Internet Shopping (Part 2) Questionnaire


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Where You Seek Information

Before making a purchase, you might seek information from a variety of external sources. Listed below are several types of products/services. For each product or service please indicate whether you do (check the checkbox) or do not (leave checkbox blank) consult the information sources. If you use more than one source, check the checkbox for each item. (If you neither buy, nor seek information about a particular item, please leave all checkboxes for that item's line blank.)

  • Computer Hardware less than $50 On-Line Newspapers/Magazines Direct Mail
  • Computer Hardware more than $50 On-Line Newspapers/Magazines Direct Mail
  • Computer Software less than $50 On-Line Newspapers/Magazines Direct Mail
  • Computer Software more than $50 On-Line Newspapers/Magazines Direct Mail
  • Investment choices (e.g. stocks) On-Line Newspapers/Magazines Direct Mail
  • Music CDs/Tapes/Albums On-Line Newspapers/Magazines Direct Mail
  • Books/Magazines On-Line Newspapers/Magazines Direct Mail
  • Travel Arrangements On-Line Newspapers/Magazines Direct Mail

  • Where You Buy

    When buying an item, we usually have several choices regarding who and where to buy it from. Listed below are several products and services that you might have bought in the last six months, and several types of shopping outlets. For each product or service please indicate whether you have bought it within the past six months (check the checkbox) or not (leave checkbox blank) from each of the types of outlets. If you have bought the item from more than one outlet, within the past six months, check the checkbox for each outlet. (If you have not bought the item within the past six months, please leave all checkboxes for that item's line blank.

  • Computer Hardware less than $50 On-Line Catalogs Retail Stores
  • Computer Hardware more than $50 On-Line Catalogs Retail Stores
  • Computer Software less than $50 On-Line Catalogs Retail Stores
  • Computer Software more than $50 On-Line Catalogs Retail Stores
  • Investment choices (e.g. stocks) On-Line Catalogs Retail Stores
  • Music CDs/Tapes/Albums On-Line Catalogs Retail Stores
  • Books/Magazines On-Line Catalogs Retail Stores
  • Travel Arrangements On-Line Catalogs Retail Stores

  • What is the TOTAL amount you spent on purchases through vendors on the World Wide Web during the past six months?


    Listed below are some of the alternative manners in which you might purchase from Web vendors. For each scenario, please indicate how likely you are to buy a competitively priced product/service that you really wanted. (In each case assume that you are providing the needed information, and receiving the product/service directly from the vendor.)

    You provide credit card and purchase information through a toll call/fax


    You provide credit card and purchase information through a toll-free call/fax


    You set up an account with the vendor offline once, then provide a vendor-specific account number and purchase information each time you want to make a purchase on the Web


    You provide credit card and purchase information through electronic mail


    Your credit card and purchase information would be scrambled and transmitted over the Internet to the vendor (i.e., secure transmission). Any subsequent transmissions from the vendor would also be secure.



    Please indicate your agreement/disagreement with each of the following statements.

    Providing credit card information through the Web is the single most important reason I don't buy through the Web more often


    Providing credit card information through the Web is no riskier than providing it over the phone to an offline vendor


    I would be more willing to provide my credit card information through the Web if the prices were considerably lower


    I would be more willing to provide my credit card information through the Web if the products/services were of a higher quality


    I would be more willing to provide my credit card information through the Web if the Web vendor was well known and reliable



    On the whole, how well do each of the following statements characterize your opinion of commercial vendors on the Web compared to other, more traditional vendors?

    WWW vendors offer more useful information about the choices available


    It is easier to place orders with WWW vendors


    It is easier to cancel orders placed with WWW vendors


    It is just as safe to use credit cards when making purchases from WWW vendors


    WWW vendors offer better prices


    It is easier to contact WWW vendors



    Now, please indicate which of the following features are MOST IMPORTANT to you personally, when shopping, or considering shopping, on the Web.
    (Please check all that apply.)


    How often do you use the web for shopping for personal reasons?
    (including gathering product/service/vendor information, placing orders, making purchases, and/or customer support)
    How often do you use the web for shopping for professional reasons?
    (including gathering product/service/vendor information, placing orders, making purchases, and/or customer support)
    Would you prefer to answer questions about your personal internet shopping experiences or your professional (job-related) internet shopping experiences?

    The following are answered for either a respondents' personal use of the web OR their professional use. See answer to previous question for which one.


    What kind of information do you look for on the web when selecting a product/service?
    (Please check all that apply.)
    On average, how many minutes do you spend searching before you find the first piece of useful product/service information?
    When you are intentionally searching for product/service information, what percentage of the time do you find what you are looking for?
    How many minutes on average does it take you to give up a search if you cannot find the product/service information you were looking for?
    Have you had a dissatisfying experience with a web site (that provides product/service information) that caused you to leave the site and look at another vendor's web site instead? If so, what were the reasons?
    (Please check all that apply.)
    How often do you make a decision to purchase (or not to purchase) a product/service based primarily on information that you have gathered on the web whether or not you use the web to make the purchase?
    What percentage of these decisions were the result of an intentional search for product/service information?
    Once you've decided to purchase a product/service, what percentage of the time do you place your order on the web (i.e. by filling out a form on the web)?
    Once you've placed your order on the web, for what percentage of these orders do you also pay using the web (i.e. send your credit card number over the web)?
    How often do you visit the web sites of stores where you normally shop in person?
    What are the main reasons you use the web when purchasing products/services?
    (Please check all that apply.)

    Please add any comments here.

    This questionnaire was developed by:
    GVU's WWW User Survey Team with special thanks to NCR's Human Interface Technology Center and Dr. Sunil Gupta, University of Michigan