Understanding consumer online shopping behaviour from the perspective of transaction costs

Table 4.1 Pre-TCs Measurement Items 
PRTC1. It took time and effort to connect to the Internet.
PRTC2. It took time and effort to navigate to this store’s website.
PRTC3. I spent a lot of time and effort getting information that would be a help in 
decision-making of online purchase from this store.
PRTC4. I spent a lot of time and effort searching for product information at this store.
PRTC5. I spent a lot of time and effort getting familiar with the layout of this site and the 
organization of its products.
 
Table 4.2 Contemporaneous TCs Measurement Items 
COTC1. I spent a lot of time and effort assessing the credibility of this online store.
 
COTC2. I spent a lot of time and effort placing an order with this online store (including 
completing information about this product, my personal contact and delivery).

COTC3. It took time and effort to complete the online payment.

COTC4. It took time and effort to wait for this product to be delivered at home.
 
 

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Table 4.3 Post-TCs Measurement Items 
POTC1. I spent a lot of time and effort checking the status of my order. 
POTC2. I spent a lot of time and effort contacting this online store to check whether the products 
I ordered are processed as promised. 
POTC3. I spent a lot of time and effort monitoring the processing of my order. 
POTC4. I spent a lot of time and effort resolving post-purchase problems.
POTC5. I spent a lot of time and effort returning and replacing this product. 
POTC6. It took time and effort to deal with the unpredictable events in the transaction. 
POTC7. It took time and effort to make changes to orders that has been sent to this online store. 
POTC8. It took time and effort to arrange another time to receive this product ordered if it was 
not physically delivered on time as promised.