BOOKS: [1] Baye M.R. and Jansen D.W., Money Banking & Financial Marketing, A.I.T.B.S, Publisher (2006).
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1 287 Bibliography BOOKS: [1] Baye M.R. and Jansen D.W., Money Banking & Financial Marketing, A.I.T.B.S, Publisher (2006). [2] Hoffman D.K. and Bateson J, Service Marketing III Ed. Thomson, South Western (2007). [3] Kasper, H., Helsdingen, Piet V. and Jr, Wouter de V, Services Marketing Management, West Sussex, England, John Willey & Sons Ltd (1999). [4] Lovelock C, Wirtz J and Chatterjee J, Service Marketing V Ed. Pearson Education (2006), [5] Misra.S.K and Puri V.K, Indian Economy, Himalaya Publishing House 29th edition (2011) [6] Nargundkar R., Services Marketing Tata McGraw Hill (2004) [7] Panda T.K., Marketing Management Excel Book Second Edition (2007) [8] Rama Mohana Rao, K., Services Marketing Pearson Education (2007). [9] Rampal, M.K. and Gupta.S.L. Services Marketing, Galgotia Publishing Company (2006) [10] Rao K.N. and Pahuja, Indian Banking Emerging Issues ICFAI University (2002). [11] Reddy, A. and, Kumar, A and Nirmala, Services Marketing Himalaya Publishing House (2005) [12] Shankar R. Services Marketing Excel Books (2003) [13] Shekhar K.C. and Shekhar L., Banking Theory & Practices Vikas Publishing (2004).
2 288 [14] Venugopal, V, Raghu V. N, Services Marketing Himalaya Publishing (2006) [15] Verma H, Services Marketing Pearson Education (2008) [16] Zeithmal V, Bitner J M, Gremier D and Pandit A, Service marketing: Integrating Customer Focus across the Firm IV Ed. Tata McGraw- Hill, New Delhi (2008). JOURNALS: [1] Alessandro Arbore and BrunoBusacca, Customer satisfaction and dissatisfaction in retail banking: Exploring the a symmetric impact of attribute performances, Journal of Retailing and Consumer Services 16 (2009) [2] Aparna Mishra and Kamini Tandon, A Customer Centric Approach towards Retail Banking Services: A Glimpse, ZENITH International Journal of Multidisciplinary Research,Vol.1 Issue 4 (August 2011) [3] Achim, Machauer and Sebastian, Morgner Segmentation of bank customers by expected benefits and attitudes, The International Journal of Bank Marketing, 19:1, (2001) pp [4] Ahmed I., Nawaz M., Usman A., Shaukat M., Ahmad N. and Iqbal H., Impact of Service Quality on Customers' Satisfaction: Empirical evidence from telecom sector of Pakistan, Interdisciplinary Journal of Contemporary Research in Business, 1(12), (2010) pp [5] Al-hawari, M. The Influence of Traditional Service Quality Factors on Customer Satisfaction: A Practical Study within the Context of Australian Banking, The Business Review, Cambridge, 11(2), (2008) pp [6] Amin, M. and Isa, Z. An examination of the relationship between service quality perception and customer satisfaction: A SEM approach towardsmalaysian Islamic banking International Journal of Islamic and Middle Eastern Finance and Management, 1(3), (2008) pp
3 289 [7] Angur, M. G., Nataraajan, R and Jahera, J. S. Service Quality in the banking industry: an assessment in a developing economy, International Journal of Bank Marketing, 17(3), (1999) pp [8] Arasli, H., Smadi, S.M. and Katircioglu, S.T. Customer Service Quality in the Greek Cypriot banking industry, Managing Service Quality, 15(1), (2005) pp [9] Avkiran, K, N. Developing an instrument to measure customer service quality in branch banking The International Journal of Bank Marketing 12(6), (1994) pp [10] Asubonteng, P., McCleary, K.J. and Swan, J.E. Service Quality revisited: a critical review of service Quality, Journal of Services Marketing, 10(6) (1996): [11] Barbara Culiberg, Ica Rojsek, Identifying Service Quality Dimensions as antecedents to Customer Satisfaction in Retail Banking, Economic and Business Review, Vol.12,No.3,2010,pp [12] Babakus, E. and Boller, G. An Empirical Assessment of the Service Quality Scale, Journal of Business Research, 24 (3), (1992) p [13] Bahia, K. and Nantel, J. A reliable and valid measurement scale for the perceived service quality of banks, The International Journal of Bank Marketing, 18(2), (2000) p. 84. [14] Bedi, M. An integrated framework for service quality, customer satisfaction and behavioral responses in Indian Banking industry: a comparison of public and private sector banks, Journal of Services Research, 10 (1), (2010) pp [15] Boyd, William, L., Leonard, Lyros and White, Charles Customer preferences for financial services, The International Journal of Bank Marketing, 12, (1994) pp.9-15 [16] Bloemer, J., Ruyter, K and Peeters, P. investigating drivers of bank loyalty: the complex relationship between image, service quality and
4 290 satisfaction, International Journal of Bank Marketing, (1998) Vol. 16 No. 7, pp [17] Berry, L.L., Shankar, V., Parish, J.T., Cadwallader, S. and Dotzel, T. Creating new markets through service innovation, Sloan Management Review. 47(2): (2006) [18] Cronin, J.J. Jr and Taylor, S.A., Measuring service quality: a reexamination and extension, Journal of Marketing, 56: (1992) [19] Dale Littlera and Demetris Melanthiouba, Consumer perceptions of risk and uncertainty and the implications for behaviour towards innovative retail services: The case of Internet Banking, Journal of Retailing and Consumer Services, 13 (2006) [20] Davide Consoli, The dynamics of technological change in UK retail banking services: An evolutionary perspective Research Policy, 34 (2005) [21] Edvardsson Bo, Anders Gustafsson and Inger Roos Services portrait in service research: a critical review, International Journal of Service Industry Management, 16(1): (2005) [22] Gamvroulas S., Polemi D. and M. Anagnostou. A secure brokerage network for retail banking services Future Generation Computer Systems, 16 (2000) [23] Hsiang-Fei Luoha and Sheng-Hshiung Tsaur, Customers perceptions of service quality: Do servers age stereotypes matter? International Journal of Hospitality Management, 30 (2011) [24] Jose A. Mart nez and Laura Mart nez, Some insightson conceptualizing and measuring service quality, Journal of Retailing and Consumer Services, 17 (2010) [25] Jafirullah Khan Jebran and Md. Afzal Hossain, Consumer s Perception on General Banking Activities of Commercial Banks: A Study in the Banking Context of Bangladesh, European Journal of Business and Management, Vol. 4, No.7, (2012).
5 291 [26] Jelena Titko1 and Natalja Lace2, Customer Satisfaction and Loyalty In Latvian Retail Banking, Economics and Management, (2010) 15. [27] Kent Erikssona and Daniel Nilsson, Determinants of the continued use of self-service technology: The case of Internet banking, Technovation, 27 (2007) [28] Karthikeyan G. and Mayilvaganan S, Service Gap Analysis A Study With Reference to Public Sector Banks, EXCEL International Journal of Multidisciplinary Management Studies, Vol.1 Issue 3, (December 2011). [29] Lalita A. Manrai and Ajay K. Manrai, A field study of customers switching behavior for bank services Journal of Retailing and Consumer Services, 14 (2007) [30] Manoranjan Dash, Prafulla Kumar Swain, Ganesh Prasad Das, Alaka Samantaray and Dhruti Sundar Sahoo, Consumers Perception about Internet Banking: The Case of Odisha, European Journal of Social Sciences, Volume 30, Number 1 (2012) [31] Mark Durkina, Deirdre Jenningsb, Gwyneth Mulhollandc and Stephen Worthington, Key influencers and inhibitors on adoption of the Internet for banking, Journal of Retailing and Consumer Services, 15 (2008) [32] Mishra U.S, Sahoo, K. K, Mishra S. and Patra S.K., ServiceQuality Assessment in Banking Industry of India: A Comparative Study between Public and Private Sectors, European Journal of Social Sciences, Volume 16, Number4 (2010) pp 653. [33] Naji D. Mualla, Measuring Quality of Bank Services in Jordan: Gap analysis, International Journal of Business and Social Science, Vol. 2 No. 1; January 2011 [34] Peter K.C. Lee N, T.C. Edwin Cheng, Andy C.L.Yeung and Kee-hung Lai, An Empirical Study of Transformational Leadership, Team Performance and Service Quality in Retail Banks, Omega 39 (2011)
6 292 [35] Parusuraman A, Zeithaml, V. A. and Berry L.L, Service Quality: A multiple item scale for measuring consumer perceptions of service quality, Journal of Retailing, 64 (1) (1988) [36] ReetiAgarwal A, SanjayRastogi B. and AnkitMehrotra R. Agarwal. Customers perspectives regarding e-banking in an emerging economy, Journal of Retailing and Consumer Services, 16 (2009) [37] Riadh Ladhari, Developing e-service quality scales: A literature review, Journal of Retailing and Consumer Services, 17 (2010) [38] Ragavan N. and Mageh R., A Study on Service Quality Perspectives and Customer Satisfaction in New Private Sector Banks, Journal of Business and Management, Volume 7, Issue 2 (Jan. - Feb. 2013). [39] Sheetal B. Sachdev and Harsh V Varma, Relative Importance of Service Quality Dimensions Journal of Service Research, Vol.4, No.1, Apr.-Sep [40] Saraswathi S. Perception of Customers on the Performance of The Private Banks - A Study with SERVQUAL, International Journal of Management & Business Studies, Vol. 1, Issue 3, (September, 2011). [41] Santhiyavalli G., Customer s perception of service quality of State Bank of India - A Factor Analysis, International Journal of Management & Business Studies, Vol. 1, Issue 3, September [42] Terrence H. Witkowski and Mary F. Wolfinbarger, Comparative service quality: German and American ratings across service settings, Journal of Business Research, 55 (2002) [43] Tooraj Sadeghi and Atefeh Bemani, Assessing the Quality of Bank Services by Using the Gap Analysis Model, Asian Journal of Business Management Studies, 2 (1): 14-23, [44] Umbas Krisnanto, The Customers Determinant Factors of the Bank Selection, International Research Journal of Business Studies, Vol. IV No. 01 (2011).
