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ŢƃřŶƸŝ İƯƺưƗŢƃřŶƸŝƵƹźĭ [email protected]

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ƱŚŬƳŻİĪƃżěƭƺƬƗƵŚĮƄƳřŵŹŵİƃŻƺƯōšŚƯŶųŢǀƠǀĩİŝŚƿŻŹř ˼˻

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ƲǀƴĤ ƢƤŰţƽřźŝƾƫŚƗƁŻƺƯō įřźºŝƁŻƺºƯōƝŶƷ

ƶưƷ ] EFA Education For All [

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ƭƺºººſ ] MDG Millennium Development Goal

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ƪƬƯ ŶŰŤƯ (UNESCO)

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] SERVQUAL

Service Quality

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Q = P- E

Quality = Perception-Expectation ƶŞſŚŰƯ

İƯ ŵƺƃ ƶŝšŚĩřŹŵř ŵƺūƺƯƖƋƹ

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æé ƺºĮƫř į Ʃřƺĩƹźºſ

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ƱŚŤſŹŚưǀŝĨƳŚŝ

İƫŚºƗƁŻƺºƯōšŚƯŶųƹİŤƃřŶƸŝšŚƯŶų

ŢſřƵŶƃƵŵŚƠŤſř

æí æê ŹƺſřŹŚě ŶºƘŝŪƴºěƱřŹŚĪưƷƹƲƯ

ƂŬƴſįřźŝƩřƺĩƹźſįƺĮƫřŹŵ ƯŶųŢǀƠǀƧ

Ś š ŶºƳŵźŝŹŚƨŝ

řƹ ƫ ŶƘŝƲǀ ŢǀƬŝŚƣ ƱŚƴǀưƏř ŢƯŶų ƾƯ ƶºƧŶƃŚŝ ƭŚºŬƳřƾƿŚºƳřƺţ

ƲŘưƐƯƾƬƨƃƶŝŢƯŶų

ŵŚưŤƗřƪŝŚƣ ŹŵŢſŹŵƹ

ƶƘƟŵƲǀƫƹř

ƾƯ ŶƃŚŝ ŶƘŝƲǀƯƹŵ ƾƿƺĮŴſŚě

Ţſř Ƙƿ ƾƴ ƪƿŚưţ ƹƵŶĪƄºƳřŵ

įřźŝƱŚƴĩŹŚĩ ƾƿƺĮŴſŚě

ŝ ƱŚƿƺŬƄºƳřŵšǈĪƄƯšǇřƺſƶ ƹ

ƹƽŹŚƨưƷ ƦưƧ

ƶŝ ƱŚƳō ŶƘŝƲǀƯƺſ

ŢƳŚưƋ Ʋǀưƌţƹ Ţſř

ƶƧ ƾĮŤƀºƿŚƃźĮƳŚƿŚưƳ ƶºƟźů

įř

ƾƿŚºƳřƺţ ƹ ƖºƋřƺţ ƱŚºƴƧŹŚƧ

ƹŵŚưŤƗřžůƽŚƤƫřƽřźŝƱŚƯŻŚſ ƱŚƴǀưƏř

ŢºſřƽźŤƄºƯƶºŝ

ƭŹŚƸģŶƘŝ

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ƽř ŵƺºƃ

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ƵŵźƧƥŹŵřŹŚƷ

ƮƸƯƱŚƯŻŚſƽřźŝƹŢſř ŶƴŤƀƷ

ŶºƘŝƲƿźųōƵźųǇŚŝƹ

ŶºƘŝ

ŽƺưƬƯƹƾƨƿżǀƟ Ţºſř

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(3)

