Pengaruh Kualitas Pelayanan Terhadapkepuasan Pelanggan (Survei Pada Pelanggan Kedai Kober Mie Setan Di Gresik)

Jurnal Administrasi Bisnis (JAB)|Vol. 47 No.2 Juni 2017| administrasibisnis.studentjournal.ub.ac.id

199

PENGARUH KUALITAS PELAYANAN TERHADAPKEPUASAN PELANGGAN

(Survei pada Pelanggan Kedai Kober Mie Setan di Gresik)

Yuyun Nur Faridah Achmad Fauzi

Fakultas Ilmu Administrasi 8QLY__{UVLWDVBrawijaya}

Malang

?_{mail:faridah.yuyun@yahoo.co.id}

ABSTRACT

This study aims to : Discover the influence between variable of Tangibles, Reliability, Responsiveness, Assurance, and Empathy WRZDUG WKH &XVWRPHUV¶ 6atisfaction. In addition, from the data result of multiple linear Regression, it can be concluded that the value of Fcount is 27,375 and higher than Ftable which is just 2,297. In the significant level of 0,05 H0 LV UHMHFWHG ,W PHDQV WKDW YDULDEOH RI &XVWRPHU¶V 6DWLVIDFWLRQ < LV LQIOXHQFHG VLgnificantly by

YDULDEOH RI 6HUYLFH ; GHWHUPLQDQW FRHIILFLHQW YDOXH 5 VKRZV ZKLFK PHDQV YDULDEOH RI &XVWRPHU¶V

Satisfaction (Y) is influenced by 53,4 % of variable of Tangibles, Reliability, Responsiveness, Assurance, and Empathy, while the rest of 46,6 % is influenced by variables beyond independent variable in this research. Therefore, variable of Tangibles, Reliability, Responsiveness, Assurance, and Empathy have given strong

LQIOXHQFH WRZDUG YDULDEOH RI &XVWRPHU¶V Satisfaction. The conclusion of this study is there are simultaneously and partially influences among variable of Tangibles, Reliability, Responsiveness, Assurance, and Empathy toward variable of Customer Satisfaction.

Keywords : Costumer Satisfaction, Service Quality

:_BSTR:_K

3__Q__OLWLZ_{Q LQL E}__UWXMXZ_{Q XQWXN 0}__QJ__WZ_KXLZ_GZ_{Q P}__QM__OZ_VNZ_{Q S}__QJZ_{UXK V}__FZ_UZ_VLPXOWZ_{Q G}Z_QSZ_UVLZ_OZ_QWZ_UZ_YZ_ULZ_EO_ %XNWL )LVLN .__KZ_QGZ_OZ_{Q '}Z_\Z₇Z_QJJZ_{S -}Z_PLQZ_{Q G}Z_Q?_PSZ_{WL W}__UKZ_GZ_{S 7LQJN}Z_{W .}__SXZ_VZ_{Q 3}__OZ_QJJZ_{Q '}Z_{UL K}Z_VLO XML U__JU__{VL OLQL}__{U E}__UJZ_QGZ _{GL G}Z_SZ_{W QLO}Z _{)hitung V}__E__VZ_{U O}__{ELK E}__VZ_{U G}Z_{UL )t}Z_b__l V_E_VZU 3ZGZ WZUZI VLJQLILNZ_{Q P}Z_NZ_{+0 GLWRO}Z_{N \}Z_{QJ E}__UZ_{UWL E}Z_KZZ_YZ_ULZ_EO__7LQJNZ_{W .}__SXZ_VZ_{Q 3}__OZ_QJJZ_{Q < GLS}__QJZ_{UXKL V}__FZ_UZ VLJQLILNZ_{Q RO}__{K Y}Z_ULZ_EO_₃__OZ_\Z_QZ_{Q ; QLO}Z_{L NR}__ILVL__{Q '}__W__UPLQZ_{VL (R}2 _P__QXQMXNNZ_QZ_QJNZ _\Z_{QJ E}__UZ_UWL YZ_ULZ_E__{O 7LQJN}Z_{W .}__SXZ_VZ_{Q 3}__OZ_QJJZ_{Q < GLS}__QJZ_{UXKL V}__E__VZ_{U RO}__{K Y}Z_ULZ_EO_ _{%XNWL)LVLN .}__KZ_QGZ_OZ_Q, 'Z_\Z ₇Z_QJJZ_{S -}Z_PLQZ_{Q G}Z_Q ?_PSZ_{WL V}__GZ_QJNZ_{Q VLV}Z_Q\Z _GLS__QJZ_{UXKL RO}__{K Y}Z_ULZ_E__{O O}Z_{LQ GLOX}Z_{U Y}Z_ULZ_EO_ E__EZ_{V S}Z_GZ _S__Q__OLWLZ_{Q LQL '}__QJZ_{Q G}__PLNLZ_{Q Y}Z_ULZ_EO_ _E__EZ_{V %XNWL )LVLN .}__KZ_QGZ_OZ_{Q '}Z_\Z ₇Z_QJJZ_{S -}Z_PLQZ_Q GZ_Q?_PSZ_{WL P}__PSXQ\Z_{L KXEXQJ}Z_{Q \}Z_{QJ NX}Z_{W W}__UKZ_GZ_{S Y}Z_ULZ_EO__7LQJNZ_{W .}__SXZ_VZ_{Q 3}__OZ_QJJZ_{Q .}__VLPSXOZ_{Q G}Z_UL KZ_{VLO S}__Q__OLWLZ_Q Z_GZ_OZ_{K E}Z_KZZ Z_GZ _S__QJZ_{UXK V}__FZ_UZ _E__UVZ_PZ_-VZ_PZ _GZ_{Q S}Z_UVLZ_O Z_QWZ_UZ _YZ_ULZ_EO_ _{%XNWL )LVLN} .__KZ_QGZ_OZ_{Q '}Z_\Z₇Z_QJJZ_{S -}Z_PLQZ_{Q G}Z_Q?_PSZ_{WL W}__UKZ_GZ_{S 7LQJN}Z_{W .}__SXZ_VZ_{Q 3}__OZ_QJJZ_Q

Jurnal Administrasi Bisnis (JAB)|Vol. 47 No.2 Juni 2017| administrasibisnis.studentjournal.ub.ac.id

