A Study of Customer Satisfaction Towards Service Quality in Airasia Malaysia- Eng, Lee, Tan, & Yeoh (2012)

7/21/2019 A Study of Customer Satisfaction Towards Service Quality in Airasia Malaysia- Eng, Lee, Tan, & Yeoh (2012)

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i~yrhfnzy dnnby js |zhucbcdk jndnecry adb ynzuciny rh| he cry imayy$ Ynzucin q~amcrs

znfacdy nyyndrcam cd znemnircdk yamny |zhecrajcmcrs adb y~yracdajcmcrs he r`n eczf$ R`cy

iznarny ad arrndrchd ehz r`n znynazi`nzy rh cdunyrckarn r`n ons eairhzy ràr aeenir r`n

i~yrhfnz yarcyeairchd cd ynzucin q~amcrs he r`n aczmcdny cdb~yrzs$ R`n aczmcdny

hzkadcwarchd jncdk cdunyrckarnb cy AczAyca Famasyca b~n rh cry cbndrcrs he a mhiam

ihf|ads adb imayyceciarchd he MII$ @ndin- r`cy yr~bs acfy rh bnrnzfcdn r`n

yckdceciadin he ihdrzcj~rcdk eairhzy rh{azby i~yrhfnz yarcyeairchd adb ynzucin q~amcrs

he AczAyca Famasyca$


16/114




pcu

R`n hunzamm |~z|hyn he r`n r`nycy cy adamswnb ezhf bceenzndr |nzy|nircuny7 js cbndrscdk

r`n eairhzy r`ar ihdrzcj~rn rh{azby i~yrhfnz yarcyeairchd adb ynzucin q~amcrs cd

AczAyca ay {nmm ay js cdunyrckarcdk r`n znmarcun yckdceciadin he r`n i~yrhfnz

yarcyeairchd adb ynzucin q~amcrs bnrnzfcdadry$ R`n znynazi`ny `aun bcyrzcj~rnb :


17/114




\akn 1 he 30

I@A\RNZ 17 ZNYNAZI@ HUNZUCN[

1$


18/114




\akn : he 30

Jaynb hd ^`nzno (:


19/114




\akn 9 he 30

Aiihzbcdk rh AczAyca Kzh~|- r`n ehmmh{cdk rajmn bcy|masy r`n rhram |ayyndknzy he

AczAyca jnr{nnd :


20/114




\akn 2 he 30

Cd hzbnz rh e~mecmm r`n i~yrhfnzy dnnby- r`n ~mrcfarn ihdinzd ehzAczmcdny Ihz|hzarchd

cy r`n ynzucin heenznb$ R`n ihdrzcj~rcdk eairhz ehz r`n marrnz cy b~n rh r`n eair ràr hdms

yarcyecnb i~yrhfnzy {cmm àun r`n cdrndrchd he zn|nar |~ziàyn (G~y~e- :


21/114




\akn > he 30

1$: \zhjmnf YrarnfndrA ehi~y he q~amcrs cy iz~icam rh ynzucin j~ycdnyy adb cr `ay airnb ay a jayci ehz

hzkadcwarchd rh y~zucun r`n ihf|nrcrchd- knr yhicnrsy aiin|radin adb jn ajmn rh

ai`cnun cry fcyychdy (Daramcya % Y~jzhrh- :


22/114




\akn 5 he 30

Ihdunzynms- ay ehhb ynzuny ay hdn he r`n jayci `~fad dnnby- r`n |ayyndknzy rndb rh

ihf|azn adb nuam~arn r`n EY hd jhazb {cr` r`ncz |nzyhdam ihdy~f|rchd np|nzcndin-

jn cr js r`n aczmcdny ihf|adcny hz hr`nz ehhb adb jnunzakn ihf|adcny$ Ehz hunzamm-

r`nyn ycp bcfndychdy {nzn jn cdunyrckarnb js znynazi`nzy rh àun a imnaznz

~dbnzyradbcdk hd IY rh{azby r`n YQ he AczAyca Famasyca$

1$9 Znynazi` Hjgnircuny

1$9$1 Kndnzam HjgnircunyR`n |~z|hyn he r`cy yr~bs cy rh cbndrces r`n znmarchdy`c| he r`n eairhzy ràr aeeniry r`n

IY adb YQ cd AczAyca$ R`n eairhzy cdim~bn RE- yi`nb~mn- ynzuciny |zhucbnb js KY-

ynzuciny |zhucbnb js EA- HY adb EY$

Cd rnzfy he RE- ynunzam znynazi`nzy àun akznnb ràr dhr hdms r`n |madny adb r`n

emck`r yi`nb~mcdk- j~r hr`nz radkcjmn adb cdradkcjmn eairhzy y~i` ay rcionr |zcin- cd

emck`r ynzucin- nf|mhsnn arrcr~bny- eaicmcrcny adb r`n rcionr |zhinb~zny azn ons

ihdrzcj~rcdk eairhzy {`ci` cdem~ndin r`n bnicychd faocdk rh ynmnir r`n aczmcdny

ynzucin (\zh~yyamhkmh~ % Oh||nmfad- 133>? Oadaeadc % K`hjzcam- 133>?

I~ddcdkàf- Sh~dk- % Mnn- :


23/114




\akn ; he 30

Fhznhunz- ynzuciny |zhucbnb js KY azn air~amms nuam~arnb js r`n znam ynzuciny r`ar

kcund cd rnzfy he r`n emck`r ihdrnpr {`ci` {cmm kacd r`n yarcyeairchd he r`n |ayyndknzy

ehz r`n hunzamm emck`r np|nzcndiny (Hmcunz- 1339#$

Ihdunzynms- r`n ynzuciny |zhucbnb js EA ajh~r r`n emck`r yi`nb~mn hz r`n cdbcucb~am

arrndrchd fck`r |zhb~in a kznarnz yarcyeairchd adb amyh {cr` ad h|rcfcyrci nfhrchd

mcdonb b~zcdk r`n emck`r (Izhf|rhd % Mhun- 133>#$

E~zr`nzfhzn- aiihzbcdk rh Mc~ (:


24/114




\akn 0 he 30

(u# Rh cbndrces r`n bnkznn he hdmcdn ynzuciny rh{azby i~yrhfnz yarcyeairchd cdynzucin q~amcrs he AczAyca$

(uc# Rh cbndrces r`n bnkznn he ehhb ynzuciny rh{azby i~yrhfnz yarcyeairchd cdynzucin q~amcrs he AczAyca$

1$2 Znynazi` Q~nyrchdy

(c#

@h{ iad i~yrhfnz yarcyeairchd cd ynzucin q~amcrs he AczAyca jn cf|zhunb8(cc# Bh radkcjmn enar~zny- yi`nb~mny- ynzuciny |zhucbnb js kzh~db yraee- ynzuciny

|zhucbnb js emck`r arrndbadry- hdmcdn ynzuciny adb ehhb ynzuciny aeenir

i~yrhfnz yarcyeairchd cd ynzucin q~amcrs he AczAyca8

1$> @s|hr`nyny he r`n Yr~bsR`nzn azn ycp `s|hr`nyny r`ar `aun jnnd bnzcunb cd r`cy yr~bs dafnms7

@1& R`nzn cy a |hycrcun znmarchdy`c| jnr{nnd radkcjmn enar~zny adb i~yrhfnz

yarcyeairchd cd ynzucin q~amcrs he AczAyca Famasyca$

@:& R`nzn cy a |hycrcun znmarchdy`c| jnr{nnd yi`nb~mny adb i~yrhfnz yarcyeairchd cd

ynzucin q~amcrs he AczAyca Famasyca$

@9& R`nzn cy a |hycrcun znmarchdy`c| jnr{nnd ynzuciny |zhucbnb js kzh~db yraee adb

i~yrhfnz yarcyeairchd cd ynzucin q~amcrs he AczAyca Famasyca$


25/114




\akn 3 he 30

@2& R`nzn cy a |hycrcun znmarchdy`c| jnr{nnd ynzuciny |zhucbnb js emck`r arrndbadry

adb i~yrhfnz yarcyeairchd cd ynzucin q~amcrs he AczAyca Famasyca$

@>& R`nzn cy a |hycrcun znmarchdy`c| jnr{nnd hdmcdn ynzuciny adb i~yrhfnz yarcyeairchd

cd ynzucin q~amcrs he AczAyca Famasyca$

@5& R`nzn cy a |hycrcun znmarchdy`c| jnr{nnd ehhb ynzuciny adb i~yrhfnz yarcyeairchd

cd ynzucin q~amcrs he AczAyca Famasyca$

1$5 Yckdceciadin he r`n Yr~bsR`cy yr~bs ihdrzcj~rny rh e~zr`nz znynazi`- hzkadcwarchdam |nzy|nircun adb cdbcucb~am

|nzy|nircun (i~yrhfnz#$ R`n inzracdrs adb znmcajcmcrs he r`n zny~mr azn ajmn rh air ay a

k~cbnmcdn ehz e~r~zn znynazi` cd Famasyca aczmcdny cdb~yrzs$

Cd hzkadcwarchdam |nzy|nircun- r`cy yr~bs `nm|y rh ehyrnz jnrrnz ~dbnzyradbcdk adb

odh{mnbkn hd r`n IY jnr{nnd YQ {cr` RE- yi`nb~mn- ynzuciny |zhucbnb js KY adbEA- HY adb EY$ Jnycbny- r`cy yr~bs `nm|y rh bnrnzfcdn r`n ihdrzcj~rcdk uazcajmn {`ci`