7 293 [45] Vibhor Jain, Sonia Gupta and Smrita Jain, Customer Perception on Service Quality in Banking Sector: With Special Reference to Indian Private Banks in Moradabad Region, International Journal of Research in Finance & Marketing, Volume 2, Issue 2, February, [46] Vijay Gajera and Mehul Desai, Measuring Service Quality in Retail Banking Sector with Reference to Surat District, Abhinav National Monthly Refereed Journal of Research in Commerce & Management, Volume No.2, Issue No.3 THESIS [1] Jamunarani (2010), Service Quality of Kisan Credit Card A Customer Centric Analysis unpublished Doctoral Dissertation submitted to Annamalai Uuniversity. [2] Palanisamy, C (2012), Customer Relationship Management Practices of the New Generation Private Banks in Cuddalore District unpublished Doctoral Dissertation submitted to Annamalai University. [3] Ravichandran, S (2012), Customers Perception towards E-banking Services of the Commercial Banks in Cuddalore District unpublished Doctoral Dissertation submitted to Annamalai University WEBSITES
8 294 QUESTIONNAIRE APPENDIX I Dear Sir/Madam I am currently engaged in a study on SERVICE QUALITY IN RETAIL BANKING A COMPRATIVE STUDY OF PUBLIC AND PRIVATE SECTOR BANKS IN CUDDALORE DISTRICT. In this connection I request you to read the following items carefully and answer them.the answers you give will be held confidential and used purely for academic purposes. Indicate your response by tick mark. I. Personal Information: 1. Name : Gender : Male [ ] Female [ ] 3 Age : Below 20 [ ] 20 to 30 years [ ] 30 to 40 years [ ] 40 to 50 years [ ] 50 and above [ ] 4. Educational status : Up to SSLC [ ] HSC [ ] Graduation [ ] Post graduation [ ] Diploma and others [ ] 5. Monthly income (Rs.) : Below Rs [ ] Rs to [ ] Rs to [ ] Rs to [ ] Rs and above [ ] 6. Marital Status : Single [ ] Married [ ] Widow and others [ ] 7. Occupation : Self employed [ ] Salaried [ ] Business [ ] Housewife and Student [ ] Retired [ ] Agriculture and allied [ ]
9 Area of Residing : Rural [ ] II Information relating to bank 9. Your bank Semi -urban [ ] Urban Public Sector Bank [ ] Private Sector Bank [ ] 10. State your source of information Friends and relatives [ ] 11. How long have you collected information for selection of bank? Bank employees [ ] Journals and magazines [ ] Brochure [ ] Newspaper, TV advertising and Internet [ ] Employer and colleagues [ ] Less than 2 weeks 2 weeks-1 month 12. What type of accounts do you hold in this bank? (Those who are having more than one account, kindly choose that account having frequent transactions) More than one month Fixed Deposit A/c [ ] Saving Bank A/c [ ] Current A/c [ ] Recurring Deposit A/c Demat A/c 13. How long have you held account in this bank? 14. Have you availed any loan from your bank? 15. If yes, state the type of loan availed Below 3 years [ ] 3 to 5 years [ ] 5 years and above [ ] Yes [ ] No [ ] Housing Loan [ ] Personal Loan [ ] Business Loan [ ] Jewel Loan [ ] Vehicle Loan [ ] Agricultural Loan [ ]
10 State your frequency of visit the bank: Daily [ ] Once in a week [ ] 2-3 times in a week Once in a month 2-3 times in a month Occasionally 17. What is your prime purpose for the visit of the bank? Make Deposit [ ] Cash withdraw [ ] Avail loan [ ] Repayment of loan [ ] Fund transfer [ ] Other [ ] III. State your level of importance for the following factors when you selecting a bank (Please put tick mark) Sl. No Factors 1. The interior designs are attractive and the bank is clean 2. Bank employees provide quality and variability of services at the promised time 3. Availability of locker facility Highly Important Important Somewhat important Not very important Not at all important 4. Competitive prices for products and services 5. Bank employees are consistently courteous 6. Availability of large number of branches with phone and internet banking 7. Bank employees are trustworthy
