International Journal of Innovative Research in Management Studies (IJIRMS)

Volume 4, Issue 12, August 2020. pp.134-144.

A STUDY ON PROBLEMS FACED BY USERS OF ZOOM APPLICATION IN

BANGALORE
Sariga.T1, Mr. Angel Chakraborty2, Dr.M.Gurusamy3
1
Final Year MBA Student, PG Department of Commerce and Management Studies, Brindavan College, Bengaluru
2
Assistant Professor, PG Department of Commerce and Management Studies, Brindavan College, Bengaluru
3
Professor and Head, PG Department of Commerce and Management Studies, Brindavan College, Bengaluru
Email: 1sarigaramesan97@gmail.com, 2angel.chakraborty@gmail.com, 3gurusamyphd@gmail.com

Abstract—E-learning is mostly used in the present scenario to gain more knowledge other than direct lecturing,
seminars, training etc. Zoom app is a e-learning technique which is used for learning through video conferencing,
recording, audio, screen sharing like images, graphs, and charts etc to get knowledge. The zoom application has some
security and the privacy issues so that the users are facing some problems regarding the zoom application in Bangalore.
The biggest problem in zoom meeting are Zoom bombing, Sketchy Installers, Dubious encryption, Questionable Routing
and the common problems that the users face are the audio and video problems, screen sharing, echoes during a call,
receiving email messages from zoom, network connection etc. In the zoom research study both primary as well as the
secondary data are been taken and the primary data is taken through questionnaires from 100 respondents and secondary
data are been taken using websites, newspapers, magazines etc. The area for zoom research is taken within the Bangalore
city itself using tables and charts with percentage. The findings and suggestions of the research is to improve the overall
quality of the zoom application with new updating. The zoom user’s satisfaction and their requirements have to be taken
in consideration for the safety and security of the users.
Keywords—E-Learning, Privacy, Quality Services, Security, Zoom Application.

INTRODUCTION
Zoom app is a e-learning technique which is used for learning through video conferencing, recording, audio, screen
sharing like images, graphs, and charts etc to get knowledge. Zoom is a web-based device which can be used through the
mobile device or the desktop for the purpose of online meeting for the users of zoom application.
The zoom application has some security and the privacy issues so that the users are facing some problems regarding the
zoom application in Bangalore. Some of the common problems that the users face are the audio and video problems,
screen sharing, echoes during a call, receiving email messages from zoom etc. The network is another issue for the
connecting of zoom meeting. When there is low network connection the video and audio quality appear blurry and
pixelated in the zoom meeting which affects the user in the getting the information from the zoom meeting.
The biggest problem in zoom meeting are:
➢ Zoom bombing- Zoom bombing is a cyberattack in which the hackers enter the meeting without the host allow
to attend the meeting. The hackers enter the chat rooms to drop hated images and use unwanted languages in the
meeting which creates distractions among others who participates in the meeting.
➢ Sketchy Installers- The installers use a technique of getting the data from the user’s personal password without
the knowledge of the user. The user will not be able to find that they have lost their personal data and information
from their system.
➢ Dubious encryption- The dubious encryption is regarding the chat messages. The users can send the messages,
pictures, screenshots, emojis and the files when the zoom has enabled encrypted chat. Through the encryption
keys the hackers collect the data of the user.

