Examining the customer perception towards

online service quality in Retail

PART-A
1. Gender a) Male b) Female
2. Highest Education a) UG b) PG c) Others
3. Age a) 16-24 b) 25-34 c) Above 35
4. On average, how often do you use the Internet for information search,
online shopping or other purpose?
a) Once a month b) Once a week c) 2-5 times a week d)>5 times a week
5. Classification of respondents based on purchase types
a) Online Purchaser b) Non-Online Purchaser
6. Which E-commerce website do you use more to purchase from?
a) Flip kart b) Amazon c) Snapdeal d) E-bay e) Others
7. What products do you purchase more through Online shop?
a) Electronics b) Households c) Gifts/books d)Others
8. How much do you spend in a month for Online purchase?
a) <Rs.2000 b) Rs.2000-Rs.4000 c) Rs.4000-6000 d) >Rs.6000

PART-B

Sno Statement Strongly Dis Can’t Agree Strongly

disagree agree say agree
1 The quantity and quality of the product/service
received was exactly the same as that I ordered
2 The product/service I Ordered was Delivered to
me within
the time Promised by the online retailer
3 The billing process was accurately handled and
its records were kept accurately
4 The online retailer responded
to my inquiry promptly
5 The online retailer offered multiple ordering
 options
6 All the terms and conditions (e.g. payment
,warranty, return policies) were easy to
read/understand
7 The contents in the Website were easy to
understand
8 The online retailer gave me personalized
attention such as telephone or mail options
9 The Website had a message area for customer
questions and comments
10 I received a personal “thank you” note via e-
mail or other media after I placed an order
11 I felt secure in providing persona l information
for online purchase
12 I felt the risk associated with online
transactions was low
13 The Website showed how long the online
retailer has been in this online business
14 I received special rewards and discounts as
promised from doing business with the online
retailer
15 The system of the Website rapidly retrieved the
information I requested
16 When the online retailer promised to e-mail or
call me by a certain time, it did so
17 If I want to,I could easily contact a customer
service representative over the telephone
18 The Website showed its street and e-mail
addresses, and telephone and fax numbers
19 For more information, I could turn to the online
retailer’s chat rooms, bullet in boards, or others
20 The Website address was easy to remember
21 The organization and structure of online
catalogs were logical and easy to follow