أ
هﺪﮑﺸﻧاد
ﯽﻌﯿﺒﻃ ﻊﺑﺎﻨﻣ و يزروﺎﺸﮐ يروﺎﻨﻓ ي بآ ﯽﺳﺪﻨﻬﻣ ﯽﺷزﻮﻣآ هوﺮﮔ
نﺎﯾﺎﭘ ﻪﺟرد ﺖﻓﺎﯾرد ياﺮﺑ ﻪﻣﺎﻧ ﺪﺷرا ﯽﺳﺎﻨﺷرﺎﮐ ي
ﻪﺘﺷر رد يزروﺎﺸﮐ ﺖﯾﺮﯾﺪﻣ ي
:ناﻮﻨﻋ
"
هﺎﮔﺪﯾد زا ﺎﻫ ﯽﻧوﺎﻌﺗ تﺎﻣﺪﺧ ﺖﯿﻔﯿﮐ و ﯽﻋﺎﻤﺘﺟا ﻪﯾﺎﻣﺮﺳ ﻪﻄﺑار ﯽﺳرﺮﺑ ﺎﺘﺳﺮﻬﺷ يزروﺎﺸﮐ ﺪﯿﻟﻮﺗ يﺎﻫ ﯽﻧوﺎﻌﺗ يدرﻮﻣ ﻪﻌﻟﺎﻄﻣ)ﺎﻀﻋا (ﻞﯿﺑدرا ن
"
دﺎﺘﺳا ﺎﻤﻨﻫار :
يﺮﻗﺎﺑ ﺮﻐﺻا ﺮﺘﮐد
دﺎﺘﺳا روﺎﺸﻣ :
يدﺎﺑآﺮﺼﻧ هدازﺪﻤﺤﻣ زﺎﻨﻬﻣ
ﺮﮕﺸﻫوﮋﭘ :
ﯽﻣﺎﻣاﺮﯿﻧ
نﺎﺘﺴﺑﺎﺗ 1394
ب
مﺎﻧ ﯽﮔداﻮﻧﺎﺧ ﻮﺠﺸﻧاد
ﯽﻣﺎﻣا : مﺎﻧ
ﺮﯿﻧ :
ناﻮﻨﻋ نﺎﯾﺎﭘ ﻪﻣﺎﻧ :
"
ﺎﻤﺘﺟا ﻪﯾﺎﻣﺮﺳ ﻪﻄﺑار ﯽﺳرﺮﺑ ﻌﻟﺎﻄﻣ)ﺎــﻀﻋا هﺎﮔﺪــﯾد زا ﺎــﻫ ﯽﻧوﺎــﻌﺗ تﺎﻣﺪﺧ ﺖﯿﻔﯿﮐ و ﯽﻋ
ﻧوﺎــﻌﺗ يدرﻮــﻣ ﻪ ﯽ
(ﻞﯿﺑدرا نﺎﺘﺳﺮﻬﺷ يزروﺎﺸﮐ ﺪﯿﻟﻮﺗ يﺎﻫ
"
دﺎﺘﺳا ﺎﻤﻨﻫار يﺮﻗﺎﺑ ﺮﻐﺻا ﺮﺘﮐد :
دﺎﺘﺳا وﺎﺸﻣ يدﺎﺑآﺮﺼﻧ هدازﺪﻤﺤﻣ زﺎﻨﻬﻣ :ر
ﻊﻄﻘﻣ ﻠﯿﺼﺤﺗ ﺪﺷرا ﯽﺳﺎﻨﺷرﺎﮐ:ﯽ
ﻪﺘﺷر
ﺎﺸﮐ ﺖﯾﺮﯾﺪﻣ : يزرو
ﺶﯾاﺮﮔ : هﺎﮕﺸﻧاد
ﺤﻣ : ﻖﻘ ﯽﻠﯿﺑدرا
هﺪﮑﺸﻧاد : ﯽﻌﯿﺒﻃ ﻊﺑﺎﻨﻣ و يزروﺎﺸﮐ يروﺎﻨﻓ ﺦﯾرﺎﺗ
:عﺎﻓد /3 /6 94 اﺪﻌﺗ
د ﺤﻔﺻ :تﺎ 122
هﺪﯿﮑﭼ :
ﯾا زا فﺪﻫ ﻪﻟﺎﻘﻣ ﻦ
"
ﺎﻀﻋا هﺎﮔﺪﯾد زا ﺎﻫ ﯽﻧوﺎﻌﺗ تﺎﻣﺪﺧ ﺖﯿﻔﯿﮐ و ﯽﻋﺎﻤﺘﺟا ﻪﯾﺎﻣﺮﺳ ﻪﻄﺑار ﯽﺳرﺮﺑ ء
"
ﯽﻣ ﺑ ﺪﺷﺎ . ﻦﯾا
ﯽﻣ ﯽﻌﻄﻘﻣ ﻪﻌﻟﺎﻄﻣ ﮏﯾ ﺶﻫوﮋﭘ ﻪﻌﻣﺎﺟ .ﺖﺳا ﯽﺸﯾﺎﻤﯿﭘ ﯽﻔﯿﺻﻮﺗ عﻮﻧ زا و يدﺮﺑرﺎﮐ فﺪﻫ ﺮﻈﻧ زا ﻪﮐ ﺪﺷﺎﺑ
آ ﮐ يرﺎﻣ ﻪﯿﻠ
ﯽﻧوﺎﻌﺗ داﺪﻌﺗ ﻪﺑ يزروﺎﺸﮐ ﺪﯿﻟﻮﺗ يﺎﻫ هدﻮﺑ ﻞﯿﺑدرا نﺎﺘﺳﺮﻬﺷ رد ﺮﻔﻧ2009
ا ﻪﻧﻮﻤﻧ .ﺪﻧ زا ﻞﮑﺸﺘﻣ يا يﺎﻀﻋا زا ﺮﻔﻧ180
ﯽﻧوﺎﻌﺗ ﺸﺳﺮﭘ زا هدﺎﻔﺘﺳا ﺎﺑ تﺎﻣﺪﺧ ﺖﯿﻔﯿﮐ ﻪﻨﯿﻣز رد مزﻻ تﺎﻋﻼﻃا و بﺎﺨﺘﻧا لﺎﻌﻓﺮﯿﻏ و لﺎﻌﻓ يﺎﻫ ا ﻪﻣﺎﻨ
دراﺪﻧﺎﺘﺳ
لاﻮﮐوﺮﺳ ) Servqual ﯿﻘﺤﺗ راﺰﺑا .ﺪﯾدﺮﮔ يروآدﺮﮔ دﻮﺑ هﺪﺷ ﻦﯾوﺪﺗ كاردا و تارﺎﻈﺘﻧا ﺶﺨﺑ ود رد ﻪﮐ (
ﯿﻣز رد ﻖ ﻪﻨ
ﯿﻧ ﯽﻋﺎﻤﺘﺟا ﻪﯾﺎﻣﺮﺳ ﻪﺘﺧﺎﺳ ﻖﻘﺤﻣ ﻪﻣﺎﻨﺸﺳﺮﭘ ﺰ
ﯽﻣ ار ﻪﻌﻟﺎﻄﻣ ﮏﯾ ﻪﻣﺎﻨﺸﺳﺮﭘ ﯽﯾﺎﯾﺎﭘ ﺶﺠﻨﺳ ياﺮﺑ .ﺪﺷﺎﺑ ﺎﺑ ﺎﻤﻨﻫ
ﮐ ﮏﻤ 30
خﺎﺒﻧوﺮﮐ يﺎﻔﻟآ ﺐﯾﺮﺿ زا هدﺎﻔﺘﺳا ﺎﺑ نآ ﯽﯾﺎﯾﺎﭘ و ،ﯽﯾاﻮﺘﺤﻣ شور ﻪﺑ نآ رﺎﺒﺘﻋا ﻪﮐ ﺪﺷ مﺎﺠﻧا ﺮﻔﻧ ﺑ
ﺖﺳد ﻪ ﺖﺳا هﺪﻣآ راﺪﻘﻣ .
ترﺎﻈﺘﻧا ياﺮﺑ ﺎﻔﻟآ /882
كاردا ياﺮﺑ و0 /912
ﺞﯾﺎﺘﻧ .ﺪﻣآ ﺖﺳد ﻪﺑ0 هوﺮﮔ ودﺮﻫ رد ﻪﮐ داد نﺎﺸﻧ
ﺗ ﺮﯿﻏ و لﺎﻌﻓ ﯽﻧوﺎﻌ
ﯽﻨﻌﻣ توﺎﻔﺗ يرﺎﻣآ ﺮﻈﻧ زا لﺎﻌﻓ ﯽﻧوﺎﻌﺗ يﺎﻀﻋا تﺎﮐاردا و تارﺎﻈﺘﻧا ﻦﯿﺑ يراد
ﭘ دﺎﻌﺑا ﺚﯿﺣ زا ﺎﻫ ﻪﻧﺎﮕﺠﻨ
ﻣ اﻮﮐوﺮﺳ لﺪ ل
ﻪﺑ .دراد دﻮﺟو ﯽﻧوﺎﻌﺗ رد تﺎﻣﺪﺧ ﺖﯿﻔﯿﮐ ﻒﻠﺘﺨﻣ دﺎﻌﺑا رد ﯽﻠﮐرﻮﻃ
ا ﻦﯿﺑ ﻞﯿﺑدرا نﺎﺘﺳﺮﻬﺷ لﺎﻌﻓ يﺎﻫ تارﺎﻈﺘﻧ
يﺎﻀﻋا
ﻧوﺎﻌﺗ ﯽ نآ كاردا و ﺎﻫ ﯽﻨﻌﻣ توﺎﻔﺗ ﺎﻫ
ﯽﻧوﺎﻌﺗ رد تارﺎﻈﺘﻧا هﺮﻤﻧ .دراد دﻮﺟو يراد لﺎﻌﻓ يﺎﻫ
/56 وﺎﻌﺗ رد و 29 ﯽﻧ يﺎﻫ
لﺎﻌﻓﺮﯿﻏ /68 ﯽﻧوﺎﻌﺗ رد كاردا هﺮﻤﻧ و29 لﺎﻌﻓ يﺎﻫ
/02 ﯽﻧوﺎﻌﺗ رد و28 لﺎﻌﻓﺮﯿﻏ يﺎﻫ
/85 ﯽﻣ11 ﺪﺷﺎﺑ ﻪﺘﻓﺎﯾ ﻦﯿﻨﭽﻤﻫ . -
ﯽﻧوﺎﻌﺗ هوﺮﮔ ود ﺮﻫ رد ﻪﮐ ﺖﺳا نآ زا ﯽﮐﺎﺣ ﻖﯿﻘﺤﺗ يﺎﻫ ﺎﻫ
ﺟا دﺎﻤﺘﻋا ﻪﺑ طﻮﺑﺮﻣ ﻦﯿﮕﻧﺎﯿﻣ ﻦﯾﺮﺗﻻﺎﺑ و ﯽﻋﺎﻤﺘ
ﻦﯾﺮﺘﻤﮐ
ﯽﻣ ﯽﻋﺎﻤﺘﺟا ﯽﻫﺎﮔآ ﻪﺑ طﻮﺑﺮﻣ ﻦﯿﮕﻧﺎﯿﻣ ﯽﻧوﺎﻌﺗ ﻦﯿﺑ يرادﺎﻨﻌﻣ فﻼﺘﺧا ﻦﯿﻨﭽﻤﻫ .ﺪﺷﺎﺑ
ﯿﻏ و لﺎﻌﻓ يﺎﻫ لﺎﻌﻓ ﺮ
د طﺎﺒﺗرا ر ﺑ ﺎ
ﻪﻔﻟﻮﻣ مﺎﻤﺗ ﯽﻧوﺎﻌﺗ ﻪﮐ يرﻮﻃ ﻪﺑ دراد دﻮﺟو ﯽﻋﺎﻤﺘﺟا ﻪﯾﺎﻣﺮﺳ يﺎﻫ
ﯽﻧوﺎﻌﺗ ﻪﺑ ﺖﺒﺴﻧ لﺎﻌﻓ يﺎﻫ ﯿﻏ يﺎﻫ
لﺎﻌﻓ ﺮ ﺳ ﺎﻣﺮ ﻪﯾ
.ﺪﻧراد يﺮﺗﻻﺎﺑ ﯽﻋﺎﻤﺘﺟا
ﺪﯿﻠﮐ هژاو ﺎﻫ : ﯽﻧوﺎﻌﺗ ،تﺎﻣﺪﺧ ﺖﯿﻔﯿﮐ ﻪﯾﺎﻣﺮﺳ ،لاﻮﮐوﺮﺳ لﺪﻣ ،تارﺎﻈﺘﻧا ،تﺎﮐاردا،يزروﺎﺸﮐ ﺪﯿﻟﻮﺗ يﺎﻫ
ا ﯽﻋﺎﻤﺘﺟ .
أ
ﺐﻟﺎﻄﻣ ﺖﺳﺮﻬﻓ
ﺐﻟﺎﻄﻣ ناﻮﻨﻋ و هرﺎﻤﺷ
ﻪﺤﻔﺻ
ﺶﻫوﮋﭘ تﺎﯿﻠﮐ :لوا ﻞﺼﻓ
1 - 1 نﺎﯿﺑ - ...ﻪﻟﺄﺴﻣ ...
...
...
...
...
...
...
. ...
....
..
....
1
2 - 1
ﺶﻫوﮋﭘ تروﺮﺿ و ﺖﯿﻤﻫا -
...
...
...
...
...
...
...
..
....
4
3 - 1 ﺶﻫوﮋﭘ فاﺪﻫا - ...
...
...
...
...
...
...
..
8
4 - 1 ﺶﻫوﮋﭘ تﺎﯿﺿﺮﻓ - ...
...
..
...
...
...
....
...
...
..
8
5 - 1 ﺶﻫوﮋﭘ تﻻاﻮﺳ - ...
..
...
..
....
9
6 - 1 نﺎﮔژاو ﻒﯾﺮﻌﺗ - ...
...
. ....
...
...
...
9
ﺶﻫوﮋﭘ يﺮﻈﻧ ﯽﻧﺎﺒﻣ :مود ﻞﺼﻓ
2-1 - ...ﻪﻣﺪﻘﻣ ...
...
..
11
–2 :2 ...ﯽﻧوﺎﻌﺗ ...
...
...
12
–2 -2 مﻮﻬﻔﻣ :1
...ﯽﻧوﺎﻌﺗ ...
...
...
12
–2 - 2 ﻪﭽﺨﯾرﺎﺗ :2
...ﯽﻧوﺎﻌﺗ ..
...
..
...
13
–2 ﯽﻧوﺎﻌﺗ :3 ...ﺪﯿﻟﻮﺗ ...
...
16
ب
–2 –3 ﯽﻧوﺎﻌﺗ ﻒﯾﺮﻌﺗ :1
...ﺪﯿﻟﻮﺗ ...
...
...
16
–2 –3 ﻞﮑﺷ ﺪﻧور :2 ﺖﮐﺮﺷ يﺮﯿﮔ
زا ﻞﺒﻗ ناﺮﯾا رد ﯽﯾﺎﺘﺳور ﺪﯿﻟﻮﺗ ﯽﻧوﺎﻌﺗ يﺎﻫ
..بﻼﻘﻧا ...
...
16
–2 –3 ﺖﮐﺮﺷ :3 ﺪﯿﻟﻮﺗ ﯽﻧوﺎﻌﺗ يﺎﻫ زا ﺪﻌﺑ ناﺮﯾا رد ﯽﯾﺎﺘﺳور
...بﻼﻘﻧا ...
....
17
–2 –3 ﻢﻬﻣ :4 ﻞﮑﺷ ﻞﯾﻻد ﻦﯾﺮﺗ ﺖﮐﺮﺷ يﺮﯿﮔ
ﯽﻧوﺎﻌﺗ يﺎﻫ
...ﺪﯿﻟﻮﺗ ...
...
19
–2 –3 ﺷ يﺎﯾاﺰﻣ :5 ﺖﮐﺮ
ﯽﻧوﺎﻌﺗ يﺎﻫ
...ﺪﯿﻟﻮﺗ ...
....
19
–2 ﺖﯿﻔﯿﮐ :4 ...تﺎﻣﺪﺧ ...
...
..
...
...
20
- 2 –4 :1
ﻔﻣ ﻢﯿﻫﺎ ...
...
. ...
...
20
–2 –4 ﺖﯿﻔﯿﮐ ﻪﺑ ﻪﺟﻮﺗ ﻞﯾﻻد :2
...تﺎﻣﺪﺧ ...
...
..
..
...
22
–2 ﻪﯾﺎﻣﺮﺳ :5 ...ﯽﻋﺎﻤﺘﺟا ...
...
..
..
24
–2 –5 ﻪﯾﺎﻣﺮﺳ مﻮﻬﻔﻣ ﺶﯾاﺪﯿﭘ:1
...ﯽﻋﺎﻤﺘﺟا ...
..
....
...
....
24
–2 –5 ﻪﯾﺎﻣﺮﺳ مﻮﻬﻔﻣ :2
...ﯽﻋﺎﻤﺘﺟا ....
...
...
..
...
25
ج
–2 –5 ﻪﯾﺎﻣﺮﺳ دﺎﻌﺑا و حﻮﻄﺳ :3
...ﯽﻋﺎﻤﺘﺟا ...
...
27
–2 –5 ﻪﯾﺎﻣﺮﺳ هرﺎﺑرد ﯽﯾﺎﻫ هﺎﮔﺪﯾد :4
...ﯽﻋﺎﻤﺘﺟا ...
...
...
27
–2 –5 نﺎﻣزﺎﺳ رد ﯽﻋﺎﻤﺘﺟا ﻪﯾﺎﻣﺮﺳ يﺎﻫ ﻪﻔﻟﻮﻣ :5
...ﺎﻫ ...
...
27
–2 –5 ﯽﮔﮋﯾو :6 ﻪﯾﺎﻣﺮﺳ يﺎﻫ
...ﯽﻋﺎﻤﺘﺟا ...
...
28
–2 ﻪﻨﯿﺸﯿﭘ :6 ي
...ﺶﻫوﮋﭘ ...
...
...
29
–2 –6 ﺖﯿﻔﯿﮐ ﻪﻨﯿﻣز رد هﺪﺷ مﺎﺠﻧا تﺎﻘﯿﻘﺤﺗ :1
...تﺎﻣﺪﺧ ...
...
29
–2 -6 ﻪﯾﺎﻣﺮﺳ ﻪﻨﯿﻣز رد هﺪﺷ مﺎﺠﻧا تﺎﻘﯿﻘﺤﺗ :2
...ﯽﻋﺎﻤﺘﺟا ...
...
...
33
–2 –6 ﯽﻧوﺎﻌﺗ ﻪﻨﯿﻣز رد هﺪﺷ مﺎﺠﻧا تﺎﻘﯿﻘﺤﺗ :3 يﺎﻫ
...ﺪﯿﻟﻮﺗ ...
. ...
. ...
37
–2 يﺮﻈﻧ بﻮﭼرﺎﭼ :7
ﻖﯿﻘﺤﺗ ...
...
...
...
41
–2 ﯽﻣﻮﻬﻔﻣ لﺪﻣ :8
ﻖﯿﻘﺤﺗ ...
...
...
...
44
شور و داﻮﻣ :مﻮﺳ ﻞﺼﻓ ﺎﻫ
د
3-1 - ...ﻪﻣﺪﻘﻣ ...
...
...
45
- 3 شور :2 ...ﻖﯿﻘﺤﺗ ...
...
...
45
- 3 يﺎﻫﺮﯿﻐﺘﻣ :3 ...ﻖﯿﻘﺤﺗ ...
...
...
48
–3 ﻪﻌﻣﺎﺟ :4 ...يرﺎﻣآ ...
...
48
–3 ﻪﻧﻮﻤﻧ :5 ...يرﺎﻣآ ...
...
...
49
3-6 ﻪﻧﻮﻤﻧ : هزاﺪﻧا ﻦﯿﯿﻌﺗ شور و ﻪﻧﻮﻤﻧ ﻢﺠﺣ ،يﺮﯿﮔ
...ﻪﻧﻮﻤﻧ ...
...
49
3-7 اﺰﺑا و شور : يروآدﺮﮔ ر
...تﺎﻋﻼﻃا ...
. ...
...
50
–3 ﯽﯾاور :8 ...ﻪﻣﺎﻨﺸﺳﺮﭘ ...
...
...
52
–3 ﯽﯾﺎﯾﺎﭘ:9 ...ﻪﻣﺎﻨﺸﺳﺮﭘ ...
. ...
...
53
–3 شور :10 يﺎﻫ
...يرﺎﻣآ ...
...
...
54
ﺶﻫوﮋﭘ يﺎﻫ ﻪﺘﻓﺎﯾ و ﺞﯾﺎﺘﻧ :مرﺎﻬﭼ ﻞﺼﻓ
ه
–4 :1 ...ﻪﻣﺪﻘﻣ ...
...
...
56
–4 ﺞﯾﺎﺘﻧ :لوا ﺶﺨﺑ :2 ...ﯽﻔﯿﺻﻮﺗ ...
...
56
–4 –2 ﯽﮔﮋﯾو:1 ﺖﯿﻌﻤﺟ يﺎﻫ -
ﯽﺘﺧﺎﻨﺷ ...
...
...
56
4 – -2 ﺖﯾﺎﺿر :2 ﯽﻧوﺎﻌﺗ يﺎﻀﻋا يﺪﻨﻣ تﺎﻣﺪﺧ زا ﺎﻫ
ﻪﺋارا
...هﺪﺷ ...
57
4 – 2 – ﺖﯾﺎﺿر ﻪﺴﯾﺎﻘﻣ :3 ﯽﻧوﺎﻌﺗ هوﺮﮔ ود رد ﺎﻀﻋا يﺪﻨﻣ
و لﺎﻌﻓ يﺎﻫ
لﺎﻌﻓﺮﯿﻏ ...
...
58
4 – -2 ﯽﻧوﺎﻌﺗ تﺎﻣﺪﺧ ﺖﯿﻔﯿﮐ زا ﯽﻧوﺎﻌﺗ يﺎﻀﻋا تارﺎﻈﺘﻧا :4 -
....ﺎﻫ ...
...
58
4 – 2 – -4 ﯽﻧوﺎﻌﺗ تﺎﺳﻮﻤﻠﻣ ﺪﻌﺑ زا ﯽﻧوﺎﻌﺗ يﺎﻀﻋا رﺎﻈﺘﻧا :1 -
...
...
...
59
4 – 2 – -4 ﺖﯿﻠﺑﺎﻗ ﺪﻌﺑ زا ﯽﻧوﺎﻌﺗ يﺎﻀﻋا تارﺎﻈﺘﻧا :2
ﻤﺘﻋا ...دﺎ ...
...
60
4 – 2 – -4 ﯽﻧوﺎﻌﺗ يﺎﻀﻋا تارﺎﻈﺘﻧا :3 ﺪﻌﺑ زا ﺎﻫ
...ﯽﯾﻮﮕﺨﺳﺎﭘ ...
...
61
4 – 2 – -4 ﯽﻧوﺎﻌﺗ يﺎﻀﻋا تارﺎﻈﺘﻧا :4 ﺪﻌﺑ زا ﺎﻫ
ﻨﯿﻤﻃا ...نﺎ ...
...
62
4 – 2 – -4 ﺪﻌﺑ زا ﯽﻧوﺎﻌﺗ يﺎﻀﻋا تارﺎﻈﺘﻧا :5
...ﯽﻟﺪﻤﻫ ...
...
63
و
4 – -2 ﯽﻧوﺎﻌﺗ تﺎﻣﺪﺧ ﺖﯿﻔﯿﮐ زا ﯽﻧوﺎﻌﺗ يﺎﻀﻋا تﺎﮐاردا :5 -
...ﺎﻫ ...
...
...
64
4 – 2 – -5 ﺪﻌﺑ زا ﯽﻧوﺎﻌﺗ يﺎﻀﻋا كاردا :1
...تﺎﺳﻮﻤﻠﻣ ...
...
65
4 – 2 – - 5 ﯿﻠﺑﺎﻗ ﺪﻌﺑ زا ﯽﻧوﺎﻌﺗ يﺎﻀﻋا كاردا :2 ﺖ
...دﺎﻤﺘﻋا ....
...
66
4 – 2 – -5 ﺪﻌﺑ زا ﯽﻧوﺎﻌﺗ يﺎﻀﻋا كاردا :3
..ﯽﯾﻮﮕﺨﺳﺎﭘ ...
...
66
4 – 2 – - 5 كاردا :4 نﺎﻨﯿﻤﻃا ﺪﻌﺑ زا ﯽﻧوﺎﻌﺗ يﺎﻀﻋا
...ﯽﻧوﺎﻌﺗ 67
4 – 2 – -5 ﯽﻟﺪﻤﻫ ﺪﻌﺑ زا ﯽﻧوﺎﻌﺗ يﺎﻀﻋا كاردا :5
...ﯽﻧوﺎﻌﺗ ...
...
68
4 – -2 ﯽﻧوﺎﻌﺗ يﺎﻀﻋا ﺮﻈﻧ رﺎﻬﻇا :6 ﻪﯾﺎﻣﺮﺳ دﺎﻌﺑا درﻮﻣ رد ﺎﻫ
...ﯽﻋﺎﻤﺘﺟا ...
...
69
4 – 2 – -6 ﻢﯿﻤﻌﺗ دﺎﻤﺘﻋا درﻮﻣ رد ﯽﻧوﺎﻌﺗ يﺎﻀﻋا ﺮﻈﻧ رﺎﻬﻇا :1
...ﻪﺘﻓﺎﯾ ....
. ...
70
4 – 2 – -6 ﻦﯿﺑ دﺎﻤﺘﻋا درﻮﻣرد ﯽﻧوﺎﻌﺗ يﺎﻀﻋا ﺮﻈﻧ رﺎﻬﻇا :2
...ﯽﺼﺨﺷ ...
...
71
4 – 2 – -6 ﯽﻧوﺎﻌﺗ يﺎﻀﻋا ﺮﻈﻧ رﺎﻬﻇا :3 ﻪﺑ دﺎﻤﺘﻋا درﻮﻣ رد يﺎﻫ
...ﺎﻫدﺎﻬﻧ ...
...
...
72
4 – 2 – -6 ﯽﻧوﺎﻌﺗ يﺎﻀﻋا ﺮﻈﻧ رﺎﻬﻇا :4 ﺖﮐرﺎﺸﻣ درﻮﻣ رد ﺎﻫ
...ﯽﻤﺳرﺮﯿﻏ ...
...
...
73
ز
4 – 2 – -6 ﯽﻧوﺎﻌﺗ يﺎﻀﻋا ﺮﻈﻧ رﺎﻬﻇا :5 ﺖﮐرﺎﺸﻣ درﻮﻣ رد ﺎﻫ
...ﯽﻤﺳر ...
...
...
74
4 – 2 – -6 و مﺎﺠﺴﻧا ﺪﻌﺑ درﻮﻣ رد ﯽﻧوﺎﻌﺗ يﺎﻀﻋا ﺮﻈﻧ رﺎﻬﻇا :6
...ﯽﮕﺘﺴﺒﻤﻫ ...
...
...
75
4 – 2 – -6 ﯽﻫﺎﮔآ ﺪﻌﺑ درﻮﻣ رد ﯽﻧوﺎﻌﺗ يﺎﻀﻋا ﺮﻈﻧ رﺎﻬﻇا :7
....ﯽﻋﺎﻤﺘﺟا ...
...
....
....
...
76
4 – ﻞﯿﻠﺤﺗ :3 ...ﯽﻃﺎﺒﻨﺘﺳا ...
...
77
4 – -3 ﯽﻧوﺎﻌﺗ يﺎﻀﻋا تارﺎﻈﺘﻧا و كاردا ﻪﺴﯾﺎﻘﻣ :1 -
...ﺎﻫ ...
...
...
...
...
78
4 – 3 – 1 – -1 ﯽﻧوﺎﻌﺗ هوﺮﮔ ود تﺎﺳﻮﻤﻠﻣ ﺪﻌﺑ تارﺎﻈﺘﻧا و كاردا تاﺮﻤﻧ ﻦﯿﮕﻧﺎﯿﻣ -
ﺎﻫ ...
..
...
78
4 – 3 – 1 – -2 ﯿﻠﺑﺎﻗ ﺪﻌﺑ تارﺎﻈﺘﻧا و كاردا تاﺮﻤﻧ ﻦﯿﮕﻧﺎﯿﻣ ﯽﻧوﺎﻌﺗ هوﺮﮔ ود دﺎﻤﺘﻋا ﺖ
-
.ﺎﻫ ...
...
79
4 – 3 – 1 – -3 ﯽﻧوﺎﻌﺗ هوﺮﮔ ود ﯽﯾﻮﮕﺨﺳﺎﭘ ﺪﻌﺑ تارﺎﻈﺘﻧا و كاردا تاﺮﻤﻧ ﻦﯿﮕﻧﺎﯿﻣ -
...ﺎﻫ ..
...
79
4 – 3 – 1 – -4 ﻌﺗ هوﺮﮔ ود نﺎﻨﯿﻤﻃا ﺪﻌﺑ تارﺎﻈﺘﻧا و كاردا تاﺮﻤﻧ ﻦﯿﮕﻧﺎﯿﻣ ﯽﻧوﺎ
-
...ﺎﻫ ...
...
80
4 – 3 – 1 – -5 ﯽﻧوﺎﻌﺗ هوﺮﮔ ود ﯽﻟﺪﻤﻫ ﺪﻌﺑ تارﺎﻈﺘﻧا و كاردا تاﺮﻤﻧ ﻦﯿﮕﻧﺎﯿﻣ -
...ﺎﻫ ...
...
81
4 – 3 – ﯽﻧوﺎﻌﺗ يﺎﻀﻋا تﺎﮐاردا و تارﺎﻈﺘﻧا ﻦﯿﮕﻧﺎﯿﻣ ﻪﺴﯾﺎﻘﻣ :2 ﺎﮕﺠﻨﭘ دﺎﻌﺑا زا ﺎﻫ
ﺖﯿﻔﯿﮐ ﻪﻧ
:تﺎﻣﺪﺧ ...
...
82
ح
4 – 3 – ﯽﻧوﺎﻌﺗ هوﺮﮔ ود ﻦﯿﺑ تارﺎﻈﺘﻧا ﻦﯿﮕﻧﺎﯿﻣ ﻪﺴﯾﺎﻘﻣ :3 ﺮﯿﻏ و لﺎﻌﻓ يﺎﻫ
...لﺎﻌﻓ ..
...
83
4 – 3 – ﯽﻧوﺎﻌﺗ يﺎﻀﻋا هﺎﮔﺪﯾد زا كاردا ﻦﯿﮕﻧﺎﯿﻣ ﻪﺴﯾﺎﻘﻣ :4 و لﺎﻌﻓ يﺎﻫ
...لﺎﻌﻓﺮﯿﻏ ...
...
...
83
4 – -3 ﯽﻧوﺎﻌﺗ رد ﯽﻋﺎﻤﺘﺟا ﻪﯾﺎﻣﺮﺳ ﺖﯿﻌﺿو ﻪﺴﯾﺎﻘﻣ :2 و لﺎﻌﻓ يﺎﻫ
...لﺎﻌﻓﺮﯿﻏ ...
...
...
84
4 – 3 – ﺖﯿﻌﺿو و ﺖﯿﺴﻨﺟ ﺐﺴﺣﺮﺑ داﺮﻓا ﯽﻋﺎﻤﺘﺟا ﻪﯾﺎﻣﺮﺳ ﻦﯿﮕﻧﺎﯿﻣ :6
:ﻞﻫﺄﺗ ...
...
...
84
4 – 3 – ﺢﻄﺳ و ﺖﯾﻮﻀﻋ ﻪﻘﺑﺎﺳ ﺐﺴﺣﺮﺑ ﯽﻋﺎﻤﺘﺟا ﻪﯾﺎﻣﺮﺳ ﻦﯿﮕﻧﺎﯿﻣ ﻪﺴﯾﺎﻘﻣ :7
:تﻼﯿﺼﺤﺗ ...
...
85
4 – 3 – ﻪﻔﻟﻮﻣ ﻦﯿﮕﻧﺎﯿﻣ فﻼﺘﺧا :8 ﺮﯿﻏ و لﺎﻌﻓ ﯽﻧوﺎﻌﺗ هوﺮﮔ ود ﻦﯿﺑ ﯽﻋﺎﻤﺘﺟا ﻪﯾﺎﻣﺮﺳ يﺎﻫ
...:لﺎﻌﻓ .
...
...
87
4 – -3 ﺖﯿﻔﯿﮐ ﯽﻠﺻا دﺎﻌﺑا و ﯽﻋﺎﻤﺘﺟا ﻪﯾﺎﻣﺮﺳ ﯽﻠﺻا دﺎﻌﺑا ﻦﯿﺑ ﯽﮕﺘﺴﺒﻤﻫ :9
...تﺎﻣﺪﺧ ...
...
...
87
4 – 3 – تﻻدﺎﻌﻣ لﺪﻣ :10
...:يرﺎﺘﺧﺎﺳ ...
...
...
89
4 – 3 – 10 – ﯽﮕﺘﺴﺒﻤﻫ :1 رﺎﻈﺘﻧا و كاردا دﺎﻌﺑا
ﺎﺑ ﯽﻋﺎﻤﺘﺟا ﻪﯾﺎﻣﺮﺳ
...:ﯽﻋﺎﻤﺘﺟا ...
...
89
4 – 3 – 10 – ﯽﺳرﺮﺑ :2 ﻪﻄﺑار هﺮﯿﻐﺘﻣﺪﻨﭼ رﺎﻈﺘﻧا و كاردا
ﺎﺑ ﻪﯾﺎﻣﺮﺳ
...:ﯽﻋﺎﻤﺘﺟا ...
...
...
90
4 – 3 – 10 – ﻪﯾﺎﻣﺮﺳ ﺮﺑ رﺎﻈﺘﻧا و كاردا دراﺪﻧﺎﺘﺳا ﺮﯿﻏ و دراﺪﻧﺎﺘﺳا نﻮﯿﺳﺮﮔر ﺐﯾاﺮﺿ :3
...:ﯽﻋﺎﻤﺘﺟا .
...
91
ط
4 – 3 – 10 – ﺐﯾاﺮﺿ :4 نﻮﯿﺳﺮﮔر
دراﺪﻧﺎﺘﺳا ﺮﺑ ﮏﯿﻓاﺮﮔﻮﻣد يﺎﻫ ﻪﻔﻟﻮﻣ
ﻪﯾﺎﻣﺮﺳ
:ﯽﻋﺎﻤﺘﺟا ...
...
92
4 – 3 – 10 – ﺮﺛا :5 ﮏﯿﻓاﺮﮔﻮﻣد يﺎﻫ ﻪﻔﻟﻮﻣ ﺮﺑ
رﺎﻈﺘﻧا و كاردا ﻪﻔﻟﻮﻣ زا
ﻖﯾﺮﻃ ﻞﯿﻠﺤﺗ
:ﺮﯿﺴﻣ ...
...
92 ﻪﺠﯿﺘﻧ :ﻢﺠﻨﭘ ﻞﺼﻓ
ﺚﺤﺑ و يﺮﯿﮔ
–5 :1
ﻪﻣﺪﻘﻣ ...
...
...
...
...
94
–5 ﻪﺘﻓﺎﯾ :2 يﺎﻫ
...ﯽﻔﯿﺻﻮﺗ ...
..
...
...
94
–5 ﻮﻣزآ و تﺎﯿﺿﺮﻓ ﺞﯾﺎﺘﻧ ﯽﺳرﺮﺑ :3 ن
يﺎﻫ
...يرﺎﻣآ ...
...
...
94
–5 ﻪﺘﻓﺎﯾ ﯽﺳرﺮﺑ :4 يﺎﻫ
...ﻖﯿﻘﺤﺗ ...
...
....
...
95
–5 –4 ﯽﻧوﺎﻌﺗ يﺎﻀﻋا كاردا و تارﺎﻈﺘﻧا ﺢﻄﺳ :1 -
...ﺎﻫ ...
...
....
...
95
–5 –4 ﯽﻧوﺎﻌﺗ يﺎﻀﻋا كاردا و تارﺎﻈﺘﻧا ﻦﯿﺑ فﺎﮑﺷ ناﺰﯿﻣ :2 ﺖﯿﻔﯿﮐ ﻪﻧﺎﮕﺠﻨﭘ دﺎﻌﺑا زا ﺎﻫ
.تﺎﻣﺪﺧ ...
...
...
....
97
–5 -4 ﻪﯿﺿﺮﻓ نﻮﻣزآ :3 يﺎﻫ
...ﺶﻫوﮋﭘ ...
...
...
...
99
–5 –4 تﻻاﻮﺳ :4
...ﻖﯿﻘﺤﺗ ...
...
...
103
ي
–5 ﻪﺠﯿﺘﻧ :5 و يﺮﯿﮔ
...تادﺎﻬﻨﺸﯿﭘ ...
...
105
–5 -5 تادﺎﻬﻨﺸﯿﭘ :1
ﺮﺑرﺎﮐ ...يد ...
...
105
–5 –5 ﻦﯿﻘﻘﺤﻣ ياﺮﺑ دﺎﻬﻨﺸﯿﭘ :2
...هﺪﻨﯾآ ...
...
...
107
و ﻊﺑﺎﻨﻣ ﺖﺳﺮﻬﻓ ...ﺬﺧﺂﻣ ...
...
108
لوﺪﺟ ﺖﺳﺮﻬﻓ
ﺎﻫ
لوﺪﺟ ناﻮﻨﻋ و هرﺎﻤﺷ
ﺻ ﻪﺤﻔ
) لوﺪﺟ - 2
ﯽﻧوﺎﻌﺗ داﺪﻌﺗ (1 هﺎﻣ دادﺮﺧ نﺎﯾﺎﭘ ﺎﺗ ﺪﯿﻟﻮﺗ يﺎﻫ
...1391 ...
...
18
) لوﺪﺟ - 2
لﺪﻣ ﻪﺻﻼﺧ (2 هزاﺪﻧا يﺎﻫ
...تﺎﻣﺪﺧ ﺖﯿﻔﯿﮐ يﺮﯿﮔ ...
...
...
24 ) لوﺪﺟ - 2
ناﺪﻨﻤﺸﯾﺪﻧا زا ﯽﻋﺎﻤﺘﺟا ﻪﯾﺎﻣﺮﺳ ﻒﯾرﺎﻌﺗ (3
...ﻒﻠﺘﺨﻣ ...
...
26
)لوﺪﺟ –2
ﻪﺻﻼﺧ (4 ...نارﺎﮑﻤﻫ و عراز ﺶﻫوﮋﭘ ﺮﺑ ﯽﻨﺘﺒﻣ تﺎﻘﯿﻘﺤﺗ زا يا ...
...
..
...
33 )لوﺪﺟ -2
ﺶﻫوﮋﭘ :(5 ﻪﯾﺎﻣﺮﺳ ﻪﻨﯿﻣز رد هﺪﺷ مﺎﺠﻧا يﺎﻫ
...ﯽﻋﺎﻤﺘﺟا ...
...
37
ك
)لوﺪﺟ -2
يﺎﻫ ﯽﻧوﺎﻌﺗ ﻪﻨﯿﻣز رد هﺪﺷ مﺎﺠﻧا تﺎﻘﯿﻘﺤﺗ (6
...ﺪﯿﻟﻮﺗ ...
...
...
40
) لوﺪﺟ – 3
ﯽﻧوﺎﻌﺗ ﻊﯾزﻮﺗ (1 نﺎﺘﺳا ﺪﯿﻟﻮﺗ يﺎﻫ
...ﻞﯿﺑدرا ...
...
49
) لوﺪﺟ – 3
ﻪﻧﻮﻤﻧ داﺪﻌﺗ (2 ﻧوﺎﻌﺗ يﺎﻀﻋا زا يﺮﯿﮔ
ﯽ نﺎﺘﺳﺮﻬﺷ يزروﺎﺸﮐ ﺪﯿﻟﻮﺗ يﺎﻫ
ﻞﯿﺑدرا ...
...
...
50
) لوﺪﺟ 3-3 ﻪﻣﺎﻨﺸﺳﺮﭘ ﯽﯾﺎﯾﺎﭘ ﺶﺠﻨﺳ ياﺮﺑ خﺎﺒﻧوﺮﮐ يﺎﻔﻟآ ﺮﯾدﺎﻘﻣ (
...لاﻮﮐوﺮﺳ ...
...
54
) لوﺪﺟ – 3
ﺎﻨﺸﺳﺮﭘ ﯽﯾﺎﯾﺎﭘ ﺶﺠﻨﺳ ياﺮﺑ خﺎﺒﻧوﺮﮐ يﺎﻔﻟآ ﺮﯾدﺎﻘﻣ (4 ﻪﯾﺎﻣﺮﺳ ﻪﻣ
...ﯽﻋﺎﻤﺘﺟا ...
...
54
) لوﺪﺟ - 4
ﺖﯿﻌﻤﺟ يﺎﻫﺮﯿﻐﺘﻣ ﯽﻧاواﺮﻓ ﻊﯾزﻮﺗ (1 -
...ﯽﺳﺎﻨﺷ ...
...
57
) لوﺪﺟ – 4
تﺎﻣﺪﺧ زا نﺎﯾﺮﺘﺸﻣ ﺖﯾﺎﺿر (2
...ﯽﺘﻓﺎﯾرد ...
...
...
58
)لوﺪﺟ -4
ﺖﯾﺎﺿر ﻪﺴﯾﺎﻘﻣ (3 ﯽﻧوﺎﻌﺗ يﺎﻀﻋا يﺪﻨﻣ
و لﺎﻌﻓ يﺎﻫ
...لﺎﻌﻓﺮﯿﻏ ...
...
58
) لوﺪﺟ –4
تارﺎﻈﺘﻧا ﺮﻈﻧ رﺎﻬﻇا ﯽﻧاواﺮﻓ (4 ﺪﻌﺑ درﻮﻣ رد ﯽﻧوﺎﻌﺗ يﺎﻀﻋا
...تﺎﺳﻮﻤﻠﻣ ...
...
60
) لوﺪﺟ – 4
ﺖﯿﻠﺑﺎﻗ ﺪﻌﺑ درﻮﻣ رد ﯽﻧوﺎﻌﺗ يﺎﻀﻋا تارﺎﻈﺘﻧا ﺮﻈﻧ رﺎﻬﻇا ﯽﻧاواﺮﻓ (5
...دﺎﻤﺘﻋا ...
....
61
) لوﺪﺟ – 4
ﻧوﺎﻌﺗ يﺎﻀﻋا تارﺎﻈﺘﻧا ﺮﻈﻧ رﺎﻬﻇا ﯽﻧاواﺮﻓ (6 ﺪﻌﺑ درﻮﻣ رد ﯽ
...ﯽﯾﻮﮕﺨﺳﺎﭘ ...
...
62
ل
) لوﺪﺟ – 4
ﺪﻌﺑ درﻮﻣ رد ﯽﻧوﺎﻌﺗ يﺎﻀﻋا تارﺎﻈﺘﻧا ﺮﻈﻧ رﺎﻬﻇا ﯽﻧاواﺮﻓ (7
...نﺎﻨﯿﻤﻃا ...
...
63
) لوﺪﺟ – 4
درﻮﻣ رد ﯽﻧوﺎﻌﺗ يﺎﻀﻋا تارﺎﻈﺘﻧا ﺮﻈﻧ رﺎﻬﻇا ﯽﻧاواﺮﻓ (8 ﺪﻌﺑ
...ﯽﻟﺪﻤﻫ ...
...
64
) لوﺪﺟ – 4
ﺪﻌﺑ درﻮﻣ رد ﯽﻧوﺎﻌﺗ يﺎﻀﻋا تﺎﮐاردا ﺮﻈﻧ رﺎﻬﻇا ﯽﻧاواﺮﻓ (9
...تﺎﺳﻮﻤﻠﻣ ...
...
65
) لوﺪﺟ -4
ﯿﻠﺑﺎﻗ ﺪﻌﺑ درﻮﻣ رد ﯽﻧوﺎﻌﺗ يﺎﻀﻋا تﺎﮐاردا ﺮﻈﻧ رﺎﻬﻇا ﯽﻧاواﺮﻓ (10 ﺖ
...دﺎﻤﺘﻋا ...
...
66
) لوﺪﺟ – 4
ﺪﻌﺑ درﻮﻣ رد ﯽﻧوﺎﻌﺗ يﺎﻀﻋا تﺎﮐاردا ﺮﻈﻧ رﺎﻬﻇا ﯽﻧاواﺮﻓ (11
...ﯽﯾﻮﮕﺨﺳﺎﭘ ...
...
67
) لوﺪﺟ – 4
ﺪﻌﺑ درﻮﻣ رد ﯽﻧوﺎﻌﺗ يﺎﻀﻋا تﺎﮐاردا ﺮﻈﻧ رﺎﻬﻇا ﯽﻧاواﺮﻓ (12
...نﺎﻨﯿﻤﻃا ...
...
...
68
) لوﺪﺟ – 4
ﺪﻌﺑ درﻮﻣ رد ﯽﻧوﺎﻌﺗ يﺎﻀﻋا تﺎﮐاردا ﺮﻈﻧ رﺎﻬﻇا ﯽﻧاواﺮﻓ (13
...ﯽﻟﺪﻤﻫ ...
....
69
) لوﺪﺟ – 4
ﻢﯿﻤﻌﺗ دﺎﻤﺘﻋا درﻮﻣ رد ﯽﻧوﺎﻌﺗ يﺎﻀﻋا ﺮﻈﻧ رﺎﻬﻇا ﯽﻧاواﺮﻓ (14
...ﻪﺘﻓﺎﯾ ....
...
...
71
) لوﺪﺟ – 4
ﻦﯿﺑ دﺎﻤﺘﻋا درﻮﻣ رد ﯽﻧوﺎﻌﺗ يﺎﻀﻋا ﺮﻈﻧ رﺎﻬﻇا ﯽﻧاواﺮﻓ (15
...ﯽﺼﺨﺷ ...
...
72
) لوﺪﺟ – 4
ﻪﺑ دﺎﻤﺘﻋا درﻮﻣ رد ﯽﻧوﺎﻌﺗ يﺎﻀﻋا ﺮﻈﻧ رﺎﻬﻇا ﯽﻧاواﺮﻓ (16
...ﺎﻫدﺎﻬﻧ ...
...
..
73
) لوﺪﺟ – 4
ﺮﯿﻏ ﺖﮐرﺎﺸﻣ درﻮﻣ رد ﯽﻧوﺎﻌﺗ يﺎﻀﻋا ﺮﻈﻧ رﺎﻬﻇا ﯽﻧاواﺮﻓ (17
...ﯽﻤﺳر ...
...
74
م
) لوﺪﺟ – 4
ﺖﮐرﺎﺸﻣ درﻮﻣ رد ﯽﻧوﺎﻌﺗ يﺎﻀﻋا ﺮﻈﻧ رﺎﻬﻇا ﯽﻧاواﺮﻓ (18
...ﯽﻤﺳر ...
...
...
75
) لوﺪﺟ – 4
و مﺎﺠﺴﻧا درﻮﻣ رد ﯽﻧوﺎﻌﺗ يﺎﻀﻋا ﺮﻈﻧ رﺎﻬﻇا ﯽﻧاواﺮﻓ (19
...ﯽﮕﺘﺴﺒﻤﻫ ...
. 76
) لوﺪﺟ – 4
ﯽﻫﺎﮔآ درﻮﻣ رد ﯽﻧوﺎﻌﺗ يﺎﻀﻋا ﺮﻈﻧ رﺎﻬﻇا ﯽﻧاواﺮﻓ (20
...ﯽﻋﺎﻤﺘﺟا ...
...
...
77
) لوﺪﺟ – 4
ﻪﯾﻮﮔ فﺎﮑﺷ ﻞﯿﻠﺤﺗ (21 ﯽﻧوﺎﻌﺗ يﺎﻀﻋا هﺎﮔﺪﯾد زا تﺎﺳﻮﻤﻠﻣ ﺪﻌﺑ يﺎﻫ
و لﺎﻌﻓ يﺎﻫ
..لﺎﻌﻓﺮﯿﻏ ...
...
....
. 78
)لوﺪﺟ –4
ﻪﯾﻮﮔ فﺎﮑﺷ ﻞﯿﻠﺤﺗ (22 ﯽﻧوﺎﻌﺗ يﺎﻀﻋا هﺎﮔﺪﯾد زا دﺎﻤﺘﻋا ﺖﯿﻠﺑﺎﻗ ﺪﻌﺑ يﺎﻫ
و لﺎﻌﻓ يﺎﻫ
...لﺎﻌﻓﺮﯿﻏ ..
...
...
. 79
)لوﺪﺟ –4
ﻮﮔ فﺎﮑﺷ ﻞﯿﻠﺤﺗ (23 ﻪﯾ
ﯽﻧوﺎﻌﺗ يﺎﻀﻋا هﺎﮔﺪﯾد زا ﯽﯾﻮﮕﺨﺳﺎﭘ ﺪﻌﺑ يﺎﻫ و لﺎﻌﻓ يﺎﻫ
..لﺎﻌﻓﺮﯿﻏ ...
..
....
..
80
)لوﺪﺟ –4
ﻪﯾﻮﮔ فﺎﮑﺷ ﻞﯿﻠﺤﺗ (24 ﯽﻧوﺎﻌﺗ يﺎﻀﻋا هﺎﮔﺪﯾد زا نﺎﻨﯿﻤﻃا ﺪﻌﺑ يﺎﻫ
و لﺎﻌﻓ يﺎﻫ
...لﺎﻌﻓﺮﯿﻏ ...
...
..
..
80
)لوﺪﺟ –4
ﻪﯾﻮﮔ فﺎﮑﺷ ﻞﯿﻠﺤﺗ (25 ﯽﻧوﺎﻌﺗ يﺎﻀﻋا هﺎﮔﺪﯾد زا ﯽﻟﺪﻤﻫ ﺪﻌﺑ يﺎﻫ
و لﺎﻌﻓ يﺎﻫ
...لﺎﻌﻓﺮﯿﻏ ...
...
....
...
81
)لوﺪﺟ –4
ﯽﻧوﺎﻌﺗ يﺎﻀﻋا هﺎﮔﺪﯾد زا تﺎﻣﺪﺧ ﺖﯿﻔﯿﮐ ﻪﻧﺎﮕﺠﻨﭘ دﺎﻌﺑا فﺎﮑﺷ ﻞﯿﻠﺤﺗ (26 و لﺎﻌﻓ يﺎﻫ
.لﺎﻌﻓﺮﯿﻏ ...
....
..
82
) لوﺪﺟ - 4
ﯽﻧوﺎﻌﺗ يﺎﻀﻋا تﺎﮐاردا و تارﺎﻈﺘﻧا ﻦﯿﮕﻧﺎﯿﻣ ﻪﺴﯾﺎﻘﻣ (27 ﯽﻧوﺎﻌﺗ ﮏﯿﮑﻔﺗ ﻪﺑ) تﺎﻣﺪﺧ ﺖﯿﻔﯿﮐ دﺎﻌﺑا زا ﺎﻫ
-
ﻌﻓ يﺎﻫ ...(لﺎﻌﻓﺮﯿﻏ و لﺎ ....
...
..
...
82
) لوﺪﺟ - 4
لﺎﻌﻓﺮﯿﻏ و لﺎﻌﻓ هوﺮﮔ ود هﺎﮔﺪﯾد زا تارﺎﻈﺘﻧا ﻦﯿﮕﻧﺎﯿﻣ ﻪﺴﯾﺎﻘﻣ (28
...
...
...
...
..
....
83
ن
) لوﺪﺟ - 4
ﯽﻧوﺎﻌﺗ يﺎﻀﻋا هﺎﮔﺪﯾد زا كاردا ﻦﯿﮕﻧﺎﯿﻣ ﻪﺴﯾﺎﻘﻣ (29 و لﺎﻌﻓ يﺎﻫ
...لﺎﻌﻓﺮﯿﻏ ...
...
...
84
)لوﺪﺟ - 4 ﯽﻧوﺎﻌﺗ رد ﯽﻋﺎﻤﺘﺟا ﻪﯾﺎﻣﺮﺳ ﺖﯿﻌﺿو (32 ﺎﻫ
...
...
...
...
...
...
84
) لوﺪﺟ - 4
ﯽﻧوﺎﻌﺗ ﮏﯿﮑﻔﺗ ﻪﺑ) ﻞﻫﺎﺗ ﺖﯿﻌﺿو و ﺖﯿﺴﻨﺟ ﺐﺴﺣ ﺮﺑ ﯽﻋﺎﻤﺘﺟا ﻪﯾﺎﻣﺮﺳ ﻪﺴﯾﺎﻘﻣ (33 و لﺎﻌﻓ يﺎﻫ
...(لﺎﻌﻓﺮﯿﻏ ...
...
...
...
...
85 ) لوﺪﺟ - 4
ﯽﻧوﺎﻌﺗ ﮏﯿﮑﻔﺗ ﻪﺑ) تﻼﯿﺼﺤﺗ ﺢﻄﺳ و ﺖﯾﻮﻀﻋ ﻪﻘﺑﺎﺳ ﺐﺴﺣ ﺮﺑ ﯽﻋﺎﻤﺘﺟا ﻪﯾﺎﻣﺮﺳ ﻪﺴﯾﺎﻘﻣ (34 يﺎﻫ
و لﺎﻌﻓ ...(لﺎﻌﻓﺮﯿﻏ ...
...
...
...
..
86
) لوﺪﺟ – 4
فﻼﺘﺧا (33 ﻖﺑاﻮﺳ رد دﻮﺟﻮﻣ يﺎﻫ
ﺖﯾﻮﻀﻋ ...
...
...
86
) لوﺪﺟ - 4
ﯽﻧوﺎﻌﺗ ﻦﯿﺑ ﯽﻋﺎﻤﺘﺟا ﻪﯾﺎﻣﺮﺳ ناﺰﯿﻣ ﻪﺴﯾﺎﻘﻣ (34 لﺎﻌﻓ يﺎﻫ
و
...لﺎﻌﻓﺮﯿﻏ ...
...
...
...
87
) لوﺪﺟ – 4
ﺖﯿﻔﯿﮐ دﺎﻌﺑا و ﯽﻋﺎﻤﺘﺟا ﻪﯾﺎﻣﺮﺳ دﺎﻌﺑا ﻦﯿﺑ ﻪﻄﺑار (35
...تﺎﻣﺪﺧ ...
. ...
...
..
...
88
لوﺪﺟ ) – 4 (36 . ﯽﮕﺘﺴﺒﻤﻫ رﺎﻈﺘﻧا و كاردا دﺎﻌﺑا
ﺎﺑ ﯽﻋﺎﻤﺘﺟا ﻪﯾﺎﻣﺮﺳ
ﯽﻋﺎﻤﺘﺟا ...
. ...
89
)لوﺪﺟ –4
(37 . ﺺﺧﺎﺷ يﺎﻫ شزاﺮﺑ
لﺪﻣ ...
90
لوﺪﺟ ) – 4 (38 . ﺐﯾاﺮﺿ نﻮﯿﺳﺮﮔر دراﺪﻧﺎﺘﺳا
و ﺮﯿﻏ ﺳا دراﺪﻧﺎﺘ رﺎﻈﺘﻧا و كاردا ﻪﯾﺎﻣﺮﺳ ﺮﺑ
ﯽﻋﺎﻤﺘﺟا ...
92
س
).لوﺪﺟ –4
ﺐﯾاﺮﺿ (40 نﻮﯿﺳﺮﮔر
دراﺪﻧﺎﺘﺳا ﺮﺑ ﮏﯿﻓاﺮﮔﻮﻣد يﺎﻫ ﻪﻔﻟﻮﻣ
ﻪﯾﺎﻣﺮﺳ
ﯽﻋﺎﻤﺘﺟا ...
92
)لوﺪﺟ –4
(41 . ﺮﺛا ﮏﯿﻓاﺮﮔﻮﻣد يﺎﻫ ﻪﻔﻟﻮﻣ ﺮﺑ
رﺎﻈﺘﻧا و كاردا ﻪﻔﻟﻮﻣ زا
ﻖﯾﺮﻃ ﺗ ﻞﯿﻠﺤ
ﺮﯿﺴﻣ ...
. ...
93
ع
ﻞﮑﺷ ﺖﺳﺮﻬﻓ ﺎﻫ
ﻞﮑﺷ ناﻮﻨﻋ و هرﺎﻤﺷ
ﺻ ﻪﺤﻔ
)ﻞﮑﺷ – 2 ﯽﻣﻮﻬﻔﻣ لﺪﻣ (2
...ﻖﯿﻘﺤﺗ ...
...
...
...
...
44
) ﻞﮑﺷ 3-1 شور ﻞﺣاﺮﻣ :(
...ﯽﺸﯾﺎﻤﯿﭘ ...
. ...
...
47
)ﻞﮑﺷ – 4 (1 . لﺪﻣ ﯽﻧﻮﯿﺳﺮﮔر ﺪﻨﭼ
هﺮﯿﻐﺘﻣ طﺎﺒﺗرا رﺎﻈﺘﻧا و كاردا ﺎﺑ
ﻪﯾﺎﻣﺮﺳ
ﯽﻋﺎﻤﺘﺟا . ...
...
...
...
...
91
94
Title of Thesis Relationship between social capital and quality of services from the perspective of cooperative membe :(A case study in agricultural production cooperativesArdabil county.) Supervisor(s): Asghar bagheri
Advisor(s):Mahnaz mohamadzadeh nasrabadi Graduate Degree M.Sc
Major: Agricultural management Specialty:
University: Mohaghegh Ardabili Faculty:Agricultural Technology and Natural resources
Graduation date: 25,8,2015 Number of pages: 122 Abstract:
purpose The study is, "Thescrutiny Relationship between social capital and quality of service of the members of cooperatives" This study is cross-sectional of applied research and descriptive survey. TheStatistical Society of all agricultural production cooperatives as many as 2009 people were in the county of Ardabil. A sampleformed of 180 active and inactive members of cooperatives were selected and data in the field using a standard questionnaire SERVQUAL service quality (Servqual) which was established expectations and perceptions were collected in two parts. For research on social capital is researchermade questionnaire To assess the reliability of the questionnaire was conducted a pilot study with 30 patients that reliability of the method of content, and its reliability using Cronbach's alpha coefficient obtained. Obtained Alpha to expectations 0.882 and for perception 0.912 . The results showed that in both active and inactive cooperatives statistically significant difference between expectations and perceptions of membersCooperatives there in terms of five dimensions of SERVQUAL. In general, the quality of service cooperatives active in the county of Ardabil between the expectations and perceptions of members of cooperatives, there are significant differences.
Theexpectations Score in cooperatives active in 29/56 and inactive cooperatives29/68 and cooperatives active in of 28.2 and cooperatives passive is 11/85. the perception score The findings also showed that in both groups, cooperatives, the highest meanis related social confidence and the lowestmean Is related to social awareness. also The difference between passive and active cooperatives in relation to all components of social capital so that enable cooperatives to cooperatives disabled higher social capital
Keywords: quality of services, agricultural production cooperatives, perceptions, expectations, Servqual, social capital.
95
University of Mohaghegh Ardabili
Faculty of Agricultural Technology and Natural Resources
Department of Water Engineering
Thesis is approved for the degree of M.Sc.
In agricultural management
Title:
Relationship between social capital and quality of services from the perspective of cooperative members (A case study in agricultural production
cooperatives Ardabil County)
Supervisor(s):
Asghar bagheri (Ph. D)
Advisor(s):
Mahnaz mohamadzadeh nasrabadi By:
Nayyer Emami August – 2015