Questionnaire to elicit information on customer satisfaction in online shopping 1 Dear respondent, I am BBM student of GITAM University, Visakhapatnam and

am conducting a research on customer satisfaction in online shopping. I seek your cooperation in filling up the questionnaire given below. I assure you that the information provided will be kept strictly confidential & used for academic purposes only. Please put mark or fill the blank against appropriate answers.

1. Whats your gender?

Female Male

2. Whats your age?

Under 18 18-24 25-34 35-44 Above 44

3. What is your degree of education currently?

Under Secondary School Secondary School High School Associate Degree Bachelor Degree Master Degree/MBA Above Master Degree

4. What is your current occupation?

Student Service industry IT industry Trading industry Financial industry Freelancer Others

5. What is your current monthly income?

Less than rs 5, 00,000 rs 5,00,000- rs20,00,000 More than rs20, 00,000

6. on average, how often do you shop online in the last six months?
Everyday 2 times a week Weekly Once every two weeks Once a month Every 2 or 3 months

7. How much time do you spend on internet every day?

2 hours 3-6 hours 7-9 hours 10-12 hours 12-15hours Above 15 hours

8. Why are you choosing shop online?

Very convenience and time saving Low price Products variety You can buy the rare products here Others

9. Please indicate which one effects your satisfaction most during your previous shop online experience.
Price The way of solving your complaint Loyalty for this online shop The speed of delivery The differences between your expectation and the real products or services

10. The service quality of sellers is important.

Strongly Agree Agree Neutral Disagree Strongly Disagree

11. So far, I am generally satisfied with the service quality among these online shops.
Strongly Agree Agree Neutral Disagree Strongly Disagree

12. The speed of delivery is important to you.

Strongly Agree Agree Neutral Disagree Strongly Disagree

13. So far, I am satisfied with the speed of delivery for online shops.
Strongly Agree Agree Neutral Disagree Strongly Disagree

14. The price is important when you shopping online.

Strongly Agree Agree Neutral Disagree Strongly Disagree

15. So far, I am generally satisfied with the price among these online shops.
Strongly Agree Agree Neutral Disagree Strongly Disagree

16. The differences between your expectations and the real products would influence your satisfaction
Strongly Agree Agree Neutral Disagree Strongly Disagree

17. You will not repurchase the products again in this shop if there is a great difference s between your expectation and the real
Strongly Agree Agree Neutral Disagree Strongly Disagree

18. You will buy the products again from a same shop if you are satisfied with it.
Strongly Agree Agree Neutral Disagree Strongly Disagree

19. If an online shop deals with your complaints very well I will continue to buy something from it.
Strongly Agree Agree Neutral Disagree Strongly Disagree

20. You will tell your friends or return the products directly if you are not satisfied with the products.
Strongly Agree Agree Neutral Disagree Strongly Disagree

21. You are overall satisfied with your experience of shopping online.
Strongly Agree Agree Neutral Disagree Strongly Disagree