Consumer satisfaction and convenience survey
| Alpha | Bravo | Charlie | Delta | Echo | Foxtrot | Golf | ||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Mean | SD | Mean | SD | Mean | SD | Mean | SD | Mean | SD | Mean | SD | Mean | SD | |
| Consumer satisfaction (n=77) | ||||||||||||||
| Product availabilitya | 7.55 | 1.90 | 7.86 | 1.63 | 7.78 | 1.84 | 8.40 | 1.66 | 8.17 | 1.96 | 7.57 | 2.05 | 7.65 | 1.88 |
| Ease of ordering | 7.81 | 1.66 | 7.99 | 1.64 | 8.01 | 1.76 | 8.66 | 1.54 | 8.44 | 1.72 | 8.21 | 1.46 | 7.97 | 1.99 |
| Product information | 7.71 | 1.66 | 7.75 | 1.69 | 7.73 | 1.68 | 8.45 | 1.71 | 8.17 | 1.78 | 7.84 | 1.61 | 7.39 | 1.93 |
| Product prices | 6.49 | 2.09 | 7.38 | 1.72 | 7.38 | 1.67 | 8.38 | 1.68 | 7.83 | 2.00 | 7.70 | 1.59 | 7.12 | 1.69 |
| Website performance | 7.49 | 1.92 | 7.79 | 1.75 | 7.73 | 1.77 | 8.38 | 1.91 | NA | NA | 7.73 | 1.90 | 7.42 | 1.76 |
| App performancea | 6.73 | 2.29 | 6.91 | 2.07 | 6.61 | 2.17 | 7.62 | 2.24 | 8.01 | 1.93 | 6.79 | 2.14 | 6.14 | 2.21 |
| Product selection | 7.44 | 1.85 | 7.49 | 1.62 | 8.64 | 1.56 | 8.68 | 1.43 | 8.09 | 1.97 | 7.69 | 1.70 | 7.51 | 1.54 |
| Shipping and handling charges, and delivery options | 7.03 | 1.89 | 7.35 | 1.88 | 7.10 | 1.91 | 8.09 | 1.72 | 8.00 | 2.10 | 7.35 | 2.00 | 6.60 | 2.28 |
| Order fulfillmenta | 8.01 | 1.67 | 7.95 | 1.67 | 7.87 | 1.63 | 8.65 | 1.44 | 8.39 | 1.69 | 8.05 | 1.75 | 7.53 | 1.72 |
| On-time delivery | 8.19 | 1.71 | 8.17 | 1.67 | 8.23 | 1.51 | 8.38 | 1.86 | 8.62 | 1.67 | 8.25 | 1.55 | 8.06 | 1.74 |
| Customer support | 7.71 | 1.72 | 7.61 | 1.63 | 7.60 | 1.95 | 8.03 | 1.88 | 7.87 | 1.94 | 7.38 | 1.97 | 7.26 | 1.98 |
| Product met expectations | 8.10 | 1.67 | 8.12 | 1.47 | 8.12 | 1.65 | 8.38 | 1.41 | 8.34 | 1.74 | 8.17 | 1.49 | 8.16 | 1.35 |
| Order tracking/status information | 7.74 | 1.89 | 7.69 | 1.78 | 7.66 | 1.81 | 8.27 | 1.78 | 8.18 | 1.92 | 7.77 | 1.69 | 7.04 | 2.14 |
| Delivery speeda | 7.96 | 1.80 | 8.17 | 1.48 | 7.23 | 1.56 | 8.00 | 1.78 | 8.60 | 1.73 | 8.22 | 1.45 | 7.81 | 1.81 |
| Total average (10.0) | 7.57 | 1.84 | 7.73 | 1.69 | 7.69 | 1.75 | 8.31 | 1.72 | 8.21 | 1.86 | 7.77 | 1.74 | 7.40 | 1.86 |
| Consumer convenience (n=77) | ||||||||||||||
| Physical convenience in receiving ordera, b | 7.70 | 2.07 | 7.86 | 1.88 | 7.83 | 2.07 | 8.35 | 1.90 | 8.27 | 1.90 | 7.78 | 1.91 | 7.56 | 2.11 |
| Physical convenience in returning producta | 6.91 | 2.20 | 7.04 | 2.11 | 7.34 | 2.06 | 7.56 | 2.40 | 7.45 | 2.28 | 7.22 | 2.00 | 6.75 | 2.13 |
| Time convenience in receiving ordera,c | 7.73 | 1.98 | 7.81 | 1.93 | 7.84 | 1.84 | 8.26 | 1.93 | 8.30 | 1.85 | 7.78 | 1.81 | 7.42 | 2.04 |
| Time convenience in returning producta | 7.17 | 2.13 | 7.06 | 2.22 | 7.49 | 2.01 | 7.55 | 2.37 | 7.44 | 2.31 | 7.43 | 1.85 | 7.03 | 2.12 |
| Total average (10.0) | 7.38 | 2.10 | 7.44 | 2.04 | 7.63 | 2.00 | 7.93 | 2.15 | 7.87 | 2.09 | 7.55 | 1.89 | 7.19 | 2.10 |