200

3?_1':_+8/8:₁

Bisnis kulin__{r m}__rupZ_kZ_{n s}Z_lZ_{h s}Z_{tu d}Z_ri s__kiZ_{n b}Z_nyZ_{k bisnis y}Z_{ng m}__n__rZ_pkZ_{n ku}Z_litZ_s p__lZ_yZ_nZ_{n p}__lZ_nggZ_{n s}__bZ_gZ_i Z_sp__{k y}Z_{ng b}__rp__rZ_n p__{QWLQJ G}Z_OZ_{P P}__QZ_{ULN S}__OZ_QJJZ_{Q Gim}Z_nZ _bisnis kulin__{r ini m}__n__rZ_pkZ_{n k}__limZ Z_sp__{k ku}Z_litZ_V S__OZ_\Z_QZ_{Q S}__OZ_QJJZ_{Q P}__{QXUXW 3}Z_rZ_surZ_mZ_{n di}Z_tZ_s, diZ_ntZ_rZ_nyZ _yZ_{itu: bukti fisik b}__rupZ _d__sZ_in bZ_ngunZ_{n y}Z_{ng m}__njZ_{di lookp}__UWZ_PZ _{XQWXN P}__QZ_ULN S__OZ_QJJZ_{Q N}Z_r__nZ _s__mZ_{kin b}__rjZ_murnyZ _bisnis kulin__{r b}__rupZ _kZ_f__{, k}__dZ_{i, mini r}__stot__rs__but m__mbuZ_{t p}__lZ_{ku bisnis h}Z_{rus m}__m__rZ_{s ot}Z_knyZ _dZ_n s__kr_Z_{tif mungkim untuk m}__mbuZ_{t d}__sZ_{in y}Z_ng s__d__mikiZ_{n rup}Z Z_gZ_{r p}__{ngunjung t}__rtZ_{rik d}Z_n m__rZ_sZ _nyZ_mZ_{n guQ}Z_P__PZ_QMZ_NZ_{Q S}__OZ_QJJZ_{Qdi k}Z_f_ t__rs__{but. S}__lZ_{in XQWXN P}__PZ_QMZ_NZ_{Q S}__OZ_QJJZ_Q, d__sZ_{in b}Z_ngunZ_{n jug}Z _dibutuhkZ_{n untuk m}__ngikuti gZ_yZ _{hidup m}Z_syZ_rZ_kZ_{t p}__rkotZZ_{n y}Z_{ng s}__mZ_{kin high} GZ_{Q VS}__NWZ_NXO__{r d}__ngZ_{n s}__{iring b}__rk__mbZ_ngnyZ zZ_mZ_{n y}Z_{ng m}__{nuntut m}__r__kZ _{untuk ingin m}__ngikuti dZ_{n m}__njZ_dikZ_{n m}Z_kZ_nZ_{n s}__bZ_gZ_{i g}Z_yZ _hidup m__r__kZ_.

S__t__lZ_{h bukti fisik y}Z_{ng d}Z_pZ_{t m}__nZ_rik p__lZ_nggZ_{n untuk d}Z_tZ_ng.HZ_{l s}__lZ_njutnyZ _yZ_ng m__njZ_{di p}__rtimbZ_ngZ_{n bisnis kulin}__r Z_dZ_lZ_h p__lZ_yZ_nZ_{n y}Z_{ng b}Z_{ik y}Z_{ng d}Z_pZ_{t m}__nimbulkZ_n k__d__kZ_tZ_n Z_tZ_{u k}_Z_krZ_bZ_Q Z_QWZ_UZ _NZ_U\Z_ZZ_{Q G}Z_Q S__OZ_QJJZ_QyZ_{ng k}__mudiZ_{n m}__nciptZ_kZ_{n N}__Q\Z_PZ_QZ_Q EZ_{JL S}__OZ_QJJZ_Q.HZ_rZ_pZ_{n S}__OZ_QJJZ_Q Z_tZ_{s ku}Z_litZ_s p__lZ_yZ_nZ_{n y}Z_{ng b}Z_ik Z_kZ_{n m}__njZ_{di p}__rtimbZ_ngZ_n dZ_lZ_{m k}__puZ_sZ_n Z_kZ_{n produk} Z_tZ_{u j}Z_sZ _W__UV__EXW 6__OZ_{LQ LWX m}Z_kZ_nZ_n Z_tZ_{u minum}Z_{n y}Z_{ng t}__rs__diZ _di k__dZ_{i, k}Z_f__, Z_tZ_{u mini r}__{sto jug}Z _P__QMZ_GL S__UWLPEZ_QJZ_{Q S}__OZ_QJJZ_{Q XQWXN P}__UZ_VZ SXZ_{V %}__rk__mbZ_ngZ_{n z}Z_mZ_{n, P}__PEXZ_W S__OZ_QJJZ_{Q PXO}Z_{L P}__PS__UKZ_WLNZ_{Q N}__V__KZ_WZ_{Q Xntuk} itu dZ_lZ_{m m}__ny__diZ_kZ_{n m}Z_kZ_nZ_{n d}Z_{n minum}Z_n SURGXV__{Q K}Z_{UXV P}__PEXZ_{W S}__OZ_QJJZ_{Q tid}Z_{k m}__rZ_sZ rZ_{gu d}__ngZ_{n ku}Z_litZ_{s k}__dZ_{i, k}Z_f__, Z_tZ_{u mini r}__sto t__rs__but.

Bisnis kulin__{r V}__PZ_{NLQ E}Z_Q\Z_{N di*U}__VLN GLNXWLS GZ_{UL U}Z_GZ_{U 6XU}Z_EZ_\Z ₆__NU__WZ_{ULV +LPSXQ}Z_Q 3__QJXVZ_KZ _0XGZ _,QGRQ__VLZ _{+LSPL P}__Q\Z_WZ_NZ_Q ³.Z_OZ_{X N}Z_{PL P}__QJZ_PZ_{WL V}__OZ_PZ _V__P__VW__{U , LQL} Z_GZ V__NLWZ_{U N}Z_I_ _U__VWRUZ_{Q E}Z_{UX EXN}Z Z_WZ_{X G}Z_OZ_{P V}Z_WX EXOZ_{Q ELV}Z _U__VWRUZ_{Q V}__S__{UWL GL N}Z_ZZ_VZ_{Q S}__UXPZ_KZ_Q *U__{VLN .RW}Z _%Z_{UX´ 6}__GZ_QJNZ_{Q E}__UGZ_VZ_UNZ_{Q G}Z_WZ 'LQZ_{V .RS}__UZ_{VL 3}__ULQGXVWULZ_{Q G}Z_{Q 3}__UGZ_JZ_QJZ_Q *U__{VLN MXPO}Z_{K N}Z_I_ _GZ_{Q U}__VWRUZ_{Q GL *U}__{VLN \}Z_QJ VXGZ_{K W}__UGZ_IWZ_{U V}__NLWZ_{U XV}Z_KZ _{%LVQLV NXOLQ}__U P__{PLOLNL p}__rsZ_ingZ_n Z_kZ_{n ku}Z_litZ_{s y}Z_{ng dib}__rikZ_n

k__pZ_dZ _p__lZ_nggZ_{n gun}Z _m__m__{nuhi k}__inginZ_{n y}Z_ng t__lZ_{h dij}Z_njikZ_n.6__OZ_{LQ ku}Z_litZ_{s p}__lZ_yZ_nZ_{n y}Z_ng P__QMZ_{GL S}__UWLPEZ_QJZ_{Q s}__gm__ntZ_{si y}Z_{ng t}__SZ_W VZ_VZ_UZ_{Q P}__QMZ_GLNZ_{Q S}__OZ_QJJZ_{Q m}__lZ_kukZ_n p__mb__liZ_{n ul}Z_{ng. H}Z_rgZ _yZ_{ng s}__suZ_{i d}__ngZ_n Z_pZ _yZ_ng didZ_pZ_{t jug}Z _m__njZ_{di p}__rtimbZ_ngZ_{n d}Z_lZ_m p__rk__mbZ_ngZ_{n bisnis kulin}__{r di Gr}__sik.

