Questionnaire about the online shop determination of customer satisfaction in
China
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Ladies/Gentleman,
Im a MSC Business with Marketing Management student and study in Newcastle Business School of Northumbria
University. Now I am doing an investigation about the online shop determination of customer satisfaction in China
I want to find what factors influence customer satisfaction during your process of shop online and I hope to get your
support as well. What I can promise for you is that the answer in this research will only be used in my academic
survey rather than any commercial activities. Moreover all the information will be kept confidentially. In addition, this
investigation will be used in my final dissertation which is very significant for me. Therefore I hope you can treat it
seriously.
Thank you for your support again.
[Link] your gender?
Female
Male
[Link] your age?
Under 18
18-24
25-34
35-44
above 44
[Link] is your degree of education currently?
Under Secondary School
Secondary School
High School
Associate Degree
Bachelor Degree
Master Degree/MBA
Above Master Degree
[Link] is your current occupation?
Student
Service industry
IT industry
Trading industry
Financial industry
Freelancer
Others
[Link] is your current monthly income?
less than 1000
1,001- 2,000
2,001-3,000
3,001-4,000
4,001- 5,000
5,001- 6,000
6,001- 7,000
More than 7,000
[Link] average, how often do you shop online in the last six months?
everyday
2 times a week
Weekly
Once every two weeks
Once a month
Every 2 or 3 months
[Link] much time do you spend on internet every day?
Below 1 hour
1 hour
2-3 hours
3-6 hours
7-9 hours
10-12 hours
12-15hours
Above 15 hours
[Link] are you choosing shop online?
Very convenience and time saving
Low price
Products variety
You can buy the rare products here
Others
[Link] indicate which one effects your satisfaction most during your previous
shop online experience.
Price
The way of solving your complaint
Loyalty for this online shop
The speed of delivery
The differences between your expectation and the real products or services
[Link] service quality of sellers is important.
Strongly Agree
Agree
Neutral
Disagree
Strongly Disagree
[Link] far, I am generally satisfied with the service quality among these online
shops.
Strongly Agree
Agree
Neutral
Disagree
Strongly Disagree
[Link] speed of delivery is important to you.
Strongly Agree
Agree
Neutral
Disagree
Strongly Disagree
[Link] far, I am satisfied with the speed of delivery for online shops.
Strongly Agree
Agree
Neutral
Disagree
Strongly Disagree
[Link] price is important when you shopping online.
Strongly Agree
Agree
Neutral
Disagree
Strongly Disagree
[Link] far, I am generally satisfied with the price among these online shops.
Strongly Agree
Agree
Neutral
Disagree
Strongly Disagree
16. The differences between your expectations and the real products would
influence your satisfaction
Strongly Agree
Agree
Neutral
Disagree
Strongly Disagree
[Link] will not repurchase the products again in this shop if there is a great
difference s between your expectation and the real
Strongly Agree
Agree
Neutral
Disagree
Strongly Disagree
[Link] will buy the products again from a same shop if you are satisfied with it.
Strongly Agree
Agree
Neutral
Disagree
Strongly Disagree
[Link] an online shop deals with your complaints very well I will continue to buy
something from it.
Strongly Agree
Agree
Neutral
Disagree
Strongly Disagree
[Link] will tell your friends or return the products directly if you are not satisfied
with the products.
Strongly Agree
Agree
Neutral
Disagree
Strongly Disagree
[Link] are overall satisfied with your experience of shopping online.
Strongly Agree
Agree
Neutral
Disagree
Strongly Disagree
[Link] you have any additional opinions about the factors which influence your
satisfaction for online shop, please write down