IMPACT OF GROWING ONLINE SHOPPING ON CONSUMER BUYING BEHAVIOUR (RESEARCHED On AMAZON - COM)

1
Chandra L Thing, May 2014

West London Business College

RESEARCH METHODS AND THEIR
APPLICATION TO MARKETING

Author: CHANDRA LAL THING
ABE Membership: W08835

Topic: IMPACT OF GROWING ONLINE
SHOPPING ON CONSUMER BUYING
BEHAVIOUR

Organisation: Amazon.com

Word Count: 3707
Date: May 2014
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Declaration
I declare that this assignment is my own work and I have appropriately acknowledged
the work of others. This assignment is produced in accordance with the ABE
regulations and guidelines.

Signature:
Date:
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Contents:

1. Abstract ..................................................................................................................5

2. Introduction, Background and Rationale ...........................................................6

3. Literature Review .................................................................................................8

4. Research Question ...............................................................................................10

5. Research Methodology ........................................................................................11

6. Analysis and Findings .........................................................................................12

7. Conclusion and Recommendations ....................................................................17

8. Limitations of the Research ................................................................................18

9. References............................................................................................................18

10. Bibliography..........................................................................................................21

11. Appendices 22

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All the tables, charts and diagrams used in this assignment are listed below with respective
figure number with title.

Figure: 1 The internet Users Worldwide
Figure: 2 Online Retail Sales as % of Total
Figure: 3 Online Retail Shares of Home Market (2014) Estimate
Figure: 4Age and Occupation
Figure: 5The Most Bought Product(s)
Figure: 6 Experience of Customers on Buying from Amazon.com
Figure: 7 Perception of Customers on Amazon.com
Figure: 8 Attitude of Customers on Amazon.com
Figure: 9 Belief of Customers on Amazon.com
Figure: 10How many customers are aware of internet shopping?
Figure: 11 Which area of online store influence customers to shop online?
Figure: 12What BringsCustomer to Shop on Amazon.com

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1. ABSTRACT
The use of the internet is increasing in the global market; so the number of people using
online stores to buy products or services has risen rapidly. Now almost every business is
connected to the internet whether their intention is to collect information regarding customers
buying behaviour for marketing purposes or use for selling products and services. The way of
selling goods online and the pattern of buying have changed. The purpose of this research is
to find what factors and characteristics have influenced and motivated customers to buy
online. This study uses Amazon.com as a chosen company to find what areas of online
businessesattract the most customers? What are those risks and issues of online purchasing
which affect the customers attitudes towards virtual shopping?The research was done among
students, teachers and college staff which totalled 40. The research was carried out last
semester 2013 when level 7 students organised a seminar at West London Business College.
Each questionnaire contains 20 different questions comprised of open and close-ended
questions. In a nutshell, this research tried to explore how these positive and negative aspects
of online business impactconsumer buying behaviour, the study concludes that the results
show that Amazon.com as an online business has positively changed the consumers buying
behaviour adding significant value to it.

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2. INTRODUCTION, BACKGROUND AND RATIONALE
The growing affluence, population size and changing life pattern of busy customers create
high demand for goods and services.In response to this pressureapart from traditional
shopping, virtual shopping has emerged and by now online covers all types of businesses,
customers and trade. In recent online news the Daily Mail(March 16, 2014) announced that
Next fashion retailer was able to earn significant profit due to online selling compared with
its rival M&S who later re-launched its own website containing video promotions. It also
reported that Next online store directory catalogue has attracted more customers to buy online
changing their shopping way and attitudes on shopping. It is necessary for marketers to know
about the online behaviour of customers to serve through the internet. According to
Cambridge Online Marketing Dictionary(n. d.) customer behaviour is the decisions of people
about whether to buy products or not and what factors persuade their decisions on buying.
Customers attitude and perception about e-store areinfluenced and changed. According to
the graph below, users of the internet worldwidemassively surged from 16 million to 3 billion
within 18 years. This means that at the same time the number of online buyers are also
increasing which impacts theconsumer buying behaviour.
Figure: 1