| Alpha | Bravo | Charlie | Delta | Echo | Foxtrot | Golf | ||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Mean | SD | Mean | SD | Mean | SD | Mean | SD | Mean | SD | Mean | SD | Mean | SD | |
| Product availabilitya | 7.55 | 1.90 | 7.86 | 1.63 | 7.78 | 1.84 | 8.40 | 1.66 | 8.17 | 1.96 | 7.57 | 2.05 | 7.65 | 1.88 |
| Ease of ordering | 7.81 | 1.66 | 7.99 | 1.64 | 8.01 | 1.76 | 8.66 | 1.54 | 8.44 | 1.72 | 8.21 | 1.46 | 7.97 | 1.99 |
| Product information | 7.71 | 1.66 | 7.75 | 1.69 | 7.73 | 1.68 | 8.45 | 1.71 | 8.17 | 1.78 | 7.84 | 1.61 | 7.39 | 1.93 |
| Product prices | 6.49 | 2.09 | 7.38 | 1.72 | 7.38 | 1.67 | 8.38 | 1.68 | 7.83 | 2.00 | 7.70 | 1.59 | 7.12 | 1.69 |
| Website performance | 7.49 | 1.92 | 7.79 | 1.75 | 7.73 | 1.77 | 8.38 | 1.91 | NA | NA | 7.73 | 1.90 | 7.42 | 1.76 |
| App performancea | 6.73 | 2.29 | 6.91 | 2.07 | 6.61 | 2.17 | 7.62 | 2.24 | 8.01 | 1.93 | 6.79 | 2.14 | 6.14 | 2.21 |
| Product selection | 7.44 | 1.85 | 7.49 | 1.62 | 8.64 | 1.56 | 8.68 | 1.43 | 8.09 | 1.97 | 7.69 | 1.70 | 7.51 | 1.54 |
| Shipping and handling charges, and delivery options | 7.03 | 1.89 | 7.35 | 1.88 | 7.10 | 1.91 | 8.09 | 1.72 | 8.00 | 2.10 | 7.35 | 2.00 | 6.60 | 2.28 |
| Order fulfillmenta | 8.01 | 1.67 | 7.95 | 1.67 | 7.87 | 1.63 | 8.65 | 1.44 | 8.39 | 1.69 | 8.05 | 1.75 | 7.53 | 1.72 |
| On-time delivery | 8.19 | 1.71 | 8.17 | 1.67 | 8.23 | 1.51 | 8.38 | 1.86 | 8.62 | 1.67 | 8.25 | 1.55 | 8.06 | 1.74 |
| Customer support | 7.71 | 1.72 | 7.61 | 1.63 | 7.60 | 1.95 | 8.03 | 1.88 | 7.87 | 1.94 | 7.38 | 1.97 | 7.26 | 1.98 |
| Product met expectations | 8.10 | 1.67 | 8.12 | 1.47 | 8.12 | 1.65 | 8.38 | 1.41 | 8.34 | 1.74 | 8.17 | 1.49 | 8.16 | 1.35 |
| Order tracking/status information | 7.74 | 1.89 | 7.69 | 1.78 | 7.66 | 1.81 | 8.27 | 1.78 | 8.18 | 1.92 | 7.77 | 1.69 | 7.04 | 2.14 |
| Delivery speeda | 7.96 | 1.80 | 8.17 | 1.48 | 7.23 | 1.56 | 8.00 | 1.78 | 8.60 | 1.73 | 8.22 | 1.45 | 7.81 | 1.81 |
| Total average (10.0) | 7.57 | 1.84 | 7.73 | 1.69 | 7.69 | 1.75 | 8.31 | 1.72 | 8.21 | 1.86 | 7.77 | 1.74 | 7.40 | 1.86 |
| Physical convenience in receiving ordera, b | 7.70 | 2.07 | 7.86 | 1.88 | 7.83 | 2.07 | 8.35 | 1.90 | 8.27 | 1.90 | 7.78 | 1.91 | 7.56 | 2.11 |
| Physical convenience in returning producta | 6.91 | 2.20 | 7.04 | 2.11 | 7.34 | 2.06 | 7.56 | 2.40 | 7.45 | 2.28 | 7.22 | 2.00 | 6.75 | 2.13 |
| Time convenience in receiving ordera,c | 7.73 | 1.98 | 7.81 | 1.93 | 7.84 | 1.84 | 8.26 | 1.93 | 8.30 | 1.85 | 7.78 | 1.81 | 7.42 | 2.04 |
| Time convenience in returning producta | 7.17 | 2.13 | 7.06 | 2.22 | 7.49 | 2.01 | 7.55 | 2.37 | 7.44 | 2.31 | 7.43 | 1.85 | 7.03 | 2.12 |
| Total average (10.0) | 7.38 | 2.10 | 7.44 | 2.04 | 7.63 | 2.00 | 7.93 | 2.15 | 7.87 | 2.09 | 7.55 | 1.89 | 7.19 | 2.10 |
Notes: aNew item; btime convenience in terms of time commitment required; cphysical convenience in terms of physical effort required
Source: Adapted from Thirumalai and Sinha (2005) based on Bizrate online customer survey items and scales
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