Luận văn thạc sĩ Nâng cao sự hài lòng của khách hàng doanh nghiệp đối với dịch vụ thanh toán quốc tế tại Ngân hàng TMCP Sài Gòn Thương tín - Chi nhánh Trần Hưng Đạo



 !∀
#∃%&∋(
)∃∃∗
+, ∃−+
#%(.
/
∋01%2
345674/89:;<:


 !∀
#∃%&∋(
)∃∃∗
+, ∃−+
#%(.
/
0123445640 76890:40/5;40645
<=> 7?≅ΑΒ≅Χ≅∆
∋ΕΦ%Γ
,Η∃7
%%Ι
ϑ0:840/ΚΛΧ≅∆Χ
 

 !∀#∃%&∋()∗+,−.(
/+0&12345∃246778+ 9
):∗;∗;∃<=/>?;
(∃≅∀2∃ΑΒ2∃7∃>2Χ
2;∆%#∃Ε45∃+Φ23Γ<2∃ΑΒ<+Η+ΦΓ

&ΓΙϑ23;
)/(∋8<ΚΛΜΚΒΝΚΜΝ
Ε
:ΟΠΘ/Ρ∋Σ)/ΤΥ:
 
 !∀#
∃%&∋()∗+,−.∋/+012#33∀)4
5−2 6∋78∋∀9)∋:
;/−6∋−/7−<=>2?≅/ !Α∋+036)6#
.∋</+2<2/12#Β63∀)4
>0Χ9(∆/8 Α3∀
)4 !6#&∋(.∋/03∀)4







 !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!∀
∀!#∃%&∋()∗!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!∀
+!,−./∋0∋01−2∋34/∗!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!∀
5!6−∃78∋0%9:1;<%−∋01−2∋34/∗!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!+
=!17>∋0:1?:∋01−2∋34/∗!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!+
≅!Α∋01ΒΧ∃1∆3∃−Ε∋3ΦΧ()∃9−∋01−2∋34/∗!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!+
Γ!ΗΙ∃3&/ϑ/Κ∋%Λ∋∗!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!+
Μ∀∗ΝΑΟΠΘΡΝΣΡΤΥΗςΡ
!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!5
∀!∀!>ΩΞϑΨϑ/Κ∋%)Θ!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!5
∀!∀!∀!Η1?−∋−Ζ<.[31%∴.[31%∴∋0]∋19∋0%9.[31%∴Θ!!!!!!!!!!!!!!!!!!!!!!!!5

