Determinants of Customer Loyalty for Online Shopping Platforms in Klang Valley

As final year students of UniKL Business School in Bachelor of Business Administration (Management and Entrepreneurship), this
survey is done to fulfill the requirement of Seminar (EIB30304) for the research paper following the chosen topic. Your response will be highly
appreciated in completing this research and every information used will be strictly treated as confidential. Thank you.

Section A: Demographic

This section aims to describe the sample used for the research data.

Please tick (✓) for your answer.

o Female

1. Age

o 18-25 years old 3. Employment Status

o 26-33 years old
o Student
o 34-41 years old
o Government Sector
o 42-49 years old
o Private Sector
o 50-57 years old
o Self-Employed
o 58 years old and above
o Retired
2. Gender o Unemployed

o Male 4. Monthly Income (RM)

 o Below 1000 o Daily
o 1001-3000 o Weekly
o 3001-5000 o Monthly
o 5001-7000 o Yearly
o More than 7000
8. What is/are your preferred online shopping platform(s)?
5. Do you use online shopping platforms?
o Shopee
o Yes o Lazada
o No o Carousell
o Zalora
6. How long have you been using online shopping platforms?
o Other: ___________________
o 0-5 years
9. Average monthly spending on online shopping platforms?
o 5-10 years
(RM)
o 10-15 years
o 15-20 years o Below 400
o 20 years and above o 4001-800
o 801-1200
7. How frequent do you use online shopping platforms?
o More than 1200
Section B: Customer Experience

The following items are to determine the relationship between customer experience and customer loyalty of online shopping platforms in Klang
Valley. Please choose the most appropriate answer.

Please tick (✓) for your answer.

No Question Strongly Disagree Neutral Agree Strongly

. Disagree Agree
1. I am confident buying through online shopping platforms.
2. Online shopping platforms always satisfy my needs
3. I enjoy using online shopping platforms
4. I believe that the products bought from online shopping platforms is worth
the money and quality
5. I find it easy to access on the online shopping platforms
6. I feel comfortable buying through online shopping platforms
7. I have positive experience buying through online shopping platforms
Section C: Product Variety

The following statements are used to identify the relationship between product variety and customer loyalty on online shopping platforms in
Klang Valley. Please choose the most appropriate answer.

Please tick (✓) for your answer.

No Question Strongly Disagree Neutral Agree Strongly

. Disagree Agree
1. I focus on the availability of product variety in choosing the most preferred
online shopping platforms
2. Online shopping platforms provide me with a lot of product choices
3. I choose a specific online shopping platform due to its variety of products
4. Most of my frequently visited online shopping platforms offer product
variety
5. Product variety helps me in searching and selecting products on online
shopping platforms
6. Product variety allows me to make comparison with other products while
shopping online
7. I would repurchase because there are many product choices as possible
Section D: Promotional Offerings

The following statements are used to examine the relationship between promotional offerings and customer loyalty on online shopping platforms
in Klang Valley. Please choose the most appropriate answer.

Please tick (✓) for your answer.

No Question Strongly Disagree Neutral Agree Strongly

. Disagree Agree
1. I prefer online shopping due to their promotional offerings
2. I acknowledge that online shopping platform(s) often have promotional
offerings
3. Promotional offerings by online shopping platform(s) affect my decision
whether I should buy the product or not
4. I always utilize the promotional offerings provided by the online shopping
platform(s)
5. My preferred online shopping platform(s) always offer promotions
6. I agree that promotional offerings provided by online shopping platform(s)
can save my expenses
7. I believe that online shopping platform(s) is superior due to their
promotional offerings
Section E: Customer Loyalty towards Online Shopping Platforms

The following items describe the statement about customer loyalty of online shopping platforms in Klang Valley. Please choose the most
appropriate answer.

Please tick (✓) for your answer.

No Question Strongly Disagree Neutral Agree Strongly

. Disagree Agree
1. I am loyal to my current online shopping platform(s)
2. I will not change my current preference in using the online shopping
platform(s)
3. I always use my current online shopping platform(s) because it is the best
choice for me
4. I have a very positive feeling about my current online shopping platform(s)
5. I only trust the online shopping platform(s) I currently use
6. The platform(s) I am currently using will always be my priority when I shop
online
7. I will not change to other online shopping platform(s)
8. My current online shopping platform(s) always meet my expectation