ƾƬǀƧƹŵƺƘƀƯŶưŰƯƹƽŶưŰƯƾƬƗźŤƧŵ

˼˼

ƶŞƴūƶưƷ řŹřƁŻƺƯōįŚƷ ƿ

ƵŚĮƄƳřŵŹŵƵŶƃƶ

İƯİſŹźŝŚƷ

ŵƺƃ

ƹ ƵŚĮƄƳřŵŹŵŢǀƠǀĩƂƿŚěŹŵįŹƹźƋƪƯŚƗĨƿƱřƺƴƗƶŝ

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ƾƯƶŤƟźĭźƔƳŹŵ

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çå ƶŤƟŚƿ ĨºƿƹƭŚţƶƘƫŚƐƯƽŚƷ

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ƶŝŸū ƽ ƪƿŚſƹƹƎǀŰƯ

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ŚƷ

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ƁƹŹ

İſŹźŝ

Ʋƿř ƂƷƹĦě ƶƘƫŚƐƯĨƿ

ƽ İƠǀƇƺţ ŹŵƶºĩŢſřİƘƐƤƯ

ƩŚſ íî æèíí ƭŚŬƳřƱŚŬƳŻİĪƃżěƭƺƬƗƵŚĮƄƳřŵŹŵ ŢƟźĭ

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ƮǀƳŹŵ ƩŚſ İƬǀƈŰţƩŚſƭƹŵ

æèíí æèíì

ŝ ƶ żū ƱŚƿƺŬƄƳřŵ

Ʃƹřƭźţ ŶºƳŵƺŝ ƶºƳƺưƳƱŚƿƺŬƄºƳřŵ

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İƿŚƯŚƯƹįŹŚŤſźě ĨƿźƷ

ìå

èê

ææì ƹ îí ƶºĩŶºƳŵƺŝźƠƳ

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ƽř

İŤŞƀƳ źƷŻř ƵŶĪƄƳřŵ ƶŝ ƱōƱŚƿƺŬƄƳřŵŵřŶƘţ ƵŶĪƄƳřŵ

İŤŞƀƳ

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ƽ ƝŶºƷ

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ƶƯŚƴƄºſźě

ŚºƷ řŹ

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źŝƪưŤƄƯƶƯŚƴƄſźěƭƹŵŢưƀƣ ÏÖ

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řŚƷ Ż šŚƯŶųŢǀƠǀƧ ƾƃŻƺƯō

řŹř ºƿ ƶ

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ƱŚŬƳŻİĪƃżěƭƺƬƗƵŚĮƄƳřŵŹŵİƃŻƺƯōšŚƯŶųŢǀƠǀĩİŝŚƿŻŹř ˼˽

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ŝƶ ƴƄſźěƾƿřƹŹƲǀǀƘţŹƺƔƴƯ ƶƯŚ

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ƽ ƲǀºŝƵŶºƃƶºǀƸţ

çê Ƴ źƠ ŚūŻř ƶƘƯ ƽ ƖºưūŻřžºěƹŶºƃƖƿŻƺţįŹŚƯō

ƹƽŹƹō

ŶºƃƶŞºſŚŰƯƱōįřźºŝűŚºŞƳƹźĩįŚºƠƫōŜƿřźƋİſŹźŝ

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Ƶŵřŵ ƲººƿřƽŚººƷ ƂƷƹĦººě

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ř ƽŹŚººƯōŹřżººƟ 11.5

ƹSPSS

ƾƠǀƇƺţƽŚƷŹŚƯō

ŶƃƵŵŚƠŤſřƾƏŚŞƴŤſř

ħřŹŵřƞǀƇƺţįřźŝ

ŹŚººƔŤƳř ŻřƱŚƿƺŬƄººƳřŵ İººƃŻƺƯōšŚƯŶººųŢººǀƠǀĩ

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ħřŹŵřšřźººưƳƲǀĮƳŚººǀƯ

ŹŚººƔŤƳř ƱŚƿƺŬƄººƳřŵ Źŵ

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ũƹŻ (Paired- t)

