Quality dimensions of Internet search engines

Searching for information from the Internet today has been made easier by t he widely available search engines. They will become more and more importan t for our daily life as our society enters the information age. However, th ere are many search engines and their number is increasing. It is of consid erable importance for the designer to develop quality search engines and fo r the users to select the most appropriate ones for their use. In fact, mos t search engines are developed mainly for better technical performance and there could be a lack of quality attributes from the customers' perspective , In this paper, we first provide a brief review of the most commonly used search engines, with the focus on the existing comparative studies of the s earch engines, Then, the quality dimensions of Internet search engines are viewed, based on a SERVQUAL framework, as it is important to look at qualit y from the customers' points of view. A list of important duality expectati ons by customers is identified anti grouped into five quality dimensions us ing the SERVQUAL model. The customer expectations identified in this paper will be of great help nut only to the designers for improving the seal:ch e ngines, but also to the users for selecting suitable ones.