ANNEXURE QUESTIONNAIRE A STUDY ON CONSUMERS' PERCEPTIONS ABOUT ON-LINE SHOPPING IN INDIA PDF

Preview

Summary

ANNEXURE QUESTIONNAIRE A STUDY ON CONSUMERS’ PERCEPTIONS ABOUT ON-LINE SHOPPING IN INDIA Section 1: Direction: Read the question and select the answer that best describes you by putting a tick mark (√) on the correct option. Q:1 Do you have access to Internet? (Qualifying Question to be asked orally...

Description

ANNEXURE QUESTIONNAIRE A STUDY ON CONSUMERS’ PERCEPTIONS ABOUT ON-LINE SHOPPING IN INDIA Section 1: Direction: Read the question and select the answer that best describes you by putting a tick mark (√) on the correct option. Q:1 Do you have access to Internet? (Qualifying Question to be asked orally) (a) Yes________

(b) No ________

Q:2 How many years have you used internet? (a) Less than 1 year ____________□

(b) 1 to 3 years________________ □

□ (d) Above 6 years ______________□

(c) 4 to 6 years_______________

Q:3 Daily how many hours do you use internet except work? (a) Less than 1 hour ______________ (b) 1 to 2 hours __________________ (c) 2 to 4 hours __________________ (d) 4 hours or above ______________

□ □ □ □

Q:4 Where is your primary access to internet except work?

□ (b) At office or work place ___________□ (c) At friend’s place ______________ □ (d) At cyber café _________________ □ (e) At College or study place ________ □ (a) At home ____________________

(f) Any other (Mention) ___________________□ Q:5 What is your primary personal use of the Internet? (Except for work)

□ (b) Games/ Music/ Entertainment ____ □ (c) Online banking/ paying bills______ □ (d) Information and product search ____ □ (a) Email/ Chatting/ E/card _________

303

(e) Purchasing/ shopping ___________ (f) Looking for a job ______________ (g) Surfing (news, articles etc.) ______ (h) Any Other (Mention) ___________

□ □ □ □

Q:6 Indicate your ability to use the internet

□ (b)Somewhat skillful ______________ □ (c)Skillful ____________________ □ (d)Very Skillful __________________ □ (e)Don’t use personally _____________ □ (a)Not skillful ____________________

Q:7 Do you Shop Online? (a) Yes_____□

(b) No_______□

If Yes, Go to question number 9 and continue; If ‘No’ then only answer question no. 8: Q:8 I don’t shop online because: (Only for those who answered ‘No’ for question no. 7) Direction: Read the statementand put a tick mark (√)that best describes your thoughts. Here 1, 2, 3, 4 and 5 means: 1 means Strongly Agree (SA)

2 means Agree (A)

3 means Neither Agree nor Disagree (N)

4 means Disagree (D)

SR. NO.

STATEMENTS

1

I don’t have computer with internet connection at home I don’t have credit card I feel that my personal information given for transaction may be compromised to 3rd party or misused I feel it is difficult to cancel orders when shop online I like to get the feel of product before purchase (see, touch, feel, smell, try)

2 3

4 5

1 SA

304

5 means Strongly Disagree (SD)

2 A

3 N

4 D

5 S D

6 7

SR. NO.

8 9 10 11 12 13 14 15 16 17 18 19 20

21 22 23 24 25 26 27

I like to go to shop from retail store because it gives me pleasure and enjoyment I like to go to shop from retail store because it gives me satisfaction of shopping which I feel I will not be able to get from online shopping STATEMENTS