Source: History of Online Retail (open.edu, 2013)
Amazon.com is an online retail company founded in 1994 running businesses in mainly two
geographic segments: North America and other countries. Though the business was started
from selling books online, it has now become one of the largest e-stores in the world.
Amazon.com has developed its website in such a way that other third parties can also sell
their products through the Amazon.com, adding more ranges of products to Amazon.com.
For the easyaccess from all the internet connected devices, Amazon designed a website,
mobile application and disseminates its link to other web portals through which customers
can easily log on to Amazon.com. Availability of products information and testimonials,
quality of website and its excellent service has attracted 144 million active customers and 2
million active sellers worldwide as taken from official Amzon.com website 2014 (Inside
Amazon, Amazon.com, n. d.).
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The number of online users is growing. The graph below shows that the revenue of online
retail sales in Britain was the highest of all developed countries in 2011 and also forecast to
be the highest for 2016. In terms of time, cost and convenience for buying things, online
shopping is ahead of offline, but still there are customers who do not like to shop through the
internet. Some customers have positive point of view and others think online buying is just
source of entertainment and not suitable place to shop. These differences between customers
buying behaviour which are impacted by Amazon.com and its services are investigated in this
study using methods and techniques for the research and studying different literatures,
journals, books and articles.
Figure: 2

Source: TheEmporium Strikes Back (economist.com, 2013)

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3. LITERATURE REVIEW
The number of population is growing at the same time the customers shopping through online
are also increasing. This growing trend of e-shopping has changed the buying behaviour of
customers. The graph below shows the results of a research on 100 online traders of
individual nationson the basis of share size and depicts the ranking of online retailsharesin
which UKs2013was 12.1% and for 2014 assumed to be 13.5%is the highest among other
most developed countries. This means, online businesses in the UK are growing and so is the
number of customers buying from online stores.
Figure: 3

Source: Centre for Retail Research (retailresearch.org,n.d.)
There are factors and features of e-stores which influence and motivate customers. In
contrast, there are also different risks and issues which reduce customershopping online.
Dickson (2000, p.119) stated the unique capability of the internet, We are not only starting
to gain an understanding of the potential strategic impact of its search and navigation
capabilities on global consumption and production. Within the near future, simple yet
extraordinarily powerful price-and-quality search engines and services are likely to have a
significant impact on consumer behaviour. In fact, this statement seems to match with the
current market figure where customer buying online is increasing. According to Solomon et
al. (2006, p.6), consumer behaviour is the study of the processes involved when individuals
or groups select, purchase, use or dispose of products, services, ideas or experiences to satisfy
need and desires. Similarly Schiffman and Kanuk,(2007, p.3) defined consumer behaviour
as the behaviour that consumers display in searching for, purchasing, using, evaluating and
disposing of products and services that they expect will satisfy their needs. However the five
steps of consumer buying decision process have been identified (problem identification,
looking for information, assessing alternatives, buying and after purchase evaluation)and
widely applied. This customer buying decision is positively or negatively impacted
bysituational, psychological and social influences (Pride, Hughes and Kapoor, 2011, p.355).

