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Abstract:

Purpose – The purpose of this paper is to discuss the importance of usability and overall user satisfaction when comparing performance of different search engines.

Design/methodology/approach – The study described in this paper starts from an investigation of existing methodologies for evaluating search engines in order to find out what are the most important factors for users to decide which system to use when searching the World Wide Web.

Findings – This study confirmed that usability and popularity are closely linked. This study has shown that no one-search engine holds the key to ultimate search results. Just as there is cultural, political and geographical differences in the world's population, there are a number of search engines to fit the individual needs of every net citizen. Whereas results, precision, recall and reliability are the factors which participants prize highly, regardless of all other aspects. It was found that the speed of search engine results has become a high priority to participants.

Research limitations/implications – Number of participants was limited and although some questions were confusing to some individuals, a majority of questionnaires were completed in a satisfactory fashion.

Originality/value – This paper describes a usability study involving different search engines looking at links between popularity and usability.

Keywords:

Customer satisfaction, Search engines, User interfaces

Article Type:

Research paper

Article URL:

http://www.emeraldinsight.com/10.1108/00242530710736000

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