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8/14/2019 A Study on Employee Job Satisfaction In Call Centres with reference to Bangalore
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IB\PGL^F\IGB
\mn fdjj fnb|pn ibl~v|py ib Iblid pnanpv |g |mn vnpqifnv
g~|vg~pfibh ibl~v|py fd|npibh |g odibjy xnv|npb gsnpd|igbv ga
OBFv"
\mn vnf|gp xi|bnvvnl fgbvilnpd`jn df|iqi|y l~pibh 033>/
31* ibfj~libh d pdosibh ~s ga gsnpd|igbv `y odegp Iblidbv dbl
OBF sjdynpv dbl v|nssnl ~s mipibh"
D jndlibh ^K/@dvnl pnvndpfm dhnbfy iblifd|nv |md| 18/80.
ga fgv|v |g fdjj fnb|pnv gsnpd|ibh ib |mn ^V'^K dpn lipnf|jy
jibknl |g odb sgxnp fgv|v" Iblid gb |mn g|mnp mdbl vsnblv gbjy
66/
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liv|pi`~|igb vyv|no" \miv iv fjgvn* `~| i| iv pndjjy o~fm ogpn
|mdb |md|" Fdjj fnb|pnv fdb `n dby ga |mn agjjgxibh*M~hn
|njnodpkn|ibh fnb|pnv*A~bl/pdivibh dbl fgjjnf|igbv
gphdbiud|igbv* Mnjs lnvkv* `g|m ib|npbdj dbl
n}|npbdj*G~|vg~pfnpv -`n||np kbgxb dv vnpqifn `~pnd~v) |md|
~vn |mnip jdphn fdsdfi|y |g vnpqn jg|v ga fgosdbinv*Pnvnpqd|igb
fnb|pnv agp dipjibnv dbl mg|njv*Fd|djgh~n pn|dijnpv*"N/|dijibh"
fnb|pnv dbl n/fgoonpfn |pdbvdf|igb fnb|pnv |md| lgb(| mdbljn
fdjjv vg o~fm dv d~|god|nl f~v|gonp ib|npdf|igbv
Fdjj fnb|pnv dpn hnbnpdjjy vn| ~s dv jdphn pggov* xi|m
xgpkv|d|igbv |md| ibfj~ln d fgos~|np* d |njnsmgbn vn| -gp
mndlvn|) mggknl ib|g d jdphn |njnfgo vxi|fm dbl gbn gp ogpn
v~snpqivgp v|d|igbv" I| ody v|dbl `y i|vnja* gp `n jibknl xi|m
g|mnp fnb|pnv" I| ody djvg `n jibknl |g d fgpsgpd|n ld|d
bn|xgpk* ibfj~libh odibapdonv* oifpgfgos~|npv dbl JDBv"
Ibfpndvibhjy* |mn qgifn dbl ld|d sd|mxdyv ib|g |mn fnb|pn dpn
jibknl |mpg~hm d vn| ga bnx |nfmbgjghinv fdjjnl F\I* gp
Fgos~|np \njnsmgby Ib|nhpd|igb"
Ib g|mnp xgplv d fdjj fnb|pn iv d ~bi| |md| mdv dlnt~d|n|njnfgo adfiji|inv* |pdibnl fgbv~j|db|v* dffnvv |g xgpjlxiln
ld|d`dvnv dbl mnjsv |g spgqiln ibagpod|igb v~ssgp| |g
f~v|gonp" \ysifdjjy d f~v|gonp fdjjv d b~o`np* xmifm iv |gjj apnn
dbl iv dvviv|nl `y |mn fgbv~j|db|" \mn gsnpd|gp fdb dffnvv |mn
ld|d`dvnv dbl hiqnv |mn pnvsgbvn" \miv iv d qnpy ~vna~j and|~pn
ib dipjibn pnvnpqd|igbv* mg|nj pnvnpqd|igbv* `dbkibh vnpqifnv*
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|nfmbgjghy vgj~|igbv* n|f" \mn dpndv* xmifm dpn dllpnvvnl `y
fdjj fnb|pnv* ibfj~ln vdjnv v~ssgp|* dipjibn'mg|nj pnvnpqd|igbv*
|nfmbifdj t~npinv* `dbk dffg~b|v* fjinb| vnpqifnv* pnfniqd`jnv*
|njn/odpkn|ibh* odpkn| pnvndpfm* n|f"
\mn dlqdbfnv odln ib |njnfgo nbv~pn |md| |mn snpvgb
xmg iv mdbljibh |mn fdjj fdb `n dbyxmnpn* spgqilnl |md|
fgoo~bifd|igb dbl ib|npdf|igb lionbvigbv dpn mdbljnl
spgsnpjy" D| |ionv* fdjj fnb|pnv dpn vn| ~s agp ib|npbdj ~vn djvg*
nvsnfidjjy ib fgbhjgonpd|nv xmnpn |mn lnodbl ga ib|npbdj
f~v|gonpv iv qnpy jdphn"
\mn @dfkhpg~bl
Fdjj fnb|pnv xnpn aipv| pnfghbiunl dv v~fm ib |mnip jdphnv|
ibfdpbd|igbv5 dipjibn pnvnpqd|igb fnb|pnv* fd|djgh~n gplnpibh
fgosdbinv* fgbv~onp/gpinb|nl spg`jno vgjqnpv" ^b|ij |mn ndpjy
4993v* gbjy |mn jdphnv| fnb|pnv dfpgvv |mn hjg`n fg~jl daagpl
|mn ibqnv|onb| ib |nfmbgjghy |md| djjgxnl |mno |g mdbljn m~hn
