Loyalitas Konsumen Pengguna Transportasi Online Grab

OB]FYBJ ]UKDFOFAK DFJU\@LJ ‟OF[BOKSBU DFJU\@LJ ]LJAA\JB SYBJU]FYSBUK FJOK JL AYBI‐

Folh @\S@BKJJBH J\Y YBH@B @BGKC 2<12=32==<

NBD\OSBU ]UKDFOFAK \JK^LYUKSBU JLALYK @BDBUUBY @BDBUUBY 9=28

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DBSB ]LJABJSBY

Bssbobùbobkdu` Qbrfh`btuoobhk Qbibrfdbtuh ]ugk syudur dktb pbjgbtdbj dlhbckrbt Boobh UQS btbs rbh`bt cbj hkcbybh-Jyb, slhkjaab

pljyusujbj

obpfrbj

`btb

duokbh

]skdfofak

Dfjsu`lj

cbpbt

tlrslolsbkdbj. Ubob` cbj slobwbt dlpbcb gujgujabj Jbik @uhb``bc UBQ ybja tlobh `lìbwb dktb cbrk bob` ybja alobp bdbj dltkcbdtbhubj `ljugu bob` tlrbja bdbj koù pljaltbhubj. ]ljuoks `ljybcbrk ibhwb `bskh ibjybd dldurbjabj cbj dlsbobhbj cbob` pljyusujbj obpfrbj kjk dbrljb pljuoks hbjybobh `bjuskb ikbsb ybja tkcbd ouput cbrk dlsbobhbj. ]ljuoksk `l`plrfolh cudujabj cbj `ftkvbsk cbrk ilribabk pkhbd slob`b pljyusujbj obpfrbj kjk. Folh dbrljb ktu, pljuoks `ljauebpdbj tlrk`b dbskh dlpbcb dlcub frbja tub, sbucbrb, cfslj pljab`puh `btb duokbh, pbrtkskpbj pljloktkbj, cbj slùb pkhbd ybja `lìbjtu `lìbjtu cbob` pljylolsbkbj obpfrbj kjk. ]ljuoks ilrhbrbp sl`fab obpfrbj kjk cbpbt ilr`bjnbbt ibak slùb frbja.

@bdbssbr, 98 @lk 9=28

@ut`bkjjbh J Y @











CBNSBY KUK

UB@]\O .......................................... ................................................................. ............................................. ........................................ .................. k DBSB ]LJABJSBY .................................... .......................................................... ............................................ .......................... .... kk CBNSBY KUK ............................................ .................................................................. ............................................ ................................. ........... kkk IBI K ]LJCBH\O\BJ .......................................... ................................................................ ..................................... ............... 2 IBI KK DBGKBJ SLFYKSKU............................................ .................................................................. ............................. ....... 3

B. Clnkjksk ............................................ .................................................................. ............................................ ................................. ........... 3 I. Nbdtfr ybja `l`ljabruhk.......................... `l`ljabruhk................................................. ......................................... .................. 3 E. Bspld........................................... ................................................................. ............................................ ..................................... ............... < C. Kjckdbtfr ............................................ ................................................................... ............................................. ............................. ....... > IBI KKK @LSFCL ..................................... ........................................................... ............................................. .............................. ....... 1

B. @ltfcl pljloktkbj ........................................... ................................................................. ........................................ .................. 1 I. ]fpuobsk cbj Ub`plo ........................ .............................................. ............................................ ................................. ........... 1 E. Ioul E. Ioul prkjt ............................................ ................................................................... ............................................. ............................. ....... 8 C. Udbob ............................................ .................................................................. ............................................ ..................................... ............... 8 IBI K^ HBUKO ]LJLOKSKBJ........................................... .................................................................. .......................... ... 2=

B. Clsdrkpsk hbsko bjboksks cbtb .......................................... ................................................................. .......................... ... 2= I. ]lìbhbsbj ............................................ .................................................................. ............................................ .......................... .... 28 IBI ^ DLUK@]\OBJ ........................................................... ................................................................................. ...................... 9= CBNSBY ]\USBDB ................................................ ...................................................................... ..................................... ............... 92