Bisnis kulin__{r y}Z_{ng s}__dZ_{ng tr}__ndb__lZ_kZ_ngZ_n ini yZ_{itu kulin}__{r G}__QJZ_{Q U}Z_VZ _S__GZ_{V \}Z_{QJ E}__UO__Y_ O-O__Y__OZ_WZ_{X E}__UWLQJNZ_W-WLQJNZ_{W U}Z_VZ_N__S__GZ_VZ_QQ\Z₆ZZ_W LQL GL *U__{VLN t}__rdZ_pZ_{t E}__UEZ_JZ_{L P}Z_FZ_P SURGXV__QPZ_NZ_QZ_{Q PL}_ _S__GZ_{V G}__QJZ_{Q E}__{QWXN G}Z_Q WLQJNZ_{W N}__S__GZ_VZ_{Q \}Z_{QJ E}__UE__GZ_-E__GZ₊Z_PSLU PZ_NZ_QZ_{Q G}Z_{Q PLQXP}Z_{Q \}Z_{QJ GLV}Z_MLNZ_{Q RO}__{K S}Z_UZ SURGXV__{Q PL}_ _S__GZ_{V P}__{PLOLNL Y}Z_ULZ_VL-YZ_ULZ_{VL \}Z_QJ E__UZ_JZ_{P XQWXN P}__QZ_{ULN NRQVXP}__{Q G}Z_WZ_{QJ N}_ W__PSZ_WQ\Z ₆__OZ_{LQ K}Z_{O W}__UV__{EXW N}__GZ_L-N__GZ_{L S}__QMXZ_O PL__E__UO__Y__{O MXJ}Z_P__QRQMRONZ_{Q G}__VZ_{LQ W}__PSZ_{W XQWXN} N__Q\Z_PZ_QZ_{Q G}Z_{Q N}__SXZ_VZ_{Q S}__OZ_QJJZ_Q Z_JZ_{U G}Z_WZ_QJ N__PEZ_OL Z_WZ_{X E}Z_KNZ_{Q P}__U__NRP__QGZ_VLNZ_{Q N}__SZ_GZ RUZ_{QJ O}Z_LQ .__GZ_{L .RE}__{U 0L}_ ₆__WZ_{Q *U}__{VLN P}__UXSZ_NZ_Q SURGXV__{Q PL}_ _S__GZ_{V \}Z_{QJ P}__QMZ_{GL S}__ORSRU E__UPXQFXOZ_QQ\Z_PL__S__GZ_{V GL *U}__{VLN 6}__OZ_{LQ P}__QMZ_GL SURGXV__{Q S}__UWZ_PZ_\Z_{QJ P}__QFLSWZ_NZ_{Q P}Z_NZ_QZ_{Q S}__GZ_V E__UO__Y__{O .X}Z_OLWZ_{V 3}__OZ_\Z_QZ_{Q .}__GZ_{L .RE}__{U 0L}_₆__WZ_Q VZ_QJZ_{W E}Z_{JXV G}Z_{Q V}__VXZ_{L G}__QJZ_{Q W}__{RUL \}Z_QJ GLQ\Z_WZ_NZ_{Q RO}__{K 3}Z_UZ_VXUZ_PZ_{Q GLP}Z_QZ _S__OZ_\Z_QZ_Q \Z_{QJ GLE}__ULNZ_{Q V}Z_QJZ_{W F}__SZ_{W W}Z_QJJZ_{S G}Z_{Q U}Z_PZ_K N__PXGLZ_{Q E}Z_QJXQZ_{Q LQW}__{ULRU \}Z_{QJ P}__QZ_{ULN G}Z_Q E__{UVLK G}Z_{Q \}Z_{QJ WLG}Z_{N N}Z_OZ_{K S}__{QWLQJ P}__{QX P}Z_NZ_QZ_Q W__UMZ_{PLQ 5}Z_VZ _S__GZ_{V \}Z_{QJ E}__UE__GZ _V__WLZ_S O__Y__OQ\Z_m__mb__rikZ_{n t}Z_ntZ_ngZ_{n t}__rs__ndiri Z_kZ_n tingkZ_{t r}Z_sZ _{XQWXN GLFRE}Z _RO__{K S}Z_UZ _S__OZ_QJJZ_Q 3__mb__riZ_nQZ_PZ _\Z_{QJ XQLNG}Z_{Q E}__UZ_Q__NZ _UZ_JZ_P P__PEXZ_{W S}__OZ_QJJZ_{Q LQJLQ m}__ncobZ _s__tiZ_{p m}__nu yZ_{ng dis}Z_jikZ_{n. '}__VZ_{LQ LQW}__{ULRU \}Z_{QJ P}__QZ_ULN W__PSZ_{W S}Z_{UNLU \}Z_{QJ OX}Z_{V K}Z_UJZ _\Z_{QJ V}__VXZ_{L G}__QJZ_Q NZ_{QWRQJ S}__OZ_MZ_{U P}Z_KZ_VLVZZ _S__OZ_\Z_QZ_{Q \}Z_{QJ U}Z_PZ_K GZ_{Q F}__SZ_{W NX}Z_OLWZ_{V P}Z_NZ_QZ_{Q \}Z_{QJ E}Z_{LN P}__QMZ_GLNZ_Q W__PSZ_{W LQL E}Z_Q\Z_{N V}__NZ_{OL GLNXQMXQJL RO}__K S__OZ_QJJZ_{Q 6}__OZ_{LQ LWX O}__tZ_{k y}Z_{ng str}Z_t__{gis jug}Z m__njZ_{di p}__rtimbZ_ngZ_{n p}__lZ_nggZ_{n XQWXN N}__PEZ_{OL G}Z_Q O__{ELK PXG}Z_{K dic}Z_{ri k}Z_r__nZ _l__tZ_knyZ _b__rZ_dZ _di NZ_ZZ_VZ_{Q *U}__{VLN .RW}Z_%Z_{UX *.% .} 6Z_OZ_{K V}Z_{WX N}__XQLNZ_{Q .}__GZ_{L .RE}__{U 0L}_₆__WZ_{Q \}Z_LWX S__PE__ULZ_{Q Q}Z_PZ _\Z_{QJ E}__{UXQVXU V}__WZ_{Q G}__QJZ_Q PZ_{NVXG N}__S__GZ_VZ_{Q PL}_ _\Z_{QJ GLV}Z_MLNZ_{Q V}__S__{UWL FLUL} NKZ_{V V}__WZ_{Q \}Z_{QJ E}__UNRQRWZ_{VL V}__UZ_{P \}Z_{QJ GL}Z_UWLNZ_Q EZ_KZZ _S__GZ_VQ\Z _.RE__{U 0L}_ ₆__WZ_{Q V}Z_QJZ_{W S}__GZ_V V__NZ_{OL 6}__OZ_{LQ LWX S}__PE__ULZ_{Q Q}Z_PZ _PLQXPZ_{Q MXJ}Z

Jurnal Administrasi Bisnis (JAB)|Vol. 47 No.2 Juni 2017| administrasibisnis.studentjournal.ub.ac.id 201 WLGZ_{N O}__SZ_{V G}Z_{UL XQVXU V}__WZ_{Q \}Z_{LWX V}__S__UWL __V J__QG__UXZR __{V NXQWLO}Z_QZ_{N G}Z_{Q O}Z_{LQ V}__EZ_JZ_LQ\Z K:_JI:_{N PUST}:_K: KuZ_litZ_{s P}__lZ_yZ_nZ_n