∀!∀!∀!∀!Η1?−∋−Ζ<.[31%∴!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!5
∀!∀!∀!+!Η1?−∋−Ζ<.[31%∴∋0]∋19∋0!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!5
∀!∀!∀!5![31%∴∃1Χ∋1∃⊥?∋_/63∃Ι∃;−3?3!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!=
∀!∀!+!Χ−∃α3ΦΧ(6−%β−.[31%∴Θ!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!χ
∀!∀!5!Χ−∃α3ΦΧ.[31%∴Θ(6−%β−!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!χ
∀!∀!=!Ζ∃16∋031δ∃−2/(?∋10−?1−Ζ/_/ε.[31%∴Θ!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!∀φ
∀!∀!=!∀!?331δ∃−2/0−?∋∃−Ι:∗!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!∀φ
∀!∀!=!+!?331δ∃−2/∃∆3∃−Ι:∗!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!∀φ
∀!+!>ΩΞϑΨϑ/Κ∋%)Ω∆19−ϑα∋03ΦΧγ1?3119∋0!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!∀+
∀!+!∀!Ν∆19−ϑα∋03ΦΧγ1?3119∋0%93?3∋1]∋∃6_/ηΙ∃([∋1Ω∆19−ϑα∋0!!!!!!!∀+
∀!+!∀!∀!Η1?−∋−Ζ<!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!∀+
∀!+!∀!+!?3∋1]∋∃6_/ηΙ∃([∋1Ω∆19−ϑα∋03ΦΧγ1?3119∋0∗!!!!!!!!!!!!!!!!!!!!!!∀+
∀!+!+!ι1ϕ∋1∋01−2∋34/Ω∆19−ϑα∋03ΦΧγ1?3119∋0!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!∀Γ
∀!+!+!∀!ι1ϕ∋131&∃ϑ78∋0.[31%∴ΝκΘ!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!∀Γ
∀!+!+!+!ι1ϕ∋131δΩ619−ϑα∋03ΦΧγ1?3119∋0!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!∀χ
∀!+!+!5!ι1ϕ∋1∋01−2∋34/31&∃ϑ78∋0.[31%∴Νκκλ!!!!!!!!!!!!!!!!!!!!+=
∀!5!Ν∆3µ∋∃1−Ι∃:1ε−∋]∋03Χ⊥Ω∆19−ϑα∋03ΦΧγ1?3119∋0(6−%β−.[31%∴∋0]∋
19∋0∋ν−31/∋0%9.[31%∴Θ∋ν−−2∋0!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!+≅
ΗΟΜ∀!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!+ο
Μ+∗ΣπθΘΡΝΣΡΤΥΗς
ΡρπΝΗσςΜπ!!!!!+χ
+!∀!τ∋0_/Χ∋%)ΝΧ3⊥<υΧ∋γσ1−∋1?∋17∋0;⊥!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!+χ
+!∀!∀!Θ/?∃ϕ∋11ϕ∋1∃19∋1%9:1?∃∃−ϖ∋!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!+χ
+!∀!+!>3&/∃τ3143!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!+ω
+!∀!5!Νε∋:1ξ<.[31%∴ΝΧ3⊥<υΧ∋γ!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!5∀
+!∀!5!∀!0]∋19∋0(−Ζ∋∃ψ!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!5∀
+!∀!5!+!Νε∋:1ξ<∃1ζ!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!5∀
+!∀!5!5!Νε∋:1ξ<.[31%∴γ1?3119∋03?∋1]∋!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!5∀
+!∀!5!=!Νε∋:1ξ<.[31%∴γ1?3119∋0.⊥Χ∋1∋01−Ζ:!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!5∀
+!∀!=!ϕ∋11ϕ∋11⊥;∃(,∋0_/Χ3?3∋Λ<!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!5+

+!∀!=!∀!/η(,∋0%6∋∗!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!5+
+!∀!=!+!1⊥%Χη∗!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!55
+!∀!=!5!1/.[31%∴!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!5≅
+!+!1∆3∃;∋0.[31%∴Θ3ΦΧΝΧ3⊥<υΧ∋γσ1−∋1?∋17∋0;⊥!!!!!!!!!!!!!5Γ
+!+!∀!ι1ϕ∋11⊥;∃(,∋0Θ!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!5Γ
+!+!+!?∋10−?γΙ∃_/ε1⊥;∃(,∋0Θ!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!5ο
+!+!+!∀!τ∋0.⊥Χ∋1Ω6Θ!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!5ω
+!+!+!+!⊥Χ∋1Ω6∋1Κ:γ1ξ/σ{/&∃γ1ξ/!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!=φ
+!+!+!5!⊥Χ∋1Ω6∃1|⊥3?3ϑ⊥;−1ϕ∋1Θ!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!=∀
+!+!+!=!⊥Χ∋1Ω631/ηϖ∋∃−)∋}∼{/&∃γ1ξ/σ∋1Κ:γ1ξ/!!!!!!!!!!!!!!!!!!!!!=+
+!+!+!≅!⊥Χ∋1Ω6∋1∃1/{/&∃γ1ξ/σ∋1Κ:γ1ξ/!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!=+
+!+!+!Γ!⊥Χ∋1Ω6{/&∃γ1ξ/σ∋1Κ:γ1ξ/!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!=5
+!+!+!ο!⊥Χ∋1Ω6ΘΓ∃1?∋0∋Λ<+φ∀+!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!=5
+!5!01−2∋34/Ω∆19−ϑα∋03ΦΧγ1?3119∋0.⊥Χ∋1∋01−Ζ:(6−%β−.[31%∴Θ∃;−
ΝΧ3⊥<υΧ∋γσ1−∋1?∋17∋0;⊥!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!=≅
+!5!∀!ι1ϕ∋1∋01−2∋34/!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!=≅
+!5!+!1−Ι∃γΙ∋01−2∋34/!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!=≅
+!5!+!∀!/∋01−2∋34/!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!=≅
+!5!+!+!1Χ∋0(⊥!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!=Γ
+!5!+!5!Θ/η∃ϕ∋1γ1ε⊥Ω?∃!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!=ο
+!5!+!=!ψϑΨ.ϑ−Ζ/!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!=ο
+!5!5!ΗΙ∃_/ε∋01−2∋34/!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!=ο
+!5!5!∀!16∋0γ2<ι∃ε!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!=ο
+!5!5!+!?∋10−?∃1Χ∋0(⊥31&∃ϑ78∋0.[31%∴∗!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!≅5
+!5!5!5!Η−ϖ<([∋1⊥∋υΧ31ϑ:1Χ!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!Γφ
+!5!5!=!Η−ϖ<([∋1(,:118:3ΦΧ<ι1ϕ∋1!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!Γ∀
ΗΟΜ+!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!Γ=
Μ5∗ςΝΣΡΤΥΗςΡ
ρθΘπΝΗσς
Μπ!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!Γ≅

