Tour Operators and their Influence on Overall Tourist Satisfaction: An Analysis of Management and Service Quality

Patricia Mabel Morales Asencio; Rosse Marie Esparza-Huamanchumo; Franklin Cordova-Buiza; Valeria Gabriela Lévano Luna

doi:10.1007/978-3-031-93550-3_7

Tour Operators and their Influence on Overall Tourist Satisfaction: An Analysis of Management and Service Quality

Patricia Mabel Morales Asencio
, Rosse Marie Esparza-Huamanchumo
, Franklin Cordova-Buiza
, Valeria Gabriela Lévano Luna

Universidad San Ignacio de Loyola

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › peer-review

Abstract

This research aims to determine how the role of tour operators contributes to the achievement of customer satisfaction through the management and quality of tourism services. The research has a quantitative approach; online surveys were conducted for tour operators and customers who used the services of travel agencies in the city of Trujillo - Peru, in the first quarter of the year 2020. The sample consisted of 5 specialized tour operators and 223 customers to determine the role of tour operators in their advisory and production functions. It is concluded that the correct development of the management and application of Tour Operators’ roles have a positive impact on customer satisfaction and, by default, on business profitability.

Original language	English
Title of host publication	Trends in the ICTs Toward Tourism, Hospitality and Gastronomy
Editors	Jezreel Mejía, Hector Cardona Reyes, José Álvarez-García, María de la Cruz del Río-Rama, Rosse Marie Esparza-Huamanchumo
Pages	63-74
Number of pages	12
DOIs	https://doi.org/10.1007/978-3-031-93550-3_7
State	Published - 2025
Event	International Tourism, Hospitality and Gastronomy Congress, ITHGC 2022 - La Molina, Peru Duration: 27 Oct 2022 → 28 Oct 2022

Publication series

Name	Lecture Notes in Networks and Systems
Volume	1451 LNNS
ISSN (Print)	2367-3370
ISSN (Electronic)	2367-3389

Conference

Conference	International Tourism, Hospitality and Gastronomy Congress, ITHGC 2022
Country/Territory	Peru
City	La Molina
Period	27/10/22 → 28/10/22

Keywords

Tour Operator
customer satisfaction
management
service quality

Access to Document

10.1007/978-3-031-93550-3_7

Cite this

Asencio, P. M. M., Esparza-Huamanchumo, R. M., Cordova-Buiza, F., & Luna, V. G. L. (2025). Tour Operators and their Influence on Overall Tourist Satisfaction: An Analysis of Management and Service Quality. In J. Mejía, H. Cardona Reyes, J. Álvarez-García, M. D. L. C. del Río-Rama, & R. M. Esparza-Huamanchumo (Eds.), Trends in the ICTs Toward Tourism, Hospitality and Gastronomy (pp. 63-74). (Lecture Notes in Networks and Systems; Vol. 1451 LNNS). https://doi.org/10.1007/978-3-031-93550-3_7

Asencio, Patricia Mabel Morales ; Esparza-Huamanchumo, Rosse Marie ; Cordova-Buiza, Franklin et al. / Tour Operators and their Influence on Overall Tourist Satisfaction : An Analysis of Management and Service Quality. Trends in the ICTs Toward Tourism, Hospitality and Gastronomy. editor / Jezreel Mejía ; Hector Cardona Reyes ; José Álvarez-García ; María de la Cruz del Río-Rama ; Rosse Marie Esparza-Huamanchumo. 2025. pp. 63-74 (Lecture Notes in Networks and Systems).

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title = "Tour Operators and their Influence on Overall Tourist Satisfaction: An Analysis of Management and Service Quality",

abstract = "This research aims to determine how the role of tour operators contributes to the achievement of customer satisfaction through the management and quality of tourism services. The research has a quantitative approach; online surveys were conducted for tour operators and customers who used the services of travel agencies in the city of Trujillo - Peru, in the first quarter of the year 2020. The sample consisted of 5 specialized tour operators and 223 customers to determine the role of tour operators in their advisory and production functions. It is concluded that the correct development of the management and application of Tour Operators{\textquoteright} roles have a positive impact on customer satisfaction and, by default, on business profitability.",

keywords = "Tour Operator, customer satisfaction, management, service quality",

author = "Asencio, \{Patricia Mabel Morales\} and Esparza-Huamanchumo, \{Rosse Marie\} and Franklin Cordova-Buiza and Luna, \{Valeria Gabriela L{\'e}vano\}",

note = "Publisher Copyright: {\textcopyright} The Author(s), under exclusive license to Springer Nature Switzerland AG 2025.; International Tourism, Hospitality and Gastronomy Congress, ITHGC 2022 ; Conference date: 27-10-2022 Through 28-10-2022",