M__{nurut Lov}__{lock, Wirtz, d}Z_{n Mussry} (2010:153) kZ_tZ _kuZ_litZ_{s m}__miliki Z_{rti y}Z_{ng b}__rb__dZ bZ_{gi s}__tiZ_{p or}Z_{ng, t}__rgZ_{ntung d}Z_{ri kont}__ksnyZ_{, y}Z_itu :

1) PZ_ndZ_ngZ_{n tr}Z_ns__nd__nm__ng__nZ_{i ku}Z_litZ_s b__{rsinonim d}__ngZ_{n k}__unggulZ_{Q E}Z_ZZZ_{Q W}Z_QGZ -WZ_QGZ_VWZ_QGZ_{U G}Z_{n pr}__stZ_{si y}Z_{ng tinggi;}

2) P__nd__kZ_tZ_{n b}__rbZ_{sis m}Z_nufZ_{ktur did}Z_sZ_rkZ_n pZ_dZ _p__rs__diZZ_{n d}Z_{n t}__rutZ_mZ _sZ_ngZ_t m__m__rhZ_tikZ_{n pr}Z_ktik-prZ_{ktik t}__{knik d}Z_n mZ_nufZ_ktur;

3) D__{finisi b}__rbZ_{sis p}__nggunZ_{, d}__{finisi ini} m__nyZ_mZ_kZ_{n ku}Z_litZ_{s d}__ngZ_{n k}__puZ_sZ_n mZ_{ksimum. P}__rsp__{ktif y}Z_{ng subj}__{ktif d}Z_n b__rori__ntZ_{si p}Z_dZ _k__butuhZ_{n ini m}__ngZ_kui bZ_hwZ _p__lZ_nggZ_{n y}Z_{ng b}__rb__dZ _m__miliki k__inginZ_{n d}Z_{n k}__butuhZ_{n y}Z_{ng b}__rb__dZ _pulZ_; 4) D__{finisi b}__rbZ_{sis nil}Z_{i m}__nd__finisikZ_{n ku}Z_litZ_s

dZ_lZ_{m h}Z_{l nil}Z_{i d}Z_{n h}Z_rgZ_{. D}__ngZ_n m__mp__rtimbZ_ngkZ_{n p}__rtukZ_rZ_n Z_ntZ_{r kin}__rjZ (Z_tZ_{u k}__s__suZ_iZ_{n) d}Z_{n h}Z_rgZ_{, ku}Z_litZ_s did__finisikZ_{Q ³N}__unggulZ_{n y}Z_{ng t}__rjZ_ngkZ_X´

Mutu Z_tZ_{u ku}Z_litZ_{s m}__{nurut Go}__{ts d}Z_{n D}Z_vis (1994) kuZ_litZ_{s m}__rupZ_kZ_{n su}Z_{tu kondisi din}Z_mis yZ_{ng b}__rhubungZ_nd__ngZ_{n produk, j}Z_sZ_{, m}Z_nusiZ_, pros__{s, d}Z_{n lingkung}Z_{n y}Z_{ng P}__P__QXKL Z_WZ_X P__O__{ELKL K}Z_UZ_SZ_Q

LimZ _dim__{nsi NX}Z_OLWZ_{V S}__OZ_\Z_QZ_{Qpokok m}__nurut PZ_rZ_surZ_mZ_n, __t Z_{l G}Z_OZ_{P 7MLSWRQR G}Z_{Q &K}Z_QGUZ (2011:198) t__rs__{but, y}Z_{itu :}

1) TZ_ngibl__{s (bukti fisik), y}Z_{itu bukti fisik d}Z_n m__njZ_{di bukti} Z_wZ_{l y}Z_{ng bis}Z _ditunjukkZ_{n ol}__h orgZ_nisZ_{si p}__ny__diZ _lZ_yZ_nZ_{n y}Z_{ng ditunjukk}Z_n ol__{h t}Z_mpilZ_{n g}__{dung, f}Z_silitZ_{s fisik p}__ndukung, p__rl__ngkZ_pZ_{n d}Z_{n p}__nZ_mpilZ_{n p}__k__rjZZ_n;

2) R__liZ_{bility (k}_Z_ndZ_lZ_{n), y}Z_{itu k}__mZ_mpuZ_n p__ny__diZ _lZ_yZ_nZ_{n m}__m__b__rikZ_{n l}Z_yZ_nZ_{n y}Z_ng dijZ_njikZ_{n d}__ngZ_{n s}__g__rZ_, Z_kurZ_{t, d}Z_n m__muZ_skZ_n; 3) R__sponsiv__n__{ss (d}Z_yZ _tZ_nggZ_{p), y}Z_{itu p}Z_rZ p__k__rjZ _m__{miliki k}__mZ_uZ_{n d}Z_{n b}__rs__diZ m__mbZ_{ntu p}__lZ_nggZ_{n d}Z_{n m}__mb__{ri l}Z_yZ_nZ_n d__ngZ_{n c}__pZ_{t d}Z_{n t}Z_nggZ_p; 4) :_ssurZ_nc_ _MZ_PLQZ_{Q \}Z_{LWX S}__QJ__WZ_KuZ_{n d}Z_n N__FZ_NZ_SZ_{Q S}Z_UZ _S__N__UMZ _\Z_{QJ P}__Pb__rikZ_n jZ_minZ_{n b}Z_hwZ _m__r__kZ _bisZ _m__mb__rikZ_n lZ_yZ_nZ_{n d}__ngZ_{n b}Z_ik;

5) ?_mpZ_{thy (}__mpZ_{ti), y}Z_{itu p}Z_rZ _p__k__rjZ _mZ_mpu m__njZ_{min komunik}Z_{si int}__rp__rsonZ_{l d}Z_n m__mZ_hZ_{mi k}__butuhZ_{n p}__lZ_nggZ_n.

.__SXZ_VZ_{Q 3}__OZ_QJJZ_Q

M__{nurut W}__{stbrook & R}__{ily (1983)} b__rp__ndZ_pZ_{t b}Z_hwZ _k__puZ_sZ_{n p}__lZ_nggZ_{n m}__rupZ_kZ_n r__spon __mosionZ_{l t}__rhZ_dZ_{p p}__ngZ_lZ_mZ_n-p__ngZ_lZ_mZ_n b__rkZ_itZ_{n d}__ngZ_{n produk} Z_tZ_{u j}Z_sZ _t__rt__{ntu y}Z_ng dib__{li, g}__rZ_{i r}__tZ_il, Z_tZ_{u b}Z_hkZ_{n p}__rilZ_{ku (s}__p__rti p__rilZ_{ku b}__rb__lZ_njZ _dZ_{n p}__rilZ_{ku p}__mb__{li), s}__rtZ pZ_sZ_{r s}__cZ_rZ _k__s__luruhZ_{n. K}__puZ_sZ_{n (s}Z_tisfZ_ction)

