ASSIGNMENT NO 02

SUBMITTED TO DR ATTA UL MUSAWIR

PILOT TESTING &

QUESTIONNAIRE
THEORATICAL MODEL OF PROPSAL

SAP ID 42618
Muzzamil Janjua
MS ENGINEERING MANAGEMENT
1st Semester
 Proposed model

Govt Support Operational

reforms

IOT Financial Aspects

E-commerce

CRM Growth and Learning

Trust & Loyalty

 Riphah International University
(Riphah School of Business and Management)

Please take a few minutes to complete this survey. We are conducting research on the impacts of
internet of things on business management. The role of E commerce and its effectiveness on SME
performance. Your specific responses will be completely anonymous, but your views, in combination
with those of others, will be used in data analysis. Any information provided herein will be kept
strictly confidential. Therefore, we request you to please answer the following questions honestly to
help ensure fidelity of the research results. Do Enjoy the Dinner after completion of survey Thank
you!

Name: _____________________________
Gender: Male Female
Marital Status: Single Married Divorced/Separated
Age: 20 to 40 41 to 60 Above 60
Qualification: Matric FSc Bachelor’s Master’s/MS Other (please
specify): _______________
Address _______________________________________________________________________
Email Address __________________________________________________________________
Organization Name _______________________________________________________________
Age of your Organization < 2 Years 2 to 5 years 5 to 8 years > > 8 years
Revenue Generated < 0.5 Million 0.5M to 1.0M 1.0 M to 1.5M 1.5 M to 2.0M
2.0 M to 3.0M
Years of Experience: < 5 Years 6 to 15 years 16 to 30 years > 30 years

Please respond to the following for your last completed project:

Project type: Supply Chain Management Total Quality Management Project Management
Other (please specify): ___________________________
Your role in the Project: Project Team Project Management Project Manager Team Lead
Other: _______________
 For CEO/Directors Only

Riphah International University

(Riphah School of Business and Management)

Please take a few minutes to complete this survey. We are conducting research on the impacts of
internet of things on business management. The role of E commerce and its effectiveness on SME
performance. Your specific responses will be completely anonymous, but your views, in combination
with those of others, will be used in data analysis. Any information provided herein will be kept
strictly confidential. Therefore, we request you to please answer the following questions honestly to
help ensure fidelity of the research results. Do Enjoy the Dinner after completion of survey Thank
you!

Name: _____________________________
Gender: Male Female
Marital Status: Single Married Divorced/Separated
Age: 20 to 40 41 to 60 Above 60
Qualification: Matric FSc Bachelor’s Master’s/MS Other (please
specify): _______________
Address _______________________________________________________________________
Email Address __________________________________________________________________
Organization Name _______________________________________________________________
Age of your Organization < 2 Years 2 to 5 years 5 to 8 years > > 8 years
Revenue Generated < 0.5 Million 0.5M to 1.0M 1.0 M to 1.5M 1.5 M to 2.0M
2.0 M to 3.0M
Years of Experience: < 5 Years 6 to 15 years 16 to 30 years > 30 years
On a scale of 1-10, where 1 represents the lowest and 10 represents the highest; please rate the following by
putting a tick mark in the appropriate box.

1) Competency of frontline managers working under you.

1 2 3 4 5 6 7 8 9 10

2) Potential competency in performance of frontline managers working under you.

1 2 3 4 5 6 7 8 9 10

3) Your level of satisfaction with the trainings provided to frontline managers

1 2 3 4 5 6 7 8 9 10
 Government Support

1: Strongly 3: Slightly 5: Slightly 7: Strongly

2: Disagree 4: Neutral 6: Agree
Disagree Disagree Agree Agree

Please Rate how much Government Support is mandatory for your organization on scale 1 strongly
disagree to 7 strongly agree.

The government and its agencies provide needed technical

1 2 3 4 5 6 7
support for companies

The government and its agencies play a significant role in

1 2 3 4 5 6 7
providing financial support for companies.

The government and its agencies help companies to obtain

1 2 3 4 5 6 7
raw materials and equipment needed for their operations.

The government sets aside government contracts for new

1 2 3 4 5 6 7
and small businesses.

The government and its agencies have special support

1 2 3 4 5 6 7
available for individuals who want to start a new business.

The government sets aside government contracts for new

1 2 3 4 5 6 7
and small businesses.

