The role of entrepreneurship in small to medium tourism enterprises is well recognised and acknowledged as a significant contributor to economic development and employment opportunities. Worldwide, small to medium tourism enterprises play a dominant role in the tourism industry. These businesses are often vulnerable to external economic forces and find it increasingly difficult to transform their strategic and operational management to face the challenges placed upon them. This study focuses on small to medium tourism enterprises in the Eastern Cape Province, which is economically the poorest province of South Africa. To ensure the growth and sustainability of small to medium tourism enterprises, owners need to make efficient and effective business decisions regarding the challenges their businesses face. The study examines the factors impacting customer relationship management in the context of small to medium tourism enterprises in the Eastern Cape. Customer relationship management, that is, building relationships with customers, has become of pivotal importance to many organisations as businesses strive to be competitive and profitable. While large organisations practice customer relationship management to enable them to better target profitable customers, improve customer services, enhance customer retention and ultimately improve business performance, small businesses often need assistance in understanding and effecting this complex relationship. The factors that could impact customer relationship management in the organisations are the focus of this study. Three major factors were identified, namely, strategic, operational, and organisational factors. The study furthermore examined the extent to which these factors are present in the tourism and hospitality sector of the Eastern Cape and investigated the relationships between these factors. Quantitative research was deemed appropriate for this study. Systematic random sampling was employed to select a sample of 332 respondent organisations from the 2012 database of the Eastern Cape Parks and Tourism Agency consisting of formally registered small to medium tourism enterprises. A total of 310 usable questionnaires were finally obtained. Both descriptive and inferential statistics were used in the study. Descriptive statistics were computed to reflect the organisations‟ and respondent managers‟ general characteristics and to summarise their measurement scores. Using inferential statistics, the study further investigated relationships between customer relationship management factors, as well as demographic factors. Data were subjected to exploratory factor analysis and both the validity (refer to section 2.10.1) and reliability (refer to section 2.10.2) of the research instrument was assessed. The relationships between customer relationship management variables were also investigated (refer to section 2.11.4). The research results support an overall significant association between customer relationship management readiness and business strategy, customer strategy, touch points and competencies, skills and technology. Relationships were also explored among customer relationship management factors and demographic characteristics. Significant results were found between perceived business performance and the gender of managers, family businesses and gross annual turnover. The most salient contributions of this research can be summarised as follows. The overview of the importance of tourism and the role of small to medium enterprises in the tourism and hospitality industry of the Eastern Cape will benefit researchers and potential owners who have an interest in this sector. The study contributes to an improved understanding of the factors that should precede customer relationship management. The study established a profile of the small to medium tourism enterprises in the Eastern Cape which can serve as a basis for future research. A measuring instrument for assessing respondents‟ views on the existence of the strategic, operational and organisational factors in their organisations was developed. This instrument showed good internal validity and reliability and can serve as a basis for the same purpose in contexts other than the tourism and hospitality sector. This research has made a contribution toward a largely under-researched area concerning customer relationship management in small to medium enterprises. Recommendations for managers and consideration of future research included the following. Managers need to have a strategic vision and a strong customer-centric focus. Through understanding customers and their needs, offerings can be tailored to maximize the overall value of customers, thereby, improving business performance. Through efficient operational processes in place, enhanced customer service levels can be attained in the organisations. Managers need to effectively manage customer information through data warehousing and technology. Top management commitment is a crucial element for ensuring improved customer services. Managers need to train staff with respect to customer services, thus enhancing CRM. Future researchers can conduct a longitudinal study and investigate the same factors which could impact customer relationship management. A verification of the usefulness of the measuring instrument in examining the determinants of customer relationship management and the level of development regarding other small businesses is suggested. It is recommended that this study be replicated abroad in an effort to verify to what extent the determinants of customer relationship management are evident in small businesses of other countries.

Tourism is gradually recognized and acknowledged as an important sector to drive economic growth across many nations. It is by no coincidence that the South African government took a bold decision to elevate the importance of tourism in the economy through the establishment of a dedicated tourism ministry in 2009. Tourism derives its mandate from the Constitution of the Republic of South Africa 108 of 1996, which outlines tourism function as an area of concurrent competence between the three spheres of government that is national, provincial and local government. According to Tsatsire (2008:1), the new mandate given to local government post 1994 implies that local government is no longer expected to render basic services only, but is also required to serve as an agent of development. The main objective of the study is to identify the challenges faced by the municipalities in the implementation of tourism functions, using UMgungundlovu District Municipality as a case study and pursued the following specific objectives: To establish the roles and responsibilities of municipalities in tourism; To assess whether these responsibilities are adequately performed and to understand the reasons for deficiencies, if there are any; To highlight the contribution of tourism to local economic development; To ascertain the status of the implementation of the tourism strategy for the UMgungundlovu District Municipality (UMDM); To highlight the significance of the role of municipalities in achieving national and provincial tourism objectives and; To recommend appropriate actions to overcome the challenges pertaining to implementation of tourism at a local government level. The study is premised upon the acknowledgement that there are many developmental challenges facing municipalities and tourism is one of them. With tourism being recognised more and more as an essential component of local economic development, municipalities are required to play a central role in ensuring the implementation of national and provincial priorities to boost the sector’s contribution to the economy. The study explores various pieces of legislation upon which tourism mandate on local government is embedded. This has enabled to provide clarification with regards to the roles and responsibilities of local government in tourism. The connection between tourism and local economic development is succinctly discussed to ascertain the benefits of tourism and its contribution in local economy. The study took a form of qualitative research and therefore employing the use of qualitative research techniques in terms of data collection, analysis and interpretation process. Data were collected through the review and analysis of strategy documents including the Local Economic Development Strategy, Tourism Strategy and the Integrated Development Plan of UMgungundlovu District Municipality. Interviews were also conducted with the officials responsible for tourism within UMDM and other local tourism stakeholder organization within the study area including uMsunduzi Pietermaritzburg Tourism Association, Howick uMngeni Community Tourism Association, Pietermaritzburg Business Chamber of Commerce, KwaZulu Natal Department of Economic Development and Tourism and Tourism KwaZulu Natal. The methodology that was followed in the study has enabled the researcher to address all the study objectives and to compile the findings report presented in chapter four. Tourism is one of the functions of local government; however, municipalities are faced with a variety of challenges in the implementation of tourism function. Challenges that are pertinent to UMDM are discussed and articulated in this report. The study concludes by documenting the recommendations conferred by the respondents with the objective to overcome the challenges pertaining to implementation of tourism at a local government level. These recommendations are further discussed to explore practical actions on how the UMDM can overcome the identified challenges to enhance local economic development through tourism.

