Understanding consumer online shopping behaviour from the perspective of transaction costs

 
Part F. Your Opinions about This Online Store 
 
F1-F29. Think about your most recent online purchase (the product and online store you mentioned 
above in Part D). Please indicate how strongly you agree or disagree with the statements below.

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437
 
 
 
Strongly 
Disagree Undecided 
Strongly
Agree 
F1. It is difficult to be assured that this product will perform as well 
as it is supposed to. 
1 
2 
3 
4 
5 
6 
7 
F2. It is difficult to be assured that this product is reliable without 
trying and touching it. 
1 2 3 4 5 6 7 
F3. I am worried that this product received cannot represent 
accurately by this online store’s website. 
1 
2 
3 
4 
5 
6 
7 
F4. I am worried that the performance of this product I purchased 
from this online store cannot live up to what is promised. 
1 2 3 4 5 6 7 
F5. I am worried that the quality of this online product cannot be as 
good as the one in the physical store. 
1 
2 
3 
4 
5 
6 
7 
F6. This site is visually attractive. 
1 
2 
3 
4 
5 
6 
7 
F7. This site is easy to use. 
1 
2 
3 
4 
5 
6 
7 
F8. This site is easy to 
navigate. 
1 2 3 4 5 6 7 
F9. This site quickly loads all the text and graphics. 
1 
2 
3 
4 
5 
6 
7 
F10. This site provides me with sufficient information. 
1 
2 
3 
4 
5 
6 
7 
F11. This site provides me with accurate information. 
1 
2 
3 
4 
5 
6 
7 
F12. This site provides me with up-to-date information. 
1 
2 
3 
4 
5 
6 
7 
F13. This site is quick and easy to complete a transaction. 
1 
2 
3 
4 
5 
6 
7 
F14. This online store delivers on its undertaking to do certain things 
by a certain time. 
1 2 3 4 5 6 7 
F15. Transactions with this online store are error-free. 
1 
2 
3 
4 
5 
6 
7 
F16. The product I purchased is delivered by the time promised by 
this online store. 
1 2 3 4 5 6 7 
F17. This online vendor shows a sincere interest in solving customer 
problems. 
1 
2 
3 
4 
5 
6 
7 
F18. The performance of this online store is as desired. 
1 
2 
3 
4 
5 
6 
7 
F19. When I have a problem, this online store is always willing to 
help me. 
1 
2 
3 
4 
5 
6 
7 
F20. This online store is never too busy to respond to customer 
requests. 
1 2 3 4 5 6 7 
F21. It is easy to get in contact with this online store.
1 
2 
3 
4 
5 
6 
7 

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438
F22. This online store is prompt in replying to queries. 
1 
2 
3 
4 
5 
6 
7 
F23. This online store provides me with information and products 
according to my preferences. 
1 
2 
3 
4 
5 
6 
7 
F24. This online store gives me individual attention. 
1 
2 
3 
4 
5 
6 
7 
F25. This online store can understand my specific needs. 
1 
2 
3 
4 
5 
6 
7 
F26. This online store has excellent public image. 
1 
2 
3 
4 
5 
6 
7 
F27. This online store is extremely committed to customer 
satisfaction. 
1 
2 
3 
4 
5 
6 
7 
F28. This online store is known to be concerned 
about 
consumers. 1 2 3 4 5 6 7 
F29. This online store has a good reputation compared to other rival 
online stores. 
1 
2 
3 
4 
5 
6 
7