(
( )
)
*
+
(
+
)
+ +
"#$#%&##&#$'
(
( ) )
* + ( +
.
+ +
/ "#$#%&##&#$'
&
% %
0 ! ! ( ! ! 1 2 3 3 3 4 1 1 54
"%6-""'% '##7#" " ##8
&
% "
9 !: ; 351 )54
3 & ! "
# $ 1 % 4 56761
/ 70 % " 1
$ & $ 5677
&
% %
0 .< ! 1
"%6##"&# '##$#" "##&
0 ! . 41
"%6-#6&# '##6"# "##'
% %
0 ! ! ( ! ! 1 2 3 3 3 4 1 1 )54
"%6-""'% '##7#" "##8
&
5 ! 3 1
"%87#""6 '##""' "##"
%
! 1
-! )! ! )8) -!8) ) )! +)#,) ( % ! +-!)(9 +-!)( #) . )(8) -! ( 8)! +-. %-(!)# )$ )!
-+) ) ( % ) ) )(8) . )# %) ) %-( ( )! ! ) ) .- +) ) )!)% !1
$ & $ 5677
! = "#$#%&##&#$' ( : + , %
+ * ( /*( 0 % % 1 )
/- ; 7<=0& 0 ! ! ( ! !
3 3 3 4
" >
& " "
& % 1 )
% 1
-" & " "
1 : &
" - ;&
" 9 " 1 %
:
% 1 %
: &
: ?
- ; 1
&
1
: ! &" "
# $ &
) )CC , $
9! &
: 1 >
: + ( ),
> 9
C 1
'( : + , % +
% % 1 ) 2&
/ 70
% "
! " # $ 1
% & C
1 %
71 & ) " "
&
: 1
51 ( 8 & : 9 >
1
D1 ! ) # & 1& + E ) & 1 1&
% " %
" 1
B1 + E + + !1
% 1
=1 9
/ ) (& )! =7& % * 9 01
<1
1
% "
9 >
9 1 %
: 1
$ & $ 5677
F
# 1111111111111111111111111111111111111111111111111111111111111111111111111111111111111111
# $ GGGGG1GGGGGGGGGGGGG11G1GG111
. % % 11111111111111111111111111111111111111111111111111111111111111 . % 11111111111111111111111111111111111111111111111111111111111111111111111111 . % 111111111111111111111111111111111111111111111111111111111111111111111111111111111111 ) G11111111111111111111111111111111111111111111111111111111111111111111111111111111111111111111111111
% GGG1GGGGGGG11GGGGGGGGGG1111111
" 1111111111111111111111111111111111111111111111111111111111111111111111111111111111111111111111111111 ) )( ) +)( 111111111111111111111111111111111111111111111111111111111111111111111111111111111 ) )( )+-. 1111111111111111111111111111111111111111111111111111111111111111111111111111111111111 ) )( .) % ()! 11111111111111111111111111111111111111111111111111111111111111111111111111111
) )( + . GGGGGGGGGGGGGGGGGGGG111
717 . + GGGGGGGGGGGGGGG
715 ( GGGGGGGGGGGGGGGGG1
71D + GGGGGGGGGGGGGGGGGG
71B ( . GGGGGGGGGGGGGGGGGG111
71= % GGGGGGGGGGGGGGGGG11
F
71H17 % GGGGGGGGGG11
71H15 % GGGGGGGG1
714 % GGGGGGGGGGGGGGG1
517 GGGGGGGGGGGGGGGGGGGGG11
51717 % GGGGGGGGGGGGGGG1
51715 GGGGGGGGGGGGGGGGG
5171D ( GGGGGGGGGGGGGGGGG
5171B , GGGGGGGGGGGGGGGGG
5171= 3 GGGGGGGGGGGGGGGGGGGG
5171< . 9. / % 0 GG11
515 GGGGGGGGGGGGGGGGGGGGG1
51517 % GGGGGGGGGGGGGGG
51515 GGGGGGGGGGGGGG
5151D , , + > GGGGGGGGGG11
51D GGGGGGGGGGGGGGGG
51B " GGGGGGGGGGGGGGG
51= " GGGGGGGGGGGG
51< & ' G
51<17 % *( GGGGGGGGGGGGGGGG
F
51<1B ) *( GGGGGGGGGGGGGGGG
51<1= -9*( GGGGGGGGGGGGGGGGGGG11
51H ( ! * ( GGGG111
51H17 ) % " % GGGGGGGGGGG1
51H15 % GGGGGGGGGGG
51H1D $ + GGGGGGG
51H1B : ! % GGGGGGGG1
51H1= # % /%
% 0 GGGGGGGGGGGGGGGGGG11
51H1< # % /% >
% % 0 GGGGGGGGGGGG1
514 " ( : + GGGGGGGGGGGGGG1
51I % GGGGGGGGGGGG1
51I17 % GGGGGGGG
51I15 % % GGGGGGGG1
51I1D ( & ' GGGGGGG
5176 ) + % : 8 GGGGG
517617 + ) /) ( 0 GGGGGGGGGGGGG11
517615 ) / ) 0 GGGGGG
51761D % : + / 0 GGGGGGGG11
51761D17 + / 0 GGGGGGGGGGGGG
F
51761D1B - J- # - GGGG
51761D1= ! GGGGGGGGGGGGGGGGG
51761B / ( 0 GGGGGGGGG11G
51761= / + 0 GGGGGGG111GG
5177 ) + ) % GGGGG11
517717 ) > * D GG11GGGGGGGGG11
517715 %#% / 0 GGGGGGGGGGG1
51771517 % %#% GGGGGGGGGGGGGGG
51771515 %#% + % . GG1
51771D ;. GGGGGGGGGGGGGGGGGGGG
5175 . GGGGGGGGGGGGGGGGG
D17 % G1GG1G1G1GGGGG1
D1717 % GGGGGGGGGGGGGGGGGG
D1715 . GGGGGGGGGGGGGGGGG
D171517 GGGGGGGGGGGGGGGGGG
D171515 , > : GGGGGGGGGGGGGGGGG
D171D . GGGGGGGGGGGGGG11
D15 % GGGGGGGGGG1
D1517 % : GGGGGGGGGGGGGGGG
F
D15171D 8 ) GGG
D15171B 9 8 %
% GGGGGGGGGGGGGGG
D1515 ) GGGGGGGGGGGGGGGGGG
D151517 " 8 +
D151515 " 8 ) GGG1
D15151D % 8
D151D GGGGGGGGGGGGGGGGGG
D151D17 % GGGGGGGGGGGGGGGG
D151D15 + / 0 GGGGGGGGGG1
D151D1D ? GGGGGGGGGGGGG
D151D1B ) / 0 GGGGGGGGGGG
D151B GGGGGGGGGGGGGGGGG11
D151= GGGGGGGGGGGGGGG
D1D + " GGGGGGGGGGGGGGGG11
*
B17 % : GG1GGGGGGGGGGGGGG11
B1717 % GGGGGGGGGG11
B1715 " % 9% GGGGGGGGG
B171D 8 ) GGGGGG
F
B1517 % GGGGGGGGGGGG
B151717 % " % GGGGGGGGGGGGGGG
B151715 GGGGGGGGGGGGGG
B1515 8 + GGGGGGGGGGG11
B151D " 8 +
