Resumo

ANCHUNDIA, Lindsay Rangel. Analysis of the online reputation of the Luxury Hotels of the city of Manta. Revista San Gregorio [online]. 2019, n.33, pp.12-23. ISSN 2528-7907.  https://doi.org/10.36097/rsan.v1i33.883.

The purpose of this research is to analyze the content of the opinions expressed in the fan pages of the Facebook platform of each of the hotels under study and on the Tripadvisor.com page, which were generated in the period January 2017 - September 2017 The study is characterized as a qualitative and quantitative research, oriented to the behavior of the consumer, for which it uses as a qualitative technique, the content analysis, and as a quantitative technique the univariate analysis with the calculation of the central tendency (average) of the qualifications of the service. As a result of the research, the information obtained in the platforms analyzed generates valuable information on the management of luxury hotels in the city of Manta; It was also evident, but three of the four hotels analyzed do not apply an adequate process in the treatment of comments.

Palavras-chave : Content analysis; opinion status analysis; social networks; Hotel Oro Verde; Hotel Poseidón; Hotel Sail Plaza; Hotel Mantahost; hotel service quality..

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