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8/18/2019 Thesis 2012 Wilfing Robert
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B T O D
B B A
T H M
D. U B
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0911562
V, 29/05/2012
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D S
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F I M. D. U B
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I E I
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G, A S M M. A B A S C M. E S
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I M. J K .
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A ................................................................................................................................................... 2
A ................................................................................................................................... 3
A ................................................................................................................................................... 4
T C .................................................................................................................................... 5
L T ............................................................................................................................................ 8
L F ........................................................................................................................................... 8
L A ................................................................................................................................ 9
1 I ................................................................................................................................... 10
2 H B ................................................................................ 11
3 P A A M ........................................................................................... 12
3.1 D A P ........................................................................................... 12
3.2 T E M M A S ............................................................... 12
3.2.1 P .......................................................................................................................... 12
3.2.2 P ............................................................................................................................... 13
3.2.3 P .............................................................................................................................. 14
3.2.4 P ...................................................................................................................... 15
3.2.5 P ............................................................................................................................ 16
3.2.6 P E .................................................................................................... 17
3.2.7 P ........................................................................................................................... 17
3.3 T L M ................................................................................................................ 18
3.4 T B M ............................................................................................................. 18
4 C B ....................................................................................................................... 20
4.1 C D M P ...................................................................................... 21
4.1.1 C D M P: I S ............................................. 21
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4.1.2 C D M P: E A .................................. 23
4.1.3 C D M P: P ............................................... 24
5 E ......................................................................................................................................... 25
5.1 T D E ............................................................................................... 25
5.1.1 T Y 19841989 ..................................................................................................... 25
5.1.2 T Y 19901999 ..................................................................................................... 26
5.1.3 T Y 20002007 ..................................................................................................... 26
5.2 E B M ..................................................................................................... 28
5.2.1 H D .......................................................................................................... 28
5.2.2 E S C .............................................................................................. 29
5.2.3 E ..................................................................................................................... 31
5.2.4 O O P ..................................................................................................... 32
5.2.5 B ........................................................................................................................ 32
5.2.6 Y, F F ............................................................................................. 33
5.2.7 A E V ................................................................................................. 33
5.2.8 H R S ................................................................................. 34
5.2.9 D T ........................................................................................... 34
5.2.10 SWOT A ............................................................................................................ 36
I E ......................................... 36
5.3 D A M ................................................................................... 38
5.3.1 E M A A S M .......................... 39
6 P R ........................................................................................................................... 40
6.1 M ......................................................................................................................... 40
6.2 Q D ............................................................................................................ 41
6.2.1 P 1: G I .......................................................................................... 41
6.2.2 P 2: I S ............................................................................................ 42
6.2.3 P 3: D C ........................................................................................ 43
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6.2.4 P 4: P A ............................................................................................. 43
6.3 S S ............................................................................................................. 45
6.4 H D ...................................................................................................... 46
6.4.1 H 1 .................................................................................................................. 46
6.4.2 H 2 .................................................................................................................. 47
6.4.3 H 3 .................................................................................................................. 47
6.4.4 H 4 .................................................................................................................. 48
6.5 A F ............................................................................................................... 49
6.5.1 A G I .................................................................................... 49
6.5.2 A H 1 I S C .................................... 49
6.5.3 A H 2 P R I S .......... 50
6.5.4 A B C H 3 ........................................................... 51
6.5.5 E P A H 4 ...................................................... 52
6.6 I F ..................................................................................................... 54
6.6.1 I G I .......................................................................... 54
6.6.2 I I S C (H 1) ............................... 55
6.6.3 I P R I S (H 2) ................ 55
6.6.4 I B C (H 3) ...................................................... 56
6.6.5 I P A E (H 4) .................................. 56
6.7 M R S F .............................................................................. 58
7 C ..................................................................................................................................... 60
B ........................................................................................................................................... 62
A ............................................................................................................................................ 68
A 1 ......................................................................................................................................... 68
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1 A P C 24
2 SWOT A 37
3 D D V 38
4 Q: I S 42
5 Q: D C 43
6 Q: P A 44
7 A: C I S 49
8 A: P C I S 50
9 A: D C 51
10 A: P A 52
1 T M C S 16
2 B D P 21
3 E C V 28
4 F: S T 51
5 A: M I P A 54
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9
A
ATW A T W
CRS C R S
EK E
ICT I C T
IFEC I E C
OAG O A G
OS A
UAE U A E
8/18/2019 Thesis 2012 Wilfing Robert
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.