5!∀![∋117β∋0:1?∃∃−ϖ∋.[31%∴Θ!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!Γ≅
5!+!−ε−:1?:∋]∋03Χ⊥Ω∆19−ϑα∋03ΦΧγ1?3119∋0∃<ι1ϕ∋1∋01−2∋34/!!!!!!Γ≅
5!+!∀!1]∋∃6−?3ε!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!ΓΓ
5!+!+!1]∋∃6Ν∆∃−∋3Κη!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!Γχ
5!+!5!1]∋∃6Ν∆(?:4∋0!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!οφ
5!5!,∃Ω60−ε−:1?:γ1?3!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!ο+
5!5!∀!]∋03Χ⊥31&∃ϑ78∋0.[31%∴!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!ο+
5!5!+!]η.∆∋0<ι−∃7∋0ϑ9<%−Ζ331/η2∋∋01−Ζ:∃1]∋∃1−Ζ∋!!!!!!!!!!!!!!!!!!!!ο5
5!5!5!]∋03Χ⊥%[∃1Ι3;∋1∃Χ∋1!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!ο=
5!5!=!ξη<;∋11⊥;∃(,∋0<Χγ|∃−∋0!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!ο≅
5!=!Η−Ι∋∋01[(6−%β−,−ΝΞ!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!οΓ
5!≅!Η−Ι∋∋01[(6−%β−0]∋19∋0∋19∋7β3%931∋1:1Φ!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!οο
ΗΟΜ5!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!οχ
ΗΟ!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!οω
ΡρΗ
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  !! ∀#∀ !∃%&!∋(
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()
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Ιϑ!≅Α(Κ+!)ϑ/2Ο!5/Ν!ΦΛΜΝ!
Ιϑ!≅Α∗Κ+Θ/!Ο!5/Ν!ΦΛΜΝ!
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Ιϑ!≅Α4%ΘΤ8:891:%%∋%
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ΙΞΨ!Α1!)≅ς !Ζ∆
ΙΞ?5!!Α1!)≅ς !Ζ∆