11 8. The employees are aware of special product rates (Interest, CD, savings) 9. Granting loans at the lowest rate of interest 10. Comfortable lobby area and adequate parking space 11. The employees have knowledgeable about usage of new and contemporary technologies 12. The employees adapt well to handle peak customer traffic 13. Customers feel safe in their transactions 14. Bank provides error-free records 15. Availability of ATM in several convenient locations 16. Bank employees always will to help customers 17. Efficiency in its day-today operations 18. The bank performs a service exactly as promised. 19. Beforehand knowledge of customers needs and wants 20. Banks advertisements are effective 21. Not delay to respond to queries and wait times are satisfactory 22. Bank employees deal with customers in a caring fashion 23. Customers requests are handled promptly 297
12 24. The banks considers customers wishes and needs 25. Appropriate communications to all customers 26. Convenient location and pleasant atmosphere of bank and its main branches 27. Ease of opening account and obtaining loans 28. Employees show sincere interest in solving customers complaints 29. Low service charges 30. Recommendations of friends and relatives 31. Bank working hours convenient to all customers 32. Employees give prompt service to customers 33. Paying highest interest rates on saving accounts 34. Bank employees have the customers best interest at heart 35. Bank employees give personal and individual attention 36. Bank s reputation 298
13 299 IV. State your level of satisfaction regarding the following service quality of your banker (Please put tick mark) Sl.No Variables Highly Satisfied Satisfied Dissatisfied Highly Dissatisfied I Tangibility 1. The interior designs are attractive and the bank is clean 2. Availability large number of branches with phone and internet banking 3. Comfortable lobby area and adequate parking space 4. Availability of locker facility 5. Convenient location and Pleasant atmosphere of bank and its main branches 6. Availability of ATM in several convenient locations 7. Overall satisfaction on tangibility II Reliability 8. Bank provides error-free records 9. Efficiency in its day-to-day operations 10. Bank employees provide quality and variability of services at the promised time 11. Ease of opening account and obtaining loans 12. Paying highest interest rates on saving accounts 13. Granting loans at the lowest rate of interest 14. The bank performs a service exactly as promised
14 Overall satisfaction on reliability III Empathy 16. Bank employees give personal and individual attention 17. Bank working hours convenient to all customers 18. Recommendations of friends and relatives 19. The bank considers customers wishes and needs 20. Low service charges 21. Bank s reputation 22. Bank employees have the customers best interest at heart 23. Appropriate communication to all customers 24. Bank employees deal with customers in a carrying fashion 25. Overall satisfaction on empathy IV Assurance 26. Bank employees are trustworthy 27. Beforehand knowledge of customers needs and wants 28. Banks advertisements are effective 29. Customers feel safe in their transactions 30. The employees have knowledge about usage of new and contemporary technologies
15 The employees are aware of special product rates (interest, CD, savings) 32. Competitive prices for products and services 33. Bank employees are consistently courteous 34. Overall satisfaction on assurance V Responsiveness 35. The employees give prompt service to customers 36. Customers requests are handled promptly 37. Bank employees always willing to help customers 38. Not delay to respond to queries and wait times are satisfactory 39. The employees adapt well to handle peak customer traffic 40. Employees show sincere interest in solving customers complaints 41. Overall satisfaction on responsiveness
16 ! " # $ % & ' ( ) * +, -,. / ' & ) 3 4 $ $ 7 9 $ 6 7 / : / ; < < = ; % # < - % 5 4 A B C D C E B F G F H I E I G J K L B E C G C M I M F D N I J J O P Q Q R S T P U V W X R Y V Q Q R X R Y S R Z Z V X S V [ T X V S U R X P U V R Y [ T Q U P \ S V V [ ] S P U T R \ P \ \ P Z P ^ P T ] \ T _ V X Q T U ` U P Z T ^ \ P [ ] a T \ [ T P O O P Q Q T Q U P \ U W X R Y V Q Q R X R Y S R Z Z V X S V [ T X V S U R X P U V R Y [ T Q U P \ S V V [ ] S P U T R \ P \ \ P Z P ^ P T ] \ T _ V X Q T U ` U P Z T ^ \ P [ ] a T \ [ T P I b E D B I c D d e f g h i i f g g j k l f m j n f o j k p p q q l g f o n j i f g r k l s q p r j k i h g s q t f o m q u r m s u l q f g k q s q k m u l f v f k l q k o r j g j k p j k i q t f w h s r m g q q k