The government and its agencies assist individuals with

1 2 3 4 5 6 7
starting their own businesses.

Lack of policy, regulatory, and institutional framework is

1 2 3 4 5 6 7
hindering the adoption of e-commerce.

Internet of Things

5: Strongly
1: Strongly Disagree 2: Disagree 3: Neutral 4: Agree
Agree

Please Rate how much Internet of Things is important in your organization on scale 1 strongly disagree
to 5 strongly agree.

IoT can reduce my business costs. 1 2 3 4 5

IoT can provide higher reliability upon my business communications. 1 2 3 4 5

IoT is an efficient means for coordination among firms. 1 2 3 4 5

IoT can provide closer relationship among trading partners. 1 2 3 4 5

IoT can provide better customer communications. 1 2 3 4 5

IoT can generate new business opportunities. 1 2 3 4 5

Through IoT I can access further market information and knowledge. 1 2 3 4 5

Through IoT I can improve my business management and organization

1 2 3 4 5
facilitation.

By using IoT there is a risk that my corporate data stored on, and
1 2 3 4 5
managed by, cloud storage services providers will not be secure.

By using IoT there is a risk that my corporate data stored on, and
managed by, cloud storage services providers will not be well 1 2 3 4 5
protected.

By using IoT there is a risk that service providers of cloud storage

solution will not perform due diligence and will not secure our 1 2 3 4 5
corporate data.

By using IoT I should consider the risk that fraudulent behavior may
1 2 3 4 5
exit through hacking by stealing and leaking sensitive information.

By using IoT I feel that there will be an increasing overdependence of

1 2 3 4 5
technology.

IoT in unsuitable for my business. 1 2 3 4 5

It is difficult to find personnel with appropriate knowledge in IoT. 1 2 3 4 5

I don’t have sufficient network infrastructure for supporting IoT. 1 2 3 4 5

Employing IoT has a high cost. 1 2 3 4 5

IoT has an expensive software. 1 2 3 4 5

IoT has unbalanced investment costs and returned benefits. 1 2 3 4 5

The laws concerning IoT are not clear. 1 2 3 4 5

I don’t trust the provided security of IoT. 1 2 3 4 5

By using IoT there is a risk that my corporate data stored on, and 1 2 3 4 5
managed by, cloud storage services providers will not be secure.

By using IoT there is a risk that service providers of cloud storage

solution will not perform due diligence and will not secure our 1 2 3 4 5
corporate data.

By using IoT I should consider the risk that fraudulent behavior may
1 2 3 4 5
exit through hacking by stealing and leaking sensitive information.

Customer Relation Management

1: Strongly 3: Slightly 5: Slightly 7: Strongly

2: Disagree 4: Neutral 6: Agree
Disagree Disagree Agree Agree

Please Rate how much CRM influences your organization on scale 1 strongly disagree to 7 strongly agree.

We invest in technology to acquire and manage ‘real time’

1 2 3 4 5 6 7
customer information and feedback.

We have a dedicated CRM technology in place. 1 2 3 4 5 6 7

We have technologies that allow for one-to-one

1 2 3 4 5 6 7
communications with potential customers.

Relative to our competitors the quality of our information

1 2 3 4 5 6 7
technology resources is larger.

We offer different incentives for referral generation based

1 2 3 4 5 6 7
on the value of acquired customers

We provide current customers with incentives for

1 2 3 4 5 6 7
acquiring new potential customers.

We have formalized procedures for cross-selling to

1 2 3 4 5 6 7
valuable customers.

We have formalized procedures for up-selling to valuable

1 2 3 4 5 6 7
customers.

We try to systematically extend our "share of customer"

1 2 3 4 5 6 7
with high-value customers.

We have systematic approaches to mature relationships 1 2 3 4 5 6 7

with high-value customers in order to be able to cross-sell
or up-sell earlier.

We have a formal system for identifying non-profitable or 1 2 3 4 5 6 7

lower value customers.
We use data from external sources for identifying potential
1 2 3 4 5 6 7
high value customers.

We have a formal system in place that facilitates the

1 2 3 4 5 6 7
continuous evaluation of prospects.

We have a system in place to determine the cost of re-

1 2 3 4 5 6 7
establishing a relationship with a lost customer.

