a study of customer satisfaction towards service quality in airasia malaysia- eng, lee, tan, & yeoh...
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7/21/2019 A Study of Customer Satisfaction Towards Service Quality in Airasia Malaysia- Eng, Lee, Tan, & Yeoh (2012)
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A YR^BS HE I^YRHFNZ YARCYEAIRCHDRH[AZBY YNZUCIN Q^AMCRS CD ACZAYCA
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A YR^BS HE I^YRHFNZ YARCYEAIRCHDRH[AZBY YNZUCIN Q^AMCRS CD ACZAYCA
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A YR^BS HE I^YRHFNZ YARCYEAIRCHD
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I@A\RNZ 17 ZNYNAZI@ HUNZUCN[ $$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$ 1
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1$9$1 Kndnzam Hjgnircuny $$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$ 5
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1$> @s|hr`nyny he r`n Yr~bs $$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$ 0
1$5 Yckdceciadin he r`n Yr~bs $$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$ 3
1$; I`a|rnz Mash~r $$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$ 1 @s|hr`nyny Bnunmh|fndr $$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$ 10
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:$>$: Znmarchdy`c| jnr{nnd yi`nb~mn adb i~yrhfnz yarcyeairchd $$$$$$$$$$$$$$$$$$$ 13
:$>$9 Znmarchdy`c| jnr{nnd kzh~db yraee adb i~yrhfnz yarcyeairchd $$$$$$$$$$$$$$ :$2 Znmarchdy`c| jnr{nnd emck`r arrndbadry adb i~yrhfnz yarcyeairchd $$$$$$$ :$> Znmarchdy`c| jnr{nnd hdmcdn ynzuciny adb i~yrhfnz yarcyeairchd $$$$$$$$$ ::
:$>$5 Znmarchdy`c| jnr{nnd ehhb ynzuciny adb i~yrhfnz yarcyeairchd $$$$$$$$$$$$ :9
:$5 Ihdim~ychd $$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$ :2
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9$9$1 \zcfazs Bara $$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$ :5
9$9$: Ynihdbazs Bara $$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$ :;
9$2 Yaf|mcdk Bnyckd $$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$ :;
9$2$1 Razknr \h|~marchd $$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$ :;
9$2$: Yaf|mcdk Ezafn adb Yaf|mcdk Mhiarchd $$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$ :0
9$2$9 Yaf|mcdk Nmnfndr $$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$ :0
9$2$2 Yaf|mcdk Rni`dcq~n $$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$ :3
9$2$> Yaf|mcdk Ycwn $$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$ :3
9$> Znynazi` Cdyrz~fndr $$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$ 9$1 \cmhr Rnyr $$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$ 9:
9$5 Ihdyrz~iry Fnay~znfndr $$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$ 92
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9$; Bara \zhinyycdk $$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$ 9>
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9$;$2 Bara Rzadyizcjcdk$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$ 9;
9$;$> Bara Imnadcdk$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$ 9;
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9$0 Bara adamsycy $$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$ 9;
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9$0$: Yiamn Fnay~znfndr $$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$ 90
9$0$9 Znmcajcmcrs Rnyr $$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$ 93
9$0$2 Cdenzndrcam Adamsycy $$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$ 93
9$3 Ihdim~ychd $$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$ 21