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Moon (2004) suggested that the abundant information available in the website increases the
more chance of customers searching for the products. Quick access, website design, more
customer friendly website structure and latest update have more potential to increase
customers shopping through the internet. Customer purchases were also determined by the
product types and classification, quality, price and the speed of the purchase, payment, and
delivery process. A study of Greek customers also found that customer characteristics
determining online buying behaviour depend upon and vary according to the categorisation of
the products based on types(Keisidou et al., 2011). Likewise Elia (2008-9) argued that
designing factors and features of the website not only gives a competitive advantage to the
businesses, but also increases the trust, commitment and loyalty of customers when they are
fully satisfied from the given services.
Shareef et al (2013) studied the factors of consumer online buying behaviour and found that
if e-commerce is able to fulfil the commitment on products, price, process, delivery, security,
policies of customers then there is formation of trust and enhancement of online shopping
behaviour. Additionally Priyadarshi, et al. (2010-11) found that if online retailers make the
site more accessible and easy to use will minimise problems whileshoppingonline. It was also
identified that whatever is promised regarding quality of products should be provided in order
to reduce increasing fraud schemes and decreasing the rate of online buying.
The major trends of e-business have helped customers to go online buying. Faster service,
self service, availability of more products choices and finally standing as integrated solutions
in terms of time and cost help to build customer loyalty (Kalakota and Robinson, 2001, p.38-
43). From empirical research Petrovic, (n.d.) found that theinternet helps customers in
research to get all the relevant information regarding quality and reviews to make an
evaluation for the buying decision. Online buying helped in saving time and cost. Supporting
Petrovic finding, the combined empirical research in UK and China on buying books (Zheng,
2006) suggested that the information provided about products was the most crucial factor in
online shopping. Moreover it was also found that customers were interested on the status of
the online brand.
Chen (2012) found that comments and recommendation in the website enhanced the shopping
experience which eventually helped to build positive attitudes in customers to buy more
through the internet. The similar reasons for the final results was also shown (Bashir, 2013)
in his research done in Pakistan on consumers buying electronics online that the most
important factors influencing online customers were time, price and convenience where
testimonials helping in the buying decision.
According to Zappala and Gray (2006, p.223), the number of the internet users were
increasing, however, the number of online shoppers was kept lower bysecurity concerns and
the risks associated with technology. A similar result was found (Chandra and Sinha, 2013)
from 100 questionnaires surveyed in India that there were customers afraid of receiving poor
quality ofpromised items and unsatisfactory level ofprivacy.

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In fact, privacy and security concerns had negative correlation with the frequency of online
shopping. Customers were discouraged by the online social interactions and want one to one
personal marketing (Swaminathan et al, n.d.). Whereas Katawetawaraks, et al. (2011)
summarisedthat obstructive elements as late delivery, unsafe payment, spam emails and
technology itself sometimes prevent shopping online. Furthermore, (Hasslinger, 2007 and
Nazir et al, 2012) also found the same negative aspects of online from the research done on
books buying online. These weakening factors were safety and security on payment and
privacy of personal details. They also mean that convenience and trust were valued less than
price.
It is found from the literature quoted above that there is at least one aspect of online buying
that attracts each customer. There are common factors which are not liked by most of the
customers. Customers have at least one factor which has influenced and motivated them to
buy from online storesotherwise most of the research and reports mentioned above in the
literature reviews have more than one factor to influence customer buying behaviour.
4. RESEARCH QUESTION
The proposed title of this research is:
Howhas growing use of theinternet for online shopping impacted the UK consumers buying
behaviour with particular reference to buying from Amazon.com?
The purpose of this report is to show the impacts of online shopping on UK customers
buying behaviour. The aim is to find the usefulness of online buying for all customers.
Likewise the objective are: to critically evaluate the use ofthe internet for online shopping,
analyse the factors affecting customers' behaviour and identify the issues and outcomes
ofonline shopping.
This research tries to explore whether online shopping is favourable for students and teachers
in the UK. Are there any potential and existing hurdles that causes problem to customers in
making buying decision? What influence and distract customers buying online? Nonetheless
the research may not be reliable because the survey was only done to very limited people in
specific area, but this gives a glimpse of an idea to marketer on making decision about the
behaviour of customers buying over the internet.
The other major questions included in the research questionnaire were the most frequently
bought goods or services which attracted customers to buy online. Timing and frequency of
purchases were also asked for the analysis of quantitative research purpose. Respondents
were asked whether they agree with the statement that Amazon is a very good online
company. This helped the researcher to explore the Amazon.com brand image.
Customers experiences, feelings and opinions were collected from both open and close-
ended questions in order to understand perception and attitudes on Amazon.com services and
any future improvements.

