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Evaluación de la calidad del servicio percibido por los clientes de la sucursal 5532 del Banco Popular de Ahorro de Ciego de Ávila

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Figura 1.1 El proceso de producción de un servicio como sistema  Fuente: Adaptado de Eiglier y Langeard (1993)
Figura 1.2. La calidad total percibida.
Figura 1.3. Un modelo de evaluación del contacto de servicio.
Figura 1.4. El modelo conceptual de la calidad de los servicios  Fuente: Nguyen (1991)
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