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1 !"#$%&%'('#& )!*')#$%+,#& -'$$!(&*#.+$ /#!%,+,!%#.& )"&0"!,,!,'%!)%12#!.3* $)&1/3* «)(+"&4&"#.+.!# /#&#.+$+» %,+,!%3* )(+"&4&"#.+$.!# &#.&*&,#.3* %6µA=,>?A8< : %µfµ= 'µ56bc6g :=9 ).'. 2=?:979:FE /95?Dµ=89:F 86G (6:6JC8< /<µ<8bc6g (!',: 534) '598B65F )(*"+%, -($*%&'(./&,,A?<: 0#,µ12' '8µ%&'( -($9,:/ -'$$!(&*#.+ #!*&1!"#&$ i-

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3 )B;?6I6E ; <,$'=8, &9<25µ,#9:/ "$*,8%, ":<'+/>7:" 8#' <2,%89' #'( &9,#µ7µ,#9:'= µ"#,<#(?9,:'= <$'*$6µµ,#'3 "9&%:"(873 «!27$'@'$9:/ :,9 A9'%:787» #5+ Bµ7µ6#5+!27$'@'$9:/3 :,9 C9:'+'µ9:D+ )<98#7µD+ #'( E$98#'#"2"%'(!,+"<98#7µ%'( F"88,2'+%:73. B' >1µ, <'( <$,*µ,#"="#,9,@'$6 8#7+,<'&'#9:G#7#, :,9,<'#"2"8µ,#9:G#7#, 8#' A7µG89' B'µ1, :,9 "9&9:G#"$, 8#7 µ"21#7 <"$%<#5873 #'( Bµ/µ,#'3 )µ<'$%'( :,9 B'($98µ'= #73 A9"=>(+873 E+6<#(H73 #73!"$9@"$"9,:/3 )+G#7#,3 I,2:9&9:/3 #73!"$9@1$"9,3 -"+#$9:/3 J,:"&'+%,3.!$G:"9#,9 '(89,8#9:6 *9, µ%, 1$"(+, <'( K,8%L"#,9 8" <$5#'*"+/ :,9 &"(#"$'*"+/ &"&'µ1+,, 7 '<'%, "<9?"9$"% +, &9"$"(+/8"9 #'+ #$G<' <'( "<7$"6L"#,9 7,<'&'#9:G#7#, :,9 7,<'#"2"8µ,#9:G#7#, #5+ (<,22/25+ 8#'(3 8" 8(+6$#787 µ" #7+ 9:,+'<'%787 / µ7 #5+ "H(<7$"#'=µ"+5+ <'29#D+ («<"2,#D+»),226 :,9 #'+ #$G<' <'(,+#92,µK6+'+#,9,(#'% #93 (<G :$%87 1++'9"3 #73 «,<'#"2"8µ,#9:G#7#,3» :,9 #73 «,<'&'#9:G#7#,3». E<D#"$'3 8:'<G3 "%+,9 +, <$'#,>"% 1+, <2,%89' &$68"5+-<$'#68"5+ *9, #7+ K"2#%58/ #'(3. ; 8(*:":$9µ1+7 "$*,8%, <$,*µ,#'<'9/>7:" µ" #7 <'2=#9µ7 K'/>"9, #73 "<9K21<'(8,3 :,>7*/#$9,3 :,3./&,3 -($*%&'(. ;,+6>"87 #'( 8(*:":$9µ1+'( >1µ,#'3,<'#12"8" 1+, 87µ,+#9:G :%+7#$' "µk6>(+873 µ"21#73 :,9 G?9 µ9,3,<2/3 &9":<"$,%5873. B7+ "(?,$98#D >"$µ6 *9, #7+ :,>'&/*787, #7+ (<'8#/$9H7 8" "<98#7µ'+9:G :,9 <$'85<9:G "<%<"&' :,9 *9, #'?$G+' <'(,@91$58" *9, #7+ '2':2/$587 #73 "$*,8%,3.!,$62272,, "(?,$98#D 9&9,%#"$, #'(3 8(+,&12@'(3 G25+ #5+!"$9@"$"9,:D+ )+'#/#5+ <'( 8(µµ"#"%?,+ 8#7+ 1$"(+,,226 :,9 G2'(3 G8'(3,+#,<':$%>7:,+ >"#9:6 8#7 8(µ<2/$587 #'( "$5#7µ,#'2'*%'( 8(µK622'+#,3 8#7+ 'µ,2/ <$,*µ,#'<'%787 #73 &9<25µ,#9:/3 "$*,8%,3. A7µ/#$9'3.':'K%# ,+'(,$%'( i-

4 )>BC?<L< J" #7+ <,$'=8, µ"#,<#(?9,:/ &9,#$9K/ "<9?"9$"%#,9 7 "<9:1+#$587 8#93 1++'9"3 #73!"#$#%&'(%)%!* :,9 #73!"#%+,+-µ!%&'(%)%!* 8#' &7µG89' #'µ1, :,9 7 8=+&"87 #'(3 µ" :$%89µ'(3 <,$6*'+#"3 <'( #93 "<7$"6L'(+, 2,µK6+'+#,3 (<GM7 &(' :$%89µ, 87µ"%,. B' <$D#',@'$6 8#' *"*'+G3 G#9 '9,+>$D<9+'9 <G$'9,<'#"2'=+ #' <'2(#9µG#"$' 8#'9?"%' "+G3 '$*,+98µ'= <'( "<7$"6L"9 #7+,<'#"2"8µ,#9:G#7#6 #'( :,9 #' &"=#"$',@'$6 8#93,+6*:"3 :,9 8#68"93 #5+ "H(<7$"#'=µ"+5+ <'29#D+. J185 #73 1$"(+,3 7 <,$'=8, &9,#$9K/ >1#"9 '$98µ1+'(3 8:'<'=3 :,9 8#G?'(3 <$':"9µ1+'( +, &D8"9 <$'#68"93 *9, #'+,<'#"2"8µ,#9:G#"$' :,9,<'&'#9:G#"$' #$G<' 2"9#'($*%,3 #5+ (<7$"89D+ "+D µ18, 8#7+ 1$"(+,,<'#(<D+"#,9 :,9 8(*:":$9µ1+7 µ"21#7 <"$%<#5873 &7µ'8%'( '$*,+98µ'=.!$'3,(#/ #7+ :,#"=>(+87 7 <,$'=8, 1$"(+, "<9?"9$"% +, "µ<2'(#%8"9 #7+ (<6$?'(8, K9K29'*$,@%, :,9 "9&9:G#"$, +, 8#'?"=8"9 8#'(3 6H'+"3 <'( >"5$7#9:6 "<7$"6L'(+ # '9"3 /#'9 7 -%#.#/+-0!, 7!1&#,(2)-) #5+ (<,22/25+, 7 +"&µ(345-) #5+ (<,22/25+ :,9 7 ),+'%3#6&'7 $&!'89:36)-). B,,<'#"218µ,#, #73 1$"(+,3,+,µ1+"#,9 +, 8(µK622'(+ 8#7?6$,H7 <'29#9:D+ <'( '&7*'=+ 8#7+,<'#"2"8µ,#9:G#7#, #'( &7µ'8%'( #'µ1, :,9 <'( >, 8?"#%L'+#,9 µ" #7+ K"2#%587 #73 <'9G#7#,3 #'(, µ" #7+ '$>'2'*9:G#"$7 &96$>$587 #5+ &,<,+D+, µ" #7+,<'&'#9:G#"$7 2"9#'($*%, #'(..1H"93 :2"9&96 :!"#$#%&'(%)%!,!"#%+,+-µ!%&'(%)%!, -%#.#/+-0!,!1&#,(2)-), +"&µ(345-), ),+'%3#6&'7 $&!'89:36)-). -ii-

5 Abstract In this thesis attempts to focus on the concepts of efficiency and effectiveness in the public sector and their connection with critical factors affecting it, taking into account two critical points. The first relates to the fact that human resources are the most valuable asset of an organization affects the effectiveness and the second relates to the needs and attitudes of citizens served. Through research this thesis sets certain goals and objectives in order to give recommendations for the most effective and efficient manner of operation of services while in the research reflected this public sector case study. In this direction, this research attempts to enrich the existing literature and particularly to target the axes theoretically affecting the concepts namely targeting, evaluation of employees, training of officials and IT governance. The research results are expected to contribute to developing policies that lead to the effectiveness of the public sector and which relate to the improvement of the quality, rational structure of expenditure, the efficient operation of. Keywords : efficiency, effectiveness, targeting (JNC), evaluation, training, e- government -iii-

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11 J">'&'2'*%,3 1$"(+,3). Y9, #7 &9"$"=+787 #5+ (<'>18"5+ #73 <,$'=8,3 &9,#$9K/3 <$,*µ,#'<'9/>7:,+ #G8' <'9'#9:/ (qualitative) G8' :,9 <'8'#9:/ 1$"(+, (quantitative research). B' µ">'&'2'*9:g <2,%89' 8(+'<#9:6 8" "3;%# "+3&+.#µ:6#8 (-($9,L/, 1999), &72,&/ &"(#"$'*"+/,+62(87, #5+ :"9µ1+5+/+'µ'2'*%"3 8?"#9:13 µ" #' (<G &9"$"=+787 >1µ,. 0(*:":$9µ1+, µ"2"#/>7:,+ +'µ'>"#9:6 :"%µ"+, <"$% 72":#$'+9:/3 &9,:(K1$+7873, :,>91$5873 8(8#/µ,#'3 &9'%:7873 µ" 8#G?'(3, µ1#$787 #73,<'&'#9:G#7#,3 :,9 622"3 &9,#6H"93, '$9'>1#7873 #'( &7µG89'( #'µ1,, (<,22729:G3 -D&9:,3, 8(8#/µ,#,,H9'2G*7873 <$',*5*D+ :,9 "<92'*/3!$'\8#,µ1+5+,,+,K6>µ987 #'( <$'85<9:'=, ":8(*?$'+98µG3 C$* :,9."9#'($*%,3 A7µG89,3 A9'%:7873, EH9'2G*787 #(<9:D+ <$'8G+#5+ <$'85<9:'= :2<., &9G#9 8#G?'3,(#/3 #73 &"(#"$'*"+'=3,+62(873 /#,+ 7,<':62(M7 :,9 7 8=+'M7 #5+?,$,:#7$98#9:D+ #5+ +Gµ5+ :,9 K9K29'*$,@9:D+,+,@'$D+ "3#'+&µ:6#8 6! 4!6+0 # %3("#* -?6$+-)* #73,<'#"2"8µ,#9:G#7#,3 :,9 #73,<'&'#9:G#7#,3 8#7 &7µG89, &9'%:787 :,9 <53 ' +'µ'>1#73,+#9µ"#5<%l"9 #, <,$,<6+5 :,9 8" :6>" <"$%<#587,+,(#6 "%+,9 &"8µ"(#9:'=?,$,:#/$, *9, #'(3 <$'\8#,µ1+'(3 #5+ (<7$"89D+ / 1?'(+ #7 µ'$@/ ">"2'+#9:/3 "@,$µ'*/3 µ185 :9+/#$5+. B,,<'#"218µ,#,,(#/3 "+85µ,#D>7:,+ 8#' :"@62,9' #'( F"5$7#9:'= ) "3#'!%!3'%&'7 $+8%+3#2+67*!6!A7%)-) 9#7/)-+ -%) $&!%?"5-) % )%&';6 8"#/:-+56 "#8-86$:#6%!& µ+ %# /:µ! %)* "!3#?-!*. 0#7 8(+1?"9,, 8#' %&9' 8#6&9' <$,*µ,#'<'9/>7:,+ "#&#%&':* +&* 9>/#* -86+6%+?1+&* <'(,<'#"2'=+ µ1$'3 <'9'#9:/3 1$"(+,3 (4587@%&73, 2008) µ" #'(3 <$'\8#,µ1+'(3 #5+ Bµ7µ6#5+ )µ<'$%'( :,9 B'($98µ'= 8#7+!"$9@1$"9, -"+#$9:/3 J,:"&'+%,3, '9 '<'%'9 2"9#'=$*78,+ 53 <27$'@'$7#13 :2"9&96, '9 '<'%"3 <$,*µ,#'<'9/>7:,+ #72"@5+9:6 µ" 8(*:":$9µ1+' '&7*G 8(+1+#"(H73. C 8#G?'3,(#/3 /#,+ 7 :,#,*$,@/ #5+ &(+,#D+,,&=+,#5+ 87µ"%5+, "(:,9$9D+ :,9,<"92D+ <'(,@'$'=+ 8#7+,<'&'#9:G#7#, :,9,<'#"2"8µ,#9:G#7#, *"+9:G#"$, #73 A7µG89,3 A9'%:7873 (S.W.O.T.,+62(87). C9 8(+"+#"=H"93,<'µ,*+7#'@5+/>7:,+ :,9 :5&9:'<'9/>7:,+ :,#6 #7 &9,#=<587 #5+ (<'>18"5+. BG8' 7 (<6$?'(8, K9K29'*$,@%, µ,l% µ" #93 8(+"+#"=H"93 #5+,+5#1$5 (<':"9µ1+5+, G8' :,9 #,,<'#"218µ,#, <$'7*'=µ"+73 &9"$"=+7873 #'( "$"(+7#/ 8#' <2,%89' #'( µ,>/µ,#'3 #73 «A9'%:7873 )<9?"9$/8"5+», 7 '<'%, "8#%,L" 8#7+,+62(87 "85#"$9:'= :,9 "H5#"$9:'= <"$9K622'+#'3 #'( Bµ/µ,#'3 :,9,+62(87 S.W.O.T., (.':'K%#73 :.,, 2016),!"#%:,+-!6 %&* ")2:* 2&! %#6 -.)µ!%&-µ( %)* µ7%3!* S.W.O.T. (Ramkumar et al, 2016). -9-

