customer satisfaction on hdfc bank (2).doc

8/17/2019 customer satisfaction on hdfc bank (2).doc

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PROJECT REPORT

On

“ A STUDY ON CUSTOMER SATISFACTION ON HDFCHOME LOANS .”

In Partial Fulfillment for the Award of Degree

“MATER OF BUSSINESS ADMINISTRATION”

AFFILIATED TOU.P. TECHNICAL UNIVERSITY, LUCKNOW

SESSION (2010-2012)

Submitted to:Submitted by: Mr. .Ri!"# A$%r&%' #%"#*%+ D%"(Pr! /i!) MA 3# SEMISTER

K.C.M.T., AREILLY

KHANDELWAL COLLEGE OF MANAGEMENT

SCIENCE & TECHNOLOGY


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STUDENT DECLARATION

T#i" i" !ri4* #% I #%5! +6'!! #! Pr! i'! 7A STUDY ON

CUSTOMER SATISFACTION ON HDFC HOME LOANS8 /!r #!

$/i%! 4 7Mr. RITESH AARWAL8"ir i #! 6%ri%' 4/'4i''+! 4 #!

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ACKNOWLEDGEMENT

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TABLE OF CONTENTS

Stude!t De-*arati! ....................++ iCerti%i-ate %r) $uide.................... iiA-/!,*ed$e)e!t++...................+++++++ iiiEe-uti0e Su))ar1.....................++i0Lit % A22re0iati!....................+++ 0

CHA3TER 45 INTRODUCTION6

4+4 I!trdu-ti! t #)e *a!..........+++++++++++++++ 4

4+7 Ad0a!ta$e % #)e *a!..............4

4+8 Diad0a!ta$e % #)e *a!............+++ 7

4+9 Di2ure)e!t % #)e *a!............. 8

CHA3TER 75 OB:ECTI;ES OF THE STUDY.........+++ 48

7+4 3ur'e % t#e Stud1...............++++++49

7+7 S-'e % t#e Stud1................++++++49

CHA3TER 85 RESEARCH METHODOLOGY.........++ 4<

8+4 Reear-# Dei$!..................+ 4<

8+7 Data -**e-ti!..................++++ 4<

8+8 Sa)'*e i=e....................++4>

8+9 Sa)'*i!$ Te-#!i?ue................+ 4>

8+@Li)i!ati!....................+ 4

CHA3TER 95 RE;IEW OF LITERATURE........... 7

CHA3TER @5 INDUSTRY 3ROFILE.............++ 77

@+4 T#e Hitr1 % I!dia! #)e La!..........++ 77

@+7 H)e La! 'r-edure i! I!dia............+78

@+8 I!teret rate 'r0ided 21 2a!/............79

@+9 I!dia! Mar/et %r H)e *a! i )re t#a! R+@ -r+++ 7>

@+@ I!dia! #)e *a! I!dutr1.............++7

@+< Re-e!t tre!d # #)e *a! i! I!dia.........+++84@+> I)'a-t % *,d,! ! #)e *a! )ar/et i! I!dia....84

@+ I!teret a!d )ar/et tre!d i! 1ear 7........++88

@+ T1'e % #)e *a!................+++ 8@

@+4 HDFC #)e *a!.................++8>

CHA3TER 5 DISBURSEMENT OF HOME LOANS BY HDFC ..+


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LIST OF ABBRE;IATIONS

ABBRE;IATIONS E3ANSION

RO;R RECOMMENDATION O;ER

NRI NON RESIDENT INDIAN

RBI RESER;E BANK OF INDIA

3NB 3UN:AB NATIONAL BANK

SBI STATE BANK OF INDIA

IIR INCOME TO INSTALLMENT RATIO

FLI3 FLEIBLE LOAN INSTALMENT 3LAN

DSA DIRECT SELLING AGENTS

BSA BUSINESS SELLING AGENTS

DCO;R DOUBLE CHECKING O;ER

R3LR RETAIL 3RIME LENDING RATE


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CHA3TER6 4


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CHA3TER 4

INTRODUCTION

4+4 INTRODUCTION TO HOME LOANS

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4+7 AD;ANTAGES OF HOME LOANS56T#! 5%ri/"

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CHA3TER67


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CHA3TER67


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OB:ECTI;ES OF STUDY

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CHA3TER68


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RESEARCH METHODOLOGY OF THE STUDY

RESEARCH METHODOLOGY56

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3LAN OF ANALYSIS56

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CHA3TER 9

RE;IEW OF LITERATURE


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SUMMARY56

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CHA3TER6@

INTRODUCTION TO THE INDUSTRY

@+4 THE HISTORY OF INDIAN HOME LOANS56


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@+4 HDFC H)e La!56

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CHA3TER6<

COM3ANY 3ROFILE

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HDFC HOSING DE;ELO3MENT FINANCE COR3ORATION LTD

INTRODUCTION-

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KEY EECUTI;E HDFC HOUSING DE;ELO3MENT FINANCE COR3 LTD 56

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GROU3 COM3ANIES56• HDFC %; Wr' C'%"" Ii% %;- %+$ #! 6 6ri5%!


