pengaruh kualitas jasa layanan simpanan terhadap kepuasan nasabah bri kantor cabang pattimura...
TRANSCRIPT
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ZAELBXQF DN@AE_N CQBKNTB_ GB_B KB^BEBE _N@ZBEBETAXFBDBZ CAZQB_BE EB_BHBF HXN CBETMX OBHBEL
ZBTTN@QXB _A@BXBEL
_CXNZ_N
Qetqc @a`zaxmkaf Lakbx _bxgbeb Acmem`nzbdb Qenyaxsntbs Ealaxn _a`bxbel
Mkaf
@BXNB B^QC OFXN_TNEB
??184:2:>1
IBCQKTB_ NK@Q _M_NBK
QENYAX_NTB_ EALAXN _A@BXBEL
8::9
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ZAX_ATQGQBE ZA@HN@HNEL
_cxnzsn nen takbf dnsatqgqn mkaf za`hn`hnel qetqc dnbgqcbe ca sndbel
zbentnb qgnbe scxnzsn zbdb 7
Fbxn 7 %%
Tbellbk 7 %%
Dmsae Za`hn`hnel N Dmsae Za`hn`hnel NN
Dxb% @qx|btnenelsnf+ @%@% Dxs% _~b`sq Fbdn+ @%_n%
ENZ% % 2?:628>2> ENZ%2?:969
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ZAELA_BFBE CAKQKQ_BE
_cxnzsn nen takbf dnzaxtbfbecbe dn dazbe _ndbel Zbentnb Qgnbe _cxnzsn
Ibcqktbs Nk`q _msnbk+ Qenyaxsntbs Ealaxn _a`bxbel zbdb 7
Fbxn 7
Tbellbk 7
Zaelqgn _cxnzsn
Dxs% Catqt _qdbx`b+ @%@
ENZ%2?969
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ZAXE^BTBBE
_b~b `ae~btbcbe hbf|b ~bel taxtqkns dn dbkb` scxnzsn nen haebx-haebx
fbsnk cbx~b sb~b saednxn+ hqcbe gnzkbcbe dbxn cbx~b tqkns mxbel kbne+ hbnc sahblnbe
btbq sakqxqfe~b% Zaedbzbt btbq ta`qbe mxbel kbne ~bel taxdbzbt dbkb` scxnzsn nen
dncqtnz btbq dnxqgqc haxdbsbxcbe cmda atnc nk`nbf%
_a`bxbel+ Iaxhqbxn 8::9
@bxnb B~qc Ofxnstneb
EN@% ??184:2:>1
ny
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@MTTM DBE ZAX_A@HBFBE
@MTTM 7
Mgm Xq`melsm Hnsm+Hnsm-m Xq`melsm &Zasbe A~bel Cbcqel.
_axbfcbekbf zaxhqbtbe`q cazbdb Tqfbe+@bcb taxkbcsbebkbf salbkb xaeobeb`q &B`sbk 29 7 ?.
Haxsqcbontbkbf dbkb` zaelfbxbzbe+sbhbxkbf dbkb` casasbcbe+ dbe haxtacqekbf dbkb` dmb"
&Xm`b 28 7 28.
Cqzaxsa`hbfcbe cbx~b sadaxfbeb nen qetqc 7
2% B~bf dbe Nhq taxonetb ~bel sakbkq`a`haxncbe zaxfbtnbe+ cbsnf sb~bel+ dmb
dbe cazaxob~bbe da`n cahaxfbsnkbecq%
8% Bdnccq taxsb~bel Enbx ~bel takbf`a`haxncq sa`belbt%
?% Bhxbfb` Zbetm| taxsb~bel qetqc cbsnfsb~bel dbe casatnbbee~b sakb`b nen%
4% Ntb+ Da|n+ Ofa`mt dbe sbfbhbt-sbfbhbtcqdn Zbegn _qc`b 2 tfbecs imx bkk
1% Ta`be-ta`be @bebga`ae Za`bsbxbebelcbtbe 8::2
y
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ZXBCBTB
Zqgn s~qcqx zaeqkns zbegbtcbe cazbdb Tqfbe ^bel @bfb Asb ~bel takbf
`a`haxncbe salbkb cbsnf cbxqenb-E~b+ safnellb zaeqkns `a`nkncn ca`b`zqbe
qetqc `ae~akasbncbe zaeqknsbe scxnzsn daelbe gqdqk Zaelbxqf Cqbkntbs Gbsb
Kb~bebe _n`zbebe Taxfbdbz Cazqbsbe Ebsbhbf HXN Cbetmx Obhbel Zbttn`qxb
_a`bxbel+ dbkb` xbelcb `ae~akasbncbe stqdn stxbtb 2 qetqc `aeobzbn lakbx
_bxgbeb Acmem`n zbdb Ibcqktbs Nk`q _msnbk Qenyaxsntbs Ealaxn _a`bxbel%
Dbkb` zae~qsqebe scxnzsn nen zaeqkns takbf `aeaxn`b hbe~bc hn`hnelbe+
dmxmelbe dbe hbetqbe dbxn haxhblbn znfbc ~bel tbc taxenkbn fbxlbe~b% Gbsb hbnc
`axacb taetq tndbc dbzbt sb~b kqzbcbe halntq sbgb% Dbe zbdb casa`zbtbe nen sb~b
`aelqobzcbe taxn`b cbsnf cazbdb 7
2% Hbzbc Dxs% _qebxdn+ @%@+ Dacbe Ibcqktbs Nk`q _msnbk Qenyaxsntbs Ealaxn_a`bxbel%
8% Hbzbc Dxs% Cqs`qxn~betm+ @%sn+ Catqb Gqxqsbe acmem`n Qenyaxsntbs Ealaxn_a`bxbel%
?% Nhq Dxb% @qx|btnenelsnf+ @%@+ Dmsae Za`hn`hnel N ~bel takbf akqbelcbe|bctq dbe `a`hn`hnel zae~qsqebe scxnzsn nen daelbe sbhbx dbe zaeqf
zaxfbtnbe%
4% Hbzbc Dxs% _~b`sq Fbdn+ @%_n+ Dmsae Za`hn`hnel NN ~bel takbf`akqbelcbe |bctq dbe `a`hn`hnel zae~qsqebe scxnzsn nen daelbe sbhbx dbe
zaeqf zaxfbtnbe%
1% Hbzbc Dxs% Catqt _qdbx`b+ @%@+ Dmsae Zaelqgn ~bel takbf `a`haxncbesbxbe saxtb `bsqcbe dbkb` zae~qsqebe scxnzsn nen%
yn
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9% Hbzbc dbe Nhq taxonetb+ ~bel takbf `a`haxncbe dqcqelbe `mxnk dbe `btaxnnkdbkb` zaeqknsbe scxnzsn nen%
% _a`qb znfbc ~bel `a`hbetq dbkb` zaeqknsbe scxnzsn nen ~bel tndbc dbzbtzaeqkns sahqtcbe sbtq zaxsbtq%
_a`mlb salbkb hbetqbe dbe cahbncbe taxsahqt `aedbzbt kn`zbfbe hbkbsbe
dbxn Tqfbe ^bel @bfb Asb% Zaeqkns `ae~bdbxn hbf|b scxnzsn nen gbqf dbxn
sa`zqxeb dbe `bsnf hbe~bc cacqxbelbe+ cbxaeb nen sa`qb dnsahbhcbe
cataxhbtbsbe |bctq+ taeblb+ hnb~b dbe ca`b`zqbe zaeqkns% Mkaf cbxaeb ntq salbkb
cxntnc dbe sbxbe ~bel haxsnibt `a`hbelqe saebetnbsb zaeqkns fbxbzcbe da`n
casa`zqxebbe scxnzsn nen%
Zaeqkns haxfbxbz sa`mlb scxnzsn nen dbzbt haxlqeb dbe hax`beibbt hbln
za`hbob% B`nae%
_a`bxbel+ Iahxqbxn 8::9
Zaeqkns
ynn
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_BXN
@bxnb B~qc Ofxnstneb% 8::9% Zaelbxqf Cqbkntbs Gbsb Kb~bebe _n`zbebe
Taxfbdbz Cazqbsbe Ebsbhbf HXN Cbetmx Obhbel Zbttn`qxb _a`bxbel% _cxnzsn%
Gqxqsbe Acmem`n% Ibcqktbs Nk`q _msnbk% Qenyaxsntbs Ealaxn _a`bxbel%
Cbtb Cqeon 7 Cqbkntbs Gbsb Kb~bebe+ Cazqbsbe Ebsbhbf
_bkbf sbtq tnedbcbe qetqc `a`qbscbe cmesq`ae bdbkbf daelbe obxb
`a`haxncbe zakb~bebe cazbdb cmesq`ae daelbe sahbnc-hbnce~b% Za`bsbxbe gbsb
cfqsqse~b gbsb zaxhbecbe ~bel haxlaxbc dn hndbelinebeoa sbelbt haxtq`zq zbdb
gbsb zakb~bebe taxqtb`b zaxbe dbxn zbxb stbi dbe cbx~b|be% Zakb~bebe hqxqc stbi
dbe cbx~b|be bcbe kbelsqel `axqsbc hnsens gbsb nen+ cmednsn sazaxtn nen bcbe
dbzbt `ae~ahbhcbe ebsbhbf aellbe haxfqhqelbe kahnf kbegqt daelbe hbec+
hbfcbe tndbc `aeqtqz ca`qelcnebe ebsbhbf hbec bcbe znedbf ca hbec kbne ~bel
`a`haxncbe zakb~bebe ~bel kahnf hbnc% @aknfbt cae~btbbe taxsahqt zaeakntn
taxtbxnc `akbcqcbe zaeakntnbe taetbel Zaelbxqf Cqbkntbs Gbsb Kb~bebe _n`zbebe
Taxfbdbz Cazqbsbe Ebsbhbf HXN Cbetmx Obhbel Zbttn`qxb _a`bxbel% Tqgqbe
dbxn zaeakntnbe nen bdbkbf qetqc `aelatbfqn sahaxbzb hasbx zaelbxqf cqbkntbs gbsb
kb~bebe sn`zbebe ~bel `aknzqtn hqctn insnc+ cabedbkbe+ db~b tbellbz+ gb`nebe+
dbe a`zbtn saobxb sn`qktbe taxfbdbz cazqbsbe ebsbhbf HXN Cbetmx Obhbel
Zbttn`qxb _a`bxbel%
Zmzqkbsn dbkb` zaeakntnbe nen bdbkbf zakbellbe hbec HXN ~bel`a`beibbtcbe zxmdqc gbsb sn`zbebe dbkb` haetqc tbhqelbe daelbe `btb qbel
xqznbf sahbe~bc 2>%812 ebsbhbf dn HXN Cbetmx Obhbel Zbttn`qxb _a`bxbel%
Zaeaetqbe gq`kbf sb`zak `aellqebcbe xq`qs _kmyne dbkb` Q`bx Fqsane dbe
dnzaxmkaf gq`kbf sb`zak sahbe~bc 2:: ebsbhbf% Ybxnbhak dbkb` zaeakntnbe nen
taxdnxn dbxn cqbkntbs gbsb kb~bebe sahblbn ybxnbhak hahbs dbe cazqbsbe zakbellbe
sahblbn ybxnbhak taxncbt% @atmda zaelq`zqkbe dbtb `aellqebcbe belcat dbe
dmcq`aetbsn% Bebknsns dbtb `aellqebcbe bebknsns dascxnztni zaxsaetbsa dbe
bebknsns xalxasn haxlbedb%
Fbsnk zaeakntnbe `aeqegqccbe hbf|b cqbkntbs gbsb kb~bebe sn`zbebe dn
HXN Cbetmx Obhbel Zbttn`qxb _a`bxbel tax`bsqc cbtalmxn hbnc+ fbk nen
dntqegqccbe dbxn hqctn kbelsqel ~bel takbf hbnc &
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bdbkbf gb`nebe &2+1!.+ a`zbtn &
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DBITBX N_N
Fbkb`be
FBKB@BE GQDQK%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%% n
FBKB@BE ZAX_ATQGQBE ZA@HN@HNEL %%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%% nn
FBKB@BE ZAELA_BFBE CAKQKQ_BE%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%% nnn
ZAXE^BTBBE%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%% ny
@MTTM DBE ZAX_A@HBFBE%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%% y
ZXBCBTB%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%% yn
_BXN%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%% ynnn
DBITBX N_N%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%% v
DBITBX TBHAK%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%% vnnn
DBITBX LB@HBX %%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%% vny
DBITBX KB@ZNXBE%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%% vy
HBH N ZAEDBFQKQBE%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%% 2
2%2Kbtbx Hakbcbel @bsbkbf%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%% 22%8Zaxq`qsbe @bsbkbf %%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%% 12%?Tqgqbe Zaeakntnbe %%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%% 12%4Calqebbe Zaeakntnbe %%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%% 92%1_nsta`btncb Zaeakntnbe %%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%% 9
HBH NN KBEDB_BE TAMXN %%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%% 6
8%2Zaelaxtnbe Hbec %%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%% 68%8Za`bsbxbe %%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%% >8%?Cqbkntbs %%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%% 2:8%4Gbsb 22
8%4%2 Zaelaxtnbe Gbsb%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%% 228%4%8 Cbxbctaxnstnc Gbsb%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%% 28
8%1Kb~bebe btbq saxynoa %%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%% 2?8%9Cqbkntbs Gbsb Kb~bebe 24
8%9%2 Zaelaxtnbe Cqbkntbs Gbsb Kb~bebe %%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%% 248%9%8 Dn`aesn Cqbkntbs Gbsb% %%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%% 21
v
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8%
8%6%2 Zaelaxtnbe Cazqbsbe Zakbellbe %%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%% 2>8%6%8 Btxnhqt-btxnhqt Za`haetqc Cazqbsbe%%%%%%%%%%%%%%%%%%%%%%%%%%%%%% 8:8%6%? Tacenc @aelqcqx Cazqbsbe Zakbellbe %%%%%%%%%%%%%%%%%%%%%%%%% 888%6%4 Gaens-gaens cbtalmxn Tbellbzbe btbq
cakqfbe Catndbczqbsbe %%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%% 8?
8%6%1 _txbtaln zaebelbe cakqfbe %%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%% 848%>Caxbelcb Za`ncnxbe%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%% 848%2: Fnzmtasns%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%% 8
?%8Ybxnbhak Zaeakntnbe%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%% ?:?%8%2 Ybxnbhak hahbs%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%% ?:?%8%8 Ybxnbhak taxncbt%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%% ?8
?%?@atmda Zaelq`zqkbe Dbtb%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%% ?8?%?%2 @atmda Belcat%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%% ?8?%?%8 @atmdaDmcq`aetbsn %%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%% ??
