Section A : Demographic
Gender
Male
Female
Age
Below 20
21 - 29
30 - 39
40 - 49
50 & above
Education Level
SPM / O-Level
STPM / A-Level / Foundation
Diploma
Degree
Master
PHD / Doctorial
Professional Qualification
Occupation
*
Student
Administrative
Executive / Officer Level
Manager / CEO / Director
Business Owner
Professional
Self-Employed
Others (Housewife, Retired or etc.)
Are you satisfied with the online purchase system in 11Street?
*
Yes
No
How frequent do you purchase from 11Street?
*
Daily
Weekly
Monthly
Quaterly
Yearly
How do you know about 11Street?
*
Friends and Family
Newspaper
Social Media (e.g. Facebook, Instagram, Twitter, LinkIn, Youtube, Google)
Television Advertisement
Other
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Section B: Independent Variables
Customer Satisfaction
*
Strongly Disagree
Disagree
Neutral
Agree
Strongly Agree
I am satisfied with 11Street's overall performance.
I have positive experience with 11Street.
I am satisfied with the price offered by 11Street.
My choice to purchase in 11Street is a wise one.
I am impressed with 11Street's web page loading time.
Trust & Security
*
Strongly Disagree
Disagree
Neutral
Agree
Strongly Agree
I am willing to provide my credit card number to 11Street for payment purpose.
I am willing to pay in advanced before receiving any product from 11Street.
I am willing to provide personal profile to 11Street.
I believe that 11Street is trustworthy.
The payment system of 11Street is secure.
Customer Service
*
Strongly Disagree
Disagree
Neutral
Agree
Strongly Agree
11Street's support team handles customers' issue effectively. (For example: refund, return, guide)
11Street's support team is prompt in replying to queries.
11Street's support team are courteous in handling complains.
I am generally pleased to 11Street's customer service
11Street has remarkable customer service.
Image of Branding
*
Strongly Disagree
Disagree
Neutral
Agree
Strongly Agree
11Street is well-known in Malaysia.
11Street has a positive image of branding in my mind.
11Street brand is prestigious.
11Street is Korea origin company.
11Street has good reputation.
Interactivity & Convenience
*
Strongly Disagree
Disagree
Neutral
Agree
Strongly Agree
11Street's website is accessible all the time.
11Street's website is user-friendly.
11Street is prompt in replying to queries.
The buying process in 11Street is simple.
Product's information were clearly stated in 11Street's website.
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Section C: Dependent Variables
Factors that affect customer E-loyalty in 11Street
*
Strongly Disagree
Disagree
Neutral
Agree
Strongly Agree
I am very satisfied with 11Street's online purchase system.
11Street is trustworthy.
11Street provides me excellent customer service.
I trust the brand of 11Street.
11Street's website has least technical error.
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