Post on 05-Apr-2018
7/31/2019 ANALISIS PENGARUH KUALITAS PRODUK, KUALITAS LAYANAN DAN PERSEPSI HARGA TERHADAP KEPUASAN PELANGG
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k
G@GIKQKQ ^B@DG\RJ ERGIKXGQ ^\MHRE)
ERGIKXGQ IG[G@G@ HG@ ^B\QB^QK JG\DGXB\JGHG^ EB^RGQG@ ^BIG@DDG@ GK\
FK@RF HGIGF EBFGQG@*Qxrhk Egqrq ghg GFHE Ogtg Xk|xg Qbfg|g`d+
QE\K^QKHkgoreg` qblgdgk qgigj qgxr q{g|gx
r`xre fb`{bibqgkeg` |md|gf Qg|og`g *Q7+
~ghg |md|gf Qg|og`g Cgerixgq Bem`mfk
R`ksb|qkxgq Hk~m`bdm|m
Hkqrqr` mibj ?
C\G@QKQEG ^\GFKXG T. G.A:>>3
CGERIXGQ BEM@MFK
R@KSB\QKXGQ HK^M@BDM\M
QBFG\G@D
7>
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kk
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kkk
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ks
LKMHGXG ^B@RIKQ
@gfg ? C|g`qkqeg |gfkxg Tgj{r`k`d Gqxrxk
@KF ? A:>>3
Xbf~gx- Xdi Igjk| ? ^r|tm|bom) 1> Gdrqxrq 7;:3
Gigfgx ? Oi. Xgfg` Qbeg| Ogdgh @m. ;
@m. Xbi~ ? >:24
7/31/2019 ANALISIS PENGARUH KUALITAS PRODUK, KUALITAS LAYANAN DAN PERSEPSI HARGA TERHADAP KEPUASAN PELANGG
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s
GLQX\GAX
Xjkq |bqbg|aj kq lgaed|mr`hbh l{ xjb amf~bxkxkm` k` xjb ckbih mc ~|mskhk`dqb|skabq cm| ^gaegdbh H|k`ek`d Tgxb| * Gk| Fk`rf Hgigf Ebfgqg` +. Xjgx kq
dbxxk`d lmmfk`d tkxj xjb fg`{ mxjb| g~~bg|k`d GFHE. Xjkq ~jb`mfb`g
qr~~m|xq bsb|{ amf~g`{ xm kf~|msb lmxj kxq qxg`hg|h mc qb|skab g`h ~|mhrax xm
fbbx xjb am`qrfb|q `bbh. G`h xjb gkf mc xjkq |bqbg|aj kq xm g`gi{b xjb k`cirb`ab
mc ~|mhrax wrgikx{) qb|skab wrgikx{ g`h xjb ~|kab ~b|ab~xkm` xmtg|hq xjb
am`qrfb|q qgxkqcgaxkm`. Xjb` ikl|g|{ |bqbg|aj kq am`hraxbh g`h giqm j{~mxjbqkq
g||g`dbfb`x gq tbii gq xjb hgxg mlxgk`bh c|mf xjb q~|bghk`d wrbqxkm`gk|bq xm xjb
7..177Z< % >.734Z1
Xjb sg|kglib mc Arqxmfb|q Qgxkqcgaxkm` *[+) xjb sg|kglib mc ^|mhrax Wrgikx{ *Z7+)
xjb sg|kglib mc Qb|skab Wrgikx{ *Z)
7/31/2019 ANALISIS PENGARUH KUALITAS PRODUK, KUALITAS LAYANAN DAN PERSEPSI HARGA TERHADAP KEPUASAN PELANGG
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sk
GLQX\GE
^b`bikxkg` k`k hkigxg|lbigeg`dk mibj ~b|qgk`dg` hk lkhg`d ~b`{bhkg ig{g`g`ogqg Gk| Fk`rf Hgigf Ebfgqg` *GFHE+ {g`d qbfgek` fg|ge hb`dg`
lg`{ge`{g GFHE igk` {g`d lb|fr`arig`. Cb`mfb`g k`k fb`hm|m`d qbxkg~
~b|rqgjgg` r`xre fb`k`degxeg` qxg`hg| ~big{g`g``{g fgr~r` ~|mhre`{g r`xre
fbfb`rjk eblrxrjg` em`qrfb` Hg` xrorg` hg|k ~b`bikxkg` k`k ghgigj r`xre
fb`dg`gikqkq ~b`dg|rj ergikxgq ~|mhre) ergikxgq ig{g`g`) hg` ~b|qb~qk jg|dg
xb|jghg~ eb~rgqg` ~big`ddg`. Ebfrhkg` hkigereg` xk`ogrg` ~rqxgeg hg`
~b`{rqr`g` jk~mxbqkq) ordg hgxg {g`d hk~b|mibj hg|k ~b`{blg|g` erbqkm`b|
xb|jghg~ 7))177Z< % >)734Z1
Hkfg`g sg|kglbi Eb~rgqg` ^big`ddg` *[+) sg|kglbi Ergikxgq ^|mhre *Z7+) sg|kglbi
Ergikxgq Ig{g`g` *Z)
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skk
EGXG ^B@DG@XG\
^rok q{rer| ~b`rikq ~g`ogxeg` eb~ghg Xrjg` [g`d Fgjg Bqg) gxgq
qbdgig ikf~gjg` |gjfgx hg` eg|r`kg @[G) qbjk`ddg ~b`rikq hg~gx
fb`{bibqgkeg` qe|k~qk hb`dg` orhri G`gikqkq ^b`dg|rj Ergikxgq ^|mhre)
Ergikxgq Ig{g`g`) hg` ^b|qb~qk Jg|dg xb|jghg~ Eb~rgqg` ^big`ddg` Gk|
Fk`rf Hgigf Ebfgqg` *Qxrhk Egqrq ^ghg GFHE Ogtg Xk|xg+.
Qe|k~qk k`k hkqrqr` qblgdgk qgigj qgxr q{g|gx r`xre fb`{bibqgkeg`
~|md|gf qg|og`g *Q7+ hk Cgerixgq Bem`mfk R`ksb|qkxgq Hk~m`bdm|m) Qbfg|g`d.
Eblb|jgqkig` hgigf fb`{rqr` qe|k~qk k`k lreg` jg`{g eb|og eb|gq ~b`rikq qbfgxg)
fbigk`eg` ordg hrer`dg` hg` lg`xrg` hg|k lb|lgdgk ~kjge. R`xre kxr) xge ir~g
rag~g` xb|kfgegqkj hg` ~b`djg|dgg` {g`d qbxk`ddk & xk`ddk`{g hklb|keg` eb~ghg ?
7. H|. J. F. Ajglgajkl) F.Qk) Gex qbiger Hbeg` CB R`hk~ Qbfg|g`d.
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skkk
3. ^g|g |bq~m`hb` {g`d xbigj fbirg`deg` tgexr`{g r`xre fb`dkqk erbqkm`b|)
hg` ~kjge Eg`xm| AS. Qbeg| Ogdgh Fbeg| Qbfg|g`d {g`d xbigj fbflg`xr
~b`rikq hgigf fbigeqg`geg` ~b`bikxkg`.
4. Ebirg|dg {g`d qbigir fb`{g{g`dker ? ^g~g hg` Fgfg xb|ak`xg {g`d xbigj
fbflb|keg` lg`xrg` lb|r~g fm|ki fgr~r` fgxb|kki hb`dg` xrirq kejigq)
egegeer xb|ak`xg *^|km hg` Qg|k+) ghbeer xb|ak`xg *Fg|kg+) eb~m`geg`er {g`d
xb|ak`xg *Ebsk` hg` Grh|b{+) qb|xg qbir|rj ebirg|dg lbqg|er {g`d qbigir
fbflb|keg` tg|`g ebjkhr~g`) hmg) hg` fmxksgqk {g`d xkghg jb`xk & jb`xk`{g.
:. G{gj @hrx *Er|`kgtg`+ {g`d xge jb`xk&jb`xk`{g`{g fbflb|keg` hrer`dg`)
qbfg`dgx) hmg) ak`xg) ~b|jgxkg` hg` egqkj qg{g`d.
;. Qgjglgx & qgjglgxer {g`d qbigir lb|qgfg fb`ogig`k qreg & hreg hk egf~rq ?
Beg) Kg) Tktkh) Keg) Ckx|k) @keb`) \keg hg` qbir|rj xbfg` & xbfg`
qb~b|org`dg` fg`gobfb` g`degxg` >: *HKKK x|g`qcb|+ CB R`hk~) Qbfg|g`d.
Ag{mmmm'''=
7>.XKF EE@ K ^b|kmhb Og`rg|k & Fg|bx 7> ? H^I) Em|agf *Kqigfk+) Em|hbq
*K`qg`+) ^k~kx) K`hgj) @kqg) \b|b) G{r) Ksg`) \kae{) Ghk) Fgq Hbeg) Tkq`r)
Hmiig|) Fgq C|bh{ qb|xg qbir|rj ~bqb|xg EE@ {g`d xkhge hg~gx hkqblrxeg`
qgxr&~b|qgxr) hg` fgq{g|gegx hbqg Lim`hm *Eba. Lgtb`+ {g`d xbigj lg`{ge
fbflg`xr qbigfg ebdkgxg` EE@ lb|ig`dqr`d.
77.Qbir|rj ~kjge & ~kjge xb|egkx {g`d xkhge hg~gx hkqblrxeg` qgxr & ~b|qgxr {g`d
xbigj lg`{ge fbflb|keg` lg`xrg`) ~b`dg|gjg`) hg` eb|ogqgfg hgigf
~b`{rqr`g` qe|k~qk k`k) fgr~r` hgigf ebjkhr~g` ~b`rikq. Xge ir~g ordg)
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kz
~b`rikq fmjm` fggc {g`d qbxrirq xrirq`{g g~glkig qbigfg ~b`{rqr`g`
qe|k~qk lg`{ge fb`{rqgjeg` m|g`d igk`.
Hbfkekg` ~b`rikq lb|jg|g~) qbfmdg eblgkeg` hg` lg`xrg` hg|k qbfrg
~kjge xb|egkx hgigf ~b`{rqr`g` qe|k~qk k`k) geg` qbigir hkikf~gjk g`rdb|gj hg`
lb|egx hg|k Xrjg` [FB. Gejk| egxg) jb`hge`{g qe|k~qk k`k hg~gx lb|fg`cggx lgdk
~b`rikq fgr~r` lgdk ~g|g ~bflgag`{g. GFK@.
Qbfg|g`d) 1> Gdrqxrq 7>
^b`rikq)
C|g`qkqeg ^|gfkxg T. G.
7/31/2019 ANALISIS PENGARUH KUALITAS PRODUK, KUALITAS LAYANAN DAN PERSEPSI HARGA TERHADAP KEPUASAN PELANGG
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z
HGCXG\ KQK
Jgigfg`
JGIGFG@ ORHRI ...................................................................................... k
JGIGFG@ B\QBXRORG@ ...................................................................... kk
JGIGFG@ ^B@DBQGJG@ EBIRIRQG@ ROKG@................................. kkk
^B\@[GXGG@ M\KQK@GIKXGQ QE\K^QK............................................... ks
FMXXM HG@ ^B\QBFLGJG@................................................................. s
GLQX\GAX..................................................................................................... sk
GLQX\GE ...................................................................................................... skk
EGXG B@DG@XG\ .................................................................................... skkk
HGCXG\ XGLBI .......................................................................................... zs
HGCXG\ DGFLG\ ...................................................................................... zsk
HGCXG\ IGF^K\G@ .................................................................................. zskk
LGL K ^B@HGJRIRG@............................................................................ 7
7.7 Igxg| Lbigeg`d Fgqgigj ........................................................... 7
7.< \rfrqg` Fgqgigj .................................................................... 2
7.1 Xrorg` ^b`bikxkg` ..................................................................... 2
7.8 Ebdr`gg` b`bikxkg`................................................................. 3
7.2 Qkqxbfgxkeg ^b`rikqg` Qe|k~qk .................................................. 3
LGL KK XK@OGRG@ ^RQXGEG .................................................................. :
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zk
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zkk
1.3.8.< Rok Jbxb|mqebhgqxkqkxgq .................................. 14
1.3.8.1 Rok @m|fgikxgq ............................................... 1:
1.3.2 G`gikqkq Ik`bg| Lb|dg`hg ............................................. 1:
1.3.3 Embckqkb` Hbxb|fk`gqk .................................................. 1;
1.3.4 ^b`drokg` Xb|jghg~ ^g|qkgi *Rok x+ ............................... 8>
1.3.: ^b`drokg` Xb|jghg~ Embckqkb` \bd|bqk
Qkfrixg` *Rok C+ ........................................................... 87
LGL KS JGQKI HG@ ^BFLGJGQG@ ....................................................... 81
8.7 Hbqe|k~qk Mlobe ^b`bikxkg` ....................................................... 81
8.7.7 Dgflg|g` Rfrf ^b|rqgjgg` ...................................... 81
8.7.7.7 Skqk ................................................................ 88
8.7.7.< Fkqk ............................................................... 82
8.7.7.1 Qx|rexr| M|dg`kqgqk ....................................... 83
8.7.7.8 Oml Hbqa|k~xkm` ............................................. 83
8.< Dgflg|g` Rfrf \bq~m`hb` .................................................. 8:
8.
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zkkk
8.1 Hbqe|k~qk Sg|kglbi ^b`bikxkg` ................................................... 24
8.1.7 Xg`ddg~g` \bq~m`hb` xb|jghg~ Sg|kglbi Ergikxgq
^|mhre *Z7+ .................................................................. 24
8.1.
8.8.7 Jgqki Rok Sgikhkxgq hg` \bikglkikxgq .............................. 37
8.8.7.7 Rok Sgikhkxgq .................................................. 3
IGF^K\G@&IGF^K\G@
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zks
HGCXG\ XGLBI
Jgigfg`
Xglbi 7.7 Hgxg Orfigj ^big`ddg` GFHE Ogtg Xk|xg
Xgjr` >3&>; hk Emxg Qbfg|g`d ....................................... 8
Xglbi 1.7 Xk`degx |bcb|b`qk Ogtglg` Erbqkm`b| .................................... 18
Xglbi 8.7 \bq~m`hb` Lb|hgqg|eg` Ob`kq Ebigfk` ................................... 8;
Xglbi 8.< \bq~m`hb` Lb|hgqg|eg` Rqkg ................................................... 8;
Xglbi 8.1 \bq~m`hb` Lb|hgqg|eg` b`hkhkeg` ........................................ 2>
Xglbi 8.8 \bq~m`hb` Lb|hgqg|eg` beb|ogg`........................................... 27
Xglbi 8.2 \bq~m`hb` Lb|hgqg|eg` b`djgqkig` ~b| Lrig`................... 27
Xglbi 8.3 \bq~m`hb` Lb|hgqg|eg` C|berb`qk Lb|ig`ddg`g`.................... 2 \bq~m`hb` Lb|hgqg|eg` Ebxb|g`dg` Ebirjg` Ergikxgq
^|mhre ...................................................................................... 22
Xglbi 8.77 \bq~m`hb` Lb|hgqg|eg` Ebirjg` Ergikxgq Ig{g`g` ............... 23
Xglbi 8.7< \bq~m`hb` Lb|hgqg|eg` Ebxb|g`dg` Ebirjg` Ergikxgq
Ig{g`g` .................................................................................... 23
Xglbi 8.71 Jgqki Xg`ddg~g` \bq~m`hb` Xb|jghg~ Sg|kglbi Z7 ............... 24
Xglbi 8.78 Jgqki Xg`ddg~g` \bq~m`hb` Xb|jghg~ Sg|kglbi Z< .............. 2:
Xglbi 8.72 Jgqki Xg`ddg~g` \bq~m`hb` Xb|jghg~ Sg|kglbi Z1.... .......... 2;
Xglbi 8.73 Jgqki Xg`ddg~g` \bq~m`hb` Xb|jghg~ Sg|kglbi [ ....... ..... ... 3>Xglbi 8.74 Jgqki Rok Sgikhkxgq ............................................................ ...... 37
Xglbi 8.7: Jgqki Rok \bglkikxgq................................................................... 3:
Igf~k|g` C Hgxg Hbqe|k~qk \bq~m`hb` ......................................................... 774
Igf~k|g` D Hgxg Embckqkb` Hbxb|fk`gqk ........................................................ 7
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74
LGL K
^B@HGJRIRG@
7.7 Igxg| Lbigeg`d Fgqgigj
Ebghgg` bem`mfk hgigf b|g dimlgikqgqk hbtgqg k`k fbflrgx ~b|qgk`dg` lkq`kq
fb`oghk qbfgek` xgogf) lgke ~gqg| hmfbqxke fgr~r` ~gqg| dimlgi. Tgigr~r` em`qrfb`
xbxg~ ghg `gfr` hg{g lbik fb|beg qbfgek` xb|lgxgq. Geklgx`{g em`qrfb` fb`oghk
qbfgek` e|kxkq hgigf fbigereg` ~bflbikg` gxgq ~|mhre {g`d fb|beg lrxrjeg`. Hgigf
ebghgg` xb|qblrx fb`hm|m`d qbxkg~ ~b|rqgjgg` r`xre iblkj lbeb|og qbag|g ~|mcbqkm`gi
gdg| xbxg~ hg~gx lb|qgk`d hg` lb|xgjg`. Qbxkg~ ~b|rqgjgg` jg|rq fgf~r fb`g|ke
em`qrfb` hb`dg` fb`gtg|eg` ~|mhre {g`d lb|ergikxgq {g`d hkqb|xgk hb`dg` ~big{g`g`
{g`d lgke ordg jg|dg {g`d bem`mfkq.