?%4Ybkndntbs dbe Xaknbhakntbs%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%% ???%4%2Ybkndntbs %%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%% ???%4%8Xaknbhakntbs%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%% ?4
?%1Bebknsns Dascxnztni Zmxsaetbsa %%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%% ?9?%9Bebknsns Dbtb Cqbetntbtni%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%% ?9?%
HBH NY FB_NK ZAEAKNTNBE DBE ZA@HBFB_BE%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%% 48
4%2%Fbsnk Zaeakntnbe %%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%% 48vn
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4%2%2Lb`hbxbe Q`q` Zaxqsbfbe%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%% 484%2%2%2 _agbxbf haxdnxne~b ZT% HXN &Zaxsaxm. Thc%
Cbetmx Obhbel Zbttn`qxb _a`bxbel%%%%%%%%%%%%%%%%%%% 48
4%2%2%8 Hndbel Qsbfb HXN Cbetmx Obhbel Zbttn`qxb%%%%% 4?4%2%2%4\nkb~bf Caxgb HXN Cbetmx Obhbel Zbttn`qxb%%%%%%% 4?4%2%2%4_txqctqx Mxlbensbsn %%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%% 44
4%2%8Cbxactaxnstnc xaszmedae Zaeakntnbe %%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%% 414%2%?Dascxnzsn Ybxnbhak Cqbkntbs %%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%% 442?%Bebknsns Xalxasn Haxlbedb%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%% >924%Tbhak Fbxlb Cxntnc dbxn x Zxmdqot @m`aet%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%% >>21%Dbitbx Cxntnc Qgn I%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%% 2::29%Tbhak Cxntnc Qgn T %%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%% 2:22
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2
HBH N
ZAEDBFQKQBE
2%2% Kbtbx Hakbcbel
Dqenb zaxhbecbe dn Nedmeasnb da|bsb nen `aelbkb`n zaxsbnelbe betbx
hbec ~bel sbelbt tbgb` ~bel dntbedbn daelbe `qeoqke~b hbec-hbec hbxq
safnellb zaxsbnelbe taxsahqt bcbe haxtb`hbf catbt% Cabdbbe nen `ae~ahbhcbe
znfbc zaxhbecbe dntqetqt qetqc salaxb `akbcqcbe kbelcbf-kbelcbf zae~asqbnbe
cahngbcbe dbe stxbtaln daelbe qzb~b taxmhmsbe dbe betnsnzbsn qetqc `aelqbsbn
zaxqhbfbe sakbegqte~b% Zaxsbnelbe dbkb` dqenb zaxhbecbe hqcbe fbe~b haxbsbk
dbxn zasbnel dbkb` ealaxn tatbzn gqlb zasbnel dbxn kqbx ealaxn safnellb gbgbxbe
zaxhbecbe cntb zaxkq kahnf tbelcbs dbe tbellbz dbkb` `aelfbdbzne~b%Dntb`hbf
daelbe cxnsns acmem`n ~bel haxcazbegbelbe dn Nedmeasnb ~bel takbf
`akq`zqfcbe sahblnbe hasbx dqenb qsbfb% Dbe sbkbf sbtq sactmx ~bel `aeaxn`b
db`zbc haxbt `aelfbdbzn cmednsn sbbt nen bdbkbf sactmx zaxhbecbe+ hbe~bc hbec-
hbec dn Nedmeasnb cfqsqse~b hbec-hbec s|bstb taxcaeb kncqndbsn%
Dbkb` nedqstxn zaxhbecbe satnbz ebsbhbf `a`nkncn cxntaxnb saednxn-saednxn
dbkb` `a`nknf hbec ~bel dnnelnecbee~b% Bdb ebsbhbf ~bel `aelnelnecbe sqbtq
hbec hnsb `a`haxn hqelb ~bel tnelln gqlb taxgb`ne cab`bebee~b+ bdb zqkb
ebsbhbf ~bel `aelnelnecbe kb~bebe ~bel kahnf oazbt+ ainsnae+ e~b`be dbe
ca`qdbfbe dbkb` `aelbcsas+ cbzbe dbe dn`bebzqe `axacb haxbdb% Daelbe
bdbe~b zaxhadbbe cxntaxnb za`nknfbe hbec mkaf ebsbhbf nen+ `bcb zaxhbecbe
dntqetqt qetqc sakbkq haxqsbfb `aenelcbtcbe kb~bebe dbe `akbcqcbe nemybsn
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8
saobxb taxqs `aeaxqs% Hbec `nknc za`axnetbf sazaxtn HEN 49+ HXN+ HTE
dbe @bednxn kahnf dnznknf mkaf ebsbhbf cbxaeb za`axnetbf tndbc bcbe `akncqndbsn
Hbec Q`q` @nknc Ealbxb% Hbec HXN `axqzbcbe sbkbf sbtq znknfbe hbln zbxb
ebsbhbf-ebsbhbf hbec ~bel dnkncqndbsn `bqzqe ebsbhbf-ebsbhbf kbne+ fbk nen
`aelbcnhbtcbe haxtb`hbfe~b gq`kbf ebsbhbf safnellb hnsb `aelbcnhbtcbe hbec
ca|bkbfbe `akb~ben ebsbhbf% _a`bcne hbe~bce~b gq`kbf ebsbhbf hnkb tndbc
dnn`hbeln daelbe taxqs aenelcbte~b sq`hax db~b beqsnb &_D@. dbe catazbtbe
zaellqebbe tacemkmln `a`hqbt caoa|b btbs zakb~bebe ~bel dnhaxncbe% Daelbe
bdbe~b cmednsn taxsahqt+ `bcb hbec HXN dntqetqt qetqc sa`bcne `aelmztn`bkcbe
zakb~bebe cazbdb ebsbhbf blbx cazqbsbe ebsbhbfe~b tatbz taxgblb%
_bkbf sbtq tnedbcbe qetqc `a`qbscbe cmesq`ae bdbkbf daelbe obxb
`a`haxncbe zakb~bebe cazbdb cmesq`ae daelbe sahbnc-hbnce~b% Cae~btbbe nen
hnsb dnknfbt+ hbf|b bdb hahaxbzb fbk ~bel dbzbt `a`haxncbe cazqbsbe zakbellbe
~bntq enkbn tmtbk zakbellbe ~bel taxdnxn dbxn enkbn zxmdqc+ enkbn zakb~bebe+ enkbn
zaxsmebk+ enkbn n`bla &ontxb.+ dbe hnb~b tmtbk zakbellbe ~bel taxdnxn dbxn hnb~b
`meatax+ hnb~b |bctq+ hnb~b taeblb dbe hnb~b zncnxbe &Cmtkax dcc+ 8:::7 1:.%
Za`bsbxbe gbsb cfqsqse~b gbsb zaxhbecbe ~bel haxlaxbc dn hndbelinebeoa
`a`bel sbelbt haxtq`zq zbdb gbsb zakb~bebe taxqtb`b zaxbe dbxn zbxb stbi dbe
cbx~b|be% Zakb~bebe hqxqc stbi dbe cbx~b|be bcbe kbelsqel `axqsbc hnsens gbsb
nen+ cmednsn sazaxtn nen bcbe dbzbt `ae~ahbhcbe ebsbhbf aellbe haxfqhqelbe
kahnf kbegqt daelbe hbec+ hbfcbe tndbc `aeqtqz ca`qelcnebe ebsbhbf hbec bcbe
znedbf ca hbec kbne ~bel `a`haxncbe zakb~bebe ~bel kahnf hbnc% Mkaf sahbh ntq+
qsbfb qetqc `aegblb cazqbsbe ebsbhbf sbelbt zaxkq dnkbcqcbe% Mxnaetbsn zbdb
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?
cazqbsbe ebsbhbf dnzaxkqcbe cbxaeb 7 &2. ebsbhbf bcbe `axbsb km~bk cazbdb hbec
safnellb hbec dbzbt `a`zaxtbfbecbe ebsbhbfe~b tndbc haxbknf ca hbec kbnee~b+
&8. ebsbhbf bcbe `aeoaxntbcbe `aelaebn zakb~bebe hbec ~bel `a`qbscbe
cazbdb mxbel kbne ~bel zbdb bcfnxe~b `axqzbcbe sbxbeb zxm`msn ~bel aiactni
&_qebxdn+ 8::? 7 9>.% Mxnaetbsn zbdb cazqbsbe ebsbhbf fbxqs dnn`hbeln daelbe
zaxhbncbe `qtq zakb~bebe cbx~b|bee~b dbe `aenelcbtcbe cqbkntbs _D@ ~bel
dn`nkncn%
@aeqxqt Kmyakmoc &2>>2. dn dbkb` za`bsbxbe hbec cqbkntbs zakb~bebe
hbec ~bel sbelbt hbnc dbe aiactni bcbe `aenelcbtcbe cazqbsbe zbdb ebsbhbf dbe
km~bkntbs cmesq`ae% Daelbe da`ncnbe cqbkntbs zakb~bebe fbxqs haebx-haebx
dncakmkb saobxb zxmiasnmebk+ cbxaeb hbec bdbkbf zaxqsbfbbe ~bel haxlaxbc
dnhndbel gbsb ~bntq `a`haxncbe zakb~bebe zbdb ebsbhbfe~b% Bdbzqe tqgqbe dbxn
`bebga`ae gbsb zakb~bebe bdbkbf qetqc `aeobzbn cqbkntbs zakb~bebe taxtaetq
dn`beb axbt cbntbee~b hnkb dnfqhqelcbe daelbe cazqbsbe cmesq`ae% Zaxqsbfbbe
fbxqs `a`qkbn `a`ncnxcbe zaetnele~b zakb~bebe zakbellbe saobxb kahnf `btbel
`akbkqn cqbkntbs zakb~bebe+ cbxaeb cnen sa`bcne dnsbdbxn hbf|b zakb~bebe dbe
cazqbsbe zakbellbe `axqzbcbe bszac yntbk dbkb` xbelcb haxtbfbe dbkb` hnsens
dbe `a`aebelcbe zaxsbnelbe &Tgnztmem+ 8::4 7 241.%
Cqbkntbs gbsb kb~bebe zaxhbecbe zaxkq dndqcqel mkaf snsta`
cm`zqtaxnsbsn+ cbxaeb ebsbhbf sbbt nen kahnf `aeqetqt zbdb ca`b`zqbe hbec
~bel `a`haxn zakb~bebe saobxb oazbt dbe zxbctns+ ca`qdbfbe+ saxtb cabcqxbtbe
sbbt haxtxbesbcsn% Mkaf cbxaeb zax`netbbe kb~bebe ebsbhbf zbdb hbec tnelln+
znfbc zaxhbecbe fbxqs salaxb `aela`hbelcbe gbsb btbq zakb~bebe cm`zka`aetax
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4
sakb`b |bctq snhqc% Gbsb cm`zka`aetax dnsadnbcbe qetqc `a`haxncbe bktaxebtni
cazbdb zbxb zakbellbe ~bel sadbel `aeqellq+ ~bntq daelbe `aelmzaxbsncbe
`asne cbs mtm`btns &Bqtfm`btno Takkaxs @bofnea 0 BT@. dnsatnbz cbetmx obhbel
&Tgnztmem+ 8::4 7 24:-224.%
Daelbe aknfbt cae~btbbe hbe~bce~b gq`kbf ebsbhbf ~bel a`beibbtcbe
kb~bebe sn`zbebe tbhqelbe dn HXN Cbetmx Obhbel Zbttn`qxb _a`bxbel
`aelbcnhbtcbe betxnbe dn kmcat ~bel kahnf zbegbel+ dn`beb satnbz fbxne~b taxgbdn
cqxbel kahnf 1:: betxnbe &sq`hax 7 Dbtb HXN Cbetmx Obhbel Zbttn`qxb _a`bxbel+
8::1.% _afnellb zakb~bebe ~bel kahnf zaxsmebk cazbdb ebsbhbf tndbc hnsb
dnkbcqcbe saobxb `bcsn`bk% Dbxn fbk taxsahqt dn btbs dbzbt dncatbfqn hbf|b
cahaxbdbbe BT@ dnhb|bf zaelakmkbbe HXN Cbetmx Obhbel Zbttn`qxb sahbe~bc 6
qent ~bel haxbdb dn hahaxbzb kmcbsn hakq` dn`beibbtcbe saobxb mztn`bk mkaf
ebsbhbf% Daelbe da`ncnbe bzb ~bel `aegbdn fbxbzbe ebsbhbf qetqc `axbsbcbe
cqbkntbs gbsb zakb~bebe ~bel hbnc hakq` dbzbt taxzaeqfn cbxaeb tnelcbt
cafbedbkbe dbe catbellbzbe cbx~b|be hbec cfqsqse~b takkax dbkb` `akb~ben
cahqtqfbe ebsbhbf `bsnf `aelbcnhbtcbe `bsbkbf betxnbe+ dnsb`znel ntq dbxn saln
insnc cahaxbdbbe BT@ ~bel dncakmkb hbec hakq` dbzbt `a`haxncbe bktaxebtni
gbkbe cakqbx hbln ebsbhbf ~bel sadbel `aeqellq betxnbe% Ebsbhbf cqxbel halntq
`a`beibbtcbe gbsb BT@ cbxaeb tndbc sa`qb txbesbcsn hnsb dnkbcqcbe ka|bt BT@
sazaxtn `nsbke~b txbesbcsn zae~atmxbe sn`zbebe btbq zxnet mqt sbkdm tbhqelbe+
cbxaeb cadqb txbesbcsn nen fbe~b hnsb dnkbcqcbe dn hbec saobxb kbelsqel%
Haxdbsbxcbe qxbnbe dnbtbs dbzbt dncatbfqn bdbe~b casaegbelbe betbxb tamxn
daelbe cae~btbbe ~bel dnfbdbzn mkaf ebsbhbf HXN dbkb` fbk cqbkntbs gbsb
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2%4% Calqebbe Zaeakntnbe
Dbkb` sa`qb calnbtbe `a`zqe~bn tqgqbe ~bel gakbs satakbf `aeatbzcbe
tqgqbe taxsahqt `bcb dbzbt dntaetqcbe calqebbe dbxn calnbtbe ~bel dnkbcqcbe%
Bdbzqe calqebbe zaeakntnbe nen bdbkbf 7
2% Hbln HbecHbln hbec HXN Cbetmx Obhbel Zbttn`qxb _a`bxbel fbsnk zaeakntnbe ~bel
dnkbcqcbe mkaf zaeakntn dbzbt dnlqebcbe sahbln hbfbe `bsqcbe `aelaebn
sahaxbzb gbqf hbec HXN Cbetmx Obhbel Zbttn`qxb _a`bxbel takbf
`a`haxncbe zakb~bebee~b cazbdb ebsbhbf dbe dbzbt dnlqebcbe sahblbn
hbfbe zaxtn`hbelbe dndbkb` zae~qsqebe xaeobeb dbe stxbtaln zn`znebe HXN
Cbetmx Obhbel _a`bxbel dbkb` zaelb`hnkbe cazqtqsbe%
8% Hbln IbcqktbsFbsnk zaeakntnbe nen dbzbt dnlqebcbe sahblbn hbfbe xaiaxaesn dbe sahblbn
za`hbednel qetqc zaeakntnbe sagaens kbnee~b%
?% Hbln ZaeakntnFbsnk zaeakntnbe nen dbzbt dnlqebcbe sahblbn hbfbe zaxhbednelbe betbxb tamxn-
tamxn ~bel takbf dnzaxmkaf dnhbelcq cqknbf daelbe cae~btbbe ~bel
sahaebxe~b dn hbec HXN Obhbel Zbttn`qxb _a`bxbel%
2%1% _nsta`btncb Zaeqknsbe _cxnzsn
_aobxb lbxns hasbx snsta`btncb scxnzsn nen bdbkbf 7
2 Hblnbe zaedbfqkqbe taxdnxn dbxn fbkb`be gqdqk+ zaelasbfbe+ `mttm dbezaxsa`hbfbe+ cbtb zaelbetbx+ dbitbx nsn+ dbitbx lb`hbx+ dbitbx kb`znxbe dbe
bhstxbcsn%
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>8 taetbel zaxhbecbe ~bel
takbf dnqhbf daelbe QQ Em% 2: tf 2>>6 7 hbec bdbkbf hbdbe qsbfb ~bel
`aelfn`zqe dbeb dbxn `bs~bxbcbt dbkb` haetqc sn`zbebe dbe `ae~bkqxcbee~b
cazbdb `bs~bxbcbt dbkb` haetqc cxadnt dbe btbq haetqc-haetqc kbnee~b dbkb`
xbelcb aenelcbtcbe tbxbi fndqz xbc~bt hbe~bc%
Haxdbsbxcbe hahaxbzb dainensn dnbtbs dbzbt dntbxnc casn`zqkbe hbec bdbkbf
hbdbe qsbfb ~bel `aelfn`zqe dbeb dbkb` haetqc sn`zbebe btbq tbhqelbe dbxn
`bs~bxbcbt dbe ae~bkqxcbee~b ca`hbkn cazbdb bs~bxbcbt dbkb` haetqc cxadnt%
6
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>
8%8% Za`bsbxbe
@aelaebn zaelaxtnbe za`bsbxbe hbe~bc zbxb bfkn `aela`qcbcbe dainensn
~bel haxhadb-hadb+ `ascn sahaebxe~b sb`b% Zaxhadbbe nen dnsahbhcbe cbxaeb
`axacb `aenegbq za`bsbxbe dbxn saln ~bel haxhadb-hadb% Hahaxbzb dainensn
za`bsbxbe taxsahqt bdbkbf 7
Za`bsbxbe bdbkbf calnbtbe `beqsnb ~bel dnbxbfcbe qetqc `a`qbscbe
cahqtqfbe dbe canelnebe `akbkqn zxmsas zaxtqcbxbe &Fbsnhqbe+ 8::1 7 24?.%
_adbelcbe `aeqxqt Cmtkax za`bsbxbe bdbkbf sqbtq zxmsas smsnbk dbe beblaxnbk
dn`beb nednyndq dbe cakm`zmc `aedbzbtcbe cahqtqfbe dbe canelnebe `axacb
daelbe `aeonztbcbe+ `aeb|bxcbe dbe haxtqcbx sasqbtq ~bel haxenkbn sbtq sb`b
kbne &Cmtkax+ 8::2 7 22.%
Haxdbsbxcbe hahaxbzb dainensn dnbtbs dbzbt dntbxnc casn`zqkbe hbf|b
calnbtbe za`bsbxbe dnkbcqcbe hqcbe sa`btb-`btb qetqc `aegqbk hbxbel btbq gbsb
tatbzn qetqc a`haxncbe cazqbsbe taxfbdbz cahqtqfbe dbe canelnebe cmesq`ae%
Za`bsbxbe &`bxcatnel. hbln hbec `axqzbcbe fbk ~bel sbelbt zaetnel
dbkb` `a`zaxcaebkcbe dbe `aegqbk sbxbeb-sbxbeb zaelq`zqkbe dbeb &nezqt. dbe
zae~bkqxbe cxadnt%
Tqgqbe za`bsbxbe gbsb-gbsb hbec+ betbxb kbne qetqc 7
2% @aedmxmel taxobzbne~b tqgqbe hbec8% @aenelcbtcbe cazaxob~bbe `bs~bxbcbt _qxzkqs _zaednel Qent &__Q. dbe
Dainsnt _zaednel Qent&D_Q. cazbdb hbec%
?% @aelneimx`bsncbe sbxbeb-sbxbeb zaebhqelbe dbe gaens-gaens cxadnt ~beldnhaxncbe hbec%
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2:
4% @a`zaxhasbx zaebxncbe dbeb dbe zae~bkqxbe cxadnt hbec1% @a`zaxhasbx db~b sbnel hbec
&Fbsnhqbe+ 8::1 7 244.