IBI K ]LJCBH\O\BJ

Juarfhf (9==872>) `ljalùdbdbj ibhwb trbjspfrtbsk `l`kokdk plrbj pljtkja ibak `bsybrbdbt Kjcfjlskb ckslibidbj folh nbdtfr alfarbnks `ljylibidbj pljabjadutbj ckobdudbj `lobouk cbrbt, plrbkrbj, cbj ucbrb. Dbosu` cbj Gkjeb (9=21755) `ljalùdbdbj ibhwb plrdlìbjabj dftb ilsbr ck jlabrb il rdlìbja eljclruja `ljabob`k ldspbjsk dl oubr ibtbsbj dftb kjtk `ljugu wkobybh sldktbr. Nljf`ljb tlrsliut `ljylibidbj plrdlìbjabj dftb ck wkobybh suiuribj suiuribj cbj `ljekptbdbj

pusbt

bdtkvktbs

ibru

ck

dbwbsbj

pkjaakrbj

ilrupb

uribj

clefjeljtrbtkfj. clefjeljtrbtkfj. \ribj clefjeljtrbtkfj bcbobh clefjeljtrbtkfj bcbobh pljylibrbj dfjsljtrbsk pljcucud pl jcucud cbj bdtkvktbs ildlrgb dbrljb pljabruh cbrk plrtuìuhbj dbwbsbj rlskcljskbo ck pkjaakrbj tlr`bsud dftb @bdbssbr. Dbosu` cbj Gkjeb (9=21753) `ljalùdbdbj ibhwb prfsls cldfjljtrbsk pljcucud `l`kokdk ekrk plrslibrbj pljcucud ybja `ljkjadbt slibabk prfsls suiuribjksbsk `ljabrbh dl wkobybh pkjaakjrbj. I]U (9=23) `ljujguddbj rbtbrbtb guòbh pljcucud dftb @bdbssbr pbcb tbhuj 9==1-9=23 ilrguòbh sldktbr 2.55.385 gkwb/tbhuj cljabj plrtuìuhbj slibjybd 9,29% plr tbhuj. Obgu plrtuìuhbj pljcucud skajknkdbj pbcb wkobybh pkjaakrbj slplrtk dleb`btbj Sb`bobjrlb cljabj plrtuìuhbj sldktbr 5,9;% plr tbhuj, Ikrkjadbjbyb cljabj >,5>%, @bjaabob slibjybd 3,31%, cbj Ybppfekjk cljabj plrtuìuhbj sldktbr 2,8;% plr tbhujjyb. ]lrljebjbbj Dftb Kjcfjlskb tbhuj 9=2< (Dbosu` cbj Gkjeb,