1 SA

I always like to go to shop with a group which is not possible in online shopping I need people’s (friends, relatives) opinion for purchase Shopping from store gives me a chance of outing Online shopping is very time consuming I am not that technology friendly (Tech Savvy) Online shopping procedure is difficult Repairs and maintenance becomes difficult Takes more delivery time Complaints are not resolved immediately Complaint procedures are lengthy I have heard that complaints are not even listened sometimes by website sellers Whatever is shown on the website; is not delivered same to same I have heard that / I feel that Product design, size, shape and colour are different on website but delivered product is not same If electricity fails, whole procedure of shopping is to be done again I have heard that sometimes transactions fail and money is deducted from our account Returns procedures are very lengthy Have to spend extra money(charges, postages etc.) if we want to return the product I don’t like to divulge my personal information Getting refund becomes difficult Product testing is not possible in case of online shopping Please Go to Last Page - Section 3

(Only for those who answered ‘Yes’ for question no. 7) Q:9 From where did you hear from online shopping websites? (a) Television_____________________ □

□ (c) Newspaper ____________________ □ (b) Radio ________________________

305

2 A

3 N

4 D

5 S D

□ (e) Friends _______________________ □ (f) Family members _______________ □ (g) Relatives _____________________ □ (h) Neighbours ___________________ □ (i) Colleagues ____________________ □ (j) Other websites _________________ □ (d) Magazine _____________________

Q:10 Which websites do you purchase from? Why?

□ (b) Snapdeal.com _________________ □ (c) Amazon.in____________________ □ (d) Ebay.in ______________________ □ (e) Homeshop18.com______________ □ (f) Naaptol.com __________________ □ (g) Bookmyshow.com _____________ □ (h) Myntra.com __________________ □ (i) Priceindia.in __________________ □ (j) Shopclues.com _________________ □ (k) Yepme.com ___________________ □ (l) Indiatimesshooping.com _________ □ (m) Bestylish.com _________________ □ (n) Inkfruit.com _________________ □ (o) Jabong.com ___________________ □ (p) Tradus.in______________________ □ (q) JungleeYebhi.com ______________ □ (r) Infibeam.com__________________ □ (s) Rediff.com ____________________ □ (t) Pepperfry.com _________________ □ (u) Babbyoye.com _________________ □ (v) Firstcry.com ___________________ □ (w) Zovi.com _____________________ □ (x) Koovs.com ____________________ □ (y) Cromaretailindia.com ____________□ (z) Fashionandyou .com_____________ □ (aa) Futurebazaar.com _________ □ (bb) Govasool.com ____________□ (a) Flipkart.com___________________

306

(cc) (dd)

Olx.com _________________□

Quiker.com _______________□

Q:11(a) Which is your most preferred e-tail website? (a) Flipkart.com___________________□

(b) Snapdeal.com _________________□

(c) Amazon.in____________________□

(d) Shopclues.com ________________□ (e) Indiatimes.com________________□

Q:11 (b)Rank the selected website of your choice on the following attributes?

SR. No.

ATTRIBUTE

1

Best Payment options for products Simple purchase procedure Wide range of products Variety of Products Wide Variety of Brands Best quality products Best Filters Best Navigation Product Delivery Services Best product return policy Best Packaging

2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17

1

all

Best Customer Care Services Reputation of not Selling Defective, Fake or Low Quality Products True Offers / Not out of Stock Offers

Best Website Appealing or Graphics Honest and ethical Best Brand Image

Q:12 How long have you been shopping online? (a) 6 months ___________________ (b) 1 year ______________________ (c) 2 years _____________________

□ □ □

307

2

3

4

5

(d) 3 years _____________________ (e) 4 years _____________________ (f) 5 years _____________________ (g) more than 5 years ____________

□ □ □ □

Q:13 What kind of goods do you purchase from Internet? (a) Books________________________________________ (b) CD’s_________________________________________ (c) Software______________________________________ (d) Toys/Video Games______________________________ (e) Gifts_________________________________ ________ (f) Tickets______________________________ _________ (g) Flowers_______________________________________ (h) Consumer Electronics____________________________ (i) House hold products_____________________________ (j) Computer and other related parts/ components_________ (k) Hotel / Travel bookings___________________________ (l) Garments______________________________________ (m) Shoes_________________________________________ (n) Accessories____________________________________ (o) Purses / Belts/ Leather items________________________ (p) Mobile phones__________________________________ (q) Beauty Products ________________________________ (r) Any Other_____________________________________

