ANALISIS PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN PELANGGAN PADA SERVICE MOBIL SUZUKI PT. MEGAH...

7/31/2019 ANALISIS PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN PELANGGAN PADA SERVICE MOBIL SUZUKI PT. MEGA

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EFELC]C] RGFDE[WJ HWELCÊ] LESEFEF ^G[JENER

HGRWE]EF RGLEFDDEF RENE ]G[PCMG

AOKCL ]WYWHC R^& AGDEJ RW^[EAEHE]]E[

]H[CR]C

Wf~wh agagfwjc }elej }e~w rg{}se{e~ef

Dwfe agarg{olgj dgle{]e{iefe Ghofoac

Nceiwhef olgj9

LEO[CFCFD]CE;55244>0

IW[W]EF AEFEIGAGF@EHWLÊ] GHOFOAC

WFCPG[]CÊ] JE]EFWNNCF;255


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HEÊ RGFDEFÊ[

Rwic }swhw{ rgfwlc} refie~hef hgrene ^wjef Sefd Aeje G}e e~e} kg{he~

nef rgfsg{~eef!Fse }gjcfdde rgakwe~ef }h{cr}c }gng{jefe ngfdef iwnwl

EFELC]C] RGFDE[WJ HWELCÊ] LESEFEF ^G[JENER HGRWE]EF

RGLEFDDEF RENE ]G[PCMG AOKCL ]WYWHC R^& AGDEJ RW^[E

AEHE]]E[ cfc nere~ ~g{}glg}echef&

]h{cr}c cfc nc}w}wf }gkedec }elej }e~w }se{e~ hglwlw}ef nelea hw{chwlwa

Iw{w}ef Aefeigagf @ehwl~e} Ghofoac Wfcpg{}c~e} Je}efwnncf&

]gleae r{o}g} rgfsglg}ecef rgfwlc}ef }h{cr}c cfc kefseh nc~wfiefd ngfdef

kef~wef ~gfede, rgachc{ef kech ao{el aewrwf ae~g{cl ne{c kg{kedec rcjeh& Olgj

he{gfe c~w rgfwlc} rene hg}gare~ef cfc ngfdef hg{gfnejef je~c agfsearechef

~g{cae he}cj sefd }gkg}e{ kg}e{fse hgrene 9

5& Kereh R{o`& N{& J& Awjeaaen Elc, ]G&,A&]&, }glehw Nghef @ehwl~e}

Ghofoac Wfcpg{}c~e} Je}efwnncf&

;& Kereh N{& Awj& Swfw} Eae{, A^, }glehw Hg~we Iw{w}ef Aefeigagf @ehwl~e}

Ghofoac Wfcpg{}c~e} Je}efwnncf&

=& Kereh N{& Iw}fc, ]G&, A&]c&, }glehw no}gf Rgakcakcfd C sefd {gle

aglwefdhef teh~wfse nef ngfdef rgfwj hg}eke{ef agag{ch}e nef

agakg{chef }e{ef wf~wh hg}garw{feef rgfwlc}ef }h{cr}c cfc&

>& Ckw N{e& Ngko{e [c{e, A&]c }glehw Rgakcakcfd CC sefd {gle aglwefdhef

teh~wfse nef ngfdef rgfwj hg}eke{ef agag{ch}e nef agakg{chef }e{ef

wf~wh hg}garw{feef rgfwlc}ef }h{cr}c cfc&


5/89

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7& Kereh / ckw no}gf @ehwl~e} Ghofoac Iw{w}ef Aefeigagf Wfcpg{}c~e}

Je}efwnncf sefd ~glej kg{}gnce agfdeie{ nef agakcakcfd rgfwlc} }gleae

agfielefc }~wnc&

0& ]glw{wj ]~e`` Ehengach sefd kefseh agakef~w }gleae cfc&

4& Rcarcfef R^& Agdej Rw~{e Aehe}}e{ sefd ~glej agakg{chef hg}gare~ef

hgrene rgfwlc} wf~wh agleh}efehef rgfglc~cef nc ~gare~fse&

:& ]glw{wj He{setef/He{sete~c R^& Agdej Rw~{e Aehe}}e{ e~e} hg{ie}eae nef

kef~weffse&

3& O{efd ^wehw sefd }glelw agakg{chef nwhwfdef nef noefse }gleae cfc&

52&]glw{wj hglwe{dehw sefd }glelw agakg{chef nwhwfdeffse&

55&]gawe rcjeh sefd chw~ ~g{lcke~ nelea r{o}g} rgakwe~ef ~wde} ehjc{ cfc sefd

~cneh nere~ nc}gkw~hef }e~w rg{}e~w nc }cfc&

Ehjc{ he~e, rgfwlc} kg{je{er ede{ ~wde} ehjc{ cfc kg{aef`ee~ kedc

}gawefse& Rgfwlc} iwde agfsene{c ae}cj enefse hghw{efdef nef

hg~cneh}garw{feef }gjcfdde ~cneh agfw~wr enefse rgfdgakefdef lgkcj lefiw~

ne{c }c}~ga sefd nckwe~ nelea }h{cr}c cfc& Olgj he{gfefse }e{ef nef h{c~ch sefd

agakefdwf }gfef~ce}e rgfwlc} je{erhef&

Aehe}}e{, Iwfc ;255

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EK]^[EH

LEO[CFCFD]C& E;55244>0& EFELC]C] RGFDE[WJ HWELCÊ]

LESEFEF ^G[JENER HGRWE]EF RGLEFDDEF RENE ]G[PCMGAOKCL ]WYWHC R^& AGDEJ RW^[E AEHE]]E[ Rgakcakcfd9 Iw}fc

nef Ngko{e [c{e&

^wiwef rgfglc~cef cfc enelej *c# wf~wh agfdg~ejwc nef agfdefelc}c}rgfde{wj hwelc~e} lesefef sefd ~g{nc{c ne{c hwelc~e} cf~g{eh}c, hwelc~e} lcfdhwfdef

`c}ch nef hwelc~e} je}cl ~g{jener hgrwe}ef rglefddef rene }g{pcmg aokcl ]wywhc

R^& Agdej Rw~{e Aehe}}e{8 nef *cc# wf~wh agfdg~ejwc nef agfdefelc}c} hwelc~e}

lesefef sefd noacfef kg{rgfde{wj ~g{jener hgrwe}ef rglefddef rene }g{pcmg

aokcl ]wywhc R^& Agdej Rw~{e Aehe}}e{&

Rgfglc~cef cfc agaehec ag~ong ng}h{cr~c` hwef~c~e~c`& Rorwle}c nef }eargl}gkefseh 522 {g}rofngf& ^ghfch efelc}e ne~e nelea rgfglc~cef cfc enelej efelc}c}

[gd{g}c Lcfcg{ Kg{defne&

Je}cl rgfglc~cef agfgawhef kejte }gme{e }cawl~ef hwelc~e} lesefef sefd

~g{nc{c ne{c hwelc~e} cf~g{eh}c, hwelc~e} lcfdhwfdef `c}ch nef hwelc~e} je}cl

agakg{chef rgfde{wj }cdfc`chef ~g{jener hgrwe}ef rglefddef, sefd nc~wfiwhhef

ne{c je}cl wic @!jc~wfd nef ~cfdhe~ }cdfc`chef < 2&27& Jel cfc agfwfiwhhef kejte

hwelc~e} lesefef sefd nc~g{erhef }g}wec ngfdef erlche}c }cher, rg{clehw nef

hgejlcef wf~wh hwelc~e} cf~g{eh}c nelea agakg{chef hgrwe}ef rglesefef8 eakcgf~mofnc~cof, ng}ecf nef èh~o{ }o}cel wf~wh hwelc~e} lcfdhwfdef `c}ch, }g{~e hwelc~e}

je}cl kg{wre teh~w ~wfddw, kwh~c `c}ch nef pelgf}c rene R^& Agdej Rw~{eAehe}}e{& ]gme{e re{}cel, hwelc~e} je}cl enelej pe{cekgl sefd noacfef

kg{rgfde{wj ~g{jener hgrwe}ef rglefddef, }g}wec ngfdef rg{olgjef fclec wic!~ nef~cfdhe~ ]cd& 2&222& Jel cfc agfdcfnche}chef kejte hgrwe}ef rglefddef }efde~

nc~gf~whef olgj hwelc~e} lesefef je}cl kg{wre rglesefef nelea ef~{cef, èh~o{ `c}ch*rglesefef `c}ch# nef hg}ef sefd nc{e}ehef rglefddef e~e} rglesefef sefd

nc~g{cae ne{c R^& Agdej Rw~{e Aehe}}e{&


7/89

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NE@Ê[ C]C

JELEAEF IWNWL &&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&& c

JELEAEF RGFDG]EJEF &&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&& cc

HEÊ RGFDEFÊ[ &&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&& cp

EK]^[EH &&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&& pc

NE@Ê[ C]C &&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&& pcc

NE@Ê[ ÊKGL &&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&& cz

NE@Ê[ DEAKE[ &&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&& z

KEK C RGFNEJWLWEF &&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&& 5

5&5 Le~e{ Kglehefd &&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&& 5

5&; [waw}ef Ae}elej =

5&= ^wiwef Nef Aefèe~ Rgfglc~cef >

5&> ]c}~gae~che Rgfwlc}ef && >

KEK CC LEFNE]EF ^GO[C^C] && 0

;&5 Hwelc~e} Lesefef & 0

;&; Aongl Hwelc~e} Lesefef & 53

;&= Agfdwhw{ Hwelc~e} Lesefef ;4

;&> Hgrwe}ef Rglefddef ;3

;&7 Hg{efdhe Rchc{ & =:

;&0 Jcro~g}c} & >2

KEK CCC AGÔNG RGFGLC^CEF >;

=&5 ^gare~ nef Oksgh Rgfglc~cef >;

=&; Ag~ong Rgfdwarwlef Ne~e & >;


8/89

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=&> Rorwle}c nef ]eargl >=

=&7 Ag~ong Efelc}c} &&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&& >>

=&0 Ng`cfc}c Org{e}cofel &&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&& >>

KEK CP DEAKE[EF WAWA RG[W]EJEEF

>&5 ]gie{ej ]cfdhe~ R^& Agdej Rw~{e Aehe}}e{ &&&&&&&&&&&&&&&&&&&&&&&&&&&&&&& >4

>&; [wefd Lcfdhwr Kc}fc} W}eje &&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&& >:

KEK P EFELC]C] NEF RGAKEJE]EF & 72

7&5 Rgfseicef Ne~e Rgfglc~cef 72

7&; Rgakeje}ef & 45

KEK PC RGFW^WR

0&5 Hg}carwlef &&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&& 40

0&; ]e{ef &&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&& 44

NE@^E[ RW]^EHE

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9/89

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Foao{ Jeleaef

7&5 @{ghwgf}c nef Rg{}gf~e}g [g}rofngf agfw{w~ Igfc} Hgleacf &&&&&&&& 75

7&; @{ghwgf}c nef Rg{}gf~e}g [g}rofngf agfw{w~ Waw{ &&&&&&&&&&&&&&&&&&&&& 7;

7&= @{ghwgf}c nef Rg{}gf~e}g [g}rofngf agfw{w~ Rghg{ieef &&&&&&&&&&&&&&& 7=

7&> Je}cl Wic Pelcnc~e} nef [glcekclc~e} Cf}~{wagf Rgfglc~cefPe{cekgl Kgke} Hwelc~e} Cf~g{eh}c *Z5# &&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&& 77

7&7 Je}cl Wic Pelcnc~e} nef [glcekclc~e} Cf}~{wagf Rgfglc~cef

Pe{cekgl Kgke} Hwelc~e} Lcfdhwfdef `c}ch*Z;# &&&&&&&&&&&&&&&&&&&&&&&&&&&&&&& 70

7&0 Je}cl Wic Pelcnc~e} nef [glcekclc~e} Cf}~{wagf Rgfglc~cefPe{cekgl Kgke} Hwelc~e} Je}cl *Z=# &&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&& 74

7&4 Je}cl Wic Pelcnc~e} nef [glcekclc~e} Cf}~{wagf Rgfglc~cefPe{cekgl ^g{che~ Hgrwe}ef Rglefddef *S# &&&&&&&&&&&&&&&&& &&&&&&&&&&&&&&&&&&&& 7:

7&: @{ghwgf}c nef Rg{}gf~e}g [g}rofngf agfw{w~ Hgrwe}efRglefddef &&&&&&&&&&&&&&&&&&&&&&&&&&&&& &&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&& &&&&&&&&&&&&&&&& 73

7&3 @{ghwgf}c nef Rg{}gf~e}g [g}rofngf agfw{w~ Hwelc~e}

Cf~g{eh}c &&&&&&&&&&&&&&&&&&&&&&&&&&&&&&& &&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&& &&&&&&&&&&&&&&&&&&&&&&& && 05

7&52 @{ghwgf}c nef Rg{}gf~e}g [g}rofngf agfw{w~ Hwelc~e}Lcfdhwfdef @c}ch &&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&& &&&&&&&&&&&&&&&&&&&&&&& &&&&&&&&&&&&&&&&&&&& 0=

7&55 @{ghwgf}c nef Rg{}gf~e}g [g}rofngf agfw{w~ Hwelc~e} Je}cl &&&&&& && 07

7&5; [efdhwaef Je}cl Efelc}c} [gd{g}c Kg{defne &&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&& 04

7&5= Je}cl Rg{jc~wfdef Wic ]~wngf~ *Wic!~# &&&&&&&&&&&&&&&&&&&& &&&&&&&&&&&&&&&&&&&&&&& && 42


10/89

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NE@^E[ DEAKE[

Foao{ Jeleaef

;&5 Aongl Hof}gr Hwelc~e} Lesefef &&&&&&&&&& &&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&& :

;&; Rgfclecef Rglefddef ~g{jener Hwelc~e} Lesefef &&&&&&&&&& &&&&&&&&&&&&&&&& 3

;&= Aongl ^j{gg Moarofgf~ &&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&& 54

;&> Aongl K{ens nef M{ofcf &&&&&&&&&&&&&&&&&&&&&& &&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&& 5:

;&7 AonglGzrgm~efms Nc}mof`c{ae~cof &&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&& =5

;&0 R{o}g} Hgrwe}ef Rglefddef &&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&& &&&&&&&&&&&&&&&& =;

;&4 Hg}gfiefdef sefd Nc{e}ehef olgj Rglefddef &&&&&&&&&&&&&&&&&&&& &&&&&&&&&&& =;

