FACTORS INFLUENCING CUSTOMER SATISFACTION

TOWARDS ONLINE SHOPPING

Dear respondent,
I, Nor Izyani binti Ma Hussin, is a student of Faculty of Business and Management, Universiti Teknologi
MARA (UiTM) Puncak Alam, majoring in BBA (Hons) Retail Management, 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 gender?*
o Male

Female

2.
3. What is your age?*
o 18-20 years old

o
o
o

21-23 years old

24-26 years old

27 years old and above

4.
5. What is your highest level of education?*
o Matriculation and below

o
o
o

Diploma
Degree

Master
6.
7. What is your occupation?*
o Student

o
o

Worker
Other :_____________
8.

9. What is your monthly income?*

o Less than RM1000 RM1000 and below

o
o
o

RM1001 - RM2000

No

RM2001 - RM3000

RM3001 and above

10.
11. Have you experienced online shopping
before?*
o Yes
12.
13. How frequently do you buy online?*
o Frequently or once a month

o
o
o

One in six months Twice a year

Once a year
Never bought online

14.
15. For online shoppers, which factors do you
think is the most important?*
o Convenience

Website design

Time saving

o
16.

Security

17.
18. PART B: CONSUMER SATISFACTION
19. Choose and tick your level of agreement for each item, using a scale of l=strongly disagree to
5=strongly agree.
20. 1= Strongly Disagree, 2= Disagree, 3= Slightly Disagree, 4= Slightly Agree, 5= Agree, 6=
Strongly Agree

21.
N

22. Item

23. 24. 25. 26. 27. 28.

1 2 3 4 5
6

30. I am highly satisfied with my decision to shop online.*

29.

31. 32. 33. 34. 35. 36.

1
38. I would prefer to shop online rather than visiting stores.*
37.

39. 40. 41. 42. 43. 44.

2
46. The service provided by the online shopping business is very
45.

47. 48. 49. 50. 51. 52.

satisfying.*

3
53.

Adapted from Anderson and Srinivasan (2003)

54.
55. PART C: ONLINE SHOPPING FACTORS
56. CONVENIENCE
57. Choose and tick your level of agreement for each item, using a scale of l=strongly disagree to
5=strongly agree.
58. 1= Strongly Disagree, 2= Disagree, 3= Slightly Disagree, 4= Slightly Agree, 5= Agree, 6=
Strongly Agree
59.
60.
N

68.

61. Item

62. 63. 64. 65. 66. 67.

1 2 3 4 5
6

69. I can buy the products any time 24 hours a day while
shopping online.*

70. 71. 72. 73. 74. 75.

77. It is easy to choose and make comparison with other products

while shopping online.*

78. 79. 80. 81. 82. 83.

1
76.
2

85. I get on-time delivery by shopping online.*

84.

86. 87. 88. 89. 90. 91.

93. I use online shopping for buying products which are otherwise
not easily available in the nearby market or are unique
(new).*

100.

101.
I shop online as I can take as much time as I want to
decide.*

92.

94. 95. 96. 97. 98. 99.

102. 103. 104. 105. 106. 107.

5
108.
109.
110.
111.
112.
113.
114.
115.
116.
117.
118.
WEBSITE DESIGN
119.
Choose and tick your level of agreement for each item, using a scale of l=strongly
disagree to 5=strongly agree.
120.
1= Strongly Disagree, 2= Disagree, 3= Slightly Disagree, 4= Slightly Agree, 5= Agree,
6= Strongly Agree

121.
N

129.

122.

Item

123. 124. 125. 126. 127. 128.

1 2 3 4 5
6

130.
The website layout helps me in searching and
selecting the right product while shopping online.*

131. 132. 133. 134. 135. 136.

138.
The website design helps me in searching the
products easily.*

139. 140. 141. 142. 143. 144.

146.
I prefer to purchase from a website that provides
safety and ease of navigation and order.*

147. 148. 149. 150. 151. 152.

154.
I prefer to buy from website that provides me with
quality of information.*

155. 156. 157. 158. 159. 160.

1
137.
2
145.
3
153.
4
161.
162.

SECURITY

163.
Choose and tick your level of agreement for each item, using a scale of l=strongly
disagree to 5=strongly agree.
164.
1= Strongly Disagree, 2= Disagree, 3= Slightly Disagree, 4= Slightly Agree, 5= Agree,
6= Strongly Agree

165.
N

173.

166.

Item

174.
I feel that my personal information given for
transaction to the retailer may be compromised to 3rd party.*

167. 168. 169. 170. 171. 172.

1 2 3 4 5
6

175. 176. 177. 178. 179. 180.

1
182.

Online shopping protects my security.*

181.

183. 184. 185. 186. 187. 188.

2
190.

I feel safe and secure while shopping online.*

189.

191. 192. 193. 194. 195. 196.

3
198.

I like to shop online from a trustworthy website.*

197.

199. 200. 201. 202. 203. 204.

4
205.
206.
TIME SAVING
207.
Circle your level of agreement for each item, using a scale of l=strongly disagree to
5=strongly agree.
208.
1= Strongly Disagree, 2= Disagree, 3= Slightly Disagree, 4= Slightly Agree, 5= Agree, 6=
Strongly Agree

209.
N

217.

210.

Item

218.
It takes less time in evaluating and selecting a product
while shopping online.*

211. 212. 213. 214. 215. 216.

1 2 3 4 5
6

219. 220. 221. 222. 223. 224.

1
226.

Online shopping takes less time to purchase.*

225.

227. 228. 229. 230. 231. 232.

2
234.

Online shopping does not waste time.*

233.
3
241.

235. 236. 237. 238. 239. 240.

Adapted from Ganapathi, R. (2015)