ANNEXURE II

QUESTIONNAIRE
DEMOGRAPHIC DETAILS

1. What is your gender?

Male Female

2. What is your age?

18-24 years 25-30 years 31-40 years 41-55 years 55 Years +

3. What is your highest education?

SSC/HSC Some college but not Graduate
Graduate/PG (General) Graduate/PG (Professional)

4. What is your occupation?

Unskilled Worker Skilled Worker
Petty Trader Shop Owner/ Farmer/ Trader
Business/ Industry with no employee Business/ Industry with 1-9 employee
Business/ Industry with 10+ employee Self-Employed
Clerical/ Salesman Supervisor level
Jr. Officer/ Executive Mid./Sr. Officer/ Exec
Housewife Student
Retired Unemployed
Others

5. What is your field of occupation?

Marketing/ Sales Advertising/ PR/ Media Finance
HR IT/ Software Manufacturing
Retail Administration Academic
Consultancy Others NA

6. What is your average monthly household income?

Up to Rs. 10,000 Rs. 10,000 - Rs. 20 ,000 Rs. 20,000-Rs. 30,000
Rs. 30,000 - Rs. 50,000 Rs. 50,000 - Rs. 75,000 Rs. 75,000 - Rs. 1,00,000
Above Rs. 1,00,000

7. From where do you generally access the Internet?

Home Office Cybercafe School/ College Others

8. Using Internet since

Less Than 6 Months 6 Months-1 Year . 1-2 Years
2-4Years 5-6Years 6 Years +

9. What is the type of Internet Subscription at your home?

Regular Dial Up Broadband Dial Up 24 Hours Broadband/ Cable
Mobile Connection Wi-Fi Connection Others Don't Know
10. What is the type of Internet Subscription at your office?
Regular Dial Up Broadband Dial Up 24 Hours Broadband/ Cable
Mobile Connection Wi-Fi Connection Others Don't Know

11. Which ISP's services are subscribed at your home?

BSNL/Sancharnet AIRTEL/ Bharti MTNL VSNL TATA Indicom
Sify Reliance Spectranet Others Don't Know

12. Which ISP's services are subscribed at your office?

BSNL/Sancharnet AIRTEL/ Bharti MTNL VSNL TATA Indicom
Sify Reliance Spectranet Others Don't Know

13. How many times do you log on to the Internet from your home on an average in last six
months?
Over 5 Times A Day2-5 Times A Day Once Daily Once in 2-3Days
Once A Week 1-3 Times A Month Once in More Than A Month

14. How many times do you log on to the Internet from your office on an average in last six
months?
Over 5 Times A Day 2-5 Times A Day Once Daily Once In 2-3Days
Once A Week 1-3 Times A Month Once in More Than A Month

15. At what time do you usually access Internet from your home?
Before 9.00 AM 9.00 AM-12.00 Noon 12.00 Noon - 3.00 PM 3.00 PM-6.00 PM
6.00 PM -9.00 PM 9.00 PM -12.00MidnightAfter 12.00 Midnight Throughout The Day

16. At what time do you usually access Internet from your office?
Before 9.00 AM 9.00 AM-12.00 Noon 12.00 Noon - 3.00 PM 3.00 PM-6.00 PM
6.00 PM -9.00 PM 9.00 PM -12.00MidnightAfter 12.00 Midnight Throughout The Day

17. How much time do you spend on computer at your home?

Less than 30 minutes 30 to 60 minutes 1-2 hours
2-5 hours 5-8 hours more than 8 hours

18. How much time do you spend on computer at your office?

Less than 30 minutes 30 to 60 minutes 1-2 hours
2-5 hours 5-8 hours more than 8 hours

19. How much time do you spend on the Internet at your home?
Less than 30 minutes 30 to 60 minutes 1-2 hours
2-5 hours 5-8 hours more than 8 hours

20. How much time do you spend on computer at your office?

Less than 30 minutes 30 to 60 minutes 1-2 hours
2-5 hours 5-8 hours more than 8 hours
ONLINE ACTIVITIES DETAILS

21. Which of the following online activities do undertake while on the Internet for professional
purposes?
Email Job Search Seminar/Workshops
Info Search Marketing Business travel Info
Instant Messaging None of These

22. Which of the following online activities do undertake while on the Internet for personal
purposes?
Email Dating/Friendship Personal Travel
Matrimony Share Pictures News & Events
Health & Lifestyle Sports Astrology
Cinema Pursue Hobby Product Search
None of these.

