FACULY OF BUSINESS AND MANAGEMENT

(ICT500)
CRITICAL AND CREATIVE THINKING FOR INFORMATION TECHNOLOGY
SOLUTIONS

ASSIGNMENT 1:

EVALUATION OF AN IT ARTEFACT

(Google Search)

Prepared For:
MADAM HARSHIDA HASMY

Prepared By:

NAME STUDENT ID

LUQMANUL HAKIM BIN JOHARI 2020977427

Group
JBA2425B

Submission Date:
In the name of Allah S.W.T. The Most Gracious and The Most Merciful. I'd want to offer my
heartfelt gratitude to The Almighty God for bestowing upon me the blessings that enable me
to complete this duty with zeal. I'd like to offer my heartfelt gratitude to my Critical and Creative
Thinking for Information Technology Solutions’ lecturer, Madam Harshida Hasmy that puts out
her best effort to continue to promote and encourage the task's completion. I'd want to express
my heartfelt gratitude for the educational possibilities she has provided. Her wisdom and
guidance are what enabled me to complete this report from the beginning, asking questions
about everything I didn't understand until it was completed flawlessly. The time she has given
me to finish this assignment is also plenty for me to come up with some useful suggestions for
improving the report. I'd also like to thank my family and friends for their encouragement and
support in completing this endeavour, as well as for providing me with a wealth of material on
the subject that will aid me in continuing to work on it. In addition, I'd want to express my
gratitude to everyone who assisted me in any way throughout the creation of this assignment,
both directly and indirectly. Finally, all of the materials to which I cite have tremendously aided
me in providing information on this subject.

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 Table Of Content

Table of Contents
1.0 INTRODUCTION ........................................................................................................................... 3
2.0 ANALYSE FINDING USING DESCRIPTIVE STATISTICS .................................................... 4
2.1 PART A – BACKGROUND OF RESPONDENT ................................................................... 4
2.2 PART B – PERCEIVED USER SATISFACTION .................................................................. 8
3.0 PART C: COMMENTS / SUGGESTIONS ............................................................................... 16
4.0 Discussion..................................................................................................................................... 22
4.1 Is there any problem or issue with the Google Search? What is the problem? ............. 22
4.2 Are the users satisfied with the Google Search .................................................................. 22
4.3 What is your suggestion to improve user experience with Google Search? .................. 22
5.0 CONSLUSIONS AND OPINIONS ............................................................................................. 23
6.0 Appendices. .................................................................................................................................. 24

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1.0 INTRODUCTION

Google Search is a search engine provided by Google. Handling over 3.5 billion searches per
day, it has a 92% share of the global search engine market. It is also the most-visited website
in the world. The order of search results returned by Google is based, in part, on a priority
rank system called "PageRank". Google Search also provides many different options for
customized searches, using symbols to include, exclude, specify, or require certain search
behaviour, and offers specialized interactive experiences, such as flight status and package
tracking, weather forecasts, currency, unit, and time conversions, word definitions, and more.

The main purpose of Google Search is to search for text in publicly accessible documents
offered by web servers, as opposed to other data, such as images or data contained in
databases. It was originally developed in 1997 by Larry Page, Sergey Brin, and Scott Hassan.
In June 2011, Google introduced "Google Voice Search" to search for spoken, rather than
typed, words. In May 2012, Google introduced a Knowledge Graph semantic search feature
in the U.S. The application of Google Search can be downloaded in Apple Apps Store and
Google play store for free.

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2.0 ANALYSE FINDING USING DESCRIPTIVE STATISTICS
The purpose of survey data collection is to get information from the general public. Interviews,
focus groups, and other data collection methods can be used to supplement or replace survey
data. Employee engagement can be improved by using survey data to better understand buyer
behaviour and improve customer experiences.

I used a Google form as a survey tool to analyse usability and customer satisfaction with the
Google Search application for this project, and 77 users of the Google Search apps in
Malaysia responded to surveys provided in a Google form. This survey is divided into three
parts: part A for respondent background, part B for app perceived user satisfaction, and part
C for the user to remark or make suggestions on the app.

2.1 PART A – BACKGROUND OF RESPONDENT

Gender survey is one of the questions in the responder background. The goal of this question
is to determine which gender has the greatest impact on this mobile application. According to
the pie chart above, female respondents make up 59.7% of the total, while male respondents
make up the remaining 40.3 percent. It can be proven that Google Search application users
are quite balance between male and female.