qgj~onv" Ogpn pnfnb|jy* xi|m |mn lnqnjgsonb| ga JDB/`dvnl
vxi|fmnv* ib|npbn|/`dvnl |pdbvdf|igb spgfnvvibh* fjinb|'vnpqnp
vga|xdpn vyv|nov* dbl gsnb smgbn vyv|nov* dby fdjj fnb|pn fdb
mdqn db dlqdbfnl fdjj mdbljibh dbl f~v|gonp odbdhnonb|
vyv|no* nqnb lgxb |g |nb dhnb|v gp jnvv"
Dv fgosdbinv mdqn jndpbnl |md| vnpqifn iv |mn kny |g
d||pdf|ibh dbl odib|dibibh f~v|gonpv -dbl mnbfn* pnqnb~n)*
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|mn fgoogb snpfns|igb ga |mn fdjj fnb|pn mdv fmdbhnl" Ib vgon
ibl~v|pinv -fd|djgh~n pn|dijibh* aibdbfidj vnpqifnv* mgvsi|dji|y) d
fdjj fnb|pn iv |mn liaanpnbfn `n|xnnb `nibh ib `~vibnvv dbl bg|
`nibh ib `~vibnvv" Ib g|mnp ibl~v|pinv -fd`jn |njnqivigb* ~|iji|inv)
fdjj fnb|pnv mdqn `nnb |mn fnb|pnsinfn ga fgpsgpd|n d||nos|v |g
t~ifkjy gqnpmd~j vnpqifn dbl iospgqn |mnip iodhn" I|(v d
v|pd|nhif dvvn| |md| fgosdbinv fdb ~vn |g iospgqn |mnip
f~v|gonp pnjd|igbvmisv* dbl ogpn iosgp|db|jy* |g jndpb ogpn
d`g~| |mnip f~v|gonpv* dbl |mnpnagpn vnpqn |mno `n||np" \miv
iospgqnv |mn `g||go jibn" Fdjj fnb|pnv mdqn nqgjqnl apgo fgv|
fnb|pnv |g spgai| fnb|pnv"
Gpihibv ga |mn Fdjj Fnb|pn Ibl~v|py
Dpg~bl 63 yndpv dhg ib |mn ^VD* |mn |pdqnj dbl mgvsi|dji|y
ibl~v|py `nhdb |g fnb|pdjiun |mnip pnvnpqd|igb fnb|pnv ib|g xmd|
xn xg~jl pnfghbiun bgx dv m~hn fdjj fnb|pnv" \miv mdssnbnl d|
dpg~bl |mn |ion |mn aipv| jdphn/vfdjn mihm/qgj~on spnoivn/
`dvnl |njnsmgbn vxi|fmnv `nfdon dqdijd`jn"
@dbkv mdqn djvg ~vnl |mno vibfn |mn 4983v d| jndv|* dbl
jd|np ib |md| lnfdln* xi|m |mn pivn ga |mn fd|djgh~n vmgssibh
ogqnonb| dbl g~|`g~bl |njnodpkn|ibh* fdjj fnb|pnv `nfdon d
v|dsjn xi|mib odby ibl~v|pinv" Ndfm ibl~v|py* mgxnqnp* mdl i|v
gxb xdy ga gsnpd|ibh fnb|pnv* i|v gxb v|dbldplv agp t~dji|y*
dbl i|v gxb spnanppnl |nfmbgjghinv" \miv |pnbl snpviv|nl ~b|ij
ndpjy ib |mn 4993v* xmnb fdjj fnb|pn odbdhnpv `nfdon ogpn
8/14/2019 A Study on Employee Job Satisfaction In Call Centres with reference to Bangalore
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pnfghbiunl dv mdqibh d fgbviv|nb| vn| ga vkijjv dbl db
gsnpd|igbdj kbgxjnlhn"
\nfmbgjghifdjjy vsndkibh* fdjj fnb|pnv mdqn dlqdbfnl ib
|mn jdv| |nb yndpv" Ndpjinp* i| xdv e~v| d jd`g~p ib|nbviqn
lnsdp|onb| |pyibh |g mdbljn vgon f~v|gonp t~npinv" Bgx* i| iv
v~ssgvnl |g `n d qi|dj jibk ib |mn nb|ipn spgfnvv ga odpkn|ibh
dbl iospgqibh f~v|gonp ib|npdf|igb" ^bjikn db dipjibn
pnvnpqd|igb xmnpn |mn t~npinv dpn hnbnpdjjy viosjn dbl ndvy |g
mdbljn* pnt~ipnonb|v ga d |nfmbgjghy f~v|gonp v~ssgp| dpn
liaanpnb| dbl bnnl |nfmbifdj kbgxjnlhn" D spn pnt~ivi|n agp dby
fdjj mdbljibh snpvgb iv n}|pnonjy hggl f~v|gonp pnjd|igbvmis
vkijjv dbl fgoodbl gqnp jdbh~dhn' dffnb|"
\mn @dvif Fgosgbnb|v
\mn `dvif fgosgbnb|v ga d fdjj fnb|pn dpn fgos~|npv*ib|npdf|iqn qgifn pnvsgbvn vyv|nov* NSD@] dbl db d~|god|if
fdjj pg~|np" \mn ndpjinp dlgs|npv ga fdjj fnb|pnv xnpn d`jn |g
pnl~fn |mn fgv| ga vdjnv* `nfgon ogpn pnvsgbviqn |g |mnip
f~v|gonp pnt~ipnonb|v dbl |m~v hn| d fgosn|i|iqn nlhn"
\ysnv ga Fdjj Fnb|pnv
Fdjj fnb|pnv fdb `n ga liaanpnb| |ysnv" D pnhigbdj fdjj
fnb|pn iosjinv |md| d fnb|pn ib Donpifd |g mdbljn Donpifd*
