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!
1. What is your gender?
2. What is your age group?
3. How often do you use e-commerce platforms?
4. Which e-commerce platform do you use most frequently?
5. I find the platforms interface clear and easy to use
6. I can quickly find the products I want on the platform.
7. The ordering and payment process on the platform is simple and uncomplicated.
8. The platform’s website or app loads quickly and runs smoothly without lag.
9. The product information such as photos, descriptions, and specifications on the platform is accurate and reliable.
10. The delivery time and logistics information provided by the platform are accurate and rarely wrong.
11. The platform delivers orders on time and as described, with few cases of wrong or missing items.
12. The platform’s return and refund process is standard, and the handling results are fair and reliable.
13. The platform’s customer service responds quickly to my inquiries.
14. Customer service staff are friendly, communicative, and patient in answering my questions.
15. The platform resolves my issues such as delayed delivery or product problems quickly.
16. The platform proactively follows up on my order status and notifies me of logistics progress and exceptions.
17. I trust that my personal information provided on the platform will be properly protected and not leaked.
18. I believe the platform’s payment methods are secure and reliable, and my payment information will not be disclosed.
19. The platform has adequate anti-fraud and privacy protection mechanisms that make me feel safe when shopping.
20. I am not worried that my transaction data on the platform will be misused or used for unauthorized purposes.
21. I will continue to use this e-commerce platform for my future purchases.
22. Even if other platforms offer similar promotions, I will still choose this platform first.
23. I will recommend this e-commerce platform to my friends and family.
24. I am satisfied with the overall service of this platform and intend to remain a long-term user.
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