CHAPTER 3: METHODOLOGY
3.4 Research Instrument
In this research, the information for the results will be collected through the distribution of survey questionnaires, including several questions connected to the topic and based on each of the independent variables. Self-administered questionnaire is being used as a research tool in this research. The self-administered questionnaire consists of a set of questions created to gather information and preferences from participants without the researcher's involvement (Zikmund, Babin, Carr & Griffin, 2013).
3.4.1 Questionnaire Design
There is a total of 43 questions in this questionnaire, and it is separated into three sections.
Section A consists of 5 questions that set based on general information regarding the respondent’s awareness of self-collection service, respondent’s preferable service when purchasing online, respondent’s behavior on using self-collect, and the reasons for not using self-collection.
Section B consists of 6 questions that focus on the respondent’s demographic profile including employment status, education level, gender, age, working experience, and monthly income.
Section C consists of 32 questions, whereas 4 questions were asked to test the degree of customers’ intention to use self-collection service while the remaining questions were related to those factors that influence respondents to use self-collection service.
The researcher adopted the existing survey instruments from multiple
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published literature in this research, and the origin of constructs will be depicted as in Table 3.1 below:
Table 3.1: Origin of Constructs
Constructs No. of Items Items Sources
Trialability 5 I feel I am able try out the self- collection service (to familiarise myself with various functions it offers) because:
1. I know where I can try it out.
2. It is easy to try it out.
3. I am able to experiment with it when necessary
4. I am permitted to try it put for long enough period.
5. I can access it adequately.
Yuen, Wang, Ng & Wong.
(2018)
Complexity 6 I feel self-collection service system:
1. is easy to use
2. is difficult to learn how to use 3. is difficult to use
4. is frustrating to use
5. is inconvenient and complicated to use
6. requires a lot of effort to use
Meuter, Bitner, Ostrom &
Brown. (2005)
Relative Advantage
5 I feel receiving items by self-collection would be better than by home delivery, because using self-collection:
1. 1. improves my overall item reception experience
2. 2. makes it easier to receive my item 3. 3. enables me to receive my item more
quickly
4. 4. is advantageous
5. 5. is the best way to receive my item
Moore &
Benbasat.
(1991)
Compatibility 4 I feel receiving items by using self- collection service would be compatible with:
Yuen, Wang, Ng & Wong.
(2018)
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3. the way I like to receive my item 4. my current situation
Observability 4 By observing how others use self- collection service to receive items, I feel:
1. I can learn how to self-collect the items
2. I can explain to others how to self- collect the items
3. I can tell whether using self- collection is beneficial
4. Self-collection process is clear to me
Moore &
Benbasat.
(1991)
Perceived Trust
4 1. In general, I trust self-collection system.
2. I think that the self-collection system will keep commitments that it
makes.
3. The self-collection system is trustworthy.
4. I would describe the self-collection system as reliable.
Liébana- Cabanillas, Marinković &
Kalinić.
(2017)
Intention to Use
4 1. Given the opportunity, I would use the self-collection service
2. I am likely to use the self-collection in the near future
3. I will use the self-collection service when ordering items
4. I am open to use the self-service collection in the near future.
Cha. (2020)
Source: Developed for the research.
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3.4.2 Pilot Test
A pilot test is extremely crucial and it must be completed prior to collecting data for the study (Hassan, Schattber & Mazza, 2006). Based on Baker (1994), Pilot test was performed as a pre-testing instrument, while Van, Rennie, Hundley and Graham (2001) mentioned that pilot test is referred to the discovery of practical problems in the research process.
During the research, 30 sets of survey questionnaires were distributed among the target respondents that is mainly for pilot test purposes. After collecting data, all relevant information will be entered into Software Package for Social Sciences (SPSS) to run the reliability test. Lastly, the questionnaire will be readjusted and distributed for the real study based on the pilot test if any errors were discovered.
In this research, the researcher achieved 0.80 above for each variable which indicates the variables are reliable and consistent.
Table 3.2: Cronbach’s Alpha of Pilot Test
Source: Developed for the research.
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3.4.3 Reliability Test
Reliability is a vital tool when evaluating the measurement in the research.
Reliability test will decrease the chances of bias being introduced in research and increase transparency (Shekhar Singh, 2014). If the results remain constant over time and the study was conducted using the right representation, the result is deemed reliable (Golafshani, 2003).
In this research, the Cronbach’s Alpha was analysed and the results for each variable are more than 0.81 which means it has a very good reliability. Also, the result of all variables is more than 0.81 is recognized as reliable and consistent. Based on Zikmund et al. (2010), Cronbach Alpha fell under the range of 0.60 to 0.95 is considered good. Therefore, all variables are acceptable as they are reliable in this research.
Table 3.3: Summary of Reliability Test
Source: Developed for the research.
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