Questionnaire Item for Examining Service Quality and Consumers’ Acceptance towards

Autonomous Convenience Store in Shah Alam, Malaysia

(References at the last page)
Quality of Result (QR)

Reference My Questionnaire Item

Quality of Result
(Vatolkina et al., 2020)

RES1 The e-service provides me with what I want or QR1 - Aye Smart Store provides me with what I want
require or require.
RES2 I think that the e-service is reliable QR2 - I think that the service of Aye Smart Store is
reliable.
RES3 The e-service can be adapted to meet my needs QR3 - The service provided by Aye Smart Store can
be adapted to meet my needs.
RES4 The e-service helps me to save time QR4 - Aye Smart Store helps me to save time.
RES5 I’m satisfied with the quality of the e-service QR6 - I am satisfied with the result quality provided
result by Aye Smart Store.
Online Shopping Service Quality (OSSQ)
(Rehman et al., 2022)

-E-stores are visually appealing and attractive.

-Completing an e-shopping transaction is easy and
quick.
-When e-retailers promise to do something, they exactly
perform as promised.
-While solving the issues of customers, sincerity is
shown by the e-retailers.

-The transactions from e-stores are error-free. QR5 - The transactions from Aye Smart Store are
error-free.

-E-stores have adequate security for online transactions.

-The online stores give prompt services to the
customers.
-E-retailers are always willing to help the customers.
-E-stores are never too busy responding to their
customers’ requests.
-I feel secure while providing sensitive information for
e-purchases.
-I feel a low risk of e-purchasing.
-I can depend on the e-retailers.
-The purchase from the e-retailer is good buying.
-E-stores often provide their contact details.
-E-stores often provide their customer chat services.
-Customer service representatives of e-stores can
conveniently be contacted.
-E-stores often offer a variety of language (e.g.,
Urdu/English) options .
-The “Frequently Asked Questions” page often
addresses my questions/queries/
problems

Quality of System (QS)

Reference My Questionnaire Item

Quality of System
(Vatolkina et al., 2020)

SYS1 The e-service website has a clear structure QS1 - The app has a clear structure.
SYS2 I like how the e-service website or app looks QS2 - I like how the app looks like.
like
SYS3 I’m satisfied with the quality of the e-service QS6 - I am satisfied with the system quality of Aye
technical level Smart Store.
System Availability
(Rita et al., 2019)

SA1. When I use the website, there is very little QS4 - When I use the facilities, there is very little
waiting time between my actions and the website's waiting time between my actions and its response.
response.

SA2. The website loads quickly. QS3 – The app loads quickly.
SA3. The website takes a long time to load. (R)
Online Shopping Service Quality (OSSQ)
(Rehman et al., 2022)

-E-stores are visually appealing and attractive.

-Completing an e-shopping transaction is easy and
quick.
-When e-retailers promise to do something, they QS5 – Aye Smart Store exactly perform as promised
exactly perform as promised. (Tap, Shop, Grab & Go).

-While solving the issues of customers, sincerity is

shown by the e-retailers.
-The transactions from e-stores are error-free.
-E-stores have adequate security for online
transactions.
-The online stores give prompt services to the
customers.
-E-retailers are always willing to help the customers.
-E-stores are never too busy responding to their
customers’ requests.
-I feel secure while providing sensitive information
for e-purchases.
-I feel a low risk of e-purchasing.
-I can depend on the e-retailers.
-The purchase from the e-retailer is good buying.
-E-stores often provide their contact details.
-E-stores often provide their customer chat services.
-Customer service representatives of e-stores can
conveniently be contacted.
-E-stores often offer a variety of language (e.g.,
Urdu/English) options .
-The “Frequently Asked Questions” page often
addresses my questions/queries/
problems

Quality of Customer Support (QC)

Reference My Questionnaire Item

Quality of Support
(Vatolkina et al., 2020)

SUP1 The quality of customer support is high

SUP2 The e-service is quick to answer
questions about the support
SUP3 I’m satisfied with the quality of QC6 - I am satisfied with the customer support
customer support quality of Aye Smart Store.
Online Shopping Service Quality (OSSQ)
(Rehman et al., 2022)

-E-stores are visually appealing and attractive.