ΙΞ∃%8671) !Ζ∆
ΙΞ(?5!867 !Ζ∆
ΙΞ∗%/!891: !Ζ∆
ΙΞ−Κ+%%∋%+∆ΕΦ6ΓΗ+
ΙΞ4Κ+%%∋%−/Ζ∆[
ΙΞΥ%ΘΤ8:891:%%∋%
ΙΞΩΧ≅ς+89%%∋%
ΙΞ[Ρ+Η%%∋%Τ8:
ΙΞ673+89
ΙΞΧ≅ς/Β/ϑ12891:%%∋%
ΙΞ∃/&Λ3/Ο+)/&+0/ !Ξ∀>∴
ΙΞ(/&Λ3/Ο+)/&+0/ !Ξ∀>∴Ε]Ε0
ΙΞ∗/&Λ3/Ο+)/&+0/ !Ξ∀>∴∃Ε]Ε0
ΙΞ−/&Λ3/Ο+)/&+0/ !Ξ∀>∴(Ε]Ε0
ΙΞ4/&Λ3/Ο+)/&+0/ !Ξ∀>∴∗Ε]Ε0
ΙΞΥ,0/ !Ξ,⊥1ϑ∆≅9Ι&/Π//!Η)∀>∴∗
ΙΞΩ,0/ !Ξ;Φ !&Π_Ψ⊥<1+ΠΠ/
ΙΞ∃%α∆/Ξ/Μ∴βΞ
ΙΞ∃%α∆/Ξ/Μ∴χ/Λ)
ΙΞ∃∃%α∆/Ξ/Μ∴χ≅ΜΧ
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


 !∀#∃%∃&∋()∗%!
∀#∃#+%!∀#∃
,∃%−(.#/01(∋∋2%345%6!7&
#∋2%3)∗8#∋∃#,!9#+∋##:;
7<%(=>%? 3!9≅!∃4
!≅Α4∃(1Β∋>;Χ ∆∆∆∆

Ε∃!∋&7531∃≅#
∆.?>!7#%ΦΓ
Η:∋>%!9∆−Γ%∋#98#
!3∋+&Χ∋)∋%Χ#!Β3(
1ΙΧΒΒϑ≅#Γ∆
−#6ΚΓ#93∋+≅!4(&%45
%6!7&∃Λ#1ΜΝ!ΟΠ∃95ΘΒ
!Ι#!Ρ?%4∃≅!?
!∋)∋+Σ4645%6Κ∀Φϑ4&
!7&%∋>!Β<ΑΤ.3∋+
≅!4(&%45%6!7&∃
ΕΥΝςΛ+Ε∀ΜΝ!ΟΠ∃Ω9∋#ΚΡ∆

ΠΚΡ>3(%4Α
• Π5∋>!&∋Θ3∋+≅!4(
&%45%6!7&%Β!3∃Λ#1ΜΝ
!ΟΠ∃∆
• Ξ3%7ΒΚΡ%;ΧΒ!Ι#
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3∋+≅!4(&%45%6!7&∆
 !∀#∃%&
Λ3∋+≅!4(%Σ4645%6
!7&∃Λ#1ΜΝ!ΟΠ∃∆
∋(!)∃∗∃
Ζς∀!&∋(Α∋%ϑΣ46∀!
&∋(∋Α3%!∆
• Ε3Α[%Χ!∃7450∃)
%%1Β[Β!∆
• Ε!Α∴%!7(∃∆.&∋(
+>]!1!∃88%]!ΚΡ∋Κ

7>3(∆
Ζς∀!;Σ∋⊥&∋(Α∀!&Κ%Σ46##
ΛςΛΛ∆_9&∋(≅1ΒΒ!∆
+,−./01.#
ΠΚΡ;!5!&ΒΦ3∋+≅!
4(&%45%6!7&∃Λ#1ΜΝ!
ΟΠ∃∆Ε]ΗΒ!>Ι#Β(45%6
!7&∋#!∋)Β#Χ∋+45%
Κ∀Φϑ4&!7&%∋>∆
234567
α%ϑ>∋#β∀%4Α
• Ν∀ΑΝ∀Φ∋⊥∋%ΕΕχΕ%3∋+≅!∆
• Ν∀ΨΑΕ3∃45%6ΕΕχΕ%3∋+≅!4
(∃Λ#1ΜΝ!ΟΠ∃∆
• Ν∀βΑδΒ!3∋+≅!4(&
%45%6!7&∃Λ#1ΜΝ!ΟΠ∃∆
β
89:;<8;=,>?≅ΑΑΒΑ?Χ=∆
9ΧΕ<8ΦΓ39Η899Χ<
8)Ιϑ5Κ56ΑΑΒΑ
3∗Λ&ΜΝΟΜΝΠ##ΜΝΑΑΒΑ