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17 G<'( 8(?+6?$789µ'<'9"%#,9 *9, #7+ µ1#$787 #73,<'#"2"8µ,#9:G#7#,3 8#93 A7µG89"3 R<7$"8%"3 8" <,*:G8µ9' "<%<"&' 8(*:":$9µ1+, 8#7 µ1#$787 #73 <'9G#7#,3 #5+ &7µ'8%5+ (<7$"89D+ 8#'(3 #'µ"%3 #73 ":<,%&"(873, #73 (*"9'+'µ9:/3 <"$%>,2M73, #5+ #72"<9:'9+5+9D+, #73 :.,. :,>D3 "<%873 :,9 8#7 µ1#$787 #73 <'9G#7#,3 :,9,H9'<98#%,3 #5+ &7µ'8%5+ (<7$"89D+ 8#7+,+"H,$#78%, #'(3,<G <'29#9:13 :,#"(>=+8"93. C "+ 2G*5 &"%:#73 "%+,9 ' Governance Effectiveness Indicator #73 Worldwide Bank. P<53,<'#(<D+"#,9 8#' &96*$,µµ, 2, '9?D$"3 µ" #7 µ"*,2=#"$7,<'#"2"8µ,#9:g#7#,,+/:'(+ *"5*$,@9:6 8#'+ )($5<,\:G N'$$6 :,9 >"5$'=+#,9 <$'7*µ1+"3,,**%L'+#,3 µ"#$/8"93,<g # µ'+6&"3. ; )226&, :,#1?"9 #7+ #"2"(#,%, >187 (µ,l% µ" #7+ 4#,2%,) 8#7 µ1#$787 #73,<'#"2"8µ,#9:G#7#,3 8#' 8(*:":$9µ1+' &"%*µ, "($5<,\:D+?5$D+, *"*'+G3 <'( 53 1+, K,>µG "<9K"K,9D+"9 #' µ"$%&9' "(>=+73 #'( A7µ'8%'( B'µ1, 8#7+,+6<#(H7 #73 '9:'+'µ9:/3 :$%873. EH%L"9 +, 87µ"95>"% Gµ53 G#9 7!'$#'*,2%, 7 '<'%, 1?"9 <"$912>"9 8" :,#68#,87 '9:'+'µ9:/3 :$%873 1?"9 8?"#9:6 (M72G (86 µ'+6&"3) &"%:#7,<'#"2"8µ,#9:G#7#,3, G8' <"$%<'( #' N12*9' :,9 7 Y,22%,. H86+";* $+6 +06!& µ(6# # =)µ(-&#* C#µ:!* "#8 $&!$3!µ>%&-+ -)µ!6%&'( 3(,# 5*!6%&"!3!252&'7 µ#6>$! '!& #$72)-+ %).;3! -+?4+-).!"#$%&µµ& 2!"#$%&% '()#*+*&µ,#-./#%#,0 1%µ)&2)3 4)µ",, "#) !"#$" %&&"#'$" ()#&"#'$" *+,-'$"./0µ"#$" 1,230$" 45&6)+."&&$" "&$" 829"#$" 83"&$" :&&;'" !"#$%1!7*/: World Bank, Government Effectiveness Indicator, 2015 )%+,9 :$%89µ', "<'µ1+53, +, &9"$"(+7>'=+ :,9 +, "+#'<98#'=+ '9 <,$6*'+#"3 <'( '&7*'=+ 8#7+,<'#"2"8µ,#9:G#7#, #'( &7µ'8%'( #'µ1, :,9 <'( >, 8?"#%L'+#,9 µ" #

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22 µ"#,h=,<'#"2"8µ,#9:g#7#,3 :,9,<'&'#9:G#7#,3 µg+'+,<2/ &"+ >, µ<'$'=8" +,?,$,:#7$98>"%. A9G#9 8?187 µ"#,h= <'2(<,$,*'+#9:/ :,9 "<7$"6L"#,9,<G,) #' <2,%89' K) #7+ "µ<"9$%, #5+ "µ<2":gµ"+5+ <$'8D<5+, *) #7+ :,2/ ":#12"87 8"9$63 "+"$*"9D+, D8#" +, "<9#"(?>'=+ (M72/3 <'9G#7#,3,<'#"218µ,#,, µ18, 8" 8(*:":$9µ1+'?$G+' &9":<"$,%5873 8(*:":$9µ1+73 "$*,8%,3. Y9, #'(3 &=8:'2, "<9#"=H9µ'(3 8#G?'(3 7,:'2'(>9,:/ &9,&9:,8%, "+"$*"9D+ +, "%+,9 &"(#"$"='(8,3 87µ,8%,3 #,,<'#"218µ,#, (M72/3 <'9G#7#,3,(#D+ :,>D3 :,9 7 :,2/,<G&'87, "H,$#D+#,9 <$5#%8#53,<G #7+ 8(+'29:/ (2'<'%787 #'( 1$*'(. Y9,(#G 7 ":#12"87 #5+ <$':,>'$98µ1+5+ &$68"5+ &=+,#,9 +, '&7*/8"9 / G?9 8",<'#"218µ,#, (M72/3 <'9G#7#,3, 18#5,:Gµ7 :9,+ "<"#"=?>7 ',$?9:G3 8#G?'3. B' Bµ/µ, )$"(+D+ :,9 J"#$/8"5+ E<'&'#9:G#7#,3 #73 Y"+9:/3 A9"=>(+873 A9'9:7#9:'= ):8(*?$'+98µ'= #'( R<'($*"%'( )85#"$9:D+ &(+6µ"9 8?"#9:'= "**$6@'( #'( :,#6 #' 1#' (E.!. A4!E/Z.10/'9:. 2813/23 4,+'(,$%'(), 1$?"#,9 +, <$'8&D8"9 µ%, <"$,9#1$5 &968#,87,<'8,@/+9873 :,9 8(*:":$9µ"+'<'%7873 #5+ G$5+ #73,<'&'#9:G#7#,3 :,9 #73,<'#"2"8µ,#9:G#7#,3. ; 9:,+G#7#, #73 A7µG89,3 A9'%:7873 +, ":<27$D+"9 #'(3 <$'*$,µµ,#98>1+#"3 8#G?'(3 :,2"%#,9!"#%+,+-µ!%&'(%)%! "+D 7 9:,+G#7#, +, "<9#(*?6+"9 8#' µ"*,2=#"$' &(+,#G K,>µG #'(3 8#G?'(3,(#'=3 µ" #' µ9:$g#"$' &(+,#G :G8#'3, :,2"%#,9!"#$#%&'(%)%!. 2.3 />C:8>E µa8b<@<e C9 &"%:#"3 µ1#$7873 #5+,<'#"2"8µ6#5+ 8#7 &9">+/ K9K29'*$,@%, 8(+,+#D+#,9 53 performance indicators. )%+,9 ' 87µ,+#9:G#"$'3 <,$6*'+#,3 *9, #' 8?"&9,8µG :,9 #7+ (2'<'%787 8#7 &9,&9:,8%, #73 &9'%:7873 µ" 8#G?'(3, &9G#9 µ185,(#d+ ":@$6L'+#,9,8@,2/,<'#"218µ,#,. -,#6 #'(3 Jacobs & Goddard (2007), 7 µ1#$787 #5+,<'#"2"8µ6#5+ µ185,$9>µd+ :,9 8(*:":$9µ1+, #5+ &"9:#D+,<G&'873, 8#7 &9,?"%$987 #5+ &7µ'8%5+ (<7$"89D+,,<'#"2"% 8?"#9:6 <'( 8(µ<"$92,µK6+"#,9 8" 1+, :,9+'#Gµ' #$G<' 8:1M73. -,9 µ6298#, *9, #'(3,+5#1$5 #' Management by Numbers,<'#12"8" :,9 #'+ <$'K27µ,#98µG,+ 7 "@,$µ'*/ #'(,@'$6 8" <,*:G8µ9, #687 /,<26 <$G:"9#,9 *9, "+,8?G2787 #5+ "9&9:D+ 8#7 J"*627 N$"#,+%,. -,#6 #7 &96$:"9, #73 &":,"#%,3 #'( 1990, G#,+ 6$?98" #' A7µG89' +, "µ@,+%l"#,9 µ" #7+ +1, '$'2'*%, 53 «+1'3 &7µG89'3 #'µ1,3» (new public sector), '9 :(K"$+/8"93?5$D+ µ" <$'7*µ1+7 '9:'+'µ%, G<53 7 N$"#,+%, :,9 7 0:,+&9+,K%,, -20-

23 /$>,+,+#9µ1#5<"3 (<G #7+ <%"87 #5+ <'29#D+, 2&! "+3&--(%+3#!"#$#%&'7 '!&!"#%+,+-µ!%&'7 $)µ(-&! $&#0')-7, &72,&/ µ" #7+ "98,*5*/ <'2(&968#,#5+ #"?+9:D+ 8(8#7µ6#5+ µ1#$7873 <'( "26µK,+,+?D$, 153 #G#" µg+' 8#'+ 9&95#9:G #'µ1, (Brignall & Modell, 2000) B' R<'($*"%' )85#"$9:D+ A7µG89,3 A9'%:7873 :,9 E<':1+#$5873 (R!.)0.A.A.E.), &(+6µ"9 8?"#9:/3 "*:(:2%'( #'( µ" >1µ, #7+ J">'&'2'*%, :,>'$98µ'= µ1#$7873 #73,<'#"2"8µ,#9:G#7#,3 :,9 #73,<'&'#9:G#7#,3 #73 &9'%:7873, "<9:,2'=µ"+' #' S. 3230/2004 (E.!.:A4!E/Z.4/'9:.7323/ ), G#9 *9, #7+ µ1#$787 #73 "<%&'873 µ9,3 A7µG89,3 C$* (<'?$"5#9:6 2,µK6+'+#,9 (<GM7 '9 (<G :$%87 1++'9"3 #73,<'#"2"8µ,#9:G#7#,3 :,9 #73,<'&'#9:G#7#,3 53,22721+&"#"3 µ"#,h= #'(3. *9, #'+?,$,:#7$98µG "+G3 A7µG89'( C$*,+98µ'= 53 «,<'#"2"8µ,#9:G3» 7 µ7 68:'<7 8<,#627 <G$5+ *9, #7+ "<%#"(H7 #5+ :,>'$98µ1+5+ 8#G?5+ :,9 «,<'&'#9:G3» 7 "<9#(?/3 1:K,87,<'#"218µ,#'3 <,$":29+Gµ"+'( #'(,$?9:'= 8#G?'(. ; µ1#$787 #73,<'#"2"8µ,#9:G#7#,3 :,9 #73,<'&'#9:G#7#,3 (<,$. 6 # "*:(:2%'(), 8(+"98@1$"9 8#' K,>µG,<G:29873 µ"#,h= <$':,>'$98µ1+5+ 8#G?5+ :,9 #"29:D+,<'#"2"8µ6#5+. 0(µK622"9 "<%873 8#7+ &9,<%8#587 #'( K,>µ'= <$'G&'( <'( 1?"9 "<9#"(?>"% 8#'(3 "<9µ1$'(3 "<9?"9$789,:'=3 8#G?'(3, "@G8'+ <,$1?"#,9 7 &(+,#G#7#, 1*:,9$73 K"2#95#9:/3 :,#"=>(+873 8#7+ <"$%<#587 &(8:'2%,3 "<%#"(H73 8#G?'(. F, <$1<"9 +, :,#,8#"% 8,@13 G#9 '9 µ"#$/8"93 #73,<'#"2"8µ,#9:G#7#,3 :,9 #73,<'&'#9:G#7#,3 &"+,<'#"2'=+ 8" :,µ%, #5+ <"$9<#D8"5+ :6<'9'( "%&'(3 µ7?,+98µg <$':"9µ1+'( +, "<9K622'+#,9 <'9+13, / *"+9:G#"$, :6<'9' "$*,2"%' <"9>,$?9:/3 &9,&9:,8%,3. E+#9>1#53, '9 µ"#$/8"93,(#13 (µ185 #5+ &"9:#D+ #'(3), 8(µK622'(+,) 8#7+ '$>'2'*9:/ &9,µG$@587 :,#"(>(+#/$95+ <'29#9:D+, µ" #7 2/M7 #5+,+62'*5+,<'@68"5+, K) 8#7 2"9#'($*%, #'( <$'*$,µµ,#98µ'= :,9 #73 '$* :6>" &7µG89,3 (<7$"8%,3, *) 8#7 8(22'*/,H9G<98#5+ :,9 "<5@"2D+ &"&'µ1+5+, "@G8'+ *9, #7+ 8(22'*/ #'(3,H9'<'9"%#,9 7 "<,+,<27$'@G$787 <'( &%+'(+ #, <,$,*Gµ"+,,<'#"218µ,#, 53 µ'?2g3 "H(<7$1#7873 #5+,9#7µ6#5+ #5+ <'29#D+. C9 &"%:#"3 2'9<G+,<'&'#9:G#7#,3 1$?'+#,9 +, &D8'(+ µ%, 98?($/ :,9 <'226 (<'8?Gµ"+7,<6+#787 8#93,<,9#/8"93 #5+ <'29#D+ *9, µ"*,2=#"$7 &9,@6+"9, :,9 <'9G#7#, 8" A7µG89'(3 C$*,+98µ'=3 (Berg et al, 2005). N68"9 #5+,+5#1$5 :,>%8#,#,9 8,@13 #' *"*'+G3 G#9 7?$/87 #5+ &"9:#D+ µ1#$7873 G<53 8?"&96L'+#,9 <$'3 "H(<7$1#787 #73,<'8#'2/3 :,9 #'( '$6µ,#'3 #'( :6>" '$*,+98µ'=, 8(µK622'(+ 8#7+ &9"H,*5*/,8@,2D+ 8(µ<"$,8µ6#5+ *9, #'+ -21-