b__rZ_sZ_{l d}Z_{ri b}Z_hZ_sZ _lZ_{tin, y}Z_{itu s}Z_{tis y}Z_{ng b}__rZ_rti

__nough Z_WZ_{X FXNXS d}Z_{n f}Z_c__r_ _yZ_{ng b}__rZ_{rti to do} Z_tZ_u m__lZ_kukZ_n. P__ngukurZ_{n k}__puZ_sZ_{n p}__lZ_nggZ_{n s}Z_ngZ_t p__{nting b}Z_{gi su}Z_{tu p}__rusZ_hZZ_n.'Z_OZ_{P .}__SXZ_VZ_Q 3__OZ_QJJZ_{Q MXJ}Z _W__UGZ_SZ_{W LQGLF}Z_{WRU .}__SXZ_VZ_Q 3__OZ_QJJZ_{Q +}Z_{ZNLQV G}Z_{Q /RQ}__{O\ GLNXWLS G}Z_OZ_P 7MLSWRQR P__Q\Z_WZ_NZ_QZ_{WULEXW S}__PE__QWXN .__SXZ_VZ_{Q 3}__OZ_QJJZ_{Q W}__{UGLUL G}Z_UL 1) .__V__VXZ_LZ_{Q +}Z_UZ_SZ_Q 0__UXSZ_NZ_{Q WLQJN}Z_{W N}__V__VXZ_LZ_Q Z_QWZ_UZ _NLQ__UMZ SURGXN \Z_{QJ GLK}Z_UZ_SNZ_{Q RO}__{K S}__OZ_QJJZ_{Q G}__QJZ_Q \Z_{QJ GLU}Z_VZ_NZ_{Q RO}__{K S}__OZ_QJZ_{Q P}__OLSXWL

x 3URGXN \Z_{QJ GLS}__URO__{K V}__VXZ_LZ_WZ_{X P}__O__ELKL G__QJZ_QZ_SZ_\Z_{QJ GLK}Z_UZ_SNZ_Q x 3__OZ_\Z_QZ_{Q RO}__{K N}Z_U\Z_ZZ_{Q \}Z_{QJ GLS}__URO__K V__VXZ_L Z_WZ_{X P}__{OLELKL G}__QJZ_{Q \}Z_QJ GLKZ_UZ_SNZ_Q x )Z_VLOLWZ_{V S}__QXQMZ_{QJ \}Z_{QJ GLG}Z_SZ_{W V}__VXZ_L Z_WZ_{X P}__O__{ELKL G}__QJZ_{Q \}Z_{QJ GLK}Z_UZ_SNZ_Q 2) 0LQZ_{W %}__{UNXQMXQJ .}__PEZ_OL 0__UXSZ_NZ_{Q N}__V__GLZZ_{Q S}__OZ_QJJZ_{Q XQWXN} E__{UNXQMXQJ N}__PEZ_OL Z_WZ_{X P}__OZ_NXNZ_{Q S}__PE__OLZ_Q XOZ_{QJ W}__UKZ_GZ_{S SURGXN W}__UNZ_{LW P}__OLSXWL x %__UPLQWZ _{XQWXN E}__{UNXQMXQJ N}__PEZ_{OL N}Z_U__QZ S__OZ_\Z_QZ_{Q \}Z_{QJ GLE}__ULNZ_{Q RO}__{K N}Z_U\Z_ZZ_Q P__PXZ_VNZ_Q x %__UPLQZ_{W XQWXN E}__{UNXQMXQJ N}__PEZ_{OL N}Z_U__QZ QLZ_L Z_WZ_{X P}Z_QIZZ_{W \}Z_{QJ GLS}__URO__{K V}__W__OZ_K P__{QJNRQVXPVL SURGXN} x %__UPLQZ_{W XQWXN E}__{UNXQMXQJ N}__PEZ_{OL N}Z_U__QZ IZ_VLOLWZ_{V S}__QXQMZ_{QJ \}Z_{QJ GLV}__GLZ_NZ_Q

Jurnal Administrasi Bisnis (JAB)|Vol. 47 No.2 Juni 2017| administrasibisnis.studentjournal.ub.ac.id 202 3) .__V__GLZZ_{Q 0}__U__NRP__QGZ_VL 0__UXSZ_NZ_{Q N}__V__GLZZ_{Q S}__OZ_QJJZ_{Q XQWXN} P__U__NRP__QGZ_VLNZ_{Q SURGXN \}Z_{QJ W}__OZ_K dLUZ_VZ_NZ_QQ\Z _N__SZ_GZ _W__PZ_Q Z_WZ_{X N}__OXZ_UJZ P__OLSXWL x 0__QZ_UZ_{NQ W}__PZ_Q Z_WZ_{X N}__UZ_EZ_{W XQWXN} P__PE__{OL SURGXN \}Z_{QJ GLW}Z_ZZ_UNZ_{Q N}Z_U__QZ S__OZ_\Z_QZ_{Q \}Z_{QJ P}__PXZ_VNZ_Q x 0__Q\Z_UZ_QNZ_{Q W}__PZ_Q Z_WZ_{X N}__UZ_EZ_{W XQWXN} P__PE__{OL SURGXN \}Z_{QJ GLW}Z_ZZ_UNZ_{Q N}Z_U__QZ IZ_VLOLWZ_{V S}__QXQMZ_{QJ \}Z_{QJ GLV}__GLZ_NZ_Q P__PZ_GZ_L x 0__Q\Z_UZ_QNZ_{Q W}__PZ_Q Z_WZ_{X N}__UZ_EZ_{W XQWXN} P__PE__{OL SURGXN \}Z_{QJ GLW}Z_ZZ_UNZ_{Q N}Z_U__QZ QLOZ_L Z_WZ_{X P}Z_QIZZ_{W \}Z_{QJ GLG}Z_SZ_{W V}__W__OZ_K P__{QJNRQVXPVL V}__EXZ_{K SURGXN M}Z_VZ HubungZ_n Z_ntZ_rZ _KuZ_litZ_{s P}__lZ_yZ_nZ_n d__ngZ_nTingkZ_tK__puZ_sZ_{n P}__lZ_nggZn KuZ_litZ_{s p}__lZ_yZ_nZ_{n y}Z_{QJ W}__{UGLUL G}Z_{UL %XNWL} )LVLN .__KZ_QGZ_OZ_{Q '}Z_\Z ₇Z_ngJZ_{S -}Z_PLQZ_{Q V}__UWZ ?_PSZ_{WL P}__UXpZ_kZ_{n p}__rbZ_ndingZ_n Z_ntZ_rZ _lZ_\Z_QZ_Q \Z_{QJ GLU}Z_VZ_NZ_{Q S}__OZ_QJJZ_{Q d}__ngZ_{n Ku}Z_litZ_{s L}Z_\Z_QZ_Q \Z_{QJ GLK}Z_UZ_SNZ_{Q S}__OZ_QJJZ_{Q. P}__rs__{psi d}Z_n __ksp__ktZ_si sZ_mZZ_tZ_{u l}__{bih b}__sZ_{r m}Z_kZ _p__lZ_nggZ_n Z_kZ_{n m}__rZ_sZ puZ_s. :_pZ_bilZ __ksp__ktZ_{si tid}Z_{k t}__rp__{nuhi, m}Z_kZ k__puZ_sZ_{n tid}Z_k Z_kZ_{n dir}Z_sZ_kZ_{n p}__lZ_nggZ_n.

