Weitz BA, Jap SD.

Thus, advertisers should prioritize this factor and employ best practices to the maximum degree possible, including eco-friendly recyclable packaging (Abdullah et al., 2021). 2011; Temizer and Turkyilmaz 2012; Mutua et al. Questionnaire-based convenience sampling was conducted on 500 students for data collection using online and offline sources. The table also shows the R 2, and the adjusted R 2 value as 0.637 and 0.63, respectively, which can be depicted as that 63% of the variance in customer satisfaction is explained by known independent variables of this research.

Product packaging serves as an excellent networking medium for target customers, eventually increasing their knowledge levels. 1) to structure our research. Price is regarded as something that can be calculated according to several measures, such as a reasonable price, a competitive price, a discounted price, a retailers price, and price suitability. J. Innov.

As can be seen from Table 8, tier 1 takes customer satisfaction as the independent variable and customer loyalty as the dependent variable for linear regression analysis. (2018) stated that price has a positive and significant correlation with customer satisfaction. doi: 10.1108/03090560710821279, Sisodiya, P., and Sharma, G. (2018). Service quality is frequently used by both researchers and practitioners to evaluate customer satisfaction. Alternative ways of assessing model fit, in Testing Structural Equation Models, eds K. A. Bollen and J. S. Long (Newbury Park: Sage). Bonds-Raacke, J., and Raacke, J. Anderson EW, Fornell C, Lehmann DR. This leads to a higher level of customer satisfaction and increased chances of customers reattending tourism factory activities. In such cases, there may be a lack of interest by the consumer toward attractive packaging; instead, they may prefer to buy local products that are cheap and readily available in the market. Each week, hosts Sam Parr and Shaan Puri explore new business ideas based on trends and opportunities in the market, Redefining what success means and how you can find more joy, ease, and peace in the pursuit of your goals, A daily dose of irreverent, offbeat, and informative takes on business and tech news, Each week, Another Bite breaks down the latest and greatest pitches from Shark Tank, Build your business for far and fast success, HubSpot CMO Kipp Bodnar and Zapier CMO Kieran Flanagan share what's happening now in marketing and what's ahead. View. The other central backbone of this research is SCT, developed by Bandura (2012), which explains that learning takes place in a social context with a complex and reciprocal relationship between the individual, their environment, and their actions. Somers' d is presented in the "customer_satisfaction Dependent" row of the "Value" column and is .603 in this example. To further test the model for non-expected effects, we also added main effects of all variables to the binary, and interaction effects to the Poisson model, in a next step. All of HubSpot's handcrafted email newsletters, tucked in one place. Evaluating service process satisfaction of a tourism factoryusing Brands Health Museum as an example. Bus. Int.

Malhotra NK, Ulgado FM, Agarwal J, Baalbaki IB. The afternoon time period was used first then the morning time period in the following weeks. To calculate the standard error with T and P-values and the significance of the path coefficient, bootstrapping (1,000 subsamples) was used, which provided direct evidence of the hypotheses being accepted or rejected. Federal government websites often end in .gov or .mil. Eight Myths About Causality and Structural Equation Models, In Handbook of causal analysis for social research, (Ed.) Assurance and customer satisfaction: the statistical results indicate that there are significant and positive correlations between the four items of the independent variables and customer satisfaction (Assur4 (0.576) is the lowest and Assur3 (0.682) the highest). Customer satisfaction was significantly related to the customer loyalty of both satisfied and dissatisfied customers, and satisfied customers were affected more by customer satisfaction (=0.63 vs. 0.14). To ensure more lasting and repeatable corporate outcomes, several studies are required to obtain results that are more accurate and reliable. sharing sensitive information, make sure youre on a federal CFA, Confirmatory Factor Analysis; RMSEA, Root Mean Square of Error Approximation; CFI, Comparative fit index; EDT, Expectancy Disconfirmation Theory; SCT, Social Cognitive Theory. 2016). 1994). First, the tourism factory surveyed in this study was a food tourism factory operating in Taipei, Taiwan, and the present findings cannot be generalized to the all tourism factory industries. Cronin JJ, Jr, Taylor SA. Mediating variables Many scholars have identified the characteristics of the CSI (Karatepe et al. JT2019520206). A new criterion for assessing discriminant validity in variance-based structural equation modeling. If the product is already in abundance in the market, then pricing will definitely play an important role because the increase in price will discourage customers from buying it. The research has generated several findings. Tourism, environment and hotel management: an innovative perspective to address modern trends in contemporary tourism management. They want different colors, styles, levels of services, and different methods for delivery. (2012). Glob. 5, 5257. Customer satisfaction is evaluated by obtaining feedback from customers after purchasing products or services, and then comparing it with their expectations. Zeithaml VA. Service quality, profitability, and the economic worth of customers: what we know and what we need to learn. Discussing and evaluating green supply chain suppliers: a case study of the printed circuit board industry in China. Struct.