N~pgsn |g mdbljn N~pgsn dbl d fnb|pn ib Vg~|m Ndv| Dvid dbl
D~v|pdjid |g mdbljn Dvid" \miv nbd`jnv vgon nfgbgoinv ga vfdjn
`~| l~sjifd|igb ga naagp|v fdb oibioiun gsnpd|igbdj naaifinbfy"
\mn g|mnp gs|igb iv |g mdqn d hjg`dj fdjj fnb|pn xmnpn djj fdjjv
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dfpgvv |mn hjg`n dpn mdbljnl" \miv pnv~j|v ib |pnonblg~v
nfgbgoinv ga vfdjn* xmifm iv pndjjy fgv| naanf|iqn" V~fm d fnb|pn
fdbbg| daagpl dby lgxb|ion `nfd~vn ga jdfk ga `dfk ~s"
\mn jd|nv| qnpvigb ga fdjj fnb|pn iv d hjg`dj ib|njjihnb|
bn|xgpk* d fnb|pdjiunl ld|d`dvn xi|m dlqdbfnl fdjj mdbljibh
adfiji|inv* odbdhibh d |ysifdj nbl/|g/nbl vnpqifn" \mn bn|xgpk iv
vspndl dfpgvv |mn hjg`n xi|m jgfdj pnvg~pfnv |dssibh i|" \miv
pnt~ipnv |nfmbifdjjy t~djiainl odbsgxnp |g odib|dib |mn
`dfk`gbn dbl |njnfgo ibapdv|p~f|~pn odbdhnonb| vkijjv" \miv
hjg`dj ib|npbdj bn|xgpk djjgxv dffnvv |g xgpjlxiln v|daa dbl
d`iji|y |g od|fm jdbh~dhnv* vkijjv dbl pnvg~pfnv" \miv iv |mn aipv|
v|ns |gxdplv d hjg`dj qip|~dj fdjj fnb|pn"
Ib|npdf|iqn Qgifn Pnvsgbvn -IQP) mdv `nnb |mn ogv|vihbiaifdb| spgl~f|iqi|y hdib" 83 / =3. ga fdjjv fdb `n mdbljnl
xi|mg~| dhnb| ib|npqnb|igb* xmifm mnjsv pnl~fn gsnpd|ibh fgv|v"
Ib vgon n}|pnonjy fgosn|i|iqn odpkn|v jikn aibdbfidj vnpqifnv*
dipjibnv* n|f"* IQP vyv|nov iv d bnfnvvi|y"
Ib`g~bl dbl G~|`g~bl Fnb|pnv
Db ib`g~bl fnb|pn iv gbn |md| mdbljnv fdjjv fgoibh ib apgo
g~|viln* ogv| ga|nb |mpg~hm |gjj apnn b~o`npv" \mnvn fdjjv dpn
spiodpijy vnpqifn dbl v~ssgp| fdjjv* dbl ib`g~bl vdjnv"
Db g~|`g~bl fnb|pn iv gbn |md| lgnv odibjy g~|hgibh
|njnodpkn|ibh"
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Ib`g~bl iv |mn `ihhnv| fgosgbnb| ga fdjj fnb|pn |pdaaif |mnvn
ldyv* |mg~hm snpqnpvnjy* g~|`g~bl pnspnvnb|v |mn dpnd ga
jdphnv| spgenf|nl hpgx|m ib |mn bn}| anx yndpv" Ib |p~|m* |mn
odegpi|y ga fnb|pnv fgb|dib vgon njnonb| ga `g|m ib`g~bl dbl
g~|`g~bl"
BNNL AGP \MN V\^LY
Og|iqd|nl xgpk agpfn iv db dvvn| ga dby gphdbiud|igb"
Nqnb oibgp livfgb|nb|onb| ga xgpkagpfn fdb `n d||pi`~|nl ibhnbnpdj vfinbfn |g livvd|ivadf|igb ib xgpk dbl |mn gphdbiud|igb
xmnpn |mn xgpk iv lgbn" Dby spg`jno fgbbnf|nl xi|m |mn
m~odb pnvg~pfn dvv~onv sdpdog~b| vihbiaifdb| dbl vmg~jl `n
|pnd|nl dbl mdbljnl ib d fdpna~j vnbvn" Jnvv eg` vd|ivadf|igb
ibqgjqn d fgbvilnpd`jn jgvv |g |mn nb|npspivnv* `nfd~vn jdfk ga
eg` vd|ivadf|igb ib db gphdbiud|igb ody vmgx ~hjy vyos|gov
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v~fm dv spgl~f|igb jgvvnv* pnl~fnl spgai|v* dbl fmdbhnv ib xgpk
vfmnl~jn* ~blnp ~|ijiud|igb ga sjdb| fdsdfi|y* ibfpndvn ib xdhn
pd|n* jgvv ga odb sgxnp* aibdbfidj jgvvnv n|f"" \mn v~ffnvv ga
odbdhnonb| iv odbdhibh odbsgxnp a~jjy `y odkibh qi|dj
v|nsv |g oibioiun nosjgynnv livvd|ivadf|igb" \mn spnvnb|
v|~ly iv d m~o`jn d||nos| |g dbdjyun nosjgynn eg` vd|ivadf|igb
ib fdjj fnb|npv"
VFGSN GA \MN V\^LY
Dpg~bl 9>*333 dpn n}snf|nl |g `n dllnl |g |mn nqnpibfpndvibh fdjj fnb|np xgpk agpfn ib Iblid" \mn vihbiaifdbfn ga
~blnpv|dblibh |mn pndvgbv agp nosjgynn livvd|ivadf|igb iv
ibfpndvibh bgx d ldyv dv |mn d||pi|igb pd|n ib qgifn fdjj fnb|pnv
v|dbl d| d v|dhhnpibh 6>."