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Based on the surveying age ranges, I can clearly identify the age group of the people who
took this survey, and I can theoretically obtain a lot of useful detail during the review of their
responses to reveal whether there is a clear relationship between age and subsequent
opinions and behavioural traits. Therefore, we can see that the majority of respondents
(88.3%) are between the ages of 20 and 25, with 7.8% being between the ages of 31 and
above. The remaining 3.9 percent of responders are between the ages of 26 and 30. It is
undeniable that the Google Search app is primarily used by teenagers and younger
generations.

According to the respondents' marital status, 87 percent are single, and 13 percent are
married. This question was included in my survey to learn more about the respondent's
background or to learn more about the participants with whom I contact and which groups of
people are more likely to use the Google Search application. It may also assist me in
planning or be used as evidence at the conclusion of this survey.

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m

The purpose of this survey question is to establish who among workers, self-employed people,
unemployed people, and students uses Google Apps the most. There is a substantial
difference in their responses when it comes to financial concerns. As a result, we can observe
that this questionnaire is mostly filled out by students (70.1%), followed by employed people
(23.4%).

In this survey 96.1% respondents state they are Google Search Apps users compare to 3.9%
non – users. Based on data from this survey, it can be concluded that most respondent are
the users of Google Search Apps. Therefore, Google Search Apps is quite popular and can
be considered as one of the most Apps that been use by users In Malaysia

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Based on frequency survey, majority of respondents (36.4%) consume Google Search Apps
5 hours and above. This followed by 31.2% respondents who use Google Search Apps by 3
– 4 hours. 24.7% respondent took 1-2 hours using this apps while 7.8% stated other. In
conclusion, we can summarize that most of users spend their time a lot using Google Search
Apps.

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2.2 PART B – PERCEIVED USER SATISFACTION

Most respondents in this survey (27.3%) have different view on how Google Search Apps were
simple to use and satisfied with it. Half of respondents very agree that Google Search Apps
were simple to use and satisfied with it, while half of it very disagree that Google Search Apps
were simple to use and satisfied with it. As a result, a total of 49.4% truly agreed that this apps
were simple to use compared to 40.3% disagree respondents. Meanwhile, 10.4% have neutral
view.

The most respondents agreed that the Google Search applications are easy to use, with
53.3% agreed with that statement while 39% respondents disagreed that. Meanwhile,7.8%
said they were neutral. Comparison of that percent it means that the Google Search apps is
easy to use in any case whenever to search any data regarding user’s interest. Disagreed
respondent occur possibly because they are unfamiliar with the apps or do not know how to
use them.

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Highest respondents voted that they are comfortable using Google Search apps where 50.7%
answered agreed. Besides,9.1% of respondents answered neutral so that can indicate that
most of the user is very comfortable using Google Search apps. In the presence of this
application, user can gain experience, good approach and more safety while using the mobile
apps and feel satisfied with the apps while for those 40.3% who answered not agreed might
unfamiliar and uncomfortable while using this apps.

The majority of those who responded agreed, with 13% agreeing and 37.7% strongly
agreeing, followed by 10.4% who said they were neutral. This demonstrates that the Google
Search apps was simple to learn, utilise, and locate. It could imply that Google Search apps
are designed with simple features and are user-friendly. 39% respondents who do not agree
with this question are likely newbies who have never explored the application's features.

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49.4% of respondents agree that the Google Search apps will help them become more
efficient. Because its availability of 24 hours a day, this application makes it simple for users
to learn how to make good purchasing selections regardless of where they are or what time
it is.

The diagram above shows how easy it is for a user to find the information they require.
According to the results, most respondents chose to very agree with the proportion of 52%
respondents who felt it was simple to get the information they needed. In the meantime, a total
of 41.6% respondents opposed. As a result, I may deduce that Google Search apps is very
helpful when users are looking for information they want at any time.

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A total of 50.7% responders agrees with the fact Google Apps information offered helps them
execute tasks and scenarios effectively with majority of respondents 31.2% strongly agree
that the information offered helps them execute tasks and scenarios effectively, according to
user satisfaction with the app. Meanwhile, 42.9% responders disagree with this statement.
Most responders considered the details provided when performing the activities and scenarios
to be highly beneficial, according to the data. Customers can search any nearest restaurant
for a dine for example.

