The former Transkei region of the Eastern Cape of South Africa, in common with many of the other former Bantustans, is currently facing a developmental backlog. It is one of the poorest regions of the country and is a direct product of South Africa’s history of colonisation and geopolitical nature of apartheid in which people were forcibly located onto former tribal lands, called Bantustans. Tourism is one of the few business opportunities providing employment along the former Transkei coast. The tourism industry has been identified by many worldwide as a key strategy that can lead to economic upliftment, community development and poverty relief in the developing world. The predicament however, lies in the challenge of accepting or managing the negative consequences of tourism for the potential long term benefits offered by tourism-led development. Tourism development theory reflects development theory from traditional, top-down economic-growth based models to a more wide based approach with an emphasis on bottom-up planning, meeting of basic human need and a focus on sustainable development. Consequentially new and alternative forms of tourism have emerged and can be viewed as a response to some of the negative consequences of the mass tourism-led model of economic development. Backpacker tourism is one niche of the tourism market that is providing positive local socioeconomic benefits. This thesis is presented as a case study of Mdumbi Backpackers on the former Transkei coast. Mdumbi Backpackers is a unique example of a model of tourism that is providing meaningful benefits to the people who live in this community. By going one step further with the creation of the non-profit organisation Transcape, their involvement in the community has grown significantly, encouraging positive and sustainable development in the areas of social development, education and health. Mdumbi Backpackers goes beyond the notions of locally owned and sustainable approaches and actively encourages development by setting up community organisations and initiatives in a sustainable and equitable way. This approach to tourism-led development is well suited for the needs and objectives of the community as well preserving the natural environment. This thesis presents an exemplary example from which lessons can be learned and applied to developing tourism in a sustainable and equitable way in other rural communities.

Thesis (M. Tech.(Tourism and Hospitality Management)) -- Central university of Technology, Free State, 2010 / Globally, tourism is increasingly referred to as the world's biggest industry. As tourism increases so the consumer’s demand for quality in all its related products and services increase. Superior customer service can therefore be viewed as one of the most effective strategies to create a sustainable competitive advantage. The delivery of excellent service is crucial if a tourism destination such as the Sol Plaatje Municipal Area in the Northern Cape, South Africa, is to enhance its visitors’ experience and ensure their extended stay. One of the key constraints to tourism growth that has been identified is the lack of product and service quality. The primary goal of the study therefore was to investigate the perceptions of tourists on the quality of tourism service in the Sol Plaatje Area. Another primary goal was to determine the quality of service by conducting unstructured interviews with role-players in the local tourism industry. Secondary objectives were set, namely to determine the service needs of foreign and domestic tourists, and to make recommendations and suggestions to increase service quality in the Sol Plaatje Area. A questionnaire was used as a measuring instrument and distributed to domestic and foreign tourists. Three sampling points were selected to conduct the survey (250 questionnaires), namely the departure hall of Kimberley Airport, the Big Hole and the McGregor Museum. Results indicated that although the majority of tourists (83.4% of domestic and 93.8% of foreign respondents) were generally satisfied with the service they received and would promote the Sol Plaatje Municipal Area as a tourist destination, a large number of respondents (32.1%) rated their satisfaction with service delivery as average to poor. This is an indication that improvement is needed in the delivery of quality service. Unstructured interviews (conducted by the researcher) with 20 major role-players in the local tourism industry indicated that the majority (60%) perceived the service delivery in the Sol Plaatje Municipal Area as average to poor and not exceeding the expectations of tourists. Overall, the results indicated the need for the Sol Plaatje Municipal Area to improve its tourism service delivery in order to exceed tourist expectations and compete with other destinations locally and abroad. The findings of this study contribute valuable information and insights into the quality of service delivery in the Sol Plaatje Municipal Area. It will therefore be beneficial to all tourism stakeholders to provide visitors with the best service experience in the Sol Plaatje Municipal Area.

