What is E-Satisfaction

This research seeks to understand the type of influence that the hotel sector in Portugal can achieve in its consumers, being the tourism sector an area in constant growth. To that end, a qualitative methodology was adopted, using semi-structured interviews, as a data collection tool to understand the type of use that hotels attribute to social networks, as well as the results obtained from their practices. In the investigation nine hotels were analyzed, presenting a diversified sample between the participants in terms of capacity, as well as recognition, proving that, in a general way, social networks help in the divulgation of the hotel, presenting these as a direct channel for consumers, facilitating brand exposure as well as interaction with customers.