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W 1903
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3 A A
3.1
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A W (2007) ,
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K, 2006)
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.
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A B. T ,
8/18/2019 Thesis 2012 Wilfing Robert
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,
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C (IFEC), ,
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. 2008). W (2007)
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8/18/2019 Thesis 2012 Wilfing Robert
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. (K ., 2010). A
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(P, 1993; I, 1994; O, 1999; W K, 1999
S . 2009). H (2007)
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GDS
8/18/2019 Thesis 2012 Wilfing Robert
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. T
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., 2008; S, 2011, W, 2007). M & P (2006)
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8/18/2019 Thesis 2012 Wilfing Robert
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. T
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, . M
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2008). T
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L . 2008).
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3.3
U (S, 2011). T
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2011). T
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L . E ,
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8/18/2019 Thesis 2012 Wilfing Robert
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. S (2011)
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K ., 2008). A K . (2008) C
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K .., 2008). P
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3 . 2008
4.1.1 :
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. I , (P &
M, 1999). N , K ..
(2008)
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K . (2008)
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K .. (2008) (..,
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C (1992)
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1999). G
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ICT, . B
8/18/2019 Thesis 2012 Wilfing Robert
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ICT
(F & M, 1997 B & L, 2008).
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O
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D (2009)
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CL, 2005; .. 1996). T
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. T SERQUAL
, , , .
S SERVQUAL ,
(P & M, 1999). C SERVQUAL
, .. T E A
S Q P B I U SERVQUAL S: A TAIWAN C S
H (2009) , T : K
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G & W (2002), E : A
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24
SERVQUAL , P & A (2007) I
, , , :
E T C (2008).
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A
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K & D (2009)
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IFEC . H
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B . 20 25
P R
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25
5
T A E . T S 3.2.1 . S
S E
. N . T S
E A
. T S
. F
E A S D V.
5.1
A 1984 E
. H E
S
. T ,
, 2012. D
E .. (
10
J. 2012).
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T B U A E (UAE) ,
U A E, Q, O B 1974
. D G A . A
D G A
D 1984. T
G A .
H S M R M
. T
, . I 1985 E
P I A,
E 25
O D K. D
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26
E D M. T E
E F, L I. I
M A
E .
5.1.2 19901999
C 1991 E 23 . W
E IFEC
. A IFEC
. A
1995 E A,
E F T C. I 1998 E OAG (O
A G) B A W S L A.
D E G 1999
. F A .
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A E S,
A 380 B 777300
. I 2001 SKYTRAX E
. I 2003 E
. T
71 19 US P A S. O E
100 B A N A.
D , 2004, E D V. T
A S 5.3 . A
2006 E W C G
, G
L. S 2007
34 US , ,
M E S A.
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27
20082012
E
A 380 2008. A
. E T 3 D I A
10.000
. T 78
B 777
2009 E . E H & R
U A E. S
5 . I E
. I 2010 E
32 A
380 30 B 777300ER . E FIFA W C
S A. T M 2011 1,6 US . T
E G C,
V R C 5
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. T
E G 55 000 50 . T
19 :
− A T
− A C S
− A A S:
H C
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C
− C C
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− E S
− H & R
− G , C
S T
− L & R P
− IT S
− R, F & B
− R
− S & C F
− R M & S
− T
− T O & E
M & T
T .. (10
J.
2012).
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5.2
T E
(2007) SW
. F
W . (2007)
5.2.1
T
D. F D E
T
. 3
(.
