Nueva Vizcaya General Comprehensive High School

I. Personal Information
Direction. Answer the following questions honestly by putting a check mark next to the most
appropriate response or by filling in the blanks.

Customer Name (optional):

Sex: Female Male Age:
Occupation:
Monthly Income: Frequency of Online Shopping per Month
 Less than ₱10,000 1  1-3 1
 ₱10,000 - ₱19,999 2  4-6 2
 ₱20,000 - ₱29,999 3  7-9 3
 ₱30,000 - ₱39,999 4  >94
 ₱40,000 - ₱49,999 5
 ₱50,000 and above 6
Monthly Average Amount Spent for Online Shopping
 Less than ₱500 1
 ₱500 - ₱999 2
 ₱1,000 - ₱1,499 3
 ₱1,500 - ₱1,999 4
 ₱2,000 and above 5

II. Customer Satisfaction Towards Online Shopping (SERVQUAL)

Direction. This questionnaire is about your perception of the quality of service provided by
your online shopping experiences. Please mark each feature that corresponds to your
perception of service quality.
RATE DESCRIPTION
5 Very Satisfied
4 Satisfied
3 Neutral
2 Dissatisfied
1 Very Dissatisfied
 Nueva Vizcaya General Comprehensive High School

A. Reliability
Items 5 4 3 2 1
1. My online orders always arrive on schedule.
2. I've never had an order cancelled due to a
delayed shipment.
3. I’ve never received a wrong item.
4. I received refunds for my defective orders.
5. I have never experienced online scam.

B. Assurance
Items 5 4 3 2 1
1. The quality of the products I purchased online is
worth their prices.
2. Before shipping the products, the sellers always
provide pictures of them.
3. The sellers provide detailed and accurate
product descriptions.
4. I'm confident ordering products over the
internet.
5. I am comfortable providing personal
information (phone number, address, email
address, etc.) on online stores/shops.

C. Tangibles
Items 5 4 3 2 1
1. My online purchases have been properly
packaged and secured.
2. The products I received were exactly as
advertised on the online shops I ordered from.
3. My online orders come in nice, neat packaging.
4. The online stores and websites I've ordered
from are visually appealing and well-organized.
5. It is convenient to shop and look for products on
online stores because information about both the
stores and the products is readily available.
 Nueva Vizcaya General Comprehensive High School

D. Empathy
Items 5 4 3 2 1
1. The sellers are extremely patient in answering
my product-related questions.
2. I have not encountered any rude online sellers
in my overall online shopping experience.
3. My concerns about my online orders are
properly addressed by the sellers.
4. I had a good experience with the online sellers I
dealt with.
5. The online sellers with whom I had a
transaction were very nice and respectful.

E. Responsiveness
Items 5 4 3 2 1
1. The sellers were quick to respond to my
questions.
2. The sellers always keep me informed about the
products’ details.
3. The sellers are able to handle my complaints
directly and immediately.
4. The sellers are consistent in replying to my
chats and offers.
5. I've had no trouble ordering online because the
sellers are always responsive and willing to
help.