QUESTIONNAIRE
Research Topic:
The Impact of Digitalization on Consumer Behavior and Physical
Electronics Shops
Dear Respondent,
This questionnaire is designed for academic research purposes only. The
information provided will be treated confidentially and used strictly for this
research.
Please answer the questions honestly by ticking the appropriate option or
providing brief explanations where necessary.
SECTION A: BUSINESS INFORMATION
1. How long have you been running this shop?
[ ] Less than 1 year
[ ] 1 – 3 years
[ ] 4 – 6 years
[ ] 7 – 10 years
[ ] More than 10 years
2. What kinds of electronic products do you sell?
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3. What product categories generate the most revenue in your shop?
[ ] Smartphones
[ ] Laptops/Computers
[ ] Phone Accessories
[ ] Home Appliances
[ ] Audio Devices (Speakers, Headphones, etc.)
[ ] Gaming Devices
[ ] Television & Entertainment Systems
[ ] Networking Devices
[ ] Others: _______________________
4. Do you currently have any online presence?
[ ] Yes
[ ] No
If Yes, specify:
[ ] Website
[ ] Facebook
[ ] WhatsApp Business
[ ] Instagram
[ ] Online Marketplace
[ ] Others: _______________________
5. How do customers usually find out about your shop?
[ ] Word of mouth
[ ] Social media
[ ] Online search
[ ] Advertisements
[ ] Referrals
[ ] Walk-ins
[ ] Others: _______________________
6. Do you use any digital tools for inventory, billing, or customer
management?
[ ] Yes
[ ] No
If Yes, specify the tools used:
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7. Have you ever attempted to digitalize any part of your business?
[ ] Yes
[ ] No
If Yes, what was the outcome?
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SECTION B: DIGITALIZATION & BUSINESS OPERATIONS
8. Do you believe a website or online store would benefit your business?
[ ] Yes
[ ] No
Please explain why:
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9. What are your biggest fears or concerns about taking your business
online?
[ ] High cost
[ ] Lack of technical skills
[ ] Online fraud/scams
[ ] Poor internet connectivity
[ ] Lack of trust from customers
[ ] Others: _______________________
10.Would you adopt a digital solution if it were affordable and easy to
use?
[ ] Yes
[ ] No
[ ] Maybe
11.What major challenges do you currently face in running your
business?
[ ] Low sales
[ ] High competition
[ ] Poor customer retention
[ ] Limited capital
[ ] Stock management problems
[ ] Poor internet/electricity supply
[ ] Others: _______________________
12.Who are your biggest competitors?
[ ] Local electronics shops
[ ] Online stores (Jumia, Amazon, etc.)
[ ] Supermarkets
[ ] Informal vendors
[ ] Others: _______________________
13.What do you think could significantly improve your sales or
operations?
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14.Do you believe physical electronics shops can survive long-term
without going digital?
[ ] Yes
[ ] No
[ ] Not Sure
Please explain briefly:
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SECTION C: CONSUMER BEHAVIOR
15.Have you noticed changes in how customers make purchasing
decisions in recent years?
[ ] Yes
[ ] No
If Yes, explain briefly:
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16.Do customers often come already knowing what they want after
researching online?
[ ] Always
[ ] Sometimes
[ ] Rarely
[ ] Never
17.Do customers compare your prices with online platforms while in
your shop?
[ ] Frequently
[ ] Sometimes
[ ] Rarely
[ ] Never
18.What factors mostly influence customers’ buying decisions?
[ ] Price
[ ] Brand
[ ] Product Quality
[ ] Warranty
[ ] Seller Advice
[ ] Availability
[ ] Others: _______________________
19.Do customers ask about online payment options or delivery services?
[ ] Frequently
[ ] Sometimes
[ ] Rarely
[ ] Never
20.Have you ever lost a sale because you lacked an online channel?
[ ] Yes
[ ] No
[ ] Not Sure
21.Do you offer repair services?
[ ] Yes
[ ] No
THANK YOU
Thank you for taking the time to complete this questionnaire. Your responses
are highly valuable to this research study.