^b|rqgjgg` geg` qreqbq g~glkig fb`drxgfgeg` eb~rgqg` lgdk ~g|g
em`qrfb``{g. Eb~rgqg` lgdk em`qrfb` geg` hgxg`d hb`dg` qb`hk|k`{g lkig ~|mhre- ogqg
{g`d hkorgi ~b|rqgjgg` qbqrgk gxgr fbigf~grk g~g {g`d hkk`dk`eg` mibj em`qrfb`.
G~glkig ~b|rqgjgg` fbigereg` qrgxr ebqgigjg` {g`d fb|rqge akx|g`{g fgeg jgi k`k geg`
fb`kflrieg` geklgx lr|re lgdk ~b|rqgjgg` qblgl em`qrfb` geg` fb`k`ddgieg`
~b|rqgjgg` hg` fb`oghk em`qrfb` hg|k ~b|rqgjgg` ~bqgk`d`{g.
Eb~rgqg` ~big`ddg` fb|r~geg` qgigj qgxr cgexm| ~b`b`xr eblb|jgqkig`
~b|rqgjgg`. Qbigk` kxr eb~rgqg` ~big`ddg` hg~gx fb`oghk gigx lb|qgk`d lgdk qrgxr
~b|rqgjgg` hgigf fb`djghg~k ~bqgk`d`{g.
Hgigf ~bfgqg|g` ghg em`qb~ eb~rgqg` ~big`ddg` {g`d hkdr`geg` r`xre fb`kigk
qbm|g`d ~big`ddg` kxr fb|gqg ~rgq gxgr xkhge {gkxr hg~gx hklbhgeg` qblgdgk lb|kerx?
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7:
Xrorg`
^b|rqgjgg`
^|mhre
@kigk |mhre
Lgdk ^big`ddg`
Eblrxrjg` hg`
Ebk`dk`g` ^big`ddg`
Jg|g~g` ^big`ddg`
xb|jghg~ ^|mhre
Xk`degx Eb~rgqg`
^big`ddg`
*Qrflb| ? Xok~xm`m) 7;;3+
g+ ^mqkxksb Hkqam`ck|fgxkm`
Hkfg`g jgqki {g`d hkxb|kfg iblkj lgke hg|k jgqki {g`d hkjg|g~eg`.
l+ Qkf~ib Hkqam`ck|fgxkm`
Hkfg`g jgqki {g`d hkxb|kfg qgfg hb`dg` jgqki {g`d hkjg|g~eg`.
a+ @bdgxksb Hkqam`ck|fgxkm`
Hkfg`g jgqki {g`d hkxb|kfg iblkj lr|re hg|k jgqki {g`d hkjg|g~eg`.
Dgflg| 7.7Em`qb~ Eb~rgqg` ^big`ddg`
Ebig`dqr`dg` jkhr~ qblrgj ~b|rqgjgg` qg`dgx xb|dg`xr`d ~ghg eb~rgqg` ~g|g
~big`ddg``{g hg` ebfgf~rg` fb`djgqkieg` iglg. Qblrgj ~b|rqgjgg` {g`d fgf~r
fbfrgqeg` eblrxrjg` ~big`ddg``{g) geg` xbxg~k xkhge fgf~r fb`djgqkieg` iglg) xkhge
fr`dek` geg` xbxg~ beqkq hg` lb|ebflg`d. Eb~rgqg` ~big`ddg` hg` iglg jg|rq hkag~gk
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7;
qbag|g qkfrixg`. ^b`hbegxg` lb|hgqg|eg` eb~b`xk`dg` ~big`ddg` *arqxmfb| m|kb`xbh+
qblgke`{g hkigereg` qbag|g iblkj qkqxbfgxkq hg` bcbexkc.
^b|qb~qk jg|dg ghgigj ebab`hb|r`dg` em`qrfb` r`xre fb`ddr`geg` jg|dg hgigf
fbflb|k ~b`kigkg` xb`xg`d ergikxgq ~|mhre *Lr|xm` bx.gi.7;;:) Qk`jg g`h Lgx|g 7;;;&
>>) Dg||bxqm` bx.gi.>&g` ~b|ebflg`dg` em`qrfqk gk| fk`rf hgigf ebfgqg` *GFHE+ ab`hb|r`d
lb|ebflg`d qg`dgx ~bqgx. Ebfgorg` xbe`mimdk {g`d ghg lb|hgf~ge ~ghg ~b|kiger
fg`rqkg hg|k ebk`dk`g` ~bfb`rjg` {g`d qbfrig qbhb|jg`g xb|rq lb|ebflg`d lb|qbib|g
xk`ddk) qbjk`ddg fb`kflrieg` eblrxrjg` {g`d frxkemf~ibe xb|fgqre gk| fk`rf hgigf
ebfgqg` k`k lreg` igdk qbebhg| dg{g jkhr~ xbxg~k qrhgj fb`oghk qgigj qgxr eblrxrjg`.
Xb~gx`{g ~ghg lrig` @msbflb| 7;;3 frigkigj hklreg rqgjg hklkhg`d gk| fk`rf hgigf
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ebfgqg` hg` jgqki ~|mhreqk`{g lb|`gfg Ogtg Xk|xg hg` hk~|mhreqk mibj AS. Qbeg|
Oghgd Fbeg|.
Qbk|k`d lb|ogig``{g tgexr GFHE Ogtg Xk|xg fb`dgigfk ~b`r|r`g` ~big`ddg`)
ghg~r` hgxg orfigj ~big`ddg` ~ghg Xgjr` >3&Xgjr` >;. Jgi xb|qblrx hg~gx hkikjgx
~ghg Xglbi 7.7 hklgtgj k`k ?
Xglbi 7.7
Hgxg Orfigj ^big`ddg` GFHE Ogtg Xk|xg
Xgjr` >3&>; hk Emxg Qbfg|g`d
Xgjr` Orfigj ^big`ddg`
>3 44 3:1
>: 24; 8;;
Hg|k Xglbi 7.7 hg~gx hkikjgx lgjtg qbxkg~ xgjr``{g orfigj ~big`ddg` Ogtg Xk|xg
hk Emxg Qbfg|g`d fb`dgigfk ~b`r|r`g` hk qbxkg~ xgjr``{g hg` jgi k`k jg|rq hkxg`ddg~k
qb|krq mibj ~kjge AS. Qbeg| Ogdgh Fbeg| qr~g{g xkhge xb|oghk fgqgigj {g`d lb|ig|r&ig|rx
xb`xr qgog hgigf jgi eb~rgqg` ~big`ddg`.
Lb|hgqg|eg` xbm|k {g`d ghg fgeg ~b`bikxkg` k`k fb`degok fb`db`gk ~b`dg|rj
ergikxgq ~|mhre) ergikxgq ig{g`g` hg` ~b|qb~qk jg|dg xb|jghg~ eb~rgqg` ~big`ddg`.
^b`bikxkg` geg` hkigereg` hb`dg` orhri G`gikqkq ^b`dg|rj Ergikxgq ^|mhre) Ergikxgq
Ig{g`g` hg` ^b|qb~qk Jg|dg xb|jghg~ Eb~rgqg` ^big`ddg` Gk| Fk`rf Hgigf Ebfgqg`
*Qxrhk Egqrq ^ghg GFHE Ogtg Xk|xg Qbfg|g`d+.
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& 717+) k`hkegxm| {g`d hkdr`geg`
r`xre fb`drer| ergikxgq ~|mhre) {gkxr ?
7. Ckxr|
Fbik~rxk eg|gexb|kqxke qber`hb| {g`d fbib`deg~k cr`dqk hgqg| ~|mhre.
7+) fb`obigqeg` lgjtg ~ghg hgqg|`{g xb|hg~gx xkdg
m|kb`xgqk ergikxgq {g`d qbjg|rq`{g em`qkqxb` qgxr qgfg igk`) {gkxr ?
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8+ ghgigj qborfigj rg`d *ebfr`dek`g`
hkxgflgj lg|g`d+ {g`d hkxb`xreg` r`xre fbf~b|mibj lblb|g~g emflk`gqk qblrgj
~|mhre hg` ~big`ddg` {g`d fb`{b|xgk.
Fb`r|rx Rfg| Jrqbk` *>
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>+) fb`hbck`kqkeg` jg|dg ghgigj qborfigj rg`d {g`d
hklrxrjeg` r`xre fb`hg~gxeg` qborfigj lg|g`d hg` ~big{g`g`.
Qbhg`deg` Emxib| hg` Dg|{ Gfqx|m`d *7;;4+) fb`hbck`kqkeg` jg|dg
qblgdgk qborfigj rg`d {g`d hklblg`eg` r`xre qblrgj ~|mhre gxgr ogqg.
^b|rqgjgg` hgigf fb`bxg~eg` qrgxr jg|dg ~ghg ~|mhre fbf~r`{gk
lblb|g~g xrorg`. Fb`r|rx Lgqr Qtgqxjg *>>+) hklgdk fb`oghk bf~gx) {gkxr ?
7. Fb`hg~gxeg` iglg {g`d fgeqkfgi.
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>+) fb`hbck`kqkeg` eb~rgqg` ghgigj xk`degx ~b|gqgg` qbqbm|g`d
lgke qb`g`d fgr~r` ebabtg qbxbigj fbflg`hk`deg` ek`b|og gxgr jgqki {g`d kg
|gqgeg` hklg`hk`deg` hb`dg` jg|g~g``{g.
Tkiekb *7;;>+) fb`hbck`kqkeg` eb~rgqg` ~big`ddg` qblgdgk xg`ddg~g`
bfmqkm`gi ~ghg bsgirgqk xb|jghg~ ~b`dgigfg` em`qrfqk qrgxr ~|mhre gxgr ogqg.
Miksb| *7;;4+) eb~rgqg` ~big`ddg` hk|rfrqeg` qblgdgk bsgirgqk
~r|`glbik) hkfg`g ~b|qb~qk xb|jghg~ ek`b|og gixb|`gxkc ~|mhre gxgr ogqg {g`d
hk~kikj fbfb`rjk gxgr fbiblkjk jg|g~g` qblbirf ~bflbikg`.
Xok~xm`m *7;;3+) eb~rgqg` ~big`ddg` ghgigj ek`b|og {g`d hk|gqgeg` ghgigj
~b|qb~qk ~big`ddg` xb|jghg~ g~g {g`d kg xb|kfg qbxbigj fb`dem`qrfqk ~|mhre
{g`d hklbik.
Ghg lblb|g~g fbxmhb {g`d lkqg hk~b|dr`geg` qbxkg~ ~b|rqgjgg` r`xre
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1>
7. Qx|gxbdk ^bfgqg|g` lb|r~g\bigxkm`qjk~Fg|ebxk`d *Fa. Eb``g) 7;;7+
[gkxr qx|gxbdk hkfg`g x|g`qgeqk ~b|xreg|g` g`xg|g ~bflbik hg` ~b`orgi
lb|ebig`orxg` xkhge lb|gejk| qbxbigj ~b`orgig` qbibqgk.
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17
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1+. K`k xb|oghk ~ghg ~b`orgig`
fbigirk k`xb|`bx eg|b`g ~|mhre xkhge xb|qbhkg r`xre hk~b|keqg em`qrfb` qblbirf
hklbik. Oghk) em`qrfb` hkxr`xrx xb|dg`xr`d ~ghg kq{g|gx jg|dg. Hgigf lblb|g~g
egqrq) ebtgog|g` jg|dg fr`dek` fb`oghk ~b`dg|rj hmfk`g` hg|k eb~rgqg` hg`
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13
ebk`dk`g` r`xre fbflbik ebflgik.
Bcbe ~b|qb~qk jg|dg hgigf eb~rgqg` ~big`ddg` hkrok fb`ddr`geg` rer|g`
emf~g|gxkc hg|k ~b|qgk`dg` ~b|qb~qk jg|dg {g`d lb|jghg~g`. Qb~b|xk rer|g` hg|k
~b|qb~qk jg|dg emf~g|gxkc hgigf egqrq ejrqrq hg|k Lmixm` g`h Ibfm`q *7;;;+
rer|g` hkqem`ckfgqk jg|dg *hbskgqk hg|k qxg`hg| ~bflg{g|g` `m|fgxkc+ lgjtg
qxg`hg| `m|fgxkc hkxb|lkxeg` mibj jg|dg hg|k ~b|qgk`dg`.
Ebgsb`b{ *7;;2+ fbig~m|eg` fb`bfreg` iblkj hg|k qb~g|rj em`qrfb`
{g`d kg qr|sbk lb|gikj qb|skq eg|b`g ~b|qb~qk jg|dg {g`d lr|re. Qxrhk ergikxgxkc`{g
fb`{g|g`eg` lgjtg ebxkhgetgog|g` ~b|qb~qk jg|dg fr`dek` fbf~r`{gk bcbe
ig`dqr`d ~ghg ebk`dk`g` em`qrfb` r`xre lb|gikj.
Fb`r|rx Fm`|mb *7;:;+) jg|dg qrgxr lg|g`d hg~gx fbf~b`dg|rjk
eb~rgqg` ~big`ddg`) eg|b`g jg|dg hg~gx fbflb|keg` hg{g xg|ke gxgr orqx|r
qblgike`{g) hg~gx fb`kflrieg` ebb`ddg`g` ~big`ddg` xb|jghg~ qrgxr ~|mhre.
Lb|hgqg|eg` r|gkg` hk gxgq) fgeg hgigf ~b`bikxkg` k`k hkgoreg` jk~mxbqkq
ebxkdg) {gkxr ?
Jk~mxbqkq 1 ? ^b|qb~qk jg|dg lb|~b`dg|rj ~mqkc xb|jghg~ eb~rgqg` ~big`ddg`
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14
LGL KKK
FBXMHB ^B@BIKXKG@
1.7 Sg|kglbi ^b`bikxkg` hg` Hbck`kqk M~b|gqkm`gi
1.7.7 Sg|kglbi ^b`bikxkg`
7+ Sg|kglbi Xb|kegx *Hb~b`hb`x+
Sg|kglbi Xb|kegx *Hb~b`hb`x+ {gkxr sg|kglbi {g`d xkhge lblgq gxgr sg|kglbi
{g`d xb|dg`xr`d hb`dg` sg|kglbi igk``{g *G|ker`xm) >< ? ;4+.
Sg|kglbi Xb|kegx {g`d hkdr`geg` hgigf ~b`bikxkg` k`k ghgigj ?
Eb~rgqg` ^big`ddg` *[+
< ? ;4+.
Sg|kglbi Lblgq {g`d hkdr`geg` hgigf ~b`bikxkg` k`k ghgigj ?
Ergikxgq ^|mhre *Z7+
Ergikxgq Ig{g`g` *Z
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1:
ghgigj ?
7. Ebfgf~rg` ~|mhre hg` em`qkqxb`qk`{g
717+ ghgigj ?
7. Ckxr|
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1;
7. Lrexk ckqke
) Dg||bxqm` bx.gi.>8+) jg|dg ghgigj qborfigj rg`d
*ebfr`dek`g` hkxgflgj lg|g`d+ {g`d hkxb`xreg` r`xre fbf~b|mibj
lblb|g~g emflk`gqk qblrgj ~|mhre hg` ~big`ddg` {g`d fb`{b|xgk.