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5. RESEARCH METHODOLOGY
This research is based on a deductive approach, according to Crowther and Lancaster (2008,
p.23) enables research to test and assess the validity of theories and hypothesis. These
theories or hypotheses can be formed in many ways such as ideas from previous experiences.
Deductive approach tries to bring valid conclusion providing support for prior theories but
not proof (Hammond and Wellington, 2013, pp.40-42).
The questionnaire for this research focuses on consumer online buying behaviour. This
research has 20 different questions out of which three questions were open-ended which tried
to get the subjective information from respondents. Here both methods of research were used
for data collection. The objective of the primary research was to find the influencing elements
of online buying and attitude of participated customers with their feedbacks. This method of
research includes questionnaires which gives the empirical data for the analysis.The objective
of secondary research was to find information and data related to online shopping from
different published sources as, journals, books, articles, different online sites and relevant
data presented on graphs and table withinformation.
Before the final draft of the questionnaires, a pilot test was conducted in a class among the
students and a subject teacher. After the pilot test, the final questionnaires were designed and
distributed to all among the students, teachers and college staff during a seminar which was
held in college by level 7 in the previous semester 2013. Participants totalled 40. The data
and information collected from the surveyed questionnaires were used infurther writing the
assignment.
Moreover this research used the discipline of research methodology that is mixed method of
research. When researcher used number of method for studying research then it is termed as
mixed-methods review where quantitative and qualitative data collection approaches are
employed together (Courtney and McCutcheon, 2010, p.35). The two research tool comes
under mixed research are qualitative and quantitative research. So in this research, for the
qualitative research open-ended questions were asked and for the quantitative research
closed-ended questions were asked.
This research includes tables and graphical analysis topresent number such as calculation of
age and occupation which is useful for quantitative purpose. In order to get this numerical
data a Likert scale style of closed-ended questions were used.
Questions designed to get qualitative information from customers such as their perception,
preference, feelings, opinions, attitudes, influential factors and experiences about the online
shopping wereasked. Three open-ended questions asked in the questionnairehelp to get the
purpose of qualitative research. (Wild and Diggines, 2009, p.85) Qualitative research is the
collection, analysis and interpretation of data that cannot be meaningfully quantified, that is,
summarised in the form of numbers.
McMurray (2004, p. 263) writes that triangulation uses anumber of techniques and methods
of data collection on the same particular issue with assessments from different
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perspectivewhich adds in-depth linksof knowledge to the study. The results gained from the
different collections were assessed with various tools and framework to meet the standard
and highly qualified. So for this reason, researcher in this research used different sources of
research and research methodology.A limited form of triangulation was used through the
inclusion of open-ended questions which allowed respondents to express their own opinion
rather than simply responding on a Likert scale to pre-determined questions.
Validity becomes the crucial factor of a research to be valid. In qualitative and quantitative
research validity is a basic requirement (Cohen et al., 2011, p.179). The findings of this
research is more based on quantitative and possesses some aspects of qualitative researchas
well. In order to obtain the valid qualitative research, researcher tries to avoid the bias of
respondents making them clear of the online buying store Amazon.com and research purpose
before the starting of a seminar. The researcher has also gone through in-depth study to get a
better understanding of online buying. This helped the researcher in assessing the feedbacks
of respondents and the research itself. For the quantitative research, all the sampled 40
respondents completed questionnaires were properly countedand studied to check that the
findings and analysis of the replied questionnaires were valid.
6. ANALYSIS AND FINDINGS
Note:Appendices for the down below table and graph are given in the appendix section
following with the figures heading respectively. Please see the appendix for the further
information of these table and graph.
Demographic factors in research play significant role in determining the results of the chosen
marketing topic. Some of these elements are given in figure 4, this consists of age and
occupation of students, teachers and household in which the age group 25-34 were the largest
Amazon.com shoppers and people from age 35-49 found to shop less online. This age group
buyless online where security for payment was a primary reason along with lack of usage of
the online store.
The fact in figure 4 showed that 72% of students were familiar with the Amazon.com
services. Although the rest of the respondents still thought that Amazon.com can be used for
online shopping. The results depict that the positive perception of Amazon.com seems to be
growing amongstrespondents because the smaller group less familiar with Amazon.com still
thought that online store is easy for shopping due to wide ranges of items easily available in
Amazon.com.

