Resumen

TAPIA CRUZ, Mauro Octavio. THE INTELLECTUAL CAPITAL ELEMENTAL FACTOR FOR THE QUALITY OF SERVICES AND SATISFACTION OF USERS OF THE PROVINCIAL MUNICIPALITY OF PUNO. Comuni@cción [online]. 2016, vol.7, n.1, pp.5-15. ISSN 2219-7168.

This paper focuses on intellectual capital as a basic factor for the quality of services and satisfaction of users of the Provincial Municipality of Puno in the period 2015 to this human capital is analyzed, the structural capital, capital management and the provision of services to citizens. The importance of the issue is that the lack of a genuine process of national decentralization, the absence of a plan of human capital development in municipalities, insufficient economic resources and bureaucratic local and traditional management a social problem become that often they explode into social conflicts. The methodology used was not experimental quantitative. The technique was structured survey and document review, the instruments used were the questionnaire questions and the sheet document review. Analysis and interpretation of the data obtained is concluded that intellectual capital substantially affects the levels of quality and satisfaction of users.

Palabras clave : Intellectual Capital; Quality of Service; User satisfaction.

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