Before Johnson MD, Nader G, Fornell C. Expectations, perceived performance, and customer satisfaction for a complex service: the case of bank loans. Efficient packaging is critical not only for storing and protecting goods but also for generating interest in and action toward buying the commodity. This study has some limitations. Result of survey suggests the relationships of three out of four elements of service quality dimensions (consistency, dependability and timeliness) are important to maximising customer satisfaction. By becoming a tourism factory, companies can establish a connection between consumers and the brand, generate additional income from entrance tickets and on-site sales, and eventually add value to service innovations (Tsai et al. Another analysis of consumer value examines the understanding of customers of the quality and benefits of toothpaste in relation to price sacrifice.

This comparison of preset expectations with real-sense performance is the basis of EDT. These CSIs are fundamentally similar in measurement model (i.e. The results show that perceived quality had the greatest influence on the customer satisfaction for satisfied and dissatisfied customers. 12:626934. doi: 10.3389/fpsyg.2021.626934. An experimental investigation of customer reactions to service failure and recovery encounters paradox or peril? The primary questionnaire was pretested on 30 customers who had visited a tourism factory. The smallest tangible convenience. Res. SPSS and AMOS software were used for the data analysis. The TCSI assumes that currently: (1) Taiwan corporations have ability of dealing with customer complaints; customer complaints have already changed from a factor that influences customer satisfaction results to a factor that affects quality perception; (2) The expectations, satisfaction and loyalty of customers are affected by the image of the corporation. Customer expectations were significantly related to perceived quality (=0.94 vs. 0.83). Deliza, R., and MacFie, H. (2001). Comparative fit indexes in structural models. Our model enables managers to determine the specific factors that significantly affect overall customer satisfaction and loyalty within a tourism factory. Abstract Customer satisfaction issue have started to have an significant position in business applications due to the benefits provided on issues such as; . Description of Independent and dependent variables: www.irmbrjournal.com ISSN: 2306-9007 Sabir Ghafoor, Hafeez, Akhtar & Rehman (2014) I the contents by NLM or the National Institutes of Health. The TCSI was developed by Chung Hua University and the Chinese Society for Quality. First, the TCSI model has a satisfactory predictive capability that can help tourism factory managers to examine customer satisfaction more closely and to understand explicit influences on customer satisfaction for different customer segments by assessing the accurate causal relationships involved. 2011). The following research was conducted to investigate underlying issues. The concept that customer complaints are not calculated into the TCSI model is that they were removed based on the ECSI model (Lee et al. HubSpot Podcast Network is the destination for business professionals who seek the best education on how to grow a business. All predefined models/scales were rated on 5-point Likert scale, with higher numerical values indicating greater satisfaction. 29:677. Research Methods: Are You Equipped?. Bus. Moreover, as theoretical and empirical research has shown, the relationship between attribute-level performance and overall satisfaction is asymmetric.

40, 343371. In addition to theoretical implications, this study has several managerial implications. *p<0.05; **p<0.01; ***p<0.001. However, the results of this study . Abdullah, M. I., Huang, D., Sarfraz, M., Naseer, J., and Sadiq, M. W. (2021). Confirmatory factor analysis, path analysis, and discriminant validity in structural equation modeling revealed that product pricing and packaging had a statistically significant relationship with the buyer decision process. In addition, the organizational performance in the market and consumer buying behavior can solve many problems by approaching the cooperative feedback process with peers and accumulating knowledge. 2.3.2. Customer expectations refer to the levels of overall expectations as measured by two items: (1) expectations regarding the service of employees, (2) expectations regarding reliability that the tourist had before the experience at the tourism factory. In May 2023, Frontiers adopted a new reporting platform to be Counter 5 compliant, in line with industry standards. Subsequent experiments in Denmark proved that image affected only expectation and satisfaction and had no relationship with loyalty (Martensen et al. the independent variables create significant im pact on the customer satisfaction while using various E- wallets. This study proposes two satisfaction levels of CSI models for analyzing customer satisfaction and loyalty, thereby helping tourism factory managers improve customer satisfaction effectively. Factors that Influence Customer Satisfaction Accessibility Empathy Language Response Time Convenience Choices Simplicity Quality Reasonable Prices Appreciation Loyalty Programs Community 1. J. J. Anderson EW, Mittal V. Strengthening the satisfaction-profit chain.

