It is fair to assume that the level of participation in a world economy depends on the capacity of business organisations to use technology efficiently. Conducting business in the world today is driven by information technology. Internet technology has changed various business activities and transactions. In the Internet age, the development of electronic commerce (EC) is considered a major indicator of the overall competitiveness of organisations. An EC marketing channel can bring customers more benefits such as greater shopping convenience and potentially lower prices. Today, most hotels have been forced by the market to consider adopting EC to carry out business processes more efficiently. Hence, the purpose of the study is to determine the determinants of EC adoption by hotels in South Africa. This study is based on Tornatzky and Fleicher’s (1990) technological, organizational and environmental (TOE) model that includes technological context, organisational context and environmental context. The TOE model has been widely used to examine the factors that influence organisational technology adoption. The research model looked at eight determinants, which are (1) relative advantage, (2) compatibility, (3) complexity, (4) organisational size, (5) technology knowledge, (6) managers’ attitudes towards EC, (7) information intensity and (8) competition. A quantitative research design was used and a questionnaire was used to collect data and answer the research questions in the study. Four hundred hotels were randomly selected from the three groups of hotels suggested by the South African Tourism office, i.e. (1) Tourism Grading council hotel listing, (2) Tshwane accommodation listing and (3) AA travel accommodation. A total of 332 questionnaires were collected for data analysis, which represents a 94.9% response rate. Descriptive statistics, correlational statistics, one way analysis of variance, (ANOVA), regression analysis, cross tabulation tests and multivariate analyses of variance (MANOVA) were used to analyse the data. The results indicated that all three contexts (TOE) were important in the decision of EC adoption by the hotels in South Africa. The findings indicated that not all the determinants used had a statistically significant relationship with the extent of EC adoption in the hotel industry. The researcher also found out that hotels were more concerned about the benefits of EC than the organisational ability to adopt EC, the hotels that had sufficient resources were more willing to adopt EC. The findings also indicated that managers’ attitude towards EC adoption is influential on the extent of EC adoption. Finally, findings indicated that there is a lot of pressure from suppliers and customers for the hotels to use EC. Even though the mangers that filled in the questionnaire were computer literate, technology knowledge of EC would help managers to realise which systems are most appropriate.

The management style and the communication practice of a hotel management often determine to an extent the behaviour of employees and eventually, the quality of service as well as the performance of the hotel. The objective of this study is to explore the management styles and the communication practices of hotel managers by investigating how it is perceived by hotel employees in Johannesburg and Pretoria, in South Africa. A cross-sectional survey design was used in which a five point Likert scale self-administered questionnaire was used to collect data from 250 respondents who were randomly selected from 60 hotels. The results show that there is a racial imbalance in the distribution of managerial positions within the hotels. The democratic management (32.8%), paternalistic management (25.2%) and the walk around management (23.2%) styles were perceived by respondents to be the most utilised management styles in hotels. Majority of the respondents (72 %) either agree or strongly agree that the main purpose of communication in their company is to get employees to behave in the way top management wants them to do so. In addition, the majority of respondents (60%) also indicated that the communication style of their superiors either never or rarely lead to employee empowerment. The one-way communication from management to other employees (top-up) is the most predominant form of communication among Pretoria and Johannesburg hotels / Colleges of Economic and Management Sciences / M.A. (Consumer Science)

Thesis (MBA (Business Management))--Stellenbosch University, 2008. / The objective of this specific research report is to analyse the internet marketing function within the South African tourism industry. Furthermore, the hotel industry is analysed to establish how the introduction of the internet changed the playing field in terms of marketing and how customer behaviour has changed over the past 13 years with the introduction of the internet to the already established global distribution systems (GOS) and computer reservation systems (CRS). An in-depth literature review is conducted to analyse the marketing function in general, after which an analysis in terms of production and services organisation is discussed. Here, the focus is on the 4 P and 7 P marketing mix theories of Michael Porter. The influence of the internet on the service marketing mix is discussed with specific reference to the luxury hotel industry. The specific research and interviews conducted in this study are focused on the luxury hotel industry in the Cape Town city area. Focus areas of the interviews with the specialist in the industry are on the following: • Influence of the internet on customer relationship management • Influence of the internet on the relationship between the luxury hotels and intermediaries • Influence of the internet on marketing functions such as cost and service. The findings of the primary research in the interviews are then compared to the findings in the literature review and recommendations and managerial implications are drawn in the final chapter of the research report.

