Assessing the Perceived Quality towards Health Services: An Empirical Investigation on Public Hospitals Affiliated to the Syrian Ministry of Health in Damascus

Zarqa Journal for Research and Studies in Humanities Volume 13 No 1 2013

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Assessing thePerceived Quality towards Health Services An Empirical Investigation on Public Hospitals Affiliated to the

Syrian Ministry of Health in Damascus

Dr Ali Bassam Mahmoud

Higher Institute of Business Administration (HIBA) Damascus Syria AbstractThe assessment of health service quality is considered one of the key indicators used by decision makers in the process of enhancing the quality of the health services provided in hospitals This study aims at investigating the dimensionality of the perceived quality of health services in respect to patients perspectives being treated at public hospitals in Damascus as suggested by Haddad et al (1998b) The present study aims also at assessing patients perception towards the quality of health services provided at the public hospitals affiliated to the Syrian ministry of health in Damascus A survey has been conducted using the tool of questionnaire Consequently (677) valid responses were extracted Using the technique of Confirmatory Factor Analysis as one procedure of Structural Equation Modeling the results come to confirming the good fitting of Haddad et al (1998b) model for the dimensionality of Perceived Quality towards Health Service That is Perceived Quality towards Health Service is a multi-dimensional three-factor variable (ie Health Care Health Personnel and Health Facilities) One-sample T-test was used to assess the perceived quality The results have indicated that patients perceive positively the three dimensions of health service quality This positive perception towards the quality of health services provide by public hospitals rhymes with the efforts of Syrian ministry of health regarding its program for reforming the health sector KeywordsHealth Marketing Quality Health Service Perceived Quality

Received July 6 2011 Accepted August 16 2012

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ŜƔţ űŦƈś ƌƊŷ ŘũŕƈśŬŔ řţƅŕŰ iquestƔƆţśƆƅ ƒŧƔƄƏśƅŔƓƆƈŕŸƅŔ iquestƔƆţśƅŔ ƇŔŧŦśŬŕŗƏConfirmatory Factor Analysis ƉƈŲřƔƆƔƄƔƎƅŔřƅŧŕŸƈƅŔřŠŨƈƊşƎƊƈStructural Equation ModelingřŬŔũŧƅŔŚƆŰƏśŞŨƏƈƊŧƔƄōśƑƅŏHaddad et al1998b ŜƔţ

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ŗordmordmƆťƀƆƃŒƉƈƇŻũƅŔƑƆŷƓžƇŕƈśƍƛŔŉŧŗŚƆśƓśƅŔřƔƊƈŪƅŔŘũśſƅŔiquestƏų

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et al 2002ũƏũƈƅŔ ũƏŧƉŷƃƔƍŕƊ ŗřƔţŰƅŔ řƈŧŦƅŔ řŗũŠśƜŸƅŕŗƇŔŪśƅƛŔŜƔţƉƈƑŲũƈƅŔƃƏƆŬƓžiquestƈŕŸśƅŕŗũŔũƈśŬƛŔƏŞ

řƔţŰƅŔ řƈŧŦƅŔ ŧƏŪƈ ŶƈƌŬſƊŚŕŠũŦƈƅŔƏ řƔţŰƅŔ řƅŕţƅŔƏ řƔŗųƅŔSofaer amp Firminger 2005 Wilde-Larsson amp

Bergstrom 2005

Ɠž řƔţŰƅŔ ŚŕƈŧŦƆƅ řƄũŧƈƅŔ ŘŧƏŠƅŔ ƇƔƏƂśƅ ƓƊŸžŧ ŕƈ ƉŏƏƍƀŮƈŧřƊƔŧƈƓžřţŰƅŔŘũŔŪƏƅřŸŗŕśƅŔřƈŕŸƅŔƓžŕŮƈƅŔŖŕŗŬƗŔ

ƕŔśřƔ iquestƄiquestŔƏƈƗŔƉƈŘŧƔŔŪśƈƏŘũƔŗƄźƅŕŗƈřƔũƏŬƅŔřƈƏƄţƅŔũƈŝśŬś

ƓţŰƅŔŵŕųƂƅŔƓžƇŕŷƇŕŷƓſžŘũŔŪƏřŰţŚżƆŗ řŗŬƊ řƈŕŸƅŔ řƊŪŔƏƈƅŔ Ɖƈ řţŰƅŔ ƈƅŔŎŚŔũŮ

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ŘŧƏŠƅŔƇƔƏƂśřƔţŰƅŔřƈŧŦƆƅřƄũŧƈƅŔƑŲũƈƅŔũŴƊřƎŠƏƉƈřƔƊŔŧƔƈřŬŔũŧƓž ƅŔřƈŕŸƅŔƓžŕŮƈřţŰƅŔŘũŔŪƏƅřŸŗŕśƅŔƀŮƈŧřƊƔŧƈƓž

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ŗƀŕœŪƃŒŘœŪŒŧťƃŒūŃũąŧƅŔ Ɠž řƄũŧƈƅŔ ŘŧƏŠƅŔ ŵƏŲƏƈũƔŝƄƓž ŜŕţŗƗŔ Ɖƈ

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Gill amp White 2009Ə ƓƆŷƏ ƇƏũŮŦƅŔƏƉŕųƆŬ Ə ƓŗŷŪƅŔƏ ƓƄũƄƅŔƏ ŞŔũſƅŔ

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űƔũƈƅŔŽƁƏƈ ƏŌűƔũƈƆƅ iquestƈŕŮƅŔĉƔƈśƅŔ ƏŌ ƇŕŸƅŔ ƀƏſśƅŔ iquestŕƔţŪřƈŧƂƈƅŔřƈŧŦƆƅParasuramn et al 1988

ŕƈŌNakijima ũŕŮŌ ŧƂžŏřƈŧŦƅŔ ŘŧƏŠ ƉŌ ƑƅƓƍřƔţŰƅŔƉŷŘũŕŗŷƀƂţƔŖƏƆŬōŗřƔŗųƅŔŚŕƔƊƂśƅŔƏƇƏƆŸƅŔƀƔŗųś

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ŢŲƏŌƏKotler amp ArmstrongřƈŧŦƅŔŘŧƏŠƉōŗ Ɠƍ řƔţŰƅŔřƈŴƊƈƅŔ ŕƎƈŧŦśŬś ƓśƅŔ ƀœŔũųƅŔ iquestŕƄŮŌ Ɖƈ iquestƄŮ

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ƉƈƏŬũƄ řƔƅŕŷ ŚŔũŕƎƈ ƒƏŨ ƉƔƆƈŕŷ ŧŔũžŌŔƇƎśŔũŕƎƈƏ ƇƎŬſƊŌƇƍŕŲũƈƅřƔƅŕŷŘŧƏŠŚŔŨřƈŧŦƇƔŧƂśƅƏƔƍˬ

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ƙřƔţŰƅŔřƈŧŦƅŔƇƔŧƂśƓžƑſŮƈƅŔŉŔŧƗűƔũƈƅŔƃŔũŧŘŔŧŌƓƍƏ

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ŜƔţ řƈƏƄţƅŔũƄŨś ŚƊŕƄƉƈ Řũśž ũŗŷ řƔœŕŰţƙŔ ŚŔũŮŎƈƅŔƉƈŪƅŔƑŲũƈƅŔ ũŴƊ řƎŠƏũŕŗśŷƙŔ ƉƔŸŗ ŨŦƗŔ ƉƏŧ ŕƈƔž ƉƄƅŧŸŗƇŕƊśƈƏƇŕƍũƏŧřƔţŰƅŔřƈŧŦƅŔŘŧƏŠƅƑŲũƈƅŔƃŔũŧƙŢŗŰŌ

řƔţŰƅŔřƈŧŦƅŔŘŧƏŠƇƔƏƂśƓžŶƈŚŕƈƔƏƂśƅŔƋŨƍŚſƆśŦŔƏƅƑśţƐũŦŌ ũŴƊ ŚŕƎŠƏ Ɖƈ ŚŕƈƔƏƂśƅŔřƔţŰƅŔ řƈŧŦƅŔ ŧƏŪƈƄ

Calnan 1988 ƔŴƏś ƉŕƄƈƙŕŗŢŗŰŌŜƔţƑŲũƈƅŔ ŉŔũŊŽřƔţŰƅŔřƔŕŷũƅŔƇŕŴƊƓžřƈĉƔƁŚŔũƔƔżśŉŔũŠƙPalmer 1991

Donabedian 1992 Fitzpatrick 1991 Reerink amp

Sauerborn 1996 Andaleeb 2000ĉŧŸƔƏűƔũƈƅŔƑŲũřƔţŰƅŔ ŚŕƈŧŦƆƅ řƄũŧƈƅŔ ŘŧƏŠƅŔ ŚŔũŮŎƈ ƇƍŌ ƉƈNaidu

2009 Gill amp White 2008 ƒŨƅŔƏƌœƛƏ Ɠž ũŝŎƔ ƋũƏŧŗƑſŮƈƅŔiquestŕƔţřƔƆŗƂśŬƈƅŔŚŕƔƄƏƆŬƆƅƋŕƔŔƏƊƏNaidu 2009 Choi

et al 2004ƏƇŝƉƈŘũŔŧŏƇŕƈśƍŔųţƈűƔũƈƅŔƑŲũŢŗŰƔƑſŮƈƅŔŕƈƔŬƛŧƏŠƏ iquestŴ Ɠž ƀƏŬƆƅ řƔŕŷũƅŔřƔţŰƇŬśƔ

ŘŧƔŧŮƅŔřƔŬžŕƊśƅŕŗJawahar 2007ŕƈƄśƉƈřƔţŰƅŔřƈŧŦƅŔŚŕƈƔƏƂśƇŧŦśŬƑŲũƈƅŔũŴƊřƎŠƏŉŔũŠƙƓƁŕŗ ũŕŗśŷƛŔ ƉƔŸŗ ŨŦōś ƓśƅŔ řƆƈŕŮƅŔ ƇƔƏƂśƅŔ řƔƆƈŷ

ŽŔũųƗŔřƈƏƄţƅŔƏŉŕŗųƗŕƄƑƅŏiquestƏŰƏƅŔŽŧƎŗƃƅŨƏƉŪŔƏśƅŔiquestŝƈƗŔŕƎƔƈŧŦśŬƈŚŕŸƁƏśƏřƈŧƂƈƅŔřƈŧŦƅŔƉƔŗHaddad et al

1998bŧƁ ƑŲũƈƅŔ ũŴƊ řƎŠƏ Ɖƈ řƔţŰƅŔ řƈŧŦƅŔ ƇƔƏƂś iquestŕƈƍŏ Ɖŏ

ŧŎƔŜƔţŘŧƏŠƆƅřƔƈƔƏƂśƅŔřƔƆƈŸƅŔƀŧŰƏřƔƁƏŝƏƈűŕſŦƊŔƑƅŏƒ ŧŠƊƐũŦƗŔ řƔƈƔƏƂśƅŔ ƀũųƅŔ Ŷƈ řƊũŕƂƈƅŕŗƏŨŦƗŕŗ ƇƔƏƂśƅŔ ƉŌ

ƕŔŕƔŔŪƈƅŔƇŧƂƔƑŲũƈƅŔũŴƊřƎŠƏũŕŗśŷƛŔƉƔŸŗśřƔHaddad

et al 2000 ŘũŮŕŗƈƑŲũƈƅŔƉƈřƄũŧƈƅŔřƔţŰƅŔřƈŧŦƅŔŘŧƏŠūŕƔƁƉƄƈƔ

ƇƔŧƂśŧŸŗřƔţŰƅŔřƈŧŦƅŔ řƂƔũųƅŔƋŨƍřſƆƄƈũƔŻ Ɠž ŘŧƏŠƏƈƅŔŚŕƊŕƔŗƅŔƑƆŷ ŕƎœŔũŠŏƓž řƂƔũųƅŔ ƋŨƍ ŧƈśŸśƛ

řƔŗųƅŔŚƜŠŬƅŔ řƂƔũųƅŔ ƋŨƍřƔŕŷũƅŔ ŘŧƏŠ Ɠž ŚŕžƜśŦƜƅ řƔŬŕŬţ ũŝƄŌ

iquestŧŸƈƅŔ ŚŕƔžƏƅŔ iquestŧŸƈƄ ŚŔũŮŎƈƅŔ űŸŗ Ɖƈ řƔţŰƅŔAdjusted Mortality RateŚŕſŷŕŲƈƅŔ iquestŧŸƈ ƏŌ Complications Rate

