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CUSTOMER AWARENESS AND SATISFACTION TOWARDS SNAPDEAL

I. PERSONAL DETAILS
1.1) Area of residence:
a) Rural

b) Urban

c) Semi-Urban

1. 2) Gender
a) Male

b) Female

1. 3) Age ----------- years


1.4) Marital status
a) Married

b) Unmarried

1. 5) Educational qualification
a) Up to SSLC

b) HSC

c) Diploma

d) UG Graduate

e) PG Graduate

f) Other Please Specify ---------------

a) School Student

b) College Student

c) Business

d) Professional

e) Employee

f) Other Please Specify ---------------

1.6) Occupational status

1.7) Type of family


a) Joint

b) Nuclear

1.8) Position of your family


a) Head

b) Member

1.9) Members in your family


a) Earning ---------

b) Non Earning ------------

1.10) Monthly income of the respondent


a) Below Rs.10,000

b) Rs.10001 Rs.15,000

c) Rs.15001 Rs.20, 000

d) Above Rs.20,000

1.11) Family Income


a) Below Rs.15,000

b) Rs.15001 Rs.25,000

c) Rs.25,001 Rs.35,000

d) Above Rs.35,000

II. PREFERNCE & AWARNESS OF CUSTOMER


2.1) How do you know about the online shopping?
a) Through Media

b) Friends and relatives

c) News Paper

d) Existing Customers

e) Other Please Specify -----

2.2) How long have you been knowing about online shopping?
a) Upto 2 years

b) 2 to 3 years

c) 3 to 5 years

d) Above 5 years

2.3) How many years do you purchased the product through online?
a) Up to 1 year

b) 1 to 3 year

c) 3 to 5 year

d) Above 5 year

2.4) How many time purchased the products through online in a year?
a) Up to 2 times

b) 3 to 5 times

c) 6 to 8 times

d) Above 8 times

2.5) How much of amount spending for a single purchase?


a) Up to Rs.2000

b) Rs.2000 to Rs.5000

c) Rs.5000 to Rs.10,000

d) Above Rs.10,000

2.6) What kind of product purchased through online shopping?


a)Electronics

b)Clothing

d)Footwear

e)Others

c)Kitchen Products

2.7) How do you received the purchased product?


a) Though Courier

b) Parcel service

c) Door delivery

d) In store pick up

e) Other Please Specify --------

2.8) Do you feel online shopping better than the traditional shopping?
a) Yes

b) No

2.9) Which factor influenced to purchase through online?


SA-Highly agree A-Agree N Neutral
S.No
1
2
3
4
5
6
7
8
9

DS Disagree HDS Highly Disagree

Factors
Company reputation
Variety of product
Offers
Brand
Product price difference between online & store price
Speed delivery
Product quality
Low service charge
Product returned system

HA

DS

HDS

2.10) Mention your level of Awareness for the following factors while making online purchase.
HA Highly Aware
S.NO
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
11.
12.
13.
14.

A Aware

N Neutral NA Not Aware HNA Highly not aware

FACTORS
Discount / Offers
Brands
Design / Varieties
Procedure to make purchase
Terms & Conditions
Mode of payment
Guarantee & Warranty
Procedure for cancelling the order
Procedure for returning the products
Procedure to make purchase
Delivery Charges
Duration of delivery
Order tracking facility
24 * 7 Customer care

HA

NA

HNA

III. SATISFACTION OF CUSTOMER


3.1) Specify the Customer satisfaction of online purchases
HS Highly Satisfied S Satisfied N Neutral DS Dissatisfied HDS Highly Dissatisfied
S.N
o
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16

Factors
Save the time
Product price
Security for money transfer
Product quality
After sales Service
Product return system
Door delivery
Discounts & offers
Payment producers
Method of online purchases
Got the ordered product
properly
Shipping charges
Period of time delivery
Packing of product
Guaranty & Warranty
Safety & security

HS

DS

HDS

3.2) Are you satisfied with the product catalogue on the snapdeal website?
a) Yes

b) No

3.3) Are you satisfied with overall online shopping?


a) Yes

b) No

If no state the reason __________________________


3.4) Will you continue online shopping in future?
a) Yes

b) No

3.5) Would you recommended online shopping to others?


a) Yes

b) No

3.6) Are you faced any problems during the time of online shopping?
a) Yes

b) No

3.7) If yes, mention the Problems:


a) Delivery of product is late

b) Damage of goods

c) Risk in money transfer

d) Others please specify ------------------------

3.8) Suggestions
______________________________________________________________________________
______________________________________________________________________________