We have a systematic process for assessing the value of

past customers with whom we no longer have a 1 2 3 4 5 6 7
relationship.

We have a system for determining the costs of re-

1 2 3 4 5 6 7
establishing a relationship with inactive customers.

We differentiate our acquisition investments based on 1 2 3 4 5 6 7

customer value.
We use data from external sources for identifying potential
1 2 3 4 5 6 7
high value customers.

We have a formal system in place that facilitates the

1 2 3 4 5 6 7
continuous evaluation of prospects.

E COMMERCE

1: Strongly Disagree 2: Disagree 3: Neutral 4: Agree 5: Strongly Agree

Please choose a number to indicate the extent to which you agree or disagree that your company’s e-
commerce has provided the following benefits (1 = Strongly disagree; 5 = Strongly agree).

Enabled us to develop new markets and enlarge our sales area. 1 2 3 4 5

Improved customer service and increased

1 2 3 4 5
customer satisfaction.

Provided more services to customers. 1 2 3 4 5

Reduced customer service expense. 1 2 3 4 5

Reduced marketing cost. 1 2 3 4 5

Reduced sales expense. 1 2 3 4 5

Increased inventory turnover. 1 2 3 4 5

Facilitated collaboration with our partners. 1 2 3 4 5

Reduced procurement cost. 1 2 3 4 5

Reduced procurement expense. 1 2 3 4 5

Increased sales revenue. 1 2 3 4 5

Improved corporate image and made our company more famous. 1 2 3 4 5

Increased market share. 1 2 3 4 5

Increased net profit to operational expenses ratio. 1 2 3 4 5

Operational Reforms

1: Strongly Disagree 2: Disagree 3: Neutral 4: Agree 5: Strongly Agree

Please choose a number to indicate the extent to which you agree or disagree that your company’s
Operational Reforms has provided the following benefits (1 = Strongly disagree; 5 = Strongly agree).

Learning about customer needs and requirements. 1 2 3 4 5

Discovering competitors’ strategies and tactics. 1 2 3 4 5

Learning about the broad market environment. 1 2 3 4 5

Process technology and innovation 1 2 3 4 5

R&D capacity. 1 2 3 4 5

TRUST AND LOYALTY

1: Strongly Disagree 2: Disagree 3: Neutral 4: Agree 5: Strongly Agree

Please choose a number to indicate the extent to which you have trusted your firm products on scale of 1
to 5 (1 = Strongly disagree; 5 = Strongly agree).

I trust the manufacturer of the automobile I am evaluating. 1 2 3 4 5

I rely on the manufacturer of the automobile I am evaluating. 1 2 3 4 5

The manufacturer of automobile I am evaluating is a dependable. 1 2 3 4 5

The manufacturer of automobile I am evaluating is honest. 1 2 3 4 5

The manufacturer of automobile I am evaluating is a safe company 1 2 3 4 5

with which to conduct business.
I consider the manufacturer of the automobile I am evaluating to be 1 2 3 4 5
generally trustworthy.
I believe the manufacturer of the automobile I am evaluating does not 1 2 3 4 5
take advantage of its customers.
I consider the company and people who stand behind the automobile I
1 2 3 4 5
am evaluating to be trustworthy.

I trust the manufacturer of the automobile I am evaluating. 1 2 3 4 5

I use automobile from the company I am evaluating because it is the 1 2 3 4 5

best choice for me.
I consider myself to be a loyal patron of the manufacturer of 1 2 3 4 5
automobile I am evaluating.
I am committed to the manufacturer of automobile I am evaluating. 1 2 3 4 5

In the future, I would be willing to pay a higher price for automobile 1 2 3 4 5

from the manufacturer I am evaluating over competitive offerings.
I consider the manufacturer I am evaluating my first choice when 1 2 3 4 5
buying/leasing automobile.
If I had it to do all over again, I’d buy or lease automobile from a 1 2 3 4 5
different company.
I intend to purchase automobile from the manufacturer of the 1 2 3 4 5
automobile I am evaluating in the future

Financial Aspect
1: Strongly 3: Slightly 5: Slightly 7: Strongly
2: Disagree 4: Neutral 6: Agree
Disagree Disagree Agree Agree

Please Rate to what extent following financial aspect increases by E Commerce on scale 1 strongly
disagree to 7 strongly agree.