řƔƊŕŬƊƙŔŚŕŬŔũŧƅŔƏŜƏţŗƆƅŉŕƁũŪƅŔřƆŠƈocircũŮŷŜƅŕŝƅŔŧƆŠƈƅŔocirciquestƏƗŔŧŧŸƅŔϮϬϭϯ

34

ąƔŸĉŧƇƎƊƈ řƄũŧƈƅŔ ŘŧƏŠƆƅ ƇƍƗŔ ŧŧţƈƅŔ ƑŲũƈƅŔ ƃŔũŧŏBabkus amp Mangold 1992śŜƔţũŝŎřƄũŧƈƅŔŘŧƏŠƅŔ

řƈŧŦƅŔƑƆŷiquestƏŰţƆƅƑſŮƈƅŔŘũŕƔŪiquestŕƔţřƔƆŗƂśŬƈƅŔŕƔŔƏƊƅŔƓžřƔţŰƅŔBolton amp Drew 1988 Zeithaml 1988

ąƔŸĉŧŗƊŕŠ řƔţŰƅŔ řƈŧŦƅŔ ŘŧƏŠƅ ƑŲũƈƅŔ ƃŔũŧŏĻŕĉƈƎƈĻŕƓžƋũƏŧŖŗŬŗƃƅŨƏřƔţŰƅŔřƔŕŷũƅŔŪƄŔũƈ ŘŧƏŠƇƔƏƂśřƔƆƈŷřƔŕŷũƅŔ ŪƄŔũƈ řƔŧŕƈśŷŔƏ ŉŔŧƘƅ řƔƊƎƈƅŔ ũƔƔŕŸƈƅŔ řŸŗŕśƈ Ɠž

řƔţŰƅŔ ƃŒŗƄƂŬƆŗŪŒŧť

ŕƎƊŕƈŲƏŘŧƏŠƅŔƇƔƏƂśƇƏƎſƈƓƂŗŖƔũƁŚƁƏƑśţƋũƄśţśĻŕžũśřƈŧƂśƈƅŔiquestƏŧƅŔĻŔũƄţŘŧƏŠƅŔƇƏƎſƈŧŸƔƇƆžĻƜƔƏųƇŧƔƇƅŔŨƍƉƄƅ

řƔƊżƅŔ iquestƏŧƅŔ ƑƆŷThomason amp Edwards 1991 ŜƔţƉƈřŲſŦƊƈŚŕƔƏśŬƈřƔţŰƅŔřƔŕŷũƅŔ ŘŧƏŠũƔƏųśƑƊŕŷƇŕƈśƍŔ

řƔƈŕƊƅŔ iquestƏŧƅŔřƔũƏŬ ŕƎƊƈƏ ŖƔũƁ ŧƎŷ ƑśţReerink amp

Sauerborn 1996 Smits et al 2002ƏƇŝƉƈŨŦƗŔƉŐžƉƈ ŕƊƊƄƈƔ řƔţŰƅŔ řƈŧŦƅŔ ŘŧƏŠ ƇƔƏƂś řƔƆƈŷ Ɠž ƑŲũƈƅŔ ƒŌũŗƋŨƍŚŧŠƏƓśƅŔūŕƊƅŔŚŕŠŕţƅ ĻřŗŕŠśŬŔ ũŝƄŌŚŕƈŧŦƅŔ ƋŨƍ iquestŸŠ

ƇƎƆŠŌƉƈŚŕƈŧŦƅŔRao et al 2006ŦĻŕŰƏŰƓžůƂƊƅŔŶƈřƔƊŧśƈƅŔ ŘŧƏŠƅŔ ŖŗŬŗ řƔƈŕƊƅŔ iquestƏŧƅŔ Ɠž řƈŕŸƅŔ ƓžŕŮƈƅŔ řƔƈƍŌ

řƔţŰƅŔŚŕƈŧŦƆƅŕƎƈŧƂśƓśƅŔBhandari 2006Ɠž ŜţŗƅŔ ŔŨƍ řƆƄŮƈ iquestŝƈśś ūŕƔƁřƔţŰƅŔ ŚŕƈŧŦƅŔ ŘŧƏŠ

řƈŧƂƈƅŔ ŕƎƈƔƏƂśƏƓžřƈŕŸƅŔƓžŕŮƈƅŔƓžƑŲũƈƅŔũŴƊřƎŠƏƉƈŶƁŔƏ ƑƆŷ ŽƏƁƏƆƅ ƃƅŨƏ ƀŮƈŧ řƊƔŧƈřƔţŰƅŔ ŚŕƈŧŦƅŔ ŘŧƏŠƐũŦŌŘũŕŗŸŗƏŌƓžŕŮƈƅŔƋŨƍƓžřƈŧƂƈƅŔŘŧƏŠƅŔŧŕŸŗŌŕƈřƄũŧƈƅŔ

řƔţŰƅŔŚŕƈŧŦƆƅ ƏřƈŧŦƅŔ ŘŧƏŠƑŲũƈƅŔƃũŧƔiquestƍƓžřƔţŰƅŔŌřƔŗŕŠƔŏŕƎƊŌƑƆŷƀŮƈŧřƊƔŧƈƓžřƈŕŸƅŔƓžŕŮƈƅŔƏ řƔŗƆŬ

ƃŒŘœƒŰŧżŗŪŒŧťƏƃƍƕŒŗƒŰŧŽƃŒ

raquoƅ ĻŕƂžƏHaddad et al1998b řƔţŰƅŔŚŕƈŧŦƅŔ ŘŧƏŠƉŐžƓƍŧŕŸŗŌřŝƜŝƑƅŏƇŬƂƊś

řƔţŰƅŔřƔŕŷũƅŔŘŧƏŠ ƓŗųƅŔƇƁŕųƅŔŘŧƏŠ řƔţŰƅŔƀžŔũƈƅŔŘŧƏŠ

ŧŧţśƌƔƆŷŉŕƊŗƏƔŕƈƄƑƅƏƗŔřƔŲũſƅŔśōƓEgraveiquestƄŮŗƇŬƂƊƔƏŧŕŸŗƗŔŧŧŸśƈũƔżśƈƓƍřƔţŰƅŔŚŕƈŧŦƅŔŘŧƏŠƉŏ

ŧŕŸŗŌřŝƜŝƑƅŏƒƏƊŸƈ

ŗƒƈœśƃŒŗƒŰŧŽƃŒ ŞŔũſƅŔ ŧŠƏ ŚŕƈŧŦƅŔ ŘŧƏŠ ŶƁŔƏŚƅƏŕƊś řŬŔũŧ Ɠž

ƓžřƈŧƂƈƅŔřƔţŰƅŔƅŔƓžŕŮƈřŸŗŕśƅŔřƔƈƏƄţƅŔƅƓƅŕŸƅŔƇƔƆŸśƅŔŘũŔŪƏƓŗŕŠƔŏ iquestƄŮŗ řƈŧŦƅŔ ŘŧƏŠ ŔƏƄũŧŌ ƑŲũƈƅŔ řƔŗƅŕŻ ƉŌ řƔũƏŬŗ

ƌƔƆŷƏřƔŲũſƅŔƉŐžřƔƊŕŝƅŔƓśōƔŕƈƄŧĉŧţśŜţŗƆƅ ƃũŧŁś řƔţŰƅŔ ŚŕƈŧŦƅŔ ŘŧƏŠ ƉŏƉƈ ƓŗŕŠƔŏ iquestƄŮŗ ĻŕƔƏƊŸƈ

ƑŲũƈƅŔƏŬƉƈ ŵũſśƔřƔŲũſƅŔ ƋŨƍ ŚŕƔŲũžřƔŷũžĻŕƂžƏƉƈ řƔţŰƅŔ ŚŕƈŧŦƆƅ řƄũŧƈƅŔ ŘŧƏŠƅŔ ŕƎƔƅŏ ƇŬƂƊśŬ ƓśƅŔ ŧŕŸŗƘƅ

řŠƔśƊiquestƜŦũŕŗśŦŔƑƅƏƗŔřƔŲũſƅŔ Ɖƈ ƓŗŕŠƔŏ iquestƄŮŗ ĻŕƔƏƊŸƈ ƃũŧŁś řƔţŰƅŔ řƔŕŷũƅŔ ŘŧƏŠ Ɖŏ

ƑŲũƈƅŔ ƃũŧŁś ƓŗųƅŔ ƇƁŕųƅŔ ŘŧƏŠ ƉŏƉƈ ƓŗŕŠƔŏ iquestƄŮŗ ĻŕƔƏƊŸƈ

ƑŲũƈƅŔ Ɖƈ ƓŗŕŠƔŏ iquestƄŮŗ ĻŕƔƏƊŸƈ ƃũŧŁś řƔţŰƅŔ ƀžŔũƈƅŔ ŘŧƏŠ Ɖŏ

ƑŲũƈƅŔ ƃŒŻťƋŗŪŒŧť

ŜţŗƅŔ ŽŧƎƔřƄũŧƈƅŔ ŘŧƏŠƅŔ ŕƎƔƅŏ ƇŬƂƊś ƓśƅŔ ŧŕŸŗƗŔ ŧƔŧţśŕƎŬŕƔƁ iquestƜŦ Ɖƈ ƑŲũƈƅŔ ũŴƊ řƎŠƏ Ɖƈ řƔţŰƅŔ ŚŕƈŧŦƆƅ

ƒŧƔƄƏśƅŔƓƆƈŕŸƅŔ iquestƔƆţśƆƅ ŕƎŷŕŲŦŏƏConfirmatory Factor

AnalysisƇŝ ƉƈƏřƔţŰƅŔ řƈŧŦƅŔ ŘŧƏŠ ƑƆŷ ŉƏŲƅŔ ųƔƆŬśƀŮƈŧřƊƔŧƈƓžřţŰƅŔŘũŔŪƏƅřŸŗŕśƅŔřƈŕŸƅŔƓžŕŮƈƅŔƓžřƈŧƂƈƅŔ

ƋŨƍ Ɠž řƈŧƂƈƅŔ řƔţŰƅŔ ŚŕƈŧŦƅŔ ŘŧƏŠ ƇƔƏƂś iquestƜŦ Ɖƈ ƃƅŨƏƑŲũƈƅŔ ũŴƊ řƎŠƏ Ɖƈ ƓžŕŮƈƅŔƏŌ ŕƎśƔŗŕŠƔŏ Ɛŧƈ ŧƔŧţśƏ

ŕƎśƔŗƆŬƏĻŔũƔŦŌŧŷŕŬśŚŕƔŰƏśƏ şœŕśƊ ŶŲƏƉƔƔũƏŬƅŔ ƉƔŝţŕŗƅŔĻŕŰƏŰŦ ĻŕƈƏƈŷ ŖũŸƅŔƏƓžřżƆƅŕŗ ƉƊƂƈ ūŕƔƂƈ ƑƆŷ iquestƏŰţƅŔ

řƔţŰƅŔŚŕƈŧŦƆƅřƄũŧƈƅŔŘŧƏŠƆƅřƔŗũŸƅŔŘũƏŰƇƔŧƂśƑƅŏĻřžŕŲŏ ƗŖŕţŰƓžŕŮƈƅŔ Ɠž ũŔũƂƅŔƓž řţŰƅŔ ŘũŔŪƏƅ řŸŗŕśƅŔ řƈŕŸƅŔ

řƔũƏŬŗűũżřƔţŰƅŔŚŕƈŧŦƅŔŘŧƏŠƉƔŬţśŕƎƔžřƈŧƂƈƅŔŗŪŒŧťƃŒŗƒƆƋŊ

ŵƏŲƏƈƉŌ řƂŗŕŬƅŔŚŕƔŗŧƘƅ ƌśŸŠŔũƈiquestƜŦƉƈŜţŕŗƅŔ ŧŠƏřƔţŰƅŔ řƔŕŷũƆƅ řƄũŧƈƅŔ ŘŧƏŠƅŔŕƎŬŕƔƁƏŜƏţŗƅŔƓž ƌƂţƀƆƔ Ƈƅ

řƔŗũŸƅŔĻŕƈƏƈŷ řƔũƏŬƅŔƏ ĻŕŰƏŰŦiquestƏŕƊś Ɖƈ ƇŻũƅŔ ƑƆŷƅŔũƔŝƄƃƔƍŕƊƐũŦŌŚŔũƔżśƈŗƌśƁƜŷƏũƔżśƈƅŔŔŨƎƅřƔŗƊŠƗŔŜƏţŗƅŔƉƈ

ƉƔƊųŔƏƈƅŔ ŘŕƔţ Ɠž řƔţŰƅŔ řƔŕŷũƅŔ ũƏŧ ƉŷŞŔũſƅŔƑƅŏ iquestƏŰƏƅŔ ƑƆŷ řŬŔũŧƅŔ ƋŨƍ iquestƜŦ Ɖƈ ŜţŕŗƅŔ iquestƈŸƔŬ ŜƔţ