ŝ ƶ ŶºƃƶºŤƟźĭŹŚĩ

ƾºƴƘƯƽřźºŝ

ƱŵƺºŝŹřŵ

ƵŶĪƄƳřŵŜƀůźŝƵŶƷŚƄƯšƹŚƠţ

ŚƷ

žƳŚºƿŹřƹżǀƫŚºƳōƱƺºƯŻō

ƶƟźƐĪƿ one-way ANOVA

ŶºƃƭŚºŬƳř

ƱƺºƯŻōįřźºŝ

ƾƴƘƯ ŚºŝƹźĮƿŶºĪƿŚŝšŚƯŶųŢǀƠǀĩŵŚƘŝřƲǀŝƍŚŞţŹřƱŵƺŝŹřŵ

ŢǀƠǀĩ šŚƯŶųİƬĩ

ŤƀŞưƷŜƿźƋ ŶƿŵźĭƵŵŚƠŤſřİĮ

ƶŤƟŚƿ ŚƷ ƞƫř ƵŵřŵƞǀƇƺţ

ŚƷ Ƶŵřŵ ƩƹŶūįŚƷ Î

İƯƱŚƄƳ ƶºĩŶƷŵ

Ð ÒÓ ŶƇŹŵ ƹƱŻřŹƶƘƫŚƐƯŵŹƺƯŵřźƟř Ô

ÑÐ ŶºƇŹŵ Ʊō řŹŚºƷ

ŵřŵƪǀĪƄţŵźƯ ŢſřƵ

ƶƴƯřŵ ƽ ƾƴſ źŤƄǀŝ Ʊō ŚƷ ÎÕ Śţ ÏÑ ƩŚºſ

ƱōƲſƲǀĮƳŚǀƯƹ

ŚƷ ÐÐ ÏÎ ŵƺŝƩŚſ ƵŶĪƄƳřŵ ƽ ƪǀƈŰţƪŰƯ

ŚƿƺŬƄƳřŵ ƵŶĪƄºƳřŵŶƇŹŵƲƿźŤƄǀŝŜǀţźţƶŝƶƘƫŚƐƯŵŹƺƯƱ

ƽ

ƹİĪººƃżěİƿŚººƯŚƯƹįŹŚŤººſźěİĪººƃżěřźǀěƹŢººƃřŶƸŝ ŵƺŝįŻŚſƹŹřŵ

ÐÍ ŶƇŹŵ ƶºƘƫŚƐƯŵŹƺºƯƱŚƿƺŬƄƳřŵ řŹ

ƖºƐƤƯ

İƳřŵŹŚĩ Ï ÐÔ ŶƇŹŵ ƹİſŚƴƃŹŚĩƖƐƤƯ Õ

ÐÏ ŶºƇŹŵ ƖºƐƤƯ

ƶƟźůįźŤĩŵ

ƾƯƪǀĪƄţįř

ŶƳŵřŵ

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ƽ źŝƢǀƤŰţ ƾĭĦƿƹŜƀů

ŢǀƘưūįŚƷ

İŤųŚƴƃ

Ƶŵřŵ ƩƹŶūįŚƷ ç

İƯƱŚƄƳ ƲƿźŤưĩƹƲƿźŤƄǀŝƶĩŶƷŵ ƲǀĮƳŚǀƯ

ƥřŹŵř šŹŚŞƗƶŝŜǀţźţƶŝƱŚƿƺŬƄƳřŵ ƽŹřŶƸĮƳƹŢŞŧ

ŮǀŰƇ

ƵŚŞŤºƃřƱƹŶŝƹ ƹƱŚƿƺŬƄºƳřŵƾºƃŻƺƯōŵŚƴºſř

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řźƯƽřźºŝƱŚƿƺŬƄºƳřŵƶºŝƆŴƄƯšŚƗŚſ ƵŶĪƄºƳřŵƶºŝƶºƘū

ŢŞŰƇŢƸū ƵŹŚŝŹŵ

ƽ İƯƍƺŝźƯƾƃŻƺƯōšǈĪƄƯ

ºƃ Ŷ Źŵ

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ƶƠƫƺƯ ƲǀĮƳŚºǀƯ ŻŚºǀŤƯř ÎÍ ƶºƠƫƺƯ ƶºƠƫƺƯ įŚºƷ Î

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ƹ

ƲǀĮƳŚǀƯ ƶǀƤŝ ƽ ƶƠƫƺƯ ƲǀƿŚěŚƷ ƎſƺŤƯŻřźţ ŶƳŵƺŝ

İĭĦƿƹ İƳřƹřźƟ

ŶƇŹŵ

ƱŻ ÎÕÍ

Ð ÒÓ

žƴū

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ƶƴƯřŵ ƽ İƴſ ÏÒ źţǇŚŝƹ ÏÐ

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Ô

İĪƃżě ÔÍ

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įŻŚſƹŹřŵ ÐÒ

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ƹŢººººººººƃřŶƸŝ İĪƃżěřźǀě ÎÎÔ

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ƵŶĪƄƳřŵ

İƿŚƯŚƯƹįŹŚŤſźě

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ÐÍ

İƳřŵŹŚĩ ÖÓ

ÐÍ

İſŚƴƃŹŚĩ ÎÎÖ

Ï ÐÔ

ǀƈŰţƖƐƤƯ İƬ

įřƶƟźůįźŤĩŵ

ÎÍÒ Õ ÐÏ

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˼˾

ƩƹŶū ç ƶƀƿŚƤƯ ƽ ħřŹŵř

ƱŚƿƺŬƄƳřŵŹŚƔŤƳř ƶƠƫƺƯŻř

İƃŻƺƯōšŚƯŶųŢǀƠǀĩįŚƷ

ƶƠƫƺƯƹƩřƺſ

ƲǀĮƳŚǀƯ ħřŹŵř ƲǀĮƳŚǀƯ

ŹŚƔŤƳř ƹŵšƹŚƠţ

ƲǀĮƳŚǀƯ ŹřŶƤƯ t p

*

Î ƶƟźůƹƶŤſřŹōźƷŚƓ

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ƹŽǈĩŚƌƟ

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Ð ƹ ŶƿŵƉźƘƯŹŵƹśřŸūƾƿŚưƴƷřŹƮŗǈƗƹŚƷƺƬŝŚţŵƺū

ÎÕ Ï ÖÕ Ñ Õ

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Ñ ŶƯōŻƹŹƹŜſŚƴŤƯƾƃŻƺƯōšřżǀƸŬţƹƪƿŚſƹ

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Ñ Ò

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Ò ƾƃŻƺƯōƪƿŚſƹįźƷŚƓƶŝŸū

ƹŶƷŹƹřŵźŝŢƿřƹ

Ô

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Î ÎÓ ÏÍ ÍÍÍæ Í

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Ó ŝƾƃŻƺƯōƽƺŤŰƯƶŗřŹř ƪƈƟźſŚŝŜſŚƴŤƯƹƮƔƴƯŹƺƐ

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Ï

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ÎÍ ƵŚŞŤƃřƱƹŶŝƱŚƿƺŬƄƳřŵƢŝřƺſƹƾƃŻƺƯōŵŚƴſřƽŹřŶƸĮƳƹŢŞŧ

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ÎÎ ƖŝŚƴƯƶŝƾſźŤſŵŢƫƺƸſ

ƹźţƺǀĜƯŚĩšǈŬƯŜŤĩ

ƵŚĮƄƳřŵŹŵƵŶƃƮƷřźƟ

ÎÒ Ð ÐÔ

Ñ Ï

Î ÎÖ ÎÔ ÍÍÍæ Í

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ÎÏ ŹźƤƯƱŚƯŻŹŵƱŚƴĩŹŚĩƹƾưƬƗšŐǀƷƽŚƌƗřƶŝƶƫƺŰƯįŚƸŤǀƫƺŘƀƯƹƞƿŚƓƹƭŚŬƳř

