ANALISIS PENGARUH KUALITAS PRODUK, KUALITAS LAYANAN DAN PERSEPSI HARGA TERHADAP KEPUASAN PELANGGAN...

7/31/2019 ANALISIS PENGARUH KUALITAS PRODUK, KUALITAS LAYANAN DAN PERSEPSI HARGA TERHADAP KEPUASAN PELANGG

1/141

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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>


2/141

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3/141

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4/141

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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


5/141

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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)


6/141

sk

GLQX\GE

^b`bikxkg` k`k hkigxg|lbigeg`dk mibj ~b|qgk`dg` hk lkhg`d ~b`{bhkg ig{g`gògqg Gk| Fk`rf Hgigf Ebfgqg` *GFHE+ {g`d qbfgek` fg|ge hb`dg`

lg`{ge`{g GFHE igk` {g`d lb|fràrig`. 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` xkògrg` ~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)


7/141

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.


8/141

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`gegèr {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 fbògig`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> ? HÎ) 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)


9/141

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~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.


10/141

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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 .................................................................. :


11/141

zk


12/141

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.


13/141

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@


14/141

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


17/141

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

fbòghk 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` fbòghk

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`dkèg` 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` fbòghk 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 fbòghk 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?


18/141

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


19/141

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


20/141

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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26/141

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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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`ròre 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|gàg`d xgxg ag|g ~b`dgflkig`

qgf~bi gdg| fbòghk qgf~bi {g`d |b~|bqb`xgxkc *Lr`dk`) >2 ? 7>2+.

\gàg`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` ~bòbigqg` *Bz~ig`gxm|{ \bqbg|aj+ {g`d

lb|rqgjg r`xre fbòbigqeg` qb|xg fb`{m|mxk jrlr`dg` g`xg|g sg|kglbisg|kglbi {g`d

hkgoreg` hgigf ~b`bikxkg` qb|xg fbòbigqeg` ~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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83

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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84

^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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8:

{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|gàb hg` igtg``{g) Sg|kg` K`cigxkm` Cgaxm|

*SKC+. Okeg `kigk xmib|gàb 9 >)7> gxgr 6 `kigk SKC 0 7> lb|g|xk fb`ròreeg`

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|kgàb hg|k |bqkhrgi qgxr ~b`dgfgxg` eb

~b`dgfgxg` {g`d igk`. Okeg sg|kgàb 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 îmx 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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8;

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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2>

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`ròreeg`

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`ròreeg` ~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` ~bòbigq

{g`d qkd`kckeg` xb|jghg~ sg|kglbi hb~b`hb`.

. G|xk`{g) sg|kglbi k`hb~b`hb` fb|r~geg` ~bòbigq {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`.


53/141

21

a+ Fbflrgx Ebqkf~rig`

7. Lkig Cjkxr`d 0 Cxglbi fgeg Jm hkxmige hg` Jg hkxb|kfg.


54/141

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 fbòrgi gk| lb|qkj hb`dg` jg|dg \~ qbxkg~ ob|kdb`. Qbxbigj xkdg

lrig` fbògigèg` rqgjg) hk|gqg xkhge fb`hg~gxeg` r`xr`d {g`d lb|g|xk) fgeg

fràri 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 fbòghk qgigj qgxr eblrxrjg`.

^bqgx`{g ~b|ebflg`dg` em`qrfqk *GFHE+ qrhgj lg|g`d xb`xr

fbàk~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 hkogigèg` 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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22

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`

~bòrgig`. 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 lgè 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 fbàg~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

Fbòghk ~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 ?


57/141

24

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.


61/141

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.


62/141

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.


66/141

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.


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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+.


71/141

47

Xglbi 8.74

Jgqki Rok Sgikhkxgq

Sg|kglbi EmhbKxbf |jkxr`d |xglbi Qkd. E|kxb|kg

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`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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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|

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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 ?

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g 6 em`qxg`xg

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xb|jghg~ Eb~rgqg` ^big`ddg` *[+ hb`dg` `kigk >))734.