K`hkegxm| jg|dg fb`r|rx Qxg`xm` *>8+ ghgigj ?
7. Ebxb|og`degrg` jg|dg
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8>
1.> ? 7>1
+. E|kxb|kg` {g`d hkdr`geg` ghgigj ~big`ddg` {g`d fbigereg` ~bflbikg`
lb|rig`d egik gxgr fk`kfgi < egik hg~gx hkdr`geg` qblgdgk qgf~bi. Qgf~bi hgigf
~b`bikxkg` k`k hkjkxr`d hb`dg` fb`ddr`geg` |rfrq ~b`hbegxg` Qimsk` *hgigf
Rfg|) >8+ {gkxr ?
7< %
6@b
@`
Hkfg`g ?
` 6 orfigj qgf~bi {g`d hkag|k
@ 6 orfigj ~m~rigqk
b 6 `kigk ~|bqkqk *hkxbxg~eg` qblbqg| ;> " gxgr g 6>)7+
7 6 lkig`dg` em`qxg`
Hb`dg` fb`ddr`geg` |rfrq ~b`hbegxg` Qimsk` hk gxgq hkhg~gxeg` orfigj
qgf~bi qblg`{ge ?
7< %
6@b
@`
* + 77)>8;;
8;;< %6`
;;)2
8;;6`
17):16`
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87
Hb`dg` hbfkekg`) hg|k orfigj ~m~rigqk qblg`{ge 8;; hk~b|mibj rer|g`
qgf~bi hb`dg` fk`kfgi qblbqg| :1 qgf~bi ~b`bikxkg`) hgigf jgi k`k qgf~bi`{g
ghgigj ~big`ddg` *GFHE+ Ogtg Xk|xg {g`d lb|ghg hk Emxg Qbfg|g`d.
R`xre fb`hg~gxeg` qgf~bi qblg`{ge :1 hg|k ~m~rigqk qblbqg| 8;;
xkhgeigj frhgj. [g`d jg|rq hkigereg` ghgigj fb`r`ore gxgr fb`g|ke qgf~bi
{g`d |b~|bqb`xgxkc hb`dg` fb`ddr`geg` fbxmhb Qgf~ik`d. Fbxmhb Qgf~ik`d
ghgigj ~bflkag|gg` lgdgkfg`g fb`gxg lb|lgdgk xbe`ke hgigf ~b`g|keg` gxgr
~b`dgflkig` qgf~bi ~b`bikxkg`) lgdgkfg`g ekxg fb|g`ag`d xgxg ag|g ~b`dgflkig`
qgf~bi gdg| fb`oghk qgf~bi {g`d |b~|bqb`xgxkc *Lr`dk`) >2 ? 7>2+.
\g`ag`dg` Qgf~bi @m` ^|mlglkikxgq) g|xk`{g ~b`g|keg` qgf~bi xkhge
~b`rj hkigereg` hb`dg` fb`ddr`geg` jrerf ~|mlglkikxgq {gkxr lgjtg xkhge
qbfrg r`kx ~m~rigqk fbfkikek ebqbf~gxg` r`xre hkoghkeg` qgf~bi ~b`bikxkg`
*Lr`dk`) >2 ? 7>;+. Qgf~bi {g`d hk~kikj ghgigj |bq~m`hb` {g`d hbegx hb`dg`
imegqk ~b`bikxkg` eg|b`g fb`dk`dgx ghg`{g ebxb|lgxgqg` tgexr) xb`gdg) hg` lkg{g
hgigf fbigereg` ~b`bikxkg`. R`xre kxr) fbxmhb qgf~ik`d {g`d hkdr`geg` hgigf
~b`bikxkg` k`k ghgigj ^r|~mqksb Qgf~ik`d eg|b`g xbe`keqgf~ik`d k`k hkdr`geg`
~ghg ~b`bikxkg`~b`bikxkg` {g`d iblkj fb`drxgfgeg` xrorg` ~b`bikxkg` hg|k~ghg
qkcgx ~m~rigqk hgigf fb`b`xreg` qgf~bi ~b`bikxkg`*Lr`dk`) >2 ? 772+.
1.1 Ob`kq ^b`bikxkg` hg` Qrflb| Hgxg
Ob`kq ~b`bikxkg` k`k fb|r~geg` ~b`bikxkg` ~b`obigqg` *Bz~ig`gxm|{ \bqbg|aj+ {g`d
lb|rqgjg r`xre fb`obigqeg` qb|xg fb`{m|mxk jrlr`dg` g`xg|g sg|kglbisg|kglbi {g`d
hkgoreg` hgigf ~b`bikxkg` qb|xg fb`obigqeg` ~b`dg|rj sg|kglbi lblgq xb|jghg~ sg|kglbi
xb|kegx) hkqgf~k`d kxr r`xre fb`drok jk~mxbqkq {g`d hkrokeg` *F. Qk`dg|kflr`) 7;;< ? 2+.
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82 ? 7 & 7
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81
GFHE Ogtg Xk|xg lb|hgqg|eg` ~b|xg`{gg`&~b|xg`{gg` {g`d qrhgj hk~b|qkg~eg` dr`g
fbf~b|mibj k`cm|fgqk {g`d ib`deg~.
1. Mlqb|sgqk
Fbxmhb k`k hkigereg` hb`dg` ag|g fbigereg` ~b`dgfgxg` qbag|g ig`dqr`d eb~ghg
ml{be {g`d hkxror. ^b`dgfgxg` k`k hkigereg` qbag|g ig`dqr`d xb|jghg~ ebghgg` gxgr
imegqk ~b|rqgjgg` GFHE Ogtg Xk|xg hg` fb`db`gk ag|g ~big{g`g` ~b`orgig``{g.
1.2 Xbe`ke G`gikqkq Hgxg
Ebdkgxg` fb`dg`gikqkq hgxg hgigf ~b`bikxkg` k`k fbik~rxk lblb|g~g xgjg~ g`xg|g
igk` ?
7. ^|mqbq bhkxk`d
Xgjg~ gtgi g`gikqkq hgxg ghgigj fbigereg` bhkx xb|jghg~ hgxg {g`d xbigj
hkerf~rieg` hg|k jgqki qr|sbk hk ig~g`dg`. ^ghg ~|k`qk~`{g ~|mqbq bhkxk`d hgxg
lb|xrorg` gdg| hgxg {g`d hkgfgxk geg` hkg`gikqkq qbag|g ger|gx hg` ib`deg~.
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88
8. Xglrigqk
Fb`{gokeg` hgxg&hgxg {g`d hk~b|mibj hgigf xglbi) qbjk`ddg hkjg|g~eg` ~bflgag
hg~gx fbikjgx jgqki ~b`bikxkg` hb`dg` obigq. Qbxbigj ~|mqbq xglrigqk qbibqgk ebfrhkg`
hgxg&hgxg hgigf xglbi xb|qblrx geg` hkmigj hb`dg` lg`xrg` qmcxtg|b qxgxkqxke {gkxr
Q^QQ.
1.3 Fbxmhb G`gikqkq Hgxg
Gdg| hgxg {g`d hkerf~rieg` hg~gx lb|fg`cggx fgeg jg|rq hkmigj hg` hkg`gikqkq
xb|iblkj hgjrir qbjk`ddg hg~gx hkoghkeg` hgqg| ~b`dgflkig` eb~rxrqg`. Ghg~r` fbxmhb
g`gikqkq hgxg {g`d hkdr`geg`?
1.3.7 G`gikqkq Hgxg Ergikxgxkc
G`gikqg ergikxgxkc ghgigj qrgxr g`gikqg {g`d xkhge lb|hgqg|eg` ~ghg hgxg
{g`d hg~gx hkjkxr`d *g`deg+. G`gikqg ergikxgxkc hkdr`geg` r`xre fbflb|keg`
ebxb|g`dg`&ebxb|g`dg` fb`db`gk g`deg&g`deg {g`d xbigj hk~b|mibj hg|k
~b|jkxr`dg`. Xbe`ke k`k hkdr`geg` r`xre fb`dg`gikqkq fgqgigj hb`dg`
fb`ddr`geg` lgjgqg sb|lgi lb|hgqg|eg` hgxg&hgxg ~b`bikxkg`. Ghg~r` qegig
~b`drer|g` hgigf ~b`bikxkg` k`k hb`dg` fb`ddr`geg` Qegig Ikeb|x.
Xbe`ke ~b`drer|g` hb`dg` fb`ddr`geg` Qegig Ikeb|x {g`d
hkebflg`deg` mibj \g`qkq Ikeb|x) hgigf ~b`bikxkg` k`k lb|xrorg` r`xre
fb`drer| ~b`dg|rj ergikxgq ~|mhre) ergikxgq ig{g`g`) hg` ~b|qb~qk jg|dg
xb|jghg~ eb~rgqg` ~big`ddg` ~ghg GFHE Ogtg Xk|xg. Ag|g`{g hb`dg`
fb`b`xreg` qem| ~ghg qbxkg~ ~b|`{gxgg` gxgr ~b|xg`{gg`. Qegig Ikeb|x
fb`ddr`geg` iblkj hg|k qgxr kxbf ~b|`{gxgg` gxgr ~b|xg`{gg` hkfg`g lblb|g~g
~b|`{gxgg` gxgr ~b|xg`{gg` hkdr`geg` r`xre fb`obigqeg` qblrgj sg|kglbi gxgr
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82
k`hkegxm| ~b`bikxkg`) ebfrhkg` qem| {g`d hkjgqkieg` hkorfigjeg` *Cb|hk`g`h)
>3+. Qegig k`k lg`{ge hkdr`geg` eg|b`g frhgj hklrgx) lblgq fbfgqreeg`
~b|`{gxgg` gxgr ~b|xg`{gg` {g`d |bibsg`) |bikglkikxgq {g`d xk`ddk) hg` g~ikegxkc
~ghg lb|lgdgk g~ikegqk. Qegig k`k frhgj hk~gegk r`xre ~b`bikxkg` {g`d xb|cmerq
~ghg |bq~m`hb` hg` mlobe.
Oghk qbqbm|g`d {g`d fbigereg` ~b`bikxkg` hg~gx fbf~bigog|k lgdgkfg`g
xg`ddg~g` {g`d lb|lbhg hg|k xkg~&xkg~ |bq~m`hb`.
Hgigf ~b`bikxkg` k`k) qbxkg~ ~b|`{gxgg` gxgr ~b|xg`{gg` {g`d
hkebflg`deg` hg|k k`hkegxm| hgigf erbqkm`b| ~b`bikxkg`) fb`ddr`geg` qegig
~b`kigkg` {g`d lb|kqk ikfg xk`degx ~|bcb|b`qk ogtglg` {g`d fgqk`d&fgqk`d
fbfkikek qem| qgxr qgf~gk hb`dg` ikfg) hb`dg` |k`akg` ~ghg Xglbi 1.7 qblgdgk
lb|kerx ?
Xglbi 1.7
Xk`degx ^|bcb|b`qk Ogtglg` Erbqkm`b|
*Qrflb| ? Kqxkog`xm)
>2+
^b`ddr`gg` ikfg egxbdm|k hgigf qegig hk gxgq eg|b`g hk~g`hg`d hg~gx
fbtgekik hb`dg` lgke xk`degx k`xb`qkxgq ~b`kigkg` |bq~m`hb` *Kqxkog`xm) >2+.
1.3.
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1.3.1 Gigx G`gikqkq Hgxg
1.3.1.7 Rok Sgikhkxgq
Rok Sgikhkxgq hkdr`geg` r`xre fb`drer| qgj gxgr sgikh xkhge`{g qrgxr
erbqkm`b|. Qrgxr erbqkm`b| hkegxgeg` sgikh okeg ~b|xg`{gg` ~ghg erbqkm`b|
fgf~r r`xre fb`dr`deg~eg` qbqrgxr {g`d geg` hkrer| mibj erbqkm`b| xb|qblrx.
Ag|g fb`drer| sgikhkxgq hb`dg` fbigereg` em|bigqk g`xg| qem| lrxk| ~b|xg`{gg`
hb`dg` xmxgi qem| sg|kglbi. Okeg | jkxr`d 0 | xglbi hg` `kigk ~mqkxkc) fgeg ~b|xg`{gg`
gxgr k`hkegxm| hk`{gxgeg` sgikh *Djmgik) >3 ? 82+. Ag|g fb`drer| sgikhkxgq
erbqkm`b| hkigereg` hb`dg` fb`djkxr`d `kigk em|bigqk g`xg| hgxg ~ghg fgqk`d
fgqk`d ~b|xg`{gg` hb`dg` qem| xmxgi fb`ddr`geg` |rfrq Xbe`ke Em|bigqk
^|mhreFmfb`x) qblgdgk lb|kerx ?
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^b`drer|g` |bikglkikxgq hg~gx hkigereg` hb`dg` M`b Qjmx - ~b`drer|g`
qbegik qgog) hg` ebfrhkg` jgqki`{g hklg`hk`deg` hb`dg` ~b|xg`{gg` igk` gxgr
fb`drer| em|bigqk g`xg| ogtglg` ~b|xg`{gg`.
Rok \bikglkikxgq hkigereg` hb`dg` lg`xrg` Q^QQ cm| tk`hmtq) {g`d
fbflb|keg` cgqkikxgq r`xre fb`drer| |bikglkikxgq hb`dg` Rok QxgxkqxkeA|m`lgaj
Gi~jg *+. Qrgxr sg|kglbi hkegxgeg` |bikglbi okeg fbflb|keg` `kigk A|m`lgaj
Gi~jg 0 >)3> *Djmgik) >3 ? 82 ? 8;+) ghgigj qblgdgk lb|kerx ?
Hkfg`g ?
6 embckqkb` |bikglkikxgq
| 6 fbg` em|bigqk kxbf
e 6 orfigj sg|kglbi
7 6 lkig`dg` em`qxg`
1.3.8 Rok Gqrfqk Eigqke
Rok Gqrfqk Eigqke lb|xrorg` r`xre fb`dbxgjrk g~gegj sg|kglbi&sg|kglbi {g`d
hk~gegk hgigf ~b`bikxkg` k`k lg`{ge gxgr xkhge ebfrhkg` hkg`gikqkq fb`ddr`geg`
G`gikqkq \bd|bqk. Rok Gqrfqk Eigqke {g`d hkdr`geg` ghgigj ?
1.3.8.7Rok Frixkemik`bg|kxgq
Rok Frixkemik`bg|kxgq lb|xrorg` r`xre fb`drok g~gegj fmhbi |bd|bqk
hkxbfreg` ghg`{g em|bigqk g`xg| sg|kglbi lblgq *K`hb~b`hb`x+. Fmhbi \bd|bqk
|e
e|
+7*7 %6
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{g`d lgke qbjg|rq`{g xkhge xb|oghk em|bigqk hkg`xg|g sg|kglbi k`hb~b`hb`. Ag|g
fb`hbxbeqk ghg gxgr xkhge`{g frixkemik`bg|kxgq hk hgigf fmhbi |bd|bqk ghgigj
qblgdgk lb|kerx ?
7. @kigk \< {g`d hkjgqkieg` mibj qrgxr bqxkfgqk fmhbi |bd|bqk bf~k|kq qg`dgx
xk`ddk.
);> fgeg fb|r~geg` k`hkegqk ghg`{g frixkemik`bg|kxgq.
1. Hg~gx hkikjgx hg|k @kigk Xmib|g`ab hg` igtg``{g) Sg|kg` K`cigxkm` Cgaxm|
*SKC+. Okeg `kigk xmib|g`ab 9 >)7> gxgr 6 `kigk SKC 0 7> lb|g|xk fb`r`oreeg`
ghg`{g frixkemik`bg|kxgq *Djmgik) >3 ? ;7+.
Rok Frixkemik`bg|kxgq hkxb|g~eg` ~ghg ~b|qgfgg` {g`d fbfgqreeg`
lblb|g~g sg|kglbi lblgq qbag|g lb|qgfg qgfg. ^b|qgfgg` xb|qblrx ghgigj
~b|qgfgg` {g`d fb`drok sg|kglbi ergikxgq ~|mhre) ~b|qb~qk ergikxgq ig{g`g`) hg`
~b|qb~qk jg|dg.
