Survey about: TRUST FOR E-COMMERCE

Please check the alternative that applies for you

1. Are you… Male 0 Female 1

2. Age: 18-29 years 1 30-39 years 2 40-49 years 3 50-59 years 4 60 years - 5

3. Which attitude do you have towards using the Internet, to purchase products/services?
Positive 1 Negative 2 No opinion 3

4. How often do you shop on the Internet?

Never 1 1-2 times per year 2 More than 2 times per year 3

1-2 times per month 4 More than 2 times per month 5

5. If you have purchased / would purchase on the Internet, how important are the following factors
for you to feel trust to purchase on the Internet?

a. Security

▪ Secure and reliable payment systems.

Not important at all Less important Pretty important Important Very important No opinion
1 2 3 4 5 6

▪ Information about how security solutions work.

Not important at all Less important Pretty important Important Very important No opinion
1 2 3 4 5 6

▪ Possibility to choose payment method (for example, invoice, cash on delivery, bank/credit card).
Not important at all Less important Pretty important Important Very important No opinion
1 2 3 4 5 6

b. Privacy

▪ Knowledge about how the personal information that you fill in, when ordering, is handled.

Not important at all Less important Pretty important Important Very important No opinion
1 2 3 4 5 6
▪ Policy for the handling of personal information, on a visible place on the company’s homepage.

Not important at all Less important Pretty important Important Very important No opinion
1 2 3 4 5 6

c. Guarantees

▪ Standard terms in connection to the order form (terms for returns, refunds etc.).

Not important at all Less important Pretty important Important Very important No opinion
1 2 3 4 5 6

▪ Confirmation on the order and purchase.

Not important at all Less important Pretty important Important Very important No opinion
1 2 3 4 5 6

d. Customer Service

▪ Possibility to ask questions and get help directly, online or by telephone.

Not important at all Less important Pretty important Important Very important No opinion
1 2 3 4 5 6

e. Familiarity

▪ The Brand.

Not important at all Less important Pretty important Important Very important No opinion
1 2 3 4 5 6

▪ Reputation / Recommendations, for example, in media, from family and friends.

Not important at all Less important Pretty important Important Very important No opinion
1 2 3 4 5 6

f. The Website

▪ Design – how the website looks.

Not important at all Less important Pretty important Important Very important No opinion
1 2 3 4 5 6

▪ Functionality – user friendly, easy to navigate in the menus etc.

Not important at all Less important Pretty important Important Very important No opinion
1 2 3 4 5 6
g. Information

▪ Information about the company on the website (for example, who owns the company, number
of years in business etc.).

Not important at all Less important Pretty important Important Very important No opinion
1 2 3 4 5 6
h. Control

▪ That you are convenient with using the Internet and the technology – feel control.

Not important at all Less important Pretty important Important Very important No opinion
1 2 3 4 5 6

i. Price

▪ The price of the product / service.

Not important at all Less important Pretty important Important Very important No opinion
1 2 3 4 5 6
Part A: Demographical information of respondents

1. Gender:

a) Male
b) Female

2. Age Group:

a) 15-20
b) 20-30
c) 30-40
d) 40-50
e) 50 and above

3. Education Level

a) Undergraduate
b) Bachelor
c) Postgraduate
d) Master
e) PhD

Part B: Behavioral information of respondents

1. Have you visited any eCommerce website before?

a) YES
b) NO – Please go to Part D
2. Have you purchased anything from an eCommerce website?
a) YES
b) NO

3. How often do you visit an eCommerce website?

a) Rarely
b) Fortnightly
c) Weekly
d) Daily
e) Others, please specify

4. Which eCommerce website is your favorite?

a) Taobao
b) Ebay
c) Trademe
d) Other, please specify

Part C: The critical success factors for transactional eCommerce website

Factor 1: Site Popularity

1. Do you agree that site popularity is a critical factor that can determine e-
Commerce website success

a) Strongly agree
 b) Agree
c) Undecided
d) Disagree
e) Strongly disagree

2. Rate each feature on a scale of 1 to 5, where 5 being the most desirable and 1
being the least. A strong yes answer to a question below would rate a 4 or5. A
strong no would rate a 1 or 2. Then figure a rating for each section by taking the
average value of your answers.

Rating Criteria

Keeping high daily reach

A large number of unique users

A large number of visitors

Factor 2: Performance and Usability

1. Do you agree that Performance and Usability is a critical factor that can
determine e-Commerce website success?

a) Strongly agree
b) Agree
c) Undecided
d) Disagree
e) Strongly disagree
2. Rate each feature on a scale of 1 to 5, where 5 being the most desirable and 1
being the least. A strong yes answer to a question below would rate a 4 or5. A
strong no would rate a 1 or 2. Then figure a rating for each section by taking the
average value of your answers.