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40 ; 8#'?'>"8%, <'(,+,2=>7:" 8" <$'7*'=µ"+7 "%+,9 "#/89,, #, &",<'#"218µ,#, #73,<'#(<D+'+#,9 8#, 8?"#9:6 1+#(<, ":>18"5+,H9'2G*7873. µ" #' S. 4369/2016 (6$>$' 23 <,$. 2&) '9 ":>18"93,H9'2G*7873 (<'K622'+#,9 <$'3 1*:$987 8#, "<9µ1$'(3 Bµ/µ,#, :,9 A9"(>=+8"93,<G G2, #, µ127 <'( (<7$"#'=+ 8",(#6. C9 "+ 2G*5 ":>18"93,H9'2G*7873 <"$92,µK6+'(+ 8#' <"$9"?Gµ"+' #'(3,+,2(#9:6 #' 1$*' <'( µ" #7+ (2'<'%787 #'( #9>1µ"+'( 8#G?'(, 8(+#688'+#,9,<G #'+ '9:"%'!$'\8#6µ"+' (A9"=>(+873- Bµ/µ,#'3) :,9 "*:$%+'+#,9 µ" #7+ #'(26?98#'+ #5+ &=' #$%#5+ (2/3) #73 (<G µ"21#73 &'µ/3. N,>µ'2'*'=+#,9,<G µ7&1+ (0) 153 (100),+62'*, µ" #' "<%<"&' "<%#"(H73 #5+ (2'<'97µ1+5+ 8#G?5+. B12'3, '9 ):>18"93,(#13,<'8#122'+#,9 8#, µ'+'µ"2/ G$*,+, &9'%:7873 (/ 8#'+ '9:"%' R<'($*G) :,9 :'9+'<'9'=+#,9 8#'(3,$µG&9'(3 Y"+9:'=3 A9"(>(+#13. C+,&'> 2&! %)6 #3/7,+&%#8320! %#8-8-%7µ!%#* =&#0')-)* µ:-5 -%(.56 +$3!&;6+%!& 8"#.3+5%&'> ) µ:%3)-) %)*!"#%+,+-µ!%&'(%)%!* '!& %)*!"#$#%&'(%)%!*, -?µ456! µ+ %# K. 3230/ !K96?;I<@< 7<µ6@CDN G5=??F?DN -,#6 #,,+5#1$5,+,@"$Gµ"+, :,9 "@G8'+ "<9?"9$"%#,9 7 8=+&"87 µ"#,h=,h9'2g*7873 :,9,<'&'#9:G#7#,3 (<,22/25+ 8(+,$#/8"9 #73 8#'?'>"8%,3, 7 87µ,+#9:G#7#, #73 8=+&"873,(#/3,<'#(<D+"#,9 *9, 8#7+ )@7µ"$%&, #73 -(K"$+/8"53 :,#6 #' 1991 :,9 8(*:":$9µ1+, 8#' SGµ' 1943/1991 «):8(*?$'+98µG3 #73 C$* :,9."9#'($*%,3 #73 A7µG89,3 A9'%:7873,,+,K6>µ987 #'( <$'85<9:'= :,9 622"3 8(+,@"%3 &9,#6H"93 (Z)- 50 E / )», 8#' 6$>$' 54 («EH9'2G*787 (<,22/25+» #'( -"@,2,%'( ) «EH9'2G*787 <$'85<9:'=»), G<'( "<,+,@1$"#,9 8" 98?= #' 6$>$' 128 #'( (<,22729:'= :D&9:, #'(!.A. 611/1977 (' '<'%'3 #$'<'<'9/>7:" K68"9 #'( S. 3528/2007 (Z)- 26 E / ) «K:#* L"!,,),&'(* M;$&'!*»),,+,@1$"#,9 $7#6 G#9,<G :,>9"$D+"#,9 8=8#7µ,,H9'2G*7873 #5+ '(89,8#9:D+ <$'8G+#5+ #'( <$'85<9:'= #'( &7µ'8%'(, G<'( 53 K,89:13 :,9 :,#"(>(+#/$9"3 *$,µµ13 (*9, #' "+ 2G*5 8=8#7µ,,H9'2G*7873), >"5$'=+#,9 7 9:,+G#7#, :,9 :,#,2272G#7#, #5+ (<,22/25+ 8" 8?187 µ" #',+#9:"%µ"+' #73 "$*,8%,3 #'(3 :,9 #, :,>/:'+#, <'(,8:'=+ 8=µ@5+, µ" 8,@/ <$'8&9'$98µ1+, :$9#/$9,, :,>'$98µ1+'(3 8#G?'(3 :,9 &"%:#"3 <'( 8(µK622'(+ 8#7+ +'%0µ)-) %)*!"($#-)* %56 8"!,,7,56 µ18, 8" 8(*:":$9µ1+7?$'+9:/ <"$%'&', µ" -38-

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59 µ" :($%,$?' :$9#/$9' #7 -!476+&! :,9 :62(M" 1+, µ"*62' µ1$'3 #5+ L7#7µ6#5+. -,#6 #' 8?"&9,8µG #'( "$5#7µ,#'2'*%'(,"#4+?./)'!6 #& +"!6!,!µ9!6(µ+6+* +35%7-+&* ": <$''9µ%'(,(#/ 7 8(+>/:7 "%+,9,+,*:,%,, :,>D3 "<%873,+,*:,%, 7 +8!6!265-0! :,9 7 ",)3(%)%! '>,8B)* %#8!6%&'+&µ:6#8 <'( µ"2"#6 7 <,$'=8, &9,#$9K/. E<'#"2"%#,9,<G 1+, 8=+'2' %7-+56 :,9 <$9+ #7+,<'8#'2/ #'( <$,*µ,#'<'9/>7:" "&,#%&'( %+-% (pilot test) <$':"9µ1+'( +, +6%#"&-%#?6-4>,µ!%! :,9,@"#1$'( +,.3#6#µ+%3)/+0 # µ:-#*.3(6#* 8(µ<2/$5873 (Babbie, 2011). A9,+"µ/>7:" 8" <1+#" <$G85<, :,9 #"29:6 ' µ18'3?$g+'3 8(µ<2/$5873 /#,+ 9 2"<#6. C9 <"$988G#"$"3,<G #93 "$5#/8"93 <'(?$789µ'<'9/>7:,+ "%+,9 &9,K,>µ98µ1+73 :2%µ,:,3, #=<'( Likert, µ" 5 &9,K,>µ%8"93 8" :,>"µ%, (8(µ<"$92,µK,+'µ1+73 #73 '(&1#"$73). 0",(#13 "H"#6L"#,9 ' K,>µG3 8(µ@5+%,3 / &9,@5+%,3 <6+5 8" 8(*:":$9µ1+, L7#/µ,#,. ; &'µ/ #'( "$5#7µ,#'2'*%'(,<'#"2"%#,9 8(+'29:6,<G 4 "+G#7#"3 : R@SIH DSTCI: A7µ'*$,@9:6?,$,:#7$98#9:6 "$5#Dµ"+'( R@SIH =@LC@SI: N,>µG3 "<%&$,873 #5+ (<G :$%87 <,$,*G+#5+ 8#7+,<'#"2"8µ,#9:G#7#, :,9 #7+,<'&'#9:G#7#,. R@SIH CSUCI: 0#68"93 )µ<"9$%,,<g #' Bµ/µ, R@SIH C@CGSCI: Y"+9:6 *, #'+ A7µG89' B'µ1, Q#89 2'9<G+,+,2(#9:G#"$,, 7 <$D#7 (<'"+G#7#, #'( "$5#7µ,#'2'*%'(,+,@1$"#,9 8#, &7µ'*$,@9:6?,$,:#7$98#9:6 :,9 <"$92,µK6+"9 #, 8(+/>7 >1µ,#, µ185 #5+ '<'%5+ &9"H6*'+#,9 87µ,+#9:6 :,9,+,*:,%, 8(µ<"$68µ,#, *9, #' <$'@%2 #5+ <$'8D<5+ 8#, '<'%,,<"(>=+"#,9 #' "$5#7µ,#'2G*9'. ; &"=#"$7 (<'"+G#7#,,+,@1$"#,9 8#7 *+D87 (/ µ7) #5+ 8(*:":$9µ1+5+ 8#G?5+ 53 '$*,+98µG3 &9'%:7873 JNC (#7$'=µ"+5+ #5+,+,2'*9D+) <'( 1>"8" #' (<G µ"21#7 Bµ/µ,,226 :,9 7 :,#,*$,@/ #'( K,>µ'= 8(µ@5+%,3 8#'(3 8(*:":$9µ1+'(3 ':#D 8#G?'(3,<G #'(3 <"26#"3. 0#7+ <"$%<#587 #73 ":&/25873 "+&9,@1$'+#'3, µ"#$6#,9 :,9 #' µ18' *+58#'<'%7873. )<%873 '9 <"26#"3 :,2'=+#,9 +,,<,+#/8'(+ 8#' K,>µG <'( <98#"='(+ *9, &":,#$"%3 8(*:":$9µ1+'(3 <,$6*'+#"3, G#9 "<7$"6L'(+ #7+,<'&'#9:G#7#, :,9 #7+,<'#"2"8µ,#9:G#7#,. J18, 8#'(3 <$',+,@"$Gµ"+'(3 <,$6*'+#"3 "µ<"$91?'+#,9 :,9,(#'% #73 8#'?'>"8%,3, "<9µG$@5873 :,9,H9'2G*7873 (<,22/25+,226 :,9 #73 72":#$'+9:/3 &9,:(K1$ ; #$%#7 (<'"+G#7#,,+,@1$"#,9 8#7+ "µ<"9$%, #5+ <"2,#D+,<G #' Bµ/µ, :,9 8(*:":$9µ1+, 8#7+ =<,$H7 8(+"$*,8%,3 (/ µ7), 8#7+ "µ<"9$%, #'(3 *9, #' K,>µG -57-

60 ?$789µ'<'%7873 #5+ B!),<G #' Bµ/µ,, 8#7+,H9'2G*787 "<#6 <,$,*G+#5+ 8?"#9:6 µ" #7 2"9#'($*%, #'(, '!& -%# "#,? -)µ!6%&'( +3;%)µ! %#8 %3("#8 +"&'#&6560!* %)* 8")3+-0!* -+ µ+,,#6%&':* !-0+*. ; #1#,$#7 (<'"+G#7#,,@'$6 *"+9:6 8#' &7µG89' #'µ1, :,9 8(*:":$9µ1+, 8#' K,>µG 8(µ@5+%,3 1H9 8(*:":$9µ1+5+,<GM"5+ <'( 8(8?"#%L'+#,9 µ",(#g '5>K>BI=@C= 7>76µANDN -,#G<9+ #73 '2':2/$5873 #5+ 8(+"+#"=H"5+ :,9 #73 8(*:1+#$5873 #5+ "$5#7µ,#'2'*%5+ (#' µ"*,2=#"$' µ1$'3 8(*:"+#$D>7:" µ" #7+,<"(>"%,3 72":#$'+9:/ (<'K'2/ #'( µ185 #73 google forms :,9 #' (<G2'9<' µ1$'3 8(*:"+#$D>7:" &9, LD873 µ"2"#7#/ <"26#7), <$,*µ,#'<'9/>7:" 12"*?'3,+,@'$9:6 µ" #7+ <27$G#7#,, #7 8(+1<"9, :,9 #7+,27>'@6+"9, #5+,<,+#/8"5+ :,9,:'2'=>78" 7 :5&9:'<'%787 :,9 7 µ"#,@'$6 #'(3 8" "9&9:6 &9,µ'$@5µ1+7 :'9+5+9'2'*9:/ µ/#$, #'( 8#,#98#9:'= <,:1#'( *9, #93 :'9+5+9:13 "<98#/µ"3 S.P.S.S. ; "<"H"$*,8%, #5+ <'8'#9:D+ &"&'µ1+5+ H":%+78" '(89,8#9:6 µ" '$98µ1+'(3,$?9:'=3 "21*?'(3 :,9 "9&9:G#"$, µ" #'+ 12"*?',H9'<98#%,3 :,9 "*:($G#7#,3, "+D,:'2'=>78" 7 <"$9*$,@9:/ 8#,#98#9:/,+62(87 K,89:D+ µ"#,k27#d+ #73 1$"(+,3. J" #7 µ1>'&' #73 <"$9*$,@9:/3 8#,#98#9:/3,+62(873 "H6*'+#,9 <'2= K,89:6 8(µ<"$68µ,#, *9, µ"µ'+5µ1+"3 µ"#,k27#13 "+D G<53,+,@1$"9 :,9 ' 096$&'3 (1997) 7,+62(87 53 <$'3 µ"#,k27#13 :2"9&96 :$%+"#,9,<,$,%#7#7 *9, #7+ ":<G+787 #73 1$"(+,3 :,9,<'#"2"% #' <$D#' 8#6&9' :6>" 8#,#98#9:/3,+62(873. B12'3, :,9 <'2= 87µ,+#9:G 8#' :"@62,9' #73,+62(873 #5+ &"&'µ1+5+ *%+"#,9 7 <,$'(8%,87 #5+ 8#,#98#9:D+,+,2=8"5+ 8#, &"&'µ1+, #73 1$"(+,3 :,9 "9&9:G#"$,:,+62(873 8(?+'#/#5+ (Frequencies Analysis),! #73 :,#7*'$9:/3,+62(873 8" :=$9"3 8(+98#D8"3 CAtPCA, (Categorical Principal Components Analysis) :,9! #73 &9K7µ,#9:/3,+62(873 8" 8(8#6&"3 TSCA (Two Step Cluster Analysis).! H <$D#7,<G #93 8#,#98#9:13 "<,*5*9:13 µ">g&'(3 (CAtPCA) <'(?$789µ'<'9/>7:" 8#7+ <,$'=8, µ"21#7 /#,+ 7 :,#7*'$9:/,+62(87 8" :=$9"3 8(+98#D8"3. ; #"?+9:/,(#/?$789µ'<'9/>7:" &9G#9 (</$?" µ"*62'3,$9>µg3 µ"#,k27#d+ ' '<'%'3 "µ<g&9l" 53 1+, K,>µG #7+,<'#"2"8µ,#9:/ "$µ7+"%, #5+ 8?18"5+ µ"#,h= (<':"9µ1+5+ :,9 µ"#,k27#d+. Q#89, µ" #'+ <"$9'$98µG #73 &9,8#,#9:G#7#,3 #5+,$?9:D+ µ"#,k27#d+ 8" 622"3 29*G#"$"3 M"(&'µ"#,K27#13, "<9#(*?6+"#,9 7 "(:'2G#"$7 "$µ7+"%, #5+ &=' -58-

