FACULTY OF ENTREPRENEURSHIP AND BUSINESS

SEMESTER FEBRUARY SESSIONS 2018/2019

Dear respondent,

I am Nashran Harith Bin Nazree (Matric No. A16A0456) from Faculty of

Entrepreneurship and Business. Currently, I am persuing degree program in Bachelor
in Commerce. As a requirement for my APT 3073 (Research Methodology), I am
conducting a survey on The Correlation between Customer Equity Drivers and
Customer Loyalty. Therefore, I need your sincere cooperation to complete this
questionnaire. Thank you for participating in my research. I would appreciate if you
could spend a few minutes of your time to complete my research. The data collected
from this survey will be used for academic and research purposes. Your participant is
completely voluntary and information will kept strictly confidential.

SECTION A: DEMOGRAPHIC PROFILE

Field of Study:

Science, Mathematic & Computer ( )

Engineering, Manufacturing & Construction ( )

Gender: Male ( ) Female ( )

Race: Malay ( ) China ( ) Indian ( ) Others ( )

Age: 19 years and below ( ) 20 years- 25 years ( ) 26 years and

above ( )

Maritial status: Single ( ) Married ( ) Others ( )

Income: RM1000 and below ( ) RM1000- RM2000 ( ) RM2000 and above

SECTION B: CUSTOMER EQUITY DRIVERS
Please tick (/) the answer based on the scale below.
Strongly Disagree Slightly Neutral Slightly Agree Strongly
Disagree Disagree Agree Agree
1 2 3 4 5 6 7

No. Items 1 2 3 4 5 6 7
1. The price-quality ratio of the products at
the e-commerce site is good
2. I can purchase products from e-
commerce site conveniently
3. I could use e-commerce site 24/7
anywhere
4. This e-commerce site is a strong Brand
5. This e-commerce site is an innovative
brand
6. I feel that the e-commerce site knows my
requirements
7. I feel like home with this e-commerce site
8. I feel committed to this e-commerce site
SECTION C: CUSTOMER ROYALTY
Please tick (/) the answer based on the scale below.
Strongly Disagree Slightly Neutral Slightly Agree Strongly
Disagree Disagree Agree Agree
1 2 3 4 5 6 7

No. Items 1 2 3 4 5 6 7
1. The likelihood of my purchase from this e-
commerce site in
the future is high
2. The likelihood of my recommending this e-
commerce site to
my friends is high
3. The likelihood of returning to this e-
commerce site is high