Tourism is one of the largest industries in the world. Since the 1980s the role of tourism as a means of achieving the objectives of economic development has received prominence within the sustainable development paradigm. This dissertation examines the role of international tourism in achieving the objectives of economic development in terms of its impact on key social and economic variables, such as the balance of payments, inflation, employment and the social fabric of host communities. It also examines the constraints facing international tourism, such as the effect of perceptions on tourism flows and the powerful position of multinationals in influencing the tourist decision-making process. The success of the international tourism industry in selected countries is assessed and the relative position of the South African tourist offering is highlighted in an attempt to draw lessons for the future development of the industry in South Africa. / Economics / M. A. (Economics)

Submitted in fulfilment of the requirements for the degree of Master of Technology: Marketing, Durban University of Technology, Durban, South Africa, 2015. / The study was undertaken to establish to what extent the use of e-marketing has impacted on the Midlands Meander Association (MMA) members relationship with their customers and influenced their business performance (during the period August 2013 to January 2014). As stated in the literature review, the utilisation of technology and e-marketing are important areas of future research. The literature review incorporates various studies such as Mathfield (2000), Lourens (2007) and McLaren (2011) which focus on the MMA members and their customers. Moreover, the literature review includes a discussion of several definitions of e-marketing, while the importance of a number of e-marketing techniques was examined. The study was an empirical, descriptive investigation which applied a mixed methods approach. The study utilised three types of data collection methods: online survey, telephone interviews and the analysis of public domain documentation. The research found an extensive difference between how the various MMA members implemented e-marketing within their businesses. The research showed that e-marketing was not utilised or exploited by the majority of the MMA members to its full potential. Also, the study revealed the need for the MMA members to increase their utilisation of social media, search engine optimiser and complementary links to other websites in order to realise the advantages which may be gained. The study found that over half of the MMA members held a moderately positive perception of e-marketing and that the members’ ages might impact on their perceptions of e-marketing. The research suggested that the majority of the respondents recognised that their business performance had increased due to the use of e-marketing. Furthermore, the research found that two thirds of the MMA members acknowledged the importance of e-marketing to connect and build relationships with their customers. Finally, the research highlighted the need for future research to be undertaken to incorporate other tourism routes within South Africa in order to examine the use of e-marketing and its effect on both customer relationships and business performance.

Submitted in fulfilment of the requirements of the Degree: Doctor of Technology: Quality, Durban University of Technology, 2012. / There is extensive focus on the practical performance of ecotourism in respect of environmentally invasive activities and the satisfaction of ecotourists in South Africa. Therefore, the purpose of the study was to evaluate the impact of quality management practices on service quality in the accommodation sector serving ecotourism destinations in KwaZulu-Natal. The study was conducted at 58 hotels within a 50 kilometre proximity to ecotourism development regions of KwaZulu-Natal province. Two separate self-administered questionnaires were designed for the hotel managers and for their guests. A quantitative approach and a census of 58 managers were conducted and the guest response of 587 was obtained using convenience sampling. The results revealed that there are mismatches in guests’ actual experience on the variables of interest for customer service quality and the importance they attach to each variable. The experience-importance findings show that most guests rated their experiences above the importance they attach to those experiences. Little attention has been paid to hotel service quality research pertaining specifically to quality-related performance. This study fills this gap by identifying congruent hotel service quality attributes and relating these to management performance by analysing the importance of these attributes for hotel-guests seeking experiences of the natural environment. The results of the study offer measures for ecotourism service quality enhancement for the ecotourists experience at the hotels and a starting point for hotel managers to optimise the service quality growth and development while protecting the resources on which they are based. Quality function deployment has emerged as a significant tool to guide hotel managers in ecotourism destinations to attain planned levels of guest service quality and formulate a well-informed and systematic framework that will advance strategies for service quality enhancement.

This research focused on adventure tourism in KZN. The adventurer traveller is interested in remote pristine hotspots. A concern is that irresponsible behaviour on the adventurer’s part could lead to the destruction of the fragile natural environment, as well as negatively interfere with the local traditional cultural values. Adventure hotspots were identified by using the functionalities of a GIS. These findings were validated by tourism practitioners in KZN. The researcher also proposed a practical solution that could improve or enhance the behaviour of adventurers. Existing media were collated into information prompts. These information prompts were categorised in tables that could be linked to a mobile GIS environment. The researcher then examined the framework requirements for a mobile GIS. This resulted in a set of seven criteria that brought together the core essentials required for the conceptual framework of a mobile GIS device dedicated to the adventurer in KZN. / Geography / M.A. (Geography)