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Figure: 4 (Appendix A)
Factors Categories Count Total Percentage
Age 18-24 13 40 32.5
25-34 22 55
35-49 4 10
50-Above 1 2.5
Occupation Student 29 40 72.5
Teacher 4 10
Household 3 7.5
Other 4 10

In the figure 5, the most popular purchasing on Amazon.com was books with 40%. The
second largest group of purchasing was electronics items and related accessories. There were
lots of other items bought through Amazon.com. Respondents also mentioned that the same
products were sold at higher prices in offline storesas well as sometimes in other online
storeslike e-bay. The best price is one of the top factors making customers loyal to
Amazon.com.
Figure: 5 (Appendix B)

Results in figure 6 below show that the information given in Amazon.com was effective and
beneficial to customers. Satisfaction from the purchased products was high as customers were
influenced from the given reviews and recommendation in the website. However there were
some respondents who were not contented with the products they bought, though respondents
thought that Amazon.com is good place for searching goods and information.

The Most Bought Product(s)
Books
Other(s)
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Figure: 6 (Appendix C)
Experience of Customers on Buying from Amazon.com

From the figure 7, respondents were happy with the services and commitment promised, but
there were some respondents who do not like and trust other third partiesadvertisement in
Amazon.com website. Nonethless there were respondents who thought that third parties
involvement in selling through Amazon.com gives more choice of products and services.
Figure: 7 (Appendix D)
Perception of Customers on Amazon.com

Easy and short buying process and system of Amazon.com have motivated customers to buy
online. In this research, the figure 8 shows that Amazon.com has influenced customers to
buyonline, however, the majority of respondents experience on using website for shopping
was less convenient.

0
2
4
6
8
10
12
14
16
18
Products information
regarding all the
available products?
Level of satisfaction
from the bought
products or services
0
10
20
30
"Amazon is a Very Good
Online Company"
Third parties pop-up
advertisement is
acceptable
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Figure: 8 (Appendix E)
Attitude of Customers on Amazon.com

Efficient services on Amazon.com has increased the number of customers shopping online.
They also mentioned that due to better and easy delivery process and policy of refunding
helps to increase the amount of spending on online products. So the figure 9 shows the results
of this research on these two areas that fast and reliable delivery can increase the purchasing
trend of online customers.
Figure: 9 (Appendix F)
Belief of Customers on Amazon.com

It is not always that customers will have good experiences and learning with the internet
shopping, so respondents had also bad feelings and disappointment. Here about 23% never
bought from the third parties when sold through Amazon website. Respondents thought that
these third parties were not trustworthy. Nonetheless 20% had never bought through the
internet because they were concern aboutinsecure and unsafe transaction. (Please see figure
10)
0 10 20
Strongly Disagree
Disagree
Indifferent
Agree
Strongly Agree
Online made buying
process quick and effective
Online buying is
convenient
0
5
10
15
20
Buying at any time is
successful
Delivery is on time
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Figure: 10 (Appendix G)
How many customers are aware of internet shopping?
Modules Never Occasionally Sometimes Frequently Quite Often
Item(s) bought from third
parties sold from Amazon.com 9 12 10 3 6
Number of times bought over
the internet 8 10 14 5 3

In this research,38% were influenced by convenient and accessible route to the search
products where quick services, easy and catchy website design encouraged customers to shop
from Amazon.com (please see figure 11). There were various factors to bring customers to
shop but more than 60% used Amzon.com because they already preferred to shop online.
Family and friends played a less significant role where users themselves surf the internet and
find goods and services (please see figure 12). Quality of website design also determined the
buying. They feel happy and praise the retailer highly when they find the services easy and
faster (Dabholkar, 1996). Similarly Zhang and von Dran (2001) studies show that website
design quality can play a determinant factor (hygiene and motivator) for the satisfaction and
dissatisfaction ofonline buying.
Figure: 11 (Appendix H)
Which area of online store influence customers to shop online?