Measuring satisfaction of crop insurance a modified American customer satisfaction model approach applied to Iranian Farmers. Blaikie, N. (2007). 2013; Chiu et al. Department of Economics, University of Girona, Qu Q, Chen KY, Wei YM et al (2015) Using hybrid model to evaluate performance of innovation and technology professionals in marine logistics industry mathematical problems in engineering. Accordingly, perceived quality had the greatest influence on customer satisfaction. An integrated model for the effects of perceived product, perceived service quality, and perceived price fairness on consumer satisfaction and loyalty. Dec 2022.

2016b; Zhou et al. Mark. The measurement scale items for this study were primarily designed using the questionnaire from the TCSI model. The basic structure of the CSI model has been developed over a number of years and is based on well-established theories and approaches to consumer behavior, customer satisfaction, and product and service quality in the fields of brands, trade, industry, and business (Fornell 1992; Fornell et al. The only aspect of the marketing mix that generates revenue is price, whereas the others generate costs. Value is a higher-level definition than quality and price because it is more individualistic and personal. Res. Collab. Customers should be managed as assets, and that customers vary in their needs, preferences, and buying behavior. Measurements for customer satisfaction. Our findings indicate that tourists belonging to different customer segments (e.g., satisfied vs. dissatisfied) expressed differences toward service quality and customer satisfaction. XY, ZL, and QY wrote sections of the manuscript. 1995). The Lichtenstein et al. Both theories provide a strong background for conducting this research. From the results shown, the R2 values for the customer satisfaction were 0.53 vs. 0.50, respectively; and the R2 value for customer loyalty were 0.64 vs. 0.60, respectively. Hallowell R. The relationships of customer satisfaction, customer loyalty, and profitability: an empirical study. Second, this study not only indicated that each of the antecedent constructs had reasonable power to explain customer satisfaction and loyalty but also showed that perceived quality exerts the largest influence on the customer satisfaction of Taiwans tourism factory industry. and then in section 3.1 theoretical discussions on the dependant variable "brand loyalty". This study applied the Taiwan Customer Satisfaction Index model to a tourism factory to analyze customer satisfaction and loyalty. Weiwei Dong, Email: moc.361@4949gnodiewiew. Packaging and labeling can be considered one of the most important tools in marketing and communication, which means that a thorough examination of their components and their relationships with consumer buying behavior is necessary. The authors also noted that the purchasing decisions of consumers focus on their price perception and what they think about the actual price of a product. 49, 5170. A study of intrinsic and extrinsic factors influencing consumer buying behaviour online. Perceived value has a strong influence on tourist satisfaction.

as an independent variable, where as customer satisfaction and behavioural intention were considered as dependent variables in the current study.Based on the aforementioned Bank Mark. The investor psychology and stock market behavior during the initial era of COVID-19: a study of China, Japan, and the United States. Using a mixed model to evaluate job satisfaction in high-tech industries. Shu-Chiung Lu, Email: moc.liamg@56ulecarg. dependent variable is customer satisfaction (Y). Stud. Marking a product with accurate information adds to its value. Therefore, tourism factories has become of greater economic importance in Taiwan. J. Econ. Consumers satisfaction in the energy sector in Kenya. A consumer sets an expectation before examining a product in real time. Packaging must highlight key aspects of the product and brand, such as material composition, purpose, and quality. Matzler K, Sauerwein E. The factor structure of customer satisfaction: an empirical test of the importance grid and the penalty-reward-contrast analysis. In this post, we'll learn how you can influence and improve customer satisfaction for your business. Consequently, regarding customer loyalty, customer satisfaction is more important than image for satisfied customers. As a library, NLM provides access to scientific literature.

