
software, including proprietary software required for accessing Google services. Android
is popular with technology companies that require a ready-made, low-cost and
customizable operating system for high-tech devices. Its open nature has encouraged a
large community of developers and enthusiasts to use the open-source code as a

13
foundation for community-driven projects, which add new features for advanced users
or bring Android to devices originally shipped with other operating systems. At the same
time, as Android has no centralised update system most Android devices fail to receive
security updates: research in 2015 concluded that almost 90% of Android phones in use
had known but unpatched security vulnerabilities due to lack of updates and support.
The success of Android has made it a target for patent litigation as part of the so-called
"smartphone wars" between technology companies.

HISTORY
Android, Inc. was founded in Palo Alto, California in October 2003 by Andy Rubin (co-
founder of Danger), Rich Miner (co-founder of Wildfire Communications, Inc.), Nick
Sears (once VP at T-Mobile), and Chris White (headed design and interface
development at WebTV) to develop, in Rubin's words, "smarter mobile devices that are
more aware of its owner's location and preferences". The early intentions of the
company were to develop an advanced operating system for digital cameras. Though,
when it was realized that the market for the devices was not large enough, the company
diverted its efforts toward producing a smartphone operating system that would rival
Symbian and Microsoft Windows Mobile. Despite the past accomplishments of the
founders and early employees, Android Inc. operated secretly, revealing only that it was
working on software for mobile phones. That same year, Rubin ran out of money. Steve
Perlman, a close friend of Rubin, brought him $10,000 in cash in an envelope and
refused a stake in the company.

In July 2005, Google acquired Android Inc. for at least $50 million, whose key
employees, including Rubin, Miner and White, stayed at the company after the
acquisition. Not much was known about Android Inc. at the time, but many assumed
that Google was planning to enter the mobile phone market with this move. At Google,
the team led by Rubin developed a mobile device platform powered by the Linux kernel.
Google marketed the platform to handset makers and carriers on the promise of

14
providing a flexible, upgradable system. Google had lined up a series of hardware
component and software partners and signaled to carriers that it was open to various
degrees of cooperation on their part.

Speculation about Google's intention to enter the mobile communications market

continued to build through December 2006. An earlier prototype codenamed "Sooner"
had a closer resemblance to a BlackBerry phone, with no touchscreen, and a physical,
QWERTY keyboard, but was later re-engineered to support a touchscreen, to compete
with other announced devices such as the 2006 LG Prada and 2007 Apple iPhone. In
September 2007, InformationWeek covered an Evalueserve study reporting that Google
had filed several patent applications in the area of mobile telephony.

On November 5, 2007, the Open Handset Alliance, a consortium of technology

companies including Google, device manufacturers such as HTC, Sony and Samsung,
wireless carriers such as Sprint Nextel and T-Mobile, and chipset makers such as
Qualcomm and Texas Instruments, unveiled itself, with a goal to develop open
standards for mobile devices. That day, Android was unveiled as its first product, a
mobile device platform built on the Linux kernel. The first commercially available
smartphone running Android was the HTC Dream, released on October 22, 2008.

Since 2008, Android has seen numerous updates which have incrementally improved
the operating system, adding new features and fixing bugs in previous releases. Each
major release is named in alphabetical order after a dessert or sugary treat; for
example, version 1.5 "Cupcake" was followed by 1.6 "Donut". In 2010, Google launched
its Nexus series of devices – a line of smartphones and tablets running the Android
operating system, and built by manufacturing partners. HTC collaborated with Google to
release the first Nexus smartphone, the Nexus One. Google has since updated the
series with newer devices, such as the Nexus 5 phone (made by LG) and the Nexus 7

15
tablet (made by Asus). Google releases the Nexus phones and tablets to act as their
flagship Android devices, demonstrating Android's latest software and hardware
features. From 2013 until 2015, Google offered several Google Play Edition devices
over Google Play. While not carrying the Google Nexus branding, these were Google-
customized Android phones and tablets that also ran the latest version of Android, free
from manufacturer or carrier modifications.