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\m~v |mnpn jinv |mn bnnl agp ~v |g nqdj~d|n |mn pndvgbv gp
adf|gpv xmifm dpn fd~vibh livvd|ivadf|igb |g |mnvn nosjgynnv
dbl |mnpn`y ibfpndvibh |mn jd`gp |~pbgqnp pd|n"
Djvg vibfn jg|v ga spnvnb| ldy yg~|m dpn `nibh fmdvnl `y
o~j|i/bd|igbdj fgosdbinv |g nosjgy |mno ib |mnip fdjj fnb|pnv"
\mn pnv~j| gp aiblibhv ga |miv spgenf| xijj mnjs |mn a~|~pn
hnbnpd|igb gp `d|fmnv ga fdjj fnb|pn eg` dvsipdb|v |g ~blnpv|dbl
|mn vd|ivadf|igb jnqnj ga nosjgynnv ib |miv vnf|gp"
G@ENF\IQNV GA \MN V\^LY
Spiodpy g`enf|iqn5
\g aibl g~| |mn nosjgynn eg` vd|ivadf|igb ib fdjj fnb|npv
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Vnfgbldpy g`enf|iqnv5
4" \g ilnb|iay |mn adf|gpv |md| ibaj~nbfn eg` vd|ivadf|igb ib fdjj
fnb|npv"
0" \g aibl nosjgynnv vd|ivadf|igb |gxdplv vdjdpy"
6" \g aibl ia |mny dpn ~blnp v|pnvv"
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Vdosjibh lnvihb
\mn ~biqnpvn iv vgonxmd| aibi|n xi|m pnhdpl |g fdjj fnb|pn
nosjgynnv sgs~jd|igb ib |mn fi|y fmgvnb agp |mn v|~ly i"n"
@dbhdjgpn" \mnpn dpn dpg~bl 439*>33 nosjgynnv ib
@dbhdjgpn xgpkibh ib fdjj fnb|pnv"
Vdosjibh |nfmbit~n
\mn vdosjibh |nfmbit~n ~vnl agp |miv v|~ly iv fgbqnbinbfn
vdosjibh"
Vdosjibh viun
\mn vdosjn viun fmgvnb agp |miv v|~ly iv 433 pnvsgblnb|v"
On|mgl ga ld|d fgjjnf|igb
\mn vnfgbldpy ld|d agp |miv ld|d xdv fgjjnf|nl apgo
qdpig~v vg~pfnv jikn ib|npbn| dbl odhduibnv gp eg~pbdjv"
\mn spiodpy ld|d xdv fgjjnf|nl xi|m |mn mnjs ga d
t~nv|igbbdipn xmifm xdv hiqnb |g 433 pnvsgblnb|v"
\ggjv ~vnl agp ld|d dbdjyviv \mn v|d|iv|ifdj |ggjv ~vnl agp dbdjyviv ga ld|d xnpn
snpfnb|dhn dbdjyviv dbl Fmi/Vt~dpn \nv|"
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Jioi|d|igbv
\mn v|~ly xdv pnv|pif|nl |g @dbhdjgpn fi|y l~n |g |ion fgbv|pdib|v dbl
mnbfn |mn pnv~j|v fdbbg| `n hnbnpdjiunl |g djj fi|inv"
L~n |g |ion fgbv|pdib|v |mn vdosjn viun xdv pnv|pif|nl |g 433"
Odby ga |mn pnvsgblnb|v xnpn `idvnl |gxdplv |mn pnvsgblnb|v"
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Mihm D||pi|igb Pd|n5 D @ih Fmdjjnbhn
Lnaibibh d||pi|igb5 D pnl~f|igb ib |mn b~o`np ga nosjgynnv
|mpg~hm pn|ipnonb|* pnvihbd|igb gp lnd|m
Lnaibibh D||pi|igb pd|n5 |mn pd|n ga vmpibkdhn ib viun gp b~o`np
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Ib|pgl~f|igb5 Ib |mn `nv| ga xgpjlv* nosjgynnv xg~jl jgqn |mnip
eg`v* jikn |mnip fgxgpknpv* xgpk mdpl agp |mnip nosjgynpv* hn|
sdil xnjj agp |mnip xgpk* mdqn dosjn fmdbfnv agp dlqdbfnonb|*
dbl ajn}i jn vfmnl~jnv vg |mny fg~jl d||nbl |g snpvgbdj gp
adoijy bnnlv xmnb bnfnvvdpy" Dbl bnqnp jndqn"
@~| |mnb |mnpn(v |mn pndj xgpjl" Dbl ib |mn pndj xgpjl*
nosjgynnv* lg jndqn* ni|mnp `nfd~vn |mny xdb| ogpn ogbny*
md|n |mn xgpkibh fgbli|igbv* md|n |mnip fgxgpknpv* xdb| d
fmdbhn* gp `nfd~vn |mnip vsg~vn hn|v d lpndo eg` ib dbg|mnp
v|d|n" Vg* xmd| lgnv djj |md| |~pbgqnp fgv|7 Dbl xmd|
nosjgynnv dpn jiknjy |g mdqn |mn mihmnv| |~pbgqnp7 Xmg iv jiknjy
|g v|dy |mn jgbhnv|7
@dfkhpg~bl ga dp|ifjn
\mn I\ nbd`jnl vnpqifnv -@SG) ibl~v|py iv `nibh jggknl ~sgb dv|mn bn}| `ih nosjgyonb| hnbnpd|gp -Bdvvfgo spnlif|v 4"4
oijjigb eg` pnt~ipnonb| `y |mn yndp 033=)" I| iv mgxnqnp bg
ndvy |dvk agp db MP odbdhnp ib |miv vnf|gp |g `pilhn |mn nqnp
ibfpndvibh lnodbl dbl v~ssjy hds ga spganvvigbdjv" ^bjikn miv
vga|xdpn ibl~v|py fg~b|npsdp|* |mn @SG MP odbdhnp iv bg| gbjy
pnt~ipnl |g a~jaijj |miv pnvsgbvi`iji|y* `~| djvg aibl |mn pihm| kibl
ga sngsjn xmg fdb knns sdfn xi|m |mn ~bit~n xgpk sd||npbv ib
|miv ibl~v|py" Dllibh |g |miv iv |mn ivv~n ga odib|dibibhfgbviv|nbfy ib snpagpodbfn dbl knnsibh |mn og|iqd|igb jnqnjv
mihm* lnvsi|n |mn ogbg|gbg~v xgpk" \mn |g~hmnv| fgbfnpb agp
db MP odbdhnp iv mgxnqnp |mn mihm d||pi|igb pd|n"
Ib Iblid* |mn dqnpdhn d||pi|igb pd|n ib |mn @SG vnf|gp iv
dsspg}iod|njy 63/6> snpfnb|" I| iv |p~n |md| |miv iv adp jnvv |mdb
|mn spnqdjnb| d||pi|igb pd|n ib |mn ^V odpkn| -dpg~bl 83snpfnb|)* `~| |mn fmdjjnbhn fgb|ib~nv |g `n hpnd|np fgbvilnpibh