q s e f o x r i s q o g o f m r s f l s q v o q l h i s y g f o n j i f r k l g h v v q o s v o q n j l f l s q s e f i h g s q t f o g j k w r k z g { q } f n f o y s e f i h g s q t f o g r o f h k m j z f m u s q w f m q u r m h k m f g g s e f u p f s g r s j g x j f l } j s e v o q l h i s g r k l g f o n j i f g v o q n j l f l w u s e f w r k z g { ~ q } r l r u g p o f r s r s s f k s j q k j g v r j l s q r m m s e f w r k z i h g s q t f o s q h i e v q j k s g y r j t j k p s q q v s j t j f s e f j k s f o r i s j q k y s q } r o l g r x x f i s j k p g v f i j x j i i h g s q t f o w f e r n j q h o n r o j r w m f g g h i e r g i h g s q t f o g r s j g x r i s j q k r k l i h g s q t f o m q u r m s u { d e f o f x q o f y v r o s j i h m r o m u y j k s e f o f s r j m w r k z j k p s e f i h g s q t f o g r s j g x r i s j q k r k l j k s h o k i h g s q t f o m q u r m s u j g j t v q o s r k s x q o o f s r j k j k p s e f f j g s j k p i h g s q t f o g r k l r m g q s q r i h j o f k f } i h g s q t f o g { f k i f r k r s s f t v s j g t r l f j k s e j g v r v f o s q f t v j o j i r m m u f n r m h r s f s e f i h g s q t f o g r s j g x r i s j q k r k l i h g s q t f o m q u r m s u s q } r o l g n r o j q h g v o q l h i s g r k l g f o n j i f g r g } f m m r g g q i j r m r g v f i s o f m r s f l g f o n j i f g h k l f o o f s r j m w r k z j k p w r g f l q k s e f n j f } g q x s e f i h g s q t f o g j k ƒ h l l r m q o f l j g s o j i s q x d r t j m ~ r l h { ˆ B A E Š Œ Ž Ž Š Œ Ž Œ š Ž œ ž Ÿ š ª «š Œ š Œ ± š Ž Œ š Ÿ Œ Ž Œ š Œ ² Ÿ Ž ² Ÿ Ž Ž š Œ Ž Œ ³ š Œ Ž Œ Œ Ÿ š ± Ž š Ž š Œ Ž Œ Ž µ š Ž Ž Œ Œ ž Ÿ Ž ² Œ Ž š š Œ Ž Ž Œ ± Œ ³ Œ š š Œ Œ Ÿ Ÿ Ž Ž Œ š Œ Ž Ÿ š Œ Ž Ž Ž Œ Ž Ž ± Ž Œ Ÿ š Ž µ Œ Ž Ž Ž š Ž Œ Ž ± Ž š Œ š Œ ± ± Ž ± Ž Ž š Œ Ž Œ µ ž Œ ³ Ž ² š Œ Ž Œ ž Ž µ Ž Œ Œ Ÿ Œ Œ ² ± Ž š Œ Œ š Œ ± Ž µ µ ž Œ ³ š Œ Ž Ž Œ Ÿ Ž µ ž Œ ² µ Œ š š Œ Œ Ž š Œ Ž Œ Œ Œ ² Ž Œ Œ š Œ ± Ž µ µ ž Œ ³ Ž š Œ Ž Œ Œ š Ž Œ Ž Œ ± Ž š Ž µ Ž ³ Ž š Œ Ÿ š Ž ± Ž ± Ÿ Ÿ Ž µ ž ± š Œ š Œ Ž Ÿ š š Ž Ž Ÿ Œ µ ž Œ Ž Ž Ž ž Ž ² µ Œ Œ Œ ž Ÿ Ž Œ Ž Ÿ Ÿ š š Œ Ž Œ š Ž Œ ± š Œ ³
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18 d Z U Z ¹ º» ¹ ¼ ½ ¾ À Á ¾ Â Ã Ä ¾ Â Å Æ Ä Ç Á ¾ Â Å Ä È É Ç Å Ã Ê Ã Ë Ì Ã Í Å Ã ¾  Á Î É Â ¾ Â Ï À Ð À ¾ Ñ Ç Ê Ã À Ë Ò Ò Ò Ò Ò Ò Ò Ò Ò Ò Ò Ò Ò Ò Ò Ò ½ Ñ Ñ Ó Ô Ô Õ Ö Ø Ø Ù Õ ¹ ½ Æ É É Ñ Ú Û Ü Ý Þ ß à á â ã ä å æ å ç è à é ê ë ß â ì í Ý î í ï ð ñ ð î Ý ð ò Ý ï ð è ó ï í î è ô õ ï ç ï ð õ ö ô Þ Ü õ æ Þ î í ½ À Ð Ó Ä Y S T þ ü V ü þ W V ü þ «T «þ «X ü þ «W «ü «ý ü ª þ ü ü «ÿ. ü / þ À Ë Ì Á Ã Í Ã Ä ¾ Ä È Ñ Ì Â Å À ½ À Ð Ë ½ À Ð Ä [ Ä Â Å» Ä Á Á À Å Â Ã Ä ¾ \ Å Í ] Â Ã È À Å À À Ê ë ^ ô ð ñ ï í ï ñ ï õ ç ï õ î Ü å ç Ý _ ö Ü í ç î ` ï õ ï ` ö ô ð í æ î í æ è ô î ç ò ð í a ê Þ b é ë ë ê Þ c d e e é ^ ö Ü í ç î ` ï õ f _ ç ï Ý g è Ü ò ï ð Ý Ü _ ð Ý ö å ç è Ü f ï õ Ü g è ô î ç ò ð í a ê Þ b e d b ê Þ c d e ß ß ^ h î Ý Ý ö Ü í è î í å ï å ç î í æ è ô ï ç ï õ ñ î ö ï ç Ü g g ï õ ï ` ò _ è ô î ç ò ð í a ê Þ e c ß á ê Þ c d e b e ^ h î Ý Ý å ç ï Ü è ô ï õ i õ Ü ` å ö è ç j ç ï õ ñ î ö ï ç Ü g g ï õ ï ` ò _ è ô î ç ò ð í a î í è ô ï g å è å õ ï ê Þ e k ê b ê Þ c d e d b ^ õ ï ö Ü f f ï í ` f _ ò ð í a è Ü Ü è ô ï õ ç ê Þ ß c c b ê Þ c d e á ^ h î Ý Ý ç h î è ö ô è Ü ð ö Ü f i ï è î è Ü õ ò ð í a è ô ð è Ü g g ï õ ç f Ü õ ï ð è è õ ð ö è î ñ ï ò ï í ï g î è ç j ê Þ e ë e á ê Þ c d e k î í è ï õ ï ç è õ ð è ï ç j ç ï õ ñ î ö ï ö ô ð õ æ ï ç k ^ h î Ý Ý ç h î è ö ô è Ü ð ö Ü f i ï è î è Ü õ ò ð í a h ô ï í è ô ï õ ï ð õ ï i õ Ü ò Ý ï f ç h î è ô è ô ï ê Þ e k c ê ê Þ c d e b ö å õ õ ï í è ò l m n o p p q r s t u q á ^ ` ï ð Ý h î è ô è ô ï ò ð í a ò ï ö ð å ç ï ^ h ð í è è Ü ` ï ð Ý ã í Ü è ò ï ö ð å ç ï ^ ô ð ñ ï è Ü ` ï ð Ý ê Þ b ë á á ê Þ c d e e c v Ü f ï è î f ï ç ^ æ ï è ð g ï ï Ý î í æ Ü g ò ï î í æ è õ ð i i ï ` î í ` ï ð Ý î í æ h î è ô è ô ï õ ï è ð î Ý ò ð í a w r x m y l u z o p { } z l ~ q t l y t t w x q t u t q m Ž š 7 1 Ž µ 0 ² š ± Œ Œ µ 6 Œ Œ Ž Œ š Œ Œ Ÿ š Œ Ž Ž ² µ ž Ÿ Œ Œ Ž Ž Š Ž µ š ± µ š Ž š Ž Œ ƒ ³ 5 Œ F A O F ; < C A E A = A < G : > : L L : < E ; < O : 4 Œ Ž š Ž Ž Ž š ² Ž Œ Œ š Ž Œ Ž ƒ ³ 2 ƒ Ÿ µ ² ƒ ³ 2 " ƒ ³ 5 ƒ ˆ " ³ 4 Œ Œ Œ š Œ Ÿ š Œ Ž Ž Ÿ µ š Ž Œ Œ ± š ± š Ž ± Ž Ž Ž š Ž Œ Œ Œ š Ž ³ µ Œ Ž ² Œ Ÿ ± š Ÿ Ž Ž š Ž š š Ž š š Ž Ÿ š Œ Ž Ž ³ S T þ ü Š «ÿ ü þ ü W Œ ª ü þ «ÿ ü û ü «ÿ. ü / þ Ž Â Ì Ä Á À È Ä Á À  Á Ã Ð Â Ä Â Ã Ä ¾ \ È À Á  Á Ã Ð Â Ä Â Ã Ä ¾ ¹ Ã Ï À ¾ Â Å Ç À Ä È [ Ä Â Å» Ç Ð Ç Å Â Ã À Ä È ¹ Ã Ï À ¾ Â Å Ç À Ä È [ Ä Â Å» Ç Ð Ç Å Â Ã À Ä È Â Á à  ¾ Ì À [ Ä Â Å Â Á à  ¾ Ì À  Á à  ¾ Ì À [ Ä Â Å Â Á à  ¾ Ì À ë b Þ e c d ë Þ ê ß d ë Þ ê ß ß Þ d e e ê Þ e é e ê Þ e é ê Þ d e ê á ê Þ c d e c ê Þ c d e ê é ë Þ ë á ë ß Þ ê á k e Þ ë ê ß Þ ê ß ß ß Þ d á k e Þ ë ê ß ê Þ e ß e Þ k e k á Þ á e e ê Þ e ê e Þ e c á ß Þ ß ß b ê Þ ß d e Þ ê ß á k Þ ß d d ê Þ ß ß ß Þ d b c ë Þ ê ê k ê Þ ß ê ß Þ ß ß c e Þ ß e á ê Þ é k é Þ c b c k Þ é c c ê Þ é e é Þ k ë ë ê ê Þ ê ê Ž š 7 1 ø R