0
2
4
6
8
10
12
14
16
Website Design Convenient Prompt
Service
Other(s)
What influence customers to go for online buying?
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Figure: 12 (Appendix I)
What brings customers to shop on Amazon.com?

Open-ended Questions
From the open-ended questions, a large numberof respondents were assured about security
onpayments and individual privacy. This means respondentsperception on Amazon.com was
gaining positive impact. On the other hand, there were a few people who did not feel secure
and thought that personal information would be passed on to the third parties, they said, a bit
risky and not secure enough that theydid not feel confident. Results from
recommendation to others showed that nearly the majority of would be pleased to tell family
and friends to buy from Amazon.com. They also added that referring might only happen if
products are exclusively made available and sold from Amazons website.
From the opinions, comments and feedbacks, the number of shoppers who buy at any or
leisure time and at night were large. A large number of customers were buying at nightwhere
all other physical storeswere closed and some products would not be available in offline-
stores.
7. CONCLUSION AND RECOMMENDATIONS
The main aim of this research was to find the impact of online stores with particular reference
to students and teachers in the UK using Amazon.com. The results of this conducted research
and the literature reviews indicate that buying from online store has more benefit than the
offline store and these are mainly influenced and motivated by price, convenience and time.
There were also other factors such as product information, types and categorisation. In
conclusion, all these helped to get best ranges of products and services quickly as possible in
lower prices making the buying process short and effective. Nonetheless there were some
issues such as cyber scam, hacking, risks of losing personal detail and informationon credit
card whichcreated distrustful scenario during the buying process. In sum, the majority of
respondents liked to buy from Amazon.com. The result of this search shows positive
indicates that the number of online shoppers in the UK is likely to grow.

0
5
10
15
20
25
Internet Friend Family Other(s)
What brings customer to shop online (Amazon)?
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Businesses that have included online services as their core business are often thriving. There
are many advantages of selling and purchasing through online rather than offline. By
providing online services, physical stores can save their time and cost similarly customers are
also getting the same benefits from online buying. Marketers can easily access and get
information about customers and in the same way customers can also find all the necessary
information about products in the companys website. So it would be beneficial for offline
stores to adopt online services as a part of their business.
8. LIMITATIONS OF THE RESEARCH
The limitations of this research were the time restriction on the researcher and the willingness
ofpeople to give their valuable time to answer the questionnaire. The report itself hada
limited word count where every detail was not possible to mention. Similarly limited
resources restricted coverage of the number of people from all backgrounds. Being a student
researcher, the cost of conducting a survey itself was another challenge, so the researcher
could not find and reposta generalised answer on this topic. But this research gives some
ideas on consumer buying behaviour as impacted by online retailers.
These 20 different survey questions were analysed, evaluated and criticised.Though the study
of available research enabled the researcher to makecomments on buying behaviour of
customers, however, small sample size and the research task were notenough to cover all the
issues of online customers. A large survey could get a full and precise idea which will be
gained in the future research, but for astudent researcher these two factors limited the design
and the scope of the research.