ƉƊƂƈūŕƔƂƈřœƔŗƆƅŚŕƈŧŦƆƅřƄũŧƈƅŔŘŧƏŠƅŔũƔżśƈƅřƔũƏŬƅŔřƔŗũŸƅŔřƔţŰƅŔřƔƈƍŌŧŬŠśśŕƈƄŜţŗƅŔĻŕŲƔŌƉŷŘũƏŰŉŕųŷŏƓžƐŧƈ řƔŗŕŠƔŏƓž řƈŧƂƈƅŔ řƔţŰƅŔ ŚŕƈŧŦƅŔ ŘŧƏŠƅ ƑŲũƈƅŔ ƃŔũŧŏ

řƔţŰƅŔřƈŧŦƆƅřƄũŧƈƅŔŘŧƏŠƅŔƇƔƏƂśƑŲũƈƅŔũŴƊřƎŠƏƉƈřƔƊŔŧƔƈřŬŔũŧƓž ƅŔřƈŕŸƅŔƓžŕŮƈřţŰƅŔŘũŔŪƏƅřŸŗŕśƅŔƀŮƈŧřƊƔŧƈƓž

35

ƀŮƈŧřƊƔŧƈƓžřţŰƅŔ ŘũŔŪƏƅ řŸŗŕśƅŔ řƈŕŸƅŔƓžŕŮƈƅŔƌśƔŗƆŬƏŌƏƇŝƉƈřžũŸƈƑƆŷ ŕƎƔžũŔũƂƅŔŖŕţŰŌƏřţŰƅŔ ŘũŔŪƏ ŘŧŷŕŬƈ

ŕƎƔžŕŮƈƓžŘŧƏŠƅŔƉƔŬţśřƔƆƈŷƓžŕƎŸƁƏƈ ƃŒŝƌƈƆŗŪŒŧť

ƃŒƍƑőœŮšƗŒŴƆřŞƆƃŒŶŗƈƒƑŲũƈƅŔƉƈƓœŕŰţƙŔŶƈśŠƈƅŔŽƅōśƔƇƎŸƔƈŠƇƎŠƔũŦśiquestƔŗƁ

ŧƈƓžřţŰƅŔ ŘũŔŪƏƅřŸŗŕśƅŔřƈŕŸƅŔƓžŕŮƈƅŔƉƈƀŮƈŧřƊƔiquestƜŦŚŕƊŕƔŗƅŔ ŶƈŠ Řũśž ŧƁƏŸƈŠŚřƈŴśƊƈ řƔœŔƏŮŷ řƂƔũųŗŚŕƊŕƔŗƅŔ

ƉƈŘŧśƈƈƅŔŘũśſƅŔiquestƜŦŌƉƏƊŕƄũƎŮřƔŕƎƊƑśţiquestƏƆƔŌũŦŔƏiquestƏƗŔƉƈ ƇŕŸƅŔiquestŧŸƈŗŚŕƊŕŗśŬƛŔŶƈŠƑƆŷŜţŕŗƅŔiquestƈŷŜƔţ

ƉƔŗšƏŔũśƔƏƓžŕŮƈƉƈĻŕƔŷƏŗŬŌřƊŕŗśŬŔūƔſƊƅŔƉŗŔƏƀŮƈŧ ƏũƈţƗŔ iquestƜƎƅŔŚŕƊŕƔŗƅŔ ŶƈŠ Řũśž řƔŕƎƊ ŕƎƊŷ şśƊƓœŕŰţƙŔiquestƔƆţśƆƅřţƅŕŰřƊŕŗśŬŔ

ŘœƈœƒŕƃŒfrac34ƒƄšřŚƆƆąţŔŧŦśŬŕŗ ŚŕƊŕƔŗƅŔŠƈŕƊũŗƅŔ ƇƉƔƔœŕŰţƙŔƉƔSPSSũŔŧŰƙŔƏAMOSũŔŧŰƙŔƇŧŦśŬŔŜƔţiquestƄ

ƓƆƈŕŸƅŔ iquestƔƆţśƅŔ Ɖƈ ƒŧƔƄƏśƅŔCFAŕſƅŌ ŤŕŗƊƏũƄ iquestƈŕŸƈƏCronbachs AlphaƑƅƏƗŔ řƔŲũſƅŔ ũŕŗśŦƛƑƅŏ řžŕŲƙŕŗ

ŘŧţŔƏƅŔ ŚŕƊƔŸƆƅ ŚƊŧƏśŬ ũŕŗśŦŔOne-sample T-testƃƅŨƏřƔƊŕŝƅŔřƔŲũſƅŔũŕŗśŦƛŘœƈœƒŕƃŒŴƆŞŗƄƒŪƍ

ŽƅōśśƏ řƊŕŗśŬƛŔ ƓƍřƔžŔũżƈƔŧƅŔ iquestƈŔƏŸƅŔ ūƔƔŕƂƈƅ řžŕŲŏřƔţŰƅŔ řƈŧŦƆƅ řƄũŧƈƅŔ ŘŧƏŠƆƅ ŧŕŸŗƗŔ ŧŧŸśƈūŕƔƂƈ ƉƈƏƒŨƅŔ

ƋũƏųHaddad et al 1998b Ɖƈ ŽƅōśƔƏ ŘũŕŗŷůƆŦśŬŔ ŕƎƊƈ Ō řŝƜŝ ƑƆŷ ŵŪƏśś ŘũŕŗŷŧŕŸŗƃƅŨƏŧŸŗ

ŏŚŔŉŔũŠřƔũƏŬƅŔ řƔŗũŸƅŔ řœƔŗƅŔ ƑƆŷ ƉƔƊƂśƅŔ ŚŔŉŔũŠŏ ŚƊŕƄƏƔŕƈƄƉƔƊƂśƅŔśōƓ

řŠƏŧŪƈřƈŠũśŉŔũŠŏDouble Translation

ƓƂƔƂţƅŔƑƊŸƈƅŔiquestŕŰƔŏƏƍřƈŠũśƅŔƋŨƍŉŔũŠŏƉƈŽŧƎƅŔŜƔţƓśƅŔƏ řƔŪƔƆƄƊƙŔ řżƆƅŕŗ iquestŰƗŔƓžŚũƏųƓśƅŔūŕƔƂƈƅŔŚŔũŕŗŸƅ

ŗųśŬƀřƔŗũŸƅŔŜŧţśƔŶƈśŠƈƑƆŷřƔƅŕţƅŔřŬŔũŧƅŔƓž

ƒũƍŕŴƅŔƀŧŰƅŔFace Validity

řŠƏŧŪƈƅŔřƈŠũśƅŔƉŷşśŕƊƅŔūŕƔƂƈƅŔűũŷiquestƜŦƉƈƃƅŨƏŚŕŸƈŕŠƅŔ ŘŨśŕŬŌƏ ŉŔũŗŦƅŔ űŸŗ ƑƆŷŉŔŧŗŏƏ ƌƈƔƏƂś ŽŧƎŗ

ƌƅŕƔţŚŕŴţƜƈƅŔ

ƓƆƈŕŸƅŔ ƀŧŰƅŔƒŧƔƄƏśƅŔConfirmatory Factorial

Validity

ũŕŗśŦƛŔŔŨƍiquestƜŦƉƈřƔœŕƊŗƅŔřƅŧŕŸƈƅŔřŠŨƈƊřƔƊƂśƇŔŧŦśŬŕŗƏStructural Equation Modeling ƑƅƏƗŔ řƔŲũſƅŔ ũŗśŦśŬ

Ƒƅŏ řƔţŰƅŔ ŚŕƈŧŦƆƅ řƄũŧƈƅŔ ŘŧƏŠƅŔ ũƔżśƈ ƇŕŬƂƊŔ Ɖƈ ŧƄōśƆƅŕƎƊĉƔŗƓśƅŔřŝƜŝƅŔŧŕŸŗƗŔHaddad et al1998b

ŚŕŗŝƅŔReliability

ũƔŮƔƏƉƈ ĻŕƔƅŕŦ ūŕƔƂƈƅŔ ŕƎŗ ƉƏƄƔ ƓśƅŔ řŠũŧƅŔ Ƒƅŏ ŚŕŗŝƅŔūŕƔƂƆƅ řƔœŔƏŮŸƅŔ ŉŕųŦƗŔSmithson 2005ƒŧŎś ŜƔţ

ŚŕŗŝƅŔƉƈřƔƊŧśƈƅŔŖŬƊƅŔŚŔŨūƔƔŕƂƈƅŔƑƅŏƂśſśşœŕśƊũřƁŧƅŔƑƅŏTharenou et al 2007ũŕŗśŦƛŤŕŗƊƏũƄiquestƈŕŸƈƇŧŦśŬƔŬƏ

ƏŠƅŔ ŧŕŸŗŌ ūƔƔŕƂƈƅ ƓƆŦŔŧƅŔ ƀŕŬśƛŔřƔţŰƅŔ ŚŕƈŧŦƆƅ řƄũŧƈƅŔ ŘŧƒŧƔƄƏśƅŔƓƆƈŕŸƅŔiquestƔƆţśƅŔřŠƔśƊƉƈŕƎŰƜŦśŬŔŧŸŗ

ŗƒƈŒťƒƆƃŒŗŪŒŧťƃŒŗƈƒŶƃŒŻƒŮƍř

řƊƔŸƅŔ ŧŔũžŌŽƔŰƏś ŘũƂſƅŔ ƋŨƍŽŧƎśƇƎƆƔŝƈś Ɛŧƈ řžũŸƈƅraquoƅ ĻŕƂžƏ řƊƔŸƅŔ ūƊŕŠśŗ ųŗśũƔ ŔŨƍƏ ƓœŕŰţƙŔ ŶƈśŠƈƆƅ

Tharenou et alŏ ŜƔţ űŕſŦƊŔ ƉřƊƔŸƅŔ ūƊŕŠśƇƔƈŸśƆƅ ũŗƄŌ řƔƆŗŕƂŗ ųŗśũƔ řŬŔũŧƅŔ řƊƔŷ ƑƆŷ ƀŗųƊƔ ŕƈ ŔŨƍƏ

řƔƅŕţƅŔĻřžŕŲŏ řƔƈƔƆŸśƅŔƏ řƔũƈŸƅŔ ŚŕƔƏśŬƈƅŔ ŽƆśŦƈ iquestƈŮś ƓśƅŔľũƏƄŨƑƆŷŕƎœŔƏśţŔƑƅŏŜŕƊŏƏiquestŦŧƅŔƉƈřſƆśŦƈŚŕƔƏśŬƈƏŕƈ

řŬƊŕŠśƈũƔŻŕƎƆŸŠƔHeterogeneousfrac34ƍťŞƃŒŗƈƒŶƃŒŻƒŮƍřĹœƒżŒŧŹƍƆƒť

ƃŒŧŒŧƂř ƇœƒŕƃŒ ŧƒźřƆƃŒ 544 368 ũƄŨ

ƑŵœƆřŞƙŒųƍƈƃŒ 456 309 ƑŝƊŌ 100 677 ƑƃœƆŞƗŒ 71 48 ĉƓƈŌ

ƑƆƒƄŶřƃŒƎƍřŪƆƃŒ 544 368 ƇƔƆŸśƏŌřƔƏƊŕŝ

ƓŬŕŬŌ 235 159 ŘŪŕŠŏ 151 102 ŕƔƆŷŚŕŬŔũŧ 100 677 ƑƃœƆŞƗŒ

102 69 ƉƈiquestƁŌřƊŬ

ŧƆŶƃŒ 323 219 ƉƈƑśţƏ

řƊŬ

575 389 ƉƈřƊŬƀƏžŕƈž

100 677 ƑƃœƆŞƗŒ

422 286 ƉƈiquestƁŌiquestū frac34ŤťƃŒ

545 369 Ɖƈ


36

ƃŒŧŒŧƂř ƇœƒŕƃŒ ŧƒźřƆƃŒ Ƒśţiquestū

32 22 ƉƈũŝƄŌiquestū


ƅŔiquestƏŧŠƅŔƉƈŴţƜƊƀŗŕŬũƏƄŨƅŔƉƈƇƍřƊƔŸƅŔŧŔũžŌŖƆŻŌƉŌřŗŬƊŗiquestŗŕƂƈŜŕƊƙŔƉƈƐƏśŬƈƆƅřŗŬƊƅŕŗŕƈŌ