19 ¹ º» ¹ ¼ ½ ¾ À Á ¾ Â Ã Ä ¾ Â Å Æ Ä Ç Á ¾ Â Å Ä È É Ç Å Ã Ê Ã Ë Ì Ã Í Å Ã ¾  Á Î É Â ¾ Â Ï À Ð À ¾ Ñ Ç Ê Ã À Ë Ò Ò Ò Ò Ò Ò Ò Ò Ò Ò Ò Ò Ò Ò Ò Ò ½ Ñ Ñ Ó Ô Ô Õ Ö Ø Ø Ù Õ ¹ ½ Æ É É Ñ Ú Û Ü Ý Þ ß à á â ã ä å æ å ç è à é ê ë ß â ì í Ý î í ï ð ñ ð î Ý ð ò Ý ï ð è ó ï í î è ô õ ï ç ï ð õ ö ô Þ Ü õ æ Þ î í 4 Ž µ Œ Ž Ž µ Œ Ž ² Œ ² Ž 8 Ž Œ ± š Œ Ÿ š Œ Ž Ž Œ Ÿ Œ µ Ž Ž Ž Œ ² Ž š Ž Œ ³ Œ ² Ž š Ž Œ Ž Ÿ ± Ž Œ Œ Œ Œ 5 ³ 0 ƒ ± š Ž š š Œ š Œ Ž š ³ Œ Œ š Ž š ± Ž Œ Œ Œ Œ µ Œ Œ š Ž š Ž Œ 0 ³ ƒ 2 ± š 0 2 ³ ƒ ˆ ± š µ Ž Ž Ž 5 ƒ ³ 5 ± š 2 2 ³ ˆ ± š Ž Ž Œ ± š ³ š Ž Ž Ÿ Ž Œ š Ž š š Ž Œ ± Ž š µ Œ Œ Ž Ž ž Ž ² š š š Œ š Œ Ž š š Ž ³ ü ž Ÿ S T þ ü / «ÿ W ü «ý þ «Œ ª ü þ «ÿ. ü / þ š W ü «œ V «ü ª ««W ª þ ü ü Š œ ª ü Œ ª U 2 ² š Ž Œ Ÿ Œ š Œ Ž µ Œ µ ž Ÿ ƒ ³ š Ž Œ Œ Ž µ Ž š Œ Ž Ž Œ µ ž Ÿ ƒ ³ 0 Œ Ž Œ š Ž Œ š Ÿ Ÿ Œ µ ž Ÿ U ƒ ³ 5 ² Œ Ž ± Ž š Œ 6 Œ š Œ Ž µ Œ µ ž š Ž µ ž Ž Ž Œ Ÿ ƒ ³ 2 2 ˆ ² µ ž µ š Œ ² Ž Ž µ š Œ Ž ² Œ ² š Ž š Ž ± Ž µ ž ² P L : 9 = D A E F E F : : < E P ; < Q I = = K A > : Ž Œ Ÿ Ÿ Ž µ Ÿ ± ± Ÿ ² µ ž ² Œ ² š Ž š Ž ± Ž µ ž Ž Œ Ž š µ Œ 6 Œ Œ 6 Œ š š Ÿ Œ Ÿ ƒ ³ ˆ ƒ ³ 2 Ÿ ƒ ³ Ÿ ƒ ³ 2 2 Ÿ U ƒ ³ 2 ˆ Ÿ ± š Ÿ " 2 ³ 5 2 ³ ƒ 2! Ž Ž š 5 ƒ ³ ³ ˆ Š! Ž Ž š 5 ƒ ³ 5 5 ³ 0 ƒ š Ž µ / þ ü ª ü «ª ü Ž š 7 1 / þ ü ª ü ü þ «ý «µ 2 ± Œ Œ š Ž Ž Ÿ Œ Ž Œ Œ š Œ Ÿ š Œ Ž Ž ³ 4 š š Ž Ÿ Ž µ Œ š Ž Œ Ÿ Ž µ 2 ² š Ž Œ Ÿ Œ š Œ Ž µ Œ µ ž " Ž Ž ² µ š Ž Œ Œ Ž µ Ž š Œ Ž Ž Œ µ ž " 0 Œ Ž Œ š Ž Œ š Ÿ Ÿ Œ µ ž " 5 ² Œ Ž ± Ž š Œ 6 Œ š Œ Ž µ Œ µ ž " š Ž µ ž Ž Ž Œ " ³ ˆ ² µ ž µ š Œ ² Ž Ž µ š Œ Ž " Ž Ž ² µ ² ø
20 ¹ º» ¹ ¼ ½ ¾ À Á ¾ Â Ã Ä ¾ Â Å Æ Ä Ç Á ¾ Â Å Ä È É Ç Å Ã Ê Ã Ë Ì Ã Í Å Ã ¾  Á Î É Â ¾ Â Ï À Ð À ¾ Ñ Ç Ê Ã À Ë Ò Ò Ò Ò Ò Ò Ò Ò Ò Ò Ò Ò Ò Ò Ò Ò ½ Ñ Ñ Ó Ô Ô Õ Ö Ø Ø Ù Õ ¹ ½ Æ É É Ñ Ú Û Ü Ý Þ ß à á â ã ä å æ å ç è à é ê ë ß â ì í Ý î í ï ð ñ ð î Ý ð ò Ý ï ð è ó ï í î è ô õ ï ç ï ð õ ö ô Þ Ü õ æ Þ î í Œ ² š Ž >? 9 B : E A P ; < Q D F : < E F : : P L : 9 = D A E F E F : : < E P ; < Q I = = K A > : ª J A E : 9 «Ž Œ Ÿ Ÿ Ž µ Ÿ ± ± Ÿ ² µ ž " ˆ ² Œ ² š Ž š Ž ± Ž µ ž Ž Œ Ž š µ Œ 6 Œ Œ 6 Œ š š Ÿ Œ " Œ Ÿ Ž Ÿ ² Œ š Ž š Ž ³ Œ Œ š Ž Œ Ÿ š š µ š Œ Ž Ž µ ² Ž š Ž Ÿ Œ š Œ Ž µ µ ž Ž š Ž Œ Ÿ Œ Ž Œ š Ÿ Ÿ µ ž ± Ž Ÿ Œ Œ Ž µ Ž š Œ Ž Œ Ž µ ž ³ = : >? < C N ; > B? = = : = E F : > F ; > E A = E A > =? N > M = E? 9 = I D A L L A < O < : = = E? C : ; L E F? M O F <? E < : > : = = E? ² Ž Ž µ š Œ Ž " š Œ Ž Œ Œ ² š Ž Ž š Ž ± Ž µ ž ² : P L : 9 = D A E F E F : : < E P ; < Q ; < C > M = E? 9 = I N : : L A < O? N P : A < O ; B B : C A < C : ; L A < O D A E F µ ž ³ F : : J E F : N = E N ; > A = L ; P : L : C ; = > M = E? 9 L? ; L E P ; = : C? < C M > E ; < C = K A > : = ; < C = : >? < C N ; > A = < ; 9 : C ; = > M = E? 9 L? ; L E P ; = : C? < > M = E? : L ; E A? < = F A B? N E F : µ ž Œ ³. ü «W ª «ª X ü «ª ü «V ü «þ ± ² «ÿ Ž Œ Œ š Ž Ž š Œ Ž Œ ² Ž Œ ± Ž š Œ Œ š Œ µ µ ž Ÿ Œ Œ µ Œ Ž Ž ± Ž Ž Œ ± Ž Œ µ Ž 0 ƒ Œ Œ š D A E F K ; L M : = 9 ³ E? G F A O F L C A = = ; E A = N A : C I E? G F A O F L = ; E A = N A : C I F : = M L E =? N E F : L A ; P A L A E Œ Œ Ÿ š Ž Œ Œ š Ž Œ š Œ Œ Ž ² µ 5 ³ ü ž Ÿ S T þ ü V ü þ W V ü þ «T «þ «X ü þ «W ü «ý ü ª þ ü û ü «ÿ. ü «W ª ««ý ª ü «ª ü ü ª ««W ª þ ü ü ü S þ. ü þ «þ ý «W ü þ ü ü 0 µ Ž ² Ÿ Ž µ ž Œ ± Ž š Œ š Œ Ž Ÿ ± Ž Œ µ ž Ÿ š Œ ± Ž š Œ ± Ž µ µ ž 2 ¹ Ž µ µ ž Ÿ š Œ ± Ž š Œ ± Ž µ µ ž 5 ¹ µ š ú š Ž Ÿ š š Ž Œ ƒ ³ ˆ ƒ ³ ƒ ƒ ƒ ³ ˆ 0 ƒ ƒ ³ ˆ ƒ ˆ ƒ ³ ƒ ³ ˆ ƒ ˆ ƒ ³ 2 ƒ ³ ˆ 0 ƒ Ž Œ µ Œ ± Ž š Œ ± Ž µ µ ž ƒ ³ 5 ƒ ƒ ³ ˆ 2 4 ¹ 6 1 µ š š ± Ž µ µ ž ƒ ³ 5 2 ƒ ³ ˆ ¹ Œ š ± Ž µ µ ž ƒ ³ 5 ƒ ƒ ³ ˆ 2 ˆ Œ š Œ š ± Ž µ µ ž ƒ ³ 2 ƒ ³ ˆ Œ º Ž Ž Œ ± Ž Œ Œ š Œ ƒ ³ ƒ 0 5 ƒ ³ ˆ 0 ˆ 0 ƒ Œ Š Ÿ Ž Ž Œ ± Ž µ µ ž Œ ƒ ³ 5 ˆ 0 ƒ ³ ˆ < P ; > F I = ¼ L B F ; ½ : L A ; P A L A E»? : N N A > A : < E ƒ ³ ˆ 2 0 Ž š 7 1 ø