Thesis (MA (Political Science. International Studies))--University of Stellenbosch, 2005. / Tourism is regarded as the world’s largest industry. The various contributions the industry can make towards the global economy and towards creating employment has been acknowledged. In South Africa, sport has been used as a method of nation building and a way of building the country’s national prestige since its re-entry into the global community. The two sectors, tourism and sports, accompany with them the potential to create employment and generate economic spin-offs, as well as enhancing the quality of life for citizens. In light of the many benefits that sport and tourism can generate, South Africa has attempted to host and participate in numerous sports events. Since the end of apartheid, it has hosted several international sporting events, which include the Rugby World Cup in 1995 and the Cricket World Cup in 2003 as well as continental sporting events such as the Africa Cup of Nations in 1996. South Africa has also hosted international events of a smaller degree, which include the Presidents Cup 2003, held in George in the Western Cape. Golf tourism in the Garden Route in particular has escalated to a large degree. Some of the top golf courses can be found there and thus the Western Cape province is closely linked to the golf industry. The main focus of this study is to explore the impact that the Presidents Cup had on the town of George, its community members as well as its contribution towards the tourism industry. It attempts to investigate whether the event generated economic spin offs and whether it has resulted in development for the town and its people. Through a series of face- to- face interviews, the study explores what the perceptions are among key stakeholders in the community concerning the economic and other spin offs. One of the key findings is that the event has contributed to the escalation of various new golf estates in and around George and these has left community members disgruntled. This has resulted in provincial government placing a moratorium on any further development of golf estates along the Garden Route. It has also amounted to property values rising, making it difficult for the locals to afford proper housing. In an attempt to adequately address the issues that have been raised and to preserve and maintain the natural environment for future generations, it is the contention of this study that sustainable development is pivotal. If implemented in a proper way it can have far reaching benefits for all.

Thesis (MPhil)--Stellenbosch University, 2005. / ENGLISH ABSTRACT: This study analyses the impact of crime on sustainable tourism growth in the Western Cape. It investigates tourists' perceptions of crime in the province and the role of the media in creating or influencing these perceptions. This study also provides an overview of the most important government initiatives and policies that have been undertaken and implemented at local, provincial and national levels. These policies are discussed and evaluated to determine whether it has in fact brought or encouraged sustainable tourism growth in the Western Cape. A survey, with a sample size of 25 respondents was undertaken during the period of April to June 2005 and comprised 13 tour operators, eight tourism bureaus and four travel agencies, which are all based in the Western Cape. The aim of the study was to gain insight into the travel motivations and patterns of the thousands of tourists that visit the province every year and their perceptions regarding crime, from the viewpoint of these primary producers (i.e. the travel intermediaries) in the tourism production system. Crime does not only affect residents, but also has an impact on tourist behaviour and deters visitors from visiting a country, as most tourists are risk-aversive and consider such factors when deciding on a destination. Only a small number of tourists are disappointed with the crime situation when visiting the Western Cape, but the majority of tourists still regard it as a serious problem, and possible deterrent, of the province. These perceptions do have a tendency to change more positively once tourists have visited the area. Nevertheless, respondents feel obliged to warn tourists against crime or give them advice about their safety and security. The various levels of government are committed towards improving safety and security in South Africa and numerous policies and initiatives have been developed and implemented. However, most do not specifically focus on crimes against tourists. Safety and security is considered as a prerequisite for a successful tourism industry, thus both local residents and tourists should receive equal attention with regards to safety and security from the government. However, many respondents are unaware of the existence of the government's initiatives to combat crime, which raises doubts about the effectiveness of these initiatives, their implementation and their intended benefits. The government should formulate comprehensive and constructive provincial policies in order to address the potentially detrimental impacts of crime on sustainable tourism growth in the Western Cape. / AFRIKAANSE OPSOMMING: Hierdie studie analiseer die impak van misdaad op volhoubare toerisme groei in die Wes-Kaap. Dit ondersoek toeriste se persepsies van misdaad in die provinsie en die rol van die media om hierdie persepsies te beinvloed. Die studie gee 'n oorsig oor die belangrikste regeringsinisiatiewe en -beleide wat geimplimenteer is op plaaslike, provinsiale and nasionale vlakke. Hierdie beleide word bespreek en geevalueer om vas te stel of dit daadwerklik volhoubare toerisme groei in die Wes-Kaap bewerkstellig en aanmoedig. 'n Opname met 'n steekproef van 25 respondente was onderneem gedurende April tot Junie 2005. Die steekproef sluit in 13 toer operateurs, agt toerismeburo's en vier reisagentskappe, almal gebasseer in die Wes-Kaap. Die doel van die studie was om insig te kry oor die motivering en reispatrone van die toeriste wat jaarliks die provinsie besoek, asook wat hul persepsies oor misdaad is soos waargeneem deur die primere produsente (d.w. s. reisbemiddelaars) in die toerisme produksiesisteem. Misdaad affekteer nie net inwoners nie, maar het ook 'n impak op toeriste se gedrag en kan selfs toeriste weerhou daarvan om die land te besoek, want veiligheid en sekuriteit is van die belangrikste oorwegingsfaktore wanneer daar besluit word om 'n land te besoek. Slegs 'n paar toeriste is teleurgesteld met die misdaad situasie wanneer hulle die Wes-Kaap besoek, maar die meerderheid beskou dit steeds as 'n ernstige probleem, of selfs afskrikmiddel, in die provinsie. Hierdie persepsies is geneig om te verander nadat die toeriste die area besoek het. Respondente beskou dit egter steeds as hul plig om toeriste teen misdaad te waarsku. Op verskeie vlakke van regering word daar voortdurend gestreef na veiligheid en sekuriteit in Suid-Afrika te verbeter. Verskeie regeringsbeleide en inisiatiewe is al ontwikkel en geimplimenteer, maar die meeste fokus nie spesifiek op misdaad teen toeriste nie. Veiligheid en sekuriteit word beskou as 'n voorvereiste vir 'n suksesvolle toerisme industrie, daarom moet beide inwoners en toeriste dieselfde aandag met betrekking tot veiligheid en sekuriteit van die regering ontvang. Dis egter kommerwekkend dat meeste van die respondente onbewus is van hierdie inisiatiewe om misdaad te bekamp. Die regering moet fokus daarop om 'n omvattende en konstruktiewe provinsiale beleid te formuleer om sodoende die nadelige impak van misdaad op volhoubare toerismegroei in die Wes-Kaap aan te spreek.

