Web System for Document Automation in a Tourism Company

Linett Velasquez-Jimenez (), Claudia Marrujo-Ingunza (), Santiago Rubiños-Jimenez (), Juan Grados-Gamarra () and Herbert Grados-Espinoza ()
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Linett Velasquez-Jimenez: Universidad de Ciencias y Humanidades (UCH), Department of Engineering, Image Processing Research Laboratory (INTI-Lab)
Claudia Marrujo-Ingunza: Universidad de Ciencias y Humanidades (UCH), Department of Engineering, Image Processing Research Laboratory (INTI-Lab)
Santiago Rubiños-Jimenez: Universidad Cesar Vallejo (UCV), Department of Industrial Engineering, Faculty of Engineering and Architecture
Juan Grados-Gamarra: Universidad Nacional del Callao (UNAC), Department of Electrical Engineering, Faculty of Electrical and Electronic Engineering (FIEE)
Herbert Grados-Espinoza: Universidad Nacional del Callao (UNAC), Department of Engineering, Faculty of Industrial and Systems Engineering (FIIS)

Chapter 13 in Management, Tourism, and Smart Technologies, Vol 2, 2026, pp 163-176 from Springer

Abstract: Abstract This study aims to analyze and address the operational challenges faced by a local tourism company in its sales and reservation processes, specifically those arising from errors and delays caused by the manual management of itineraries, quotations, and bookings. The research fills a gap in the field of process automation in tourism companies, where there is a lack of quantitative evidence on the impact of digitalization on operational efficiency, cost reduction, and improvement in service quality. To achieve the objectives, a quantitative research design of a pre-experimental type was employed, evaluating 30 documents before and after the implementation of a web system that automates these processes. The results revealed significant improvements: itinerary generation times were reduced by 35%, quotations by 38%, and reservations by 53%. Additionally, there was a reduction in costs associated with the generation of these documents, with savings of 19.5 soles for itineraries, 31.2 soles for quotations, and 11.7 soles for reservations. These results demonstrate that the implementation of the web system effectively contributes to optimizing key operational processes within the company, improving not only response times but also the accuracy and quality of the service provided to clients. In conclusion, this research provides an effective solution to the issues arising from manual processes in companies in the tourism sector, demonstrating that the automation of operational tasks is fundamental for the growth and sustainability of organizations.

Keywords: Automation; Digitalization of documents; Itineraries; Reservations; Tourism; Web system (search for similar items in EconPapers)
Date: 2026
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DOI: 10.1007/978-3-032-24600-4_13

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