B151B " 8 ) GGGGGGG
B151= % 8 11
B1D % : / 0 GGGGGGGGGGGGGGG1
B1D17 ( GGGGGGGGGGGGGG
B1D1717 % GGGGGGGGGGGGGGGG1
B1D15 ( GGGGG1GGGGGGGG11
B1D1517 " % GGGGGGGGGGGGGG1
B1D1D + & ' GGGGGGGGGGGG
,- - -. -( &* 'GGGGGGGG1
,- - -/ ! GGGGGGGGGGGGGGGGG
B1D1D1517+ )> ? + ! /% 0 0 G
B1D1D1515+ ! % / 7! 0 GGGGGGG1
B1D1D151D+ ! / 5! 0 GGGGGGG11
B1D1D151B+ ! / D! 0 GGGGGGG11
B1D1D1D GGGGGGGGGGGGGGGG11
B1D1B ? GGGGGGGGGGG11
F
B1D1= ) / 0 GGGGGGGGGGGGG1
B1B GGGGGGGGGGGGGGGGGG111
B1= GGGGGGGGGGGGGGGG1
B1=17 % : / 0 GGGGGGGGGGGGGG
B1=15 + GGGGGGGGGGGGGGGGGGGGG
*
=17 G1111111111111111111111111111111111111111111111111111111111111111111111111111111
=15 GGGGGGGGGGGGGGGGGGGGGG
( ) 11111111111111111111111111111111111111111111111111111111111111111111111
GG111GGGGGGGGGGGGGGGGGGG
.) % ()! ) * GGGGGGGGGGGGGGGG1
.) % ()! + + 11GGGGGG
.) % ()! * GGGGGGGGGGGGGGGGG
.) % ()! # , > : GGGGGGGGGGGGGG
.) % ()! - GGGGGGGGGGGGGGGGGG
F
4; ' ") 11111111111111111111111111111111111111111111111111111 4; ' ' % " 111111111111111111111111111111111111111111111111111111111111 4; ' & * GGGG11111111111111111111111111111111111111111111111111111111111111 4; ' - 1 ( 11111111111111111111111111111111111111111111111111111111111
4; & "% , " GGGG111G111111111
4; - " % 1 ) 1GGGGG11111111
4; - ' ) 8 + 11111111111111111111111111111 4; - & ) 8 111111111111111111111111111111111111111 4; - $ 8 11111111111111111111111111111111111111111111 4; - 8 . E 8 1111111111111111111111111111111111111111111111 4; - 7 . 7 % D16 8 11111111111111111111111111 4; - % . 7 % B16 8 11111111111111111111111111
4; - "# . 7 % =16 8 111111111111111111111111
4; - "" . 7 % H16 8 111111111111111111111111
4; - "' . 7 % I16 8 111111111111111111111111
4; - "& . 7 % 7616 8 1111111111111111111111 4; - % : >: % 716 % " 111111111111111111111111 4; - ;% : >: % 516 . GG1111111111111111111111111 4; - 2% : >: % D16 . * 1111111111111 4; - % : >: % B16 % 111111111111111111111111
4; - % : >: % =16 " % 11111
F
4; - % : >: % 416 % 111111111111
4; - % : >: % I16 111111111111111
4; - >% : >: % 7616 ) 11111111111
4; - "--( 8 11111111111111111111111111111111111111111111111111111111111111
4; - "$+ ! /% 0 0 GGGGGGGGG1
4; - "8+ ! % / 7! 0 GGGGGGGGGGG1
4; - "6+ ! / 5! 0 GGGG1GGG11GGGG1
4; - "7+ ! / D! 0 GGGGG111GGGGGG1
4; - "%( : # # ) 11111111111111111111111111111111111111111 4; - '#( : # # * 1111111111111111111111111111111111111 4; - '"( : # # GG111111111111111111111111111111111
4; - ''( : # # GG111111111111111111
4; - '&( : # # : GG11111111111111111111111
4; - '-( : # # : GG1111111111111111111111111111111 4; - '$ ) 111111111111111111111111111111111111111111111111111111111111111111111111111111 4; - '8 ) /. 0 111111111111111111111111111111111111111111111111111111111111 4; - '6 ) /. 0 111111111111111111111111111111111111111111111111111111111111 4; - '7 ) /. 0 111111111111111111111111111111111111111111111111111111111111 4; - '% 11111111111111111111111111111111111111111111111111111111111111 4; - &# /. 0 11111111111111111111111111111111111111111111 4; - &" : 1111111111111111111111111111111111111111111111111111111111111111111
F
4; - &- : /. 0 1111111111111111111111111111111111111111111111111111111111 4; - &$ 111111111111111111111111111111111111111111111111111111111111111111111111111111 4; - &8 * 1111111111111111111111111111111111111111111111111111111111111111111111111 4; - &6 * /. 0 1111111111111111111111111111111111111111111111111111111
F F
; . - " % GG111GGGGG1GGGGG1
; . - " GGGGGGGGGGGGGGGGGGGGGG
; . - ' # GGGGGGGGGGGGGGGGGGGGGG1
; . - & ! GGGGGGGGGGGGGGGGGGGGGG
; . - - GGGGGGGGGGGGGGGGGGGGGG11
FF
; . - 6 ( GGGGGGGGGGGGGGGGGGGGGG1
; . - 7 : GGGGGGGGGGGGGGGGGGGGGG
; . - % $ > GGGGGGGGGGGGGGGGGGGGGG
; . - "# % GGGGGGGGGGGGGGGGGGG1
; . - "" * GGGGGGGGGGGGGGGGGGGG11
; . - "' % GGGGGGGGGGGGGGGGGGG1
; . - "& % # GGGGGGGGGGGGGGGGGGGG
; . - "- % % GGGGGGGGGGGGGGGGG1
; . - "$ % % GGGGGGGGGGGGGGGGGGGG
76I 776 777 775 77D 77B 77= 77< 77H
(
; . 4;5. (.5?2 3 @ 5: !351 '##$ / 6%8A7#&B
4;5. .