Thesis (PhD)--Stellenbosch University, 2013. / This study investigated the implementation of broad-based black economic empowerment (BBBEE) policy in the hotel industry of South Africa. BBBEE aims to accelerate the inclusion of black people into the economy through company ownership, human resource, and enterprise and community development. Although black people represent 91 per cent of South Africa’s population, the economy is controlled by a small white population. Studies have shown slow adoption and resistance to the BBBEE policy by the private sector, including in the hotel industry. Therefore, the research problem was the nature of compliance with, and the implementation of, black empowerment policy in the hotel industry. The main objective of the study was to investigate whether a framework for the effective implementation of black empowerment policy could be developed, given the centrality of hotels in the tourism value chain. The specific objectives were to determine the nature of the disconnect on BBBEE, to identify factors which facilitated or inhibited implementation, and to explore solutions for enhancing BBBEE implementation in the hotels. A quantitative investigation of 611 hotel general managers constituted the core of the dissertation’s content and contribution. Data from 178 respondents was analysed using descriptive and correlational statistical methods. The development of the quantitative research instrument was substantiated by the preliminary qualitative study of five hotel group executives. The mixed methods approach was appropriate for investigating the dual structure (group and unit) of the hotel industry. The results indicated that hotels were recording progress on human resource development although compliance levels did not meet the required BBBEE targets. On enterprise development, the hotels’ engagement with small black enterprises was low both quantitatively and qualitatively. Furthermore, hotel group leaders indicated that the tourism-specific BBBEE charter presented bureaucratic challenges, as tourism straddles several industries which required different BBBEE certification. The study has developed an empowerment framework of solutions for achieving success in BBBEE in hotels. The primary factors determining success are the provision of performance targets and incentives for general managers, and if the hotel manager supports BBBEE policy. Furthermore, exogenous factors such as the star rating and location of a hotel also impact on BBBEE implementation. A quantitative investigation of 611 hotel general managers constituted the core of the dissertation’s content and contribution. Data from 178 respondents was analysed using descriptive and correlational statistical methods. The development of the quantitative research instrument was substantiated by the preliminary qualitative study of five hotel group executives. The mixed methods approach was appropriate for investigating the dual structure (group and unit) of the hotel industry. The results indicated that hotels were recording progress on human resource development although compliance levels did not meet the required BBBEE targets. On enterprise development, the hotels’ engagement with small black enterprises was low both quantitatively and qualitatively. Furthermore, hotel group leaders indicated that the tourism-specific BBBEE charter presented bureaucratic challenges, as tourism straddles several industries which required different BBBEE certification. The study has developed an empowerment framework of solutions for achieving success in BBBEE in hotels. The primary factors determining success are the provision of performance targets and incentives for general managers, and if the hotel manager supports BBBEE policy. Furthermore, exogenous factors such as the star rating and location of a hotel also impact on BBBEE implementation. This study builds on, and adds value to previous studies by moving beyond the investigative mode to identifying practical policy options for successful transformation of the hotel industry. The proposed framework acknowledges the diverse nature of the tourism product, and provides potential solutions to enhance the hotel managers’ ability to anticipate and incorporate factors impacting on BBBEE implementation. The framework adds theoretical value to affirmative action discourse by suggesting a conceptual shift from a race-based approach to an alternative one which would incorporate sustainable tourism and ethical governance concerns. Such an approach would maximise BBBEE potential in the hotel industry of South Africa for beneficiaries and communities. Additional research is recommended to substantiate the hypothesis with a broader sample as the study was limited to hotel managers.

