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

Asencio P.M.M.; Esparza-Huamanchumo R.M.; Cordova-Buiza F.; Luna V.G.L. · Lecture Notes in Networks and Systems (2025) · DOI: 10.1007/978-3-031-93550-3_7

Resumen

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. © The Author(s), under exclusive license to Springer Nature Switzerland AG 2025.

Instituciones: Universidad San Ignacio de Loyola; Universidad Privada del Norte