A STUDY ON WEB BASED SHOPPING: CONSUMERS’

ATTITUDE TOWARDS ONLINE SHOPPING IN

DHARMAPURI DISTRICT

Questionnaire
Part – I

Name ___________________
1. Age (completed in years) ______________
2. Gender 1. Male 2. Female
3. Marital Status 1. Married 2. Single
4. Level of Education 1. Up to 12th Std 2. ITI/Diploma
3. Bachelors 4. Master or above

5. Occupation 1. Student 2. Private employee

3. Govt. Employee 4. Professional

5. Others ___________
6. Monthly income (in Rupees) ______________
7. Family size ___________
8. Nature of Family 1. Nuclear family 2. Joint family
9. Area of living 1. Semi-urban 2. Rural

Part – II

10. Medium of usage of Internet 1. Mobile Phone 2. Tablet

3. Laptop 4. Desktop
11. For how long you have been using internet for shopping
___________________
12. How many times you have bought things on internet (during the past six
months)? _______________
13. In the past 6 months what would be your estimate of online expenditure?
Rs.__________
14. Will you go to the store to check the product before purchasing online?
1. Yes 2. No

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15. What are the products you buy most over the Online?

1. Electronics
1. Mobile Phone & Accessory 2. Television
3. Laptop 4. Tablets
5. Computer & Accessory 6. Smart watches
7. Camera & Accessory 8. Audio & Video
8. Others ______________
2. Clothing & Accessories
1. T shirt 2. Shirt 3. Formals
4. Kids Ware 5. Casuals 6. Travel Bag
7. Others ______________

3. Home Appliances & Furniture

1. Air Conditioners 2. Washing Machine
3. Refrigerator 4. Microwaves
5. Fans & Air coolers 6. Furniture
7. Mattresses 8. Kitchen Dining
9. Home Decor 9. Others __________
4. Sports, Fitness & Outdoors
1. Sports shoes 2. Cricket game accessories
3. Badminton game accessories 4. Fitness apparels
5. Exercise Bikes 6. Sports equipments & Accessories
7. Footwear 8. Others ______________
5. Beauty, Health & Groceries
1. Fragrance 2. Diet & Nutrition
3. Cosmetics 4. Personal care appliances
5. Health care devices 6. Tea & Snack foods
7. Others ______________
6. Travelling & Entertainment
1. Books 2. Travel Ticket
3. Cinema Ticket 4. Ticket for games & Shows
5. Movies, Music & Videos 6. PC Games
7. Others ______________

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 15. How do you pay for online shopping?
1. Credit Card 2. Debit Card 3. Cheque
4. Cash on delivery 5. EMI 6. Net Banking
7. Others ___________
16. How do you reach online shopping website?
1. With the recommendation of the family members
2. With the recommendation of a friend
3. With newspaper and television advertisements
4. With the recommendation of a colleague
5. Through online advertisements
18. The factors affecting online purchase attitude by online buyers. Please √ the most
appropriate number to represent the level of agreement for each statement.
Strongly Agree – 5 Agree – 4 Neutral – 3
Disagree – 2 Strongly Disagree – 1
S.
Factors 5 4 3 2 1
No
Website design quality
It is quick and easy to complete a transaction at this
1
website.
2 This site has competitive prices.
3 This has a good selection.
4 This website understands my needs.
5 The website provides in-depth information.
6 I feel comfortable in surfing this site.
7 The site doesn’t waste my time.
The level of personalization at this site is about right,
8
not too much or too little.
Reliability
The product that came was represented accurately by
9
the website.
10 I get what I ordered from this website.
The product is delivered by the time promised by the
11
company.
Customer service
The company is willing and ready to respond to
12
customer needs.
13 Inquiries are answered promptly.
When you have a problem, the website shows a
14
sincere interest in solving it.
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 I can buy the products anytime 24 hours a day while
15
shopping online.
It is easy to choose and make comparison with other
16
products while shopping online.

19. What are the risk factors you have considered while shopping online?
Please √ the most appropriate number to represent the level of agreement for each
statement.
Strongly Agree – 5 Agree – 4 Neutral – 3
Disagree – 2 Strongly Disagree – 1
S. No Factors 5 4 3 2 1
Financial risks
I feel my credit card details may be compromised
1
and misused if I shop online.
I might get over charged if I shop online as the
2
retailer has my credit card information
I feel that my personal information given for
3 transaction to retailer may be compromised by
third party
Product risk
I might not get what I ordered through online
4
shopping.
5 I might receive malfunctioning merchandise
It is hard to judge the quality of merchandise
6
over internet.
Getting good after sales service is time taking
7
and difficult for online purchase.
Replacement or repair of a faulty product is not
8
easy.
Non-delivery risk
9 I might not receive the product ordered online.
I do not shop online because of non-availability
10
of reliable & well-equipped shipper.
Delivery cost or final price are higher than
11
displayed on the website.
Return policy
I do not purchase online if there is no free return
12
shipment service available.
I purchase online only I can return the product
13
without any frills or strings attached.
I do not purchase online if there is no money
14
back guarantee.
I do not like being charged for shipping when I
15
shop online.

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20. What are the factors influenced in online consumer satisfaction?
Please √ the most appropriate number to represent the level of agreement for each
statement.
Strongly Agree – 5 Agree – 4 Neutral – 3
Disagree – 2 Strongly Disagree – 1

S.
Factors 5 4 3 2 1
No
1 User friendly website
2 Accessibility
3 Reliability & Security
4 Easy of payment
5 Privacy
6 Convenience
7 Time saving
8 Trustworthiness if information
9 Varity of products
10 Delivery service

21. Have any of the following things happened to you when shopping online?
Strongly Agree – 5 Agree – 4 Neutral – 3
Disagree – 2 Strongly Disagree – 1
S.
Attributes 5 4 3 2 1
No
1 Personal information is easily disclosed
2 Goods did not arrive at all
3 Goods arrived in a damaged condition
4 Goods took longer expected arrive
5 Afraid of buying fake product
6 The wrong goods were sent
The goods or services received did not match the
7
description online
8 The right goods arrived but were not suitable
The goods were not of the quality/standard
9
expected
10 You were charged the wrong amount
Your payment, bank or credit card details were
11
used fraudulently
A seller refused to give a refund or replacement
12
when requested
13 Poor after sales service

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