FF
4;5. ) : 3 ! ! .
4;5. ) 3 !
4;5. !
>
4;5. 3 4 ! .
>
4;5. 5
4;5.
"
FF
; . 4;5. ( @ 5: !351 '##$ / 6#"A6#6B
) 3 ! @ B
/ 0
&
3 @ B
2
/ ( ( 0
4;5.
"
"
4;5. 5 4 !
&
FF
/ 0 / 3 0
5 @ B
&
4 ! ! 3 @ B
; . 4;5. @ > 4 !1 '##$ / "-%B
!3 3 @ B
; !: ! @ B
3 ; 3 @ B
/ "
FF
53 ) ! . 3 * ! @ > 4 !1 '##$ / "-%A"$"B
" " ( 9 9 / 9 9 0
" ( 9 9 / 9 9 0
( 9 9 / 9 9
Dhery Haryadi Suhendra – 105093003052
! "!# $%& ' (
) ( * +
, - . ( / ( . . ' / .
-. ( 0 1 ( ( . '
-! . . . . (
- ' . - . - 2- . (
. . ' - . - "!#'
-- . - - . - - . (
. - . ( . / . . - /
. . - .
. . / / ' . ( . /
. . 3 ( .. "!#
. . (
/ / -
-4 / (!#5 / !6 / - . '
. 7 . . ( . . . / .
. . / ( . - 1 / /
Keyword : Customer Relationship Management,waterfall, kepuasan konsumen
Xcii + 145 page + 50 picture + 16 Table + 4 List of Symbols
Dhery Haryadi Suhendra – 105093003052
! " #$%, dibimbing oleh Zainuddin Bey Fananie dan Ditdit N Utama.
Teknologi informasi berkembang dengan pesat sekali pada satu dasawarsa terakhir ini, di mana teknologi informasi dimanfaatkan sebagai alat pemasaran modern oleh banyak perusahaan, salah satunya PT. Arga Semesta Tour yang bergerak di bidang jasa Perjalanan Umrah. Enggannya masyarakat dalam menggali informasi, disebabkan faktor jarak dan media informasi yang kurang lengkap. Sering kali masyarakat dan calon peserta khususnya, merasa ragu dan enggan mendaftarkan diri untuk mengikuti program ESQ, dikarenakan perbedaan informasi yang didapat dari sumber-sumber informasi. Perusahaan dinilai gagal karena banyak calon peserta yang membatalkan minatnya untuk mengikuti Program tersebut. Perusahaan seharusnya mampu mengkomunikasikan seluruh kebutuhan calon peserta dan masyarakat yang ingin mengikuti program tersebut, terutama calon peserta yang bertinggal ditempat yang tidak dekat/mudah aksesnya dalam mengikuti program Umrah ESQ ini. maka dibuatnya aplikasi Customer Relationship Management menggunakan metodologi pengembangan sistem terstruktur dengan model pengembangan strategi waterfall dan bahasa pemrograman yang digunakan adalah PHP dengan MySQL sebagai basis datanya serta Dreamweaver CS3 untuk desain tampilan web-nya, aplikasi ini diharapkan agar perusahaan dapat menjalin komunikasi yang baik dengan pelanggan dan meningkatkan pelayanan kepada pelanggan atau pintu gerbang pusat dalam hal pengetahuan tentang ibadah Umrah.
Kata kunci: Customer Relationship Management, waterfall, kepuasan konsumen
Xcii + 145 Halaman + 50 Gambar + 16 Tabel + 4 Daftar Simbol
!"
# !" $
# %
&' #
!" !"
( )*
ﹾﺍ ﺍﹶﺬﻫ ﻡﺆﻳ ﺝﺮﺧ ﻦﻤﹶﻓ ﹺﻡﹶﻼﺳِﻹﹾﺍ ﹸﺔﻣﺎﻋﺩ ﺖﻴﺒﻟﹾﺍ ﺍﹶﺬﻫ
ﻰﹶﻠﻋ ﹰﺎﻧﻮﻤﻀﻣ ﹶﻥﺎﹶﻛﹴﺮﻤﺘﻌﻣ ﻭﹶﺃ ّﹴﺝﺎﺣ ﻦﻣ ﺖﻴﺒﻟ
ﺔﻤﻴﹺﻨﹶﻏ ﻭ ﹴﺮﺟﹶﺄﹺﺑ ﻩﺩﺭ ﻩﺩﺭ ﹾﻥﹺﺇﻭ ﹶﺔﻨﹶﳉﹾﺍ ﻪﹶﻠﺧﺪﻳ ﹾﻥﹶﺃ ﻪﻀﺒﹶﻗ ﹾﻥﹺﺇ ِﷲﺍ
) .
ﺞﻳﺮﺟ ﻦﺑﺇ ﻩﺍﻭﺭ
(
!" !"
+ & %
#
% #
, - . % !"
' '
' # '
# /+
0 % !"
1 ,
1 1
1 '
1 #
1
# - +
1
1 1
1
1
2
% +
1 1
'
3 #
1 1 (
/ 0 # 1
4 / 56670
' #
) *
%
1 1
% !"
) *
) *
/ 1 11 56680 #
.(+ 1 11 .(+
+ + ! ! / 1 11 56680 +
.(+ 1
/+ 56680 .(+ , *
*
) * 9
5 , 1
%
: , #
1
;
/ 0 1 1
1
'
*
1
+
5
$
( <
- * =
. ( > = 5: 6 - '
+ # 56 6 / + 0
! " #
*
- 1
% 1
5 ( ) *
1 + ' 1 1
1 %
: ' #
#
$ %
: 1 *
+ '
) *
5 + ' '
:
/ ' 0 + / 0
& '(' '
& '(' '
* ) (
# =
#
) (
' #
1# 1
/ 1
0
1
) ( ) #
+ <
& '(' ' * )
+ '
<. /+ +
0 / + 0
1 3
1 /= 566"0
+ )
" / 0 *
1
", , ,- "
. )
1 3
. ) )
#
!
"
# !
$
$ #
# " " $ !
%
!
& '( ) '(
*
" # * $ , * - .
