Abstract in English, Sepedi and Zulu / The people with the greatest stake in Orphan and Vulnerable Children (OVC) interventions are the children and their parents/guardians. Unfortunately, most OVC programmes are predesigned and implemented without considering beneficiaries’ perceptions when developing solutions (ALI 2007:15). The purpose of this study was to explore and describe the perceptions of orphans and vulnerable children’s parents/guardians about the effectiveness of Future Families’ children programme in Olievenhoutbosch. This study used a qualitative, explorative and descriptive design. Thirteen parents/guardians of children registered with the Future Families were interviewed on the effectiveness of the Future Families programme using a semi-structure interview guide. The study results suggested that parents/guardians were happy with Future Families’ services and believed the programme is effective in responding to their families’ needs / Abantu abathinteka kakhulu ekungeneleni kokuphathelene nezintandane kanye nabantwana abasengcupheni (ama-OVC) ngabantwana kanye nabazali noma abaqaphi. Ngeshwa, izinhlelo eziningi zama-OVC zenziwe futhi ziqala ukusetshenziswa ngaphandle kokucabangela imibono yalabo okumele bahlomule kwizisombululo zokuthuthukisa (ALI 2007: 15). Inhloso yalolu cwaningo kwakuwukuhlola nokuchaza imibono yabazali nabaqaphi bama-OVC mayelana nokusebenza kohlelo lwabantwana olunikezwa yiFuture Families e-Olievenhoutbosch. Kwasetshenziswa uhlelo oluhlolayo noluchazayo kulolu cwaningo. Abazali abayishumi nesishiyagalolunye noma abaqaphi babantwana ababhalisiwe kwaFuture Families, okuyinhlangano engenzi nzuzo ehlinzeka izinsizakalo kuma-OVC nakubantu abaneHIV/AIDS noma abahlukumezekayo ngenxa yalokho, babuzwa imibuzo kusetshenziwa umhlahlandela wemibuzo ehlelekile kwezinye izindawo ukuze baveze imibono yabo maqondana nokusebenza ngempumelelo kohlelo lweFuture Families. Imiphumela yalolu cwaningo iphakamise ukuthi abazali nabaqaphi bagculisekile ngemisebenzi ehlinzekwa yiFuture Families, futhi bakholwa ukuthi lolu hlelo lusebenza ngempumelelo ukubhekana nezidingo zemindeni yabo. / Batho ba ba nago le setseka se segolo go ditseno ka bogare tša Bana ba Ditšhiwana le bao ba lego Kotsing (OVC) ke bana le batswadi/bahlokomedi ba bona. Ka bomadimabe, mananeo a mantši a OVC a akanyetšwa pele le go phethagatšwa ntle le go tšeela šedi maikutlo a batho ba ba tlago holega ge go naganišišwa ditharollo (ALI 2007:15). Morero wa thuto ye e be e le go hlohlomiša le go hlaloša maikutlo a ditšhiwana le batswadi/bahlokomedi ba bana ba ba lego kotsing mabapi le go šoma gabotse ga lenaneo la bana la Malapa a ka Moso (FF) kua Olievenhoutbosch. Thuto ye e šomišitše moakanyetšo wa khwalitheithifi, wa go hlohlomiša le wa go hlaloša. Batswadi/bahlokomedi ba 13 ba bana ba ba ingwadišitšego le Malapa a ka Moso ba ile ba botšišwa dipotšišo mabapi le go šoma gabotse ga lenaneo la Malapa a ka Moso ka go šomiša mokgwa wa dinyakišišo wa go botšiša dipotšišo. Dipoelo tša thuto di šišintše gore batswadi/bahlokomedi ba be ba thabile ka ditirelo tša FF le go dumela gore lenaneo le šoma gabotse ka go iphetolela go dinyakwa tša malapa a bona. / Health Studies / M.P.H.