;&: Aongl Der ]g{pcmg Uwelc~s &&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&& ==

;&3 Igfngle Rglefddef &&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&& &&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&& =4

;&52 Hg{efdhe Rchc{ &&&&&&&&&&&&&&&&&&&& &&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&& &&&&&&&&&&&&&&&& >2


11/89

5

KEK C

RGFNEJWLWEF

5&5 Le~e{ Kglehefd Ae}elejHwfmc hgkg{je}clef rgfsglgfdde{eef ie}e }g{pcmg aokcl enelej lesefef

sefd nere~ agagfwjc nef agfietek }gdele hgkw~wjef nef rg{ae}elejef

rglefddef }g~cer }ee~, nc aeferwf nef nelea hofnc}c ererwf }gme{e mgre~ nef

~gre~& Olgj he{gfe c~w }g~cer rg{w}ejeef sefd kg{dg{eh nc kcnefd o~oao~c` nc~wf~w~

wf~wh agfgare~hef o{cgf~e}c hgrene hgrwe}ef rglefddef }gkedec ~wiwef ehjc{&

Ngte}e cfc }gaehcf ncsehcfc kejte hwfmc w~eae wf~wh agagfefdhef rg{}ecfdef

nelea nwfce w}eje sefd }gaehcf hg~e~ enelej agakg{chef fclec nef hgrwe}ef

hgrene rglefddef e~e} lesefef ie}e sefd kg{aw~w nef kg{hwelc~e}&

Agfdjenerc rg{}ecfdef sefd }gaehcf dlokel nef hoarg~c~c`, }g~cer

rg{w}ejeef kg{wrese wf~wh agagfwjc hgkw~wjef rglefddef& Nelea agaejeac

}we~w rgae}e{ef r{onwh ncrg{lwhef enefse rgfdg~ejwef ~gf~efd rg{clehw

agfdgfec rglefddef& Rglefddef ag{wrehef oksgh ne{c }we~w hgdce~ef lesefef

rgae}e{ef, }gjcfdde rg{lw agfnere~hef hwelc~e} lesefef r{onwh sefd }garw{fe&

^wf~w~ef hwelc~e} lesefef sefd ncrg{lwhef nef nckw~wjhef olgj rglefddef

}ee~ cfc agfddeake{hef rgf~cfdfse hwelc~e} lesefef nelea kgf~wh hwelc~e}

cf~g{eh}c, hwelc~e} lcfdhwfdef `c}ch nef hwelc~e} je}cl& Cfc ncrg{lwhef nelea {efdhe

agfcfdhe~hef hgrwe}ef rglefddef e~e} lesefef sefd nclehwhef olgj }we~w

rg{w}ejeef, ~g{ae}wh }elej }e~wfse enelej R^& Agdej Rw~{e Aehe}}e{ sefd }ee~

cfc kg{wrese wf~wh agakg{chef hwelc~e} lesefef nelea hgdce~ef }g{pcmg aokcl

5


12/89

;

]wywhc sefd agawe}hef rglefddef }gkedec twiwn nelea agfefeahef loselc~e}

rglefddef ne{c rg}ecfd!rg}ecfd lecffse sefd kg{dg{eh nelea kcnefd }g{pcmg

aokcl&

Nelea }e~w ~ejwf ~g{ehjc{ cfc, ene cfnche}c kejte R^& Agdej Rw~{e

Aehe}}e{ ~glej kg{wrese wf~wh agfcfdhe~hef hwelc~e} lesefeffse, jel cfc nc~efnec

ngfdef kefsehfse rglefddef sefd agaclcj hgfne{eef aokcl ]wywhc }gkedec

r{onwh sefd nere~ ncdwfehef wf~wh agagfwjc hgkw~wjef kg{hgfne{eef nc ielef&

Rgfdwhw{ef ~g{jener hwelc~e} lesefef nc}g}wechef ngfdef pe{cekgl sefd

agfnwhwfd hwelc~e} lesefef ~g{}gkw~, ~g{nc{c ne{c hwelc~e} cf~g{eh}c, hwelc~e}

lcfdhwfdef `c}ch nef hwelc~e} je}cl, }gjcfdde ae}se{ehe~ nere~ agfg{cae }we~w

hgfse~eef hofh{c~ agfdgfec ie}e }g{pcmg aokcl sefd nc~g{erhef olgj R^& Agdej

Rw~{e Aehe}}e{&

Twiwn hwelc~e} cf~g{eh}c sefd ncrg{hgfelhef olgj R^& Agdej Rw~{e

Aehe}}e{ agfmehwr }cher, rg{clehw nef hgejlcef ne{c rcjeh sefd agakg{chef

lesefef, hjw}w}fse lesefef rgfiwelef, rg{kechef nc kgfdhgl, hg~g{}gnceef }whw

menefd nef kons {grec{&

Twiwn hwelc~e} lcfdhwfdef `c}ch rg{lw nc~wfiwhhef nc nelea agagfwjc

lesefef rw{fe iwel ede{ }g~cer rglefddef ag{e}ehef kgf~wh lesefef sefd

nckg{chef olgj R^& Agdej Rw~{e Aehe}}e{& Lesefef ~g{}gkw~ kg{wre eakcgf~

mofnc~cof *hofnc}c ~g{hgfnelc#, ng}ecf nef }o}celc}e}c lesefef rgfiwelef nelea

agagfwjc hgrwe}ef rglefddef&

Twiwn hwelc~e} je}cl enelej }we~w hgdce~ef lesefef sefd nckg{chef hgrene

rglefddef ~efre je{w} agfdo{kefhef nw{e}c teh~w sefd leae nelea hgdce~ef


13/89

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lesefef, kwh~c `c}ch lesefef eh}g} sefd mgre~ nef ~cfdhe~ pelgf}c e~ew hg}ef

lesefef sefd nc~g{cae ~cneh agfcakwlhef enefse h{c~chef nef hg~cnehrwe}ef e~e}

kgf~wh lesefef je}cl sefd nc~wfiwhhef&

Hg~cde twiwn fse~e cfc agfienc `eh~e sefd rg{lw ncrg{~cakefdhef olgj

rcjeh rgfdeakcl hgrw~w}ef rene R^& Agdej Rw~{e Aehe}}e{ nelea agfgf~whef

hwelc~e} lesefef }g{pcmg aokcl ]wywhc wf~wh nere~ agarg{~ejefhef hgrwe}ef

lesefef sefd ~glej nc~g{cae olgj rglefddef ede{ ~cneh agfdeleac rgfw{wfef sefd

~cneh }g}wec ngfdef je{eref ne{c hgfse~eef sefd ncrg{olgj&

Kg{ne}e{hef jel ~g{}gkw~, rgfwlc} ~g{~e{ch wf~wh agfglc~c ngfdef agaclcj

iwnwl9 Efelc}c} Rgfde{wj Hwelc~e} Lesefef ~g{jener Hgrwe}ef Rglefddef rene

]g{pcmg Aokcl ]wywhc R^& Agdej Rw~{e Aehe}}e{&

5&; [waw}ef Ae}elejKg{ne}e{hef le~e{ kglehefd ae}elej ~g{}gkw~ nc e~e}, aehe rgfwlc} ~g{~e{ch

wf~wh agakeje} ae}elej9

5& Erehej hwelc~e} lesefef sefd ~g{nc{c ne{c hwelc~e} cf~g{eh}c, hwelc~e}

lcfdhwfdef `c}ch nef hwelc~e} je}cl kg{rgfde{wj ~g{jener hgrwe}ef rglefddef

rene }g{pcmg aokcl ]wywhc R^& Agdej Rw~{e Aehe}}e{?

;& Nc ef~e{e hwelc~e} lesefef ~g{}gkw~, pe{cekgl aefehej sefd noacfef

kg{rgfde{wj ~g{jener hgrwe}ef rglefddef rene }g{pcmg aokcl ]wywhc R^&

Agdej Rw~{e Aehe}}e{?


14/89

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5&= ^wiwef Nef Aefèe~ Rgfglc~cef5&=&5 ^wiwef Rgfglc~cef

^wiwef sefd cfdcf ncmerec enelej9

5& Wf~wh agfdg~ejwc nef agfdefelc}c} rgfde{wj hwelc~e} lesefef sefd

~g{nc{c ne{c hwelc~e} cf~g{eh}c, hwelc~e} lcfdhwfdef `c}ch nef hwelc~e}

je}cl ~g{jener hgrwe}ef rglefddef rene }g{pcmg aokcl ]wywhc R^&

Agdej Rw~{e Aehe}}e{&

;& Wf~wh agfdg~ejwc nef agfdefelc}c} pe{cekgl hwelc~e} lesefef sefd

noacfef kg{rgfde{wj ~g{jener hgrwe}ef rglefddef rene }g{pcmg


5&=&; Aefèe~ Rgfglc~cef5& ]gkedec kejef cfò{ae}c nef ae}whef rene rg{w}ejeef nelea jel

rgfg{eref hwelc~e} lesefef wf~wh agfcfdhe~hef hgrwe}ef rglefddef&

;& ]gkedec kejef {g`g{gf}c kedc rcjeh sefd kg{acfe~ agfdg~ejwc ae}elej

sefd nckeje} rene rgfwlc}ef cfc&

=& ]gkedec }elej }e~w }se{e~ wf~wh agfnere~hef dgle{ ]e{iefe Ghofoac

rene Iw{w}ef Aefeigagf @ehwl~e} Ghofoac Wfcpg{}c~e} Je}efwnncf&

5&> ]c}~gae~che Rgfwlc}ef]c}~gae~che rgfwlc}ef nelea rgfsw}wfef }h{cr}c cfc enelej }gkedec

kg{chw~9

Kek C, rgfnejwlwef ~g{nc{c ne{c le~e{ kglehefd, {waw}ef ae}elej, ~wiwef

nef aefèe~ rgfglc~cef }g{~e }c}~gae~che rgfwlc}ef&


15/89

7

Kek CC, lefne}ef ~go{c ~g{nc{c ne{c heicef ~go{c sefd {glgpef ngfdef

rgfwlc}ef }h{cr}c cfc, hg{efdhe rchc{ nef jcro~g}c}&

KEK CCC, ag~onolodc rgfglc~cef ~g{nc{c ne{c neg{ej nef oksgh rgfglc~cef,

ag~ong rgfdwarwlef ne~e, igfc} nef }wakg{ ne~e, rorwle}c nef }eargl, rgfdwicef

jcro~g}c}, ag~ong efelc}c} nef ng`cfc}c org{e}cofel&

KEK CP, deake{ef wawa Rg{w}ejeef, agfdw{echef }gie{ej }cfdhe~ nef

{wefd lcfdhwr kc}fc} w}eje&

KEK P, je}cl nef rgakeje}ef, ~g{nc{c ne{c w{ecef agfdgfec je}cl sefd

nc~glc~c nef ncefelc}c}&

KEK PC, rgfw~wr ~g{nc{c ne{c hg}carwlef nef }e{ef!}e{ef sefd ncefdder

rg{lw&


16/89

0

KEK CC

LEFNE]EF ^GO[C^C]

;&5 Hwelc~e} LesefefHof}gr hwelc~e} lesefef ne{c w{ecef kgkg{ere ejlc rgae}e{ef, rene

ne}e{fse agakg{chef rg{}gr}c }gme{e hofh{c~ agfdgfec hwelc~e} }we~w lesefef&

Hof}gr hwelc~e} lesefef cfc ag{wrehef }we~w {gpolw}c }gme{e agfsglw{wj,

rg{aefgf nelea agfdwkej me{e refnefd aefw}ce nelea agfielefhef e~ew

agfdwresehef w}eje!w}ejefse sefd kg{hec~ef ngfdef r{o}g} ncfeac},

kg{lefd}wfd, ~g{w} agfg{w} nc nelea agagfwjc je{eref, hgcfdcfef nef

hgrwe}effse&

[okg{~ M& ]~gapgl~ *;22>9;52# agfse~ehef kejte hof}gr hwelc~e}

lesefef enelej }we~w rg{}gr}c ~gf~efd {gpolw}c hwelc~e} }gme{e agfsglw{wj sefd

~g{rchc{hef nef agfienc }we~w dede}ef sefd je{w} nc{waw}hef *`o{awle}c# ede{

rgfg{ereffse *carlgagf~e}c# nere~ ncwic hgakelc *gpelwe}c#, wf~wh agfienc }we~w

r{o}g} sefd ncfeac}, kg{lefd}wfd ~g{w} agfg{w} nelea agagfwjc hgrwe}ef

rglefddef&

Hof}gr hwelc~e} lesefef rene ne}e{fse enelej }we~w }~efne{ hwelc~e} sefd

je{w} ncrejeac nc nelea agakg{chef lesefef sefd }gkgfe{fse ~gf~efd

rgae}e{ef ngfdef hwelc~e} lesefef& Jel ~g{}gkw~ kwhef jefse kg{}c`e~ mg{c~e e~ew

}g}we~w sefd agfdene!ene, ~g~erc je{w} nc}g}wechef ngfdef }we~w }~efne{ sefd

leseh, }grg{~c }~efne{ C]O *Cf~g{fe~cofel ]~efne{ncye~cof O{defcye~cof#, }gjcfdde

ncefdder }gkedec }we~w hofnc}c sefd }gje~ wf~wh ~wiwef e~ew rgaehecef, agaclchc

hg}gle{e}ef ngfdef }rg}c`che}c, hgkgke}ef ngfdef }gdele hghw{efdeffse,

0


17/89

4

agakgf~wh hgrwe}ef rglefddef, agaclchc h{gnckclc~e} sefd ~cfddc nef ag{wrehef

hgkefddeef&

Swf, Sofd nef Loj *;22=95>0# agakg{chef }we~w rgfdg{~cef kejte

hof}gr hwelc~e} lesefef enelej }we~w hgmomohef wf~wh rgfddwfeef *`c~fg}} `o{

sow{}# sefd kg{~wiwef wf~wh agfgawhef }we~w rgachc{ef sefd igle} ne{c r{o}g}

rgachc{ef sefd aglejc{hef enefse }we~w rgaejeaef sefd ~cneh }wlc~ wf~wh

ncrejeac, he{gfe glw}cpg doel *~wiweffse igle}# nef r{o}g}fse ag{wrehef

mof~cfwg uwelc~s car{opgagf~*r{o}g} sefd kg{hglefiw~ef#&

Aongl K{ens nef M{ofcf *;2259;5;# agfigle}hef kejte hof}gr~welc}e}c

ne{c }we~w e}wa}c rgachc{ef agfdgfec rgfdwhw{ef hwelc~e} lesefef sefd

mof~{opg{}cel nelea agaejeac enefse hof}gr!hof}gr sefd kg{}c`e~ awl~c

~cfdhe~ef nef awl~c ncagf}c, }gjcfdde nere~ ncdeake{hef kejte }we~w hof}gr

hwelc~e} lesefef rene ne}e{fse nc~gf~whef olgj enefse ie}e sefd ncje{erhef nef

ie}e sefd ncrg{}gr}chef, ~g{def~wfd rene mc~{e sefd ~g{kgf~wh& Agakgf~wh }we~w

mc~{e nc~gf~whef olgj hwelc~e} ~ghfc} nef hwelc~e} `wfd}cofel& He{gfe c~w,

agaejeac }we~w hwelc~e} lesefef }efde~ nc~gf~whef olgj enefse hg~g{hec~ef sefd

renw }grg{~c ~g{lcje~ rene deake{ nc ketej cfc9


18/89

:

Deake{ ;&5

Aongl Hof}gr hwelc~e} lesefef

]wakg{9 K{ens nef M{ofcf *;2259;5;#

^cfiewef agfdgfec hof}gr hwelc~e} lesefef }efde~ nc~gf~whef olgj kg{ere

kg}e{ hg}gfiefdef *der# ef~e{e rg{}gr}c rglefddef e~e} hgfse~eef lesefef sefd

nc~g{cae, nckefncfdhef ngfdef je{eref rglefddef e~e} lesefef sefd je{w}

nc~g{cae& Agfw{w~ Re{e}w{eaef *;225950;# kejte hof}gr hwelc~e} lesefef sefd

ncje{erhef nef nc{e}ehef nc~gf~whef olgj ncagf}c hwelc~e} lesefef& Ncagf}c

hwelc~e} lesefef ~g{}gkw~ ~g{nc{c ne{c hgjefnelef, nese ~efdder, ieacfef, gare~c

nef kwh~c lefd}wfd& ]glecf c~w, lesefef sefd ncje{erhef }efde~ ncrgfde{wjc olgj

kg{kedec rg{}gr}c hoawfche}c ne{c awlw~ hg awlw~, hgkw~wjef r{ckenc,

rgfdeleaef ae}e lelw nef hoawfche}c gh}~g{fel, rg{}gr}c cfclej sefd

agagfde{wjc lesefef sefd ncje{erhef *Gr 1 Gzrgm~e~cof# nef lesefef sefd

nc{e}ehef *Rr 1 Rg{mgr~cof# sefd agakgf~wh enefse hof}gr hwelc~e} lesefef&

Lgkcj igle}fse nere~ nc~wfiwhhef rene deake{ nc ketej cfc9

Ie}e sefd

Ncje{erhef

Ie}e sefd

Ncrg{}gr}chef

Rg{mgcpgn ]g{pcmg

Uwelc~s

Hwelc~e}

^ghfc}

Hwelc~e}

@wfd}cofel

Mc~{e


19/89

3

Deake{ ;&;

Rgfclecef Rglefddef ~g{jener Hwelc~e} lesefef

]wakg{9 Re{e}w{eaef *;225950;#

Hof}gr hwelc~e} lesefef enelej }we~w rgfdg{~cef sefd hoarlgh} ~gf~efd

aw~w, sefd agawe}hef e~ew ~cneh agawe}hef& Hof}gr hwelc~e} lesefef

nche~ehef kg{aw~w erekcle hwelc~e} lesefef sefd nc{e}ehef *ncrg{olgj# aglgkcjc

lesefef sefd ncje{erhef& Nche~ehef hof}gr hwelc~e} lesefef agagfwjc je{eref,

erekcle lesefef sefd ncje{erhef }eae ngfdef sefd nc{e}ehef *agawe}hef#&

Ngachcef rwle nche~ehef rg{}gr}c ~cneh agagfwjc je{eref erekcle lesefef sefd

ncje{erhef lgkcj kg}e{ ne{crene lesefef sefd nc{e}ehef *~cneh kg{aw~w#&

Hof}gr hwelc~e} lesefef ne{c je{eref sefd ncje{erhef }grg{~c

nchgawhehef nc e~e}, nc~gf~whef olgj gare~ èh~o{, sefd }elcfd ~g{hec~ nelea

agakg{chef }we~w rg{}gr}c sefd igle} ne{c je{eref rglefddef nelea agfnere~hef

lesefef& Hggare~ èh~o{ ~g{}gkw~ enelej9

5& Hoawfche}c ne{c awlw~ hg awlw~ *to{n o` aow~j moaawfcme~cof#, èh~o{ cfc

}efde~ agfgf~whef nelea rgakgf~whef je{eref rglefddef e~e} }we~w

Hoawfche}c ne{cAwlw~ hg Awlw~

Hgkw~wjefR{ckenc

RgfdeleaefAe}e Lelw

Hoawfche}cGh}~g{fel

Ncagf}c Hwelc~e}

Lesefef

Hgjefnelef

Nese êfdder

Ieacfef

Gare~c

Kwh~c Lefd}wfd

Hwelc~e} lesefef

sefd Nc{e}ehef

5& Aglgkcjc je{erefGr < Rr *Kg{aw~w#

;& Agagfwjc je{erefGr 1 Rr *Agawe}hef#

=& ^cneh agagfwjc je{erefGr 6 Rr *^cneh Kg{aw~w#

Lesefef sefd

Ncje{erhef *Gr#

Lesefef sefdNc{e}ehef *Rr#


20/89

52

ie}e/lesefef& Rgaclcjef wf~wh agfdhof}wa}c }we~w ie}e/lesefef sefd

kg{aw~w nelea kefseh he}w} ncrgfde{wjc olgj cf`o{ae}c ne{c awlw~ hg awlw~

sefd ncrg{olgj ne{c rglefddef sefd ~glej agfdhof}wa}c ie}e ~g{}gkw~

}gkglwafse&

;& Hgkw~wjef r{ckenc *rg{}ofel fggn#, sec~w je{eref rglefddef kg{pe{ce}c

~g{def~wfd rene he{eh~g{c}~ch nef hgeneef cfncpcnw sefd agagfde{wjc

hgkw~wjef r{ckencfse&

=& Rgfdeleaef ae}e lelw *re}~ gzrg{cgfmg#, sec~w rgfdeleaef rglefddef

ag{e}ehef }we~w lesefef ie}e ~g{~gf~w nc ae}e lelw agagfde{wjc ~cfdhe~

je{ereffse wf~wh agarg{olgj lesefef ie}e sefd }eae nc ae}e hcfc nef sefd

ehef ne~efd&

>& Hoawfche}c gh}~g{fel *moarefs} gz~g{fel moaawfcme~cof# sec~w hoawfche}c

gh}~g{fel sefd ncdwfehef olgj rg{w}ejeef ie}e }gkedec rgakg{c lesefef

aglelwc kg{kedec kgf~wh wrese r{oao}c, iwde agagdefd rg{efef nelea

rgakgf~whef je{eref rglefddef&

Kg{ne}e{hef rgfdg{~cef nc e~e} ~g{nere~ ~cde ~cfdhe~ hof}gr hwelc~e}

lesefef sec~w9

5& Kg{aw~w *uwelc~s }w{r{c}g#, kcle hgfse~eef lesefef sefd nc~g{cae aglgkcjc

lesefef sefd ncje{erhef rglefddef&

;& Agawe}hef *}e~c}`em~o{s uwelc~s#, kcle hgfse~eef lesefef sefd nc~g{cae }eae

ngfdef lesefef sefd ncje{erhef rglefddef&

=& ^cneh kg{aw~w *wfemmgr~eklg uwelc~s#, kcle ~g{fse~e hgfse~eef lesefef sefd

nc~g{cae lgkcj {gfnej ne{c sefd ncje{erhef rglefddef&


21/89

55

W{ecef ~g{}gkw~ nc e~e}, agfienc }we~w rgfclecef nc nelea agfgf~whef

kg{kedec aemea aongl rgfdwhw{ef hwelc~e} lesefef& Rg~g{ *;22=933# agfse~ehef

kejte wf~wh agfdwhw{ hof}gr hwelc~e} lesefef , aehe nere~ nclcje~ ne{c gfea

~cfiewef sefd agfienc }we~w rgfclecef nelea agfdg~ejwc hof}gr hwelc~e}

lesefef sefd ncenor}c ne{c ~gawef!~gawef je}cl rgfglc~cef ef~e{e lecf }gkedec

kg{chw~9

5& D{of{oo} Rg{mgcpgn ]g{pcmg Uwelc~s Aongl sefd nckwe~ olgj D{of{oo}&

Rgfnghe~ef sefd nclehwhef enelej ngfdef agfdwhw{ je{eref ehef hwelc~e}

lesefef *gzrgm~gn uwelc~s# ngfdef rgfdeleaef hwelc~e} lesefef sefd nc~g{cae

*gzrg{cgfmgn uwelc~s# nef ef~e{e hwelc~e} ~ghfc} *~gmjfcmel uwelc~s# ngfdef

hwelc~e} `wfd}c *`wfm~cofel uwelc~s#& ^c~ch òhw} nelea rg{kefncfdef c~w

agfddwfehef mc~{e rg{w}ejeef *mo{ro{e~g caedg# rgakg{c ie}e& Mc~{e

rg{w}ejeef agfw{w~ D{of{oo} }efde~ agagfde{wjc je{eref nef rgfdeleaef

hof}wagf, }gjcfdde ne{c hgnwefse ehef aglejc{hef hof}gr hwelc~e} lesefef

}gme{e ~o~el&

;& Jg}hg~~} ]g{pcmg R{o`c~ Mjecf Aongl& Aongl cfc nchgakefdhef olgj Jg}hg~~}

ngfdef agakwe~ {ef~ec fclec r{o`c~& Nelea {ef~ec fclec ~g{}gkw~ ncigle}hef

kejte hwelc~e} lesefef cf~g{fel *cf~g{fel uwelc~s }g{pcmg# lejc{ ne{c he{setef

sefd rwe} *garlosgg }e~c}èm~cof#& He{setef sefd rwe} ehef agakg{c

neareh rene hg~ejefef he{setef *garlosgg {g~gf~cof# nef r{onwh~cpc~e}

he{setef *garlosgg r{onwm~cpc~s#, sefd rene dclc{effse ehef aglejc{hef

hwelc~e} lesefef gh}~g{fel sefd kech& Hwelc~e} lesefef gh}~g{fel sefd kech

ehef aglejc{hef hgrwe}ef hof}wagf *mw}~oag{ }e~c}èm~cof#, loselc~e}


22/89

5;

hof}wagf *mw}~oag{ losel~s#, nef rene ehjc{fse agfcfdhe~hef rgfiwelef nef

r{o`c~ekclc~e}&

=& Fo{aeff} ]g{pcmg Aefedgagf~ ]s}~ga& Aongl cfc nchgakefdhef olgj

Fo{aeff sefd agfse~ehef kejte }g}wfddwjfse ie}e c~w nc~gf~whef olgj

re{~c}cre}c ne{c hof}wagf, nef gpelwe}c ~g{jener hwelc~e} lesefef ~g{def~wfd

rene cf~g{eh}c ngfdef hof}wagf& ]c}~ga aefeigagf lesefef kg{~c~ch ~oleh

rene kwnese nef `clo}o`c sefd ene nelea rg{w}ejeef, nef ncrgfde{wjc olgj

}gdagf re}e{, hof}gr rglese{ef, caedg nef }c}~ga rgakg{cef ie}e&

>& Gw{orgef @owfne~cof ò{ Uwelc~s Aefedgagf~ Aongl*G@UA Aongl#& Aongl

cfc nchgakefdhef olgj Sese}ef G{ore wf~wh Aefedgagf~ Aw~w nef ~glej

nc~g{cae }gme{e cf~g{fe}cofel& Aongl cfc nc~gawhef }g~glej lgakede ~g{}gkw~

aglehwhef }w{pgc ~g{jener rg{w}ejeef!rg{w}ejeef sefd }wh}g} nc G{ore ~efre

agarg{~cakefdhef e}rgh hgwefdef& Rg{w}ejeef nef je}cl *o{defcye~cof efn

{g}wl~}# ag{wrehef ~c~ch ~oleh aongl cfc, nc aefe hwelc~e} aw~w nc~gf~whef

olgj èh~o{ hgrgacarcfef *lgeng{}jcr# nelea agfdglole }wakg{nese

aefw}ce, }~{e~gdc nef hgkciehef, nef }wakg{nese lecf sefd ncaclchc

rg{w}ejeef& R{o}g} }gme{e kech ~g{jener èh~o{!èh~o{ ~g{}gkw~ ehef

aglejc{hef hgrwe}ef hgrene he{setef, hgrwe}ef hgrene hof}wagf nef

neareh }o}cel sefd kg{e{~c, nef hg~cdefse ag{wrehef je}cl kc}fc} sefd

}gkgfe{fse&

7& ]g{pcmg Rg{ò{aefmg Aongl *]G[RG[@ Aongl#& Aongl cfc nchgakefdhef

olgj M{ofcf nef êslo{ sefd agfdwhw{ ~cfdhe~ hwelc~e} lesefef kg{ne}e{hef

ere sefd ncje{erhef olgj hof}wagf *gzrgm~e~cof# nckefncfdhef ngfdef

whw{ef hcfg{ie *rg{ò{aefmg# sefd nckg{chef olgj rg{w}ejeef nef ng{eie~


23/89

5=

hgrgf~cfdef *caro{~efmg# sefd nchgjgfnehc olgj hof}wagf *îcr~ofo,

;22>933#&

0& ]g{pcmg Uwelc~s Aongl *]G[PUWEL Aongl#& Aongl cfc nchgakefdhef olgj

Re{e}w{eaef, Ygc~jeal nef Kg{{s& Rgfdwhw{ef nelea aongl cfc agfddwfehef

}hele rg{kefncfdef awl~cncagf}cofel ef~e{e je{eref *gzrgm~e~cof# ngfdef

rg{}gr}c ~gf~efd hcfg{ie *rg{ò{aefmg#&

W{ecef!w{ecef ~g{}gkw~ nc e~e} agakg{chef }we~w rgaejeaef sefd hwe~

kejte nc nelea agfwakwjhef hof}gr hwelc~e} lesefef hgrene rglefddef, aehe

rcjeh kefh je{w} agfwakwjhef nef agakg{chef hghwe~ef ~g{jener rgf~cfdfse

hwelc~e} lesefef sefd nckg{chef& ]g}wfddwjfse hwelc~e} lesefef ag{wrehef

hwelc~e} cf~g{eh}c, hwelc~e} lcfdhwfdef `c}ch nef hwelc~e} je}cl sefd nc~g{cae olgj