From 2010 to 2013, Hugo Barra served as product spokesperson, representing Android
at press conferences and Google I/O, Google’s annual developer-focused conference.
Barra's product involvement included the entire Android ecosystem of software and
hardware, including Honeycomb, Ice Cream Sandwich, Jelly Bean and KitKat operating
system launches, the Nexus 4 and Nexus 5 smartphones, the Nexus 7 and Nexus 10
tablets, and other related products such as Google Now and Google Voice Search,
Google’s speech recognition product comparable to Apple’s Siri. In 2013, Barra left the
Android team for Chinese smartphone maker Xiaomi. The same year, Larry Page
announced in a blog post that Andy Rubin had moved from the Android division to take
on new projects at Google. He was replaced by Sundar Pichai who became the new
head of Android and Chrome OS, and, later, by Hiroshi Lockheimer when Pichai
became CEO of Google.

In 2014, Google launched Android One, a line of smartphones mainly targeting

customers in the developing world. In May 2015, Google announced Project Brillo as a
cut-down version of Android that uses its lower levels (excluding the user interface),
intended for the "Internet of Things" (IoT) embedded systems.

16
 MARKET SHARE
According to a January 2015 Gartner report, "Android surpassed a billion shipments of
devices in 2014, and will continue to grow at a double-digit pace in 2015, with a 26
percent increase year over year." This made it the first time that any general-purpose
operating system has reached more than one billion end users within a year: by
reaching close to 1.16 billion end users in 2014, Android shipped over four times more
than iOS and OS X combined, and over three times more than Microsoft Windows.
Gartner expected the whole mobile phone market to "reach two billion units in 2016",
including Android.

According to a Statistica's estimate, Android smartphones had an installed base of 1.6

billion units in 2014, which was 75% of the estimated total number of smartphones
worldwide. Android has the largest installed base of any mobile operating system and,
since 2013, the highest-selling operating system overall with sales in 2012, 2013 and
2014 close to the installed base of all PCs. In the third quarter of 2013, Android's share
of the global smartphone shipment market was 81.3%, the highest ever, and the
Android share—led by Samsung products—was 81.3%.

By August 2015, two continents have gone mobile-majority, judged by web use
("desktop" has 51.6–56.7% use worldwide, depending on week or weekend use);
because of Android (see usage share of operating systems), that has majority use on
smartphones in virtually all countries (all continents have gone Android-majority,
including North America except for Oceania, because of Australia), with few exceptions
(all of which have iOS-majority); in the US Android is close to iOS, having exchanged
majority position a few times,[256] Canada and the following are also exceptions:
Japan, Philippines, Australia and the only exceptions in Europe are the UK, Switzerland,
and the Nordic countries Danmark, Norway and Sweden.

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 PLATFORM USAGE
Charts in this section provide breakdowns of Android versions, based on devices
accessing the Google Play Store in a seven-day period ending on December 7, 2015.

Version Code name Release date API level Distribution

6.0 Marshmallow October 5 2015 23 0.5%

5.1.X Lollipop March 9 2015 22 13.2%

5.0-5.0.2 Lollipop November 3 21 16.3%

2014
4.4-4.4.4 Kitkat October 31 2013 19 36.6%

4.3.X Jelly bean July 24 2013 18 3.9%

4.2.X Jelly bean November 13 17 13.0%

2012
4.1.X Jelly bean July 9 2012 16 10.0%

4.0.3-4.0.4 Ice-cream December 16 15 2.9%

sandwich 2011
2.3.3-2.3.7 Gingerbread February 9 2011 10 3.4%

2.2-2.2.3 Froyo May 20 2010 8 0.2%

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MAJOR COMPETITORS OF OPERATING INDUSTRY

19
 Blackberry OS:-
Blackberry OS is the property of RIM (Research In Motion) and was first released in
1999. RIM has developed this operating system for its Blackberry line of
smartphones. Blackberry is much different from other operating systems. The
interface style, as well as the Smartphone design, is also different having a trackball
for moving on the menu and a qwerty keyboard.