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ŹƹŚƄƯ ƺŬƄƳřŵŻŚǀƳƭŚĮƴƷƶŝ

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ÎÑ ŢƿźƿŶƯƶŝƱŚƿƺŬƄƳřŵƾſźŤſŵŢƫƺƸſ ƾƃŻƺƯōƶƯŚƳźŝŵŹƺƯŹŵšřźƔƳƱŚǀŝƽřźŝ

ÒÕ Ï ÐÏ Ñ ÔÑ

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ÎÒ ƾſŹŵƹƾƃŻƺƯōƶƯŚƳźŝŹŵƱŚƿƺŬƄƳřŵšřŵŚƸƴƄǀěƹšřźƔƳƱŵřŵŹřźƣźƔƳŶƯ

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ÎÓ ƶƘƫŚƐƯƽřźŝƱŚƿƺŬƄƳřŵƶŝŜſŚƴƯƾſŹŵƖŝŚƴƯƾƟźƘƯ

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ÐÏ Ð Ñ

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ƾƴƘƯ ŢſřŹřŵ

* P <å/åæ , ƶƟźƏƹŵ, N = èçå, df = èæî

ƲǀƴĤưƷ ƲƿźŤưĩƹƲƿźŤƄǀŝ

řƲǀĮƳŚǀƯ šřŹŚƔŤƳ ƶºŝƱŚƿƺŬƄƳřŵ

šŹŚŞƗƶŝŜǀţźţ ŵŹŵ

ƀºƯƱŵƺºŝŽźŤºſ ƺ

ƶºŝƱřźƿŶºƯƹƲǀƫƹ ƹƱŚƿƺŬƄƳřŵŻŚǀƳƭŚĮƴƷ

šŹŚŞƗ ƾºƃŻƺƯōƪƿŚſƹƽźƈŝƶŝŸū

ƍƺºŝźƯƁŻƺºƯōƾŤƯŶųƎǀŰƯŚŝƱōŜſŚƴţƹ

ƺºŝ ŵ ƲǀĮƳŚºǀƯ

(6)

