service quality reasearch proposal
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7/31/2019 Service Quality Reasearch Proposal
http://slidepdf.com/reader/full/service-quality-reasearch-proposal 1/37
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7/31/2019 Service Quality Reasearch Proposal
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hg fi~cgigk|gl rmgxg `exxg`|fqg o`|fek `ok hg pw``gppawccv fkp|f|w|gl+
Fk ollf|fek hopgl ek |mg igopwxgigk| ea pgxqf`g wocf|v Ifk okl Ifk -?662& xg~ex|gl |re
iojex pgxqf`g `xf|gxfo -f+g+# eqgxocc xeei qocwgp okl axek|)eaaf`g pgxqf`gp& okl ?< o||xfhw|gp
rmf`m rgxg xgcgqok| |e cw}wxv me|gcp+ Aex |mfp oppgppigk| |mg eqgxocc xeei qocwgp rgxg
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fk`cwlg `ewx|gpv4 xg`eqgxv axei pgxqf`g aofcwxgp -moklcfkb ea `ei~cofk|p&4 xgp~ekpfqgkgpp#
pw`m op `ekqgkfgk`g ea xgpgxqo|fek4 ~xei~|kgpp ea `mg`d)fk%`mg`d)ew|4 me|gc%|ewx bwflg
fkaexio|fek4 |okbfhcgp pw`m op qoxfg|v%wocf|v ea p~ex|p%xg xgo|fekoc ao fcf|fgp -g+b+#
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io`mfkgp# ~gxpekoc `ei~w|gxp# okl `e~fgxp&+ Hv gi~cevfkb |mg okocv|f`oc mfgxox`mv ~xe`gpp
-OM^& okl `ei~g|f|fqg bo~ okocvpfp# |mgv aewkl |mo| he|m `cgokcfkgpp ea o bwgp| xeei okl
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~ox|f`wcoxcv fk aexifkb fi~xgppfekp ea pgxqf`g wocf|v+
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O~~fom)Olw-?666&# fk |mg fk|gxgp| ea p|wlvfkb po|fpao`|fek okl pgxqf`g wocf|v op |mg
ok|g`glgk|p ea `wp|eigx hgmoqfewxoc fk|gk|fekp fk |mfp ~o~gx mop hggk p|fiwco|gl# afxp|cv# hv
|mg xg`ebkf|fek |mo| `wp|eigx po|fpao`|fek legp ke|# ek f|p erk# ~xelw`g `wp|eigx cfag|fig
qocwg+ Awx|mgxiexg O~~fom)olw-?666& oxbwgp |mo| |mg fk`xgopg ea xg|gk|fek xo|g fi~cfgl
bxgo|gx ~epf|fqg rexl ea iew|m+ Iep| xgpgox`mgp obxgg |mo| po|fpao`|fek fp ok o||f|wlg ex
gqocwo|fek |mo| fp aexigl hv |mg `wp|eigx `ei~oxfkb |mgfx ~xg)~wx`mopg g}~g`|o|fek ea
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|mgv o`|woccv lfl xg`gfqgl+
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qfgr fp pw~~ex|gl hv @oxwoko -8>>8& op rgcc+ Flgk|fafgp |mo| mgxg# |mgxg mop hggk ok o||gi~|
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qfgrp+ Op ^oxopwxoiok# Zgf|moic okl Hgxxv -?6=7& ~w| aexroxl |mg rgcc dkerk afqg
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lfaagxgk|cv Ifk Ifk -?662& hxewbm| aexroxl mfp ?< o||xfhw|gp fk oppgppfkb okl lg|gxifkfkb
pgxqf`g wocf|v rmf`m rop `ekpflgxgl |e hg fi~ex|ok| fk aexifkb |mg fi~xgppfekp ea pgxqf`g
wocf|v+
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?+7 Xgpgox`m Ig|melecebv
?+7+? Mv~e|mgpfp
O mv~e|mgpfp fp o |gk|o|fqg p|o|gigk| |mo| ~xe~epgp o ~eppfhcg g}~coko|fek |e peig
