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FACTORS INFLUENCING CUSTOMER SATISFACTION

TOWARDS ONLINE SHOPPING

Dear respondent,

I, SHIELA E. ELAD, is a student of Master in Business Administration, President Ramon Magsaysay


State University, is conducting a research on the factors influencing customer satisfaction towards online
shopping. Your responses are important for me to understand which of the factors would affect the
customer satisfaction the most.

This questionnaire will only take about 10-15 minutes to complete.

Your answers are STRICTLY CONFIDENTIAL.

The information collected will be used for academic purposes only. Thank you in advance for
participating in this survey. Your cooperation and participation in this survey is highly appreciated.

SECTION A: DEMOGRAPHIC

Please choose and circle your answer.

1. What is your age? 4. What is your Highest Educational


1 18 years old and below Attainment?
2. 19-25 years old 1. High School Graduate
3. 26-32 years old 2. College Graduate
4. 33-39 years old 3. Masters Degree
5. 40 years old and above 4. Doctorate Degree
5. Other: _____________
2. What is your gender?
1. Male 3. What is your Religion?
2. Female 1. Roman Catholic
2. Iglesia Ni Cristo
3. Born Again
3. What is your Civil Status? 4. Other: _____________
1. Single
2. Married 4. What is your Work Status?
3. Widow/Widower 1. Regular
2. Permanent
3. Probationary
4. Job Order/Contractual
5. Other: _____________
PART B: ONLINE SHOPPING FACTORS

CONVENIENCE

Choose and tick your level of agreement for each item, using a scale of l=strongly disagree to 5=strongly
agree.

1= Strongly Disagree, 2= Disagree, 3= Fairly Disagree, 4= Agree, 5= Strongly Agree

No Item 1 2 3 4 5
1 I can buy the products any time 24 hours a day while shopping
online.
2 It is easy to choose and make comparison with other products while
shopping online.
3 I get on-time delivery by shopping online
4 I use online shopping for buying products which are otherwise not
easily available in the nearby market or are unique (new).*
5 I shop online as I can take as much time as I want to decide.

CUSTOMER SERVICE

Choose and tick your level of agreement for each item, using a scale of l=strongly disagree to 5=strongly
agree.

1= Strongly Disagree, 2= Disagree, 3= Fairly Disagree, 4= Agree, 5= Strongly Agree

No Item 1 2 3 4 5
1 After purchasing a product online shops provide good customer
service
2 These websites have user friendly guideline about their product/site
3 They response very quickly to my complains
4 If there is any damage or the product is not performing accordingly
they take the product back, returning the money.
5 They deliver products within scheduled time frame.

SECURITY

Choose and tick your level of agreement for each item, using a scale of l=strongly disagree to 5=strongly
agree.

1= Strongly Disagree, 2= Disagree, 3= Fairly Disagree, 4= Agree, 5= Strongly Agree

No Item 1 2 3 4 5
1 My personal information given for transaction to the retailer was not
compromised to 3rd party.
2 Online shopping protects my security.*
3 I feel safe and secure while shopping online.*
4 I like to shop online from a trustworthy website.*
5 The security of my credit is in good hands in online shop.

PRODUCT DELIVERY
Circle your level of agreement for each item, using a scale of l=strongly disagree to 5=strongly agree.

1= Strongly Disagree, 2= Disagree, 3= Fairly Disagree, 4= Agree, 5= Strongly Agree

No Item 1 2 3 4 5
1 They deliver products within scheduled time frame.
2 They deliver the product as it was on the menu.
3 If they are late they compensate for that.
4 Delivery staff is friendly and helpful.
5 Efficient communication between customer and transporter.
Adapted from Ganapathi, R. (2015)

PRICE
Circle your level of agreement for each item, using a scale of l=strongly disagree to 5=strongly agree.

1= Strongly Disagree, 2= Disagree, 3= Fairly Disagree, 4= Agree, 5= Strongly Agree

No Item 1 2 3 4 5
1 Online shops offer low price as they don’t have to maintain physical
(brick & mortar) shops
2 Potentially range of high quality products at competitive prices.
3 They don’t charge extra money for home delivery service
4
5

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