Thesis 2012 Wilfing Robert

Embed Size (px)

Citation preview

  • 8/18/2019 Thesis 2012 Wilfing Robert

    1/70

     

    A

    :  

    B T O D

    B B A

    T H M

    D. U B

    R W

    0911562

    V, 29/05/2012

  • 8/18/2019 Thesis 2012 Wilfing Robert

    2/70

     

    2

    A

    I B T I

    . A

    .

    T ,

    , .

    D S

  • 8/18/2019 Thesis 2012 Wilfing Robert

    3/70

     

    3

    A

    F I M. D. U B

    , .

    I E I

    A M A, S H M. M

    G, A S M M. A B A S C M. E S

    . I

    E A M M. KH G.

    I M. J K .

  • 8/18/2019 Thesis 2012 Wilfing Robert

    4/70

     

    4

    A

    T I

    C T

    . T

    . T ,

    ,

    . T A E

    , E

    . R

    . A

    . A

    , E , ,

    . R E

    I C T .

  • 8/18/2019 Thesis 2012 Wilfing Robert

    5/70

     

    5

    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

  • 8/18/2019 Thesis 2012 Wilfing Robert

    6/70

     

    6

    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

  • 8/18/2019 Thesis 2012 Wilfing Robert

    7/70

     

    7

    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

  • 8/18/2019 Thesis 2012 Wilfing Robert

    8/70

     

    8

    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

  • 8/18/2019 Thesis 2012 Wilfing Robert

    9/70

     

    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

    10/70

     

    10

    T (K,2004). C ,

     

    (S, 2011; K 2006). A

    I C T (ICT)

    ,

    (B & L, 2008). T

    , . T

    . T

    ,

    . T

    . T ,

    .

    W , . A

    . T

    . S 2

    . A

    . T

    . W ,

    (3 & 4) ,

    (5) A E,

    E , ,

    . T E

    ,

    E . T

    .

  • 8/18/2019 Thesis 2012 Wilfing Robert

    11/70

     

    11

    C . E

    W 1903

    (S & O, 2003). S

    G C

    . O 16

      N 1909 D LA (DELAG)

    F (G, 1978).

    B A (2005)

    . T

    W W II. I

    . T

    . S , ,

    . I

    1950

    (S & O, 2003). T

    70. T

    , ,

    . T , , 90

    (LCC)

    . I E LCC R E

    E

    . A B A A

    A . I 2002 S A

    , .

    S A ,

    , .

    C

    E . H E

    . A

    I C T (ICT)

    .

  • 8/18/2019 Thesis 2012 Wilfing Robert

    12/70

     

    12

    3  A A

    3.1 

    A

    A W (2007) ,

    . R (1966)

    . H

    (R, 1966 M & P, 2006). P (1994) 5

    , , , , (P, 1994

    K, 2006)

    . W (2007)

    . M

    . T

    . T

    (K ., 2008) .

    T 4 P , ,

    . F ,

    (K, 2006; M & P, 2006; W, 2007). T

    .

    3.2 

    A

    T

    . I

    .

    3.2.1 

    A

    . E

    ,

    (L ., 2008). T

    A B. T ,

  • 8/18/2019 Thesis 2012 Wilfing Robert

    13/70

     

    13

    ,

    , , IF E

    C (IFEC), ,

    ,

    S 3.2.5 . K (2006)

    . E

    (S, 2011) W (2007)

    . H

    . A A B ,

    ,

    . A

    . S (2011)

    . H

    : E S

    A. B ,

    A 380 . I S A

    E

    . T

    . I ,

    . H,

    .

    3.2.2 

    P (K

    . 2008). W (2007)

    . T

    . M

    . F ,

    ,

    ,

  • 8/18/2019 Thesis 2012 Wilfing Robert

    14/70

     

    14

    . (K ., 2010). A

    (W, 2007), . W

    . T

    (L, 2008). T

    (C, 2009). P

    . C

    (S, 2011). I ,

    . N

    . F

    . T . A S

    3.2.1

    .

    3.2.3 

    T

    (K ., 2008; L ., 2008). I

    (W, 2007). T I C T (ICT)

    (P, 1993; I, 1994; O, 1999; W K, 1999

    S . 2009). H (2007)

    . T

    (CRS) 1950 A A

    (GDS) (B ., 2009)

    . G

    .