21 ¹ º» ¹ ¼ ½ ¾ À Á ¾ Â Ã Ä ¾ Â Å Æ Ä Ç Á ¾ Â Å Ä È É Ç Å Ã Ê Ã Ë Ì Ã Í Å Ã ¾  Á Î É Â ¾ Â Ï À Ð À ¾ Ñ Ç Ê Ã À Ë Ò Ò Ò Ò Ò Ò Ò Ò Ò Ò Ò Ò Ò Ò Ò Ò ½ Ñ Ñ Ó Ô Ô Õ Ö Ø Ø Ù Õ ¹ ½ Æ É É Ñ Ú Û Ü Ý Þ ß à á â ã ä å æ å ç è à é ê ë ß â ì í Ý î í ï ð ñ ð î Ý ð ò Ý ï ð è ó ï í î è ô õ ï ç ï ð õ ö ô Þ Ü õ æ Þ î í 4 Ž µ Œ Ž Ž µ Ž µ Œ Ž ² Œ Š Ž µ š ± µ š Ž š Ž Œ Œ ƒ ³ ˆ 2 0 Ÿ Ž Ž µ Ÿ ³ š Ž Ž Ž š ² Ž Œ Œ š Ž Ÿ Œ Ž Œ Ž ² Œ ƒ ³ 5 2 Œ Ÿ Œ ƒ ³ ƒ ƒ ³ Œ Ž Ž š Ž Ž Ž Œ Œ Ž ƒ ³ 2 ƒ š Ÿ Œ š Œ Œ Ÿ š Œ Ž Œ Œ š Ž ² ± Ž š Œ Œ š Œ š Ž Œ Œ ³ 4 Œ Œ Œ š Œ Ÿ š Œ Ž Œ Œ š Ž ² ± Ž š Œ Œ š Œ µ š Ž Œ Œ Œ µ 8 š Ž ± š ± š Ž ± Ž Ž Ž š Ž Œ Œ Ž ž Ž ² ² š Œ Ž Œ Œ š Ž ² ± Ž š Œ Œ š Œ š µ ± Ÿ µ Œ µ Ž µ Œ š Ž Œ " Œ Ž Œ Ÿ 0 ƒ µ Œ Œ " Ž ± ³ S T þ ü Š «ÿ ü þ ü W Œ ª ü þ «ÿ ü û ü «ÿ. ü «W ª ««ý ª ü «ª ü Ž Â Ì Ä Á À È Ä Á À  Á Ã Ð Â Ä Â Ã Ä ¾ \ È À Á  Á Ã Ð Â Ä Â Ã Ä ¾ ¹ Ã Ï À ¾ Â Å Ç À Ä È [ Ä Â Å» Ç Ð Ç Å Â Ã À ¹ Ã Ï À ¾ Â Å Ç À Ä È [ Ä Â Å» Ç Ð Ç Å Â Ã À  Á à  ¾ Ì À Ä È [ Ä Â Å Â Á à  ¾ Ì À Ä È [ Ä Â Å Â Á à  ¾ Ì À  Á à  ¾ Ì À ë e Þ ê ê e ê Þ ê b e ê Þ ê b é Þ ß ê é ß Þ ê ê é ß Þ ê ê é ë Þ d ê ë d Þ ê e b d Þ ê á ë Þ k b ë k Þ b b e ê Þ b b ß ë Þ é ß ë é Þ ß é d á Þ e ê é Þ ê ß é ê Þ é á d ê Þ á ß e ë Þ ê b ë ê Þ e c k á Þ á c ë Þ á ë ë á Þ ê d k á Þ á c b ê Þ b ß b Þ ß ß á e Þ é é d ê Þ ß á ß Þ á ë á á Þ ê é k ê Þ ß e ß Þ e ë c ë Þ e e á ê Þ ß ë ß Þ ë ê c e Þ b ß c ê Þ é c é Þ c ë c k Þ e b ë ê ê Þ é d é Þ b b ë ê ê Þ ê ê Ž š 7 1 µ Œ Ž ² Œ Ÿ ± Ž ± Ž Ž Ž š Ž š š Ž Ÿ Œ Œ Ÿ š Œ Ž Œ Œ š Ž ² ± Ž š Œ Œ š Œ ³ Œ Œ Ž š Ž Œ Œ Ž Œ Ž 8 Ž ± Ž š Œ š µ ž Ÿ Ž ² š š Œ Ž Œ Œ š Ž š µ Œ µ š Œ Ÿ Œ µ Ž Ž Ž Œ Ž š Ž Œ ³ Œ Ž š Ž Œ Ž Ÿ ± Ž Œ Œ Œ Œ ˆ ³ ˆ ± š Ž Œ Œ š Ž Ž Ÿ ³ Ž ž Ž ² ² š š Ž Œ ± Œ Ž ² š š Ž µ Ž Ž ± Ž š Œ Œ š Œ š Ž Ž Ÿ Œ Ž µ Ž Œ Œ š Ž Œ ³ µ ± Œ Œ š Ž Ž Ÿ Œ Ž š Œ š Œ Ÿ š Œ Ž Œ Œ š Ž ² ± Ž š Œ š Œ ² Œ Ž š Ž Œ ³ Ž š Ž Ž Ÿ Œ Ž Œ ² š Ž Œ µ š Ž Œ ± ± Œ š Ž Œ Ÿ š š µ µ ž Ÿ š Œ ± Ž š Œ ± Ž µ µ ž " 0 µ Ž ² Ÿ Ž µ ž Œ ± Ž š Œ š Œ Ž Ÿ ± Ž Œ " Ž Ž ² µ 2 ¹ Ž µ µ ž Ÿ š Œ ± Ž š Œ ± Ž µ µ ž " ³ Œ ¹ Œ š ± Ž µ µ ž " 4 ¹ 6 1 µ š š ± Ž µ µ ž " Ÿ Ž Ÿ Œ ² Œ š Ž š Ž Ž Œ µ Œ ± Ž š Œ ± Ž µ µ ž " 5 ø ø
22 ¹ º» ¹ ¼ ½ ¾ À Á ¾ Â Ã Ä ¾ Â Å Æ Ä Ç Á ¾ Â Å Ä È É Ç Å Ã Ê Ã Ë Ì Ã Í Å Ã ¾  Á Î É Â ¾ Â Ï À Ð À ¾ Ñ Ç Ê Ã À Ë Ò Ò Ò Ò Ò Ò Ò Ò Ò Ò Ò Ò Ò Ò Ò Ò ½ Ñ Ñ Ó Ô Ô Õ Ö Ø Ø Ù Õ ¹ ½ Æ É É Ñ Ú Û Ü Ý Þ ß à á â ã ä å æ å ç è à é ê ë ß â ì í Ý î í ï ð ñ ð î Ý ð ò Ý ï ð è ó ï í î è ô õ ï ç ï ð õ ö ô Þ Ü õ æ Þ î í ¹ µ š ú š Ž Ÿ š š Ž Œ " Ž Ž ² µ ˆ Œ š Œ š ± Ž µ µ ž " Ž Œ Ž š Ž ³ Ž š Ž Œ Ž ± Ž Ž š µ 0 ƒ Œ š Ÿ Ž Ž Œ ± Ž µ µ ž Œ " Œ º Ž Ž Œ ± Ž Œ Œ š Œ " ³ ü ž Ÿ S T þ ü / «ÿ W ü «ý þ «Œ ª ü þ «ÿ ª ü «ª ü š W ü «œ V «ü ª ««W ª þ ü ü Š œ ª ü Œ ª µ ž Ÿ š Œ ± Ž š Œ ± Ž µ µ ž 0 µ Ž ² Ÿ Ž µ ž Œ ± Ž š Œ š Œ Ž Ÿ ± Ž Œ 2 ¹ Ž µ µ ž Ÿ š Œ ± Ž š Œ ± Ž µ µ ž ¹ Œ š ± Ž µ µ ž 4 ¹ 6 1 µ š š ± Ž µ µ ž Ž Œ µ Œ ± Ž š Œ ± Ž µ µ ž 5 ¹ µ š ú š Ž Ÿ š š Ž Œ ˆ Œ š Œ š ± Ž µ µ ž 0 ƒ Œ Š Ÿ Ž Ž Œ ± Ž µ µ ž Œ Œ º Ž Ž Œ ± Ž Œ Œ š Œ U Ÿ ƒ ³ 0 0 ƒ ³ 0 ƒ ³ 0 Ÿ ƒ ³ ƒ ˆ ƒ ³ 0 ƒ ³ 0 2 Ÿ U ƒ ³ 0 ˆ ƒ ³ ƒ ³ ƒ ˆ ƒ ³ 0 Ÿ ƒ ³ ƒ 5 ƒ ³ 0 ƒ ³ 0 ƒ Ÿ ƒ ³ ƒ ˆ ƒ ³ 0 ƒ ³ 0 ƒ ³ ƒ Ÿ ƒ ³ ƒ ˆ ƒ ³ ˆ ƒ ³ ƒ Ÿ ƒ ³ ƒ ƒ ³ 0 0 ƒ ³ 2 Ÿ ƒ ³ 2 5 ƒ ³ 0 2 ƒ ³ ƒ ƒ ³ 0 Ÿ U ƒ ³ 0 2 ƒ ³ ƒ ³ ƒ Ÿ ± š Ÿ " ³ 2 ƒ 0 ³ ³ ƒ 2 0 ³ ˆ 0! Ž Ž š 2 ³ ƒ ƒ 0 ³ ƒ ³ ˆ 0 ˆ ³ ƒ Š! Ž Ž š 2 ³ ƒ ƒ 5 ƒ ³ ƒ ³ ˆ 2 ˆ ³ ˆ š Ž µ þ «ü T ² «ÿ W ª «þ ««ü ² þ ü ÿ ü W ü þ ü ü S û ü «ª ü / «T ü ü ü «ª ü ü W W «ª «ü ª ü ü ü ü «þ Ž š 7 1 ø ¾
23 ¹ º» ¹ ¼ ½ ¾ À Á ¾ Â Ã Ä ¾ Â Å Æ Ä Ç Á ¾ Â Å Ä È É Ç Å Ã Ê Ã Ë Ì Ã Í Å Ã ¾  Á Î É Â ¾ Â Ï À Ð À ¾ Ñ Ç Ê Ã À Ë Ò Ò Ò Ò Ò Ò Ò Ò Ò Ò Ò Ò Ò Ò Ò Ò ½ Ñ Ñ Ó Ô Ô Õ Ö Ø Ø Ù Õ ¹ ½ Æ É É Ñ Ú Û Ü Ý Þ ß à á â ã ä å æ å ç è à é ê ë ß â ì í Ý î í ï ð ñ ð î Ý ð ò Ý ï ð è ó ï í î è ô õ ï ç ï ð õ ö ô Þ Ü õ æ Þ î í Á ; = : C? < E F : A E : 9 = I F A O F L? ; C A < O = J E F : N = E J = : >? < C J E F C ; < C N? E F N ; > = A = A C : < E A N A : C ; =  < L A < : P ; < Q A < O N ; > A L A E A : = ; < C Q <? D L : C O :? N : 9 B L? : : = J ¼ Ã Ä K A > : = J Å? ; < C A = P = : 9 : < E A > : : N N A > A : < > ; < C Æ < E : = ; E : =? < C : B? = A E = ; < C L? ; < = Ž š Œ Ž Œ Œ š Ž µ ž Ÿ š µ Œ µ Œ Ž Œ Ž 8 Ž Œ š Œ ³. ü «W ª «ª «þ Ç ü ª «V ü «þ ± ² «ÿ Š Œ Ž Œ ² µ ž Œ Ž š Ž ± Ž Œ Ž š Œ ± š Œ Ž š Œ Ž Œ š Œ š Œ Ž ± Œ Ž Œ š Ž š Ž Ž µ ž Ÿ ³ ž Œ Œ µ 8 š Ž ± Œ Œ Ž Ž Œ ž Ž Œ ³ Œ ± Œ Œ Œ Ž š µ ž Œ Ž ± Ž Ÿ Œ Œ š Ž ± Ž Ž Œ Ž š Œ ± š Œ Ž š Ž µ Œ Œ Œ ³ Ž ± Œ E? ; = > E ; A < E F : = E ; E M =? N =? > A ; L ; = B : > E = A : E ; A L P ; < Q A < O P ; = : C? < E F : > M = E? 9 = I L : K : L? N Œ Œ š Ž ² Œ Œ š Œ ³ Ž Œ Ž š Œ Ž Œ Œ š Ž ² Œ Ž š Œ ± š Œ µ ž Ÿ Œ š š Ž ± Œ Ÿ Ÿ Œ Œ Œ " ² Ÿ Ÿ 9 ³ G È A O F L C A = = ; E A = N A : C I J É G C A = = ; E A = N A : C I J H G < : A E F C A = = ; E A = N A : C = ; E A = N A : C I J Ê G = ; E A = N A : C I ; < C G F A O F L = ; E A = N A : C I A = A < > L M C : C A < E F : Ë M : = E A? < < ; : Œ Œ Ž µ 6 Œ Œ š Ÿ Ž š Ž Œ Œ š Ž Œ š Œ ± Ž µ ³ S T þ ü ü ž Ÿ V ü þ W V ü þ «T «þ «X ü þ «W ü «ý ü ª þ ü û ü «ÿ. ü «W ª ««ý ª «þ ü ª «ü ü ü «ª ü ü ª ««W ª þ ü ü ü S þ. ü þ «þ ý «W ü þ ü ü 0 Š Ž š Ž ± Ž š Œ Œ ² š Œ Ž Œ ƒ ³ 5 0 ƒ ƒ ³ 7 Œ Ž š Ž Ž Œ ² š Œ Ž Œ ƒ ³ ƒ ƒ ³ ˆ 2 ¹ Ž Ž š Œ Ž Œ Ž Œ Ž š µ Ž Ÿ Ž Œ ± ƒ ³ ƒ 2 ƒ ³ ˆ Œ Ž ž Ÿ Š Ž Œ Œ Ž ± Ž Ÿ Œ š Œ ƒ ³ 5 2 ƒ ƒ ³ ˆ ƒ 0 ˆ œ š Ž Ÿ Ÿ Œ š Œ Ž ƒ ³ ˆ ƒ ³ ˆ œ Ž Œ ± Ž Œ ² š Œ Ž Œ ƒ ³ 0 ƒ ³ ƒ Ÿ Œ Œ Ž Œ Œ ± Ž Ž Ž ƒ ³ ƒ ³ 2 5 ˆ 7 Ž Ÿ ± Ž Ž Ž Ž Ÿ ² µ Œ ƒ ³ ƒ ³ ˆ ƒ < P ; > F I = ¼ L B F ; ½ : L A ; P A L A E»? : N N A > A : < E ƒ ³ ˆ 0 5 Ž š 7 1 > ; < P : = : : < 9 E F : E ; P L : Ì E F ; E E F < F ; > F I = ; L B F ; >? : N N A > A : < E ; L L : A O F E A E : 9 = >? 9 P A < : C Ž Ÿ ƒ ³ ˆ 0 5 Œ Ÿ Ž Ž µ Ÿ ³ ¹ Ž Ž Ž Ž š Ž Ž ³ ³ š Ž Ž Ž š ² Ž Œ Œ š Ž Œ ² µ Ž ƒ ³ 2 ƒ ú " Ž Ÿ Œ Ÿ Œ Ž ƒ ³ 5 2 ƒ Ž ƒ ³ ƒ 2 " ³ Ž Œ Ž Ÿ Œ š Œ š Ž Œ Ÿ š Œ Ž Œ Œ š Ž ² Œ Ž š Œ ± š Œ µ ž Ÿ ø À
24 ¹ º» ¹ ¼ ½ ¾ À Á ¾ Â Ã Ä ¾ Â Å Æ Ä Ç Á ¾ Â Å Ä È É Ç Å Ã Ê Ã Ë Ì Ã Í Å Ã ¾  Á Î É Â ¾ Â Ï À Ð À ¾ Ñ Ç Ê Ã À Ë Ò Ò Ò Ò Ò Ò Ò Ò Ò Ò Ò Ò Ò Ò Ò Ò ½ Ñ Ñ Ó Ô Ô Õ Ö Ø Ø Ù Õ ¹ ½ Æ É É Ñ Ú Û Ü Ý Þ ß à á â ã ä å æ å ç è à é ê ë ß â ì í Ý î í ï ð ñ ð î Ý ð ò Ý ï ð è ó ï í î è ô õ ï ç ï ð õ ö ô Þ Ü õ æ Þ î í š Ž Œ Œ š Ž Œ Œ ³ 8 Ž Œ Ž š Œ ± š Œ µ ž Ÿ ² ² š š Œ Ž Œ ± Œ Œ Œ Œ š Ž š Ž Œ Œ ž ³ Ÿ š Ž Œ ± š š Œ Œ Ž ² µ ˆ ³ S T þ ü Š «ÿ ü þ ü W Œ ª ü þ «ÿ ü û ü «ÿ. ü «W ª ««ý ª «þ ü ª V ü þ ü ü «ª ü Œ ª ± ü W ü «œ V «W ü «œ V «Š «ÿ ü þ ü Î W S þ. þ «ü Š «ÿ ü þ ü Î W S þ. þ «ü Î «ª ü Î W S þ «ª ü W S þ «ª ü «ª ü 0 2 ³ ³ ³ 5 ³ 2 0 ³ ˆ 2 0 ³ ˆ 0 ³ ƒ ³ 0 2 ³ ˆ ³ 2 0 ³ ˆ 2 ³ ˆ 2 ƒ ³ ˆ ˆ ³ 5 ³ 2 5 ƒ ³ ƒ ³ ³ ˆ 2 ƒ ³ 5 ˆ ³ ˆ ³ ˆ ƒ ƒ ³ 5 0 ³ 0 ƒ ³ ƒ ³ 2 5 ³ ˆ ˆ ³ ˆ ƒ ˆ ƒ ³ ³ ƒ 0 ƒ ƒ ³ ƒ ƒ Ž š 7 1 Œ ± Ž µ Ž µ µ Ž š Ž Œ ² Ÿ µ Ž Ž ± Ž š µ š Ž Œ Œ Œ ² Ž ³ ² ² Ž Œ Ž ± Œ 5 2 ³ 5 ± š ² Œ Œ š Ž š Ž ± Œ ƒ ³ 0 ± š Ž š Ž Ž Ÿ ³ ² Ž Ž Ÿ š Ž ± Ž Œ Œ Œ 2 ³ ˆ ± š Ž š š Œ š Œ Ž š ³ Ž Œ ± ± Œ Ž š Œ ± š Œ µ ž Ÿ š Ž ± Œ Œ ± Ž ² Ž Œ Ž Œ Ž ² š Œ Œ š Ž Ž š Œ Ž š µ Œ ³ š š Œ š Ž š š Ž Œ Ž Œ Ÿ Ž Ÿ ² Ž Œ š Ž Œ ³ µ ± Ž Œ š Ž Ž Ÿ Œ Ž Œ ³ ø Í
25 û ¹ º» ¹ ¼ ½ ¾ À Á ¾ Â Ã Ä ¾ Â Å Æ Ä Ç Á ¾ Â Å Ä È É Ç Å Ã Ê Ã Ë Ì Ã Í Å Ã ¾  Á Î É Â ¾ Â Ï À Ð À ¾ Ñ Ç Ê Ã À Ë Ò Ò Ò Ò Ò Ò Ò Ò Ò Ò Ò Ò Ò Ò Ò Ò ½ Ñ Ñ Ó Ô Ô Õ Ö Ø Ø Ù Õ ¹ ½ Æ É É Ñ Ú Û Ü Ý Þ ß à á â ã ä å æ å ç è à é ê ë ß â ì í Ý î í ï ð ñ ð î Ý ð ò Ý ï ð è ó ï í î è ô õ ï ç ï ð õ ö ô Þ Ü õ æ Þ î í ü ž Ÿ S T þ ü V ü þ W V ü þ «T «þ «X ü þ «W ü «ý ü ª þ ü û ü «ÿ. ü «W ª ««ý ª «þ ü ª V ü þ ü ü «ª ü ü ª ««W ª þ ü ü Š œ ª ü Œ ª U Ÿ Œ Œ Ž Œ Œ ± Ž Ž Ž Ÿ ƒ ³ 0 ƒ œ Ž Œ ± Ž Œ ² š Œ Ž Œ Ÿ U ƒ ³ 0 œ š Ž Ÿ Ÿ Œ š Œ Ž Ÿ ƒ ³ 0 ˆ 7 Ž Ÿ ± Ž Ž Ž Ž Ÿ ² µ Œ Ÿ ƒ ³ 0 0 Š Ž š Ž ± Ž š Œ Œ ² š Œ Ž Œ ƒ ³ ƒ Ÿ 7 Œ Ž š Ž Ž Œ ² š Œ Ž Œ ƒ ³ 0 Ÿ 2 ¹ Ž Ž š Œ Ž Œ Ž Œ Ž š µ Ž Ÿ Ž Œ ± ƒ ³ Ÿ 5 7 Œ Ž ž Ÿ Š Ž Œ Œ Ž ± Ž Ÿ Œ š Œ ƒ ³ 0 Ÿ ± š Ÿ " ³ ³! Ž Ž š 2 0 ³ ˆ 2 0 ³ ˆ Š! Ž Ž š 2 0 ³ ˆ 2 ³ ˆ š Ž µ V ü «ü ü. ü ü þ «ý «Ž š 7 1 ü þ ü ª «««þ ª «««ü ¼ > C A < O E? E F : ; P? K : E ; P L : J E F : N = E N ; > A = F A O F L > F ; > E A Ð : C P Ñ A L L A < O < : = = E? L A = E : < ; < C Œ ± Ž C E?? < : : C Ò A E : 9 Ì ª ; < C ½ : L ; E A? < = F A B? N E F : = E ; N N D A E F E F : > M = E? 9 = Ò A E : 9 Ó ª N? L L? D : C P ½ : >? O < A Ð A < O 9 : ; = K ; L M : C > M = E? 9 Ò A E : 9 ª ; < C K A C A < O ; L L A 9 E ; < E A < 9 ; E A? < E M O F D : P = A E : Ò A E : 9 Õ ª Œ š Ž š Ž Œ Ž Œ Ž Œ Œ š Ž»? 9 9 M < A > ; E A? < > : = = D A E F E F : > M = E? 9 = Ò A E : 9 ³ ª ; < C Ô =? < ; L Æ < E ; > E A? <? N E F : = E ; N N D A E F E F : > M = E? 9 = Ò A E : 9 É ª F : Ã? E A K ; E A? < ; L ; > E A K A E A : = 9 E F : = E ; N N =? > A ; L P? < C A < O ; < : L ; E A? < = F A B Ò A E : 9 H ª ; < C Ô =? < ; L Á ; < Q A < O»? < = M L E ; < E = K A C A < O = K A > : = Ò A E : 9 Ê ª : Œ Ž ± Œ š Ž š Ž ³ Ž Œ Ÿ Ž Ÿ Œ Œ š Ž Œ Œ ½ : = B? < = A K : < : = = ; < C» M = E? : L ; E A? < = F A B ; < C = : >? < C? < : ; = Ô =? < ; L Æ < E ; > E A? < ; < C Ã? E A K ; E A? < ; L ¼ > E A K A E A : = Ž Œ Ž 8 Ž Œ Ž š Œ ± š Œ µ ž Ÿ ½ : = B? < = A K : < : = = ; < C» M = E? : L ; E A? < = F A B ; < C Ô =? < ; L Æ < E ; > E A? < ; < C Ã? E A K ; E A? < ; L ¼ > E A K A E A : = P ; = : C? < D F A > F E F : > M = E? 9 = ; E A = N ; > E A? < A = 9 : ; = : C ø Ï
