QUESTIONNAIRE: Effectiveness of E marketing A study of consumer goods: Part A:

Transcription

1 QUESTIONNAIRE: Effectiveness of E marketing A study of consumer goods: Part A: Put a tick mark in the appropriate box regarding your details from the following: 1.1 Gender: Male : Female : 1.2. Age: Marital status: Single married 1.4 Life stage: young and dependent young and independent less young and independent family with children at home empty nesters / retired 1.5 Type of customers: student professional Salaried Business

2 Housewife Retired 1.6. Qualification: U.G P.G Professional Others 1.7Gross annual income in INR: Less than 4 lacs 4 5 lacs 5-7 lacs Above 7 lacs 1.8 Tax payer or not: Yes No

3 PART B Consumer Purchase Behaviour 2.1. Have you had any experience in buying products through internet (please tick) Yes No 2.2. If yes how often do you use the internet? Frequently (More than 12 times in a month) Occasionally (Less than 12 times in a month) Rarely I have used the internet only a few times I have never used the internet 2.3. What products have you purchased on line please tick: Jewellery Textiles Gift articles Books / CD s Electronic goods Others(please specify) 2.4. When you buy products on line which of the procedures do you follow : (please tick the appropriate box) I buy online after analyzing the information provided on line I get information from the internet and discuss with others before placing orders online I get information from the internet, visit shops to verify the details and place order either online or buy locally I get the information from internet but I buy only from the local dealers / shops

4 2.5. How often have you visited online stores during the last 12 months? None More than 20 times 2.6. How often have you purchased the products on line? Please tick Once in 10 days Once a month Once in 2 months Once a quarter 2.7. What is the total value of purchases through on line in a year? (Please tick) Less than Rs 5000 Between rs.10,000 - Rs 25,000 Between Rs. 25,000 - Rs. 50,000 Between 50,000 Rs.1,00,000 Above Rs. 1,00, Name the online stores or websites from which you have made purchases

5 PART C 3.1. In your opinion please rank from 1 to 10 (with 1 being most influential in your choice) in order of priority the reasons for purchasing online. Factors Rank 1. Security 2. Ease of usage 3. Speed/saving of time 4. Reliability 5. Deals offered by the company 6. Gathering information 7. Wide range of choice 8. Easy payment mechanism 9. Quick delivery of products and services 10. Access to global markets 3.2. Please indicate (by a tick mark) the degree of your agreement against each statement given below: SA - Strongly Agree A - Agree N - Neutral D Disagree SD- Strongly Disagree S.No Statements SA A N D SD 1. The instructions displayed in the web are very clear 2. The site enables the visitors to acquire the required information 3. The web site has related links so that the customer is able to get maximum information. 4. Navigation is easy 5. Product selection is easy/ enjoyable. 6. Ordering procedure is simple. 7. Payment process is simple to follow. 8. The website is interesting to watch 9. The site uses multimedia and color graphics and shows colorful electronic images of products

6 S.No Statements SA A N D SD 10. Images of the products give a good sense of the actual product. 11. Supplementary information such as size, weight, colors etc are depicted clearly on the web site. 12. Web site able to receive and send messages quickly 13. The web site is able to store historical bases of information 14. Web site is able to handle large volume of data 15. The financial information and personal information is not misused or does not result in data theft. 16. The site allows customers to make online payments through secure electronic payment system. 17. The site enables customers to check delivery and order status of the goods ordered by them. 18. Websites have contact details. 19. Websites send confirmation when orders are placed. 20. Websites do not sell address for advertising purposes. 21. Websites provide details of customer service. 22. Websites provide details of after sales service.