    T GDS A, S, G W. I 1990

    GDS

  • 8/18/2019 Thesis 2012 Wilfing Robert

    15/70

     

    15

    . T

    . A

    (B & L, 2008).T

    . M, . B

    (H, 2007). T

    GDS

    . T

    . S . (2009)

    . E

    R (2011)

    . T

    . F & P

    (2011) . W (2007)

    . I

    ,

    (K , 2004 B & L, 2008). B & (2006) C (2006)

    B & L (2008)

    .

    3.2.4 

    O

    (A ., 2009; L

    ., 2008; S, 2011, W, 2007). M & P (2006)

    , . L

    . (2008) ,

    . T

    .

    I , ,

  • 8/18/2019 Thesis 2012 Wilfing Robert

    16/70

     

    16

    , , (W, 2007). N

    . T

    (F 1) ,

    , . T

    , , ,

    . K . 2008

    . T

    (IMC) (S & K, 2000; S & S, 2004;

    P & B, 2008 K . 2008).

    M S (2011)

    .

    1 , ., 2008 

    3.2.5 

    A S 3.2.1,

    . T

    (L ., 2008). T

    , , (K, 2006; L . 2008). L

    . (2008) ,

    . A

    (W, 2009). S A

    . T

    . F

    . T

    . S A

  • 8/18/2019 Thesis 2012 Wilfing Robert

    17/70

     

    17

    . T

    (S, 2011). S S A E

    .

    3.2.6 

    T . I

    S A

    S 3.2.5 (L ., 2008). A

    , . M

    (K, 2006; L ., 2008).

    M

    . I

    . T

    (V, 2008).

    3.2.7 

    T

    . E

    (L .

    2008). T

    . V

    ,

    . T

    (K, 2006;

    L . 2008).

  • 8/18/2019 Thesis 2012 Wilfing Robert

    18/70

     

    18

    3.3 

    U (S, 2011). T

    . I

    . I

    . C

    . M ,

    IFEC, (S,

    2011). T

    . F

    . A

    . (S, 2011)

    B .

    L . E ,

    (S, 2011).

    3.4 

    D

    . S (2011)

    . F

    , .

    A

    . I

    . I ,

    . I

    . W

    ,

    . B

    . T

  • 8/18/2019 Thesis 2012 Wilfing Robert

    19/70

     

    19

    . S (2011)

    . A

    , . P

    ,

    , , .

  • 8/18/2019 Thesis 2012 Wilfing Robert

    20/70

     

    20

    T

    . C

    (S & H, 1999). I

    . T ,

    . T

    , ,

    (S & K, 2006

    K ., 2008). A K . (2008) C

    , , (H, 2009). T

    . C

    . T

    . I ,

    , (L ., 2008). R

    . T

    , , (A, 1988

    K .., 2008). P

    (K ., 2008).

    T

    (P & M, 1999).

    S & H (1999)

    . B L (2008)

    . M

    . O

  • 8/18/2019 Thesis 2012 Wilfing Robert

    21/70

     

    21

    . O

    . T

    ,

    (S & H, 1999). M

    , . T

    . M

    ICT (I C T)

    . T

    (.. B & L, 2008).

    4.1 

    S . I

    S (4) . M

    (.. E .., 1986; K .., 2008; H .., 1995; K

    & D, 2009). A F 3. F

    .

    3 . 2008 

    4.1.1  :

    I

    . H,

    (K . , 2008).

    C

    . I

    ,

    N

    I

    E

    P

    P

  • 8/18/2019 Thesis 2012 Wilfing Robert

    22/70

     

    22

    . I , (P &

    M, 1999). N , K ..

    (2008)

    , (.., , , ),

    , .

    K . (2008)

    . P M (1999)

    B S (1987), A (1987) H .. (1995). T

    K .. (2008) (..,

    ), (.., , ), (

    ), ( , ). I

    C (1992)

    . I 39%

    . T

    K .. (2008). K (2006)

    . T

    . F P M

    (1999)

    . R

    . K &

    D (2009)

    . T

    ,

    (K & D, 2009). C

    ,

    TV

    (K & D, 2009; P & M,

    1999). G

    (P & M, 1999). N

    ICT, . B

  • 8/18/2019 Thesis 2012 Wilfing Robert

    23/70

     

    23

    ICT

    (F & M, 1997 B & L, 2008).

    4.1.2  : A

    O

    . K .. (2008)

    .