bdtkvktbs dl wkobybh pkjaakrbj `ljabdkibtdbj `bsbobh ibru, ybktu `bsbobh trbjspfrtbsk. Guòbh pljcucud Dftb @bdbssbr tlrus `ljabob`k pljkjadbtbj sltkbp tb huj. Cbtb plrtuìuhbj pljcucud tlrsliut ckobjskr cbrk Ckjbs Dlpljcucudbj cbj ]ljebtbtbj Ukpko ùobk tbhuj 9=2< hkjaab 9=21. ]bcb tbhuj 9=2<, guòbh pljcucud Dftb @bdbssbr ilrbcb ckbjadb 2.><5.58> gkwb. Guòbh pljcucud ilrtbìbh ibjybd slilsbr <.221 gkwb pbcb tbhuj 9=2> `ljgbck 2.><8.<=5 gkwb. Bjadb tlrsliut `ljabob`k pljkjadbtbj ybja skajknkdbj slilsbr 222.321 gkwb pbcb tbhuj 9=21, slhkjaab `ljebpbk 2.1>;.;9= gkwb pbcb @brlt 9=21. ]lrdlìbjabj tldjfofak kjtlrjlt guab kdut ilrdlìbja cbj `ljauibh abyb hkcup `bsybrbdbt ck slouruh wkobybh Kjcfjlskb, dhususjyb Dftb @bdbssbr. Uybnrkjf (9=2172) `ljalùdbdbj ibhwb `ljkjadbtjyb pljaaujbbj kjtlrjlt `lobouk s`brtphfjl s`brtphfjl ck dbobjabj `bsybrbdbt `ljaujcbja hbckrjyb trbjspfrtbsk fjokjl fjokjl ck Kjcfjlskb. Srbjspfrtbsk fjokjl fjokjl bcbobh obybjbj ybja `lùcbhdbj `bsybrbdbt cbob` `lobdudbj `fikoktbs plrgbobjbj. Srbjspfrtbsk fjokjl ybja ilrfplrbsk ck Kjcfjlskb, ybktu Arbi, Af-Gld, cbj \ilr. ]bcb tbhuj 9=2> dhususjyb ujtud trbjspfrtbsk fjokjl fjokjl Arbi `ljabob`k pljkjadbtbj slilsbr >==% cbrk guòbh pl`bdbkbj ybja ckdlùdbdbj folh @bjbakja Ckrletfr Arbi. Arbi. ]ljkjadbtbj plrtuìuhbj dkjlrgb cktfpbja folh fplrbskfjbo Arbi ck tuguh dftb ck Kjcfjlskb, ybktu Gbdbrtb, Ibjcuja, Uurbibyb, Ibok, ]bcbja, @bdbssbr, cbj @lcbj (Dbtbcbtb.ef.kc). @bjcbraujb (9=21) `ljalùdbdbj ibhwb Dftb @bdbssbr `l`kokdk olikh











ybja cktbwbrdbj dlpbcb `bsybrbdbt. Dfjsu`lj `ljgbck olikh sloldtkn dltkdb `lìubt dlputusbj, slhkjaab plrusbhbbj ckhbrusdbj ujtud `lobdudbj usbhb ujtud `ljbrkd dfjsu`lj `ljaaujbdbj cbj `lìlok gbsb ybja cktbwbrdbj. Dftolr (@bjcbraujb, 9=21) `ljalùdbdbj ibhwb dlputusbj plìlokbj bcbobh prlnlrljsk dfjsu`lj tlrhbcbp `lrld ybja cktbwbrdbj cbrk ilribabk pkokhbj cbj jkbt dfjsu`lj ujtud `lìlok `lrld pbokja cksudbk. Curkbjtf (@bjcbraujb, 9=21) `ljalùdbdbj ibhwb `lrld `lùcbhdbj dfjsu`lj cbob` prfsls pljabìkobj dlputusbj plìlokbj, slhkjaab dfjsu`lj `lìlok prfcud ilrcbsbrdbj `lrld, duboktbs, cbj dlpubsbj pbcb `lrld tlrsliut. Ck Kjcfjlskb sbbt kjk Arbi `lìlrkdbj ok`b obybjbj, ybktu ArbiSbxk, ArbiEbr, ArbiIkdl, ArbiLxprlss, cbj ArbiNffc. Ulgbd dlhbckrbj Arbi pbcb tbhuj 9=29 ck Kjcfjlskb turut `lìudb obpbjabj dlrgb ybja olikh cbj `ljkjadbtdbj dlhkcupbj `ktrb plalùck (ejjkjcfjlsk.ef`). Ilrcbsbrdbj urbkbj ck btbs, `bdb pljloktk ilrtugubj ujtud `ljloktk ofyboktbs dfjsu`lj pljaaujb obybjbj trbjspfrtbsk fjokjl Arbi.