1.3.8.< Rok Jbxb|mqebhgqxkqkxgq
Rok Jbxb|mqebhgqxkqkxgq lb|xrorg` r`xre fb`drok g~gegj hgigf fmhbi
|bd|bqk xb|oghk ebxkhgeqgfgg` Sg|kg`ab hg|k |bqkhrgi qgxr ~b`dgfgxg` eb
~b`dgfgxg` {g`d igk`. Okeg sg|kg`ab hg|k |bqkhrgi qgxr ~b`dgfgxg` eb
~b`dgfgxg` {g`d igk` xbxg~) fgeg hkqblrx Jmfmqebhgqxkqkxgq) hg` okeg lb|lbhg
hkqblrx Jbxb|mqebhgqxkqkxgq. Fmhbi |bd|bqk {g`d lgke ghgigj xkhge xb|oghk
Jbxb|mqebhgqxkqkxgq. Ag|g r`xre fb`hbxbeqk ghg gxgr xkhge`{g Jbxb|mqebhgqxkqkxgq
ghgigj hb`dg` fbikjgx D|gcke ^imx g`xg|g `kigk ~|bhkeqk sg|kglbi hb~b`hb`
*_^\BH+ hb`dg` |bqkhrgi`{g *Q\BQKH+ *Djmgik) >3 ? 7>2+.
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1.3.8.1Rok @m|fgikxgq
Rok @m|fgikxgq lb|xrorg` r`xre fb`drok xk`degx eb`m|fgig` sg|kglbi
hb~b`hb` hg` sg|kglbi k`hb~b`hb`. Fmhbi |bd|bqk {g`d lgke ghgigj fbfkikek
Hkqx|klrqk Hgxg @m|fgi gxgr fb`hbegxk `m|fgi. Ag|g r`xre fb`hbxbeqk g~gegj
|bqkhrgi lb|hkqx|klrqk `m|fgi gxgr xkhge {gkxr) hb`dg` fbikjgx @m|fgi ^|mlglkikx{
^imx{g`d fbflg`hk`deg` Hkqx|klrqk Erfrigxkc hg|k hkqx|klrqk `m|fgi. Hkqx|klrqk
@m|fgi geg` fbflb`xre qgxr dg|kq ir|rq hkgdm`gi) hg` ~imxk`d hgxg |bqkhrgi geg`
hklg`hk`deg` hb`dg` dg|kq hkgdm`gi. Okeg hkqx|klrqk hgxg |bqkhrgi `m|fgi) fgeg
dg|kq {g`d fb`ddgflg|eg` hgxg qbqr`ddrj`{g geg` fb`dkerxk dg|kq hkgdm`gi`{g
*Djmgik) >3 ? 77>+.
1.3.2 G`gikqkq \bd|bqk Ik`bg| Lb|dg`hg
G`gikqkq |bd|bqk ik`bg| lb|dg`hg hkdr`geg` r`xre fb`dbxgjrk jrlr`dg` qblgl
geklgx hb`dg` fb`b`xreg` `kigk [ *qblgdgk sg|kglbi hb~b`hb`+ hg` r`xre fb`geqk| `kigk
`kigk {g`d lb|jrlr`dg` hb`dg` Z *qblgdgk sg|kglbi k`hb~b`hb`+) hb`dg` fb`ddr`geg`
|rfrq qxgxkqxke gxgr fmhbi fgxbfgxkq
[ 6 > % 7.Z7 %
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b 6 b|m|
1.3.3 Embckqkb` Hbxb|fk`gqk
R`xre fb`drok fmhbi ~b`bikxkg` k`k ghgigj hb`dg` fb`djkxr`d embckqkb`
hbxb|fk`gqk *\< ? 82+. Qbfgek` lbqg| \< qrgxr sg|kglbi lblgq fb`r`oreeg`
qbfgek` hmfk`g``{g ~b`dg|rj xb|jghg~ sg|kglbi xkhge lblgq`{g) hg` sg|kglbi lblgq
fbf~r`{gk \< ~gik`d lbqg| fb`r`oreeg` ~b`dg|rj ~gik`d hmfk`g` xb|jghg~ sg|kglbi
xkhge lblgq. Lbqg|g` \< {g`d hkhbck`kqkeg` hkeb`gi qblgdgk embckqkb` hbxb|fk`gqk
*qgf~bi+ hg` fb|r~geg` lbqg|g` {g`d ~gik`d igkf hkdr`geg` r`xre fb`drer| eblgkeg`
qbqrgk *dmmh`bqq mc ckx+ dg|kq |bd|bqk. Qbag|g sb|lgi) \< fb`drer| ~|m~m|qk *lgdkg`+ gxgr
~|mqb`xgqb xmxgi sg|kgqk hgigf [ {g`d hkobigqeg` mibj fmhbi |bd|bqk.
Embckqkb` Hbxb|fk`gqk *\3 ? :8+.
Ig`degj ig`degj ~b`drokg` ghgigj qblgdgk lb|kerx ?
g+ Fb`b`xreg` Cm|frigqk Jk~mxbqkq
7. Jm ? l7 ? l< ? l1 6 >. G|xk`{g) sg|kglbi k`hb~b`hb` lreg` fb|r~geg` ~b`obigq
{g`d qkd`kckeg` xb|jghg~ sg|kglbi hb~b`hb`.
. G|xk`{g) sg|kglbi k`hb~b`hb` fb|r~geg` ~b`obigq {g`d
qkd`kckeg` xb|jghg~ sg|kglbi hb~b`hb`.
l+ Fb`b`xreg` Hb|gogx Eb~b|ag{gg` 2 " * 6 >)>2+ hg|k xjkxr`d hg` xxglbi. Hb`dg` orfigj
qgf~bi :2 hg` fb`ddr`geg` rok hrg qkqk hkhg~gx xxglbi qblbqg| 7);:;. Lkig xjkxr`d 0 xxglbi
fgeg Jm hkxmige hg` Jg hkxb|kfg. Lkig xjkxr`d 9 xxglbi fgeg Jm hkxb|kfg hg` Jg hkxmige.
a+ Fbflrgx Ebqkf~rig`
7. Lkig xjkxr`d 0 xxglbi fgeg Jm hkxmige hg` Jg hkxb|kfg) fb`{gxgeg` lgjtg sg|kglbi
k`hb~b`hb` qbag|g k`hkskhrgi fbf~b`dg|rjk sg|kglbi hb~b`hb`.
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23 ? :8+. Sg|kglbi k`hb~b`hb {gkxr
ergikxgq ~|mhre *Z7+) ~b|qb~qk ergikxgq ig{g`g` *Z. G|xk`{g) g~gegj qbfrg sg|kglbi
k`hb~b`hb` lreg` fb|r~geg` ~b`obigq {g`d qkd`kckeg` xb|jghg~ sg|kglbi
hb~b`hb`.
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a+ Fbflrgx Ebqkf~rig`
7. Lkig Cjkxr`d 0 Cxglbi fgeg Jm hkxmige hg` Jg hkxb|kfg.
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28
LGL KS
JGQKI HG@ ^BFLGJGQG@
8.7 Hbqe|k~qk Mlobe ^b`bikxkg`
8.7.7 Dgflg|g` Rfrf ^b|rqgjgg`
Gtgi`{g ~ghg lrig` Orik 7;;3) ebdkgxg` ~b`dbimigg` gk| fk`rf k`k
hkfrigk hg|k fb`orgi gk| lb|qkj hb`dg` jg|dg \~ qbxkg~ ob|kdb`. Qbxbigj xkdg
lrig` fb`ogig`eg` rqgjg) hk|gqg xkhge fb`hg~gxeg` r`xr`d {g`d lb|g|xk) fgeg
fr`ari khb r`xre fbflreg rqgjg gk| fk`rf hgigf ebfgqg` *GFHE+. Khb
fb`hk|keg` k`hrqx|k GFHE k`k hkhgqg|k eb{gek`g` {g`d ergx lgjtg rqgjg gk|
fk`rf geg` lb|~|mq~be ab|gj eg|b`g fbikjgx hgigf hgqg tg|qg ;>&g`
~b|ebflg`dg` em`qrfqk gk| fk`rf hgigf ebfgqg` *GFHE+ ab`hb|r`d
lb|ebflg`d qg`dgx ~bqgx. Ebfgorg` xbe`mimdk {g`d lb|hgf~ge {g`d fb`drlgj
~b|kiger fg`rqkg hg|k ebk`dk`g` ~bfb`rjg` {g`d qbfrig qbhb|jg`g xb|rq
lb|ebflg`d lb|qbib|g xk`ddk) qbjk`ddg fb`kflrieg` eblrxrjg` {g`d frixk
emf~ibeq xb|fgqre gk| fk`rf hgigf ebfgqg` k`k lreg` igdk qbebhg| dg{g jkhr~
xbxg~k qrhgj fb`oghk qgigj qgxr eblrxrjg`.
^bqgx`{g ~b|ebflg`dg` em`qrfqk *GFHE+ qrhgj lg|g`d xb`xr
fb`ak~xgeg` ~birg`d lkq`kq hk lkhg`d k`hrqx|k GFHE. R`xre fbfg`cggxeg`
~birg`d k`k) fgeg xb~gx`{g ~ghg lrig` @msbflb| 7;;3 frigkigj hklreg rqgjg
hklkhg`d gk| fk`rf hgigf ebfgqg` hg` jgqki ~|mhreqk`{g lb|`gfg Ogtg Xk|xg
{g`d hk~|mhreqk mibj AS. Qbeg| Ogdgh Fbeg|.
^ghg gtgi fbflreg rqgjg) ~|mqbq ~|mhreqk hkogig`eg` hkqblrgj xbf~gx
qbhb|jg`g hb`dg` fb`ddr`geg` fbqk` ~b`dmigj gk| fk`rf r`xre |rfgj xg`ddg.
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Qreg hreg fbtg|`gk rqgjg k`k) eg|b`g qbfrig eg|{gtg` jg`{g hrg m|g`d qgog
fgeg ~|gexkq ~bfkike qb|k`d xb|or` ig`dqr`d fbflg`xr ~|mqbq ~|mhreqk hg`
~b`orgig`. Qbxbigj ikfg lrig` lb|ogig` rqgjg gk| fk`rf k`k lb|ebflg`d) fgeg
hk~rxrqeg` r`xre fbfrxrqeg` fb`ddg`xk fbqk` ~b`dmigj gk| fk`rf {g`d iblkj
lbqg|. Hb`dg` hrer`dg` hg|k lg`e fgeg ~bfkike fbflbik fbqk` ckixb|) mm` hg`
rix|g skmibx) qblgdgkfg`g hkq{g|gxeg` mibj Hb~g|xbfb` Ebqbjgxg` hg`
Hb~g|xbfb` ^b|k`hrqx|kgg`.
Dr`g fb`ag~gk xrorg` rxgfg qbxkg~ ~b|rqgjgg` fbf~b|mibj iglg) fgeg
~b|rqgjgg` k`k ~r` fbfkikek skqk hg` fkqk ~b|rqgjgg`. Ghg~r` skqk hg` fkqk
~b|rqgjgg` AS. Qbeg| Oghgd Fbeg| Qbfg|g`d qblgdgk lb|kerx ?
8.7.7.7 Skqk
Fb`oghk ~b|rqgjgg` xb|ebfreg hgigf k`hrqx|k gk| fk`rf hmfbqxke hg`
k`xb|`gqkm`gi.
8.7.7.< Fkqk
g. Fbf~|mhreqk gk| fk`rf hgigf ebfgqg` qbqrgk qxg`hg| gqkm`gi.
l. Fbflb|keg` ~b|ik`hr`dg` hg` eb~rgqg` eb~ghg ~big`ddg` hb`dg`
fbf~b|jgxkeg` ~big{g`g` xb~gx tgexr) xb~gx ob`kq qb|xg xb~gx orfigj.
a. Fb`b|g~eg` hg` fb`dbflg`deg` qkqxbf frxr KQQM ;>>
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23
Qrgxr m|dg`kqgqk xkhge geg` lgke g~glkig hk hgigf`{g xkhge ghg ~bflgdkg`
eb|og {g`d obigq. ^b`bxg~g` tbtb`g`d {g`d obigq hg` ~b|xg`ddr`d ogtglg` {g`d
qbqrgk hb`dg` xrdgq`{g qbjk`ddg ~bigeqg`gg` ~beb|ogg` fb`oghk qkf~g`d qkr|
hg` qgik`d fbibf~g| xg`ddr`d ogtgl.
Hgigf jrlr`dg``{g hb`dg` xk~b m|dg`kqgqk {g`d ekxg eb`gi fgeg AS.
Qbeg| Ogdgh Fbeg| Qbfg|g`d fb`ddr`geg` qx|rexr| m|dg`kqgqk dg|kq. ^ghg
m|dg`kqgqk xkg~&xkg~ xrdgq xb|ibxge ~ghg qgxr xg`dg` qb|xg qgxr dg|kq tbtb`g`d
ig`dqr`d hg|k ~kf~k`g` eb lgtgjg`.
Ghg~r` qxrexr| m|dg`kqgqk AS. Qbeg| ogdgh Fbeg| Qbfg|g`d qblgdgk
lb|kerx ?
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Dgflg| 8.7
Qx|rexr| M|dg`kqgqk AS. Qbeg| Ogdgh Fbeg| Qbfg|g`d
* Qrflb| ? AS. Qbeg| Ogdgh Fbeg|) >; +
8.7.7.8 Oml Hbqa|k~xkm`
Xrdgq fgqk`d&fgqk`dlgdkg` {g`d ghg ~ghg qx|rexr| m|dg`kqgqk AS. Qbeg|
Ogdgh Fbeg| Qbfg|g`d ghgigj qblgdgk lb|kerx ?
7. Hk|bexr| hg` Tgeki Hk|bexr|
Qblgdgk hk|bexr| fb|r~geg` qrflb| hg|k tbtb`g`d hg` ~b`g`ddr`d ogtgl
xb|xk`ddk hgigf ~b|rqgjgg`) fbf~r`{gk xrdgq hg` xg`ddr`d ogtgl r`xre
Hk|bexr|
Tgeki Fg`gobfb`
Wrgikx{
Am`x|mi
^|mhreqk Ebrg`dg` ^bfgqg|g`
^b`arakg`
^b`dkqkg`
^b`{bdbig`
^bigeqg`g WA QHF ^big{g`g`
^big`ddg`
^b`orgig`Rfrf
Drhg`d
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2:
fb`dbimig qbir|rj ogig``{g ~b|rqgjgg`. Qbhg`deg` xrdgq tgeki hk|bexr|
ghgigj fbflb`xr xrdgq hg|k ~ghg hk|bexr| ~b|rqgjgg`.
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2;
2. ^bfgqg|g`
Lgdkg` ~bfgqg|g` lb|xrdgq r`xre fbfgqg|eg` ~|mhre&~|mhre ~b|rqgjgg`
hg` lb|xg`ddr`d ogtgl gxgq qbdgig ebdkgxg` ~bfgqg|g`.
8.< Dgflg|g` Rfrf \bq~m`hb`
Hklgtgj k`k hkqgokeg` eg|gexb|kqxke |bq~m`hb` {g`d hkqrqr` hgigf xglbi c|berb`qk
r`xre fbfrhgjeg` hgigf fb`dkhb`xkckegqk ak|k&ak|k |bq~m`hb`. ^b`ddmim`dg` {g`d
hkigereg` xb|jghg~ |bq~m`hb` hgigf ~b`bikxkg` k`k lb|xrorg` r`xre fb`dbxgjrk qbag|g
obigq fb`db`gk dgflg|g` |bq~m`hb` qblgdgk mlobe ~b`bikxkg`.
Hgigf ~b`bikxkg` k`k hkqbhkgeg` qblg`{ge 7
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3>
fb`dgxgq`gfgeg` ~bqg`g` xb|qblrx hb`dg` `gfg Lg~ge gxgr Qrgfk fb|beg
fbqek~r` {g`d fbfk`xg ogqg ig{g`g` xb|qblrx egrf tg`kxg.
8.