-Completing an e-shopping transaction is easy
and quick.
-When e-retailers promise to do something,
they exactly perform as promised.

-While solving the issues of customers, QC2 - While solving the issues of customers,
sincerity is shown by the e-retailers. sincerity is shown by the customer service
representatives.
 -The transactions from e-stores are error-free.
-E-stores have adequate security for online
transactions.
-The online stores give prompt services to the QC5 – Aye Smart Store gives prompt support
customers. to the customers.

-E-retailers are always willing to help the

customers.
-E-stores are never too busy responding to
their customers’ requests.
-I feel secure while providing sensitive
information for e-purchases.
-I feel a low risk of e-purchasing.
-I can depend on the e-retailers.
-The purchase from the e-retailer is good
buying.
-E-stores often provide their contact details.
-E-stores often provide their customer chat QC4 – Aye Smart Store often provide their
services. customer support chat service.

-Customer service representatives of e-stores QC1 - Customer service representatives of Aye

can conveniently be contacted. Smart Store can conveniently be contacted.

-E-stores often offer a variety of language

(e.g., Urdu/English) options .

-The “Frequently Asked Questions” page QC3 – The guide in app and store addresses
often addresses my questions/queries/ my problems.
problems

Quality of Process (QP)

Reference My Questionnaire Item

Quality of Process
(Vatolkina et al., 2020)

PROC1 The e-service is easy to use

PROC2 I feel that my personal and financial
information I use for the e-service is safe
PROC3 I always can get access to the e-service
when I need it
PROC4 I’m satisfied with the process of using QP6 - I am satisfied with the process of
the e-service shopping in Aye Smart Store.
Purchase Process (Website Design)
(Rita et al., 2019)
PP1. The website has no difficulties with QP2 - I have no difficulties with making a
making a payment online payment via using the app.
PP2. The purchasing process was not QP1 – The shopping process in Aye Smart
difficult. Store is easy.

PP3. It is easier to use the website to complete

my business with the company than it is to
use a telephone or fax or mail a representative
Security/Privacy
(Rita et al., 2019)

Security
SC1. I feel safe in my transactions with the QP3 – I feel safe in my transactions with Aye
online shop. Smart Store.

SC2. The online shop has adequate security

features.
SC3. This site protects information about my
credit card.

Privacy
PR1. I trust the online shop to keep my
personal information safe.
PR2. I trust the website administrators will
not misuse my personal information.
PR3. It protects information about my web-
shopping behavior.
Online Shopping Service Quality (OSSQ)
(Rehman et al., 2022)

-E-stores are visually appealing and attractive.

-Completing an e-shopping transaction is easy QP4 - Completing a transaction is easy and
and quick. quick.

-When e-retailers promise to do something,

they exactly perform as promised.
-While solving the issues of customers,
sincerity is shown by the e-retailers.
-The transactions from e-stores are error-free.

-E-stores have adequate security for online QP5 - Aye Smart Store have adequate security
transactions. for online transactions.
 -The online stores give prompt services to the
customers.
-E-retailers are always willing to help the
customers.
-E-stores are never too busy responding to
their customers’ requests.
-I feel secure while providing sensitive
information for e-purchases.
-I feel a low risk of e-purchasing.
-I can depend on the e-retailers.
-The purchase from the e-retailer is good
buying.
-E-stores often provide their contact details.
-E-stores often provide their customer chat
services.
-Customer service representatives of e-stores
can conveniently be contacted.
-E-stores often offer a variety of language
(e.g., Urdu/English) options.
-The “Frequently Asked Questions” page
often addresses my questions/queries/
problems

Quality of Information (QI)

Reference My Questionnaire Item

Quality of Information
(Vatolkina et al., 2020)

INF1 The e-service website content is of high

quality
INF2 The e-service allows me to find the
necessary information

INF3 I’m satisfied with the quality of QI6 - I am satisfied with the information
information e-service provides quality that Aye Smart Store provides.
Perceived Information Quality of Reviews
(Lee, 2018)

IQC1 The reviews shared by users in the

shopping site are relevant to the shopping.
 IQC2 The reviews shared by users in the QI5 - Overall information shared by Aye
shopping site are easy to understand. Smart Store is easy to understand.
IQC3 The reviews shared by users in the QI4 - Overall information shared by Aye
shopping site are accurate. Smart Store is accurate.