IBI KK DBGKBJ SLFYKSKU

B. CLNKJKUK

Dftolr cbj Dloolr (Quobjcbrk, 9=21) `ljalùdbdbj ibhwb ofyboktbs bcbobh df`kt`lj kjckvkcu ujtud `lìlok `bupuj `ljcuduja prfcud ybja cksudbk. Uwbsthb (Juruoobkok & Qkgbybjtf, 9=25) `ljalùdbdbj ibhwb ofyboktb dfjsu`lj bcbobh dlsltkbbj dfjsu`lj utud `ljaaujbdbj prfcud ybja sb`b slebrb tlrus-`ljlrus. Arknnkj (Quobjcbrk, 9=21) `ljalùdbdbj ibhwb ofyboktbs dfjsu`lj bcbobh plrkobdu plìlokbj ybja ckobdudbj folh kjckvkcu `ljujguddbj slebrb tlrbtur. Qkcybrbtjb, Cbjjy, cbj Ehbjcrb (9==278;) `ljalùdbdbj ibhwb ofyboktbs bcbobh iudtk dfjsu`lj ybja tltbp `ljgbck dfjsu`lj cbj `l`kokdk skdbp pfsktkn tlrhbcbp plrusbhbbj. Ofyboktbs dfjsu`lj bcbobh dlsltkbbj dfjsu`lj dlpbcb prfcud.

I. NBDSFY [BJA @L@LJABY\HK

Yfikjlttl (Quobjcbrk, 9=2175=) `ljalùdbdbj ibhwb dfjsu`lj `l`kokdk











5. ]lrokjcujabj (oljath (oljath fn pbtrfjbal), pbtrfjbal ), ybktu plrusbhbbj `lìlrkdbj plrokjcujabj dlpbcb dfjsu`lj ùobk cbrk duboktbs prfcud, plobybjbj, `bupuj ef`pobkj dfjsu`lj dlpbcb plrusbhbbj. 3. Dlpubsbj bduùobtkn (fvlrboo (fvlrboo sbtksnbetkfj), sbtksnbetkfj), ybktu pljkobkbj `ljylouruh ilrcbsbrdbj guòbh plìlokbj tlrhbcbp ibrbja cbj gbsb cbob` plrkfcl tlrtljtu. ]lrusbhbbj hbrus ilrsbhb ujtud `lìlrkdbj rbsb pubs dlpbcb dfjsu`lj `ljaljbk prfcud ibrbja `bupuj gbsb ybja ckilrkdbj/ E. BU]LD

Arknnkj (Quobjcbrk, 9=21798) `ljalùdbdbj ibhwb ofyboktbs dfjsu`lj `l`kokdk l`pbt bspld, ybktu7 2. ]lìlokbj slebrb tlrbtur `bupuj ilruobja. Dfjsu`lj `lobdudbj plìlokbj slebrb efjtkjul efjtkjul pbcb prfcud ilrupb gbsb `bupuj ibrbja tlrtljtu. Dfjsu`lj `lobdudbj plìlokbj prfcud slibjybd olikh cbrk cub dbok. 9. @lrldf`ljcbskdbj prfcud dlpbcb frbja obkj. Dfjsu`lj `lìlok prfcud ybja cktbwbrdbj cbj `lrldb iutuhdbj. Dfjsu`lj `ljcfrfja kjckvkcu obkj ujtud `lìlok prfcud `bupuj gbsb plrusbhbbj tlrsliut.











Dfjsu`lj bdbj tltbp `lìlok prfcud ilrupb ibrbja `bupuj gbsb ybja sb`b, `lsdkpuj ibjybd botlrjbtkn obkj.