Thesis (MBA (Business Management))--Stellenbosch University, 2008. / ENGLISH ABSTRACT: The aim of this study was to determine approaches to CRM within the luxury hotel sector in Cape Town in order to add value not only to guests, but to all stakeholders of the hotel. This was done by conducting a literature review, supported by a sound base of primary research. The findings proved that CRM theory holds true for most luxury hotels and the notion that luxury hotels in modern times cannot afford to be without a CRM initiative, was underpinned. Furthermore, the concept of an aligned strategy and vision in terms of a hotel's CRM approach was found to be integral. Staff buy-in and co-operation are of utmost importance for any hotel property implementing a CRM initiative. Additionally, training and education on the importance of CRM was highlighted as an important factor to get all staff on board. Management needs to become customer relationship management experts themselves in order to inspire and motivate staff to excel at building relationships with guests. Moreover, the common mistake of hotels to place greater impetus on CRM technology than training and lack of leveraging CRM investments was examined as some of the main reasons for the failure of CRM initiatives. Although CRM technologies are extremely powerful tools and may facilitate a hotel's CRM strategy, they cannot be viewed in isolation and made responsible for the success of such a programme. Training is vital to enable staff to use these systems optimally and to turn guest data into gold. The importance of people was also emphasised in the light of personalisation of service; having the correct staff with an aptitude for guest service and hospitality is imperative. Lastly, the concept of customer-centric processes and systems was stressed. Everything a hotel does in terms of CRM efforts should be derived from the notion of guest satisfaction. Guest satisfaction is the one essential element that will enable a hotel to flourish and enjoy a firm base of repeat business. Repeat business is the most rewarding type of business for a hotel as it means that guests are satisfied with their service and will promote the hotel to others at no additional cost to the hotel. / AFRIKAANSE OPSOMMING: Die doel van hierdie navorsingstuk was om die houding van luukse hotelle in Kaapstad teenoor kliënte verhoudingsbestuur (KVB) te bepaal en vas te stel hoe alle aandeelhouers van die hotel voordeel kan trek uit KVB. Die doelwit was bereik met behulp van primêre en sekondêre navorsing. Die bevindinge het bewys dat KVB teoreties waarde toevoeg tot meeste luukse hotelle. Die feit is geboekstaaf dat luukse hotelle nie sonder KVB kan oorleef nie. Dit was ook gevind dat 'n geintegreerde strategie en visie van uiterste belang is in KVB in hotelle. Personeel samewerking en entoesiasme is ook uitgelig as belangrike elemente wat die sukses van KVB bepaal. In hierdie opsig, was opleiding 'n integrale faktor tot die bevordering van personeel deelname. Die bestuur van hotelle moet self kundiges raak op die gebied van KVB om sodoende personeel te inspireer en motiveer om ook waardevolle kliënteverhoudinge te bou. Algemene foute wat hotelle begaan in terme van KVB is die feit dat meer klem gelê word op KVB tegnologie as op opleiding en dat die opbrengs op die inisiële belegging in KVB nie in ag geneem word nie. Alhoewel KVB tegnologie van onskatbare waarde is om 'n hotel se KVB strategie suksesvol te maak, kan die sukses van so 'n strategie nie alleenlik daaraan toegeskryf word nie. Ten einde die personeel te bemagtig om hierdie sisteme optimaal te benut, moet opleiding weereens as 'n area van belang beklemtoon word. Nog 'n prioriteit is die kwaliteit van personeel wat aangestel word; personeel moet 'n natuurlike aanvoeling hê vir kliënte diens en persoonlike interaksie.

