Group Get A

IV1: Perceived Benefits

Topic: Analyzing customer satisfaction: users perspective towards online shopping
1. I think online shopping offers more privacy when browsing through the products. (Rawisara
S.)
2. I think shopping online is more convenient than going to physical stores. (Rawisara S.)
3. I think online discounts and promotions offered are often attractive. (Rawisara S.)
4. I think online shopping saves me time and effort. (Rawisara S.)
5. I think online retailers provide a wider variety of products than traditional stores. (Rawisara S.)
6. I think Online retailers provide more information about the features of products than traditional
stores. (Rawisara S.)
7. While shopping online, I can find some products that are not easily available in physical
stores. (Rawisara S.)
8.Online shopping facilitates comparative analysis of similar products. (Rawisara S.)
Source: https://www.emerald.com/insight/content/doi/10.1108/NBRI-04-2016-0012/full/pdf?
title=analyzing-customer-satisfaction-users-perspective-towards-online-shopping

IV2: Customer Service

1.It is easy to contact the customer service department. (Rawisara S.)
2.The customer service has the ability to answer inquiries or requests. (Rawisara S.)
3.I think the customer service is friendly and professional.(Patipan)
4.I feel that the customer service is willing to support or direct questions to the appropriate level.
(Patipan)
5.The significant factor that can satisfy customers is delivering goods that are undamaged.
(Pipat S.)
6. The one thing that customers expect from is product delivery is timely. (Pipat S.)
7. Your firm provides greater choices of payment methods from online and physical stores.
(Pipat s.)

IV3: Perceived Ease of use

Topic: Measuring consumer perceptions of online shopping convenience
1.The online platform is user-friendly for making purchases. (Patipan)
2.I think the online platform is unnecessarily complex. (Patipan)
3.The online shopping platform is easy to understand and navigate. (Patipan)
4.I am able to find desired products quickly. (Patipan)
5.I think that I would need the support of a technical person to use this platform. (Patipan)
6.I think that various functions of the platform are well integrated. (Patipan)
7.I imagine that most people would learn to use this platform very quickly. (Patipan)
8.I feel very confident using the platform. (Patipan)
9.I need to learn a lot of things before I could get going with the platform. (Patipan)
10.Online payment is simple and convenient. (Patipan)
11.Payment methods are flexible. (Patipan)
12.I am able to complete my purchases without difficulty. (Patipan)
Source:
https://www.emerald.com/insight/content/doi/10.1108/09564231311323962/full/pdf?
title=measuring-consumer-perceptions-of-online-shopping-convenience

IV4: Personalization
1. I think the recommended items on the online shopping platform are attractive to me. (Patipan)
2.The items I am looking for often go on sale. (Patipan)
3. I think it gives convenient opportunities to buyers to not go to stores. (Soudaluck S.)
4. Clear information about products we want to purchase and vendors.(Soudaluck S.)
5. It often has more exclusive sales and discounts than in physical stores.(Soudaluck S.)
6. I think online shopping websites understand my specific needs, for example often show me
products that I like. (adapted from M-shopping service quality dimensions and their effects on
customer trust and loyalty: an empirical study) (Zilin Q.)
7. I think online shopping sites have my best interests at heart, for example they often notify me
that there are promotions and discounts on products I've viewed. (adapted from M-shopping
service quality dimensions and their effects on customer trust and loyalty: an empirical study)
(Zilin Q.)
Source:
M-shopping service quality dimensions and their effects on customer trust and loyalty: an
empirical study https://www.emerald.com/insight/content/doi/10.1108/IJQRM-11-2020-0374/
full/pdf?title=m-shopping-service-quality-dimensions-and-their-effects-on-customer-trust-and-
loyalty-an-empirical-study

IV5: Return policy

1.I think that online shopping should refund the purchase price (or replace product/ repair the
product) for an unsatisfactory product. (Pipat S.)
2. It is simple and practical to return the items bought from online shopping. (Pipat S.)
3.Some of the processes of return or refund are easier, but many sellers make it complicated for
the buyer. (Soudaluck S.)
4. I feel that the refund process from the return service is guaranteed and has low risk (adapted
from The leniency of return policy and consumers’ repurchase intention in online retailing) (Zilin
Q.)
5. I feel that the platform has provided specific and clear return service explanations (adapted
from The leniency of return policy and consumers’ repurchase intention in online retailing) (Zilin
Q.)
6. I feel that personal privacy is protected well on this platform and from the sellers. (adapted
from The leniency of return policy and consumers’ repurchase intention in online retailing) (Zilin
Q.)
7. I feel that the return service staff of this platform can solve the problems for consumers swiftly
(adapted from The leniency of return policy and consumers’ repurchase intention in online
retailing) (Zilin Q.)
Source:
The leniency of return policy and consumers’ repurchase intention in online retailing
https://www.emerald.com/insight/content/doi/10.1108/IMDS-01-2019-0016/full/pdf?title=the-
leniency-of-return-policy-and-consumers-repurchase-intention-in-online-retailing