61 <$':(<#'(8D+ 'µ,&'<'97µ1+5+ µ"#,k27#d+ (8(+98#58D+),< G#9 #5+,$?9:D+ µ"#,k27#d+ (SPSS, 2011). B12'3, 7 &9K7µ,#9:/,+62(87 (TSCA) 8" 8(8#6&"3 (!,$#,2%&'(, 2005) '&/*78" 8#'+ "+#'<98µG 8(8#6&5+ #5+ «<"2,#D+» ((<':"9µ1+5+),+62'*, µ" #93 &9,8#68"93 #'( <$'#=<'( <'( (9'>"#'=+ *9, #7+,<'#"2"8µ,#9:G#7#, :,9 7+,<'&'#9:G#7#,, :,>D3 :,9 µ9, 8"9$ µ,+#9:D+,#'µ9:D+?,$,:#7$98#9:D+. ; µ1>'&'3 "@,$µg8#7:" "<% #5+,<'#"2"8µ6#5+ #73 :,#7*'$9:/3,+62(873 8" :=$9"3 8(+98#D8"3 :,9 "9&9:G#"$,?$789µ'<'9D+#,3 #93 #9µ13 #5+ µ"#,k27#d+, *9, :6>" &968#,87, 53 8(+"?"%3 µ"#,k27#13 (SPSS, 2011) V<8Fµ=8= 7>6N86?6IC=E 0#7+ <,$'=8, 1$"(+, &G>7:" 9&9,%#"$7 <$'8'?/ 8#'(3 :,+G+"3 &"'+#'2'*%,3 "9&9:6 G8'+,@'$6 8#7+ #73 1$"(+,3 G<'( #7$/>7:" 7,+5+(µ%, #5+ <27$'@'$7#D+ :2"9&9D+ :,9 #5+ µ"2d+ #'( focus group. B, "$5#7µ,#'2G*9, #73 <'8'#9:/3 1$"(+,3 /#,+,+D+(µ, :,9 "µ<98#"(#9:6 (Babbie, 2011). B' 8(*:"+#$5>1+ &"%*µ, >"5$"%#,9 8?"#9:6 9:,+'<'97#9:G, (G<53 <$',+,@1$>7:" 8(*:"+#$D>7:,+ 111 "$5#7µ,#'2G*9,), '9 <9>,+G#"$'9 2G*'9 <'( '&/*78,+ 8#7 8(*:1+#$587,(#'= #'(,$9>µ'= #5+ "$5#7µ,#'2'*%5+ :,9 G?9 8" µ"*,2=#"$', "%+,9 '9 2,+>,8µ1+"3 72":#$'+9:13 &9"(>=+8"93, 7,&9,@'$%, «<"2,#D+» *9, #7 8(µ<2/$587 "$5#7µ,#'2'*%'( '<'9'(&/<'#" >1µ,#'3, 7 µ7 =<,$H7?$G+'( #5+ &(+7#9:D+ <"2,#D+ <,$6 #' 8=+#'µ' µ18'?$g+' 8(µ<2/$5873 #'(. 3.2,>?A8< 5>BC58D@<E Y9, #7+ "<%#"(H7 #'( 8:'<'= :,9 #5+ 8#G?5+ #73 &9,#$9K/3 "<921?>7:" 53 µ+,:%) "+30"%5-)* #' '!& C#83&-µ#? %)* =&+?/86-)* G6>"%81)* %)* J!,'&$&'7* (D.@.J.) %)* D+3&4:3+&!* M+6%3&'7* R!'+$#60!* (!.-.J). B' Bµ/µ, 12 "%+,9,$µG&9' '8305* *9, #7+ %&$(87, 2"9#'($*%, :,9 2=87 #5+,+5+=µ5+ "#,9$9D+ :,9 2'9<6 >1µ,#, <'(,@'$'=+ 8",(#13, #7 &9"+1$*"9, "21*?5+ :,9 8" <"$%<#587 <,$,K68"5+ #7+ "<9K'2/ <$'8#%µ5+ (<"$9<#D8"93 <,$,<2,+7#9:D+ 12

62 ":<#D8"5+,,+,:$9K/3 #9µ'2G*787 / <$'12"(87 <$'\G+#5+,,*,>D+), #7+ 'µ,2/ 2"9#'($*%, #73,*'$63, #'+ 12"*?' #73 :,+'+9:G#7#,3 #5+ #9µD+ <,$"?'µ1+5+ (<7$"89D+ :,>D3 :,9 *9, >1µ,#, "@,$µ'*/3 <$'*$,µµ6#5+ #'($98#9:/3,+6<#(H73. B' Bµ/µ, )µ<'$%'( :,9 B'($98µ'= G8'+,@'$6 #'(3,+>$D<9+'(3 <G$'(3 8#"2"?D+"#,9,<G #$"93 (3) (<,22/2'(3 (&=' #,:#9:'=3 :,9 1+,+ 4.A.E.I.) : 1. Q+,+ (<62272' :26&'(!,+"<98#7µ9,:/3 ):<,%&"(873 (!.).) "9&9:G#7#,3!27$'@'$9:/3, #,:#9:G3 (<62272'3. I +6,(25 8">,,),#*!-'+0 '!& "!3>,,),! '!/7'#6%! -%# P3!4+0# G6%&"+3&4+3+&>3.) J!,'&$&'7*, '!%("&6 -.+%&';6!"#4>-+56 %#8!3µ#$0#8 L")3+-&!'#? H8µ9#8,0#8. 2. J%, (<62272' :26&'( B"?+'2'*9:/3 ):<,%&"(873 (B.).) "9&9:G#7#,3 B"?+'2'*%,3 B$'@%µ5+, #,:#9:/ (<62272'3 3. J%, (<62272' :26&'( B"?+'2'*9:/3 ):<,%&"(873 (B.).) "9&9:G#7#,3 A9'9:7#9:'=.'*98#9:'=, 4.A.E.I. µ",<g :'9+'= :,>/:'+#,,226 :,9 µ"µ'+5µ1+, *9, #'+ :,>1+, H"?5$98#6,,µ"9KGµ"+'9 µ7+9,%,,<g #7+ )+9,%, E$?/!27$5µ/3 #'( R<'($*"%'( C9:'+'µ9:D+ (R!.C4.C.) 0#' #µ/µ, &"+ (<6$?"9 Bµ7µ,#6$?73. E(#G 8(µK,%+"9 &9G#9 ' C$*,+98µG3 #73!.-.J.,,<G #7+,$?/ #73 2"9#'($*%,3 #'(,,<1:2"98" "9&9:G#7#"3 <'( &=+,#,9 +, <$'a8#,+#,9 8#' (<G µ"21#7 Bµ/µ,. )&D <$1<"9 +, 87µ"95>"% G#9 ' +1'3 #$'<'<'97µ1+'3 '$*,+98µG3 #73!.-.J. &7µ'89"=>7:" >"$,<"='+#,3 # ,K2"M%"3 (Z)- #. N / 4302/ ) :,9 #' Bµ/µ, µ"#'+'µ6l"#,9 8" Bµ/µ, )µ<'$%'( :,9 E+5+=µ5+ )#,9$9D+ :,9 7 A9"=>(+87 <'(,+/:"9 A9"=>(+87 E+6<#(H73 :,9!"$9K622'+#'3. 07µ"95#1'+ &", G#9 ' +1'3 '$*,+98µG3,<1:'M" #',+#9:"%µ"+' #'( #'($98µ'=,<G #' (<G µ"21#7 Bµ/µ,. -,#6 #, 2'9<6 #,,+#9:"%µ"+, 1µ"9+,+ 53 "%?,+,?5$%3 <"$,9#1$5 <$'8>/:7. C '$*,+98µG3 8#"*6L"#,9 8" 9&9G:#7#' :#%$9', :,9 G2, #, 2"9#'($*9:6 1H'&, <'(,<,9#'=+#,9 *9, #7+ "=$(>µ7 2"9#'($*%, #'( :,2=<#'+#,9 µ185 #'(!$'*$6µµ,#'3 #5+ -"+#$9:D+ E(#'#"2D+!G$5+ (-.E.!.) #73!.-.J. G<'( '9?$7µ,#'&'#/8"93,(#13 &9,+1µ'+#,9 '$>'2'*9:6 8#93!"$9@"$"9,:13 )+G#7#"3 <'(,<,$#%L'(+ #7+!.-.J. C9 <G$'9 *9, #'+ "+ 2G*5 '$*,+98µG "%+,9 #, 9&9G:#7#, *$,@"%, #'(, #' (<7$"89,:G,(#':%+7#' <'(?$789µ'<'9"%#,9 *9, #93,+6*:"3 ":#G3 1&$,3 #

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64 µ" #7+,+62(87 8#' #73 &9'9:"%#,9 µ" 8#G?'(3 <$'8&%&'+#,3 <$'8#9>1µ"+7,H%,, #7$'(µ1+5+ #5+,+,2'*9D+, 2G*5 #73 (<'8#"21?5873 #73. 0#7+ 98#'8"2%&, -"+#$9:/3 J,:"&'+%,3, (<6$?"9 '2':27$5µ1+' #' '$*,+G*$,µµ, #73, G<'( µ<'$"% :,+"%3 +,,+#2/8"9 *9, #7+ '$*6+58/ #73, G<'(,<G #' '$*,+G*$,µµ, <'( (<6$?"9 '2':27$5µ1+' 8#'+,+5#1$5 8=+&"8µ', &=' "9:G+"3 <$':"9µ1+'( +,,<'#(<5>"% #' (<G µ"21#7 #µ/µ,. -,#G<9+ <,$,#7$/8"53 #'( '$*,+'*$6µµ,#'3, 8">3.+& -)µ+0#!-86:.+&!*, µ"#,h= #73 <$D#73 "9:G+,3 7 '$*,+5#9:/ &96$>$587 :6#5,<G #'+!"$9@"$"96$?7, G<'(,+/:'(+ #, Y$,@"%, E+#9<"$9@"$"9,$?D+, :,9 8#' "<Gµ"+' "<%<"&' 7 S'µ9:/ R<7$"8%,, 7 E(#'#"2/3 A9"=>(+87!'29#9:/3!$'8#,8%,3, #' E(#'#"213 Bµ/µ, )85#"$9:'= )21*?'(, #' E(#'#"213 Bµ/µ,!EJ!0)E, #' E(#'#"213 Y$,@"%' B=<'( :,9 A7µ'8%5+ 0?18"5+ :,9 "&D >, 1<$"<" +, (<6$?'(+ 8#' '$*,+G*$,µµ, 8?"&9,8#9:6 '9 Y"+9:13 A9"(>=+8"93 : 1. E+,<#(H9,:'=!$'*$,µµ,#98µ'=,!"$9K622'+#'3 :,9 R<'&'µD+. 2. )85#"$9:/3."9#'($*%,3. 3.!"$9@"$"9,:/3 E*$'#9:/3 C9:'+'µ%,3 :,9 -#7+9,#$9:/3. 4. A9"=>(+87 E+6<#(H J"#,@'$D+ :,9 )<9:'9+5+9D+. 6.A7µG89,3 R*"%,3 :,9 -'9+5+9:/3 J1$9µ+,3. Q#89 2'9<G+ 8#7 Y"+9:/ A9"=>(+87 E+6<#(H73 (<6*'+#,9 '$*,+5#9:6 '9 =&+8/?6-+&* G6>"%81)* ;µ,>%,3, -92:%3,!122,3,!9"$%,3, 0"$$D+, J!,'&$&'7* :,9 8#7+ :6>"!"$9@"$"9,:/ )+G#7#, (<6*'+#,9 '$*,+5#9:6 #, "H/3 Bµ/µ,#, : 1) I'$/*7873 E&"9D+, E+6<#(H73, )+1$*"9,3 :,9 Z(89:D+!G$5+, 2) )<,**12µ,#'3, 3) )µ<'$%'( :,9 B'($98µ'=, 4) A9, N%'( J6>7873,!,9&"%,3 :,9 E<,8?G27873, 5) Y$,µµ,#"9,:/3 R<'8#/$9H73-62-

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79 ,<G #'?$G+' &9":<"$,%5873 #'(,9#/µ,#'3 #'(3. C9 29*'8#'% <'( &"+ /#,+ 9:,+'<'97µ1+'9,<1&58,+ #7+?$'+9:/ :,>(8#1$787 :($%53 8#, <'226,+#9:"%µ"+, #73 (<7$"8%,3 :,9 8#7+ 122"9M7,+>$5<%+'( &(+,µ9:'=. E(#/ 7 <,$,#/$787 "<9K"K,9D+"#,9 :,9 8#' 8=+'2' #5+ "$5#Dµ"+5+, "%#" &72,&/ 8(+"$*68#7:,+ µ18, 8#' 2016 "%#" <,29G#"$,, :,>D3 <'8'8#G 62,2 % #'( &"%*µ,#'3 &/258" G#9 >"5$"% #' Bµ/µ, (<'8#"2"?5µ1+'. =&>23!µµ! 14 :H%>-+&* %# +0/".B/!#7; 3&38 C&38 #;)- 3&78 #;)- 3&38!#7; 3&78!4"& 6#7; 3&78?6#@#)'3()*)&, &6#)-7-$µ&)'3()*)& Aµ8µ&)#9 <0=$* &0)'3-'µ>0#2 26&7787/0 52µ6-"',#"4 26&7787/0 520-"+&$.& 26&7787/0 µ-)&:; )# "+&$.& 26&7787/0 µ- 6#7.)-9 1-')#2"+'3()*)&, 40-$* +"&,-./0!"#$%&$'µ()*)& +"&,-./0 0,0 10,0 20,0 30,0 40,0 50,0 60,0 70,0 80,0 90,0 100,0 (!7*/: W&9, "<"H"$*,8%,) EH9'2'*D+#,3 #7+ "µ<"9$%, 8(+,22,*/3 µ" #' Bµ/µ, G2,,(#6 #,?$G+9, '9 "$5#Dµ"+'9 *"+9:G#"$, #'<'>"#'=+ #7 8(µ<"$9@'$6 #5+ (<,22/25+ 8#' (M72G#"$' <'8'8#G (<6$, <'2= :,2/ 54,1% :,9 <'2= :,2/ 26.1% ) #7+ 8(µ<"$9@'$6 #5+ (<,22/25+ :,9 #7+ 8(+"$*,8%, #5+ (<,22/25+ µ" #'(3 <'2%#"3 (<6$, <'2= :,2/ 48.6% :,9 <'2= :,2/ 32.4%) "+D #7+,<'#"2"8µ,#9:G#7#, :,9 #7+,<'&'#9:G#7#, #'( Bµ/µ,#'3 (<6$, <'2= :,2/ 33.3% :,9 <'2= :,2/ 43.2%). C2':27$D+'+#,3 #, >1µ,#, 8(+"$*,8%,3 &9,<98#D+"#,9 G#9 '9 <"$988G#"$'9 (48,6%) "<9>(µ'=+ 8(+"$*,8%, µ" #' Bµ/µ, µ185 M7@9,:/3 <2,#@G$µ,3. D!3!$#-&!':* µ:/#$#& +"&'#&6560!*.530* %).37-) %+.6#,#20!* (@OCG, %),:456# '!& $&! A;-)*)!6:3.#6%!& -%# 14,4%. -77-