    C

    . A

    . K

    D (2009)

    , ,

    . H

    . E

    ,

    (K & D, 2009). C

    .   A

    (.. C, 2008; G & W, 2002; H, 2009; P &

    CL, 2005; .. 1996). T

    . I P, B

    SERVQUAL

    . E SERVQUAL

    (H, 2009; P & M, 1999) H (2009)

    . 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

    P . (2004), P : H K

    G & W (2002), E : A

  • 8/18/2019 Thesis 2012 Wilfing Robert

    24/70

     

    24

    SERVQUAL , P & A (2007) I

    , , , :

    E T C (2008).

    4.1.3  :

    A

    . T

    .

    K & D (2009)

    . A : A

    B 1 2. T

    1. C A , . H

    . E B A

    . C B

    IFEC (I E C) A

    . N B

    IFEC . H

    . I ,

    . W

    .

    1

    A 1 A 2

    D O

    M E

    IFEC U A

    B . 20 25

    P R

  • 8/18/2019 Thesis 2012 Wilfing Robert

    25/70

     

    25

    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).

    5.1.1  19841989

    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

  • 8/18/2019 Thesis 2012 Wilfing Robert

    26/70

     

    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 .

    5.1.3  20002007

    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.

  • 8/18/2019 Thesis 2012 Wilfing Robert

    27/70

     

    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

     

    . S E

    . T

    E G 55 000 50 . T

    19 :

    −  A T

    −  A C S

    −  A A S:

    H C

    −  A A S:

    C

    −  C C

    −  F F & L

    −  A M & G

    −  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).

  • 8/18/2019 Thesis 2012 Wilfing Robert

    28/70

     

    5.2 

    T E

    (2007) SW

    . F

    W . (2007)

    5.2.1 

    T

    D. F D E

    T

    . 3

    (.

    28

    . OC & W (2011)

    E , K

    OT A . I

    H

    E

    ..  .

    G. W

    E

    (,

    .

    E

     

    E

    . D I A

    ,

    . ,2012)

    E

    (2006)

    E

    F. 3 . T

    ,

    ,

    )

    70

    24 .

  • 8/18/2019 Thesis 2012 Wilfing Robert

    29/70

     

    29

    . 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)

    . T 3,5 , I

    , 8 D

    . E E

    .

    M

    E D.

    5.2.2 

    E . T

    . T S (5.2.2.1)

    . I

    . D

    ,

    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 .

  • 8/18/2019 Thesis 2012 Wilfing Robert

    30/70

     

    30

    F E

    SMS, . P

    IFEC . C

    USB

    . I E

    , , E

    , ,

    . S P E C 32 33 . F

    , ,

    . A E

    . H E

    . O E 30

    L A

    . P

    24 .

    5.2.2.2 

    E A 380

    ,

    79 87 . O

    . T

    . E 17 TV.

    P

    . B

    . M

    . P R D

    R W. B

    C

    . O A 380

    . T

  • 8/18/2019 Thesis 2012 Wilfing Robert

    31/70

     

    31

    . I

    B

    . T 40

    . P B F C L

    . L ,

    , , . A

    D B

    . E

    . T

    . P

    .

    5.2.2.3 

    F C . A

    , , , 23

    . I 82 . R

    . O A 380

    . I

    .

    T .

    5.2.3 

    W U A E

    . I UAE

    . E

    A B,

    I P. I

    U A E,

    . OC & W (2011)

    E 64% E B

  • 8/18/2019 Thesis 2012 Wilfing Robert

    32/70

  • 8/18/2019 Thesis 2012 Wilfing Robert

    33/70

     

    33

    F L, A S.  W . (2007)

    E .

    5.2.6 

    ,

    L E .

    W K (2009)

    E . C

    E

    . T E (2010) OC & W (2011)

    E 400 2020

    80 . T

    E . E

    .

    E

    18 . M

    E S 5.1. E

    A 330200, A 340300/500, A 380 B 777

    300ER/300/200LR/200. N A 380

    B 777 E 66

    US A B.

    5.2.7  A

    E . T

    . F

    . T

    . E,

    , .

    P E

    . H E

    . I 2000 25

    I, A C. I 2010 184

  • 8/18/2019 Thesis 2012 Wilfing Robert

    34/70

     

    34

    I , 97 A 49 C. K E (2007)

    E

    .

    5.2.8 

    E

    . W A F 70%

    , E

    . E

    . D

    2010/2011 17,4 % . A

    1.8 , 65%

    . T

    G, T

    .

    5.2.9 

    OC & W (2011) E

    . C S A

    110% . E

    ,

    M E, W A A

    . I

    . S

    . S (2011)

    . M

    .

