Questionnaire IKEADemographic 1. Age 20 and below 21 30 30 and above

2. Gender Male Female

3. Status Single Married

4. Monthly salary (RM) Below RM 2,000 RM 2,001 RM 4, 000 RM 4,001 RM 6,000 RM 6,001 and above

5. Occupation sector Government Private StudentOn the issue (ECRM)6. How often do you visit IKEA? This is my first visit Around more than three times a week Around once a week Around once a month Less than once a month

7. Why do you visit IKEA? Looking for furniture Looking for items of interest other than furniture Taking snacks served in IKEA Window shopping for relaxation Buy Swedish food

8. In what channel do you get the updated information about IKEA? TV commercials Magazines Family/relatives Colleagues Internet

9. How much do you usually spend per purchasing at IKEA? Below RM 100 RM 101 to RM 200 RM 201 to RM 300 Above RM 301

10. Based on your previous experience purchasing product from IKEA, does IKEAs product and services meet your overall satisfaction? Yes No

11. Based on the below question, please rate each criteria based on your experiences when purchasing with IKEA. Criteria/RatePoorFairModerateGoodExcellent

Product12345

Service12345

Quality12345

12. Based on your previous experience, what do you think regarding IKEA delivery services that being provided? Excellent Moderate Poor

13. Do IKEA online customer services help in guiding you making your purchase at IKEA? Yes No

14. Does IKEA online store properly describe regarding their products descriptions such as weight, length, price, instructions to assemble and tools needed? Yes No

15. Are you satisfied with the customers service provided by IKEA in both physical and online base? Yes No

16. How would you describe regarding the time period of IKEAs customer representatives to attend your problem using either through email, online chat or feedback comment? Fast Moderate Slow

17. Do IKEAs social network such as Facebook page and YouTube is active in term of giving information? Yes No

18. Do IKEA online processing order is easy to use and interactive? Yes No

19. Do IKEA customer service able to solve the problems that you faced previously? Yes No

20. Based on your experience, does IKEA website provide easy access and user friendly or not? If not, please give suggestion for improvement. Yes No21. In your opinion, what can we do at IKEA to improve our product and services to meet your satisfaction?