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|mn pnfnb| hpgx|m ga |mn ibl~v|py ib |mn fg~b|py" \mn ^V @SG
vnf|gp iv nv|iod|nl |g `n vgonxmnpn dpg~bl |mpnn lnfdlnv gjl"
Knnsibh jgx d||pi|igb jnqnjv iv d odegp fmdjjnbhn dv |mn lnodbl
g~|v|pisv |mn v~ssjy ga hggl dhnb|v `y d `ih odphib" A~p|mnp*
|mn vdjdpy hpgx|m sjdb agp ndfm nosjgynn iv bg| xnjj lnaibnl"
Djj |miv gbjy nbfg~pdhnv sgdfmibh `y g|mnp fgosdbinv xmg fdb
gaanp d mihmnp vdjdpy"
\mn o~fm mysnl xgpk agp a~b |dh bgpodjjy dvvgfid|nl xi|m
|mn ibl~v|py mdv ib adf| `dfkaipnl* dv odby ibliqil~djv -ogv|jy
apnvm hpdl~d|nv)* |dkn i| dv d sdv/|ion eg`" Gbfn |mny egib |mn
vnf|gp dbl ~blnpv|dbl i|v pnt~ipnonb|v* |mny dpn |dknb d`dfk
`y |mn jgbh xgpkibh mg~pv dbl jd|np ogbg|gby ga |mn eg` v|dp|v
vn||ibh ib" \miv iv |mn pndvgb agp |mn mihm d||pi|igb pd|n dv odby
ibliqil~djv dpn bg| d`jn |g |dkn |mn spnvv~pnv ga xgpk"
\mn |g~hmbnvv ga |mn eg` dbl |ioibhv iv bg| dlnt~d|njy
fgbqnynl" @nvilnv |mn ibl~f|igb dbl spgenf| |pdibibh* bg| o~fmibqnv|onb| mdv `nnb lgbn |g nqgjqn d fgb|ib~g~v |pdibibh
spghpdo agp |mn dhnb|v" Og|iqd|igbdj |pdibibh iv v|ijj |g nqgjqn
ib |miv ibl~v|py" @~|* ib djj |miv* i| iv |mn MP odbdhnp xmg iv
n}snf|nl |g v|pdihm|nb |mibhv g~| dbl mnjs ibliqil~djv dle~v| |g
|mn pndj xgpjl" I `njinqn |md| |mn bnx nb|pdb| bnnlv |g `n odln
dxdpn ga |mn pndjiv|if vi|~d|igb apgo ldy/gbn i|vnja* xi|m |mn
|pdibibh vnvvigb fgbl~f|nl ib |mn bihm|v* vg |md| |mny hn|
dff~v|gonl |g |mibhv pihm| d| |mn `nhibbibh"
\mn mihm snpfnb|dhn ga anodjnv ib |mn xgpkagpfn -fgbv|i|~|ibh
63/6> snpfnb| ga |mn |g|dj)* dllv |g |mn mihm d||pi|igb pd|n" Ogv|
xgonb jndqn |mnip eg` ni|mnp da|np odppidhn gp `nfd~vn ga
vgfidj spnvv~pnv fd~vnl `y ippnh~jdp xgpkibh mg~pv ib |mn
ibl~v|py" Djj |miv |pdbvjd|nv ib|g m~hn jgvvnv agp |mn fgosdby*
xmifm ibqnv|v d jg| ga ogbny ib |pdibibh |mno"
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Ia d snpvgb jndqnv da|np |mn |pdibibh i| fgv|v |mn fgosdby d`g~|
Pv 13*333" Agp d 633/vnd|np fdjj fnb|pn adfibh |mn bgpodj 63
snpfnb| d||pi|igb* |miv |pdbvjd|nv ib|g Pv 13 jdkm snp dbb~o"Odby n}snp|v dpn ga `njinqn |md| djj |mnvn fmdjjnbhnv fdb |~pb
g~| |g `n d pndj ldosnbnp ib |mn hpgx|m ga |miv ibl~v|py" \miv
gbjy pdivnv |mn pnvsgbvi`iji|y ga aiblibh |mn pihm| fdblild|n
dbl `~ijlibh d fgbl~fiqn xgpk nbqipgbonb|* xmifm xijj `n
`nbnaifidj agp |mn gphdbiud|igb" \mn bnnl iv agp |mgvn ibliqil~djv
xmg fdb odkn d fdpnnp g~| ga |miv"
Djj |miv mdv ibl~fnl |mn fgosdbinv |g |dkn bnfnvvdpy v|nsv*
`g|m ib|npbdjjy dbl n}|npbdjjy" Ib|npbdjjy ogv| MP odbdhnpv dpn
`~vy s~||ibh ib naagp|v gb |mn lnqnjgsonb| ga |mnip nosjgynnv*
`~ijlibh ibbgqd|iqn pn|nb|igb dbl og|iqd|igbdj vfmnonv -xmifm
xdv ogpn ogbny gpinb|nl vg adp) dbl odkibh |mn nbqipgbonb|
jiqnjinp" G~|viln* |mn agf~v iv gb fpnd|ibh dxdpnbnvv |mpg~hm
vnoibdpv dbl hgibh |g fdos~vnv agp pnfp~i|onb|"
Odegp Xgppinv agp |mn Ibl~v|py
Sggp Ibapdv|p~f|~pn/ |mn ibl~v|py mdv ogpn |g xgppy d`g~| |mdb
e~v| pnfkjnvv v|dp|/~sv" Spiodpy dogbh |mgvn iv ibapdv|p~f|~pn"
Xmijn |njnfgo bn|xgpkv dpn v|d|n ga |mn dp|* hn||ibh d
fgbbnf|igb v|ijj |dknv ~s |g |mpnn ogb|mv" ^bpnjid`jn sgxnp
v~ssjy iv agpfibh ~bi|v |g fpnd|n |mnip gxb `dfk/~sv" Pgdlv dpn`dl dbl dipsgp|v dpn ib lipn bnnl ga pnsdipv dbl ~shpdlnv"
Mihm D||pi|igb/dbg|mnp odegp spg`jno iv |mn mihm d||pi|igb dbl
hpgx|m dvsipd|igbv ga |mn xgpkagpfn" D| jndv| 13*333 ga |mn
484*333 xgpkagpfn fmdbhn eg`v nqnpy yndp" D`g~| =3. ga |mno
jggk agp `n||np jndlnpv" \ndo jndlnpv xdb| |g ~shpdln |g
v~snpqivgpv* t~dji|y spganvvigbdjv gp gsnpd|igbv mndlv" \mn MPspg`jno |mpnd|nbv |g vggb `nfgon hpdqn" Hggl dhnb|v dpn
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`nfgoibh mdpl |g aibl dbl xi|m |dply ibapdv|p~f|~pn* `ih ogqnv
|g |mn o~fm |djknl d`g~| vodjjnp |gxbv xijj |dkn jgbhnp" \miv
ondbv fgv|v xijj pivn odkibh i| liaaif~j| agp vodjj QF/a~blnl
fgosdbinv |g v~pqiqn"
D||pi|igb pd|nv
^V
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bgx pndfm =3." \miv iv db n}|pnon aih~pn `~| |mn dqnpdhn