    T . W

    T P H G D M: A

    C T I T T (2011)

    . E

  • 8/18/2019 Thesis 2012 Wilfing Robert

    35/70

     

    35

    . U A 20012

    . T

    H T. T

    . I E

    . F

    . T

    . E

    400.000 , 1 L

    S 2 (., 2012)

    . T

    IFEC

    . P

    E

    . N

    .

    K E (2007) SWOT

    EWOM

    . H . O

    A

    . D

    E L, A A F, N

    A A C A Q. C

    E

    E

    . E

    E Q A

    E E.

    T E U A

    E. I E D

    E. H (2006) D

  • 8/18/2019 Thesis 2012 Wilfing Robert

    36/70

     

    36

    . D

    . E ,

    I

    D . E

    ,

    ,

    . F D

    . B (2003) H (2006)

    D

    . T

    . D

    E .

    5.2.10  A

    I E 

    SWOT . SWOT

    . T

    (B, 2009). F

    T 2 SWOT A, .

  • 8/18/2019 Thesis 2012 Wilfing Robert

    37/70

     

    37

    2

    A

    •  H D

    •  P & S

    •  S & M

    •  B

    •  F

    •  H

    •  C

    •  P

    •  K

    •  H

    •  M

    •  S

    • 

    • 

    • 

    •  I

    • 

    • 

    UAE

    •  U

    •  N UAE

    •  C

    (.. Q A)

    A

    A 2 S

    5.2.1 5.2.9 . T D U A E

    (UAE)

    . A S 5.2.4 E

    D

    . E

    H (2006) S 5.2.9

    . W ,

    , S

    (5.2.9) E . H,

    .

  • 8/18/2019 Thesis 2012 Wilfing Robert

    38/70

     

    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

    EK125 V D EK126

    V D. T

    A 340500 . C B 777300ER

    A 340500 , 258 . I

    A330200 E

    3.318 D V

    172.536 . W 2008

    5.096

    264.992

    E . S

    M 2011

    8.192

    425.894 .

    C E

    3

    Y

    C

    EK 2004 7

    A330

    200 3.318 172.536

    EK 2008 7

    B777

    300ER 5.096 264.992

    EK 2011 13

    B777

    300ER,

    A340

    500 8.192 425.984

    OS 2011 7

    B767

    300ER 3.220 167440. EK = E, OS= A

    :://../I/F/OF;://..//// :

    12 J. 2012

  • 8/18/2019 Thesis 2012 Wilfing Robert

    39/70

     

    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

    . A FIFA

    E A A G

    O. E V S F

    A S . T

    E

    . T

    .

    A A N A

    S . T

    . F

    . I

    . A ,

    A.

  • 8/18/2019 Thesis 2012 Wilfing Robert

    40/70

     

    40

    T ,

    ,

    E . T

    , ,

    , , ,

    .

    6.1 

    T E

    . A

    E

    . Q

    (V, 2006). C

    ,

    . T

    . I

    . R

    . V (2006)

    , , , ,

    . F ,

    . S

    . Q

    . I

    . T

    ,

    (V, 2006). T

    N D A B

    D, W . I

  • 8/18/2019 Thesis 2012 Wilfing Robert

    41/70

     

    41

    . M,

    . F

    , ,

    . F

    .

    6.2 

    T

    . A E

    E . O

    C (2008), G & W (2002), H (2009),

    P & A (2007) P, R W (2005)

    . G V (2006)

    (..

    , ), ,

    ,

    . T

    , E G, E

    A 1.

    6.2.1  1:

    T ,

    , ,

    . T

    . F

    .

  • 8/18/2019 Thesis 2012 Wilfing Robert

    42/70

     

    42

    6.2.2  2:

    T

    ( ) S 4.1.1

    . T

       

    . S

    K . (2008), P

    M (1999) B S (1987),

    A (1987) H (1995). C 4

    S 4.1.1 .

    4 :  

    CATEGORY SOURCE

    P E

    R

    O

    E : ..

    E S H

    E R D

    E

    E

    I

    R

    I

    T , I

    T 2

     

    . P

    . A

    S 3.2 .3

    (W, 2007)

  • 8/18/2019 Thesis 2012 Wilfing Robert

    43/70

     

    43

    6.2.3  3:

    T (4.1.3)

    . T

     

    . P E

    . F

    E I .

    T. 5 Q: D C

    O O

    E ..  E HE

    I

    .. 

    I 5

    .