rglefddef nelea {efdhe agagfwjc ~cfdhe~ hgrwe}effse&

De}rg{}y *;22=9># agfse~ehef rgfdg{~cef ne}e{ ne{c hwelc~e}

agfwfiwhhef kejte he~e hwelc~e} agaclchc kefseh ng`cfc}c sefd kg{kgne nef

kg{pe{ce}c ne{c sefd hofpgf}cofel }earec sefd lgkcj }~{e~gdch& Ng`cfc}c

hofpgf}cofel ne{c hwelc~e} kce}efse agfddeake{hef he{eh~g{c}~ch lefd}wfd ne{c

}we~w r{onwh }grg{~c rg{ò{aef}c *rg{ò{aefmg#, hgefnelef *{glcekclc~s#, awnej

nelea rgfddwfeef *ge}g o` w}g#, g}~g~che *g}~jg~cm}# nef }gkedecfse, }grg{~c

hwelc~e} cf~g{eh}c, hwelc~e} lcfdhwfdef `c}ch nef hwelc~e} je}cl&

Nc }earcfd rgfdg{~cef hwelc~e} }grg{~c ~glej nc}gkw~hef nc e~e}, hwelc~e}

iwde nere~ nce{~chef }gkedec }gdele }g}we~w sefd agfgf~whef hgrwe}ef rglefddef

nef wrese rg{wkejef hg e{ej rg{kechef ~g{w}!agfg{w}, }gjcfdde nchgfel c}~clej

U!AE^MJ *Uwelc~s 1 Agg~} Ed{ggn ^g{a} efn Mjefdg}#&


24/89

5>

Ng`cfc}c ~gf~efd hwelc~e}, kech sefd hofpgf}cofel aewrwf sefd }~{e~gdih,

nere~ nche~ehef kejte rene ne}e{fse hwelc~e} agfdemw hgrene rgfdg{~cef rohoh

kg{chw~9

5& Hwelc~e} ~g{nc{c ne{c }giwalej hgc}~cagteef r{onwh, kech hgc}~cagteef

lefd}wfd aewrwf hgc}~cagteef e~{eh~c` sefd agagfwjc hgcfdcfef rglefddef

nef ngfdef ngachcef agakg{chef hgrwe}ef e~e} rgfddwfeef r{onwh c~w&

;& Hwelc~e} ~g{nc{c ne{c }gdele }g}we~w sefd kgke} ne{c hghw{efdef e~ew

hg{w}ehef&

Kg{ne}e{hef rgfdg{~cef ne}e{ ~gf~efd hwelc~e} nc e~e}, ~eareh kejte

hwelc~e} }glelw kg{òhw} rene lesefef rglefddef *mw}~oag{ }g{pcmg òmw}gn

uwelc~s#& Ngfdef ngachcef r{onwh!r{onwh ncng}ecf, ncr{onwh}c }g{~e lesefef

nckg{chef wf~wh agagfwjc hgcfdcfef rglefddef& He{gfe hwelc~e} agfdemw hgrene

}gdele }g}we~w sefd agfgf~whef hgrwe}ef rglefddef, aehe }we~w r{onwh sefd

ncje}clhef ke{w nere~ nche~ehef kg{hwelc~e} erekcle }g}wec ngfdef hgcfdcfef

rglefddef, nere~ ncaefèe~hef ngfdef kech, }g{~e ncr{onwh}c *ncje}clhef# ngfdef

me{e sefd kech nef kgfe{&

Agfw{w~ Nghhg{ *;22595># rene ne}e{fse }c}~ga hwelc~e} aong{f c~w

nckedc agfienc ~cde sec~w hwelc~e} ng}ecf, hwelc~e} hofò{aef}c nef hwelc~e}

lesefef& Lgkcj igle}fse ncw{echef kejte9

5& Hwelc~e} ng}ecf, rene ne}e{fse agfdemw hgrene eh~cpc~e} sefd agfieacf

kejte r{onwh ke{w e~ew r{onwh sefd ncaonc`che}c, ncng}ecf }gngachcef {wre

wf~wh agagfwjc hgcfdcfef nef je{eref rglefddef }g{~e }gme{e ghofoac}

leseh wf~wh ncr{onwh}c e~ew nchg{iehef& Ngfdef ngachcef, hwelc~e} ng}ecf

enelej hwelc~e} sefd nc{gfmefehef& Hwelc~e} ng}ecf c~w ehef agfgf~whef


25/89

57

}rg}c`che}c r{onwh nef ag{wrehef ne}e{ rgakwe~ef hgrw~w}ef sefd kg{hec~ef

ngfdef }gdagf re}e{, }rg}c`che}c rgfddwfeef, }g{~e lesefef rw{fe iwel&

Hwelc~e} ng}ecf rene wawafse ag{wrehef ~efddwfdietek rene Kedcef [c}g~

nef Rgfdgakefdef *[N#, [ghese}e R{o}g} *R{omg}} Gfdcfgg{cfd#, [c}g~

Re}e{ *Ae{hg~ [g}ge{mj# nef kedcef!kedcef lecf sefd kg{hec~ef&

;& Hwelc~e} Hofò{aef}c agfdemw hgrene rgakwe~ef r{onwh e~ew rgakg{cef

ie}e lesefef sefd agagfwjc }rg}c`che}c sefd ~glej nc~gf~whef }gkglwafse

rene ~ejer ng}ecf c~w& Ngfdef ngachcef hwelc~e} hofò{aef}c agfwfiwhhef

~cfdhe~ }giewjaefe r{onwh sefd nckwe~ agagfwjc e~ew }g}wec ngfdef

}rg}c`che}c r{onwh& Rene wawafse, kedcef!kedcef r{onwh}c, rg{gfmefeef nef

rgfdgfnelcef r{onwh}c, rgakglcef nef rgfdc{caef agaclchc ~efddwfdietek

w~eae wf~wh hwelc~e} hofò{aef}c c~w&

=& Hwelc~e} rgae}e{ef nef lesefef rw{fe iwel kg{hec~ef ngfdef ~cfdhe~

}giewjaefe nelea agfddwfehef r{onwh c~w agagfwjc hg~gf~wef!hg~gf~wef

ne}e{ ~gf~efd rgae}e{ef, rgaglcje{eef nef lesefef rw{fe iwel&

^cfiewef Re{e}w{eaef *;225957;# agfse~ehef kejte nc nelea

agarg{olgj hwelc~e} lesefef ie}e sefd or~cael, nc~gf~whef olgj hgaearwef nc

nelea agaenwhef wf}w{ sefd }elcfd kg{hec~ef }gkedec }we~w lesefef sefd

~g{renw& ]we~w hwelc~e} lesefef ie}e ehef hoare{e~c` ngfdef wf}w{!wf}w{ sefd

agfnwhwfdfse, sec~w9 *5# enefse r{onwh ie}e sefd }g}wec ngfdef kgf~wh lesefef

sefd nere~ agakg{chef hgrwe}ef hgrene rglefddef, *;# rgfsearecef cfò{ae}c

sefd hoarlgh}, ~g{ò{aelhef nef ~g{òhw} nc nelea rgfseareceffse, }gjcfdde

~g{ienc kgf~wh!kgf~wh cf~g{eh}c ef~e{e rcjeh sefd agakg{chef lesefef ie}e nef


26/89

50

sefd agfg{cae ie}e, nef *=# agakg{chef rgfsearecef kgf~wh!kgf~wh hwelc~e}

lesefef ie}e }g}wec ngfdef lcfdhwfdef ie}e sefd ncaclchc olgj }we~w rg{w}ejeef&

Rgfdg{~cef hwelc~e} lesefef ag{wrehef }we~w rgfdg{~cef sefd agfmehwr

kg{kedec rgfclecef ~g{jener kgf~wh!kgf~wh lesefef sefd nc~g{cae sefd kg{~warw

hgrene ~cde kgf~wh hwelc~e} lesefef& Hg~cde hoarofgf ~g{}gkw~ ag{wrehef }e~w

hg}e~wef sefd }elcfd w~wj nef ~g{renw nc nelea agfdgakefdhef }we~w lesefef

nelea {efdhe agagfwjc hgrwe}ef rglefddef& K{ens nef M{ofcf *;225950:#

agfse~ehef kejte hwelc~e} lesefef ~g{nc{c ne{c hwelc~e} cf~g{eh}c, hwelc~e}

lcfdhwfdef `c}ch nef hwelc~e} je}cl nelea }we~w rg{w}ejeef e~ew rg{w}ejeef

mgfng{wfd ncrgfde{wjc olgj ~cde jel }gkedec kg{chw~9

5& R{onwh ie}e, sec~w }wksgh e~ew oksgh ne{c ie}e sefd nc~ete{hef hgrene

rglefddef sefd }g}wec ngfdef ~wf~w~ef nef hgkw~wjef r{onwh sefd ~g{}gnce&

;& Rgfsearecef ie}e sec~w kgf~wh lesefef ie}e sefd }g}wec ngfdef cf`o{ae}c

e~ew kgf~wh!kgf~wh lesefef sefd nere~ nckg{chef kech lesefef }gme{e ~g{renw

aglelwc ho{g}rofngf}c ngfdef he{eh~g{c}~ch {g}rofngf e~ew ewncgf}&

=& Lcfdhwfdef ie}e, sec~w agakg{chef kgf~wh lesefef sefd ~glej ~g{lcfdhwrc

agfienc }we~w mc{c hje} kedc rgakg{c ie}e }g}wec ngfdef

rg{w}ejeef/rg{w}ejeef sefd agakg{chef lesefef ie}e&

Hg~cde jel ~g{}gkw~ nc e~e} nchgfel }gkedec aongl ~j{gg moarofgf~ sec~w

}we~w hoarofgf sefd }elcfd ~g{hec~ ef~e{e r{onwh ie}e, rgfsearecef ie}e nef

lcfdhwfdef ie}e nelea agfnwhwfd ~cfdhe~ hwelc~e} lesefef ie}e sefd nc~g{cae

olgj rglefddef& Lgkcj igle}fse nere~ nc~wfiwhhef aongl ~j{gg moarofgf~rene

deake{ nc ketej cfc9


27/89

54

Deake{ ;&=

Aongl ^j{gg Moarofgf~

]wakg{9 K{ens nef M{ofcf *;225950:#

Deake{ aongl ~j{gg moarofgf~ ~g{}gkw~ agfienc ne}e{ emwef nc nelea

agfgf~whef kgf~wh hwelc~e} lesefef ie}e sefd nc~g{erhef olgj hgkefsehef

rg{w}ejeef rg{kefhef nc nelea agakg{chef rgagfwjef ~cfdhe~ hgrwe}ef

rglefddef&

Lgkcj }rg}c`ch hwelc~e} lesefef sefd nchgakefdhef olgj hgkefsehef

rg{w}ejeef e~ew rg{w}ejeef rg{kefhef mgfng{wfd agfng`cfc}chef hwelc~e} ie}e

}gkedec ~wiwef w~eae ne{c kg{kedec kgf~wh hwelc~e} cf~g{eh}c, hwelc~e} lcfdhwfdef

`c}ch nef hwelc~e} je}cl& Kgf~wh hwelc~e} cf~g{eh}c ~g{}gkw~ iwde nere~

nchgakefdhef agfienc cfnche~o{!cfnche~o{ sefd nere~ agakefdwf }cher,

rg{clehw nef hgejlcef& Hwelc~e} lcfdhwfdef `c}ch nere~ nckefdwf ne{c enefse

cfnche~o{!cfnche~o{ kg{wre eakcgf~ mofnc~cof, ng}ecf nef `eh~o{ }o}cel& ]gnefdhef

hwelc~e} je}cl nc~gf~whef olgj teh~w ~wfddw, kwh~c `c}ch nef pelgf}c& Lgkcj

igle}fse nere~ nc~wfiwhhef ne{c deake{ aongl K{ens nef M{ofcf }gkedec kg{chw~9

Hwelc~e}Ie}e

RgfsearecefIe}e

LcfdhwfdefIe}e

R{onwhIe}e


28/89

5:

Deake{ ;&>

Aongl K{ens nef M{ofcf

]wakg{9 ]wakg{9 K{ens nef M{ofcf g~ el *;225950:#

Aongl ~g{}gkw~ nc e~e} ag{wrehef aongl nc nelea agfgf~whef e}rgh

hwelc~e} lesefef sefd }g}wec ngfdef kgf~wh!kgf~wh hof`o{aef}c ~go{c aongl sefd

agfdcfnche}chef kejte hwelc~e} cf~g{eh}c nelea kg{kedec kgf~whfse cf~cfse

agfde{ejhef hgrene kedecaefe agakg{chef }we~w kgf~wh lesefef sefd }g}wec

ngfdef }cher, rg{clehw nef hgejlcef sefd ncaclchc olgj re{e rgfdgakefd lesefef

ie}e ede{ rcjeh sefd agfnere~hef lesefef ag{e}ehef hwelc~e} ie}e&

]glefiw~fse kejte wf~wh agfdgakefdhef hwelc~e} lcfdhwfdef `c}ch sefd

agagfde{wjc hwelc~e} ie}e, aehe hofnc}c eakcgf~, ng}ecf nef `eh~o{ }o}cel ~cneh

nere~ ncekechef& Erekcle hg~cde jel ~g{}gkw~ ~g{rgfwjc, aehe }gme{e lefd}wfd e~ew