ƏŌřƔƏƊŕŝƅŔŘŧŕƎŮƅŔřƆƈţƉƈƇƍřƊƔŸƅŔŧŔũžŌŖƆŻŌƉŌŧŠƊƓƈƔƆŸśƅŔ řŗŬƊŗ ƓŬŕŬƗŔ ƇƔƆŸśƅŔřƔŸƈŕŠƅŔ ŘŪŕŠƙŔ řƆƈţ ƇƎƔƆƔ

řŗŬƊŗ řŗŬƊŗ ŕƔƆŸƅŔ ŚŕŬŔũŧƅŔ řƆƈţž ƇŝƏƔƈƗŔƆŗśřƔƊŧśƈřŗŬƊŗƉźŘũƔŗƄƇƍũŕƈŷŌƑŲũƈƅŔŖƆŻŌĻŕƔŗŬƊƓƂųƊƈ ŉƓŮ ŔŨƍƏƀƏž ƇƍũŕƈŷŌ Ɖƈ řŗŬƊ ƉŌ ŧŠƊŜƔţ

źƆŗśĻŕƈŕŷƉƔŝƜŝƅŔƉƔŗŕƍũŕƈŷŌšƏŔũśśƓśƅŔřœſƅŔƇƎƔƆśřŗŬƊŗĻŕƈŕŷƉƔŝƜŝƅŔƏƉƔũŮŸƅŔiquestŗŕƂƈƇƍƉƈƅ

ĻŕƈŕŷƉƔũŮŸƅŔƉƏŧŠƊžiquestŦŧƆƅřŗŬƊƅŕŗŕƈŌŧƇƍƑŲũƈƅŔƇŴŸƈƉŌ řŗŬƊŗ ųŬƏśƈƅŔ iquestŦŧƅŔ ƒƏŨ ƉƈiquestƏŦŧƅŔ ƏƏŨ ƇƎƔƆƔ

řŗŬƊŗřƔƊŧśƈƅŔřŸſśũƈƅŔiquestƏŦŧƅŔƒƏŨƅřƆƔƆƁřŗŬƊiquestŗŕƂƈźƆŗśƓžŖŕŗųśŬƜƅřœſƅŔƋŨƍƌŠƏśũŬſśƉŌƉƄƈƔƓśƅŔƏ

řŰŕŦƅŔƓžŕŮƈƅŔŘœƒŰŧŽƃŒŧœŕřŤŒ

śƓśƅŔ řŬƔœũƅŔ řƔŲũſƅŔ ũŗśŦśŬƑƆŷůƊŘŧƏŠƉŏŚŕƈŧŦƅŔƑŲũƈƅŔƉƈƓŗŕŠƔŏiquestƄŮŗĻŕƔƏƊŸƈƃũŧŁśřƔţŰƅŔũŕŗśŦŔiquestƜŦƉƈũŕŗśŦŔ Ɖƈ řƂŝŗƊƈƅŔ řŝƜŝƅŔ řƔŷũſƅŔ ŚŕƔŲũſƅŔřƊƔŸƆƅ ŚƊŧƏśŬ

ŘŧţŔƏƅŔřƔŧŕƔţƅŔ řƈƔƂƅŕŗ ŚŕųŬƏśƈƅŔ řƊũŕƂƈ iquestƜŦ Ɖƈ ƃƅŨƏřżƅŕŗƅŔƏƔŕƈƄśōƓ

ƏƃƍƕŒŗƒŰŧŽƃŒ ŚŕƈŧŦƅŔ ŘŧƏŠ ƉŏƇŬƂƊƔƏ ŧŕŸŗƗŔ ŧŧŸśƈ ũƔżśƈ Ɠƍ řƔţŰƅŔ

ŧŕŸŗŌřŝƜŝƑƅŏƒƏƊŸƈEgraveiquestƄŮŗ şƈŕƊũŗ iquestƜŦ Ɖƈ řƔŲũſƅŔ ƋŨƍ ũŗśŦśŬ13AMOSũŔŧŰƙŔ

ƇƁũ iquestƏŧŠƅŔ ƉĉƔŗƔƏ ƇƁũ iquestƄŮƅŔƏ ũŕŗśŦŔ şœŕśƊƑƅƏƗŔřƔŲũſƅŔ

13řƈƆƄAMOSƓƍraquoƅũŕŰśŦŔAnalysis of Moment StructuresƏƍƏ

řƔƆƄƔƎƅŔŚƛŧŕŸƈƅŔřŠŨƈƊřƔƊŕƄƈŏũžƏƔşƈŕƊũŗ

frac34ƍťŞƃŒƏƃƍƕŒŗƒŰŧŽƃŒŧœŕřŤŒŝőœřƈ

CFI RMRRMSEA

ŗƆƒƀƃŒCcedilfrac34ƒśƆřƃƏƄśƆƃŒŜŦƍƆƈƄƃťƒŞƉƈƑƆŷŌiquestƁŌƏŌƉƈiquestƁŌ

ƇŵŗŞřœƈƃŒŗƆƒƀƃŒŧœŕřŤƙŒ

ŗŞƒřƈƃŒŧƔŠiquestƔŝƈśŞŨƏƈƊƆƅ

ŧƔŠiquestƔŝƈśŞŨƏƈƊƆƅ


ƇƁũ iquestƄŮƅŔ iquestƜŦ Ɖƈ ƇƁũ iquestƏŧŠƅŔ Ə řţŰşśƊśŬƊƑƅƏƗŔ řƔŲũſƅŔƜƈƅŔ ũŮŎƈ Ɖƈ įiquestƄ ƇƔƁ Ɖŏ ŜƔţŉƉũŕƂƈƅŔ řƈ

CFIuumlƏ ƓƁŔƏŗƅŔ Ŷŗũƈƅ ƓŗŕŬţƅŔ ųŬƏƅŔ ũŨŠRMRyacuteũŨŠƏũƔŧƂśƅŔ ōųŦŶŗũƈƅƓŗŕŬţƅŔųŬƏƅŔRMSEAkƑƅŏũƔŮśŚƊŕƄ

ƉŌƅŔŞŨƏƈƊƆƅŧƔŠiquestƔŝƈśJoreskog amp Sorbom 1989 Hu amp Bentler 1995 Bentler 1992 MacCallum et al

1996ƑƆŷŌŕƎŸƔƈŠŚƊŕƄŤŕŗƊƏũƄŚƜƈŕŸƈƇƔƁƉŌƑƅŏřžŕŲŏ Ɖƈ ƇƁũ iquestƏŧŠƅŔ ƉĉƔŗƔ ŕƈƄƏƇŝ Ɖƈ iquestƏƂƅŔ ƉƄƈƔŏƉ

ūƔƔŕƂƈƅŔřŝƜŝƅŔ ƓƆŦŔŧƅŔ Śŕŗŝƅŕŗ Ŷśƈśś ĺŔ ƀŪũ ŕƈƄiquestƏƂƅŔ ŕƊƊƄƈƔŏřŝƜŝƑƅŏ ƇŬƂƊśřƔţŰƅŔŚŕƈŧŦƆƅřƄũŧƈƅŔ ŘŧƏŠƅŔƉ

ƓƍŧŕŸŗŌřƔŕŷũƅŔŕƈƄřƔţŰƅŔƀžŔũƈƅŔƏƓŗųƅŔũŧŕƄƅŔƏřƔţŰƅŔ ƇƁũiquestƄŮƅŔŢŲƏƔ ƇƁũiquestƏŧŠƅŔƏŪƏƈũũƔŮśŜƔţ q

ŪƏƈũ ũƔŮś ŕƈƊƔŗ ūƔƔŕƂƈƅŔ ŧƏƊŗ Ƒƅŏe ūŕƔƂƅŔ ŉŕųŦŌ ƑƅŏErrors of Measurement

ಳřƈƆƄCFIraquoƅũŕŰśŦŔƓƍThe Comparative Fit IndexřƈƆƄRMRraquoƅũŕŰśŦŔƓƍRoot Mean Square ResidualiřƈƆƄRMSEAraquoƅũŕŰśŦŔƓƍRoot Mean Square Error Of

Approximation

řţŰƅŔŘũŔŪƏƅřŸŗŕśƅŔƀŮƈŧřƊƔŧƈƓž

ŗƒšŮƃŒŘœƆťŤƄƃŗƂŧťƆƃŒŖťƍŞƄƃƐťƒƂƍřƃŒƑƄƆœŶƃŒfrac34ƒƄšřƃŒ

ƑſŮƈƅŔƓžřƔŗųƅŔŘŪƎŠƗŔŧŧŷ

ƓƊƂśƅŔŕƍŔƏśŬƈƏřƔŗųƅŔŘŪƎŠƗŔŘŧƏŠ ƑſŮƈƅŔŽũŻ

frac34ƍťŞƃŒƑƄŤŒťƃŒžœŪřƙŒŧœŕřŤŒŗŞƒřƈ

ťƍƈŕƃŒťťŵ frac34ƆœŶƆŢœŕƈƍŧƂ

4 061 6 0724 5 0675

řƔŲũſƅŔ ũŗśŦśŬ ƑƆŷůƊś ƓśƅŔ řƔƊŕŝƅŔŚŕƈŧŦƅŔ ŘŧƏŠ ƉŏƑŲũƈƅŔƉƈƓŗŕŠƔŏiquestƄŮŗĻŕƔƏƊŸƈƃũŧŁśřƔţŰƅŔũŕŗśŦŔiquestƜŦƉƈ

řŝƜŝƅŔ ŘŧƏŠƅŔ ŧŕŸŗƗ řŗŬƊƅŕŗ řƔŲũſƅŔ ƏƇŝ ƉƈŜƜŝ ũŕŗśŦŔŘŧţŔƏƅŔřƊƔŸƆƅŚƊŧƏśŬũŕŗśŦŔƇŔŧŦśŬŕŗƃƅŨƏƉƈ

řƔŧŕƔţƅŔřƈƔƂƅŕŗŚŕųŬƏśƈƅŔřżƅŕŗƅŔ) ΔϤϴϘϟ ώϠΒΗ

Neutral Value24ΚϴΣαΎϴϘϤϟϥαΎγϰϠϋΖΒδΘΣ

řƔţŰƅŔƑŲũƈƅŔũŴƊřƎŠƏƉƈřƔƊŔŧƔƈřŬŔũŧƓž ƅŔřƈŕŸƅŔƓžŕŮƈřţŰƅŔŘũŔŪƏƅřŸŗŕśƅŔ

37

frac34ƂŬƃŒŗƒšŮƃŒŘœƆťŤƄƃŗƂŧťƆƃŒŖťƍŞƄƃƐťƒƂƍřƃŒƑƄƆœŶƃŒfrac34ƒƄšřƃŒ

œƋťƍƈŕƍŗƒšŮƃŒŘœƆťŤƄƃŗƂŧťƆƃŒŖťƍŞƃŒťœŶŕŊ

ŖŧœŕŶƃŒŗŹœƒŮ

ũŧŕƁŉŕŗųƗŔƏŽŕŮśƄŔƑƆŷƉƓƊŕŸƔƓśƅŔřƆƄŮƈƅŔűƔũƈƅŔŕƎƊƈ

ŉŕŗųƗŔŕƎſŰƔƓśƅŔřƔƏŧƗŔ ƑſŮƈƅŔƓžřƔƏŧƗŔũžŔƏś

ƑſŮƈƅŔƓžűƔũƈƅŔŉŕſŮŘŧƏŠ ƑŲũƈƅŔŶƈŉŕŗųƗŔiquestƈŕŸśšŕśſƊƛŔ ƑŲũƈƅŔŶƈŉŕŗųƗŔiquestƈŕŸśřƈţũƅŔ

ŶƈŉŕŗųƗŔiquestƈŕŸśƑŲũƈƅŔƇŔũśţƛŔ űƔũƈƆƅŖƔŗųƅŔƌŰŰŦƔƒŨƅŔŚƁƏƅŔ

řƅŕţƅŔšũŮƅŖƔŗųƅŔƌŰŰŦƔƒŨƅŔŚƁƏƅŔűƔũƈƆƅřƔŲũƈƅŔ

ƑſŮƈƅŔƓžƉƔƆƈŕŸƅŔřƍŔŪƊ ƑſŮƈƅŔƑƅŏiquestŪƊƈƅŔƉƈřžŕŬƈƅŔ

ƑſŮƈƅŔƓžŉŕŗųƗŔŧŧŷ

q15 q16 q17

frac34ƍťŞƃŒ

ťŶŕƃŒ

řƔţŰƅŔřƔŕŷũƅŔŧŸŗ ƓŗųƅŔũŧŕƄƅŔŧŸŗ

řƔţŰƅŔƀžŔũƈƅŔŧŸŗ

ŗƒƈœśƃŒŗƒŰŧŽƃŒ řƔŲũſƅŔ ũŗśŦśŬ

ƑŲũƈƅŔƉƈƓŗŕŠƔŏiquestƄŮŗĻŕƔƏƊŸƈƃũŧŁśřƔţŰƅŔřŝƜŝƅŔ ŘŧƏŠƅŔ ŧŕŸŗƗ řŗŬƊƅŕŗ řƔŲũſƅŔ

řƔŷũžŚŕƔŲũžŘŧţŔƏƅŔřƊƔŸƆƅŚƊŧƏśŬũŕŗśŦŔƇŔŧŦśŬŕŗřƊũŕƂƈiquestƜŦřƔŧŕƔţƅŔřƈƔƂƅŕŗŚŕųŬƏśƈƅŔ