    6.2.4  4: A

    T

    . A

    26 (

    ). A L

    (=5),

    (=4), (=2) (=1).

    M ,

    6. I ,

    . M,

    E .

    T

    . P

    .

  • 8/18/2019 Thesis 2012 Wilfing Robert

    44/70

     

    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)

    3 B P, R W (2005)

    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

    (2009); P & A (2007); P,

    R W (2005)

    13 L C (2008); G & W (2002); P,

    R W (2005)

    14 F C (2008); G & W (2002); H

    (2009); P & A (2007); P,

    R W (2005)15 O

    16 S C (2008); G & W (2002); H

    (2009); P & A (2007); P,

    R W (2005)

    17 P C (2008); G & W (2002); H

    (2009); P & A (2007); P,

    R W (2005)

    18 R C (2008); H (2009); P & A

    (2007)

    19 N

  • 8/18/2019 Thesis 2012 Wilfing Robert

    45/70

     

    45

    20 F C (2008); G & W (2002); H

    (2009); P & A (2007); P,

    R W (2005); P, R

    W (2005)

    21 A

    C (2008); G & W (2002); P

    & A (2007)

    22 F H (2009); P & A (2007)

    23 N G & W (2002); P & A

    (2007); P, R W (2005)

    24 S

    C (2008); G & W (2002); P

    & A (2007); P, R W

    (2005)

    25 M

    G & W (2002); P & A

    (2007)

    26 C

    C (2008); G & W (2002); P

    & A (2007); P, R W

    (2005)

    T

    . T SERVQUAL

    S 4.1.2 . I

    C (2008), G & W (2002), H (2009), P &

    A (2007), P, R W 2005)

    . I :

    ( 1 13), ( 1415),

    ( 16 18), ( 19 22) " ( 2326).

    F E

    . I

    .

    6.3 

    T V I A 15

      F

    2012. A E,

    . E EK128 V

    D 15

      F

    . F

    70 364 . T

  • 8/18/2019 Thesis 2012 Wilfing Robert

    46/70

     

    46

    ,

    . P

    . Q

    ,

    . P

    . B ,

    , . T

    . I

    E EK128

    . R

    . T

    . A 30

    .

    6.4 

    F

    ,

    . S

    . A

    E .

    6.4.1  1

    :

    .

    H0:

    T

  • 8/18/2019 Thesis 2012 Wilfing Robert

    47/70

     

    47

    .

    R

    . S

    .. K .

    (2008) S & H (1999). T

    (P)

    (S & K,

    2000; S & S, 2004; P & B, 2008 K ., 2008).

    A

    .

    6.4.2  2

    .

    H0: A .

    D S 4.1.1

    . T C (1992), K . (2008),

    K (2006) P & M (1999). A

    .

    6.4.3  3

    .

    H0: T E

    .

    A E

    5.2.9 . T

  • 8/18/2019 Thesis 2012 Wilfing Robert

    48/70

     

    48

    . A

    E .

    6.4.4  4

    .

    H0: A .

    G & W (2002) ,

    . T

    . E ,

    . T ATW (A T W)

    E ATW

    A Y A 2011 (A T W, 2012). V

    . T

    .. 

    . A

    E

    E.

    P & A (2007) H (2009)

    . P, R W

    (2005)

    ,

    .

  • 8/18/2019 Thesis 2012 Wilfing Robert

    49/70

     

    49

    6.5 

    A

    I

    ,

    PASW . F .

    D PASW

    . D

    .

    6.5.1  A  

    T E (83.8%)

    . F 14

    . T

    83.3%. O 32.3%

    .

    6.5.2 

    A 1

    T

    . A 8, 6%

    E.

    A 90, 6%

    (

    )

    .

    P

    7. T (EX=

    , MA= , PE= ).

    7

     :

    . I S P

    EX P 45.61%

    PE WM & 38.60%PE O R 24.56%

    NE T 22.81%

    MA T 10.53%

    MA .. 8.77%

    MA B 7.02%

    MA N & M. 5.26%

    MA R D 3.51

    MA S H 1.75%

  • 8/18/2019 Thesis 2012 Wilfing Robert

    50/70

     

    50

    R

    45.61% E

    EK128 V D .

    L 37% E

    . F,

    .

    H 1

    . I . T

    0.05. T,

    .

