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Use of Social Networks and Development of the Servqual Method in the hotels of I, II, III, IV and v category of the city of Loja as tools for continuous improvement on tourism industry

Abstract:

This article presents the use of social networks and the development of the Servqual method as an objective to analyze the quality of service in hotels in I, II, III, IV and V category in the city of Loja. Likewise, concepts related to quality and service based on the needs and requirements of customers are presented, thus, having knowledge of perceptions and expectations should be the starting point to measure the quality of service and thus promote the tourist industry of the town. Finally, the conclusions and recommendations that the investigation has reached are presented.