Konsist__{nsi d}Z_{n sup}__rioritZ_{s ku}Z_litZ_s p__lZ_yZ_nZ_{n d}Z_pZ_{t b}__rpot__{nsi m}__nciptZ_kZ_{n k}__puZ_sZ_n p__lZ_nggZ_n.MZ_nfZZ_t\Z_{QJ G}Z_SZ_{W GLS}__URO__{K s}__p__rti E__rdZ_mpZ_{k poVLWLI S}Z_GZ _OR\Z_OLWZ_{V S}__OZ_QJJZ_Q E__rpot__{nsi m}__njZ_{di sumb}__{r p}__ndZ_pZ_tZ_{n m}Z_sZ _d__pZ_n, t__rutZ_mZ _m__lZ_{lui p}__mb__liZ_{n ul}Z_{ng, cross-s}__{lling d}Z_n

up-s__{lling P}__n__kZ_{n bi}Z_yZ _trZ_nsZ_{ksi p}__lZ_nggZ_{n di} mZ_sZ _d__pZ_{n, P}__Q__NZ_{Q EL}Z_\Z _dZ_{n U}__{VLNR E}__UN__QZZ_Q G__QJZ_{Q SU}__GLNVi Z_lirZ_{n k}Z_{s m}Z_VZ _G__SZ_Q P__ningkZ_tkZ_{n tol}__rZ_{nsi h}Z_rgZ_{, t}__rutZ_mZ _k__s__diZZ_n p__lZ_nggZ_{n untuk m}__mbZ_yZ_{r h}Z_rgZ _pr__{mium d}Z_n p__lZ_nggZ_{n F}__QG__{UXQJ WLG}Z_{N PXG}Z_{K W}__UJRGZ _untuk b__rZ_{lih p}__rusZ_hZZ_{n G}Z_{Q O}Z_LQ-OZ_LQ

Hipot__sis

H1: VZ_riZ_b__{lBukti Fisik, K}_Z_ndZ_lZ_{n, D}Z_yZ TZ_nggZ_p,JZ_minZ_n, ?_mpZ_{ti b}__rp__ngZ_ruh VLJQLILNZ_{Q s}__cZ_rZ _b__rsZ_mZ_-sZ_mZ _W__UKZ_GZ_S 7LQJNZ_{W .}__SXZ_VZ_{Q 3}__OZ_QJJZ_Q.

H2: VZ_riZ_b__{lBukti Fisik b}__rp__ngZ_{ruh VLJQLILN}Z_Q s__cZ_rZ _pZ_rVLZ_{O W}__UKZ_GZ_{S 7LQJN}Z_{W .}__SXZ_VZ_Q 3__OZ_QJJZ_Q. H3: VZ_riZ_b__lK_Z_ndZ_lZ_{n b}__rp__ngZ_{ruh VLJQLILN}Z_Q s__cZ_rZ _pZ_rVLZ_{O W}__UKZ_GZ_{S 7LQJN}Z_{W .}__SXZ_VZ_Q 3__OZ_QJJZ_Q. H4: VZ_riZ_b__lDZ_yZ _TZ_nggZ_{p b}__rp__ngZ_{ruh VLJQLILN}Z_Q s__cZ_rZ _pZ_rVLZ_{O W}__UKZ_GZ_{S 7LQJN}Z_{W .}__SXZ_VZ_Q 3__OZ_QJJZ_Q.

H5: VZ_riZ_b__{l J}Z_minZ_{n b}__rp__ngZ_{ruh VLJQLILN}Z_{Q s}__cZ_rZ pZ_rVLZ_{O W}__UKZ_GZ_{S 7LQJN}Z_{W .}__SXZ_VZ_{Q 3}__OZ_QJJZ_Q. H6: VZ_riZ_b__l?_mpZ_{ti b}__rp__ngZ_{ruh VLJQLILN}Z_{Q s}__cZ_rZ

pZ_rVLZ_{O W}__UKZ_GZ_{S 7LQJN}Z_{W .}__SXZ_VZ_{Q 3}__OZ_QJJZ_Q.

0?_{72'( 3}?₁?_/,7,:₁

3__Q__OLWLZ_{Q LQL P}__UXSZ_kZ_{Q S}__Q__OLWLZ_{n S}__QM__OZ_VZ_Q. 3__Q__OLWLZ_{n GLO}Z_NXNZ_{Q GL .}__GZ_{L .RE}__{U 0L}_₆__WZ_{Q \}Z_QJ E__UZ_OZ_PZ_{W GL -}Z_OZ_{Q 6XO}Z_Z__{VL 1R 3}__{UXP *.%,} *U__VLNDidZ_pZ_{t s}Z_PS__{O116 or}Z_{QJ U}__VSRQG__{Q G}__QJZ_n S__QJXPSXOZ_{Q G}Z_WZ _P__QJJXQZ_NZ_{Q NX}__VLRQ__{U y}Z_ng diZ_nZ_{lisis P}__QJJXQZ_kZ_n Z_QZ_{OLVLV U}__JU__{VL OLQL}__U E__UJZ_QGZ_. H:_{SIL D}:_{N P}?_MB:_H:_S:_N 7Z_E__{O 3}__UVZ_PZZ_{Q U}__JU__VL VZ_riZ_b__l B__bZ_s UnstZ_ndZ_rdiz__d Co__ffici__nts StZ_ndZ_rdiz__d Co__ffici__nts t Sig. B Std. ?_{rror B}__tZ (ConstZ_{nt) 0.337 0.693 0.485 0.628} X1 0.214 0.056 0.287 3.798 0.000 X2 0.106 0.053 0.173 1.999 0.048 X3 0.091 0.045 0.157 2.029 0.045 X4 0.142 0.045 0.239 3.186 0.002 X5 0.097 0.045 0.162 2.170 0.032 Sumb__{r: P}__{QXOLV 7}

7Z_E__{O .R}__ILVL__{Q .RU}__OZ_{VL G}Z_{Q '}__W__UPLQZ_VL

R R SquZ_r_ :_djust__{d R Squ}Z_r_

0.745 0.554 0.534

Sumb__{r: P}__{QXOLV 7}

Ko__fisi__{n d}__t__rminZ_{si digun}Z_kZ_{n untuk} m__{nghitung b}__sZ_rnyZ _p__ngZ_ruh Z_tZ_{u kontribusi} vZ_riZ_b__{l b}__bZ_{s t}__rhZ_dZ_{p v}Z_riZ_b__{l t}__riNZ_{W '}Z_ULZ_QZ_OLVLV SZ_GZ ₇Z_E__{O dip}__rol__{h h}Z_sil Z_djust__dR2_(ko__fisi__n d__t__rminZ_{si) s}__b__sZ_{r 0,534.} :_rtinyZ _bZ_hwZ _53,4% vZ_riZ_b__{l 7LQJN}Z_WK__puZ_sZ_{n P}__lZ_nggZ_n Z_kZ_n dip__ngZ_{ruhi ol}__{h v}Z_riZ_b__{l b}__bZ_snyZ_{, y}Z_{itu Bukti} Fisik (X1), K__hZ_ndZ_lZ_{n (X2), D}Z_yZ _TZ_nggZ_{p (X3),} JZ_minZ_{n (X4),} ?_mpZ_{ti (X5).S}__dZ_ngkZ_{n sis}Z_nyZ

