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Write a son Service satisfactory of Ooredoo company Qatar twitter customer service platform

Dear Writer,
1. The below questionnaire “ first Box” was developed by other writer and it has negative feedback from the supervisor,
• He said: “Some sort of analysis of satisfaction by user types or groups could be interesting, eg, male/female, age, job status and other demographic variables.

The danger of this sort of dissertation (I have seen many times) is that the student collects a small amount of very simple data that allows little interpretation or discussion. It is important that you very carefully think about the data that you will collect, why you are collecting it and how you will analyse it.”
• Questionnaire below needs change to be an academic servey
A DRAFT QUESTIONNAIRE
A Survey on Service Satisfactory of Ooredoo Company Qatar Twitter Customer service platform

Name (optional): __________________________

Part A (please tick the correct answer)

1. What is your gender?
a) Male
b) Female

2. What is your age?
a) Under 15
b) 15-18
c) 19-25
d) 26-34
e) 35-54
f) 55-64
g) Over 65

3. What is your current marital status ?
a) Single, never married
b) Married
c) Divorced
d) Widowed
e) Living with partner

4. What is your highest level of education?
a) Less than high school
b) High school
c) Diploma
d) Degree
e) Masters degree
f) Doctorate degree
g) Professional degree

5. What is your occupation ?
a) Teacher
b) Doctor
c) Engineer
d) Lawyer
e) Driver
f) Nurse
g) Banker
h) Businessperson
i) Other (specify)
Part B
6. Do you have a twitter account?
a) Yes
b) No

7. How often do you use your twitter account?
a) Very often
b) Often
c) Not very often
d) Never

8. Do you follow Ooredoo Company Qatar on twitter?
a) Yes
b) No

9. How did you learn about Ooredoo Company Qatar twitter account?
a) family
b) friends
c) Other(specify)

10. For what reason do you follow Ooredoo Company Qatar on twitter?
a) For general information
b) For inquiries
c) other( specify)

11. When did you last contact Ooredoo Company Qatar on something?
a) Within the past one week
b) within the last one month
c) within the last one year
d) never

12. Was your concern addressed?
a) Yes
b) No

13. Were you satisfied with the service through the Ooredoo Company Qatar twitter platform?
a) Very satisfied
b) Satisfied
c) Not satisfied
14. What is your rating of Ooredoo Company as a telecommunication company?
a) Excellent
b) Good
c) Average
d) Poor
e) Very Poor
Please give a response for your answer

15. Would you recommend Ooredoo Company twitter customer service to your friends or family menbers?
a) Excellent
b) Good
c) Average
d) Poor
e) Very Poor

16. If you are to rate your experience with Ooredoo Company twitter customer service, it would be
a) Excellent
b) Good
c) Average
d) Poor
e) Very Poor

17. What are your chances of using Ooredoo Company twitter account for customer services again?
a) High
b) likely
c) unlikely

18. Other channels that you did not choose to contact Ooredoo Company would have been equal to or better than twitter
a) Strongly agree
b) Agree
c) Disagree
d) Strongly disagree

2. Please arrange to develop a Questionnaire for the same subject of research along with a consent form and participation sheet (as you mentioned in the methodology chapter). The Questionnaire to be well organized and developed for this academic purpose.
• Note: (Each question in the survey need a reference from previous study, see sample below)
• Participation Information Sheet
Participation Information Sheet

Project title: Factors Affect Online Consumer Behaviour in Qatar
____________________________________________________________
Date:
This is an invitation letter to consider a participation in a study that I am steering as part of my Master Degree in Business Administration (MBA) at Liverpool John Moores University. I would like to provide you information about this research study if you desired to be part of it.
This research study is concern of the factors that affect online consumer behaviour in Qatar. The surveys is taking place in different sites in Qatar in order to enable varies residents in Qatar to participate in this study. Consequently, the surveys will allow the researcher to analyse different factors that might affect the online consumer behaviour in terms of the different angles such as the positive or negative relationship the perceived risks upon online shopping. Thus, I would like you to provide your opinion through the questions formed in this survey to draw a generalised picture on what influence the consumers in Qatar when they shop online.
Your participation in this study is voluntary. The questionnaires are handed out to anonymous individuals without subjectivity. It will take approximately less than 10 minutes in length to complete this survey. You have the right to refuse answer any question in this survey if you desire as well as you have the right to withdraw from this study without any negative consequences by advising the researcher. Moreover, all information provided is confidential and your name will not appear in the study. You have the right to read the final report of this study if you desire. Information that is generated from the survey is privately stored and will not be viewed by any person except the researcher. After the completion of this study, the data collected from participants will be destroyed, it is only used for academic purposes. If you have any question concern this study, please contact me by email at (K @.ac.uk).
Finally, this study has been reviewed and received ethics clearance through the Office of Research Ethics at the Liverpool John Moores University. Nevertheless, the participation in this research study is yours.
Thank you in advance for your assistance in this research.
Kind Regards,
• Survey Consent Form