Like Apple, Blackberry OS is a close source OS and is not available for any other
manufacturer. Currently, the latest release of this operating system is Blackberry OS
7.1 which was introduced in May 2011 and is used in Blackberry Bold 9930. It is a
very reliable OS and is immune to almost all the viruses.

Some of the smartphones operating on Blackberry OS are Blackberry Bold,

Blackberry Curve, Blackberry Torch and Blackberry 8520.

Windows OS:-
All of you will be familiar with Windows OS because it is used in computers all over
the world. Windows OS has also been used in mobile phones, but normal mobile
phone users find it a bit difficult to operate it but at the same time it was very popular
among people who were used to it.

This was the case until Nokia and Microsoft joined hands to work together. The
latest Windows release by Microsoft is known as Windows 7 which has gained
immense popularity among all kind of users. With its colorful and user-friendly
interface, it has given Windows OS a new life and is currently in demand all over the
world. Another reason behind its success is that this latest OS is used in very
powerful devices made by Nokia. The computer like look has totally vanished from
the windows phones with the release of Windows 7. Samsung and HTC also
released some Windows-based phones, but they could not many places in the
market.

Nokia Lumia series is completely windows based. Some of the latest Windows
Phones are Nokia Lumia 800, Nokia Lumia 900, Samsung Focus and HTC Titan 2.

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 Bada:-
Like others, Samsung also owns an operating system that is known as BADA. It is
designed for mid-range and high-end smartphones. Bada is a quiet user-friendly and
efficient operating system, much like Android, but unfortunately Samsung did not
use Bada on a large scale for unknown reasons.

The latest version Bada 2.0.5 was released on March 15th, 2012. There are only
three phones that are operating on Bada. These three smartphones are Samsung
Wave, Samsung Wave 2 and Samsung Wave 3. I believe that Bada would have
achieved much greater success if Samsung had promoted it properly.

21
INTRODUCTION OF THE STUDY

22
 Literature review:-
 Uddin, MohammedBelal; Akhter, Bilkis May 2012 his study seeks to explore
customer satisfaction and its influencing factors of the mobile phone operation
industry in India. Data were collected through a questionnaire survey from a
diversified representative sample. An iterated factor analysis with principal
component analysis (PCA) and structural equation modeling (SEM) including
measurement model and structural model were applied to analyze data.

 By Michael Oleaga Posted: Jun 13, 2013:- A new survey shows Apple and
Android users are very loyal to their respective smartphones.

 According to Retrovo's Gadgetology Report, Android and Apple owners were

"satisfied" with their phones and would not change to another device when they
plan to change smartphones.
Starting with Android owners, 63 percent surveyed said they will maintain with
getting an Android device when buying their next phone, a comfortable lead
against the 23 percent stating they would jump onto the iPhone boat. Of the
Android owners, 12 percent would rather be "undecided" compared to one
percent for Microsoft's Windows Phone platform.

 In regards to current iPhone owners, 81 percent would get an iPhone if they have
to buy another mobile phone. Only four percent of iPhone owners would make
the switch to Android, while a larger 14 percent went undecided. Microsoft's
Windows Phone saw a slight boost to five percent from iPhone owners.

 Android and iOS are very similar. They both are based hugely on their massive
application support and media. Digging beyond the skin and deep into the guts of
the operating systems, they begin to differ some, but for what most of the people
purchasing them are going to use them for, they will serve the exact same
purpose.

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 Apple's iOS is and always will be based on simplicity. You pick up an iPhone for
the first time and you already know how to use it. Minutes after you purchase the
phone, you scavenge the App Store for the best applications and all of the ones
your friends told you to download. This is where some of those differences come
into play. Not only is the iPhone simple to use, but most of the applications in the
App Store are visually beautiful. iOS is largely a media-driven operating system
and the App Store and users have a higher expectation of graphics and visuals in
their applications.