    6.5.3  A 2

    T T 8

    . I

    . I

    . A

    . B,

    . H2

    8 :

    C. M

    PEX P 40.70%

    PE WM & 30.50%

    MA .. 13.60%

    NE T 6.80%

    PE O R 5.10%

    MA S H 1.70%

    MA R D 1.70%

    MA B

    MA N&M.

    MA T

  • 8/18/2019 Thesis 2012 Wilfing Robert

    51/70

     

    51

    .

    I

    N D

    A B D (F. 4)

    . T

    (=0.07) (=0.551)

    0.05. C H0

    . T

    ( ) (=0.001)

    H0 0.05. T

    (=0.206) H0

    .

    6.5.4  A 3 

    T 9

    . T

    . I

    (44.26%) E

    (32.79%). T

    E

    4.92%. C E

    65%

    38%

    E. H 3

    .

    A N D A B D

    9 :

    B C %

    T 44,26%

    .. 32,79%

    .. 18,03%

    E H 4,92%

    E

    . 4 :

  • 8/18/2019 Thesis 2012 Wilfing Robert

    52/70

     

    52

    E

    . A 0.04 . T

    H0

    6.5.5  A 4

    P 26 . F

    10

    . T

    ( REL = , RES = , SCH =

    , STA = , TAN = )

    10 :

    D. A M D. A M

    REL S 3.75 TAN Q 3.26

    REL P 3.75 SCH N 3.2

    STA

    F 3.74

    SCH M

    3.09

    STA A

    3.74

    TAN O

    2.97

    TAN S 3.6 TAN N, 2.89

    RES F 3.52 TAN E 2.87

    SCH S

    3.41

    TAN D

    2.68

    SCH C

    3.41

    TAN

    L 2.59

    TAN Q 3.34 TAN U 2.29

    RESO 3.33

    RELN 2.29

    REL

    R 3.33

    TAN P

    2.22

    STAF

    3.33

    TANS ,

    2.11

    TAN B 3.26 TAN I 1.71

    A 3.06 2.04 . H 4

    . B .

  • 8/18/2019 Thesis 2012 Wilfing Robert

    53/70

     

    53

    5.8 W

    25

    . T H0 W

    . T

    (3.75)

    ( ,

    ) 5

    . I H0

    . I 21

    (

  • 8/18/2019 Thesis 2012 Wilfing Robert

    54/70

     

    6.6 

    T

    .

    6.6.1 

    E

    2008)

    1999) S

    F

    ;

    8.82%

    A

    ;

    7.35%

    54

     

    . A  

      E

    . T

    . F

    . C

    (

    (P

    4.

    S; 58.82%

    S P;

    10.29%

      O;14.71%

     

    14

    K .,

    & M,

  • 8/18/2019 Thesis 2012 Wilfing Robert

    55/70

     

    55

    6.6.2  ( 1)

    T

    . O 90%

    ,

    . T S 4 (.. K

    . , 2008; S & H, 1999). K . (2008)

    . F E

    . A

    ( , .., , ,

    ) . I

    37% . S

    37%

    P M (1999) S 4.1.1

    E. T

    (22.81%)

    . T ,

    C (1992),

    K . (2008) K (2006). F E

    S.

    6.6.3 

    ( 2)

    T (30.5%)

    K (2006)

    . T (.. P &

    M, 1999) . I 6,8%

    E . A

    E

    .

  • 8/18/2019 Thesis 2012 Wilfing Robert

    56/70

     

    56

    6.6.4  ( 3)

    T (62%)

    S 5.2.9. OC & W (2011)

    E

    . A

    . W E

    (60%). T

    . I 10%

    E . AQ

    (6.8%)

    (44.26%). C

    . R

    S

    3.2.3 R (2011)

    . T E

    ,

    , .

    6.6.5  A ( 4)

    P 26 4

    ( ) 1 ( ). T 2.04

    3.75 1.71

    2.04. T

    . P

    K &

    D (2009)

    . T

  • 8/18/2019 Thesis 2012 Wilfing Robert

    57/70

     

    57

    L . (2008)

    . I

    . A

    S 5.1 E

    I (IFEC)

    . T

    IFEC . T

    .

    A

    , SMS . T

    E . O

    . I

    SMS,

    . A

    S 3.3 3.4

    S (2011)

    . T

    3.41

    4 ( )

    10 . I

    . A

    3.26

    . I

    E

    . W

    . T

  • 8/18/2019 Thesis 2012 Wilfing Robert

    58/70

     

    58

    . I

    . F

    IFEC E

    .

    6.7 

    R M E A

    R

    . R

    S

    . T

    E S V.