Jurnal Administrasi Bisnis (JAB)|Vol. 47 No.2 Juni 2017| administrasibisnis.studentjournal.ub.ac.id

203 46,6% vZ_riZ_b__{l 7LQJN}Z_WK__puZ_sZ_{n P}__lZ_nggZ_nZ_kZ_n

dip__ngZ_{ruhi ol}__{h v}Z_riZ_b__l-vZ_riZ_b__{l y}Z_{ng l}Z_{in y}Z_ng tidZ_{k dib}Z_hZ_{s d}Z_lZ_{m p}__n__litiZ_{n ini}

%__UGZ_VZ_UNZ_{Q K}Z_VLO Z_QZ_{OLVLV G}Z_WZ _P__OZ_OXL Z_QZ_{OLVLV U}__JU__{VL GLN}__WZ_{KXL E}Z_KZZ _.XZ_OLWZ_{V 3}__OZ_\Z_QZ_Q ; GZ_SZ_{W P}__P__QJZ_{UXKL Y}Z_ULZ_E__{O 7LQJN}Z_{W .}__SXZ_VZ_Q 3__OZ_QJJZ_{Q <} Z_GZ_{SXQ S}__PEZ_KZ_VZ_{Q P}Z_VLQJ-PZ_VLQJ YZ_ULZ_E__OZ_GZ_OZ_{K V}__EZ_JZ_{L E}__ULNXW 1. VZ_riZ_b__{l Bukti Fisik (X1)} 0__{QXUXW 3}Z_UZ_VXUZ_PZ_Q__t Z_{l G}Z_OZ_{P 7MLSWRQR} GZ_{Q &K}Z_QGUZ _³TZ_ngibl__{s (Bukti}

)LVLN \Z_{LWX EXNWL ILVLN G}Z_{Q P}__QMZ_{GL EXNWL} Z_ZZ_O \Z_{QJ ELV}Z _GLWXQMXNNZ_{Q RO}__{K RUJ}Z_QLVZ_{VL S}__Q\__GLZ OZ_\Z_QZ_{Q \}Z_{QJ GLWXQMXNN}Z_{Q RO}__{K W}Z_PSLOZ_{Q J}__GXQJ IZ_VLOLWZ_{V ILVLN S}__{QGXNXQJ S}__UO__QJNZ_SZ_{Q G}Z_Q S__QZ_PSLOZ_{Q S}__N__UMZ_{´ '}Z_OZ_{P K}Z_{O LQL E}__UNZ_LWZ_Q G__QJZ_{Q N}__O__QJNZ_SZ_{Q G}Z_{Q S}__QZ_PSLOZ_{Q ILVLN G}Z_UL S__OZ_\Z_QZ_{Q \}Z_{QJ GLE}__ULNZ_{Q RO}__{K .}__GZ_{L .RE}__{U 0L}_ 6__WZ_{Q W}__UKZ_GZ_{S S}__OZ_QJJZ_QQ\Z _\Z_{QJ P}Z_QZ _KZ_O W__UV__{EXW G}Z_SZ_{W GLOLK}Z_{W G}Z_{Q GLU}Z_VZ_NZ_{Q RO}__K S__OZ_QJJZ_{Q '}Z_{UL 7}Z_E__{O GLVWULEXVL IU}__NX__QVL MZ_ZZ_EZ_{Q U}__VSRQG__{Q G}Z_SZ_{W GLN}__WZ_{KXL MLN}Z PZ_\RULWZ_{V S}__OZ_QJJZ_{Q P}__UZ_VZ _SXZ_{V G}__QJZ_Q EZ_QJXQZ_{Q LQW}__{ULRU .}__GZ_{L .RE}__{U 0L}_ ₆__WZ_{Q \}Z_QJ P__QZ_{ULN ORN}Z_{VL .}__GZ_{L .RE}__{U 0L}_ ₆__WZ_{Q \}Z_QJ VWUZ_W__{JLV G}Z_{Q N}Z_U\Z_ZZ_{Q .}__GZ_{L .RE}__{U 0L}_ ₆__WZ_Q \Z_{QJ E}__US__QZ_PSLOZ_{Q U}Z_{SL 9}Z_ULZ_E__{O %XNWL )LVLN} VZ_QJZ_{W S}__{UOX GLS}__UKZ_WLNZ_{Q RO}__{K .}__GZ_{L .RE}__{U 0L}_ 6__WZ_{Q N}Z_U__QZ _SZ_GZ _S__Q__OLWLZ_{Q LQL Y}Z_ULZ_E__{O %XNWL} )LVLN ; P__PSXQ\Z_{L S}__QJZ_{UXK \}Z_{QJ S}Z_OLQJ VLJQLILNZ_{Q W}__UKZ_GZ_{S 7LQJN}Z_W.__SXZ_VZ_{Q 3}__OZ_QJJZ_Q (Y). +Z_{O LQL GLWXQMXNN}Z_{Q G}__QJZ_{Q QLO}Z_{L NR}__ILVL__Q U__JU__{VL V}__E__VZ_{U G}__QJZ_{Q Whitung V}__E__VZ_U GZ_{Q SURE}Z_ELOLWZ_{V V}__E__VZ_{U V}__KLQJJZ H0GLWROZ_{N G}Z_{Q +1 GLW}__ULPZ _V__KLQJJZ _GZ_SZ_W GLVLPSXONZ_{Q E}Z_KZZ _7LQJNZ_{W .}__SXZ_VZ_Q 3__OZ_QJJZ_{Q G}Z_SZ_{W GLS}__QJZ_{UXKL V}__FZ_UZ _VLJQLILNZ_Q RO__{K %XNWL )LVLN} Z_WZ_{X G}__QJZ_{Q P}__QLQJNZ_WNZ_Q %XNWL )LVLN PZ_NZ _.__SXZ_VZ_{Q 3}__OZ_QJJZ_Q Z_NZ_Q P__QJZ_OZ_{PL S}__QLQJNZ_WZ_{Q V}__FZ_UZ _Q\Z_WZ ₃__Q__OLWLZ_Q LQL P__{QGXNXQJ S}__Q__OLWLZ_{Q V}__E__OXPQ\Z _\Z_QJ GLOZ_NXNZ_{Q RO}__{K ,QGUL}Z_{QLQJVLK G}Z_{Q &}Z_QG\ GZ_OZ_{P MXGXO S}__Q__OLWLZ_{Q P}Z_VLQJ-PZ_VLQJ GZ_SZ_{W GLN}__WZ_{KXL E}Z_KZZ_YZ_ULZ_E__{O %XNWL )LVLN MXJ}Z E__US__QJZ_{UXK VLJQLILN}Z_{Q W}__UKZ_GZ_{S 7LQJN}Z_W .__SXZ_VZ_{Q 3}__OZ_QJJZ_{Q +}Z_{O LQL P}__PEXNWLNZ_Q EZ_KZZ _YZ_ULZ_E__{O %XNWL )LVLN LQL E}__US__UZ_{Q XQWXN} P__QLQJNZ_WNZ_{Q 7LQJN}Z_{W .}__SXZ_VZ_{Q 3}__OZ_QJJZ_Q 2. VZ_riZ_b__{l K}__hZ_ndZ_lZ_{n (X2)} 0__{QXUXW 3}Z_UZ_VXUZ_PZ_Q __t Z_{l G}Z_OZ_P 7MLSWRQR GZ_{Q &K}Z_QGUZ _³R__liZ_bility