8%?% Cqbkntbs
Zaxsmbkbe cqbkntbs dbkb` dqenb hnsens cnen sazaxtne~b sqdbf `aegbdn
fbxlb ~bel fbxqs dnhb~bx mkaf zaxqsbfbbe blbx nb dbzbt tatbz sqxynya dbkb`
hnsense~b%
@aeqxqt B`axnobe smonat~ imx Rqbknt~ Ometxmk+ cqbkntbs bdbkbf
casakqxqfbe onxn-onxn dbe cbxbctaxnstnc-cbxbctaxnstnc dbxn sqbtq zxmdqc btbq gbsb
dbkb` ca`b`zqbee~b qetqc `a`aeqfn cahqtqfbe-cahqtqfbe ~bel takbf
dntaetqcbe btbq haxsnibt kbtae &Kqzn~mbdn+ 8::2 7 244.% Lmatsf dbe Dbyns &2>>4.+
`aela`qcbcbe hbf|b cqbkntbs `axqzbcbe sqbtq cmednsn dneb`ns ~bel
haxfqhqelbe daelbe zxmdqc+ gbsb+ `beqsnb+ zxmsas+ dbe knelcqelbe ~bel
`a`aeqfn btbq `akahnfn fbxbzbe &Tgnztmem+ 8::: 7 12.% _adbelcbe Da`nel
&2>69. dbe Gqxbe dcc &2>>4.
`a`haxn hbtbsbe cqbkntbs sahblbn qzb~b `a`qbscbe cmesq`ae &_qebxdn+ 8::? 7
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22
8%4% Gbsb
8%4%2% Zaelaxtnbe Gbsb_aobxb talbs betbxb hbxbel dbe gbsb saxnelcbkn sqsbf dnkbcqcbe% Fbk nen
dncbxaebcbe za`haknbe sqbtq hbxbel saxnelcbkn dnsaxtbn daelbe gbsb-gbsb taxtaetq
dbe gqlb sahbknce~b za`haknbe sqbtq gbsb saxnelcbkn `aknhbtcbe hbxbel-hbxbel
~bel `akaelcbzne~b% Tatbzn bdb zaxhadbbe qtb`b betbxb hbxbel dbe gbsb+ `aeqxqt
Kmyakmocgbsb kahnf dbkb` haetqc cneaxgb+ zaxhqbtbe btbq cataxb`znkbe dbxn sqbtq
qsbfb% _ahbknce~b qetqc hbxbel kahnf `aeacbecbe zbdb sqbtq haetqc haedb+ bkbt
btbq mhgac%
Gbsb btbq saxynsa `a`nkncn dainensn sahblbn sqbtq hbxbel btbq zxmdqc ~bel
snibte~b tndbc dbzbt dnzalbel saobxb insnc% Tatbzn cahaxbdbbe gbsb taxsahqt kahnf
`axqzbcbe haetqc `beibbt ~bel dbzbt dnxbsbcbe mkaf ~bel `a`beibbtcbe gbsb
taxsahqt &Enx|beb+ 8::4 7 4.%
Taxdbzbt hahaxbzb dainensn taetbel gbsb ~bel dnca`qcbcbe mkaf hbe~bc
zbcbx za`bsbxbe% _tbetme &2>>4. `aedainensncbe gbsb bdbkbf calnbtbe ~bel dbzbt
dnndaetnincbsn saobxb taxsaednxn+ dbe zbdb zxnesnze~b tndbc dbzbt dnxbhb saobxb insnc
&netbelnhka. tatbzn dbzbt dnzaxlqebcbe qetqc za`aeqfbe cahqtqfbe zakbellbe%
Cahaxbdbbe gbsb gqlb tndbc taxlbetqel zbdb cahaxbdbbe haedb insnc kbnee~b+
daelbe da`ncnbe `bcb gbsb dbzbt haxdnxn saednxn% _adbelcbe Cmtkax &2>>
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@aeqxqt _q`bxen gbsb bdbkbf satnbz calnbtbe btbq `beibbt ~bel dbzbt
dnhaxncbe mkaf sbtq znfbc cazbdb znfbc kbnee~b ~bel zbdb dbsbxe~b tndbc
hax|qgqd dbe tndbc zqkb haxbcnhbt za`nkncbe sasqbtq dbe zxmdqcsne~b dbzbt btbq
tndbc dbzbt dncbntcbe daelbe sqbtq zxmdqc insnc &_q`bxen+ 2>>? 7 2
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2?
8%1% Kb~bebe btbq _axynoa
Zakb~bebe ~bel hbnc `a`qelcnecbe sahqbf zaxqsbfbbe `a`zaxcqbt
casatnbbe zakbellbe dbe `aenelcbtcbe zbelsb zbsbx &`bxcat sfbxa.+ cbxaeb ntq
zakb~bebe ~bel hbnc aegbdn zaetnel dbkb` mzaxbsn zaxqsbfbbe%
@aeqxqt _tbetme+ saxynoa bdbkbf calnbtbe ~bel dbzbt dnndaetnincbsncbe dbe
tndbc hax|qgqd dbe `axqzbcbe tqgqbe zaetnel dbxn sqbtq xaeobeb txbesbcsn+ lqeb
`a`haxncbe cazqbsbe cazbdb cmesq`ae &Fbsnhqbe+ 8::1 7 >>9.
zakb~bebe bdbkbf calnbtbe za`haxnbe gbsb dbxn sbtq znfbc cazbdb znfbc kbnee~b%
Zakb~bebe ~bel hbnc bdbkbf zakb~bebe ~bel dnkbcqcbe saobxb xb`bf tb`bf+ bdnk+
oazbt+ tazbt+ dbe atncb ~bel hbnc safnellb `a`aeqfn cahqtqfbe dbe cazqbsbe
hbln ~bel `aeaxn`be~b &Fbsnhqbe+ 8::1 7 218.%
Zakb~bebe fbcncbte~b bdbkbf saxbelcbnbe calnbtbe+ cbxaeb nb `axqzbcbe
zxmsas% _ahblbn zxmsas+ zakb~bebe haxkbelsqel saobxb xqtne dbe
haxcasneb`hqelbe `aknzqtn sakqxqf cafndqzbe mxlbensbsn dbkb` `bs~bxbcbt
&@maenx+ 8::8 7 8
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b.Tnelcbf kbcq ~bel smzbeh.Obxb `ae~b`zbncbe sasqbtq ~bel haxcbntbe daelbe bzb ~bel safbxqse~b
dntaxn`b mkaf mxbel ~bel haxsbelcqtbe
o.\bctq ae~b`zbncbe ~bel tazbtd.Caxb`bftb`bfbe&@maenx+ 8::8 7 2>>6. dbkb` hqcq &Kqzn~mbdn+ 8::2 7 246.% _adbelcbe
`aeqxqt \b~ocmi &dbkb` Kmyakmoc+ 2>66+ Tgnztmem+ 2>>9 7 1>. cqbkntbs gbsb
zakb~bebe hbec bdbkbf tnelcbt caqellqkbe ~bel dnfbxbzcbe ebsbhbf dbe
zaelaedbknbe btbs tnelcbt caqellqkbe taxsahqt qetqc `a`aeqfn canelnebe
ebsbhbf+ daelbe cbtb kbne bdb 8 ibctmx qtb`b ~bel `a`zaelbxqfn cqbkntbs
zakb~bebe hbec ~bntq fbxbzbe ebsbhbf &Avzaotbtnme. dbe cneaxgb hbec ~bel
dnxbsbcbe ebsbhbf &Zaximx`beoa.%
_a`aetbxb `aeqxqt Oxmene dbe Tb~kmx &2>>8. cqbkntbs zakb~bebe hbec
`axqzbcbe cneaxgb bctqbk hbec ~bel dnhaxncbe cazbdb ebsbhbfe~b% Haxdbsbxcbe
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cmesaz saxyrqbk ~bel dnca`qcbcbe Zbxbsqxb`be at%bk &2>66 7 29.+ cqbkntbs gbsb
zakb~bebe hbec zbdb dbsbxe~b bdbkbf fbsnk zaxsazsn dbkb` haebc ebsbhbf%
Zaxoanyad saxynoa rqbknt~ nen taxhaetqc dbkb` haebc ebsbhbf satakbf
`a`hbednelcbe betbxb cneaxgb zakb~bebe hbec ~bel `axacb taxn`b daelbe ~bel
`axacb fbxbzcbe & saxyrqbk 0 saxynoa zaximx`beoa saxynoa avzaotbtnme.%
Zaxhbednelbe betbxb zaxsazsn dbe fbxbzbe hnsb `a`qeoqkcbe ? ca`qelcnebe
~bntq zaxsazsn kahnf hasbx dbxnzbdb fbxbzbe ebsbhbf+ ~bel haxbxtn ebsbhbf `axbsb
sbelbt zqbs daelbe cqbkntbs zakb~bebe ~bel dnhaxncbe hbec+ zaxsazsn kahnf caonk
dbxnzbdb fbxbzbe ebsbhbf ~bel haxbxtn fbxbzbe ebsbhbf taxfbdbz cqbkntbs
zakb~bebe hbec tndbc taxobzbn% Gncb zaxsazsn sb`b daelbe fbxbzbe ebsbhbf
taxfbdbz cqbkntbs gbsb zakb~bebe hbec dbzbt dncbtbcbe ebsbhbf zqbs &_qlnbxtm+
2>>> 7 99.% Fbxbzbe ebsbhbf dbzbt dngbhbxcbe dbkb` dn`aesn cqbkntbs gbsb%
Haxdbsbxcbe hahaxbzb dainensn dn btbs dbzbt dnsn`zqkcbe cqbkntbs gbsb
kb~bebe dnhbelqe btbs zaxhbednelbe betbxb fbxbzbe ebsbhbf &Avzaotbtnme. dbe
cneaxgb ~bel dnxbsbcbe ebsbhbf & Zaximx`beoa.%
8%9%8% Dn`aesn Cqbkntbs Gbsb_AXYRQBK dn`aesnmes btbq _AXYNOA RQBKNT^ DN@AE_NME_+
`axqzbcbe dn`aesn cqbkntbs gbsb dn`beb satnbz gbsb ~bel dntb|bxcbe `a`nkncn
hahaxbzb bszac ~bel dbzbt dnzaxlqebcbe qetqc aelatbfqn tnelcbt cqbkntbse~b%
@aeqxqt Zb~ea dn`aesn zakb~bebe gbsb dbzbt taxdnxn btbs qesqx7
2% Tbelnhka &hqctn insnc.Dn`beb ca`b`zqbe zaxqsbfbbe dndbkb` `aeqegqcbe acsnstaesn dnxne~b+
`nsbke~b dbkb` fbk nen ladqel+ ibsnkntbs tacemkmln+ zaeb`znkbe cbx~b|bee~b+
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dbe sahblbne~b kahnf `aeacbecbe zbdb hqctn saobxb insnc btbq dbzbt dnxbhb
cahaxbdbbee~b%
8%Xaknbhnknt~ &cabedbkbe.@axqzbcbe ca`b`zqbe zaxqsbfbbe dbkb` `a`haxncbe zakb~bebe ~bel sasqbn
daelbe ~bel dngbegncbe cazbdb zakbellbe% Fbk nen dbzbt haxqzb bdbe~b
zaxhbncbe cneaxgb ~bel sasqbn daelbe fbxbzbe zakbellbe%
?% Xaszmesnyaeass &db~b tbellbz.Db~b tbellbz ~bel dn`nkncn mkaf cbx~b|be dbe zn`znebe zaxqsbfbbe% Dn`beb
zaxqsbfbbe fbxqs `aeqegqccbe ca`b`zqbee~b dbkb` `a`haxncbe zakb~bebe
~bel oazbt dbe tazbt cazbdb zakbellbe gncb zakbellbe sadbel `a`axkqcbe gbsb
~bel dn`bcsqdcbe%
4% Bssqxbeoa &gb`nebe dbe cazbstnbe.Fbk nen haxcbntbe daelbe zaelatbfqbe dbe ca`b`zqbe cbx~b|be dbkb`
`aeq`hqfcbe xbsb cazaxob~bbe dbxn zakbellbee~b zbdb zaxqsbfbbe%
Dndbkb`e~b taxdbzbt qesqx atncb cbx~b|be+ cxadnhnkntbs cbx~b|be+ xbsb b`be
dbxn zakbellbe+ dbe qesqx atncb ~bel dn`nkncn mkaf cbx~b|be%
1% A`zfbt~ &zaxfbtnbe.@axqzbcbe za`haxnbe zaxfbtnbe ~bel haxsnibt nednyndq cazbdb zakbellbe dbxn
zaxqsbfbbe% Fbk nen dn`bcsqdcbe blbx znfbc zaxqsbfbbe dbzbt `a`bfb`n kahnf
gbqf taetbel canelnebe dbe cahqtqfbe dbxn zakbellbee~b &Enx|beb+ 8::4 7 8>-
?:.%
_adbelcbe dn`aesn cqbkntbs gbsb `aeqxqt Zbxbsqxb`be+ dcc &dbkb`
Intwsn``mes dbe Intwsn``mes+ 2>>43 Wantfb`k dbe Hnteax+ 2>>9. bdbkbf7
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26?. lnxm bdbkbf sqbtq xacaenel daelbe
nestntqsn zaelb`hnkbe sn`zbebe dn`beb sahblbnbe btbq sakqxqf hqelb dbzbt
dnhb~bxcbe zbdb sbbt zax`netbbe+ sazaxtn kb~bebe xacaenel cmxbe% _adbelcbe
`aeqxqt QQ XN Em% < Tbfqe 2>>8 taetbel zaxhbecbe Hbh N zbsbk b~bt &
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26
bdbkbf sn`zbebe ~bel dbzbt dnlqebcbe sahblbn bkbt za`hb~bxbe dbe
zaebxncbee~b dbzbt dnkbcqcbe satnbz sbbt daelbe `aellqebcbe oac+ sbxbeb
zaxnetbf za`hb~bxbe kbnee~b+ btbq daelbe obxb za`nedbfbehqcqbe% Fbsnhqbe
&2>>9. `aela`qcbcbe lnxm bdbkbf sqbtq sbxbeb `aebhqel dbe za`haxnbe
cxadnt xacaenel cmxbe mkaf hbec q`q`+ sbkdme~b hnsb zmsntni btbqzqe ealbtni
dbe dbzbt dntbxnc satnbz sbbt daelbe oac+ hnk~at lnxm dbe zaxnetbf za`hb~bxbe
