Survey Templates Surveys Customer Satisfaction In Online Buying

Customer Satisfaction In Online Buying

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Hello:

I have developed this questionnaire to support the primary research work of my MSc International Marketing dissertation report titled "Online Travel Purchase: Study of customer satisfaction through their buying process" at the University of Strathclyde, Glasgow. I thank you for taking out time to fill this questionnaire and your candid response to the questions will be greatly appreciated. This questionnaire will take approximately five minutes to complete. In this 'survey questionnaire' a widely used term "travel product/service" means - air tickets, hotel booking, rent a car - separately or in the form of a complete package,may be bought for official, personal or leisure/holiday purpose. Thank you.

01. Gender

Male

Female

02. Please choose the appropriate age bracket for yourself.

10 - 20

21 - 30

31 - 40

41 - 50

51 - 60

Above 60

03. Please state your nationality

04. Your employment status

05. Your Occupation

06. How frequently you use internet to collect information and to make purchase?

Once a week or less

2 to 3 times a month

Once a month

Less than once a month

Not at all

07-a. Have you ever bought a travel product/service online?

07-b. If yes, please mention the Item(s) bought:

08. How many times have you bought a travel product/service yourself from a website in the past one year’s time?

09. What usually has been the reason of purchase? (More than one option can be selected)

Business

Leisure or Tourism

Personal

10. While buying a travel product/service which website(s) have you used?

Expedia (http://expedia.msn.com/daily/toc/)

Travelocity (http://www.travelocity.com/)

Preview Travel (http://previewtravel.com/)

BizTravel (http://newhome.biztravel.com/)

The Trip (http://www.thetrip.com/)

Internet Travel Network (http://www.itn.com/)

Flifo (http://www.flifo.com)

Lonely Planet (http://www.lonelyplanet.com/)

British Airways (http://www.ba.com/)

Easy Jet (http://www.easyjet.com/)

Ryan Air (http://www.ryanair.com/)

Fly Globe Span (http://www.flyglobespan.com/)

Air Scotland (http://www.air-scotland.com)

bmi baby (http://www.bmibaby.com)

Wizzair (http://www.wizzair.com)

Please specify if any other

11. While repeat purchase do you necessarily first go to the website you have used before?

Yes

N/A (No repeat purchase)

12. Based upon your purchase experience with the “websites”, please give them a cumulative ranking for the following characteristics:

	Very good	Good	Neutral	Little poor	Very poor
Ease in finding appropriate information	Very good	Good	Neutral	Little poor	Very poor

Quality & usefulness of information	Very good	Good	Neutral	Little poor	Very poor

Relevance & validity of information	Very good	Good	Neutral	Little poor	Very poor

Website(s) aesthetics (layout, navigation, pictures, graphics, text etc.)	Very good	Good	Neutral	Little poor	Very poor

Ease in interaction	Very good	Good	Neutral	Little poor	Very poor

Ease in understanding instructions and directions	Very good	Good	Neutral	Little poor	Very poor

Time taken in processing/retrieving requested information	Very good	Good	Neutral	Little poor	Very poor

13. Do websites offer facility to choose from multiple language interfaces?

14. A website with greater amount of information than other websites tend to be more attractive and useful?

Strongly agree

Agree

Indifferent

Disagree

Strongly disagree

15. Do you look for seasonal promotions and deals on the internet even if you are not planning to travel?

Yes

16. Do you find it useful as well as helpful to visit related links available on a webpage?

Extremely useful

Very useful

Somewhat useful

Not very useful

Not at all useful

17. Do you feel insecure in providing financial information like credit/debit card details, contact details on the internet?

Extremely risky

Very risky

Some what risky

Not very risky

Not at all risky

Can you recommend a safe alternative

18. Is it unnecessary to declare non-financial/personal information such as address, telephone number on a website?

In an online setting - Yes

No, I don't mind

19. Does interaction with online seller helps build trust in buyers mind?

Definitely yes

Probably yes

Not sure

Probably not

Definitely not

20. Do you see absence of human element as a deficiency in an online environment? Please reply in YES/NO, and provide a reason if possible.

21. Is the overall level of pleasure in an online environment different from that of traditional method of buying a travel product/service?

More satisfying

Only little more satisfying

Indifferent (similar level of pleasure)

Some what dissatisfying

completely dissatisfying

Other

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Customer Satisfaction In Online Buying

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