 Android, however, is not there yet. It is an open source operating system and the
Android Market is much more susceptible to low-quality applications and
applications with horrendous graphics. Google's Android was built with openness
in mind. One word describes the major difference between the two mobile
platforms, customization.

 Apple’s iOS 6 doesn’t appear to be doing the company any favors when it comes
to user satisfaction, according to a new poll conducted by mobile customer
research firm On Device. The survey of just under 16,000 iPhone owners in the
U.S. found that compared to iOS 5, those with iOS 6 were slightly less satisfied
with their devices. The drop is small, but still noteworthy because On Device
says this is the first time it’s seeing a drop in satisfaction.

 “We have always seen an increase in device satisfaction as consumer upgrade

their mobile operating system from one version to another,” On Device CEO
Alistair Hill explained in an emailed statement, adding that that’s also traditionally
been the case among Android OS versions. The company notes that especially
compared to the jump between iOS 4 and iOS 5, which shows strong
improvements, the drop from iOS 5 to iOS 6 seems especially unusual.
24
 Android is a relatively new platform. It is produced by Google, Inc., and its first
release was presented in 2007 (Meier, 2010). Android is installed on many
different mobile devices and its users can download Android apps and other
content through Google Play service, which replaced the old Android Market
(Bishop, 2012).

 This thesis discusses technologies incorporated in Android application

development and how they apply to the research problem. As the official Android
website describes this platform, “Android is a software stack for mobile devices
that includes an operating system, middleware and key applications” (“What is
Android,” 2012). Android provides the “core set of applications including an email
client, SMS program, calendar, maps, browser, contacts, and others” (“What is
Android,” 2012), while additional applications can be downloaded through
Google Play service (Bishop, 2012).

25
 Background of the study:-
Android IOS

Developer Google Apple Inc.

Initial release September 23, 2008 July 29, 2007

Source model Open source Closed, with open source

models

Easy media transfer depends on model with desktop application

Available on Many phones and tablets, iPod Touch, iPhone, iPad,

including Kindle Fire(modified Apple TV (2nd and 3rd
android), LG, HTC, Samsung, generation)
Sony, Motorola, Nexus, and
others. Also, Google Glasses
Messaging Google Hangouts iMessage

Video chat Google Hangouts Facetime

App store Google Play – 1,000,000+ Apple app store – 1,000,000+

apps. Other app stores like apps
Amazon and Getjar also
distribute Android apps.
(unconfirmed ".APKs")
Internet browsing Google Chrome (or Android Mobile Safari (Other
Browser on older versions; browsers are available)
other browsers are available)
Maps Google Maps Apple maps

26
Available language(s) 32 34

Device manufacturer Google, LG, Samsung, Apple inc

HTC, Sony, ASUS,
Motorola, and many
more
Latest version Android 6.0 IOS 9
(marshmallow)

27
 Problem statement

Present days…….

Everyone using the android mobile and IPhone also. Some people using their mobile
only for uses, while some person using mobile for status, others are using for
enjoyment with latest technology. The android and IPhone made the whole world in
the hands of the people. The trend of Android and IPhone mobile is very much on
high.

So, To know the Exact satisfaction of consumer towards these mobile system we
had done the survey on it.

28
 Oblective of the study

 To Find out the most popular features liked by the consumers for Android and
iOS Operating System.
 To Find out the limitation and problems faced by the consumers for both the
Operating System.
 To Study Consumer Satisfaction of Android and iOS on the following basis:
 Overall Performance
 Application
 Games
 Multitasking
 User Interface
 Upgradation

29
-

Research methodology

 SAMPLING METHOD

In this project the Sampling method used is Judgmental research design.

 SAMPLE SIZE

A Structured Questionnaire was used as the Research Instrument. The sample size
was 150.

 DATA COLLECTION

 PRIMARY DATA

A Structured Questionnaire was used as a way to collect Primary Data

in this Project Work.

 SECONDARY DATA

The main source of collecting secondary data in this project is Internet.