ΔϳΩΎϴΤϟNeutral Value

řƈŧŦƆƅřƄũŧƈƅŔŘŧƏŠƅŔƇƔƏƂśřƔţŰƅŔ

frac34ƍťŞƃŒ œƋťƍƈŕƍŗƒšŮƃŒŘœƆťŤƄƃŗƂŧťƆƃŒŖťƍŞƃŒťœŶŕŊ

ŖŧœŕŶƃŒ ŖŧœŕŶƃŒŗŹœƒŮ ŨƆŧ

ŖŧœŕŶƃŒ ťŶŕƃŒ

ũŧŕƁŉŕŗųƗŔűƔũƈƅŔŕƎƊƈ q01

řƔŕŷũƅŔřƔţŰƅŔ

ŉŕŗųƗŔŕƎſŰƔƓśƅŔřƔƏŧƗŔ q02 ƑſŮƈƅŔƓžřƔƏŧƗŔũžŔƏś q03

ƑſŮƈƅŔƓžűƔũƈƅŔŉŕſŮŘŧƏŠ q05 ƑŲũƈƅŔŶƈŉŕŗųƗŔiquestƈŕŸś q07

ũŧŕƄƅŔƓŗųƅŔ

ƑŲũƈƅŔŶƈŉŕŗųƗŔiquestƈŕŸś q08 ŶƈŉŕŗųƗŔiquestƈŕŸś q09

űƔũƈƆƅŖƔŗųƅŔƌŰŰŦƔƒŨƅŔŚƁƏƅŔ q10 řƅŕţƅŔšũŮƅŖƔŗųƅŔƌŰŰŦƔƒŨƅŔŚƁƏƅŔ

űƔũƈƆƅřƔŲũƈƅŔ q11

ƑſŮƈƅŔƓžƉƔƆƈŕŸƅŔřƍŔŪƊ q12 ƑſŮƈƅŔƑƅŏiquestŪƊƈƅŔƉƈřžŕŬƈƅŔ q13 ƀžŔũƈƅŔ

řƔţŰƅŔ ƑſŮƈƅŔƓžŉŕŗųƗŔŧŧŷ q14


38

ΎϫΎϧΩ ΔΑΎΠΘγϼϟ ρΎϘϧ ϊΑέ Ϧϣ ϥϮϜϣϭ Ύϫϼϋϭϰ ΔϤϴϘϟ ϥϮϜΘϓ

˰ϟΔϳϭΎδϣΔϳΩΎϴΤϟϭϰϮ Ϯϱ (ƔŕƈƄśōƓŗƒŰŧŽƃŒŗƒŵŧŽƃŒƕŒƏƃƍ

ƑƆŷƑƅƏƗŔřƔŷũſƅŔřƔŲũſƅŔůƊśƉŌřƔţŰƅŔřƔŕŷũƅŔŘŧƏŠƑŲũƈƅŔƉƈƓŗŕŠƔŏiquestƄŮŗĻŕƔƏƊŸƈƃũŧŁśƇƁũiquestƏŧŠƅŔŢŲƏƔƏ

řƔŲũſƅŔ ƋŨƍũŕŗśŦŔşœŕśƊ ƇƁũiquestƏŧŠƅŔƉƈŴţƜƊŜƔţ ƉŌ Ɖƈ iquestƁŌ řƔƅŕƈśţƛŔ řƈƔƂƅŔžřƔŷũſƅŔ řƔŲũſƅŔ řţŰ ŚŗŝƊ

ƉŌƒŌ ƑƅƏƗŔŗŕŠƔŏiquestƄŮŗ ĻŕƔƏƊŸƈƃũŧŁś řƔţŰƅŔ řƔŕŷũƅŔ ŘŧƏŠƓƑŲũƈƅŔƉƈƉŌƑŲũƈƅŔƃũŧƔŜƔţ ŉŕŗųƗŔƑƆŷ ŘũŧƂƅŔ ƇƎƔŧƅ

ŚƛŕţƆƅřƔƏŧƗŔřŗŬŕƊƈƑƅŏřžŕŲŏŧƔŠiquestƄŮŗűŔũƈƗŔůƔŦŮśŉŕŗųƗŔ ŕƎŰŦŮƔ ƓśƅŔ řƔŲũƈƅŔűƔũƈƅŔ ŉŕſŮ Ƒƅŏ ƒŧŎƔ ŕƈƈ

ŧƔŠiquestƄŮŗƑſŮƈƅŔƓžřƅƏƎŬŗřƔƏŧƗŔũžŔƏśƉŷƃƔƍŕƊ

ŗƒŰŧŽƃŒŗƒŵŧŽƃŒŗƒƈœśƃŒ řƔŲũſƅŔůƊś ƉŌ ƑƆŷ řƔƊŕŝƅŔ řƔŷũſƅŔƓŗųƅŔ ƇƁŕųƅŔ ŘŧƏŠ

ƑŲũƈƅŔƉƈƓŗŕŠƔŏiquestƄŮŗĻŕƔƏƊŸƈƃũŧŁśƇƁũiquestƏŧŠƅŔŢŲƏƔƏřƔŲũſƅŔƋŨƍũŕŗśŦŔşœŕśƊŜƔţũƎŴƔřƊũśƂƈƅŔřƔƅŕƈśţƛŔřƈƔƂƅŔƉŌƉƈiquestƁŌŚƊŧƏśŬřƈƔƂŗƏƇŝƉƈřƔŲũſƅŔƋŨƍřţŰşśƊśŬƊ

ųƅŔ ƇƁŕųƅŔ ŘŧƏŠ ƉƏƄũŧƔ ƑŲũƈƅŔ ƉŌ ƒŌƓŗŕŠƔŏ iquestƄŮŗ ƓŗƔ ŜƔţ ƒƏƊŸƈƏiquestƈŕŸśƇŔũśţŕŗ ƑŲũƈƅŔ Ŷƈ ŉŕŗųƗŔƉƏŷŔũƔƏ

ŕƈƄ ŕƎƅ řƂžŔũƈƅŔ řƔŬſƊƅŔ ƇƎśƅŕţƏ ƇƎŲũƈ ŽƏũŴƔ ŢƊƈƇƁŕųƅŔƓŗųƅŔƇƎŗ řƔŕƊŸƆƅƓžŕƄƅŔŚƁƏƅŔƑŲũƈƅŔŏƏ ƇƎŸŲƏƉŷ ƇƍũŕŗŦƓţŰƅŔ

frac34ƍťŞƃŒƏƃƍƕŒŗƒŵŧŽƃŒŗƒŰŧŽƃŒŧœŕřŤŒ

ŗƒƃœƆřšƙŒŗƆƒƀƃŒ žƍŧŽƃŒŧœŕřŤŒ

T-test ŗƒťœƒšƃŒŗƆƒƀƃŒ ƐŧœƒŶƆƃŒŻŒŧšƈƙŒ ƑŕœŪšƃŒűŪƍƃŒ ƃŒťŶŕ

13130000 131326062 2500 0592 3093 řƔŗųƅŔřƔŕŷũƅŔŘŧƏŠ

ŗƆƒƀƃŒŗƒƃœƆřšƙŒ žƍŧŽƃŒŧœŕřŤŒT-test ŗƒťœƒšƃŒŗƆƒƀƃŒ ƐŧœƒŶƆƃŒŻŒŧšƈƙŒ ƑŕœŪšƃŒűŪƍƃŒ ťŶŕƄƃŗƈƍƂƆƃŒťƍƈŕƃŒ

1313000 131322351 25 859 324 ũŧŕƁŉŕŗųƗŔƏűƔũƈƅŔŕƎƊƈƓƊŕŸƔƓśƅŔřƆƄŮƈƅŔŽŕŮśƄŔƑƆŷƉ

1313000 131318045 25 821 307 ŉŕŗųƗŔŕƎſŰƔƓśƅŔřƔƏŧƗŔ

1313000 131315781 25 905 305 ƑſŮƈƅŔƓžřƔƏŧƗŔũžŔƏś

1313000 131314910 25 903 302 ƑſŮƈƅŔƓžűƔũƈƅŔŉŕſŮŘŧƏŠ 1313ŗƃƙťƎƍřŪƆťƈŵĹœƒőœŮšōŗƃŒť

ŗƒŰŧŽƃŒŗƒŵŧŽƃŒŗśƃœśƃŒƉŌƑƆŷřŝƅŕŝƅŔřƔŷũſƅŔřƔŲũſƅŔůƊśřƔţŰƅŔƀžŔũƈƅŔŘŧƏŠ

ƑŲũƈƅŔƉƈƓŗŕŠƔŏiquestƄŮŗĻŕƔƏƊŸƈƃũŧŁśƇƁũiquestƏŧŠƅŔŢŲƏƔƏřƔŲũſƅŔ ƋŨƍũŕŗśŦŔşœŕśƊ ƉƈŴţƜƊŜƔţƇƁũiquestƏŧŠƅŔ ƉŌ

řƔţŰƅŔƀžŔũƈƅŔ ŘŧƏŠ ŧŸŗƅ řƔƅŕƈśţƛŔ řƈƔƂƅŔƋŧƏƊŗřƆƈŕƄŔŧŷ ŕƈũƔŦƗŔŧƊŗƅŔƑſŮƈƅŔŽũżŗųŗśũƈƅŔƉƈiquestƁŌžřţŰşśƊśŬƊřƔŲũſƅŔ ƋŨƍřƔţŰƅŔ ƀžŔũƈƅŔ ŘŧƏŠ ƉƏƄũŧƔ ƑŲũƈƅŔ ƉŌ ƒŌ

ƒƏƊŸƈƏ ƓŗŕŠƔŏ iquestƄŮŗƉƈ řƅƏƂŸƈ řžŕŬƈƅŔ ƇƍũŴƊ řƎŠƏ Ɖƈž

Ƒƅŏ iquestŪƊƈƅŔƑſŮƈƅŔŪƄũƈ Ɠž ƓžŕŮƈƅŔ ƋŨƍ ŶŲƏƈś ƇƄţŗ ŔŨƍƏřƊƔŧƈƅŔċŽŕƄ ŉŕŗųƗŔ ŧŧŷ ƉŌ ŧŠƊ ŕƈƄŘũžƏśƈ řƔŗųƅŔ ŘŪƎŠƗŔƏ

ŚŕſŰŔƏƈŗƏŘŧƔŠ

řţŰşśƊśŬƊřƂŗŕŬƅŔřƔŷũſƅŔŚŕƔŲũſƅŔũŕŗśŦŔşœŕśƊiquestƜŦƉƈřƔŬŕŬƗŔ řƔŲũſƅŔřŸŗŕśƅŔ řƈŕŸƅŔ ƓžŕŮƈƅŔ Ɠž ƑŲũƈƅŔ ƉŌ ƒŌ

