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1.
How long have you been using Taobao.com?
您使用淘宝多久了？
Less than 1 year 少于一年
1-3 years1-3年
3-5 years 3-5年
More than 5 years多于5年
Clear selection
2.
How often do you use Taobao.com per month?
您每月使用淘宝的频率是？
1 time1次
2-3 times2-3次
4-5 times 4-5次
more than 5 times多于5次
Clear selection
3.
How much will you purchase Taobao.com per time?
您每次在淘宝的花销是？
Less than 100 RMB少于100
101 – 500 RMB101-500
501 – 2,000 RMB501-2000
More than 2,000 RMB多于2000
Clear selection
Part II: Customers Satisfaction towards Taobao.com and Influencing Factors
4.1TaoBao is visually appealing淘宝的网站看起来很有吸引力，例如：有很多图片以及用亮色装饰
Strongly Disagree 很不赞同
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4.2 The user interface of TaoBao has a well-organized appearance淘宝的用户界面有一个组织良好的外观
Strongly Disagree 很不赞同
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4.3 It is quick and easy to complete a transaction at TaoBao淘宝很容易完成交易
Strongly Disagree 很不赞同
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Strongly Agree很赞同
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4.4 TaoBao delivers on its undertaking to do certain things by a certain time淘宝的承诺可以在约定的时间内达成，例如：身份信息认证会在三天之内完成
Strongly Disagree 很不赞同
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4.5 TaoBao shows a sincere interest in solving customer problems淘宝致力于解决用户的问题
Strongly Disagree 很不赞同
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Strongly Agree很赞同
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4.6 System of TaoBao is trustful and little error and mistake淘宝的系统值得信任，很少有错误
Strongly Disagree 很不赞同
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4.7 TaoBao has adequate security淘宝有足够的安全性，例如：支付宝
Strongly Disagree 很不赞同
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Strongly Agree很赞同
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4.8 I think TaoBao gives prompt service淘宝可以提供及时的服务
Strongly Disagree 很不赞同
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Strongly Agree很赞同
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4.9 I believe TaoBao is always willing to help customers淘宝总是愿意帮助客户解决问题
Strongly Disagree 很不赞同
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Strongly Agree很赞同
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4.10 I believe TaoBao is never too busy to respond to customer requests淘宝客服永远不会太忙了，无法回复顾客请求，例如：有电话客服，在线客服多种方式
Strongly Disagree 很不赞同
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Strongly Agree很赞同
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4.11 I believe TaoBao is trustworthy我认为淘宝值得信赖，例如：支付宝
Strongly Disagree 很不赞同
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Strongly Agree很赞同
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4.12 TaoBao instills confidence in customers 淘宝给客户信心
Strongly Disagree 很不赞同
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Strongly Agree很赞同
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4.13 TaoBao gives e-mail notification to customer and is responsive on time淘宝会发邮件给顾客并及时回复，例如：开店铺会邮件确认
Strongly Disagree 很不赞同
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4.14 TaoBao provides the recommendation of product by customers’ preferences淘宝的产品根据客户的喜好推荐
Strongly Disagree 很不赞同
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Strongly Agree很赞同
Clear selection
4.15 TaoBao provides customers free personal homepage淘宝为客户提供免费的个人主页，例如：我的淘宝
Strongly Disagree 很不赞同
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4.16 TaoBao keep secret of information of my online purchase behaviors淘宝可以为我的购买记录保密
Strongly Disagree 很不赞同
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4.17 TaoBao will not share my personal information with other sites淘宝不会与其他网站分享我的个人信息
Strongly Disagree 很不赞同
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Strongly Agree很赞同
Clear selection
4.18 TaoBao will protect my bank cards information and my online payment淘宝会保护我的银行卡信息和网上支付
Strongly Disagree 很不赞同
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Strongly Agree很赞同
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4.19 I feel satisfied of all my experiences on TaoBao以我的经验来说，淘宝购物是让我满意的
Strongly Disagree 很不赞同
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Strongly Agree很赞同
Clear selection
4.20 I feel wise to use TaoBao我觉得使用淘宝是明智的
Strongly Disagree 很不赞同
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Strongly Agree很赞同
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4.21 I think it is a accurate decision to purchase on TaoBao我认为在淘宝上买东西是正确的决定
Strongly Disagree 很不赞同
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Strongly Agree很赞同
Clear selection
4.22 I feel satisfied because TaoBao can satisfy my purchase demanding对于淘宝可以满足我的购买需求我很满意
Strongly Disagree 很不赞同
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Strongly Agree很赞同
Clear selection
4.23 Overall, I am satisfied with TaoBao总体来说，我对淘宝很满意
Strongly Disagree 很不赞同
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Strongly Agree很赞同
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4.24 You will tell others positive information of TaoBao你会告诉他人淘宝的正面信息
Strongly Disagree 很不赞同
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Strongly Agree很赞同
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4.25 You will strongly recommend TaoBao while others asking you for advice在他人问你的意见时，你会强烈建议他上淘宝购买
Strongly Disagree 很不赞同
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4.26 You will encourage other friends to buy things on TaoBao你会鼓励其他朋友在淘宝买东西
Strongly Disagree 很不赞同
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4.27 You will consider TaoBao as your first choice in case of your future transaction 在下一次购物时，你还会将淘宝作为首选
Strongly Disagree 很不赞同
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4.28 You will complete more transactions on TaoBao in the following time在以后您将在淘宝购买更多东西
Strongly Disagree 很不赞同
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Strongly Agree很赞同
Clear selection
5.Gender性别
Male男
Female女
Clear selection
6. Age年龄
20 -25 years old
26 -30 years old
31 –35 years old
36 -40 years old
Clear selection
7. Highest Education you graduated?
学历
Primary School小学
Secondary School中学
Bachelor’s Degree学士
Master’s Degree硕士
Doctoral Degree博士
Other:
Clear selection
8.Income per month
月收入
Less than 1,500 RMB
1,501 – 3,000 RMB
3,001 – 5,000 RMB
More than 5,000 RMB
Clear selection
9. Occupation职业
Students学生
Business Owner企业家
Freelance 自由职业者
Public Employee公务员
Private Employee 私人雇员
Other:
Clear selection
10. Time to use Internet每天上网的时间
1 hour / day or less
2-5 hours / day
6-9 hours / day
10 hours / day or more
Clear selection
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