30
ANALYSIS AND INTERPRETATION

31
 1) Age group

Frequency Percent Valid Percent Cumulative

Percent

10-15 16 10.7 10.7 10.7

16-25 70 46.7 46.7 57.3

Valid 26-35 48 32.0 32.0 89.3

36 or more 16 10.7 10.7 100.0

Total 150 100.0 100.0

 From the above pie-chart, out of the total 150 respondents the 47% of the
respondents are between 16-25 year.
 32% of the respondents are between 26-35 year.

32
2) Occupation

Frequency Percent Valid Percent Cumulative

Percent

Employee 29 19.3 19.3 19.3

Student 88 58.7 58.7 78.0

Valid Service 22 14.7 14.7 92.7

Other 11 7.3 7.3 100.0

Total 150 100.0 100.0

 From the above pie-chart, it shows the 59% of the respondents are student
 20% of the respondents are employees & 15% of the respondents are service
men.

33
3) Gender

Frequency Percent Valid Percent Cumulative

Percent

Male 107 71.3 71.3 71.3

Valid Female 43 28.7 28.7 100.0

Total 150 100.0 100.0

 From the above pie-chart, it shows the 71% of the respondents are Male.
 And 29% of the respondents are Female.

34
4) Which mobile operating system are you using?

Percent Valid Cumulative

Percent Percent

Ios 49 32.7 32.7 32.7

Android 78 52.0 52.0 84.7

Valid
Other 23 15.3 15.3 100.0

Total 150 100.0 100.0

 From the above pie-chart, it shows the 52% of the respondents are using Android
mobile operating system.
 And 33% of the respondents are using Ios mobile operating system and
remaining are using other mobile operating system.

35
5) Which mobile operating system is good to use?

Frequency Percent Valid Percent Cumulative

Percent

Ios 53 35.3 35.3 35.3

Android 79 52.7 52.7 88.0

Valid
Other 18 12.0 12.0 100.0

Total 150 100.0 100.0

 From the above pie-chart, it shows the 53% of the respondents are prefer to
Android operating system.
 And 35% of the respondents are prefer to Ios operating system.

36
6) Overall Performance of Android Operating System.

Frequency Percent Valid Percent Cumulative

Percent

Very Satisfying 20 13.3 13.3 13.3

Satisfying 65 43.3 43.3 56.7

Neutral 40 26.7 26.7 83.3

Valid
Dissatisfying 18 12.0 12.0 95.3

Very Dissatisfying 7 4.7 4.7 100.0

Total 150 100.0 100.0

 From the above pie-chart, it shows the 43% of the respondents are satisfying
with the Android operating system.

37
7) Overall Performance of Ios Operating System.

Frequency Percent Valid Percent Cumulative

Percent

Very Satisfying 19 12.7 12.7 12.7

Satisfying 43 28.7 28.7 41.3

Neutral 53 35.3 35.3 76.7

Valid
Dissatisfying 28 18.7 18.7 95.3

Very Dissatisfying 7 4.7 4.7 100.0

Total 150 100.0 100.0

 From the above pie-chart, it shows the 35% of the respondents are neutral with
the Ios operating system.

38
8) Rating of Android OS on different aspects (User Interface)

Frequency Percent Valid Percent Cumulative

Percent

Excellent 24 16.0 16.0 16.0

Good 44 29.3 29.3 45.3

Neutral 37 24.7 24.7 70.0

Valid
Bad 36 24.0 24.0 94.0

Very Bad 9 6.0 6.0 100.0

Total 150 100.0 100.0

 From the above pie-chart, it shows the 30%of the respondents believes that good
user interface aspect of the android operating system.

39
9) Rating of Android OS on different aspects. (Multi-Tasking)

Frequency Percent Valid Percent Cumulative

Percent

Excellent 8 5.3 5.3 5.3

Good 29 19.3 19.3 24.7

Neutral 52 34.7 34.7 59.3

Valid
Bad 43 28.7 28.7 88.0

Very Bad 18 12.0 12.0 100.0

Total 150 100.0 100.0

 From the above pie-chart, it shows the 35%of the respondents believe that multi
tasking Features of the android operating system is neutral.

