Impact Analysis 5

/

/ () (%)5101520369 1 2 3 1

(Impact Matrix)-4-3-2-10+1+2+3+4

(Impact Matrix)

,

-

1.

2. 1

3. 2 & /

4. 1

5.

6. / 5

7. & . 4.

8. /

9.

--(SWOT)

SWOT

SWOT ( ) () ,

SWOT ( ) -

SWOT

SWOT//

SWOT

8

(customer value)

Customer value

= ( ) ( ) (image) Equity ( )

;Word-of-mouth ( )

;12345 . 100. ______ ______ ______100

: 0,20: 3,70: -1,50: -2,40

Conjoint

Conjoint

Conjoint 1,5 0,15 1,0

(SERVQUAL)

Service-Quality Model

1 2

3 (, ) ( ) 4 ( & ) ( & / )

-

10

, ,

- Motivations - Attitudes - Behavior -Factors - Clusters

MeasurableAccessibleSubstantialDifferentialActionable

Heavy and Light Users

-

-