7/31/2019 ANALISIS PENGARUH KUALITAS PRODUK, KUALITAS LAYANAN DAN PERSEPSI HARGA TERHADAP KEPUASAN PELANGG
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37
Xglbi 8.1
\bq~m`hb` Lb|hgqg|eg` ^b`hkhkeg`
^b`hkhkeg` Orfigj^b|qb`xgqb
*"+
Q< 8 8)4
QFG )3
Q7 22 38)4
Xmxgi :2 7>>
*Qrflb| ? Hgxg ~|kfb| {g`d hkmigj) 7>+
Hg|k Xglbi 8.1 hg~gx hkikjgx lgjtg |bq~m`hb` {g`d lb|~b`hkhkeg` Q7 iblkj
hmfk`g` qblg`{ge 22 m|g`d hb`dg` ~b|qb`xgqb qblbqg| 38)4. Jgi k`k xb|oghk eg|b`g
qbk|k`d lbebflg`d`{g ebfgorg` gfg` {g`d fgr xkhge fgr fb`r`xrx r`xre
lb|~b`hkhkeg` iblkj xk`ddk hb`dg` fk`kfgi ~b`hkhkeg` qg|og`g.
8.
7/31/2019 ANALISIS PENGARUH KUALITAS PRODUK, KUALITAS LAYANAN DAN PERSEPSI HARGA TERHADAP KEPUASAN PELANGG
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3+
Hg|k Xglbi 8.7> hg~gx hkikjgx lgjtg |bq~m`hb` {g`d ~b|`gj fb`dbirj gxgq
ergikxgq ~|mhre fb`db`gk eblb|qkjg` ebfgqg` qblg`{ge 1 m|g`d hb`dg`
~b|qb`xgqb qblbqg| 1)3 ~b|qb` qbhg`deg` |bq~m`hb` {g`d fb`dbirj gxgq ergikxgq
~|mhre fb`db`gk ~|mhre er|g`d lb|qkj qblg`{ge 7 m|g`d hb`dg` ~b|qb`xgqb
qblbqg| 7)< ~b|qb`. Ghg~r` |bq~m`hb` {g`d xkhge ~b|`gj fb`dbirj gxgq ergikxgq
~|mhre qblg`{ge :7 m|g`d hb`dg` ~b|qb`xgqb qblbqg| ;2)< ~b|qb`.
8.
7/31/2019 ANALISIS PENGARUH KUALITAS PRODUK, KUALITAS LAYANAN DAN PERSEPSI HARGA TERHADAP KEPUASAN PELANGG
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33
Xglbi 8.77
\bq~m`hb` Lb|hgqg|eg` Ebirjg` Ergikxgq Ig{g`g`
Ebirjg` Orfigj ^b|qb`xgqb *"+
^b|`gj 1 1)2
Xkhge ^b|`gj :< ;3)2
Xmxgi :2 7>>
*Qrflb| ? Hgxg ~|kfb| {g`d hkmigj) 7>+
Lb|hgqg|eg` Xglbi 8.77 hg~gx hkikjgx lgjtg |bq~m`hb` {g`d xkhge ~b|`gj
fb|gqg ebabtg gxgq ergikxgq ig{g`g` qblg`{ge :< m|g`d hb`dg` ~b|qb`xgqb
qblbqg| ;3)2 ~b|qb` qbhg`deg` |bq~m`hb` {g`d fb|gqg ebabtg gxgq ergikxgq
ig{g`g` qblg`{ge 1 m|g`d hb`dg` ~b|qb`xgqb 1)2 ~b|qb`.
8.
7/31/2019 ANALISIS PENGARUH KUALITAS PRODUK, KUALITAS LAYANAN DAN PERSEPSI HARGA TERHADAP KEPUASAN PELANGG
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34
~b|`gj fb`dbirj gxgq ergikxgq ig{g`g` qblg`{ge :< m|g`d hb`dg` ~b|qb`xgqb
qblbqg| ;3)8 ~b|qb`.
8.1 Hbqe|k~qk Sg|kglbi ^b`bikxkg`
8.1.7 Xg`ddg~g` \bq~m`hb` xb|jghg~ Sg|kglbi Ergikxgq ^|mhre *Z7+
Lb|hgqg|eg` ~b`dmigjg` hgxg hb`dg` lg`xrg` ~|md|gf Q^QQcm| tk`hmtq hg`
erbqkm`b| {g`d xbigj hkqblg| eb~ghg |bq~m`hb` fgeg jgqki xg`ddg~g` ~ghg sg|kglbi Z7
hkqgokeg` ~ghg Xglbi 8.71 lb|kerx k`k ? *Mrx~rx Q^QQ xb|ag`xrf ~ghg jgigfg`
igf~k|g`+.
Xglbi 8.71
Jgqki Xg`ddg~g` \bq~m`hb` Xb|jghg~ Sg|kglbi Z7
Emhb Kxbf
^b|`{gxgg`
Jgqki Xg`ddg~g` \bq~m`hb`
QXQ XQ @ Q QQ
c " c " c " c " c "
W8 7 7)< 1 1)2
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3:
hkqgokeg` ~ghg Xglbi 8.78 lb|kerx k`k ? *Mrx~rx Q^QQ xb|ag`xrf ~ghg jgigfg`
igf~k|g`+.
Xglbi 8.78
Jgqki Xg`ddg~g` \bq~m`hb` Xb|jghg~ Sg|kglbi Z
Lb|hgqg|eg` Xglbi 8.78 hkgxgq fgeg hg~gx hkikjgx lgjtg c|berb`qk |bq~m`hb`
xb|jghg~ ergikxgq ~|mhre hkhmfk`gqk mibj ogtglg` qbxror hb`dg` k`xb|sgi fbg`
77)7432) fbhkg` 77)>>> hg` fmhb 7>)>>
8.8 G`gikqkq Hgxg
8.8.7 Jgqki Rok Sgikhkxgq hg` \bikglkikxgq
Rok Sgikhkxgq hg` \bikglkikxgq hkdr`geg` r`xre fb`dbxgjrk g~gegj ~b|`{gxgg`&
~b|`{gxgg` {g`d ghg hgigf erbqkm`b| ig{ge gxgr qgj r`xre hkdr`geg` qblgdgk
k`qx|rfb` ~b`bikxkg`. Rok Sgikhkxgq hg` \bikglkikxgq hgigf ~b`bikxkg` k`k fb`ddr`geg`
lg`xrg` ~|md|gf Q^QQ cm| tk`hmtq) hb`dg` qgf~bi {g`d hkdr`geg` qblbqg| :2
|bq~m`hb` ~ghg fgqk`d&fgqk`d k`hkegxm| hk xkg~ sg|kglbi`{g.
8.8.7.7 Rok Sgikhkxgq
Rok Sgikhkxgq hkdr`geg` r`xre fb`drer| qgj gxgr sgikh xkhge`{g qrgxr
erbqkm`b|. Qrgxr erbqkm`b| hkegxgeg` sgikh okeg ~b|xg`{gg` ~ghg erbqkm`b|
fgf~r r`xre fb`dr`deg~eg` qbqrgxr {g`d geg` hkrer| mibj erbqkm`b|
xb|qblrx. Ag|g fb`drer| sgikhkxgq hb`dg` fbigereg` em|bigqk g`xg| qem| lrxk|
~b|xg`{gg` hb`dg` xmxgi qem| sg|kglbi.
Okeg |jkxr`d 0 |xglbi hg` `kigk ~mqkxkc) fgeg ~b|xg`{gg` gxgr k`hkegxm|
hk`{gxgeg` sgikh*Djmgik) >3 ? 82+.
7/31/2019 ANALISIS PENGARUH KUALITAS PRODUK, KUALITAS LAYANAN DAN PERSEPSI HARGA TERHADAP KEPUASAN PELANGG
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47
Xglbi 8.74
Jgqki Rok Sgikhkxgq
Sg|kglbi EmhbKxbf |jkxr`d |xglbi Qkd. E|kxb|kg
Ergikxgq ^|mhre *Z7+
^b|qb~qk Ergikxgq Ig{g`g`
*ZW77W71>)31:>)4>)371>)418
>)3;;>)41:>)42:>)277
>)243
>)4;3>):7)414
>)428>)41:>)41>
>)))))))))))))))))>>>>)>>>>)>>>>)>>>>)>>>
>)>>>>)>>>>)>>>>)>>>
>)>>>
>)>>>>)>>>>)>>>
>)>>>>)>>>>)>>>
SgikhSgikhSgikhSgikhSgikh
SgikhSgikhSgikhSgikh
Sgikh
SgikhSgikhSgikh
SgikhSgikhSgikh
*Qrflb|? Hgxg ~|kfb| {g`d hkmigj) 7>+
Hg|k xglbi 8.74 hk gxgq) xb|ikjgx jgqki Rok Sgikhkxgq fb`r`oreeg` lgjtg
`kigk |jkxr`d hg|k fgqk`d&fgqk`d sg|kglbi iblkj lbqg| hg|k |xglbi qblbqg| >))>2. Oghk) hg~gx
hkqkf~rieg` lgjtg fgqk`d&fgqk`d lrxk| ~b|xg`{gg` ghgigj sgikh.
8.8.7.< Rok \bikglkikxgq
Hgigf ~b`bikxkg` k`k ~b`drer|g` |bikglkikxgq hkigereg` hb`dg` lg`xrg`
Q^QQ cm| tk`hmtq) {g`d fbflb|keg` cgqkikxgq r`xre fb`drer| |bikglkikxgq
hb`dg` Rok Qxgxkqxke A|m`lgaj Gi~jg *+. Qrgxr sg|kglbi hkegxgeg` |bikglbi
okeg fbflb|keg` `kigk A|m`lgaj Gi~jg 0 >)3> *Djmgik) >3 ? 8
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43
>)342
>)344
>)311
\bikglbi
\bikglbi
\bikglbi
\bikglbi
*Qrflb|? Hgxg ~|kfb| {g`d hkmigj) 7>+
Hg|k Xglbi 8.7: hk gxgq) xb|ikjgx lgjtg `kigk A|m`lgajGi~jg hg|k xkg~ &
xkg~ em`qx|re iblkj lbqg| hg|k >)3> {g`d lb|g|xk lgjtg erbqkm`b| {g`d
fb|r~geg` k`hkegxm| & k`hkegxm| hg|k sg|kglbi gxgr em`qx|re xb|qblrx |bikglbi
gxgr jg`hgi.
8.8.< G`gikqkq \bd|bqk Ik`bg| Lb|dg`hg
G`gikqkq \bd|bqk Ik`bg| Lb|dg`hg hkdr`geg` r`xre fb`dbxgjrk qblb|g~g lbqg|
~b`dg|rj sg|kglbi k`hb~b`hb` xb|jghg~ sg|kglbi hb~b`hb` *Djmgik >3 ? :8+. Qbag|g
rfrf cm|frig gxgr |rfrq ~b|qgfgg` |bd|bqk ik`bg| lb|dg`hg {g`d hkdr`geg` hgigf
qblrgj ~b`bikxkg` ghgigj qblgdgk lb|kerx ?
[ 6 g % l7Z7 % l
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41
g 6 em`qxg`xg
b 6 b||m|
Xglbi 8.7;
Jgqki Bqxkfgqk Ik`kb| Lb|dg`hg
*Qrflb| ? Hgxg ~|kfb| hkmigj) 7>+
Lb|hgqg|eg` Xglbi 8.7; fb`db`gk jgqki bqxkfgqk \bd|bqk Ik`bg| Lb|dg`hg
hb`dg` ~|md|gf Q^QQcm| tk`hmtq) fgeg hg~gx hkqkf~rieg` ~b|qgfgg` |bd|bqk ik`bg|
lb|dg`hg hgigf ~b`bikxkg` k`k ghgigj qblgdgk lb|kerx ? [ 6 >))177Z< %
>)734Z1
Hkfg`g ?
[ 6 Eb~rgqg` ^big`ddg` Z< 6 ^b|qb~qk Ergikxgq Ig{g`g`
Z7 6 Ergikxgq ^|mhre Z1 6 ^b|qb~qk Jg|dg
Fmhbi xb|qblrx lb|g|xk lgjtg sg|kglbi Ergikxgq ^|mhre *Z7+ lb|~b`dg|rj ~mqkxkc
xb|jghg~ Eb~rgqg` ^big`ddg` *[+ hb`dg` `kigk >))734.
Ambcckakb`xqg
7.;8; 7.:14 7.>37 .47 .77 .:7; 7.< .;;7 7.>>;
.738 .7>2 .734 7.231 .7
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48
@gfr` r`xre fb`drok qkd`kckeg`qk embckqkb` |bd|bqk xb|qblrx) fgqkj hk~b|ireg`
~b`drokg` jk~mxbqkq fb`ddr`geg` Rok x hg` Rok C qb~b|xk {g`d xb|qgok lb|kerx k`k.
8.8.1 Rok ^g|qkgi *Rok x+
Rok x ~ghg hgqg|`{g fb`r`oreeg` qblb|g~g ogrj ~b`dg|rj qgxr sg|kglbi
k`hb~b`hb` qbag|g k`hkskhrgi hgigf fb`b|g`deg` sg|kgqk sg|kglbi hb~b`hb` *Djmgik
>3 ? :8+. ^b`dgflkig` eb~rxrqg` hb`dg` qkd`kckeg`qk *+ 6 >)>2 hg` fbflg`hk`deg`
`kigk xjkxr`d hb`dg` xxglbi hkxb`xreg` qblgdgk lb|kerx ?
& Okeg xk`degx qkd`kckeg`qk 9 >)>2 hg` `kigk xjkxr`d 0 xxglbi fgeg J> hkxmige hg` Jg
hkxb|kfg.
& Okeg xk`degx qkd`kckeg`qk 9 >)>2 hg` `kigk xjkxr`d 9 xxglbi fgeg J> hkxb|kfg hg` Jg
hkxmige.
Lb|hgqg|eg` g`gikqkq hb`dg` fb`ddr`geg` ~|md|gf Q^QQcm| tk`hmtq fgeg
fb`djgqkieg` mrx~rx qblgdgk lb|kerx ?
Xglbi 8.
Jgqki Ik`bg| Lb|dg`hg *Rok x+
*Qrflb| ? Hgxg ~|kfb| hkmigj) 7>+
Lb|hgqg|eg` Xglbi 8. hg~gx hkikjgx lgjtg jgqki ~b|jkxr`dg` embckqkb` |bd|bqk
hb`dg` Rok x ghgigj qblgdgk lb|kerx ?
Ambcckakb`xqg
7.;8; 7.:14 7.>37 .47 .77 .:7; 7.< .;;7 7.>>;
.738 .7>2 .734 7.231 .7
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42
@kigk xjkxr`d ~ghg sg|kglbi Ergikxgq ^|mhre *Z7+ ghgigj qblbqg| 3 hb`dg`
xk`degx qkd`kckeg`qk >)77. Eg|b`g xjkxr`d 3 0 xxglbi 7);:; hb`dg` xk`degx
qkd`kckeg`qk >)>77 9 >)>2 fgeg Jm hkxmige hg` Jg hkxb|kfg.
Ebqkf~rig` ? Ergikxgq ~|mhre lb|~b`dg|rj ~mqkxkc xb|jghg~ eb~rgqg`
~big`ddg` xb|lrexk geg` eblb`g|g``{g. Gxgr hb`dg` egxg igk` sg|kglbi
ergikxgq ~|mhre lb|~b`dg|rj qbag|g k`hkskhrgi hg` qkd`kckeg` xb|jghg~
eb~rgqg` ~big`ddg`.
@kigk xjkxr`d ~ghg sg|kglbi Ergikxgq Ig{g`g` *Z)>>)>>< 9 >)>2 fgeg Jm hkxmige hg` Jg hkxb|kfg.
Ebqkf~rig` ?Ergikxgq ig{g`g` lb|~b`dg|rj ~mqkxkc xb|jghg~ eb~rgqg`
~big`ddg` xb|lrexk geg` eblb`g|g``{g. Gxgr hb`dg` egxg igk` sg|kglbi
ergikxgq ig{g`g` lb|~b`dg|rj qbag|g khkskhrgi hg` qkd`kckeg` xb|jghg~
eb~rgqg` ~big`ddg`.
@kigk xjkxr`d ~ghg sg|kglbi ^b|qb~qk Jg|dg *Z1+ ghgigj qblbqg| 7)231 hb`dg`
xk`degx qkd`kckeg`qk >)72 fgeg Jm hkxb|kfg hg` Jg hkxmige.