40
10) Rating of Android OS on different aspects ( Games)

Frequency Percent Valid Percent Cumulative

Percent

Excellent 19 12.7 12.7 12.7

Good 54 36.0 36.0 48.7

Neutral 49 32.7 32.7 81.3

Valid
Bad 22 14.7 14.7 96.0

Very Bad 6 4.0 4.0 100.0

Total 150 100.0 100.0

 From the above pie-chart, it shows the 36%of the respondents believe that
games of the android operating system is good.

41
11) Rating of Android OS on different aspects (Applications)

Frequency Percent Valid Percent Cumulative

Percent

Excellent 25 16.7 16.7 16.7

Good 47 31.3 31.3 48.0

Neutral 41 27.3 27.3 75.3

Valid
Bad 29 19.3 19.3 94.7

Very Bad 8 5.3 5.3 100.0

Total 150 100.0 100.0

 From the above pie-chart, it shows the 32%of the respondents believe that multi
tasking Features of the android operating system is neutral.

42
12) Rating of Android OS on different aspects (Upgradation)

Frequency Percent Valid Percent Cumulative

Percent

Excellent 14 9.3 9.3 9.3

Good 50 33.3 33.3 42.7

Neutral 41 27.3 27.3 70.0

Valid
Bad 36 24.0 24.0 94.0

Very Bad 9 6.0 6.0 100.0

Total 150 100.0 100.0

 From the above pie-chart, it shows the 33%of the respondents believe that up-
gradation of the android operating system is good.

43
13) Rating of Ios OS on different aspects (User Interface)

Frequency Percent Valid Percent Cumulative

Percent

Excellent 15 10.0 10.0 10.0

Good 38 25.3 25.3 35.3

Neutral 52 34.7 34.7 70.0

Valid
Bad 39 26.0 26.0 96.0

Very Bad 6 4.0 4.0 100.0

Total 150 100.0 100.0

 From the above pie-chart, it shows the 35%of the respondents believe that user
interface aspect of the Ios operating system is neutral.

44
14) Rating of Ios OS on different aspects(Multi-Tasking)

Frequency Percent Valid Percent Cumulative

Percent

Excellent 19 12.7 12.7 12.7

Good 36 24.0 24.0 36.7

Neutral 45 30.0 30.0 66.7

Valid
Bad 44 29.3 29.3 96.0

Very Bad 6 4.0 4.0 100.0

Total 150 100.0 100.0

 From the above pie-chart, it shows the 35%of the respondents believe that Multi-
tasking Feature of the Ios operating system is neutral.

45
15) Rating of Ios OS on different aspects(Games)

Frequency Percent Valid Percent Cumulative

Percent

Excellent 6 4.0 4.0 4.0

Good 28 18.7 18.7 22.7

Neutral 50 33.3 33.3 56.0

Valid
Bad 58 38.7 38.7 94.7

Very Bad 8 5.3 5.3 100.0

Total 150 100.0 100.0

 From the above pie-chart, it shows the 39%of the respondents believe that
Games of the Ios operating system is bad.

46
16) Rating of Ios OS on different aspects(Applications)

Frequency Percent Valid Percent Cumulative

Percent

Excellent 6 4.0 4.0 4.0

Good 31 20.7 20.7 24.7

Neutral 40 26.7 26.7 51.3

Valid
Bad 59 39.3 39.3 90.7

Very Bad 14 9.3 9.3 100.0

Total 150 100.0 100.0

 From the above pie-chart, it shows the 40%of the respondents believe that the
applications of the Ios operating system is Bad.

47
17) Rating of Ios OS on different aspects(Upgradation)

Frequency Percent Valid Percent Cumulative

Percent

Excellent 6 4.0 4.0 4.0

Good 23 15.3 15.3 19.3

Neutral 56 37.3 37.3 56.7

Valid
Bad 53 35.3 35.3 92.0

Very Bad 12 8.0 8.0 100.0

Total 150 100.0 100.0

 From the above pie-chart, it shows the 38%of the respondents believe that
Upgradation of the Ios operating system is neutral.