26 U ¹ º» ¹ ¼ ½ ¾ À Á ¾ Â Ã Ä ¾ Â Å Æ Ä Ç Á ¾ Â Å Ä È É Ç Å Ã Ê Ã Ë Ì Ã Í Å Ã ¾  Á Î É Â ¾ Â Ï À Ð À ¾ Ñ Ç Ê Ã À Ë Ò Ò Ò Ò Ò Ò Ò Ò Ò Ò Ò Ò Ò Ò Ò Ò ½ Ñ Ñ Ó Ô Ô Õ Ö Ø Ø Ù Õ ¹ ½ Æ É É Ñ Ú Û Ü Ý Þ ß à á â ã ä å æ å ç è à é ê ë ß â ì í Ý î í ï ð ñ ð î Ý ð ò Ý ï ð è ó ï í î è ô õ ï ç ï ð õ ö ô Þ Ü õ æ Þ î í W. ü / þ. ü «W ª «Œ Œ Ž š Œ Ž Ž š Œ Ž Œ Œ š Ž Œ Œ š Ž š š Ž µ ž š Œ Ž Œ Œ ± ³ š š Œ Ž Ÿ µ ± š ± Ž Ž Œ ± Ž µ Ž Œ š ± Œ Œ š Œ ³ Œ Œ Ž Œ Œ Œ Ž ² µ 0 ƒ ³ Œ Ž µ Ž Œ Ž Œ Ž š Œ Ž Ž Œ Ÿ š µ Ž 2 Ž Ž ± Ž ³ Ž š Œ Ž Œ Ž Ž µ ž Œ Œ µ ž Œ ± Ž µ ± Ž š Œ Œ š Œ Ÿ Ž Ž Ž Œ ± ² š Œ Ž Œ ³ Ž Ž µ Œ Ž Ž Ž Œ Œ š Ž ² Ž ± ± Ž š Œ 6 Œ š Œ Œ M < C = E?? C E F ; E E F : = B? < C : < E = I L : K : L? N = ; E A = N ; > E A? < C A N N = A O < A N A > ; < E L 9 E F : Œ Œ Œ Ž Œ Œ " Œ ± š Ž Ž 8 Ž ± Ž š Œ Œ š Œ µ ž Ÿ ³ Á M E E F : 9 : ; < K ; L M : = : L : = = E F ; < H J E F : L? D P? M < C K ; L M : G = ; E A = N ; > E A? < I Ž ± Ž ³ Œ ± Œ š Œ Ž Œ Œ š Ž ² Ž Œ ± Ž š Œ š Œ 8 Œ µ Ž Ž ³ S T þ ü ü ª ü «ü W. ü / þ. ü «W ª «Œ ª û ü Ø þ ü. ü / þ Ž µ Œ Ž ± Ž š Œ š 2 ³ 5 ƒ ³ 0 ³ 2 Ù Ù Ù Ž µ Œ Ž š Œ Ž Ž Œ ± 2 ³ ƒ ³ 0 ³ ƒ ƒ Ù Ù Ù. ü «W ª «ü ª X ü «ª ü µ ž Ÿ š Œ ž Ž ² Ÿ Ž ± Ž Œ 2 ³ ƒ ƒ ³ ˆ 0 ³ ƒ Ù Ù 4 ¹ š Œ 2 ³ 0 ƒ ƒ ³ ³ 5 ˆ Ù Ù Ž Œ µ Œ š š š 2 ³ ƒ ƒ ³ ˆ ³ 0 Ù Ù Ù Œ Œ Ž ± Ž Œ Œ Ž Œ 2 ³ 0 2 ƒ ³ 2 2 ³ 0 0 Ù Ù Ù. ü «W ª «ü ª «þ ü ª V ü þ ü ü «ª ü œ Œ ± Ž Œ Œ Œ Š Œ Ž Ž Œ ± 2 ³ 0 ƒ ³ ³ 2 2 Ù Ù Ù 7 Œ Ž š Ž ¹ Ž Ž 4 š Œ 2 ³ 5 ƒ ³ ³ Ù Ù Ù ü þ þ. ü «W ª «Á ; < Q : 9 B L? : : = : L ; E A? < = F A B D A E F > M = E? 9 = 2 ³ ƒ ³ ³ Ù Ù Ù Á ; < Q = I = K A > : = A < N M L N A L L A < O? : B : > E ; E A? < = 2 ³ 5 ƒ ³ ˆ ³ ƒ Ù Ù Ù š ú Ž ž Œ 2 ³ 2 5 ƒ ³ ˆ ³ 0 2 Ù Ù Ù Ž š Œ Ž µ ž Œ 2 ³ 5 5 ƒ ³ ˆ 0 0 ³ 5 Ù Ù Ù Ù Ù Ù Ÿ š 0! ³. ª þ «Ž š Œ Ž Œ Œ š Ž ² Œ Ž š Œ ± š Œ Ž Œ š Œ µ ž Ÿ Œ Œ Ž Ž ± Ž š Œ Œ š Œ ³ F? M O F 9 : ; < K ; L M : = ½ : = B? < = A K : < : = = ; < C» M = E? : L ; E A? < = F A B ; < C Ô =? < ; L Æ < E ; > E A? < ; < C Ã? E A K ; E A? < ; L ¼ > E A K A E A : = A = F A O F ; < C C A N N ¾ Ö
27 V ¹ º» ¹ ¼ ½ ¾ À Á ¾ Â Ã Ä ¾ Â Å Æ Ä Ç Á ¾ Â Å Ä È É Ç Å Ã Ê Ã Ë Ì Ã Í Å Ã ¾  Á Î É Â ¾ Â Ï À Ð À ¾ Ñ Ç Ê Ã À Ë Ò Ò Ò Ò Ò Ò Ò Ò Ò Ò Ò Ò Ò Ò Ò Ò ½ Ñ Ñ Ó Ô Ô Õ Ö Ø Ø Ù Õ ¹ ½ Æ É É Ñ Ú Û Ü Ý Þ ß à á â ã ä å æ å ç è à é ê ë ß â ì í Ý î í ï ð ñ ð î Ý ð ò Ý ï ð è ó ï í î è ô õ ï ç ï ð õ ö ô Þ Ü õ æ Þ î í = A O < A N A > ; < E L 9 H J E F : K ; L M : < : M ; L L : K : L J E F : : L : = = E F ; < H ; < C A < G 9? C ; E : ; < O : Ú ³ ƒ Û 2 ³ ƒ " ³ Ž Œ š Ž š Œ Œ š Ž ² Œ Ž š Œ ± š Œ µ ž Ÿ Œ Œ Ÿ š µ Ž Ž µ Œ Œ Ÿ Ž Ž Ž Ÿ š Œ Ž Œ ³ œ Ÿ Ÿ Ž š Œ Ž Œ Œ š Ž Œ Ž µ š Œ Ž Œ Ž = ; E A = N A : C D A E F Á ; < Q : 9 B L? : : = : L ; E A? < = F A B ± ² š Œ Ž Œ Ò Ã : ; < Ü H «ª D F : ; = E F : L : K : L? N = ; E A = N ; > E A? < A = Ý M = E ; P? K : 9? C ; E : L : K : L A : = B : > E? N Á ; < Q = I = K A > : = A < N M L N A L L A < O? : B : > E ; E A? < = Ò Ã : ; < Ü H Ê É ª J = K A > : Ë M ; L A E? N E F : P ; < Q = Ò Ã : ; < Ü H H Ê ª ; < C? E ; L = K A > : =? N E F : P ; < Q = Ò Ã : ; < Ü H Ê Ê ª ² Ž Œ Œ ± š Œ Ž Ž µ Œ Ž ± Ž š Œ 6 Œ š Œ š Œ Ž Ž Œ ± µ ž Ÿ Œ Ÿ Ž Ž ² Œ š Œ Ž Œ Œ š Ž ² ± Ž š Œ 6 Œ š Œ Œ Ž š Œ ± š Œ Ž Œ š Œ µ ž Ÿ Œ Ž Ž µ 8 Œ µ Ž Ž ³ ü W ü ü ª ü Þ 4 ± ¹ Œ µ ƒ 0 0 " 4 Š Œ Ž Š š 4 ± ± Ž š Ž ² Œ œ ž Ÿ š Ž Œ 4 º ± Œ ß ù Ž à Ž Ž ¹ Œ š ± œ Œ š Ž ³ 0 Œ Œ 5 4 Ÿ Œ ± ± ³ 0 ˆ ¹ ³ Š Ž š à ƒ ƒ 0 " Ž ù ² Ž Ÿ Œ Ž Š Ž š ± Œ Ÿ 7 š š á M ; L A E â ¼ È A > F A > ; L ¼ B ; > F J ã? < ; L? N à Q : E A < O J Ó Ò H ª J H Ê 5 Ž º Ž Œ ² º Œ ¹ ƒ 0 0 " ± š Ž š Š Ž š ž Œ Ž Š Œ Ž Œ Œ š Ž 4 ± š Ž à Ž Ž ¹ Œ š ± œ Œ š Ž ³ 0 ù Ž ³ š Ž µ ± ± 0 2 à ² à Ž ² µ ƒ ƒ ˆ " š Œ Ž µ š µ Ž š Œ Ž Ž à Ž Ž œ Ÿ Š Ž Œ š Œ ù Ž ³ 0 ± ± ³ à Ž ³ ù ƒ 0 " 4 Ž Ž š Š Ž š ž Œ Ž à Ž Ž œ Œ š Š Ž ± 4 ± ± š Ž ¹ Ÿ Ž ³ ù Ž ³ µ ± ± ³ 0 ƒ ³ ¹ 4 8 µ ³ ¹ ƒ ƒ " 4 Œ Ž N > M = E? 9 = I = D A E > F A < O P : F ; K µ ž Œ š Œ à Ž Ž œ Ÿ Š Ž Œ š Œ 0 5 ƒ ˆ 3 0 µ ž º ¹ Ÿ Ä J Ò É ³ ³ ª J Ä K A > : ä ; B ¼ < ; L = A = 3 4 œ š? Ô M P L A > Ä : > Á ; < Q = J å æ» å Å Ž à Ž Ž ¹ Œ š ± ¹ Ÿ Œ Ž ³ 0 Œ Œ 2 1 š ³ œ š µ ƒ 0 ƒ " š Ž š Ž Š Œ Ž Œ š Ž 4 ± ± š Ž Ž œ ç 4 ¹ Ž Ž à Ž Ž Œ Œ Œ ¹ Ÿ Ž ³ ù Ž ³ 5 4 ± ± ± Œ ² ƒ ƒ " 7 š ± Ž Ž Š Œ Ž Œ Ž 7 Ž š Ž 7 ž Œ 4 ² ú Ž à Ž Ž ¹ Ÿ Œ Œ Œ Œ Ž ³ 0 Œ Œ 2 ± ³ ¾
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