`ay r`n fhyr yckdceciadr znmarchdy`c| hd YQ$ Cr amyh `nm|y Aczmcdny Ihf|ads rh

cbndrces r`n znam dnnby adb {adry he r`n i~yrhfnzy cd |~rrcdk neehzr rh aiq~czn ay {nmm

ay znracd r`n i~yrhfnz q~amcrs$

E~zr`nzfhzn- r`cy yr~bs `nm|y r`n aczmcdny ihf|ads js |zhucbcdk ~yne~m cdehzfarchd rh

ynr a||zh|zcarn |hmcis cd faocdk y~zn r`ar r`n i~yrhfnz np|nzcndiny fapcf~f mnunm

he yarcyeairchd$


26/114




\akn 1< he 30

1$; Ià|rnz Mash~r

Kndnzamms r`cy yr~bs ihdycyry he ecun ià|rnzy ay mcyrnb jnmh{7

Ià|rnz 17 Cdrzhb~irchd

Cr cy r`n ysdh|ycy he r`n yr~bs$ Cr |zhucbny znynazi` jaiokzh~db- |zhjmnf yrarnfndr-

znynazi` hjgnircuny- znynazi` q~nyrchdy- `s|hr`nycy he r`n yr~bs- adb yckdceciadin he

r`n yr~bs- ià|rnz mash~r adb ihdim~ychd$

Ià|rnz :7 Mcrnzar~zn Znucn{

Cr bcyi~yyny r`n mcrnzar~zn znucn{ he r`cy yr~bs$ Jnycbny- r`n r`nhznrciam fhbnm adb r`n

ihdin|r~am ezafn{hzo azn |zh|hynb ehz e~zr`nz yr~bs$ R`n `s|hr`nycy bnunmh|fndr

ehz r`cy yr~bs cy ihdb~irnb$

Ià|rnz 97 Znynazi` Fnr`hbhmhks

Cr cy facdms ajh~r r`n znynazi` fnr`hbhmhks$ Cd r`cy ià|rnz- cr |zhucbny r`n bcyi~yychd

hd `h{ r`n yr~bs cy ihdb~irnb adb cry bnyizc|rchdy js ~ycdk znynazi` bnyckd- bara

ihmmnirchd fnr`hby- yaf|mcdk bnyckd- znynazi` cdyrz~fndr adb ihdyrz~ir fnay~znfndr

(yiamn adb h|nzarchd bnecdcrchdy#$ E~zr`nzfhzn- cr bcyi~yyny ajh~r r`n bara |zhinyycdk

adb bara adamsycy$

Ià|rnz 27 Bara Adamsycy

Bnyizc|rchd adamsycy cy ihdb~irnb cd {`ci` cr cdim~bny r`n zny|hdbndr bnfhkza|`ci

|zhecmn adb indrzam rndbndicny fnay~znfndr he ihdyrz~iry$ E~zr`nzfhzn- bcyi~yychd he

yiamn fnay~znfndr cy |zhucbnb {cr` r`n zny~mr he r`n znmcajcmcrs adamsycy adb cdenzndrcam

adamsyny {`ci` {cmm jn ~ynb rh npafcdn r`n cdbcucb~am uazcajmny adb cry znmarchdy`c|

{cr` hr`nz uazcajmny$


27/114




\akn 11 he 30

Ià|rnz >7 Bcyi~yychd adb Ihdim~ychd

Cr h~rmcdny r`n bcyi~yychdy- ihdim~ychd adb cf|mciarchdy he r`cy yr~bs$ Cd r`cy ià|rnz- cr

|zhucbny a y~ffazs hd yrarcyrciam adamsyny adb r`n bcyi~yychdy hd r`n faghz ecdbcdky$

Jnycbny- cr |zhucbny r`n cf|mciarchdy adb mcfcrarchdy he r`n yr~bs ay {nmm ay

znihffndbarchd ehz e~r~zn znynazi`$ E~zr`nzfhzn- r`nzn {cmm jn ad hunzamm ihdim~ychd

he r`n ndrczn yr~bs$

1$0 Ihdim~ychdR`cy yr~bs ày npafcdnb r`n yr~bs he IY rh{azby YQ cd AczAyca Famasyca$ R`n

|zhjmnf yrarnfndr- znynazi` hjgnircuny- znynazi` q~nyrchdy adb `s|hr`nyny àun jnnd

bnunmh|nb jaynb hd |znuch~y mcrnzar~zn$ Abbcrchdamms- r`n dnpr ià|rnz {cmm bcyi~yy cd

bn|r` hd nai` he r`n uazcajmny adb r`n |zh|hynb ihdin|r~am ezafn{hzo$


28/114




\akn 1: he 30

I@A\RNZ :7 MCRNZAR^ZN ZNUCN[

:$1 Cdrzhb~irchd\~jmcy`nb azrcimny- gh~zdamy adb jhhoy {nzn ihmmnirnb rh cdunyrckarn r`n r`nhzcny adb

|ayr nf|czciam yr~bcny {`ci` azn znmarnb rh r`cy yr~bs$ R`cy ià|rnz ihdycyry he

mcrnzar~zn znucn{- znucn{ he znmnuadr r`nhznrciam fhbnm- ihdin|r~am ezafn{hzo-

`s|hr`nycy bnunmh|fndr adb hunzamm ihdim~ychd ehz Ià|rnz :$

:$: Znucn{ he Mcrnzar~zn:$:$1 I~yrhfnz YarcyeairchdI~yrhfnz Yarcyeairchd (IY# ày ihdrcd~h~yms kacdnb cdiznaycdk arrndrchd cd j~ycdnyy

rh fnay~zn |zhb~iry hz ynzucin |nzehzfadin$ Cd r`n ycf|mnz rnzfy- IY cy znkazbnb ayi~yrhfnzy nuam~archd he r`ncz |~ziàyny adb ihdy~f|rchd np|nzcndin {cr` a

|zhb~ir hz ynzucin rh fnnr r`n i~yrhfnzy dnnby (I`nd- Iàdk- @y~- % Sadk- :


29/114




\akn 19 he 30

Abbcrchdamms- Kzhdzhhy (1302# yrarnb r`ar yarcyeairchd he aczmcdny |ayyndknzy iad jn

bnrnzfcdnb r`zh~k` r`n ihdrairy {cr` r`n nf|mhsnny he r`n ihf|ads- |`syciam adb

rni`dciam znyh~ziny- |madn crynme- fnamy adb hr`nz |ayyndknzy cd r`n emck`r$ Ehz r`n

aczmcdny cdb~yrzs- ynzucin q~amcrs (YQ# cy fhzn ucycjmn adb |ayyndknzy fas ~yn cr ay a

jaycy rh g~bkn r`n hunzamm q~amcrs$ Ynzucin |zhucbnb js r`n nf|mhsnny cy r`n fhyr

ucycjmn ehz i~yrhfnzy (Z`habny %[ak~ny|aio- 1333#$ Aiihzbcdk rh Mhzndwhdc adb

Mn{cy (:


30/114




\akn 12 he 30

:$:$: Ynzucin Q~amcrsMnhdazb adb Yayynz (130:# adb Zajcd (1309# yrarnb ràr r`n q~amcrs he khhby adb

ynzuciny ày jnihfn a znihkdcwnb cyy~n cd r`n fazonrcdk ihdrnpr$ R`nznehzn-

hzkadcwarchd ày rh ~dbnzyradb adb ai`cnun YQ rh yarcyes r`n i~yrhfnzy

np|nirarchdy adb dnnby (I`nd- nr am$- :