48
18) Best Features of Android Operating System.

Frequency Percent Valid Percent Cumulative

Percent

Android Market 41 27.3 27.3 27.3

Home Screen Customization 21 14.0 14.0 41.3

Voice Search 31 20.7 20.7 62.0

Valid
Smart Virtual Keyboard 28 18.7 18.7 80.7

Other 29 19.3 19.3 100.0

Total 150 100.0 100.0

 In our total no. of 150 respondents, there are 27% respondents like to
Android Market is the best feature of the Android operating system.

49
19) Best Features of Ios Operating System.

Frequency Percent Valid Percent Cumulative

Percent

iMessage 25 16.7 16.7 16.7

iCloud 37 24.7 24.7 41.3

iBook 21 14.0 14.0 55.3

Valid
ios Application 44 29.3 29.3 84.7

other 23 15.3 15.3 100.0

Total 150 100.0 100.0

 In our total no. of 150 respondents, there are 30% respondents like to
IOS application is the best feature of the IOS operating system.

50
  Objective : 1 overall performance of Android operating system impact with
age group

H0:- overall performance of Android operating system not impact with age group
H1:- overall performance of Android operating system impact with age group

ANOVA

Overall Performance of Android Operating System.

Sum of Squares df Mean Square F Sig.

Between Groups 4.471 3 1.490 1.441 .233

Within Groups 151.002 146 1.034

Total 155.473 149

 Here ANOVA shows that a P value is greater than 0.05 for overall performance
of android operating system. So null hypothesis are accepted.
 That is no association between age group has no significant impact on selection
of factor to overall performance of android operating system.

51
  Objective : 2 overall performance of Ios operating system impact with age
group

H0:- overall performance of Ios operating system not impact with age group
H1:- overall performance of Ios operating system impact with age group

ANOVA
Overall Performance of Ios Operating System.
Sum of Squares df Mean Square F Sig.

Between Groups 3.850 3 1.283 1.164 .326

Within Groups 161.010 146 1.103

Total 164.860 149

 Here ANOVA shows that a P value is greater than 0.05 for overall performance
of Ios operating system. So null hypothesis are accepted.
 That is no association between age group has no significant impact on selection
of factor to overall performance of Ios operating system.

52
  Objective : 3 Best feature of Android operating system impact with age
group

H0:- Best feature of Android operating system not impact with age group
H1:- Best feature of Android operating system impact with age group

ANOVA
Best Features of Android Operating System.
Sum of Squares df Mean Square F Sig.

Between Groups .952 3 .317 .142 .935

Within Groups 326.121 146 2.234
Total 327.073 149

 Here ANOVA shows that a P value is greater than 0.05 for best feature of
android operating system. So null hypothesis are accepted.
 That is no association between age group has no significant impact on selection
of factor to best feature of Android operating system.

53
  Objective : 4 Best feature of Ios operating system impact with age group

H0:- Best feature of Ios operating system not impact with age group
H1:- Best feature of Ios operating system impact with age group

ANOVA

Best Features of Ios Operating System.

Sum of Squares Df Mean Square F Sig.

Between Groups 10.002 3 3.334 1.851 .140

Within Groups 262.938 146 1.801

Total 272.940 149

 Here ANOVA shows that a P value is greater than 0.05 for best feature of Ios
operating system. So null hypothesis are accepted.
 That is no association between age group has no significant impact on selection
of factor to best feature of Ios operating system.