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• CIIL Cr!i I4r+%i /r!%/ Ii% Li+i!.

• HDFC C#/

#"i$ */r i"/r!r.

Bui!e Gr,t#56

T#! +6%* ++%" % +%r;! "#%r! 4 5!r 0B i #! #/"i$ 4i%! "!r.L!5!r%$i$ i"


55/107

#! R" 2?0 "%66r5%'" % i"" " "6r!% #%" "#r/; 4r+ 2.1B i 4i%i%' *!%r 1G 1.B i 4i%i%' *!%r 2000. W#! i +!" %ii$ ri";, #! +6%*>" r%; r!r i" %+$ #!


56/107

A6%r 4r+ #!"! r%ii%' +!#" 4 $r&i$, HDFC i" %'" '!5!r%$i$ #!I!r! "'i%! i"

T#! !%r !r+ !r" #&!5!r, %r! !!r! i" i5!r"i4i%i". I i" !%"*4r #! +6%* +i%! i" #!r !&


57/107

T1'e % 3rdu-t %%ered

HDFC 6r5i! '%" +!! %'' */r r!9/ir!+!" 4r */ +%;! #% #/"! % #+!.

• H)e I)'r0e)e!t La!

• H)e Ete!i! La!

• La! t 'r%ei!a* %r %%i-e r -*i!i-+

• H)e E?uit1 La! La! A$ai!t 3r'ert1

• La! a$ai!t Re!t re-ei0a2*e

• S#rt Ter) Brid$i!$ La!+

• La! t 'r%ei!a* %r !!6reide!tia* 're)ie *a!

Ke1 A-iate a!d Su2idiarie5 6 T#!"! %r!-

HDFC BANK56

• 2.2B &!


58/107

• O44!r" 20 ii5i/%' 6r/" % ? $r/6 6'%" %'$ &i# ? 6i%' ri!r"

• O44!r" 4/ 6i" &i# +%r;! 'i;! 6r/"

3re)iu) i!-)e a!d $r,t# - V%'/!" ri5! $r&#-T%' 6r!+i/+ i+! 4 R". 3.?

• HDFC MF 44!r" 3 !9/i* % !• E9/i* %""!" %" % 6r6ri 4 #! +//%' 4/>" AUM i" ?B.

HDFC 3RO3ERTY FUND56

• L%/#! i M%r# 200?

• Fir" S#!+! HDFC Ii% R!%' E"%! F/


59/107

F/ r6/" US 2?0 +i''i 4/''* i5!"! D+!"i, G *!%r '"! !! 4/ F/" +%%$! P 7+>P

Ear!i!$ 'er #are R @ @

3r%it a%ter Ta R i! 2i**i! 79+8< 7>+48

Tta* Aet R i! 2i**i! 4+ 7@+8

DISTRIBUTION NETWORK5 6 HDFC>" i"ri


60/107

T %!r -r!"i! Ii%", HDFC #%" 44i!" i L % D/


61/107

CHA3TER6>


62/107

CHA3TER6 >

DISBURSEMENT OF HOME

LOANS BY HDFC HOUSING DE;ELO3MENT FINANCE

COR3ORATION LIMITED

T#i" #%6!r %i" r!"/'" % i"/""i i"%


63/107

TABLE5 6 >+7 HDFC5 9 44 Su))ar1

R )! 944A YY

I!-)e %r) O'erati! 8>4@ 97P

P 8P


64/107

GRA3H6>+8HDFC5 YY Di2ure)e!t $r,t#56

9@P

9P

8@P

8P

7@P

7P

4@P 4O4 7O4 8O4 4O7 7O7 8O7 4O8 7O9 4O@ 4O< 4O> 4O 4O 44 444

YOY DISBURSEMENT GROWTH

6666666 ANNUAL A;G DISB+ GROWTH

HDFC 6r5i!" '$-!r+ #/"i$ '%" '& % +i'!-i+! ii5i/%'", %" &!'' %"

r6r%i". HDFC %'" 6r5i!" "r/i 4i%! r!%' !"%! !5!'6!r",


65/107

CHA3TER6


66/107

CHA3TER6

COM3ARATI;E STUDY OF DISBURSEMENT OF HOME LOANS

BY COMMERCIAL BANKS

+4 6 Di2ure)e!t % H)e *a! 21 di%%ere!t 2a!/56

HDFC LTD56

Y!%r" N. 4 H+!'%

A/#'!r".

