WhatsApp Usage in the Workplace among SME Employees in Metropolis

Abstract

Purpose – As cellphones have become increasingly prevalent, instant messaging apps have surged in popularity. People's communication and business activities are altering as a result. This study looked into the use of WhatsApp in the workplace, with an emphasis on SMEs in Malaysia's Selangor and Kuala Lumpur metropolises. Design/methodology/approach – The study explored the use of WhatsApp in the workplace using a quantitative approach, with data collected via Google Forms. Thus, this study analyzed data using SPSS on the main variables after obtaining responses from 100 SMEs employees. Findings – From the quantitative perspective, the findings show a significant relationship between information, entertainment, work needs, social motives, and gratifications derived through WhatsApp usage. In general, the study found that when it comes to utilising WhatsApp in the workplace, SMEs employees' main motivations are work-related. Research limitations/implications – Our study examined at how SME employees in two Malaysian cities used WhatsApp. This paves the possibility for comparable research to be conducted in other Malaysian states and countries to gain further insights by comparing contexts and places. Future research should differentiate the gratifications acquired while analysing the level of satisfaction with using WhatsApp in the workplace, and can take a longitudinal or qualitative approach. Originality/value –This study has filled a gap by addressing instant messaging application knowledge in a Malaysian working perspective by testing the chosen variables as motives for usage and comparing it to other motives based on the Uses and Gratifications theory. The findings underscored that employees’ needs had been the main motives of using WhatsApp in the workplace amongst SME employees.