d||pi|igb pd|nv ib Iblidb fdjj fnb|npv dpn ~s dpg~bl 63/
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I pnt~nv| MP spganvvigbdjv bg| |g lpiqn |mnip gxb agpo~jdv |g
fdjf~jd|n d||pi|igb pd|n" Ib |npov ga b~o`npv* d||pi|igb pd|n
ondbv5
\g|dj B~o`np ga Pnvihbv snp ogb|m -Xmn|mnp qgj~b|dpy gp
agpfnl) liqilnl `y -\g|dj B~o`np ga nosjgynnv d| |mn `nhibbibh
ga |mn ogb|m sj~v |g|dj b~o`np ga bnx egibnnv oib~v |g|dj
b~o`np ga pnvihbd|igbv) o~j|isjinl `y 433"
Ia fdjf~jd|ibh ib ogbn|dpy |npov* i| ibfj~lnv |mn agjjgxibh5
Fgv|v L~n |g d Snpvgb Jndqibh
Fdjf~jd|n |mn fgv| ga |mn snpvgb-v) xmg aijjv ib xmijn |mn sgvi|igb
iv qdfdb|" Fdjf~jd|n |mn fgv| ga jgv| spgl~f|iqi|y d| d oibio~o
ga >3. ga |mn snpvgb(v fgosnbvd|igb dbl `nbnai|v fgv| agp ndfm
xnnk |mn sgvi|igb iv qdfdb|* nqnb ia |mnpn dpn sngsjn snpagpoibh
|mn xgpk" Fdjf~jd|n |mn jgv| spgl~f|iqi|y d| 433. ia |mn sgvi|igbiv fgosjn|njy qdfdb| agp dby snpigl ga |ion"
Fdjf~jd|n |mn fgv| ga fgbl~f|ibh db n}i| ib|npqinx |g ibfj~ln |mn
|ion ga |mn snpvgb fgbl~f|ibh |mn ib|npqinx* |mn |ion ga |mn
snpvgb jndqibh* |mn dloibiv|pd|iqn fgv|v ga v|gssibh sdypgjj*
`nbnai| lnl~f|igbv* `nbnai| nbpgjjonb|v"
Fdjf~jd|n |mn fgv| ga |mn odbdhnp xmg mdv |g ~blnpv|dbl xmd|
xgpk pnodibv* dbl mgx |g fgqnp |md| xgpk ~b|ij d pnsjdfnonb|
iv ag~bl"
Fdjf~jd|n |mn fgv| ga |pdibibh yg~p fgosdby mdv ibqnv|nl ib |miv
nosjgynn xmg iv jndqibh"
Fdjf~jd|n |mn iosdf| gb lnsdp|onb|dj spgl~f|iqi|y `nfd~vn |mn
snpvgb iv jndqibh" Xmg xijj sifk ~s |mn xgpk* xmgvn xgpk xijj
v~aanp* xmd| lnsdp|onb|dj lndljibnv xijj bg| `n on| gp
lnjiqnpnl jd|n"
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Fdjf~jd|n |mn fgv| ga jgv| kbgxjnlhn* vkijjv dbl fgb|df|v |md|
|mn snpvgb xmg iv jndqibh iv |dkibh xi|m |mno g~| ga yg~p lggp"
^vn d agpo~jd ga >3. ga |mn
snpvgb(v dbb~dj vdjdpy agp gbn yndp ga vnpqifn* ibfpndvibh ndfm
yndp ga vnpqifn `y 43."
V~`|pdf| |mn fgv| ga |mn snpvgb xmg iv jndqibh agp |mn dog~b| ga
|ion |mn sgvi|igb iv qdfdb|"
Pnfp~i|onb| Fgv|v
\mn fgv| ga dlqnp|ivnonb|v; dhnbfy fgv|v; nosjgynn pnanppdjfgv|v; ib|npbn| sgv|ibh fgv|v"
\mn fgv| ga |mn ib|npbdj pnfp~i|np(v |ion |g ~blnpv|dbl |mnsgvi|igb pnt~ipnonb|v* lnqnjgs dbl iosjnonb| d vg~pfibhv|pd|nhy* pnqinx fdblild|nv `dfkhpg~blv* spnsdpn agpib|npqinxv* fgbl~f| ib|npqinxv* spnsdpn fdblild|n dvvnvvonb|v*fgbl~f| pnanpnbfn fmnfkv* odkn |mn nosjgyonb| gaanp dblbg|iay ~bv~ffnvva~j fdblild|nv" \miv fdb pdbhn apgo d oibio~o
ga 63 mg~pv |g gqnp 433 mg~pv snp sgvi|igb"
Fdjf~jd|n |mn fgv| ga |mn qdpig~v fdblild|n spn/nosjgyonb||nv|v |g mnjs dvvnvv d fdblild|nv( vkijjv* d`iji|inv* ds|i|~ln*d||i|~ln* qdj~nv dbl `nmdqigpv"
\pdibibh Fgv|v
Fdjf~jd|n |mn fgv| ga gpinb|d|igb ib |npov ga |mn bnx snpvgb(v
vdjdpy dbl |mn fgv| ga |mn snpvgb xmg fgbl~f|v |mn gpinb|d|igb"
Djvg ibfj~ln |mn fgv| ga gpinb|d|igb od|npidjv"
Fdjf~jd|n |mn fgv| ga lnsdp|onb|dj |pdibibh dv |mn df|~dj
lnqnjgsonb| dbl lnjiqnpy fgv| sj~v |mn fgv| ga |mn vdjdpy ga |mn
bnx nosjgynn" Bg|n |md| |mn fgv| xijj `n vihbiaifdb|jy mihmnp agp
vgon sgvi|igbv v~fm dv vdjnv pnspnvnb|d|iqnv dbl fdjj fnb|np
dhnb|v xmg pnt~ipn < / 1 xnnkv gp ogpn ga fjdvvpggo |pdibibh"
Fdjf~jd|n |mn fgv| ga |mn snpvgb-v) xmg fgbl~f| |mn |pdibibh"
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Fdjf~jd|n |mn fgv| ga qdpig~v |pdibibh od|npidjv bnnlnl
ibfj~libh fgosdby gp spgl~f| odb~djv* fgos~|np gp g|mnp
|nfmbgjghy nt~isonb| ~vnl ib |mn lnjiqnpy ga |pdibibh"
Jgv| Spgl~f|iqi|y Fgv|v
Dv |mn bnx nosjgynn iv jndpbibh |mn bnx eg`* |mn fgosdby
sgjifinv dbl spdf|ifnv* n|f" |mny dpn bg| a~jjy spgl~f|iqn" ^vn
|mn agjjgxibh h~ilnjibnv |g fdjf~jd|n |mn fgv| ga |miv jgv|
spgl~f|iqi|y5
^sgb fgosjn|igb ga xmd|nqnp |pdibibh iv spgqilnl* |mn
nosjgynn iv fgb|pi`~|ibh d| d 0>. spgl~f|iqi|y jnqnj agp |mn aipv|
0 / < xnnkv" \mn fgv| |mnpnagpn iv 8>. ga |mn bnx nosjgynnv
a~jj vdjdpy l~pibh |md| |ion snpigl"
L~pibh xnnkv > / 40* |mn nosjgynn iv fgb|pi`~|ibh d| d >3.
