Impact of Organisational Management Practices on Employee Performance and Tourist Satisfaction: A Study into Travel Establishments

Özet

Purpose – This paper sets out to develop and confirm a research model in a quantitative setting which tests the relationships between the organisational management practices, tour guiding services, and tourist satisfaction in the context of Turkish tourism business cycle. Specifically, this paper aims to shed light on the data obtained from tourist guides and tourists and then seeks to reveal the organisational factor that will pave the way for enhance tourist guide performance and tourist satisfaction alike.
Design/methodology/approach – This study employs a quantitative and explanatory research design. In order to test the proposed relationships between hidden factors, a survey-based, cross-sectional research design was used. The model was chosen as the main analytical method because it allows for the simultaneous estimation of multiple relationships between variables. This approach provides strong tests for how well the model fits the data and how well it predicts outcomes.
Results – The positive relationship between Organisational Management Practices and Tour Guide Performance suggests that guides who perceive greater support and opportunities for development reciprocate through higher engagement and service quality. Tour Guide Performance enhances Tourist Satisfaction and Behavioural Intentions, which supports the tour guide’s role in shaping tourists’ evaluations. The direct effect of Organisational Management Practices on Tourist Satisfaction reveals that organisational structures indirectly shape tourist perceptions.
Discussion – The findings underscore that tourist satisfaction is not only a reflection of individual performance but also of the organizational environment that enables such performance. Travel agencies, therefore, play a crucial role in designing and maintaining management systems that motivate and empower tour guides. This study reinforces the notion that organisational excellence begins with people, and in package tours, tourist guides stand at the very heart of the visitor experience.