28
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E , K
OT A . I
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(2006)
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,
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70
24 .
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. I E
, D . T
. T D
E, A M E 11 2 .
D A A 2 4 . W
4 A, A A
E, M E A. W . (2007)
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E D.
5.2.2
E . T
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. I
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,
TV A 380.
5.2.2.1
A S 5.1 E IFEC (I
E C). T
10.6
12 000 200 , 100 TV , 500 100 .
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30
F E
SMS, . P
IFEC . C
USB
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, ,
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31
. I
B
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. P B F C L
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, , . A
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W U A E
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E 64% E B
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33
F L, A S. W . (2007)
E .
5.2.6
,
L E .
W K (2009)
E . C
E
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E 400 2020
80 . T
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18 . M
E S 5.1. E
A 330200, A 340300/500, A 380 B 777
300ER/300/200LR/200. N A 380
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I, A C. I 2010 184
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I , 97 A 49 C. K E (2007)
E
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5.2.8
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, E
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2010/2011 17,4 % . A
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OC & W (2011) E
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110% . E
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T . W
T P H G D M: A
C T I T T (2011)
. E
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35
. U A 20012
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H T. T
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400.000 , 1 L
S 2 (., 2012)
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E. H (2006) D
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36
. D
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D . E
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. B (2003) H (2006)
D
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E .
5.2.10 A
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. T
(B, 2009). F
T 2 SWOT A, .
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2
A
• H D
• P & S
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D
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H (2006) S 5.2.9
. W ,
, S
(5.2.9) E . H,
.
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38
5.3
A
E V D J 2004. A
A A 330200
237 . D
E O 2008
B 777300ER 364
. I
A 2011.
S E EK127 D
V, EK128 V D B 777300ER
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EK 2004 7
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200 3.318 172.536
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300ER 5.096 264.992
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:://../I/F/OF;://..//// :
12 J. 2012
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39
. A E
V D. A B 767300ER
230 . L
D V, E 72%
A 28%. T 3,
12
.
5.3.1 A A
I E
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40
6
T ,
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(V, 2006). C
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, , , ,
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(V, 2006). T
N D A B
D, W . I
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41
. M,
. F
, ,
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6.2
T
. A E
E . O
C (2008), G & W (2002), H (2009),
P & A (2007) P, R W (2005)
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(..
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A 1.
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T ,
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.
8/18/2019 Thesis 2012 Wilfing Robert
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42
6.2.2 2:
T
( ) S 4.1.1
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K . (2008), P
M (1999) B S (1987),
A (1987) H (1995). C 4
S 4.1.1 .
4 :
CATEGORY SOURCE
P E
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E S H
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T , I
T 2
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S 3.2 .3
(W, 2007)
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43
6.2.3 3:
T (4.1.3)
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44
6 :
N.
1 E C (2008); H (2009); P & A
(2007); P, R W (2005)
2 S G & W (2002); H (2009); P
& A (2007); P, R W
(2005)
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4 D
P, R W (2005)
5 O
C (2008); G & W (2002); H
(2009) *
6 U
7 S ;
SMS
C (2008); G & W (2002); P
& A (2007)
8 P
9 N; H (2009); P & A (2007); P,
R W (2005)
10 I C (2008)11 Q C (2008); G & W (2002); H
(2009); P & A (2007), P,
R W (2005)
12 Q C (2008); G & W (2002); H
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6.6.4 ( 3)
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. T A Q
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A
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7
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T H T
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62
1. A T W.2012: ://./
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C/W, 4 : M
24. F, D.; M. 1997. T I S. A T
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25. G, D; W, R. 2002. P
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37. K, P; A, G; W V. 2008. P
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38. K, M; D, A. 2009. H T B: T &
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53. S, D; K, P. 2000. C G: A I
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66. , V.; B, L. P, A. . 1996. T
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A
A 1
PART1: GENERAL INFORMATION
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16 S
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