~mgkeigkek ex gqgk|+ O wpgawc mv~e|mgpfp fp o |gp|ohcg p|o|gigk| rmf`m iov fk`cwlg o
~xglf`|fek hw| f| fp wpwoccv wpgl aex |gp|fkb |re qoxfohcgp+
?p| Mv~e|mgpfp
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|mg iep| p|wlfgl |e~f` fk iokobgigk| okl ioxdg|fkb xgpgox`m lwxfkb |mg ~op| lg`olg+ O
xg~go|gl |mgig fk |mg cf|gxo|wxg fp |mo| pgxqf`g wocf|v# op ~gx`gfqgl hv `ekpwigxp# fp o
awk`|fek ea rmo| `wp|eigxp g}~g`| okl mer rgcc |mg afxi ~gxaexip fk ~xeqflfkb |mg pgxqf`g+
Afxp| mv~e|mgpfp4
M> ) \mgxg fp o awk`|fek hg|rggk `wp|eigx‖p g}~g`|o|fek okl afxi‖p ~gxaexiok`g cgqgc
fk ~xeqflfkb pgxqf`gp+
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fk ~xeqflfkb pgxqf`gp+
8kl Mv~e|mgpfp
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?6== hv |mg ioxdg|fkb xgpgox`m |goi ea Hgxxv# ^oxopwxoiok# okl Zgf|moic -^H!Z&+ Op ~gx
|e |mfp p|wlv# |mgv gqecqgl o pg| ea afqg lfigkpfekp# cfp|gl op |e hg: |okbfhfcf|v# xgcfohfcf|v#
xgp~ekpfqgkgpp# oppwxok`g okl gi~o|mv+
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Pg`ekl mv~e|mgpfp4
M> ) \mg PGXQ_WOC fkp|xwigk| mgc~p pgxqf g ~xeqflgxp |e wklgxp|okl he|m
`wp|eigx‖p g}~g`|o|fekp okl ~gx g~|fekp ea p~g`faf pgxqf`gp# op rgcc op wocf|v
fi~xeqgigk|p eqgx |fig+
M? ) \mg PGXQ_WOC fkp|xwigk| le ke| xgoccv oppfp| pgxqf`g ~xeqflgxp |e wklgxp|okl
he|m `wp|eigx‖p g}~g`|o|fekp okl ~gx`g~|fekp ea p~g`faf pgxqf gp# op rgcc op wocf|v
fi~xeqgigk|p eqgx |fig+
0xl Mv~e|mgpfp
@wp|eigxp fkgqf|ohcv oppgpp |mg wocf|v ea |mg pgxqf`g lwxfkb okl oa|gx f|p ~xeqfpfek+ \mgfx
oppgppigk|p -g}|gxkoc igopwxgp ea pgxqf`g wocf|v& xgpwc| fk o cgqgc ea `wp|eigx po|fpao`|fek+
\mwp pgxqf`g exbokfzo|fekp iov igopwxg pgxqf`g wocf|v ke| ekcv ek |mg hopfp ea |mgfx erk
fk|gxkoc lo|o hw| ocpe hv wpfkb g}|gxkoc lo|o# hv iekf|exfkb `wp|eigx po|fpao`|fek
\mfxl mv~e|mgpfp4
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wocf|v
M? ) F| rek‖| mgc~ afxip |e pw~gxqfpg `wp|eigx po|fpao`|fek |mewbm fkqgp|fkb w~ek
g}|gxkoc igopwxg ea pgxqf`g wocf|v+
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Mv~e|mgpfp <
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exbokfzo|fekp+ Pgxqf`g wocf|v fp fi~ex|ok| |e |mg ioxdg|gx hg`owpg f| fp bgkgxoccv oppwigl
|e hg o pfbkfaf`ok| lg|gxifkok| ea xg~go| pocgp okl ~epf|fqg rexl ea iew|m+ Pe |mgxg |gkl |e
hg o cfkd hg|rggk pgxqf`g wocf|v okl lgiokl aex |mg pgxqf`g ~xeqflgl+
Aex|m mv~e|mgpfp4
M> ) \mgxg fp o cfkd hg|rggk wocf|v okl |mg lgiokl aex o pgxqf`g hgfkb ~xeqflgl+ \mg
hg||gx |mg pgxqf`g wocf|v fp# |mg iexg `wp|eigxp rewcl hg rfccfkb aex xg~go|gl
~wx`mopg+
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`wp|eigxp le ke| cfdg |op|fkb |mg poig pgxqf`g obofk okl obofk |mewbm ea beel wocf|v+
?+7+8 Mv~e|mgpfp |gp|fkb
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Mv~e|mgpfp ?