23. Which of the following contents have you downloaded from the Internet?
Music Mobile Ringtone and Games Computer Games
Learning Material Adult Content Screen Savers/ Wallpapers
None of these

24. What activities from the following have you performed on the Internet?
Blogging E-Greetings Net-Telephony
Pay Bills Air Tickets Train Tickets
Book Hotels Net Banking Real Estate Info
Financial Info Stock Trading None of these
WEBSITE PREFERENCES DETAILS

25. Please list the name of websites which come to your mind (List at least ten. You can list as
many as you can).

26. Please mention which email websites you have used.

27. Please mention which matrimony websites you have ever used.

28. Please mention which matrimony websites you have used.

29. Please mention which job search websites you have used.

30. Please mention which websites you have used for information search.

31. Please mention which websites you have used for online ticketing (can be for both rail tickets
and air tickets).
32. Please mention which Dating/Friendship websites you have used.

33. Please mention from which websites you look for news or other such events.

34. Please mention which websites you use for finding cinema contents.

35. Please mention which websites you use for finding sports contents.

36. Please mention which websites you use for playing online games.

37. Please mention which websites you use for listening to music or downloading it.

38. Please mention which websites you use for downloading mobile contents (ringtones and
games).

39. Please mention which websites you use for online shopping.

40. Please mention which are your preferred languages of reading online content.
41. Please mention which language websites you check regularly.

42. Please respond if you have ever undertaken any activity of the following on the Internet
Participated in online contests Clicked a banner advertisement
Bid/bought in an online auction Responded to a product/service e-mailer
Bought in a special promotion/deal
Clicked a sponsored advertisement while searching information on search engines
None of the above

43. Which of the following sources have yt ever used to find information online about the
products you wish to purchase?
Search Engines Online Shopping stores
Friends/Family Review/Content-specific websites
E-mailers Sponsored Website links
Television/Radio (offline) Newspapers/Magazines (offline)
Online information bulletins/magazines/di: jssion forums/blogs
Others (specify)
ONLINE SPENDING DETAILS

44. Have you purchased on the Internet?

Yes No

How frequently have you purchased in last one year?

Once 2-4 times 4-10 times More than 10 times

45. How much amount have you spent online in last six months?
Less than Rs. 100 Rs. 100-300 Rs. 300-500 Rs. 500-
1,000
Rs. 1,000-5,000 Rs. 5,000-10,000 Rs. 10,000 or more can't say

46. What is the amount of the most expensive item you have purchased in last six months?
Less than Rs. 100 Rs. 100-300 Rs. 300-500 Rs. 500-
1,000
Rs. 1,000-5,000 Rs. 5,000-10,000 Rs. 10,000 or more can't say

47. Do you own a credit card?

Yes No

48. Do you own a debit card?

Yes No

49. Which of the following modes of payments have you used to pay for your online purchases?
Credit Card Debit Card Cash on Delivery
Debit Banking Account Cheque/DD

50. Which mode of payment would you prefer most for making payments of your online
purchases?
Credit Card Debit Card Cash on Delivery
Debit Banking Account Cheque/DD

51. Which type of card do you own?

Visa card Master card Local bank card
American Express Visa Electron Mastero
Diners' Card Visa Debit Other cards

52. How do you feel about the security aspects related to following modes of online payments?

Very Secure Unsecure Very unsecure Can't say

secure
Credit card
Debit card
Cash on Delivery
Debit Banking A/c
Cheque/DD
53. Which of the following products have you purchased online in last six months (please check
whichever is applicable)?
Products and Services Purchased in last six months
Books/Magazines
Electronic Gadgets 7
' .'''