ISSN: 2455-7188 (Online) www.ijirms.com

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 A Study on Problems Faced by Users of Zoom Application in Bangalore
➢ Questionable Routing- The questions are been asked that where the personal data of the users are going from
zoom app. The user’s personal data are been collected and it is been send to the social medias such as the
Facebook, WhatsApp etc.
➢ These are the biggest problem that the users are facing in the zoom app meetings. Sharing the meeting link
directly on social media will allow a stranger to join the meeting and the stranger can cause disorder in the
meeting session using unwanted images and saying unexpected things in the meeting.
IMPORTANCE OF THE STUDY
The importance of the study is to know the proper reason why the users are facing these security and privacy issues in
the meeting. The study is very much important to know the various problems among the zoom users because after getting
the complete data and the information about the problems faced by the users, the company can try to solve the complete
problems of the zoom users. Through this research we can identify the past and current issues happening in the zoom app
from the Bangalore users. And, can provide the required and important information about the safety of the zoom users in
Bangalore.
STATEMENT OF THE PROBLEM
The statement of the problem can be requiring correct passwords by the users for most zoom meetings in order to be safe
from security issues and be safe from hacking of our personnel data and information by others. The meeting link should
not be shared in the social media directly because sharing meeting link directly on the social media will allow the stranger
to enter the meeting and the stranger can cause any distractions in the meeting putting some vulgar images and create
useless talks in the meeting. When all the corrective measures are been followed while conducting a zoom meeting, the
zoom users can protect their data and be secure in conducting the meeting effectively without any distractions by the
strangers. So, all the Bangalore zoom users should be aware of the various privacy and security problems that happens in
the online meeting sessions.
NEED FOR THE STUDY
The study presents the analysis of the problems faced by the people who are using this zoom application in Bangalore
city. The study is needed to know the various problems, the security issues, that are been faced by the zoom application
users. And to know how the installers can get the personnel data from the users without the knowledge of the users. The
need of the study is to know the sufferance of the users regarding the expected and the unexpected problems and to know
how these problems occur in the zoom meetings. The users suffer main problems like zoom bombing, sketchy installers,
dubious encryption and questionable routing and the common problems like video, audio, screen sharing, low network
connection, unexpected messages from an unidentified person etc.
OBJECTIVES OF THE STUDY
➢ To identify the various problems faced by the zoom application users in Bangalore.
➢ To identify potential risk, security, and personal data theft issues.
➢ To understand how to use the zoom application system with safety and effectively.
SCOPE OF THE STUDY
The scope of this study is applicable everywhere in all businesses and institutions. The scope of this study involves e-
learning for students, industries, large, medium, and small businesses, company employees, IT sectors, universities,
institutions in Bangalore etc. This study is to make aware of these various problems to all the zoom users. The value of
the study is important for the safety and security issues of the Bangalore zoom users.
LIMITATIONS OF THE STUDY
➢ It has lack of security and privacy issues regarding the personal data of the users.
➢ It decreases the number of users using the zoom app.
➢ It decreases the quality of customer service.
REVIEW OF LITERATURE AND GAPS
A literature is a survey taken from various scholarly articles regarding any topic. In the articles of zoom app, the current
problems and the effect of users are been reported on day by day. A literature review shows the overall rating or reviews