]cher

Rg{clehw

Hgejlcef

Eakcgf~

Mofnc~cof

Ng}ecf

@eh~o{]o}cel

Teh~w

^wfddw

Kwh~c @c}ch

Pelgf}c

Hwelc~e}

Cf~g{eh}c

Hwelc~e} Lcfdhwfdef

@c}ch

Hwelc~e}

Je}cl

Hwelc~e}

lesefef


29/89

53

~cneh lefd}wfd rcjeh lesefef ie}e ehef agakg{chef er{g}ce}c ~gf~efd hwelc~e} ie}e

sefd nc~g{caefse&

]glecf c~w, hwelc~e} je}cl iwde nc~gf~whef olgj enefse hofnc}c rgakg{cef

lesefef kg{ne}e{hef teh~w ~wfddw, kwh~c `c}ch nef pelgf}c ne{c }gdele kgf~wh

hgdce~ef lesefef sefd `ohw}fse ag{wrehef je}cl ne{c hwelc~e} lesefef sefd

ncje{erhef aearw agakg{chef hof~{ckw}c kg}e{ ~g{jener hwelc~e} lesefef&

Kg{ne}e{hef w{ecef!w{ecef ~g{}gkw~ nc e~e}, aehe nere~ ncrejeac kejte

hwelc~e} ie}e lesefef sefd nc~g{erhef olgj rcjeh R^& Agdej Rw~{e Aehe}}e{ rene

wawafse kg{~warw hgrene hwelc~e} r{onwh ie}e, rgfsearecef ie}e nef

lcfdhwfdef ie}e sefd }gme{e {cfmc kg{twiwn hwelc~e} cf~g{eh}c, hwelc~e} lcfdhwfdef

`c}ch nef je}cl hg{ie sefd cfnche~o{!cfnche~o{fse ~g{kefdwf ne{c cfnche~o{ }cher,

rg{clehw nef hgejlcef sefd agfsw}wf }we~w hwelc~e} cf~g{eh}c, cfnche~o{ hofnc}c

eakcgf~, ng}ecf, `eh~o{ }o}cel ag{wrehef rgfsw}wf ne{c hwelc~e} lcfdhwfdef `c}ch&

]gnefdhef cfnche~o{ teh~w ~wfddw, kwh~c `c}ch nef pelgf}c ag{wrehef cfnche~o{

sefd agfsw}wf hwelc~e} je}cl& Nc ef~e{e hg~cde pe{cekgl!pe{cekgl hwelc~e} cf~g{eh}c,

hwelc~e} lcfdhwfdef `c}ch nef hwelc~e} je}cl ag{wrehef pe{cekgl!pe{cekgl sefd

agakgf~wh hwelc~e} ie}e lesefef rg{w}ejeef&

;&; Aongl Hwelc~e} Lesefef

Aongl hwelc~e} lesefef enelej }we~w aongl sefd agfghefhef rene

rgf~cfdfse hwelc~e} lesefef nc~g{erhef nelea {efdhe agakg{chef e~ew agagfwjc

hgrwe}ef rglefddef& ]g~cer rglefddef }gfef~ce}e agfclec rgf~cfdfse hwelc~e}

lesefef sefd nc~g{cae& ]we~w hwelc~e} lesefef ~cneh jefse nclcje~ ne{c kgf~wh


30/89

;2

ae~g{cel e~ew fof ae~g{cel ~erc iewj ne{crene c~w kejte }we~w hof}gr hwelc~e}

enelej ~g{rgfwjcfse }gme{e agfsglw{wj kech cf~g{c}ch aewrwf g}~{c}ch&

Aongl hwelc~e} lesefef sefd nchgfelhef olgj K{ens nef M{ofcf

agfsgkw~hef enefse ~cde wf}w{ aongl lesefef& Cfc iwde nchgawhehef olgj

Do{nof *;22> 9 5:# sefd agfse~ehef kejte hwelc~e} lesefef enelej }we~w aongl

lesefef sefd nc~g{cae rglefddef kg{ne}e{hef enefse jwkwfdef cf~g{eh}c,

~g{mcr~efse lcfdhwfdef `c}ch nef kg{o{cgf~e}c ~wiwef& Ne}e{ rgachc{ef cfc

kg{hgakefd agfienc }we~w aongl sefd nc}gkw~ 9

5& Aongl hwelc~e} cf~g{eh}c sec~w }we~w aongl sefd ncrg{hgfelhef nelea

agakg{chef }we~w lesefef sefd kg{hwelc~e} sefd nere~ agfddwdej }cher,

rg{clehw nef hgaearwef *hgejlcef# nelea agakg{chef kgf~wh lesefef sefd

agawe}hef&

;& Aongl hwelc~e} lcfdhwfdef `c}ch sec~w }we~w aongl rgakg{cef lesefef }g}wec

ngfdef hofnc}c hgfse~eef `c}ch kg{ne}e{hef hofnc}c sefd }~ekcl *eakcgf~

mofnc~cof# }g}wec ng}ecf `c}ch *rjs}cmel ng}cdf# nef enefse hofnc}c lcfdhwfdef

}o}cel *gfpc{ofagf~ }omcel#&

=& Aongl hwelc~e} je}cl sec~w }we~w aongl rgakg{cef lesefef sefd nc~g{cae

kg{ne}e{hef je}cl sefd ~gre~ kg{ne}e{hef nw{e}c teh~w, hgfearehef `c}ch

sefd fse~e nef pelefmg *agakg{c hg}ef#&

Hg~cde aongl cfc ag{wrehef }we~w aongl sefd nere~ nc~g{erhef nelea

kg{kedec kgf~wh hgdce~ef lesefef kech lesefef r{onwh aewrwf lesefef ie}e& G`gh

sefd nc~cakwlhef ne{c aongl hwelc~e} cfc enelej agfwakwjhef enefse ~cfdhe~


31/89

;5

cf~g{eh}c ngfdef rglefddef, rg{kechef hofnc}c lcfdhwfdef `c}ch sefd agfnwhwfd

nef o{cgf~e}c ~wiwef je}cl agfienc ~e{dg~ rgf~cfd nelea agfdgakefdhef nef

agfg~erhef }we~w hgdce~ef lesefef& Lgkcj igle}fse nere~ ncw{echef aongl

~g{}gkw~ 9

5& Aongl Hwelc~e} Cf~g{eh}cK{ens nef M{ofcf *;2259:;# agfigle}hef kejte hwelc~e} lesefef

}efde~ ncrgfde{wjc olgj ~cde aongl cf~g{eh}c& Hg~cde aongl cf~g{eh}c ~g{}gkw~

nclcje~ ne{c rgf~cfdfse }cher, rg{clehw nef hgejlcef nelea agakg{chef

lesefef sefd w~eae nef ~g{kech& ]g~cer hwelc~e} lesefef nc~wf~w~ enefse

rgfdehwef }cher sefd nc~wfiwhhef ne{c re{e rgfdgakefd rgae}e{ef sec~w

aearw agfwfiwhhef }cher sefd agarwfsec g`gh ro}c~c` ~g{jener hgdce~ef

rgae}e{ef&

K{ens nef M{ofcf *;2259:=# agfigle}hef kejte hwelc~e} cf~g{eh}c ne{c

hwelc~e} lesefef iwde nc~gf~whef olgj rg{clehw rgfdgakefd rgae}e{ef&

Rg{clehw cfc enelej rg{clehw sefd hof}~{wh~c` }g}wec ngfdef role rgachc{ef

nef role ~cfneh sefd nc}g}wechef ngfdef }cher sefd nc~wfiwhhef, kejte

rg{clehw ag{wrehef }we~w er{g}ce}c ~gf~efd rgfclecef ~cfnehef sefd ro}c~c`

wf~wh agfdje}clhef caedg e~ew rg{}gr}c sefd kech }gjcfdde rglefddef

aglehwhef cf~g{eh}c kech }gme{e eh~c` aewrwf r{o eh~c`&

]glecf }cher nef rg{clehw sefd nc~wfiwhhef, rgfdgakefdef hwelc~e}

cf~g{eh}c ncrgfde{wjc rwle olgj ~cfdhe~ hgejlcef& K{ens nef M{ofcf *;2259:>#

agfse~ehef kejte }g~cer hwelc~e} cf~g{eh}c ne{c hwelc~e} lesefef, ehef


32/89

;;

agfwfiwhhef enefse hgejlcef nelea agfdgakefdhef kgf~wh!kgf~wh lesefef

hjw}w}fse agakg{chef rgfscheref }gme{e aef~er nef aeref kedecaefe ejlc

nelea agfscherc nef ejlc kg{rg{clehw nelea kg{~cfneh wf~wh

agfdgakefdhef }we~w r{onwh agfienc }g}we~w sefd nere~ nc~g{cae nc

helefdef rglefddef&

Agfdemw ne{c hg~cde cfnche~o{ sefd kefseh nchgakefdhef nc nwfce

rgae}e{ef ie}e aewrwf r{onwh, nchg~ejwc kejte hwelc~e} cf~g{eh}c ag{wrehef

hwelc~e} sefd kg{rg{ef rgf~cfd nelea lesefef& Agfw{w~ K{ens nef M{ofcf

*;2259:># agfse~ehef kejte rgfieke{ef aehfe }cher, rg{clehw nef hgejlcef

enelej rgfieke{ef sefd }efde~ w~wj nelea agakg{chef rgfigle}ef ~gf~efd

hwelc~e} cf~g{eh}c& Hwelc~e} cf~g{eh}c ehef agakg{chef }we~w rgfde{wj ro}c~c`

kedc rglefddef erekcle cf~g{eh}c ~g{}gkw~ nc}cherc ngfdef kech, ngfdef

agfwfiwhhef enefse rg{clehw sefd ro}c~c` ~g{jener }we~w caedg r{onwh e~ew

ie}e, sefd nclehwhef }g}wec ngfdef wic hgejlcef lesefef, }gjcfdde hof}wagf

ngfdef awnej kg{cf~g{eh}c nef ngfdef awnej agakg{chef er{g}ce}cfse

}g}wec ngfdef hgrwe}ef rglefddef&

Nelea agfdgakefdhef hwelc~e} cf~g{eh}c wf~wh }we~w r{onwh

rgae}e{ef, aehe }g~cer rgfdgakefd rgae}e{ef nc~wf~w~ wf~wh agaclchc

hgaearwef cf~g{eh}c }cher, hgaearwef cf~g{eh}c kg{rg{clehw nef

hgaearwef cf~g{eh}c hgejlcef& Cf~g{eh}c }cher, cngf~ch ngfdef kedecaefe

agfscherc }g}we~w }g}wec ngfdef rg{}gr}c e~ew e}wa}c agfdgfec r{onwh e~ew

ie}e sefd ncrclcj e~ew sefd ncdwfehef& Rg{clehw cngf~ch ngfdef kedecaefe


33/89

;=

kg{~cfneh nelea aglehwhef }we~w hgdce~ef ne{c rgakglcef e~ew rgfiwelef

}we~w r{onwh e~ew ie}e sefd ncrclcj e~ew ncdwfehef& ]gnefdhef hgejlcef

cngf~ch ngfdef me{e refnefd, nef me{e ~cfneh sefd ncrenwhef nelea

agfdg~ejwc }gme{e kgfe{ nef kg~wl ~gf~efd }wkigh nef oksgh r{onwh e~ew ie}e

sefd ncrclcj&

W{ecef cfc agakg{chef }we~w rgaejeaef kejte hwelc~e} cf~g{eh}c

ag{wrehef }we~w hwelc~e} lesefef sefd rg{lw ncrg{~cakefdhef nelea hgdce~ef

rgae}e{ef& Hgkg{je}clef }we~w hgdce~ef rgae}e{ef kefseh nc~gf~whef olgj

enefse cf~g{eh}c rgae}e{ef sefd nc~wfiwhhef& Cf~g{eh}c ~g{}gkw~ rene

ne}e{fse ncfclec ne{c }cher cf~g{eh}c, rg{clehw cf~g{eh}c nef hgejlcef nelea

kg{cf~g{eh}c& Mof~oj sefd nere~ nckg{chef nelea agakg{chef hwelc~e} lesefef

cf~g{eh}c hgrene rglefddef rene }g{pcmg aokcl ]wywhc R^& Agdej Rw~{e

Aehe}}e{ enelej agfscherc hgcfdcfef rglefddef ~g{jener ie}e sefd

nc~ete{hef, agfdgakefdhef rg{clehw sefd nere~ kg{cf~g{eh}c wf~wh agfdeieh

e~ew agfete{hef }we~w ~cfnehef rg{clehw ro}c~c` agaclcj ie}e nelea

rg{ete~ef hgfne{eef nef cf~g{eh}c hgejlcef sec~w ejlc nelea agakg{chef

lesefef rg{ete~ef hgfne{eef sefd aeh}cael&

k& Aongl Hwelc~e} Lcfdhwfdef @c}chK{ens nef M{ofcf *;22593># agfse~ehef kejte }we~w hgdce~ef