Rating Criteria

Speed of the site load with a standard dial-up modem

Website consistence for the leading browsers

The home page well- and easy to read and

organized
understand

Logical and clear navigation choices with consistence and

availability

Ease of a search box

Functionality

Error messages resolution

Graphic files capacity, speedy download time

Factor 3: Web design

2. Do you agree that Web design is a critical factor that can determine e-Commerce
website success?

a) Strongly agree
b) Agree
c) Undecided
d) Disagree
e) Strongly disagree

2. Rate each feature on a scale of 1 to 5, where 5 being the most desirable and 1
being the least. A strong yes answer to a question below would rate a 4 or5. A
strong no would rate a 1 or 2. Then figure a rating for each section by taking the
average value of your answers.

Rating Criteria

Usage and distracting of animated gifts and ticker tapes

A balance between design and functionality

The pages fitness for scrolling entire page

Simple and logical Web layout

Usage of colors

Expression of company image

Ease of product categories to understand

Ease and clearness of the typefaces and font sizes

Ease to find checkout button

 Shopping cart location

Factor 4: Content

1. Do you agree that Web Content is a critical factor that can determine e-Commerce
website success?

a) Strongly agree
b) Agree
c) Undecided
d) Disagree
e) Strongly disagree

2. Rate each feature on a scale of 1 to 5, where 5 being the most desirable and 1 being
the least. A strong yes answer to a question below would rate a 4 or5. A strong no
would rate a 1 or 2. Then figure a rating for each section by taking the average
value of your answers.

Rating Criteria

Quality information

Good services

Understanding of language

Logical catalog information organized

Factor 5: Security and Privacy

1. Do you agree that Security and Privacy is a critical factor that can determine e-
Commerce website success?

a) Strongly agree
b) Agree
c) Undecided
d) Disagree
e) Strongly disagree

2. Rate each feature on a scale of 1 to 5, where being the most desirable and 1 being
the least. A strong yes answer to a question below would rate a 4 or5. A strong no
would rate a 1 or 2. Then figure a rating for each section by taking the average
value of your answers.

Rating Criteria

Escrow service

Personal information privacy

Secure server
 Secure payment mechanism

Antivirus software

Firewall

Authentication

Factor 6: Transaction

1. Do you agree that Transaction is a critical factor that can determine e-Commerce
website success?

a) Strongly agree
b) Agree
c) Undecided
d) Disagree
e) Strongly disagree

2. Rate each feature on a scale of 1 to 5, where 5 being the most desirable and 1
being the least. A strong yes answer to a question below would rate a 4 or5. A
strong no would rate a 1 or 2. Then figure a rating for each section by taking the
average value of your answers.

Rating Criteria

The site support of secure credit card transaction

Different payment methods

Create the rule and policy for sellers and buyers

Trade volume
Factor 7: Shopping Process

1. Do you agree that shopping process is a critical factor that can determine e-Commerce website
success?

a) Strongly agree
b) Agree
c) Undecided
d) Disagree
e) Strongly disagree

Rate each feature on a scale of 1 to 5, where 5 being the most desirable and 1 being
the least. A strong yes answer to a question below would rate a 4 or5. A strong no
would rate a 1 or 2. Then figure a rating for each section by taking the average value
of your answers.

Rating Criteria

Ease of the shopping cart

Ease of deletion and addition for items from the shopping cart

Ease to viewing the contents from the shopping cart

An obvious click path to the cash register

Product inventory and availability information

Customer rating/record system

Factor 8: Technical support

1. Do you agree that Technical support is a critical factor that can determine e-
Commerce website success?

a) Strongly agree
b) Agree
c) Undecided
d) Disagree
e) Strongly disagree

Rate each feature on a scale of 1 to 5, where 5 being the most desirable and 1 being
the least. A strong yes answer to a question below would rate a 4 or5. A strong no
would rate a 1 or 2. Then figure a rating for each section by taking the average value
of your answers.

Rating Criteria

Availability of site map

Customer online help

Discuss board

User guide

FAQ

Contact detail
Part D: Extra Question

What are the main reasons for you not to visit or make a purchase from an
eCommerce Website? (You can choose multiple answers)

Poor site popularity

Poor performance and usability
Low level security and privacy
Poor website design and content
Bad transaction

Less shopping experience

Lack of technical support

If not listed, please specify __________________