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@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+

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`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.

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hkxmige.

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@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`

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eb~rgqg` ~big`ddg`.

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Ebqkf~rig` ?Ergikxgq ig{g`g` lb|~b`dg|rj ~mqkxkc xb|jghg~ eb~rgqg`


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`


~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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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

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Hb~b`hb`x Sg|kglib? EB^RGQG@ ^BIG@DDG@l.


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hbxb|fk`gqk ghgigj g`xg|g `mi hg` qgxr *Djmgik) >3 ? :1+. @kigk embckqkb`

hbxb|fk`gqk hg~gx hkikjgx ~ghg Xglbi 8.


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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

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sg|kglbi lblgq hgigf fmhbi |bd|bqk.

8.8.3.< Rok Jbxb|mqebhgqxkqkxgq

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Jbxb|mqebhgqxkqkxgq hkxr`oreeg` ~ghg Dgflg| 8.< hk lgtgj k`k ?


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Dgflg| 8.+

Lb|hgqg|eg` Dgflg| 8.< hk gxgq fgeg hg~gx hkikjgx lgjtg xkhge ghg ~mig

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[) fgeg xkhge xb|oghk Jbxb|mqebhgqxkqkxgq.

Qagxxb|~imx

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\bd|bqqkm` Qxg`hg|hkbh |bhkaxbh Sgirb

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@m|fgi ^&^ îmx mc \bd|bqqkm` Qxg`hg|hkbh \bqkhrgi

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@m|fgikxgq hkxròreeg` ~ghg Dgflg| 8.1 hk lgtgj k`k ?

Dgflg| 8.1

D|gcke Rok @m|fgikxgq

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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`ròreeg` 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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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` *[+

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hb`dg` emhb W1 qblbqg| >)41>.

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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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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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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 lregìgj ~|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 hkxròreeg` 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 hkxròreeg` ~ghg jgqki ~b`dmigjg` hgxg hb`dg` Q^QQ cm| tk`hmtq) jgqki

g`gikqkq \bd|bqk Ik`bg| Lb|dg`hg fb`ròreeg` 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 hkxròreeg` ~ghg jgqki ~b`dmigjg` hgxg hb`dg` Q^QQ cm|

tk`hmtq) jgqki g`gikqkq \bd|bqk Ik`bg| Lb|dg`hg fb`ròreeg` lbqg|`{g ~b`dg|rj ^b|qb~qk


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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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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.

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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


101/141

7>7

H. ^B\QB^QK JG\DG


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&&&&


102/141

7>


103/141

7>1


104/141

7>8


105/141

7>2


106/141

7>3


107/141

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. *


108/141

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. *


109/141

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. *


110/141

77>


111/141

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


112/141

77>> :.11:7


113/141

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.>>


115/141

772


116/141

773

HGXG HBQE\K^QK SG\KGLBI

7. Sg|kglbi Ergikxgq |mhre

C|bwrbàkbq

C|bwrbà{ 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|bwrbà{ ^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


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|bwrbà{ ^b|ab`x Sgikh b|ab`x

Arfrigxksb

^b|ab`x


117/141

774

z78

3 4.7 4.7 4.7

7; .>

Xkhge Qbxror

@bx|gi

Qbxror

Qg`dgx Qbxror

Xmxgi


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


118/141

77:

.>

;.>>

7>.>>

71.>>

78.>>

72.>>

73.>>

74.>>

7:.>>

7;.>>

.>>

>

>

>

>

Xmxgi


Arfrigxksb

^b|ab`x

Qxgxkqxkaq

ANALISIS PENGARUH KUALITAS PRODUK, KUALITAS LAYANAN DAN PERSEPSI HARGA TERHADAP KEPUASAN PELANGGAN...

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Transcript of ANALISIS PENGARUH KUALITAS PRODUK, KUALITAS LAYANAN DAN PERSEPSI HARGA TERHADAP KEPUASAN PELANGGAN...