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  1. Surveys
  2. 2017
  3. June
  4. Q
  5. QuestionPro : E-service quality
 
 
Based on your experiences as a customer of e-services, think of an e-service you use most often (mentioned by you at point B above) and think about the kind of e-firm you would be pleased to be a customer. Show the extent to which you thijk such e-firm would possess the feature described below. If you think the feature is absolutely essential, select 5, and if not at all essential select 1, if your feelings are not strong select any number in middle depending on the intensity you feel.
 
 

The survey deals with your opinions of e-services (online services like online matchmaking and job search through sites like naukri.com, shaadi.com, online stock trading / online banking/using online database/online legal/online health advices or services/online travel/ticketing).
Your answer may lie at any cell between the two extremes of strongly disagree to strongly agree or Very Unimportant to very important depending on the intensity you feel.
 
 

1. Which online services you use? Please tick
 
 
Yes No
a. Online matchmaking/matrimonial
b. Online Job Search
c. Online Banking
d. Online Stock Trading
e. Online legal/health services
f. Online travel/ticketing
g. Online information/database
 
 
 
* Name one e-service website you use most often.
   
 
 

Based on your experiences as a customer of e-services, think of an e-service you use most often (mentioned by you at point B above) and think about the kind of e-firm you would be pleased to be a customer. Show the extent to which you thijk such e-firm would possess the feature described below. If you think the feature is absolutely essential, select 5, and if not at all essential select 1, if your feelings are not strong select any number in middle depending on the intensity you feel.
 
 
1. Strongly Disagree 2 3 4 5. Strongly Agree
a. The excellent e-firms would always provide accurate information
b. Excellent e-firms will provide comprehensive information at one place
c. Excellent e-firms will always provide timely information to all customers
d. Excellent e-firms will always provide reliable information to all customers
e. Information provided by excellent e-firms will be easy to retrieve and use
f. Information provided by excellent e-firms is always useful
 
 
1. Strongly Disagree 2 3 4 5. Strongly Agree
a. The interactions (through email, chatting or phone etc.) by the excellent e-firms will always be friendly and courteous
b. Excellent e-firms will provide easy to use various online contact options.
c. Excellent e-firms will always take prompt actions to address my needs
d. Excellent e-firms would offer wide range of services at a single place(website)
e. Excellent e-firms will provide easy to use e-service features on their websites
f. Excellent e-service firm will provide customizable features to customers unique to their needs
 
 
1. Strongly Disagree 2 3 4 5. Strongy Agree
The e-services of excellent e-firms are accessible at all the time and on all the days
The websites of excellent e-firms will be well designed and organized
Websites of excellent e-firms will be fast and free of jams
The websites of excellent e-firms are always simple and easy to navigate
Excellent e-firms will always provide pleasurable experience to customers
Excellent e-firm services are fun to use
Excellent e-firms will provide links to contact others (customers/prospects/experts) through their websites
Excellent e-firms create exciting experiences for customers
 
 
1. Strongly Disagree 2 3 4. 5. Strongly Agree
a. Excellent e-firms will have a good corporate image
b. Excellent e-firms will always have positive word of mouth from all
c. Excellent e-firm will present itself in a superior manner
d. Excellent e-firms will accept the responsibility and take control in case of service failure & faults
e. Excellent e-firms would always provide fair compensation to customers in case of their service failure and faults
f. Excellent e-firms seem concerned about the problems in case of service failure
 
 
1. Strongly Disagree 2 3 4 5. Strongly Agree
a. Excellent e-firms will perform the service right the first time.
b. Online financial transactions through excellent e-firms will be secure
c. Customers of the excellent e-firm will feel safe while sharing personal information with the firm
d. Excellent e-firms always perform the service within the expected time frame
e. Excellent e-firms will be transparent in all dealings with customers
 

The questions below intend to describe YOUR PERCEPTIONS as acustomer the extent to which you think the e-firm/website you use most often that you mentioned above possess the features Or what you are getting as a customer. If you Strongly Disagree with the statement select 1, if you Strongly Agree select 5, if your feelings are not strong select any number in middle depending on the intensity you feel.
 

1. Strongly Disagree 2. 3. 4. 5. Strongly Agree
a. Information by my e-firm (firm/website you use most often, as mentioned in Q1C above) is always accurate
b. I always get comprehensive information by my e-firm
c. My e-firm always provides timely information to me
d. My e-firm always provides reliable information to me
e. The information I get by my e-firm is easy to retrieve and use
f. Information by my e-firm is always useful
 
 

1. Strongly Disagree 2. 3. 4. 5. Strongly Agree
a. Whenever I interact with my e-firm their employees are friendly and courteous
b. I can easily contact my e-firm through various online contact options provided by my e-firm
c. My e-firm always take prompt actions to address my needs
d. I get wide range of services at a single place(website) by my e-firm
e. Its easy to use the e-service features provided by my e-firm on their websites
f. My e-firm offers customizable customized features unique to my needs.
 