The bar chart above shows whether the information on the Google Apps application screens
was organised clearly or not. According to the findings, most respondents (24.7%) strongly
agreed, which contribute to total of 41.6% responders agree with these statements.
Meanwhile, 40.3% responders voted for disagreeing. We can assume that there still quite high
number of responders that unfavoured with the organization of information on the Google
system screens.

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Furthermore, whether the Google Search applications is user-friendly is a concern. The
biggest percentage of respondents, 27.3%, said they strongly agree with these questions,
followed by 22.1% who said they completely agree. A total of 39% respondent y with this
statement. Based on the findings, I believe the Google Search applications offers an
interactive interface. This was illustrated when Google Search applications put a slide in front
of their app with advertising.

The bar chart above depicts the user's expectation of whether Google Search application
provided the most reliable and accurate data for users need. More responders agree with this
statement, with 27.3% completely agree and 22.1% strongly agree. Unfortunately, a total of
39% respondent argues with this statement. The disagree party may have bad experienced
while using Google Search such as wrong and inaccurate data given by Google.

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The bar chart above represents the user's anticipation that the Google Search application will
have all of the functionality and capabilities that they want. Most respondents 27.3% strongly
agree Google Search offer all the functionality, according to the responses. A total of 49.4%
agree with this, while 41.6% disagree. Google Search application, as far as I can tell, had
effective processes that satisfied users' expectations for the website.

As a result of this issue, respondents agreed that these apps help them complete all tasks or
provide the quickest way for them to complete any transaction, with 52% agreeing. Then,
about 6.5% responded neutrally, while 41.6% disagreed, perhaps because they often used
Google to solves their problem. In my opinion, Google Search help their users on how to solve
their problem and completing their tasks.

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The question is whether the application can easily and quickly recover if they make mistakes
when using the Google apps. In response, most respondents voted strongly disagree of 26%,
who do not believe the application can be easily retrieved if the consumer makes any
mistakes. In contrast 24.7% respondent strongly agree that Google Search can be easily
retrieved if the consumer makes any mistakes. Overall, there still quite number consumer that
do not know how to recover when making mistake using Google.

The diagram above depicts how Google protect their consumer private data. The data give
even number between strongly agree and strongly disagree at 24.7% while 15.6% users
choose to be neutral. Based on this data, we can conclude that many users felt their private
data such as address, phone number and occupation are leaked by Google.

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For this question, most of responder choose to be neutral 24.73%, while 20.8% strongly agree
and 22.1% choose to be strongly disagree. From this questionnaire we can concluded that
most user still unsure on whether Google can help users to generate income or not.

Finally, the bar chart above depicts users' overall satisfaction with the Google Search
application. As a result, most respondents 32.5% strongly agreed that they are fully pleased
with the Google Search application's operation, The conclusion I can draw is that the Google
Search app successfully provides the best app, especially for my respondents. However,
Google Search can also enhance their services since some customers can be unhappy and
complain with their app.

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3.0 PART C: COMMENTS / SUGGESTIONS

NO
No issue.
No
No
Nope
so far i have no problem with google
no
No, everything's fine
No, everything is working well
No
So far i have no issues because google helps me a lot for anything.
Nope
No
No.
No
No
N/A
no reason
The data that I have been search sometimes are very limited and cannot be found
accurately.
NO PROBLEM
Buffering
Did not get the result from what I had search for
Yes, sometimes there is no information that related to my research and it will make my task
become so difficult to done.
Yes. Some of the information cannot be find there. When it’s come to the history of some
places in the world, the information are not that accurate
Its convenient to use it and it suit for students to find their research things
No, Google is perfect for now
No
No
So far so good
No

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No
Yes, too many ads sometimes
No
No
Yes. If there's is poor internet connection I'll play skip dinasour.
no
No
NO
Not at all
I forgot my password so i cannot search any of information
No
No
No
No
no
my search always go to indonesia site
No
Facing about the server, sometimes internet server not allowed the website
Google search sometimes having difficulties to come up with relevant result regarding my
searches.
No
Yes. Some of the information was not accurate.
no
I have no issues since I did not download the app and just using the browser to use the
google
Sometimes the information that I search on google does not appear and not accurate
No
No
No
No, I have good experience using google
None
No, all good. I have the best experience while using it
No
Yes, sometimes it shows wrong route
no