Ebqkf~rig` ? ^b|qb~qk jg|dg lb|~b`dg|rj ~mqkxkc xb|jghg~ eb~rgqg`
~big`ddg` xb|lrexk geg` eblb`g|g``{g. Gxgr hb`dg` egxg igk` sg|kglbi
~b|qb~qk jg|dg lb|~b`dg|rj qbag|g k`hkskhrgi xbxg~k xkhge qkd`kckeg` xb|jghg~
eb~rgqg` ~big`ddg`.
8.8.8 Rok Qkfrixg` *Rok C+
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43
Qbigk` kxr) hgigf ~b`bikxkg` k`k ordg fbflrexkeg` eblb`g|g` jk~mxbqkq hb`dg`
Rok C ~ghg hgqg|`{g fb`r`oreeg` g~gegj qbfrg sg|kglbi k`hb~b`hb` {g`d
hkfgqreeg` hgigf fmhbi fbf~r`{gk ~b`dg|rj qbag|g qkfrixg` gxgr lb|qgfg&qgfg
xb|jghg~ sg|kglbi hb~b`hb` *Djmgik >3 ? :8+. Jgqki ~b|jkxr`dg` fb`ddr`geg`
Q^QQcm| tk`hmtq hkqgokeg` ~ghg Xglbi 8.)>>>. Mibj eg|b`g ~|mlglkikxgq ogrj iblkj
ebaki hg|k~ghg >)>2 *>)>>> iblkj ebaki hg|k >)>2+ hg` Cjkxr`d iblkj lbqg| hg|k Cxglbi
*:)321 iblkj lbqg| hg|k g
.744 :7 1.>:;
11>.121 :8
\bd|bqqkm`
\bqkhrgi
Xmxgi
Fmhbi7
Qrf mc
Qwrg|bq hc Fbg` Qwrg|b C Qkd.
^|bhkaxm|q? *Am`qxg`x+) ^B\QB^QK JG\DG) ERGIKXGQ IG[G@G@) ERGIKXGQ
^\MHRE
g.
Hb~b`hb`x Sg|kglib? EB^RGQG@ ^BIG@DDG@l.
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77/141
44
hbxb|fk`gqk ghgigj g`xg|g `mi hg` qgxr *Djmgik) >3 ? :1+. @kigk embckqkb`
hbxb|fk`gqk hg~gx hkikjgx ~ghg Xglbi 8.
7/31/2019 ANALISIS PENGARUH KUALITAS PRODUK, KUALITAS LAYANAN DAN PERSEPSI HARGA TERHADAP KEPUASAN PELANGG
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4:
Xglbi 8.):7; 7);
^b|qb~qk Jg|dg >):74 7)") {g`d
lb|g|xk lgjtg xkhge xb|hg~gx em|bigqk g`xg| sg|kglbi lblgq {g`d iblkj lbqg| hg|k
;2". Fgeg hg|k jgi kxr hk`{gxgeg` xkhge xb|hg~gx frixkemik`bg|kxgq g`xg|
sg|kglbi lblgq hgigf fmhbi |bd|bqk.
8.8.3.< Rok Jbxb|mqebhgqxkqkxgq
Lb|hgqg|eg` ~b`dmigjg` hgxg {g`d xbigj hkigereg` fgeg jgqki rok
Jbxb|mqebhgqxkqkxgq hkxr`oreeg` ~ghg Dgflg| 8.< hk lgtgj k`k ?
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4;
Dgflg| 8.+
Lb|hgqg|eg` Dgflg| 8.< hk gxgq fgeg hg~gx hkikjgx lgjtg xkhge ghg ~mig
{g`d obigq) qb|xg xkxke&xkxke fb`{blg| hk gxgq hg` hk lgtgj g`deg > ~ghg qrflr
[) fgeg xkhge xb|oghk Jbxb|mqebhgqxkqkxgq.
Qagxxb|~imx
Hb~b`hb`x Sg|kglib? EB^RGQG@ ^BIG@DDG@
\bd|bqqkm` Qxg`hg|hkbh |bhkaxbh Sgirb
1&7&
:
3
8
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:>
@m|fgi ^&^ ^imx mc \bd|bqqkm` Qxg`hg|hkbh \bqkhrgi
Hb~b`hb`x Sg|kglib? EB^RGQG@ ^BIG@DDG@
Mlqb|sbh Arf |ml
7.>>.42.2>..>>
Bz~baxbhArf^|ml
7.>>
.42
.2>
..>>
8.8.3.1 Rok @m|fgikxgq
Lb|hgqg|eg` ~b`dmigjg` hgxg {g`d xbigj hkigereg` fgeg jgqki rok
@m|fgikxgq hkxr`oreeg` ~ghg Dgflg| 8.1 hk lgtgj k`k ?
Dgflg| 8.1
D|gcke Rok @m|fgikxgq
Lb|hgqg|eg` Dgflg| 8.1 hk gxgq fgeg hg~gx hkikjgx hgxg fb`{blg| hk
qbekxg| dg|kq hkgdm`gi hg` fb`dkerxk g|gj dg|kq hkgdm`gi) fgeg fmhbi |bd|bqk
~b`bikxkg` k`k fbfb`rjk gqrfqk `m|fgikxgq.
8.2 ^bflgjgqg`
Rok Sgikhkxgq fb`r`oreeg` lgjtg `kigk |jkxr`d hg|k fgqk`d&fgqk`d sg|kglbi iblkj lbqg|
hg|k |xglbi qblbqg| >))>2.
Hb`dg` jgqki ~b`drokg` {g`d xbigj hkigereg` qblgdgk lb|kerx ?
7. R`xre sg|kglbi Ergikxgq ^|mhre * Z7+
K`hkegxm| hb`dg` emhb W8 |jkxr`d &`{g qblbqg| >)4>1) W2 qblbqg| >)31:) W3 qblbqg|
>)4>)371) hg` W: qblbqg| >)418.
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:7
qblbqg| >)41:) W77 qblbqg|
>)42:) k`hkegxm| hb`dg` emhb W7< qblbqg| >)277) hg` W71 qblbqg| >)243.
1. R`xre sg|kglbi ^b|qb~qk Jg|dg * Z1+
K`hkegxm| hb`dg` emhb W78 |jkxr`d &`{gqblbqg| >)4;3) W72 qblbqg| >):7)414.
8. R`xre sg|kglbi Eb~rgqg` ^big`ddg` *[+
K`hkegxm| hb`dg` emhb W7 |jkxr`d &`{gqblbqg| >)428) W< qblbqg| >)41:) hg` k`hkegxm|
hb`dg` emhb W1 qblbqg| >)41>.
Oghk) hg~gx hkqkf~rieg` lgjtg fgqk`d & fgqk`d lrxk| ~b|xg`{gg` ghgigj sgikh.
Rok \bikglkikxgq fb`r`oreeg` lgjtg `kigk A|m`lgajGi~jg hg|k xkg~&xkg~ em`qx|re
gxgr sg|kglbi iblkj lbqg| hg|k >)3> {g`d lb|g|xk lgjtg erbqkm`b| {g`d fb|r~geg` k`hkegxm|&
k`hkegxm| hg|k sg|kglbi xb|qblrx ghgigj |bikglbi gxgr jg`hgi. Jgi xb|qblrx hg~gx hkikjgx hg|k
jgqki ~b`drokg` {g`d xbigj hkigereg` qblgdgk lb|kerx ? sg|kglbi Ergikxgq ^|mhre *Z7+ `kigk
A|m`lgaj Gi~jg&`{g qblbqg| >)4>37) ^b|qb~qk Ergikxgq Ig{g`g` *Z)3423)
^b|qb~qk Jg|dg *Z1+ qblbqg| >)344;) hg` Eb~rgqg` ^big`ddg` *[+ qblbqg| >)3113.
Hg|k jgqki bqxkfgqk \bd|bqk Ik`bg| Lb|dg`hg hb`dg` ~|md|gf Q^QQcm| tk`hmtq fgeg
~b|qgfgg` |bd|bqk ik`bg| lb|dg`hg hgigf ~b`bikxkg` k`k ghgigj qblgdgk lb|kerx ?
[ 6 >))177 Z< % >)734 Z1
Hkfg`g ?
[ 6 Eb~rgqg` ^big`ddg` Z< 6 ^b|qb~qk Ergikxgq Ig{g`g`
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:))734.
Jgqki ~b`drokg` Dmmh`bqq mc Ckx g`xg|g igk` ? jgqki hg|k Rok x fb`r`oreeg` lgjtg
qbfrg sg|kglbi k`hb~b`hb`) {ge`k ergikxgq ~|mhre) ergikxgq ig{g`g`) hg` ~b|qb~qk jg|dg
fbf~r`{gk qkd`kckeg`qk er|g`d hg|k >)>2. R`xre jgqki ~b|jkxr`dg` hkhg~gx xjkxr`d fgqk`d&
fgqk`d sg|kglbi qblbqg| 2 r`xre Ergikxgq ^|mhre *Z7+) 1)7;; r`xre Ergikxgq Ig{g`g`
*Z
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:1
Ghg~r` jgqki xbfrg` hg|k ~b`bikxkg` k`k {gkxr fb`{gxgeg` lgjtg sg|kglbi ~b|qb~qk
jg|dg qbag|g ~g|xkgi xkhge lb|~b`dg|rj xb|jghg~ sg|kglbi eb~rgqg` ~big`ddg` GFHE Ogtg
Xk|xg hk Emxg Qbfg|g`d eg|b`g qggx k`k jg|dg lreg`igj ~|km|kxgq rxgfg igdk r`xre ~g|g
~big`ddg` hgigf fbflbik qrgxr ~|mhre.
Ergikxgq ig{g`g` lb|~b`dg|rj ~mqkxkc hg` qkd`kckeg` xb|jghg~ eb~rgqg` ~big`ddg`
GFHE Ogtg Xk|xg hk Emxg Qbfg|g`d. Jgqki ~b`bikxkg` k`k fb`hrer`d ~b`bikxkg```{g
C|g`qkqag *>:+ hb`dg` ebqkf~rig` lgjtg ergikxgq ig{g`g` lb|~b`dg|rj xb|jghg~ eb~rgqg`
~big`ddg`. Lbdkxr ordg hb`dg` ergikxgq ~|mhre ordg lb|~b`dg|rj ~mqkxkc xb|jghg~ eb~rgqg`
~big`ddg`.
Hg|k jgqki Rok C fbf~b|ikjgxeg` lgjtg sg|kglbi k`hb~b`hb` {g`d hkdr`geg` hgigf
~b`bikxkg` k`k fbik~rxk ergikxgq ~|mhre) ergikxgq ig{g`g`) hg` ~b|qb~qk jg|dg ig{ge r`xre
fb`drok eb~rgqg` ~big`ddg` qblgdgk sg|kglbi hb~b`hb``{g. Jgi xb|qblrx hkxr`oreeg` hg|k
lbqg|`{g `kigk Cjkxr`d :)321 *iblkj lbqg| hg|k Cxglbi )>>>
*er|g`d hg|k >)>2+.
Ebfrhkg` jgqki ~b|jkxr`dg` Embckqkb` Hbxb|fk`gqk *\2.
Oghk) hg~gx hkqkf~rieg` lgjtg fgqk`d& fgqk`d lrxk| ~b|xg`{gg` ghgigj sgikh.
)3> {g`d lb|g|xk lgjtg erbqkm`b| {g`d fb|r~geg` k`hkegxm|&
k`hkegxm| hg|k sg|kglbi xb|qblrx ghgigj |bikglbigxgr jg`hgi.
1. Hkebxgjrk lgjtg ergikxgq ~|mhre fbfkikek ~b`dg|rj {g`d ~mqkxkc xb|jghg~ eb~rgqg`
~big`ddg`. Jgi k`k hkxr`oreeg` ~ghg jgqki ~b`dmigjg` hgxg hb`dg` Q^QQ cm| tk`hmtq) jgqki
g`gikqkq \bd|bqk Ik`bg| Lb|dg`hg fb`r`oreeg` lbqg|`{g ~b`dg|rj Ergikxgq ^|mhre *Z7+
qblbqg| >))>77 qbhg`deg` `kigk xxglbi r`xre ~b`bikxkg` k`k qblbqg| 7);:;.
8. Lb|hgqg|eg` ~b`bikxkg` ~ghg ~big`ddg` GFHE Ogtg Xk|xg hk Emxg Qbfg|g`d {g`d xbigj
hkigereg`) fgeg hkebxgjrk lgjtg Ergikxgq Ig{g`g` fbfkikek ~b`dg|rj {g`d ~mqkxkc xb|jghg~
eb~rgqg` ~big`ddg`. Jgi k`k hkxr`oreeg` ~ghg jgqki ~b`dmigjg` hgxg hb`dg` Q^QQ cm|
tk`hmtq) jgqki g`gikqkq \bd|bqk Ik`bg| Lb|dg`hg fb`r`oreeg` lbqg|`{g ~b`dg|rj ^b|qb~qk
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:2
Ergikxgq Ig{g`g` *Z)177 xb|jghg~ Eb~rgqg` ^big`ddg` *[+ hg` `kigk xjkxr`d
qblbqg| 1)7;; hb`dg` xk`degx qkd`kckeg`qk >)>>< qbhg`deg` `kigk xxglbi r`xre ~b`bikxkg` k`k
qblbqg| 7);:;.
2. Lb|hgqg|eg` ~b`bikxkg` ~ghg ~big`ddg` GFHE Ogtg Xk|xg hk Emxg Qbfg|g`d {g`d xbigj
hkigereg`) fgeg hkebxgjrk lgjtg ~b|qb~qk jg|dg fbfkikek ~b`dg|rj {g`d ~mqkxkc xb|jghg~
eb~rgqg` ~big`ddg`. Jgi k`k hkxr`oreeg` ~ghg jgqki ~b`dmigjg` hgxg hb`dg` Q^QQ cm|
tk`hmtq) jgqki g`gikqkq \bd|bqk Ik`bg| Lb|dg`hg fb`r`oreeg` lbqg|`{g ~b`dg|rj ^b|qb~qk
Jg|dg *Z1+ qblbqg| >)734 xb|jghg~ Eb~rgqg` ^big`ddg` *[+ hg` `kigk xjkxr`d qblbqg| 7)231
hb`dg` xk`degx qkd`kckeg`qk >)7))177Z< % >)734Z1
4. Hgigf fb`drok eblb`g|g` jk~mxbqkq) hgqg| ~b`dgflkig` eb~rxrqg` xkhge jg`{g lb|hgqg|eg`
jgqki ~b`dmigjg` Rok x qbfgxg) `gfr` ordg fb`ddr`geg` Rok C. Hg|k jgqki ~b`dmigjg` hgxg
hkebxgjrk `kigk Cjkxr`d qblbqg| :)321 hb`dg` qkd`kckeg`qk >)>>> qbhg`deg` `kigk Cxglbi r`xre
~b`bikxkg` k`k qblbqg|
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:3
2.
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:4
1. Sg|kglbi lblgq {g`d hkdr`geg` hgigf ~b`bikxkg` k`k qbhkekx fb`obigqeg` sg|kglbi
xb|kegx qbjk`ddg ~b`bikxkg` lb|kerx`{g jg|rq fb`ddr`geg` sg|kglbi lblgq {g`d
lb|lbhg hg|k ~b`bikxkg` k`k.
2.1Ebxb|lgxgqg` ^b`bikxkg`
Hgigf fbigereg` ~b`bikxkg` k`k) ~b`rikq fb`{ghg|k ghg`{g ebxb|lgxgqg` hgigf
fbigereg` ~b`bikxkg`. Jgi xb|qblrx hkhrer`d hb`dg` cgexm| cgexm| {g`d xkhge fr`dek`
hkigereg` eg|b`g xb|lgxgq mibj tgexr) lkg{g) hg` xb`gdg qbjk`ddg hgigf ~b`rikqg``{g fgqkj
xb|hg~gx jgi jgi {g`d hkg`ddg~ er|g`d.
Hg|k ebxb|lgxgqg` ebxb|lgxgqg` xb|qblrx hk gxgq) xkhge fb`dr|g`dk fge`g hg|k xbfrg`
~b`bikxkg` k`k) hg` hg|k jgqki ~b`bikxkg` k`k hkjg|g~eg` hg~gx fbflg`xr ~b|rqgjgg` hgigf
fb`dbflg`deg` qx|gxbdk ~bfgqg|g``{g.
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::
HGCXG\ ^RQXGEG
Ggeb|) hg` Hg{. 7;;:) Fbxmhb Qxgxkqeg R`xre Fb`g|ke Ebqkf~rig`) Bhkqk ikfg)D|gfbhkg) Ogeg|xg.
Gidkcg|k) >>)G`gikqkq \bd|bqk Xbm|k) Egqrq hg` Qmirqk. L^CB) [md{geg|xg.
Gfqx|m`d) Dg|{ # ^jkik~) Emxib| *7;;3+ Hgqg|&hgqg| ^bfgqg|g`. Okikh 7) Gikj LgjgqgGibzg`hb| Qk`hm|m hg` Lb`{gfk` Fmig`) ^|b`jgik`hm) Ogeg|xg.
G`hb|qm`) Aigbq Cm|`bii) g`h Hm`gih \. Ibjfg``. 7;;8. Arqxmfb| Qgxkqcgaxkm` Fg|ebxQjg|b) g`h ^|mckxglkikx{? Ck`hk`d C|mf Qtbhb`. Omr|`gi mc Fg|ebxk`d 2:? 21&23.
G`hb|qm`) Brdb`b T.) g`h Ogbqr`d Ajg) 7;;3) Xjb Gfb|kag` Arqxmfb| Qgxkqcgaxkm`K`hbz) Omr|`gi mc Fg|ebxk`d Max.? :&7:.
G`h|bgqqb`) Xm| Tgiik` g`h Lmhki Ik`hbqxgh) 7;;:) Xjb Kf~gax mc Am|~m|gxb Kfgdb m`Wrgikx{) arqxmfb| Qgxkqcgaxkm` g`h Im{gix{ cm| Arqxmfb|q tkxj Sg|{k`d hbd|bbqmc Qb|skab Bz~b|xkqb. K`xb|`gxkm`gi Omr|`gi mc Qb|skab K`hrqx|{ Fg`gdbfb`xsmi.; @m.7? 4&1+)G`gikqkq Xk`degx Eb~rgqg` Em`qrfb` Fbigirk BsgirgqkErgikxgq ^big{g`g` hk Eg`xm| ^bdghgkg` Aglg`d Dghk`d) Qe|k~qk xkhgehkxb|lkxeg`) R`ksb|qkxgq Frjgffghk{gj Qr|geg|xg.
G|kbc ) Frjxmqkf) >3) ^bfgqg|g` Ogqg Hg` Ergikxgq ^big{g`g`) Lg`{r Fbhkg^rlikqjk`d) Fgig`d.
G|ker`xm) Qrjg|qkfk) 7;;4) ^|mhrqb| ~b`bikxkg` qrgxr ~b`hbegxg` ~|gexbe) \k`begAk~xg) Ogeg|xg.
Gqqgbi) Jb`|{) 7;;1) \gjgqkg Fg`gobfb` Jrlr`dg` ^big`ddg`) Xb|obfgjg`G`h|bgq Tk`g|hk. [md{geg|xg? G`hk? 714&7;2.
Lgqr) Qtgqxjg hg` X. Jg`k Jg`hmem) 7;;;) Fg`gobfb` ^bfgqg|g` G`gikqg ^b|kigerEm`qrfb`) Bhkqk Eb&SKKK) Iklb|x{) [md{geg|xg.
Lrajg|k Gifg) >2) Fg`gobfb` ^bfgqg|g` hg` ^bfgqg|g` Ogqg) Gicglbxg? 14>&1:2)Lg`hr`d.
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:;
Amsb{) >>) ^bfgqg|g`) Em`qb~ hg` Qx|gxbdk) Bhkqk Lgjgqg K`hm`bqkg) D|gfbhkg)Ogeg|xg.
A|bsb`) Hgskh T) 7;;3) ^bfgqg|g` Qx|gxbdkq) bhkqk eb&8. Okikh 7) B|ig`ddg) Ogeg|xg.
A|m`k`)O.O. # Xg{im|) Q.G.) 7;;1) G`gikqkq Xg`ddg~g` Em`qrfb` Xb|jghg~ Ergikxgq^big{g`g` hk \rfgj Qgekx H|. Fmbtg|hk Qr|geg|xg. Qe|k~qk Xkhge hkxb|lkxeg`)R`ksb|qkxgq Frjgffghk{gj Qr|geg|xg.
Hog|tg`xm ^Q hg` ^g`dbqxr Qrlgd{m) 7;;:) Qxgxkqxke K`hrexkc) L^CB) [md{geg|xg.
B`dbi) Ogfbq C. Hee.) Xb|obfgjg` C.Z. Lrhk{g`xm) 7;;8) ^b|kiger Em`qrfb` Lk`g|r~g
Geqg|g) Ogeg|xg.
Cg`h{ Xok~xm`m) >8) Fg`gobfb` ^bfgqg|g` Ogqg) G`hk Mccqbx) Ogeg|xg.
C|bhh{) \g`derxk) >3) Xbe`ke Fb`drer| hg` Qx|gxbdk Fb`k`degxeg` Eb~rgqg`^big`ddg` *Fbgqr|k`d Arqxmfb| Qgxkcgaxkm`) ^X D|gfbhkg ^rqxgeg Rxgfg)Ogeg|xg.
Dg|lg|k`m) Biib` g`h Fg|e Q Omj`qm`) 7;;;) Xjb Hkccb|b`x \mibq mc Qgxkqcgaxkm`) X|rqx)g`h Amffkxfb`x k` Arqxmfb| \bigxkm`qjk~q. Omr|`gi mc Fg|ebxk`d 31? 4>&:4.
Kfgf) Djmgik) >4) G~ikegqk G`gikqkq Frixksg|kgxb hb`dg` ^|md|gf Q^QQ) Lghg`
^b`b|lkx R@HK^) Qbfg|g`d.
D|kcck`) Okii) >>)G`gikqkq \bd|bqk) Bhkqk b`gf) G`hk Mccqbx) [md{geg|xg.
Jghk) Qrx|kq`m) >8) Fbxmhmimdk \bqbg|aj) G`hk) [md{geg|xg.
Eg|xgog{g J.)>< Jb|fgtg` Eb|xgog{g m` Fg|ebxk`d) ^X D|gfbhkg ^rqxgeg Rxgfg)Ogeg|xg.
Ek``bg|) Xjmfgq A) hg` Xg{im|) Ogfbq \.) *7;;:+. \kqbx ^bfgqg|g`) Bhkqk xkdg)B|ig`ddg) Ogeg|xg.
Emxib| ^ # Gfqx|m`d D.) >8 ^|k`ak~ib mc Fg|ebxk`d) 7> xj bhkxkm` - K`xb|`gxkm`giBhkxkm`) ^|b`xkab Jgii) @bt Ob|qb{
Emxib|) ^ hg` D. Gfqx|m`d) 7;;4) Hgqg|&hgqg| Fg`gobfb` ^bfgqg|g` 7) ^X.^|bjgiik`hm) [md{geg|xg.
Emxib|) ^jkik~ hg` G.L.Qrqg`xm) >>) Fg`gobfb` ^bfgqg|g` ? G`gikqkq. ^b|b`ag`gg`)Kf~ibfb`xgqk) hg` ^b`db`hgikg`) Qgibflg Bf~gx) [md{geg|xg.
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;>
Emxib|) ^jkik~ Xb|obfgjg` Jb`h|g Xbdrj hg` \m``{ G. \rqik. *7;;4+. Fg`gobfb`^bfgqg|g` Okikh K) ^|b`jgiik`hm) Ogeg|xg.
Emxib|) ^jkik~) >>) Fg`gobfb` ^bfgqg|g`) G`gikqkq ^b|b`ag`gg`) ^b`db`hg&ikg`)^|b`xkab Jgii) Bhkqk Lgjgqg K`hm`bqkg) Qgibflg Bf~gx) [md{geg|xg..
Emxib|) ^jkik~) >2) Fbxmhb ^b`bikxkg`? R`xre ^b`rikqg` Qe|k~qk hg` Xbqkq) ^^F)Ogeg|xg.
Igfl) A.T) O.C Jgk|) Ag|i FaHg`kbi) >7) ^bfgqg|g` *Fg|ebxk`d+) Bhkqk LgjgqgK`hm`bqkg *Hgskh Maxg|bskg+) Okikh 7) Qgibflg Bf~gx) Ogeg|xg.
Ibib) Fkik`h F) g`h Qjbxj) Ogdhkqj) 7;;2) ^big`ddg` er`ak eblb|jgqkig`) Abxgeg`~b|xgfg) Fkx|g Rxgfg) Ogeg|xg.
Imrhm`) H.I.) # G.O.H. Lkxxg) 7;;1) Am`qrfb| Lbjgskm| ? Am`ab~x g`h G~~ikagxkm`)Cmr|xj bhkxkm`) Fa D|bt Jkii ) Qk`dg~m|b.
Imsbimae) A) 7;::) Fg`gdk`d Qb|skab? Fg|ebxk`d) M~b|gxkm`q) g`h Jrfg` \bqmr|babq)^|b`xkab Jgii& K`xb|`gxkm`gi K`a. Im`hm`.
Ir~k{mghk) \gflgx hg` G. Jgfhg`k) >3) Fg`gobfb` ^bfgqg|g` Ogqg) QgibflgBflgx) Ogeg|xg.
Fgrirhk`) Jg`kc) >7) G`gikqkq Ergikxgq ^big{g`g`) ^b`dg|rj`{g Xb|jghg~ Kfgdb*Qxrhk ^ghg ^b`hb|kxg \gtgx K`g~ \QRH. H\. \. Embqfg Xrlg`+) Or|`gi^b`bikxkg` Ger`xg`qk) Lkq`kq hg` Fg`gobfb`) Smi. 4) @m. 7 *G~|ki+ ? 14&27.
Fg{b|) Tg||b` D) >7) G`gikqkq ^b|lbhgg` Xg`ddg~g` Em`qrfb`Xb|jghg~ Gicg Qmim Lg|r Hkxk`ogr Hg|k Xk`degx ^b`hkhkeg`) Ob`kq ^beb|ogg`)
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;7
hg` Xk`degx ^b`hg~gxg`) ^b`bikxkg` ^|md|gf Qg|og`g) R`ksb|qkxgq Qg`gxgHjg|fg) [md{geg|xg.
\g`derxk) C|bhh{) >1) Fbgqr|k`d Arqxmfb| Qgxkqcgaxkm`) ^X D|gfbhkg ^rqxgegRxgfg) Ogeg|xg.
\jb`gih) Egqgik) 7;;:) Fbflkhke ^gqg| K`hm`bqkg) D|gfbhkg ^rqxgeg Rxgfg) Ogeg|xg.
Qglkjgk`k) >>) G`gikqkq ^b`dg|rj Hkfb`qk Ergikxgq Ogqg Xb|jghg~ Eb~rgqg`^big`ddg` ^b|~rqxgegg`) Xbqkq) R`ksb|qkxgq L|gtkog{g) Fgig`d.
Qgiikq) Bhtg|h) 7;;1) Xmxgi Wrgikx{ Fg`gdbfb`x k` Bhragxkm`) Emdg` ^gdb Ikfkxbh)
Im`hm`.
Qbeg|g`) R. 7;;1) Qkqxbf Fg`gobfb` Frxr KQM ;>>>? >> ^b`b|g~g``{gr`xrefb`ag~gk XWF. Abxgeg` 8) Fbxmhb ^b`bikxkg` Lkq`kq) Gicglbxg) Lg`hr`d.
Qrigqxk{m`m) Gdrq) >3) Fg`gobfb` ^b`{bib`ddg|gg` Jmxbi) Gicglbxg) Lg`hr`d.
Qr~|g`xm) >7) ^b`drer|g` Xk`degx Eb~rgqg` ^big`ddg` R`xre Fb`gkeeg` ^g`dqg^gqg|) \k`beg Ak~xg) Ogeg|xg.
Qr|{ghk Gab. *7;;;+ ^b`hkhkeg`) K`sbqxgqk QHF) hg` ^bflg`dr`g` ? Kqr Xbm|k) hg`G~ikegqk. Lgigk ^rqxgeg) Ogeg|xg.
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;7) ^b|kiger Em`qrfb` Xb|jghg~ Eb~rxrqg` ^bflbikg` QkfAg|hDQF ^|glg{g| Hk Qr|geg|xg) ^b`bikxkg` ^|md|gf ^gqag Qg|og`g R`ksb|qkxgqFrjgffghk{gj) Qr|geg|xg.
Qtgqxjg Hj) Lgqr) hg` Jg`hmem) Jg`k) *7;;4+. Fg`gobfb` ^bfgqg|g` G`gikqkq^b|kiger Em`qrfb`) Bhkqk xkdg) Iklb|x{) [md{geg|xg.
Xg{im|) Qxb~jb` G) >7) Gqqbqqk`d xjb Rqb mc \bd|bqqkm` G`gi{qkq k` Bzgfk`k`d Qb|skab\bamsb|{ k` xjb K`qr|g`ab K`hrqx|{ \bigxk`d Qb|skab Wrgikx{) Arqxmfb|Qgxkqcgaxkm` g`h Arqxmfb| X|rqx. Omr|`gi mc K`qr|g`ab
Xok~xm`m) Cg`h{) *7;;4+. Qx|gxbdk ^bfgqg|g`) Bhkqk eb&>) ^b|q~bexkc Fg`gobfb` # ^bfgqg|g` Em`xbf~m|b|) Bhkqk^b|xgfg ) Abxgeg` ^b|xgfg) ^b`b|lkx G`hk) [md{geg|xg.
Xok~xm`m) Cg`h{) 7;;4) ^|k`qk~&~|k`qk~ Xmxgi Wrgikx{ Qb|skab) G`hk) [md{geg|xg.
Xok~xm`m) Cg`h{) >2) ^bfgqg|g` Ogqg) Lg{rfbhkg ^rlikqjk`d) Ogtg Xkfr|.
X|g`qkqxg|k) \gik`g hg` Lgqr Qtgqxg Hjgfbqxg.) >7) G`gikqkq Ergikxgq ^big{g`g`) Eb~rgqg` @gqglgj qbxg ~b`dg|rj`{gxb|jghg~ Im{gikxgq @gqglgj Lg`e Frgfgigx K`hm`bqkg. Qe|k~qk R@@BQ
[rikg`k`dqkj) *>>+) Cgexm|&Cgexm| [g`d Fbf~b`dg|rjk Fk`gx ^bflbikg` Em`qrfb`^ghg Xmem D|g`ghg Hbig`ddr) ^b`bikxkg` ^|md|gf ^gqag Qg|og`g R`ksb|qkxgqKqigf K`hm`bqkg) [md{geg|xg.
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;1
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;8
ERBQKM@B\
G@GIKQKQ ^B@DG\RJ ERGIKXGQ ^\MHRE) ERGIKXGQ IG[G@G@) HG@^B\QB^QK JG\DG XB\JGHG^ EB^RGQG@ ^BIG@DDG@ ^GHG ^\MHRE GK\
FK@RF HGIGF EBFGQG@ OGTG XK\XG *^big`ddg` GFHE Ogtg Xk|xg hk Emxg Qbfg|g`d+
[xj. Lg~ge-Klr-Qgrhg|g-k
^big`ddg` GFHE Ogtg Xk|xg
Hk xbf~gx
Hb`dg` Jm|fgx)
Hgigf |g`deg ^b`{rqr`g` Qe|k~qk qblgdgk qgigj qgxr q{g|gx r`xre fb`{bibqgkeg`
^b`hkhkeg` Qg|og`g ^|md|gf Q7 \bdrib| hk Cgerixgq Bem`mfk Or|rqg` Fg`gobfb`
R`ksb|qkxgq Hk~m`bdm|m Qbfg|g`d) fgeg hb`dg` k`k Qg{g geg` fb`dghgeg` ~b`bikxkg`
eb~ghg ~big`ddg` Gk| Fk`rf Hgigf Ebfgqg` Ogtg Xk|xg hk emxg Qbfg|g`d.
Qbjrlr`dg` hb`dg` jgi xb|qblrx) Qg{g fmjm` ebqbhkgg` Lg~ge-Klr-Qgrhg|g-k r`xre
fb`dkqk erbqkm`b| qbqrgk hb`dg` cgexg {g`d qblb`g|`{g. Qg{g fb`ogfk` ~b`rj eb|gjgqkgg`
k`cm|fgqk {g`d xbigj hklb|keg`.
