A thesis submitted to the Faculty of Arts in partial fulfilment of the requirements for the Degree of Doctor of Philosophy in the Centre for Recreation and Tourism at the University of Zululand, 2007. / It has been observed that the tourism industry is facing many challenges in KwaZulu-Natal. First and foremost, the ownership of tourism resources still does not reflect the demographics of the population of the province. Second, indigenous Zulu culture remains under-packaged for tourism purposes. The little that is packaged generally lacks cultural authenticity and the dignity associated with it. This research study has therefore, identified that Zulu culture is one of the most important reasons for patronage of foreign tourists. This was evident in comments coming from the filling-in of visitors' records at each of the tourist attractions. It became apparent that there is a general desire out there to learn more about Zulu culture and heritage. The fundamental objectives of this research inquiry are three-fold: (a) to identify the levels of engagement in systematic alignment between policy formulation and policy implementation in the tourism sector in KwaZulu-Natal; (b) to reveal the various recreation and tourism practices taking place and experienced at the three case-study sites of Impi YaseNcome Museum, the Spirit of eMakhosini Valley and the Inanda Heritage Route, all in KwaZulu-Natal; and (c) to determine the extent to which international benchmarking in tourism policy formulation has been adopted in the study area. To achieve these objectives the research adopted both a qualitative and quantitative approach, each of these approaches was expected to address the intangible and tangible aspects of the tourism attractions and resources in the study area. Analysing the materia! and non-materials facets of tourism is a challenge on its own, because the fields of recreation and tourism, are a fairly virgin field of study. The qualitative and quantitative approaches as applied in the empirical investigation of cultural and heritage tourism phenomena, are utilised and married in chapters five and six of this thesis. The findings of the study reveal that, although the tourism promotion strategies in KwaZulu-Natal centre around the concept of the Zulu Kingdom brand, there is general under-development of the very tourist attractions which would maximise the presence of Zulu culture on the ground. At Impi YaseNcome Museum, there is a static permanent exhibition. At the Spirit of eMakhosini, there is a misrepresentation of Zulu symbolism to be antiquated. The Inanda Heritage Route was found to be exceedingly underdeveloped. Considering that the study has found a deficiency in the systematic alignment between policy formulation and policy implementation in KwaZulu-Natal, it has nonetheless succeeded to put forward a theoretical model that seeks to align policy and practice in the context of achieving a broad based black economic development in the tourism sector. The model proposes the integration of policy, resources and the industry towards developing the community. The study has focused on the development and promotion of cultural tourism in KwaZulu-Natal, for the benefit of communities, through utilising cultural, heritage and historical resources. Moreover, the study has strongly recommended that the economic and development value of cultural tourism ought to be taken seriously by those involved with tourism policy development in the province, so as to be of benefit to one and all. In this regard the study raises many possibilities for further research. / University of Zululand

Submitted in fulfillment of the requirements for the degree of Masters of Technology: Tourism and Hospitality, Durban University of Technology, Durban, South Africa, 2017. / The past decades indicate enormous interest in tourism as a tool for regional economic development. However, it is not always clear if tourism creates a significant contribution to local destination communities, as, in most cases, benefits from tourism emerge slowly and usually accrue to certain groups within the community. This study is driven by the researcher’s desire in determining tourism’s contribution to local community development, and to seek ways in which the local indigenous community can enhance their standard of living through tourism. Hence, increased understanding of tourism’s contribution to community development is necessary to establish strategies to ensure that employees and community receive equal benefits from tourism. Therefore, the study sought to investigate ‘the contribution of tourism to local community development, using Shakaland Zulu Cultural Village (SZCV) as a case. A qualitative and quantitative approach was employed. However, more emphasis was placed on the qualitative approach. The study sample compromised of 84 purposely selected employees of SZCV. The data collected were coded and organised according to the interview questions and were analysed and interpreted according to five analytic categories that were based on the objectives of the study. The findings of the study indicated that: SZCV contributes to local community development; and SZCV has different tourism employment categories that improve the community’s livelihoods in Eshowe, including cultural dancers, cultural chief, traditional herbalist, sangoma, arts and craft workers, chefs, receptionist, reservationist, spaza shop retailer, food and beverage manager, front office manager, maintenance manager as well as cultural manager. The study further revealed that a few respondents received training for their positions; and that the majority of employees are involved in the decision-making process within the SZCV; however, this involvement was not at a strategic level. Furthermore, the study recomended that local community development in Eshowe needs to be improved especially through the diversification of the cultural village. This is attainable by forming a partnership with other tourism business in close proximity to the SZCV that attract a high volume of tourist, to increase the possible benefits to communities that are residing along SZCV. / M

