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Service quality of Internet search engines

National University of Singapore, sunny_hw{at}hotmail.com

M. Xie

National University of Singapore

T. N. Goh

National University of Singapore

With the development of information technology, search engines are widely used as tools to find useful information from the Internet. However, most search engines were developed on the basis of technical requirements and without much consideration for the customer’s perspective. The purpose of this study is to consider quality issues of Internet search engines and hence help the designers to improve quality from the customer’s point of view. Based on the service dimensions and factors studied in a previous paper, a series of statistical analyses were carried out. Major problems were studied, together with suggestions for further improvement. Although each search engine has its own strong and weak points, the important quality factors identified in this paper should be very helpful not only to the designers, but also to the users for selecting suitable search engines.

Journal of Information Science, Vol. 25, No. 6, 499-507 (1999)
DOI: 10.1177/016555159902500606


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