Service quality of Internet search engines

With the development of information technology, search engines are widely u sed as tools to find useful information from the Internet, However, most se arch engines were developed on the basis of technical requirements and with out much consideration for the customer's perspective. The purpose of this study is to consider quality issues of Internet search engines and hence he lp the designers to improve quality from the customer's point of view. Base d on the service dimensions and factors studied in a previous paper, a seri es of statistical analyses were carried out. Major problems were studied, t ogether with suggestions for further improvement. Although each search engi ne has its own strong and weak points, the important quality factors identi fied in this paper should be very helpful not only to the designers, but al so to the users for selecting suitable search engines.