A STUDY ON YOUTH PERCEPTION ON e RETAILING IN HOSUR.

Part A: Personal Information

1. Please indicate your field of study [tick four boxes maximum]?

a) Engineering b)Medical c) Marketing d) Management e) Social Science f) Accounting g) Low h)Other

2. Please indicate your age?

< 21 21-25 26-30 31-35 > 35

3. Please indicate your gender? Male Female

4. Please indicate the extent to which you visit the following web sites?
Never day Once a year Once a month Once a week Once a or more
Book stores
Music stores
Movies stores
Secondhand Products
Search engines
E-shops

Very Neutral Very

Q.no Dis- Satis-
satisfied fies
5 How satisfied are you with the PC you use?
6 How satisfied are you with the connection speed?
7 How satisfied are you with the ability of your printer to print directly from the web?
8 How satisfied are you with the ability to download from the web to your own PC or discs?
9 How easy is it to find the desired web site?
10 How easy is it to use web page links?
11 How easy is it to find relevant information?
12. On average per internet visit what time do you spend on a specific web site? [Minutes]

<1 1-5 26-15 16-30 >30

13. On average per internet visit what time do you stay on the web? [Minutes]

<15 15-30 31-60 61-120 >120

14. On average per week what is the number of internet visits?

<2 2-5 6-10 11-20 >20

15. You are from
Rural area _______________ Urban area____________

Part B:

Please indicate on a five point scale the extent to which you find the following statements important by circling a number in
the first column and also indicate on a five point scale the extent to which you satisfied or dissatisfied with the following
statements.
Expectations: (How Important is this item to you) 1 = Not important 2= Less important 3 = Neutral 4= Important
5 = Very important
Perceptions: (Level of satisfaction with this item) 1 = Very dissatisfied 2= dissatisfied 3 = Neutral 4=Satisfied
5 = Very satisfied

S.No E P
Clarity of purpose
1 The purpose is clear
2 Finding your way on the web site is easy.
 3 Instructions are directly available
Design
4 The number and type of links are meaningful
5 Navigation is consistent and standardized
6 A standard navigation bar, a home button and back/forward button are available on every page
7 Opening of new screen is kept to a minimum
8 It is easy to print from the web
9 Information is found with a minimum of click
10 There are well programmed search options
11 Forms to enter personal details are self-explanatory
Communication
12 Scrolling through pages and text is kept to a minimum
13 Colors, pictures and images are consistent, relevant and clear
14 Web sites animations are meaningful
Assurance
15 The security policy is accessible
16 The privacy policy is accessible
17 The web sites contains company details
18 External validation of trustworthiness is important
19 Brand images is important
Service and Frequently Asked Questions
20 An email address for queries and complaints is provided
21 Queries or complaints are resolved within 24 hours
22 User feedback is sought to measure customer satisfaction
23 Information is provided to Frequently Asked Questions and answers
24 The Frequently Asked Questions and answers contain links that take the user to the relevant page
Accessibility and speed
25 24*7*365 user accessibility
26 Page availability information is given on entry
27 Access is fast
28 Graphics and animations do not detract from use
Product or service choice
29 Full product or service characteristics are available
30 Full detail of product or service pricing are available
31 Required stock information is available throughout the buying process
Order confirmation
32 Tax and/or other charges are clearly detailed
33 Terms and conditions of sales are accessible
34 Access to anticipated delivery times is available at all times Product purchase
35 The user can make a purchase without web site registration
36 Different payment options are stated clearly
36 A complete overview of the order is presented before final purchase decision
38 All relevant order confirmation details are sent by email within 24 hours
39 Order tracking details are available until delivery
40 Order cancellation and return details are confirm within three days
User recognition
41 The registration process is simple
42 Registration process details are retained
43 The home page features options for new and registered users
Extra service
44 A customer platform is provided for exchange of ideas
45 Links are provided to pages on related products and services
46 Search on related sites are provided (e.g. a hotel/flight search on travel sites)
47 The user can customized the web sites and the information is retained (e.g. seat and meal preferences on
travel sites)
48 Web sites that focus on brand awareness have a store locator
Frequent buyer incentives
49 The user is invited into a frequent buyer program
50 The web site offers free shipping and handling within a set of rules
*****THANK YOU*****