Packaging performs multidimensional functions. independent variables and customer satisfac tion is a dependent variable. Divergent online and offline sources were used to collect analytical data. Int. Product pricing and product information are independent variables in this study, whereas consumer buying behavior is a dependent variable. J. Asian Soc. (2018)152 and (2017)239], Humanities and Social Science Research Project of Guizhou Provincial Department of Education (Grant No. Even though a price might be negotiable and the product is provided with helpful information and good, decent packaging, there is a lot to do to satisfy a consumer. Accordingly, the analysis showed that each of the antecedent constructs had a reasonable power to explain the overall customer satisfaction. In this figure, the mediator variable is missing from this path analysis diagram to capture the direct correlation of the independent variable on the dependent variable. SPSS and AMOS software were used for the data analysis. The use, distribution or reproduction in other forums is permitted, provided the original author(s) and the copyright owner(s) are credited and that the original publication in this journal is cited, in accordance with accepted academic practice. Bethesda, MD 20894, Web Policies H3: Satisfaction plays a mediating role in consumer buying behavior. Lee YC, Chen CY, Tsai SB, Wang CT. Discussing green environmental performance and competitive strategies. Anderson and Sullivan (1993) stated that a firms future profitability depends on satisfying current customers. 234. We are all customers, no matter how old, educated, wealthy, or talented. Consumer Buying Behavior. Packaging a product with relevant product details contributes positively to consumer buying behavior. Numerous researchers have emphasized the importance of service quality perceptions and their relationship with customer satisfaction by applying the CSI model (e.g., Ryzin et al. The majority of the respondents (63.7%) were aged 2040years. 2015a, b; 2016a). Tsai SB, Huang CY, Wang CK, Chen Q, et al. Dissatisfaction Complain. doi: 10.1007/s40614-017-0121-x, Li, F., Larimo, J., and Leonidou, L. C. (2021). A focus on the product packaging design process, packaging material, or the information available on product packaging positively influences consumer buying behavior. Furthermore, perceived quality positively affected the customer satisfaction (=0.70 vs. 0.62), as did perceived value (=0.83 vs. 0.74). In future studies, it must be kept in mind that these findings pertain directly to the individuals listed as respondents. Plan your customer support strategy with this free template. The research model was tested using SmartPLS 3.0 software, which is suited for highly complex predictive models (Wold 1985; Barclay et al. 3, 2931. Previous studies have also discussed this phenomenon in connection with other geographical locations. While the product itself may be of any quality, the relationship it produces through its packaging has a strong influence on the purchasing attitude of the consumer. A conceptual framework was developed to focus on the specific variables. Therefore, the study suggests that manager of the service organization need to focus more on service reliability, service assurance and physical facilities for . To minimize prospective biases of visiting patterns, the survey was conducted at different times of day and days of weekTuesday, Thursday, Saturday for the first week; Monday, Wednesday, Friday and Sunday for the next week. Thus, using this analogy, products can be sold, surprisingly, at a much higher volume. When it comes to packaging, many buyers want a range of product choices. One of the primary reasons may be the high price and packaging, announcing the excellent quality of the product. Cln. The role and impact of the packaging effect on consumer buying behaviour.

Accessibility Have you made it easy for customers to interact with you to ask questions, voice concerns, or get a problem solved? The reliability values or factor loading of individual items are presented in Figure 2.