ﹺﺇ ﻦﻋ
ِ ﷲﺍ ﹶﻝﻮﺳﺭ ﺎﻨﺒﹶﻄﺧ ﹶﻝﺎﹶﻗ ﺎﻤﻬﻨﻋُﷲﺍ ﻰﺿﺭ ﹺﺱﺎﺒﻋ ﻦﺑ
ﻢﱠﻠﺳﻭ ﻪﻴﹶﻠﻋُﷲﺍ ﻰﱠﻠﺻ
ﹶﻝﺎﹶﻘﹶﻓ
:
ﹴﻡﺎﻋ ّﹺﻞﹸﻛ ﻰﻓﹶﺃ ﹶﻝﺎﹶﻘﹶﻓ ﺲﺑﺎﺟ ﻦﺑﹺﺇ ﻉﺮﹾﻗَﻷﹾﺍ ﻡﺎﹶﻘﹶﻓ ﺞﹶﳊﹾﺍ ﻢﹸﻜﻴﹶﻠﻋ ﺐﺘﹸﻛ ﺱﺎﻨﻟﺍﺎﻬﻳﹶﺃﺎﻳ
ﺍﻮﻌﻴﻄﺘﺴﺗ ﻢﹶﻟﻭ ﺎﻬﹺﺑ ﺍﻮﹸﻠﻤﻌﺗ ﻢﹶﻟ ﺖﺒﺟﻭ ﻮﹶﻟﻭ ﺖﺒﺟﻮﹶﻟ ﺎﻬﺘﹾﻠﹸﻗﻮﹶﻟ ﹶﻝﺎﹶﻘﹶﻓ ؟ِﷲﺍ ﹶﻝﻮﺳﺭ ﺎﻳ
ﻬﹶﻓ ﺩﺍﺯ ﻦﻤﹶﻓ ﹰﺓﺮﻣ ﺞﹶﳊﹾﺍ
ﻉﻮﹶﻄﺗ ﻮ
)
ﺪﲪﺃ ﻩﺍﻭﺭ
ﻢﻛﺎﳊﺍ ﻭ ﺀﺎﺴﻨﻟﺍ ﻭ ﺩﻭﺍﺩ ﻮﺑﺃ ﻭ
(
! " ! # ! $ $$% & $
' (
' ) # * (
!.
)
/
0 "
1 .
"
2
# 2 #
2 3 , * -.
ﻋ
ﻦ
ﹺﺇﺑ
ﹺﻦ
ﻋﺒ
ﹺﺱﺎ
ﹶﻗ
ﹶﻝﺎ
ﻨﻟﺍ
ﹺﺒ
ﻰ
ﺻ
ﱠﻠ
ُﷲﺍ ﻰ
ﻋﹶﻠ
ﻴﻪ
ﻭ
ﺳ
ﱠﻠﻢ
:
ﹶﻻ
ﺗ
ﺴ
ﺎ
ﺮﻓ
ﹾﻟﺍ
ﻤ
ﺮَﺀ
ﹸﺓ
ﹺﺇ
ﱠﻻ
ﻣ
ﻊ
ﺫ
ﻣ ﻯ
ﺤ
ﺮﹴﻡ
ﻭ
ﹶﻻ
ﻳﺪ
ﺧ
ﹸﻞ
ﻋﹶﻠ
ﻴﻬ
ﺭ ﺎ
ﺟ
ﹲﻞ
ﹺﺇ
ﱠﻻ
ﻭ
ﻣﻌ
ﻬ
ﻣ ﺎ
ﺤ
ﺮﻡ
ﹶﻓﹶﻘ
ﹶﻝﺎ
ﺭ
ﺟ
ﹲﻞ
:
ﻳ
ﺭ ﺎ
ﺳ
ﻮ
ﹶﻝ
ِﷲﺍ
ﹺﺇّﹺﻧ
ﹸﺃ ﻰ
ﹺﺭﻳ
ﺪ
ﹶﺃﹾﻥ
ﹶﺃ
ﺧ
ﺮ
ﺝ
ﻓ
ﺟ ﻰ
ﻴ
ﹴﺶ
ﹶﻛ
ﹶﺬ
ﻭ ﺍ
ﹶﻛ
ﹶﺬ
ﻭ ﺍ
ﻣﺍ
ﺮﺗ
ﺗ ﻰ
ﹺﺮﻳ
ﺪ
ﹾﺍ
ﹶﳊ
ﺞ
ﹶﻓﹶﻘ
ﹶﻝﺎ
ﹸﺃ
ﺧ
ﺮ
ﺝ
ﻣﻌ
ﻬﺎ
)
ﻯﺭﺎﺨﺒﻟﺍ ﻩﺍﻭﺭ
(
) # + $$ & $
$ & + $
$ $ - # . $
' (
.
!
+ 4 5
# * # . * 4 "
" #
"
*
+
'( +
6 !
! "
- !.
" " "
# $ %
" " " " 7 " "
"
6 .
" 6
" " '( 4 01
5 " !
2 " "
8 2 " "
'( 4
" *
'( '( + '(
'(
% ( *
'( '(
" 9 $ 4 * 4 $ * 4
$ ( . : 4
. ;" ; "
; !
& ' ( )
% " 4 !. < 4 / ! < *-+.
ϑ
ù
Úù
∅ÎγŠÏ
ù
¢
kt
ø:
#
ξ
ù
]ù‘
ωρ
θÝ
¡
è
ù
ωρ
Α
#‰
Å
_
’Î
û
Æd
ks
ø9
#
3
$ $
& ' ( /
$ '+ 012(
" 2
#
# "
* 6 * -.
¨≅Ï
m
é
&
öΝä39
ß
‰
ø‹
¹
Ì
ó
s7
ø9
#
…ç ãΒ
$èÛ
ρ
$
Y
è
≈
F
Β
öΝä3©9
Íο
‘$
§‹¡
¡
=Ï9ρ
(
ΠÌh
ã
m
ρ
öΝä3ø‹=
æ
ß
‰
ø‹
¹
Îh
9
ø9
#
$
Β
óΟç
F
øΒß
Š
$
YΒã
ã
m
3
#
θà)¨
?#
ρ
!#
ü”Ï ©
#
Ï øŠ9Î
)
χρç
³
ø
t
é
B
∩∉∪
) $ $
$ $ $ $ 3
$ $ $ ) $
$ '+ % 14(
" 2
< *-+.
ωρ
#
θà)Î=ø
tB
óΟä3
™
ρââ
‘
®
Lm
!
è=ö
7
ƒ
ß“ô
‰
λù;
#
∩⊇∉∪
$ & '+
% # !. " , * - .