I@A\RNZ 27 BARA ADAMSYCY $$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$ 2:
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2$: Bnyizc|rcun Adamsycy $$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$ 2:
2$:$1 Zny|hdbndry Bnfhkza|`ci |zhecmn $$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$ 2:
2$:$: Eznq~ndicny Rajmn he Kndnzam Cdehzfarchd $$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$ >0
2$9$1 Znmcajmcrs Rnyr $$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$ >0
2$2 Cdenzndrcam Adamsycy $$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$ >3
2$2$1 \nazyhd Ihzznmarchd Adamsycy $$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$ >3
2$2$: F~mrc|mn Znkznyychdy Adamsycy $$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$ 5 Ihdim~ychdy $$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$ 52
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>$: Y~ffazs he Yrarcyrciam Adamsycy $$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$ 5>
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>$2 Bcyi~yychdy he r`n Faghz Ecdbcdky $$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$ 50
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1$1 AczAyca Kzh~| H|nzarcdk Yrarcyrci 9
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cbndrcecnb cd r`cy znynazi` |zhgnir rh jn radkcjmn enar~zny- yi`nb~mny- ynzuciny |zhucbnb
js r`n kzh~db yraee- ynzuciny |zhucbnb js r`n emck`r arrndbadry- hdmcdn ynzuciny adb
ehhb ynzuciny$ R`n nfnzkcdk bhfcdadin he AczAyca Famasyca cd r`n aczmcdny cdb~yrzs
e~zr`nz cdiznayny r`n arrzaircundnyy he r`cy |zhgnir$ R`n zarchdamn he ihdb~ircdk r`cy
znynazi` |zhgnir cdiznayny r`n nf|czciam odh{mnbkn adb izcrciam r`cdocdk ajh~r
i~yrhfnz yarcyeairchd adb ynzucin q~amcrs- uazscdk ezhf r`n bcunzycrs he bnecdcrchd ehz
ynzucin q~amcrs adb i~yrhfnz yarcyeairchd rh r`n nprndr he `h{ yckdceciadr azn r`n
eairhzy cd znmarcun rh nai` hr`nz rh{azby i~yrhfnz yarcyeairchd$ Cr masy r`n eh~dbarchd
ehz r`n aczmcdny cdb~yrzs rh e~zr`nz nd`adin adb cf|zhun hd r`n ynzucin q~acmrs adb cry
neenircun fnady he ynzucin bnmcunzs$ R`zh~k` r`cy |zhgnir- r`n ~dbnzyradbcdk he
i~yrhfnz yarcyeairchd adb ynzucin q~amcrs iad jn ehyrnznb jhr` ezhf r`n ucn{|hcdry he
r`n hzkadcwarchd adb i~yrhfnzy$
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pccc
AJYRZAIR
Cd za|cbms i`adkcdk ihdrnf|hzazs j~ycdnyy {hzmb- r`n nfnzkcdk yckdceciadin he r`naczmcdny cdb~yrzs `ay jnnd hdn he r`n fhyr iz~icam nihdhfci bnunmh|fndry he r`n |ayr
bniabn$ A |azabckf y`cer {ay znihzbnb cd rnzfy he r`n nayn he rzady|hzrarchd adb
znmcajcmcrs he r`n aczmcdny ihz|hzarchdy aizhyy r`n kmhjn$ R`n aczmcdny cdb~yrzs `ay
|masnb ad cf|hzradr zhmn cd r`n kmhjam nihdhfs ny|nicamms cd ynzucdk ay a ucram
ihf|hdndr cd r`n rh~zcyf cdb~yrzs adb znfacdy nyyndrcam rh r`n ihdb~ir he
cdrnzdarchdam j~ycdnyy$ Fhznhunz- mh{ ihyr iazzcnzy `aun jnihfn bhfcdadr |masnzy cd
r`n aczmcdny cdb~yrzs cd r`n znindr snazy$ AczAyca Famasyca `ay fabn a znfazoajmn
znuhm~rchd cd r`n acz rzaunm {cr` za|cbms cdiznaycdk kzh{r` hunz r`n snazy$
R`n fhyr ihdinzd he ads aczmcdny ihz|hzarchd {h~mb am{asy jn r`n e~mecmmcdk r`n
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 r`ar 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$
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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 :
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\akn 1 he 30
I@A\RNZ 17 ZNYNAZI@ HUNZUCN[
1$
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\akn : he 30
Jaynb hd ^`nzno (:
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\akn 9 he 30
