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Store Choice Criteria and Shopping Behavior of Consumers in Retailing

Note: This questionnaire is to be filled out by the person(s) who is dealing with retailing transactions in multi store environment. If you are not the individual, kindly give this questionnaire to that person, and ask him/her to fill it out. The respondent is not asked to identify him/her or the store anywhere in the questionnaire and confidentiality of any data is thus ensured. Please answer all questions as honestly as you can. INSTRUCTIONS FOR COMPLETING THE QUESTIONNAIRE:
While answering the enclosed questions always consider the single relationship with your favorable retail store and the salesman of the store with whom you are most familiar. In the questionnaire, the store refers to your major store e.g., GROCERY, APPAREL and FOOD (Dining out/Restaurant), which you visit most frequently.

Please
Read the introductory paragraph before answering the questionnaire Be specific in your answers, in the sense that your responses are to focus on your preference

towards your major store and that stores salesman, not with stores in general.
The Questionnaire displayed below is self-explanatory and will allow you to check and submit your responses right on the Internet.

Please check the appropriate number with your response for each question given in the table. The meaning of each number is given at the top of the column of the table. Please be sure to answer all questions and only select one answer per question. Example: 3-Not at all important 4-Unimportant 5- Undecided 6-Important 7-Very much important

How important is the topic to you?

5 7

Section-1 These statements given below will measure your degree of preference of your most preferred retail store with respect to the given reasons. Depending upon the importance of each of the statements to you, kindly, indicate the degree of importance to them by encircling the suitable number given on the right side of each statement. All the statements pertain to three product categories namely GROCERY, APPAREL and FOOD (Dining out/Restaurant) In the food category our focus will be limited to only such outlets where you can sit and eat. Thus road side vendors are not included. H How important are all of the following statements to you when you you are choosing your favorite store?
1- Not at all important

GROCERY

APPARREL

FOOD

2-Unimportant

3- Undecided

5-Very much Important 4-Important

1- Not at all important

2-Unimportant

3- Undecided

5-Very much Important 4-Important

1- Not at all important

2-Unimportant

3- Undecided

5-Very much Important 4-Important

Location
The store is quite conveniently located to meet people Store is located close to my house It is convenient to take a public transportation to get to the store The store is near to my work place Variety of stores are located near the store

Convenient facilities
Public facilities such as Bank/ATM are approachable from the store The store is convenient to do one stop shopping The store provides plenty of convenient car/motorbike parking space for customers There is minimum waiting time for getting service inside the store The store has clean, attractive, and convenient public areas (such as, toilets, fitting rooms etc)

H How important are all of the following statements to you when you you are choosing your favorite store?
1- Not at all important

GROCERY

APPARREL

FOOD

2-Unimportant

3- Undecided

4-Important

5-Very much

1- Not at all important

2-Unimportant

3- Undecided

5-Very much Important 4-Important

1- Not at all important

2-Unimportant

3- Undecided

5-Very much Important 4-Important

The store opens on weekends Your neighbor buys from the store The store has operating hours convenient to all customers

Merchandising
The store sells a lot of name brands The store sells wide variety of products from many different manufacturers The store carries many store brands The store carries various sizes of same product The stores Stocks are fresh The stores products are of high quality Prices at store offer value for money The stores products function the way they are supposed to The stores product prices represent good value The stores products are free from defects and flaws

Internal Store Environment


The store has attractive dcor The store has attractive physical facilities (check-out counters, shelves, etc) The store has attractive product and promotional displays Materials associated with the stores service (such as shopping bags, catalogues, etc) are visually 3

appealing H How important are all of the following statements to you when you you are choosing your favorite store?
1- Not at all important

GROCERY

APPARREL

FOOD

2-Unimportant

3- Undecided

4-Important

5-Very much

1- Not at all important

2-Unimportant

3- Undecided

5-Very much Important 4-Important

1- Not at all important

2-Unimportant

3- Undecided

5-Very much Important 4-Important

The store has modern-looking equipment and fixtures The store has well-spaced product displays The store has layout which makes it easy to move around It is easy to find what you are looking for in the store The shelf in the store is not too high enough to pick up merchandise with hands Merchandise display at the store in very good The store has a pleasing colour scheme The level of cleanliness inside the store is high The level of temperature inside the store is comfortable The store is not too crowded

Employee Service and Perception


The staffs in the store are well-dressed The stores staff are very friendly to you The stores staff are always willing to help you The stores staff treated you well The stores staff gives you personal attention 4

Employees in the store understand the your specific needs H How important are all of the following statements to you when you you are choosing your favorite store?