Thesis (MPhil)--Stellenbosch University, 2003. / ENGLISH ABSTRACT: This study is titled "Community participation and sustainable development in the establishment of the IAi-IAis/Richtersveld Transfrontier Conservation Park". lt encompasses the area and stakeholders on the South African side of the Transfrontier Conservation Park (TFCP), which falls within the Richtersveld municipal area. lt covers the whole process of the development of the IAi-IAis/Richtersveld TFCP, from its Conceptual Phase to the signing of the International Treaty to formally establish the IAi-IAis/Richtersveld TFCP1 . This development is expected to hold numerous benefits for the stakeholders that are involved in its process, especially job creation through increased tourism. lt is an exceptional project, as the main stakeholders are the communities who are the legal landowners of the Richtersveld National Park. The management structure of the IAi-IAis/Richtersveld TFCP allows full participation by the local communities through elected members from the four towns in the surrounding area (Khuboes, Eksteenfontein, Lekkersing and Sanddrift) as well as local pastoralists. The theoretical approach that will be used in this study is that of sustainable development. The key components required for sustainable social, economic, and environmental development will be discussed, and are used as yardsticks against which the actual process of establishment of the TFCP will be 'measured'. Participation is regarded as a main aspect of sustainable development and is highlighted in this study. The methodology that was employed included interviewing and participant observation as well as an in-depth documentary analysis of aspects of the TFCP. The benefits and value of the methods used is discussed, as well as the limitations of the study. / AFRIKAANSE OPSOMMING: Die titel van die studie is "Community participation and sustainable development in the establishment of the IAi-IAis/Richtersveld Transfrontier Conservation Park". Dit omvat die area en rolspelers aan die Suid-Afrikaanse kant van die oorgrenspark, wat binne die Richtersveld Munisipale area val. Dit dek die volledige proses van die ontwikkeling van die oorgrenspark, vanaf die Konsepsuele Fase tot en met die ondertekening van die lnternasionale Verdrag om die IAi-IAis/Richtersveld Oorgrenspark formeel tot stand te bring2 . Die verwagting is dat hierdie ontwikkeling veelvoudige voordele sal inhou vir diegene wat in die proses betrokke is, veral deur middel van werkskepping as gevolg van toenemende toerisme. Dit is 'n besondere projek aangesien die hoofrolspelers, die gemeenskappe, die wettige grondeienaars van die Richtersveld Nasionale Park is. Die bestuurstruktuur van die oorgrenspark laat volle deelname deur die gemeenskappe toe deur verkose lede van die vier dorpies in die area (Kuboes, Eksteenfontein, Lekkersing en Sanddrift) asook plaaslike veeboere. Die teoretiese benadering wat in hierdie studie gevolg word is 'volhoubare ontwikkeling'. Die hoofkomponente wat vereis word vir volhoubare sosiale, ekonomiese, en omgewingsontwikkeling word bespreek en word as maatstawwe gebruik waarteen die werklike proses van die totstandkoming van die IAi-IAis/Richtersveld oorgrenspark 'gemeet' word. Deelname word beskou as die hoofkomponent van volhoubare ontwikkeling en word uitgelig in hierdie studie. Die metodologie wat toegepas is, sluit onderhoudvoering, deelnemende waarneming en indiepte dokumentere analise van aspekte van die oorgrenspark in. Die voordele en waarde van hierdie metodes word bespreek, asook die beperkinge van die studie.