Aiihzbcdk rh AczAyca Kzh~|- r`n ehmmh{cdk rajmn bcy|masy r`n rhram |ayyndknzy he
AczAyca jnr{nnd :
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\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 r`ar hdms
yarcyecnb i~yrhfnzy {cmm `aun r`n cdrndrchd he zn|nar |~zi`ayn (G~y~e- :
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\akn > he 30
1$: \zhjmnf YrarnfndrA ehi~y he q~amcrs cy iz~icam rh ynzucin j~ycdnyy adb cr `ay airnb ay a jayci ehz
hzkadcwarchd rh y~zucun r`n ihf|nrcrchd- knr yhicnrsy aiin|radin adb jn ajmn rh
ai`cnun cry fcyychdy (Daramcya % Y~jzhrh- :
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\akn 5 he 30
Ihdunzynms- ay ehhb ynzuny ay hdn he r`n jayci `~fad dnnby- r`n |ayyndknzy rndb rh
ihf|azn adb nuam~arn r`n EY hd jhazb {cr` r`ncz |nzyhdam ihdy~f|rchd np|nzcndin-
jn cr js r`n aczmcdny ihf|adcny hz hr`nz ehhb adb jnunzakn ihf|adcny$ Ehz hunzamm-
r`nyn ycp bcfndychdy {nzn jn cdunyrckarnb js znynazi`nzy rh `aun a imnaznz
~dbnzyradbcdk hd IY rh{azby r`n YQ he AczAyca Famasyca$
1$9 Znynazi` Hjgnircuny
1$9$1 Kndnzam HjgnircunyR`n |~z|hyn he r`cy yr~bs cy rh cbndrces r`n znmarchdy`c| he r`n eairhzy r`ar aeeniry r`n
IY adb YQ cd AczAyca$ 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 `aun akznnb r`ar 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~ddcdk`af- Sh~dk- % Mnn- :
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\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~ (:
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\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$
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\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$
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\akn 1< he 30
1$; I`a|rnz Mash~r
Kndnzamms r`cy yr~bs ihdycyry he ecun i`a|rnzy ay mcyrnb jnmh{7
I`a|rnz 17 Cdrzhb~irchd
Cr cy r`n ysdh|ycy he r`n yr~bs$ 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- i`a|rnz mash~r adb ihdim~ychd$
I`a|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$
I`a|rnz 97 Znynazi` Fnr`hbhmhks
Cr cy facdms ajh~r r`n znynazi` fnr`hbhmhks$ Cd r`cy i`a|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$
I`a|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$
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\akn 11 he 30
I`a|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 i`a|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$0 Ihdim~ychdR`cy yr~bs `ay npafcdnb r`n yr~bs he IY rh{azby YQ cd AczAyca Famasyca$ R`n
|zhjmnf yrarnfndr- znynazi` hjgnircuny- znynazi` q~nyrchdy adb `s|hr`nyny `aun jnnd
bnunmh|nb jaynb hd |znuch~y mcrnzar~zn$ Abbcrchdamms- r`n dnpr i`a|rnz {cmm bcyi~yy cd
bn|r` hd nai` he r`n uazcajmny adb r`n |zh|hynb ihdin|r~am ezafn{hzo$
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\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 i`a|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 I`a|rnz :$
:$: Znucn{ he Mcrnzar~zn:$:$1 I~yrhfnz YarcyeairchdI~yrhfnz Yarcyeairchd (IY# `ay ihdrcd~h~yms kacdnb cdiznaycdk arrndrchd cd j~ycdnyy
rh fnay~zn |zhb~iry hz ynzucin |nzehzfadin$ Cd r`n ycf|mnz rnzfy- IY cy znkazbnb ayi~yrhfnzy nuam~archd he r`ncz |~zi`ayny adb ihdy~f|rchd np|nzcndin {cr` a
|zhb~ir hz ynzucin rh fnnr r`n i~yrhfnzy dnnby (I`nd- I`adk- @y~- % Sadk- :
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\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 (:
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\akn 12 he 30
:$:$: Ynzucin Q~amcrsMnhdazb adb Yayynz (130:# adb Zajcd (1309# yrarnb r`ar r`n q~amcrs he khhby adb
ynzuciny `ay jnihfn a znihkdcwnb cyy~n cd r`n fazonrcdk ihdrnpr$ R`nznehzn-
