A STUDY ON CONSUMER ATTITUDE AND PERCEPTION TOWARDS ONLINE RETAILNG IN

SAURASHTRA REGION

Demographic Factors

1. Age
 Less than 15
 15-25
 26-35
 36-45
 Above 45

2. Gender
 Male
 Female
 Others

3. Monthly Income
 Less than 20,000
 20,000-40,000
 40,001-60,000
 60,001-80,000
 80,001-1,00,000
 Above 1,00,000

4. Educational Qualification
 SSC
 HSC
 UG
 PG
 Professional Course
 Other…………………….

5. Profession
 Student
 Employee
 Businessperson
 Employee
 Professional
 Housewife
6. Marital Status
 Unmarried
 Married
 Separated

7. Type of Family
 Joint Family
 Nuclear Family

Knowledge about internet & Online Retailing

8. How do you prefer to shop?

 Over the Internet
 Over the Phone
 Physical store visit

9. Since how long you have been using internet?

 Less than a year
 1 – 2 years
 2 – 5 years
 5 -10 years
 More than 10 years

10. How often do you use internet for shopping?

 Daily
 Once in a week
 Twice in week
 Once in a fortnight
 Once in month
 Rarely

11. Why do you prefer to shop online?

 Very convenient and Time saving
 Low Prices
 Wide range of Variety
 Exclusive products availability
 Other reason___________
12. How much time do you spend per week on internet (average in past 6
months)?
 Less than 1 hour
 1 to 5 hours
 6 to 10 hours
 11 to 15 hours
 16 to 20 hours
 More than 20 hours

13. Where do you usually access the internet connection?

 At home
 At office
 At public Wi-Fi access areas

14. Which type of internet connection do you have?

 Limited Access
 Unlimited Access

15. Which website(s) do you prefer to shop online?

1 Amazon
2 Flipkart
3 BookMyShow
4 Myntra
5 Ajio
6 Pharmeasy
7 Snapdeal
8 BigBasket
9 Nykaa
10 Paytm Mall
11 TATA CLIQ
12 Swiggy
13 MakeMyTrip
14 Zomato
15 Pepperfry
16 Redbus
17 Netmeds
18 Firstcry
19 Urbanclap
20 Fabindia
21 Dominos
22 Purplle
 23 OTHERS…(please specify)

16. What types of Products do you prefer to shop online? (please check all that
apply)

1 Books & Magazines

2 Computer Hardware
3 Computer Software
4 Music, Recordings
5 Video games
6 Electronic goods
7 Gift Articles
8 Travel(air tickets, rail ticket, bus
trip, car rentals, hotel bookings)
9 Concert or Movie tickets
10 Baby care products
11 Home decor & Furnishings
12 Healthcare & hygiene products
13 Clothing & Accessories
14 Footwear
15 Cosmetics
16 Nutrition supplies
17 Groceries
18 Sports equipment
19 Toys, Games
20 Automobile accessories
21 Others(Please specify)

17. For whom do shop online the most?(you can select more than one)
 For your self
 Spouse and kids
 Other family members
 Friends
 If others please specify_____________

18. What kind of information you look for the most while choosing a product
during shopping online?
 Products features
 Price comparisons
  Availability of the product
 Other information

19. Generally how many websites /applications you visit before making purchase
decision?
 1
 2
 3
 4
 More

Factors Determining Consumer Perception & Attitude

Please tick anyone in the scaling in each of the statement.

SA – Strongly Agree, A – Agree, N- Neutral, D – Disagree, SD – Strongly disagree

20. How important are the below mentioned factors while shopping online?

Sr. Statement SA A N D SD
No.
1 Availability of the information from
the seller
2 Access to reviews of the others
consumers
3 Opinions and recommendations
from the experts
4 Shopping online can save time
5 Savings of money
6 Convenience
7 No pressure from sales persons
8 Customized options based on
consumer profile
9 Availability of wide range of goods
online
10 Accurate descriptions of products on
website/application
11 Shopping online is as Secure as
Traditional shopping
12 I hesitate while sharing my bank
details, while shopping online
13 I feel frustrated about the
dissatisfaction I may feel for a
purchase I made online
14 Information available on
 website/application regarding
products are sufficient enough
15 I will go for online shopping only if
the prices are lower than shopping
from store
16 After sales services affects my online
shopping decision
17 Promotions & Advertisements are
the factors influences my online
shopping decision
18 Websites/applications provides
sufficient information and
explanations for the factors that
influences online shopping decision
19 It is important to have latest
products information
20 I can compare products easily while
shopping online
21 Wide range of options available of
Brands
22 24*7 easy accessibility
23 I usually search for only what I need
while shopping online
24 I typically find what I need during
shopping online
25 I feel it is better experience to shop
online in compare to traditional
shopping
26 Online shopping can assure Value
for money
27 Shopping online allows to buy
something at relatively lower price
than traditional shopping
28 There are arrangements for security
of sensitive information while
shopping online

21. How much important are following factors for you while shopping online?

Sr. Factor Very Important Neutra Unimpor Very

Important l tant Unimport
No
ant
Low Price
Product Quality
Offers & Discounts
Delivery time
 Product’s unavailability in
local market
Brand image
Guarantee & Warrantee
Privacy of personal
information
Description of the
products
Security
Options for
Return/Exchange

22. Please select the person, who influences you for shopping online?
 Self
 Family members
 Friends
 Society
 Others________

23. Out of all the shopping that you do online, how much you consume?
 Very low
 Low
 Moderate
 High
 Very high

24. Do you believe that expenses have significantly increased after starting
shopping online?
 Yes
 No

25. Please select which of the following factor will satisfy you the most while
shopping.
Low Prices
International Brands
Complaint handling procedure
Loyalty towards website/application
Delivery speed
Difference between Expectations and
Actual product
Option for Return/Exchange
26. How much important are each of the below factors which can motivates you
to Keep shopping online?
Sr. Factor Very Important Neutra Unimpor Very
Important l tant Unimport
No
ant
1 Products is not as per
specification
2 Waiting to receive the
product
3 Risk associated with credit
card transactions
4 Risk of Identity theft
5 Issue in return/exchange
of the product
6 Risk of not getting what I
paid
7 Risk of loss of privacy
8 Knowledge of Internet
9 Lack of Trust in Vendors
10 Complexity in online
shopping compared to
traditional shopping
11 Not being able to feel the
product by touch
12 More expensive than
those are sold in physical
stores
13 Any previous bad
experience
14 Time spent on shopping
online

27. Which source of information do you consult while shopping online?

 Family members
 Friends
 Online ratings & reviews
 Offline shoppers

28. Have you ever had any dissatisfying experience while shopping online?

YES NO
1 Hidden charges
2 Mandatory Registration
3 Incomplete contact details
4 Lengthy checkout process
 5 Unclear deliver details
6 Disorganized/complex website/application
7 Pages were too slow to download
8 I could not find what I was looking for
9 This has never happened to me

29. What kind of payment options you prefer to shop online?

 Credit card
 Debit card
 Bank transfer
 Third party payments (Google pay, Paytm, Paypal)
 Cash on delivery
 Others_______________

30. Approximately how much you have spent in online shopping in past 6
months?
 Less than 1000
 1,001-10,000
 10,001-20,000
 20,001-30,000
 31,001-40,000
 More than 40,000

31. Please share your overall experience while shopping online?

 Excellent
 Very good
 Good
 Not bad
 Very bad

32. Any Suggestions you could make to improve experience while shopping
online__________________________________________________________
_______________________________________________________________
_____________________

Thank you for sharing your valuable time and cooperation……