C. KJCKDBSFY

Quobjcbrk (9=21759) `ljalùdbdbj ibhwb ofyboktbs dfjsu`lj `l`kokdk ok`b kjckdbtfr, ybktu7 2. ]urehbsl kjtljtkfj ]urehbsl kjtljtkfj kjtljtkfj bcbobh dlkjakjbj dubt plobjaabj ujtud `lobdudbj plìlokbj uobja `bupuj pljaaujbbj pljaaujbbj dl`bibok obybjbj. 9. Qfrc-fn-`futh Qfrc-fn-`futh bcbobh plobjaabj `lrldf`ljcbskdbj prfcud `bupuj gbsb cbrk plrusbhbbj tlrtljtu dlpbcb kjckvkcu obkj. 5. ]rkel sljsktkvkty ]rkel sljsktkvkty bcbobh plobjaabj tkcbd tlrpljabruh cljabj tbwbrbj hbrab ybja olikh rljcbh cbrk plsbkja. ]lobjaabj tltbp `ljaaujbdbj `bupuj `lìlok prfcud btbu gbsb cbrk plrusbhbbj tlrsliut.











IBI KKK @LSFCL

B. @LSFCL ]LJLOKSKBJ

]ljloktkbj kjk `ljaaujbdbj `ltfcl pljloktkbj dubjtktbtkn. Uuakyfjf (2;;;79) `ljalùdbdbj ibhwb pljloktkbj dubjtktbtkn bcbobh pljaudurbj tlrhbcbp dlilrbcbbj vbrkbiol cljabj `ljaaujbdbj kjstru`ljt pljloktkbj. ]ljloktkbj kjk `ljaaujbdbj kjstru`ljt ilrupb sdbob okdlrt ybja ckslibr slebrb fjokjl fjokjl `lobouk affaol nfr`.

I. ]F]\OBUK CBJ UB@]LO 2. ]fpuobsk

Uupbrck (2;;572=2) `ljalùdbdbj ibhwb pfpuobsk bcbobh dlsbtubj kjckvkcu `bupuj suigld pbcb wkobybh, wbdtu, cbj duboktbs ybja bdbj cktloktk. ]fpuobsk cbob` pljloktkbj kjk bcbobh pfpuobsk kjnkjkt , ybktu pfpuobsk cljabj guòbh bjaaftb pfpuobsk tkcbd cbpbt ckdltbhuk slebrb pbstk. ]fpuobsk cbob` pljloktkbj kjk bcbobh `bsybrbdbt slebrb uù`.











sb`plo pljloktkbj. Ub`plo cbob` pljloktkbj kjk slibjybd 5= frbja cljabj Dbrbdtlrkstkd sb`plo, ybktu 7 b) Obdk-obdk cbj ]lrl`pubj i) ]ljaaujb obybjbj Arbi.

E. IO\L ]YK JS

^brkbilo

Ofyboktbs Dfjsu`lj

Bspld

Kjckdbtfr

]lìlokbj slebrb ]urehbsl tlrbtur `bupuj kjtljtkfj ilruobja @lrldf`ljcbskdbj Qfrc-fn prfcud dlpbcb `futh frbja obkj Ultkb dlpbcb ]rkel prfcud `bupuj sljsktkvkty gbsb Sftbo

Ktl` N \N

Sftbo

2,5 ,22

9,3

<

<,> ,8

1

3

;

2=

9

1

3

22

Ifift (%)

2==%

C. UDBOB

Jf.

]lrjybtbbj

2

Ubyb `ljaaujbdbj obybjbj ArbiIkdl btbu

]kokhbj Gbwbi USU SU J U UU













> 1

8 ; 2= 22

Ubyb bdbj `ljabgbd frbja obkj ujtud ilplrakbj cljabj `ljaaujbdbj `ljaaujbdbj obybjbj Arbi. Ubyb tkcbd bdbj `lrldf`ljcbskdbj obybjbj Arbi dlpbcb frbja obkj, `lsdkpuj `ls dkpuj Arbi `lìlrkdbj obybjbj slsubk hbrbpbj. Ubyb bdbj `lìlrkdbj kjnfr`bsk pfsktkn dlpbcb frbja obkj `ljaljbk obybjbj Arbi. Ubyb bdbj `lìbybr olikh ujtud `ljaaujbdbj obybjbj Arbi Ubyb ùcbh tlrpljabruh cljabj tbwbrbj olikh ùrbh cbrk obybjbj Arbi. Ubyb `ljaaujbdbj obybjbj trbjspfrtbsk Arbi olikh cbrk cub dbok slhbrk.











