Médias Sociaux et E-Réputation - Cas de la Chaîne Hôtelière Marriott Algérie -

Abstract

Social media are becoming increasingly important in the hotel sector, enabling hotels to share informations and stay in constant interaction with customers. This study focuses on the impact of social media on the e-reputation of Marriott hotels in Algeria, and how the electronic word-of-mouth influences can influence the online reputation of these hotels. We carried out a qualitative study by observing the social media of Marriott hotels, and a quantitative study by interviewing 125 customers with experience or knowledge of the establishments. Data processing was carried out using SmartPLS software, and we confirmed our hypotheses and validated that social media have a strong influence on the e- reputation of Marriott establishments.