A Questionnaire of Customer Loyalty on Cross-border Online Retailing

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1。 Your gender：

□Female               □Male

2。 Your age:

□<18          □18- 25          □25-35           □35-45       □+ 45

3。 Which websites do you often have shopping? (Multiple Choices)

□Amazon     □eBay      □AliExpress      □Wish      □Lightinthebox

□Other_____________

4。 The products you bought online were always of high quality and could match the description or picture showed on page。

□strongly disagree  □disagree  □neutral  □agree  □strongly agree

5。 You often visit the online store which has a wealth of products。

□strongly disagree  □disagree  □neutral  □agree  □strongly agree

6。 The price offered by the online retailer is reasonable。

□strongly disagree  □disagree  □neutral  □agree  □strongly agree

7。 The products or online stores you chose usually have their own brand。

□strongly disagree  □disagree  □neutral  □agree  □strongly agree

8。 Is the reputation of the online store an important factor for you to continue to shop in the same store?

□strongly disagree  □disagree  □neutral  □agree  □strongly agree

9。 The online store you usually shop always provides rich information about commodities on the detail page。

□strongly disagree  □disagree  □neutral  □agree  □strongly agree

10。 The online retailers always promptly and professionally respond to your inquiry。

□strongly disagree  □disagree  □neutral  □agree  □strongly agree

11。 According to your online shopping experience, are you satisfied with the after-sale service, especially the return and exchange service?

□strongly disagree  □disagree  □neutral  □agree  □strongly agree

12。 According to your online shopping experience, are you satisfied with the speed of logistics distribution?

□strongly disagree  □disagree  □neutral  □agree  □strongly agree

13。 When you receive the products you bought online, the packaging were always in good conditions。

□strongly disagree  □disagree  □neutral  □agree  □strongly agree

14。 Would you give up the accumulated points and membership discount, to find other online retail store to shop?

□strongly disagree  □disagree  □neutral  □agree  □strongly agree

15。 It will take you time and energy to select a new online store to shop。

□strongly disagree  □disagree  □neutral  □agree  □strongly agree

16。 You would like to repeat the purchase of similar products in the same online retail store。

□strongly disagree  □disagree  □neutral  □agree  □strongly agree

17。 You would like to try buying other products in the same online retail store。

□strongly disagree  □disagree  □neutral  □agree  □strongly agree

18。 You would like to recommend your friends the online retail store you often visit。