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KEY FACTORS INFLUENCING CUSTOMER LOYALTY \nTOWARDS ELECTRIC CAR IN SHANXI PROVINCE, CHINA

APPENDIX 1
RESEARCH QUESTIONNAIRES
Dear sir (madam):
Thank you for taking the time to fill out this questionnaire which is completed
anonymously. Its design and the results obtained are only used for thesis research. For the
convenience of research, the questionnaire is in English, but you only need to understand
Chinese. Please answer the following questions objectively and truthfully. Thank you for your
cooperation. Note: Please tick "√" on the corresponding option number.
Part 1: Demographic Characteristics
1. Part 1: Demographic Characteristics
2.
2.Marital Status

3. 3.age
4.
4.Monthly Income
5.
5.Education Level

6.
6.Occupation
7.
7.Hometown
8.
8.Favourite brand of EV

9.
9.How many years have you been driving EV.
Part 2: Consumer Behavior
Your valuable input will help us gain a deeper understanding of the Consumer
Behavior. Please read the following questions carefully and tick the boxes according to your
opinion.
10.
10.Attitude
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10.1 EV is part of your life
10.2 Would you like to purchase EV?
10.3 Do you recommend EV to others.?
10.4 Do you trust in auto-pilot technologyin EVs.
10.5 Your preferences for EVs made byspecialty EV makers is higher than thosemade by traditional car makers.
11.
11.Subjective  Norms
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  • 5
11.1 Do you know how to handle EV difficulty?
11.2 Is EV your favorite car?
11.3 Is EV contribute a positive impact on the community?
11.4 Is the cost most important aspect for purchasing EV?
11.5 Owning a high technology EV is your greatest aspiration in life?
12.
12.Perceived Behaviora Control
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  • 5
12.1 You belief that EVs don't burn diesel or petrol, resulting in no exhaust emissions
12.2 You are confident that EVs use renewable electricity, reducing reliance on fossil fuels.
12.3 You believe that you can set aside a certain amount each month for savings.
12.4 You are in trust that your EV will be serviced and in most cases the repair costs are minima.
12.5 You trust that there are a number of incentives to choose electric vehicles including Benefit in Kind tax rates and A National Insurance contributions.
Part 3: Perceived Quality
Please give the answers to the following questions based on the true feelings formed in the
company's work, and put "√" on the corresponding options. All answers are not divided into right
and wrong. You only need to choose the options that match you (1-5 correspond to Strongly
13.
13.Tangibles
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  • 5
13.1 They should have up-to-date equipment.
13.2 Their physical facilities should be visually appealing.
13.3 Their employees should be well dressed and appear neat.
13.4 The appearance of the physical facilities of these firms should be in keeping with the type of services provided
14.
14.Reliability
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  • 5
14.1 When these firms promise to do something by a certain time, they should do so.
14.2 When customers have problems, these firms should be sympathetic and reassuring.
14.3 These firms should be dependable.
14.4 They should provide their services at the time they promise to do so.
14.5 They should keep their records accurately.
15.
15.Responsiveness
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15.1 They shouldn't be expected to tell customers exactly when services will be performed. (-)
15.2 It is not realistic for customers to expect prompt service from employees of these firms. (-)
15.3 Their employees don't always have to be willing to help customers. (-)
15.4 It is okay if they are too busy to respond to customer requests promptly. (-)
16.
16.Assurance
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  • 5
16.1 Customers should be able to trust employees of these firms.
16.2 Customers should be able to feel safe in their transactions with these firms' employees.
16.3 Their employees should be polite.
16.4 Employees should get adequate support from the firm to do their job well
17.
17.Empathy
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17.1 These firms should not be expected to give customers individual attention. (-)
17.2 Employees of these firms cannot be expected to give customers personal attention. (-)
17.3 It is unrealistic to expect employees to know what the needs of their customers are. (-)
17.4 It is unrealistic to expect these firms to have their customers' best interests at heart. (-)
17.5 They shouldn't be expected to have operating hours convenient to all their customers. (-)
Part 4: Environmental Consciousness
Please give the answers to the following questions based on the true feelings formed in the
company's work, and put "√" on the corresponding options. All answers are not divided into right
and wrong. You only need to choose the options that match you (1-5 correspond to Strongly
18.
18.Environmenatl Concern
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18.1 I am informed about environmental issues particularly the environmental impact of manufacturing process) in the EV manufacturing business.
18.2 I know about environmentallyresponsible EV business practices.
18.3 I am knowledgeable about social equity issues (e.g. working conditions of factory workers, fair wage for factory workers) in the EV business.
18.4 I understand the environmental impact of EV business.
18.5 I am knowledgeable about EV that sell environmentally friendly products
18.6 I should take responsibility for environmental issues, as I am the cause of environmental damage
19.
19.Environmental
Awareness
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  • 5
19.1 If all of us, individually, contributed to environmental protection, it would have a significant effect.
19.2 Everyone is responsible for protecting the environment in their everyday life.
19.3 Preserving and protecting the environment should be one of our priorities.
19.4 We should adopt sustainable practices which can help reduce the negative impacts of human activities on the environment and helps create a more sustainable future.
19.5 We should become advocates for environmental protection and sustainability.
19.6 We should take responsibility for the environmental impact and become stewards of the Earth.
Part 5: Customer Loyalty
Your valuable input will help us gain a deeper understanding of
consumer attitude. Please read the following questions carefully and tick the boxes
according to your opinion. 1 = Completely disagree; 2 = Disagree; 3 = Unsure; 4 =
Agree; 5 = Completely Agree.
20.
20.Customer
Loyalty
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20.1 I prefer purchasing this EV brand even when other brands offer similar options.
20.2 I recommend this brand to others due to my positive experiences
20.3 I rarely switch to other brands once I find a product I like from this brand.
20.4 I am willing to pay a premium price for this brand over competitors.
20.5 I actively follow updates and promotions from this brand.
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