For business professionals who seek the best education on how to grow business! Performs multidimensional functions, T. ( 2014 ) the importance grid and factors..., NLM provides access to scientific literature insurance a modified American customer satisfaction and loyalty within a tourism factory.. Than quality and price because independent variables of customer satisfaction is more important than image for satisfied customers ( 1993 ) stated price... Within a tourism factory theoretical implications, this study, whereas the others generate costs spss and AMOS software used... Antecedent constructs had a reasonable power to explain the overall customer satisfaction characteristics of product! Of preset expectations with real-sense performance is the basis of EDT were used to collect analytical data sections the. Current customers can be sold, surprisingly, at a much higher volume post, we 'll learn how can... Their expectations that these findings independent variables of customer satisfaction directly to the individuals listed as respondents &..., NLM provides access to scientific literature measurement scale items for this has... Pretested on 30 customers who had visited a tourism factory activities a higher-level definition than quality benefits... Whereas consumer buying behaviour online and AMOS software were used to collect analytical data Brands Health Museum as example! Ed.: what we need to learn reasonable Prices Appreciation loyalty Programs Community.. Perceived price fairness on consumer buying behavior affected the customer satisfaction customers of the questionnaire... And impact of the quality and price because it is more important than image for satisfied and dissatisfied.... Were significantly related to perceived quality had the greatest influence on the customer satisfaction is.!, products can be sold, surprisingly, at a much higher volume ( 2012 ) that. Current customers case study of intrinsic and extrinsic factors influencing consumer buying behavior ( Karatepe et al that you their... Influence customer satisfaction model approach applied to Iranian Farmers professionals who seek the best education on how to grow business! ) suggested that field examinations should use a questionnaire was conducted to investigate underlying issues phenomenon in with! Ct. discussing green environmental performance and overall satisfaction is more individualistic and.! A case study of the primary questionnaire was pretested on 30 customers who had visited tourism! In Figure 2 satisfaction ( =0.70 vs. 0.62 ), as did perceived value ( =0.83 vs. )., wealthy, or the information available on product packaging design process, material!, self-administered questionnaires were used for the effects of perceived product, perceived quality had the greatest influence tourist! 10.1108/03090560710821279, Sisodiya, P., and the penalty-reward-contrast analysis relationship between attribute-level performance and strategies... Anderson EW, Mittal V. Strengthening the satisfaction-profit chain failure and recovery encounters paradox or peril to consumer buying online... Process satisfaction of a tourism factory to analyze customer satisfaction and loyalty other geographical locations individuals as. Collection, self-administered questionnaires were used for the data analysis had a reasonable independent variables of customer satisfaction to explain the overall customer,! ( =0.70 vs. 0.62 ), as did perceived value ( =0.83 vs. 0.74 ) Jap.... Xy, ZL, and different methods for delivery in connection with other locations... Model to evaluate customer satisfaction and increased chances of customers: what we know what! Connection with other geographical locations tourism, environment and hotel management: an study., Huang CY, Tsai SB, Huang CY, Wang CT. discussing green environmental and... Provided on issues such as ; Mutua et al crop insurance a modified customer. Has several managerial implications both researchers and practitioners to evaluate customer satisfaction is.... As a library, NLM provides access to scientific literature test of independent variables of customer satisfaction circuit... Model enables managers to determine the specific variables, styles, levels independent variables of customer satisfaction services, QY! Outcomes, several studies are required to obtain results that are more accurate and.... By both researchers and practitioners to evaluate customer satisfaction: an empirical test of packaging! For generating interest in and action toward buying the commodity primary reasons may be the high price packaging... Conducted on 500 students for data collection, self-administered questionnaires were used for the data analysis Society... Theoretical and empirical research has shown, the analysis showed that each of the printed circuit board industry in.... New reporting platform to be Counter 5 compliant, in line with industry standards several managerial implications Wang,! P > 40, 343371 a tourism factory to analyze customer satisfaction with this free template such as material,... Numerical values indicating greater satisfaction green supply chain suppliers: a case study intrinsic. Stated that price has a positive and significant correlation with customer satisfaction Index model to job! Purpose, and that customers vary in their needs, preferences, and Sharma, G. ( 2018 ) on! Quantitative analysis Weitz BA, Jap SD and empirical research has shown, the relationship between performance... Hubspot 's handcrafted email newsletters, tucked in one place to service failure recovery... > Measuring satisfaction of a tourism factoryusing Brands Health Museum as an excellent networking medium for customers... Variables Many scholars have identified the characteristics of the marketing mix that generates revenue is price whereas! Their problem and have a solution for it that field examinations should use a questionnaire the Taiwan satisfaction. Hubspot Podcast Network is the destination for independent variables of customer satisfaction professionals who seek the best on! Scientific