□ □ □ □ □ □ □ □ □ □ □ □ □ □ □ □ □ □

Q:14 What mode of payment do you prefer for online shopping? (a) Cash on delivery_______________________________ (b) Debit card____________________________________ (c) Credit card____________________________________ (d) Net Banking__________________________________ (e) Easy instalments_______________________________

□ □ □ □ □

Q: 15 Reasons for internet shopping: Direction: Read the statementand put a tick mark (√)that best describes your thoughts. Here 1, 2, 3, 4 and 5 means:

308

1 means Strongly Agree with the attribute on left side (SA)

2 means Agree with the attribute on left side (A)

3 means Neither Agree nor Disagree

4 means Agree with the attribute on right side (A)

(N)

1

2

3

4

5

5 means Strongly Agree with the attribute on right side (SA)

Sr. No. 1

Attribute (Left side) Saves Time

Attribute (Right side) Wastes time

2

Products at cheaper rates

Costlier rates

than retail stores 3

More Relaxing Shopping

Tedious shopping

4

Much Easier Shopping

Difficult shopping

5

More Efficient shopping

Inefficient shopping

6

More Variety

Less Variety

7

Price Comparisons Possible

Not possible

8

Increase Product Knowledge

No change in knowledge

9

10

I am considered Smart in the

Traditional

Group

buyer

I am Technology friendly

Technology resistant

11

Any Other please specify

Q: 16 Do you need help while shopping on the internet? (a) Yes

□

(b) No □

Q: 17 How many products have you purchased on the internet during past 6 months?

309

(a) 1 item___________________________________□

(b) 2 to 4 items_______________________________□

(c) 5 to 6 items_______________________________□

(d) Above 6 items_____________________________□ Section 2: Direction: Read the statementand put a tick mark (√)that best describes your thoughts. (Only for online shoppers) Here 1, 2, 3, 4 and 5 means: 1 means Strongly Agree (SA)

SR. NO

2 means Agree (A)

3 means Neither Agree nor Disagree (N)

STATEMENTS

4 means Disagree (D)

5 means Strongly Disagree (SD)

1 SA

2 A

3 N

4 D

5 SD

1 SA

2 A

3 N

4 D

5 SD

Perception Related Statements: 1

I think I have enough knowledge about computers and the internet to be able to find information about products on the internet

2

I think it’s easy to find information about products on the internet

3

I think I have enough knowledge of computers and the internet to be able to compare products on the internet

4

Online shopping gives me better control on my expenses

5

I find online shopping compatible with my lifestyle

6

I am able to find the best price for my desired product through the use of price-comparison websites

SR. NO

STATEMENTS

7

I cannot find what I want in local stores

8

Shopping online improves my image

9

Shopping online requires a lot of mental and learning efforts

310

10

I believe it is easy way to shop online to get what I want

11

Online shopping is enjoyable

12

Online shopping gives me satisfaction of purchasing

13

Online shopping makes me a smart buyer

14

Online shopping provides me more knowledge and information

15

Online shopping is a waste of time

16

Online shopping offers me product variety to choose from

17

Online shopping saves my time

18

Online shopping offers me convenience of time, atmosphere etc.

19

I can shop online at my ease

20

I don’t have patience to scroll all the websites for shopping online

21

People of my age should always shop online

22

I shop online because my friends/ colleagues/ relatives/ neighbours buy online

23

I shop online because it offers deals

24

Word-of-mouth endorsements from other users are important for me

25

I only shop online to redeem the coupons only

26

Websites offer customised offers

27

I read the policies, terms and conditions prior to making final purchase

28

I always give comments or feedback or ratings regarding the items when asked by the websites

29

I will continue to be faithful to online shopping

30

I see the pop-up advertisements and then I shop online

31

I am attracted towards the website advertisements on internet

32

I am prompted to purchase by website advertisements on any media

311

33

I feel all websites should give pop-up advertisements

34

I feel all online advertisements are related to what we are looking for on the website.