ﹶﻻﻳ
ﹾﻠﺒ
ﺲ
ﹾﻟﺍ
ﻤ
ﺤ
ﹺﺮﻡ
ﹾﺍﹶﻘﻟ
ﻤﻴ
ﺺ
ﻭ
ﹶﻻ
ﹾﺍﻌﻟ
ﻤ
ﻣﺎ
ﹶﺔ
ﻭ
ﹶﻻ
ﹾﺍﺒﻟ
ﺮﻧ
ﺲ
ﻭ
ﹶﻻ
ﹾﺍ
ﺴﻟ
ﺮ
ﹺﻭ ﺍ
ﻳﹶﻞ
ﻭ
ﹶﻻ
ﹶﺛﻮ
ﹰﺎﺑ
ﻣ
ﺴ
ﻪ
ﻭ
ﺭ
ﺱ
ﻭ
ﹶﻻ
ﺯ
ﻋ
ﹶﻔﺮ
ﹸﻥﺍ
ﻭ
ﹶﻻ
ﹾﺍ
ﹸﳋ
ﱠﻔﻴ
ﹺﻦ
ﹶﺃﹾﻥ
ﹶﻻﻳ
ﹺﺠ
ﺪ
ﻧﻌ
ﹶﻠﻴ
ﹺﻦ
ﹶﻓﹾﻠﻴ
ﹾﻘ
ﹶﻄ
ﻌﻬ
ﻤ
ﺣ ﺎ
ﱴ
ﻳ
ﹸﻜ
ﻮ
ﹶﻥ
ﹶﺍ
ﺳ
ﹶﻔ
ﹶﻞ
ﻣ
ﻦ
ﹾﺍ
ﹶﻜﻟ
ﻌﺒ
ﻴﹺﻦ
)
ﻢﻠﺴﻣ ﻭ ﻯﺭﺎﺨﺒﻟﺍ ﻩﺍﻭﺭ
(
5 $ $
& $ 3 6/ ' $ $ (
& $ $ ' % ( " 5 * # . #
6 * -.
ﻨﺗﹶﻻ
ﺘﻘ
ﺐ
ﹾﻟﺍ
ﻤ
ﺮَﺀ
ﹸﺓﹾﺍ
ﹸﳌ
ﺤ
ﹺﺮﻣ
ﹸﺔ
ﻭ
ﹶﻻ
ﺗﹾﻠﺒ
ﺲ
ﹾﻟﺍﹸﻘ
ﱠﻔ
ﺯﺎ
ﻳﹺﻦ
)
ﻢﻠﺴﻣ ﻭ ﻯﺭﺎﺨﺒﻟﺍ ﻩﺍﻭﺭ
(
$ $ &
*
/
/ / 6 !
4
#
5 /!
+>%? %
)!
1 4 .
* @
*
# *
*
4
A )
> 44 0!
*+ , - * !
5
%
%
+>%? % 7 8 . & 9 . & ! *
% % ! %
0 )B )3& / - %
4 =
! %
) / 0 # 4 # 5
% ',* ' ,
' 4
> 44 0! . <+% A
$ # $
' . & &
:
* 5
#
#
# 4 '
4
'
/ ! + ; <+%
4 4 + ;
# 4 4
4
# + ; < %
5 4 < #
# <
&
4
0 # $
5 $
# 4
" 1 2 " +3,
" 5 /!
4 ;
4
A
%
4
4
; 4 # # ;
4 4 .
$ , 4 !
C ; $++%
" *
%
5 *+ 1 , - . 2 " 5 ' 2
;
# ' >A
8 < / & ! * % + ; & . $
/ & ! ,* % # & + ; & . $ / & ! 2 @
@ 2*% ! ; ; $ ! @
2' > ! ; ) 8 & ; ! =' > 5 ) 8 & ; !
@ #
2 - ". ,
; 4
$ ! 2 2 , ,
; #
+ 4 4 # #
*+ , - , ,
+ 4
% * 4
2 1!
%
4
* 4 4
& ! !
; ! / & ! ! !
& ! & ; ! $ ! 2 1!
*+ , - , 6+ ,
4
* 4
'
2 1!
' 4
4
'
* 2 #
4 / & & ! *
& $ & & ! 5 0!
5 4 / / !
4 && ! ! @
; & ! 2 # A A 4
7 " % 5 4
2 1!
, 4 '; / / ( 4
* 4 4
4 4 * 3!
# *+ , - , , 6+ ,
* 4
4
* 3!
5 4
+
-6
& *+ , - , ! " (8 $)
& 8 $
8 % $ '8 %(
4 4
#
# / D!
8 % $ '8 %(
4 # # #
: ; %
1!
+ 8 % $
D!.
) 8 % $ $
% : 8 % $
8 % $
% 8 % $ 4
/ 8 % $
% 8 % $
& ! 8 $
" % 8 % $
4 4
4
: ; %
% 8 % $
# 4 #
# # 8 % $
# 8
% $ #
#
8
% $
%
#
8
% $ 4
4
# % 1!
& / , 8 $
< 8 % $
? $ & ; &
$ * ) 2 # 8
% $
& % 1!
% 8 % $ 4
% 4 8
% $
4
<
$ & !
, 8 % $ .
) "
"
0 " &
1 " /
5 8 % $ .
) % #
*
/ 8 % $
0 @ 8 $
% 1!
& ,
% 8 % $ 4 4
4 8 % $
*
! E
/
' 8 % $
4
8 % $ "
#
E 8 % $
# 4 E
%
8 % $
'
' 8
% $ 4 8 % $
4 8
% $ % 8 % $
D!
& # '8 $
* 8 % $
# 4 4
@ 0 D '
#
' 8 % $
4
0 . ! "
0 . , , .
/
/
<
5 8 . /
4 #
/ #
*
4
$ %
2
' 8 % $
#
% # #
D!.
) " 4
" 4 @ @
/ " @ @
1 "
0 * " .
5
+ #
-8 % $
8 % $
8
% $ 5 #
8 % $ '
8 % $
#
*
8 % $
=9> A @ D!.
) + 4
+ 4
0 %
1 4
3 5
D "
0 $ " 2 $ 9 , ,
% #
2
D!.
) % + !
% ; !
/ 6 +
$
0 % ' & @ !
@
+ @
#
&
@
0 $ 5 - . .
,
# 4
4
4 #
4 %
#
* $ > % $ >
0% & & & %
0% % & & ; &
" # D%
# @ $ #
# * #
; & ; $
# @ % #
+
4 %
# D!
0 # $ .+. . , 4 2 - . ( +. . )
%
%
4 #
%
5 $
# 4 >
4 @
'
D!
0 & $ .+. . , 4 2 - . ( 3 2 "
. )
4
4
;
/
@
% #
4
4
* 4
* 4 4
* 4
* 4
4
# #
#
*
%
% 4
4 # D!
: 6 , 5
5 : # ; : # ;
! #
* : # ;
# :6 # ; #
' &!