kbnee~b &Fbsnhqbe+ 8::1 7 >6 taetbel zaxhbecbe Hbh N zbsbk 2 hqtnx &
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o._axtnincbt dazmsntm bdbkbf dazmsntm haxgbelcb btbs qegqc dbe dbzbtdnzaxgqbkhakncbe mkaf za`nknce~b sahakq` gbtqf ta`zm+ hqelbe~b dnhb~bx
dn`qcb% @aeqxqt QQ XN Em% 2: Tbfqe 2>>6 taetbel zaxhbecbe Hbh N
zbsbk 2 b~bt &6. saxtnincbt dazmsntm bdbkbf dazmsntm haxgbelcb ~bel hqctn
sn`zbebee~b dbzbt dnzaxdblbelcbe &Fbsnhqbe+ 8::1 7 62.%
?% Tbhqelbe&sbynel dazmsnts.@aeqxqt QQ XN Em% 2: Tbfqe 2>>6 taetbel zaxhbecbe Hbh N zbsbk 2 hqtnx 1+
tbhqelbe bdbkbf sn`zbebe ~bel zaebxncbee~b fbe~b dbzbt dnkbcqcbe `aeqxqt
s~bxbt taxtaetq ~bel dnsazbcbtn+ tatbzn tndbc dbzbt dntbxnc daelbe oac+ hnk~at
lnxm+ btbq bkbt kbnee~b ~bel sazaxtn dnzaxsb`bcbe daelbe ntq% _adbelcbe
Fbsnhqbe &2>>9. 7 tbhqelbe bdbkbf sa`qb sn`zbebe znfbc catnlb cazbdb hbec
~bel bd`nenstxbsn za`hqcqbee~b dnkbcqcbe dbkb` hqcq tbhqelbe+ `aebhqel
dbe zaebxncbe tbhqelbe dnkbcqcbe daelbe sknz tbhqelbe dbe sknz zaebxncbe
~bel takbf dnsadnbcbe hbec &Fbsnhqbe+ 8::1 7 6?.%
Dbkb` zaeakntnbe nen zxmdqc gbsb sn`zbebe ~bel bcbe dntakntn bdbkbf tbhqelbe
&sbynel dazmsnts. cfqsqse~b tbhqelbe dbkb` haetqc xqznbf% Cbxaeb bdb 8
haetqc kb~bebe tbhqelbe ~bel dnsadnbcbe HXN Cbetmx Obhbel Zbttn`qxb ~bntq
dbkb` haetqc xqznbf dbe dmkbx B`axncb &Q_D.%
8%6% Cazqbsbe Zakbellbe
8%6%2% Zaelaxtnbe Cazqbsbe ZakbellbeDbkb` zaxsbnelbe betbx hbec ~bel sa`bcne catbt+ ibctmx cazqbsbe ebsbhbf
`aegbdn zaxfbtnbe ~bel saxnqs% Cabdbbe nen tndbc fbe~b taxgbdn zbdb hbec s|bstb
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tatbzn gqlb zbdb hbec za`axnetbf+ zakb~bebe dbe cazqbsbe zakbellbe `axqzbcbe
bszac zaetnel dbkb` xbelcb haxtbfbe dbkb` hnsens dbe zaxsbnelbe%
Haxncqt dainensn hahaxbzb bfkn taetbel cazqbsbe zakbellbe 7
@aeqxqt Cmtkax+ cazqbsbe bdbkbf tnelcbt zaxbsbbe sasamxbel satakbf
`a`hbednelcbe cneaxgbbtbq fbsnk ~bel dnb xbsbcbe dnhbednelcbe daelbe
fbxbzbee~b &Cmtkax dcc+ 8::: 7 18.% _adbelcbe Db~ &dbkb` Tsa dbe \nktme+
2>66. cazqbsbe btbq catndbczqbsbe zakbellbe bdbkbf xaszme zakbellbe taxfbdbz
aybkqbsn catndbcsasqbnbe &dnsomeinx`btnme. ~bel dnxbsbcbe betbxb fbxbzbe
sahakq`e~b &btbq emx`b cneaxgb kbnee~b. dbe cneaxgb bctqbk zxmdqc ~bel
dnxbsbcbe satakbf za`bcbnbee~b% \nkcna &2>>:. `aedainensncbee~b sahblbn sqbtq
tbellbzbe a`msnmebk zbdb aybkqbsn taxfbdbz zaelbkb`be cmesq`sn sqbtq zxmdqc
btbq gbsb% Aelak+ at bk &2>>:. `ae~btbcbe hbf|b cazqbsbe zakbellbe `axqzbcbe
aybkqbsn zqxeb hakn dn`beb bktaxebtni ~bel dnznknf sacqxbel-cqxbele~b sb`b btbq
`akb`zbqn fbxbzbe zakbellbe+ sadbelcbe catndbczqbsbe tn`hqk bzbhnkb fbsnk
&mqtom`a. tndbc `a`aeqfn fbxbzbe &Tgnztmem+ 8::2 7 84.%
Gbdn cazqbsbe `axqzbcbe iqelsn dbxn casbe cneaxgb dbe fbxbzbe% Gncb
cneaxgb haxbdb dnhb|bf fbxbzbe+ zakbellbe tndbc zqbs+ gncb cneaxgb `akahnfn
fbxbzbe+ bcb zakbellbe b`bt zqbs btbq saebel%
8%6%8% Btxnhqt-btxnhqt Za`haetqc Cazqbsbe@aeqxqt Fb|cnes dbe Kmea~ &2>>< 7 ?2. btxnhqt-btxnhqt za`haetqc
cazqbsbe zakbellbe bdbkbf casasqbnbe fbxbzbe ~bel `axqzbcbe lbhqelbe dbxn
ca`b`zqbe sqbtq zxmdqc dbxn zxmdqsae ~bel dnbedbkcbe+ safnellb sqbtq zxmdqc
~bel dnfbsnkcbe dbzbt sasqbn daelbe bzb ~bel dngbegncbe mkaf zxmdqsae%
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_adbelcbe `aeqxqt Tgnztmem btxnhqt- btxnhqt za`haetqc cazqbsbe ~bntq 7
b% Ca`qdbfbe dbkb` @a`zaxmkafZxmdqc btbbq gbsb ~bel dntb|bxcbe mkaf zxmdqsae taxsadnb dn mqtkat-mqtkat
dbe tmcm ~bel dacbbt za`hakn zmtaesnbk
h% Casadnbbe qetqc @axacm`aedbsncbeDbkb` cbsqs zxmdqc ~bel za`haknbe qkbele~b xakbtni kb`b+ casadnbbe
zakbellbe qetqc `axacm`aedbsncbe zxmdqc cazbdb ta`be btbbq cakqbxlbe~b
`aegbdn qcqxbe ~bel zaetnel qetqc dnbebkns dbe dntnedbc
&Tgnztmem+ 8::: 7 2:2.%
@aeqxqt Fb|cnes Kmea~ dbe Tgnztmem btxnhqt-btxnhqt za`haetqc cazqbsbe
`aknzqtn casasqbnbe fbxbzbe+ ca`qdbfbe `a`zaxmkaf dbe casadnbbe qetqc
`axacm`aedbsncbe%
8%6%?% @atmda-`atmda @aelb`btn dbe @aelqcqx Cazqbsbe ZakbellbeZaxqsbfbbe dbzbt `aellqebcbe `atmda-`atmda sahblbn haxncqt qetqc
`aelqcqx cazqbsbe zakbellbe 7
b% _nsta` cakqfbe dbe sbxbe@nsbke~b `ae~adnbcbe cmtbc sbxbe dbe cakqfbe+ cbxtq cm`aetbx+ oqstm`ax
fmt kneas+ `a`zaxcaxgbcbe zatqlbs zaelq`zqkbe zaedbzbtcakqfbe
zakbellbe+ dbe kbne-kbne%
h% _qxyan cazqbsbe zakbellbe_qxyan hnsb dnkbcqcbe daelbe cqasnmeax &dncnxn` ka|bt zms btbq dnhblncbe
zbdb sbbt zakbellbe haxhakbegb.+ ka|bt takazme+ a`bnk+ ibcs btbq daelbe
|b|beobxb kbelsqel%
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o% Kmst oqstm`ax bebk~snsZaxqsbfbbe `aelfqhqeln zbxb zakbellbe ~bel takbf haxfaetn `a`hakn dbxn
zaxqsbfbe btbq axacb ~bel takbf haxbknf za`bsmc%
d% Lfmst sfmmznel &`~stax~ sfmmznel.Zaxqsbfbbe `aellqebcbe lfmst sfmmzax qetqc `aelb`btn cacqbtbe dbe
caka`bfbe zxmdqc saxtb kb~bebe zaxqsbfbbe dbe zasbnel
a% _bkas-xakbtad `atfmdsCazqbsbe zakbellbe dnqcqx daelbe cxntaxnb zaxtq`hqfbe zaegqbkbe+ zbelsb
zbsbx dbe xbsnm za`haknbe qkbel%
i% Oqstm`ax zbeaksZaxqsbfbbe `a`haetqc zbeak zakbellbe ~bel ebetne~b dngbdncbe sb`zak
saobxb haxcbkb qetqc `aelatbfqn bzb ~bel `axacb xbsbcbe dbxn zaxqsbfbbe
dbe sa`qb zakb~bebe zaxqsbfbbe %
&Tgnztmem+ 8::: 7 6.
8%6%4% Tacenc Zaelqcqxbe Cazqbsbe Zakbellbe@atmda sqxyan `axqzbcbe `atmda ~bel zaknel hbe~bc dnlqebcbe dbkb`
zaelqcqxbe cazqbsbe zakbellbe% @atmda sqxyan cazqbsbe zakbellbe dbzbt
`aellqebcbe zaelqcqxbe daelbe haxhblbn obxb sahblbn haxncqt 7
2% Zaelqcqxbe dbzbt dnkbcqcbe saobxb kbelsqel daelbe zaxtbe~bbe sazaxtn
Qelcbzcbe sahaxbzb zqbs _bqdbxb taxfbdbz zakb~bebe ZT% Ofbedxb zbdb
scbkb haxncqt7 sbelbt tndbc zqbs+ tndbc zqbs+ eatxbk+ zqbs+ sbelbt zqbs
&dnxaotk~ xazmxtad sbtnsibotnme.%
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8% Xaszmedae dnhaxn zaxtbe~bbe `aelaebn sahaxbzb hasbx `axacb`aelfbxbzcbe sqbtq btxnhqt taxtaetq dbe sahaxbzb hasbx ~bel `axacb
xbsbcbe &daxnyad dnssbtnsibotnme.%
?% Xaszmedae dn`netb qetqc `aeqknscbe `bsbkbf-`bsbkbf ~bel `axacb fbdbznhaxcbntbe daelbe zaeb|bxbe dbxn zaxqsbfbbe dbe gqlb dn`netb qetqc
`aeqknscbe zaxhbncbe-zaxhbncbe ~bel axacb sbxbecbe &zxmhka` bebk~sns.%
4% Xaszmedae dbzbt dn`netb qetqc `axbecnel haxhblbn aka`ae dbxn zaeb|bxbehaxdbsbxcbe daxbgbt zaetnele~b satnbz aka`ae dbe sahaxbzb hbnc cneaxgb
zaxqsbfbbe dbkb` `bsnel-`bsnel aka`ae &n`zmxtbeoazaximx`beoa
xbtnels.% Tacenc nen dncaebk zqkb daelbe nstnkbf n`zmxtbeoa-zaximx`beoa
bebk~sns &@bxtnkkb dbe Gb`as+ 2>
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btbq zaxqsbfbe ~bel haxsbelcqtbe% Q`q`e~b tnedbcbe nen saxnel dnkbcqcbe
dbe db`zbce~b sbelbt hasbx hbln ontxb zaxqsbfbbe%
?% Tfnxd-zbxt~ xaszmesaTnedbcbe ~bel dnkbcqcbe `aknzqtn qsbfb `a`netb lbetn xqln saobxb fqcq`+
`aelbdq ka|bt `adnb `bssb &`nsbke~b `aeqkns dnsqxbt za`hbob.+ btbq saobxb
kbelsqel aedbtbeln ka`hblb cmesq`ae+ nestbesn fqcq` dbe sahblbne~b%
8%6%9% _txbtaln zaebelbebe cakqfbeDbkb` `aebelben cakqfbe dbxn zakbellbe zbknel tndbc bdb 4 bszac zaetnel
~bel fbxqs dnzaxfbtncbe zaxqsbfbbe% Caa`zbt bszac taxsahqt ~bntq 7
b% A`zbtn taxfbdbz zakbellbe ~bel `bxbfh% Caoazbtbe dbkb` zaebelbebe cakqfbeo% Ca|bgbxbe btbq cabdnkbe dbkb` `a`aobfcbe zax`bsbkbf btbq cakqfbed% Ca`qdbfbe hbln cmesq`ae qetqc `aelfqhqeln zaxqsbfbe
&Tgnztmem+ 8::2 7 44.
8%>% Caxbelcb Za`ncnxbeZa`bsbxbe gbsb cfqsqse~b gbsb zaxhbecbe ~bel haxlaxbc dnhndbel inebeoa
sbelbt haxtq`zq zbdb gbsb zakb~bebe cbxaeb calnbtbee~b bdbkbf `a`haxncbe
zakb~bebe zbdb ebsbhbfe~b% Daelbe da`ncnbe cqbkntbs gbsb zakb~bebe zaxkq
dncakmkb saobxb zxmiasnmebk mkaf zaxqsbfbbe+ fbk nen dnsahbhcbe mkaf cbxaeb
cqbkntbs zakb~bebe dbe cazqbsbe sbelbt haxfqhqelbe axbt%
Cqbkntbs gbsb kb~bebe `axqzbcbe zaxhbednelbe betbxb fbxbzbe ebsbhbf
&avzaotbtnme. dbe cneaxgb hbec ~bel dnxbsbcbe ebsbhbf &zaximx`beoa.% Dbkb`
zaeakntnbe nen ~bel dn`bcsqd cqbkntbs gbsb kb~bebe bdbkbf tnelcbt cqbkntbs kb~bebe
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~bel dntaxn`b mkaf ebsbhbf hbec HXN Cbetmx Obhbel Zbttn`qxb _a`bxbel ~bel
`a`beibbtcbe gbsb kb~bebe sn`zbebe dbkb` haetqc tbhqelbe &sbynel dazmsnts.