Travel Tickets
Apparel and Accessories
Computer Software
CD/DVD/Tapes ' ^Tllr; 1
3
Home Appliances
Health and Beauty products
Sporting goods

54. Please specify if you have purchased some other products through the Internet

55. Which of the following products and services you are likely to buy from the Internet in near
future (please check whichever is applicable)?

roducts and Services_________________________ Likely to buy in near future

Books/Magazines
Electronic Gadgets
Travel Tickets
Apparel and Accessories
Computer Software
CD/DVD/Tapes
Home Appliances
Health and Beauty products
Sporting goods

56. Please specify if you have purchased some other products through the Internet
COMPARISON OF ONLINE VS. OFFLINE RETAIL CHANNELS

57. Please specify which of the following products will you search, compare and purchase online
rather than offline, i.e., in real stores (check if you think doing the activity online is better than
offline).
Products and Services___________ Search__________ Compare_________Purchase
Books/Magazines
Electronic Gadgets
Travel Tickets
Apparel and Accessories
Computer Software
CD/DVD/Tapes
Home Appliances
Health and Beauty
products
Sporting goods

58. On a scale of 1-10, please rate which of the following shopping factors do you feel are better
online (on the Internet) rather than offline (in real world)
Offline Better Online Better

See-touch-handle
Personal service
Enjoy shopping
No-hassle
exchange
Speedy delivery
Best price
Large selection
Shop quickly

59. On a scale of 1-10, indicate your preferences with respect to the product categories for
respective shopping factors (l=Shopping offline is much better; 10=Shopping online is much better)

Product and Services Shop Large Best Personal Speedy

(uutn-
quickly selection price services delivery
handle

Travel Tickets
Books/ Magazines
CD/DVD/Tapes
Apparel/Accessories
Computer Software
Electronic Gadgets
Health and Beauty
Products
Sporting Goods
Home Appliances
SIGNIFICANCE OF PRICE AND PRODUCT HANDLING AND LIKELIHOOD OF PURCHASE

60. On a scale of 1-7 rate the likelihood if you would reconsider your purchase decisions if the
prices of the following products increase
Never Always
Product and Services
2 6
Travel Tickets
Books/ Magazines
CD/DVD/Tapes
Apparel/ Accessories
Computer Software
Electronic Gadgets
Health and Beauty
Products
Sporting Goods
Home Appliances

61. On a scale of 1-7 rate how important it is for you to touch the product before making a
purchase?
Very Unimportant Very Important
Product and Services

Travel Tickets
Books/ Magazines
CD/DVD/Tapes
Apparel/ Accessories
Computer Software
Electronic Gadgets
Health and Beauty
Products
Sporting Goods
Home Appliances

62. On a scale of 1-7 rate the likelihood of making a purchase if you would not be able to handle the
product before making the purchase (rate on a scale of 1-5 with 1= Very Unlikely; 5= Very Likely)?

Very Unlikely Very Likely

Product and Services
3
Travel Tickets
Books/ Magazines
CD/DVD/Tapes
Apparel/ Accessories
Computer Software
Electronic Gadgets
Health and Beauty Products
Sporting Goods
Home Appliances
DRIVERS AND INHIBITORS OF ONLINE SHOPPING

(This section pertains to measurement of perceptions of the Internet users regarding what factors
they consider as benefits of and barriers to online purchases and is to be filled irrespective of
whether you have shopped online or not.)

63. On a scale of 1-5 how would you rate following benefits of shopping on the Internet?
(rate on a scale of 1-5 with 1= Not Important at all; 5= Very Important)

Benefits of Shopping on the Very Unimportant Very Important

Internet 3 5
Accessibility and,convenience
Wide selection of vendors/products
Online delivery
The real-time nature of the medium
Time savings :
Test and trial online
Possibilities for comparison
shopping .
Access to extensive information
Privacy and anonymity
Competitive prices
Availability of personalized offerings
No social interaction

64. On a scale of 1-5 how would you rate following barriers in shopping on the Internet?
(rate on a scale of 1-5 with 1= Not Important at all; 5= Very Important)

