The Impact of E-Commerce Service Quality on Customer Loyalty

Dear Respondent,
 
This questionnaire is part of an academic research on the relationship between e-commerce service quality and customer loyalty. Your participation is anonymous, and all responses will be used for research purposes only. It will take approximately 3–5 minutes to complete. Thank you for your time and support!
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1.
What is your gender?
Male
Female
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2.
What is your age group?
Under 18
18-25
26-30
31-40
41 or above
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3.
How often do you use e-commerce platforms?
Rarely
1–2 times per month
1–2 times per week
3–5 times per week
Almost every day
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4.
Which e-commerce platform do you use most frequently?
Shopee
Tokopedia
Lazada
TikTok Shop
Other
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5.
I find the platforms interface clear and easy to use
Stronglt Disagree
Disagree
Neutral
Agree
Strongly Agree
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6.
I can quickly find the products I want on the platform.
Strongly Disagree
Disagree
Neutral
Agree
Strongly Agree
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7.
The ordering and payment process on the platform is simple and uncomplicated.
Strongly Disagree
Disagree
Neutral
Agree
Strongly Agree
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8.
The platform’s website or app loads quickly and runs smoothly without lag.
Strongly Disagree
Disagree
Neutral
Agree
Strongly Agree
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9.
The product information such as photos, descriptions, and specifications on the platform is accurate and reliable.
Strongly Disagree
Disagree
Neutral
Agree
Strongly Agree
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10.
The delivery time and logistics information provided by the platform are accurate and rarely wrong.
Strongly Disagree
Disagree
Neutral
Agree
Strongly Agree
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11.
The platform delivers orders on time and as described, with few cases of wrong or missing items.
Strongly Disagree
Disagree
Neutral
Agree
Strongly Agree
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12.
The platform’s return and refund process is standard, and the handling results are fair and reliable.
Strongly Disagree
Disagree
Neutral
Agree
Strongly Agree
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13.
The platform’s customer service responds quickly to my inquiries.
Strongly Disagree
Disagree
Neutral
Agree
Strongly Agree
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14.
Customer service staff are friendly, communicative, and patient in answering my questions.
Strongly Disagree
Disagree
Neutral
Agree
Strongly Agree
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15.
The platform resolves my issues such as delayed delivery or product problems quickly.
Strongly Disagree
Disagree
Neutral
Agree
Strongly Agree
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16.
The platform proactively follows up on my order status and notifies me of logistics progress and exceptions.
Strongly Disagree
Disagree
Neutral
Agree
Strongly Agree
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17.
I trust that my personal information provided on the platform will be properly protected and not leaked.
Strongly Disagree
Disagree
Neutral
Agree
Strongly Agree
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18.
I believe the platform’s payment methods are secure and reliable, and my payment information will not be disclosed.
Strongly Disagree
Disagree
Neutral
Agree
Strongly Agree
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19.
The platform has adequate anti-fraud and privacy protection mechanisms that make me feel safe when shopping.
Strongly Disagree
Disagree
Neutral
Agree
Strongly Agree
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20.
I am not worried that my transaction data on the platform will be misused or used for unauthorized purposes.
Strongly Disagree
Disagree
Neutral
Agree
Strongly Agree
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21.
I will continue to use this e-commerce platform for my future purchases.
Strongly Disagree
Disagree
Neutral
Agree
Strongly Agree
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22.
Even if other platforms offer similar promotions, I will still choose this platform first.
Strongly Disagree
Disagree
Neutral
Agree
Strongly Agree
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23.
I will recommend this e-commerce platform to my friends and family.
Strongly Disagree
Disagree
Neutral
Agree
Strongly Agree
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24.
I am satisfied with the overall service of this platform and intend to remain a long-term user.
Strongly Disagree
Disagree
Neutral
Agree
Strongly Agree
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