Survey Consent Form
Project title: Factors Affect Online Consumer Behaviour in Qatar
Material collected during this study will be treated as confidential and safely stored.
Please answer each statement concerning the collection and use of the research data.
Yes No
I have read and understood the information sheet.
I have been given the opportunity to ask questions about the study.
I have had my questions answered satisfactorily.
I understand that I can withdraw from the study at any time without
having to give an explanation.
I would like to receive information regarding the outcome of the research project.
Name: _______________________________
Signature: ____________________________ Date: ___________________________

3. It should contain nominal, ordinal and interval date, Please refer to below box.
Questionnaire Design
Questions types that are used in the survey based on three data types nominal, ordinal and interval. According to (Ergu, 2012), questionnaire survey is widely used to gather data, however; tedious design format, long length and not related contents should be avoided when designing questionnaire. In fact, it leads to invalid results as well as wrong decisions by those who used its results. Therefore, the author created a simple questionnaire that is not complicated, short that does not take long time to fill and has all relevant content which benefits the subject matter of factors which affect online consumer behaviour in Qatar.
The questionnaire includes questions from 1 to 5 which are nominal in which the sample population is required to select which category they fall into. Question 6 is an ordinal where the respondents are required to rank the reasons of using the Internet. Questions 7 to 18 include intervals questionnaires that require determining the level of agreement/disagreement on each statement which include five point’s Lekart Scales with central response is neutral. The variety of data types included enable the author to use different tests to provide reliable results [Appendix 8.6]. The majority of questions were obtained from different previous studies which ensure the validity [Appendix 8.7].

4. And here the questionnaire (survey) SAMPLE, for different subject. Please do needful changes to suit my research in which to answer my research questions and research objectives.

Survey
1- What age bracket do you fall into?
• 18-21
• 21-29
• 30-39
• 40-49
• More than 49

2- What is your gender?
a. Male
b. Female

3- What is your level of education?
a. High School
b. Diploma
c. Bachelor
d. Master
e. PhD and Higher

4- What is your monthly income?
a. Less or equal to QR15000
b. QR15000-QR25000
c. QR25000-QR35000
d. QR35000-QR45000
e. More than QR40000

5- For how long you have been using the Internet?
a. Less than a year
b. 1 to 3 years
c. 3 to 6 years
d. 6 to 9 years
e. More than 9 years

6- Rank the main reasons for using the internet?
(5 is the main reason, 1 is lowest priority reason)
a. Information search
b. E-mails and work
c. Social networking
d. Entertainment
e. Shopping

Please indicate how you feel about the following questions by choosing one of the boxes for each statement:

7- Intention:
• I intend to purchase a product from an e-commerce website before I actually make a purchase
Strongly don’t agree Don’t agree Neutral Agree Strongly Agree

• I plan to purchase a product from an e-commerce website before I actually make a purchase
Strongly don’t agree Don’t agree Neutral Agree Strongly Agree
8- Attitude:
• For me, purchasing a product from an e-commerce website is
Strongly don’t agree Don’t agree Neutral Agree Strongly Agree

• For me, purchasing a product from an e-commerce website is
Very undesirable Undesirable Neutral Desirable Very desirable
9- Subjective norm:
• Most people who are important to me think that it is fine to purchase a product from an e-commerce website
Not true at all Not true Neutral True Completely true
• Most people who are important to me would purchase a product from an e-commerce website
Not true at all Not true Neutral True Completely true

10- Perceived ease of use:
• It is easy to become skillful at the e-commerce website where I make a purchase
Strongly don’t agree Don’t agree Neutral Agree Strongly Agree

• Learning to operate e-commerce websites where I make purchases is easy
Strongly don’t agree Don’t agree Neutral Agree Strongly Agree

• E-commerce websites where I make purchases are flexible to interact with

Strongly don’t agree Don’t agree Neutral Agree Strongly Agree

• My interaction with e-commerce websites where I make purchases is clear and understandable
Strongly don’t agree Don’t agree Neutral Agree Strongly Agree
11- Perceived usefulness:
• E-commerce websites improves my performance in product searching and buying
Strongly don’t agree Don’t agree Neutral Agree Strongly Agree

• E-commerce websites enable me to search and buy products faster
Strongly don’t agree Don’t agree Neutral Agree Strongly Agree