; $ +2 " ,
; *+ , - , " ,
%
#
4 !
; , - , " ,
% 4 @
4
4
!.
) %
" #
/ "
0 "
1 2
3 " # #
D " #
; # $ !# ( 8)
+ ) ; = / 8 & *'E>!
4 2 1!
5
*'E> ' / & (
7 " % / 2 1!
* " ! 2 5 ,
% % # #
8 #
4 # $ //!
% #
"
" 4
# "
"
. , , ,
+ 4
4
@
, ( 5 ) ,
' #
# $ & $ ! #
# & $ !
' * * #
+ #
# ' #
#
' * * # + #
+ #
. , ,
+
# -. , ,
+
+
< . 5 , =
< . ( )
/ & ! & ! / !
#
#
2 3!.
) * / & !
#
' & / & ! 4
/ / & !
4
/ * & & / & !
0 % $ / & !
# #
< , ($ $ )
'<' ) ? ) $ !
#
4
! 4
4 ! '<'
& $ ! 2 3!
< 5 , , ($ )
< , , ($ )
4
2 1!.
) ) !
$ & & $ &
) G 4
: & ; #
# !
/ '
H 9 G H 9
4 & !
< $ ( $ )
' "*
!
% 4
# 4 4
4 ' "* I ) J %
! E 1!
< % # " $ ( )
' C 6
C6'! 4
$ ! #
' 4
E 1!
< . > . 4 " ,
C G E 1!.
) :
% C 6
:
C
% C 6
%
!
# 4
4! %
/ ) $
$
0
* # 4
"
1 5 8 !
5
5
< # + . , ,
, 4
*
E 1!.
) + ,<!
4 '
, % ),<!
E
$ #
/ , 5 ,<!
' ),<
# 4 # =
0 , 5 /,<!
*
# # 4 #
4 # !
< * , ( 5 + )
5 5'! # ''!
& 4 4
4 ' 5'
#
% 5'
4
% # 5' # #
G 5' ' '
' ' 4
5 ' ' # #
5' 2 3!
< # ( $ )
+ 7 ) $
@ :> :; ! *+'
*+'
4
4 8 + & / & !
. -. , = . " ,
2+" 3 1 8
" # ' @
$+"E # @ ' @
4
$+"E >** 2 @ *# %$% *% > < K"E * 3!
4 ( & )
4
%$% #
%$%
> %$%
" - 4 - ! %$%
*% ,C+?>L?M ,C+ " # 4 > <
" # 2*%?2 @ * " # >A ?% >
>"* %$% "
2 N % K * 3!
* . " 4 , +
5 %$% *
3!.
) %$% &
+ ; %$% *
/ '
;
0 ' %$% & $
4
1 %$% & >
> ! # &
$ ?
" *OE ) % $ + 6' "*!
# A%E < . & = & ! '
" *OE
4 " *OE
*OE + & @ = $ $ ! *OE
# B!
* @ " *OE
B!.
) .
" *OE # =* - P
" # =* K * @
5 + &
/ %
" *OE
4
0 . / & 7 $
" *OE #
*OE
1 8 7
" *OE $ 9 $
$ / & ; & >
3 8 ? &
" *OE 4 #
+:=:87 *: :
D + &
" *OE @
( (
& +& =
" *OE &
1 3 1
/
B 8 & ;
" *OE & +>%? %
) = &
" *OE # ! &
)) / &
" *OE / & !
) 8
" *OE
)/ + 7
" *OE 4 =7:
7 =:
! ,
2 * . ' % # 8 % $
% $ %
% . M # " D D/0)& !
& DD)&)1! * & DDB)B0!
+ . &
5 .
% 4 # "
* 4
4 - 0! *
%
5 .
- %
# #
! " #
$ %
& ! ' (
) !
! "#
, - +
$..-,
( (
( (
$ % & "
/ 0 $. + $..- !
& 1 2 & 2 0 0
3
(
2 & 2 45 0 0
6
" " '
(
( (
!
/
0
0
( 0 !
" &
%7
' ' !
& ( 0
0 0
(
( " ) * " )
" + !
(
, - *- + "' !
& (
(
# 3
( . + "'
0 0 2
& 2 48 9 2 :;6 3
( - ! . +
(
(
) " . + .
!
3
(
2 (
$ (
"
2 (
(
4 6
4 6
2 (
( 3
) 4 6
/ 0
87 4
6 (
# "
3
, " / 2 0
4 6
! 4 2 6
,
( 4 6
4 6
3
( (
(
4 6
2
(
$ 2
(
& (
- " "( "
< 41 $..$6
!
"
# " $
$
!" # !"
$ % & '
$ !
( ) #( ) &
& $
'
# %
$
'
(
# % ! $
)
)
*
+ , -./ 0 1 2 3 0
# 4
* + ,
! ) ,
3 + , ( 445
+ , -.
+ , 6 + , -.
3 3 *+ , 71/ + ,
8 + , ( ' 9 " : 3 + ,
; < + , ( ' 9< 2 $2
+ , -. + , -. = 0
-.
+ , 3
* + ,/ %
"
&
!
"
-$
$
$
*
3
'
<
<
! 3 "
3 "
<
<
(
"
* +
'
"
"
'
" UM_Semarang
Branch
!
# '
< ! $
<
! < " &
5 '
<
< !
! <
<
<
& )
0
'
% + ,
* <3/ + ,
% $
" <
"
# !
" 0 $
>
5
.
$ ) , ( ) , ' & )
> " " !
* + , -./ )
'
" "
# % "
5 )
! !
( , &
?
'
&
$
# &
5 &
. ) " ) ' ) , & ' , %
3 !
) !
'
$ $
#
5
!
* / '
) ?
0 ? "
"
1
"
#
! * /
5
"
. ! "
! ! !
!
- " "
5 $
! ) " ' )
"
" $
& )
$
* /
3 "
*
+ , -./ '
'
<
! <
3 "
'
< "
3 "
# '
< ! $
<
! < " &
5 '
<
< !
! <
<
<
$ /' 0
! 6
$ '
!
$ ' !
) !
&@& *& @ " & / &
% &@& 7 >
1 <
" >
! &
$ '
" # " ! "
" $ *1 &+/
" "
& (
# !
& !
$
# % A
$ "
!
5 ! !
!
. *
/ $ ! "
"
- * /
$ ! "
" "
"
$ '
B $
'
" % " % ! " "
$
" 2
" "
$
# * " ! "
/ " $ "
5 ! A * "
. "
&
- $
" % !
:
C
!
* 2&@& 7 > & # 4 7 1
5 C$& 7 > $#
! '
+ 1 ! !