hzkadcwarchd `ay rh ~dbnzyradb adb ai`cnun YQ rh yarcyes r`n i~yrhfnzy
np|nirarchdy adb dnnby (I`nd- nr am$- :
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A YR^BS HE I^YRHFNZ YARCYEAIRCHD RH[AZBY
YNZUCIN Q^AMCRS CD ACZAYCA FAMASYCA
XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX
\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-
:
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\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- :
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\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
-
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\akn 10 he 30
:$> @s|hr`nyny Bnunmh|fndr:$>$1 Znmarchdy`c| jnr{nnd radkcjmn enar~zny adb i~yrhfnz
yarcyeairchd
Aiihzbcdk rh Wncr`afm- \azay~zafad adb Jnzzs (133
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A YR^BS HE I^YRHFNZ YARCYEAIRCHD RH[AZBY
YNZUCIN Q^AMCRS CD ACZAYCA FAMASYCA
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\akn 13 he 30
:$>$: Znmarchdy`c| jnr{nnd yi`nb~mn adb i~yrhfnz yarcyeairchdAiihzbcdk rh @adyfad (:
-
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YNZUCIN Q^AMCRS CD ACZAYCA FAMASYCA
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\akn :< he 30
:$>$9 Znmarchdy`c| jnr{nnd kzh~db yraee adb i~yrhfnzyarcyeairchd
Aiihzbcdk rh Y~d adb I`ch~ (:
-
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\akn :1 he 30
{`ci` bnecdnb ay r`n ajcmcrs he cdbcucb~amy rh zn|znyndr r`ncz np|nzcndiny cd a
ihdrcd~h~y jaycy$ Eh~zr` cy ndairfndr- {`ci` bnecdny r`ar |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 r`ar {cmm `nm| |nh|mn rh bnunmh| cd a jnrrnz {as$ Ycpr` cy yhicam-
{`ar |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 `aun 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- :
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YNZUCIN Q^AMCRS CD ACZAYCA FAMASYCA
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\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- :
-
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YNZUCIN Q^AMCRS CD ACZAYCA FAMASYCA
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\akn :9 he 30
Znenzzcdk rh Abaf- [adk adb Ezado (:
-
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YNZUCIN Q^AMCRS CD ACZAYCA FAMASYCA
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\akn :2 he 30
Ecdamms- Bnm{ci`n (:
-
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\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- :
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YNZUCIN Q^AMCRS CD ACZAYCA FAMASYCA
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\akn :5 he 30
R`cy yr~bs ehi~yny hd cdunyrckarcdk adb npafcdcdk r`n eairhzy r`ar 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
r`ar 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 `aun yr~bcnb- :
-
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YNZUCIN Q^AMCRS CD ACZAYCA FAMASYCA
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\akn :; he 30
9$9$: Ynihdbazs BaraYnihdbazs bara cy odh{d ay bara r`ar `ay 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 {`ar azn r`n
bnecicndicny adb {`ar abbcrchdam cdehzfarchd {`ci` cy dnnbnb rh jn ihmmnirnb ehz
yr~bs (Ynihdbazs Bara- :
-
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A YR^BS HE I^YRHFNZ YARCYEAIRCHD RH[AZBY
YNZUCIN Q^AMCRS CD ACZAYCA FAMASYCA
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\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 `ay jnnd bza{d$ Cd
hr`nz {hzby- amm ~dcry r`ar `aun jnnd cdim~bnb cd r`n yaf|mcdk ezafn `aun ad nq~am
i`adin rh knr ynmnirnb ay zny|hdbndry (Yaf|mcdk Ezafny- :
-
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\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- :