• E-commerce websites enhance my effectiveness in product searching and buying
Strongly don’t agree Don’t agree Neutral Agree Strongly Agree
• E-commerce websites increase my productivity in searching and purchasing products
Strongly don’t agree Don’t agree Neutral Agree Strongly Agree
12- Perceived behavioral control
• Please rate the difficulty of you purchasing a product from an e-commerce website
Extremely difficult Difficult Neutral Easy Very easy

13- Internet Self-Efficacy:
• If I want to, I will be able to purchase a product from an e-commerce website
Strongly don’t agree Don’t agree Neutral Agree Strongly Agree

• If I want to, I will be confident to purchase a product from an e-commerce website
Strongly don’t agree Don’t agree Neutral Agree Strongly Agree
14- Perceived Innovativeness of Information Technology (PIIT):
• If I heard about a new information technology, I would look for ways to experiment with it
Strongly don’t agree Don’t agree Neutral Agree Strongly Agree

• Among my peers, I am usually the first to try out new information technology
Strongly don’t agree Don’t agree Neutral Agree Strongly Agree

• In general, I do not hesitate to try out new information technologies
Strongly don’t agree Don’t agree Neutral Agree Strongly Agree
15- Perceived Risk:
• How would you characterize the decision to buy a product from the e-commerce websites?
Not risky at all Not risky Neutral Risky Very risky
• How would you characterize the decision to buy a product from the e-commerce websites?
High potential for loss A potential for loss Neutral A potential for gain High potential for gain
• How would you characterize the decision to buy a product from the e-commerce website?
Very positive situation Positive situation Neutral Negative situation Very negative situation
16- Perceived Convenience:
• I shop online as I do not have to leave home for shopping
Strongly don’t agree Don’t agree Neutral Agree Strongly Agree

• I shop online as I can shop whenever I want
Strongly don’t agree Don’t agree Neutral Agree Strongly Agree

• I shop online as I can then save myself from street’s traffic
Strongly don’t agree Don’t agree Neutral Agree Strongly Agree

• I shop online as I can save myself from market crowd
Strongly don’t agree Don’t agree Neutral Agree Strongly Agree

• I shop online as it is available 24/7
Strongly don’t agree Don’t agree Neutral Agree Strongly Agree
17- Security Concerns:
• Shopping in the internet is not secured
Strongly don’t agree Don’t agree Neutral Agree Strongly Agree

• I prefer to shop in physical stores because shopping online lacks of security
Strongly don’t agree Don’t agree Neutral Agree Strongly Agree

• I feel my credit-card details may be compromised and misused if I shop online
Strongly don’t agree Don’t agree Neutral Agree Strongly Agree
18- Perceived Privacy:
• I have control over my personal details in the internet
Strongly don’t agree Don’t agree Neutral Agree Strongly Agree

• Commercial website protect my personal information
Strongly don’t agree Don’t agree Neutral Agree Strongly Agree

• My personal information given for transaction to the e-commerce website will not be compromised to 3rd party
Strongly don’t agree Don’t agree Neutral Agree Strongly Agree
Thank you for participating!!
Resources of Survey Questions

Number Type of Data Measurement Items Sources
Q1 Nominal Age 1 Self-constructed
Q2 Nominal Gender 1 (Mohammad, et al., 2012)

Q3 Nominal Education 1 Self-constructed
Q4 Nominal Income 1 Self-constructed
Q5 Nominal Time period for using Internet 1 Self-constructed
Q6 Ordinal Reasons for using Internet 1 (Mohammad, et al., 2012)

Q7 Interval Intention 2 (Pavlou and Fygenson 2006)
Q8 Interval Attitude 2 (Pavlou and Fygenson 2006)
Q9 Interval Subjective Norms (SN) 2 (Pavlou and Fygenson 2006)
Q10 Interval Perceived ease of use (PEOU) 4 (Gefen et al. 2003)
Q11 Interval Perceived usefulness (PU) 4 (Gefen et al. 2003)
Q12 Interval Perceived Behavioural Control (PBC) 1 (Pavlou and Fygenson 2006)
Q13 Interval Internet Self-Efficacy (ISE) 2 (Pavlou and Fygenson 2006)
Q14 Interval Perceived Innovativeness of Personal Technology (PIIT) 3 (Agarwal and Prasad 1998)
Q15 Interval Perceived Risk (PR) 3 (Jarvenpaa et al. 2000)
Q16 Interval Perceived Convenience (PC) 5 (Swinyard & Smith 2003) (Forsthe et al. 2006) (Karayanni 2003)
Q17 Interval Security Concerns (SC) 3 (Forsythe et al. 2006)
Q18 Interval Perceived Privacy (PP) 3 (Forsythe et al. 2006)


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