Questionnaire Design

The key to success in designing a self-completed questionnaire is to make it simple, easy to understand and easy to answer. Easterby-Smith et al. (2015) suggested five principles of good questionnaire design. The first rule of thumb is listed below.

1. Each item should express only one idea 2. Avoid jargon and colloquialisms 3. Use simple expressions

4. Avoid the use of negatives 5. Avoid leading questions

Adopted from Easterby-Smith et al. (2012, p.239) Brace (2004) suggested that all questionnaires translate the information needed into a set of specific questions that the respondents can and will answer. According to Webb (2002) and Dillon et al. (1994),survey questions should be formulated in a thorough research of the literature, and the answers should contribute to the research objectives. Crask et al. (1995) argued that a quantitative research method can offer two types of response formats: open- and closed-ended questions. Closed-ended questions are more commonly used because they may save respondents time in completing the questionnaire by selecting answers from given options rather than writing freely in an answer column. The general questions should be introduced first, followed by more specific and topic-related questions (Webb, 2002), which should be worded simply and logically placed (Crask et al., 1995). Malhotra et al. (2012) furtherstated that the questionnaire format andthe spacing and positioning of questions can have a significant effect on the results of self-administered questionnaires. The questions are selected from the related literature shown in Table 21.

The questionnaire was printed in four pages, with a consent form included on the front page. This consent form included a description of the purpose of this research

108 study and the contact details for the researcher and supervisor team. The survey was printed on both sides of A3 paper, folded into A4 paper, and presented as a booklet. The questionnaire was divided into two sections. The first section addressed the screening process, including the use of smartphones. The second section related to the proposed model constructs, such as m-commerce, satisfaction, knowledge sharing, the use of s-commerce and the intention to purchase. The final section dealt with demographic characteristics, including gender, age group and occupation.

Sekaran (2006) suggested that five- and seven-point Likert scalesare most commonly used in surveys; this research employed a five-point scaleto study the respondents’ behaviour in relation to these factors, where 1 indicates ―Strongly disagree‖ and 5 indicates―Strongly agree‖.

109 Table 21: Questionnaire

Measure No Questions Reference

Smart mobile devices usage experience 1

Mobile technology offers me the ability to receive information and perform transaction from virtually any location at anytime

Yen et al. (2010)

2 Mobile technology can be personalized to represent information in ways appropriate to me

3

Mobile technology providers can disseminate the relevant information for a particular location based on profile data built on my situation, profile and location

4

Mobile technology offers opportunities to expand a client- based by providing value-added services to me heretofore difficult to reach

5

I believe the use of smart mobile devices would improve my performance when participating in s-commerce activities

Yen et al. (2010)

6

I believe the use of smart mobile devices would enhance my effectiveness when participating in s-commerce activities

7 I found mobile technology useful when participating in s- commerce activities

Satisfaction 8 When using smart mobile devices… Shiau and Luo (2012) I feel very satisfied with my overall shopping experience

on s-commerce site X in general

9 I feel very pleased with my overall shopping experience on s-commerce site X in general

10 I feel very contented with my overall shopping experience on s-commerce site X in general

11 I feel absolutely delighted with my overall shopping experience on s-commerce site X in general

110

Measure No Questions Reference

Satisfaction 12 I feel safe when I use s-commerce site X Morgan- Thomas and Veloutsou (2013) 13 S-commerce site X’s developers are genuinely committed

to my satisfaction

14 Shopping information by s-commerce site X gives me a feeling of trust

15 I have trust in s-commerce site X’s online community Shiau and Luo (2012) 16 S-commerce site X’s online community gives me a

trustworthy impression Intentions to share knowledge Intentions to share knowledge

17 Sharing my information on s-commerce site X improve my image

Shiau and Luo (2012) Hsu and Lin (2008) 18

People in our life who share their information s-

commerce site X have more prestige than those who does not

19 Sharing information on s-commerce site X improves others recognition to me

20 I earn respect from others by sharing my information on s-commerce site X

21 When I share my information about s-commerce site X, I believe that I will receive other information from online group buying vendors

Shiau and Luo (2012)

22 When I share my information about s-commerce site X, I believe that I will receive other information from online group buying vendors

23 When I share my information about s-commerce site X, I expect to get respond when I need from online group buying vendors

24 I find that my participation in the sharing of information on s-commerce site X can be advantageous to me and from online group buying vendors

25 I think that participating in the sharing of information on s-commerce site X can improve the reciprocal benefit

111

Measure No Questions Reference

Intentions to share knowledge

26 I like to share practical knowledge or skills with others on s-commerce site X

Baek et al. (2011) 27 I like to express myself freely on s-commerce site X

28 I like to provide information on s-commerce site X 29 I like to share information that might be useful to others _{on s-commerce site X} 30 I like to share information about my special interests on s-

commerce site X

31 I like to share information that might be entertaining to others on s-commerce site X

32 I like to get feedback on information I have found on s- commerce site X

33 I like to share news on s-commerce site X

34 I like to share hard to find information on s-commerce site X

35 I try to share knowledge with online community members Erden et al. (2012) 36 I plan to share knowledge with online community

members

37 I openly share information that I gained from news, magazines and journals with other online community

S-

commerce usage experience

38 Searching on s-commerce site X improve my ability to find what I want

Morgan- Thomas and

Veloutsou (2013) 39 It is very convenient to search for information on s-

commerce site X

40 Searching on s-commerce site X provides speedy answers to my questions

112

Measure No Questions Reference

S-

commerce usage experience

41

I feel the product information given on s- commerce site X is storing

Prendergast et al. (2010) and Kim and Park (2013) 42

I feel the product information given on s- commerce site X is convincing

43

I feel the product information given on s- commerce site X is persuasive

44

I feel the product information given on s- commerce site X is powerful

45 I find s-commerce site X is very useful 46 I find s-commerce site X is very easy to use 47 I find s-commerce site X is very reliable

Intention to purchase

48

I am likely to purchase products / service on s- commerce site X

Kim and Park (2013)

49

Given the opportunity, I would consider

purchasing product on s-commerce site X in near future

50

It is likely that I will actually purchase product on s-commerce site X in the near future

51

Given the opportunity, I intend to purchase products on s-commerce site X

52

I would like to recommend s-commerce site X to my friend