H+! '% Di"


67/107

r!5!r! %+/, i.!. R"..0? rr! R".2.12 rr!. S i / "#%'' #!r! %r! /6&%rr! i /+

T#! P/%< N%i%' %; i" P/


68/107

200-0G

200G-0

200-0

200-10

2010-11

10

10

1?3

10

20

.21

11.??

1G.0

20.0

23.10

?.2G

10.1

13.?

1.

2.1

0.3

1.

2.G0

1.31

0.3

I!ter'retati!56

T#! ri!%'


69/107

+7 6COM3ARATI;E STUDY OF DISBURSEMENT OF HOME LOANS BY

COMMERCIAL BANKS56

T#!r! %r! /+

#! /"+!r". T#! +6%ri" %+$ i44!r! ++!ri%'


70/107

Ta2*e +7 2

Na)e % Ba!/ A0era$e R 3er-e!ta$e %

A--u!t#*der

HDFC LTD

P/%< N%i%' %;

Ori!%' %; 4C++!r!

ICICI ANK

110

11

1

101

2

3

?

2

T%' 3? 100

GRA3H56 +7


71/107

H+! '% #'!r" 4 HDFC LTD % ++!ri%' "


72/107

200-0G

200G-0

200-0

200-10

2010-11

120.1?

1.2

21.?

230.G

2?.1?

0.0G

120.00

133.G

10.

230.00

.21

11.??

1G.0

20.0

23.10

103.

12.23

1?0.?

1G.G?

223.00

(R".i rr!)

A5!r%$! 4 #+! '%" $r%!

T%' #+! '%" $r%! ---------------------------------

N. 4 *!%r"

Ta2*e+ +8 2

Na)e % Ba!/ A0era$e R 3er-e!ta$e % #)e

*a! $ra!ted R i! -rre

HDFC LTD

P/%< N%i%' %;

Ori!%' %; 4 C++!r!

ICICI ANK

203.2

1??.01

1?.0

1??.G

2

2

Tta* @84+77 4

T /!r"% #! +6%ri" +r! !44!i5!'* % '"!'*, i #%"


73/107

Di%$r%++%i%''* %" 4''&"-

GRA3H56 +8

H+! '%" $r%!


74/107

200-0G

200G-0

200-0

200-10

2010-11

G.2

1?0.00

1?.

21.0G

2?.0?

.0?

1.20

12G.1

1?.0

22.12

?.2G

10.1

13.?

1.

2.1

.12

10?.00

1.3

133.?

20.1

A5!r%$! r!5!r* 4 #+! '%"

T%' #+! '%" r!5!r! ----------------------------------

N. 4 *!%r"

Ta2*e +9 2

Na)e % Ba!/ A0era$e R 3er-e!ta$e % #)e*a! re-0ered R i!

-rre

HDFC LTDP/%< N%i%' %; Ori!%' %; 4 C++!r!ICICI ANK

13.0?1?.2113.3G1.0

02

T%' 3G1.0 100

I i" '!%r!r &i# #! #!'6 4 #i" i%$r%+ -

GRA3H5 6 +9


75/107

H+! '%" r!5!r!


76/107

200-0G

200G-0

200-0

200-10

2010-11

22.G

.2

2.0?

.0

.10

2G.02

2.

1G.

13.3

11.

0.3

1.

2.G0

1.31

0.3

.21

1.23

1G.1

2.10

13.3

A5!r%$! 4


77/107


78/107

CHA3TER6

ANALYSIS & INTER3RETATION

T#! %%'*"i" i"


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AGE GROU3 OF SUR;EYED RES3ONDENTS

TABLE +45

A$e $ru' N+ % Re'!de!t

4 6 7@ 1ear 9>

7< 6 8@ 1ear 7@

8< 6 9 1ear 4>

@ 6


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1 M%rri! G0 G0B

2 U+%rri! 0 0B

T%' 100 100B

%"! 100 r!"6!"

CHART6+7

I!ter'retati!Fr+ #! %

TABLE6+8

Sr+ N+ Cate$r1 N+ % Re'!de!t 3er-e!ta$e

1 U!r $r%/%! 2? 2?B

2 r%/%! 30 30B

P" $r%/%! ? ?B


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T%' 100 100B

%"! 100 r!"6!"