Very Unimportant Very Important

Barriers in Shopping on the Internet
3 5
Quality evaluation
Security risks
Lack of trust in online sellers
Delivery times
Lack of personal service
Lack of enjoyment in shopping
Cost of use
Hard to find what you were looking
for
Cost of entry'
Low bandwidth connections
Limited Internet computer experience
Time-consuming nature
FACTORS AFFECTING WEB EXPERIENCE AND SATISFACTION

(This section pertains to evaluation of web experience and satisfaction of online shoppers and is to
be filled in by only those who have made online purchase at least once in last one year)

65. Keeping into mind the websites from which you make/may make online purchases, which of
the following statements do you feel are important for a better web experience and satisfaction
(rate on a scale of 1-5 with 1= Not Important at all; 5= Very Important)

Very Unimportant Very

Important

The website provides in-depth information.

The level of personalization at this site is about
right, not too much or too little.
It is quick and easy to complete a transaction at this
website. W:
This website has a good selection.
The site doesn't waste my time.
This site has competitive prices.
This website understands my needs.
I feel comfortable in surfing this site.
The product that came was represented accurately
by the website.
You get what you ordered from this website.
The product is delivered by the time promised by
the company.
The company is willing and ready to respond to
customer needs.
When you have a problem, the website shows a
sincere interest in solving it.
Inquiries are answered promptly.
I feel that my privacy is protected at this site.
I feel safe in my transactions with this website.
This website has adequate security features.
ONLINE RETAIL STORE CHARACTERISTICS

(This section pertains to evaluation of selected characteristics of online stores by Internet users and
is to be filled in by only those who have made online purchase or interested in purchasing online.)

66. Keeping into mind the websites from which you make/may make online purchases, which of
the following statements do you feel are important for a better (rate on a scale of 1-5 with 1= Not
Important at all; 5= Very Important)

Very Unimportant Very

Important
1 2 3 4 5
Product image.on screen
Product information
Price comparison among alternative products
Quality comparison among alternative products
Information for new products
Direct cost calculation of total purchases
Sense of being in store
On-screen projection of shopping list
Recommendations about products
Recommendations about products through email
Immediate help on exploring the store
Entertainment
Information on sales and special products
Personal support during shopping
Video projections of products
Quick access to stores' website
MEASUREMENT OF TRUST AND CREDIBILITY

(This section pertains to evaluation of selected variables related to trust in online environments as
perceived by Internet users and is to be filled in by only those who have made online purchase or
interested in purchasing online.)

67. Keeping into consideration that you have to shop online, which of the following situations do
you consider important. Rate on a scale of 1-5 with l=Not important at all; 5=Vey important

Very Unimportant Very Important

1

Confidentiality of personal information supplied to

online retailer while shopping on the Internet

and refund policies as stated on their shopping

websites

68. Thinking about the various kinds of Web sites you have visited online, here were some reasons
given for going to particular sites. For each, rate how important this is for you when you decide to
visit a Website.

Very Unimportant Very Important

The site is easy to navigate and to find what you

want
Being able to trust the information on website
Being able to easily identify the sources of
information on a web site
Knowing that the web site is frequently updated
with new information
Being able to find out the important facts about a __ __ ___ ___ ___ ..
website • . 1 :' - I i .
Knowing who owns the web site __ . ’ __ . ___ .___ __ _
What businesses and organizations.financially
support the web site ___ ___ ___ ___ ___
The site displays seals of approval from other ___. __ ■ : . ___ • __
groups
The site displays awards and certificates from
other groups
 69. Now thinking specifically about Web sites where you can spend money - whether to buy a
product, such as a book or to make a travel reservation or spend money in other ways. For each,
rate how important it is to you that this information be on the website and easy to find...

Very Unimportant Very Important

; A statement of all fees that you will be charged for using

the site, including shipment costs, transaction fees and
{ handling fees __./ _ . '
A statement of how site will use your, name, address,
/credit card number and other personal information you
provide
1 An explanation of when you can expect delivery of our
;■ products or confirmation of your reservations
A statement of the site's policies for returning unwanted
items or cancelling reservations
The email address, street address or telephone number j
where you can reach the site's staff about any problems^ j”

The site's privacy policy