daelbe btb qbel xqznbf%
Qetqc `aelatbfqn tnelcbt cqbkntbs gbsb kb~bebe dnlqebcbe _AXYRQBK
dn`aesnme ~bel taxdnxn dbxn 1 qesqx ~bntq 7
2% Hqctn insnc &tbelnhkas.+ `aknzqtn ladqel+ ibsnkntbs tacemkmln+ zaeb`znkbecbx~b|be dbe sahblbne~b kahnf `aeacbecbe zbdb hqctn insnc btbq dbzbt
dnxbhb cahaxbdbbee~b% Dn`beb cahaxbdbbe hqctn insnc ~bel haxqzb ibsnkntbs
fbkb`be zbxcnx+ cahaxsnfbe netaxnmx dbe acstaxnmx knelcqelbe hbec+
cahaxbdbbe BT@ dbe caxbznfbe haxzbcbnbe dbxn zalb|bn hbec bcbe
`a`zaelbxqfn cazqbsbe ebsbhbf+ cbxaeb ebsbhbf bcbe `axbsb e~b`be dbe
`qdbf qetqc `akbcqcbe txbesbcsn gncb dndqcqel hqctn insnc taxsahqt%
8% Cabedbkbe &xaknbhnknt~.+ ~bntq ca`b`zqbe `a`haxncbe zakb~bebe ~beldngbegncbe daelbe salaxb+ bcqxbt+ dbe `a`qbscbe% Cabedbkbe ~bel dn`bcsqd
bdbkbf hblbn`beb hbec `a`haxncbe zakb~bebe zbdb ebsbhbf daelbe oazbt+
`qdbf+ dbe tazbt saxtb |bctq zakb~bebe zbdb ebsbhbf ~bel `a`bdbn btbq
sasqbn gb` caxgb hbec% Daelbe halntq dbzbt dncatbfqn hbf|b cabedbkbe dbkb`
zakb~bebe sqbtq gbsb zaxhbecbe bcbe haxzaelbxqf zbdb tnelln xaedbfe~b
cazqbsbe ebsbhbfe~b%
?% Db~b tbellbz &xaszmesnyaeass. ~bntq ca`b`zqbe dbkb` `a`haxncbezakb~bebe saobxb oazbt dbe tazbt+ dbkb` fbk nen ca`b`zqbe takkax qetqc
`a`haxncbe kb~bebe daelbe oazbt zbdb sbbt ebsbhbf `akbcqcbe txbesbcsn
safnellb ebsbhbf tndbc taxkbkq kb`b `aeqellq betxnbe% Db~b tbellbz dbxn
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zalb|bn hbec haxzaelbxqf zbdb cazqbsbe ebsbhbf+ cbxaeb fbxbzbee~b qetqc
dnkb~ben saobxb oazbt dbe tazbt sbbt haxtxbesbcsn taxzaeqfn%
4% Gb`nebe &bssqxbeooa. ~bel `aeobcqz zaelatbfqbe dbe catxb`znkbe zbxbzalb|bn hbec dbkb` `akb~ben cahqtqfbe ebsbhbf+ atncb zbxb zalb|bn hbec+
dbe gb`nebe cab`bebe dbxn hbec btbs ebsbhbf sbbt haxtxbesbcsn% Bdbe~b
gb`nebe cab`bebe dbxn sqbtq hbec bcbe `a`hqbt ebsbhbf `axbsb b`be dbe
tbezb bdb xbsb xblq-xblq qetqc `akbcqcbe txbesbcsn+ dnsb`znel ntq gb`nebe
dbxn sqbtq hbec bcbe haxzaelbxqf zbdb cazqbsbe ebsbhbf cbxaeb bzb ~bel
dnnelnecbe ebsbhbf dbzbt dnzaeqfn mkaf hbec ~bntq daelbe zaelatbfqbe dbe
catxb`znkbe dbxn zalb|bn hbec% Casmzbebe dbe caxb`bfbe dbxn zalb|bn hbec
bcbe `a`hqbt ebsbhbf `axbsb dnfbxlbn safnellb `axacb zqbs daelbe
zakb~bebe hbec%
1% A`zbtn ~bntq zaxfbtnbe cfqsqs btbq nednyndq taxfbdbz salbkb cahqtqfbe dbecakqfbe ebsbhbf+ dbe bdbe~b cm`qencbsn ~bel hbnc betbxb zalb|bn hbec
daelbe ebsbhbf% Daelbe bdbe~b zaxfbtnbe cfqsqs dbe cm`qencbsn ~bel hbnc
dbxn zalb|bn sqbtq hbec btbs ebsbhbf bcbe haxzaelbxqf gqlb zbdb cazqbsbe
ebsbhbf+ cbxaeb ebsbhbf bcbe `axbsb dnzaxfbtncbe mkaf hbec ~bntq bzb ~bel
dnhqtqfcbe dbe dncakqfcbee~b dntbellbzn saobxb hbnc mkaf znfbc hbec%
Cazqbsbe bdbkbf cazqbsbe `axqzbcbe iqelsn dbxn casbe cneaxgb dbe
fbxbzbe% Nedncbtmx cazqbsbe ~bel dnzaxlqebcbe bdbkbf casasqbnbe fbxbzbe+
ca`qdbfbe a`zaxmkaf dbe casadnbbe axacm`aedbsn%
Cakn`b qesqx cqbkntbs gbsb kb~bebe dnbtbs bcbe `aegbdn boqbe qtb`b dbkb`
zaeakntnbe cazqbsbe ebsbhbf btbs gbsb zakb~bebe ~bel dnhaxncbe hbec HXN Cbetmx
Obhbel Zbttn`qxb _a`bxbel%
Caxbelcb za`ncnxbe ~bel dnlqebcbe zbdb zaeakntnbe nen saobxb snsta`btns
dbe sadaxfbeb dbzbt dnlb`hbxcbe sahblbn haxncqt 7
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HBH NNN
@ATMDA ZAEAKNTNBE
Gaens zaeakntnbe ~bel dnlqebcbe dbkb` scxnzsn nen bdbkbf sqxya~% Zaeakntnbe
sqxya~ bdbkbf zaeakntnbe ~bel `aelb`hnk sb`zak dbxn sbtq zmzqkbsn dbe
`aellqebcbe cqasnmeax sahblbn bkbt zaelq`zqk dbtb ~bel zmcmc &@bsxn dcc+
2>6> 7 ?.%
?%2%Zmzqkbsn dbe _b`zak?%2%2% Zmzqkbsn
Zmzqkbsn bdbkbf |nkb~bf laeaxbknsbsn ~bel taxdnxn btbs 3 mh~ac sqh~ac ~bel
`a`zqe~bn cqbetntbs dbe cbxbctaxnstnc taxtaetq ~bel dntatbzcbe mkaf zaeakntn
qetqc dnzakbgbxn dbe ca`qdnbe dntbxnc casn`zqkbee~b &_qln~mem+ 8::1 7 11.%
Zmzqkbsn dbkb` zaeakntnbe nen bdbkbf zakbellbe hbec HXN ~bel
`a`beibbtcbe zxmdqc gbsb sn`zbebe dbkb` haetqc tbhqelbe daelbe `btb qbel
xqznbf zbdb tbfqe 8::4 sahbe~bc 2>%812 ebsbhbf dn HXN Cbetmx Obhbel
Zbttn`qxb _a`bxbel%
?%2%8% _b`zak_b`zak bdbkbf sahblnbe dbxn gq`kbf cbxbctaxnstnc ~bel dn`nkncn mkaf
zmzqkbsn taxsahqt &_qln~mem+ 8::1 7 19.%
86
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8>
Hasbxbe sb`zak zaeakntnbe bdbkbf mxbel ~bel dnb`hnkcbe dbxn gq`kbf
ebsbhbf zaellqeb tbhqelbe &sbynel dazmsnts. daelbe `btb qbel xqznbf% _b`zak
`aeqxqt zaedbzbt _kmyne dbkb` hqcq Q`bx &8::: 7 >9. bdbkbf sahblbn haxncqt 7
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dn`beb 7
e 0 Qcqxbe sb`zak
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a 0 tmkaxbesn zxasnsn catazbtbe xbtb-xbtb ~bel dnfbxbzcbe tndbc
`ae~n`zbel dbxn 2: !
Dbxn dbtb zmzqkbsn taxsahqt dbzbt dntbxnc sb`zak sahblbn haxncqt 7
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0 >>+46 dnhqkbtcbe `aegbdn 2:: mxbel
Tacenc zaelb`hnkbe sb`zak zbdb zaeakntnbe nen `aellqebcbe tacenc
xbedm` sb`zknel ~bntq zaelb`hnkbe sb`zak dn`beb bellmtb zmzqkbsn `a`zqe~bn
zakqbel sb`b sahblbn sb`zak zaeakntnbe &Bxncqetm+ 8::8 7 222.% Cbxaeb zmzqkbsn
sqdbf dnbellbz fm`mlae ~bntq sa`qb ebsbhbf ~bel `a`beibbtcbe gbsb kb~bebe
sn`zbebe dbkb` haetqc tbhqelbe &sbynel dazmsnts. daelbe `btb qbel xqznbf%
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?:
Zaelq`zqkbe dbtb dnkbcqcbe sakb`b 8 fbxn+ daelbe obxb `a`netb ebsbhbf ~bel
cahatqkbe dbtbel aebhqel qetqc aelnsn cqasnmeax ~bel bdb%
?%8%Ybxnbhak ZaeakntnbeYbxnbhak `axqzbcbe lagbkb ~bel `aegbdn imcqs zaeakntn qetqc dnb`btn
&_qln~mem+ 8::1 7 8.% Dbkb` zaeakntnbe nen `aellqebcbe 8 ybxnbhak ~bntq 7
?%8%2%Ybxnbhak hahbs &nedazaedae.^bntq ybxnbhak ~bel `aegbdn sahbh tn`hqke~b btbq haxqhbfe~b ybxnbhak
dazaedae &taxncbt.% Gbdn ybxnbhak nedazaedae bdbkbf ybxnbhak ~bel `aegbdn
ybxnbhak hahbs bdbkbf cqbkntbs gbsb kb~bebe sn`zbebe ~bel dnsn`hmkcbe fqxqi V+
daelbe sqh ybxnbhak 7
2% Hqctn insnc ~bntq `aknzqtn ladqel+ ibsnkntbs tacemkmln+ zaeb`znkbe cbx~b|bee~b
dbe sahblbne~b kahnf `aeacbecbe zbdb hqctn insnc btbq dbzbt dnxbhb
cahaxbdbbee~b &V2.+ daelbe nedncbtmx 7
b% Bdbe~b sbxbeb fbkb`be zbxcnx ~bel e~b`be dbe a`bdbnh% @aegblb tnelcbt cahaxsnfbe netaxnmx dbe acstaxnmx knelcqelbe hbeco% Caxbznfbe dbkb` haxzbcbnbe dbxn zalb|bnd% Bdbe~b cakaelcbzbe sbxbeb dbe zxbsbxbeb zaeqegbel+ sazaxtn zasb|bt
takazme+ cm`zqtax+ BT@ dbe kbne-kbne%
8% Cabedbkbe ~bcen ca`b`zqbe `a`haxncbe zakb~bebe ~bel dngbegncbe daelbe
salaxb+ bcqxbt dbe `a`qbscbe &Zbxbsqxb`be+ dcc+ 2>66. &V8.+ daelbe
nedncbtmx 7
b%Zakb~bebe za`hqcbbe xacaenel ~bel oazbt dbe tazbth%Caoazbtbe zakb~bebe zae~atmxbe dbeb ebsbhbf
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?2
o%Kqbs gbxnelbe zakb~bebe zaebxncbe dbe zae~atmxbe dn sa`qb obhbel hbecd%Zakb~bebe zaelb`hnkbe dbeb ~bel tndbc taxkbkq sqknta%\bctq zakb~bebe ~bel a`bdbn
?% Db~b Tbellbz ~bntq ca`b`zqbe dbkb` `a`haxncbe zakb~bebe saobxb oazbt
dbe tazbt cazbdb zakbellbe ~bel `a`axkqcbe gbsb &V?.+ daelbe nedncbtmx 7
b% Ca`b`zqbe cbx~b|be dbkb` aebelben cakqfbe ebsbhbfh%Ebsbhbf tndbc taxkbkq kb`b `aeqellq betxnbeo% Tnedbcbe zalb|bn hbec ~bel oazbt tbellbz catncb ebsbhbf sadbel
`aelfbdbzn bsbkbf
4% Gb`nebe ~bntq `aknzqtn atncb cbx~b|be+ cxadnhnkntbs cbx~b|be dbe xbsb b`be
zakbellbe &V4.+ daelbe nedncbtmx 7
b% Cataxb`znkbe `bxcatnel miinoaxdbkb` akb~ben cahqtqfbe ebsbhbfh% Cataxb`znkbe oqstm`ax saxynoa dbkb` akb~ben cahqtqfbe ebsbhbfo% Cataxb`znkbe takkax dbe zalb|bn kbnee~b dbkb` akb~ben cahqtqfbe ebsbhbfd% Zakb~bebe ~bel smzbe dbe xb`bf dbxn `bxcatnel miinoaxcazbdb ebsbhbfa% Zakb~bebe ~bel smzbe dbe xb`bf dbxn hblnbe takkax cazbdb ebsbhbfi% Bdbe~b gb`nebe cab`bebe dbxn hbec btbs ebsbhbf
1% A`zbtn `aknzqtn ca`qdbfbe dbkb` `akbcqcbe fqhqelbe cm`qencbsn ~bel
hbnc+ zaxfbtnbe zxnhbdn+ dbe `a`bfb`n cahqtqfbe zbxb zakbellbe &V1.+
daelbe nedncbtmx 7
b% @a`haxncbe zaxfbtnbe taxfbdbz salbkb cakqfbe ebsbhbfh% @a`haxncbe zaxfbtnbe taxfbdbz salbkb cahqtqfbe ebsbhbfo% Za`haxnbe zakb~bebe ~bel hbnc cazbdb sa`qb ebsbhbf
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?8
?%8%8%Ybxnbhak taxncbt &dazaedae.@axqzbcbe ybxnbhak ~bel dnzaelbxqfn btbq ~bel `aegbdn bcnhbt+ cbxaeb
bdbe~b ybxnbhak hahbs &_qln~mem+ 8::1 7 ?.% Dbkb` zaeakntnbe nen ~bel `aegbdn
ybxnbhak taxncbt bdbkbf cazqbsbe ebsbhbf HXN ~bntq tnelcbt zaxbsbbe sasamxbel
satakbf `a`hbednelcbe betbxb fbxbzbe dbe cneaxgb ~bel dntaxn`be~b+ daelbe
nedncbtmx 7
2% Casasqbnbe fbxbzbe8% Ca`qdbfbe a`zaxmkaf gbsb?% Casadnbbe `axacm`aedbsn
?%?% @atmda Zaelq`zqkbe Dbtb@atmda zaelq`zqkbe dbtb ~bel dnlqebcbe dbkb` zaeakntnbe nen bdbkbf 7
?%?%2%@atmda Belcat &cqasnmeax.Cqasnmeax bdbkbf sagq`kbf zaxtbe~bbe taxtqkns ~bel dnlqebcbe qetqc
`a`zaxmkaf neimx`bsn dbxn xaszmedae dbkb` bxtn kbzmxbe taetbel zxnhbdne~b btbq
fbk-fbk ~bel nb catbfqn &Bxncqetm+ 8::8 7 286.%
Dbkb` zaeakntnbe nen dnlqebcbe scbkb Kncaxt% _cbkb Kncaxt dnlqebcbe qetqc
`aelqcqx sncbz+ zaedbzbt+ dbe zaxsazsn taetbel iaem`aeb smsnbk &_qln~mem+ 8::2
7
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B% Gb|bhbe _belbt _atqgq &__. daelbe scmx enkbn 4H% Gb|bhbe _atqgq &_. daelbe scmx ?O% Gb|bhbe Tndbc _atqgq &T_. daelbe scmx enkbn 8D% Gb|bhbe _belbt Tndbc _atqgq &_T_. daelbe scmx enkbn 2
?%?%8%@atmda Dmcq`aetbsn@atmda dmcq`aetbsn ~bntq `aeobxn dbtb `aelaebn fbk-fbk btbq ybxnbhak
~bel haxqzb obtbtbe+ txbescxnz+ hqcq+ sqxbt cbhbx+ `bgbkbf+ zxbsbstn+ emtqkae xbzbt+
kaellax+ blaedb dbe sahblbne~b &Bxncqetm+ 8::8 7 8:9.% Dbkb` zaeakntnbe nen
`atmda dmcq`aetbsn dnlqebcbe qetqc `aelatbfqn sagbxbf haxdnxne~b HXN+ hndbel
qsbfb HXN+ |nkb~bf caxgb HXN+ stxqctqx mxlbensbsn+ gq`kbf BT@+ gq`kbf xbtb-xbtb
betxnbe dbe gq`kbf ebsbhbf HXN Cbetmx Obhbel Zbttn`qxb _a`bxbel%
?%4%Ybkndntbs dbe Xaknbhnkntbs?%4%2 Ybkndntbs
Ybkndntbs bdbkbf sqbtq qcqxbe ~bel `aeqegqccbe tnelcbtbe-tnelcbtbe
caybkndbe btbq casbfnfbe sqbtq nestxq`ae &Bxncqetm+ 8::8 7 244.% Nestxq`ae
dncbtbcbe ybknd bzbhnkb `b`zq `aelqcqx bzb ~bel dnnelnecbe+ bzbhnkb dbzbt
`aelqelcbzcbe dbtb ybxnbhak ~bel dntakntn saobxb tazbt%
Dndbkb` zaeakntnbe nen ybkndntbs ~bel dnlqebcbe bdbkbf ybkndntbs netaxebk+
~bcen ybkndntbs ~bel dnobzbn bzbhnkb taxdbzbt casasqbnbe betbxb hblnbe-hblnbe
nestxq`ae saobxb casakqxqfbe &Bxncqetm+ 8::8 7 24
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?4
dncmxakbsncbe daelbe scmx tmtbk% _adbelcbe xq`qs ~bel dnlqebcbe bdbkbf cmxakbsn
Zxmdqot @m`aet sahblbn haxncqt 7
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xv~ 0 Cmainsnae cmxakbsn
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8V 0 Gq`kbf cqbdxbt enkbn V
8^ 0 Gq`kbf cqbdxbt enkbn ^
Haxdbsbxcbe fbsnk zaelqgnbe ybkndntbs belcat `aellqebcbe hbetqbe
zxmlxb` _Z__ dnzaxmkaf fbsnk hbf|b hbnc hqtnx belcat cqbkntbs gbsb kb~bebe
`bqzqe cazqbsbe ebsbhbf sakqxqfe~b ybknd cbxaeb `a`nkncn fbxlb xv~ 5 xtbhak 0
:+444 qetqc 0 1! daelbe E 0 8:%
?%4%8% Xaknbhnkntbs
Xaknbhnkntbs `aeqegqccbe zbdb sqbtq zaelaxtnbe hbf|b sqbtq nestxq`ae
oqcqz dbzbt dnzaxob~b qetqc dnzaxlqebcbe sahblbn bkbt zaelq`zqk dbtb cbxaeb
nestxq`ae sqdbf hbnc &Bxncqetm+ 8::8 7 214.% Qetqc `aelatbfqn xaknbhnkntbs
nestxq`ae dnkbcqcbe daelbe xq`qs bkzfb+ cbxaeb nestxq`ae dbkb` zaeakntnbe nen
haxhaetqc belcat daelbe scmxe~b haxqzb xaetbelbe betbxb 2-4 dbe qgn omhb
ybkndntbs `aellqebcbe nta` tmtbk% Bxncqetm `aeaxbelcbe hbf|b qetqc `aeobxn
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?1
xaknbhnkntbs nestxq`ae ~bel scmxe~b hqcbe 2 dbe :+ `nsbke~b belcat btbq smbk
haetqc qxbnbe `bcb `aellqebcbe xq`qs bkzfb 7
x22 0
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x22 0 Xaknbhnkntbs nestxq`ae
c 0 Hbe~bce~b hqtnx zaxtbe~bbe btbq smbk
8h 0 Gq`kbf ybxnbes hqtnx
8t 0 Ybxnbes tmtbk
Qetqc `a`zaxmkaf ybxnbes hqtnx dnobxn taxkahnf dbfqkq satnbz hqtnx+
ca`qdnbe dngq`kbfcbe% Xq`qs ~bel dnlqebcbe qetqc `aeobxn ybxnbes bdbkbf 7
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0 Ybxnbes hqtnx
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E 0 Gq`kbf xaszmedae
&Bxncqetm+ 8::8 7 2:81+ cabedbkbe
sahasbx :+6964+ db~b tbellbz sahasbx :+6>28+ gb`nebe sahasbx :+6>12+ a`zbtn
sahasbx :+6?66%
Daelbe da`ncnbe `aeqegqccbe hbf|b belcat-belcat taxsahqt xaknbhak cbxaeb
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?9
`a`nkncn fbxlb cmainsnae xaknbhnkntbs kahnf hasbx dbxn xtbhak 0 :+444 qetqc 0 1!