year = "2025",

doi = "10.1007/978-3-031-93550-3\_7",

language = "English",

isbn = "9783031935497",

series = "Lecture Notes in Networks and Systems",

pages = "63--74",

editor = "Jezreel Mej{\'i}a and \{Cardona Reyes\}, Hector and Jos{\'e} {\'A}lvarez-Garc{\'i}a and \{del R{\'i}o-Rama\}, \{Mar{\'i}a de la Cruz\} and Esparza-Huamanchumo, \{Rosse Marie\}",

booktitle = "Trends in the ICTs Toward Tourism, Hospitality and Gastronomy",

}

Asencio, PMM, Esparza-Huamanchumo, RM, Cordova-Buiza, F & Luna, VGL 2025, Tour Operators and their Influence on Overall Tourist Satisfaction: An Analysis of Management and Service Quality. in J Mejía, H Cardona Reyes, J Álvarez-García, MDLC del Río-Rama & RM Esparza-Huamanchumo (eds), Trends in the ICTs Toward Tourism, Hospitality and Gastronomy. Lecture Notes in Networks and Systems, vol. 1451 LNNS, pp. 63-74, International Tourism, Hospitality and Gastronomy Congress, ITHGC 2022, La Molina, Peru, 27/10/22. https://doi.org/10.1007/978-3-031-93550-3_7

Tour Operators and their Influence on Overall Tourist Satisfaction: An Analysis of Management and Service Quality. / Asencio, Patricia Mabel Morales; Esparza-Huamanchumo, Rosse Marie; Cordova-Buiza, Franklin et al.
Trends in the ICTs Toward Tourism, Hospitality and Gastronomy. ed. / Jezreel Mejía; Hector Cardona Reyes; José Álvarez-García; María de la Cruz del Río-Rama; Rosse Marie Esparza-Huamanchumo. 2025. p. 63-74 (Lecture Notes in Networks and Systems; Vol. 1451 LNNS).

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › peer-review

TY - GEN

T1 - Tour Operators and their Influence on Overall Tourist Satisfaction

T2 - International Tourism, Hospitality and Gastronomy Congress, ITHGC 2022

AU - Asencio, Patricia Mabel Morales

AU - Esparza-Huamanchumo, Rosse Marie

AU - Cordova-Buiza, Franklin

AU - Luna, Valeria Gabriela Lévano

N1 - Publisher Copyright: © The Author(s), under exclusive license to Springer Nature Switzerland AG 2025.

PY - 2025

Y1 - 2025

N2 - This research aims to determine how the role of tour operators contributes to the achievement of customer satisfaction through the management and quality of tourism services. The research has a quantitative approach; online surveys were conducted for tour operators and customers who used the services of travel agencies in the city of Trujillo - Peru, in the first quarter of the year 2020. The sample consisted of 5 specialized tour operators and 223 customers to determine the role of tour operators in their advisory and production functions. It is concluded that the correct development of the management and application of Tour Operators’ roles have a positive impact on customer satisfaction and, by default, on business profitability.

AB - This research aims to determine how the role of tour operators contributes to the achievement of customer satisfaction through the management and quality of tourism services. The research has a quantitative approach; online surveys were conducted for tour operators and customers who used the services of travel agencies in the city of Trujillo - Peru, in the first quarter of the year 2020. The sample consisted of 5 specialized tour operators and 223 customers to determine the role of tour operators in their advisory and production functions. It is concluded that the correct development of the management and application of Tour Operators’ roles have a positive impact on customer satisfaction and, by default, on business profitability.

KW - Tour Operator

KW - customer satisfaction

KW - management

KW - service quality

UR - https://www.scopus.com/pages/publications/105013020706

U2 - 10.1007/978-3-031-93550-3_7

DO - 10.1007/978-3-031-93550-3_7

M3 - Conference contribution

AN - SCOPUS:105013020706

SN - 9783031935497

T3 - Lecture Notes in Networks and Systems

SP - 63

EP - 74

BT - Trends in the ICTs Toward Tourism, Hospitality and Gastronomy

A2 - Mejía, Jezreel

A2 - Cardona Reyes, Hector

A2 - Álvarez-García, José

A2 - del Río-Rama, María de la Cruz

A2 - Esparza-Huamanchumo, Rosse Marie

Y2 - 27 October 2022 through 28 October 2022

ER -

Asencio PMM, Esparza-Huamanchumo RM, Cordova-Buiza F, Luna VGL. Tour Operators and their Influence on Overall Tourist Satisfaction: An Analysis of Management and Service Quality. In Mejía J, Cardona Reyes H, Álvarez-García J, del Río-Rama MDLC, Esparza-Huamanchumo RM, editors, Trends in the ICTs Toward Tourism, Hospitality and Gastronomy. 2025. p. 63-74. (Lecture Notes in Networks and Systems). doi: 10.1007/978-3-031-93550-3_7

Tour Operators and their Influence on Overall Tourist Satisfaction: An Analysis of Management and Service Quality

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