QUESTIONNAIRE

E-consumer Behavior Towards online purchase of electronic products

(Mobile, Tablets & Laptops)
Demographics:-

Name:-_______________ Contact No.:-_______________ City:-_______________

Gender:- Male[ ] Female[ ]

Age :- Below 18 yrs.[ ] 18-25 yrs.[ ] 26-35 yrs.[ ] 36-50 yrs.[ ] 5o yrs. above[ ]

Education:- Graduate[ ] Post Graduate[ ] Doctorate[ ]

Occupation:- Student[ ] Service[ ] Business[ ] Housewife[ ] others[ ]

Income per month:-

Less than 5000[ ] 5001-10000[ ] 10001-15000[ ] 15001-20000[ ] 20001-25000[ ] 25001-

30000[ ] 30001-35000[ ] 35001-40000[ ] 40001-45000[ ]45001-50000[ ] 50001 & above[ ]

1. When I say about Online Shopping sites for electronic products which brands
comes to your mind?

i) _______________
ii) _______________
iii) _______________
iv) _______________
v) _______________

2. Where do you shop for electronic products (Mobile, Tablet, Laptop) Online?

i) __________ ii) __________ iii) __________ iv) ____________ v) ____________

284
3. What do you like most about online shopping?

a) Convenience [ ]

b) Cheaper price/Discounts [ ]

c) Saves time [ ]

d) Choices [ ]

e) Product comparisons [ ]

f) Superior selection/Availability [ ]

4. How satisfied you are with your experience of online shopping?

 Highly Satisfied

 Satisfied

 Neither satisfied nor dissatisfied

 Dissatisfied

 Highly Dissatisfied

5. Rank the following online stores in order of preference. Begin by picking out the one
online store that you like most and assign it number 1. The last preferred store should be
assigned a rank of 8. (1= top & 8=bottom)

Online store Rank order

Flipkart

Snapdeal

Amazon

Home shop18

Ebay

Croma

Ezone

Indiatimes

285
6. Where do you discover for product?

a) Specific site for specific product categories [ ]

b) Google search [ ]

c) Social media [ ]

d) Price aggregator sites [ ]

e) Others [ ]

7. Is shopping online- Safe?

a) Depends on the store [ ]

b) Safe [ ]

c) Unsafe [ ]

8. Frequency of online shopping?

a) As needed [ ]

b) Once a month [ ]

c) Once a week [ ]

d) Once in few days [ ]

9. Online Window shopping- How often?

a) More than once a day [ ]

b) Once a day [ ]

c) 2-3 times a week [ ]

d) Once in more than a week [ ]

e) Don’t browse if they don’t want to purchase [ ]

286
11. With whom do you shop online?

a) Alone [ ]

b) With friends [ ]

c) With Family [ ]

d) Any other [ ] _____________

12. Most frequently purchased category

a) Electronics [ ]
b) Clothing & Fashion [ ]
c) Books & Media [ ]
d) Accessories [ ]
e) Home décor / Furniture [ ]
f) Deals from local service providers [ ]
g) Others [ ]

13. Most Expensive electronic Products purchased

a) Mobile [ ]

b) Tablet [ ]

c) Laptop [ ]

d) Others [ ]

14. Most amount spend in single transaction

a) Rs.250-1000 [ ]

b) Rs.1001-2000 [ ]

c) Rs.2001-10,000 [ ]

d) Rs.10, 001-50,000 [ ]

e) Rs.50, 001-100,000 [ ]

287
 15. What are the payment methods you generally use for Online Purchases?

a) Credit Card [ ]
b) Debit card [ ]
c) Net Banking [ ]
d) Cash on Delivery(COD) [ ]
e) Gift Cards & Promotional codes [ ]

16. Rate your experience with electronics e-Retailers on following parameters on a 5

point scale. (1=Very Poor, 2=Poor, 3=Average, 4=Good & 5=Very Good)

Factor\outlet Flipkart Snapdeal Amazon Homeshop18 Ebay Croma Ezone Indiatimes

Trust

Discounts

Schemes &
Offers
Service

Quality

17. How important are the following parameters to you when it comes to shop online
And to what extent are you satisfied with e-retailer you shop? Please rate them on 5
point scale (1= least important & 5= most important and 1= least satisfied & 5=very
satisfied)

Parameter Importance Satisfaction

Trust 1 2 3 4 5 1 2 3 4 5

Discounts 1 2 3 4 5 1 2 3 4 5

Schemes & Offers 1 2 3 4 5 1 2 3 4 5

Service 1 2 3 4 5 1 2 3 4 5

Quality 1 2 3 4 5 1 2 3 4 5

288
15. Which of the following describes when you look high end electronic products?
(Any three)

a) Familiarity [ ]
b) A memorable experience [ ]
c) Prestige [ ]
d) Status [ ]
e) Ethical production [ ]
f) Freshness [ ]
g) Modernity [ ]
i) Quality [ ]
j) Heritage [ ]
k) Sincerity/Trustworthiness [ ]
l) People will recognize it [ ]
k) Celebrity endorsement [ ]