daelbe E 0 8: safnellb dbzbt dnlqebcbe qetqc zaeakntnbe%
?%1%Bebknsns Dascxnztni ZxmsaetbsaDnlqebcbe qetqc `aellb`hbxcbe dbtb-dbtb ybxnbhak zaeakntnbe daelbe
xq`qs 7
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e 0 Gq`kbf scmx gb|bhbe xaszmedae
E 0 Gq`kbf sakqxqf scmx ndabk
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?%9%Bebknsns Dbtb CqbetntbtniBebknsns cqbetntbtni `aellqebcbe dbtb dbxn gb|bhbe ~bel takbf taxcq`zqk
daelbe `aellqebcbe zaxfntqelbe stbtnstnc qetqc zaxfntqelbe stbtnstnc+ `bcb
dnlqebcbe zxmlxb` cm`zqtax ~bntq zxmlxb` _Z__ daelbe zaxfntqelbe haxsnibt
xalxasn% Bebknsns nen `aeqxqt _qln~mem &8::1 7 84?. dnkbcqcbe hnkb fqhqelbe 8
ybxnbhak haxqzb fqhqelbe cbqsbk dbe iqelsnmebk% Zaxfntqelbe bebknsb xalxasn ~bel
dnlqebcbe zbdb zaeakntnbe nen bdbkbf zaxsb`bbe xalxasn haxlbedb ~bntq 7
^ 0 b # h2V2 # h8V8 # h?V? # h4V4 # h1V1 # a
Dn`beb 7
^ 0 Ybxnbhak cazqbsbe cmesq`ae
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?6
taxncbte~b &Bklnibxn+ 8::: 7 9>-
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?>
`aellaeaxbknsbsncbe fbsnk zaeakntnbe ~bel haxqzb sb`zak ca zmzqkbsn+ cbxaeb
bcbe taxgbdn hnbs ~bel bxtne~b fbsnk zaeakntnbe taxsahqt hqcbe sa`btb zaelbxqf dbxn
ybxnbhak-ybxnbhak ~bel dntakntn tatbzn bdb ibctmx zaellbellq kbnee~b ~bel ncqt
`a`zaelbxqfn% Dbkb` aybkqbsn acmem`atxncb dnlqebcbe 7
2% Qgn Emx`bkntbsQgn emx`bkntbs haxtqgqbe qetqc `aelqgn bzbcbf dbkb` `mdak xalxasn
ybxnbhak dazaedae dbe ybxnbhak nedazaedae+ cadqbe~b `a`zqe~bn dnstxnhqsn
emx`bk btbq tndbc% @mdak xalxasn ~bel hbnc bdbkbf `a`nkncn dnstxnhqsn dbtb
emx`bk btbq `aedacbtn emx`bk% Zbdb zxnesnze~b emx`bkntbs dbzbt dndatacsn
daelbe `aknfbt zae~ahbxbe dbtb &tntnc. zbdb sq`hq dnblmebk dbxn lxbinc btbq
daelbe `aknfbt fnstmlxb` dbxn xasndqbke~b%
8% Qgn @qktncmkneabxntbs_bkbf sbtq bsq`sn ckbsnc bdbkbf tndbc taxgbdne~b `qktncmknenaxntbs dn
betbxb ybxnbhak-ybxnbhak hahbs ~bel haxbdb dbkb` sbtq `mdak+ bxtne~b betbxb
ybxnbhak nedazaedae ~bel taxdbzbt dbkb` `mdak tndbc `a`nkncn fqhqelbe
~bel sa`zqxeb &cmaiasnae tnelln btbq hbfcbe sbtq.%
@aeqxqt Bklnibxn &8::: 7 64.+ bzbhnkb fbk nen taxgbdn haxbxtn betbxb
ybxnbhak hahbs ntq saednxn sbknel haxcmxakbsn+ safnellb dbkb` fbk nen sqknt
dncatbfqn ybxnbhak hahbs `beb ~bel `a`zaelbxqfn ybxnbhak taxncbt% _bkbf sbtq
obxb qetqc `aedatacsn `qktncmknenaxntbs dnkbcqcbe daelbe `aelmxakbsncbe
betbx ybxnbhak hahbs dbe bzbhnkb cmxakbsne~b tnelln ~bntq kahnf hasbx dbxn :+6
`bcb betbx ybxnbhak hahbs taxsahqt taxgbdn `qktncmknenaxntbs%
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4:
?% Qgn FataxmscadbstnsntbsZaelqgnbe taxfbdbz fataxmscadbstnsntbs dbzbt dnkbcqcbe `akbkqn
zaelb`btbe taxfbdbz zmkb sobttax zkmt ~bel dnfbsnkcbe `akbkqn _Z__% Bzbhnkb
zmkb sobttax zkmt `a`haetqc zmkb taxtaetq+ `bcb `mdak xalxasn `a`nkncn lagbkb
fataxmscadbstnsntbs% @qeoqke~b lagbkb fataxmscadbstnsntbs `aeqegqccbe hbf|b
zaebcsnx dbkb` `mdak xalxasn tndbc ainsnae dbkb` sb`zak hasbx `bqzqe caonk%
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HBH NY
FB_NK ZAEAKNTNBE DBE ZA@HBFB_BE
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Obhbel _a`bxbel Zbttn`qxb
ZT% Hbec Xbc~bt Nedmeasnb &Zaxsaxm. Thc `axqzbcbe hbec za`axnetbf ~bel
haxmzaxbsn zaxtb`b cbkn dn Nedmeasnb dbe dndnxncbe dn Zqx|mcaxtm Gb|b Taelbf zbdb
tbellbk 29 Dasa`hax 26>1 mkaf Xbdae Han Bxnb \nxgbbt`bdgb daelbe eb`b
Zqx|bcaxtmsofa Fqkz ae _zbbxhbec dax nekbedofa Fmmidaae% Zbdb b|bk calnbtbee~b
`aeb`zqel qbel cbs `bsgnd qetqc ca`qdnbe dnlqebcbe qetqc znegb`be hbln
`bs~bxbcbt sacntbx daelbe hqelb xnelbe%
Hbec Xbc~bt Nedmeasnb Cbetmx Obhbel _a`bxbel Zbttn`qxb `axqzbcbe
hblnbe dbxn Hbec Xbc~bt Nedmeasnb% Zaednxnbe Hbec Xbc~bt Nedmeasnb Cbetmx
Obhbel Zbttn`qxb dndnxncbe btbs dbsbx _qxbt @aetaxn Caqbelbe Xazqhknc Nedmeasnb
Em% 241%@%282>61 tbellbk 1 Dasa`hax 2>61 haxcaebbe daelbe za`haxnbe ngne
cazbdb Hbec Xbc~bt Nedmeasnb qetqc `aednxncbe Obhbel sahbe~bc 8:4 Cbetmx
Obhbel tax`bsqc Hbec Xbc~bt Nedmeasnb _a`bxbel Zbttn`qxb% _aobxb xas`n Hbec
Xbc~bt Nedmeasnb Cbetmx Obhbel Zbttn`qxb saobxb xas`n haxdnxn zbdb tbellbk 26
Gqen 2>66%
42
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48
4%2%2%8Hndbel Qsbfb Hbec Xbc~bt Nedmeasnb Cbetmx Obhbel Zbttn`qxbHndbel qsbfb ~bel bdb zbdb ZT% Hbec Xbc~bt Nedmeasnb &Zaxsaxm. Thc%
Cbetmx Obhbel Zbttn`qxb _a`bxbel dnbetbxbe~b gbsb sn`zbebe+ gbsb zaxcxadntbe dbe
gbsb kb~bebe%
Zxmdqc sn`zbebe ~bel dncakqbxcbe mkaf ZT% Hbec Xbc~bt Nedmeasnb Cbetmx
Obhbel Zbttn`qxb _a`bxbel dnbetbxbe~b bdbkbf LNXMHXN+ sn`zbebe dbe
DAZM_NTM% Lnxm ~bel bdb zbdb ZT% Hbec Xbc~bt Nedmeasnb Cbetmx Obhbel
Zbttn`qxb _a`bxbel taxdnxn dbxn dqb `bob` ~bntq lnxm dbkb` `btb qbel xqznbf dbe
lnxm dbkb` `btb qbel bsnel% Tbhqelbe ~bel bdb zbdb ZT% Hbec Xbc~bt Nedmeasnb
Cbetmx Obhbel Zbttn`qxb _a`bxbel bdb dqb `bob` ~bntq tbhqelbe HXNTB@B dbe
tbhqelbe MEF% DAZM_NTM ~bel bdb zbdb ZT% Hbec Xbc~bt Nedmeasnb Cbetmx
Obhbel Zbttn`qxb _a`bxbel bdb dqb `bob` zqkb ~bntq DAZMHXN dbe _AXTN HXN%
Gaens cxadnt ~bel bdb zbdb ZT% Hbec Xbc~bt Nedmeasnb Cbetmx Obhbel
Zbttn`qxb _a`bxbel dnbetbxbe~b ~bntq tbhqelbe zalb|bn+ cxadnt cmesq`tni+ cxadnt
neyastbsn dbe cxadnt `mdbk caxgb%
Gaens gbsb kbne ~bel dnhaxncbe mkaf ZT% Hbec Xbc~bt Nedmeasnb Cbetmx
Obhbel Zbttn`qxb _a`bxbel dnbetbxbe~b ~bntq gbsb txbesiax+ OAZAHXN+ necbsm+ sbya
dazmsnt hmv+ cknxnel dbe zb~`aet zmnet%
4%2%2%?\nkb~bf Caxgb Hbec Xbc~bt Nedmeasnb Cbetmx ObhbelZbtn`qxbZT% Hbec Xbc~bt Nedmeasnb &Zaxsaxm. Thc% Cbetmx Obhbel Zbttn`qxb
_a`bxbel dbkb` caxgbe~b `a`hb|bfn ?? qent Hbec Xbc~bt Nedmeasnb Qent% Hbec
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&Zaxsaxm. Thc% Cbetmx Obhbel Zbttn`qxb dnbetbxbe~b ~bntq 7 HXN Qent Lqeqelzbtn+
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4?
HXN Qent _a`bxbel _akbtbe+ HXN Qent Laeqc+ HXN Qent Tqlq+ HXN Qent @ngae+ HXN
Qent sa`bxbel Hbxbt+ HXN Qent _a`bxbel Tn`qx+ HXN Qent dx% Onztm+ HXN Qent
Cxbellbe+ HXN Qent @qlbs+ HXN Qent Cbxtnen+ HXN Qent _b`zbelbe+ HXN Qent
Hbe~q`benc+ HXN Qent QC+ HXN Qent Fbsbeqdne+ HXN Qent Zadqxqelbe+ HXN Qent
@bgbzbfnt+ HXN Qent \ndmfbxgm+ HXN Qent Gmfbx+ HXN Qent Zkahqxbe+ HXN Qent
_q~qdmem+ HXN Qent Gxbcbf+ HXN Qent Tkmlmsbxn+ HXN Qent Elbknbe+ HXN Qent
@xnobe+ HXN Qent Elasxaz+ HXN Qent Bhdqkxbf`be _bkaf+ HXN Qent _aedbel
@qk~m+ HXN Qent @aemxaf+ HXN Qent Zaellbxme+ HXN Qent Nedxbzxbstb+ HXN Qent
_qcqe dbe HXN Qent Gbelkn%
4%2%2%4_txqctqx Mxlbensbsn_qbtq mxlbenbsn blbx dbzbt haxgbkbe daelbe kbeobx dbe dbzbt `aeobzbn
sbsbxbe ~bel dnnelnecbe+ `bcb zaxkq bdbe~b stxqctqx mxlbensbsn sasqbn daelbe
zaxqhbfbe dbe `a`qbt za`hblnbe |a|aebel dbe tqlbs saxtb iqelsn `bsnel-`bsnel
sasqbn daelbe tbellqelgb|bhe~b% _txqctqx mxlbensbsn `axqzbcbe lb`hbxbe saobxb
sca`btns taetbel fqhqelbe caxgbsb`b dbe mxbel-mxbel ~bel taxdbzbt dn dbkb`e~b
saxtb tbellqelgb|bh `bsnel-`bsnel hblnbe dn dbkb` sqbtq hbdbe dbkb` xbelcb
qsbfb qetqc zaeobzbnbe tqgqbe%
Zbdb ZT% Hbec Xbc~bt Nedmeasnb Cbetmx Obhbel Zbttn`qxb _a`bxbel
`aellqebcbe stxqctqx mxlbensbsn daelbe snsta` lbxns dbe stbii+ cbxaeb casbtqbe
zaxnetbf dbkb` mxlbensbsn tatbz dnzaxtbfbecbe bxtne~b btbsbe `a`zqe~bn hb|bfbe
taxtaetq dbe hb|bfbe fbe~b `aeaxn`b zaxnetbf dbxn btbsbe%
Bdbzqe stxqctqx mxlbensbsn ZT% Hbec Xbc~bt Nedmeasnb Cbetmx Obhbel
Zbttn`qxb _a`bxbel bdbkbf sahblbn haxncqt 7
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44
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ZN@ZNEBE OBHBEL
B__% @BEBLAX
ZAEQEGBEL HN_EN_
@BEBLAX
MZAXB_NMEBK
IQEL_N IQEDNEL
MIINOAX
IQEL_N
_ACAXTBXNBT _D@
IQEL_N BDC
ZXMLXB@
_QZAXYN_MX
ZAKB^BEBE
B__% @BEBLAX
MZAXB_NMEBK
@BEBLAXZA@B_BXBE
ZAE
NET
IQEL_N BDC
CME_Q@AE
IQEL_N BDC
CM@AX_NBK
_QZAXYN_MX
ZAKB^BEBE
_QZAXYN_MX
BD@ CXADNT
COZ
IQEL_N
- BMCM@AX_NBK
- BM_
IQEL_N TAKKAX
IQEL_N QZE
IQEL_N KMLN_TNC IQEL_N BD@
DG_ ZALIQEL_N BX_NZ
ZAKBZMXBE NT
_QZZMXT)
IQEL_N DAYN_B
IQEL_N CKNXNEL
IQEL_N TCC
IQEL_N ZZ
Lb`hbx 4%2 _txqctqx Mxlbensbsn Hbec HXN Cbetmx Obhbel Zbttn`qxb _
_q`hax 7 ZT% HXN &Zaxsaxm. Cbetmx Obhbel Zbttn`qxb _a`bxbel 8:
42
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8/7/2019 Pengaruh Kualitas Jasa Layanan Simpanan Terhadap Kepuasan Nasabah BRI Kantor Cabang Pattimura Semarang
61/89
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8/7/2019 Pengaruh Kualitas Jasa Layanan Simpanan Terhadap Kepuasan Nasabah BRI Kantor Cabang Pattimura Semarang
62/89
49
Cbxbctaxnstnc Xaszmedae Zaeakntnbe
2% Dascxnzsn Qsnb XaszmedaeHaxdbsbxcbe dbtb zaeakntnbe ~bel dnkbcqcbe dbxn zae~ahbxbe belcat `bcb
dnzaxmkaf dbtb taetbel q`qx ebsbhbf HXN Cbetmx Obhbel Zbttn`qxb _a`bxbel
~bel dbzbt dnknfbt zbdb tbhak haxncqt 7
Tbhak 4%2% Dnstxnhqsn Q`qx Xaszmedae Zaeakntbnbe
Em Xaetbel Q`qx Ixacqaesn Zaxsaetbsa
2 29 ?8 1< 1
8 ?? 4> 8< 8
? 1: 99 2: 2:!