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YNZUCIN Q^AMCRS CD ACZAYCA FAMASYCA
XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX
\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-
:
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\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 :
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\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-
:
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\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 >
-
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\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~
(:
-
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\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- :
-
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\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- :
-
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\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- :
-
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A YR^BS HE I^YRHFNZ YARCYEAIRCHD RH[AZBY
YNZUCIN Q^AMCRS CD ACZAYCA FAMASYCA
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\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- :
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YNZUCIN Q^AMCRS CD ACZAYCA FAMASYCA
XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX
\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- :
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YNZUCIN Q^AMCRS CD ACZAYCA FAMASYCA
XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX
\akn 2< he 30
R`nznehzn- uazcajmny r`ar `aun 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 r`ar
znmarny a ycdkmn ihdrcd~h~y bn|ndbndr uazcajmn rh r{h hz fhzn cdbn|ndbndr uazcajmny
(I`~zi`cmm % Jzh{d- :
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YNZUCIN Q^AMCRS CD ACZAYCA FAMASYCA
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\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 bara- ynihdbazs 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 mhiarchd- yaf|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$
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\akn 2: he 30
I@A\RNZ 27 BARA ADAMSYCY
2$1 Cdrzhb~irchdR`cy i`a|rnz zn|znyndry r`n |arrnzdy adb adamsycy he zny~mry {`ci` azn znmnuadr rh r`n
znynazi` q~nyrchdy adb `s|hr`nyny$ R`cy i`a|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$: Bnyizc|rcun Adamsycy2$:$1 Zny|hdbndry Bnfhkza|`ci |zhecmnR`n Bnfhkza|`ci |zhecmn he r`n zny|hdbndry `ay jnnd cbndrcecnb cd Ynirchd A he r`n
q~nyrchddaczn$ 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$
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YNZUCIN Q^AMCRS CD ACZAYCA FAMASYCA
XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX
\akn 29 he 30
Rajmn 2$1 Kndbnz he zny|hdbndry
Iarnkhzs Eznq~ndis (D# \nzindrakn (.#
KndbnzFamn
Enfamn
;2
1;$>
Yh~zin7 Bnunmh|nb ehz r`n yr~bs
Eck~zn 2$1 Kndbnz he zny|hdbndry
Yh~zin7 Bnunmh|nb ehz r`n yr~bs
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$
-
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YNZUCIN Q^AMCRS CD ACZAYCA FAMASYCA
XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX
\akn 22 he 30
Rajmn 2$: Akn he zny|hdbndry
Iarnkhzs Eznq~ndis (D# \nzindrakn (.#
Akn10&:$3. he r`n zny|hdbndry {nzn fazzcnb$ Fnad{`cmn- 1$1
-
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\akn 2; he 30
Rajmn 2$> [hzo yrar~y he zny|hdbndry
Iarnkhzs Eznq~ndis (D# \nzindrakn (.#
[hzo Yrar~yYr~bndr
E~mm&rcfn
\azr&rcfn
Znrcznb
Hr`nzy
;;
0>
3
:
1
22$9
20$3
>$:
1$1
[hzo yrar~y he zny|hdbndry
