Critical Factors of Customers Loyalty in E-Commerce

1

I buy from retailers offering one type of product (e.g. computers only)

2

I buy from retailers offering many different types of products (e.g. (e.g. computers, washing machines, refrigerators)

3

I buy from sellers offering well-known brand products

4

I buy from sellers offering private label products

5

I buy from sellers offering the possibility to design the product myself

6

I buy from sellers whose brand (name) is recognizable

7

I buy from sellers who have a positive reputation among customers

8

I buy products that have positive customer ratings

9

I buy from sellers who have been in business for a long time

10

I buy from sellers who also have stationary stores

11

I buy from sellers who offer the lowest price for a product

12

I buy from sellers who offer a discount

13

I buy from sellers who offer the lowest delivery cost

14

I buy from sellers who offer free delivery

15

I buy from sellers who offer payment on delivery

16

I buy from sellers who offer to pay by bank transfer

17

I am buying from sellers who offer modern payment methods (e.g. PayU, Przelewy24, Blik, PayPal)

18

I purchase from sellers who offer installment sales

19

I purchase from sellers, who offer deferred payment (e.g. within 30 days after the receipt of goods)

20

I buy from sellers I know from traditional advertising (e.g. TV, radio)

21

I buy from sellers I know from online advertising

22

I buy products that I know from traditional advertising (e.g. TV, radio)

23

I buy products that I know from online advertising

24

I buy from sellers whose advertising “follows” me on other websites

25

I buy from sellers whose advertising is tailored to my needs

26

I buy from sellers who send newsletters

27

I buy from retailers whose websites have tips on how to use their products

28

I buy from retailers who offer loyalty programs

29

I buy from retailers who run blogs on their websites

30

I buy products that are recommended by famous bloggers

31

I buy from sellers who are recommended by famous bloggers

32

I buy from sellers who have profiles in social networks

33

I buy products that are recommended by other people in social networks

34

I buy from sellers who allow me to give feedback on my purchases

35

I buy from retailers who are easy to contact (e.g. phone, email, form, chat)

36

I shop with sellers who have easy to understand terms and conditions of sale

37

I buy from sellers who make registering easy

38

I buy from sellers where I can buy without registering

39

I buy from sellers who allow me to compare products on offer

40

I buy from retailers whose website is easy to navigate

41

I buy from sellers who clearly display the products they offer

42

I buy from retailers whose websites adapt to the screen size of my device

43

I buy from retailers whose websites have an aesthetically pleasing design

44

I buy from retailers who have websites that remember my information

45

I buy from retailers who offer the option to make a purchase using a mobile app

46

I buy from retailers that allow me to see products in a store

47

I shop at retailers who offer “off-the-shelf” products

48

I buy from retailers who offer products that are available on request

49

I buy from retailers who offer 2 h delivery

50

I buy from retailers who offer same working day delivery

51

I buy from sellers who offer next working day delivery

52

I buy from sellers who offer delivery of products within 3 days or more

53

I buy from sellers who offer courier delivery

54

I buy from sellers offering mail order delivery

55

I buy from sellers offering delivery to self-service terminals (e.g. to a parcel locker)

56

I buy from sellers offering delivery to pick-up points (e.g. kiosks, petrol stations)

57

I buy from retailers who offer pickup in their stores

58

I buy from retailers who offer selectable delivery times

59

I buy from retailers who offer a delivery option on public holidays

60

I buy from sellers who provide information on the status of my order

61

I buy from sellers who offer tracking

62

I buy from sellers that cooperate with couriers who give delivery time information

63

I buy from sellers who cooperate with couriers who are on time

64

I buy from sellers who cooperate with couriers who care about their appearance

65

I buy from sellers cooperating with couriers who behave appropriately

66

I buy from retailers with couriers who are flexible (e.g. regarding delivery times and locations)

67

I buy from sellers whose shipments are nicely packaged

68

I buy from sellers who take care of the security of their shipments

69

I buy from sellers whose packages are easy to open

70

I buy from sellers who use environmentally friendly materials for packaging

71

I buy from retailers who match the size of the packaging to the size of the product

72

I buy from retailers who offer gift packaging

73

I buy from retailers whose packaging is easy to remove my personal information

74

I buy from retailers who offer free product returns

75

I buy from retailers who have an easy procedure for returning products

76

I buy from sellers who offer returnable packaging

77

I buy from sellers who offer to return used products

78

I buy from sellers who offer a possibility to return products for more than 14 days

79

I am satisfied with my purchase

80

I will again purchase from the same sellers in the near future

81

I have a feeling that sellers understand my needs

82

I will recommend my relatives or friends to make purchases from these sellers

83

I will continue to buy from the same sellers, even if the products offered by other sellers are more competitive

84

I will continue to buy from the same sellers, even if the product delivery offered by other sellers is more competitive

85

I will continue to buy from the same sellers, even if the payment methods for products offered by other sellers are more convenient