Electronic Customer Relationship Management Features

influencing Customer Satisfaction towards Lazada among

Students in UTM

Dear respondents,
The purpose of this paper is to determine the level of customers’ satisfaction towards Lazada
among targeted students in UTM from E-CRM features that have been implemented in Lazada.
Next, the research was conducted in purpose to identified main E-CRM features that influence
customer satisfaction when shopping from Lazada. Overall satisfaction by the customers is also
one of the element that researcher want to determine.

This research is a partial fulfilment of the requirement of Bachelor of Management

(Technology) in Universiti Teknologi Malaysia, Johor.

This questionnaire consists of three (3) parts and will only take your 5 – 10 minutes of your
time. All responses in this questionnaire will be kept private and confidential and will be
used for research purpose only. Your help and cooperation is highly appreciated.

Researcher:
Fairuz binti Alwi (+6017-7247082)
Email: fairuzalwi@gmail.com

Lecturer/Supervisor:
Dr. Khairiah binti Soehod
Email: khairiah@management.utm.my
PART A: DEMOGRAPHIC DATA
Please answer the following questions by ticking √ in the appropriate box.

1. Gender:

Male Female

2. Age:

18-20 21-23 24-26

27-29 30 and above

3. Program:

SHAD

SHAC
SHAF

4. Year:

3
4
PART B: E-CRM FEATURES WITHIN TRANSACTION CYCLE
Please circle the number that best indicates your level of agreement with the following
statements:
1 2 3 4 5
Strongly Disagree Neutral Agree Strongly Agree
Disagree

Pre-purchase: Website Design

5 Lazada website has an attractive appearance 1 2 3 4 5
6 Lazada website always update the information 1 2 3 4 5
7 Lazda website has fast loading page 1 2 3 4 5
Pre-purchase: Loyalty Program & Membership
8 Lazada always offer attractive voucher and discount for any 1 2 3 4 5
purchase
9 I always received gift from my purchase 1 2 3 4 5
10 I can collect points for every purchase 1 2 3 4 5
Pre-purchase: Search Capabilities
11 Easy to find all products that I need 1 2 3 4 5
12 Lazada allow me to search products based on category, 1 2 3 4 5
brands, price and etc.
13 Information searching system is fast and convenient 1 2 3 4 5
During-purchase: Payment Method
14 Lazada has always provides excellent payment options such 1 2 3 4 5
as credit/debit, and online banking
15 Lazada provides other alternative for payment such as cash 1 2 3 4 5
on delivery (COD), and via 7-Eleven
16 Lazada provides installment method for all transaction 1 2 3 4 5
During-purchase: Privacy/Security
17 Lazada website imposes a strict privacy policy 1 2 3 4 5
18 Lazada has high security standard over transaction data 1 2 3 4 5
19 I feel like my privacy is protected at the website 1 2 3 4 5
Post-purchase: Order Tracking
20 Easy to track the shipping and delivery 1 2 3 4 5
21 Lazada always keep track of my online transaction 1 2 3 4 5
22 Lazada always keep history of my previous transaction 1 2 3 4 5
Post-purchase: Problem Solving
23 Lazada provides appropriate information to customers when 1 2 3 4 5
a problem occurs
24 Lazada quickly resolves problem I encounter with my online 1 2 3 4 5
online transaction
25 FAQs always help me to solve my problem 1 2 3 4 5
Post-purchase: Feedback Channels
26 Online feedback feature is available on the website 1 2 3 4 5
27 I always use the feedback form from the website 1 2 3 4 5
28 The site has customer service representatives available 1 2 3 4 5
online
Part C: Customer Satisfaction

29 I feel wise to use Lazada 1 2 3 4 5

30 I will recommend my family and friends to purchase from 1 2 3 4 5
Lazada
31 I think Lazada service is better that expected 1 2 3 4 5
32 I am overall satisfied with my decision to purchase from 1 2 3 4 5
Lazada
33 I am surely will repeat purchase with Lazada 1 2 3 4 5

Thank you for your cooperation :)