Profitability as a percentage of sales 1 2 3 4 5 6 7

Return on investment (ROI) 1 2 3 4 5 6 7

Profit growth 1 2 3 4 5 6 7

Reaching company financial goals 1 2 3 4 5 6 7

Return on assets (ROA). 1 2 3 4 5 6 7

Growth and Learning

1: Strongly 3: Slightly 5: Slightly 7: Strongly

2: Disagree 4: Neutral 6: Agree
Disagree Disagree Agree Agree

Please Rate to what extent following statements are true regarding growth and learning of SME due to E
Commerce on scale 1 strongly disagree to 7 strongly agree.

Learning about customer needs and requirements 1 2 3 4 5 6 7

Identifying, understanding market trends

1 2 3 4 5 6 7
and Learning about the broad market environment.

Forecasting market and industry trends. 1 2 3 4 5 6 7

Communicating with customers about individual problem

1 2 3 4 5 6 7
solutions.

Our firm frequently identifies ideas that can be converted 1 2 3 4 5 6 7

into new products or Services.
Market Share. 1 2 3 4 5 6 7

Profitability. 1 2 3 4 5 6 7
Sales Growth. 1 2 3 4 5 6 7

Process technology and innovation. 1 2 3 4 5 6 7

Creating products and services for individual problem

1 2 3 4 5 6 7
solutions.

Learning about the broad market environment. 1 2 3 4 5 6 7

Feed Back (If Any)

Thanks for your Time

References

1.Vishwakarma, S., & Tyagi, R. (2017). Post-reforms training needs of frontline managers in Indian power
distribution companies: A top managers’ perspective. International Journal of Energy Sector
Management, 11(3), 416-425.

2. Zulu-Chisanga, S., Chabala, M., & Mandawa-Bray, B. (2020). The differential effects of government
support, inter-firm collaboration and firm resources on SME performance in a developing economy. Journal of
Entrepreneurship in Emerging Economies, 13(2), 175-195.

3. Pappas, N., Caputo, A., Pellegrini, M. M., Marzi, G., & Michopoulou, E. (2021). The complexity of decision-
making processes and IoT adoption in accommodation SMEs. Journal of Business Research, 131, 573-
583.Trust and loyalty

4. Reinartz, W., Krafft, M., & Hoyer, W. D. (2004). The customer relationship management process: Its
measurement and impact on performance. Journal of marketing research, 41(3), 293-305.
5. Huang, J., Jiang, X., & Tang, Q. (2009). An e-commerce performance assessment model: Its development
and an initial test on e-commerce applications in the retail sector of China. Information & Management, 46(2),
100-108.

6. Miocevic, D., & Morgan, R. E. (2018). Operational capabilities and entrepreneurial opportunities in emerging
market firms: Explaining exporting SME growth. International Marketing Review.

7. Andervazh, L., Gaskari, R., Tarakmeh, M. S., & Vafazadeh, S. (2013). The influence of brand trust and
customer satisfaction on customer loyalty by SEM. Journal of Basic and Applied Scientific Research, 3(9), 687-
693.

8. Zulu-Chisanga, S., Chabala, M., & Mandawa-Bray, B. (2020). The differential effects of government
support, inter-firm collaboration and firm resources on SME performance in a developing economy. Journal of
Entrepreneurship in Emerging Economies, 13(2), 175-195.

9. Miocevic, D., & Morgan, R. E. (2018). Operational capabilities and entrepreneurial opportunities in emerging
market firms: Explaining exporting SME growth. International Marketing Review.

Feed Back and Suggestions Recommended by Respondents

CEO/Directors should have separate detailed questionnaire.

In IOT questions, most of the questions seems to have same sense. Questions are boring and time consuming.
Need to be more precise.

Same question was copied two to three times.

How trust and loyalty is related to automobile sector. It seems to be week relation with questionnaire.

In growth and learning questions few questions are totally not understandable. Kindly review those questions.

Marital status and address should not be added in this questionnaire.

Corrective Actions / Change Made

For CEO/Directors separate and detailed questionnaire will be made.

Selected scale has too many questions which will strengthen the study of construct. No change implemented.

Mistakenly added. Correction is done.

Will try to change the scale which will be more accurate and relatable.

Statement of question is changed “to what extent you think following attributes increases due to E Commerce
Effect on SME”.

These questions will be removed.