Ξ5%6∋#7!Γ∃1,#!&)(
Β7!#&7(ΘΧ%!0Β≅
!#)3∴7Φ∆ΛΒ #≅45%69
∃#%0%>7!∃#%≅Β #%Χ∆
Ξ5%6∋%7Γ%∃/1ΒΧ∋#Β
 #/∋Κ7∀!7!ΓΒ;Χ/Θ>
;8##1≅Β #/%!Κ %9#!Χ
∋>∀∆

ΕΚ!45%6∋%)Γ#∋∃=!5
[##≅5Θ∆

.∋#4∃4(445%6(≅
!>;ε#45%6∆Ο∃)3
∃Β #69%%(!Ρ!≅45%6%
(%%&%!∆∆∆!!∃!Β
 #45%6∆
Ν69∀45%6>9∋!(%6%%&
(!∆∆∆#Χ!!Ρ
4∋Θ∃&ΧΒ∆∆∆%Κ∋(
∋Χφ!)745%6Χ∆Ε;!9
∃!!9(>#Κ5
γ
45%6#1!%ϑ#Γ45%6!η
8!∋∃%η8Γ!9≅∆Ν!45%6
∴1(1,#Α45%6ι4∃&9
&%Χ!7&∆∆∆%45%6!7&
%+7<∃≅∆
 !
Ε!7&∋%(3(!2%6Β%7Φ∋>
%(!Κ∀Φ!∃%!Θ
!%Θ!!#7&%Θ
7&)77(!≅!∋Κ7∆
Ε8!7%!%3∃!.ΟΕΥΕΕχΕ>
∋2%3Α!∃∀ϕ!#45κ%
!∃∀ϕ!#45κ∆
ΖΕ!∃∀Α∋%(3(!Κ∀Φ
 %Ρ!45%6∀#∃8!Β5
Θ7&∆Ν∀Φ9!1Κ#1!%!∋>

,∃∀∆
ΖΕ!∃∀Α∋%(3(!)∋Κ7
;Χ λΡ∋45%6
2∋!!∃)#∀#∃ΑΒ!
≅!∀7∃Φ!∋∃ϑΦ≅!
!Θ%!/!,71>Χ≅!
Θ!Θ!,>Χ≅Θ
](Θ9µ
Ν!∀ΡΕΕχΕ(Α
(!)ΘΡΣΤΥ&.Υς
∀
• Ν9∋∀Ρ!#!≅
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ϕ<∋Θ9κΚ9#&Χ
5Θ6ΦΦ#59#Χ5∆
• ς∀Ρ9!46Β!#45∋ν#
45∆
#∃%&∋∀
• Ν9ΒΑ∋ΓΡΘ 9ΒΘ
;Χ >∆
• Ν9ΒΑ∋ΓΡΘ 9Β
Θ;Χ Θ;Χ ∆
∃(%&∋∀
• Ν91ΙϕΥ∋ο8ΜΥπΕκΑ∋ΓΡ9
∋(!≅9>9(4
#1Ρ#Φ!71(∆
• Ν91Ι(ϕΕ8∋8ο8ΜΕπΕκΑ∋ΓΡ9
∋(!≅9>9(
4#1Ρ(#Φ!)
7Ε8∋8;∆

• Ν91Ι(&ΛθρσΕΑ∋ΓΡ9∀3
ΕπΕ∋(&&#∃>%%(&∆Ο(
9∃>3%!.ΟΕΥ−(.#%
≅Σ46ΓΡ97#∃ΛθρσΕ∆
(!)ΙΩΣΞ∃Υ.Ψς
ς∀Ρ∴∋∀Ρ!Θ;Χ 
Γ>Β1Κ %#&∴
84τ∆−(!!Β>>3(85υ[
∆
(!).Ψ∗ΖΣ8Ψ55ΥΨΨ[∃.Θ&Υς
∀
ϖ
• .Θ∋∀Ρ!Θ;Χ 
2%60Ρ45%6≅!
6%6#Γ]Θ 43Κ∀Φ&
%Ρ]4Θ;Χ ∋∆
• ΝΡ]1,#Α
 ΝΡ]ϕο∋4#8κΑ&υε0
!∀(∀3!>Σ46%(Β!
∆
 ΝΡ]∀#∃ϕ##8∋4#8κΑ∀Ρ]%
Β!Ρ]%7Φ0Ρ]∀301Χ
ΡΡ]!#ω)Β∋!Ρ]∆
)∗+∀
.Θ,#ξΨ∋∃Α
• .Θ&∀ϕΝ∋8∋∋8κΑ∋∀ΡΘ
Θ;Χ ≅!ΦΘ ϑΡ
%&4#Γ∋+Ρ]ΓΦψΘ
 )Φ∆
• .Θζ#Ρ]ϕΞ#8∋∋8κΑ∋∀ΡΘ#

