Consumers’ Attitudes and Satisfaction Towards Online-Only Retailers

Hello Everyone,

I would like to hear your opinions about online-only retailers for my academic work. This short survey will take no more than 5 minutes of your precious time! I can assure you that no personal details will be disclosed and your answers will be used for my academic project only.
Please read the questions carefully and don’t overthink!
Thanks!

Please note: “Online-only” retailer is an e-commerce platform that do not have a physical store (think of Amazon, Ebay and Asos rather than Zara, TopShop or John Lewis).

This survey contains a PollCode (www.poll-pool.com) on the last page

The PollCode for PollPool users (www.poll-pool.com): npwmehca

Question Title

* 1. How often do you shop from online-only retailers?

Once a week

Twice a month

Every three months

Once in six months or less

I don't shop from online-only retailers

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* 2. What do you shop online most? (Please choose all applicable)

Apparel/ Shoes/ Accessories

Beauty/ Health products

Technology

Services

Miscellaneous

I don't shop online

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* 3. What is the first word that comes to your mind when thinking about online-only shopping?

Convenience

Variety

Accessibility

Unreliable

Unsafe

Deceiving

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* 4. Choose three of the following options you would use to describe online-only shopping advantages:

24/ 7 accessibility

Deal hunting/ Price comparison

Post purchase reviews

Greater product/ online shop variety

Convenience - shop from anywhere/ avoid crowds, queues, parking, unpleasant and pushy salespeople

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* 5. Choose three of the following options you would use to describe online-only shopping disadvantages:

Can't physically inspect/ try goods you wish to purchase

Security concerns - legitimate store/ personal information/ payment card details

Order delivery - wait time and returns/ delayed or cancelled delivery/ damaged goods while transporting

Products are not as advertised by the retailer

No instant satisfaction

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* 6. Using the scale below, please indicate your agreement or disagreement with each statement (1 - Strongly disagree, 2 - Disagree, 3 - Neither agree nor disagree, 4 - Agree, 5 - Strongly agree):

	Strongly disagree	Disagree	Neither agree or disagree	Agree	Strongly agree
I have same product/ service quality and customer service expectations while shopping online compared to physical store	I have same product/ service quality and customer service expectations while shopping online compared to physical store Strongly disagree	I have same product/ service quality and customer service expectations while shopping online compared to physical store Disagree	I have same product/ service quality and customer service expectations while shopping online compared to physical store Neither agree or disagree	I have same product/ service quality and customer service expectations while shopping online compared to physical store Agree	I have same product/ service quality and customer service expectations while shopping online compared to physical store Strongly agree
I shop more from e-commerce websites that have physical store compared to online-only retailers	I shop more from e-commerce websites that have physical store compared to online-only retailers Strongly disagree	I shop more from e-commerce websites that have physical store compared to online-only retailers Disagree	I shop more from e-commerce websites that have physical store compared to online-only retailers Neither agree or disagree	I shop more from e-commerce websites that have physical store compared to online-only retailers Agree	I shop more from e-commerce websites that have physical store compared to online-only retailers Strongly agree
I do not mind buying from new online-only retailers or to order from overseas	I do not mind buying from new online-only retailers or to order from overseas Strongly disagree	I do not mind buying from new online-only retailers or to order from overseas Disagree	I do not mind buying from new online-only retailers or to order from overseas Neither agree or disagree	I do not mind buying from new online-only retailers or to order from overseas Agree	I do not mind buying from new online-only retailers or to order from overseas Strongly agree
I prefer to purchase from well-know and usual to me online-only retailers	I prefer to purchase from well-know and usual to me online-only retailers Strongly disagree	I prefer to purchase from well-know and usual to me online-only retailers Disagree	I prefer to purchase from well-know and usual to me online-only retailers Neither agree or disagree	I prefer to purchase from well-know and usual to me online-only retailers Agree	I prefer to purchase from well-know and usual to me online-only retailers Strongly agree
I believe that shopping at online-only retailers advantages surpasses its disadvantages	I believe that shopping at online-only retailers advantages surpasses its disadvantages Strongly disagree	I believe that shopping at online-only retailers advantages surpasses its disadvantages Disagree	I believe that shopping at online-only retailers advantages surpasses its disadvantages Neither agree or disagree	I believe that shopping at online-only retailers advantages surpasses its disadvantages Agree	I believe that shopping at online-only retailers advantages surpasses its disadvantages Strongly agree
I have received same product/ service quality and customer service while shopping online compared to physical store	I have received same product/ service quality and customer service while shopping online compared to physical store Strongly disagree	I have received same product/ service quality and customer service while shopping online compared to physical store Disagree	I have received same product/ service quality and customer service while shopping online compared to physical store Neither agree or disagree	I have received same product/ service quality and customer service while shopping online compared to physical store Agree	I have received same product/ service quality and customer service while shopping online compared to physical store Strongly agree
I share successful online shopping experiences/ good finds with my friends	I share successful online shopping experiences/ good finds with my friends Strongly disagree	I share successful online shopping experiences/ good finds with my friends Disagree	I share successful online shopping experiences/ good finds with my friends Neither agree or disagree	I share successful online shopping experiences/ good finds with my friends Agree	I share successful online shopping experiences/ good finds with my friends Strongly agree
In general, I believe online-only retailers is a reliable place to shop	In general, I believe online-only retailers is a reliable place to shop Strongly disagree	In general, I believe online-only retailers is a reliable place to shop Disagree	In general, I believe online-only retailers is a reliable place to shop Neither agree or disagree	In general, I believe online-only retailers is a reliable place to shop Agree	In general, I believe online-only retailers is a reliable place to shop Strongly agree
I will purchase more from online-only retailers in the future	I will purchase more from online-only retailers in the future Strongly disagree	I will purchase more from online-only retailers in the future Disagree	I will purchase more from online-only retailers in the future Neither agree or disagree	I will purchase more from online-only retailers in the future Agree	I will purchase more from online-only retailers in the future Strongly agree
I had an awful online-only shopping experience that stopped me from buying online	I had an awful online-only shopping experience that stopped me from buying online Strongly disagree	I had an awful online-only shopping experience that stopped me from buying online Disagree	I had an awful online-only shopping experience that stopped me from buying online Neither agree or disagree	I had an awful online-only shopping experience that stopped me from buying online Agree	I had an awful online-only shopping experience that stopped me from buying online Strongly agree

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* 7. On which platforms do you see online-only retailers advertise most? (Please select all applicable)

Banners, pop-ups, etc. on various websites

Ads before/ during/ after YouTube videos

Newspapers/ magazines

Posters/ billboards

Radio

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* 8. Please select your gender

Male

Female

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* 9. Please select your age group:

18 - 24

25 - 44

45 - 64

65 +

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* 10. In which type of area do you live?

Urban

Rural