ƊƔŧƈ Ɠž řţŰƅŔ ŘũŔŪƏƅřƔţŰƅŔŚŕƈŧŦƅŔ ŘŧƏŠ ƉƏƄũŧƔ ƀŮƈŧ řƒƏƊŸƈƏƓŗŕŠƔŏiquestƄŮŗřƈŧƂƈƅŔ


frac34ƍťŞƃŒŗƒƈœśƃŒŗƒŵŧŽƃŒŗƒŰŧŽƃŒŧœŕřŤŒŝőœřƈ

ŗƆƒƀƃŒŗƒƃœƆřšƙŒ

žƍŧŽƃŒŧœŕřŤŒT-test

ŗƒťœƒšƃŒŗƆƒƀƃŒ ƐŧœƒŶƆƃŒŻŒŧšƈƙŒ ƑŕœŪšƃŒűŪƍƃŒ ŧƒźřƆƃŒ

13130000 131313338 2500 0651 2834 ƓŗųƅŔƇƁŕųƅŔŘŧƏŠ



ŗƒťœƒšƃŒŗƆƒƀƃŒ ƐŧœƒŶƆƃŒŻŒŧšƈƙŒ ƑŕœŪšƃŒűŪƍƃŒ ŗƒŵŧŽƃŒťƍƈŕƃŒ

1313000 131311964 25 988 295 ƑŲũƈƅŔŶƈŉŕŗųƗŔiquestƈŕŸśšŕśſƊƛŔ

1313000 13139756 25 971 286 ƑŲũƈƅŔŶƈŉŕŗųƗŔiquestƈŕŸśřƈţũƅŔ

1313000 131310772 25 983 291 ƑŲũƈƅŔŶƈŉŕŗųƗŔiquestƈŕŸśƇŔũśţƛŔ

1313000 13135838 25 1044 273 űƔũƈƆƅŖƔŗųƅŔƌŰŰŦƔƒŨƅŔŚƁƏƅŔ

1313000 13136056 25 1038 274 řƔŲũƈƅŔ řƅŕţƅŔ šũŮƅ ŖƔŗųƅŔ ƌŰŰŦƔ ƒŨƅŔ ŚƁƏƅŔ

űƔũƈƆƅ 1313000 13137832 25 999 280 ƑſŮƈƅŔƓžƉƔƆƈŕŸƅŔřƍŔŪƊ

1313ŗƃƙťƎƍřŪƆťƈŵĹœƒőœŮšōŗƃŒť

frac34ƍťŞƃŒŗśƃœśƃŒŗƒŵŧŽƃŒŗƒŰŧŽƃŒŧœŕřŤŒŝőœřƈ

ŗƒƃœƆřšƙŒŗƆƒƀƃŒ žƍŧŽƃŒŧœŕřŤŒT-test


13130000 13137905 2500 0663 2701 řƔţŰƅŔƀžŔũƈƅŔŘŧƏŠ



1313000 131310628 25 960 289 ϰϔθϤϟϰϟϝΰϨϤϟϦϣΔϓΎδϤϟ

1313000 13137700 25 981 279 ϰϔθϤϟϲϓ˯ΎΒσϷΩΪϋ

1313000 13135215 25 999 270 ϰϔθϤϟϲϓΔϴΒτϟΓΰϬΟϷΩΪϋ

1313001 13133241 25 1002 262 ϲϨϘΘϟΎϫϮΘδϣϭΔϴΒτϟΓΰϬΟϷΓΩϮΟ

986 -018 25 107778 24993 ϰϔθϤϟϑήϏ



őœřƈƃŒordmordmordmŝ ƏƍƑŲũƈƅŔũŴƊřƎŠƏƉƈřƔţŰƅŔŚŕƈŧŦƅŔŘŧƏŠũƔżśƈƉŏ

Ɠƍ ŧŕŸŗŌ řŝƜŝ ƉƈŽƅōśƔ ŜƔţ ŧŕŸŗƗŔ ŧŧŸśƈ ũƔżśƈ ŘŧƏŠƀžŔũƈƅŔ ŘŧƏŠƏ ƓŗųƅŔ ƇƁŕųƅŔ ŘŧƏŠƏ řƔţŰƅŔ řƔŕŷũƅŔ

řƔţŰƅŔ ŘŧƏŠ řƈŕŸƅŔ ƓžŕŮƈƅŔ Ɠž ƑŲũƈƅŔ ƃũŧƔřƔţŰƅŔ ŚŕƈŧŦƅŔ

ƒƏƊŸƈƏƓŗŕŠƔŏiquestƄŮŗřŝƜŝƅŔŕƍŧŕŸŗƗ ƒŮƍřƃŒordmordmordmŘœ

ƉƔśŠƔśƊƅŔƑƆŷćŉŕƊŗƉƔśƂŗŕŬƅŔƔŕƈŗŜţŕŗƅŔƓŰƏƔśōƓ ŧŕŸŗƗŔŘŧŧŸśƈřƔţŰƅŔŚŕƈŧŦƆƅřƄũŧƈƅŔŘŧƏŠƅŔūŕƔƂƈƇŔŧŦśŬŔ

ƒŨƅŔƉŅƊƁŉŔũŠŏűũżƅ ƃƅŨƏ řƔũƏŬƅŔ řƔŗũŸƅŔ řœƔŗƅŔ ƑƆŷŕƎŠŨŕƈƊƓž iquestƏŕƊśśƓśƅŔŜƏţŗƅŔūŕƔƁřƄũŧƈƅŔ ŘŧƏŠƅŔ ũƔżśƈ

řƔţŰƅŔ ŚŕƈŧŦƆƅƐũŦŌ ċŚŔũƔżśƈ Ŷƈ ƌśŬŔũŧƅŕƈƔŬƛƓž ƓśƅŔ ŚŕŬŔũŧƅŔƐũŠśřƔŗũŸƅŔƏ ĻŕŰƏŰŦ řƔũƏŬƅŔ řœƔŗƅŔ Ɠž

ĻŕƈƏƈŷ ƑƆŷřŗŰƊƈƅŔŕƍŧƏƎŠƓžřţŰƅŔŘũŔŪƏũŔũƈśŬŔƉƔŬţśŘŧƏŠ

ŚŕƈŧŦřƔũƏŬƓžřƈŕŸƅŔƓžŕŮƈƅŔŕƈƔŬƛiquestŕţƓžĉƔƊŧƏŠƏřƅřƆƂśŬƈƌŗŮƏŌřƆƂśŬƈŚŕœƔƍƑƅŏƓžŕŮƈƅŔƋŨƍiquestƔƏţśűũſś

ŧƁ ƋũƏŧŗ ŔŨƍƏřƔţŰƅŔ ŕƎśŕƈŧŦƇƔŧƂśŉŕƂƅřƔƅŕƈ ĻŕƈƏŬũiquestƆƂƔřƔţŰƅŔŚŕƈŧŦƆƅ řƄũŧƈƅŔ ŘŧƏŠƅŔƉƈƇƏŬũƅŔ ƋŨƍiquestŗŕƂƔ Ƈƅŕƈ

Ŭţś řƔƅŕƈƅŔƉƔƋŨƍ Ɠž řƈŧƂƈƅŔ řƔţŰƅŔ ŚŕƈŧŦƅŔ ŘŧƏŠ ƓžƓžŕŮƈƅŔ

ŞŒŧƆƃŒordmordmordmŴgt ŞŔũſƅŔřƈŕŬŌřƔţŰƅŔřƔŕŷũƅŔŚŕƈŧŦŘŧƏŠƇƔƔƂś

ũŴƊ řƎŠƏ Ɖƈ řƔũƏŬ Ɠž ƓƅŕŸƅŔ ƇƔƆŸśƅŔ ŚŕƔſŮśŬƈ ƓžƑŲũƈƅŔƑŲũƈƅŔŕŲũūŕƔƂƅŞŨƏƈƊƀŮƈŧřŸƈŕŠřƆŠƈ

řƔƊƏƊŕƂƅŔƏřƔŧŕŰśƁƛŔƇƏƆŸƆƅ gt ŽƏũŬŦ iquestŕƈƄ ŧƈţƈ ƉƈƔŌ ŚŕƈŧŦƅŔ ƀƔƏŬś

řƔţŰƅŔ ŚŕƔſŮśŬƈƅŔ ŘũŔŧŏ Ɠž ƓŰŰŦśƅŔ ƇƏƆŗŧƅŔ ŜţŗŕƔƊŕųƔũŗƅŔŪƄũƈƅŔƙŔřƔƈƊśƆƅƒũŕŮśŬƛŔƓƅƏŧŔŧũřƔ

gt ƒũƄŗƅŔ ũŬŕƔ ũƈŕŝ řƔţŰƅŔ ŚŕƈŧŦƅŔ ƀƔƏŬśƉŕƈŷŶƔŪƏśƅŔƏũŮƊƆƅřƔƈƆŸƅŔƒũƏŪŕƔƅŔũŔŧ

gt ĺŔ ƀŪũ řƆŦƊ ŘŧƔŕŷ iquestƔƆţśƅŔ Ɠž ƉƔŝţŕŗƅŔ iquestƔƅŧƓœŕŰţƙŔŘũƍŕƂƅŔřſƅŎƈƅŔ

gt ƓŗŷŪƅŔŧƈţŪƔŕžƐƏśŬƈƅŉƜƈŸƅŔŚŕŸƁƏśƏŉŔũŊƓžřƆƈŕŸƅŔƒƏƆŦƅŔiquestŕŰśƛŔŚŕƄũŮƉƈřƈŧƂƈƅŔřƈŧŦƅŔŘŧƏŠ

ƉŧũƗŔ iquestŕƈŷƗŔ ŘũŔŧŏ Ɠž řƔƊŧũƗŔ řƆŠƈƅŔ

gt ŗƔŔũŻƒŪƏžřƓţŗũ ŭƈƍŧ ƇƔŸƊ ŧŗŷ ƉƔƈŌ ŧƅŕŦ ƉŬţƅŔŘũŕŗŠƏŗŌƓƊŕƍƏĺŔƓžƓƈƆŸƅŔŜţŗƅŔŖƔƅŕŬŌ

řƔƊŕŬƊƙŔƏřƔŷŕƈśŠƛŔƇƏƆŸƅŔƉŕƈŷiquestœŔƏũŔŧ gt ƓƅŕŬŸƅŔŖƔŧŌŧƈţƈŶƁŔƏƅŔũƔƏųśŚŕŗƆųśƈƏŶƁŔƏ

ƓţŰƅŔ ƓžŕƂŝƅŔ ũƔƏųśƅŔƏ ƓƈƆŸƅŔ ŜţŗƆƅ ƓƊųƏƅŔ ũƈśŎƈƅŔƀŮƈŧ

gt ƓƆŷ ƉŕƈƔƆŬ Ə ƇƏũŮŦƅŔ ŧƈţƈ ƀũſƅŔ ũŝŌřƈƜŸƆƅ ƃƆƎśŬƈƅŔ ŉƛƏ ƑƆŷ řƄũŧƈƅŔ ŘŧƏŠƅŔƏ ƃũŧƈƅŔ

řƔũŕŠśƅŔ řƔƊƏƊŕƂƅŔƏ řƔŧŕŰśƁƛŔ ƇƏƆŸƆƅ ƀŮƈŧ řŸƈŕŠ řƆŠƈ

gt ŭƏƄƏƔƍřƆƈŕŮƅŔŘŧƏŠƅŔŘũŔŧŏƑƆŷŚŕƂƔŗųśƓţŰƅŔŵŕųƂƅŔƏƒŧƈţƗŔŧƔŕŷƉŗiquestƜųŧŗŷŧŸŬŧƅŕŦ

ƉƏƈŠũśƈƅŔŧŸŬŪƔŪŸƅŔƉŕƈŷŶƔŪƏśƅŔƏũŮƊƆƅiquestœŔƏũŔŧ gt řƔũƏŬƅŔ řţŰƅŔ ŘũŔŪƏ řƔţŰƅŔ ŚŔũŮŎƈƅŔ

ŧŔŧũśŬƛŔ ťƔũŕśƉŔũƔŪţ řţŰƅŔ ŘũŔŪƏ Ɖƈ řƔũƏŬƅŔhttpmohgovsy

gt ƓƄũƄƅŔ ũŰŕƊ ŧƈţƈ ƇŕŬƏ ŘŧƏŠŚŕƈŧŦƅŔƉƔųŬƆžƓž řƔŬžŕƊśƅŔ ŘŪƔƈƅŔƀƔƂţśƑƆŷ ŕƍũŝŌ Ə řƔžũŰƈƅŔ

ƉœŕŗŪƅŔ Ə ƉƔƔũŔŧƙŔ ũŴƊ řƎŠƏ ƉƈũƔŻ ũƔśŬŠŕƈ řƅŕŬũƓƈƆŸƅŔŜţŗƅŔƏŕƔƆŸƅŔŚŕŬŔũŧƅŔřƔƆƄiquestƔƆŦƅŔřŸƈŕŠŘũƏŮƊƈ

iquestƔƆŦƅŔ gt ƉŕųƆŬ ƇƔŬƏ Ɠž řƈŧƂƈƅŔŚŕƈŧŦƅŔ ŘŧƏŠũƔƏųś

ƓƈƏƄţƅŔ iquestƔƆŦƅŔ ƑſŮśŬƈƔƅŕŷř řŸŬƅŔ ŘũŔŧŏ iquestƜŦ ƉƈřƔŠŕśƊƙŔiquestƔƆŦƅŔ řŸƈŕŠ iquestƔƆŦƅŔ ŕƔƆŸƅŔ ŚŕŬŔũŧƅŔ řƔƆƄ