rgae}e{ef sefd kg{hec~ef ngfdef lcfdhwfdef `c}ch, ncrg{jenerhef ngfdef

enefse ~cde jel sefd }elcfd ~g{hec~, 5# enefse hofnc}c fc}kc *eakcgf~#, sefd

mgfng{wfd agfsgkekhef hgdce~ef lesefef kg{je}cl e~ew ~cneh kg{je}cl


34/89

;>

agfdche~ rglefddef, ;# ng}cdf sec~w }we~w lcfdhwfdef `c}ch lesefef sefd

ncne}e{c ngfdef tete}ef, role, nef fclec sefd ~g{hefnwfd nelea hgdce~ef

lesefef sefd nere~ nclcje~ }gme{e fse~e wf~wh agfcfdhe~hef iwalej

rglefddef, =# @eh~o{ }o}cel enelej }we~w hofnc}c enefse jwkwfdef sefd }elcfd

~g{hec~ nc nelea agarg{hgfelhef lesefef sefd }g}wec ngfdef je{eref,

hgcfdcfef, ~wiwef nef hgrwe}ef rglefddef&

Hwelc~e} lcfdhwfdef `c}ch agag{lwhef enefse hofnc}c fc}kc ng}cdf nef

`eh~o{ }o}cel nc nelea agakg{chef }we~w lesefef hgrene rglefddef, ede{

rg{w}ejeef nere~ agfdgakefdhef gh}c}~gf}c lesefef }g}wec ngfdef hofnc}c

lcfdhwfdef `c}ch sefd ncjenercfse& K{ens nef M{ofcf *;225930# agfse~ehef

kejte nelea aglehwhef }we~w hwelc~e} lesefef sefd }g}wec ngfdef hwelc~e}

lcfdhwfdef `c}ch, agarg{~cakefdhef enefse ~cde jel 9 5# agfwfiwhhef }we~w

hofnc}c fc}kc *hofnc}c eakcgf~# sefd }g}wec ngfdef rg{wkejef rg{wkejef

ne{c }we~w hgdce~ef lesefef, ;# kgf~whng}cdf ne{c }we~w hgdce~ef lesefef sefd

nclehwhef }g}wec rgfclecef }we~w role nef ng}cdf sefd erch nelea agagfwjc

hgkw~wjef rglefddef, =# aglehwhef }we~w cf~g{r{g}~e}c `eh~o{ }o}cel ne{c }we~w

hgdce~ef lesefef&

]we~w hgdce~ef hwelc~e} lesefef }efde~ agagfde{wjc cf~g{r{g}~e}c

lcfdhwfdef `c}ch& Enerwf kgf~wh hofnc}c `c}ch ~g{}gkw~ }efde~ kg{hec~ef

ngfdef hglesehef hglesehef }we~w hofnc}c sefd }g{cfd agfdeleac

rg{wkejef rg{wkejef sefd ~g{ienc ne{c rg{wkejef sefd ncfeac} agfienc

rg{wkejef sefd }~e~c} e~ew }gkelchfse& ]glecf c~w hwelc~e} lcfdhwfdef `c}ch iwde

}gfef~ce}e agakg{chef neareh ~g{jener mo{eh ng}cdf ne{c }we~w hgdce~ef


35/89

;7

lesefef& E~ew }we~w hofnc}c lcfdhwfdef `c}ch mgfng{wfd ncrgfde{wjc olgj

enefse cf~g{eh}c `eh~o{ }o}cel sefd kg{neareh rene lcfdhwfdef `c}ch&

Hgfse~eef sefd ncjenerc olgj R^& Agdej Rw~{e Aehe}}e{ nelea

agfdgakefdhef hwelc~e} lcfdhwfdef `c}ch }grg{~c enefse hofnc}c `c}ch fc}kc

rg{wkejef rg{wkejef nelea rgfe~eef {wefd }g{pcmg kech ne{c }gdc

aonc`che}c {wefdef, je{de lesefef, hgdce~ef rg{ete~ef nef hgdce~ef

rgfddef~cef }whw menefd e~e} r{onwh hgfne{eef, sefd ncng}cdf wf~wh

agagfwjc hgkw~wjef rglefddef& Kg{e{~c hwelc~e} lcfdhwfdef `c}ch }efde~

agfgf~whef ~cfdhe~ hgrwe}ef rglefddef nelea agfg{cae hwelc~e} lesefef&

m& Aongl Hwelc~e} Je}cl]g~cer hgdce~ef rgakg{cef lesefef, agfghefhef rgf~cfdfse hwelc~e}

je}cl& Hwelc~e} je}cl enelej rgfclecef agfdgfec je}cl sefd ncrg{olgj ne{c

rgaef`ee~ef nef rgfddwfeef ~gf~efd er{g}ce}c agfdgfec nw{e}c ~wfddw }we~w

lesefef, kwh~c fse~e *`c}ch# sefd nere~ nc~wfiwhhef wf~wh agfclec kejte je}cl

`c}ch ~g{}gkw~ ~ejef e~ew hwe~ nelea hgfeareheffse& Ngachcef rwle hwelc~e}

je}cl je{w} agfwfiwhhef enefse ~cfdhe~ pelgf}c *hg}ef# sefd agfe{ch ne{c

je}cl lesefef sefd nc~wfiwhhef& K{ens nef M{ofcf *;225933# agfse~ehef

kejte hwelc~e} je}cl enelej }we~w rgfclecef ~g{jener hwelc~e} ie}e e~ew r{onwh

sefd rgfcleceffse nc}g}wechef ngfdef nw{e}c / teh~w ~wfddw, sefd kwh~c

`c}chfse ~ejef leae nef agaclchc fclec hg}ef sefd ~cfddc *pelgf}c#& Hg~cde

wf}w{ cfc sefd kg{rg{ef rgf~cfd nelea agfgf~whef hwelc~e} je}cl sefd

ncmerec&


36/89

;0

]g~cer hgdce~ef rgae}e{ef sefd agakw~wjhef lesefef, ncrg{lwhef

enefse hgdce~ef teh~w ~wfddw& Mgre~ ~cnehfse }we~w hgdce~ef lesefef }efde~

nc~gf~whef olgj rgfddwfeef g}gf}c nef g`gh~cpc~e} teh~w sefd ncdwfehef&

]gnefdhef }g~cer hgdce~ef lesefef agag{lwhef enefse kwh~c `c}ch kg{wre

r{o}gnw{ nef aghefc}ag lesefef sefd nc~efnec ngfdef rgfddwfeef ele~ nef

rg{lgfdheref lesefef& Hgdce~ef lesefef sefd kg{o{cgf~e}c je}cl iwde

agarwfsec fclec hg}ef *pelgf}c# sefd agfsgkekhef rglefddef ~g{~e{ch&

Lckg{~s *;22>9:2# agfse~ehef kejte }g~cer hwelc~e} je}cl ne{c eh~cpc~e}

lesefef agag{lwhef enefse hwelc~e} rgfddwfeef teh~w sefd g`c}cgf, }g}wec

ngfdef kwh~c `c}ch }we~w hgdce~ef lesefef, sefd agfe{ch rg{je~cef e~ew

agaclchc hg}ef&

Cngf~c`che}c }we~w hwelc~e} je}cl lesefef, agfw{w~ K{ens nef M{ofcf

*;225952;# ~g{nc{c ne{c9 5# }g~cer hgdce~ef lesefef sefd nere~ agfdje}clhef

}we~w je}cl sefd or~cael ncrg{lwhef enefse teh~w ~wfddw& Teh~w ~wfddw sefd

ncaeh}wn enelej rgfddwfeef nw{e}c teh~w sefd g`c}cgf nef g`gh~c` nelea

agfmerec je}cl hg{ie, ;# }g~cer hwelc~e} je}cl lesefef agag{lwhef enefse

kwh~c `c}ch lesefef, =# }g~cer hwelc~e} lesefef je{w} agaclchc hg}ef&

R{eh~ch rgfddwfeef hwelc~e} je}cl kg{ne}e{hef ie}e lesefef

agakg{chef }we~w rgaejeaef kejte hwelc~e} je}cl sefd ncaeh}wn enelej

hgaearwef re{e }~e` nelea agakg{chef lesefef sefd aeh}cael hgrene re{e

rglefddef sefd aearw agakg{chef nw{e}c lesefef sefd mgre~ nelea lesefef

rg{ete~ef aokcl nc kgfdhgl, kg{hoawfche}c eh~c` nelea aglehwhef rgfiwelef


37/89

;4

aokcl nef }whw menefd, }g{~e agakg{chef ieacfef kons {grec{ hgrene

rglefddef sefd ne~efd wf~wh aglehwhef }g{pcmg hgfne{eef&

;&= Agfdwhw{ Hwelc~e} Lesefef

Agfdwhw{ hwelc~e} lesefef ag{wrehef }we~w ~ef~efdef he{gfe hgrwe}ef

nc~gf~whef olgj kefseh `eh~o{ sefd ~eh kg{twiwn& Rgfdwhw{ef hwelc~e} ke{efd

*doon}# nere~ nclehwhef ngfdef {gle~c` awnej he{gfe he{eh~g{c}~ch `c}ch ke{efd

nere~ ncwhw{ ngfdef oksgh~c` }gnefd hwelc~e} lesefef/ie}e agfdefnwfd kefseh

he{eh~g{c}~ch r}cholodc} sefd agfsefdhw~ hgrwe}ef rglefddef& *@c~y}caaof},

;22>9535#

Agfw{w~ Re{e}w{eaef *;225950# ene ~cde jel sefd re~w~ ncrg{je~chef

nelea agfdwhw{ hwelc~e} lesefef, sec~w9

5& Hwelc~e} }we~w lesefef lgkcj }wlc~ wf~wh ncgpelwe}c olgj rglefddef ne{crene

hwelc~e} ke{efd& Olgj he{gfe c~w, rgfglc~c lesefef {gle~c` lgkcj }wlc~ nelea

agaejeac h{c~g{ce sefd ncdwfehef olgj rglefddef wf~wh agfdgpelwe}c }we~w

lesefef&

;& Rgfdgpelwe}cef hwelc~e} lesefef, rglefddef ~cneh }gae~e!ae~e aglcje~ ne{c

je}cl }we~w lesefef *ow~moag#, ~g~erc iwde agarg{~cakefdhef kedecaefe

r{o}g} rgakg{cef lesefef&

=& H{c~g{ce hwelc~e} lesefef sefd {glgpef celej h{c~g{ce sefd nc~g~erhef olgj

rglefddef& Hwelc~e} lesefef jefse nere~ ncwhw{ ne{c }wnw~ refnefd rglefddef

nef kwhef ne{c }wnw~ refnefd rg{w}ejeef&

Re{e}w{eaef *;2259;=# agfde~ehef kejte }we~w cf}~{wagf/ele~ whw{ sefd

}g{cfd ncdwfehef wf~wh agfdwhw{ }gme{e hwef~c~e~c` awl~cncagf}c ne{c hwelc~e}

lesefef celej cf}~{wagf ]G[PUWEL& Ngfdef ]G[PUWEL nere~ nclehwhef


38/89

;:

}w{pgc hwelc~e} lesefef }ghelcdw} hgrwe}ef rglefddef kg{ne}e{hef Aongl

Hg}gfiefdef Hwelc~e} lesefef& Cf}~{wagf ]G[PUWEL ~g{nc{c ne{c nwe kedcef,

ae}cfd!ae}cfd ~g{nc{c ne{c kgkg{ere rg{fse~eef *}~e~gagf~}# sefd agarwfsec

hgjefnelef *{glcekclc~s# nef hg}ejcjef *pelcnc~s# ~cfddc& Kedcef rg{~eae agfdwhw{

hgrwe}ef rglefddef e~e} }we~w lesefef, }gnefdhef kedcef hgnwe agfdwhw{

rg{}gr}c rglefddef ~g{jener }we~w lesefef sefd ~glej nckg{chef olgj }we~w

rg{w}ejeef ie}e ~g{~gf~w sefd agfienc oksgh rgfglc~cef& Kgkg{ere rgfglc~c ~glej

agfddwfehef cf}~{wagf ]G[PUWEL wf~wh agfdwhw{ hwelc~e} lesefef&

Rg{~cakefdef nelea ]G[PUWEL enelej9

5& ]G[PUWEL nckwe~ wf~wh nere~ ncrehec }gkedec ele~ whw{ hwelc~e} lesefef nc

kg{kedec rg{w}ejeef ie}e }gme{e lwe}&

;& Hg{efdhe ne}e{ ]G[PUWEL nere~ nc}g}wechef ngfdef hgkw~wjef {c}g~ sefd

}rg}c`ch kedc rg{w}ejeef ngfdef me{e agfeakej c~ga sefd }g}wec ngfdef

he{eh~g{c}~ch lesefef sefd nckg{chef rg{w}ejeef rene ae}cfd!ae}cfd aongl

hwelc~e} lesefef&

=& ]G[PUWEL nere~ ncdwfehef }gme{e rg{conch wf~wh agaofc~o{

hgmgfng{wfdef *~{gfn# hwelc~e} lesefef kg{}eae!}eae ngfdef ele~ whw{

hwelc~e} lesefef lecffse&

Re{e}w{eaef *;2259557# kg{rgfnere~ ]G[PUWEL ag{wrehef

nc}mof`c{ae~cof ke}gn age}w{gagf~ sefd agarwfsec hgwfddwlef

nckefncfdhef cf}~{wagf }gigfc} sefd nchgfel }gkedec ]G[PRG[@ sefd

ag{wrehef rg{`o{aefmg ke}gn age}w{gagf~& ]G[PUWEL agakefncfdhef

ef~e{e je{eref *gh}rgh~e}c# ngfdef hgfse~eef *rg{}gr}c# sefd agfdje}clhef lgkcj


39/89

;3

kefseh cfò{ae}c ~gf~efd je{eref rglefddef nckefncfdhef ngfdef ]G[PRG[@

sefd jefse agfdwhw{ rg{}gr}c }eie& Nc}earcfd c~w, cfò{ae}c sefd ncje}clhef

ne{c ]G[PUWEL agarwfsec fclec ncedfo}~ch nelea agfme{c }gkek!}gkek

hg}gfiefdef hwelc~e} lesefef nelea ~ejer!~ejer r{o}g} rgakg{cef lesefef&

;&> Hgrwe}ef Rglefddef]g~cer lesefef sefd nckg{chef, }gfef~ce}e kg{o{cgf~e}c rene ~wiwef