A dissertation submitted to the Faculty of Arts in partial fulfillment of the requirements for Master's degree in Recreation and Tourism, in the Department of Recreation and Tourism at the University of Zululand, South Africa, 2010. / The study was conducted with the view of investigating community participation and benefits from tourism activities and facilities at the Umvoti Municipality. Though the uMvoti people could be perceived as not understanding tourism a human activity and its related benefits, most of them do not seem to participate in any tourism development activities taking place in the area. In an attempt to investigate the research problem, the following research objectives were formulated: (a) To investigate the degree to which the community understands the importance of the concept of tourism. (b) To ascertain the adequacy of the provision of tourism activities and facilities in the study area. (c) To identify the tourism participation patterns of the local community in terms of tourism activities and facilities found in the study area. (d) To reveal the perceived tourism benefits that the local community is expecting to enjoy in the study area, (e) To assess the perceived management strategies or practices, that are been used by the tourism authorities to promote tourism development in the uMvoti municipal area. The research methodology used in an attempt to execute the objectives of the research study involved a stratified sample size of 128 respondents, who were distributed in the uMvoti Local Municipality as follows : sample consisting of Tourism & Municipal officials [13], Tourists [18], tour operators [20] and local communityl"??]. Data was collected by means of questionnaires, which were analysed using the statistical package for the social sciences [SPSS] computer programme, available at the Department of Recreation and Tourism, University of Zululand. The findings of the study essentially revealed that there exists a positive perception towards tourism in the study area. The community has also displayed a variety of expectations since tourism has not achieved any remarkable development in the study area. The findings were that tourism facilities and activities in the study area were inadequately provided and unsatisfactory: there was also minimal to fair participation practice in tourism activities and facilities, mainly influenced by social and education variables. The tourism management practice in the study area were found to be ineffective and inadequate for encouraging community beneficiation. It was further discovered that, notwithstanding that the local community was aware of tourism activities and facilities in the study area, there were tangle and adequate benefits for the community, since they were for a long time excluded from enjoying the rewards of tourism. The community members tend to be sceptical, where there are no identifiable and observable improvements in their lifestyle. The research study finally came up with recommendations that were based on the outcomes of study. The study recommended that there must be heavy investment in skills training and education of the community in uMvoti area.

Submitted in fulfillment of the requirements of Master’s Degree in Technology: Tourism and Hospitality, Durban University of Technology, Durban, South Africa, 2016. / The primary aim of the study is to evaluate the community-based tourism model adopted by the Zulu-Mpophomeni Tourism Experience (ZMTE). ZMTE is a community-based tourism initiative that aims to provide visitors with a combined experience encompassing the elements of culture, history and nature. It is fully owned and managed by the Mpophomeni local residents. ZMTE is made up of different service providers including cultural and township tours, accommodation, restaurants as well as arts and crafts, which are all locally owned and managed. The inception of ZMTE was influenced by the growth in demand for authentic cultural and township experience by international markets as well as the immediate need to improve the livelihood of the local community. However, increased tourism activity results in a number of positive and negative implications to the area of Mpophomeni and its residents, primarily because the local community forms part of the tourism product. ZMTE is selected as a significant area of study due to its great potential for growth and has generated increased interest from different stakeholders within the tourism industry as well as the Mpophomeni local community. Its inception has largely improved tourism in the area of Mpophomeni and the province of KwaZulu-Natal in particular (KwaZulu-Natal Tourism Authority: 2012). The study findings are based on a sample of 280 Mpophomeni local community members, one managing director of the ZMTE and six establishments that are service providers of the ZMTE. The study adopted both quantitative and qualitative methods for data collection. Semi-structured questionnaires were used to obtain data from the Mpophomeni local community. Face- to-face interviews were conducted to obtain data from ZMTE service providers and one managing director of this project. The results suggest the ZMTE is not beneficial to the majority of the local people and a lot still needs to be done in order to improve its viability. The major factor contributing to the lack of positive contribution of the ZMTE to the local community is due to the lack of knowledge about approaches that the local people can adopt in order to be part of the ZMTE and benefit from it. Findings derived from this study will unveil the CBT model adopted by the ZMTE. This will enable to revelation of areas that require improvement within the ZMTE so that benefits and opportunities are exploited. / M

