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Questionnaire about the online shop determination

of customer satisfaction in China
1/1 22
Ladies/Gentleman,
Im a MSC Business with Marketing Management student and study in Newcastle Business School of Northumbria
University. Now I am doing an investigation about the online shop determination of customer satisfaction in China
I want to find what factors influence customer satisfaction during your process of shop online and I hope to get your
support as well. What I can promise for you is that the answer in this research will only be used in my academic
survey rather than any commercial activities. Moreover all the information will be kept confidentially. In addition, this
investigation will be used in my final dissertation which is very significant for me. Therefore I hope you can treat it
seriously.
Thank you for your support again.

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 1000
1,001- 2,000
2,001-3,000
3,001-4,000
4,001- 5,000
5,001- 6,000
6,001- 7,000
More than 7,000

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?

Below 1 hour
1 hour
2-3 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

22.If you have any additional opinions about the factors which influence your
satisfaction for online shop, please write down

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