31/114




\akn 1> he 30

YNZUQ^AM cdyrz~fndr `ay jnnd ~ynb js ynunzam znynazi`nzy cd r`ncz znynazi` rh

fnay~zn r`n YQ cd r`n aczmcdny cdb~yrzs (Ecio % Zcri`cn- 1331? Y~mrad % Ycf|yhd-

:


32/114




\akn 15 he 30

:$9 Znucn{ he Znmnuadr R`nhznrciam Fhbnm

Eck~zn :$1

Yh~zin7 Gh~zdam he Ynzucin q~amcrs- yarcyeairchd adb jn`auchzam cdrndrchdy (Ya`a %

R`ncdkc- :


33/114




\akn 1; he 30

:$2 \zh|hynb R`nhznrciam Ihdin|r~am Ezafn{hzoJaynb hd r`n znucn{ he |znuch~y znynazi`- r`n ehmmh{cdk fhbnm {ay kndnzarnb$

Eck~zn :$:7 A yr~bs he i~yrhfnz yarcyeairchd rh{azb ynzucin q~amcrs he AczAyca

Famasyca$

Yh~zin7 Bnunmh|nb ehz r`n yr~bs

R`n fhbnm ajhun cmm~yrzarny r`n |zh|hynb r`nhznrciam ezafn{hzo r`ar ynzuny ay r`n

jaycy ehz r`cy yr~bs$ Cr cy ~ynb rh ehi~y hd r`n znmarchdy`c| afhdk r`n ycp cdbn|ndbndr

uazcajmny {`ci` ihdycyr he radkcjmn enar~zny- yi`nb~mn- kzh~db yraee- emck`r arrndbadry-

hdmcdn ynzuciny adb ehhb ynzuciny rh{azby IY$

Radkcjmn enar~zny

Yi`nb~mn

Ynzuciny |zhucbnb js

kzh~db yraee

Ynzuciny |zhucbnb js emck`r

arrndbadry

Hdmcdn ynzuciny

Ehhb ynzuciny

I~yrhfnz

yarcyeairchd


34/114




\akn 10 he 30

:$> @s|hr`nyny Bnunmh|fndr:$>$1 Znmarchdy`c| jnr{nnd radkcjmn enar~zny adb i~yrhfnz

yarcyeairchd

Aiihzbcdk rh Wncr`afm- \azay~zafad adb Jnzzs (133


35/114




\akn 13 he 30

:$>$: Znmarchdy`c| jnr{nnd yi`nb~mn adb i~yrhfnz yarcyeairchdAiihzbcdk rh @adyfad (:


36/114




\akn :< he 30

:$>$9 Znmarchdy`c| jnr{nnd kzh~db yraee adb i~yrhfnzyarcyeairchd

Aiihzbcdk rh Y~d adb I`ch~ (:


37/114




\akn :1 he 30

{`ci` bnecdnb ay r`n ajcmcrs he cdbcucb~amy rh zn|znyndr r`ncz np|nzcndiny cd a

ihdrcd~h~y jaycy$ Eh~zr` cy ndairfndr- {`ci` bnecdny ràr |nh|mn znair rh r`n

iczi~fyradiny r`ns eain$ Ehz cdyradin- dninyyazs ynzuciny y`h~mb jn |zhucbnb cd

iayny he nfnzkndicny$ R`n ecer` cy nprzairnb i~ny- odh{d ay im~ny hjracdnb ezhf

eafcmcaz yrz~ir~zny ràr {cmm `nm| |nh|mn rh bnunmh| cd a jnrrnz {as$ Ycpr` cy yhicam-

{àr |nh|mn bh {cr`cd r`n y~jgnir he hr`nzy$ Mayrms- |ma~ycjcmcrs- {`ci` bnecdny ay

r`n ihddnirchd jnr{nnd r`ncz |nzyhdam aiih~dry adb |ayr np|nzcndin fas hz fas dhr

jn aeenircdk r`n air~am nundry ([ncio- 133>#$

Abbcrchdamms- r`n yr~bcny {`ci` azn znmarnb rh nfhrchdy adb EA àun a znmarchdy`c|

cd {cr`cd- {nzn |azrms jaynb hd r`n jhho he R`n Fadaknb @nazr-Ihffnzicamcwarchd he @~fad Ennmcdk js @hi`yi`cmb ([cmmcafy- :


38/114




\akn :: he 30

:$>$> Znmarchdy`c| jnr{nnd hdmcdn ynzuciny adb i~yrhfnzyarcyeairchd

Hdmcdn ynzuciny (HY# iad jn bnecdnb ay ynzuciny r`ar azn bnmcunznb hunz r`n

cdrnzdnr$ Cf|hzradr bara adb cdehzfarchd fas jn aiinyynb r`zh~k` HY$ Nund r`n

Cdrnzdnr crynme cy ihdycbnznb js yhfn rh jn ad hdmcdn ynzucin (\cnrzhm~hdkh- :


39/114




\akn :9 he 30

Znenzzcdk rh Abaf- [adk adb Ezado (:


40/114




\akn :2 he 30

Ecdamms- Bnm{ci`n (:


41/114




\akn :> he 30

I@A\RNZ 97 FNR@HBHMHKS

9$1 Cdrzhb~irchdR`cy rh|ci cdim~bnb hd `h{ r`n znynazi` cy iazzcnb h~r cd rnzfy he znynazi` bnyckd-

bara ihmmnirchd fnr`hby- yaf|mcdk bnyckd- znynazi` cdyrz~fndr- adb ihdyrz~iry

fnay~znfndr- bara |zhinyycdk adb bara adamsycy$

9$: Znynazi` BnyckdQ~adrcrarcun znynazi` fnr`hb {ay abh|rnb cd r`cy yr~bs$ Q~adrcrarcun znynazi` cy r`n

d~fnzciam zn|znyndrarchd adb fadc|~marchd he hjynzuarchdy ehz r`n |~z|hyn he

bnyizcjcdk adb np|macdcdk r`n |`ndhfnda r`ar r`hyn hjynzuarchdy znemnir (Y~oafhmyhd-

d$b#$ R`cy yr~bs h~rmcdny r`n yr~bs he i~yrhfnz yarcyeairchd (IY# rh{azby ynzucin

q~amcrs (YQ# he AczAyca Famasyca$ Cr cy a||zh|zcarn rh iarnkhzcwn r`cy znynazi` ay

np|mhzarhzs znynazi` adb ia~yam znynazi`$

Np|mhzarhzs znynazi` cy ihdb~irnb rh imazces afjck~h~y ycr~archdy hz bcyihunz cbnay

r`ar fas jn |hrndrcam j~ycdnyy h||hzr~dcrcny (Wcof~db- Jajcd- Iazz- % Kzceecd- :


42/114




\akn :5 he 30

R`cy yr~bs ehi~yny hd cdunyrckarcdk adb npafcdcdk r`n eairhzy ràr aeenir IY$ Jnycbny-

r`nzn azn eh~z jayci iarnkhzcny he rni`dcq~ny ehz hjracdcdk cdyck`ry adb kacdcdk a

imnaznz |cir~zn he a |zhjmnf7 ynihdbazs bara adamsycy- |cmhr yr~bcny- iayn yr~bcny adb

q~nyrchddaczny$ Jnycbny- y~zuns q~nyrchddaczn cy i`hynd rh npafcdn r`n YQ eairhzy

ràr aeenir IY znkazby AczAyca Famasyca$

9$9 Bara Ihmmnirchd Fnr`hbBara ihmmnirchd fnr`hb cy yckdceciadr ehz yr~bs adb cr cy neenircun cd ayycyrcdk

znynazi`nzy kznarms cd r`ncz q~nyr he y~iinyy (Znynazi`nzy àun yr~bcnb- :


43/114




\akn :; he 30

9$9$: Ynihdbazs BaraYnihdbazs bara cy odh{d ay bara ràr ày jnnd ihmmnirnb js |znuch~y znynazi`nzy adb

znabcms auacmajmn$ R`n |~z|hyn he ihmmnircdk ynihdbazs bara `nm|y rh faon |zcfazs

bara ihmmnirchd fhzn y|niceci adb ammh{ znynazi`nzy rh eck~zn h~r {àr azn r`n

bnecicndicny adb {àr abbcrchdam cdehzfarchd {`ci` cy dnnbnb rh jn ihmmnirnb ehz

yr~bs (Ynihdbazs Bara- :


