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Evaluación de la percepción del desempeño y la satisfacción de los usuarios de Servicios Municipales en la Ciudad de Arequipa caso: Municipalidad Distrital de José Luis Bustamante y Rivero

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Academic year: 2020

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Figure

Figura 1: Pasos a seguir para la determinación de la Calidad de Servicio
Figura 11: Factores que influyen en las expectativas que tienen los clientes del servicio
Figura 12: Niveles de contacto del cliente con las organizaciones de servicios
Figura 13: El sistema de marketing de servicios para un servicio de alto contacto
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