CHART6+8

I!ter'retati!Fr+ #! %

1 L!"" #% 4i5! *!%r" 30 30B

2 Mr! #% 4i5! *!%r" 0 0B

T%' 100 100B


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%"! 100 r!"6!"

CHART6+9

Sta1i!$ 1ear i! Barei**1

I!ter'retati!Fr+ #! %".

1B r!"6!>" %r! i %r!i''* i" +r! #% 4i5! *!%r>".

CUSTOMER 3ROFILE OF SUR;EYED RES3ONDENTS

TABLE +@5

Cut)er 'r%i*e N+ % re'!de!tStude!t 8

Hue,i%e 7

Wr/i!$ 3r%ei!a* @4

Bui!e 77

Se*% E)'*1ed 44


83/107

G0er!)e!t er0i-e e)'*1ee 44

C#art6+@

I!ter'retati!Fr+ #! %" %r! $5!r+! "!r5i! !+6'*!! % B 4 #!r!"6!" %r! "/! % 2B 4 #! r!"6!" %r! #/"!-&i4!.

ANNUAL HOUSE HOLDS INCOME

TABLE6+<

Sr+ N+ Cate$r1 N+ % Re'!de!t 3er-e!ta$e

1 L!"" #% 2 '%" 3 3B

2 !&!! 2 ? '%" 1 1B

!&!! ? '%" 1? 1?B

3 Mr! #% '%" ? ?B

T%' 100 100B

%"! 100 r!"6!"


84/107

CHART6+<

I!ter'retati!Fr+ #! %" %/%' #/"!#' i+! i"

Y!" 1

N


85/107

CHART56+>

A,are!e a2ut HDFC LTD

I!ter'retati!56Fr+ #! %


86/107

GRA3H56 +

I!ter'retati!-T i!r6r! #! r!"6"! 4 #! 9/!"i", #! 4i$/r!" "#&" #% +" 4 #!

/"+!r" 4i #! 6r

HDFC LTD ??

P/%< N%i%' %; 1?

Ori!%' %; 4 C++!r! 0G


87/107

ICICI ANK 20

A* #!r 0

T /!r"% #! r!"6"! +r! !44!i5! % '"!'*, i #%"


88/107

H&!5!r, #! %%'*"i" "#&! #% #! 6!6'! 6r!4!r HDFC LTD 4r #+! '%

Ta2*e6+4

Sur-e % i!%r)ati! a2ut H)e La! S-#e)e

Sur-e % i!%r)ati! 3er-e!ta$e % -ut)er

N!&"6%6!r" 3

M%$%i!" 1

%!r"H%ri$"P%+6#'!" 11

Wr 4 +/# 20

A* #!r "/r! 03

CHART56+4 'er-e!ta$e % ur-e % i!%r)ati! a2ut #)e *a! -#e)e


89/107

Sur-e % i!%r)ati! a2ut H)e La! S-#e)e

I!ter'retati!-

T#! %% "#&" #% %r/ 20B 4 /"+!r" $ i4r+%i 4r+ "/r! 4 Wr4 M/# i# i'/!" i4r+%i 4r+ 4ri!", r!'%i5!", ''!%$/!" !. 3B 4 /"+!r" $ i4r+%i 4r+ !&"6%6!r", '* 1B 4 /"+!r" 4r+ +%$%i!" %3B 4 /"+!r" $ i4r+%i %


90/107

O'i!i! a2ut t#e er0i-e % HDFC LTD

Ser0i-e % HDFC LTD 3er-e!ta$e % -ut)er a$reei!$

Str!$*1

a$ree

A$ree Neutra* Dia$ree Str!$*1

dia$ree

%. Pr4!""i%''*+%%$!

B 10B 3B - -


91/107

O'i!i! % -ut)er a2ut HDFC LTD

I!ter'retati!56

C/"+!r" 4r+ HDFC LTD %r! 9/i! "%i"4i! 4r+ #!ir "!r5i!" 'i;! 9/!r*#%'i$ % /"+!r" "i%' r!"6"i


92/107

O'i!i! % -ut)er a2ut #)e *a! -#e)e

HDFC LTD 56

Ser0i-e % HDFC

LTD

3er-e!ta$e % -ut)er a$reei!$

Str!$*1

a$ree

A$ree Neutra* Dia$ree Str!$*1

dia$ree

%. A+/ 4 '% 0B ?B ?B - -


93/107

I!ter'retati!56

T#! %%'*"i" "#&" #% #! /"+!r" 4 HDFC LTD $%5! 0 6!r! 4 %+/ 4 '% % '!$%' 6r!!i$", ?B i!r!" r%!", 3?B 6r!!i$" % "!r5i!", ??B i"%''+!". S, /"+!r 4 HDFC LTD i $i5! r!"6"! r!$%ri$ #! "!r5i!" 4 #!


