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:

21 – 30

31 - 40

41 - 50

51 - 60

1.3 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
 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
 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
2.5. How often have you visited online stores during the last 12
months?
" None

" 1–2

" 3 -5

" 6 – 10

" 11 – 20

" 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. 1,00,000
2.8 Name the online stores or websites from which you have made
purchases

#
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
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 email address for
advertising purposes.
21. Websites provide details of customer
service.
22. Websites provide details of after sales
service.
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

 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.

3.4. 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
4. I would recommend buying online to my
friends/ relatives
5. I would make repeated purchases through
online

Suggestions for improvement :

Thank You
 Cronbach Alpha Reliability Test Results

Scale : Website Features

Case Processing Summary

N %
Cases Valid 52 100.0
Excludeda 0 .0
Total 52 100.0
a. Listwise deletion based on all
variables in the procedure.

Reliability Statistics

Cronbach's
Alpha N of Items
.887 22

Item-Total Statistics

Scale Corrected Cronbach's

Scale Mean if Variance if Item-Total Alpha if Item
Item Deleted Item Deleted Correlation Deleted
The instructions displayed in the web are very clear 78.33 104.499 .473 .883
The site enables the visitors to acquire the required
78.31 105.472 .420 .884
information
The web site has related links so that the customer is
78.42 103.857 .448 .883
able to get maximum informat
Navigation is easy 78.13 104.197 .563 .881
Product selection is easy/ enjoyable. 77.85 107.074 .454 .883
Ordering procedure is simple. 78.00 103.137 .640 .879
Payment process is simple to follow. 77.92 105.719 .456 .883
The website is interesting to watch 78.42 103.896 .497 .882
The site uses multimedia and color graphics and shows
78.46 105.783 .365 .886
colorful electronic images of
Images of the products give a good sense of the actual
78.40 101.736 .643 .878
product.
Supplementary information such as size, weight, colors
78.50 107.549 .342 .886
etc are depicted clearly on
Web site able to receive and send messages quickly 78.44 103.546 .475 .883
The web site is able to store historical bases of
78.27 107.181 .338 .886
information
Web site is able to handle large volume of data 78.27 105.495 .400 .885
The financial information and personal information is not
78.65 99.486 .589 .879
misused or does not result
The site allows customers to make online payments
78.02 103.627 .575 .880
through secure electronic
The site enables customers to check delivery and order
78.06 102.095 .652 .878
status of the goods ordered
Websites have contact details. 78.19 101.962 .642 .878
Websites send confirmation when orders are placed. 78.02 104.607 .479 .882
Websites do not sell email address for advertising
78.96 105.214 .296 .890
purposes.
Websites provide details of customer service. 78.48 102.333 .538 .881
Websites provide details of after sales service. 78.69 102.649 .491 .882
Scale : Consumer Satisfaction

Case Processing Summary

N %
Cases Valid 52 100.0
Excludeda 0 .0
Total 52 100.0
a. Listwise deletion based on all
variables in the procedure.

Reliability Statistics

Cronbach's
Alpha N of Items
.804 26

Item-Total Statistics

Scale Corrected Cronbach's

Scale Mean if Variance if Item-Total Alpha if Item
Item Deleted Item Deleted Correlation Deleted
Internet sellers do not overcharge the credit or debit card 88.50 151.431 .423 .795
Personal information is not misused by internet merchants. 88.81 149.766 .489 .793
Correct delivery of products is ensured. 88.35 153.172 .455 .796
Real product matches the product displayed on the website. 88.60 148.951 .526 .791
Complete disclosure of product information. 88.38 150.202 .577 .792
Refund policy is presented clearly. 88.79 144.248 .601 .786
Product prices are clearly stated 88.27 156.122 .272 .801
Orders are delivered in good condition 88.31 150.688 .507 .793
Orders are delivered on time 88.52 150.294 .450 .794
Better product return service 89.04 145.920 .610 .787
Bad reviews like not receiving a refund / not receiving a product
88.92 149.053 .504 .792
are less
Been in online business for quite some time with good track
88.56 149.820 .500 .793
record.
Minimal browsing to find the desired product 88.54 154.097 .337 .798
Varieties in products available for selection 87.69 151.511 -.073 .906
Best product selection is possible 88.33 153.009 .393 .797
Enables the buyer to judge the quality of the product as displayed
88.69 148.531 .507 .791
in the web.
Gifts arrive in properly packed condition 88.50 146.843 .616 .788
Online support staff is responsive to the needs of customers. 88.54 144.449 .619 .786
Access to latest products 88.00 155.765 .400 .799
Best source to search for information 88.12 157.869 .126 .804
Hassle free shopping 24*7 87.92 156.190 .254 .801
Cancellation of order is possible 88.88 145.633 .517 .789
A cooling off period is given to cancel the order 89.31 149.354 .390 .795
Replacement of goods is possible if the products are defective 88.81 143.688 .652 .784
Refund policy is available if the delivery is not made within the due
89.06 142.604 .607 .785
date.
Trade association or an ombudsman is available in case of
88.98 150.176 .380 .796
grievances.
Scale : Assessment of online buying experience

Case Processing Summary

N %
Cases Valid 52 100.0
Excludeda 0 .0
Total 52 100.0
a. Listwise deletion based on all
variables in the procedure.

Reliability Statistics

Cronbach's
Alpha N of Items
.932 5

Item-Total Statistics

Scale Corrected Cronbach's

Scale Mean if Variance if Item-Total Alpha if Item
Item Deleted Item Deleted Correlation Deleted
I am satisfied with online
14.56 9.624 .759 .929
shopping experience
I found the overall
services of e - tailers / 15.04 9.528 .763 .928
online stores outstanding
The quality of services
14.83 8.773 .805 .920
meets my expectations
I would recommend
buying online to my 14.71 8.327 .895 .902
friends/ relatives
I would make repeated
14.79 7.582 .912 .901
purchases through online