agakg{chef hgrwe}ef hgrene rglefddef& RI& Iojf}of nelea Rw{toho *;2229;2:#

agfse~ehef hgrwe}ef }go{efd rglefddef nere~ ~g{lcje~ ne{c ~cfdhe~ rgfg{caeef

rglefddef sefd ncnere~hef& êfne ne{c hgrwe}ef ~g{}gkw~ nccngf~c`che}c }gkedec

kg{chw~9 *5# }gfefd e~ew hgmgte e~e} rg{lehwef e~ew lesefef sefd nc~g{cae, *;#

agfdglwj e~ew agfdje{er e~e} rg{lehwef sefd }gag}~cfse ncrg{olgj, *=# ~cneh

agakgfe{hef e~ew agfsg~wiwc }g}we~w sefd kg{~ew~ef ngfdef hgrgf~cfdeffse, *>#

agfdjgfnehc rgagfwjef hgkw~wjef nef hgcfdcfef e~e} kg{kedec lesefef sefd

nc~g{cae& Hggare~ ~efne ~g{}gkw~ nc e~e} ehef kg{kgne!kgne }g}wec ngfdef kgf~wh

lesefef ie}e sefd nc~g{cae&

^c{~oawlso *53339;># agfse~ehef kejte wf~wh agarg{olgj hgrwe}ef,

aehe }go{efd rgfdgakefd rgae}e{ef ie}e je{w} agag{je~chef rgagfwjef

hgrwe}ef rglefddef& Rglefddef sefd rwe} ehef agfienc rcofgg{ e~ew rgfgf~w

wf~wh hof~cfwc~e} kg{lefd}wfdfse }we~w kc}fc} ie}e& ]se{e~ nelea agfgf~whef

~cfdhe~ hgrwe}ef rglefddef nchg~ejwc ne{c enefse }cher9 }gfefd, }g{cfd

kg{hwfiwfd, agakg{c~ejw ~gaeffse, nef agakg{chef }olw}c e~e} ere sefd


40/89

=2

nc{e}ehef e~e} lesefeffse& ]gme{e r{ckenc, rglefddef sefd rwe} ehef losel

~g{jener kg{kedec rgfete{ef ie}e sefd nckg{chef&

Hgedgf nelea îcr~ofo *;22>9;># agfdgawhehef kejte hgrwe}ef

rglefddef nc~gf~whef olgj nwe jel sec~w hglwjef nef je{eref rglefddef ~g{jener

ie}e sefd nc~g{cae& Erekcle agfg{cae rg{lehwef sefd kech, }g}wec nef

agawe}hef, rglefddef ehef ag{e}e ~g{rgfwjc je{ereffse, nc~efnec ngfdef

enefse rg{e}eef }gfefd& ]gnefdhef erekcle rgfg{caeef rg{lehwef hw{efd kech,

~cneh }g}wec, agakg{c hg}ef fgde~c` nef ~cneh agawe}hef, ncefdder kejte

lesefef sefd nckg{chef ~cneh }g}wec je{eref, sefd agfsgkekhef rglefddef

agfdglwj, hglwjef ~g{}gkw~ agfefnehef kejte rglefddef ag{e}e hgmgte&

Gfdgl *53329;=# hgrwe}ef enelej rg{e}eef }gfefd e~ew hgmgte }g}go{efd

sefd kg{e}el ne{c rg{kefncfdef ef~e{e hg}effse ~g{jener je}cl }we~w ie}e nef

je{eref!je{ereffse& Hgrwe}ef ag{wrehef `wfd}c ne{c hg}ef hcfg{ie nef je{eref&

Iche hcfg{ie kg{ene nc ketej je{eref, rglefddef ehef ~cneh rwe}& Iche hcfg{ie

aglgkcjc je{eref, aehe rglefddef ehef ag{e}e eae~ rwe} e~ew }gfefd& Nelea

hec~ef c~w, aehe èh~o{ hgrwe}ef rglefddef *mw}~oag{ }e~c}èm~cof# agfienc

glgagf rgf~cfd nelea agakg{chef e~ew agfeakej fclec kedc rglefddef&

Hof}gr nef ~go{c agfdgfec hgrwe}ef rglefddef ~glej kg{hgakefd rg}e~

nef ~glej aearw nchle}c`che}chef e~e} kgkg{ere rgfnghe~ef& ]elej }e~w

rgfnghe~ef sefd relcfd rorwlg{ sefd kg{jwkwfdef ngfdef hgrwe}ef rglefddef

enelej ~go{c ^jg Gzrgm~efms Nc}mof`c{ae~cof Aongl ne{c Ygc~jeal *;22;9504#&

Lgkcj igle}fse nere~ nclcje~ rene aongl nc ketej cfc9


41/89

=5

Deake{ ;&7

AonglGzrgm~efms Nc}mof`c{ae~cof

]wakg{9 Ygc~jeal, ;22;95304

^go{c cfc agfghefhef kejte hgrwe}ef e~ew hg~cnehrwe}ef nc~gf~whef olgj

}we~w r{o}g} gpelwe}c rglefddef, ncaefe rg{}gr}c ~g{}gkw~ agfdgfec je}cl }we~w

ie}e e~ew ie}e nckefncfdhef ngfdef }~efne{ sefd ncje{erhef& R{o}g} cfclej sefd

nc}gkw~ ngfdef r{o}g} nc}hof`o{aef}c&

Agfw{w~ [efdhw~c *;22=9>2#, hgrwe}ef rglefddef ~g{jener }we~w ie}e

nc~gf~whef olgj ~cfdhe~ hgrgf~cfdef rglefddef }gkglwa agfddwfehef ie}e

nckefncfdhef ngfdef je}cl rg{}gr}c rglefddef ~g{jener ie}e ~g{}gkw~ }g~glej

rglefddef ag{e}ehef hcfg{ie ie}e ~g{}gkw~& Lgkcj igle}fse nere~ nclcje~ Deake{

;&0 kg{chw~9

! Hoawfche}c ne{c Awlw~ hgAwlw~

! Hgkw~wjef R{ckenc! Rgfdeleaef Ae}e Lelw

! Hoawfche}c Gh}~g{fel

Gzrgm~gn]g{pcmg

Rg{mgcpgn]g{pcmg Uwelc~s

]e~c}`cgn

Mw}~oag{


42/89

=;

Deake{ ;&0

R{o}g} Hgrwe}ef Rglefddef

]wakg{9 [efdhw~c *;22=9>2#

]elej }e~w `eh~o{ sefd agfgf~whef hgrwe}ef rglefddef enelej hwelc~e}

lesefef sefd ~g{nc{c ne{c 7 ncagf}c lesefef& Hg}gfiefdef ag{wrehef

hg~cneh}g}wecef ef~e{e lesefef sefd ncrg{}gr}chef *rg{mgcpgn }g{pcmg# nef

lesefef sefd ncje{erhef *gzrgm~gn }g{pcmg#&

Deake{ ;&4Hg}gfiefdef sefd Nc{e}ehef olgj Rglefddef

]wakg{9 [efdhw~c *;22=9>;#

Ng}c{gn ]g{pcmg

Enguwe~g ]g{pcmg

Rg{}gr}c Rglefddef

Rglefddef }efde~ rwe}

Rglefddef }efde~ ~cneh rwe}

Je{eref

Rglefddef

Rg{mgcpgn ]g{pcmg *]g{pcmg

sefd nc~g{cae rglefddef#

Gzrgm~gn ]g{pcmg

Rg{mgcpgn ]g{pcmg

DER


43/89

==

Hg}gfiefdef ~g{ienc erekcle rglefddef agarg{}gr}chef lesefef sefd

nc~g{caefse lgkcj ~cfddc ne{crene ng}c{gn }g{pcmg e~ew lgkcj {gfnej ne{crene

enguwe~g }g{pcmg hgrgf~cfdef rglefddef ~g{}gkw~& Ngfdef ngachcef, rglefddef

nere~ ag{e}ehef }efde~ rwe} e~ew }gkelchfse }efde~ hgmgte&

Ygc~jeal *;22;9>;# aongl rg{mgr~wel agfdgfec hwelc~e} lesefef nere~

agfigle}hef r{o}g} ~g{iencfse hg}gfiefdef e~ew hg~cneh}g}wecef ef~e{e hgcfdcfef

nef ~cfdhe~ hgrgf~cfdef kg{kedec rcjeh sefd ~g{lcke~ nelea rgfsg{ejef ie}e/ie}e&

Wf~wh ng~eclfse nere~ nclcje~ Deake{ ;&: kg{chw~9

Deake{ ;&:

Aongl Der ]g{pcmg Uwelc~s

]wakg{9 Ygc~jeal *;22;9>=#

Gzrgm~gn ]g{pcmg

Rg{mgcpgn ]g{pcmg

]g{pcmg Nglcpg{s

Moaawfc~s N{cpgf ]g{pcmgNg}cdf ]~efne{n}

Cf}~c~w~cof Rg{mgr~cof o`

Moaawfc~s Gzrgm~e~cof

Gz~g{felMoaawfcme~cof

~o Moaawfc~s

Moaawfc~s

Cf}~c~w~cof

DER 5

DER ;

DER =

DER >

DER 7


44/89

=>

Kg{ne}e{hefder} aongl o` }g{pcmg uwelc~s nc e~e}, hg~cneh}g}wecef awfmwl

ne{c lcae aemea hg}gfiefdef sefd nere~ nckedc agfienc nwe hgloaroh, sec~w9

5& ]e~w hg}gfiefdef *der#, sec~w hg}gfiefdef hglcae sefd kg{}wakg{ ne{c }c}c

rgfg{cae lesefef *rglefddef#&

;& Gare~ aemea hg}gfiefdef, sec~w hg}gfiefdef rg{~eae }earec ngfdef gare~,

kg{}wakg{ ne{c rgfsgnce ie}e *aefeigagf#&

Hgrwe}ef rglefddef nere~ ncfse~ehef }gkedec }we~w {e}co e~ew

rg{kefncfdef ngfdef ag{waw}hef rg{}eaeef hgrwe}ef rglefddef }gkedec

kg{chw~9 Y 1 Z/S, ncaefe Y enelej hgrwe}ef rglefddef, Z enelej hwelc~e} sefd

nc{e}ehef olgj rglefddef nef S enelej hgkw~wjef, hgcfdcfef nef je{eref

rglefddef& Iche rglefddef ag{e}ehef kejte hwelc~e} lesefef ie}e aglgkcjc

hgkw~wjef, hgcfdcfef nef je{ereffse, aehe hgrwe}ef rglefddef ehef agfienc

~cfddc e~ew relcfd }gnchc~ kg{fclec lgkcj kg}e{ ne{c }e~w *Y 6 5#& ]gnefdhef rene

}c}c lecf, erekcle rglefddef ag{e}ehef kejte hwelc~e} ne{c ie}e lgkcj {gfnej e~ew

lgkcj hgmcl ne{c hgkw~wjef, hgcfdcfef nef je{ereffse, aehe hgrwe}ef rglefddef

agfienc }efde~ ~g{def~wfd rene rg{}gr}c nef gh}rgh~e}c rglefddef&

@eh~o{!`eh~o{ sefd agagfde{wjc hgrwe}ef nef gh}rgh~e}c rglefddef

agfw{w~ De}rg{}y *;22=9=7# ~g{nc{c ne{c9

5& Hgkw~wjef nef hgcfdcfef sefd kg{hec~ef ngfdef jel!jel sefd nc{e}ehef

rglefddef hg~che ce }gnefd agfmoke aglehwhef ~{ef}eh}c ngfdef r{onw}gf

ie}e& Iche rene }ee~ c~w hgkw~wjef nef hgcfdcfeffse kg}e{, je{eref e~ew

gh}rgh~e}c rglefddef ehef ~cfddc, ngachcef rwle }gkelchfse&

;& Rgfdeleaef ae}e lelw *~g{nejwlw# hg~che agfddwfehef ie}e lesefef ne{c

rg{w}ejeef ie}e aewrwf rg}ecfd!rg}ecfdfse&


45/89

=7

=& Rgfdeleaef ne{c ~gaef!~gaef, sefd agfmg{c~ehef agfdgfec hwelc~e} lesefef

ie}e sefd nc{e}ehef olgj rglefddef c~w& Jel cfc igle} agagfde{wjc rg{}gr}c

rglefddef ~g{w~eae rene ie}e!ie}e sefd nc{e}ehef kg{c}cho ~cfddc&

>& Hoawfche}c aglelwc chlef nef rgae}e{ef iwde agagfde{wjc rglefddef&

O{efd!o{efd nc kedcef rgfiwelef nef rg{chlefef }gsodsefse ~cneh agakwe~

hearefsg sefd kg{lgkcjef aglgte~c ~cfdhe~ gh}rgh~e}c rglefddef& Hearefsg

sefd kg{lgkcjef nef }gme{e eh~wel ~cneh aearw agagfwjc gh}rgh~e}c

rglefddef ehef agfdehcke~hef neareh fgde~c` ~g{jener rg{}gr}c rglefddef

~gf~efd lesefef ie}e sefd nckg{chef&

Rgfsglgfdde{eef }we~w lesefef, kech hgrene rglefddef cf~g{fel aewrwf

gh}~g{fel, rcjeh rgfsgnce nef rgakg{c lesefef je{w} }glelw kg{wrese wf~wh

agfdemw hgrene ~wiwef w~eae lesefef sec~w hgrwe}ef rglefddef *mof}wag{

}e~c}`em~cof# e~ew hgrwe}ef rglefddef *mw}~oag{ }e~c}`em~cof#&

Ke{e~e *;225957#, }gkedec rcjeh sefd aglesefc ~cneh ehef agfdg~ejwc

erehej rglefddef sefd nclesefc rwe} e~ew ~cneh, he{gfe sefd nere~ ag{e}ehef

hgrwe}ef ne{c }we~w lesefef jefselej rglefddef sefd kg{}efdhw~ef& ^cfdhe~

hgrwe}ef sefd ncrg{olgj re{e rglefddef kce}efse }efde~ kg{hec~ef g{e~ ngfdef

}~efne{ hwelc~e} ke{efd e~ew ie}e sefd ncfchae~c }g{~e lesefef lecf kg{wre lesefef

r{e!iwel, }ee~ ~{ef}eh}c nef rw{fe iwel&

Whw{ef }~efne{ hwelc~e} sefd nc~gf~whef olgj r{onw}gf ke{efd e~ew ie}e

kglwa ~gf~w }eae ngfdef whw{ef }~efne{ hwelc~e} sefd nc~gf~whef olgj rglefddef&

Ac}elfse, erekcle nelea agakg{chef lesefef sefd }eae hgrene rglefddef sefd

kg{kgne, aehe ~cfdhe~ hgrwe}ef sefd nc{e}ehef olgj ae}cfd!ae}cfd rglefddef

ehef kg{kgne& Nelea jel cfc, ~gf~w }eie rg{fse~eef rglefddef ehef }efde~

kg{edea, ~g{def~wfd mc~e{e}e sefd kg{}efdhw~ef&


46/89

=0

]gkedec rcjeh sefd aglesefc jefse ehef ~ejw ~cfdhe~ hgrwe}ef ae}cfd!

