GVU's Opinions of Vendors Questionniare

Copyright 1996
Georgia Tech Research Corporation
Atlanta, Georgia 30332-0415
Usage Restrictions

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?

Returns and refunds are easier with WWW 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

WWW vendors are more reliable

WWW vendors have simpler payment procedures

WWW vendors provide better customer service and after-sales support

It is safer to use credit cards when making purchases from WWW vendors

WWW vendors deliver orders/services in a more timely manner

WWW vendors offer better prices

It is easier to contact WWW vendors

On the whole, I would prefer to gather purchase-related information through WWW vendors

On the whole, I would prefer to purchase products and services through WWW vendors

Now, please indicate how IMPORTANT each of the following features is to you personally, when shopping, or considering shopping, on the Web

Variety of choices

Easy handling of returns or refunds

Quality of information about purchase choices

Ease of placing orders

Ease of cancelling orders

Internet vendor's reliability

Easy payment procedures

Customer service and after-sales support

Security of sensitive information

Getting orders/services in a timely manner

Lowest price

Satisfaction with being on the cutting edge

Ease of contacting the vendor

This questionnaire was developed by:
Sunil Gupta, Michigan Business School, University of Michigan