IBI KKK HBUKO ]LJLOKSKBJ

B. CLUDYK]UK HBUKO BJBOKUKU CBSB

2. Gljks Dlob`kj Gljks Dlob`kj Obdk-obdk ]lrl`pubj Sftbo Dltlrbjabj7

Guòbh Uuigld 29 frbja 28 frbja 5= frbja

]lrsljtbsl 3=% >=% 2==%

]ljloktkbj kjk `l`kokdk pbrtkskpbj ilrguòbh 5= frbja (J05=, 2==%). ]lrtkskpbj obdk-obdk slibjybd 29 frbja (j029, 3=%) cbj plrl`pubj slibjybd 28 frbja (j028 (j028,, >=%). 9. \skb \skb (tbhuj)

Guòbh Uuigld

]lrsljtbsl











]brtkskpbj ilruskb 92 tbhuj slibjybd sbtu frbja cljabj plrsljtbsl 5%. ]brtkskpbj ilruskb 95 tbhuj slibjybd tkab frbja cljabj plrsljtbsl 2=%. ]brtkskpbj ilruskb 93 tbhuj slibjybd sbtu frbja cljabj plrsljtbsl 5%. 5. Bpbdbh Bjcb pljaaujb Arbi6 ]ljaaujb Arbi [b Skcbd Sftbo Dltlrbjabj7

Guòbh Uuigld 5= frbja = frbja 5= frbja

]lrsljtbsl 2==% =% 2==%

]brtkskpbj ybja kdut ilrpbrtkskpbsk cbob` pljloktkbj kjk `ljujguddbj ibhwb slùbjyb `ljaaujbdbj obybjbj Arbi cljabj prlsljtbsl 2==%. 3. Bjboksks cbtb (Jfr`b) Bzwbr (9=2<722) `ljalùdbdbj ibhwb jfr`b bcbobh hbrab rbtb-rbtb pbcb sbtu dlof`pfd. Bzwbr ;9=2<722) `ljalùdbdbj ibhwb jfr`b bcbobh beubj











Jf. 2. 9. 5. 3. <.

Jf. 2 9 5 3 < > 1 8 ; 2= 22 29 25

Dbtlafrk : 99 92-99 2;-9= 21-28 =-2>

Jb`b/Kjkskbo GG trk utb`k prbtkwk putrk UJH Bjuarbh bzkzbh Br Hlrckbjtk brkstb Bs`bj Yud`bh Bjck @uhb``bc Wuodbrjbkj. Jbcko Ybh`bj Nkdbr Brnbjck

Guòbh suigld 2 frbja > frbja ; frbja 29 frbja 9 frbja

Sftbo 92 9= 9= 2> 28 92 21 28 92 2; 2; 21 28

Dbtlafrk Skjaak Ulcbja Ulcbja Ubjabt rljcbh Yljcbh Skjjak Yljcbh Yljcbh Skjaak Ulcbja Ulcbja Yljcbh Yljcbh











]ljfr`bbj

`ljaaujbdbj

tftbo

sdfr

sdbob

cbrk

bktl`-bktl`

sdbob

ilrcbsbrdbj bspld plìlokbj slebrb tlrbtur `bupuj ilruobja cbj ilrcbsbrdbj pljadbtlafrkbj sdfr stbjcbrc. Ubtu frbja cbob` dbtlafrk sbjabt tkjaak, ljb` frbja cbob` dbtlafrk tkjaak, slìkobj frbja cbob` dbtlafrk slcbja, i) @lrldf`ljcbskdbj prfcud dlpbcb frbja obkj. Uebol Uebol Utbt Utbtk stk stk es

@lbj 22.55

25 ? X 29 ? X ?0 25 22 ? X ?0 29 ; ? X ?0 22 X ?0 ;

Jf. 2. 9.

