Online Shopping Behavior and Customer’s Satisfaction Questionnaire

Age: __Gender:___ Male Female Section: ____________

Directions: For each statement in the survey, please indicate how much you agree
or disagree with the statement by putting a check in the box on the right side of
each statement. There are no right or wrong answers. Your answers will be kept
strictly confidential and you will not be identified.

Scale: 5- Strongly Agree (indicates that the characteristics is oftentimes

manifested)

4- Agree (indicates that the characteristics is oftentimes

manifested)

3- Neutral (indicates that the characteristics is sometimes

manifested)

2- Disagree (indicates that the characteristics is seldom

manifested)

1- Strongly Disagree (indicates that the characteristics is never

manifested)

Part I. Online Shopping Behavior

5 4 3 2 1
A. Attitude Strongly Agre Neutral Disagree Strongly
Agree e Disagree
1. I am interested in online
shopping.

2. I think online shopping is

easy to use.

3. I feel comfortable with online

shopping.

4. My attitude toward online

shopping is positive.

B. Utilitarian Shopping 5 4 3 2 1
Motive Strongly Agre Neutral Disagree Strongly
Agree e Disagree
1. I consider price when I buy
online.
2. Price is an important
motivation for me when
 I am shopping online.
3. I use the Internet to buy at a
lower price.

4. I buy online because of the

convenience.

5. I can buy products or

services online when it is
difficult to buy from offline
stores.

C. Hedonic Shopping 5 4 3 2 1
Motive Strongly Agre Neutral Disagree Strongly
Agree e Disagree
1. I feel the internet is an
exciting technology.

2. Shopping online can provide

a fun experience.

3. I like the increased buying

power when shopping online.

4. Accessing information about

price is an important reason to
shop online.
5 4 3 2 1
D. Information search Strongly Agre Neutral Disagree Strongly
Agree e Disagree
1. Browsing for information
online benefits me.
2. Searching for
information about
products and services is
one of the most
important things I would
consider before
purchasing online.
3. The internet provides a rich
amount of information for
many products.
4. I often browse for
information on products and
services via the Internet.
5 4 3 2 1
E. Online purchase Strongly Agre Neutral Disagree Strongly
intention Agree e Disagree
1. I like to shop online.

2. I do social media detox.

3. I will buy online in the future.
4. I have a strong
intention to purchase
online in the future.
5. I often consider buying
online.

Part II. Customer’s Satisfaction

5 4 3 2 1
A. Tangibles Strongly Agree Neutral Disagree Strongly
Agree Disagree
1. Lazada has modern-
looking products.
2. Lazada’s website is
visually appealing.

5 4 3 2 1
B. Reliability Strongly Agree Neutral Disagree Strongly
Agree Disagree
1. When Lazada promises
to do something by a
certain time, it does so.
2. Lazada performs its
service right the first time.
3. Lazada provides its
services at the time it
promises to do so.
4. Lazada insists on error-
free transactions.

5 4 3 2 1
C. Responsiveness Strongly Agree Neutral Disagree Strongly
Agree Disagree
1. Lazada tell you exactly
when the products will be
delivered.
2. Sellers of Lazada give
you prompt service.
3. Sellers of Lazada are
always willing to help you.
4. Sellers of Lazada are
never too busy to respond
to your requests.
5 4 3 2 1
D. Assurance Strongly Agree Neutral Disagree Strongly
Agree Disagree
1. You feel safe in your
transactions with Lazada.
2. Sellers of Lazada are
consistently courteous with
you.
3. Sellers of Lazada have
the knowledge to answer
your questions.
5 4 3 2 1
E. Empathy Strongly Agree Neutral Disagree Strongly
Agree Disagree
1. Lazada gives you
individual attention.
2. Lazada has operating
hours convenient to you.
3. Lazada has your best
interests at heart.
4. Sellers of Lazada
understand your specific
needs.

---- END ----