Questionnaire Factors Influencing Consumer Satisfaction Towards Online Shopping

FACTORS INFLUENCING CUSTOMER SATISFACTIONTOWARDS ONLINE SHOPPING Dear respondent, I, Nor Izyani binti Ma Hussin, is a student of Faculty of Business and Management, Universiti Teknologi MARA (UiTM) Puncak Alam, majoring in BBA (Hons) Retail Management, is conducting a research on the factors influencing customer satisfaction towards online shopping. Your responses are important for me to understand which of the factors would affect the customer satisfaction the most. This questionnaire will only take about 10-15 minutes to complete. Your answers are STRICTLY CONFIDENTIAL. The information collected will be used for academic purposes only. Thank you in advance for participating in this survey. Your cooperation and participation in this survey is highly appreciated. SECTION A: DEMOGRAPHIC Please choose and circle your answer. 1. What is your gender?* o Male o Female 2. 3. What is your age?* o 18-20 years old o o o 21-23 years old 24-26 years old 27 years old and above 4. 5. What is your highest level of education?* o Matriculation and below o o o Diploma Degree Master 6. 7. What is your occupation?* o Student o o Worker Other :_____________ 8. 9. What is your monthly income?* o Less than RM1000 RM1000 and below o o o RM1001 - RM2000 o No RM2001 - RM3000 RM3001 and above 10. 11. Have you experienced online shopping before?* o Yes 12. 13. How frequently do you buy online?* o Frequently or once a month o o o One in six months Twice a year Once a year Never bought online 14. 15. For online shoppers, which factors do you think is the most important?* o Convenience o Website design Security .o Time saving o 16. * 29. 72. 1 76. 43. 39. 25. N 68. 1 2 3 4 5 6 30. 52. 1 2 3 4 5 6 69. 63. 27. using a scale of l=strongly disagree to 5=strongly agree. 41.* 37. CONVENIENCE 57. 32. I would prefer to shop online rather than visiting stores. 51. 28. PART C: ONLINE SHOPPING FACTORS 56.17. 81. 40. 47. 73. 36. 1 38. 4= Slightly Agree. 71. I can buy the products any time 24 hours a day while shopping online. 1= Strongly Disagree. Item 23. 1= Strongly Disagree. 35. 44. 33. 65. 31. 55. 79. Choose and tick your level of agreement for each item. 6= Strongly Agree 59. 49. 64. 67. 5= Agree. 50. 2= Disagree. 20. 42. 58. N 22. Choose and tick your level of agreement for each item. I am highly satisfied with my decision to shop online. 2 . 80.* 78. Item 62.* 70. 6= Strongly Agree 21. 4= Slightly Agree. 34. 18. 3= Slightly Disagree. Adapted from Anderson and Srinivasan (2003) 54. 2 46. 83. 60. 3= Slightly Disagree. The service provided by the online shopping business is very 45. 26.* 3 53. 5= Agree. 66. using a scale of l=strongly disagree to 5=strongly agree. It is easy to choose and make comparison with other products while shopping online. 77. PART B: CONSUMER SATISFACTION 19. satisfying. 24. 82. 61. 74. 75. 48. 2= Disagree. 116. 151. 134. 107. 150. WEBSITE DESIGN 119.* 155. 4= Slightly Agree. I prefer to purchase from a website that provides safety and ease of navigation and order.* 84. 144. 3 4 93. 110. 136.85. The website layout helps me in searching and selecting the right product while shopping online. 1= Strongly Disagree. 138. 106. 141. SECURITY . 3 153. 102. 154. 3= Slightly Disagree. I shop online as I can take as much time as I want to decide. 1 137. 98. 133. 127. 135.* 92. 4 161. 152.* 139. 142. 105.* 100. 97.* 131. 156. The website design helps me in searching the products easily. 96. Item 123. 160. 157. I get on-time delivery by shopping online. 118. 104. 101. 148. 111. 94. 126. 109. 149. 124. 87. 99. 112. 120. 88. 1 2 3 4 5 6 130. using a scale of l=strongly disagree to 5=strongly agree. 86.* 147. 140. 113. 115. 6= Strongly Agree 121. 158. 2= Disagree. 159. 162. 5 108. I use online shopping for buying products which are otherwise not easily available in the nearby market or are unique (new). 132. 89. 5= Agree. 90. 91. I prefer to buy from website that provides me with quality of information. 95. 2 145. 146. Choose and tick your level of agreement for each item. N 129. 114. 117. 122. 125. 143. 103. 128. * 225. 212. 236. 171. 224. 4= Slightly Agree. 1= Strongly Disagree. 1 2 3 4 5 6 219. 196. 164.* 233. 227. 206.* 181. Item 218. 4 205. 4= Slightly Agree. 230. 184. 5= Agree. 229. 2 234. N 217. 210. 3= Slightly Disagree. 6= Strongly Agree 165. 220. Online shopping does not waste time. It takes less time in evaluating and selecting a product while shopping online. 168. I feel safe and secure while shopping online. 203. 204. 166.163. 238. 1= Strongly Disagree. 186. 201. 240. 178. Online shopping protects my security. 5= Agree. 180. 3= Slightly Disagree. 177. 208. R. 239. 222. 193. 195. 231. 199. 1 2 3 4 5 6 175. 216. 200. 176. Circle your level of agreement for each item. 192. using a scale of l=strongly disagree to 5=strongly agree. 202. 1 182. 172. 185. (2015) . 3 198. 232. 183. 228. Online shopping takes less time to purchase. 223. N 173. 213. 3 241. using a scale of l=strongly disagree to 5=strongly agree.* 197.* 211. Adapted from Ganapathi. 169. 221.* 189. TIME SAVING 207. Choose and tick your level of agreement for each item. 188. 2= Disagree. I like to shop online from a trustworthy website. 2 190. Item 174. 215. 214.* 167. 1 226. 2= Disagree. 194. 170. 187. 179. 6= Strongly Agree 209. 237. 191. I feel that my personal information given for transaction to the retailer may be compromised to 3rd party. 235.