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of zoom users on how much the users are comfortable in using the zoom app. A literature review is helpful in doing any
research paper because as per the related articles the review presents the current information and the research can be done
effectively.
➢ Naveen Menezes, Bangalore Mirror Bureau (May 19, 2020) The video conferencing zoom app is stopped in one
of the reputed schools in Bangalore (Kengeri) because when a female lecturer was taking class for pre- university
students, during an online class suddenly a vulgar video has been appeared in the screen. So, the online class
has to be stopped suddenly due to this zoom bombing by both the lecturer and the students. So, after this zoom
bombing incident the different app called Cisco WebEx has to be used by the faculty to take classes for the
students. It was also said that it was not sure this zoom bombing may be done by the students.
➢ Bhvishya Patel for Mail online (May 17, 2020) The users of zoom start reporting about the video issues daily
around 9 am. There were around 3043 people reported problems as per Down Detector. The American company,
the headquarters is in San Jose, California, had faced some issues that their members were not able to login ang
join in the meetings. In a day around more than 3,000 people were experiencing problem and they were reporting
about their service problems as per the Down Detector and real time problem. As per the reported issues around
77 percent said that they were facing issues regarding the video conferencing and many people faced the
problems on login that is about 21 percent people.
➢ Charlie Osborne (April 22, 2020) it was founded that zoom is not a good platform for the business and learning
enterprise because zoom is not good for virtual conference. Zoom is used for meetings for businessmen, lessons
for students and discussions for professionals. Zoom has created security problems and has unexpected growth
to the company. It is said that the iPhone user’s personal data is send to the Facebook even though the user does
not have a Facebook account. It also says that the end to end encryption had some of the problems with relate to
chat boxes. Later, it is said that they secure from the zoom hijacking and in the address bar the ID number will
not be shown.
➢ Vijaita Singh Yuthika Bharagava (April 17th, 2020) The Ministry of Home Affairs has announced that the video
conference on zoom is not safe. The cyber coordination centre had taken some set of measures for the users to
be safe. The MHA had noticed that the offices and officials of government use was not there.
➢ The CERT-IN of March 30 note said that the zoom has popularity in its videoconferencing, but it has insecurity
in zoom which results in cybercrime to access the personal details of the user. The CERT-IN of April 2 said that
in video conferencing many vulnerabilities were reported so this could make the attacker to get data and
information. So, the Ministry has said users to make powerful password and not to share any ID or password
links directly on social media.
➢ Boris Johnson (March 31, 2020) The zoom bombing happens when hackers the enters zoom and post porn
videos. So, he says that the password is not safe for zoom meetings due to its settings. And, do not allow any
participants to share the screen during the meetings. So, the zoom app has made changes in its settings for e-
learning to reduce privacy and security issues. And said that data is also leaked due to zoom contacts. To stop
sending data to Facebook, zoom app has recommended to update its iOS system.
RESEARCH METHODOLOGY
This is a descriptive study. The data is taken through both primary and secondary data. The sampling technique used is
convenience sampling and the instrument used for primary data collection is observation and questionnaires with total
number of samples taken as 100. The secondary data taken are from articles, journal, and newspapers. And the statistical
tools that are used are MS Excel, MS Word, Google Forms etc. for the Tables, charts, and graphs with MS Excel. This
research design is to describe the current situation of the zoom users facing in Bangalore.
DATA ANALYSIS
DATA ANALYSIS AND INTERPRETATION
The data is been collected from various sources to get the clear and exact picture of the zoom problems of the users. The
data is collected and formed as per the objective of the problems of the zoom users in Bangalore city. The zoom problems
have been known and made questionnaires as per the collected information and took response from the zoom users about
the problems faced by the zoom users in Bangalore.

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As per the respondent’s response the data analysis and interpretation of various questions are been shown clearly in the
tables. The below tables are the various feedback that the users are suffering through the zoom app.
TABLE 1: GENDER OF THE RESPONDENTS
SL No. Particulars No. of Respondents Percentage
1 Male 60 60%
2 Female 40 40%
Total 100 100%
Source: Primary Data
The above table show 60% of them are male and 40% of them are female respondents. Majority of the respondents are
male answered for the questionnaires.
TABLE 2: AGE OF THE RESPONDENTS
SL No. Particulars No. of Respondents Percentage
1 15-20 10 10%
2 20-30 67 67%
3 30-45 13 13%
4 45 and above 10 10%
Total 100 100%
Source: Primary Data
The above table shows, 10% belongs to age group from 15-20, 67% from age of 20-30, 13% from age of 30-40 and
remaining 20% are 45 years above people.
TABLE 3: EDUCATIONAL LEVEL OF THE RESPONDENTS
SL No. Particulars No. of Respondents Percentage
1 Secondary level 11 11%
2 Undergraduate 45 45%
3 Postgraduate 41 41%
4 PhD 3 3%
Total 100 100%
Source: Primary Data
The above table shows the educational level. secondary level respondents are 11%, undergraduates are 45%, postgraduate
are 41% and remaining 3% respondents are PhD.
TABLE 4: AWARE OF ZOOM APP
SL No. Particulars No. of Respondents Percentage
1 Yes 92 92%
2 No 8 8%
Total 100 100%
Source: Primary Data
Here the number of users aware of zoom app are 92% and the users not aware of zoom app are only 8%.