Submitted in fulfilment of the requirements for a Master’s Degree in: Tourism and Hospitality Management, Durban University of Technology, 2017. / This thesis discusses the concept of community participation and tourism development in KwaZulu-Natal using a case study of the Didima Resort and Umhlwazini community in Bergville, Drakensberg. In order to examine the research topic, the thesis scrutinizes the following key concepts: community participation in tourism development; tourism development initiatives for the local community of Umhlwazini; and, the contribution of tourism development towards community enhancement. The research was guided by four research objectives: (1) To investigate the level of understanding and awareness that the Umhlwazini community have regarding tourism development and the importance of community participation; (2) To investigate whether there is active community participation and whether there are tourism development initiatives or practices the resort authority is offering to the local community; (3) To ascertain strategies employed by Didima Resort to encourage maximum participation of communities for development of tourism at Umhlwazini; and, (4) To identify problems that hinder the community's participation in tourism development at Umhlwazini. The outcomes from the interviews indicate that the majority of the Umhlwazini community members are willing and interested in participating in the development of the tourism initiatives happening at Didima Resort and within their community. Currently, the community's participation in tourism development in their area is predominantly at the level of temporary jobs which are occasionally offered to unskilled labour. Work opportunities for skilled workers are non-existent so that not even a single member from the community is part of the Didima Resort management team. Recommendations arising from the study include but are not limited to the following: There must be a vigorous, selfless and mutual cooperation between the following role players; Amangwane Traditional Council, Ezemvelo KwaZulu-Natal Wildlife (Didima), Ingonyama Trust, Okhahlamba local municipality and the community of Umhlwazini. This association will ensure that the interests of the community are taken into account and that the community is part and parcel of any tourism development projects taking place in the Umhlwazini area. There is an obligation for community enhancement programs such as tourism awareness campaigns and tourism seminars in the Umhlwazini community. Ezemvelo KwaZulu-Natal Wildlife (EKZNW) must put more effort into advertising and promoting community products such as bicycle hire and handcraft work. That effort can increase the visibility and sales of such community products. Community problems appear to be more noticeable than benefits. Some of the problems identified are: the lack of jobs from Didima Resort; no improvement in the infrastructure of the community; local artistic talent is not utilised during mega events happening at Didima. The lack of tourism awareness and education was identified as two main causal factors that impede community participation in tourism development, as well as the breakdown of communication between Ezemvelo KwaZulu-Natal Wildlife and Umhlwazini leadership (traditional council and contemporary political councillor). According to the outcomes derived from analysis of the data from interviews, this research study concludes that local community members desire to play an active role in the tourism development process of Didima and Umhlwazini. In general, community members want to see decisions about tourism development in their area made co-operatively by Ezemvelo KwaZulu-Natal Wildlife, Okhahlamba municipality and local leaders (Amangwane Traditional Council) in consultation with the local community of Umhlwazini. They also want to be recipients of tourism benefits and want transparency regarding the community levy fund which is meant to support community projects. This research study further concludes that there is great potential for community participation in tourism development initiatives at Umhlwazini community and Didima Resort. There are various tourism opportunities for the community which can be explored including a traditional restaurant and a cultural village which would benefit the community immensely. The community of Umhlwazini needs to be empowered with knowledge, business skills and financial assistance to start business ventures. It is only when the local community benefits financially that their participation in tourism development will become meaningful to them. / M

Submitted in fulfilment of the requirements of Master's Degree in Technology: Tourism and Hospitality, Durban University of Technology, 2010. / Tourism is playing an increasingly important role in the local national economy. The outstanding beauty of the northern Drakensberg is a prime tourist attraction in KwaZulu-Natal, attracting a regular flow of tourists throughout the year (Drakensberg Tourism, 2007). The primary objective of this research is to investigate whether the benefits of tourism that are supposed to be reaped by the local community of Bergville, exist. If so, what are these benefits? There might be people from the local community, who are working within the tourism sector, but what are the types of jobs that they do, their level of job-satisfaction, and the extent to which they are able to earn a living from employment within the tourism sector? Do they have the necessary skills and training to allow them to make a successful career within sector? The White Paper on the Development and Promotion of Tourism (DEAT, 1996), states that with any tourism development in the local communities, local people should be involved in the decision making. They should be trained if they lack the necessary skills required to participate in that development. All these issues are relevant to Bergville as the region has a lot of tourism development, and it is a place that integrates tourism and conservation. The results and conclusions of this study are based on a sample of 307 members of the Bergville local community and 15 local tourism establishments including hotels, Bed and Breakfasts and community tourism organisations. The results suggest that tourism has a greater potential for job creation in the area, that the local community lack the requisite skills and understanding to fully reap the benefits that tourism can bring to their community and that the local tourism authority is not carrying out its mandate to support tourism in Bergville. Policy recommendations include greater collaboration amongst the community, the local tourism authorities and the private sector to promote Bergville as a prime tourism destination in the Drakensberg. / M

The aim of this study was to determine the role of tourism, empowerment and participation in the socio-economic upliftment of the community of Umgababa. The research examines the views of the community on their socio-economic conditions, their willingness to participate in tourism business ventures and their perceptions and attitude towards communicating with other rural communities on tourism development. The study concludes that the socio-economic living conditions of the community of Umgababa are very poor and that empowerment and participation of the community in tourism could be an answer to their problems. Given the opportunity, the majority of the people were willing to participate in a tourism business venture. Investigation revealed that there is an abundance of natural and human resources in Umgababa to start a tourism business. The community also felt that by communicating their knowledge and experience they would be able to help other communities in their own development. / Geography / MA (Geography)

The aim of this study was to determine the role of tourism, empowerment and participation in the socio-economic upliftment of the community of Umgababa. The research examines the views of the community on their socio-economic conditions, their willingness to participate in tourism business ventures and their perceptions and attitude towards communicating with other rural communities on tourism development. The study concludes that the socio-economic living conditions of the community of Umgababa are very poor and that empowerment and participation of the community in tourism could be an answer to their problems. Given the opportunity, the majority of the people were willing to participate in a tourism business venture. Investigation revealed that there is an abundance of natural and human resources in Umgababa to start a tourism business. The community also felt that by communicating their knowledge and experience they would be able to help other communities in their own development. / Geography / MA (Geography)

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.