* 3&@& 7 > & 5 4
5 D$& 7 > $5
'
"
"
5
!
* 4&@& 7 > & . 4 (
5 4$& 7 > $.
% !
'
% ! ! !
!
* &@& 7 > & : 4
5 $& 7 >
$-'
* &@& 7 > & D 4 ( &
5 $& 7 > $D
A '
A A
A A
! ! % &
# A A
"#$%&
' (
' ( "#$)& ' (
* "#$"&
*
(
( "#$+& (
*
*
* "#$,& *
*
"#$-&
* $&@& 7 > & 4 4 ( &
5 #$& 7 > $ 4
! '
" "
"
#
.
- " "
$ % !
3 4
. /
0 .
3 4 7
# 3 # 4 7 1
1 . / 0 0 * 1 . / 0 0 * 1 . / 0 0 * 2 1 . / 0 0 * * 2 ( ' (
5 3 5 4
. 3 . 4 (
- 3 - 4 2
*
/ $ *
$
: 3 : 4
C 3 C 4
/ .
34 /
0
0 *
D 3 D 4 ( &
1 .
34 /
0 .
*
1 .
34
/ 0
.
*
5
34
/ 0 .
.
*
/
4 3 4 4 ( &
$ $ ' /' 0
!
+ & *$ #
/ &
7 2
$ $ 5' / 0
+ ! '
+ , ' A A A
A
! ) ' A A A
! ' A A
) ' A A
6 ' A A
7 8 ) ' A A " A
A A
9 ! ' A A
! A A
5!! ' A A A
A
(! ' A A A
8 ' A " A
A "
! '
, ' A A A "
A A
A
,! ) ' A A A "
A A
A
! % ' A A
A A A
A
% ' A A A
A A A
# % + & '
(! " (!
(! - ! " / # 0
(! + , %
+ , (! (!
+ , - ! " / # 0
! (! ! ) ! )
(! (!
! ) 5!! % "
5!! ! ) ! )
5!! - ! " / # 0
6 5!! )
5!! 6 6
5!! - ! " / # 0
(! 7 8 )
(! 8 8
) - ! " / # 0
8 7 8 ) )
8 7 8 ) 7 8 )
8 - ! " / # 0
) 8 ' )
(! 8 8
) - ! " / # 0
9 ! + , ,
9 ! : ,
: , + ,
9 ! ! ) ,! )
9 ! ,! )
,! ) ! )
" ! " / # 0
9 !
% 9 !
% %
" ! " / # 0
9 ! , %
9 !
% %
5 # # ! )
5 # # 8 ) ; ! )* /
* . * ( /
5 6 26 0 ")2+2"788 #7 9$ !1: $")% 9 2
6 ; 9 #%<#8<"78% #"" 9$1 0$")% 0 = 1 0
0 0 #"> #+ : $ $!#+> : $ $5 ? > 5 ? @ ( $"$ 2+
#, : $1 $ #+ $"$1 0 2" 4
"#" 029A02#+ -5,/ 9A0 = 6 ! A!=4 7#"
"#%> "#) 029A02#"> 02 /52#" -5,/ 9!A!:0! ! A!=4> 5 7#,
, , 2" 2" * *
5 # # ! ) * /
* . $2@ *)* /
5 6 26 0 ")2+2"788 #7 9$ !1: $")% 9 2
5 6 26 0 ")2+2"788 #7 9$ !1: $")% 9 2
6 ; 9 #%<#8<"78% #"" 9$1 0$")% 0 = 1 0
6 ; 9 #%<#8<"78% #"" 9$1 0$")% 0 = 1 0
0 0 #" : $ $!#+ 5 ? $"$ 2+ "#"
0 0 #+ : $ $ #+" 5 ? @ $"$ 2+ "#"
#, : $1 $ #+ $"$1 0 2" 4 "#%
#, : $1 $ #+ $"$1 0 2" 4 "#)
029A02#+ -5,/ 9A0 = 6 ! A!=4 7#" , , 2" 2" * *
029A02#+ -5,/ 9A0 = 6 ! A!=4 7#" , , 2" 2" * *
029A02#" -5,/ 9!A!:0! ! A!=4 7#, """ "! =2+ = 2+ = =
5 6 26 0 ")<#+<"788 #" #7 "#" 7#"
5 6 26 0 ")<#+<"788 #+ #7 "#" 7#"
6 ; 9 #%<#8<"78% #, #"" "#% 7#,
6 ; 9 #%<#8<"78% #, #"" "#) 7#,
9$ !1: $")% 9 2
9$ !1: $")% 9 2
9$1 0$")% 0 = 1 0
9$1 0$")% 0 = 1 0
: $ $!#+ $"$ 5 ? 2+
: $ $ #+" $"$ 5 ? @ ( 2+
: $1 $ #+ $"$1 2"
: $1 $ #+ $"$1 2"
029A02#+ -5,/ 9A0 = 6 ! A!=4 029A02#+ -5,/ 9A0 = 6 ! A!=4 029A02#" -5,/ 9!A!:0! ! A!=4
02 /52#" 5
, 2" , 2" """ =2+ """ =2+ 0 0 0 0 0 0 $"$ $"$ $"$1 0 $"$1 0 2+ 2+ 2" 4 2" 4 * * * * = = = =
2" * 2"
2" * 2"
=2+ = = 2+
=2+ = = 2+
5 # # # ! ) * /
#7 9$ !1: $")%
#7 9$ !1: $")%
#"" 9$1 0$")%
#"" 9$1 0$")%
5 6 26 0 ")<#+<"788
6 ; 9 #%<#8<"78%
9$ !1: $")% 9 2
9$ !1: $")% 9 2
9$1 0$")% 0 = 1 0
9$1 0$")% 0 = 1 0
: $ $!#+ $"$ 5 ?
: $ $ #+" $"$ 5 ? @ (
: $1 $ #+ $"$1 : $1 $ #+ $"$1
#" : $ $!#+
#+ : $ $ #+"
#, : $1 $ #+
#, : $1 $ #+
, 2" ,
, 2" ,
""" =2+ "! """ =2+ "!