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21


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10. BIBLIOGRAPHY
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Homepage/b?ie=UTF8&node=239364011> [Accessed 16 March 2014].
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nd
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The entire appendixes in these pages are related with the heading of graph and table
mentioned in the findings and analysis section in an assignment respectively.
Appendix: A
Age and occupation of respondents

0
5
10
15
20
25
30
1
8
-
2
4
2
4
-
3
4
3
4
-
4
9
5
0
-
A
b
o
v
e
S
t
u
d
e
n
t
T
e
a
c
h
e
r
H
o
u
s
e
h
o
l
d
O
t
h
e
r
Age Occupation
Count
23


Appendix: B
The most bought product(s)
The most buying product(s)
Items Count Percentage
Books 16 40%
Other(s) 24 60%

Appendix: C
Experience of customers on buying from Amazon.com
Modules
Strongly
Disagree Disagree Indifferent Agree
Strongly
Agree
Products information
regarding all the available
products? 0 6 16 9 9
Level of satisfaction from the
bought products or services 2 6 17 9 5

Appendix: D
Perception of customers on Amazon.com
Modules Strongly
Disagree
Disagree Indifferent Agree Strongly
Agree
Amazon is a very good online
company
2 9 11 11 7
Third parties pop-up
advertisement is acceptable
2 10 15 9 4

Appendix: E
Attitude of customers on Amazon.com
Modules
Strongly
Strongly
Agree
Online
buying is
convenient 7 12 12 8 1
Online made
buying
process quick
and effective 1 8 15 12 4

24


Appendix: F
Belief of Customers on Amazon.com
Modules
Strongly
Strongly
Agree
Buying at any
time is
successful 2 6 8 14 10
Delivery is
on time 1 5 10 16 8

Appendix: G
How many customers are aware of internet shopping?

Appendix: H
Which area of online store influence customers to shop online?
Website Design Convenient
Prompt
Service Other(s)
7 3 15 9 6

Appendix: I
What brings customer to shop on Amazon.com?
Internet Friend Family Other(s)
25 5 3 7

0
5
10
15
Item(s) bought from third
parties sold from Amazon
site
Number of times bought
over internet
25


This is a short questionnaire to fill in for the purpose of research on growth in internet
usage for online buying and its impacts on the buying behaviour of customers. The
survey is based on online store Amazon.com, so please give your answer as per your
experience on Amazon.com.
1. Which age group do you belong to?
14-24 25-34 35-49 50-Above

2. What is your occupation? __________________________________

3. How did you hear about Amazon.com?
Internet Friend Family Other _______________

4. What is the level of your satisfaction with Amazon.com?
(1-very high 5-very Low)
1 2 3 4
5. How much convenient do you find buying from Amazon.com?
1 2 3 4
6. What influences you to buy on Amazon.com?
Website Design Convenient Prompt Service Other.....

7. Do you think that the information regarding available products is helpful?
1 2 3 4

8. How often do you buy online from Amazon.com instead of other store?
Never Occasionally Sometimes Frequently Very Often

9. Do you buy from other sellers on Amazon.com?
Never Occasionally Sometimes Frequently Very Often

10. What purchases have you increased when buying from Amazon?
Books Other please specify _____________________

11. Do you agree with this statement Amazon.com is a very good online company?
(1-very high 5-very Low)
1 2 3 4

12. Is your buying process quicker when buying from Amazon.com?
1 2 3 4

26


13. How do you feel about advertisements on the Amazon.com?
1 2 3 4

14. Is your expected delivery date met by Amazon.com?
1 2 3 4

15. Is it important to you that you can buy from Amazon.com at any time of the day?
1 2 3 4

16. Does the customer feedback and comments on the website change your buying
decision?
Not Applicable No Idea No Yes

17. Does email sent by Amazon.com influence your future buying?
Not Applicable No Idea No Yes

18. What is your opinion about security when buying from Amazon.com?
_____________________________________________________________________
_____________________________________________________________________

19. Would you recommend Amazon.com?
_____________________________________________________________________

20. What time do you usually buy from Amazon?
_____________________________________________________________________

IMPACT OF GROWING ONLINE SHOPPING ON CONSUMER BUYING BEHAVIOUR (RESEARCHED On AMAZON - COM)

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Chandra L Thing, May 2014

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