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TABLE 5: USING ZOOM APP REGULARLY

SL No. Particulars No. of Respondents Percentage
1 Yes 46 46%
2 No 29 29%
3 Maybe 25 25%
Total 100 100%
Source: Primary Data
The table has shown the regular users and non-regular users of zoom application. The regular users are 46%, the non -
regular users are 295 and the remaining 25% shows that they may or may not be a regular user of zoom app.
TABLE 6: FACING FOLLOWING PROBLEMS OF ZOOM APP
SL No. Particulars No. of Respondents Percentage
1 Audio and Video problems 48 48%
2 More participants 14 14%
3 Time limit 27 27%
4 Chat box 11 11%
Total 100 100%
Source: Primary Data
In the above table 48% of the respondents say that the audio and video problems they are facing, 14% say more
participants is the problem, 27% say time limit is the problem and 11% say chat box is the problem which they are facing
in zoom app.
TABLE 7: PROBLEMS FROM UNIDENTIFIED PERSONS
SL No. Particulars No. of Respondents Percentage
1 Yes 67 67%
2 No 33 33%
Total 100 100%
Source: Primary Data
The table is determined that the number of people who faced problems from an unidentified person are 67% and not faced
problems are 33% of people.
TABLE 8: TIME CONSTRAINTS FROM ZOOM APP
SL No. Particulars No. of Respondents Percentage
1 Yes 60 60%
2 No 40 40%
Total 100 100%
Source: Primary Data
The above table is determined that some people face problem in the limited time that is 60% of them face problem and
40% of them do not face any problem in the time.

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TABLE 9: ZOOM APP HELPFUL IN E-LEARNING
SL No. Particulars No. of Respondents Percentage
1 Dissatisfied 36 36%
2 Satisfied 64 64%
Total 100 100%
Source: Primary Data
The above table shows that how helpful is zoom app with reference to e-learning. In the table it shows the level of
dissatisfaction and satisfaction, the rating of dissatisfaction level is 36% and satisfaction level is 64%.
TABLE 10: ZOOM EFFECTIVE IN E-LEARNING
SL No. Particulars No. of Respondents Percentage
1 Yes 64 64%
2 No 36 36%
Total 100 100%
Source: Primary Data
The above table is showing that the number of people say that zoom is effective in e- learning and not effective in e-
learning. 64% of them say it is effective and 36% of them says it is not effective.
TABLE 11: QUALITY ON SCREEN SHARING EFFECTIVE
SL No. Particulars No. of Respondents Percentage
1 Yes 64 64%
2 No 36 36%
Total 100 100%
Source: Primary Data
The total number of people who says quality of screen sharing is effective are 64% and people who say not effective are
36% of respondents. Hence some people are not willing the quality on screen sharing is effective in e-learning.
TABLE 12: CHAT BOX USEFUL IN E-LEARNING
SL No. Particulars No. of Respondents Percentage
1 Yes 62 62%
2 No 38 38%
Total 100 100%
Source: Primary Data
The table shows the 62% of people say that chat box is useful in e-learning and 38% of people say that chat box is not
useful in e-learning.
TABLE 13: PROBLEMS FACING WITH ZOOM APP
SL No. Particulars No. of Respondents Percentage
1 Security issues 24 24%
2 Video conferencing 4 4%
3 Audio problems 12 12%

