The tourism sector is undergoing many very significant changes. In addition to adapting to an interactive society, the use of quality must be incorporated as a competitive strategy. It also has the challenge of promoting excellence. The Internet is an easily accessible source of information and by using it, hotel establishments can easily find out their consumers’ requirements. This document aims to explore the main factors for luxury hotels that affect tourist satisfaction by studying users’ online reviews. This research investigates the importance of opting for a competitive strategy of excellence, which specializes in total customer satisfaction. To do this, this research analyzes the comments made on Internet by tourists at luxury hotels and uses the QSR (Qualitative Solutions and Research International) qualitative analysis software called NVivo to study the comments made when the tourists are highly satisfied. From this analysis, the items that these types of tourists value most highly are identified.

Purpose This paper aims to outline a map of all the research that exists on mobile technology and tourism archived in the two main databases worldwide (Web of Science and Scopus). Accordingly, with the identification of all the scientific articles that deal with both mobile technology and tourism, the authors seek to ascertain the evolution of mobile technology in the tourism sector through the years, countries, universities and authors and determine the various collaborations brought about between authors, universities, institutions and/or companies in various research projects. Finally, it also allows the authors to distinguish the main topics under study within the scope of ‘mobile tourism’. Design/methodology/approach A mixed methodology has been carried out. The search focused on the principal databases of bibliographic references and citations of periodical publications, such as articles from scientific journals, books and other types of printed material. Once the results were obtained in the respective databases, it was necessary to be able to work with them. In this respect, the authors had to extract the relevant data and dump it in a bibliographic reference manager, for which they chose Mendeley. After this, the tabulation of data was performed in Excel and tables and graphs were created from all the data collected. Findings The main results obtained and analyzed are the number of articles per year, countries and universities. In the same way, it is interesting to highlight the number of countries and universities that participate in each article under study. On the other hand, an analysis has been carried out regarding the number of articles per author, as well as the topics dealt with in the different articles. Originality/value This analysis reveals the role that has been played by mobile phones in tourism since the first scientific article was recorded in 2002. In this regard, in recent years there has been a significant increase in the number of articles, finally resulting in moderate figures in relation to countries (40) and universities (233) that have formed part of the subject matter under study. In contrast to other areas of research in tourism, the relevance of this subject is therefore evident, as is the need for greater background knowledge to establish research models adapted to the new reality of tourism in a world of ever-increasing mobility.

Purpose This paper aims to outline a map of all the research that exists on mobile technology and tourism archived in the two main databases worldwide (Web of Science and Scopus). Accordingly, with the identification of all the scientific articles that deal with both mobile technology and tourism, the authors seek to ascertain the evolution of mobile technology in the tourism sector through the years, countries, universities and authors and determine the various collaborations brought about between authors, universities, institutions and/or companies in various research projects. Finally, it also allows the authors to distinguish the main topics under study within the scope of ‘mobile tourism’. Design/methodology/approach A mixed methodology has been carried out. The search focused on the principal databases of bibliographic references and citations of periodical publications, such as articles from scientific journals, books and other types of printed material. Once the results were obtained in the respective databases, it was necessary to be able to work with them. In this respect, the authors had to extract the relevant data and dump it in a bibliographic reference manager, for which they chose Mendeley. After this, the tabulation of data was performed in Excel and tables and graphs were created from all the data collected. Findings The main results obtained and analyzed are the number of articles per year, countries and universities. In the same way, it is interesting to highlight the number of countries and universities that participate in each article under study. On the other hand, an analysis has been carried out regarding the number of articles per author, as well as the topics dealt with in the different articles. Originality/value This analysis reveals the role that has been played by mobile phones in tourism since the first scientific article was recorded in 2002. In this regard, in recent years there has been a significant increase in the number of articles, finally resulting in moderate figures in relation to countries (40) and universities (233) that have formed part of the subject matter under study. In contrast to other areas of research in tourism, the relevance of this subject is therefore evident, as is the need for greater background knowledge to establish research models adapted to the new reality of tourism in a world of ever-increasing mobility.

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RESUMEN -El presente análisis se ha centrado en la valoración de la calidad web de los hoteles de 5 estrellas de Madrid; todo ello utilizando como herramienta principal y única al índice de calidad web (IEW), mediante el cual se pudo conocer la idoneidad y la calidad de cada una de las webs analizadas. Siendo las características a las que refiere este análisis: la accesibilidad, la velocidad, la navegabilidad y usabilidad, y la calidad del contenido de las webs. Todas estas categorías, con sus referentes ítems, y en el caso del contenido, con sus respectivos ítems y sub-categorías: contenido informativo, transaccional y contractual. Se han obtenido en el análisis tras aplicar dicho índice, resultados bastantes favorables para cada una de las webs analizadas, siendo más o menos favorables según la web y sus características individuales.Palabras clave: Turismo; Calidad web; Web sites; Interfaz web; Web 2.0.ABSTRACT -The present analysis has focused on the assessment of the web quality of 5 star hotels in Madrid; Using as a main and unique tool the web quality index (IEW), through which it was possible to know the suitability and quality of each of the analyzed webs. Being the characteristics to which this analysis refers: the accessibility, the speed, the navigability and usability, and the quality of the content of the webs. All these categories, with their referring items, and in the case of the content, with their respective items and sub-categories: information content, transactional and contractual. We obtained in the analysis after applying this index, quite favorable results for each of the analyzed webs, being more or less favorable according to the web and its individual characteristics. INTRODUCCIÓNCon el nacimiento del Internet y posteriormente, de la World Wide Web, la forma en la que las personas interactúan, se relacionan y evolucionan ha cambiado radicalmente. No se puede decir que Internet posea una larga historia comparada con otros fenómenos, sin embargo, a pesar de su corta existencia ha tenido un desarrollo rápido y cuidadoso. Hoy en día se ha convertido en parte fundamental de cada organización y de la sociedad en general, ya que ha pasado a considerarse una herramienta que permite y facilita la comunicación, pero que también abre las puertas hacia un sin número de actividades.De cara al sector del turismo, Rastrollo y Alarcón (1999), afirman que la aparición de Internet ha tenido gran influencia en todas las etapas del proceso de decisión de compra del consumidor. Además, consideran que se ven afectadas todas las etapas de dicho proceso, desde la consideración del deseo de viajar, a la post-compra del viaje, pasando por la búsqueda de información y evaluación de posibles alternativas, es decir, decisión de compra, acto de compra y finalmente post-compra.En el campo del Marketing (KOTLER, 1998), se considera que Internet ha introducido cambios en las denominadas "4 p": Product, Price, Place, Promotion, ya que afecta, a la promoción y a la distribución; afirmando que "Internet se ha convertid...