44/114




\akn :0 he 30

R`n akn zadkn he razknr |h|~marchd cy 10 snazy hmb adb ajhun- cd {`ci` r`ns |hyynyy

y~eecicndr y|ndbcdk |h{nz hd rzaunmmcdk$ @ndin- r`ns azn r`n jnyr zny|hdbndry rh

ihmmnir cdehzfarchd$

9$2$: Yaf|mcdk Ezafn adb Yaf|mcdk MhiarchdYaf|mcdk ezafn cy air~am ynr he ~dcry ezhf {`ci` a yaf|mn ày jnnd bza{d$ Cd

hr`nz {hzby- amm ~dcry ràr àun jnnd cdim~bnb cd r`n yaf|mcdk ezafn àun ad nq~am

iàdin rh knr ynmnirnb ay zny|hdbndry (Yaf|mcdk Ezafny- :


45/114




\akn :3 he 30

9$2$2 Yaf|mcdk Rni`dcq~nYaf|mcdk rni`dcq~ny iad jn bcucbnb cdrh r{h rs|ny {`ci` azn |zhjajcmcrs adb dhd&

|zhjajcmcrs yaf|mcdk$ Cr cy cf|hyycjmn ehz znynazi`nzy rh ihmmnir bara ezhf amm

rzaunmnzy- r`~y dhd&|zhjajcmcrs rni`dcq~n cy i`hynd cd {`ci` r`n zny|hdbndry azn

ynmnirnb ezhf r`n |h|~marchd cd yhfn dhd&zadbhf faddnzy (Ya~dbnzy- Mn{cy- %

R`hzd`cmm- :


46/114




\akn 9< he 30

Jnycbny- a rhram he :< ih|cny he |zn&rnyr yaf|mn `aun jnnd bcyrzcj~rnb adb iazzcnb h~r

jnehzn ihdb~ircdk ehzfam y~zuns rh ndy~zn r`n ihzznirdnyy adb q~amcrs he r`n y~zuns

q~nyrchddaczn$

9$> Znynazi` Cdyrz~fndrEhz r`cy yr~bs- ynme&abfcdcyrnznb q~nyrchddaczny `aun jnnd a||mcnb$ Ynme&abfcdcyrnznb

q~nyrchddaczn bnecdny r`n fnr`hb cd {`ci` r`n zny|hdbndry ady{nz r`n q~nyrchddaczn

js r`ncz h{d- ncr`nz hd r`n q~nyrchddaczn |a|nzy hz uca Cdrnzdnr$ (Ynme&abfcdcyrnznb

Q~nyrchddaczn- d$b$#$

^dbndcajms- r`n q~nyrchddaczny ynzun ay a unzs cf|hzradr rhhm ehz r`cy yr~bs$

Q~nyrchddaczn cy cdnp|ndycun rh ihmmnir bara adb r`n zny~mry iad jn ihdycyrndrms ~ynb rh

ihf|azn adb ihdrzayr$ Jnycbny- cr iad jn bcyrzcj~rnb rh a mazkn d~fjnz he |hrndrcam

zny|hdbndry- cdiznayn r`n y|nnb adb aii~zais- eaicmcrarcdk bara |zhinyycdk ([cmmcaf-

:


47/114




\akn 91 he 30

Kndnzamms- r`n q~nyrchddaczny azn bcucbnb cdrh r`znn ynirchdy {`ci` azn Ynirchd A ehz

r`n bnfhkza|`ci |zhecmn- Ynirchd J ehz r`n kndnzam cdehzfarchd adb Ynirchd I ehz

kndnzam h|cdchd$

Cd Ynirchd A- cr ihdycyry he ynund q~nyrchdy {`ci` azn imhynms znmarnb rh r`n

bnfhkza|`ci bara dafnms kndbnz- akn- zain- fazcram yrar~y- {hzo yrar~y- cdihfn adb

r`n nb~iarchdam mnunm he r`n zny|hdbndry$ Cr cy znihzbnb rh imayyces r`n kzh~| he emck`r

|ayyndknzy ehz r`n zny~mry$

Cd Ynirchd J- cr ihdycyry he nck`r q~nyrchdy$ R`cy ynirchd |zhf|ry ehz r`n jayci

cdehzfarchd znkazbcdk r`n rzaunmmcdk js emck`r ezhf r`n zny|hdbndry$

Cd Ynirchd I- r`n kndnzam h|cdchd znmarny rh r`n ihdyrz~ir fnay~znfndr he r`n yr~bs cd

r`n ycp cdbn|ndbndr uazcajmny y~i` ay radkcjmn enar~zny (RE#- yi`nb~mny- ynzuciny

|zhucbnb js r`n kzh~db yraeey (KY#- ynzuciny |zhucbnb js r`n emck`r arrndbadry (EA#-

hdmcdn ynzuciny (HY# adb ehhb ynzuciny (EY# adb hdn bn|ndbndr uazcajmn- IY$ R`nyn

uazcajmny azn ~ynb rh cdunyrckarn r`n znmarchdy`c| jnr{nnd nai` he r`n cdbn|ndbndr

uazcajmny {cr` r`n bn|ndbndr uazcajmn ~|hd bara ihmmnirchd ezhf r`n ady{nz kcund

ezhf r`n zny|hdbndry$

Mayrms- r`n :


48/114




\akn 9: he 30

9$>$1 \cmhr RnyrJnehzn r`n ihdb~ir he r`n air~am q~nyrchddaczn- a |cmhr rnyr `ay jnnd bhdn rh ecdb h~r

r`n |hyycjmn nzzhzy bhdn cd r`n q~nyrchddaczny y~i` ay r`n afjck~h~y q~nyrchdy$

Fnad{`cmn- |cmhr rnyrcdk |zhucbny r`n h||hzr~dcrcny ehz r`n znynazi`nzy rh ecdb h~r

adb znfnbcny a {cbn zadkn he r`n |hrndrcam |zhjmnfy r`ar {cmm hii~z cd |zn|azcdk r`n

q~nyrchddaczn adb ihzznir cr jnehzn r`n air~am q~nyrchddaczn cy ihdb~irnb (\zarr-

:


49/114




\akn 99 he 30

Rajmn 9$17 Zny~mr he \cmhr Rnyr

Uazcajmn Rhram D~fjnz

he Q~nyrchd

Izhdjai`y Am|`a H~rihfn

Radkcjmn Enar~zny >


50/114




\akn 92 he 30

9$5 Ihdyrz~iry Fnay~znfndr

Rajmn 9$:7 Hzckcd he Ihdyrz~iry

Ihdyrz~iry Abh|rnb Ezhf

Radkcjmn Enar~zny (c# Endk C Mcdk- O~adk Mcd- adb Gcd Mhdk M~

(:


51/114




\akn 9> he 30

9$5$1 Yiamn Fnay~znfndrJayciamms cd Ynirchd A adb Ynirchd J {`ci` azn acfnb rh hjracd r`n kndnzam

cdehzfarchd adb bnfhkza|`ci bara he r`n zny|nircun zny|hdbndry- dhfcdam yiamn cy

~ynb rh fnay~zn r`n fhyr a||zh|zcarn ady{nzy ehz r`n zny|nircun zny|hdbndry$

Fnad{`cmn- r`n dhfcdam yiamny azn r`n mh{nyr yiamn ehz amm r`n fnay~znfndr$

E~zr`nzfhzn- r`n ihf|azcyhdy ehz fhzn adb mnyy iad jn fabn (Yiamn he

Fnay~znfndr- d$b$#$

Cd Ynirchd I- r`n cdrnzuam yiamn {ay ~ynb ay r`n facd yiamn he fnay~znfndr$ R`n >&

|hcdry he Mconzr yiamn {nzn ~ynb ehz r`n q~nyrchdy cd Ynirchd I {`ci` ammh{ r`n

zny|hdbndry rh cbndrces {`nr`nz r`ns azn (1# Yrzhdkms Akznn- (:# Akznn- (9# Dn~rzam-

(2# Bcyakznn adb (># Yrzhdkms Bcyakznn {cr` r`n yrarnfndry he RE- yi`nb~mny-

ynzuciny |zhucbnb js r`n KY- ynzuciny |zhucbnb js r`n EA- HY adb EY adb hdn

bn|ndbndr uazcajmn- IY$ @ndin- r`n Mconzr yiamn {ay ~ynb rh ndajmcdk r`n

znynazi`nzy rh ra| cdrh r`n ihkdcrcun adb aeenircdk ihf|hdndry he r`n zny|hdbndry

arrcr~bny (FiMnhb- :