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4 Quality 9 9%
5 All the above 29 29%
6 Nil 19 19%
7 Others 3 3%
Total 100 100%
Source: Primary Data
The above table shows 24% face security problems, 4% face video conferencing, 12% face audio problems, 9% face
quality problem, 29% of the respondents face all the above problems, 19% say no problems they have and 3% has other
problems with zoom app.
TABLE 14: MAIN PROBLEMS IN ZOOM APP
SL No. Particulars No. of Respondents Percentage
1 Zoom bombing 13 13%
2 Sketchy installers 11 11%
3 Dubious encryption 15 15%
4 Questionable routing 17 17%
5 All the above 44 44%
Total 100 100%
Source: Primary Data
In the table it is shown that what are the main problems the users feel in zoom app. So, 13% of the users feel that Zoom
bombing, 11% of them feel that sketch installers, 15% of them feel dubious encryption, 17% of them says questionable
routing and 44% of them says all the above is the main zoom problems.
TABLE 15: AUDIO AND VIDEO CLEAR WITH REFERENCE TO E-LEARNING
SL No. Particulars No. of Respondents Percentage
1 Yes 46 46%
2 No 54 54%
Total 100 100%
Source: Primary Data
In the table it is shown that 46% of the users say yes and 54% of the users say no audio and video quality is not clear with
reference to e-learning.
TABLE 16: ZOOM CAUSE MORE PROBLEMS IN WHICH OF THE FOLLOWING
SL No. Particulars No. of Respondents Percentage
1 Mobile apps 47 47%
2 Desktop applications 13 13%
3 Both 24 24%
4 None 16 16%
Total 100 100%
Source: Primary Data

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This is the table showing that users feel mobile apps are 47% of problems for zoom app, desktop applications are 13%,
24% of users say both and 16% of users say none of the app.
TABLE 17: SATISFIED USING ZOOM APP IN iOS OR ANDROID
SL No. Particulars No. of Respondents Percentage
1 Highly satisfied 4 4%
2 Satisfied 60 60%
3 Dissatisfied 27 27%
4 Highly dissatisfied 9 9%
Total 100 100%
Source: Primary Data
In the above table it shows the satisfaction level of the user using in iOS or android. Highly satisfied level is 4%,
satisfaction level is 60%, dissatisfaction level is 27% and highly dissatisfaction level is 9%.
TABLE 18: PROBLEM IN VIDEO CONFERENCING
SL No. Particulars No. of Respondents Percentage
1 Yes 49 49%
2 No 51 51%
Total 100 100%
Source: Primary Data
The table showing the total number of users say the problems with video conferencing. 49% of yes and 51% of no by the
zoom users in Bangalore.
TABLE 19: SHOWING SCALES FROM STRONGLY AGREE TO STRONGLY DISAGREE
SL Strongly Strongly
Statements Agree Neutral Disagree Percentage
No. agree disagree
1 Privacy and security are main
29 42 19 6 4 100%
problems
2 Installers get users personal data
20 43 29 5 3 100%
without users’ knowledge
3 Sharing meeting link directly on
social media will allow strangers 31 37 25 3 4 100%
to join meeting
4 If hackers enter to your system, it
makes hackers to access other 23 40 27 6 4 100%
parts of your computer
5 Allowing the meeting hosts to
track attendees creates privacy 21 36 28 10 5 100%
issues

Source: Primary Data

The table shows the percentage on how much the respondents strongly agree, agree, be neutral, disagree and strongly
disagree in the security and privacy related issues and how hackers attack personal data and spread the data of the user to
others.

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TABLE 20: ZOOM BOMBING IN ZOOM APP

SL No. Particulars No. of Respondents Percentage
1 Strongly agree 11 11%
2 Agree 58 58%
3 Disagree 28 28%
4 Strongly disagree 3 3%
Total 100 100%
Source: Primary Data
The above table shows zoom bombing is main problem they are facing. 11% strongly agree, 58% agree, 28% disagree
3%strongly disagree.
TABLE 21: LOGIN PROBLEMS WITH ZOOM APP
SL No. Particulars No. of Respondents Percentage
1 Often 21 21%
2 Rarely 60 60%
3 Never 19 19%
Total 100 100%
Source: Primary Data
The above table shows 21% face login problems often, 60% face rarely and 19% never faced login problems.
TABLE 22: VIDEO AND AUDIO QUALITY WITH LOW NETWORK CONNECTION
SL No. Particulars No. of Respondents Percentage
1 Strongly agree 18 18%
2 Agree 46 46%
3 Neutral 30 30%
4 Disagree 4 4%
5 Strongly disagree 2 2%
Total 100 100%
Source: Primary Data
The table is showing about the audio and video quality problems with low network connection. The respondents say more
as agree, neutral, strongly agree, disagree, and strongly disagree in the network connection problem.
TABLE 23: VULGAR MESSAGES OR VIDEOS DISPLAYED IN ZOOM MEETING
SL No. Particulars No. of Respondents Percentage
1 Yes 26 26%
2 No 74 74%
Total 100 100%
Source: Primary Data
The table shows the respondents response on the whether they have faced vulgar messages or the videos during the zoom
app. Only some people have faced the problem on vulgar messages and most of the respondents say no they did not face
this problem.

