Adaptive Questions
If the respondent answered "YES" to question 2 above, they were given the following set of questions. If they answered "NO", they were not given any more questions.
The following questions are meant to refine the
answers you just submitted. If, for some reason, the follow-up
questions do not apply or are erroneous, please use your
Back button to return to the previous page and double
check and or change your answers. If the following area is blank, please proceed
to the next section below.
3. Please check the product or service category you most recently purchased and indicate who you bought from.
Internet Retailer (address if possible):
4. When you began shopping on this occasion, were you:
5. Thinking about this transaction, how much do you estimate you spent?
6. Did you return this merchandise or cancel the service after you received it?
7. Did you contact the customer service department of this Internet retailer with a complaint or problem?
8. How much would you estimate you have spent with this Internet retailer in the past twelve months?
9. How often have you transacted with this Internet retailer in the past twelve months?
Section II: The next series of questions relate to your attitudes about interacting with the
Internet retailer you recently purchased from, as well as its customers. There are no right or wrong
answers, please just indicate the degree to which each statement is characteristic of your attitudes
and the way you interact on-line.
1. It bothers me when this Internet retailer neglects my needs.
2. When providing product feedback or completing an Internet survey for this retailer, I take the retailer's needs and feelings into account.
3. I am especially sensitive to this Internet retailer's feelings as well as the feelings of its users.
4. I believe this Internet retailer's customers should go out of their way to be helpful to each other.
5. I enjoy giving other users of this Internet site advice or aid.
6. I expect this Internet retailer and its users to be responsive to my
needs and feelings.
7. I often go out of my way to help other users of this Internet site.
8. I believe it's best to get involved with this Internet retailer's product
reviews, surveys or chat rooms.
9. I come to the aid of others, especially when I'm logged on to this Internet site.
10. When I need help, I turn to chat rooms, bulletin boards or other
electronic forums provided by this Internet retailer.
11. When on-line users of this Internet site get emotionally upset, I try
to help.
12. Internet users of this site should keep their troubles to themselves
rather than share them with other users on-line.
13. When the feedback I provide this Internet retailer is ignored, I feel
hurt.
14. When I participate in a chat room, or complete surveys or product
reviews for this Internet retailer, I generally expect something in return.
15. When this Internet retailer provides me with information or
something else of value, I try to reciprocate by providing a comparable
level of information or feedback.
16. I think Internet users should feel obligated to repay this Internet
retailer for advice or favors.
17. I would feel exploited if this Internet retailer failed to repay me for a
favor such as providing product or service feedback.
18. In my mind, I keep track of the benefits I have given to the other
users of this Internet retail site.
19. When this Internet retailer and its users receive benefits from
others, they ought to repay those benefits right away.
20. I believe Internet retailers should perform favors or provide special assistance to those users who are willing to reciprocate.
21. I usually provide feedback to this Internet retailer, on the things of
value I have received from them.
22. When users of this Internet retailer help me out, I feel I have to pay
them back.
Section III: Thinking back to your experience with the Internet retailer you recently purchased from, please indicate your degree of agreement with the following
statements.
1. For me, the cost in time, money, effort and grief to switch from this Internet retailer
to another is high.
2. When it comes to making a purchase, this Internet
retailer is my first preference.
3. Making a purchase from this Internet retailer helps me
forget about the day's problems.
4. Considering everything, for me the cost of no longer
using this Internet retailer and going to a new one would
be high.
5. I prefer this Internet retailer to other Internet providers
of its type.
6. I prefer making a purchase from this Internet retail site
over using local offices, malls or stores.
7. I prefer this Internet retailer over other home shopping
services (i.e.: catalogs, "1-800" services or television)
8. If I were to change Internet retailers, I fear the service I
would receive might deteriorate.
9. I have contractual reasons for not switching from this
Internet retailer.
10. I try to consider this Internet retailer every time I need
the type of products or services it offers.
11. I intend to continue doing business with this Internet
retailer over the next few years.
12. Making a purchase from this Internet retailer totally
absorbs me.