52/114




\akn 95 he 30

9$;$1 Q~nyrchddaczn I`niocdkQ~nyrchddaczn i`niocdk ihdycyry he ihf|mnrndnyy adb cdrnzucn{cdk q~amcrs$ R`cy {cmm

jn i`nionb aernz r`n eczyr ynr he q~nyrchddaczny {ay znr~zdnb rh bnrnir ads |zhjmnfy

nazmcnz hd adb ihzznircun airchd iad jn raond jnehzn ihdb~ircdk r`n air~am

q~nyrchddaczn (Fam`hrza % \nazyhd- :


53/114




\akn 9; he 30

9$;$2 Bara Rzadyizcjcdk

Rzadyizcjcdk bara cduhmuny rzadyenzzcdk r`n ihbnb bara ezhf r`n q~nyrchddaczny hz

ihbcdk y`nnry hd bcyoy hz bcznirms cdrh ihf|~rnzy js ons|~di`cdk (Fam`hrza %

\nazyhd- :


54/114




\akn 90 he 30

9$0$1 Bnyizc|rcun AdamsycyBnyizc|rcun adamsycy znenzy rh r`n cdehzfarchd he za{ bara cdrh a ehzf r`ar {cmm faon

znynazi`nzy nays rh ~dbnzyradb adb cdrnz|znr$ Bnyizc|rcun yrarcyrciy azn |zhucbnb js

eznq~ndicny- fnay~zny he indrzam rndbndis adb bcy|nzychd$ Eznq~ndicny |zhinb~zn

|zhucbny yrarcyrciy adb kza|`ciam bcy|masy {`ci` azn ~yne~m cd |znyndrcdk fads rs|ny

he uazcajmny$ R`n |~z|hyn he eznq~ndis cy rh bnfhdyrzarn r`n uam~ny y~i` ay r`n

d~fjnzy adb |nzindrakny ehz r`n bceenzndr iarnkhzcny he a ycdkmn iarnkhzciam uazcajmn$

Cry fnay~znfndr cduhmuny hdms 1 iarnkhzciam uazcajmn- {`ci` cy dhfcdam hz hzbcdam

yiamn (Wcof~db- :


55/114




\akn 93 he 30

9$0$9 Znmcajcmcrs RnyrZnmcajcmcrs rnyr cy ~ynb rh bnrnzfcdn {`nr`nz r`n fnay~znfndr crnfy cd r`n

q~nyrchddaczn azn `ck`ms znmarnb rh nai` hr`nz$ Znmcajcmcrs znenzy rh r`n nprndr rh

{`ci` a yiamn |zhb~iny ihdycyrndr zny~mry ce zn|narnb fnay~znfndry azn eznn ezhf

zadbhf (Fam`hrza % \nrnzyhd- :


56/114




\akn 2< he 30

R`nznehzn- uazcajmny ràr àun jnnd rnyrnb hd RE- yi`nb~mny- ynzuciny |zhucbnb KY

adb ynzuciny |zhucbnb js EA- HY- adb EY rh{azby IY$ R`n |~z|hyn he r`cy rnyr cy rh

bnrnzfcdn {`nr`nz r`nzn azn |hycrcun- dnkarcun hz dh znmarchdy`c| jnr{nnd r`n

cdbn|ndbndr uazcajmny adb bn|ndbndr uazcajmn cd r`cy yr~bs$

9$0$2$: F~mrc|mn Znkznyychdy Adamsycy

A f~mrc|mn znkznyychd cy a yrarcyrciam rni`dcq~n ~ynb rh bnzcun ad nq~archd ràr

znmarny a ycdkmn ihdrcd~h~y bn|ndbndr uazcajmn rh r{h hz fhzn cdbn|ndbndr uazcajmny

(I`~zi`cmm % Jzh{d- :


57/114




\akn 21 he 30

9$3 Ihdim~ychdCd ihdim~ychd- znynazi` fnr`hbhmhkcny {nzn ~ynb cd ihmmnircdk- adamswcdk- adb

cdrnz|znrcdk bara$ Ihf|~rnz yher{azn- Y\YY 1; {ay ~ynb rh ayycyr cd adamsycy adb

cdrnz|znrarchd$

Eczyr- q~nyrchddaczn {ay ~ynb rh hjracd fhzn aii~zarn cdehzfarchd ezhf r`n mazkn

kzh~| he zny|hdbndry$ J~r |zcfazs baraynihdbazs bara mcony gh~zdamy adb znenzndin

jhhoy {nzn ~ynb rh `nm| znynazi`nzy rh jnrrnz ~dbnzyradb r`n rh|ci {`ci` {ay jncdk

cdunyrckarnb$

Razknr |h|~marchd- yaf|mcdk ezafn adb mhiarchdyaf|mcdk nmnfndry- yaf|mcdk

rni`dcq~ny adb yaf|mn ycwn {nzn bcyi~yynb cd r`n nazmcnz |azr$ Yiamny ~ynb cd

ihdyrz~ircdk r`n fnay~znfndr {nzn amyh np|macdnb$ Hr`nz r`ad r`ar- bara |zn|azarchd

|zhinyyny y~i` ay i`niocdk- nbcrcdk- ihbcdk adb rzadyizcjcdk {nzn bcyi~yynb$


58/114




\akn 2: he 30

I@A\RNZ 27 BARA ADAMSYCY

2$1 Cdrzhb~irchdR`cy ià|rnz zn|znyndry r`n |arrnzdy adb adamsycy he zny~mry {`ci` azn znmnuadr rh r`n

znynazi` q~nyrchdy adb `s|hr`nyny$ R`cy ià|rnz {cmm e~zr`nz nmajhzarn r`n h~r|~r he

yr~bs jaynb hd r`n Y\YY yher{azn$ A |cmhr rnyr {ay ihdb~irnb {cr` r`n yaf|mn ycwn he

:< zny|hdbndry$ R`n ecdam zny~mr he r`n y~zuns {ay adamswnb$

2$: Bnyizc|rcun Adamsycy2$:$1 Zny|hdbndry Bnfhkza|`ci |zhecmnR`n Bnfhkza|`ci |zhecmn he r`n zny|hdbndry ày jnnd cbndrcecnb cd Ynirchd A he r`n

q~nyrchddaczn$ A rhram he ynund q~nyrchdy {nzn ayonb rh ihmmnir bara znkazbcdk rh r`n

zny|hdbndry kndbnz- akn- zain- fazcram yrar~y- hii~|archd- fhdr`ms cdihfn adb

nb~iarchd mnunm$


59/114




\akn 29 he 30

Rajmn 2$1 Kndbnz he zny|hdbndry

Iarnkhzs Eznq~ndis (D# \nzindrakn (.#

KndbnzFamn

Enfamn

;2

1;$>


Eck~zn 2$1 Kndbnz he zny|hdbndry


Ay y`h{d cd Eck~zn 2$1 adb Rajmn 2$1- r`n adamsycy he zny|hdbndry kndbnz `aun

znunamnb r`ar 2:$5. he r`n zny|hdbndry {nzn famn {`cmn enfamn ihdycyrnb he >;$>. he

r`n rhram yaf|mn ycwn$


60/114




\akn 22 he 30

Rajmn 2$: Akn he zny|hdbndry


Akn10&:$3. he r`n zny|hdbndry {nzn fazzcnb$ Fnad{`cmn- 1$1


63/114




\akn 2; he 30

Rajmn 2$> [hzo yrar~y he zny|hdbndry


[hzo Yrar~yYr~bndr

E~mm&rcfn

\azr&rcfn

Znrcznb

Hr`nzy

;;

0>

3

:

1

22$9

20$3

>$:

1$1

[hzo yrar~y he zny|hdbndry


Znenzzcdk rh Eck~zn 2$> adb Rajmn 2$>- cr `ay y`h{d r`ar r`n e~mm&rcfn zny|hdbndryihdyrcr~rnb r`n `ck`nyr eznq~ndis {`ci` {ay 20$3


64/114




\akn 20 he 30

Rajmn 2$5 Cdihfn he zny|hdbndry


Cdihfn

Jnmh{ ZF1-


65/114




\akn 23 he 30

Rajmn 2$; Nb~iarchd he zny|hdbndry


Nb~iarchdY\F

YR\F

Bc|mhfa

Bnkznn

Fayrnz

Hr`nzy

:>

9

92

30

1

>5$9

>$;