spgl~f|iqi|y jnqnj" \mn fgv| iv |mnpnagpn >3. ga a~jj vdjdpy l~pibh
|md| |ion snpigl"L~pibh xnnkv 46 / 03* |mn nosjgynn iv fgb|pi`~|ibh d| d 8>.
spgl~f|iqi|y jnqnj" \mn fgv| iv |mnpnagpn 0>. ga a~jj vdjdpy l~pibh
|md| |ion snpigl"
Fdjf~jd|n |mn fgv| ga oiv|dknv |mn bnx nosjgynn odknv l~pibh
|miv njgbhd|nl iblgf|pibd|igb snpigl"
Bnx Mipn Fgv|v
Fdjf~jd|n |mn fgv| ga `pibh |mn bnx snpvgb gb `gdpl ibfj~libh
|mn fgv| |g s~| |mn snpvgb gb |mn sdypgjj* nv|d`jivm fgos~|np
dbl vnf~pi|y sdvvxgplv dbl ilnb|iaifd|igb fdplv* |njnsmgbn
mggk~sv* fgv| ga nv|d`jivmibh nodij dffg~b|v* gp jndvibh g|mnp
nt~isonb| v~fm dv fnjj smgbnv* d~|gog`ijnv"
Fdjf~jd|n |mn fgv| ga d odbdhnp(v |ion vsnb| lnqnjgsibh |p~v|
dbl `~ijlibh fgbailnbfn ib |mn bnx nosjgynn(v xgpk"
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Jgv| Vdjnv Fgv|v
Fdjf~jd|n |mn pnqnb~n snp nosjgynn `y liqilibh |g|dj fgosdby
pnqnb~n `y |mn dqnpdhn b~o`np ga nosjgynnv ib d hiqnb yndp"
Xmn|mnp db nosjgynn fgb|pi`~|nv lipnf|jy gp iblipnf|jy |g |mnhnbnpd|igb ga pnqnb~n* |mnip s~psgvn iv |g spgqiln vgon lnaibnl
vn| ga pnvsgbvi`iji|inv |md| dpn bnfnvvdpy |g |mn hnbnpd|igb ga
pnqnb~n" Fdjf~jd|n |mn jgv| pnqnb~n `y o~j|isjyibh |mn b~o`np
ga xnnkv |mn sgvi|igb iv qdfdb| `y |mn dqnpdhn xnnkjy pnqnb~n
snp nosjgynn"
Fgbfj~vigb5 I| iv fjndp |md| |mnpn dpn odvviqn fgv|v dvvgfid|nl
xi|m d||pi|igb gp |~pbgqnp dbl* xmijn vgon ga |mnvn dpn bg|
qivi`jn |g |mn odbdhnonb| pnsgp|ibh gp `~lhn| vyv|no* |mny
dpn bgbn |mn jnvv pndj" \mn (p~jn ga |m~o`( dssndpv |g `n qnpy
ibdff~pd|n iblnnl dbl* xmijn i| lnsnblv ~sgb |mn fd|nhgpy ga
v|daa* i| iv spg`d`jy `n||np |g nv|iod|n dpg~bl =3. ga vdjdpy dv d
|p~np p~jn ga |m~o` / dbl |miv xijj `n gb |mn fgbvnpqd|iqn viln"
Xmd| lgnv |miv ondb7 Xnjj i| ondbv |md| ia d fgosdby mdv 433
sngsjn lgibh d fnp|dib eg` sdil 0>*333 dbl |md| |~pbgqnp gp
d||pi|igb iv p~bbibh d| 43.* |mn fgv| ga d||pi|igb iv5
-\g|dj v|daa } d||pi|igb pd|n .) } -dbb~dj vdjdpy } =3.)
433 v|daa d| 43. d||pi|igb ondbv 43 sngsjn jndqn dbl dpnpnsjdfnl ndfm yndp"
D pnsjdfnonb| fgv| ga =3. ga d vdjdpy ga 0>*333 ondbv |mn fgv|
ga ndfm pnsjdfnonb| iv 03*333"\mn fgv| ga |~pbgqnp iv |mnpnagpn 43 } 03*333 gp 033*333 d yndp"
\mn gbfgv| |g |mn gqnpdjj vdjdpy `ijj iv =."
-Vdqibh =. ga vdjdpy fgv|v xg~jl odkn |mn dqnpdhn MPodbdhnp d mnpg")
@y5 Vdbennq Vmdpod
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Vg~pfn5 m||s5''xxx"`sgiblid"gph'pnvndpfm'd||pi|igb/pd|n/`ih/fmdjjnbhn"vm|oj
\d`jn/34
Pnvsgblnb|v hnblnp
V"Bg"
Bg" GaPnvsgblnb|v
Snpfnb|dhn gapnvsgblnb|v
4" Odjn =6 =60" Anodjn 48 48
433 433Vg~pfn5 Spiodpy ld|d
Ib|npspn|d|igb
I| iv ibanppnl apgo |mn d`gqn |d`jn |md| \mn od}io~ob~o`np ga pnvsgblnb|v dpn odjn =6.
