3.0) Marketing Research This survey is conducted online from 3/11/12 till 6/11/12.

A total of 50 respondents have been collected. The questions in the survey were drafted to accordingly to understand the perceptions, satisfaction and expectations of Internet and Google users. We have highlighted a few issues which would be further discussed in the following section 3.1) Perceptions

Has the Internet substitued these products?

50 40 30 20 10 0 Printed media Broadcasting media Face-to-face communication Phone calls 45 19 Yes 37 13 36 14 32 18 No

The results show that the internet is a powerful tool that has integrated into peoples daily lifestyle activities. The development of technology has outgrown the pace of various products and channels. Printed media includes newspapers and magazines that purport to deliver information in an economic way. The advancement of the internet which lowered the cost of internet usage has caused people to switch to this medium. Broadcasting media perhaps is similar to the Internet, but the Internet allows users to choose the content without being disrupted by advertisements. Internet has reduced face-to-face communication among people and tend to spend more time on social media websites, like Google+. Finally,products like Google Talk and Skype has allowed people to communicate without much charge as compared to the phone.

Most important organisational aspect

15% 8% 15% 49% 13% Purpose Process Management & leadership Corporate culture Resources

Majority of the respondents (49%) reflected that Googles most important organizational aspect would be its process. This includes aspects like technology and innovation and the effectiveness in implementing it. Management and leadership as well as the companys resources are the second most essential aspects which serve as the backbone of the organization. Googles distinctive leadership model (triumvirate structure) has manage to deliver growth to the company. Resources in terms of finance, for example is also very important in funding various projects. The purpose is closely aligned with Googles mission statement to organize the worlds information and make it universally accessible and useful. Despite this, Google has developed with products related to productivity. Lastly, Googles corporate culture, like peer-review and the 20% rule is ranked lowest among other aspects.

Users' preference of search engine

Yahoo! 2% Ask.com 0% Bing 0%

Google 98%

Google holds the dominant position in the search engine market, followed by Yahoo! (2%). This is probably due to the relevance of search results and performance of the search engines. This results is on par with the Googles global market share of 88%. 3.2) Satisfaction

Users' satisfaction
100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% 11 30 39 22 36 34 26 22 16 9 24 25 Extremely satisfied Satisfied Dissatisfied Exteremely dissatisfied

The above products are chosen to assess the satisfaction level of users. Google search engine is ranked first, followed by Google Chrome and YouTube. Google Chrome is claimed as the fastest internet browser compared to its competitors, while YouTube has a stable and large base of audience. 3.3) Expectations

Changes to improve Google

4% 14% 11% Design Performance Interactivity Variety 71%

Google needs to improve its performance in terms of speed and relevance of search results. The increase in variety of Googles products could attract and retain users by facilitating

them in their intended tasks. Googles clean and simple platform design which has been the same since its establishment may make its users lose enthusiasm. The respondents reflected that Googles interactivity need not much attention to pay on. This is probably Googles automated system in handling enquiries and feedback.