54
FINDINGS OF THE STUDY

55
 According to our survey, it shows that maximum respondents are using
Android operating system while only 32% of the respondents are using Ios
operating system.
 According to the survey respondents have an satisfying experience with overall
performance of android operating system while, moderate experience with Ios
operating system.
 In terms of user interface, maximum respondents have an good experience
with android OS while, respondents has moderate experience in Ios OS.
 In terms of multi-tasking, maximum respondents have an moderate experience
with android and Ios operating system.
 In terms of games, maximum respondents have an good experience with
android OS while, in Ios OS respondents has bad experience.
 In terms of applications, maximum respondents have an good experience with
android OS while, it has an bad experience with Ios OS.
 In terms of upgradation, maximum respondents have an good experience with
android OS while it has an bad experience with Ios OS.
 According to the survey, Android Market is the best feature of Android
operating system while Ios applications is the best feature of Ios operating
system.

56
SUGGESTIONS OF THE STUDY

57
 According to the survey we would suggest that the android should work more on
the home screen customization for the better result.
 We should also suggest that the Ios operating system should give some of the
popular games as free downloads.
 Ios operating system should also give as free applications which they are
charging extra money from the consumers.
 Android operating system should also improve more on the multi-tasking for the
better satisafaction of the consumers.
 Ios operating system should improve the result of applications and games for the
satisfaction of the consumers.
 Acoording to the survey, maximum number of peple prefer Android operating
system but then also it should improve more on multi-tasking for the better
satisfaction of the consumers.

58
CONCLUSION OF THE STUDY

59
 Hot-selling Android and iPhones have already conquered the consumer market,
and with users becoming accustomed to those devices, more people want to use
them for work.

 In the competitive environment where every second day a new technological

advancement takes places and the two cell phone giants Android and IOS are
pushing themselves every now and then to achieve excellence in their product.

 Today Android’s percentage share in the market is increasing at an increasing

rate on the other hand with apple 6S coming up in the market it is stealing all the
market shares. With the help of our research it is found that Google android is
rapidly taking its pace in the eyes of today’s youth and every person today wants
affordable and the best operating system which Android guarantees to provide to
its users.

 On the other hand Apple with its brand name and prestige value attached attracts
its target customers but is notable to come up with useful and more free
applications which Android based cell phone has in their store house.

60
LIMITATIONS OF THE STUDY

61
 The sample size taken is 150 which may be too small to generalize the data.
 Moreover respondents may be biased in response which may affect the findings.
 The geographical area covered is limited for the research.
 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.

62
BIBLIOGRAPHY

63
  http://www.diffen.com/difference/android_vs_ios
 http://www.digitaltrends.com/mobile/best-smartphone-os/
 http://www.phonearena.com/news/Apples-iOS-tops-the-
customer-satisfaction-charts-Android-holds-third-place_id20512

BOOKS AND AUTHORS

 Dr. T. Padma & K.P.C. Rao

64
 ANNEXURE
A Survey Questionnaire on “Consumer Satisfaction towards ios and android
operating system “

PERSONAL INFORMATION:

1. Age group?
a. 10-15 b. 16-25 c. 26-35 d. 36 or more
2. Occupation?
a. Employee b. Student c. service d. other
3. Gender?
a. Male b. Female

QUESTIONS:

a. Which mobile operating system are you using?

a. Ios b. Android c. other
b. Which mobile operating system is good to use?
a. Ios b. Android c. other
c. Overall Performance of Android Operating System.
a. very satisfying b. satisfying c. neutral

d. dissatisfying e. very dissatisfying

d. Overall Performance of Ios Operating System.

a. very satisfying b. satisfying c. neutral

d. dissatisfying e. very dissatisfying

e. Rating of Android OS on different aspects.

[rating between excellent=1,good=2,neutral=3,bad=4,very bad=5]

a. user interface b. multi-tasking c. games

d. applications e. upgradation

65
f. Rating of Ios OS on different aspects.

[rating between excellent=1,good=2,neutral=3,bad=4,very bad=5]

a. user interface b. multi-tasking c. games

d. applications e. upgradation

g. Best Features of Android Operating System.

a. android market b. home screen customization

c. voice search d. smart virtual keyboard e. other

h. Best Features of Ios Operating System.

a. iMessage b. iCloud c. iBook

d. ios Application e. other

66