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0
8/14/2019 A Study on Employee Job Satisfaction In Call Centres with reference to Bangalore
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\d`jn/30
Pnvsgblnb|v dhn hpg~s
V"Bg"
Bg" GaPnvsgblnb|v
Snpfnb|dhn gapnvsgblnb|v
4" Jnvv |mdb 00
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\d`jn/3601
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Pnvsgblnb|v Odpi|dj v|d|~v
V"Bg"
Bg" GaPnvsgblnb|v
Snpfnb|dhn gapnvsgblnb|v
4" Vibhjn =9 =90" Odppinl 44 44
433 433Vg~pfn5 Spiodpy ld|d
Ib|npspn|d|igb
I| iv ibanppnl apgo |mn d`gqn |d`jn |md| =9. ga
pnvsgblnb|v odpi|dj v|d|~v xdv vibhjn
08
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\d`jn/3
Pnvsgblnb|v dbb~dj ibfgon
V"Bg"
Bg" GaPnvsgblnb|v
Snpfnb|dhn gapnvsgblnb|v
4" Jnvv |mdb 4jdkm 46 460" 4jdkm |g 0jdkm 88 886" ogpn |mdb 0Jdkm 43 43
433 433Vg~pfn5 Spiodpy ld|d
Ib|npspn|d|igb
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I| iv ibanppnl apgo |mn d`gqn |d`jn |md| 88. ga
pnvsgblnb|v ndpb `n|xnnb 4/jdkm |g0/jdkm
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\d`jn/31
Pnvsgblnb|v vd|ivadf|igb |gxdplv vdjdpy
V"Bg"
Bg" GaPnvsgblnb|v
Snpfnb|dhn gapnvsgblnb|v
4" Mihmjy Vd|ivainl 6< 6 0>6" 4 / 0 Yndp 44 44
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\d`jn/3=6>
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Pnvsgblnb|vAnnjibh ga vnf~pi|y |gxdplv |mn f~ppnb| eg`
V"Bg"
Bg" GaPnvsgblnb|v
Snpfnb|dhn gapnvsgblnb|v
4" Qnpy Vnf~pn 0= 0=0" Vnf~pn >4 >46" Bn~|pdj 4> 4>4. anjj
vnf~pn d`g~| |mn f~ppnb| eg`
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\d`jn/39
Pnvsgblnb|v Pndvgbv agp t~i||ibh apgo |mn eg`* ia vg
V"Bg" Bg" Ga
Pnvsgblnb|v
Snpfnb|dhn ga
pnvsgblnb|v
4" XgpkLivvd|ivadf|igb
40 40
0" Jnvv Vdjdpy > >
6" Xgpk F~j|~pn = =
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Ib|npspn|d|igb
I| iv ibanppnl apgo |mn d`gqn |d`jn |md| >=. ga
pnvsgblnb|v an
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\d`jn/43
Pnvsgblnb|v xmn|mnp vdjdpy iv `dvnl gb snpagpodbfn
V"Bg"
Bg" GaPnvsgblnb|v
Snpfnb|dhn gapnvsgblnb|v
4" Ynv 81 810" Bg 04 046" Fdb(| Vdy 6 6
433 433Vg~pfn5 Spiodpy ld|d
Ib|npspn|d|igb
I| iv ibanppnl apgo |mn d`gqn |d`jn |md| 81. annj |md|
|mnip vdjdpy iv `dvnl gb |mnip snpagpodbfn
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FMDP\43
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\d`jn/44
Pnvsgblnb|v Dhpnnd`iji|y jnqnj |gxdplv qdj~d|igb ga vdjdpy
V"Bg
"
Bg" GaPnvsgblnb|v
Snpfnb|dhnga
pnvsgblnb|v4" V|pgbhjy Dhpnn 4= 4=0" Dhpnn >9 >96" Bn~|pdj 41 419. dhpnn
|md| |mnip snpagpodbfn iv `nibh qdj~nl
FMDP\44
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\d`jn/40
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Pnvsgblnb|v Dhpnnd`iji|y jnqnj |gxdpl annjibh pnjinqnl iat~i||ibh apgo |mn f~ppnb| eg` bgx
V
"Bg"
Bg" Ga
Pnvsgblnb|v
Snpfnb|dhn
gapnvsgblnb|v
4" V|pgbhjy Dhpnn < 9. dpn bn~|pdj |gxdplv |mn adf| |md| eg` iv `dvnl
gb t~djiaifd|igb dbl vkijj
=0. annj |md| |mnip xgpk iv bg| d| djj pnfghbiunl `y
|mnip v~snpigpv
=9. lg bg| hn| fdv~dj jndqn dbl =1. hn| onlifdj
jndqn"
=
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\mnpn vmg~jl `n ogpn aibdbfidj dbl bgb/aibdbfidj ibfnb|iqnv"
\mn fgosdby vmg~jl spgqiln adfiji|inv gp agp v|pnvv pnjina"
V|pnvv apgo v~snpigpv |g pndfm f~v|gonp vd|ivadf|igb |dphn|v"
\mn fgosdby vmg~jl vnn |md| |mnpn dpn bg fgbv|db| fmdbhnv ib xgpk
vfmnl~jnv dbl |ioibhv i"n" |mnpn vmg~jl `n ai}nl |ioibhv gp |mn
vfmnl~jnv vmg~jl fmdbhn jnvv apnt~nb|jy
Fgbfj~vigb
\mn v|~ly xdv fgbl~f|nl |g kbgx |mn nosjgynnv
vd|ivadf|igb ib fdjj fnb|pnv ib @dbhdjgpn" \mn v|~ly pnqndjnl
|md| |mn nosjgynnv adfnl vgon spg`jnov jikn v|pnvv dbl eg`
livvd|ivadf|igb odibjy l~n |g mndqy xgpk jgdl dbl spnvv~pn
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v~hhnv|nl |g iospgqn |mnip MP spdf|ifnv dbl hiqn d `n||np xgpk
nbqipgbonb| |g |mn nosjgynnv |g pnl~fn |mn d||pi|igb pd|n"
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xxx"nb"xikisnlid"gph'xiki'FdjjWfnb|pn
xxx"fdjjfnb|npviblid"fgo
xxx"`sgiblid"gph
xxx"fdjjfnb|npfdan"fgo
xxx"hg
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xxx"`ndhjnpnvndpfm"|ysnsdl"fgo'`ndhjnWpnvndpfm'0338'
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Pnjina agp Fdjj Fnb|np V|pnvv Vyblpgon /V|nsmnb Fgvfi
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