IQC4 The reviews shared by users in the

shopping site are complete.
IQC5 The reviews shared by users in the
shopping site are reliable.
IQC6 The reviews shared by users in the QI1 – The information shared by Aye Smart
shopping site are timely. Store is timely.
Information Quality (Website Design)
(Rita et al., 2019)

IQ1. The information on the website is pretty QI2 - The information shared in app is pretty
much what I need to carry out my tasks. much what I need to complete my shopping
process.

IQ2. The website adequately meets my QI3 - The information shared in the store
information needs. adequately meets my information needs.

IQ3. The information on the website is

effective.

Perceived Usefulness (PU)

Reference My Questionnaire Item

Perceived usefulness
(Wang et al., 2021)

-Using X-Store can improve my shopping PU1 - Shopping in Aye Smart Store can
convenience improve my shopping convenience.
-Using X-Store can improve my shopping PU2 - Shopping in Aye Smart Store can
efficiency improve my shopping efficiency.

-Shopping in the X-Store is good for me

Perceived Ease of Use (PE)

Reference My Questionnaire Item

Perceived ease of use
(Wang et al., 2021)

-I think shopping at the X-Store would not PE1 - I think shopping at Aye Smart Store
expend much of my energy would not expend much of my energy.

-I think shopping at the X-Store can be easy

-I think the facilities and services at the X- PE2 - I think the facilities and services in Aye
Store are easy to use Smart Store are easy to use.

Behavioral intention to use / Acceptance (A)

Reference My Questionnaire Item
Behavioral intentions
(Wang et al., 2021)

-The shopping experience provided by X-Store A1 - The shopping experience provided by

will increase my willingness to make Aye Smart Store will increase my willingness
purchases in it to make purchases in it.

-I may use X-Store frequently in the future A2 - I may shop in Aye Smart Store frequently
in the future.

- If I have the opportunity, I will use X-Store

.
References
Lee, Y. (2018). Impacts of Sociability on Perceived Information Quality of Customer Reviews for Online
Shopping Sites. International Journal of Contents, 14(2), 16-23.
Rehman, A. U., Bashir, S., Mahmood, A., Karim, H., & Nawaz, Z. (2022). Does e-shopping service quality
enhance customers’ e-shopping adoption? An extended perspective of unified theory of
acceptance and use of technology. PLOS ONE, 17(2), e0263652.
https://doi.org/10.1371/journal.pone.0263652
Rita, P., Oliveira, T., & Farisa, A. (2019). The impact of e-service quality and customer satisfaction on
customer behavior in online shopping. Heliyon, 5(10), e02690-e02690.
https://doi.org/10.1016/j.heliyon.2019.e02690
Vatolkina, N., Gorbashko, E., Kamynina, N., & Fedotkina, O. (2020). E-Service Quality from Attributes to
Outcomes: The Similarity and Difference between Digital and Hybrid Services. Journal of Open
Innovation: Technology, Market, and Complexity, 6(4), 143. https://www.mdpi.com/2199-
8531/6/4/143
Wang, I. C., Liao, C.-W., Lin, K.-P., Wang, C.-H., & Tsai, C.-L. (2021, 2021/07/28). Evaluate the Consumer
Acceptance of AIoT-Based Unmanned Convenience Stores Based on Perceived Risks and
Technological Acceptance Models. Mathematical Problems in Engineering, 2021, 4416270.
https://doi.org/10.1155/2021/4416270