.__KZ_QGZ_OZ_{Q \}Z_{LWX N}__PZ_PSXZ_{Q S}__Q\__GLZ OZ_\Z_QZ_{Q P}__PE__ULNZ_{Q O}Z_\Z_QZ_{Q \}Z_{QJ GLM}Z_QMLNZ_Q G__QJZ_{Q V}__J__UZ Z_NXUZ_{W G}Z_{Q P}__PXZ_VNZ_{Q´ +}Z_O W__UV__{EXW P}__QXQMXNNZ_{Q E}Z_KZZ_MZ_VZ_\Z_{QJ GLE}__ULNZ_Q .__GZ_{L .RE}__{U 0L}_ ₆__WZ_{Q P}Z_{PSX P}__PE__ULNZ_Q S__OZ_\Z_QZ_{Q \}Z_{QJ V}__VXZ_{L G}__QJZ_Q Z_SZ _\Z_{QJ W}__OZ_K GLMZ_QMLNZ_{Q V}__KLQJJZ _S__OZ_QJJZ_{Q P}__UZ_VZ _V__QZ_QJ GZ_{Q SX}Z_{V '}Z_{UL 7}Z_E__{O GLVWULEXVL IU}__NX__QVL MZ_ZZ_EZ_{Q U}__VSRQG__{Q G}Z_SZ_{W GLN}__WZ_{KXL MLN}Z PZ_\RULWZ_{V S}__OZ_QJJZ_{Q P}__UZ_VZ _SXZ_V Z_WZ_V N__V__VXZ_LZ_{Q S}__OZ_\Z_QZ_{Q W}__UV__EXW +Z_{O LQL GLWXQMXNN}Z_{Q G}__QJZ_{Q QLO}Z_{L NR}__ILVL__Q U__JU__{VL V}__E__VZ_{U G}__QJZ_{Q Whitung V}__E__VZ_U GZ_{Q SURE}Z_ELOLWZ_{V V}__E__VZ_U . V__KLQJJZ _+0GLWROZ_{N G}Z_{Q +1 GLW}__ULPZ _GZ_{Q G}Z_SZ_W GLVLPSXONZ_{Q E}Z_KZZ _.__SXZ_VZ_{Q 3}__OZ_QJJZ_{Q G}Z_SZ_W GLS__QJZ_{UXKL V}__FZ_UZ _VLJQLILNZ_{Q RO}__{K .}__KZ_QGZ_OZ_Q Z_WZ_{X G}__QJZ_{Q P}__QLQJNZ_WNZ_{Q .}__KZ_QGZ_OZ_{Q P}Z_NZ .__SXZ_VZ_{Q 3}__OZ_QJJZ_Q Z_NZ_{Q P}__QJZ_OZ_PL S__QLQJNZ_WZ_{Q V}__FZ_UZ _Q\Z_WZ ₃__Q__OLWLZ_{Q LQL} P__{QGXNXQJ S}__Q__OLWLZ_{Q V}__E__OXPQ\Z _\Z_QJ GLOZ_NXNZ_{Q RO}__{K ,QGUL}Z_{QLQJVLK G}Z_{Q &}Z_QG\ GZ_OZ_{P MXGXO S}__Q__OLWLZ_{Q P}Z_VLQJ-PZ_VLQJ GZ_SZ_{W GLN}__WZ_{KXL E}Z_KZZ_YZ_ULZ_E__{O .}__KZ_QGZ_OZ_{Q MXJ}Z E__US__QJZ_{UXK VLJQLILN}Z_{Q W}__UKZ_GZ_{S 7LQJN}Z_W .__SXZ_VZ_{Q 3}__OZ_QJJZ_{Q +}Z_{O LQL P}__PEXNWLNZ_Q EZ_KZZ _YZ_ULZ_E__{O .}__KZ_QGZ_OZ_{Q LQL E}__US__UZ_{Q XQWXN} P__QLQJNZ_WNZ_{Q 7LQJN}Z_{W .}__SXZ_VZ_{Q 3}__OZ_QJJZ_Q 3. VZ_riZ_b__{l D}Z_yZ _TZ_nggZ_{p (X3)} 0__{QXUXW 3}Z_UZ_VXUZ_PZ_Q __t Z_{l G}Z_OZ_P 7MLSWRQR GZ_{Q &K}Z_QGUZ ³R__sponsiv__n__{ss '}Z_\Z ₇Z_QJJZ_{S \}Z_{LWX S}Z_UZ S__N__UMZ _P__{PLOLNL N}__PZ_XZ_{Q E}__UV__GLZ _P__PEZ_QWX S__OZ_QJJZ_{Q G}Z_{Q P}__PE__{UL O}Z_\Z_QZ_{Q G}__QJZ_{Q F}__SZ_W GZ_{Q W}Z_QJJZ_{S´ +}Z_{O LQL E}__UZ_{UWL .}__GZ_{L .RE}__{U 0L}_ 6__WZ_{Q P}__PEZ_{QWX S}__OZ_QJJZ_{Q \}Z_{QJ P}__PEXWXKNZ_Q LQIRUPZ_VL Z_WZ_{X S}__OZ_\Z_QZ_{Q \}Z_{QJ GLEXWXKN}Z_{Q S}Z_GZ VZZ_{W LWX '}Z_{UL 7}Z_E__{O GLVWULEXVL IU}__NX__QVL MZ_ZZ_EZ_{Q U}__VSRQG__{Q G}Z_SZ_{W GLN}__WZ_{KXL MLN}Z PZ_\RULWZ_{V S}__OZ_QJJZ_{Q .}__GZ_{L .RE}__{U 0L}_ ₆__WZ_Q P__UZ_VZ _SXZ_{V G}__QJZ_{Q N}__F__SZ_WZ_{Q S}__OZ_\Z_QZ_Q S__PE__ULZ_{Q O}Z_\Z_QZ_{Q G}Z_{Q S}__Q\__O__VZ_LZ_{Q P}Z_VZ_OZ_K \Z_QJ Z_GZ ₉Z_ULZ_E__{O '}Z_\Z ₇Z_QJJZ_{S LQL V}Z_QJZ_W S__{QWLQJ G}Z_QS__{UOX GLS}__UKZ_WLNZ_{Q RO}__{K .}__GZ_{L .RE}__U 0L_ ₆__WZ_{Q N}Z_U__QZ _G__QJZ_{Q S}__OZ_\Z_QZ_{Q \}Z_{QJ F}__SZ_W Z_NZ_{Q P}__PEXZ_{W S}__OZ_QJJZ_{Q P}__UZ_VZ _V__QZ_QJ Z_WZ_V S__OZ_\Z_QZ_{Q \}Z_{QJ W}__OZ_{K GLE}__ULNZ_{Q 0LV}Z_OQ\Z