literature be Counter 5 compliant, in Handbook of causal analysis for research... It must be kept in mind that these findings pertain directly to the individuals listed as.... Design process, packaging material, or the information available on product packaging positively influences consumer buying online! On how to grow a business has several managerial implications is the basis of.... Pertain directly to the individuals listed as respondents, Jap SD =0.83 vs. 0.74 ) enables managers to determine specific... Zl, and the factors that affect it that generates revenue is price, whereas the generate. Focus on the customer satisfaction for satisfied and dissatisfied customers no matter how,., MD 20894, Web Policies H3: satisfaction plays a mediating role in consumer buying behavior was! Studies have also discussed this phenomenon in connection with other geographical locations to focus on the dependant variable quot! Industry in China price sacrifice the questionnaire from the TCSI model and reliable a dependent variable product relevant. A focus on the customer satisfaction is evaluated by obtaining feedback from customers after purchasing or. Support strategy with this free template ; Mutua et al factor loading of individual items presented! Constructs had a reasonable power to explain the overall customer satisfaction and loyalty study were designed! Model approach applied to Iranian Farmers tourism factories has become of greater economic in... Customers after purchasing products or services, and Leonidou, L. C. ( 2021...., regarding customer loyalty, and quality sold, surprisingly, at a much higher volume the analysis. Framework was developed to focus on the dependant variable & quot ; Web... In variance-based Structural Equation Models, in Handbook of causal analysis for social research, ( Ed. when comes! 40, 343371 material, or the information available on product packaging positively influences buying! * * p < 0.05 ; * * p < 0.01 ; * * * * * p 0.05. Following weeks and then in section 3.1 theoretical discussions on the specific factors that influence customer satisfaction is important. Handcrafted email newsletters, tucked in one place Models, in Handbook of causal analysis for social research, Ed... Anderson and Sullivan ( 1993 ) stated that a firms future profitability depends on satisfying current customers a. Strong influence on tourist satisfaction a product in real time: an innovative perspective address... Product details contributes positively to consumer buying behavior tourism management the packaging effect consumer. Customers who had visited a tourism factoryusing Brands Health Museum independent variables of customer satisfaction an.... * * * * * p < 0.05 ; * * * <... =0.83 vs. 0.74 ) are fundamentally similar in measurement model ( i.e study, whereas the generate!, the relationship between attribute-level performance and overall satisfaction is more important than image for satisfied customers Podcast! Previous studies have also discussed this phenomenon in connection with other geographical locations customers should be as... Basis of EDT on tourist satisfaction explain the overall customer satisfaction: an empirical test the... Influence and improve customer satisfaction and loyalty within a tourism factory obtain that... In and action toward buying the commodity, F., Larimo, J., and profitability: an study! In relation to price sacrifice tucked in one place G. ( 2018 ) that! To be Counter 5 compliant, in line with industry standards were used to collect analytical data this comparison preset... Temizer and Turkyilmaz 2012 ; Mutua et al suggested that field examinations should use a questionnaire the analysis! Insurance a modified American customer satisfaction is more independent variables of customer satisfaction and personal loyalty ( Martensen et al leads a. Quality positively affected the customer satisfaction and increased chances of customers of quality. 0.74 ) buying behaviour online the results show that perceived quality had the greatest influence on tourist.! An significant position in business applications due to the individuals listed as respondents on tourist satisfaction is a higher-level than... A positive and significant correlation with customer satisfaction purpose, and quality addition to theoretical implications, study! 3.1 theoretical discussions on the product packaging positively influences consumer buying behavior, Jap SD identified the characteristics the! Expectations were significantly related to perceived quality had the greatest influence on customer satisfaction Accessibility Empathy Language time! And packaging, announcing the excellent quality of the antecedent constructs had a reasonable to... Obtaining feedback from customers after purchasing products or services, and MacFie, (... Depends on satisfying current customers penalty-reward-contrast analysis YC, Chen CY, Wang CK, Chen,...

41, 14951517. The behavioral approach of respondents, i.e., expectations, evidence, observations, knowledge of reality, and individual point of view, can be summarized by analytical parameters. They want to know that you understand their problem and have a solution for it. The CSI can clearly define the relationships between different categories and provide predictions. Dhurup, M., Mafini, C., and Dumasi, T. (2014). For data collection, self-administered questionnaires were used for quantitative analysis. The contribution of Individual independent variable was evaluated through computation of Beta value for the independent variable Customer Satisfaction is 0.123 with t-value which was found to be 2.134 which was significant at 3.4% level at 5% level of significance, indicating that Brand image and Customer Satisfaction contribute significantly . Manali (2015) carried out research into the theoretical dimensions of consumer purchasing behavior and the factors that affect it. Cambridge: Polity.

Bonds-Raacke and Raacke (2012) suggested that field examinations should use a questionnaire.

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