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81 (<':"9µ1+5+ :,9 µ"#,k27#d+. Q#89, µ" #'+ <"$9'$98µG #73 &9,8#,#9:G#7#,3 #5+,$?9:D+ µ"#,k27#d+ 8" 622"3 29*G#"$"3 M"(&'µ"#,K27#13, "<9#(*?6+"#,9 7 "(:'2G#"$7 "$µ7+"%, #5+ &=' <$':(<#'(8D+ 'µ,&'<'97µ1+5+ µ"#,k27#d+ (8(+98#58D+),< G#9 #5+,$?9:D+ µ"#,k27#d+ (!,$#,2%&'(, 2005). C9 µ"#,k27#13 <'(?$789µ'<'9/>7:,+ 8#7+,+62(87 :,9 :2/>7:,+ +,,H9'2'*/8'(+ '9 "$5#7>1+#"3 8" <"+#,K6>µ9, :2%µ,:, Likert (1=:,>G2'(, 2=<'2= 2%*', 3='=#" 2%*' / '=#" <'2=, 4=<'2= :,9 5=<6$, <'2=) :,9 8#7+ '(8%, "<7$"6L'(+ #7+,<'&'#9:G#7#, :,9,<'#"2"8µ,#9:G#7#, /#,+: a) =&!3'7* +"&µ(345-) 8"!,,7,56 b) W"!31) 6#µ#,#20!* "+30 -%#.#/+-0!* c) X,,+&B) %8"#"#0)-)* $&!$&'!-&;6 d) G1&#,(2)-) "3#-5"&'#? e) =&!3/35%&':* µ+%!338/µ0-+&* f) D+3&'#":* "3#-5"&'#? g) D#,86#µ0! P3!4+&#'3!%0! h) G$86!µ0! 8")3+-&;6 6!!4#82'3>A#6%!& %! "!3>"#6! i) C!.?%)%! $&+'"+3!05-)* 8"#/:-+56 j) R#6%:,# -8µµ+%#.&'7* $&#0')-)* k) <,+'%3#6&'7 =&!'89:36)-) l) M+6%3&'7 J3)µ!%#$(%)-) #) R)?"!31) '&67%356 ; <$'8,$µ'8#9:G#7#, #'( <$'*$6µµ,#'3 #73 :,#7*'$9:/3,+62(873 8" :=$9"3 8(+98#D8"3 '2':27$D>7:", µ" #7+,<'µ6:$(+87 #5+,:$,%5+ #9µD+, µ"#6,<g 18 "<,+,2/M"93 :,9 µ" #7+ "<%#"(H7 #'( :$9#7$%'( 8=*:29873 (#9µ/3 0,00001). )CN=:=E... Iteration History Cat PCA Variance Accounted For Loss Centroid Restriction of Centroid Iteration Number Total Increase Total Coordinates to Vector Coordinates 0 a 4,994727, , , , b 6,207442, , , , a. Iteration 0 displays the statistics of the solution with all variables, except variables with optimal scaling level Multiple Nominal, treated as numerical. b. The iteration process stopped because the convergence test value was reached. H 2=87 &=' &9,8#68"5+ 1&58" #9µ13?,$,:#7$98#9:D+ $9LD+ '9 '<'%"3 &72D+'(+ G#9 #' 8(+'29:6 "H7*'=µ"+' <'8'8#G #73 &9,:=µ,+873,+1$?"#,9 8" 47,75%. P8'+,@'$6 8#7+,+62(87,H9'<98#%,3 #5+ µ"#,k27#d+, 7 #9µ/ #'( 8(+#"2"8#/,H9'<98#%,3-79-

82 (a-cronbach) µ" K687 #7+ #9µ/ #73?,$,:#7$98#9:/3 $%L,3,,+1$?"#,9 8" 0,909 :,9 "%+,9 <'2= (M72/. Model Summary Variance Accounted For Cronbach's Total Dimension Alpha (Eigenvalue) % of Variance 1,755 3,301 25,391 2,711 2,907 22,359 Total,909 a 6,207 47,750 a. Total Cronbach's Alpha is based on the total Eigenvalue. P<53 &9,@,%+"#,9 :,9,<G #' &96*$,µµ, 15 :,9 #'+ <%+,:, 8#7+ <$D#7 8(+98#D8,,+/:'(+ '9 µ"#,k27#13 (g, h, k,) &72,&/ 7 ),+'%3#6&'7 $&!'89:36)-), ) "#,86#µ0! 23!4+&#'3!%0! :,9 7!6+">3'+&! %56 8")3+-&;6 6!!4#82'3>A#6%!& %! "!3>"#6! %56 "#,&%;6. 0#7+ &"=#"$7 8(+98#D8,!67'#86 #& 8"(,#&"#& µ+ '83&(%+3+* %)6 X,,+&B) %8"#"#0)-)* $&!$&'!-&;6 '!& %)6 G1&#,(2)-) "3#-5"&'#?. #5+ #$9D+ 8(+98#58D+ :,>'$%L'(+ :,9 #7+ #,(#'<'%78/ #'(3. Q#89, 7 <$D#7 8(+98#D8, &"9:#D+,<'&'#9:G#7#,3?,$,:#7$%L"#,9 µ" #' G+'µ, «-2,889:'% &"%:#"3» :,9 8(+&1"#,9 µ" &"%:#"3,<'&'#9:G#7#,3 <'(,@'$'=+ 8" :2,889:13 &9,8#68"93 #73 2"9#'($*%,3 #'( C$*,+98µ'= ; &"=#"$7 8(+98#D8,,@'$6 8#7+,<'&'#9:G#7#, 7 '<'%, "<7$"6L"#,9,<G #7+,&(+,µ%, #5+ (<7$"89D+ +, µ"#'(89d+'(+ 8" &$68"93 #, <,$6<'+, #5+ <'29#D+ :,9 #7+ *$,@"9':$,#%,, &(' &"%:#"3 '9 '<'%'9 8(+&1'+#,9 6µ"8, µ" #7?$/87 B!) :,9 1#89 7 &968#,87,(#/ µ<'$"% +,?,$,:#7$98#"% 53 «;2":#$'+9:/ &9,:(K1$+787». -80-

83 =&>23!µµ! 15 :H?6/+-) %56 '30-&µ56 "!3!2(6%56 -+ '?3&+* -86&-%;-+* (!7*/: W&9, "<"H"$*,8%,)!"#$%$&...Component Loadings Dimension 1 2!"#$%&' ()"µ*$+,-. /)#00&0,1,559,288 2)#$3. 14µ40456#' )($ (-6#',484,369!""#$%& '()*)*+&,&-.$/.$0/,$12,730 -,103 34$*"56&,& )7*,8)$0*9,659 -,038!"#$9$,7"%:' µ(7#$$/9µ6-("',563,233 ;($"%4):' )$4-,)"%4<,473 -,106!'()#'µ"$ *+$,-.'%+$/"$ -,002,900 01)#$µ"$ ) # #$ $,')6%+78'#/$. /$ 2$+72'#$ -,063,945 :/;9'&'/.$#0)#7/+8,&- ()*<=,#82,641,072 >*2'="*,(µµ#'*;$0?-.$*+0&,&-,641 -,230 9(-%/+'#.%: ;.$%)<=+#343 -,090,883 =(17$"%& <)#$3. %"1&7$,1,518 -,

84 @> «5>?=8TN» C2':27$D+'+#,3 #93,+,2=8"93 #73 <'8'#9:/3 1$"(+,3 µ" #7+ (<G>"87 G#9 &"+ 1?'(+ G2'9 '9 <"26#"3 #, %&9,?,$,:#7$98#9:6 :,9 #93 %&9"3,+6*:"3 <$,*µ,#'<'9/>7:" ' <$'8&9'$98µG3 8(8#6&5+ 'µ'"9&d+ <,$,#7$/8"5+ (<"2,#D+) µ" #7?$/87 #73 #"?+9:/3 &9K7µ,#9:/3,+62(873 8" 8(8#6&"3 (two step cluster analysis). ;,+62(87,(#/ 8" 'µ6&, µ"#,k27#d+ 8#7 8(+"?/ µ"#,k27#/ ),&'0! :,9 8#93 :,#7*'$9:13 µ"#,k27#13:,) 7 =<,$H7 +'µ'2'*%,3 <"$% 8#'?'>"8%,3 K) #' "<6**"2µ, *) 7 &9,$:/3 "<9µG$@587 #5+ (<,22/25+ &) #' "<%<"&' ":<,%&"(873 ") 7,H9'2G*787 #'( <$'85<9:'= 8#) 7 72":#$'+9:/ &9,:(K1$+787 B' <$G*$,µµ, #73 &9K7µ,#9:/3,+62(873 8" 8(8#6&"3 #,H9+Gµ78" #93 <,$,#7$/8"93 8" #$"93 8(8#6&"3, 53 6$98#7 2=87. )9&9:G#"$,,,<G # <,$,#7$/8"93, <'8'8#G 25.2% "+#688"#,9 8#7+ <$D#7 8(8#6&,, 38.7% 8#7 &"=#"$7 :,9 36% 8#7+ #$%#7 8(8#6&,, (K21<" &96*$,µµ, 16). =&>23!µµ! 16 :G"#%+,:-µ!%! =&9)µ!%&'7*!6>,8-)* %>$+* (!7*/: W&9, "<"H"$*,8%,) U3 <$'3 #7 8?"#9:/ 87µ,8%, #5+ µ"#,k27#d+ 8#' 8?7µ,#98µG #5+ <,$,<6+5 8(8#6&5+, '9,<"9:'+%8"93 #'( 8?/µ,#'3 17 &"%?+'(+ G#9 7 µ"#,k27#/3 #73 8(µ@5+%,3 <"$% "<%&$,873 #73,<'&'#9:G#7#,3-,<'#"2"8µ,#9:G#7#,3 µ" K687 #7+ =<,$H7 +'µ'2'*%,3 <"$% 8#'?'>"8%,3 :,9 #' "<6**"2µ, #'( <"26#7 "%+,9 '9 &(' :=$9"3 µ"#,k27#13 <'( :,>'$%L'(+ :,9 #93 &9,@'$'<'9/8"93 µ"#,h= #5+ #=<5+/8(8#6&

85 =&>23!µµ! 17 :H)µ!6%&'(%)%! "3(9,+B)* %56 µ+%!9,)%;6 -%# -.)µ!%&-µ( -8-%>$56 P<53 <,$,#7$"%#,9 :,9 8#' &96*$,µµ, 18 (<6$?'(+ #$"93 &9,:$9#13 'µ6&"3 <"2,#D+ (clusters). X":9+D+#,3,<G #7 &"=#"$7 'µ6&,,(#/ <"$92,µK6+"9 #'(3 <"26#"3- &7µG89'(3 (<,22/2'(3 '9 '<'%'9 "%+,9 '9 µ"*,2=#"$'9 8" 729:%, :,9 '9 29*G#"$' '9 µ98'% µg+' ": #5+ '<'%5+ >"5$'=+ #7+,H9'2G*787 #'( <$'85<9:'= <6$, <'2= 87µ,+#9:/ 8#7+ "<9$$'/ #73,<'&'#9:G#7#,3. 0?"#9:6 µ" #7+,+6*:7 72":#$'+9:/3 &9,:(K1$+7873 :,9 #7 8(µK'2/ #73 8#7+,<'&'#9:G#7#, #'( G#9 G#9 "<7$"6L"9 <6$, <'2= "+D 7 8#'?'>"8%, :,#1?"9 '(&1#"$7 >187. B, 622, &(' cluster "%+,9 '9 9&95#9:'% (<62272'9 µ" 87µ,+#9:G#"$7 &9,@'$6 #7 8#687 #'(3,<1+,+#9 8#7+ 72":#$'+9:/ &9,:(K1$ :$9#/$9' µ1#$7873 #73,<'&'#9:G#7#,3,226 :,9 #' "<%<"&' ":<,%&"(873 #'(3. A72,&/ 8#' <$D#' cluster 7 72":#$'+9:/ &9,:(K1$+787,<'2,µK6+"9 <'8'8#G 82% G#,+ 8#' #$%#' µg293 #' 50%. 0",(#G #' cluster "<%873 <"$92,µK6+'+#,9 '9 <"26#"3 µ" #' (M72G#"$' "<%<"&' ":<,%&"(873. E+,2(#9:6 #' <$'@%2 :6>" 'µ6&,3 <"$9*$6@"#,9 8#, &9,*$6µµ,#, 8#'!EOEOB;JE. -83-

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87 5 8<E AB>GN=E :=9 µ>??6n89:ae >B>GN<89:AE B12'3 :,9 :2"%+'+#,3 #7+ <,$'=8, µ"#,<#(?9,:/ &9,#$9K/ <,$,#%>"+#,9 53 :,#5#1$5 #, <$':=<#'+#, 8(µ<"$68µ,#, :,>D3 :,9 '9 <"$9'$98µ'% #73 1$"(+,3 :,9 '9 µ"22'+#9:13 "$"(+7#9:13 :,#"(>=+8" O &7µG89'3 #'µ1,3,<'#"2"% 1+, +"($,2*9:G #µ/µ, 8#93 '9:'+'µ%"3 #5+ :$,#D+,+6 #'+ :G8µ', G<'( '9 '$>'2'*9:'%?"9$98µ'% 8#, L7#/µ,#, <'(,<'$$1'(+,<G #'( (8=+#,H7 +Gµ5+, &9,?"%$987,+>$5<%+5+ <G$5+ :.,.) :,9 5>"% #93 '9:'+'µ%"3 +,,+,<#=88'+#,9 µ" *$/*'$'(3 $(>µ'=3 (/ #93 K(>%L"9). ; '$9'>1#787 #'( "<9>(µ7#'= µ"*1>'(3 #'( "%+,9 >1µ, K,$(8/µ,+#', "@G8'+ #' <$':=<#'+ '9:'+'µ9:G µ1*">'3 #5+ &,<,+D+ #'( "%+,9 &(8,+62'*' µ" #7+ <,$,*5*9:G#7#, #'(.!'22'% &" "%+,9,(#'% <'( 8(+&1'(+ #,?$7µ,#9:6 "22"%µµ,#, µ" #7+ :$%87?$1'(3 #73?D$,3. J"*62' <2/*µ, "<%873 7,+,<'#"2"8µ,#9:G#7#, #'( :,9 7 µ7,<'&'#9:g#7#, #'(. C9 +1"3 #"?+'2'*%"3 1?'(+ "9812>"9 8#' <"&%' #'( A7µ'8%'(, "<9@1$'+#,3,+,&9,$>$D8"93, µ"#,$$(>µ%8"93 :,9 <$'8,$µ'*13 #5+ &9,&9:,89D+ "H(<7$1#7873 #'( <'2%#7 :,9 8" G#9 "<9K622"9 7 M7@9,:/ "<'?/ 8#' 8=*?$'+' "($5<,\:G <2,%89'. )<'µ1+53 :,9 7 +''#$'<%, #5+ (<7$"#'=+#5+ &7µ'8%5+ (<,22/25+,226L"9 8#,&9,:6, <"$9'$%L'+#,9 '9,&9,@,+"%3 &9,&9:,8%"3 8(+,22,*D+ µ" #'(3 <'2%#"3 :, , µ"*62' K,>µG <"$9'$%L"#,9 7 *$,@"9':$,#%,. 0#7+ <,$'=8, &9,#$9K/ 1*9+" <$'8<6>"9, +,,<,+#7>"% #' K,89:G "$"(+7#9:G "$D#7µ, <'(,@'$'=8" 8#7+,<'&'#9:G#7#,-,<'#"2"8µ,#9:G#7#, #'( &7µG89'( #'µ1, :,9 #5+ <,$,*G+#5+ <'( #7+ "<7$"6L'(+,226 :,9 #5+ &$68"5+ <'( µ<'$'=+ +, 27@>'=+ <$'3 #7+ :,#"=>(+87 #73 K"2#%5873,(#D+. J18,,<G #7 µ"21#7 <"$%<#5873 #'( Bµ/µ,#'3 )µ<'$%'( :,9 B'($98µ'= #73!) I,2:9&9:/3 :,9 µ" K687 #' 8:'<G :,9 #'(3 "<9µ1$'(3 8#G?'(3 <$'1:(M,+ #,,:G2'(>, 8(µ<"$68µ,#,. C '$*,+98µG3 K$%8:"#,9 8" 9:,+'<'97#9:G "<%<"&'?$/873 #"?+'2'*9:D+ / M7@9,:D+ 8(8#7µ6#5+, G<53 "<9#688"9 7 87µ"$9+/ "<'?/ 8#, <2,%89, #73 72":#$'+9:/3-85-