Θ;Χ 2%6
Ρ45%6≅!6%6#ΓΦ
Θ )∗ϑΡ%&#+ϑΡ%1
Ρ]Φζ#8%(Θ 
!0ΧΒΓ#1Ρ]Θ
 ∆
Π(1Ρ]Α
• Π(ΞπςϕΞ#8ς#8κΑΡ]>
!
• Π(Ξπ{ϕΞ#8{88κΑΡ]Χ
|
• Π(Ξπ}ΕϕΞ#8}8Ε8#κΑΡ]Χ
!(!∆
(!).Ψ∴6Σ8.Ι..ΙΨ&ΥΙ]8Γ⊥ς
ς∀ΡΡ]Ν{Ξ∋∀Ρ!#
Θ Κ∀Φ>,#1!Κ1Κ;Χ
 #Φ#Γ#Β!9!Θ;Χ 
Θ;Χ ;ΧΓ≅Ρ]8?[∆
(!).Ψ∗_Ν∴Σ⊥Ψ&Υ.Θ8Υς
ς∀Ρ46Ρ]∋#3[##
ϕ#Φ46κ!Ρ≅!ϕΘ
;#Φ46κ#ε!Β0Χ
Κ≅ΘΦ∋>(7546
ϕαπΝκ>3(?%≅∆
,−.#//010/2#345∀
Ε46∋%ϑ1Β!∋⊥#8Κ≅
Θ ϕΘ;#Φ46κΡ#ΒΘ
;Χ ϕΘΦ∋>κ#&Χ5#ΘΧ5
%(Θ;ΧΓ1Ρ]η>%Β7
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4∗,−∀
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• Ε46)9≅%)>+ϕρ8%1∋8
∼88απΝκ
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?.α1.9Α βΜΝΑΑΒΑ
Ε∀#∃7&)Β∋?!1Κ;Χ λ
9!3#ΘΒ)7.ΟΕΥ%
#∃∋!%(&∃∋⊥:∆#0
!3(45%6!7&!Φ&
!1Κ#1!∆
−%+!!!8
Κ≅!1Β%(7∋>≅!%Χ4ν!
1(!(%6ΕΕχΕΙ#∃≅∃3
Φ!7(45#1!%∆Υ0!
7!Γ3(ΕΕχΕ!)≅ϑ∋3%%&Η
3>≅∆
.Γ∋ΘΧΒ!∋∃Γ45%6
%Ι#=>!3(∃∀#∃7&∆
Ε!!Η>3()7%%+≅
ΕΕχΕ∋Χ;?!∋&∋(Β#1Β