ƓƈƆŸƅŔŜţŗƅŔƏ gt řƅŧŕŗŸƅŔ Ɖŕƈŝŷ iquestƜų Ə ũƏŮŕŷ ƉƔŬţŽŬƏƔ

ŕƔƆŸƅŔ ŚŕŬŔũŧƅŔ Ɠž řƔƈƔƆŸśƅŔ ŚŕƈŧŦƅŔ ŘŧƏŠ ūŕƔƁ řƅŕţ şƈŕƊũŗMBAŘŪżŗ řƔƈƜŬƙŔ řŸƈŕŠƅŔ Ɠž řŸƈŕŠ řƆŠƈƑŰƁƗŔ

[14] Andaleeb S (2000) Public and Private Hospitals in Bangladesh service quality and predictors of hospital choice Health Policy and Planning 15(1) 95-102

[15] Babakus E amp Mangold W (1992) Adapting the SERVQUAL scale to hospital services an empirical investigation Health Services Research 26(6) 767-786

[16] Bentler P M (1992) On the fit of models to covariances and methodology to the Bulletin Psychological Bulletin 112(3) 400-404


[17] Bhandari L (2006) Social infrastructure urban health and education Retrieved June 15 2011 from httpwww3inetworkorgreportsIIR2006Social_Infrapdf

[18] Bolton R amp Drew J (1988) A model of perceived service value technical note 88-420 Waltham MA GTE Laboratories

[19] Bos A Vosselman N Hoogstraten J amp Prahl-Andersen B (2005) Patient Compliance A Determinant of Patient Satisfaction Angle Orthodontist 75(4) 526531

[20] Calnan M (1988) Towards a conceptual framework of lay evaluation of health care Social Sciences and Medicine 27(9) 927-933

[21] Choi K-S Cho W-H Lee S Lee H amp Kim C (2004) The relationships among quality value satisfaction and behavioral intention in health care provider choice A South Korean study Journal of Business Research 57(8) 913 921

[22] Donabedian A (1992) Defining and measuring the quality of health care Williams amp Wilkins Baltimore MD

[23] Dutton D B Gomby D amp Fowles J (1985) Satisfaction with Childrens Medical Care in

Six Different Ambulatory settings Medical Care 23(7) 894-912

[24] Elleuch A (2008) Patient satisfaction in Japan International Journal of Health Care Quality Assurance 21(7) 692-705

[25] Fitzpatrick R (1991) Survey of patient satisfaction I- important general considerations BMJ 302(6781) 887-889

[26] Gill L amp White L (2009) A critical review of patient satisfaction Leadership in Health Services 22(1) 8-19

[27] Haddad S Founier P amp Potvin L (1998b) Measuring lay peoples perceptions of the quality of primary health care services in developing countries Validation of a 20-item scale International journal for Quality in Health Cam 10(2) 93-104

[28] Haddad S Fournier P Machouf N amp Yatara F (1998a) What does quality mean to lay people Community perceptions of primary care services in Guinea Social Science and Medicine 47(3) 381-394

[29] Haddad S Potvin L Roberge D Pineault R amp Remondin M (2000) Patient perception of quality following a visit to a doctor in a primary care unit Family Practice 17(1) 21-29

[30] Hu L-T amp Bentler P M (1995) Evaluating model fit In R Hoyle (Ed) Structural equation modeling Concepts issues and

applications (pp 7699) Thousand Oaks CA Sage

[31] Jawahar S K (2007) A Study on out Patient Satisfaction of a Super Specialty Hospital in India Internet Journal of Medical Update 2(2) 13-17

[32] Jenkinson C Coulter A Bruster S Richards N amp Chandola T (2002) Patients experiences and satisfaction with health care Quality and Safety in Health Care 11(4) 335-339

[33] Joumlreskog K G amp Soumlrbom D (1989) LISREL 7 users reference guide Chicago Scientific Software

[34] Kilincer C amp Zileli M (2006) Visual Analog patient Satisfaction Scale Balkan Medical Journal 23(3) 113-118

[35] Kotler P amp Armstrong G (1994) Marketing Management Analysis planning Implementation and Control New Jersy Hall Engle wood cliffs

[36] Lim P C amp Tang N (2000) A study of patients expectations and satisfaction in Singapore hospitals International Journal of Health Care Quality Assurance 13(7) 290-299

[37] MacCallum R C Browne M W amp Sugawara H M (1996) Power analysis and determination of sample size for covariance structure modeling Psychological Methods 1(2) 130-149

[38] Naidu A (2009) Factors affecting patient satisfaction and healthcare quality International Journal of Health Care Quality Assurance 22(4) 366-381

[39] Nakijima H (1997) Better Health Through better life of Recourses World Health The Magazine of (WHO) 50th year(5) 9-10

[40] Palmer R (1991) Considerations in defining quality of care Health Administration Press Ann Arbor MI

[41] Parasuraman A Berry L amp Zeithaml V (1993) More on improving service quality measurement Journal of Retailing 69(1) 140-147

[42] Parasuraman A Zeithaml V amp Berry L (1985) A conceptual model of service quality and its implications for future research Journal of Marketing 49(4) 41-50

[43] Parasuraman A Zeithaml V amp Berry L (1988) SERVQUAL a multiple-item scale for measuring consumer perceptions of service quality Journal of Retailing 64(1) 12-40

[44] Parasuraman A Zeithaml V amp Berry L (1991) Refinement and reassessment of the

řƔƊŕŬƊƙŔŚŕŬŔũŧƅŔƏŜƏţŗƆƅŉŕƁũŪƅŔřƆŠƈocircŧƆŠƈƅŔũŮŷŜƅŕŝƅŔocirciquestƏƗŔŧŧŸƅŔϮϬϭϯ

SERVQUAL scale Journal of Retailing 67(4) 420-450

[45] Parasuraman A Zeithaml V amp Berry L (1994a) Alternating scales for measuring service quality a comparative assessment based on psychometric and diagnostic criteria Journal of Retailing 70(3) 201-230

[46] Parasuraman A Zeithaml V amp Berry L (1994b) Reassessment of expectations as a comparison standard in measuring service quality implications for further research Journal of Marketing 58(1) 111-124

[47] Rao K Peters D amp Bandeen-Roche K (2006) Towards Patient-centred health services in India a scale to measure patients perception of quality International Journal for Quality in Health Care 18(6) 414-421

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[52] Sofaer S amp Firminger K (2005) Patient perceptions of the quality of health services Annual Review of Public Health 26( April) 513-559

[53] Sohail M S (2003) Service quality in hospitals more favourable than you might think Managing Service Quality 13(3) 197-206

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[58] Wilde-Larsson B amp Bergstrom K (2005) Adolescents perception of the quality of

orthodontic treatment Scandinavian Journal of Caring Sciences 19(2) 95-101

[59] Zeithaml V (1988) Consumer perceptions of price quality and value a means-end model and synthesis of evidence Journal of Marketing 52(3) 2-22

[60] Zeithaml V Berry L amp Parasuraman A (1993) The nature and determinants of customer expectations of service Journal of the Academy of Marketing Science 21(1) 1-12

[61] Zeithaml V Berry L amp Parasuraman A (1996) The behavioural consequences of service quality Journal of Marketing 60(2) 31-46

[62] Zeithaml V Parasuraman A amp Berry L (1985) Problems and strategies in services marketing Journal of Marketing 49(2) 33-46

[63] Zeithaml V Parasuraman A amp Berry L (1990) Delivering Quality Service Balancing Customer Perceptions and Expectations New York Free Press


šƚƆƃŒordmordmž ŕřŪŒƈœŗ

ƒŪƔŪŷƓśŪƔŪŷŌƉŷřŬŔũŧŉŔũŠŏƒƏƊŗƆťƀƆƃŒŗƒšŮƃŒŘœƆťŤƃœŕƏŰŧƆƃŒŇŒŧňƑżœŬƆƃŒƑż

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ŽũŷŌƛ ƓśƅŔƇŕŷiquestƄŮŗ

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ŘŧƔŠũƔŻ ŽũŷŌƛ ŕƈŧţƑƅŏŘŧƔŠ ŘŧƔŠ ƑſŮƈƅŔŕƎƈŧƂśƓśƅŔřƔƏŧƗŔ 4

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ċŽŕƄũƔŻ ŽũŷŌƛ ŕƈŧţƑƅŏċŽŕƄ ċŽŕƄ ƇƍŕŲũƈƅŉŕŗųƗŔƌŰŰŦƔƒŨƅŔŚƁƏƅŔ 10

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ƉƏƎƔŪƊ ƑſŮƈƅŔŔŨƍƓžƉƏƆƈŕŸƅŔ 12

řƅƏƂŸƈŚŬƔƅ ŽũŷŌƛ ŕƈŧţƑƅŏřƅƏƂŸƈ řƅƏƂŸƈ ƑſŮƈƅŔƑƅŏƃśƔŗƉƈřžŕŬƈƅŔ 13

ċŽŕƄũƔŻ ŽũŷŌƛ ŕƈŧţƑƅŏċŽŕƄ ċŽŕƄ ƑſŮƈƅŔŔŨƍƓžŉŕŗųƗŔŧŧŷ 14

ċŽŕƄũƔŻ ŽũŷŌƛ ŕƈŧţƑƅŏċŽŕƄ ċŽŕƄ ŧŧŷƑſŮƈƅŔƋŨƍƓžřƔŗųƅŔŘŪƎŠƗŔ 15

ũƔŻŘŧƔŠ ŽũŷŔƛ ŕƈŕŷƏƊŘŧƔŠ ŘŧƔŠ ƃƔŌũŗ ĻŕƔƊƂśŘũƏųśƈƏŘŧƔŠƑſŮƈƅŔƓžŘŪƎŠƗŔiquestƍ 16

ċŽŕƄũƔŻ ŽũŷŌƛ ŕƈŧţƑƅŏċŽŕƄ ċŽŕƄ ƃƔŌũŗũŕŴśƊƛŔŽũŻŧŧŷƏƓŗųƅŔůţſƅŔŽũŻ

ƏƑſŮƈƅŔŽũŻ 17

ŜţŕŗƅŔ

ŧŗƓƆŷŧƏƈţƈƇŕŬ

řƔƊŕŬƊƙŔŚŕŬŔũŧƅŔƏŜƏţŗƆƅŉŕƁũŪƅŔřƆŠƈocircũŮŷŜƅŕŝƅŔŧƆŠƈƅŔocirciquestƏƗŔŧŧŸƅŔ

32

ŗƒšŮƃŒŗƆťŤƄƃŗƂŧťƆƃŒŖťƍŞƃŒƅƒƍƀřƏŰŧƆƃŒŧŲƈŗƌŞƍƇƆŗƒƈŒťƒƆŗŪŒŧťƑż ƃŒƑżœŬƆŗƆœŶƃŒŗšŮƃŒŖŧŒŨƍƃŗŶŕœřƃŒžŬƆťŗƈƒťƆƑż

ũƏśƄŧƅŔŧƏƈţƈƇŕŬŗƓƆŷ

ŧƎŸƈƅŔƔũƏŬƀŮƈŧiquestŕƈŷƗŔŘũŔŧƙƓƅŕŸƅŔŕ

ƃŒŭŤƄƆ ŸƔĉŧ ƇƔƏƂś ŘŧƏŠ ŚŕƈŧŦƅŔ řƔţŰƅŔ Ɖƈ ŚŔũŮŎƈƅŔ řƈŕƎƅŔ ƓśƅŔ ŧƊśŬƔ ŏŕƎƔƅ ŵŕƊŰ ũŔũƂƅŔ Ɠž řƔƆƈŷ ũƔƏųś ŘŧƏŠ ŚŕƈŧŦƅŔ řƔţŰƅŔ Ɠž ƓžŕŮƈƅŔŕƎƊƔŬţśƏŽŧƎś ƋŨƍ řŬŔũŧƅŔ řƈŧŦƆƅřƄũŧƈƅŔ ŘŧƏŠƅŔũƔżśƈ ŕƎƔƅŏ ƇŬƂƊƔƓśƅŔ ŧŕŸŗƗŔŧƔŧţśũŴƊřƎŠƏƉƈřƔţŰƅŔ ƑŲũƈ

ĻŔŧŕƊśŬŔƃƅŨƏƀŮƈŧřƊƔŧƈƓžřƈŕŸƅŔƓžŕŮƈƅŔŏŞŨƏƈƊƑƅHaddad et al1998bƑƅŏřŬŔũŧƅŔƋŨƍƑŸŬśŕƈƄ ƇƔƏƂś ŘŧƏŠƅŔ řƄũŧƈƅŔ Ɖƈ ƑŲũƈƅŔ ŚŕƈŧŦƆƅ řƔţŰƅŔ řƈŧƂƈƅŔ Ɠž ƓžŕŮƈƅŔ řƈŕŸƅŔ řŸŗŕśƅŔ ŘũŔŪƏƅ řţŰƅŔ Ɠž řƊƔŧƈ ƀŮƈŧƒũĆŠEcircŌŧƁƏ ŉŕŰƂśŬŔƇŔŧŦśŬŕŗ řƊŕŗśŬƛŔ

