CONSUMER PERCEPTION AND EXPECTATION TOWARDS ONLINE

SHOPPING - A STUDY WITH REFERENCE TO CHENNAI CITY

QUESTIONNAIRE
PART-I
1. Name (optional) ………………..
2. Age 18-23 years 23-28 years 28-33 years
3. Gender Male Female
4. Educational qualification
Up to +2 Degree / Diploma Post Graduate
5. Occupation Student Govt Employee
Private Employee Self Employed
6. Marital status Married Unmarried
7. Family type Joint family Nuclear family
8. Monthly Income Below Rs.10000 Rs.10000-Rs.30000 Above Rs.30000

PART-II
9. How often do you shop online?
Frequently Occasionally Rarely According to the need
10. How many hours do you spend for online shopping?
Less than ½ an hour ½ an hour-1 hour 1-2 hours 2 hours and more
11. How many years are you shopping online?
Less than 1 year 1-2 years 2-3 years
12. Which device do you prefer for online shopping?
Desktop Laptop Smartphone Tablet
13. Please tick the item(s) that you buy through online shopping sites.
CD/DVD/Pendrives Apparels Footwear Books& Magazines
Bus/train tickets Cosmetics Food items Mobile Phones
Movie tickets Gift Items Bags Others
14. Which website(s) do you use for online shopping?
Amazon Snapdeal Flipcart Paytm Ebay Jabong
Alibaba Shopclues Goodlife Pepperfry Others
15. Select the payment mode adopted in Online shopping
Credit card Debit card Net banking Cash on delivery E Wallet
16. From which sources do you get information about Online shopping sites?
Recommendation from friends Search Engine
Advertisement in Press & Media
17. How much money do you spend on a single online purchase?
Less than Rs.1000 Rs.1000-5000 Rs.5000-10000 More than Rs.10000

18. ONLINE PRE-PURCHASE BEHAVIOUR

Choose the reliability of the information that you searched online before purchasing the
product:

HS-Highly Satisfied; S- Satisfied; N-Neutral; DS-Dissatisfied; HDS-Highly Dissatisfied.

Strongly Neither Agree Strongly

Parameters Agree Disagree
Agree or Disagree Disagree
Online web store is visually
appealing
It is quick and easy to complete
transactions
Presence of instructions for
completing the order form
Information about the product is
clear and descriptive
Ability to add and remove items
from the shopping cart
Seller information given for
further contact
Convenient Shopping
Easy and effective navigation
within the website
Simple and easy placement of
 order
Multiple payment options
Easy cancellation of placed
orders
Providing product description
Contact Information is clearly
given
Easy access to representative
via phone
My information is secure, there
is no sharing of information

19. What problems do you face while shopping online?

Strongly Neither Agree Strongly

Parameters Agree Disagree
Agree or Disagree Disagree
Complicated procedures
Unable to touch the product
No interaction with shopkeeper
Non availability of
products/brands
Damaging products in transit
Receiving wrong product
Doubt about the performance of
the product or brand as expected