QUESTIONNAIRE

PART 1
Demographic profile

1. Name (Optional)

2. Gender -1. Male 2. Female

3. Age (years) - 1. 15-25 2. 25-35 3. 35-45

4. 45-55 5. 55 & above

4. Marital status- 1. Married 2. Unmarried/Single

5. Number of family members: 1. Up to 22. 33. 44. 5 5. Above 5.

6. Educational qualification – 1. Professional Degree 2. Post

Graduate

3. 4. Schooling 5. Others
Graduate

7. Occupation- 1. Salaried 2. Professional 3. Business

4. Homemaker 5. Others , please specify .

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8. Annual income- 1. Below 2,50,000 2. 2,50,000-5,00,000 3. 5,00,000-7,50,000

4. Above 7,50,000

Part- II
General information

Kindly fill the questionnaire, if you have made online purchase ever …..

9. How often do you shop online?

1. once in a week 2. At least once in a month 3. once in 2-4 month)
4.once in a year 5. According to need

10. Which sources you use to gather information about various products available online?
(can tick more than one option)
1. Company Website 2. Search Engines 3. Friends and Family
4. Products reviews in print media 5. Promotional e-mails
6. Online Advertisements 7. Advertisements 8. Product Catalogues
9. Blogs 10. Others

11. How would you rank your purchase?

(Rank 1-10; 1 being Highest and 10 being lowest)

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 S.No. Products Ran
k
1 Garments
2 Footwear
3 Accessories
4 Electronic goods
5 Tickets
(Railways/Movies/Hotels/flights)
6 Books/ Magazines/journals
7 Home furnishing
8 Banking
9 Gifts/ Greeting and Flowers
10 Others

12. Which method of payment did you use to make your purchase over online shopping?
1. Credit card 2 Debit card 3.Net Banking 4. Cash on delivery
5. Demand Draft 6. Others, please specify :

Section -III
Behavioural factors
13. Consumer attitude towards online shopping.

S. No. Strongly Agree Neutral Disagree Strongly

agree disagree
1. I am not sure about
product quality

2. I cannot bargain or
negotiate
3. Significant discounts are
not there
4. I have to wait for a long
time to take delivery of
products
5. I always compare prices
before buying the products
online
6. I carefully plan my
purchase before buying
products online
7. I have saved lot of money
by shopping online
8. It takes less time to get
delivery than retail stores
9. I always get good value

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 when i purchase products or
services online
10. Quality of products is
comparable
11. Products purchased
online consistently perform
better than products in
stores
12.price is higher
13. I can purchase many
branded products online
14. I can avail prompt
delivery of products
15. Difficult to decide based
only on description or
View of products/ services
16. Quality is better

14. Please specify that how much these factors influence you for online shopping on 5- point scale ranging
from 5 (Extremely Influential) to 1 (Not at All Influential)

Factors Extremely Very Somewhat Slightly Not at all

S.No. Influential Influential Influential Influential Influential
(5) (4) (3) (2) (1)

1 Saves Time
2 Saves Money
3 More Relaxing
Shopping
4 Convenient Delivery
5 Reliability of
Manufacturers
6 Availability of Variety
and brand of Products
7 Schemes & Offers
8 Cash on Delivery facility
9 Competitive Pricing
10 Discreet shopping
11 Website Design
12 After Sales Service
13 24 X 7 Shopping facility
14 Product Return facility
15 Product Description
16 Customer Care Facility

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 Section-IV
Level of satisfaction
15. Please specify your satisfaction level towards the following components of online shopping on five-point
scale from highly satisfied (5) to highly dissatisfied (1)

Highly Satisfied Neutral Dissatisfied Highly

Satisfied (4) (3) (2) Dissatisfied
(5) (1)
1 Availability of
Variety and brands
of Goods
2 Product
Specifications
3 Product Pictures
4 Quality of Products
5 Payment Option
6 Product Packaging
7 Delivery Process
8 Replacement
Procedure
9 Promotion
Schemes
10 Price Comparison
11 Grievance
Mechanism
12 Terms & Conditions
13 Privacy System
14 Website language
15 Customer Care
16 Payment Security
17 Order Tracking
Facility
18 Website Navigation
19 Order booking
Procedure
20 Cancellation of
order
21 Delivery Charges
22 Advanced
searching options

16. Problem faced by you while shopping online: (please rank...1, 2, 3)

1. Difficult to contact seller

2 Delivery conditions changed after transaction

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 3 Received wrong goods

4 Received damaged goods

5 Poor customer service

6 Difficult to change defective product

7 Difficult to get answers for our queries

8 Products guarantee is not assured

9 Delivery time too long for purchased product

10 Visual differences between picture and received
goods
11 Complex process of order/payment
12 Theft of credit card information / privacy
information
13 No after sales service or inefficient after sales
service
14 Confused by over choices

17. Would you continue shopping online in future?

1. Yes 2. No

If ‘no’, please specify, reason .

18. Select the reasons for not willing to buy the products/ services online

1. Security on payment
2.worrying about the deal is a cheat
3. difficult to judge the product quality
4. Risk of late delivery
5. inability to touch or examine the goods
6.higher cost compared with traditional shopping
7.problems in goods return
8. Fraudulent suppliers
9. High delivery charges
10.releasing personal information n
11. Hidden charges

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 12. Service quality not up to the mark

23. In your opinion what should be improved to create consumer confidence in online shopping?
(please tick more than one if applicable)

1. Improvements in security of online payment systems

2. Creating awareness of online security
3. Detailed information about vendor company
4.better consumer awareness of their rights
5.harsher penalties for fraud
6. Regulated by recognized bodies/ tighter regulations
7. Delivery methods

8. Other’s please specify

19. What is your opinion regarding the sentence “online shopping will be the main stream of
purchasing in future”?

1. Strongly agree 2. Agree 3. No idea 4. Disagree 5. Strongly

disagree
-

20. suggestions to improve the online shopping