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QUESTIONNAIRE

Dear Sir/Madam,
As a part of our MBA(Marketing) curriulum from CPIMR,Ahmedabad, we have undertaken a
grand project for knowing factors affecting satisfaction and loyalty in online shopping. To know
your views regarding your preferred website(s), please spend your valuable time for responding
to the following questions:

Name: ______________________________________________Gender:__________
Age: _________ Occupation: _______________________Education:__________
E-mail: _______________________________________________________________
Contact no.: ______________________________________________________________
Website used: (1)______________________________ Duration:____________________
(2)_______________________________Duration:____________________
(3)_______________________________Duration:____________________

Technology acceptance factors


1. I feel that the browse function in the shopping website can increase my shopping
efficiency
Strongly Agree Agree Neutral Disagree Strongly Disagree

2. I feel that the credit function in the shopping website can raise my shopping efficiency
Strongly Agree Agree Neutral Disagree Strongly Disagree

3. I feel that the operations of the shopping website are easy to understand and convenient
to use
Strongly Agree Agree Neutral Disagree Strongly Disagree

4. I feel that the shopping website saves me a lot of other related shopping time
Strongly Agree Agree Neutral Disagree Strongly Disagree

Website service quality

5. When I shop again, the same shopping website personnel or records would remember
my related consumption habits
Strongly Agree Agree Neutral Disagree Strongly Disagree

6. I am confident in buying products from the shopping website


Strongly Agree Agree Neutral Disagree Strongly Disagree

7. I feel secure in buying products from the shopping website


Strongly Agree Agree Neutral Disagree Strongly Disagree

8. I trust that the shopping website can provide appropriate service to me


Strongly Agree Agree Neutral Disagree Strongly Disagree
Specific holdup cost

9. In order to understand how to use the shopping website, I have already spent time and
effort to learn
Strongly Agree Agree Neutral Disagree Strongly Disagree

10. I use this shopping website because I am already used to it


Strongly Agree Agree Neutral Disagree Strongly Disagree

11. If I give up this shopping website and use another one, I need to spend more time and
effort learning afresh
Strongly Agree Agree Neutral Disagree Strongly Disagree

12. I have spent much time and energy to confirm that this shopping website fits with my
needs and preferences
Strongly Agree Agree Neutral Disagree Strongly Disagree

Customer e-satisfaction

13. I am satisfied with this shopping website’s related business process


Strongly Agree Agree Neutral Disagree Strongly Disagree

14. I like the content and layout of this shopping website


Strongly Agree Agree Neutral Disagree Strongly Disagree

15. Holistically speaking, I am satisfied with this shopping website’s service level
Strongly Agree Agree Neutral Disagree Strongly Disagree

Trust

16. This Website is trustworthy.


Strongly Agree Agree Neutral Disagree Strongly Disagree

17. This Website is one that keeps promises and commitments.


Strongly Agree Agree Neutral Disagree Strongly Disagree

18. I trust this Website because they keep my best interests in mind

Strongly Agree Agree Neutral Disagree Strongly Disagree

Customer e-loyalty

19. I will promote this shopping website to my close friends


Strongly Agree Agree Neutral Disagree Strongly Disagree

20. In thinking about internet shopping, I first think about this shopping website
Strongly Agree Agree Neutral Disagree Strongly Disagree

21. I can hardly consider changing to other shopping websites


Strongly Agree Agree Neutral Disagree Strongly Disagree
22. In future years, I would still often purchase from this shopping website
Strongly Agree Agree Neutral Disagree Strongly Disagree