ƱŚŬƳŻİĪƃżěƭƺƬƗƵŚĮƄƳřŵŹŵİƃŻƺƯōšŚƯŶųŢǀƠǀĩİŝŚƿŻŹř ˼˿

ƶƠƫƺƯƶưƷŹŚƔŤƳřŻŚǀŤƯř

ŻřźŤƄǀŝŚƷ Ñ

ŵŚºƿŻŶºůŻřźţǇŚºŝŹŵƹ

ŵƺŝ ƶƀƿŚƤƯįřźŝ

ƽ šƹŚƠţ ƥřŹŵřƲǀĮƳŚǀƯ ŹŚƔŤƳřƹ

ƱŚƿƺŬƄƳřŵ

ƯŻř ƶƠƫƺ ƱƺƯŻōŻřšŚƯŶųŢǀƠǀĩįŚƷ ƶŤƀŝřƹt

ũƹŻ ƵŵŚƠŤſř

ƝŚĪºƃƹšƹŚºƠţŢſřƆŴƄƯƩƹŶūŹŵƶĩŹƺƐƳŚưƷŶƃ

ƲǀĮƳŚǀƯ ƶƠƫƺƯƶưƷŹŵŚƷ

ŮƐºſŹŵŚºƷ

åååæ å P İºƴƘƯ Źřŵ

ŶƳŵƺŝ Ƶŵřŵ ƩƹŶūįŚƷ Ð

İºƯƱŚƄƳ

ƶºĩŶºƴƷŵ ƲǀĮƳŚºǀƯ

ŻŚºǀŤƯř

ƥřŹŵř ƶŝšŚƯŶųŢǀƠǀĩŵŚƘŝřƶưƷŹŵƱŚƿƺŬƄƳřŵ ƽŚƴŨŤſř

ŶƘŝ

ƲǀººƴĤưƷƹŢƯŶººųƱŚººƴǀưƏř ƲǀĮƳŚººǀƯ

ŻřźººŤưĩƱōƪººĩ Ð

ƲǀƿŚě ƎºſƺŤƯŻřźţ

ƹ ƲǀĮƳŚºǀƯ ŻŚºǀŤƯř ř ŹŵƱŚƿƺŬƄºƳřŵŹŚºƔŤƳ

ƶưƷ ƽ

ƲǀƴĤưƷƹšŚƯŶųŢǀƠǀĩŵŚƘŝř ƲǀĮƳŚǀƯ

źŤƄºǀŝƱōƪĩ

Żř Ñ ŵŚƿŻŻřźţǇŚŝ

ŵƺŝ ƲƿźŤƄǀŝ ƹ ƲƿźŤưƧ ƲǀĮƳŚºǀƯ ŻřħřŹŵř

ŢǀƠǀƧ šŚƯŶų Ŝºǀţźţƶºŝ

řƶºŝ ŵŚºƘŝ ƱŚºƴǀưƏř ƶºŗřŹřƾƿŚºƳřƺţ

šŚƯŶºųŢºſŹŵ

İºƯƍƺºŝźƯİƿƺĮŴºſŚěƹ

Ŷºƃ ƹšƹŚººƠţ

ƝŚĪƃ ƥřŹŵř İºƃŻƺƯōšŚƯŶųŢǀƠǀĩŻřƱŚƿƺŬƄƳřŵŹŚƔŤƳřƹ

řŹř ººƿ ŮƐººſŹŵƱŚººŬƳŻİĪººƃżěƭƺººƬƗƵŚĮƄººƳřŵŹŵƵŶººƃƶ

åååæ å P İƴƘƯ Źřŵ ŵƺŝ

ƩƹŶū Ð ŻřƱŚƿƺŬƄƳřŵŹŚƔŤƳřƹħřŹŵřƶƀƿŚƤƯ ŵŚƘŝř

ƯŶųŢǀƠǀĩ ƾƃŻƺƯōšŚ

ŵŚƘŝř šŚƯŶųŢǀƠǀĩ

ƲǀĮƳŚǀƯ

ƥřŹŵř ƝřźŰƳř

ŹŚǀƘƯ ƲǀĮƳŚǀƯ

šřŹŚƔŤƳř ƝřźŰƳř

ŹŚǀƘƯ ƹŵšƹŚƠţ

ƲǀĮƳŚǀƯ ŹřŶƤƯ t

p

ƹŽƺưƬƯ ƽźƷŚƓƵƺƬū

ëî ç ÔÒ Í çç é ÔÍ

êè

æ ÏÕ ÍÍÍæ Í

<

ƱŚƴǀưƏř šŚƯŶų ÎÓ

Ð ÓÓ Í ÐÑ Ñ ÓÕ

Í ÎÕ

Î ÒÍ ÏÐ ÍÍÍæ Í

<

ƾƿƺĮŴſŚě

ÒÓ

Ï ÕÎ Í ÏÓ Ñ ÔÒ

Í ÓÖ

Î ÐÎ ÏÔ ÍÍÍæ Í

<

Ʋǀưƌţ ÔÕ

Ï ÕÑ Í ÏÖ Ñ ÓÖ

Í ÒÎ

Î ÐÔ ÏÒ ÍÍÍæ Í

<

ƽŻƺƀƫŵƹƾƫŶưƷŶƘŝ

Ð ÕÍ

Í ÐÑ Ñ ÔÍ

Í ÐÑ

Î ÏÑ ÏÐ ÍÍÍæ Í

<

šŚƯŶųƾƬĩŢǀƠǀĩ

ÕÑ Ï ÓÐ Í ÏÖ Ñ ÓÓ

Í ÑÒ

Î ÒÎ ÏÐ ÍÍÍæ Í

<

řŹřŵźĪƬưƗ ƿ

ƲǀƿŚěƵŶƃƶ

ŵƺºŝƱŚƿƺŬƄºƳřŵŹŚºƔŤƳřŶůŻřźţ

źºŝ

řŵŽŚſř Ƶŵ ƩƹŶūįŚƷ é

ŵŚƘŝřƲǀŝ ŢǀƠǀƧ ƕƺºưŬƯƹšŚƯŶºų

ƹƶƐŝřŹŚƸƳō ƾĮŤƀŞưƷ

ŮƐºſŹŵƹŢºƃřŵŵƺºūƹįƺƣƹǇŚŝ

ÍÍÍÎ Í P ƾººƴƘƯ Źřŵ ŵƺººŝ ƾĮŤƀººŞưƷŜƿźººƋ ŵŚººƘŝřƲǀººŝ

ŚŝƲǀưƌţƹİƿƺĮŴſŚě ŢǀƠǀƧ

ŚºŝƶƀºƿŚƤƯŹŵšŚƯŶºųİºƬĩ

įƺƣŵŚƘŝřźƿŚſ

ŵƺŝźţ ƱƺƯŻōŹŵ ƾĮŤƀŞưƷ ƝŚĪºƃšřźºưƳŻř

šƹŚƠţ ŵř ŹŚƔŤƳřƹħřŹ ŻřƱŚƿƺŬƄƳřŵ

ƵŵŚƠŤſřšŚƯŶųŢǀƠǀĩ

ŢſřƵŶƃ

ƩƹŶū é İĮŤƀŞưƷŜƿřźƋ

Ʊƺſźǀě šŚƯŶųŢǀƠǀĩŵŚƘŝř

šŚƯŶųŢǀƠǀĩŵŚƘŝř

ŶƘŝ æ ŶƘŝ

Ï ŶƘŝ

Ð ŶƘŝ

Ñ ŶƘŝ

Ò

æ ƽźƷŚƓƵƺƬūƹŽƺưƬƯ

ç ƱŚƴǀưƏř šŚƯŶų ëêí

å

*

è ƾƿƺĮŴſŚě

ëåê

å * ëîê

å *

é Ʋǀưƌţ êêí

å * ìåí

å * ìíí

å *

ê ƽŻƺƀƫŵƹƾƫŶưƷ

ëåæ å * ìåå

å * ìêæ

å * ìíæ

å *

šŚƯŶųŢǀƠǀĩƪĩƲǀĮƳŚǀƯ

ìíê å * íëæ

å * íîê

å * íîç

å * ííî

å *

* P< ååæ , ƶƟźƏƹŵ , èçå

(7)

˼̀

Śſřźŝ ƵŵřŵŽ ƩƹŶūįŚƷ ê

ƶƀƿŚƤƯ ƽ İƃŻƺƯōšŚƯŶųŢǀƠǀĩ

ƵŶĪƄƳřŵŜƀůźŝ

ƽ ƪƧ ŶºƤƯƱŚƿƺŬƄƳřŵƪǀƈŰţ Źř

ƩŵŚºƘƯf

çç çé ŮƐſŹŵƱřżǀƯƲƿřƶĩŵƺŝ

ååæ å P İƴƘƯ ŢſřŹřŵ

İƴƘƯƱŵźĩƆŴƄƯįřźŝ

ŢºǀƠǀĩšřźưƳƲǀĮƳŚǀƯšƹŚƠţįŹřŵ

ƵŶĪƄºƳřŵƲǀŝİƃŻƺƯōšŚƯŶų

ƱƺºƯŻōŻřŚºƷ Tukey HSD

ƵŶĪƄƳřŵƱŚƿƺŬƄƳřŵƲǀĮƳŚǀƯšƹŚƠţŶƃƵŵŚƠŤſř

ƽ ŚºŝİĪƃżě

ƵŶĪƄƳřŵƱŚƿƺŬƄƳřŵ

ƃřŶƸŝƹįŻŚſƹŹřŵįŚƷ İĪºƃżěřźǀěƹŢ

ŮƐſŹŵ ååæ å P ƵŶĪƄƳřŵƱŚƿƺŬƄƳřŵŚŝ

ƽ ŹŵįŹŚŤºſźě

ŮƐºººſ åê å P ƵŶĪƄºººƳřŵƱŚƿƺŬƄºººƳřŵƹ

ƽ ƹŢºººƃřŶƸŝ

ƵŶĪƄººƳřŵƱŚƿƺŬƄººƳřŵŚººŝİĪººƃżěřźǀě

ƽ ŮƐººſŹŵįŹŚŤººſźě

ååæ å P İƴƘƯ ŶƳŵƺŝŹřŵ

ƩƹŶū ê ƶƀƿŚƤƯ ƽ İƃŻƺƯōšŚƯŶųŢǀƠǀĩ Ŝƀůźŝ

ƪǀƈŰţƪŰƯƵŶĪƄƳřŵ

ƵŶĪƄƳřŵ Ƙţ

ŵřŶ Ư ƲǀĮƳŚǀ ƘƯƝřźŰƳř ŹŚǀ

İĪƃżě ÔÍ

ÖÔ æ ìæ

å

įŻŚſƹŹřŵ ÐÒ

çì æ ÓÕ

å

İĪƃżěřźǀěƹŢƃřŶƸŝ

ÎÎÔ åç æ îå

å

İƿŚƯŚƯƹįŹŚŤſźě

ÖÕ ÓÒ æ ìê

å

ƱƺƯŻō

f

ƖŝŚƴƯ ƶūŹŵ ƽ

įŵřŻō ƕƺưŬƯ šřŹƹŸŬƯ ƲǀĮƳŚǀƯ šřŹƹŸŬƯ ŹřŶƤƯ

f p-value

Ʋǀºººººŝ Ƶƹźĭ ŚƷ è ÎÐ ÑÓ èì æê çç çé åååæ å

<

ƹŹŵ Ʊ

Ƶƹźĭ ŚƷ ÐÎÓ êë çåå ëèê å

İƬĩ ÐÎÖ ëî çéë

ŦŰŝ

İººƃŻƺƯōšŚƯŶººųŢººǀƠǀĩİŝŚººƿŻŹřƶººƘƫŚƐƯƲººƿřƝŶººƷ

ŵƺŝƱŚƿƺŬƄƳřŵƵŚĭŶƿŵŻřƱŚŬƳŻİĪƃżěƭƺƬƗƵŚĮƄƳřŵ

ŪƿŚºŤƳ

ƶºĩŵřŵƱŚƄºƳƶºƘƫŚƐƯƲƿř Źŵ

ƶºưƷ ƽ ºƘŝř ŵŚ šŚƯŶºųŢºǀƠǀĩ

İººƃŻƺƯō řŵŵƺººūƹŢººǀƠǀƧƝŚƨººƃ

ŵŹ ƱŚƿƺŬƄººƳřŵƹ ººǀƠǀƧ

Ţ

ŶƳŵƺưƳƾŝŚƿŻŹřƎſƺŤƯŶůŹŵřŹƾƃŻƺƯōšŚƯŶų

ƹ ƲǀĮƳŚǀƯ

ƥřŹŵř ŚººŝƶƀººƿŚƤƯŹŵƱŚƿƺŬƄººƳřŵ ƲǀĮƳŚººǀƯ

ƱōŹŚººƔŤƳř

ŻřŚººƷ ƶƠƫƺƯ

ƲǀƿŚºěŮƐſŹŵšŚƯŶųŢǀƠǀĩįŚƷ

ŢºƃřŵŹřźºƣįźºţ

ƲƿźŤưĩƹƲƿźŤƄǀŝ ƥřŹŵřƲǀĮƳŚºǀƯ

ƱŚƿƺŬƄºƳřŵ ƶºƠƫƺƯŻř

įŚºƷ

šŚƯŶųŢǀƠǀĩ šŹŚºŞƗƶŝŜǀţźţƶŝ

ƽŹřŶºƸĮƳƹŢºŞŧ ŵŚƴºſř

ƹŢƯŶºųƱŚºƴǀưƏřŶºƘŝŹŵƵŚŞŤºƃřƱƹŶŝƱŚƿƺŬƄƳřŵƾƃŻƺƯō

ƶºŝƶƘūřźƯƽřźŝƱŚƿƺŬƄƳřŵƶŝƆŴƄƯšŚƗŚſƭǈƗřšŹŚŞƗ ƵŹŚŝŹŵŢŞŰƇŢƸūƵŶĪƄƳřŵ

ƽ ŶºƘŝŹŵƾºƃŻƺƯōšǈĪƄºƯ

İƯƍƺŝźƯİƿƺĮŴſŚě

Ŷƃ ƶŤƟŚƿŚŝƶŬǀŤƳƲƿř

ĨºĩƹƱŚºţįŚƷ

ŵŹřŵŢººƤŝŚƐƯƱřŹŚººƨưƷƹŹřƹŻƹĬººƳŚţƹƮǀººƫ

ƱŚººţ Ĩººĩƹ

šŚƯŶųŢǀƠǀĩ İƃŻƺƯō

ŹƺěŚĮƴſƵŚĮƄƳřŵƹŵŹŵřŹ ĨºưĩŚºŝ

ŶºƳŵźĩİſŹźŝƩřƺĩƹźſŹřżŝř

ƱōŪƿŚºŤƳ ŚºƷ ƝŚĪºƃ İºƠƴƯ Źŵ

šŚƯŶųŢǀƠǀĩ

ƲǀƴĤưƷƹŵřŵƱŚƄƳřŹ ƶºƘƫŚƐƯŪƿŚŤƳ

ƽ ƹƮǀºƫ

ƱŚŤſŹŚưǀŝšŚƯŶųŢǀƠǀƧİŝŚƿŻŹřŹŵĬƳŚţ

ƱŚƄƳŹƺěŚĮƴſƽŚƷ

ŝƶƧŵřŵ ƶ ŹƺƏ ƵźưƳƾƬƧ ƽ ƯŚºưţŹŵŢºǀƠǀƧ İ

ƶºƳŚĭŪƴºěŵŚºƘŝř

ŵƺŝƾƠƴƯŢƯŶų ŶƳ

ŢºƸūƱřŶºŝŢºſřƲºƨưƯƾŤƫŚºůƲǀƴģ

ƶŤƀººƳřƺŤƳƱŚººƴƧŹŚƧƶººƧŶººƃŚŝ ººƳŵƺŝ

ŹŚººƔŤƳřŵŹƺººƯƽŚººƷŹŚǀƘƯŶ

ƱŚƿźŤƄƯ řŹ ƢºƤŰƯ ŶºƴƴƧ çê ƹ çé ŪƿŚºŤƳ ƶºƘƫŚƐƯ ƽ ƹŹřƹŻ

ƱřŹŚĪưƷ Źŵ żĩřźƯ ƾƃŻƺƯō İƣźºƃƱŚŬƿŚŝŹŷōŹƺƳƭŚǀěƵŚĮƄƳřŵ

İŝźƛƹ źºưƳƲǀĮƳŚǀƯƶĩŵřŵƱŚƄƳ ř

š ŹŚºƔŤƳřƹħřŹŵřƝŚĪºƃ

ŻřƱŚƿƺŬƄƳřŵ ŢǀƠǀƧ

żĩřźƯšŚƯŶų ƾƃŻƺƯō

ƶƠƫƺƯƶưƷŹŵ

ŚºƷ

ŵŚƘŝřƹ ŢºǀƠǀƧ šŚƯŶºų ƾºƃŻƺƯō

ŶºƳŵƺŝİºƠƴƯ

ÏÓ ŪƿŚºŤƳ

ƶƘƫŚƐƯ ƽ ħƹŵİºƷƹƭŚºƷ ƱƺºƯřźǀěŶºƴƬƷƾƫŚºƗƁŻƺºƯōŹŵ

šřŹŚƔŤƳřšřźưƳƲǀĮƳŚǀƯƶĩŵřŵƱŚƄƳƾƃŻƺƯōšŚƯŶųŢǀƠǀĩ ƺĮŴſŚěŵŚƘŝřƽřźŝ İƿ

Ʋǀưƌţ źţǇŚºŝŽƺºưƬƯŶƘŝƹƾƫŶưƷ

ŵƺºŝƱŚƿƺĮŴſŚěħřŹŵřšřźưƳƲǀĮƳŚǀƯŻř

ŹŚºƔŤƳřƱŚƿƺŬƄºƳřŵ

řŵ Ťƃ ƖƿźſšŚƯŶųŶƴ

řŹřźţ ƿ ŵƺƃƶ ƶĩŶƴŤƃřŵŶǀĩŐţƱŚƿƺŬƄƳřŵ

ƵŶĪƄƳřŵƱřźƿŶƯ

ħŹřŶƯƹŶƴƿŚưƳĨưĩƱŚƿƺŬƄƳřŵƶŝƪǀƯŚŝŚƷ

ƱōƢŝřƺſƹ

řŹŚƷ ŶºƴƿŚưƳƒºƠůƵŚŞŤºƃřƹŚºƐųŻřƽŹŚºƗ

çå

ƲǀƴĤưƷ ŤƳ Ŭǀ ƶ ƽ źºĮƿŵ ŵřŵƱŚƄºƳƶºƘƫŚƐƯƲºƿř ƶºĩ

ƲƿźºŤưƧ

ƲǀĮƳŚǀƯ ƵźưƳ ƽ ŻřħřŹŵř ŢǀƠǀƧ

šŚƯŶų ƶŝ ŶƘŝ ƹİƿƺĮŴºſŚě

ƲƿźŤƄǀŝ ŶƘŝƶŝƱō

ƱŚƴǀưƏř İºƯƍƺºŝźƯ

ŵŚºƘŝřƹŶºƃ ƵƺºƬū

ƽ

İƫŶưƷƹƲǀưƌţŽƺưƬƯƪƯřƺƗƹįźƷŚƓ ƲǀºŝŹŵŜǀţźţƶŝ

Ʊō ŢƃřŵŹřźƣŚƷ

İƫƹ ƲǀĮƳŚǀƯ ŻřźŤưĩƲǀưƌţŽƺưƬƯƪƯřƺƗ

ƹƎſƺŤƯ ƲǀĮƳŚǀƯ ŶƘŝ ŵƺŝƎſƺŤƯŶůŹŵİƫŶưƷ

Ʋƿř ŤƳ Ŭǀ ƶ ŝŚ

(8)

ƱŚŬƳŻİĪƃżěƭƺƬƗƵŚĮƄƳřŵŹŵİƃŻƺƯōšŚƯŶųŢǀƠǀĩİŝŚƿŻŹř ˼́

ƶŤƟŚƿ ƹİƿŚƿźŞĩįƺƫŚĭįŚƷ ŹřƹŻ

ƱŚƄºƳįƺƫŚĭŵŹřŵƾƳřƺŴưƷ

ƶŞƴūƶĩŵřŵ

ƵƺºƬūƾƿƺĮŴſŚěƽŚƷ

ƾƈºŴƃƹƽźƷŚºƓįŚºƷ

ŢǀƠǀĩħřŹŵřźŝƩřƺĩƹźſŵŚƘŝřźƿŚſŻřƂǀŝŢƯŶų šŚƯŶºų

ŢƿŚƋŹƹ źǀŧŚţƱŚƿƺŬƄƳřŵ

ŵ Ţºƃř ÏÔ

ƲǀºƴĤưƷ ŽŚºſřźŝ

ƶŤƟŚƿ ƱřŹŚĪưƷƹƾƿŚƿźŞƧƂƷƹĦěįŚƷ

ŢǀƠǀƧƝŚƨƃƲƿźŤƄǀŝ

ŶºƃƵŶƷŚƄƯƾƿƺĮŴſŚěŶƘŝŹŵ

ŵŚºƘŝřŜºǀţźţƶºŝƱōŻřžºě

ƹƾƫŶưƷƲǀưƌţ

ŹŵƝŚƨºƃƲƿźºŤưƧƹŶƴŤƟźĭŹřźƣŽƺưƬƯ

ŝŢƯŶųƱŚƴǀưƏřŶƘŝ ƶ

ŶºƯōŢſŵ

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ƶºƘƫŚƐƯ ƽ

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2- Chin K, Pun K. A proposed framework for implementation TQM in Chinese organizations. International Journal of Quality & Reliability Management. 2002; 19: 272-94.

3- Donnelly M, Wisniewski M, Dalrymple JF, Curry AC. Measuring service quality in local government:

The SERVQUAL approach. International Journal of Public Sector management. 1995; 8: 15-20.

4- Materu P. Higher Education Quality Assurance in Sub-Saharan Africa. Africa Region Human Development Department. The World Bank. 2007.

5- Nadir A. An international perspective on trends in the quality of learning achievement. UNESCO, 2009.

6- Al-Hawaj AY, Elali W. Higher Education in the Twenty-First Century: Issues and Challenges. Proceeding of The International Conference, Ahlia University, Taylor and Francis Group, London, UK, 2008.

7- Fitri H. Ilias AH, Rahida AR, Razak MZ. Service Quality and Student Satisfaction: A Case Study at Private Higher Education Institutions. International business research. 2008; 3: 163-75.

8- Sahney S, Banwet DK, Karnes S. An Integrated Framework for Quality in Education: Application of Quality Function Deployment, Interpretive Structural Modeling and Path Analysis. Total Quality Management. 2006; 17: 265-85.

9- Karydis A, Komboli M, Panis V. Expectations and perceptions of Greek patients regarding the quality of dental health care. International Journal for Quality in Health Care. 2001; 13:409-16.