Yh~zin7 Bnunmh|nb ehz r`n yr~bs
Znenzzcdk rh Eck~zn 2$> 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
-
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\akn 20 he 30
Rajmn 2$5 Cdihfn he zny|hdbndry
Iarnkhzs Eznq~ndis (D# \nzindrakn (.#
Cdihfn
Jnmh{ ZF1-
-
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YNZUCIN Q^AMCRS CD ACZAYCA FAMASYCA
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\akn 23 he 30
Rajmn 2$; Nb~iarchd he zny|hdbndry
Iarnkhzs Eznq~ndis (D# \nzindrakn (.#
Nb~iarchdY\F
YR\F
Bc|mhfa
Bnkznn
Fayrnz
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:>
9
92
30
1
>5$9
>$;
:$9
Yh~zin7 Bnunmh|nb ehz r`n yr~bs
Eck~zn 2$; Nb~iarchd he zny|hdbndry
Yh~zin7 Bnunmh|nb ehz r`n yr~bs
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YNZUCIN Q^AMCRS CD ACZAYCA FAMASYCA
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\akn >< he 30
Jaynb hd Eck~zn 2$; adb Rajmn 2$;- r`n zny~mry `ay y`h{d r`ar >5$9
-
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\akn >1 he 30
Eck~zn 2$1$:$:7 Rzaunmmcdk js AczAyca
Yh~zin7 Bnunmh|nb ehz r`n yr~bs
Eck~zn 2$1$:$: `ay y`h{d r`ar r`n |nzindrakn he r`n zny|hdbndry {`h `aun rzaunmmnb
{cr` AczAyca$ R`nznehzn- 1
-
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\akn >: he 30
Eck~zn 2$1$:$97 Rzaunm znk~mazms
Yh~zin7 Bnunmh|nb ehz r`n yr~bs
Eck~zn 2$1$:$9 `ay y`h{d r`ar r`n |nzindrakn he r`n zny|hdbndry {`h `aun i`hynd rh
rzaunm znk~mazms$ R`nzn {nzn 5;$:
-
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\akn >9 he 30
Eck~zn 2$1$:$27 Rcfny rzaunm cd a snaz
Yh~zin7 Bnunmh|nb ehz r`n yr~bs
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
-
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YNZUCIN Q^AMCRS CD ACZAYCA FAMASYCA
XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX
\akn >2 he 30
Eck~zn 2$1$:$>7 Rzaunm {cr` mh{ ihyr aczmcdny
Yh~zin7 Bnunmh|nb ehz r`n yr~bs
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
-
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YNZUCIN Q^AMCRS CD ACZAYCA FAMASYCA
XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX
\akn >> he 30
Eck~zn 2$1$:$57 Imayy he aczmcdn
Yh~zin7 Bnunmh|nb ehz r`n yr~bs
Eck~zn 2$1$:$5 `ay y`h{d r`ar 3
-
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YNZUCIN Q^AMCRS CD ACZAYCA FAMASYCA
XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX
\akn >5 he 30
Eck~zn 2$1$:$;7 Aczmcdn rcionry
Yh~zin7 Bnunmh|nb ehz r`n yr~bs
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
-
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YNZUCIN Q^AMCRS CD ACZAYCA FAMASYCA
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\akn >; he 30
Eck~zn 2$1$:$07 Iarnkhzcwn he acz rzaunm
Yh~zin7 Bnunmh|nb ehz r`n yr~bs
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
-
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\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 $50; >
Yh~zin7 Bnunmh|nb ehz r`n yr~bs
Aiihzbcdk rh Fam`hrza (:
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\akn >3 he 30
rnyr `ay cdbciarnb r`ar hunzamm npin|r r`n radkcjmn yarcyeairhzs cdrnzdam ihdycyrndis
znmcajcmcrs ehz nai` ihdyrz~ir$ R`n zny~mr `ay y`h{d r`ar ynzuciny |zhucbnb js kzh~db
yraee adb emck`r arrndbadry `ab r`n `ck`nyr ihneecicndr (
-
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YNZUCIN Q^AMCRS CD ACZAYCA FAMASYCA
XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX
\akn 5< he 30
Cd r`cy yr~bs- EA `ay y`h{d |hycrcun znmarchdy`c| {cr` z6
-
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YNZUCIN Q^AMCRS CD ACZAYCA FAMASYCA
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\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 $
-
