FACTORS INFLUENCING CUSTOMER SATISFACTION

TOWARDS ONLINE SHOPPING

Dear respondent,

I, Nor Izyani binti Ma Hussin, is a student of Faculty of Business and Management, Universiti Teknologi
MARA (UiTM) Puncak Alam, majoring in BBA (Hons) Retail Management, is conducting a research on
the factors influencing customer satisfaction towards online shopping. Your responses are important for
me to understand which of the factors would affect the customer satisfaction the most.

This questionnaire will only take about 10-15 minutes to complete.

Your answers are STRICTLY CONFIDENTIAL.

The information collected will be used for academic purposes only. Thank you in advance for
participating in this survey. Your cooperation and participation in this survey is highly appreciated.

SECTION A: DEMOGRAPHIC

Please choose and circle your answer.

1. What is your gender?* 9. What is your monthly income?*

o Male o Less than RM1000 RM1000 and below
o Female o RM1001 - RM2000
2. o RM2001 - RM3000
3. What is your age?*
o 18-20 years old o RM3001 and above
10.
o 21-23 years old 11. Have you experienced online shopping
o 24-26 years old before?*
o27 years old and above
o Yes
4. o No
5. What is your highest level of education?* 12.
o Matriculation and below 13. How frequently do you buy online?*
o Diploma o Frequently or once a month
o Degree o One in six months Twice a year

oMaster o Once a year

6. o Never bought online
7. What is your occupation?* 14.
o Student 15. For online shoppers, which factors do you
think is the most important?*
o Worker
o Convenience
o Other :_____________
o Website design
8.
o Time saving o Security
16.
 17.

18. PART B: CONSUMER SATISFACTION

19. Choose and tick your level of agreement for each item, using a scale of l=strongly disagree to
5=strongly agree.

20. 1= Strongly Disagree, 2= Disagree, 3= Slightly Disagree, 4= Slightly Agree, 5= Agree, 6=

Strongly Agree

21. 22. Item 23. 24. 25. 26. 27. 28.

N 1 2 3 4 5 6

30. I am highly satisfied with my decision to shop online.*

29. 31. 32. 33. 34. 35. 36.
1
38. I would prefer to shop online rather than visiting stores.*
37. 39. 40. 41. 42. 43. 44.
2
46. The service provided by the online shopping business is very
45. satisfying.* 47. 48. 49. 50. 51. 52.
3
53. Adapted from Anderson and Srinivasan (2003)

54.
55. PART C: ONLINE SHOPPING FACTORS

56. CONVENIENCE

57. Choose and tick your level of agreement for each item, using a scale of l=strongly disagree to
5=strongly agree.

58. 1= Strongly Disagree, 2= Disagree, 3= Slightly Disagree, 4= Slightly Agree, 5= Agree, 6=

Strongly Agree
59.

60. 61. Item 62. 63. 64. 65. 66. 67.

N 1 2 3 4 5 6

69. I can buy the products any time 24 hours a day while
68. shopping online.* 70. 71. 72. 73. 74. 75.
1
77. It is easy to choose and make comparison with other products
76. while shopping online.* 78. 79. 80. 81. 82. 83.
2
 85. I get on-time delivery by shopping online.*
84. 86. 87. 88. 89. 90. 91.
3
93. I use online shopping for buying products which are otherwise
92. not easily available in the nearby market or are unique 94. 95. 96. 97. 98. 99.
4 (new).*
101. I shop online as I can take as much time as I want to
100. decide.* 102. 103. 104. 105. 106. 107.
5
108.
109.
110.
111.
112.
113.
114.
115.
116.
117.
118. WEBSITE DESIGN
119. Choose and tick your level of agreement for each item, using a scale of l=strongly
disagree to 5=strongly agree.

120. 1= Strongly Disagree, 2= Disagree, 3= Slightly Disagree, 4= Slightly Agree, 5= Agree,

6= Strongly Agree

121. 122. Item 123. 124. 125. 126. 127. 128.

N 1 2 3 4 5 6

130. The website layout helps me in searching and

129. selecting the right product while shopping online.* 131. 132. 133. 134. 135. 136.
1
138. The website design helps me in searching the
137. products easily.* 139. 140. 141. 142. 143. 144.
2
146. I prefer to purchase from a website that provides
145. safety and ease of navigation and order.* 147. 148. 149. 150. 151. 152.
3
154. I prefer to buy from website that provides me with
153. quality of information.* 155. 156. 157. 158. 159. 160.
4
161.

162. SECURITY
 163. Choose and tick your level of agreement for each item, using a scale of l=strongly
disagree to 5=strongly agree.

164. 1= Strongly Disagree, 2= Disagree, 3= Slightly Disagree, 4= Slightly Agree, 5= Agree,

6= Strongly Agree

165. 166. Item 167. 168. 169. 170. 171. 172.

N 1 2 3 4 5 6

174. I feel that my personal information given for

173. transaction to the retailer may be compromised to 3rd party.* 175. 176. 177. 178. 179. 180.
1
182. Online shopping protects my security.*
181. 183. 184. 185. 186. 187. 188.
2
190. I feel safe and secure while shopping online.*
189. 191. 192. 193. 194. 195. 196.
3
198. I like to shop online from a trustworthy website.*
197. 199. 200. 201. 202. 203. 204.
4
205.

206. TIME SAVING

207. Circle your level of agreement for each item, using a scale of l=strongly disagree to
5=strongly agree.

208. 1= Strongly Disagree, 2= Disagree, 3= Slightly Disagree, 4= Slightly Agree, 5= Agree, 6=

Strongly Agree

209. 210. Item 211. 212. 213. 214. 215. 216.

N 1 2 3 4 5 6

218. It takes less time in evaluating and selecting a product

217. while shopping online.* 219. 220. 221. 222. 223. 224.
1
226. Online shopping takes less time to purchase.*
225. 227. 228. 229. 230. 231. 232.
2
234. Online shopping does not waste time.*
233. 235. 236. 237. 238. 239. 240.
3
241. Adapted from Ganapathi, R. (2015)