%(7Β!1Κ#∃;Χ ,Θ>
!4(∃Β;Χ4;Χ ∆
?.α1.ΜΝΑΑΒΑ β9Α
Ξ5%6ΕΕχΕ#%+Ρ7<&%∃
8#∋∃,!9)%&∋>#Β%φ<∆
ΕΕχΕ)∗∋#45%6!?#+∋#
)94∃41∴%=>!
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∃4!≅∆
0,645%6ΕΕχΕ∋#∀Ρ4∃!
Β #45%6≅#ΓΙ#?Κ#!Κ∀Φ#Φ
7#)∃%ϑΧ∋>45%6∃#!
ϑΡ∃5%ΚΘ7&∆
(745%6ΕΕχΕ∋##:;7<%(&%
? 3!9%#Φ!∃4!≅
Α∃46;Χ ∃4∃((%6
1Β∋∃∀>∀#∃%!∃
7&!∆
(8745%6ΕΕχΕ∋#ϑΘ,%&01(∋%&
1Ι∃(∋#ϑΒ∆3((%6
ΕΕχΕ9>,%&∃(∃#Θ=≅!
4(7(ΕΕχΕ%4ΓΡ!Β⊥7
Θ!∆
(,745%6ΕΕχΕ∋&? (∃
)(93((%65Θ%;!Ι#∃
≅#Φ7#)%#∃∋∆
(9745%6ΕΕχΕ∋#ϑΘ#&7(&∃≅
ϑΘΒϑ∃≅≅#ΓΚ
Θ7&Κ∀Φ!>,>≅!
%,%&Κ5Θ7&9!Ρ%%&≅

∆
(:7)7Χ45%6ΕΕχΕ!
#ΒΑ9!απΝ1Β∋µ91η:
!≅%∃∋>4∆ς45%6
ΕΕχΕΧΚ4%∋>≅∆
4;745%6ΕΕχΕ?∃%>[∃#
ξ
%7&+%(&7&∆
∋9Λ χ∗∗ΛδεΜΝΑΑΒΑ
Ο(&∗Κ!!(7Β45%6ΕΕχΕ≅.ΟΕΥ1,#!
∗Κ!ϕ∗Κ+1 κ%∗Κ3∆
<4=>?∀
• ΕϑΘ%=>∃4(∆Π&%∗Κ
#&7(∋>4&ΕΕχΕ%4&
4∃(≅.ΟΕΥ∆
• ΕϑΘ%=>∃>;Χ ∆Π&%∗Κ
λ#&7(∋>4&ΕΕχΕ%4
&>;Χ ≅.ΟΕΥ∆
• ΕϑΘ=>!45%6!ϕΧ&1Β
∋∆∆∆κ∆Π&%∗Κλ#&7(∋>
4&ΕΕχΕ%4&Χ&4&1Β∋∆
• ΕϑΘ%=>∃46∆Π&%∗Κ
#&7(∋>4&ΕΕχΕ%4>461Γ
7∆
• ΕϑΘ,%&ϕ01(∋%&∃(κ∆Π&%∗Κ
#&7(∋>4&ΕΕχΕ%&4Φ∃
(∃∆
• ΕϑΘ%≅&≅%7&∆Ν∗Κ
>9(1ΦΡ1;∃!ΒΦ4!∴Ρ
7&;∃0∆

<4=>0≅?∀
φ&χΘΛ 
• Ξ]∃ΕΕχΕ
• α>]∃ΕΕχΕ

• Λ&%6∃4∋=
φ&χ!) 
• Εφ&Α∋>ΕΕχΕπ4ΕΕχΕ
• Εφ&ΑΕΕχΕπ4ΕΕχΕ
• Εφ&Α∋>ΕΕχΕπ∋4
• Εφ&Α4ΕΕΕχπ∴445%6
• Εφ&Α∋>ΕΕχΕπ%&3
• Εφ&Α∋>ΕΕχΕπ∴Β
• Εφ&Α4ΕΕχΕπ%&3
• Εφ&Α4ΕΕχΕπ∴Β
• Εφ&Α∋>ΕΕχΕϑΚ#π)(#
• Εφ&Α∋>ΕΕχΕπ∴&%ΚΕΕχΕ
• Εφ&Α4ΕΕχΕπ∴&%ΚΕΕχΕ
• Εφ&Α&%6∃π∴&#ΕΕχΕ
Π9#?⊥∋!!Β9≅⊥
2%4≅]∗Κ∆Π,Θ!∗Κ9
8∀!∋Α84Θ%
!%!.ΟΕΥ!η09#∆
.λ%(!&Β
Φ45%6ΕΕχΕ1,#Α
Π γ∗δ.
• Υ)ΘΑ&ϑΦ3∋∃∋Κ≅
5Θ%5Θ7&∆
• Υ)Θ5Α∴51∃≅1&;)!
)µ

