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Factors Influencing Tool Purchasing Decisions
Concerns Over Online Tool Purchasing
Respondents were asked to rate their concerns over internet tool purchases. The mean ratings were based
on a 5-point scale, where 1 = not concerned and 5 = very concerned.
The impersonal nature of online shopping generates uncertainty and concerns about return policy, brand
selection, warranty, etc. Respondents expressed a growing concern about tools they purchased online not
delivered in a timely fashion, as “fast delivery” was rated 3.79 out of a possible 5.00. Their worries were not only
limited to fast delivery, but also to “warranty” (3.93 mean) and a company’s “return policy” (4.08 mean). Concern
over “return policy” was prominent among technicians (4.30 mean), parts mangers (4.14 mean) and service
managers (4.08 mean). Conversely, “lowest price” (3.46 mean) was less of a concern to all respondents
(see next page for details). 3.90
37%
3.71
4.08
3.56
3.31
3.95
Return policy
Brand selection
Warranty
Fast delivery
Unable to demo product
Lowest price
3.76
3.82
3.93
3.67
3.91
3.79
2.97
3.16
3.69
3.30
3.30
3.46
Concerns Over Purchasing Tools Over the Internet, 2015, 2016 and 2017
(All Respondents)
37%
2015
2016
2017
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