4 9< 6? 9 9!
Gq`kbf 2:: 2::!
_q`hax 7 Dbtb zaeakntnbe ~bel dnmkbf 8::1
Haxdbsbxcbe tbhak 4%2 dn btbs `aeqegqccbe hbf|b sahblnbe hasbx ebsbhbf
HXN Cbetmx Obhbel Zbttn`qxb _a`bxbel `a`nkncn tnelcbtbe q`qx betbxb 29 - ?8
tbfqe ~bntq sahbe~bc 1< mxbel xaszmedae sadbelcbe ~bel zbknel caonk `a`nkncn
tnelcbt q`qx 9< - 6? tbfqe sahbe~bc 9 mxbel xaszmedae%
8% Dascxnzsn Gaens Cakb`ne XaszmedaeHaxdbsbxcbe dbtb zaeakntnbe ~bel dnkbcqcbe dbxn zae~ahbxbe belcat `bcb
dnzaxmkaf dbtb taetbel gaens cakb`ne ebsbhbf HXN Cbetmx Obhbel Zbttn`qxb
_a`bxbel ~bel dbzbt dnknfbt zbdb tbhak haxncqt7
Tbhak 4%8% Dnstxnhqsn Gaens Cakb`ne Xaszmedae Zaeakntnbe
Em Gaens Cakb`ne Gq`kbf Zxmsaetbsa &!.
2% Zxnb 94 94+:!
8% Zaxa`zqbe 89 89+:!
Gq`kbf 2:: 2::!
_q`hax 7 Dbtb zaeakntnbe ~bel dnmkbf 8::1
42
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4%:!
6+> 28+1 Oqcqz hbnc > >%:!
1+: 6+6 Cqxbel hbnc : :%:!
Gq`kbf 2:: 2::!
_q`hax 7 Dbtb zaeakntnbe ~bel dnmkbf 8::1
Kahnf gakbse~b dbtb taetbel hqctn insnc btbs zakb~bebe gbsb sn`zbebe dn
HXN Cbetmx Obhbel Zbttn`qxb _a`bxbel taxsahqt dn btbs dbzbt dnsbgncbe saobxb
lxbins zbdb dnblxb` hbtbel haxncqt nen%
Lb`hbx 4%8% Dnblxb` Dnstxnhqsn Cbtalmxn Hqctn Insnc HXN
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4>
Haxdbsbxcbe lb`hbx 4%8 dn btbs `aeqegqccbe hbf|b sahblnbe hasbx
xaszmedae ~bntq 1> mxbel xaszmedae `ae~btbcbe hqctn insnc tax`bsqc cbtalmxn
hbnc+ sadbelcbe ~bel zbknel caonk `ae~btbcbe oqcqz hbnc sahbe~bc > mxbel
xaszmedae%
8% CabedbkbeHaxdbsbxcbe dbtb fbsnk zaeakntnbe `aeqegqccbe hbf|b xbtb-xbtb scmx
cabedbkbe zakb~bebe bdbkbf 2
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1:
Haxdbsbxcbe lb`hbx 4%? dn btbs `aeqegqccbe hbf|b sahblnbe hasbx
xaszmedae ~bntq 99 mxbel `ae~btbcbe cabedbkbe zakb~bebe tax`bsqc cbtalmxn
hbnc+ sadbelcbe ~bel zbknel sadncnt `ae~btbcbe oqcqz hbnc ~bntq sahbe~bc >
xaszmedae%
?% Db~b TbellbzHaxdbsbxcbe dbtb fbsnk zaeakntnbe `aeqegqccbe hbf|b xbtb-xbtb scmx db~b
tbellbz bdbkbf 6+8 daelbe zaxsaetbsa 96+8! dbe tax`bsqc cbtalmxn hbnc% _aobxb
kahnf xneon dntnegbq dbxn gb|bhbe `bsnel-`bsnel xaszmedae dnzaxmkaf fbsnk sazaxtn
taxbelcq` zbdb tbhak haxncqt 7
Tbhak 4%9% Dnstxnhqsn Db~b Tbellbz Cbx~b|be
_cmx gb|bhbe Cxntaxnb I Zaxsaetbsa
>+> 28+: _belbt hbnc 82 82%:!
+6 Hbnc 41 41%:!
1+4
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8/7/2019 Pengaruh Kualitas Jasa Layanan Simpanan Terhadap Kepuasan Nasabah BRI Kantor Cabang Pattimura Semarang
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12
Haxdbsbxcbe lb`hbx 4%4 dn btbs `aeqegqccbe hbf|b sahblnbe hasbx
xaszmedae ~bntq 41 xaszmedae `ae~btbcbe hbf|b db~b tbellbz cbx~b|be `bsqc
dbkb` cbtalmxn hbnc+ sadbelcbe ~bel zbknel caonk `ae~btbcbe cqxbel hbnc ~bntq
< xaszmedae%
4% Gb`nebeHaxdbsbxcbe dbtb fbsnk zaeakntnbe `aeqegqccbe hbf|b xbtb-xbtb scmx
gb`nebe bdbkbf 26+4 daelbe zaxsaetbsa +1 Hbnc
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18
Haxdbsbxcbe lb`hbx 4%1 dn btbs `aeqegqccbe hbf|b sahblnbe hasbx
xaszmedae ~bntq +: daelbe zaxsaetbsa +> 28+: _belbt hbnc 81 81%:!
+6 Hbnc 1> 1>%:!
1+4
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8/7/2019 Pengaruh Kualitas Jasa Layanan Simpanan Terhadap Kepuasan Nasabah BRI Kantor Cabang Pattimura Semarang
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1?
Haxdbsbxcbe Lb`hbx 4%9 dn btbs `aeqegqccbe hbf|b sahblnbe hasbx
xaszmedae ~bntq 1> mxbel `ae~btbcbe hbf|b a`zbtn cbx~b|be HXN Cbetmx
Obhbel Zbttn`qxb _a`bxbel `bsqc dbkb` cbtalmxn hbnc+ sadbelcbe ~bel zbknel
caonk ae~btbcbe cqxbel hbnc sahbe~bc ? xaszmedae%
4%2%? Cazqbsbe EbsbhbfLb`hbxbe taetbel cazqbsbe ebsbhbf HXN Cbetmx Obhbel Zbttn`qxb
_a`bxbel haxdbsbxcbe gb|bhbe belcat ~bel dnhaxncbe `bsnel-`bsnel xaszmedae
dnzaxmkaf fbsnk sazaxtn dnsbgncbe zbdb tbhak haxncqt%
Tbhak 4%>% Dnstxnhqsn Cazqbsbe Ebsbhbf
_cmx gb|bhbe Cxntaxnb i Zaxsaetbsa
41+9 19+: _belbt `a`qbscbe 8: 8:%:!
?1+2 41+1 @a`qbsbcbe 91 91%:!
84+9 ?1+: Oqcqz `a`qbscbe 24 24%:!
24+: 84+1 Cqxbel `a`qbscbe 2 2%:!
Gq`kbf 2:: 2::!_q`hax 7 Dbtb zaeakntnbe ~bel dnmkbf 8::1
Kahnf gakbse~b dbtb taetbel cazqbsbe ebsbhbf HXN Cbetmx Obhbel Zbttn`qxb
_a`bxbel taxsahqt dn btbs dbzbt dnsbgncbe saobxb lxbins zbdb dnblxb` hbtbel haxncqt 7
Lb`hbx 4%
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14
Dbxn tbhak zaxfntqelbe zbdb kb`znxbe+ dbzbt dncatbfqn hbf|b hasbxe~b scmx
xbtb-xbtb cazqbsbe ebsbhbf `aeobzbn 42+:+ daelbe zaxsaetbsa
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8/7/2019 Pengaruh Kualitas Jasa Layanan Simpanan Terhadap Kepuasan Nasabah BRI Kantor Cabang Pattimura Semarang
71/89
11
Lb`hbx 4%6% Dnblxb` Dnstxnhqsn Cbtalmxn Cazqbsbe Ebsbhbf
Haxdbsbxcbe lb`hbx 4%6 dn btbs `aeqegqccbe hbf|b sahblnbe hasbx
ebsbhbf ~bntq 9> mxbel `ae~btbcbe casasqbnbe fbxbzbee~b `bsqc cbtalmxn
sasqbn sadbelcbe ~bel zbknel caonk ~bntq ? xaszmedae `ae~btbcbe oqcqz sasqbn
fbxbzbe%
8% Ca`qdbfbe a`zaxmkaf GbsbHaxdbsbxcbe dbtb fbsnk zaeakntnbe `aeqegqccbe hbf|b xbtb-xbtb scmx
ca`qdbfbe `a`zaxmkaf gbsb zakb~bebe sn`zbebe dn HXN Cbetmx Obhbel
Zbttn`qxb _a`bxbel bdbkbf 29+6 daelbe zaxsaetbsa +9 84+: _belbt `qdbf 82 82%:!
21+2 2>+1 @qdbf 1? 1?%:!
2:+9 21+: Oqcqz `qdbf 88 88%:!
9+: 2:+: _qknt 4 4%:!
Gq`kbf 2:: 2::!
_q`hax 7 Dbtb zaeakntnbe ~bel dnmkbf 8::1
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8/7/2019 Pengaruh Kualitas Jasa Layanan Simpanan Terhadap Kepuasan Nasabah BRI Kantor Cabang Pattimura Semarang
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19
Kahnf gakbse~b dbtb taetbel za`axmkafbe kb~bebe dbzbt dnsbgncbe saobxb
lxbins zbdb dnblxb` hbtbel haxncqt nen%
Lb`hbx 4%>% Dnblxb` Dnstxnhqsn Cbtalmxn Za`axmkafbe gbsb
Haxdbsbxcbe lb`hbx 4%> dn btbs `aeqegqccbe hbf|b sahblnbe hasbx
ebsbhbf ~bntq 1? xaszmedae `ae~btbcbe obxb `a`zaxmkaf gbsb kb~bebe sn`zbebe
dn HXN Cbetmx Obhbel Zbttn`qxb _a`bxbel bdbkbf `qdbf+ sadbelcbe ~bel
zbknel caonk ~bntq sahbe~bc 4 xaszmedae `ae~btbcbe sqknt%
?% Casadnbbe axacm`aedbsncbeHaxdbsbxcbe dbtb fbsnk zaeakntnbe `aeqegqccbe hbf|b xbtb-xbtb scmx
casadnbbe `axacm`aedbsncbe bdbkbf 22+6 daelbe zaxsaetbsa
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1
2% Cmestbetb 0 :+642Gncb ybxnbhak hqctn insnc+ cabedbkbe+ db~b tbellbz+ gb`nebe dbe a`zbtn 0 cmestbe+
`bcb cazqbsbe ebsbhbf bcbe aegbdn sahasbx :+642 zmnet%
8% Cmainsnae V2 &hqctn insnc. 0 :+44?Gncb hqctn insnc `aelbkb`n zaenelcbtbe sahasbx 2 &sbtq. zmnet sa`aetbxb
cabedbkbe+ db~b tbellbz+ gb`nebe dbe a`zbtn dnbellbz tatbz+ `bcb bcbe
`ae~ahbhcbe caebncbe cazqbsbe ebsbhbf sahasbx :+44? zmnet%
?% Cmainsnae V8 &cabedbkbe. 0 :+426Gncb cabedbkbe `aelbkb`n zaenelcbtbe sahasbx 2 &sbtq. zmnet sa`aetbxb hqctn
insnc+ db~b tbellbz+ gb`nebe dbe a`zbtn dnbellbz tatbz+ `bcb bcbe `ae~ahbhcbe
cazqbsbe zakbellbe sahasbx :+426 zmnet%
4% Cmainsnae V? &db~b tbellbz. 0 :+61>Gncb a`zbtn `aelbkb`n zaenelcbtbe sahasbx 2 &sbtq. zmnet sa`aetbxb hqctn insnc+
cabedbkbe+ db~b tbellbz+ dbe gb`nebe dnbellbz tatbz+ `bcb bcbe `ae~ahbhcbe
caebncbe cazqbsbe zakbellbe sahasbx :+9>> zmnet%
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8/7/2019 Pengaruh Kualitas Jasa Layanan Simpanan Terhadap Kepuasan Nasabah BRI Kantor Cabang Pattimura Semarang
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9:
Dbkb` xbelcb zaelqgnbe fnzmtasns ~bel takbf dnbgqcbe dnkbcqcbe daelbe
`aellqebcbe bkbt qgn stbtnstnc ~bntq qgn I dbe qgn t%
2% Zaelqgnbe _aobxb _n`qktbe &Qgn I.Zaelqgnbe fnzmtasns saobxb sn`qktbe daelbe bebknsns ybxnbes qetqc xalxasn
daelbe hbetqbe cm`zqtax zxmlxb` _Z__ imx \nedm|s xakabsa 22 ~bel
taxbelcq` zbdb zbdb tbhak 4%2? dnzaxmkaf I fntqel 0 6?+49? daelbe fbxlb
snlenincbesn sahasbx :+:::% Cbxaeb fbxlb snlenincbesn cqxbel dbxn :+:1+
`aeqegqccbe hbf|b enkbn I fntqel ~bel dnzaxmkaf taxsahqt snlenincbe safnellb
fnzmtasns enfnk &Fm. dntmkbc+ sadbelcbe fnzmtasns zaeakntnbe ~bel haxhqe~n
Cqbkntbs gbsb ~bel `aknzqtn hqctn insnc+ cabedbkbe+ db~b tbellbz+ gb`nebe dbe
a`zbtn saobxb sn`qktbe `a`nkncn zaelbxqf taxfbdbz cazqbsbe ebsbhbf HXN
Cbetmx Obhbel Zbttn`qxb _a`bxbel dntaxn`b%
Daxbgbt fqhqelbe betbxb hqctn insnc+ cabedbkbe+ db~b tbellbz+ gb`nebe
dbe a`zbtn daelbe cazqbsbe ebsbhbf saobxb haxsb`b-sb`b btbq saobxb sn`qktbe
dbzbt dncatbfqn dbxn fbxlb cmxakbsn saobxb sn`qktbe btbq X% Haxdbsbxcbe fbsnk
bebknsns daelbe `aellqebcbe zxmlxb` cm`zqtbsn _Z__ imx \nedm|s xakabsa 22
~bel taxbelcq` zbdb tbhak 4%2? dnzaxmkaf fbxlb cmainsnae cmxakbsn saobxb
sn`qktbe &X. sahasbx :+>:?% Cahaxbxtnbe dbxn cmxakbsn saobxb sn`qktbe nen dnqgn
daelbe qgn I% Dbxn fbsnk zaelqgnbe taxsahqt dn`beb dnzaxmkaf Ifntqel 0 6?+49?