• Υ)Θ!∋⊥Α∋!7&%7!7&∆∆∆
Π 1δ.
Ψ
• χ#)∃≅∆
• Ν∋>4≅∆
• .&Θ01(∋λ%ΚΕΕχΕ∆
• .Β)()∆
• Ν!!∆
• δ!5&∆
• Ν!45%6=>!∆∆∆
8)Ιϑ5Κ56Ι/#5α1.γ∗#
=/#5α1.γ∗##∗Π δΘ4ΜΙ/#5α

Ε8 ς∋ ∋8 3[ #Μ  ∋+≅  ! ϕ#8
οκ∋#Ρ≅∃!Β#!≅#Θ1:,]%(
!7Β>]%(Κ4ηΒ #45%6%υ%<≅
∆ΥΡ∋+63!1(7Β>%υ%<Α
• 7Β3Χ∀υ%<Γ!)∋+∆
• 7Β3∀;Ρ%υ%<Γ!Η∋+∆
• 7Β3∀υ%<Γ!Χ∋+∆
υ%<≅!>Γ](##:#]1∃
1ζ,(%])≅Θ1!%&≅∃∆
4%Α:≅∗ΒΧ∆∀
85!∀ΜΝ
ΝΧ∋>45%6!52!η%&
>ΚΡ%#)ΘΚΡ∆−(Γ#9Χ∋>45%6∋∀
Φ%(3(!1(!Β(Χ∋>45%6≅∆−Γ
%%(52Χ∋>45%6)∗7<%(;43
#6Κ!9#+5!>#∃≅
#Γ#!&Χ∆ΝΧ∋>45%61,#09#Α

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−,Ε0Φ∀
Π&%!45%6Χ∋>∋45%69(>%>
Τ%(Ω≅#Γ%!Β #!∆Ε%>%(∋#
Χ∋>45%6Φ#∃∃≅!Χ45%6∆
Λ3!!%%>≅Χ∋>45%65ΒΦΧ∋1Φ3
Β#]ΘΣ4645%6∆χ(⊥2Χ∋&%
%(!!Χ∋>45%6]!!∃#8
%ΚΡ3∋+≅!∆
−ΑΓ0,Χ:Η?Ι∀
ΝΧ∋>45%6∋∴9#0&∋τΧ%?Χ
Β #45%6∃Κ0≅Β #45%6∆−Γ%
45%6Β #Χ∋>Η#ΡΤ0%>Ω
∀%45%6ΧΧ∆Λ31(:∋%%(;!5!
%>Γ%)Γ≅Β #45%6∆ΝΘ0
#!91Χ∋>45%6≅!
%!&≅∃∆ΕΚ3Χ;!5!0
&∋τ≅45%6#!≅%;!∆−Γ%!0)
!5(&#∗#∀&?%(1Χ∋>
45%6Θ>694ω4∀∆
−(∀
ΝΧ∋>45%6:∋%7!Γ3(945%6
!∆Ξ%(945%6!6%6%!Ρ
45%6Η75Χ∋>45%6&;Χ∆Π∋&1Κ6
%319(≅Χ45%6∆Ν%Γ9Χ
∋>45%6Χ45%6ΚΒ1Β(&∃
9∃#∃∋4≅#Γ∃Χ45%6
!∆
−ϑΚΛ∀
γ

Ξ5%6>∃Ι#!Ρ!∆ΞΧ∋>
45%6ΧΒ[#!%∋ΧΚ≅!
∋#ϑΡ9Β(Χ∋>45%6∆.!Β#Χ45%6
)9!Ρ>≅#ΓΓ<Η)∋+%Χ∋>
45%6#<>∆Ε#)Θ4(∃Γ09#
ΦΚ7<∀1Θ%Γ!Χ45%6Β∋)
!%&:#Γ9!Ρ!∆ΛΗ
∋%)%)Χ∋>Χ!45%6#!!!
∋)!5∆
εΚ∀4(6%6!Τ[#Ω1
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]:#1:≅!9
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