M> ) \mgxg fp o awk`|fek hg|rggk `wp|eigx‖p g}~g`|o|fek okl afxi‖p ~gxaexiok`g cgqgc fk
~xeqflfkb pgxqf`gp+
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~xeqflfkb pgxqf`gp+
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0+ Pgxqf`g ~xeqflgl g}`gglp g}~g`|o|fek
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|mgxgaexg pfk`g |mg iojexf|v ea |mg poi~cg oxg fk aoqewx ea |mg pgxqf`gp ~xeqflgl hv |mg
me|gc# f| igokp |mo| |mg afxp| mv~e|mgpfp fp ao`|woc# okl M? fp xgjg`|gl+ \mg me|gc iep|cv
igg|p |mg g}~g`|o|fek ea f|p `wp|eigxp+
Mv~e|mgpfp 8
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|fig+
M? ) \mg PGXQ_WOC fkp|xwigk| le ke| xgoccv oppfp| pgxqf`g ~xeqflgxp |e wklgxp|okl he|m
`wp|eigx‖p g}~g |o|fekp okl ~gx g~|fekp ea p~g faf` pgxqf gp# op rgcc op wocf|v
fi~xeqgigk|p eqgx |fig+
?p| _wgp|fek: Le vew xgboxl |mg pgxqf`g hgfkb eaagxgl |e vew |e hg `ekpfp|gk|5
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Vgp
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fk|e `ekpflgxo|fek# ?= xgp~eklgk|p `mepg e~|fek ? okl 2 `mepg e~|fek 8+ Iexgeqgx aex
wgp|fek 0# 8< ew| ea 87 xgp~eklgk|p okprgxgl vgp+ Iep| ea |mgi e~|gl aex –VGP’ op |mgv
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fklggl PGXQ_WOC ielgc fp mgc~awc+
Mv~e|mgpfp 0
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M> ) Afxip `ok iekf|ex `wp|eigx po|fpao`|fek hv igokp ea g}|gxkoc igopwxg ea pgxqf`g
wocf|v+
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igopwxg ea pgxqf`g wocf|v+
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obofk5
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`ok hg `ek`cwlgl axei |mg xgpwc| |mo| hwfclfkb w~ hxokl fiobg# mfbm `copp me|gc beelrfcc#
okl pgxqf`fkb ~xeagppfekoccv# |mg me|gc fp ohcg |e iofk|ofk `wp|eigx po|fpao |fek okl
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Mv~e|mgpfp <
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M> ) \mgxg fp o cfkd hg|rggk wocf|v okl |mg lgiokl aex o pgxqf`g hgfkb ~xeqflgl+ \mg
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aex e~|fek 8+ \mwp# f| fp lgke|gl |mo| M> fp ao`|woc pfk`g f| fp pw~~ex|gl rmfcg M? fp xgjg`|gl+
?+7+0 Xgpgox`m lgpfbk
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Xgpgox`m iov hg lgafkgl op o pvp|gio|f` okl ehjg`|fqg fkqgp|fbo|fek ea o pwhjg`| ex
~xehcgi fk exlgx |e lfp`eqgx xgcgqok| fkaexio|fek ex ~xfk`f~cgp+ F| fp `ek`gxk rf|m
`eccg`|fkb fkaexio|fek |mxewbm |mg o~~cf`o|fek ea xgpgox`m |g`mkfwgp+
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`eccg`|fkb okl okocvzfkb lo|o+ F| gkpwxgp |mo| |mg p|wlv rfcc hg xgcgqok| |e |mg ~xehcgi+
\mg cf|gxo|wxg xgqfgr mop ~xeqflgl fkaexio|fek okl beel wklgxp|oklfkb ea pgxqf`g wocf|v
okl `wp|eigx po|fpao`|fek+ Mergqgx# f| fp fi~ex|ok| |e bo|mgx ~xfioxv rmf`m fp iexg
p~g`faf` |e |mg o`|woc xgpgox`m+
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ohew| |mg me|gc+ \mfp rop lekg |mxewbm wok|f|o|fqg xgpgox`m+ _wok|f|o|fqg xgpgox`m fp
kwigxf`occv exfgk|gl# xgwfxgp pfbkfaf`ok| o||gk|fek |e |mg igopwxgigk| ea ioxdg|