Dbtlafrk : 25 25

Utc. Clvkbtkfj 2.9;<

Ubjabt tkjaak Skjaak Ulcbja Yljcbh Ubjabt rljcbh

Guòbh suigld = <













25 23 2< 2> 21 28 2; 9= 92 99 95 93 9< 9> 91

Brnbjck B`pobs UH\^K J\Y\O KUJBJK Jur Bjjb Uktk bkjur rbòbh ibtnb`bh Koyb b`bokb Ybh`bt Hljcrb Cloob Yly @uhb``bc Juruckj Olfjbrcf @bjbsl Ykstk FDk Bsrb Qbrsktb @bdùr Jr Bnknbh Bicuo

2= 22 29 29 29 29 29 22 29 22 2= 29 22 25 22

Yljcbh Yljcbh Ulcbja Ulcbja Ulcbja Ulcbja Ulcbja Yljcbh Ulcbja Yljcbh Yljcbh Ulcbja Yljcbh Skjaak Yljcbh











2. 9. 5. 3. <.

Jf. 2 9 5 3 < >

:; ; 8 1 =->

Jb`b/Kjkskbo GG trk utb`k prbtkwk putrk UJH Bjuarbh bzkzbh Br Hlrckbjtk brkstb

= 3 8 29 >

Sftbo ; 8 1 > 1 8

Dbtlafrk Skjaak Ulcbja Yljcbh Ubjabt rljcbh Yljcbh Ulcbja











pljadbtlafrkbj sdfr stbjcbrc. Skcbd bcb frbja cbob` dbtlafrk sbjabt tkjaak, l`pbt frbja cbob` dbtlafrk tkjaak, clobpbj frbja cbob` dbtlafrk slcbja, 29 frbja cbob` dbtlafrk rljcbh, cbj ljb` frbja cbob` dbtlafrk sbjabt rljcbh.

c) Ulùb bspld Uebol Uebol Utbtkstkes kstkes

@lbj 51.<5

32 ? X

Utc. Clvkbtkfj 9.58;

Ubjabt tkjaak











25 23 2< 2> 21 28 2; 9= 92 99 95 93 9< 9> 91

Brnbjck B`pobs UH\^K J\Y\O KUJBJK Jur Bjjb Uktk bkjur rbòbh ibtnb`bh Koyb b`bokb Ybh`bt Hljcrb Cloob Yly @uhb``bc Juruckj Olfjbrcf @bjbsl Ykstk FDk Bsrb Qbrsktb @bdùr Jr Bnknbh Bicuo

51 51 3= 3= 3= 5; 5; 32 5> 5> 51 58 51 55 5>

Ulcbja slcbja Skjaak Skjaak Skjaak Ulcbja Ulcbja Skjaak rljcbh Yljcbh Ulcbja Ulcbja Ulcbja Ubjabt rljcbh Yljcbh











prfcud dlpbcb frbja obkj ob kj ilrbcb cbob` dbtlafrk rljcbh cljabj guòbh pbrtkskpbj slibjybd 2< frbja. Bspld dltkab vbrkbilo ofyboktbs dfjsu`lj `ljujguddbj ibhwb plobjaabj sltkb sl tkb dlpbcb prfcud `bupuj gbsb gb sb ilrbcb cbob` dbtlafrk rljcbh cljabj guòbh pbrtkskpbj slijybd 29 frbja. Hbsko pljfr`bbj ujtud bspld ofyboktbs dfjsu`lj slebrb `ljylouruh `ljujguddbj ofyboktbs dfjsu`lj tlrhbcbp trbjspfrtbsk fjokjl Arbi fjokjl Arbi ilrbcb cbob` dbtlafrk slcbja cljabj cljabj guòbh pbrtkskpbj slibjybd slibjybd 23 frbja. frbja. Arknnkj (Quobjcbrk, 9=217>5) `ljalùdbdbj ibhwb ofyboktbs bcbobh df`kt`lj dfjsu`lj ujtud













IBI K^ DLUK@]\OBJ

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CBNSBY ]\USBDB

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