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TABLE 24: SCHEDULING MEETING
SL No. Particulars No. of Respondents Percentage
1 Often 26 26%
2 Rarely 56 56%
3 Never 18 18%
Total 100 100%
Source: Primary Data
The scheduling meeting problem is shown in the table that is 26% people face often, 56% face rarely and 18% do not
face scheduling problem in the zoom app.
TABLE 25: SATISFIED IN USING ZOOM APPLICATION
SL No. Particulars No. of Respondents Percentage
1 Highly satisfied 7 7%
2 Satisfied 61 61%
3 Dissatisfied 23 23%
4 Highly dissatisfied 9 9%
Total 100 100%
Source: Primary Data
This table is showing the analysis of 7% highly satisfied, 61% of satisfied, 23% of dissatisfied and 9% of highly
dissatisfied by zoom users in zoom applications. This shows the overall satisfaction of zoom users in using the zoom app.
FINDINGS OF THE STUDY
➢ In the above study most of the people are aware of about the zoom app and they use the app regularly by both male
and female.
➢ Most of the users say that they have faced many problems from the zoom app like the security and privacy issues,
video and audio quality, time constraints, a greater number of people etc.
➢ In the study more than 1/2th of the people say zoom app is good in e-learning with good video and audio, screen
sharing and chat box. And the remaining percentage of people say that e-learning not effective in the zoom app.
➢ In the study most of the respondents say that 47% of the users are suffering problems in using mobile apps, 13%
users say desktop is having problem, 24% of users say both the mobile apps and the desktop is having problems and
remaining 16% users say that they do not face any problem in both the mobile apps or desktop apps.
➢ Most of the users are satisfied in using zoom app in their iOS or android because it is easy for the user to carry
wherever they want and use whenever their need.
➢ The respondents say that they face login problems in the zoom app while joining the meeting and after joining the
meeting they faced vulgar images and videos from an unidentified person.
➢ In the study over all 61% of the respondents say they are satisfied using the zoom app 23% are dissatisfied, 9% are
highly dissatisfied and only remaining 7% users are highly satisfied using this zoom app.
5.1 SUGGESTIONS / RECOMMENDATIONS OF THE STUDY
➢ The problems of zoom app have to be taken in consideration by the zoom company for the safety and security of
the users.
➢ The overall quality of the zoom application has to be improved for the better conducting of meetings through zoom
app.

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➢ Building of more protection to the privacy and security issues can make the zoom application to run smoothly
without any distractions in online sessions.
CONCLUSIONS
From my research study I can conclude that the problems faced by the users of zoom application in Bangalore is due to
the privacy and the security issues. Through zoom app meeting the user can conduct the meeting using audio, video,
recording, chat box, sharing various images etc. The study says that the zoom users were facing many problems like the
audio and video problems, echoes during any call, screen sharing etc. The biggest problem of zoom app is zoom bombing,
questionable routing, dubious encryption, and sketchy installers. These problems are very dangerous to the zoom users
while the zoom meeting that is been conducted. So, the users should be very safe while the online session. Due to corona
virus lockdown many people are doing their job from their home itself and the students are studying through online.
When there is increase in the zoom users the hackers enter and stole the personal data of the users without their knowledge
and create many privacy related issues with the zoom users. Therefore, the problems faced by the zoom users in Bangalore
has to be strictly considered for the privacy and security of the zoom users. And, has to take some corrective measures
regarding the problems that the users are regularly facing from the hackers. So, this can make the zoom app effective and
bring successful growth in the business.
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