18. What influences your shopping decision for online Shopping of electronic
products?

Areas Multiple Rating

Media
Advertisements in magazines

Advertisements in Newspapers

Advertisements in TV

Editorials in magazines

Radio ads

Direct mail

Outdoor posters

Windows display

289
 The internet

News/current affairs

Image
Brand Image

Image of the store

Brand name

Promotion
Packaging of Products

Personal recommendation from friends

Celebrity endorsement

Free Samples

Seasonal promotional /sales

Special offers/gifts with purchase

Store promotions

Loyalty programmes(e.g. .Cards/point schemes)

Others
Convenience

Habit

New Technology

Quality of product

The Price

290
 19. How strongly do you agree or disagree with the following statements?

(1= Strongly Disagree; 2= Disagree; 3=Neutral; 4=Agree and 5=Strongly Agree)

A Subjective Parameters 1 2 3 4 5

1 I shop online for entertainment

2 I shop online because I am not good at communicating with

others
3 When I want to try something new, I tend to shop online

4 I shop online because of the cheaper price than solid shops

5 The 24-hours operation attracts me to shop online as it is

convenience
6 Online shopping provide me a wide variety of products than solid
shops
7 I tend to shop online to buy goods not available from the nearby
solid shops or the solid shops of the city
8 I shop online for limited edition products

9 I tend to shop online to buy goods that are not supplied in solid
shops
10 I shop online because I do not have time to shop at solid shops
after work or study.
11 I shop online for the sensitive goods

12 Visiting solid shops is exhausted to me so I prefer shop online

13 If multi Brands are available in one outlet no need to go for

shopping another outlets
14 I think shopping through mobile is good idea

15 It is good to have multi brands available in one outlet where I can

shop different brands
16 I regularly use emails

17 I usually shop with family

291
B Pricing Parameters 1 2 3 4 5

1 I always make purchase during discount periods

2 I always make purchase during festive seasons

3 The lower price of the same product at solid shops is an

advantage when I shop online.
4 Free delivery charge is a price advantage when I shop online.

5 I am willing to pay a higher price for products that are limited

edition when I shop online.
6 More discounts for purchasing more is an advantage when I
shop online.
7 Product price is important to me when I shop online.

8 I am willing to pay for a higher price for quality

9 Free gift is a price advantage when I shop online.

10 I will not purchase the product when the price is not acceptable
to me when I shop online.

C Product Quality 1 2 3 4 5

1 I will consider all comprehensive factors to choose the best

products when I shop online
2 Higher credibility of the online sellers indicates better quality of
products
3 When I shop online, more positive feedback indicates better
quality of products
4 When I shop online, more variety of products sold indicates
better quality of products
5 Higher price indicates better products quality when I shop online

6 Product quality is important to me when I shop online

7 I do not mind the real products have difference between the

photos of the products when I shop online
8 Overall, the quality of products sold online have lower quality
than products sold at solid shops

292
D Trust 1 2 3 4 5

1 The proper layout of the online seller’s website indicates higher

credibility of the store
2 When I shop online, the pictures attached to the products in the
seller’s website increase my trust towards the store
3 Online stores of well-known brand have higher trust

4 The more details and descriptions on the seller’s website, the

higher trust of the online store to me.
5 The longer history of the online store indicates higher trust

6 The recommendation in the seller’s website increase my trust

towards that online store
7 The method of identifying realness of the products sold in the
online store can increase my trust towards the store
8 When I shop online, the more the positive comments indicates
the higher the credibility of the seller
9 Credibility of the online stores is important to affect my
purchasing decision

E Online Purchase Decisions 1 2 3 4 5

1 The seller’s attitude affect my purchasing decision when I shop

online
2 The availability of the stock affect my purchasing decision when
I shop online
3 The delivery methods affect my purchasing decision when I
shop online.
4 I tend to make purchase with online seller that have good
communication with me
5 The delivery period affect my purchasing decision when I shop
online
6 Whether the online store is new open or not affect my
purchasing decision
7 The availability of after sales service(e.g. exchange or refund)
affect my purchasing decision
8 The attitude and efficiency of the online seller affect my repeat
purchasing behavior
9 Good after sales service affect my willingness of repeat
purchasing behavior
10 I tend to repeat purchasing from an online seller that I traded
before.

293
11 The regular promotion activities of the online seller will increase
my repeat purchase behavior
12 The quality of the products affects my repeat purchasing
behavior
13 The price of the products affects my repeat purchasing behavior

“The One word which describes your Online Shopping Experience”

“-----------------------------------------------”

Sign: Date:

Thank you for your participation…

294