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YNZUCIN Q^AMCRS CD ACZAYCA FAMASYCA
XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX
\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
@
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\akn 59 he 30
Ynzuciny \zhucbnb js Kzh~db Yraee
@
-
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\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 |=
-
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\akn 5> he 30
I@A\RNZ >7 BCYI^YYCHD- IHDIM^YCHD ADBCF\MCIARCHDY
>$1 Cdrzhb~irchdCd r`n |znuch~y i`a|rnz- r`n znynazi`nzy `aun hjracdnb zny~mry ezhf r`n bara ihmmnirnb$
R`cy i`a|rnz {cmm bcyi~yy hd r`n ecdbcdky ezhf |znuch~y i`a|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` `aun ihdyrcr~rnb >;$>. he r`n
yaf|mn ycwn- aknb iarnkhzs he jnr{nnd :1&9< snazy hmb {`ci` `aun ihdyrcr~rnb
;
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\akn 55 he 30
Ay ehz r`n kndnzam cdehzfarchd- r`nzn {nzn ynunzam q~nyrchdy cyy~nb adb r`n
y~ffazs kacdnb y`h{d ay ehmmh{$ 1
-
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\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 =
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YNZUCIN Q^AMCRS CD ACZAYCA FAMASYCA
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\akn 50 he 30
>$2 Bcyi~yychdy he r`n Faghz Ecdbcdky
>$2$1 @s|hr`nycy 1@
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\akn 53 he 30
>$2$: @s|hr`nycy :
@
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\akn ;< he 30
>$2$9 @s|hr`nycy 9@
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\akn ;1 he 30
>$2$2 @s|hr`nycy 2@
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\akn ;: he 30
Fhznhunz- F~d~yafs- I`nmmca` adb \adbcad (: EA
{`h |zhucbn r`n ynzucin ehz |ayyndknzy hd nai` emck`r$ Yhfnrcfny- r`nzn cy
cdy~eecicndr d~fjnzy he EA rh `adbmn 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 `ay y`h{d r`ar HDM cy yckdceciadr rh IY$ R`cy iad jn
y~||hzrnb js Abaf- [adk adb Ezado (:
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\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$5 @s|hr`nycy 5@
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\akn ;2 he 30
Jnycbny r`ar- amfhyr amm AczAyca emck`ry azn y`hzr&`a~mnb (9 `h~z emck`r hz mnyy#$ 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 `aun 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 `aun a znyr hz da|
r`ad 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$
>$> Cf|mciarchdy he r`n Yr~bs>$>$1 Fadaknzcam Cf|mciarchdyR`cy yr~bs `ay znihffndbnb a `adbe~m he cf|mciarchdy ehz r`n |hmcis faonzy ay
{nmm ay r`n |zaircrchdnzy he AczAyca$ @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 r`ar y`h~mb jn nf|`aycwnb 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 r`ar 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 r`ar 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`
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\akn ;> he 30
rh r`n |ayyndknz crynme adb r`n dnck`jhzcdk |ayyndknzy$ AczAyca y`h~mb ihdycbnz
|~zi`aycdk 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 `a||ndy fhyrms b~zcdk r`n |zhfhrchdam |nzchb$
[`ndnunz r`nzn cy a |zhfhrchd hd r`ncz {njycrn- ihdknyrchd hd r`n {njycrn `a||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$
>$5
Mcfcrarchdy he r`n Yr~bs
R`zh~k`h~r r`n |zhkznyy he ihdb~ircdk r`cy yr~bs- r`nzn azn ynunzam mcfcrarchdy r`ar
`aun jnnd cbndrcecnb adb cf|hzradr rh jn |hcdrnb h~r cd hzbnz ehz r`n znynazi`nzy rh
mnazd adb aiodh{mnbkn$
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 `aun bcyrzcj~rnb :
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\akn ;5 he 30