Abstracts in English, Southern Sotho and Zulu / The primary objective of the study was to explore customers’ perceptions of the service quality provided in the hotel industry, in Pretoria. Considering the growth of the hotel industry in Pretoria, this study revealed that customers expect to receive a high level of service quality, which will lead to customer satisfaction and produce a positive perception of hotel service. An exploratory research design was adopted in this study and qualitative data were collected through interviewing customers of a hotel. In terms of limitations, this study was conducted at one selected hotel in Pretoria. Atlas.ti software was used to analyse collected data. The analysis of the data identified a number of specific themes that were relevant to shaping the perceptions of the respondents, in terms of service quality and their satisfaction with the service quality received. The themes supported existing literature in terms of the factors influencing perceptions of service and the specific influences within those themes were elaborated on, leading to recommendations for managing service quality perceptions in the hotel industry. / Maikemišetšomagolo a dinyakišišo e bile go utolla maikutlo a badiriši mabapi le boleng bja ditirelo tše di abiwago ka intastering ya dihotele ka Pretoria. Ka ge di hlokometše kgolo ya intasteri ya dihotele ka Pretoria, dinyakišišo tše di utollotše gore ba emetše go hwetša ditirelo tša boleng, tšeo di tlago feletša ka go kgotsofala ga badiriši le go tšweletša maikutlo a makaone a tirelo ya dihotele. Tlhamo ya dinyakišišo tša go utolla e dirišitšwe ka mo dinyakišišong tše gomme tshedimošo ya boleng e kgobokeditšwe ka go botšiša badiriši ba dihotele dipotšišo. Mabapi le mellwane, dinyakišišo tše di dirilwe ka hoteleng e tee yeo e kgethilwego ka Pretoria. Softewere ya Atlas.ti e šomišitšwe go sekaseka tshedimošo ye e kgobokeditšwego. Tshekatsheko ya tshedimošo e utollotše merero ye mmalwa ye itšego yeo e bego e le maleba mabapi le go beakanya maikutlo a baarabi, mabapi le boleng bja ditirelo le go kgotsofala ga bona mabapi le boleng bja ditirelo tšeo di hweditšwego. Merero e thekgile dingwalwa tše di lego gona mabapi le mabaka ao a huetšago maikutlo ka ga ditirelo gomme dikhuetšo tše itšego ka gare ga merero yeo di hlathollotšwe, gomme se sa feletša ka ditšhišinyo tša go laola maikutlo ka ga boleng bja ditirelo ka intastering ya dihotele. / Inhloso enkulu yalolu cwaningo kwakuwukuhlola imibono yamakhasimende ngekhwalithi yesevisi enikezwa embonini yamahhotela, ePitoli. Uma kubhekwa ukukhula komkhakha wamahhotela ePitoli, lolu cwaningo luveze ukuthi amakhasimende alindele ukuthola izinga eliphakeme lezinsizakalo, okuzoholela ekwanelisekeni kwamakhasimende futhi kuveze umbono omuhle wensizakalo yamahhotela. Lolu cwaningo oluchazayo lwamukelwe kanti lakhelwe phezulu kwemininingwane ebhekelele ubunjalo besimo yaqoqwa ngokuxoxisana namakhasimende asehhotela. Ngokwemikhawulo, lolu cwaningo lwenziwe ehhotela elilodwa elikhethiwe ePitoli. Kusetshenziswe isofthiweye noma uhlelo lokusebenza elibizwa nge-Atlas.ti ukuhlaziya imininingwane eqoqiwe. Ukuhlaziywa kwedatha kukhombe izingqikithi ezithile ebezifanele ukwakhela imibono yabaphenduli, ngokuya ngekhwalithi yesevisi nokweneliseka kwazo ngekhwalithi yesevisi etholakele. Izindikimba zisekele imibhalo ekhona ngokwezinto ezinomthelela emibonweni yesevisi kanye nemithelela ethize kulezo zingqikithi yachazwa kabanzi, okuholela ezincomweni zokuphatha imibono yekhwalithi yesevisi embonini yamahhotela. / Business Management / M. Com. (Business Management)