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A n-N ajah N ational U niversity 1 ???????? ???????? ?????? ????? ????????? ???????? ??????? ?????????? ????????? ?????????? ?????? ????????? ????? ???????? ????? ???????? ?????? ???? ???????? ??????????? ????????? ????????? ????????? ?????????? ???????? ???? ?????? ????? ?????? ?????? ???????? ????? ????????? ????? ????????? ???? ????????????? ?????? ????? ???????? ?????????? ?????????? ???????? ????????? ??????? ????????? ????? - ????????? ????????? ????????? ??????
A n-N ajah N ational U niversity 2 9002/9000 ????????? ????????????????????????????????...????????????????????????????? ?????????????......???????????????? ??????????????????????????????????????? ????????????????????????????.....????????????????????????????????????????????????....????? ????????????????????????????????????????????....???????????????????????????????????????? .....???????????.... ????????????????????????????????????????????????.....???????????????????????????????????????????? ???????????...?????????????????????????????????????????????????????????....???????????????? .... ????????????????????????????????????????...???????????????????????????????????...????? ????????????????...??????????????????????.. ???????????????????????????...??????????????????????????????????...??????? ????????? ????????????????????????????? ????????? ????? - ????????? ????????? ????????? ??????
A n-N ajah N ational U niversity 3 ???????????? ??????????????????? ???????????????????????????????????...????????????????????????????????.... ?????????????????????????????????...????????????????????????????... ?????????????????????????????????????????????????????.. ???????????????????????...????????????????????????...?????????????????????...????????????????????? ...?????????????????????????????????...??????????????????????????????????????????????... ???????????????????????????????????????.... ??????????????... ?????????????????????????????????????????????????????????????????? ??????????????????????? ????????? ????? - ????????? ????????? ????????? ??????
A n-N ajah N ational U niversity 4 ?????????? ? ? ? ????????? ????? - ????????? ????????? ????????? ??????
A n-N ajah N ational U niversity 5 ? ? ? ? ????????? ????? - ????????? ????????? ????????? ??????
A n-N ajah N ational U niversity 6 ????????? ????? - ????????? ????????? ????????? ??????
A n-N ajah N ational U niversity 7 ????????? ????? - ????????? ????????? ????????? ??????
A n-N ajah N ational U niversity 8 ????????? ????? - ????????? ????????? ????????? ??????
A n-N ajah N ational U niversity 9 ????????? ????? - ????????? ????????? ????????? ??????
A n-N ajah N ational U niversity 11 ????????? ????? - ????????? ????????? ????????? ??????
A n-N ajah N ational U niversity 11 ????????? ????? - ????????? ????????? ????????? ??????
A n-N ajah N ational U niversity 12 ??????? ???? :.?????????? :??????? ??????? Y=a0+b1x1+b2x2+b3x3+b4x4+E ????????? ????? - ????????? ????????? ????????? ??????
A n-N ajah N ational U niversity 13 Lovelock Gronroos ???? ??????????? ????? ?????? ????????? ????? - ????????? ????????? ????????? ??????
A n-N ajah N ational U niversity 14 ????????? ????? - ????????? ????????? ????????? ??????
A n-N ajah N ational U niversity 15 ????????? ????? - ????????? ????????? ????????? ??????
A n-N ajah N ational U niversity 16 Retention ????????? ????? - ????????? ????????? ????????? ??????
A n-N ajah N ational U niversity 17 Relationship marketing ( RM )Transaction marketing ( TM ) ?? ?? ?? ?? ????????? ????? - ????????? ????????? ????????? ??????
A n-N ajah N ational U niversity 18 ????????? ????? - ????????? ????????? ????????? ??????
A n-N ajah N ational U niversity 19 Morris., 2004 ????????? ????? - ????????? ????????? ????????? ??????
A n-N ajah N ational U niversity 21 (Sin ; Tsi ; Yau ; Chow ; Lee ; Lou , 2005 ) Ndubits ????????? ????? - ????????? ????????? ????????? ??????