13. I get so involved when I make a purchase from this
Internet retailer that I forget everything else.
14. It's just not worth the hassle for me to switch from this
Internet retailer to another.
15. I daydream about this Internet retailer's products and
services while I'm making a purchase on its site.
16. Making a purchase from this Internet site is an efficient
way to manage my time.
17. This Internet retailer doesn't just sell products or
services - it entertains me.
18. There are several financial costs/charges I would incur if
I were to stop doing business with this Internet retailer.
19. I received special rewards and discounts from doing
business with this Internet retailer.
20. I say positive things about this Internet retailer to other
people.
21. I have a favorable attitude toward continuing to do
business with this Internet retailer over the next few
years.
22. I consider this Internet retailer to be my primary source
of this type of merchandise or service.
23. I consider this Internet retailer to be my first choice
when I need products or services of this type.
24. I believe that this Internet retailer has many desirable
features.
25. The "look" of this Internet site is appealing.
26. This Internet retailer's site is aesthetically appealing.
27. I really like doing business with this Internet retailer.
28. It would not be easy to maintain service continuity if I
switched to a new Internet retailer.
29. I intend to continue to visit this Internet retailer's site in
the future.
30. I will recommend this Internet retailer to my friends.
31. I intend to purchase from this Internet retailer in the
future.
32. In the future, this Internet retailer is one of the first
places I intent to look, when I need the type of
merchandise or services it provides.
33. I think this Internet retailer's site is very entertaining.
34. This Internet retailer's site picks me up.
35. It would require a lot of time and effort on my part, to
set up an account with another Internet retailer.
36. It would be extremely costly for me to search for
information about the services provided by other Internet
retailers.
37. I don't like to spend a lot of time and energy looking for
other Internet retailers.
38. It is worth the effort to switch Internet retailers.
39. The price of the products and/or services I purchased
from this Internet retailer are at the right level, given the
quality.
40. Making a purchase from this Internet site makes life
easier.
41. When I make a purchase from this Internet site, I save
time.
42. Making a purchase from this Internet retail site "gets
me away from it all".
43. Making a purchase from this Internet retail site makes
me feel like I am in another world.
44. The products and/or services I purchased from this
Internet retailer were a good buy.
45. Making a purchase from this Internet retailer is
rewarding in and of itself.
46. I enjoy doing business with this Internet retailer for its
own sake, not just for the products or services I may have
purchased.
47. I make a purchase from this Internet retailer, for the
pure enjoyment of it.
48. Compared to other things I could have done, the time I
spent making a purchase from this Internet retailer was
inherently satisfying.
49. I received excellent service from this Internet retailer.
50. This Internet retailer is a highly skilled expert in the
area of services and merchandise it offers.
51. This Internet retailer strives to attain excellence.
52. The graphics and pictures at this site capture my
attention.
53. The images this Internet site portrays, keep running
though my mind after I've seen them.
54. I'm tired of this Internet retailer's site.
55. The people and products featured on this Internet
retailer's site are attractive.
56. Overall, I am happy with this Internet retailer's prices.
57. Making a purchase from this Internet site truly feels
like "an escape".
58. Making a purchase from this Internet retailer is very
convenient.
59. Making a purchase from this Internet retailer allows me
to shop on my own schedule.
60. This Internet retailer has a good selection of
merchandise and/or services.
61. This Internet retailer is the primary place I consider
when I need the type of products or services its offers.
62. While purchasing from this site, I typically find just
what I am looking for.
63. I feel disappointed when purchasing from this site,
because I have to go to other sources to find the products I
want.
64. When this Internet retailer promises to do something
by a certain time, it does so.
65. When I think of this Internet retailer, I think of
excellence.
66. This Internet retailer offers a good economic value.
67. I am reluctant to change Internet retailers because I am
familiar with "how the system works" at this site.
68. I hesitate to switch from this Internet retailer because it
offers privileges I would not receive elsewhere.
69. Purchasing from this site, I can buy the things I need.
70. The wide selection of merchandise and services this
Internet retailer offers, meets my needs.