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90 E:Gµ7 >, <$1<"9 +, #'+98>"% G#9 1+, <'2= 87µ,+#9:G <'8'8#G <"2,#D+ :,#1&"9H" G#9 <,$6 #' *"*'+G3 #73 µ7 *+D873 #5+ 8#G?5+ #'( '$*,+98µ'= (1# ), G#9 :,2D3 "#1>78,+. )<%873 7 =<,$H7 +'µ'2'*%,3 <"$% 8#'?'>"8%,3,+ :,9 8(*:"+#$D+"9 µ"*62' <'8'8#G, "%+,9 µ9:$g#"$',<g #'(3 622'(3 6H'+"3 "@G8'+ "%+,9 :6#9 «H1+'» *9,(#'=3 +, µ7+ #'(3,@'$6 87µ,+#9:6. )+ :,#,:2"%&9 ' "+#'<98µG3 #5+ <,$,*G+#5+ <'( "<7$"6L'(+ #7+,<'&'#9:G#7#, :,9 #7+,<'#"2"8µ,#9:G#7#, "%+,9 &(+,#G+ +, K'7>/8'(+ 8" >1µ,#, &9,?"%$ )>B96B9@µ6C 8<E AB>GN=E :=9 69 µ>??6n89:ae >B>GN<89:AE :=8>GQHN@>9E J%, 87µ,+#9:/ <$G#,87 *9, #7+ <"$,9#1$5 1$"(+, "%+,9 '9 8(*:":$9µ1+'9 <$'K27µ,#98µ'% +,,<"(>(+>'=+ 8" <"$988G#"$'(3 <"26#"3 (:,9 G?9 8" <"$9'$98µ1+' &"%*µ,) D8#" +, :,#,@,+"%,+ #, <$':=<#'+#,,<'#"218µ,#, 8(*:2%+'(+ µ",(#6 #73 <,$'=8,3 &9,#$9K/3. )<% $"(+, µ<'$"% +, "<,+,27@>"% :,9 8#, Gµ'9, Bµ/µ,#, #5+ (<'2'%<5+!"$9@"$"9,:D+ )+'#/#5+ <$':"9µ1+'( +,,<'#(<5>'=+ #,,<'#"218µ,#, :,9 ' K,>µG3 8=*:29873,(#D+ µ" #,,<'#"218µ,#, <'( <,$/?>78,+,<G #' <,$G+ Bµ/µ, #73 I,2:9&9:/3. <'29#9:/3 >, <$1<"9 +,,@'(*:$,8#'=+ 8'K,$6 #,,<'#"218µ,#, #73 <,$'=8,3,226 :,9 #93 <$'#68"93 :,9 +, #93?$789µ'<'9/8'(+ 8" <$'*$6µµ,#,,+6<#(H73 #'( 8#$,#7*9:'= 8?"&9,8µ'= #73?D$,3,,226 :,9 +, :,#"(>(+>'=+ 8#93 <$'8<6>"9"3 *9, #7+ 98G#9µ7 µ"#,?"%$987 <'29#D+ 8#7 L5/ #'( :$6#'(3 :,9 8" 8(+&(,8µG µ" #93 (<7$"8%"3 +, :,#,@1$'(+ +, "+8#"$+98#'=+ #, <,$6<'+, #5+ <'29#D+ &7µ9'($*D+#,3 &$68"93 <$'3 #7+ >"$6<"(87 #'(

91 P9J?96IB=UC= - Q&9,&#23!40! 1. E<'8#'26:73 4.,.'(:/3 )., I62,$73 4., (2008), ;2":#$'+9:/ A7µG89, A9'%:787 «I32>65-), %+.6#,#20! '!& +4!3µ#2:*», ):&G8"93!,<,L/ Y"5$*6:,3 -., (2014). 0#$,#7*9:13 )<92'*13 E+>$5<%+'( A(+,µ9:'= 8#7."9#'($*%, )<9?"9$/8"5+ (07µ"9D8"93), ):&G8"93 J-) B.).4. F"88,2%, @%&73, F. (2008).!'9'#9:13 µ1>'&'9 1$"(+,3 8#93 :'9+5+9:13 "<98#/µ"3. ):&G8"93 -O4B4-;, E>/+,. 4. -($9,L/ (1999), «< M#&656&#,#2&'7 X3+86!. M3&%&'7 +"&-'(")-) %56 µ+/($56 '!& %56 %+.6&';6», )227+9:6 Y$6µµ,#,, 147 1:&'87, E>/+,. 5..,L,$6:'3 Y., (2006), «C# $&'!05µ! %)* "3(-9!-)* -%) $)µ(-&! ",)3#4#30! G6#&.%7 =&#0')-) '!& M#&6560! %)* D,)3#4#30!*», Q:&'87 S'µ9:/3 N9K29'>/: J,:$(&7µ/#$73 E.,!$,K%#, J., (2012), «=)µ(-&! =&#0')-) H%#&.+0! $&#&')%&'7* #32>65-)*», ):&G8"93 0,::'=2,, B$%#7 1:&' J9?,2G<'(2'3 S., (2007), «< =)µ(-&! =&#0')-) -%)6 +"#.7 %56!"#%+,+-µ>%56», ):&G8"93!,<,L/ J<'($,+#63 A., (2002), «R>6!%Aµ+6%», ):&G8"93 J<1+'(. 9. J<'($,+#63 A.,!,<,2"H,+&$/ S. (2003) A9'%:787 E+>$5<%+5+!G$5+, ):&G8"93 J<1+'(. 10.!,*:6:73 Y., (1991), «@&-!2527 -%) $)µ(-&! $&#0')-)», ):&G8"93 0,::'=2, 11..!,$>"+G<'(2'3 S., (1997), «@,,)6&'7 =)µ(-&! =&#0')-) D3!'%&':* '!& D3##"%&':*», ):&G8"93 [/#7. 12.!,<,*"5$*%'( Y., (1998), «R:/#$#& -%)6 M#&656&#,#2&'7 :3+86!», ):&G8"93 B(<'>/#5 A,$&,+G3 Y. -89-

92 13.!,<,&7µ7#$%'( Y., J,:$(&7µ/#$73 E., (1991), «I +'-82.3#6&-µ(* %)* =)µ(-&!* =&#0')-)*», ):&G8"93 0,::'=2,. 14.!,<'=29,3 A., (2002), «< -%3!%)2&'7 =&#0')-) +"&.+& '!&!,,!2;6», ):&G8"93 -,8#,+9D#7. 15.!,$#,2%&'(, J. (2005), «< "3#%8"#"#0)-) 5* "!3>2#6%!*!6>"%81)* '!& "3#;/)-)* %#8 G23#%&'#? C#83&-µ#?» A9&,:#'$9:/ A9,#$9K/, E.!.F., Bµ/µ, Y"5<'+%,3, B'µ1,3 E*$'#9:/3 C9:'+'µ%,3, F"88,2'+%:7. 16.!"#$%&'( )., (2011), «=&#0')-) - Management» R&! +&-!252&'7 "3#-:22&-), ):&G8"93 «8'@%,», B$%#7 Q:&' !"#$%&'( )., (1993), «I 3(,#* %)*!1&#,(2)-)* %56!"#%+,+-µ>%56 %)* +"&µ(345-)* %56 $&#&')%&';6 -%+,+.;6 -%) $&+/67 '!& +,,)6&'7 "3!'%&'7», 6$>$', )<98#7µ'+9:/ )<"#7$%&,!,+"<98#7µ%'( J,:"&'+%,3. 18.!'µ<G$#873 E., (2005), «@&-!2527 -%)6 ),+'%3#6&'7 $&!'89:36)-) (E government)/ I µ+%!-.)µ!%&-µ(* %56,+&%#832&;6 '!& L")3+-&;6 %)* =)µ(-&!* =&#0')-)* -%)6 ):&G8"93 BL9G2, $&'3 Y., (1997), «J">'&'2'*%, E*$'#9:/3 -'9+5+9'2'*9:/3 Q$"(+,3», ):&G8"93 [/#7, F"88,2'+%: <7295#G<'(2'3!., J,:$(&7µ/#$73 E., (2001), «; &7µG89, &9'%:787 8#7+ )226&,», ):&G8"93 0,::'=2,. 21. Z,+,$9D#73!., (2000), «=)µ(-&! P3!4+&#'3!%0! D3##"%&':*», ):&G8"93 0#,µ'= I,263 Y., (1992), «@'"!0$+8-) '!&!6>"%81) -%+,+.;6 6:+* "3# &*», ):&G8"93 )..-).!E. 23. I(#/$73.., (2001), =&#0')-) G6/35"0656 D(356, ):&G8"93 Interbooks. 24. Babbie, E. (2011), «@&-!2527 -%)6 '#&656&'7 :3+86!», )<9µ12"9, [,@"9$G<'(2'3 -., ):&G8"93 -O4B4-;, 17 1:&'87, E>/+,. -90-

93 25. Schell, R., Hill, P.B. and Esser, E. (2014) R:/#$#& +µ"+&3&'7* '#&656&'7* :3+86!*, )<9µ12"9, S,*G<'(2'3 S., :,9 Y:9G8'3 Y., J"#. S,*G<'(2'3, S. ):&G8"93!$'<'µ<G3, 17 1:&'87, E>/+,. Y+6(2,5--) Q&9,&#23!40! 26. Berg, M., Meijerink, Y., Gras, M., Goossensen, A., Schellekens, W., Haeck, J., & Kingma, H. (2005). Feasibility first: developing public performance indicators on patient safety and clinical effectiveness for Dutch hospitals. Health Policy, 75(1), Brignall, S., & Modell, S. (2000). An institutional perspective on performance measurement and management in the new public sector. Management accounting research, 11(3), Carmen, A. (2014). Management by objectives. Ovidius University Annals, Economic Sciences Series, 14(1), Drucker P (1954). The Practice of Management. Harper and Row, New York. 30. Frøkjær, E., Hertzum, M., & Hornbæk, K. (2000, April). Measuring usability: are effectiveness, efficiency, and satisfaction really correlated?. In Proceedings of the SIGCHI conference on Human Factors in Computing Systems (pp ). ACM. 31. Gal A, (2011, December). Why people (Dis)like the Public Service : Citizen Perception of the Public Service and the NPM Doctrine, University of Haifa. 32. Jang, K. S., Kim, N. Y., Chung, K. H., & Kim, Y. M. (2005). An analysis on the contents and the trend of research of performance appraisal in Korea. Journal of Korean Academy of Nursing Administration, 11(1),

94 33. Jacobs, R., & Goddard, M. (2007). How do performance indicators add up? An examination of composite indicators in public services. Public Money and Management, 27(2), Krueger, R.A. & Casey, M. A., (2000). Focus Groups: A Practical Guide for Applied Research. 3rd ed. Thousand Oaks, CA: Sage Publications. 35. Kyriakopoulos, G. (2012). Half a century of management by objectives (MBO): A review. African Journal of Business Management, 6(5), Putnam, R. D. (1973). The political attitudes of senior civil servants in Western Europe: A preliminary report. British Journal of Political Science, 3(03), Ramkumar, M.a, Schoenherr, T.b, Jenamani, M.c (2016). Risk assessment of outsourcing e-procurement services: integrating SWOT analysis with a modified ANP-based fuzzy inference system. Production Planning and Control Volume 27, Issue 14,, pp SPSS (2011). IBM SPSS Statistics 20 Core System. User s Guide Whetten D. A. & Godfrey P., (1998). Identity in Organizations: Developing Theory through Conversations, Thousand Oaks, CA: Sage. 40. Zhang, W., & Wang, Y. (2008). Towards building a semantic grid for e- government applications. WSEAS Transactions on Computer Research, 3(4), K#µ#,#20! /1982 «X66#&! '!& #3&#/:%)-) $)µ#-0#8 %#µ:! (6$>$' 1 <,$. 6)» /1990 «@"!6#3&#/:%)-) %#8 $)µ#-0#8 %#µ:! (6$>$' 51)» -92-

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106 !"#$%&%'('#& )!*')#$%+,#& -'$$!(&*#.+$ /#!%,+,!%#.& )"&0"!,,!,'%!)%12#!.3* $)&1/3* «)(+"&4&"#.+.!# /#&#.+$+» %,+,!%3* )(+"&4&"#.+$.!# &#.&*&,#.3* ')#$%+,3* '"3%+,!%&(&0#& «)'(!%3*»!567689:;8<8= %6µA=,>?A8< : %µfµ= 'µ56bc6g :=9 ).'. 2=?:979:FE /95?Dµ=89:F 86G (6:6JC8< /<µ<8bc6g (!',: 546) '598B65F )(*"+%, -($*%&'(./&,,A?<: 0#,µ12' '8µ%&'( -($9,:/ -'$$!(&*#.+ #!*&1!"#&$

107 ,'"&$ )"3%&: 1)&."#$+ )!"!0&*%'$!)&%'('$,!%#.&%+%!$!)&/&%#.&%+%!$ $%& /+,&$#& %&,'! Q.1: 0NDBCX>8> 56G 86 %µfµ= 'µ56bc6g :=9 8<E ).'. 2=?:979:FE I9= ; 6!& [1]! (.& [2]!!N N=9 =5; 56G 86GE µrq=8>; :.!N ;M9 Q= QA?=8> N= 86GE INDBCX>8> >: 8DN 5B68ABDN; : 6!& [1]! (.& [2]! $8<N 5>BC58D@< N=9 :,> 5696GE 8B;56GE Q= QA?=8> IND@86569<Q6HN; Mailing list! News letter! 48#'8"2%&, Z'$1, (!.).I)! T22'. Q.2: /<?T@8> I9= 86GE / %6 %µfµ= 'µ56bc6g :=9 %6GB9@µ6H 5BA5>9 N= DE µ6n8a?6 979D89:AE >59M>9BF@>9E) H8µ456;!"(,8%! [5] H8µ456; [4] I?%+ -8µ456;/ I?%+ $&!456; [3] =&!456; [2] =&!456;!"(,8%! [1] )BA5>9 N= ICN>8=9 79=N6µF H8µ456; H8µ456; I?%+ =&!456; =&!456; -8µ456;/!"(,8%! -105-

