[IEEE 2020 15th Iberian Conference on Information Systems and Technologies (CISTI) - Sevilla, Spain (2020.6.24-2020.6.27)] 2020 15th Iberian Conference on Information Systems and Technologies (CISTI) - 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

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