M. Tech. Tourism and Hospitality Management / This study aims to determine and evaluate which hotel attributes are deemed important by hotel customers and managers in Gauteng. This knowledge will help hotel managers identify which aspects of the hotel services they should improve upon and to which ones they should devote less time. By doing this, hoteliers will be able to meet customers needs with improved level of satisfaction and loyalty, which will contributes to increased revenue.

Thesis (MTech (Quality (Faculty of Engineering)))--Cape Peninsula University of Technology, 2009. / Customer satisfaction is one of the most important strategic mechanisms of best practice hotel organisations. Daily, managers and employees are continuously faced with the challenges of establishing and maintaining customer satisfaction. The purpose of this study is to seek and identify measures that can be used in the hospitality industry for purposes of assessing and evaluating customer satisfaction and customer service effectiveness. The results from the research will enable hotel owners, managers and decision makers to identify the best practices in customer service design, culminating in customer value. The primary objective of this study is to assess customer expectations and perceptions of service quality in Cape Town based hotels, and to identify the gaps between client expectations and perceptions. This will be used as a basis to investigate the challenges that Cape Town hotels experience pertaining to internal and external customer strategy development and satisfaction. These identified challenges will be used as learning opportunities for improvement in aspects of quality and to establish a usable model for the organisation (hotels) from which strategies can be developed for the effective management of customer relations, and to ensure that customer expectations of service quality are met. The researcher will use SERVQUAL and the Analytic Hierarchy Process (AHP) scoring method to rate the customer’s level of satisfaction with each service attribute into an overall service performance of each hotel. The researcher will recommend an appropriate quality improvement mechanism to measure, analyse and improve processes in the hospitality industry.

Thesis (MTech (Business Administration))--Cape Peninsula University of Technology, 2017. / The study identifies and examines evidence on how customer loyalty is influenced by hotel product innovation. This examination helps to understand differentiation and the competitive benefits of innovation in product and loyalty for such innovation. The innovation influence provides rationale to extend product innovation as a strategy to differentiate, compete, and gain loyalty in the hotel industry. With increased competition in the hospitality industry, the examination of hotel product innovation becomes imperative for both practical and theoretical relevance. This examination was done using a survey method to collect data from 242 travellers who visited Cape Town, stayed in a graded hotel, and visited Kirstenbosch Gardens during the period of the study. This quantitative survey was supported by data triangulation approach with respondents chosen using systematic random sampling. The semi-structured questionnaire comprised mainly closed-ended and a few open-ended questions. The study found that hotel product innovation has greater influence on customer loyalty and hotel choice. However, not all product innovations have the same level of influence, and not all influences are statistically significant. Therefore, the degree of influence was found to be a useful enabler of competitive and loyalty strategy in the hospitality industry.