~mgkeigko okl ea|gk fkqecqgp p|o|fp|f`oc okocvpfp+ _wok|f|o|fqg xgpgox`m fp wpgl |e igopwxg
mer iokv ~ge~cg aggc# |mfkd ex o`| fk o ~ox|f`wcox rov+ \mg hgp| rov ea oxxvfkb ew|
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|mg ~gx`g~|fek okl g}~g`|o|fek ea |mg `wp|eigxp ohew| |mg me|gc okl f|p p|oaa+ Mergqgx o
~xe~gx ig|melecebv pmewcl hg lgqfpgl hgaexg o |woccv `eklw`|fkb |mg xgpgox`m+ \mg
ig|melecebv lgp`xfhgl |mg ig|melp |mo| rgxg wpgl |e `eklw`| |mg xgpgox`m+
?+7+< Poi~cg lgpfbk
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‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡
6-o& Le vew xgboxl |mg pgxqf`g hgfkb eaagxgl |e vew |e hg `ekpfp|gk|5
Vgp
Ke
6-h& \mfp wgp|fek fp fk cfkg rf|m wgp|fek 6-h&
Fa vewx okprgx fp Vgp# le vew |mfkd `ekpfp|gk`v fp qgxv fi~ex|ok|5^cgopg `eiigk| ek vewx okprgx+
‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡
?>+ Le vew |xwp| |mg pgxqf`g hgfkb eaagxgl |e vew5
@ei~cg|gcv |xwp|
Ek o `opwoc hopfp
Lek‖| |xwp|
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@eiigk| w~ek vewx okprgx ~cgopg+‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡
‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡
??+ Le vew aggc |mo| |mg p|oaap oxg xgp~ekpfqg% rfccfkb |e fi~xeqg w~ek
|mg pgxqf`fkb ~gxaexiok`g5
Vgp
Ke
?8-o&+ Mer rewcl vew xo|g |mfp me|gc# op pgxqf`g ~xeqfpfek fp ek`gxk5
G}`gccgk|
Beel
Po|fpao`|exv
Hol
Rexp|
?8-h&+ Mer vew rewcl lgp`xfhg ewx me|gc"p pgxqf`fkb op `ei~oxg |e
me|gcp fk vewx `ewk|xv+
‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡
‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡
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?0+ Le vew obxgg |mo| rmgk pgxqf`gp eaagxgl oxg ea o `gx|ofk lgbxgg ea
~xeagppfekocfpi# `wp|eigxp aggc qocwgl okl rfccfkb |e pggd aex |mg poig
pgxqf`g obofk okl obofk5
Obxgg
Lfpobxgg
?<+ Rmo| rewcl vew ~xgagx5
Pggd aex |mg io}fiwi ea pgxqf`gp eaagxgl aexi qoxfewp me|gcp#
xgboxlcgpp ea wocf|v+
Pggd aex agr pgxqf`gp ea o pfkbcg me|gc# hw| ~xeqflgl |mgv oxg
wocf|v pgxqf`g+
?7+ Hgccg Ioxg ^cobg Me|gc xg~xgpgk| beel qocwg aex iekgv5
P|xekbcv P|xekbcv
Lfpobxgg Lfpobxgg Kgw|xoc Obxgg Obxgg
?1+ Fp |mg o|iep~mgxg ea |mg me|gc o||xo`|fqg |e vew5
Vgp
Ke
?1-h& \mfp wgp|fek fp fk xgco|fek |e 1-o&
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Mop |mg me|gc igg| vewx g}~g`|o|fek `ek`gxkfkb |mg gkqfxekigk|oc
o|iep~mgxg5
@eiigk| w~ek vewx okprgx ~cgopg+‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡
‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡‡
?2+ Mer cfdgcv oxg vew |e p|ov o| |mg me|gc obofk5
Qgxv Kgf|mgx cfdgcv Qgxv
Wkcfdgcv Wkcfdgcv Kex wkcfdgcv Cfdgcv Cfdgcv
^ox| L: Lgiebxo~mf` ~xeafcg
?=+ Fp |mfp vewx afxp| qfpf| |e Iowxf|fwp5
Vgp Ke
?6+ Rmo| fp |mg ~wx~epg ea vewx qfpf|5
Hwpfkgpp
Mecflov
Qfpf|fkb axfgklp okl xgco|fqgp
Mekgvieek
E|mgx -~cgopg p~g`fav& ‡‡‡‡‡‡‡‡‡‡‡++
8>+ Bgklgx:
Iocg
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Agiocg
8?+ Obg:
Wklgx 8>
8?) 86
0>)06
<>)<6
7>)76
Oheqg 1> vgoxp ecl
Gkl ea wgp|fekkofxg \mokd vew obofk aex vewx qocwohcg |fig okl `e)e~gxo|fek+