Frhgj&frhgjg` lg`xrg` {g`d hklb|keg` hg~gx fb`hrer`d) fbf~b|ig`ag|)
fbf~b|frhgj) hg` fbf~b|ab~gx ~|mqbq ~b`{bibqgkg` qek~qk k`k.
Gxgq ~b|jgxkg` hg` eb|ogqgfg`{g) qb|xg tgexr irg`d {g`d hkqbhkgeg`) Qg{g rag~eg`
xb|kfg egqkj lg`{ge.
Jm|fgx Qg{g)
C\G@QKQEG \GFKXG T.
A:>>3
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;2
KHB@XKXGQ \BQ^M@HB@
^bxr`ore ^b`dkqkg` Khb`xkxgq
\bq~m`hb` hkjg|g~ fb`ogtgl ~b|xg`{gg` lb|kerx r`xre fb`dkqk lgdkg` {g`d emqm`d hb`dg`
fbflb|k xg`hg ab`xg`d *+) hg` xg`hg *Z+ ~ghg gixb|`gxkc ogtglg` ~kikjg` dg`hg.
7. Qg{g ~b|`gj fb`ddr`geg` ~|mhre Ogtg Xk|xg =
[g
Xkhge
Okeg [g ? IG@ORXEG@) okeg Xkhge ? LB\JB@XK
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;3
:. ^b`djgqkig` ~b| lrig` ?
g. \~ 2>>.>>>& \~ 7.2>>.>>>
l. \~ 7.2>>.>>7 & \~ >.>>>
a. \~ >.>>7 & \~1.>>>.>>>
h. 0 \~ 1.>>>.>>>
:. Lb|g~g igfg g`hg fb`oghk ~big`ddg` GFHE Ogtg Xk|xg=
g. 9 7 xgjr`
l. 7 & 2 xgjr`
a. 02 xgjr`
;. Ghgegj {g`d fb`dbabtgeg` g`hg qbigfg fb`ddr`geg` ~|mhre gk| fk`rf hgigfebfgqg` Ogtg Xk|xg
g. Xkhge ghg
l. Ghg) {gkxr xb`xg`d ?....................................................................................
....................................................................................................................
7>.^b|`gjegj g`hg fbigereg` emf~igk` xb|jghg~ ergikxgq ~|mhre gk| fk`rf hgigf ebfgqg`
Ogtg Xk|xg
g. ^b|`gj) {gkxr xb`xg`d ?.................................................................................
....................................................................................................................
l. Xkhge ~b|`gj) eg|b`g ~rgq hb`dg` ergikxgq ~|mhre gk| fk`rf hgigf ebfgqg` Ogtg
Xk|xg
a. Xkhge ~b|`gj) eg|b`g igqg` igk` ?................................................................
77. ^b|`gjegj g`hg fbigereg` emf~igk` xb|jghg~ ergikxgq ig{g`g` gk| fk`rf
hgigf ebfgqg` Ogtg Xk|xg
g. ^b|`gj) {gkxr xb`xg`d ?................................................................................
....................................................................................................................
l. Xkhge ~b|`gj) eg|b`g ~rgq hb`dg` ergikxgq ig{g`g` gk| fk`rf hgigf ebfgqg` Ogtg
Xk|xg
a. Xkhge ~b|`gj) eg|b`g gigqg` igk` ?..............................................................
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;4
^bxr`ore b`dkqkg` b|`{gxgg`
7. Ogtgligj fgqk`d & fgqk`d ~b|`{gxgg` hk lgtgj k`k) qbqrgk hb`dg` ~b`kigkg` G`hg fb`db`gk
Ergikxgq ^|mhre) Ergikxgq Ig{g`g`) hg` ^b|qb~qk Jg|dg xb|jghg~ Eb~rgqg` ^big`ddg` ~ghg
^|mhre Ogtg Xk|xg '
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;:
G.EB^RGQG@ ^BIG@DDG@
@m. ^b|`{gxgg` QXQ XQ @ Q QQ
7. G`hg hg~gx fb|gqgeg` ebqbdg|g`xb|qb`hk|k qggx fbfk`rf Ogtg Xk|xg
hklg`hk`deg` hb`dg` ~|mhre GFHE
{g`d igk`
Lgdgkfg`g ebqg` g`hg qbxbigj fbfk`rf GFHE Ogtg Xk|xg=
..
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;;
L. ERGIKXGQ ^\MHRE
@m. ^b|xg`{gg` QXQ XQ @ Q QQ
8. GFHE Ogtg Xk|xg fbf~r`{gk em`qkqxb`ergikxgq {g`d qgfg r`xre qbfrg
~|mhre`{g
G~gegj g`hg fb|gqg ergikxgq ~|mhre Ogtg Xk|xg {g`d g`hg fk`rf |gqg`{g
qbigir qgfg= Okeg xkhge) lb|keg` gigqg``{g=....................................................
.2. Ig{g`g` {g`d g`hg hg~gxeg` hg|k
GFHE Ogtg Xk|xg fbflrgx g`hg
`{gfg` hg` ~b|ag{g fb`ddr`geg`~|mhre k`k jk`ddg eb fgqg hgxg`d) mibj
eg|b`g kxr g`hg xkhge fbfkikek ebk`dk`g`
r`xre lb|~k`hgj fb`ddr`geg` GFHE
fb|be igk``{g
G`hg qg`dgx `{gfg` hb`dg` ~|mhre Ogtg Xk|xg qbjk`ddg g`hg xkhge k`dk`
lb|~k`hgj ~ghg GFHE fb|be igk`=...........................................................................
3. Ergikxgq ig{g`g` ~|mhre {g`d g`hg|gqgeg` qbqrgk hb`dg` g~g {g`d
hkxgtg|eg` mibj ~|mhrqb` GFHE Otg
Xk|xg
Lgdgkfg`g ebqg` g`hg fb`db`gk ig{g`g` ~|mhre {g`d xbigj hklb|keg`)g~gegj qrhgj qbqrgk hb`dg` {g`d hkxgtg|eg`=................................................
4. ^|mhre GFHE Ogtg Xk|xg fbf~r`{gkhg{g xgjg` {g`d arer~ igfg
G~gegj hg{g xgjg` ~|mhre Ogtg Xk|xg {g`d g`hg em`qrfqk fbfkikek
xg`ddgi eghgirg|qg {g`d arer~ igfg=.............................................................
:. Ebfgqg` ~|mhre GFHE Ogtg Xk|xgfbf~r`{gk ak|k ejgq xb|qb`hk|k
G~gegj ebfgqg` Ogtg Xk|xg qggx k`k arer~ fb`g|ke=.....................................
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7>>
A. ERGIKXGQ IG[G@G@
@m. ^b|`{gxgg` QXQ XQ @ Q QQ
;. Eblb|ghgg` ~rqgx ig{g`g` ~big`ddg`GFHE Ogtg Xk|xg hg~gx hb`dg` frhgj
hkxbfrk mibj ~big`ddg`
G~gegj g`hg fb|gqg ~rqgx ig{g`g` GFHE Ogtg Xk|xg frhgj
hkxbfrk=........................................................................................................7>. G`hg fb`hg~gxeg` ~big{g`g` {g`d lgke
hg|k ~rqgx ig{g`g` ~big`ddg` GFHE
Ogtg Xk|xg qbjk`ddg ~b|fgqgigjg` {g`d
g`hg jghg~k xb|qbibqgkeg` hg`
eb`{gfg`g` g`hg xbxg~ xb|ogdg
G~gegj g`hg fb|gqg ~rgq hb`dg` ~big{g`g` {g`d hklb|keg` mibj GFHEOgtg Xk|xg ~ghg qggx g`hg fb`dgigfk fgqgigj fb`db`gk ~|mhre
xb|qblrx=........................................................................................................
......................................................................................................................77. Ebgjikg` hg` ~b`dbxgjrg` ~g|g eg|{gtg`
fb`db`gk ~|mhre GFHE hg~gx
hkg`hgieg`
G~gegj g`hg fb|gqg ~g|g eg|{gtg` fbfkikek ebgjikg` hg` ~b`dgxgjrg`
{g`d jg`hgi fb`db`gk ~|mhre Ogtg Xk|xg=....................................................
7
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7>7
H. ^B\QB^QK JG\DG
@m. ^b|`{gxgg` QXQ XQ @ Q QQ
78. Jg|dg GFHE Ogtg Xk|xg xb|og`degr
Fb`r|rx g`hg jg|dg GFHE {g`d xb|og`degr qb~b|xk g~g=..........................
..72. Jg|dg GFHE Ogtg Xk|xg iblkj fr|gj
hklg`hk`deg` GFHE fb|be igk``{g
Fb`r|rx g`hg jg|dg GFHE dgim` {g`d xb|fgqre egxbdm|k fr|gj qb~b|xk
g~g=...............................................................................................................
73. Lkg{g {g`d g`hg ebirg|eg` r`xrefb`ddr`geg` ~|mhre GFHE Ogtg Xk|xg
qblg`hk`d hb`dg` ergikxgq ig{g`g` {g`dg`hg hg~gx) qbjk`ddg g`hg xkhge fb|gqg
|rdk fb`ddr`geg``{g
G~gegj g`hg qrhgj fb|gqg ~rgq hb`dg` lkg{g {g`d g`hg ebirg|eg` r`xre
fb`hg~gxeg` ~|mhre Ogtg Xk|xg=.................................................................
..
&&&&XB\KFGXB\KFGXB\KFGXB\KFG EGQKJEGQKJEGQKJEGQKJ&&&&
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7>
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7>1
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104/141
7>8
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105/141
7>2
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106/141
7>3
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7>4
ROK SGIKHKXGQ
7. Ergikxgq ^|mhre
Am||bigxkm`qAm||bigxkm`q
7 .1>4// .824// .1//
. .>>8 .>>> .>>> .>>>
:2 :2 :2 :2 :2 :2
.1>4// 7 .124// .713 .17:// .31://
.>>8 . .>>7 .>1 .>>>:2 :2 :2 :2 :2 :2
.824// .124// 7 .12> .>>7 . .>>7 .>78 .>>>
:2 :2 :2 :2 :2 :2
.7 . .>>> .>>>
:2 :2 :2 :2 :2 :2
.1;4// .17:// .// 7 .418//
.>>> .>>1 .>78 .>>> . .>>>
:2 :2 :2 :2 :2 :2
.4>1// .31:// .4>>> .>>> .>>> .>>> .>>> .
:2 :2 :2 :2 :2 :2
^bg|qm` Am||bigxkm`
Qkd. *
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7>:
< .>>> .>;4 .>>>
:2 :2 :2 :2 :2 :2
.117// 7 .87>// .733 .88>< . .>>> .7>> .>>>
:2 :2 :2 :2 :2 :2
.271// .87>// 7 .87;// .7:1 .42://
.>>> .>>> . .>>> .>;8 .>>>
:2 :2 :2 :2 :2 :2.7:7 .733 .87;// 7 .>7; .277//
.>;4 .7>> . .:37 .>>>
:2 :2 :2 :2 :2 :2
.>> .>;8 .:37 . .>>>
:2 :2 :2 :2 :2 :2
.3;;// .41:// .42:// .277// .243// 7
.>>> .>>> .>>> .>>> .>>> .
:2 :2 :2 :2 :2 :2
^bg|qm` Am||bigxkm`
Qkd. *
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7>;
1. ^b|qb~qk Jg|dg
Am||bigxkm`q
8. Eb~rgqg` ^big`ddg`
Am||bigxkm`q
Am||bigxkm`q
7 .217// .1:>> .>>> .>>>
:2 :2 :2 :2
.217// 7 .18>// .:7>> . .>>7 .>>>
:2 :2 :2 :2
.1:// 7 .414//
.>>> .>>7 . .>>>
:2 :2 :2 :2
.4;3// .:7>> .>>> .>>> .
:2 :2 :2 :2
^bg|qm` Am||bigxkm`
Qkd. *> .>>8 .>>>
:2 :2 :2 :2
.1:4// 7 .8>:// .41://
.>>> . .>>> .>>>:2 :2 :2 :2
.1>2// .8>:// 7 .41>//
.>>8 .>>> . .>>>
:2 :2 :2 :2
.428// .41:// .41>// 7
.>>> .>>> .>>> .
:2 :2 :2 :2
^bg|qm` Am||bigxkm`
Qkd. *
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77>
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777
ROK \BIKGLKIKXGQ
7.Ergikxgq ^|mhre
\bikglkikx{
////// Fbxjmh 7 *q~gab qgsb|+ tkii lb rqbh cm| xjkq g`gi{qkq //////
]
\ B I K G L K I K X [ G @ G I [ Q K Q & Q A G I B *G I ^ J G+
Fbg` Qxh Hbs Agqbq
7. Z77 1.:>>> .:
:2.>
8. Z78 1.:77: .:>;7 :2.>
2. Z72 1.414> 1.>>3< 2
Kxbf&xmxgi Qxgxkqxkaq
Qagib Qagib Am||baxbh
Fbg` Sg|kg`ab Kxbf& Gi~jg
kc Kxbf kc Kxbf Xmxgi kc Kxbf
Hbibxbh Hbibxbh Am||bigxkm` Hbibxbh
Z77 78.32:: 3.47 .38>;
Z7< 78.;432 3. .38>>
Z78 78.3847 3.32;4 .8737
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77>> :.11:7
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771
1. ^b|qb~qk Jg|dg
\bikglkikx{
////// Fbxjmh 7 *q~gab qgsb|+ tkii lb rqbh cm| xjkq g`gi{qkq //////
]
\ B I K G L K I K X [ G @ G I [ Q K Q & Q A G I B *G I ^ J G+
Fbg` Qxh Hbs Agqbq
7. Z17 1.:>>> .4:1: :2.>
1. Z11 1.:
@ mc
Qxgxkqxkaq cm| Fbg` Sg|kg`ab Qxh Hbs Sg|kglibq
QAGIB 77.:3: .2>3;
Z1< 4.38< .274< .22>
847 .:;:2 :2.>
@ mc
Qxgxkqxkaq cm| Fbg` Sg|kg`ab Qxh Hbs Sg|kglibq
QAGIB 77.>>
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772
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773
HGXG HBQE\K^QK SG\KGLBI
7. Sg|kglbi Ergikxgq |mhre
C|bwrb`akbq
C|bwrb`a{ Xglib
Qxgxkqxkaq
:2 :2 :2 :2 :2
> > > > >
Sgikh
Fkqqk`d
@
z77 z7< z71 z78 z72
z77
7 7.< 7.< 7..> 7>>.>
Qg`dgx Xkhge Qbxror
Xkhge Qbxror
@bx|gi
Qbxror
Qg`dgx Qbxror
Xmxgi
SgikhC|bwrb`a{ ^b|ab`x Sgikh b|ab`x
Arfrigxksb
^b|ab`x
z7
:2 7>>.> 7>>.>
Qg`dgx Xkhge Qbxror
Xkhge Qbxror
@bx|gi
Qbxror
Qg`dgx Qbxror
Xmxgi
SgikhC|bwrb`a{ ^b|ab`x Sgikh b|ab`x
Arfrigxksb
^b|ab`x
z71
7 7.< 7.< 7..3
>.>
:2 7>>.> 7>>.>
Qg`dgx Xkhge QbxrorXkhge Qbxror
@bx|gi
Qbxror
Qg`dgx Qbxror
Xmxgi
Sgikh
C|bwrb`a{ ^b|ab`x Sgikh b|ab`x
Arfrigxksb
^b|ab`x
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774
z78
3 4.7 4.7 4.7
7; .>
Xkhge Qbxror
@bx|gi
Qbxror
Qg`dgx Qbxror
Xmxgi
SgikhC|bwrb`a{ ^b|ab`x Sgikh b|ab`x
Arfrigxksb
^b|ab`x
z72
< > > > >
1.:>>> 1.8:>> 8.>>>> 8.>>>> 8.>>>> 8.>>>> 7;.>>>>
8.>> 8.>> 8.>> 8.>> 8.>> 7;.>>
Sgikh
Fkqqk`d
@
Fbg`Fbhkg`
Fmhb
z77 z7< z71 z78 z72
ERGIKXGQ
^\MHRE
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118/141
77:
.>
;.>>
7>.>>
71.>>
78.>>
72.>>
73.>>
74.>>
7:.>>
7;.>>
.>>
>
>
>
>
Xmxgi
SgikhC|bwrb`a{ ^b|ab`x Sgikh b|ab`x
Arfrigxksb
^b|ab`x
Qxgxkqxkaq