ŜƔţ űŦƈś ƌƊŷ ŘũŕƈśŬŔ řţƅŕŰ iquestƔƆţśƆƅ ƒŧƔƄƏśƅŔƓƆƈŕŸƅŔ iquestƔƆţśƅŔ ƇŔŧŦśŬŕŗƏConfirmatory Factor Analysis ƉƈŲřƔƆƔƄƔƎƅŔřƅŧŕŸƈƅŔřŠŨƈƊşƎƊƈStructural Equation ModelingřŬŔũŧƅŔŚƆŰƏśŞŨƏƈƊŧƔƄōśƑƅŏHaddad et al1998b ŜƔţ

ƉŏŰƅŔřƈŧŦƆƅřƄũŧƈƅŔŘŧƏŠƅŔũƔżśƈƏŧŕŸŗƗŔŧŧŸśƈũƔżśƈƏƍřƔţƕŔŧŕŸŗƗŔƑƅŏřƔţŰƅŔřƈŧŦƆƅřƄũŧƈƅŔŘŧƏŠƅŔƇŬƂƊśśřƔ řƔŕŷũƅŔŘŧƏŠřƔţŰƅŔ ƏƓŗųƅŔ ũŧŕƄƅŔ ŘŧƏŠ ƏřƔţŰƅŔ ƀžŔũƈƅŔ ŘŧƏŠ ĆŬŔ ŕƈƄŁśŇŦĊŧŘŧƏŠƅŔ ƇƔƏƂśƅ ŘŧţŔƏƅŔ řƊƔŸƆƅŚƊŧƏśŬ ũŕŗśŦŔ Ƈ řƈŧŦƆƅ řƄũŧƈƅŔ

ƑƅŏşœŕśƊƅŔŚũŕŮŌŜƔţƑŲũƈƅŔũŴƊřƎŠƏƉƈřƔţŰƅŔ ƉŌ ƑŲũƈƅŔ ƉƏƄũŧƔ iquestƄŮŗ ƓŗŕŠƔŏ ŘŧƏŠ řƈŧŦƅŔ řƔţŰƅŔ řŝƜŝƅŔŕƍŧŕŸŗōŗ ŔŨƍƏƓţŰƅŔŵŕųƂƅŔũƔƏųśƅŕƎŠƈŕƊũŗƓžřƔũƏŬƅŔřţŰƅŔŘũŔŪƏŧƏƎŠŶƈƇŠŬƊƔ

ƃŒŘœƆƄƂƃŒŗƒšœřŽƆƓţŰƅŔƀƔƏŬśƅŔřƔţŰƅŔřƈŧŦƆƅřƄũŧƈƅŔŘŧƏŠƅŔŘŧƏŠƅŔ

ťƔũŕśŔŜţŗƅŔƇƜśŬŜţŗƅŔiquestƏŗƁťƔũŕśƏ

ŗordmordmƆťƀƆƃŒƉƈƇŻũƅŔƑƆŷƓžƇŕƈśƍƛŔŉŧŗŚƆśƓśƅŔřƔƊƈŪƅŔŘũśſƅŔiquestƏų

ŜţŗƅŔƉŌƛŏ ųŬŗƈƅŔƏ ƇŕŸƅŔ ŕƎƈƏƎſƈŗ ŘŧƏŠƅŔƓžŜţŗƅŔƏ řŗŕśƄƅŔŚŕƈŧŦƅŔ iquestŕŠƈ ƓžřƔţŰƅŔ ŚŕƈŧŦƅŔ Ɠž ĻŔŧƔŧţśƏ ƛƔiquestŔŪ

ĻŕŷƏŲƏƈĻŕŝƔŧţ Ƈŕŷ Ƒśţ ƌţƈƜƈ ũƎŴś ƇƅƏŕƈŧƊŷƃƅŕƊƍŚţŗŰŌƈŠƈƓžŘŧƏŠƅŔƀƔŗųśŘũƏũŲƅŘƏŷŧŚŕƈŧŦƅŔiquest

řƔţŰƅŔŚŕƈŧŦƅŔŕƎƊƈƏƒũƄŗƅŔŸśŧƓžŕŮƈƅŔƓž řƈŧƂƈƅŔ řƔţŰƅŔŚŕƈŧŦƅŔƓžƑŲũƈƅŔ ŉŔũŊ

řƔţŰƅŔřƈŧŦƅŔŘŧƏŠƇƔƏƂśƓžřƈŕƎƅŔŶƔŲŔƏƈƅŔƉƈJenkinson

et al 2002ũƏũƈƅŔ ũƏŧƉŷƃƔƍŕƊ ŗřƔţŰƅŔ řƈŧŦƅŔ řŗũŠśƜŸƅŕŗƇŔŪśƅƛŔŜƔţƉƈƑŲũƈƅŔƃƏƆŬƓžiquestƈŕŸśƅŕŗũŔũƈśŬƛŔƏŞ

řƔţŰƅŔ řƈŧŦƅŔ ŧƏŪƈ ŶƈƌŬſƊŚŕŠũŦƈƅŔƏ řƔţŰƅŔ řƅŕţƅŔƏ řƔŗųƅŔSofaer amp Firminger 2005 Wilde-Larsson amp

Bergstrom 2005

Ɠž řƔţŰƅŔ ŚŕƈŧŦƆƅ řƄũŧƈƅŔ ŘŧƏŠƅŔ ƇƔƏƂśƅ ƓƊŸžŧ ŕƈ ƉŏƏƍƀŮƈŧřƊƔŧƈƓžřţŰƅŔŘũŔŪƏƅřŸŗŕśƅŔřƈŕŸƅŔƓžŕŮƈƅŔŖŕŗŬƗŔ

ƕŔśřƔ iquestƄiquestŔƏƈƗŔƉƈŘŧƔŔŪśƈƏŘũƔŗƄźƅŕŗƈřƔũƏŬƅŔřƈƏƄţƅŔũƈŝśŬś

ƓţŰƅŔŵŕųƂƅŔƓžƇŕŷƇŕŷƓſžŘũŔŪƏřŰţŚżƆŗ řŗŬƊ řƈŕŸƅŔ řƊŪŔƏƈƅŔ Ɖƈ řţŰƅŔ ƈƅŔŎŚŔũŮ

řƔţŰƅŔŘŧŷiquestŔƏƈƗŔ ƋŨƍƉƈřƈƏƄţƅŔŽŧƎśŜƔţũƏƈŌŔ ŚŕƈŧŦƅŔ ŘŧƏŠ ũƔƏųś ŕƍŧţŌƓž řƈŧƂƈƅŔ řƔţŰƅ

řƈŕŸƅŔƓžŕŮƈƅŔ ŧƔŧţś Ɠž ŚŕƈŧŦƅŔ ŘŧƏŠƅ ƑŲũƈƅŔ ƃũŔŧŏ řƔƈƍŌƇƄţƅŔƑƆŷ

řƈŕŸƅŔƓžŕŮƈƅŔƓžřƈŧƂƈƅŔřƔţŰƅŔŚŕƈŧŦƅŔŘŧƏŠ ƓžřƔţŰƅŔŚŕƈŧŦƆƅřƄũŧƈƅŔŘŧƏŠƅŔŚƅƏŕƊśƓśƅŔŜƏţŗƅŔŘũŧƊ

řƔũƏŬ


33






































34






































35




















Validity


















řƊŬ




545 369 Ɖƈ


36



















CFI RMRRMSEA














Approximation







4 061 6 0724 5 0675






37











q15 q16 q17

frac34ƍťŞƃŒ

ťŶŕƃŒ






















38




















































1313000 13137700 25 981 279 ϰϔθϤϟϲϓ˯ΎΒσϷΩΪϋ



986 -018 25 107778 24993 ϰϔθϤϟϑήϏ


































































































ũƄŨƑŝƊŌ



ŘŪŕŠŏ


ũƈŸƅŔ









44









3














ƇƎŲũƈ 11









ŜţŕŗƅŔ



33






































34






































35




















Validity


















řƊŬ




545 369 Ɖƈ


36



















CFI RMRRMSEA














Approximation







4 061 6 0724 5 0675






37











q15 q16 q17

frac34ƍťŞƃŒ

ťŶŕƃŒ






















38




















































1313000 13137700 25 981 279 ϰϔθϤϟϲϓ˯ΎΒσϷΩΪϋ



986 -018 25 107778 24993 ϰϔθϤϟϑήϏ


































































































ũƄŨƑŝƊŌ



ŘŪŕŠŏ


ũƈŸƅŔ









44









3














ƇƎŲũƈ 11









ŜţŕŗƅŔ



34






































35




















Validity


















řƊŬ




545 369 Ɖƈ


36



















CFI RMRRMSEA














Approximation







4 061 6 0724 5 0675






37











q15 q16 q17

frac34ƍťŞƃŒ

ťŶŕƃŒ






















38




















































1313000 13137700 25 981 279 ϰϔθϤϟϲϓ˯ΎΒσϷΩΪϋ



986 -018 25 107778 24993 ϰϔθϤϟϑήϏ


































































































ũƄŨƑŝƊŌ



ŘŪŕŠŏ


ũƈŸƅŔ









44









3














ƇƎŲũƈ 11









ŜţŕŗƅŔ



35




















Validity


















řƊŬ




545 369 Ɖƈ


36



















CFI RMRRMSEA














Approximation







4 061 6 0724 5 0675






37











q15 q16 q17

frac34ƍťŞƃŒ

ťŶŕƃŒ






















38




















































1313000 13137700 25 981 279 ϰϔθϤϟϲϓ˯ΎΒσϷΩΪϋ



986 -018 25 107778 24993 ϰϔθϤϟϑήϏ


































































































ũƄŨƑŝƊŌ



ŘŪŕŠŏ


ũƈŸƅŔ









44









3














ƇƎŲũƈ 11









ŜţŕŗƅŔ



36



















CFI RMRRMSEA














Approximation







4 061 6 0724 5 0675






37











q15 q16 q17

frac34ƍťŞƃŒ

ťŶŕƃŒ






















38




















































1313000 13137700 25 981 279 ϰϔθϤϟϲϓ˯ΎΒσϷΩΪϋ



986 -018 25 107778 24993 ϰϔθϤϟϑήϏ


































































































ũƄŨƑŝƊŌ



ŘŪŕŠŏ


ũƈŸƅŔ









44









3














ƇƎŲũƈ 11









ŜţŕŗƅŔ








4 061 6 0724 5 0675






37











q15 q16 q17

frac34ƍťŞƃŒ

ťŶŕƃŒ






















38




















































1313000 13137700 25 981 279 ϰϔθϤϟϲϓ˯ΎΒσϷΩΪϋ



986 -018 25 107778 24993 ϰϔθϤϟϑήϏ


































































































ũƄŨƑŝƊŌ



ŘŪŕŠŏ


ũƈŸƅŔ









44









3














ƇƎŲũƈ 11









ŜţŕŗƅŔ



38




















































1313000 13137700 25 981 279 ϰϔθϤϟϲϓ˯ΎΒσϷΩΪϋ



986 -018 25 107778 24993 ϰϔθϤϟϑήϏ


































































































ũƄŨƑŝƊŌ



ŘŪŕŠŏ


ũƈŸƅŔ









44









3














ƇƎŲũƈ 11









ŜţŕŗƅŔ

























1313000 13137700 25 981 279 ϰϔθϤϟϲϓ˯ΎΒσϷΩΪϋ



986 -018 25 107778 24993 ϰϔθϤϟϑήϏ


































































































ũƄŨƑŝƊŌ



ŘŪŕŠŏ


ũƈŸƅŔ









44









3














ƇƎŲũƈ 11









ŜţŕŗƅŔ


































































































ũƄŨƑŝƊŌ



ŘŪŕŠŏ


ũƈŸƅŔ









44









3














ƇƎŲũƈ 11









ŜţŕŗƅŔ





























































ũƄŨƑŝƊŌ



ŘŪŕŠŏ


ũƈŸƅŔ









44









3














ƇƎŲũƈ 11









ŜţŕŗƅŔ






























ũƄŨƑŝƊŌ



ŘŪŕŠŏ


ũƈŸƅŔ









44









3














ƇƎŲũƈ 11









ŜţŕŗƅŔ








ũƄŨƑŝƊŌ



ŘŪŕŠŏ


ũƈŸƅŔ









44









3














ƇƎŲũƈ 11









ŜţŕŗƅŔ



44









3














ƇƎŲũƈ 11









ŜţŕŗƅŔ