A n-N ajah N ational U niversity 21 2005 ????????? ????? - ????????? ????????? ????????? ??????
A n-N ajah N ational U niversity 22 ????????? ????? - ????????? ????????? ????????? ??????
A n-N ajah N ational U niversity 23 ????????? ????? - ????????? ????????? ????????? ??????
A n-N ajah N ational U niversity 24 ?????4852,2 ??????4447,8 29100,0 ????????? ????? - ????????? ????????? ????????? ??????
A n-N ajah N ational U niversity 25 ?????????1000??????4751,1 ????0111-9111??????2830,4 ??????????2000??????1718,5 100.0 ?????????3???????5863,0 ????5-3????????2021,7 ??????????5???????1314,1 100.0 ??????4043,5 ???????4751,1 100.0 ????????? ????? - ????????? ????????? ????????? ??????
A n-N ajah N ational U niversity 26 ????????? ????? - ????????? ????????? ????????? ??????
A n-N ajah N ational U niversity 27 Chronback Alpha : ????????? ?????????- ?.?????????? ????????? ????????? ?????? ??????? ????????? ????? - ????????? ????????? ????????? ??????
A n-N ajah N ational U niversity 28 ?????? ?????? ??????? ???????.?????? ?. ??????????? ??????? ? SPSS ? ? SPPS 1. 2. 3.Indebendent sample T-Test 4.(One Way ANOVA 5. ????????? ????? - ????????? ????????? ????????? ??????
A n-N ajah N ational U niversity 29 ????????? ????? - ????????? ????????? ????????? ??????
A n-N ajah N ational U niversity 31 SPSS ????????? ????? - ????????? ????????? ????????? ??????
A n-N ajah N ational U niversity 31 ????????????????????????????? ?????????? ????????????????????????????? ????????? 92,1 % 4,6044 ,64772 86,5 % 4,3261 ,69707 80,7 % 4,0330 ,87497 79,3 % 3,9667 ,96512 78,5 % 3,9231 ,90959 83,5 % 4,1745 ,54790 ? ? ? ? ? ????????? ????? - ????????? ????????? ????????? ??????
A n-N ajah N ational U niversity 32 ????????????????????????????? ?????????? ????????????????????????????? ????????? 90,7 % 4,5326 5,27163 82,2 % 4,1087 ,88276 77,1 % 3,8571 ,73894 73,0 % 3,6522 ,93097 80,8 % 4,0399 1,47058 ? ? ? ? ????????? ????? - ????????? ????????? ????????? ??????
A n-N ajah N ational U niversity 33 ????????????????:????????? ????????????????????????????? ?????????? ????????????????????????????? ????????? 89,1 % 4,4565 ,76191 86,3 % 4,3152 ,76932 83,8 % 4,1910 ,81011 82,9 % 4,1429 ,88909 82,9 % 4,1429 ,87650 82,0 % 4,0978 1,03838 76,7 % 3,8352 ,90999 74,1 % 3,7065 1,00042 70,9 % 3,5435 1,02081 80,9 % 4,0459 ,51241 ????????? ????? - ????????? ????????? ????????? ??????
A n-N ajah N ational U niversity 34 ? ? ? ? ? ? ? ? ? ????????? ????? - ????????? ????????? ????????? ??????
A n-N ajah N ational U niversity 35 ????????????????:????????????? ????????????????????????????? ?????????? ????????????????????????????? ????????? 77,6 % 3,8804 ,78225 76,5 % 3,8261 ,97900 76,0 % 3,8022 1,19462 74,1 % 3,7033 ,91280 76,1 % 3,8043 ,68423 ? ? ? ? ????????? ????? - ????????? ????????? ????????? ??????