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COM3ANYQS NAMENO+OF

RES3ONDENTSP

HDFC LTD > >

ORIENTAL BANK OF

COMMERCE7 7

ICICI BANK 4 4

3NB > >

SBI 8 8

TOTAL 4 4

GRA3H56+48

NO+ OF RES3ONDENTS

INTER3RETATION56

Fr+ #! %


95/107

T#!r! %r! !5!r*#i$ i #! &r' #%" $ r

#/r'! i


96/107

CHA3TER64

FINDINGS


97/107

1. HDFC LTD #%5i$ $ " 4!' #% #! i!r!" r%!" %r! "+! % #i$#

?. S+! 4 #! /"+!r #%5i$ $ 4%i# 6ri5%!

. C/"+!r %&%r!!"" i" +!i/+ %


98/107

CHA3TER644

RECOMMENDATIONS AND SUGGESTIONS

T#ee u$$eti! #a0e 2ee! di-ued a %**,56


99/107

1) T ir!%"! #!ir /"+!r", #! HDFC LTD "#/' 6r5i! "6!i%'i!

"!r5i!" i #i" "!r. T#!"! "!r5i!" %

r "r/ #!ir r!%+ #+! %" !%r'* %" 6""i

#!'64/' i %r%i$ +r! /"+!r".

3) A'#/$# #! i!r!" r%!" "6!i4i r+", *! /"+!r" "!!; '!"" i!r!"

r%! i# % '&!r #!ir " 4 #/"!. S


100/107

11) T#! HDFC LTD "#/' r* 6r5i! 6r6!r ;&'!$! r!$%ri$

#!ir #+! '% "#!+!", !5! 6!6'! ;& %

&i''

CHA3TER647


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CHA3TER647

CONCLUSION


102/107

1) I +* "/* &! %+! ;& #% +%* 6!6'!" %r! i!r!"! %;! % #+! '% 4r+

HDFC LTD "r/ #!ir #+!".

2) H+! '%" #%5! '$ 6!ri ! +6%r! #!r 6!r"%' '%" % #!r '%". S

6!6'!" %r! 4/"! %;! % #+! '%.

) E5! #/$# #! i!r!" r%!" %r! #i$# 6!6'!" %r! &i''i$ %;! % '% 4r+ HDFC

LTD /! "+! r!%"".

3) T#! i!r!" r%!" %'" "+! % #i$# ! +6%r! #!r


103/107

BIBLIOGRA3HY

REFERENCES RE;IEWS


104/107

!r"%i D%5i(200), 7H+! !9/i* '%" % 6ri5%! +r$%$!

i"/r%! R!! Tr!" : P!i%' I+6'i%i"8, V'. N.2, A/$/" 200, P6. 31

?

Dr. R%$%r%% C. (2001), 7A Si+6'! Errr Crr!i M!' 4 H/"!

Pri!8./r%' 4 H/"i$ E+i" V'. 3, N. ,66 2G 3

F%i$ (12), 7T#! D!+% 4r H+! Mr$%$! D! "! (1), 7';i$ % 4r!"# %

WEB 3AGES56

#6&&&.#4ii%.+

#6&&&.#4ii%.+#!r"66/6!&"#4X4iXr!"/'X/!X0X0.#+'

&&&.#4.+

#6&&&.i'5!ii%.+r!%'-!"%!#/"i$-4i%!- +6%i!"#4.#+'

#6&&&.'%"!&".i4H+!-'%#4-#+!-'%"

http://www.hdfcindia.com/http://www.hdfcindia.com/others/popup/news/hdfc_fin_result_june_30_08.htmlhttp://www.hdfc.com/http://www.iloveindia.com/real-estate/housing-finance-http://www.loansnews.info/Home-loan/hdfc-home-loans/http://www.hdfcindia.com/http://www.hdfcindia.com/others/popup/news/hdfc_fin_result_june_30_08.htmlhttp://www.hdfc.com/http://www.iloveindia.com/real-estate/housing-finance-http://www.loansnews.info/Home-loan/hdfc-home-loans/


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UESTIONNAIRE


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Na)e5 ..

Addre5 ..

C!ta-t N 5( O) (M)

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2. A$! (%) !'& 0 (

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