    E

    (.. B & L, 2008)

    S 4.1.1 . M

    . T

    E

    . R

    . T

    IFEC (I C T)

    .

    T

    S (6.6.5). W SWOT

  • 8/18/2019 Thesis 2012 Wilfing Robert

    59/70

     

    59

    S 6.2.10 E

    . T A Q

    A E E

    .

    T

    E

    A

    . D

    S 5.2.9

    H T

    .

  • 8/18/2019 Thesis 2012 Wilfing Robert

    60/70

     

    60

    T

    .

    C

    . T

    . T

    . T

    E

    . C E

    ,

    (.. , , IFEC),

    .

    F ,

    . O

    .

    T

    . F

    E

    . I

    E. M

    ,

    .

  • 8/18/2019 Thesis 2012 Wilfing Robert

    61/70

     

    61

    T H T

    E . T

    H T

    .

  • 8/18/2019 Thesis 2012 Wilfing Robert

    62/70

     

    62

    1.  A T W.2012: ://./

    //

    0118  3 A 2012

    2. 

    A, G; H, M; K, P; B, R. 2009.

    M: A I. P E L: E

    3.  A, H. 1987. C . K

    P: B

    4.  A, H. 1988. C B M A. K

    P C, 6

     :B

    5. 

    A. 2012 : B 767300 ER.

    ://../I/F/OF/B%20767

    300%20ER.?=AT&=  3 J. 2012

    6. 

    B, U; , A. 2006. T

    . I T &

    T, V. 8, I 2, 121136

    7. 

    B, S; S, S. 1987. E : A

    , J C

    R, V. 14, J, . 8395

    8.  B, P; O, A; B, C. 2009. T G A

    I. J W & S L. : C.

    9. 

    B, P; O, A; B, C. 2009. T G A

    I, J W & S L. : S

    10. 

    B, T; A, S. 2005. B M A S

    E P.I: D, W; B, H;

    A, S; A, S. 2005. S M

    A I. A P L: H

    11. 

    B, A. 2009. T SWOT A. GRIN V: M

  • 8/18/2019 Thesis 2012 Wilfing Robert

    63/70

     

    63

    12. B, D. 2003. D: . I M, G; P, E;

    B, Y. 2002. P, P S. H V:

    G

    13. 

    B, D; R L. 2008. P

    : 20 10 IT

    T , T M, V. 29, I 4, 609

    623

    14. C, A. 2009. T A I: C 21

     C

    (C E). P V H: H

    15. 

    C, C. 2006. I

    . I T & T, V. 8, I 2, 197

    214

    16. C, C. 2008: I ,

    , , :

    E T. T R P A, V. 42, . 709717

    17. 

    C, J. 1992. I

    , V L B, V. 11, I 4

    18. 

    D, P; S, J. 2005. A D. N V GH &

    C.KG: K

    19. E G C. 2012:

    ..////. 

    1

     M, 2012

    20. E G W. 2012 : ... 

    8

      J, 2012

    21. E, J.F.; B, R.D.; M, P. . 1986. C . D

    P, 5

     : C

    22. 

    F.2012: ://../E/;

    ://../; ://../S 

    28 A, 2012

    23. F, O.C. ; W.M. P. 2010. F M. SW

    C/W, 4 : M

    24. F, D.; M. 1997. T I S. A T

    R, V. 24, I 3, 503523

  • 8/18/2019 Thesis 2012 Wilfing Robert

    64/70

     

    64

    25. G, D; W, R. 2002. P

    : H K , T M, 24 (2003),

    . 519532

    26. 

    G, B. 1978. A. T C S M C

    A. O B: L

    27. 

    H, P. 2007. G A: C T I.

    BH, 3

     : O

    28. H, D; B, R; C, K. 1995. C :

    I . I I. S : C

    29. 

    H, J. 2006. T D: O B

    D D, I J T R,

    V 8, .8799

    30. H, S; S, J. 2007. C B T.

    BH, 2

     : O

    31. 

    H, YK 2009: T E A S Q P

    B I U SERVQUAL: A T C S. J

    E A S T S, V 8

    32. 

    I, G. 1994. I T T T.

    F T P H: L

    33. K, A; E, A. 2007. E A W

    G? I: W, A; F, C; R, G. 2007.

    A M: A H T. L V,

    1. A: M

    34. K, A. ; LK, L.; C, P. . 2004. T H K

    : P . I J C

    S, V. 28, I 3, 293304

    35. 