7 3.3. Please indicate by a TICK mark the degree of your satisfaction against each statement given below SA - Strongly Agree A- Agree N- Neutral D Disagree SD- Strongly Disagree S.No Statements SA A N D SD 1. Internet sellers do not overcharge the credit or debit card 2. Personal information is not misused by internet merchants. 3. Correct delivery of products is ensured. 4. Real product matches the product displayed on the website. 5. Complete disclosure of product information. 6. Refund policy is presented clearly. 7. Product prices are clearly stated 8. Orders are delivered in good condition 9. Orders are delivered on time 10. Better product return service 11. Bad reviews like not receiving a refund / not receiving a product are less 12. Been in online business for quite some time with good track record. 13. Minimal browsing to find the desired product 14. Varieties in products available for selection 15. Best product selection is possible

8 S.No Statements SA A N D SD 16. Enables the buyer to judge the quality of the product as displayed in the web. 17. Gifts arrive in properly packed condition 18. Online support staff is responsive to the needs of customers. 19. Access to latest products 20. Best source to search for information 21. Hassle free shopping 24*7 22. Cancellation of order is possible 23. A cooling off period is given to cancel the order 24. Replacement of goods is possible if the products are defective 25. Refund policy is available if the delivery is not made within the due date. 26. Trade association or an ombudsman is available in case of grievances Overall assessment of customer satisfaction with online buying: Please indicate by a tick mark the degree of your satisfaction against each statement given below : HS Highly Satisfied S - Satisfied N - Neutral D- Dissatisfied HD Highly Dissatisfied S.No Statements HS S N D HD 1. I am satisfied with online shopping experience 2. I found the overall services of e tailers / online stores outstanding 3. The quality of services meets my expectations

9 4. I would recommend buying online to my friends/ relatives 5. I would make repeated purchases through online Suggestions for improvement : Thank You

10 Cronbach Alpha Reliability Test Results Scale : Website Features Cases Case Processing Summary Valid Excluded a Total a. Listwise deletion based on all variables in the procedure. N % Reliability Statistics Cronbach's Alpha N of Items Item-Total Statistics The instructions displayed in the web are very clear The site enables the visitors to acquire the required information The web site has related links so that the customer is able to get maximum informat Navigation is easy Product selection is easy/ enjoyable. Ordering procedure is simple. Payment process is simple to follow. The website is interesting to watch The site uses multimedia and color graphics and shows colorful electronic images of Images of the products give a good sense of the actual product. Supplementary information such as size, weight, colors etc are depicted clearly on Web site able to receive and send messages quickly The web site is able to store historical bases of information Web site is able to handle large volume of data The financial information and personal information is not misused or does not result The site allows customers to make online payments through secure electronic The site enables customers to check delivery and order status of the goods ordered Websites have contact details. Websites send confirmation when orders are placed. Websites do not sell address for advertising purposes. Websites provide details of customer service. Websites provide details of after sales service. Scale Corrected Cronbach's Scale Mean if Variance if Item-Total Alpha if Item Item Deleted Item Deleted Correlation Deleted

11 Scale : Consumer Satisfaction Cases Case Processing Summary Valid Excluded a Total a. Listwise deletion based on all variables in the procedure. N % Reliability Statistics Cronbach's Alpha N of Items Internet sellers do not overcharge the credit or debit card Personal information is not misused by internet merchants. Correct delivery of products is ensured. Real product matches the product displayed on the website. Complete disclosure of product information. Refund policy is presented clearly. Product prices are clearly stated Orders are delivered in good condition Orders are delivered on time Better product return service Item-Total Statistics Bad reviews like not receiving a refund / not receiving a produc are less Been in online business for quite some time with good track record. Minimal browsing to find the desired product Varieties in products available for selection Best product selection is possible Enables the buyer to judge the quality of the product as displaye in the web. Gifts arrive in properly packed condition Online support staff is responsive to the needs of customers. Access to latest products Best source to search for information Hassle free shopping 24*7 Cancellation of order is possible A cooling off period is given to cancel the order Replacement of goods is possible if the products are defective Refund policy is available if the delivery is not made within the d date. Trade association or an ombudsman is available in case of grievances. Scale Corrected Cronbach's Scale Mean if Variance if Item-Total Alpha if Item Item Deleted Item Deleted Correlation Deleted

12 Scale : Assessment of online buying experience Cases Case Processing Summary Valid Excluded a Total a. Listwise deletion based on all variables in the procedure. N % Reliability Statistics Cronbach's Alpha N of Items Item-Total Statistics I am satisfied with online shopping experience I found the overall services of e - tailers / online stores outstanding The quality of services meets my expectations I would recommend buying online to my friends/ relatives I would make repeated purchases through online Scale Mean if Item Deleted Scale Variance if Item Deleted Corrected Item-Total Correlation Cronbach's Alpha if Item Deleted