Thesis (MTech (Cost and Management Accounting))--Cape Peninsula University of Technology, 2018. / Small and Medium Enterprises (SMEs) operating in the hotel industry in South Africa are perceived to be failing/underperforming partly due to their reluctance to use Non-Financial Performance Measures (NFPMs). The main purpose of this study was to determine the extent to which SMEs in the hotel industry use three categories of NFPMs, namely; customer oriented, internal business process as well as learning and innovation, for running their businesses. This objective requires quantitative data to determine the percentage of SMEs in the hotel sector that make use of NFPMS. Specifically, the study aimed to determine the types of NFPMs used by the SMEs, the purposes for which these measures are used, the perceived effectiveness of the NFPMs currently used, as well as the factors that inhibit SMEs from using NFPMs. To this end, a questionnaire survey was administered on owners/managers of 100 hotels operating in the Cape Metropole. Purposeful sampling method was employed. Test of reliability of questionnaire was done during the experimental stage to ensure the stability, consistence, repeatability, or reproduction of the same results if questionnaires were to be administered to the same population using the same methodology at different times. The results of the study revealed that customer oriented measures were the most frequently used NFPMs, while learning and innovation related measures were the least frequently used NFPMs by the sampled SMEs. Concerning the purpose for which SMEs use NFPMs, the results revealed that SMEs used the NFPMs mainly for: improving the profitability of their business, improving productivity and effectiveness, as well as for improving decision–making. As far as the perceived effectiveness of the NFPMs currently used by SMEs, the results revealed that customer oriented measures were perceived by the sampled respondents to be the most effective of the three NFPMs. With respect to the factors inhibiting SMEs’ use of NFPMs, the results revealed that the main factors were high cost of implementing these measures, incomparability of the measures to those of other SMEs due to their entity specific nature, difficulty in quantifying the NFPMs measures, as well as employee resistance. This study fills a gap in the literature by making a significant contribution on the usage of NFPMs by SMEs. The study provides useful information on the usage of NFPMs that the Department of Small Business Development and Small Enterprise Development agency(SEDA) can use to inform the development of interventions aimed at reducing SMEs’ failure. These findings may also help SMEs to improve their usage of NFPMs in order to capitalise on the benefits gained from using these measures. Furthermore, these findings may help SMEs to overcome the factors that inhibit them from using NFPMs.

Thesis (MTech (Tourism and Hospitality Management))--Cape Peninsula University of Technology, 2009 / The City of Cape Town implemented water restrictions from November 2004 and all residents in Cape Town had to rethink their water management practices. In the context of global environmental initiatives, this was a positive move as South Africans need to change the way water is used in line with global environmental practices. The increasing emphasis for the hospitality industry to “green the business” and implement environmental management practices forms the basis of this research project. The study focused on what water management practices are currently being utilised in selected Cape Town hotels. Initiatives available to assist the hospitality industry in South Africa were also researched to determine what assistance there is for local hoteliers who are implementing water management practices. An objective of the study was the inclusion of recommendations that hoteliers can use as a starting point when implementing water management practices. The study focused on a study amongst selected three, four and five star graded hotels in the central business district of Cape Town and Waterfront. Quantitative methods were used to generate data relating to the research objectives. A questionnaire was administered to representatives of the sampled 44 hotels to determine current water management practices. Guests within the sample group received a separate questionnaire to determine their perceptions with regard to water management practices in South African hotels. The data was analysed using the Statistical Package for the Social Science (SPSS). The findings of the study showed that South African hoteliers are starting to “green the business” and guests to South Africa do view environmental issues as a factor when choosing accommodation.