    K, S. 2009. P D

    L: E S W. GRIN

    V, 1. A: N

    36. K, M. 2006. D E S Q A: A

    P G I E S P. A:

    H

  • 8/18/2019 Thesis 2012 Wilfing Robert

    65/70

     

    65

    37. K, P; A, G; W V. 2008. P

    M. P H I: 5

     E : E

    38. K, M; D, A. 2009. H T B: T &

    P. R: N Y

    39. 

    L, C; W, J; C, P. 2008. E

    S M. P H:N J

    40. M, P; P, A. 2006. S M M.

    BH, 3

     : O

    41. OC, J; W, G. 2011. A T 21

    K S D. A P L: F

    42. 

    OC, P. 1999. E I D T

    H. CABI, 1

     : O

    43. P, F. A, O. 2007: E :

    A SERVQUAL , J A T

    M, V. 13, . 229237

    44. 

    P, A. 1994. P S M. MGH H

    E, 4

     E: N Y

    45. 

    P, J.W.; R, R. W, C.L. 2004: T

    : K , J A

    T M, V. 10, . 435439

    46. 

    P, D; B, A. 2008. I M

    C. F T M. 3

     : N Y

    47. P, A; M Y. 1999. C B T

    T. T H P: B

    48. P, A. 1993. T, T C S. C

    I: O

    49. 

    P, W M.; F; O.C. . 2011. M. SW C

    P, 16

     : M

    50. R, J. M. .1966. W ? , J M, V.

    30, 3236

    51. R, C 2011: R I A I.

    ://../8619928

    .  : 1 N. 2011

  • 8/18/2019 Thesis 2012 Wilfing Robert

    66/70

     

    66

    52. S, L; K, L. 2006. C B. E C,

    9

     : N J

    53. S, D; K, P. 2000. C G: A I

    M A. NTC B B. 1

     : I

    54. 

    S, D; S, H. 2004. IMC, :

    .

    MGH P: N Y

    55. S, J J; O, J W. . 2003. B C A

    M: OD A T. MH P: N Y

    56. 

    S, A; P, M; T, J 2009: P

    : T ,

    J I E M, V. 2, 1,

    251272

    57. S, P. 2011. S B: G

    M. G V: W

    58. 

    T, N. 2011. T P H G D M: A

    C T I T. A P

    L: F

    59. T E. 2010. R . 3

      J OC,

    J; W, G. 2011. A T 21 K

    S D. A P L: F

    60. 

    V, A.J. . 2006. R M L T. A P

    G. P E L, 3

     : H

    61. V, H. 2008. S M: T C. D K

    (I) P. L.: D

    62. W, J. 2007. A T: A M P.

    A, 6

     : H

    63. 

    W, H; K, S. 1999. ICT C L

    G T D, E M, V. 9, I 4, 256262

    64. W, H; K, S. 1999. I

    . S; A 1: W . 4249

    65. W, A. 2009. D B I: A E G

    W B T. J W & S, 3 : H

  • 8/18/2019 Thesis 2012 Wilfing Robert

    67/70

     

    67

    66. , V.; B, L. P, A. . 1996. T

    , J M, V. 60, 3152

    67. , M.; B, D. 2008. B A: .

    I: B, D.; E, R. . E L.; F E:

    O. .269281

  • 8/18/2019 Thesis 2012 Wilfing Robert

    68/70

     

    68

    A

    A 1

    PART1: GENERAL INFORMATION

    D

    :

      D

     :

     

    B C:   E  

    B F

    A

    ?

     

     

    ( )

     

     

       

       

    A 2: A A

    1 R

    2 O

    3 P E

    4 E : ..

    5 E S H

    6 E R D

    7 E 8 E

    9 I

    10 R

    11 I

    12 T , I

    W

    ? ( )

    N :

  • 8/18/2019 Thesis 2012 Wilfing Robert

    69/70

     

    69

    A 3 :

    E : ..

    T

    O .. 

    E H

    E T , I

    .

    A 4: AA

    P

    1 E

    2 S

    3 B

    4 D

    5

    O

    6 U

    7

    S , SMS

    8

    P

    9 N,

    10 I

    11 Q

    12 Q

    13 L

    14 F

    15 O

  • 8/18/2019 Thesis 2012 Wilfing Robert

    70/70

     

    16 S

    17 P

    18 R

    19 N

    20 F

    21

    A

    22 F

    23 N

    24 S

    25

    M

    26 C

    ( )

    N :

    T !

    E .