Xie, M.; Wang, H.; Goh, T.N.: Quality dimensions of Internet search engines (1998)
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- Abstract
- Reviews the most common Internet search engines: AltaVista; Excite; InfoSeek; Lycos; HotBot and WebCrawler, focusing on the existing comparative studies of the search engines. Views the quality dimensions of the search engines, based on a SERVQUAL framework, in order to approach the problem from the users' viewpoint. Identifies and groups the most important quality expectations of users into 5 quality dimensions, using the SERVQUAL model: tangibles; reliability; responsiveness; assurance; and empathy
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