7#" , 7#" , 7#, """ 7#, """ "#" 029A02#+ "#" 029A02#+ "#% 029A02#"
"#) 02 /52#"
029A02#+ -5,/ 9A0 = 6 ! A!=4 029A02#+ -5,/ 9A0 = 6 ! A!=4 029A02#" -5,/ 9!A!:0! ! A!=4
02 /52#" 5
5 # # 5 ! ) * /
' A F A F A F
A F F F
? ' A F A F A F F
# 2 ' A F A
5 % ' A F A F A
. ' A F A
- " ' A " F A F A "
: # ' A F A F A F A F
F F
C - ' A F A F
D 0 " ' A F A " F A F
A F A F F F
4 ' A F A F
' A F A F ! F
A F A F F F F F F F F
F
' A A F A F A F
A F F F F F F A
# ' A A F A F A F F
A F F F F F F F
5 ' A A F A F A F A F
F F F A
15. ' A A F A F
A F A F F F F F F
$ $ $ ( '
2 '
% ' A
@ % ' A
'
) + ,
! < ) %
< )
(
A 8 ! 4 2 %
A 8 ! . 2
$ A 8 ! #4 2
A # 7
. % G !
1 ? 4 ?
2 ' ?
% ' A
@ % ' A
'
) ! )
# 2 ' 2
% ' A
@ % ' $
'
) $
! < ) %
< )
(
A 8 ! . 2 2
A 8 ! #4 2
! < ) % < ) (
A 8 ! . 2
A 8 ! . 2
$ A 8 ! #4 2
8 ! .4
5 2 ' %
% ' A
@ % ' A
'
) (!
! < ) %
< )
(
A 8 ! . 2
A 8 ! . 2
$ A 8 ! #4
. 2 '
% ' A
@ % ' $
'
) .
! < ) %
< )
(
A 8 ! . 2
- 2 ' "
% ' A "
@ % ' A
'
) 1 8
! < ) %
< )
(
A " 8 ! . 2 "
A 8 ! . 2
$ A " 8 ! #4 2 "
: 2 '
% ' A
@ % ' A F A
'
) = 5!!
! < ) %
< )
(
A 8 ! . 2
A 8 ! . 2
$ A > ! 8 ! . 2 > !
A 8 ! 4 2
1 4 ?
= 4 ?
C 2 ' > !
% ' A
@ % ' $
'
) 2 6
! < ) %
< )
(
A > ! 8 ! . 2 > !
A > ! 8 ! 4 $ > !
$ 8 ! 44 %
D 2 ' 0 "
% ' A
@ % ' A " F A
'
) 3 7 8 )
! < ) %
< )
(
A 8 ! . 2
A " 8 ! . 2 "
$ A 8 ! . 2
A 8 ! #4 2
. A &
1 8 ! . 0
= ! 1 . !
"
4 2 '
% ' A
@ % ' $
'
) 4 + ,
! < ) %
< )
(
A 8 ! . 2
A 8 ! 4 2 "
2 ' 1
% ' A
@ % ' $
'
) !"
! < ) %
< )
(
A! 8 ! . 2 !
A! 8 ! #4 2 !
$ " 8 ! . "
A 8 ! 4
. A &
1 8 ! 4 0
= 8 ! 4
2 8 ! 4 2 H
3 8 ! - %
4 8 ! 44
1 4 2
1 2
$ 8 ! 4
2 '
% ' A A
@ % ' A F A
'
) + ,
! < ) %
< )
(
A A 8 ! . 2
A! 8 ! . 2 !
$ A 8 ! . 2 %
&
. A &
1 0
= 0
2 4 ?
3
# 2 ' ?
% ' A A
@ % ' A F A
'
) $ ! )
! < ) %
< )
(
A A 8 ! . 2
A! 8 ! . 2 !
$ A 8 ! . 2
8 ! 4 3
. &
1 A & 4
= 0
2 # 0
3 # 7
4 4 ?
5 2 '
% ' A A
@ % ' A F A
'
)
! < ) %
< )
(
A A 8 ! . 2
A! 8 ! . 2 !
$ A 8 ! . 2
&
. A &
1 0
= # 0
2 4 ?
3
. 2 '
% ' A A
@ % ' A F A
'
) .
! < ) %
< )
(
A A 8 ! . 2
A! 8 ! . 2 !
$ A 8 ! . 2
&
. A &
1 0
= 0
$ ' % ) % ;- % $ ' % ) # $"
. ! * / '
)& . ! *
. ! 2
# . ! %
5 . !
. . ! "
- . !
-: . ! #
C . !
D . ! ?
4 . ! 0 "
. !
. ! ?
# . !
5 . !
. . !
- . !
: . ! 0
C !
! !
$ ' % ) - %
! ! * /
( ! '
7
7
# 7
5 7
! !
!
$ . ' % ) /*+ 0
?
) '
< & *
b. < &
"
"
< 0 "
"
"
&
&
&
& 0
I '
* 3 ! ? ?
?
" "
/ "
* 4 ! ? ? 1
# ?
" " /
* ! ? ?
5 ?
"
"
< &
! I '
* ! ? ? <
. ? !
! "
"
< &
!
! < &
!
"
! !
* $ ! ? ? @ ! &
- ?
"
"
7
!
! I '
)
&
'
% *0 /
'
5 # 44 I?J
< : !
! 0 4 I3
. <3
8I C <3
1
% 7 *- /
1 <
" '
2 K - ' #
-! 3 * - 4 5 > . 4 . #
- * &3< /
-, ! 1 <
< J @ G > # - # < "
' ! -,
. %)
. ) % /! 0
!
?
*-/
%&'&
!
6 < !
) ! !
! "
"
# $ #$ %
& ' $ % #% #
( !) *
!*
+
% #% ,
" - $
*
$ #
"
. $
% " %
%
! % /
&
( 0
, $ $ $
+
Alferoff, Catrina and Knights, David. 2008. CRM in call centers: The uneasy
process of re(form)ing the subject through the 'people-by-numbers'
approach. Inf Organ: 1-2.
! " # # #$ % " & # "
# '
( ) #**#
+ , ! % ) - "
"" '" . " &
/ . 0 1 # # ! $ ! %
% # # , - 2
3 4 ! 3 3 ) 4 5 '
- . 5) ) ! & # ' ( )* +) 5 ) "
$
" . - , ( - $ .
. 605 7 ". 8
" . - ( ( - .
5 % , 9 ! $
-! - 9 ! : ) #
5 % ( / 0 & 9 ! : )
*
: 1 ( !! 2 7 ". : ;
: : 9 # ! 3 4 5
5 $
: ! ) 3 1 7 ". 2
( % ) 8 ( - 3
5 ) 7 ". 8
% % < 8 ! 8$ 8=
, > % ? 50@ 6 8 &
# ; # # '
< ) < 3 . 0 = ( ! # - 6
- " " 4" " -" 2
! " # #8 2 5 5< = #=$ 8 " # '
< ! 1 ( ! 2 5 ) " $
A) ) / / ' 7 8998 :
:
4 ( . ( 0 0 ) : / (
," B - / ) , 0 % ) C D )