Ynihdbms- r`n znynazi`nzy `aun hdms |zn|aznb ad Ndkmcy` unzychd he q~nyrchddaczn rh
r`n zny|hdbndry$ R`~y- cr `ay ia~ynb bceeci~mrcny rh yhfn he r`n zny|hdbndry {`h azn
~dajmn rh e~mms ~dbnzyradb inzracd q~nyrchdy r`ar `aun 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 r`ar `aun 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 r`ar azn bnmcunznb js r`n ynzucin |zhucbnz {`h |zhucbny ynzucin r`ar
facdms jaynb hd r`n |zhfhrchd heenznb$ E~zr`nzfhzn- r`n |ayyndknzy amyh |nzincun
yni~zcrs ay hdn he r`n eairhzy r`ar 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 r`ar 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 {`ar 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$
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\akn ;; he 30
>$; Znihffndbarchdy ehz E~r~zn Znynazi`Aernz ihf|mnrcdk r`cy yr~bs- r`n znynazi`nzy `aun eh~db h~r r`ar r`nzn azn yhfn y|ainy
ehz cf|zhucdk r`n q~amcrs he r`cy yr~bs cd e~r~zn$
R`n aii~zais adb znmcajcmcrs he r`n zny~mr iad jn cf|zhunb js np|adbcdk r`n yaf|mn
ycwn- y|niceciamms fhzn r`ad :
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\akn ;0 he 30
Hr`nz r`ad r`ar- ehz e~r~zn znynazi`nzy r`ns iad amyh ihdb~ir r`n yr~bs cd a q~amcrarcun
znynazi` yh r`ar r`ns iad hjracd fhzn znmcajmn adb |znicyn cdehzfarchd$
>$0 Ihdim~ychdAy a ihdim~ychd- r`cy |hzrchd y~ffazcwny r`n ndrczn i`a|rnz he r`cy yr~bs$ R`nzn azn
fadaknzcam cf|mciarchdy r`ar `aun `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 `ay
cdim~bnb ynunzam mcfcrarchdy r`ar `aun jnnd eainb js r`n znynazi`nzy$ @h{nunz- r`nyn
mcfcrarchdy `aun jnnd y~||hzrnb js znihffndbarchdy cd hzbnz rh nd`adin 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 `aun bcyihunznb yhfn `cbbnd adb cf|hzradr
eairhzy r`ar `aun cf|airnb r`n mnunm he IY rh{azby YQ he AczAyca Famasyca$ @ndin-
r`cy yr~bs `ay `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$
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\akn ;3 he 30
ZNENZNDINY
Abaf- E$- [adk- M$- % Ezado- R$ (:
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\akn 0< he 30
Jamm- F$- % @heefad- Z$ (:
-
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\akn 01 he 30
Iauada- Z$ S$- Jzcad- M$- Bnma`asn- % Ynoazad- ^$ (:
-
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\akn 0: he 30
Bara&ihmmnirchd rhhmy (d$b$#$ Znrzcnunb Enjz~azs :
-
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\akn 09 he 30
K~mdawa`fab$ (:
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\akn 02 he 30
Gafny- \$ O$ (133;#$ Yaf|mcdk$ Znrzcnunb Fazi` 19- :3030$`rfl
Gh`dy- D$- % \cdn- Z$ (:
-
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\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$ (:
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\akn 05 he 30
Fam`hrza- D$ O$ (:
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\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
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\akn 00 he 30
Znynazi`nzy `aun yr~bcnb adb |zhucbn cdeh$ (:
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\akn 03 he 30
Yaf|mcdk cd fazonrcdk znynazi` (d$b$#$ Znrzcnunb Enjz~azs :3- :
-
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\akn 3< he 30
Y~`acwa- W$- Mnn- I$ O$- % Enzdadbh- S$ (:
-
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\akn 31 he 30
[ncio- O$ N$ (133>#$ Yndynfaocdk cd hzkadcwarchdy$ R`h~yadb Hao- IA7 Yakn$
[cmmcaf- F$ O$ (:
-
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\akn 3: he 30
A\\NDBCINY
A||ndbcp A7 Q~nyrchddaczn^DCUNZYCRC R^DO^ AJB^M ZA@FAD
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7/21/2019 A Study of Customer Satisfaction Towards Ser