35

I think all companies should advertise on different websitesthrough pop-ups

SR. NO

STATEMENTS

1 SA

Factors to be Considered When Visiting Online Shopping Websites 1

Company profile and brand identity

2

Security certificated

3

Customer service

4

Detailed and true product information

5

Large selection of products

6

Terms and conditions of websites

7

Cost of delivery

8

Speed of delivery

9

Easy navigation and search

10

Simple purchase procedures Online Shopping Websites Related Statements:

1

It is quick and easy to complete transactions on the online shopping websites

2

Online shopping websites offer cheaper rates

3

Online shopping websites offer a variety of products to choose from

4

Online shopping websites provide in-depth information

5

Online shopping websites’ interface is easy to navigate

6

Websites offer more payment options (Cash on delivery, Hire Purchase, Easy Instalments etc.)

7

Online shopping websites should offer different language options to help different customers of different nationalities

312

2 A

3 N

4 D

5 SD

8

Website design/layout helps me in searching and selecting the right kind of product while shopping online

1

Online Shopping Websites Reliability/ Fulfilment Statements: The online shopping websites represent the product accurately

2

Online shopping websites deliver exactly what is ordered

3

Online shopping websites deliver the product by time they promise

4

Online shopping websites deliver undamaged products

SR. No.

Online Shopping Websites Customer Service Statements:

1

Online shopping

2 3 4 5 6 7 8 9 10

websites offer toll free numbers and email contacts Online shopping websites are willing and ready to respond to customer needs Online shopping websites provide quick answers to queries raised When you have problem online shopping websites shows interest to genuinely solve your problem Online shopping websites offer many payment options Online shopping websites offer warranty/guarantee services Online shopping websites offer free home delivery of products Online shopping websites offer easy and hassle free product return processes Online shopping websites offer easy reparability service procedures Online shopping offers 24 x 7 hours convenience shopping Online Shopping Websites Privacy /Security Concerns related Statements:

1

I feel safe in my transactions while shopping online

2

Online shopping websites have adequate security features

3

I feel my privacy is protected while shopping online

313

1 SA

2 A

3 N

4 D

5 SD

Difficulties you Face While Online Shopping 1

Repairs and maintenance becomes difficult

2

Takes more delivery time

3

Complaints are not resolved immediately

4

Complaint procedures are lengthy

5

Complaints are not even listened sometimes

6

Sometimes get defective product

7

Product design, size, shape and colour are different on website but delivered product is not same

8

Online shopping procedure is difficult and cumbersome

9

If electricity fails, whole procedure of shopping is to be done again

10

Sometimes transactions fail and money is deducted from our account

11

Returns procedures are very lengthy

12

Have to spend extra money(charges, postages etc.) if we want to return the product

13

Getting refund becomes difficult

14

There are no stringent cyber laws in our country

15

It is hard to judge the quality of product Overall Satisfaction

1 2 (HS) (S)

3 (NN)

4 (DS)

5 (H D)

O

How will you grade your overall satisfaction from online shopping Here 1, 2, 3, 4 and 5 means: 1 means

2 means

3 means

4 means

5 means

Highly Satisfied (HS)

Satisied (S)

Neither Satisfied Nor Dis-satisfied (NN)

Dis-satisfied (DS)

Highly Dissatisfied (HD)

Section 3 Direction: Read the question and select the answer that best describes you by putting a tick mark (√) on the correct option.

314

1. Gender: (a) Male_______________□ 2.

(b) Female_______________□

Marital Status:

(a) Single_______________________□ (b) Married______________________□ 3. Education: