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1500 1066 71.1 73 3-7 4-1 51.5 4.05 3.87 3.90 140
141 N Reliability Conformity 1063 37 3.5 141 13.3 167 15.7 332 31.2 202 19.0 136 12.8 48 4.5 4.05 1.45 1062 37 3.5 166 15.6 224 21.1 298 28.1 185 17.4 107 10.1 45 4.2 3.87 1.45 1064 19 1.8 86 8.1 204 19.2 548 51.5 118 11.1 58 5.5 31 2.9 3.90 1.12 4-2 3.91 3.83 3.97 4.25 4.14 4.01
Responsiveness Communication 1063 49 153 196 333 159 123 50 3.91 1.48 4.614.418.431.315.011.64.7 1065 60 179 209 302 129 126 60 3.83 1.56 5.616.819.628.412.111.85.6 1060 36 132 190 218 229 169 86 4.25 1.58 3.412.517.920.621.615.98.1 1061 45 149 188 242 188 165 84 4.14 1.62 4.214.017.722.817.715.67.9 1058 29 126 171 429 161 105 37 3.97 1.32 2.711.916.240.515.29.93.5 1061 12 79 149 597 125 65 34 4.01 1.09 1.17.414.056.311.86.13.2 142
4-3 3.58 3.77 3.90 4.22 Assurance Performance 1063 46 175 270 382 105 49 36 3.58 1.31 4.316.525.435.99.94.63.4 1062 21 109 210 554 110 32 26 3.77 1.09 2.010.319.852.210.43.02.4 1062 13 65 154 712 54 34 32 3.90 0.97 1.26.114.566.95.13.23.0 1064 12 67 130 555 137 89 73 4.22 1.23 1.16.312.252.212.98.46.9 4-4 4.20 3.90 143
Empathy Courtesy 1065 21 71 127 530 160 82 74 4.20 1.27 2.06.711.949.815.07.76.9 1060 12 64 147 719 60 32 26 3.90 0.93 1.16.013.967.85.73.02.5 4-5 4.53 3.94 Tangibles 1059 42 158 162 372 153 132 40 3.94 1.44 4.014.915.335.114.412.53.8 1062 4 40 79 501 227 125 86 4.53 1.18 0.43.87.447.221.411.88.1 144
4-6 3.77 3.82 Accessibility 1062 65 183 201 291 172 99 51 3.77 1.53 6.117.218.927.416.29.34.8 1064 28 100 234 494 117 61 30 3.82 1.18 2.69.422.046.411.05.72.8 4-7 4.03 4.09 3.55 3.93 145
Security 1061 21 115 110 544 147 89 35 4.03 1.22 2.010.810.451.313.98.43.3 1062 55 186 194 473 81 50 23 3.55 1.27 5.217.518.344.57.64.72.2 1061 18 107 109 642 95 65 25 3.93 1.10 1.710.110.360.59.06.12.4 1060 13 75 116 639 99 50 68 4.09 1.16 1.27.110.960.39.34.76.4 4-8 3.61 4.21 Durability 1065 45 185 245 378 114 76 22 3.61 1.32 4.217.423.035.510.77.12.1 1064 28 111 164 360 188 138 75 4.21 1.45 2.610.415.433.817.713.07.0 4-9 4.19 4.15 4.11 146
Humaneness 1062 14 93 116 508 165 118 48 4.19 1.25 1.38.810.947.815.511.14.5 1062 6 58 113 652 117 55 61 4.15 1.09 0.65.510.661.411.05.25.7 1062 6 56 89 711 108 53 39 4.11 0.98 0.65.38.466.910.25.03.7 4-10 4.01 3.83 Competency 1063 19 95 197 484 129 87 52 4.01 1.26 1.88.818.545.512.18.24.9 1062 31 110 266 426 112 67 50 3.83 1.30 2.910.425.040.110.56.34.7 4-11 70.5 147
3.93 2.87 Deficiency 1061 47 175 214 250 173 143 59 3.93 1.57 4.416.520.223.616.313.55.6 1064 136 313 301 241 34 22 17 2.87 1.26 12.829.428.322.73.22.11.6 4-12 45.0 33.1 21.9 N 1023 30 52 257 224 323 82 55 4.20 1.34 148
149 2.95.125.121.931.68.05.4 4-13 52.2 9.1 38.8 N 1018 185 18.2 346 34.0 395 38.8 64 6.3 28 2.8 2.41 0.95
150
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152 0363 0042 0495
0005 0384 153
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0071 0183 156
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0386 0056 1. 2. 3. 0032 158
159
0235 4-16 746 163 21.84 173 129 137 207 160
161 34 109 130 746 4-17 mean=3.70 mean=3.73 35.9 42.6 N
162 4-18 37.9, mean=3.78 45.2, mean=3.81 46.3, mean=3.59 29.8 32.7 24.7 4-19 48.2mean=3.44 39.1, mean=3.82 23.5 29.2
4-20 mean=3.78 39.8 36.0 24.2 163
4-21 39.4 mean=3.70 38.6mean=3.73 25.7 24.8 4-22 40.1mean=3.77 43.8mean=3.66 32.7 27.8 164
165 4-23 52.1 28.8 19.0 43.8 30.9 25.2 4-24 52.2 29.8 18.0
166 4-25 37.7 32.1 30.3 4.00 4-26 51.2 27.8 20.9
167 4-27 69.5 mean=2.68 49.4mean=3.66 32.5 () 4-28 69.5 30.5% N
4-29 58.0 1.97 N 4-304-31 56.9 53.8 N 168
N 4-32 3.70 3.73 3.78 3.81 3.59 3.44 3.82 3.78 3.70 169
3.73 3.77 3.66 3.83 3.71 3.25 3.35 3.66 2.68 1. 170
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