ae}cfd rglefddef ne{c rg{fse~eef rglefddef sefd kg{}efdhw~ef& Nelea jel cfc,

~gf~w }eie }cè~fse }wksgh~c` nef hc~e ~cneh ehef rg{fej ~ejw }gme{e re}~c erehej

rg{fse~eef ne{c rglefddef c~w kgfe{!kgfe{ ~wlw} e~ew jefse }ghgne{ ke}e!ke}c&

Ogac *53379577# }cè~ hgrwe}ef }efde~ kg{}cè~ }wksgh~c`, }gjcfdde }wlc~

}ghelc wf~wh agfdwhw{fse& Feawf, telewrwf ngachcef, ~gf~w }eie je{w} ~g~er

kg{wrese agakg{chef rg{je~cef hgrene rglefddef *mw}~oag{ me{g# ngfdef }gdele

nese, }gjcfdde relcfd ~cneh, hc~e nere~ agakg{chef lesefef ~g{kech, sefd ncawlec

ne{c wrese agf}~efne{hef hwelc~e} ke{efd e~ew ie}e }earec ngfdef rgleh}efeef

rgfsg{ejeffse rene }ee~ kg{jwkwfdef lefd}wfd ngfdef rglefddef, ngfdef

}~efne{ sefd ncrg{hc{ehef nere~ agfcakwlhef hgrwe}ef sefd or~cael kedc

rglefddef&

Rgfcfdhe~ef hgrwe}ef rglefddef nere~ ncrejeac ne{c gh}rgh~e}c

rglefddef ne{c }we~w ele~ sefd nc}gkw~ igfngle rglefddef *mw}~oag{ tcfnot# sefd

ncrg{hgfelhef olgj E[KO[ Cfm& nelea }we~w {c}g~ re}e{ nef ÛA sefd

agfng}ecf kgkg{ere cf~c }carlg d{cn sefd agtehclc cf~c ne{c Igfngle Rglefddef&

Igfngle Rglefddef agakedc he{eh~g{c}~ch lesefef ie}e hg nelea gare~ hwen{ef,

sec~w9

5& Rglefddef agfdcfdcfhef he{eh~g{c}~ch c~w, ~g~erc ce ~cneh agfnere~heffse&

;& Rglefddef agfdcfdcfhef he{eh~g{c}~ch c~w, nef ce agfnere~heffse&

=& Rglefddef ~cneh agfdcfdcfhef he{eh~g{c}~ch c~w, ~g~erc ce agfnere~heffse&

>& Rglefddef ~cneh agfdcfdcfhef he{eh~g{c}~ch c~w, nef ce ~cneh agfnere~heffse&

Lgkcj igle}fse nere~ nclcje~ Deake{ ;&3 nc ketej cfc9


47/89

=4

Deake{ ;&3

Igfngle Rglefddef

]wakg{9 Ogac *53379577#

Agfddwfehef igfngle rglefddef }gkedec ele~ efelc}c}, nere~ agfdg~ejwc

erehej ro}c}c ie}e kg{ene nc ho~eh E, K, M e~ew N& Ro}c}c ~g{kech erekcle kg{ene

nelea ho~eh K *K{epo#, jel cfc rglefddef agarg{olgj ere sefd nccfdcfheffse

ne{c agfdhof}wa}c ie}e sefd nc~ete{hef, }gjcfdde rglefddef ehef rwe}& Erekcle

ro}c}c kg{ene nelea ho~eh E *E~~gf~cof#, nelea jel cfc agakw~wjhef rg{je~cef

he{gfe rglefddef ~cneh agarg{olgj ere sefd nccfdcfheffse, }gjcfdde rglefddef

agfienc ~cneh rwe}& Iche ro}c}c kg{ene nelea ho~eh M *Mw~ o{ Moaawfcme~g#,

aehe je{w} agfdjgf~chef rgfete{ef e~ew kg{w}eje agfncnch rglefddef ~gf~efd

aef`ee~ ne{c he{eh~g{c}~ch ie}e sefd nc~ete{hef, he{gfe nelea ro}c}c cfc rglefddef

agarg{olgj ere sefd ~cneh nccfdcfheffse& ]gnefdhef erekcle ro}c}c kg{ene nc

E~~gf~cof K{epo

Nof~ To{{s KgJerrs

Mw~ o{

Moaawfcme~g

Rglefddef cneh Agfdcfdcfhef

Rglefddef^cnehAgarg{olgj

Rglefddef Agfdcfdcfhef

Rglefddefagarg

{olgj

Rglefddef ~cneh rwe},

he{eh~g{c}~ch sefd nccfdcfhef

~cneh ncrg{olgj

Kg{jgf~c agfete{hef e~ewagfncnch rglefddef ~gf~efdaef`ee~


48/89

=:

nelea ho~eh N *Nof~ To{{s Kg Jerrs#, aehe ~cneh agfienc ae}elej he{gfe

rglefddef ~cneh agarg{olgj ere sefd ~cneh nccfdcfheffse&

^go{c!~go{c nc e~e} ngfdef hec~effse ~g{jener ~cfdhe~ hgrwe}ef rglefddef,

nere~ ~g{mg{acf ne{c enefse rg{e}eef }gfefd, ~cneh agfdglwj nef agfnere~hef

lesefef sefd hof}c}~gf& Erekcle rcjeh rgfdgakefd nere~ agakg{chef hgrwe}ef

hgrene rglefddef, aehe rgfg{eref hwelc~e} lesefef nere~ nc~g{cae ngfdef kech

olgj rglefddef&

]sea}wnncf *53339;;2# agfdgawhehef kejte hgrwe}ef rglefddef

}efde~ {gle~c` ~g{def~wfd ne{c ~cfdhe~ rgfg{eref hof}gr rgae}e{ef ie}e, sefd

wawafse agfg{erhef hof}gr hwelc~e} lesefef& Rgfg{eref hof}gr hwelc~e}

lesefef ncefdder agakg{chef hgrwe}ef hgrene rglefddef erekcle rglefddef

ag{e}e }gfefd, ~cneh agfdglwj nef agfnere~hef lesefef sefd hof}c}~gf&

;&7 Hg{efdhe Rchc{

Hg{efdhe rchc{ enelej }we~w rgfclecef ~gf~efd ~go{c!~go{c nef hof}gr sefd

nchgawhehef olgj re{e ejlc sefd agakeje} agfdgfec hof}gr rgae}e{ef hwelc~e}

lesefef& @ohw} ne{c hof}gr lesefef enelej }g{pcmg aokcl ]wywhc rene R^& Agdej

Rw~{e Aehe}}e{&

Enerwf hof}gr nef ~go{c sefd rgfwlc} enor}c }gkedec d{efn ~jgo{s

hwelc~e} lesefef ne{c K{ens nef M{ofcf nelea Do{nof *;22>9 5:# agfse~ehef

kejte hwelc~e} lesefef enelej }we~w aongl lesefef sefd nc~g{cae rglefddef

kg{ne}e{hef enefse jwkwfdef cf~g{eh}c, ~g{mcr~efse lcfdhwfdef `c}ch nef


49/89

=3

kg{o{cgf~e}c ~wiwef& Ne}e{ rgachc{ef cfc kg{hgakefd agfienc }we~w aongl sefd

nc}gkw~ 9

5& Aongl Hwelc~e} Cf~g{eh}c sec~w }we~w aongl sefd ncrg{hgfelhef nelea

agakg{chef }we~w lesefef sefd kg{hwelc~e} sefd nere~ agfddwdej }cher,

rg{clehw nef hgaearwef *hgejlcef# nelea agakg{chef kgf~wh lesefef sefd

agawe}hef&

;& Aongl Hwelc~e} Lcfdhwfdef @c}ch sec~w }we~w aongl rgakg{cef lesefef }g}wec

ngfdef hofnc}c hgfse~eef `c}ch kg{ne}e{hef hofnc}c sefd }~ekcl *eakcgf~

mofnc~cof# }g}wec ng}ecf `c}ch *rjs}cmel ng}cdf# nef enefse hofnc}c lcfdhwfdef

}o}cel *gfpc{ofagf~ }omcel#&

=& Aongl Hwelc~e} Je}cl sec~w }we~w aongl rgakg{cef lesefef sefd nc~g{cae

kg{ne}e{hef je}cl sefd ~gre~ kg{ne}e{hef nw{e}c teh~w, hgfearehef `c}ch

sefd fse~e nef pelefmg *agakg{c hg}ef#&

]glecf c~w ~wiwef ne{c hwelc~e} lesefef enelej wf~wh agakg{chef hgrwe}ef

hof}wagf& Hof}gr ne{c hgrwe}ef hof}wagf agfdemw hgrene sefd nchgawhehef

olgj [efdhw~c *;22=9>2# hgrwe}ef rglefddef ~g{jener }we~w ie}e nc~gf~whef olgj

~cfdhe~ hgrgf~cfdef rglefddef }gkglwa agfddwfehef ie}e nckefncfdhef ngfdef

je}cl rg{}gr}c rglefddef ~g{jener ie}e ~g{}gkw~ }g~glej rglefddef ag{e}ehef

hcfg{ie ie}e ~g{}gkw~ aglgkcjc hgfse~eef je{eref sefd nccfdcfhef }gjcfdde

agfcakwlhef {e}e rwe}&

Agfdemw hgrene ~go{c nef hof}gr sefd nchgawhehef olgj re{e ejlc, aehe

rgfwlc} agfmoke agfwefdhef hg{efdhe rchc{ ne{c rgfglc~cef cfc sefd kg{hec~ef

ngfdef efelc}c} rgfde{wj hwelc~e} lesefef ~g{jener hgrwe}ef rglefddef rene

}g{pcmg aokcl ]wywhc R^& Agdej Rw~{e Aehe}}e{ }gkedec kg{chw~ 9


50/89

>2

Deake{ ;&52

Hg{efdhe Rchc{

;&0 Jcro~g}c}

Kg{ne}e{hef {waw}ef ae}elej nef w{ecef nc e~e}, aehe jcro~g}c} sefd

nceiwhef enelej9

5& Ene rgfde{wj hwelc~e} lesefef sefd ~g{nc{c ne{c hwelc~e} cf~g{eh}c, hwelc~e}

lcfdhwfdef `c}ch nef hwelc~e} je}cl ~g{jener hgrwe}ef rglefddef rene }g{pcmg


R^& AGDEJ RW^[E AEHE]]E[

]G[PCMG AOKCL ]WYWHC

HWELCÊ] LESEFEF

HWELCÊ]

CF^G[EH]C

HWELCÊ]

LCFDHWFDEF @C]CH

HWELCÊ]

CF^G[EH]C

HGRWE]EF RGLEFDDEF


51/89

>5

;& Nc ef~e{e hwelc~e} lesefef ~g{}gkw~, hwelc~e} je}cl enelej sefd noacfef

kg{rgfde{wj ~g{jener hgrwe}ef rglefddef rene }g{pcmg aokcl ]wywhc R^&

Agdej Rw~{e Aehe}}e{&


52/89

>;

KEK CCC

AGÔNG RGFGLC^CEF

=&5 ^gare~ nef Oksgh Rgfglc~cef^gare~ rgfglc~cef ncleh}efehef rene R^& Agdej Rw~{e Aehe}}e{ sefd

~g{lg~eh nc Il& Dwfwfd Le~caoiofd Fo& 30 nef Fo& =5= Ho~e Aehe}}e{& Lohe}c

rgfglc~cef cfc ncrclcj ngfdef rg{~cakefdef kejte rgfglc~c awnej agarg{olgj

ne~e rgfglc~cef kech sefd kg{}cè~ ne~e r{cag{ aewrwf }ghwfng{&

=&; Ag~ong Rgfdwarwlef Ne~e^ghfch rgfdwarwlef ne~e sefd ncdwfehef enelej tetefme{e, ok}g{pe}c,

hwg}cofg{ nef ~gleej nohwagf9

5& Tetefme{e *cf~g{pcgt}#, sec~w agfdwarwlhef ne~e aglelwc tetefme{e }gme{e

lefd}wfd *èmg ~o èmg# ngfdef cfò{aef rgfglc~cef rene R^& Agdej Rw~{e

Aehe}}e{&

;& Ok}g{pe}c *ok}g{pe~cof# sec~w aglehwhef rgfdwarwlef ne~e aglelwc

rgfdeae~ef lefd}wfd *èmg ~o èmg# agfdgfec rgfde{wj hwelc~e} lesefef

~g{jener hgrwe}ef rglefddef rene }g{pcmg aokcl ]wywhc R^& Agdej Rw~{e

Aehe}}e{&

=& ^gleej nohwagf sec~w rgfdwarwlef ne~e!ne~e aglelwc kwhw!kwhw, lero{ef,

iw{fel e~ew ~wlc}ef clacej sefd agarwfsec jwkwfdef ngfdef ae}elej sefd

nc~glc~c&

>;


53/89

>=

=&= Igfc} nef ]wakg{ Ne~e

Igfc} ne~e enelej hwelc~e~c` nef hwef~c~e~c` sefd kg{}wakg{ ne{c9

5& Ne~e R{cag{Ne~e r{cag{ enelej ne~e sefd ncrg{olgj }gme{e lefd}wfd nc lerefdef sefd

kg{}wakg{ ne{c je}cl hwg}cofg{ nef tetefme{e ngfdef cf`o{aef hwfmc nef

je}cl rgfdeae~ef lefd}wfd nc lohe}c rgfglc~cef&

;& Ne~e ]ghwfng{Ne~e }ghwfng{ sec~w ne~e rgfnwhwfd kedc ne~e r{cag{ sefd ncrg{olgj ne{c

kejef!kejef lc~g{e~w{, nohwagf }g{~e lero{ef!lero{ef nef hgrw}~eheef

lecffse&

=&> Rorwle}c nef ]eargl

Rorwle}c enelej hgloaroh glgagf sefd lgfdher, wawafse kg{wre o{efd,

oksgh, ~{ef}eh}c e~ew hgiencef, nc aefe rgfglc~c agargleie{c e~ew agfiencheffse

oksgh rgfglc~cef& Rorwle}c nelea rgfglc~cef cfc enelej rglefddef sefd aglehwhef

}g{pcmg hgfne{eef ag{gh ]wywhc rene R^& Agdej Rw~{e Aehe}}e{ }gleae hw{wf

teh~w ; *nwe# kwlef awlec Er{cl }earec Agc ;255 }gkefseh 522 o{efd&

]eargl enelej }we~w jcarwfef e~ew kedcef ne{c wfc~ rorwle}c& ]eargl

rgfglc~cef nceakcl }gme{e rw{ro}cpg sec~w agfdeakcl }eargl }g}wec ngfdef

hgkw~wjef rgfglc~cef& Wf~wh c~w rgfglc~c agfg~erhef iwalej }eargl }gkefseh 522

o{efd }gkedec {g}rofngf nelea rgfglc~cef cfc&


54/89

>>

=&7 Ag~ong Efelc}c}

Wf~wh agfdwic jcro~g}c} sefd ~glej nceiwhef nelea rgfglc~cef cfc, aehe

ncdwfehef ag~ong efelc}c} }gme{e ng}h{cr~c` agfdgfec rgfg{eref hwelc~e} lesefef

~g{jener hgrwe}ef rglefddef, sefd nclefiw~hef ngfdef ag~ong efelc}c} {gd{g}c

lcfcg{ kg{defne ngfdef {waw}9 *]ogae{}ofo, ;22>9>4#

S 1 k2 ( k5Z5 ( k;Z; ( k=Z= ( gc

ANALISIS PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN PELANGGAN PADA SERVICE MOBIL SUZUKI PT. MEGAH...

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Transcript of ANALISIS PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN PELANGGAN PADA SERVICE MOBIL SUZUKI PT. MEGAH...