:$9


Eck~zn 2$; Nb~iarchd he zny|hdbndry



66/114




\akn >< he 30

Jaynb hd Eck~zn 2$; adb Rajmn 2$;- r`n zny~mry `ay y`h{d r`ar >5$9


67/114




\akn >1 he 30

Eck~zn 2$1$:$:7 Rzaunmmcdk js AczAyca


Eck~zn 2$1$:$: ày y`h{d ràr r`n |nzindrakn he r`n zny|hdbndry {`h àun rzaunmmnb

{cr` AczAyca$ R`nznehzn- 1


68/114




\akn >: he 30

Eck~zn 2$1$:$97 Rzaunm znk~mazms


Eck~zn 2$1$:$9 ày y`h{d ràr r`n |nzindrakn he r`n zny|hdbndry {`h àun i`hynd rh

rzaunm znk~mazms$ R`nzn {nzn 5;$:


69/114




\akn >9 he 30

Eck~zn 2$1$:$27 Rcfny rzaunm cd a snaz


Jaynb hd Eck~zn 2$1$:$2- r`n eznq~ndis he rzaunm |nz snaz {ay y`h{d$ R`nzn {nzn

09$3 rcfny cd a snaz- ehmmh{nb js 5$3


70/114




\akn >2 he 30

Eck~zn 2$1$:$>7 Rzaunm {cr` mh{ ihyr aczmcdny


Eck~zn 2$1$:$> `ay y`h{d r`ar r`n |nzindrakn he zny|hdbndry {`h {nzn mconms rh rzaunm

{cr` mh{ ihyr aczmcdny$ R`nzn {nzn 30. he r`n zny|hdbndry {`h {h~mb mcon rh rzaunm

{cr` mh{ ihyr aczmcdny {`nznay hdms :. he r`n zny|hdbndry {`h {h~mb dhr mcon rh

rzaunm {cr` mh{ ihyr aczmcdny


71/114




\akn >> he 30

Eck~zn 2$1$:$57 Imayy he aczmcdn


Eck~zn 2$1$:$5 `ay y`h{d r`ar 3


72/114




\akn >5 he 30

Eck~zn 2$1$:$;7 Aczmcdn rcionry


Eck~zn 2$1$:$; `ay y`h{d r`n |nzindrakn he r`n fnady he aczmcdny rcionr |~zi`ayn$

R`nzn {nzn ;9$5


73/114




\akn >; he 30

Eck~zn 2$1$:$07 Iarnkhzcwn he acz rzaunm


Eck~zn 2$1$:$0 `ay y`h{d `h{ r`n zny|hdbndry `aun iarnkhzcwnb r`nfynmuny cd rnzfy

he acz rzaunm$ 3$0


74/114




\akn >0 he 30

2$9 Yiamn he Fnay~znfndr

2$9$1 Znmcajmcrs RnyrRajmn 2$0 Znmcajcmcrs Yrarcyrciy ehz nai` he r`n uazcajmn

Dh$ Ihdyrz~iry Am|`a Ihneecicndr Dh$ he crnf

1 Radkcjmn $:91 >

: Yi`nb~mn $55: 3

9 Kzh~db Yraee $0:3 ;

2 Emck`r Arrndbadry $0:3 ;

> Hdmcdn $;95 >

5 Ehhb $;12 5

; I~yrhfnz Yarcyeairchd $50; >


Aiihzbcdk rh Fam`hrza (:


75/114




\akn >3 he 30

rnyr ày cdbciarnb ràr hunzamm npin|r r`n radkcjmn yarcyeairhzs cdrnzdam ihdycyrndis

znmcajcmcrs ehz nai` ihdyrz~ir$ R`n zny~mr ày y`h{d ràr ynzuciny |zhucbnb js kzh~db

yraee adb emck`r arrndbadry àb r`n `ck`nyr ihneecicndr (


76/114




\akn 5< he 30

Cd r`cy yr~bs- EA `ay y`h{d |hycrcun znmarchdy`c| {cr` z6


77/114




\akn 51 he 30

Rajmn 2$11 ADHUA rnyr

Fhbnm Y~f he Yq~azny be Fnad Yq~azn E Yck$

1 Znkznyychd 15$9;0 5 :$;9< 1:$919 $


78/114




\akn 5: he 30

RAD6 Radkcjmn Enar~zny

YI6 Yi`nb~mn

KY6 Ynzuciny \zhucbnb js Kzh~db Yraeey

EA6 Ynzuciny \zhucbnb js Emck`r Arrndbadry

HDM6 Hdmcdn Ynzuciny

EHH6 Ehhb Ynzuciny

R`nzn azn ycp `s|hr`nyny r`ar `aun jnnd bnzcunb cd r`cy znynazi` yr~bs dafnms7

Radkcjmn Enar~zny

@


79/114




\akn 59 he 30

Ynzuciny \zhucbnb js Kzh~db Yraee

@


80/114




\akn 52 he 30

Hdmcdn Ynzuciny

@7 R`nzn cy a |hycrcun znmarchdy`c| jnr{nnd hdmcdn ynzuciny adb i~yrhfnz yarcyeairchd

cd ynzuciny q~amcrs he AczAyca Famasyca$

Zngnir @< ce |=


81/114




\akn 5> he 30

I@A\RNZ >7 BCYI^YYCHD- IHDIM^YCHD ADBCF\MCIARCHDY

>$1 Cdrzhb~irchdCd r`n |znuch~y ià|rnz- r`n znynazi`nzy àun hjracdnb zny~mry ezhf r`n bara ihmmnirnb$

R`cy ià|rnz {cmm bcyi~yy hd r`n ecdbcdky ezhf |znuch~y ià|rnz adb cr ihdracdy eh~z

|azry {`ci` azn r`n cdrnz|znrarchd he zny~mry adb `s|hr`nycy- mcfcrarchd-

znihffndbarchd adb ihdim~ychd he r`n yr~bs$

>$: Y~ffazs he Yrarcyrciam Adamsycy>$:$1 Bnyizc|rcun AdamsycyEzhf r`n zny|hdbndry bnyizc|rcun yr~bs- r`n |nzyhdam bnracmy azn imayycecnb ay

kndbnz- akn- zain- fazcram yrar~y- {hzocdk yrar~y- cdihfn adb nb~iarchd mnunm$

Faghzcrs he r`n zny|hdbndry {nzn enfamn {`ci` àun ihdyrcr~rnb >;$>. he r`n

yaf|mn ycwn- aknb iarnkhzs he jnr{nnd :1&9< snazy hmb {`ci` àun ihdyrcr~rnb

;


82/114




\akn 55 he 30

Ay ehz r`n kndnzam cdehzfarchd- r`nzn {nzn ynunzam q~nyrchdy cyy~nb adb r`n

y~ffazs kacdnb y`h{d ay ehmmh{$ 1


83/114




\akn 5; he 30

>$9 Cdenzndrcam Adamsycy>$9$1$1R`n \nazyhd Ihzznmarchd Adamsycy

\nazyhd ihzznmarchd adamsycy cy ~ynb rh fnay~zn r`n ayyhicarchd afhdk r`n ycp

ihdyrz~iry$ Jaynb hd r`n zny~mr- r`nzn azn |hycrcun ihzznmarchdy afhdk amm r`n

ihdyrz~iry jnia~yn dhdn he r`n ihdyrz~iry `ay dnkarcun yckd {cr` yckdceciadr ar |&

uam~n =


84/114




\akn 50 he 30

>$2 Bcyi~yychdy he r`n Faghz Ecdbcdky

>$2$1 @s|hr`nycy 1@


85/114




\akn 53 he 30

>$2$: @s|hr`nycy :

@


86/114




\akn ;< he 30

>$2$9 @s|hr`nycy 9@


87/114




\akn ;1 he 30

>$2$2 @s|hr`nycy 2@


88/114




\akn ;: he 30

Fhznhunz- F~d~yafs- I`nmmca` adb \adbcad (: EA

{`h |zhucbn r`n ynzucin ehz |ayyndknzy hd nai` emck`r$ Yhfnrcfny- r`nzn cy

cdy~eecicndr d~fjnzy he EA rh àdbmn r`n znq~nyr js |ayyndknzy$ Yh- cr iad bcznirms

aeenir r`n mnunm he IY$

>$2$> @s|hr`nycy >

@7 R`nzn cy a |hycrcun znmarchdy`c| jnr{nnd hdmcdn ynzuciny adb i~yrhfnz

yarcyeairchd cd ynzucin q~amcrs he AczAyca Famasyca$

R`n zny~mr he r`n yr~bs ày y`h{d ràr HDM cy yckdceciadr rh IY$ R`cy iad jn

y~||hzrnb js Abaf- [adk adb Ezado (:


89/114




\akn ;9 he 30

Jnycbny- ce r`n i~yrhfnzy |nzehzf hdmcdn i`nio&cd- r`ns iad azzcun ymck`rms marnz rh

r`n acz|hzr$ Ycdin nunzs aircucrs adb rzadyairchd znmarnb rh AczAyca mcon i`niocdk hd

emck`r cdehzfarchd- |~zi`aycdk r`n rcionr hz hdjhazb i`nio&cd azn |nzehzfnb hdmcdn-

yh r`n i~yrhfnzy np|nirarchd hd r`n HDM {cmm jn `ck`$ R`~y- cr iad znmarn rh IY$

@ndin- ads i`adkny cd HDM {cmm cdem~ndin r`n mnunm he IY$

>$2$5 @s|hr`nycy 5@


90/114




\akn ;2 he 30

Jnycbny ràr- amfhyr amm AczAyca emck`ry azn y`hzr&à~mnb (9 `h~z emck`r hz mnyy#$ Ehz

cdyradin- emck`r ezhf O~ama M~f|~z rh \~ma~ \cdadk hdms raony 1 `h~z$ R`nzn cy

cdy~eecicndr rcfn ehz r`n i~yrhfnzy rh àun a |zh|nz fnam- hz nmyn r`n i~yrhfnzy dnnb

rh z~y` rh ecdcy` r`n fnamy$ R`n i~yrhfnzy {h~mb zar`nz i`hhyn rh àun a znyr hz da|

ràd rh ihdy~fn r`n fnamy cd a z~y`$ Yh- r`n i~yrhfnzy {cmm dhr i`hhyn rh ~yn r`n

EHH cd AczAyca$ R`nznehzn- EHH cy mnyy mconms rh aeenir r`n mnunm he IY$

>$> Cf|mciarchdy he r`n Yr~bs>$>$1 Fadaknzcam Cf|mciarchdyR`cy yr~bs ày znihffndbnb a àdbe~m he cf|mciarchdy ehz r`n |hmcis faonzy ay

{nmm ay r`n |zaircrchdnzy he AczAyca$ @ndin- js khcdk r`zh~k` r`n hunzamm ecdbcdky he

r`n yr~bs- r`nzn azn yhfn he r`n cf|hzradr cf|mciarchdy ràr y`h~mb jn nf|àycwnb cd

hunzamm |nzehzfadin he AczAyca$ Js cf|mnfndrcdk cr- cr `nm|y rh jhhyr r`n yamny

|nzehzfadin he AczAyca$

Eczyrms- ycdin EA cy r`n fhyr cf|hzradr eairhz ràr cdem~ndiny IY- AczAyca y`h~mb

cf|zhun r`n q~amcrs he r`ncz EA$ AczAyca iad ihdb~ir a||zh|zcarn rzacdcdky ehz r`ncz

EA- y|niceciamms madk~akn- odh{mnbkn he emck`r adb nfnzkndis |zhinb~zny-

`hy|cramcrs yocmmy- eczyr acb adb fnbciam yocmmy- ajcmcrs rh ayycyr |nh|mn {cr` y|nicam

dnnby y~i` ay sh~dk i`cmbznd hz |nh|mn {cr` bcyajcmcrcny$ Jnycbny- AczAyca iad

cdiznayn r`n d~fjnz he EA cd r`n emck`r rh iarnz ehz fhzn |ayyndknzy dnnby$

R`n yr~bs amyh |zhucbny a jnrrnz cdyck`r mcon r`n ihfehzr he r`n ynary cd r`n emck`r$

R`zh~k` r`n yr~bs- cr cy eh~db h~r ràr a mhr he |ayyndknzy {nzn dhr yarcyecnb ajh~r

ynary cd r`n |madn jnia~yn r`n ynary azn unzs imhyn rh nai` hr`nzy- ny|nicamms {`nd cr

ihfny rh fhunfndr he r`n |ayyndknzy hd r`n ynar {`ci` ia~yny cdihdundcndin jhr`


91/114




\akn ;> he 30

rh r`n |ayyndknz crynme adb r`n dnck`jhzcdk |ayyndknzy$ AczAyca y`h~mb ihdycbnz

|~ziàycdk mazknz |madn {cr` ihfehzrajmn ynary adb {cbnz azna {`ci` ammh{y

fhunfndr he r`n |ayyndknzy {cr`h~r aeenircdk r`n hr`nz |ayyndknzy cd r`n emck`r$ Cr cy

nund fhzn yckdceciadr ehz mhdk bcyradin rzaunmmcdk ay r`n |ayyndknzy fas ynno ehz

|nzyhdam rnzzcrhzcam y|ain ehz ymck`r fhunfndry rh nayn jhznbhf adb bcyihfehzr$

E~zr`nzfhzn- r`n zny~mry he r`n yr~bs amyh kcun ynunzam khhb cf|mciarchdy ehz r`n

AczAyca hd `h{ rh arrzair adb znracd r`n i~zzndr AczAyca i~yrhfnzy$ Zny|hdycundnyy

rh r`n i~yrhfnzy ndq~czcny |masy a yckdceciadr zhmn cd r`n YQ he r`n AczAyca$

Ny|nicamms ehz hdmcdn jhhocdk- cr à||ndy fhyrms b~zcdk r`n |zhfhrchdam |nzchb$

[`ndnunz r`nzn cy a |zhfhrchd hd r`ncz {njycrn- ihdknyrchd hd r`n {njycrn à||ndy$R`n i~yrhfnzy {cmm |~r cd a uczr~am {acrcdk zhhf adb r`ns azn dhr ajmn rh faon

ads jzh{ycdk adb cdehzfarchd kar`nzcdk$ R`cy fas ia~yn bcya||hcdrfndr afhdk

i~yrhfnzy$ R`~y- AczAyca iad abb fhzn ynzunzy rh cdiznayn r`n neecicndis ehz r`ncz

{njycrn$

>$5

Mcfcrarchdy he r`n Yr~bs

R`zh~k`h~r r`n |zhkznyy he ihdb~ircdk r`cy yr~bs- r`nzn azn ynunzam mcfcrarchdy ràr

àun jnnd cbndrcecnb adb cf|hzradr rh jn |hcdrnb h~r cd hzbnz ehz r`n znynazi`nzy rh

mnazd adb aiodh{mnbkn$

R`n eczyr mcfcrarchd cy mcfcrnb yaf|mn ycwn rh zn|znyndr {`hmn |h|~marchd he AczAyca

Famasyca$ B~n rh rcfn adb znyh~ziny ihdyrzacdry- r`n znynazi`nzy àun bcyrzcj~rnb :


92/114




\akn ;5 he 30

Ynihdbms- r`n znynazi`nzy àun hdms |zn|aznb ad Ndkmcy` unzychd he q~nyrchddaczn rh

r`n zny|hdbndry$ R`~y- cr ày ia~ynb bceeci~mrcny rh yhfn he r`n zny|hdbndry {`h azn

~dajmn rh e~mms ~dbnzyradb inzracd q~nyrchdy ràr àun jnnd ayonb js r`n znynazi`nzy

b~n rh mh{ Ndkmcy` yradbazb mnunm$ R`~y- r`ns {h~mb zar`nz ehmmh{ r`ncz cdr~crchdy rh

ady{nz cr {`ci` iad ia~yn jcay rh r`n zny~mr$

R`czbms- r`nzn azn yhfn eairhzy ràr àun dhr jnnd cdim~bnb cd r`n yr~bs {`nznjs r`ns

azn yckdceciadr rh r`n yr~bs ay {nmm$ Cd r`cy yr~bs- r`n znynazi`nzy hdms ehi~y hd

npafcdcdk r`n dhd&|zcin eairhzy$ \zcin cy ad cf|hzradr eairhz rh MII {`nzn

ihdy~fnzy azn {cbnms jaynb hd r`n |zcin rh g~bkn hd r`n ynzucin q~amcrs$ Abbcrchdamms-

|zcicdk yrzarnks cy r`n facd ehi~y ehz MII rh z~d r`n j~ycdnyy$ Fhznhunz- |zhfhrchdam|aioakny y`h~mb jn ihunznb jnia~yn r`n |ayyndknzy azn mconms rh kcun zarcdk hd r`n

ynzucin q~amcrs ràr azn bnmcunznb js r`n ynzucin |zhucbnz {`h |zhucbny ynzucin ràr