GROCERY

APPARREL

FOOD

1- Not at all important

2-Unimportant

3- Undecided

4-Important

5-Very much

1- Not at all important

2-Unimportant

3- Undecided

5-Very much Important 4-Important

1- Not at all important

2-Unimportant

3- Undecided

5-Very much Important 4-Important

The stores staff provide you with prompt service Staffs in the store are consistently courteous to you Employees at the store are always willing to respond to your request promptly The stores staff are never too busy to assist you The behaviour of employees in the store instil confidence in you Employees at the store are very kind in respond to your questions and inquiries Employees at the store have the knowledge to answer your questions about products and processes/ procedures. When the store staffs promises to do something by certain time, they do so The staffs maintain error free sales transaction and records (such as, billing amount etc) You feel secure in your transactions with the store

After sale service


The store has appropriate return and easy to return harmer products The stores refund policy is appropriate The store offers excellent and easy exchange services for goods I 5

purchased H How important are all of the following statements to you when you you are choosing your favorite store?

GROCERY

APPARREL

FOOD

1- Not at all important

2-Unimportant

3- Undecided

4-Important

5-Very much

1- Not at all important

2-Unimportant

3- Undecided

5-Very much Important 4-Important

1- Not at all important

2-Unimportant

3- Undecided

5-Very much Important 4-Important

The store has a fair system for the handling of customer complaints The stores staff are able to handle your complaints directly and immediately When you have a problem the store shows a sincere interest in solving it Staffs in the store treat you courteously on the telephone The store provides its services right the first time

Value
The store offers manufacturer coupons, free samples, sales and trading stamps The store offers a lot of discounts, special sales, promotions The store provides appropriate prices for merchandise they sell The store accepts most major credit cards The store offers its own credit card

Referrals
Friends advised me to come here Ads in Magazine and newspaper attracted me to come here Sales representative of the store contacted me Reputation of the store is very good in

5-More than one hours

5-Once in six months

4- 30 min. than one hour 3- 10 min. to 30 minutes 2- 5 to 10 minutes 1-Less than 5 minutes 5-More than one hours 4- 30 min. than one hour 3- 10 min. to 30 minutes 2- 5 to 10 minutes 1-Less than 5 minutes 5-More than one hours 4- 30 min. than one hour 3- 10 min. to 30 minutes 2- 5 to 10 minutes 1-Less than 5 minutes 2- More than once a week 1-More than twice a Week 5-Once in six months 4-Once in month 3- Once in Fortnight 2- More than once a week 1-More than twice a Week 3- Once in Fortnight 4-Once in month 5-Once in six months 1-More than twice a Week 2- More than once a week 3- Once in Fortnight

4-Once in month

The following question allows us to categorize the results. Please check only one response by putting a mark in the appropriate box.

51 to 60

61 and

Which of the following categories best describes your Education? Section II


41 to 50 Female

No

HSC Passed Post Graduate

30 to 40

the market which attracted to come here Regular customers of the store advised me to come here

How frequently you visit the store

Time spent in store

Whether you are married? Yes

What is your gender?

How old are you?

Male

Under 30 above

Below HSC Graduate

What is your occupation?

Employed

Self employed

If employed what is your job title? (Position you hold in your firm) Which of the following categories best describes your annual income? Below1 lakh 5 lakh to just under 10 lakh 1lakh to just under 5 lakh Above10 lakhs

Which of the following categories best describes your shopping size from your favorite Grocery per month? Below1 thousand 1thousend to just under 5 thousand 5 thousand to just under 10 thousand Above10 thousand Which of the following categories best describes your shopping size from your favorite Appreal store per month? Below1 thousand 5 thousand to just under 10 thousand 1thousend to just under 5 thousand Above10 thousand

Which of the following categories best describes your shopping size from your favorite Food store per month? Below1 thousand 5 thousand to just under 10 thousand 1thousend to just under 5 thousand Above10 thousand

Thank you very much for taking the time to participate in the survey