Text in both English and Afrikaans / Since the early 2000s, the tourism industry in South Africa has experienced phenomenal change and, concomitantly, the hospitality industry has also seen significant growth. This growth has been driven by factors such as the increased demand for hospitality in both the leisure and the business markets. The hotel industry has immensely been benefited. The Tourism Business Index’s report released quarterly by the Tourism Business Council of South Africa, indicating that the revenue received from each available room in the hotel sector increased significantly from 2009. Tourism research has revealed that, globally, the hospitality industry is among the largest employers of labour. The hospitality industry, especially the hotel sector, works hand in hand with tourism. Tourists traveling to a destination require accommodation which is generally provided by hotels. If the tourist is to have a good experience, it is vital that the tourist organisation and the hotel communicate so as to exchange information. Integrated marketing communication (IMC) has been described as a concept that many organisations adopt in order both to coordinate the operation of the organisation effectively and to increase the bottom line. In IMC, also creates synergy within an organisation and paves the way for consistent messages to be sent out to the organisation’s target audience. The aim of this study was to analyse the use of IMC by the View Boutique Hotel in Johannesburg, South Africa. To analyse the IMC at the hotel, in-depth interviews were conducted with both marketing staff and guests. In the aspect of planned messages, the outcome of the study revealed that the hotel uses marketing communication tools on a limited scale and, that to ensure message consistency the manager handles all external communication activities. However, the study also showed that ensuring message consistency should be the responsibility of everyone employed in the hotel. With regard to the product messages, the study showed that guests were negatively disposed towards the food, beverages, entertainment and recreation offered by the hotel. However, the service messages of the study indicated that the hotel’s service quality was good and that the staff were responsive to the needs of the guests. In respect of unplanned messages, the study showed that the hotel was receiving limited coverage from the media and that word of mouth communication was an effective tool in the hotel’s communication toolbox. On the whole, thus, it may be said that the study underscores the centrality of IMC as an instrument for creating and nurturing the relations between the hotel and its quests. It is anticipated that the outcome of this study should provide hotels such as the View Boutique Hotel with guidance in regard to utilising IMC to its full potential to make sure that there is message consistency and also to optimise communication impact. / Sedert die vroeë 2000's het die toerismebedryf in Suid-Afrika 'n merkwaardige verandering ondergaan, en daarmee saam het die gasvryheidsbedryf aansienlike groei getoon. Hierdie groei is aangevuur deur faktore soos die toenemende vraag na gasvryheid in die ontspannings- en sakemark. Die hotelbedryf het baie hierby gebaat. Volgens die besigheidsindeks vir toerisme wat kwartaalliks deur die Toerismebesigheidsraad van Suid-Afrika vrygestel word, het die inkomste uit elke beskikbare kamer in die hotelbedryf sedert 2009 aansienlik toegeneem. Navorsing oor toerisme het getoon dat die gasvryheidsbedryf wêreldwyd die meeste werk verskaf. Die gasvryheidsbedryf, en veral die hotelbedryf, gaan hand aan hand met toerisme. Toeriste wat na 'n bestemming reis het akkommodasie nodig wat oor die algemeen deur hotelle gebied word. Om te verseker dat toeriste positiewe belewenisse het, is dit kritiek dat toeriste-organisasies en hotelle kommunikeer om inligting uit te ruil. Geïntegreerde bemarkingskommunikasie word beskryf as 'n konsep wat baie organisasies aanneem om die bedryf van die organisasie effektief te koördineer en die netto wins te verhoog. Geïntegreerde bemarkingskommunikasie skep medewerking in 'n organisasie en baan die weg vir konsekwente boodskappe wat aan die organisasie se teikengehoor uitgedra word. Die doel van hierdie studie was om die gebruik van geïntegreerde bemarkingskommunikasie by die View Boutique Hotel in Johannesburg, Suid-Afrika, te ondersoek. In die ondersoek van die geïntegreerde bemarkingskommunikasie by die hotel is diepgaande onderhoude met bemarkingspersoneel en gaste gevoer. Ten opsigte van beplande kommunikasie het die studie bevind dat die hotel bemarkingskommunikasie-instrumente op beperkte skaal gebruik, en om te verseker dat die kommunikasie konsekwent is, hanteer die bestuurder alle eksterne kommunikasie-aktiwiteite. Die studie het egter ook getoon dat dit elke werknemer by die hotel se verantwoordelikheid is om konsekwente kommunikasie te verseker. Met verwysing na produkkommunikasie het die studie getoon dat die gaste negatief ingestel was oor die kos, drankies, vermaaklikheid en ontspanning wat by die hotel aangebied is. Die studie het egter bevind dat die diens by die hotel goed was en dat die personeel goed op die gaste se behoeftes gereageer het. Met betrekking tot ix onbeplande kommunikasie het die studie getoon dat die hotel beperkte dekking in die media geniet en dat mondelinge kommunikasie 'n doeltreffende instrument in die hotel se arsenaal is. Oor die algemeen kan daar gesê word dat die studie die sentraliteit van geïntegreerde bemarkingskommunikasie onderskryf as instrument vir die skep en uitbou van verhoudings tussen die hotel en sy gaste. Die resultate van hierdie studie behoort aan hotelle soos die View Boutique Hotel riglyne te bied oor hoe geïntegreerde bemarkingskommunikasie ten volle benut kan word om konsekwente kommunikasie te verseker, en om die impak van kommunikasie te optimeer. / Communication Science / M.A.(Psychology)