108 µ> 8<N 86GE =5; 89E 5=B>M;µ>N>E [5] [4] I?%+ $&!456; [3] [2] [1] )BA5>9 N= :=Q9>BDQ>C H8µ456; H8µ456; I?%+ =&!456; =&!456; =86µ9:F :=B8A?=!"(,8%! -8µ456;/!"(,8%! G5=??F?6G / >59QGµ<8FE) I9= 86N 6BQ6?6I9:; [5] [4] I?%+ $&!456; [3] [2] [1] >59µ;BUD@<E =5; 5?>GBRE 8<E *= ICN>9 G56MB>D89:F L<U9=:FE G56IB=UFE =5; 5?>GBRE 8DN G5<B>86HN8DN H8µ456;!"(,8%! [5] H8µ456; [4] I?%+ -8µ456;/ I?%+ $&!456; =&!456; [2] =&!456;!"(,8%! [1] G5=??F?DN I9= 8<N [3] >IIBRUDN )BA5>9 N= ICN>8=9 7>9Iµ=86?<LC= =?:66?6HMDN N6µ; 2=?:979:FE (=5; H8µ456;!"(,8%! [5] H8µ456; [4] I?%+ -8µ456;/ I?%+ $&!456; =&!456; [2] =&!456;!"(,8%! [1] µ5=b/:=u>8ab9>e, :RJ>E [3] 568TN,?=Y:AE =I6BAE) H8µ456; H8µ456; I?%+ =&!456; =&!456; )BA5>9 N= ICN>8=9!"(,8%! -8µ456;/!"(,8%! 7>9Iµ=86?<LC= GIBTN =5; 5B=8FB9= [5] [4] I?%+ $&!456; [2] [1] 86G N6µ6H 2=?:979:FE [3] -106-

109 )BA5>9 N= ICN>8=9 79=N6µF H8µ456; H8µ456; I?%+ =&!456; =&!456; -8µ456;/!"(,8%! G5=??F?6GE 86G %µfµ=86e 'µ56bc6g µ> 8<N 86GE =5; 86N 8B;56 [5] [4] I?%+ $&!456; [3] [2] [1]?>986GBIC=E 8<E 86GE Q.3: $> 5696 J=Qµ; ; =B=:R8D 5=BRI6N8>E >5<B>RX6GN 8<N =567689:;8<8= :=9 86µA= D>3! "#,? D#,? I?%+ "#,?/ D#,?,02# M!/(,#8 /9=B:FE 8DN [5] [4] I?%+ O02# [2] [1] G5=??F?DN [3] + H5=BK< N6µ6?6IC=E 5>BC D>3! "#,? D#,? I?%+ "#,?/ D#,?,02# (;89 7<?=7F < =568>?>@µ=89:;8<8= :=9 < =567689:;8<8= 7>N [5] [4] I?%+ O02# [3] [2] [1] =568>?>C µ9= =??R µ9= 5?FB<E 6B96Q>8<µAN< Rµ>@= µ> 7>C:8>E S??>9L< 6B9@µANDN 8G5656C<@<E 79=79:=@9TN D>3! "#,? [5] D#,? [4] I?%+ "#,?/ I?%+ O02# D#,?,02# [2] M!/(,#8 µ> 5=B=:6?6HQ<@< [3] A?>IM6 7BR@>DN + 7B6µ6?6I6Hµ>N< D>3! "#,? D#,? I?%+ "#,?/ D#,?,02# M!/(,#8-107-

110 86µA= >N8;E >N;E 6BQ6?6I9:R =K96:B=89:6H [5] [4] I?%+ O02# [3] [2] [1] &9 86µA= D>3! "#,? [5] D#,? [4] I?%+ "#,?/ I?%+ O02# [3] D#,?,02# [2] M!/(,#8 [1] )9Q=NAE 8DN D>3! "#,? [5] D#,? [4] I?%+ "#,?/ I?%+ O02# D#,?,02# [2] M!/(,#8 [1] A:8=:8DN [3] D>3! "#,? D#,? I?%+ "#,?/ D#,?,02# M!/(,#8 )6?GN6µC= - 0B=U>96:B=8C= [5] [4] I?%+ O02# [3] [2] [1] + =N>5RB:>9= 8DN D>3! "#,? D#,? I?%+ "#,?/ D#,?,02# M!/(,#8 G5<B>@9TN N= 7BR@>9E :=8=IB=UFE 8= «5=BR56N=» [5] [4] I?%+ O02# [3] [2] [1] 56?98TN %=MH8<8= 79>:5>B=CD@<E G56QA@>DN >KG5<B>86Hµ>NDN 56?98TN D>3! "#,? [5] D#,? [4] I?%+ "#,?/ I?%+ O02# [3] D#,?,02# [2] M!/(,#8 [1] %6 D>3! "#,? D#,? I?%+ "#,?/ D#,?,02# M!/(,#8 796C:<@<E 7<?. 8DN =56UR@>DN ;56G [5] [4] I?%+ O02# [3] [2] [1] =G8; >CN=9 >U9:8; -108-

111 + NADN 8>MN6?6I9TN +?>:8B6N9:F D>3! "#,? [5] D#,? [4] I?%+ "#,?/ I?%+ O02# [3] D#,?,02# [2] M!/(,#8 [1] + =5B;@:658< MB<µ=867;8<@< 86G D>3! "#,? [5] D#,? [4] I?%+ "#,?/ I?%+ O02# D#,?,02# [2] M!/(,#8 [1] %µfµ=86e =5; 86N :B=89:; [3] 5B6Z56?6I9@µ; + µ< H5=BK< 6G@9=@89:TN :9NF8BDN =5;76@<E µa@d D>3! "#,? [5] D#,? [4] I?%+ "#,?/ I?%+ O02# D#,?,02# [2] M!/(,#8 [1] µ9@q6?6i9:fe / <Q9:FE [3] =N8=µ69JFE,'"&$ /'1%'"&: $%!$'#$ ',)'#"#!!)& %& %,+,! Q.1: 'CM=8> µ> 86 %µfµ= 'µ56bc6g :=9 %6GB9@µ6H 8<E ).'. 2=?:979:FE I9= ; 6!& [1]! (.& [2]! E+ G?9 <7*,%+"#" 8#7+ "$D#787 Q4 E+ +,9 Q.2: 86 /8= 5B6E 9:=N656C<@< =C8<µ= / =98Fµ=8= 5B6E 79>:5>B=CD@< =5; G5<B>@C=; R:-5 B)4&!'7* [1]! R:-5 "!3!$#-&!'#? [4]! ",!%4(3µ!* P.@.R< %!.8$3#µ+0#8-109-

112 R:-5 ),+'%3#6&'#? %!.8$3#µ+0#8 ( ) [2]! =&! A;-)* [5]! R:-5 4!1 [3]! V,,# [6]! Q.3: 9:=N6569<µAN6E =5; 86N MB;N6 86G ; 6!& [1]! (.& [2]!!N 678 Q>DB>C8> ;89 < G5<B>@C= 7>N 9:=N656C<@> 86 8<E 79>:5>B=CD@<E G56QA@>DN 56G G56J?FQ<:=N 5B6I>NA@8>B= 86G =98Fµ=86E; : 6!& [1]! (.& [2]! $ A5 %#,(2# [3]!!N E 6?;I6E 8<E MB6N9:FE :=QG@8AB<@<E I9= 8<N 79>:5>B=CD@< 86G :=8R 8<N Q.4: 0NDBCX>8> I>N9:R 8= =N89:>Cµ>N= 8<E G5<B>@C=E; 6!& [1]! (.& [2]!!N INDBCX>8> IBRL8> >N7>9:89:R.. Q.5:!5; 8<N Q>DB>C8> G5<B>@C= G56@8>?>MDµAN<; 6!& [1]! (.& [2]!!N INDBCX>8> IBRL8> 86N =B9Qµ; 8DN G5<B>86HN8DN G5=??F?DN :.. Q.6: $> 5696 J=Qµ; 59@8>H>8> ;89 < G5<B>@C= MB<@9µ6569>C 89E 8>MN6?6IC>E 5?<B6U6B9:FE :=9 >59:69NDN9TN (%)') 5B6:>9µAN6G N= 9:=N6569F@>9 8= D>3! "#,? D#,? I?%+ "#,?/ D#,?,02# M!/(,#8-110-

113 [5] [4] I?%+ O02# [2] [1] [3] 8= 5=B=:R8D :=8R 8<N 596 F =5; 8<N I>N9:;8>B< µ> G5<B>@C= D#,? M!,7 I?%+ '!,7 / M!'7 D#,? )B6@J=@9µ;8<8= 0B=U>CDN '!,7 [4] I?%+ '!'7 [2] '!'7 15<B>@C=E [5] [3] [1] D#,? M!,7 I?%+ '!,7 / M!'7 D#,? (>986GBI9:;8<8= / [N>@< '!,7 [4] I?%+ '!'7 [2] '!'7 0B=U>CDN 15<B>@C=E [5] [3] [1] D#,? M!,7 I?%+ '!,7 / M!'7 D#,? $GN>BI=@C= G5=??F?DN (µ> '!,7 [4] I?%+ '!'7 [2] '!'7 86GE 56?C8>E) [5] [3] [1] D#,? M!,7 I?%+ '!,7 / M!'7 D#,? $GN>BI=@C= (µ>8=kh 86GE) G5=??F?DN '!,7 [5] [4] I?%+ '!'7 [3] [2] '!'7 [1] D#,? M!,7 I?%+ '!,7 / M!'7 D#,? $Gµ5>B9U6BR G5=??F?DN '!,7 [5] [4] I?%+ '!'7 [3] [2] '!'7 [1] 0NT@< =N89:>9µAN6G D#,? M!,7 I?%+ '!,7 / M!'7 D#,? G5=??F?DN '!,7 [4] I?%+ '!'7 [2] '!'7-111-

114 [5] [3] [1]!567689:;8<8= D#,? '!,7 [5] M!,7 [4] I?%+ '!,7 / I?%+ '!'7 [3] M!'7 [2] D#,? '!'7 [1] Q.8: 09= 86 µa??6n 5DE Q= >59QGµ6H@=8> N= 5B=Iµ=86569>C8=9 < µ> G5<B>@C=; R:-5 B)4&!'7* [1]! R:-5 "!3!$#-&!'#? [4]! ",!%4(3µ!* (("#8 %!.8$3#µ+0#8 8"#-%)30A+%!&) R:-5 ),+'%3#6&'#? %!.8$3#µ+0#8 ( ) [2]! =&! A;-)* [5]! R:-5 4!1 [3]! C),+456&'> [6]! V,,# [7]!!N >59QGµ>C8> R??6 8B;56 5>B9IBRL8> :,'"&$ %"#%&: 0'*#.! 0#! %&* /+,&$#& %&,'! H8µ456; H8µ456; I?%+ =&!456; =&!456; %6 :BR86E >K=@U=?CX>9 8<N!"(,8%! -8µ456; /!"(,8%! 8DN XDF 8<E [5] [4] I?%+ $&!456; [2] [1] MTB=E [3] + :BC@< >5<B>RX>9 8<N H8µ456; H8µ456; I?%+ =&!456; =&!456; -112-

115 =567689:;8<8= 8DN!"(,8%! -8µ456;/!"(,8%! [5] [4] I?%+ [2] [1] $&!456; [3] & :RQ> G5R??<?6E =N>K=B8F86G J=QµC7=E >5<B>RX>9 8<N =567689:;8<8= 86G 86µA= H8µ456;!"(,8%! [5] H8µ456; [4] I?%+ -8µ456;/ I?%+ $&!456; [3] =&!456; [2] =&!456;!"(,8%! [1] H8µ456; H8µ456; I?%+ =&!456; =&!456;,;N µ456;/!"(,8%! >5<B>RX6GN 8<N [5] [4] I?%+ $&!456; [2] [1] 86µA= [3] H8µ456; H8µ456; I?%+ =&!456; =&!456; %= 5=BR56N= 8DN 56?98TN?=µJRN6N8=9 G5;L< =5; 89E [5] [4] -8µ456;/ I?%+ $&!456; [3] [2]!"(,8%! [1] H8µ456; H8µ456; I?%+ =&!456; =&!456; &9 NA>E 8>MN6?6IC>E J>?89TN6GN 8<N =567689:;8<8=!"(,8%! [5] [4] -8µ456;/ I?%+ $&!456; [3] [2]!"(,8%! [1] -113-

116 ,'"&$ %'%!"%&: /+,&0"!4#.! 2!"!.%+"#$%#.! Q.1: 4H?6: T$$"+ [1]! F7,8 [2]! Q.2: S86E :... Q.3: [1]! =&!A+82µ:6)/#* [4]! D!6%3+µ:6)/6#* [2]! J73!/#* [5]! H+ -.:-) [3]! Q.4: '5C5>76 (+"0-)µ#) =)µ#%&'( [1]! C+.6&'7 +'"!0$+8-) [4]! P8µ6>-&# [2]! G6;%!%) +'"!0$+8-) [5]! O?'+&# [3]! M.Sc. / Ph.D. [6]! Q.5: 'RN 5696 =5; 8= 5=B=:R8D M=B=:8<BCX>9 8<N ; U$&5%&'(* / U$&5%&'7 L">,,),#* [1]! =)µ(-&#* L">,,),#* [2]! [6]! G23(%)*/G23(%&--! [3]! D3!%)3&#?.#* 823;6 [7]! -114-

117 D5,)%7* +µ"#30#8 8"!&/30#8 '!8-0µ56 [4]! V,,# [8]! Q.6: $8<N 56G >59M>9B<µ=8C=E 89 >C76GE AM>8> ; [1]! 4-) [2]! [6]! [3]! [4]! $8<N 5>BC58D@< «[??6», 5B6@796BC@8>; :. Q.7: $8<N 5>BC58D@< 56G >C@8> 979D89:;E G5R??<?6E 569= 56G 5>B9IBRU>9 8< QA@< 56G >59M>CB<@<; R>6!%A+3 =&+8/86%7*/=&+8/?6%3&! [1]! L">,,),#* [4]! O#2&-%7* /O#20-%3&! [2]! V,,# [5]! L">,,),#* P3!4+0#8 [3]! $8<N 5>BC58D@< «[??6», 5B6@796BC@8>; :