daelbe fbxlb snlenincbesn sahasbx :+::: ; :+:1+ `bcb dbzbt dnbxtncbe hbf|b
fqhqelbe betbxb hqctn insnc+ cabedbkbe+ db~b tbellbz+ gb`nebe dbe a`zbtn
daelbe cazqbsbe ebsbhbf HXN Cbetmx Obhbel Zbttn`qxb taxsahqt snlenincbe%
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92
Hasbxe~b zaelbxqf hqctn insnc+ cabedbkbe+ db~b tbellbz+ gb`nebe dbe
a`zbtn taxfbdbz cazqtqsbe ebsbhbf dbzbt dncatbfqn dbxn fbxlb cmainsnae
datax`nebsn sn`qktbe &X8.% Haxdbsbxcbe fbsnk bebknsns zbdb tbhak 24%? dnzaxmkaf
fbxlb X8
sahasbx :+629% Daelbe da`ncnbe `aeqegqccbe hbf|b hqctn insnc+
cabedbkbe+ db~b tbellbz+ gb`nebe dbe a`zbtn saobxb haxsb`b-sb`b
`a`zaelbxqfn cazqbsbe ebsbhbf HXN Cbetmx Obhbel Zbttn`qxb sahasbx 62+9!
dbe snsbe~b ~bntq 26+4! dnzaelbxqfn mkaf ibctmx kbne ~bel tndbc dncbgn dbkb`
zaeakntnbe nen%
8% Zaelqgnbe Fnzmtasns _aobxb Zbxsnbk &Qgn t.Zaelqgnbe fnzmtasns saobxb zbxsnbk nen dn`bcsqdcbe qetqc `aelqgn
cahaxbxtnbe zaelbxqf dbxn `bsnel-`bsnel ybxnbhak hahbs ~bntq hqctn insnc &V2.+
cabedbkbe &V8.+ db~b tbellbz &V?.+ gb`nebe &V4. dbe gb`nebe &V1. taxfbdbz
cqbkntbs gbsb kb~bebe &^.%
b% Zaelbxqf hqctn insnc taxfbdbz cazqbsbe ebsbhbfHaxdbsbxcbe fbsnk zaxfntqelbe zbdb kb`znxbe dbe taxbelcq` zbdb
tbhak 4%2?% dn btbs `aeqegqccbe hbf|b qetqc ybxnbhak hqctn insnc dnzaxmkaf
cmainsnae xalxasn sahasbx :+44?% Qgn cahaxbxtnbe cmainsnae xalxasn daelbe qgn t
dnzaxmkaf tfntqel 0 8+298 daelbe snlenincbesn :+:??% Cbxaeb fbxlb snlenincbesn
~bel dnzaxmkaf cqxbel dbxn :+:1+ `aeqegqccbe hbf|b enkbn t ~bel dnzaxmkaf
taxsahqt snlenincbe+ fbk nen haxbxtn hbf|b ybxnbhak hqctn insnc &V2.
haxzaelbxqf saobxb snlenincbe taxfbdbz cqbkntbs gbsb kb~bebe &^.%
h% Zaelbxqf cabedbkbe taxfbdbz cazqbsbe ebsbhbfHaxdbsbxcbe fbsnk zaxfntqelbe zbdb kb`znxbe dbe taxbelcq` zbdb
tbhak 4%2?% dn btbs `aeqegqccbe hbf|b qetqc ybxnbhak cabedbkbe dnzaxmkaf
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8/7/2019 Pengaruh Kualitas Jasa Layanan Simpanan Terhadap Kepuasan Nasabah BRI Kantor Cabang Pattimura Semarang
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98
cmainsnae xalxasn sahasbx :+426% Qgn cahaxbxtnbe cmainsnae xalxasn daelbe qgn t
dnzaxmkaf tfntqel 0 8+86? daelbe snlenincbesn :+:81% Cbxaeb fbxlb snlenincbesn
~bel dnzaxmkaf cqxbel dbxn :+:1+ `aeqegqccbe hbf|b enkbn t ~bel dnzaxmkaf
taxsahqt snlenincbe+ fbk nen haxbxtn hbf|b ybxnbhak cabedbkbe &V8.
haxzaelbxqf saobxb snlenincbe taxfbdbz cqbkntbs gbsb kb~bebe &^.%
o% Zaelbxqf gb`nebe taxfbdbz cazqbsbe ebsbhbfHaxdbsbxcbe fbsnk zaxfntqelbe zbdb kb`znxbe dbe taxbelcq` zbdb
tbhak 4%2?% dn btbs `aeqegqccbe hbf|b qetqc ybxnbhak db~b tbellbz dnzaxmkaf
cmainsnae xalxasn sahasbx :+61>% Qgn cahaxbxtnbe cmainsnae xalxasn daelbe qgn t
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8/7/2019 Pengaruh Kualitas Jasa Layanan Simpanan Terhadap Kepuasan Nasabah BRI Kantor Cabang Pattimura Semarang
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9?
dnzaxmkaf tfntqel 0 8++
cminsnae cmxakbsn zbxsnbk betbxb db~b tbellbz daelbe cqbkntbs gbsb kb~bebe sahasbx
:+?:6+ cminsnae cmxakbsn betbxb gb`nebe daelbe cqbkntbs gbsb kb~bebe sahasbx
:+429 dbe cminsnae cmxakbsn betbxb a`zbtn daelbe cqbkntbs gbsb kb~bebe sahasbx
:+89>%
Hasbxe~b zaelbxqf `bsnel-`bsnel ybxnbhak hahbs taxfbdbz ybxnbhak
taxncbt dbzbt dncatbfqn dbxn hasbxe~b cmainsnae datax`nebsn saobxb zbxsnbk &x8. dbxn
`bsnel-`bsnel ybxnbhak taxsahqt% Daelbe da`ncnbe hasbxe~b zaelbxqf hqctn insnc
taxfbdbz cqbkntbs gbsb kb~bebe bdbkbf 4+6!+ hasbxe~b zaelbxqf cabedbkbe
taxfbdbz cqbkntbs gbsb kb~bebe bdbkbf 1+8!+ hasbxe~b zaelbxqf db~b tbellbz
taxfbdbz cqbkntbs gbsb kb~bebe bdbkbf >+1!+ hasbxe~b zaelbxqf gb`nebe taxfbdbz
cqbkntbs gbsb kb~bebe bdbkbf 2
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8/7/2019 Pengaruh Kualitas Jasa Layanan Simpanan Terhadap Kepuasan Nasabah BRI Kantor Cabang Pattimura Semarang
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94
4%2%1 Fbsnk Qgn Bsq`sn Ckbsnc2% Qgn Emx`bkntbs
Fbsnk zaxfntqelbe emx`bkntbs dbtb zbdb kb`znxbe `aeqegqccbe hbf|b
zae~ahbxbe zkmt haxbdb dn sacntbx dbe sazbegbel lbxns 41m
+ daelbe da`ncnbe
`aeqegqccbe hbf|b dbtb-dbtb zbdb ybxnbhak zaeakntnbe haxdnstxnhqsn emx`bk%
Kahnf gakbse~b zae~ahbxbe zkmt taxsahqt dbzbt dnknfbt zbdb lb`hbx dn hb|bf nen%
Lb`hbx 4%22% Lb`hbx Zae~ahbxbe Zkmt Qgn Emx`bkntbs
8% Qgn @qktncmkneabxntbsHaxdbsbxcbe fbsnk qgn `qktncmknenaxntbs daelbe `aknfbt cmxakbsn betbxb
ybxnbhak hahbs dnzaxmkaf ~bntq betbxb ybxnbhak V2 daelbe V8 sahasbx :+9>9+
betbxb V2+ daelbe V? sahasbx :+91:+ betbxb V2 daelbe V4 sahasbx :+946+ betbxb
V2 daelbe V1 sahasbx :+92?+ betbxb V8 daelbe V? sahasbx :+
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91
?% Qgn FataxmscadbstnsntbsHaxdbsbxcbe fbsnk bebknsns daelbe zxmlxb` cm`zqtbsn _Z__ imx \nedm|s
xakabsa 2: dnzaxmkaf sobttax zkmt~bel tndbc `a`haetqc zmkb taxtaetq+ `bcb `mdak
xalxasn tndbc `a`nkncn lagbkb fataxmscadbstnsntbs% Kahnf gakbse~b zmkb sobttax zkmt
dbxn fbsnk zaxfntqelbe dnzaxknfbtcbe dn hb|bf nen%
Lb`hbx 4%28% Lb`hbx _obttaxzkmt
Haxdbsbxcbe catnlb zaelqgnbe bsq`sn ckbsn dn btbs `aeqegqccbe hbf|b
`mdak xalxasn haxlbedb ~bel dnzaxmkaf tndbc `aelbkb`n zae~n`zbelbe bsq`sn
ckbsnc safnellb ainsnae qetqc `aellb`hbxcbe haetqc fqhqelbe betbx ybxnbhak
zaeakntnbe%
4%8 Za`hbfbsbeFbsnk zaeakntnbe `aeqegqccbe hbf|b cqbkntbs zakb~bebe gbsb haxzaelbxqf
saobxb snlenincbe taxfbdbz cazqbsbe ebsbhbf HXN Cbetmx Obhbel Zbttn`qxb
_a`bxbel% Hasbxe~b zaelbxqf ybxnbhak cqbkntbs gbsb kb~bebe ~bel `aknzqtn hqctn
insnc+ cabedbkbe+ db~b tbellbz+ gb`nebe dbe a`zbtn saobxb haxsb`b sb`b btbq
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sn`qktbe ~bntq sahasbx :+629 btbq 62+9!% Daelbe da`ncnbe dbzbt dnsn`zqkcbe zqkb
hbf|b cazqbsbe ebsbhbf HXN Cbetmx Obhbel Zbttn`qxb _a`bxbel dnzaelbxqfn mkaf
ibctmx kbne sakbne ybxnbhak hahbs zbdb zaeakntnbe nen sahasbx :+264 btbq 26+4!%
Haetqc zaelbxqf betbxb cqbkntbs gbsb daelbe cazqbsbe ebsbhbf bdbkbf zaelbxqf
zmsntni ~bel dntqegqccbe dbxn fbxlb-fbxlb cmainsnae xalxasn `bqzqe cmainsnae
cmxakbsn ~bel haxtbedb zmsntni% Daelbe da`ncnbe dbzbt dngakbscbe hbf|b gncb ybxnbhak
cqbkntbs zakb~bebe gbsb ebsbhbf HXN Cbetmx Obhbel Zbttn`qxb _a`bxbel ~bel taxdnxn
dbxn hqctn insnc+ cabedbkbe+ db~b tbellbz+ gb`nebe dbe a`zbtn dntnelcbtcbe+ `bcb
bcbe dnncqtn daelbe `aenelcbte~b cazqbsbe ebsbhbf dbe sahbknce~b gncb ybxnbhak
cqbkntbs zakb~bebe gbsb ebsbhbf HXN Cbetmx Obhbel Zbttn`qxb _a`bxbel ~bel taxdnxn
dbxn hqctn insnc+ cabedbkbe+ db~b tbellbz+ gb`nebe dbe a`zbtn `aeqxqe+ `bcb bcbe
dnncqtn daelbe `aeqxqee~b cazqbsbe ebsbhbf% Daelbe da`ncnbe qetqc `aegb`ne
cazqbsbe ebsbhbf sbkbf sbtq qzb~b ~bel dbzbt dnkbcqcbe bdbkbf daelbe `aegb`ne
cqbkntbs gbsb kb~bebe blbx tatbz hbnc% _ahbh cmetxnhqsn btbq zaelbxqf cqbkntbs gbsb
kb~bebe taxfbdbz cazqbsbe ebsbhbf nen xakbtni tnelln%
Tnellne~b zaelbxqf cqbkntbs gbsb kb~bebe taxfbdbz cazqbsbe ebsbhbf
dncbxaebcbe zbdb hnsens gbsb+ cqbkntbs zakb~bebe cadqdqcbee~b sbelbt yntbk qetqc
`aegb`ne cazqbsbe ebsbhbf% Bzbhnkb fbsnk zbdb zaeakntnbe nen dnfqhqelcbe daelbe
tamxn ~bel dnca`qcbcbe mkaf Enx|beb &8::4 7 ?:. ~bel `ae~btbcbe hbf|b
za`bsbxbe gbsb cfqsqse~b gbsb zaxhbecbe ~bel haxlaxbc dn hndbel inebeoa sbelbt
haxtq`zq zbdb gbsb zakb~bebe taxqtb`b zaxbe dbxn zbxb stbi dbe cbx~b|be% Zakb~bebe
stbi dbe cbx~b|be ~bel hqxqc bcbe `ae~ahbhcbe ebsbhbf aellbe haxfqhqelbe
kahnf kbegqt daelbe hbec+ hbfcbe tndbc `aeqtqz ca`qelcnebe ebsbhbf hbec bcbe
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Fbsnk dascxnzsn dbtb `aeqegqccbe hbf|b HXN Cbetmx Obhbel Zbttn`qxb
_a`bxbel `a`nkncn cakn`b cm`zmeae cqbkntbs gbsb kb~bebe saobxb hbnc% Dntnegbq dbxn
hqctn insnce~b HXN Cbetmx Obhbel Zbttn`qxb _a`bxbel+ `aeqxqt zaxe~btbbe
sahblnbe hasbx xaszmedae `a`nkncn sbxbeb fbkb`be zbxcnx ~bel e~b`be dbe
`a`bdbn+ cahaxsnfbe netaxnmx knelcqelbe hbec ~bel taxgblb daelbe hbnc+ cahaxsnfbe
acstaxnmx knelcqelbe hbec ~bel taxgblb daelbe hbnc+ zalb|bn hbec ~bel
haxzaeb`znkbe xbzn dbe `aebxnc saxtb cakaelcbzbe sbxbeb dbe zxbsbxbeb zaeqegbel
txbesbcsn ~bel `a`bdbn% Daelbe dn`nkncne~b salbkb cmednsn insnc hbec ~bel
`a`bdbn taxsahqt taetqe~b bcbe `a`haxncbe cae~b`be hbln ebsbhbf dbkb`
`akbcqcbe txbesbcsn%
Dntnegbq dbxn cabedbkbe dbkb` `a`haxncbe zakb~bebe `aeqxqt zaxe~btbbe
sahblnbe xaszmedae ebsbhbf HXN Cbetmx Obhbel Zbttn`qxb _a`bxbel takbf `b`zq
`a`haxncbe zakb~bebe saobxb fbedbk% Fbk nen dntqegqccbe dbxn zakb~bebe za`hqcbbe
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xacaenel ~bel dnkbcsbebcbe saobxb oazbt dbe tazbt+ zakb~bebe zae~atmxbe dbeb
ebsbhbf ~bel dnkbcsbebcbe saobxb oazbt+ zaebxncbe dbe zae~atmxbe ~bel dbzbt
dnkbcsbebcbe dn sa`qb obhbel `akbkqn gbxnelbe ~bel takbf meknea+ zakb~bebe
zaebxncbe dbeb ~bel dbzbt dnkbcsbebcbe saobxb oazbt hbnc `akbkqn takkax `bqzqe
BT@+ zakb~bebe txbesbcsn ~bel dbzbt dnkbcqcbe sasqbn daelbe gb` caxgb hbec+ dbe
`bsnf tatbz dnkb~bene~b ebsbhbf zbdb sbbt gb` caxgb |bkbqzqe daelbe gq`kbf
cbx~b|be ~bel tndbc zaeqf% Daelbe bdbe~b ca`qdbfbe dbe caoazbtbe dbkb`
`akbcqcbe txbesbcsn taxsahqt `bcb ebsbhbf bcbe `axbsb taxzqbscbe dbe bcbe tatbz
`a`bcbn gbsb kb~bebe nen qetqc |bctq-|bctq ~bel bcbe dbtbel%
Dntnegbq dbxn db~b tbellbz zatqlbse~b `aeqegqccbe hbf|b saobxb q`q`
takbf hbnc% Zatqlbs HXN Cbetmx Obhbel Zbttn`qxb _a`bxbel takbf `b`zq
`a`haxncbe kb~bebe neimx`bsn cazbdb ebsbhbf saobxb oazbt dbe `b`zq `aebelben
cakqfbe ebsbhbf saobxb oazbt+ bcbe tatbzn dntnegbq dbxn betxnbe ~bel fbxqs dnta`zqf
mkaf ebsbhbf sbbt bcbe `akbcqcbe txbecsbsn xakbtni zbegbel dbe `aega`qcbe
`ascnzqe takbf bdb em`mx qxqt betxnbe ~bel dnsadnbcbe mkaf znfbc hbec%
Dntnegbq dbxn bszac gb`nebe haxdbsbxcbe zaxe~btbbe sahblnbe hasbx
xaszmedae `aeqegqccbe hbf|b `bxcatnel miinoaxdn HXN Cbetmx Obhbel Zbttn`qxb
_a`bxbel takbf taxb`znk dbkb` `akb~ben ebsbhbf+ oqstm`ax saxynoa ta