facdms jaynb hd r`n |zhfhrchd heenznb$ E~zr`nzfhzn- r`n |ayyndknzy amyh |nzincun

yni~zcrs ay hdn he r`n eairhzy ràr kcun cf|air hd r`n IY$ Nundr~amms- r`n znynazi`nzy

bcb dhr adamswn r`nyn eairhzy b~n rh rcfn ihdyrzacdry$

Mayrms- r`n q~nyrchddaczn {ay bnyckdnb cd a imhyn&ndbnb faddnz {`ci` znq~cznb

zny|hdbndr rh rcio hd r`n ady{nz ràr cy r`n jnyr rh zn|znyndr r`ncz r`h~k`ry hz

yarcyeairchd mnunm$ Amr`h~k` cr {ay jndnecicam ay r`n zny|hdbndry ih~mb naycms adb

ihdundcndrms ady{nz r`n q~nyrchddaczn- r`n znynazi`nzy {nzn ajmn rh adamswn adb

cdrnz|znr r`n bara naycms b~n rh rcfn adb znyh~ziny ihdyrzacdr$ @h{nunz- cr {h~mb mcfcr

r`n znynazi`nzy rh kacd fhzn cd&bn|r` ~dbnzyradbcdk adb r`h~k`ry ezhf r`n |ayyndknzy

rh{azby AczAyca Famasyca- {`ci` cdbcznirms aeenir r`n aii~zais adb znmcajcmcrs he

zny~mr$ Ce r`n q~nyrchddaczn {nzn bnyckdnb cd ad h|nd&ndbnb faddnz- r`n znynazi`nzy

{h~mb jn ajmn rh ecdb h~r {àr cy ~||nzfhyr cd r`n zny|hdbndry fcdby$

Ycf~mradnh~yms- jnrrnz aii~zais he zny~mr ih~mb jn hjracdnb$ @h{nunz- r`n

zny|hdbndry {cmm ennm rzh~jmnyhfn js r`cy ocdb he q~nyrchddaczn {`ci` {h~mb znq~czn

r`nf rh raon mhdknz rcfn rh ady{nz$


94/114




\akn ;0 he 30

Hr`nz ràd ràr- ehz e~r~zn znynazi`nzy r`ns iad amyh ihdb~ir r`n yr~bs cd a q~amcrarcun

znynazi` yh ràr r`ns iad hjracd fhzn znmcajmn adb |znicyn cdehzfarchd$

>$0 Ihdim~ychdAy a ihdim~ychd- r`cy |hzrchd y~ffazcwny r`n ndrczn ià|rnz he r`cy yr~bs$ R`nzn azn

fadaknzcam cf|mciarchdy ràr àun `nm|nb r`n aczmcdny cdb~yrzs rh faon ynzucin

cf|zhunfndr cd hzbnz rh fapcfcwn cry j~ycdnyy |nzehzfadin$ Jnycbny- r`cy yr~bs ày

cdim~bnb ynunzam mcfcrarchdy ràr àun jnnd eainb js r`n znynazi`nzy$ @h{nunz- r`nyn

mcfcrarchdy àun jnnd y~||hzrnb js znihffndbarchdy cd hzbnz rh ndàdin r`n aczmcdny

cdb~yrzs ay a {`hmn cd r`n e~r~zn$

R`zh~k`h~r r`cy yr~bs- r`n znynazi`nzy àun bcyihunznb yhfn `cbbnd adb cf|hzradr

eairhzy ràr àun cf|airnb r`n mnunm he IY rh{azby YQ he AczAyca Famasyca$ @ndin-

r`cy yr~bs ày `nm|nb r`n aczmcdny cdb~yrzs rh onn| rzaio he r`n ycp cf|hzradr

cdbn|ndbndr uazcajmny adb ihdrcd~h~yms fhdcrhz r`ncz YQ cd ndy~zcdk fapcf~f

yarcyeairchd afhdk r`n i~yrhfnzy$ R`~y- cr amyh bnecdcrnms `nm|y rh iznarn i~yrhfnz

mhsamrs ehz r`n aczmcdny cdb~yrzs$


95/114




\akn ;3 he 30

ZNENZNDINY

Abaf- E$- [adk- M$- % Ezado- R$ (:


96/114




\akn 0< he 30

Jamm- F$- % @heefad- Z$ (:


97/114




\akn 01 he 30

Iauada- Z$ S$- Jzcad- M$- Bnma`asn- % Ynoazad- ^$ (:


98/114




\akn 0: he 30

Bara&ihmmnirchd rhhmy (d$b$#$ Znrzcnunb Enjz~azs :


99/114




\akn 09 he 30

K~mdawa`fab$ (:


100/114




\akn 02 he 30

Gafny- \$ O$ (133;#$ Yaf|mcdk$ Znrzcnunb Fazi` 19- :3030$`rfl

Gh`dy- D$- % \cdn- Z$ (:


101/114




\akn 0> he 30

Mnhdazb- E$ Y$- % Yayynz- [$ N$ (130:#$ R`n cdimcdn he q~amcrs$ @azuazb J~ycdnyy

Znucn{- 5#- 159&1;1$

Mnhdk- @$ S$ % Mnn- O$ Y$ (:


102/114




\akn 05 he 30

Fam`hrza- D$ O$ (:


103/114




\akn 0; he 30

Hmcunz- Z$ M$ (1339#$ A ihdin|r~am fhbnm he ynzucin q~amcrs adb ynzucin yarcyeairchd7

Ihf|arcjmn khamy- bceenzndr ihdin|ry$ Abuadiny cd Ynzuciny Fazonrcdk adb

Fadaknfndr7 Znynazi` adb \zaircin- 5>&0>$

\azay~zafad- A$- Wncr`afm- U$ A$- % Jnzzs- M$ M$ (1300#$ YNZUQ^AM7 A f~mrc|mn&

crnf yiamn ehz fnay~zcdk ihdy~fnz |nzin|rchdy he ynzucin q~amcrs$ Gh~zdam he

Znracmcdk- 52(1#- 1:&2


104/114




\akn 00 he 30

Znynazi`nzy `aun yr~bcnb adb |zhucbn cdeh$ (:


105/114




\akn 03 he 30

Yaf|mcdk cd fazonrcdk znynazi` (d$b$#$ Znrzcnunb Enjz~azs :3- :


106/114




\akn 3< he 30

Y~`acwa- W$- Mnn- I$ O$- % Enzdadbh- S$ (:


107/114




\akn 31 he 30

[ncio- O$ N$ (133>#$ Yndynfaocdk cd hzkadcwarchdy$ R`h~yadb Hao- IA7 Yakn$

[cmmcaf- F$ O$ (:


108/114




\akn 3: he 30

A\\NDBCINY

A||ndbcp A7 Q~nyrchddaczn^DCUNZYCRC R^DO^ AJB^M ZA@FAD

EAI^MRS HE AIIH^DRADIS ADB FADAKNFNDR

JAI@NMHZ HE CDRNZDARCHDAM J^YCDNY (@HDY#

Znynazi` \zhgnir Rh|ci7 A Yr~bs he I~yrhfnz Yarcyeairchd Rh{azby Ynzucin Q~amcrs

cd AczAyca Famasyca

Bnaz zny|hdbndry-

[n azn Ecdam Snaz yr~bndry he Jai`nmhz he Cdrnzdarchdam J~ycdnyy (@HDY#-

ezhf ^dcunzycrc R~do~ Ajb~m Za`fad$

[n azn i~zzndrms ihdb~ircdk a y~zuns rh yr~bs r`n i~yrhfnz yarcyeairchd

rh{azby ynzucin q~amcrs cd AczAyca$ Sh~z zny|hdyn {cmm jn `nmb ihdecbndrcam adb cr cy

fnadr ehz aiabnfci |~z|hyn hdms$ R`n zny|hdyny r`ar sh~ kcun {cmm jn yrzcirms

ihdecbndrcam adb bara ezhf r`cy y~zuns {cmm jn zn|hzrnb hdms cd akkznkarn$ Cr {cmm raon

ajh~r 1 fcd~rny he sh~z rcfn cd hzbnz rh ihf|mnrn r`cy y~zuns$

R`ado sh~ ehz sh~z |znich~y rcfn adb |azrcic|archd cd r`cy yr~bs$

Kzh~| Znynazi`nzy7

Ndk Ac Gca 1

7/21/2019 A Study of Customer Satisfaction Towards Ser

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A Study of Customer Satisfaction Towards Service Quality in Airasia Malaysia- Eng, Lee, Tan, & Yeoh (2012)