 

1. Strongly Disagree 2. 3. 4. 5. Strongly Agree
a. I can access e-services of my e-firm on all the days and at all the time.
b. The website of my e-firm is well designed and organized
c. Website of my e-firm is fast and free of jams
d. The website of my e-firm is simple and easy to navigate
e. My e-firm always provide pleasurable experiences to me as a customer.
f. Its fun to use my e-service
g. My e-firm provides links to contact others
h. I feel excited while using the e-service provided by my firm
 
 

1. Strongly Disagree 2. 3. 4. 5. Strongly Agree
a. My e-firm has a good corporate image
b. My e-firm always has positive word of mouth
c. My e-firm always presents itself in superior manner
d. My e-firm accepts the responsibility and take control in case of service failure & faults
e. I always get get fair compensation by my e-firm in case of their service failure and faults
f. My e-firm seem concerned about the problems in case of service failure
g. My e-firm performs the service right the first time
h. Online financial transactions through my e-firm is secure
i. I feel safe while sharing personal information with my e-firm
j. My e-firms always perform the service within the expected time frame
k. My e-firm is transparent to me
 
 

The following questions intend to describe the importance of each feature in your decision to avail the service. A five means you consider it very important, and one means it is very unimportant. We are interested in your perception of how IMPORTANT each feature is to you in your decision to avail the service.
 
 
 
1. Extremely Unimportant 2 3 4 5. Extremely Important
a. 1. Accurate Information to me as a customer is..
b. 2. Comprehensive information
c. 3. Timely information is...
d. 4. Reliability of information for me is...
e. 5. Information that is easy to retrieve and use
f. 6. Getting useful information as a customer is…
 
 
1. Extremely Unimportant 2 3 4 5. Extremely Important
a. Friendly and Courteous interactions by the e-firms' employees is…
b. Easy to use various online contact options is…
c. Taking prompt actions by e-firms to address the needs is..
d. Having wide range of services at a single place (website) is….
e. Having easy to use e-service features on the websites is…
f. Having customized features unique to the needs is…
g. Accessibilty of e-services at all the time and on all the days is….
 
 
1. Extremely Unimportant 2 3 4 5. Extremely Important
a. Well designed and organized website is……..
b. Fast and free of jams websites are…
c. Simple and easy to navigate website is..
d. Pleasurable experiences as a customer while using e-service is …
e. Fun while using e-service is..
f. Getting links to contact others (customers/prospects/experts) through the e-service websites is..
g. Feeling of excitement while using e-service is..
 
 
1. Extremely Unimportant 2 3 4 5. Extremely Important
a. A god corporate image of the e-firm I use is..
b. Positive word of mouth of the e-firm I use is..
c. The way the e-firm presents itself to others (through advertisements etc) is…
d. E-firms accepting the responsibility and taking control in case of service failure is..
e. Getting fair compensation by the e-firm in case of their service failure is..
f. E-firm showing concern about the problems in case of service failure is..
g. Performance of the service right the first time is..
h. Security of online financial transactions is…
i. Feeling of safety while sharing personal information is…
j. Performance of the service within the expected time frame is...
k. Transparency of the e-firm in all dealings is…
 
 
 
1. Strongly Disagree 2 3 4 5. Strongly Agree
a. I always get a superior quality of services by my e-firm
b. I can say that my e-firm always maintain a very high quality standards
c. My e-firm always provide e-service of very high quality to me
d. The overall quality of the e-services of my e-firm is excellent
 
 
 
1. Absolutely Terrible 2 3 4 5. Absolutely Delightful
a. I can say that my feelings as a customer with my e-firm have been
 

1. Extemely Terrible 2 3 4 5. Very Pleaant
The overall experience with my e-firm is ..
 
 

1. Completely Dissatified 2 3 4 5. Completely Satisfied
My satisfaction level with e-services provided by my e-firm
 
 
 
1. Very Unlikely 2 3 4 5. Very Likely
a. Will you continue as a customer with the same e-service firm you are at present?
 
 
1.Definitely Not 2 3 4 5.Definitely Yes
a. Would you recommend the e-service of the firm you use to your friends and relatives?
 
 

1. Strongly Disagree 2 3 4 5. Strongly Agree
a. I can say that my e-firm always provide me services in excellent manner
b. Overall, the way my e-firm provides the services to me is of high quality.
c. Overall, the kind of virtual environment created by my e-firm to use e-service is excellent
d. I would say that the virtual environment created by my e-firm is best in industry
e. I always have an excellent experience with my e-firm
f. Overall, I feel good what I get from my e-firm as a customer
 
 
 
Your Name
   
Your Contact Number or Email id
   
 

Your Marital Status
Single Married
 
 
Number of children you have
   
 

Your Gender
Male Female
 
 

Your Education level
High School/Technical/Trade School Some College College Graduate Graduate School (PG) Professional Degree (BE/B. Tech/MBA/MS etc.) Doctorate
 
 

Your Age group
Below 16 16-24 25-34 35-44 45-54 55 or over
 
 
 
Your Country of Residence
   
 
 

Annual Household Income (US $) / Indian Rupees (tick in the applicable circle/box)
 
Under $10,000
 
$10,000-24,999
 
$25,000-39,999
 
$40,000-54,999
 
$55,000-69,999
 
$70,000 or over
 
Under Indian Rs. One lac
 
Rs. One lac to two lacs
 
Rs. Two lacs to three lacs
 
Rs. Three lacs to four lacs
 
Rs. Four lacs to five lacs
 
Rs. Five lacs or over
 
 

How Long have you been using the internet?
 
1-3 years
 
3-6 years
 
6 years or over
 
 
 
How long have you been using internet for online purchasing/transactions?
 
Less than six months
 
6 months to one year
 
1-2 years
 
2-4 years
 
More than 4 Years
 
 

On average how often do you use the internet?
 
1-5 times a month
 
1-5 times a week
 
1-4 times a day
 
5-8 times a day
 
Nine times or more a day
 
 

On Average how many hours per week do you browse internet sites
 
1-5 hours
 
6-10 hours
 
11-20 hours
 
21-40 hours
 
Over 40 hours