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No
few times the images search didn't match with you look it for
No, i never have any issues in using google application.
no issues
No
No
yes
So far i dont have any problem in using google.
No
No
NO
no
No
No. So far Google is good to me

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Reduce ads
No comment, google helps me a lot.
No comment
As for now , I am comfortable using google search as my search engine
For me, I have no comments for it.
i loves how google took their user's privacy strictly
no comment
Try to arrange the top search from the most reliable to not reliable
Make google look more colorful and modernize
Allow users to custom their own theme.
For me, everything is good because google is a very good application. If want to improve
something maybe can change to more advanced.
Make interesting such as game to attract users
Update interface
Please make less cookies
Just perfect
I love google
NIL
no comments
Enhance the Google's search result to meet the needs of what user have been searching
for with many suggestions that reliable.
NO PROBLEM
-
Google has more convenience supporting apps
Please make sure what people search can easily found and from there we all can use it as
our references.
Improve the authenticity of the issues
Provide more relevant and current news
Google should analyze the information provided to avoid fake news
Make it smoother
�
Maybe can remove cookies or ads on certain searches on google
No
-
Reduce popup ads

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No comment
Google is really helps me while doing my work!
It's good and fast.
-
-
NO
Everything is good for now
Make more information about something
In my opinion , just improve their connection stability
Nothing
I like how Google updated its feature so that we can turn tabs into folder so that it is more
convenient for the users.
A good apps in searching information and news
nothing
so far have no idea
Be smart and don't be scammed
Improve the server to allow many people using
Google could improve their algorithm from time to time
No suggestions
Build a feature for detect the accuracy of an information search.
make it boom
Give an accurate result for the things that users are looking for.
I think google should reduce ads
Must easy for use and make easy guidelines
No
Nothing
I like its current interface and how easy it is to find information
None
Google have to cut off all the unnecessary ads that not related to the user
none
Improve on their map and route
no
Already good
In terms of user experience I think it was good enough but what I expected in the next term
that would be more supported devices (diverse platform) able to utilize the Google.

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Google is one of the impressive applications that suits everyone desire to search everything
they need.
It is good as it is, I used it every day
For me so far so good
No
searching is time consuming and some useful information are not easily accessible
In my opinion, maybe google can provide more high quality images or maybe HD images
for users.
No comment
No
Nothing
no have suggestion
Keep update the latest information and reduce frequent update apps
I suggest google to have an accurate information when I do searching

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4.0 Discussion

4.1 Is there any problem or issue with the Google Search? What is the
problem?

There are a few issues and ideas on the app that could help them improve their services by
reducing advertisements. Respondents also suggested that Google Search evaluate the data
provided in order to avoid bogus news.

4.2 Are the users satisfied with the Google Search

For me, everything is good because google is a very good application. If want to improve
something maybe can change to more advanced.

4.3 What is your suggestion to improve user experience with Google Search?

My suggestion is Google Search should keep up with the most recent information and limit the
number of times of update programmes. In addition, Google Search should keep their user
data in private and should not leaked their information to public.

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5.0 CONSLUSIONS AND OPINIONS

To summarise what has been said thus far, the majority of respondents in the study were
delighted with the Google Search application. The gender breakdown shows that females
made up the majority of the responders. The age factor also applies to the younger generation,
which spends more time online. Finally, the majority of customers acknowledge to using
Google Search Apps. In terms of satisfaction, the Google Search applications were rated
highly by the majority of respondents. They also agreed that the Google Search apps'
directions and features were straightforward and well-organized. According to nearly half of
them, using Google Search apps helps them make money. The Google Search apps are
likewise easy to use and navigate, with respondents indicating that they didn't need to learn
much before getting started. The Google Search applications were rated as basic and easy to
use by the majority of respondents.

In terms of suggestions, the Google Search app has no major flaws. However, there are a few
issues and ideas on the app that could help them improve their services by reducing
advertisements. Respondents also suggested that Google Search evaluate the data provided
in order to avoid bogus news. As a result, they recommend that Google Search should keep
up with the most recent information and limit the number of times of update programmes.

Finally, Google Search is a well-organized, practical, and convenient internet search engine
for mobile devices. In terms of the server, apps must maintain and improve their apps while
safeguarding user data. Overall, Google Search mobile apps are convenient, clean, easy, and
simple to use for every user.

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6.0 Appendices.

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