CONSUMER BEHAVIOUR IN ONLINE SHOPPING – QUESTIONNAIRE

SECTION A

1. Name:

2. Gender: 1. Male 2. Female

3. Age Group in years: 1. Below 30 2. 31-40 3. 41-50 4. Above 40

4. Marital Status: 1. Unmarried 2. Married

5. Annual Family Income in lakhs: 1. Below 2 2. 2-4 3. 4-6 4. Above 6

6. What goods do you usually shop online?

A6  Goods  Yes No
A6.1 Mobile Phones
A6.2 Apparels & Accessories
A6.3 Groceries
A6.4 Books
A6.5 Electrics & Electronics

7. What are the online shopping websites you make use

AA8 Online shopping websites  Yes No
A7.1 Amazon
A7.2 EBay
A7.3 Flipcart
A7.4 Snapdeal

SECTION B

Consumer Behaviour - Checks Undertaken by Consumer in Placing Online Orders

A: Always (5) O: Often(4) ST: Sometimes(3) R: Rarely(2) N: Never(1)

B1. Website Safety A O ST R N

B1.1 I use only familiar websites.
I get suggestions from known-trusted persons for online
B1.2 purchase websites
I looks for security locks (HTTPS:// instead of just
B1.3 HTTP://) in the website before placing order
B1.4 I keep updating the anti-virus software in my computer system
In case of need, I don’t hesitate to place online orders in
B1.5 Public Terminals (like airports, coffee shops, etc)
B2. Payment Safety
I make sure the company has complete contact details
B2.1 including a street address.
I compare prices and quality of products on different sites
B2.2 prior to making a purchase
B2.3 I check terms and conditions careful inorder to know that
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 there are no hidden costs or restrictions.
B2.4 I ensure safe payment mode for online purchases
I regularly go online to check electronic statements of my
B2.5 debit card / credit card and Account status
B2.6 I prefer online payment rather than cash on delivery
If I see something wrong in the e-statements, I immediately
B2.7 address it.
B3. Product Selection
I like to examine a similar product in a retail outlet before I
B3.1 place online order
B3.2 I always read the reviews and the ratings given for the product
I get influenced by advertisements – computer pop-ups /
B3.3 Media
I compare the quotes from different online vendors for the
B3.4 product’s price
B4.Transaction Safety
I can check the progress of my order online
B4.1
Keep copies of all documents, including electronic records of
auction bids, item descriptions, emails and receipts in case
B4.2 there is a problem later.
I feel the personal information given is secured and not
B4.3 misused

C. Consumer Shopping Experience

C. Consumer Shopping Experience

C1 I received the correct product(s) ordered, as per specifications
C2 The product(s) was of satisfactory quality.
C3 The product(s) was not damaged
C4 I am able to track my order efficiently
D. Consumer Satisfaction

D. Consumer Satisfaction
D1 I often prefer online shopping
D2 It is time saving
D3 The product prices are cheaper when purchased online
D4 Comparison of prices is easier online
D5 It is convenient to shop online

QUESTIONS REGARDING ONLINE SHOPPING OF CONSUMER DATA:

DESCRIPTIVE ANALYSIS:
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1. Form the Frequency and Percentage of Gender, Age, Marital Status and Monthly Family Income
of Consumer
2. Find Mean and SD for all statements regarding Online Shopping of Consumer Behaviour, Online
Shopping Experience and Consumer Satisfaction
3. Find Mean and SD with regard to Factors of Online Shopping of Consumer Behaviour, Online
Shopping Experience and Consumer Satisfaction
4. Form the Frequency and Percentage of Levels of Consumer Satisfaction

INFERENTIAL ANALYSIS:
1. Test whether opinion regarding “Use only Familiar Websites” are above average level
2. Test whether significant difference between Gender with regard to Factors of Online Shopping
of Consumer
3. Test whether significant difference among Age group with regard to Factors of Online Shopping
of Consumer
4. Test whether significant difference between Marital Status with regard to Factors of Online
Shopping of Consumer
5. Test whether significant difference among Monthly Family Income with regard to Factors of
Online Shopping of Consumer
6. Test whether Level of Consumer Satisfaction are Moderate level
7. Test whether association between Gender and Level of Consumer Satisfaction
8. Test whether significant relationship between Factors of Online Shopping of Consumer
Behaviour
9. Test whether significant difference between mean rank towards Factors of Consumer Behaviour.