A n-N ajah N ational U niversity 36 ????????????????????????????? ?????????? ????????????????????????????? ????????? 82,2 % 4,1087 ,93122 80,0 % 4,0000 ,92582 79,1 % 3,9565 ,94826 68,5 % 3,4239 1,15057 77,4 % 3,8723 ,78139 ? ? ? ? ????????? ????? - ????????? ????????? ????????? ??????
A n-N ajah N ational U niversity 37 ????????????????????????????? ?????????? ????????????????????????????? ????????? 83,5 % 4,1745 ,54790 80,9 % 4,0459 ,51241 80,8 % 4,0399 1,47058 77,4 % 3,8723 ,78139 76,1 % 3,8043 ,68423 80,1 % 4,0050 ,50452 ????????? ????? - ????????? ????????? ????????? ??????
A n-N ajah N ational U niversity 38 α= (sig 483,9323,59067 444,0843,38078 α=0.05 α= ????????? ????? - ????????? ????????? ????????? ??????
A n-N ajah N ational U niversity 39 α= (sig ??????404,0379,55128 ???????473,9719,47678 α=0.05 α= ????????? ????? - ????????? ????????? ????????? ??????
A n-N ajah N ational U niversity 41 α= One Way ANOVA ?????????1000??????474,0292 ????1000_2000??????283,9334 ??????????2000??????174,0561 P 15651 15400 ,108 2 ,216 ,258 89 22,948 91 23,163 α=0.05 α= ????????? ????? - ????????? ????????? ????????? ??????
A n-N ajah N ational U niversity 41 α= One Way ANOVA ?????????3???????584,0183 ????3_5???????203,8734 ??????????5???????134,1870 P 15906 1,561 ,392 2 ,785 ,251 88 22,121 90 22,905 α=0.05 α= ????????? ????? - ????????? ????????? ????????? ??????
A n-N ajah N ational U niversity 42 ????????? ????? - ????????? ????????? ????????? ??????
A n-N ajah N ational U niversity 43 ????????? ????? - ????????? ????????? ????????? ??????
A n-N ajah N ational U niversity 44 ????????? ????? - ????????? ????????? ????????? ??????
A n-N ajah N ational U niversity 45 α=0.05 α=0.05 α=0.05 α=0.05 α= ????????? ????? - ????????? ????????? ????????? ??????
A n-N ajah N ational U niversity 46 α=0.05 α=0.05 α=0.05 α=0.05 ????????? ????? - ????????? ????????? ????????? ??????
A n-N ajah N ational U niversity 47 ? ? ? ? ? ????????? ????? - ????????? ????????? ????????? ??????
A n-N ajah N ational U niversity 48 Christopher H. Lovelock, Services Marketing. Englewood Cliffs, NJ: Prentice C Hall, 2001. Sin ,leo & Tse , alan & Yau , oliver & Chow , rayamond & Lee , lorret . 2005. relationship marketing orientation :scale development and cross- culture validation ,journal of business research . http://www.sciencedirect.com http://unpan1.un.org/intradoc/groups/public/documents/arado/unpan014150.pdf http://www.scribd.com/doc/8480519 .(1994).gronroos Ndubisi, N (2007) Relationship marketing and customer loyaltyMarketing intelligence and planning http://www.emeraldinsight.com 8_ ????????? ????? - ????????? ????????? ????????? ??????
A n-N ajah N ational U niversity 49 ) - Berry L.L .2002. Relationship Marketing of Services-Growing Emerging Perspectives. Journal of the Academy of Marketing Science, Vol.23 ( 4 ). pp. 236- 245 . 12Barnes B R, Fox M T and Morris D. S. 2004. Exploring the linkage ????????? ????? - ????????? ????????? ????????? ??????
A n-N ajah N ational U niversity 51 X ????????? ????? - ????????? ????????? ????????? ??????
A n-N ajah N ational U niversity 51 ????????? ????? - ????????? ????????? ????????? ??????
A n-N ajah N ational U niversity 52 ????????? ????? - ????????? ????????? ????????? ??????

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