118 . %)!-4(-..'.3&%#% (,(&'#)-10' "("!/('0' (SPSS) )CN=:>E $GMN68F8DN 4H?6 0(?+G#7#, % % Cumulative % 6+&$, ,5 49,5 49,5 *(+,%:, ,5 50,5 100,0 0=+'2' ,0 100,0 +?9:C= 0(?+G#7#, % % Cumulative % 20,00 1,9,9,9 22,00 1,9,9 1,8 24,00 2 1,8 1,8 3,6 25,00 2 1,8 1,8 5,4 26,00 3 2,7 2,7 8,1 27,00 4 3,6 3,6 11,7 28,00 4 3,6 3,6 15,3 29,00 2 1,8 1,8 17,1 30,00 2 1,8 1,8 18,9 31,00 1,9,9 19,8 33,00 2 1,8 1,8 21,6 34,00 6 5,4 5,4 27,0 35,00 2 1,8 1,8 28,8 36,00 7 6,3 6,3 35,1 38,00 2 1,8 1,8 36,9 39,00 6 5,4 5,4 42,3 40,00 6 5,4 5,4 47,7 41,00 5 4,5 4,5 52,3 42,00 4 3,6 3,6 55,9-116-

119 43,00 4 3,6 3,6 59,5 44,00 2 1,8 1,8 61,3 45,00 5 4,5 4,5 65,8 46,00 2 1,8 1,8 67,6 47,00 5 4,5 4,5 72,1 48,00 4 3,6 3,6 75,7 49,00 3 2,7 2,7 78,4 50,00 2 1,8 1,8 80,2 51,00 7 6,3 6,3 86,5 52,00 6 5,4 5,4 91,9 54,00 1,9,9 92,8 55,00 2 1,8 1,8 94,6 57,00 1,9,9 95,5 58,00 1,9,9 96,4 59,00 1,9,9 97,3 60,00 2 1,8 1,8 99,1 62,00 1,9,9 100,0 0=+'2 ' ,0 100,0 &9:6I>N>9=:F.=8R@8=@< 0(?+G#7#, % % Cumulative % ,3 24,3 24, ,1 54,1 78, ,4 14,4 92, ,5 4,5 97, ,7 2,7 100,0 0=+' 2' ,0 100,0 '5C5>76 >:5=C7>G@<E -117-

120 0(?+G#7#, % % Cumulative % &7µ'#9:G 4 3,6 3,6 3,6 *(µ+689' 3 2,7 2,7 6,3 2=:"9' 30 27,0 27,0 33,3 B"?+9:/ "<,%&"( ,8 10,8 44,1 E+D#,# ,3 42,3 86,5 J"#,<#(?9,:13, A9&,:#'$9:13 8<'(& ,5 13,5 100,0 0=+'2' ,0 100,0 '5RII>?µ= 0(?+G#7#, % % Cumulative % 4&95#9:G3/7 (<62272' ,2 43,2 43,2 )<9?"9$7µ,#%,3 8 7,2 7,2 50,5 A7µG89'3 (<62272' ,7 20,7 71,2 )2"=>"$'3 "<,**"2µ,#%,3!$,#7$9'=?'3 :,(8%µ5+ (*$D+ 9 8,1 8,1 79, ,7 20,7 100,0 0=+'2' ,0 100,0 'C76E >59M>CB<@<E 0(?+G#7#, % % Cumulative % E) 2 1,8 1,8 1,8-118-

121 )!) 1,9,9 2,7 EBCJ4-; 27 24,3 24,3 27,0 )) 2 1,8 1,8 28,8 4-) 3 2,7 2,7 31,5 C) 1,9,9 32,4 A"+ "%µ,9 "<9?"9$7µ,#%, ,6 67,6 100,0 0=+'2' ,0 100,0 >59M>CB<@< 0(?+G#7#, % % Cumulative % A+#73/A+#$9, 5 4,5 4,5 4,5.'*98#/3/8#$9, 20 18,0 18,0 22,5 R<62272'3 *$,@"%'( 15 13,5 13,5 36,0 R<62272'3 8 7,2 7,2 43,2 A"+,<,+#D 63 56,8 56,8 100,0 0=+'2' ,0 100,0 %µfµ=86e 0(?+G#7#, % % Cumulative % +,9 11 9,9 9,9 9,9 G? ,1 90,1 100,0 0=+' 2' ,0 100,0 =N N=9 =5; 56G 86GE µrq=8> -119-

122 0(?+G#7#, % % Cumulative % E<G 8(+,&12@'(3 <'( "$*6L'+#,9! E!C BCS EOJCA4C R!E..;.C Y+58#G3 <'( "%+,9 µ"#,<#(?9,:g ,8 92,8 92,8 1,9,9 93,7 1,9,9 94,6 1,9,9 95,5 A4EA4-BRC 2 1,8 1,8 97,3.':'K9#7 A7µ7#$9' 1,9,9 98,2 (</$H" 8?"#9:/ "+7µ1$587,<' #7! 1,9,9 99,1 epimelitirio 1,9,9 100,0 0=+'2' ,0 100,0 Q= QA?=8> N= 86GE INDBCX>8> 0(?+G#7#, % % Cumulative % +, ,3 79,3 79,3 G? ,7 20,7 100,0 0=+' 2' ,0 100,0 8B;569 0(?+G#7#, % % Cumulative % mailing list 37 33,3 33,3 33,3 news letter 20 18,0 18,0 51,4 web page 30 27,0 27,0 78,4 622' 2 1,8 1,8 80,2-120-

123 &"+,<,+#D 22 19,8 19,8 100,0 0=+'2' ,0 100,0 %6 %µfµ= 'µ56bc6g :=9 5BA5>9 N= DE 979D89:AE 0(?+G#7#, % % Cumulative % A9,@5+D 2 1,8 1,8 1,8 '=#" 8(µ@5+D '=#" &9,@5+D 18 16,2 16,2 18,0 0(µ@5+D 47 42,3 42,3 60,4 0(µ@5+D,<G2(#, 44 39,6 39,6 100,0 0=+'2' ,0 100,0 )BA5>9 N= ICN>8=9 79=N6µF µ> 8<N 9:=N656C<@< 86GE =5; 89E 5=B>M;µ>N>E G5<B>@C>E 0(?+G#7#, % % Cumulative % A9,@5+D 2 1,8 1,8 1,8 '=#" 8(µ@5+D '=#" &9,@5+D 10 9,0 9,0 10,8 0(µ@5+D 58 52,3 52,3 63,1 0(µ@5+D,<G2(#, 41 36,9 36,9 100,0 0=+'2' ,0 100,0 )BA5>9 N= :=Q9>BDQ>C =86µ9:F :=B8A?= >59µ;BUD@<E G5=??F?DN 0(?+G#7#, % % Cumulative % A9,@5+D 1,9,9,9-121-

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134 ).)YIC0 1,9,9 75,7 ).)YIC0 - EA)4)0 1,9,9 76,6 Q2"*?'3 :,#,8#7µ6#5+ "9&9:6 #7+ :,2':,9$9+/ #'($98#9:/ <"$%'&', µ" 8#G?' #7+ "H62"9M7 #73,98?$':1$&"9,3 Q2"*?'3 :,(8%µ5+, #'($98#9:/,+6<#(H7 +'µ'=, 12"*?'3,+5+=µ5+ "#,9$9D+. Q2"*?'3 2,\:D+- (<,%>$95+,*'$D+, :,(8%µ5+, 6&"9"3 µ"#,:% ?'29:D+ 2"5@'$"%5+, 6&"9"3 "$*,8%,3,22'&,<D+ :2< Q2"*?'3."9#'($*%,3 )<9?"9$/8"5+, Q2"*?'3 B9µD+, )<9K'2/!$'8#%µ5+, E&"9'&G#787 )<9?"9$/8"5+, A9,?"%$987 8" B'($98#9:6!$'*$6µµ,#, Q2"*?'3 +'µ9µg#7#,3 E+5+=µ5+ )#,9$9D+ :,9 2'9<6 >1µ,#, <'(,@'$'=+ #93 "#,9$"%"3,(#13, 7 &9"+1$*"9, "21*?5+ :,9 7 "<9K'2/ <$'8#%µ5+, ' 12"*?'3 #9µD+, 7 'µ,2/ 2"9#'($*%, #73,*'$63, :,>D3 :,9 >1µ,#, "@,$µ'*/3 <$'*$,µµ6#5+ #'($98#9:/3,+6<#(H73. 1,9,9 77,5 1,9,9 78,4 1,9,9 79,3 1,9,9 80,2 1,9,9 81,1-132-

135 ).)YIC0!C4CB4-C0-!C0CB4-C0 ).)YIC0 0) ESUSRJ)0 )BE4O4)0 -E4 ).)YIC0 0) -EBE0B;JEBE!CR E0IC.CRSBE4 J) BC )J!CO4C ).)YIC0 BOCZ4JUS Q2"*?'3 #5+,+5+=µ5+ "#,9$9D+ 12"*?'3 "#,9$"9D+, 12"*?'3 <'9G#7#,3 :,(8%µ5+ 8#, <$,#/$9, #7+ :,#,2272G#7#, #'(3. )µ<g$9' (12"*?'3,&"9D+ 8" 2,\:13,*'$13, µ<,$ :#2) :,9 B'($98µG3 )<'<#"%, E.)., 12"*?'3 2,\:D+,*'$D+ :,9 <$,#7$%5+ :,(8%µ5+ )<'<#"%, E+5+=µ5+ )#,9$9D+, 12"*?'3 (*$D+ :,(8%µ5+, <$'\G+#5+ #5+.,\:D+ E*'$D+ :#2.E4-)0 EYCO)0, 0RS)OYE04E J) )!4J).;B;O4C IE.-4A4-;0!"$% E+5+=µ5+ )#,9$9D+, )µ<'$%'( :,.. 1,9,9 82,0 1,9,9 82,9 1,9,9 83,8 1,9,9 84,7 1,9,9 85,6 1,9,9 86,5 1,9,9 87,4 1,9,9 88,3 1,9,9 89,2 1,9,9 90,1-133-

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140 G5=??F?DN µ> 56?C8>E 0(?+G#7#, % % Cumulative % &"+ *+5$%L ,6 12,6 12,6 -,:/ 1,9,9 13,5 '=#" :,2/ '=#" :,:/ 6 5,4 5,4 18,9!'2= :,2/ 36 32,4 32,4 51,4!6$, <'2= :,2/ 54 48,6 48,6 100,0 0=+'2' ,0 100,0 $GN>BI=@C= G5=??F?DN µ>8=kh 86GE 0(?+G#7#, % % Cumulative % &"+ *+5$%L ,1 17,1 17,1 '=#" :,2/ '=#" :,:/ 11 9,9 9,9 27,0!'2= :,2/ 45 40,5 40,5 67,6!6$, <'2= :,2/ 36 32,4 32,4 100,0 0=+'2' ,0 100,0 $Gµ5>B9U6BR G5=??F?DN 0(?+G#7#, % % Cumulative % &"+ *+5$%L ,6 12,6 12,6 '=#" :,2/ '=#" :,:/ 8 7,2 7,2 19,8!'2= :,2/ 29 26,1 26,1 45,9!6$, <'2= :,2/ 60 54,1 54,1 100,0 0=+'2' ,0 100,0-138-

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142 &9, LD ,6 3,6 91,0 B72"@5+9:6 10 9,0 9,0 100,0 0=+'2' ,0 100,0 %6 :BR86E >K=@U=?CX>9 8<N 8DN XDF 8<E MTB=E 0(?+G#7#, % % Cumulative % &"+ *+5$%L5 4 3,6 3,6 3,6 A9,@5+D,<G2(#, 13 11,7 11,7 15,3 A9,@5+D 43 38,7 38,7 54,1 '=#" 8(µ@5+D '=#" &9,@5+D 34 30,6 30,6 84,7 0(µ@5+D 12 10,8 10,8 95,5 0(µ@5+D,<G2(#, 5 4,5 4,5 100,0 0=+'2' ,0 100,0 + :BC@< >5<B>RX>9 8<N =567689:;8<8= 8DN 7<µ;@9DN G5<B>@9TN 0(?+G#7#, % % Cumulative % &"+ *+5$%L5 4 3,6 3,6 3,6 A9,@5+D,<G2(#, 1,9,9 4,5 A9,@5+D 7 6,3 6,3 10,8 '=#" 8(µ@5+D '=#" &9,@5+D 17 15,3 15,3 26,1 0(µ@5+D 59 53,2 53,2 79,3 0(µ@5+D,<G2(#, 23 20,7 20,7 100,0 0=+'2' ,0 100,0-140-

143 & :RQ> G5R??<?6E =N>K=B8F86G J=QµC7=E >5<B>RX>9 8<N =567689:;8<8= 86G 86µA= 0(?+G#7#, % % Cumulative % &"+ *+5$%L5 4 3,6 3,6 3,6 '=#" 8(µ@5+D '=#" &9,@5+D 5 4,5 4,5 8,1 0(µ@5+D 58 52,3 52,3 60,4 0(µ@5+D,<G2(#, 44 39,6 39,6 100,0 0=+'2' ,0 100,0,;N6 69 )B6Y@8Rµ>N69 >5<B>RX6GN 8<N 7<µ;@96 86µA= 0(?+G#7#, % % Cumulative % &"+ *+5$%L5 4 3,6 3,6 3,6 A9,@5+D,<G2(#, 16 14,4 14,4 18,0 A9,@5+D 69 62,2 62,2 80,2 '=#" 8(µ@5+D '=#" &9,@5+D 14 12,6 12,6 92,8 0(µ@5+D 4 3,6 3,6 96,4 0(µ@5+D,<G2(#, 4 3,6 3,6 100,0 0=+'2' ,0 100,0 %= 5=BR56N= 8DN 56?98TN?=µJRN6N8=9 G5;L< =5; 89E 7<µ;@9>E G5<B>@C>E 0(?+G#7#, % % Cumulative % &"+ *+5$%L5 4 3,6 3,6 3,6 A9,@5+D,<G2(#, 16 14,4 14,4 18,0 A9,@5+D 37 33,3 33,3 51,4 '=#" 8(µ@5+D '=#" &9,@5+D 35 31,5 31,5 82,9 0(µ@5+D 15 13,5 13,5 96,4-141-

144 4 3,6 3,6 100,0 0=+'2' ,0 100,0 &9 NA>E 8>MN6?6IC>E J>?89TN6GN 8<N =567689:;8<8= 0(?+G#7#, % % Cumulative % &"+ *+5$%L5 3 2,7 2,7 2,7 A9,@5+D,<G2(#, 1,9,9 3,6 A9,@5+D 1,9,9 4,5 '=#" 8(µ@5+D '=#" &9,@5+D 5 4,5 4,5 9,0 0(µ@5+D 47 42,3 42,3 51,4 0(µ@5+D,<G2(#, 54 48,6 48,6 100,0 0=+'2' ,0 100,0-142-

145 -143-

146 -144-