Submitted in accordance with the requirements for the degree Doctor of Philosophy in the subject Isizulu Namagugu at the University of Zululand, 2002. / This study comes from the direction of investigating and arriving at an option that can be looked as an alternative for the economic development of the area of e’Ndondakusuka. Different researches have been conducted in the area since the introduction of RDP policy. The then Mandeni, was seen as having social and economic depression, and investigations were conducted in order to look at the v part of it. The area's council started to initiate discussions that resulted to workshops, workshops that led to implementation strategies being recommended for the area. Cultural and Historical tourism was seen as one of the ways to explore in order to provide solutions to the declining social and economic facets of the area. This study, therefore has established its route and baseline measure along the lines of the above but highlighting the Anglo-Zulu War as means to an end. The route starts by outlining e'Ndondakusuka sub-cluster of historical sites the Kraal / umuzi, the Cultural centre and a Conference centre as core facilities on the same site and ends at Ulundi. The reason for it to end there is that the significance of these wars was based on the British soldiers following Cetshwayo to Ulundi. The road R66, which starts from R102 around Gingindlovu, passing through Eshowe, Melmoth and joined by Ulundi road, is the baseline of the Anglo-Zulu War route. Options in terms of how the route could be made to attract crafters in order for them to find markets, have been emphasized. Options in terms of how inland tourism could be made to interchange with the coastal tourism, have been made mention of. Because the route is mainly grounded around and on Anglo-Zulu War significance, it is therefore seen as of both national and international attraction

M. Tech. Business Administration / Sport tourism events in recent years have become one of the fastest-growing types of tourism attractions globally. For the aim of this study, it is important to understand spending patterns, socio-economic characteristics and activities that relate to the sport tourist to have a greater understanding of the impact of these events on the host community. The sport tourism event spectator is a consumer who, through a process of decision making, obtains certain goods and services from the sport tourism event for personal consumption. Sport tourism event leverage begins by encouraging visitor spending and by retaining visitor expenditure within the host community, which can be achieved by fostering spending during the sport tourism event and by lengthening visitor stays The purpose of this research study was to determine the spending patterns and expectations of sport tourism event spectators. This research study was exploratory to determine spectator spending patterns, demands and possible economic impacts that a sport event being hosted at Loftus Versveld will have on shareholders involved.

Thesis (MTech (Tourism and Hospitality Management))--Cape Peninsula University of Technology, 2018. / Carnival events have become significant factors in tourism development and marketing initiatives of most destinations. The developments, in threefold, economic, socio-cultural and environmental experienced by host communities of tourism attractions and resorts result in the emergence of carnival events as critical destination products. The current research found that the selected stakeholders, particularly residents, businesses and event attendees’ perceptions are often overlooked although they are directly impacted by carnival events, especially when they reside (for residents and businesses) in close proximity to the event location. In addition, tourism businesses operating in the Green Point area, the place where the carnival parade takes place, were included in this study to ascertain their views about the Cape Town Carnival. In most cases, successful carnival events are underpinned by community support as well as the visitors or attendees to the event; therefore, it is crucial to examine stakeholders’ perceptions towards such events. The aim of this study was to determine how selected stakeholders (residents, businesses, and event attendees) perceive an annual cultural event, the Cape Town Carnival, hosted in a Cape Town suburb. It also sought to establish the overall value of this event following a triple bottom-line approach (economic, socio-cultural, and environmental). This investigation explored the perceptions and experiences of the residents, businesses, and event attendees in Green Point in relation to the carnival, as well as highlighting the positive and negative aspects of their experience. The research primarily adopted quantitative research approach by using three survey questionnaires (residents, businesses and event attendees) with both closed and open-ended questions. The data were analysed using SPSS version 24 and the findings were visually presented by the use of frequency tables and charts. The general findings indicated that the selected stakeholders were in favour of the Cape Town Carnival to continue being hosted in the Green Point area, although there were some issues that were viewed as the negative impacts of hosting this event. The study’s findings show that the event is perceived positively by the stakeholders even though some had reservations to the idea of the event continuing in the area. Community involvement and enhancing safety and security during event period were some of the recommendations that could see the event continuing flawlessly. The study notes the importance of event organisers to understand the three stakeholders since they contribute to the success of the event. However, even though there are many benefits that are likely to accrue to residents, businesses and event attendees associated with hosting an event of this magnitude, one should not overlook the negative impacts that are potentially connected to such a hosting since this informs how the stakeholders perceive the event.

Thesis (MTech (Tourism and Hospitality Management))--Cape Peninsula University of Technology, 2015. / Research indicates that community-based tourism (CBT) has economic relevance and is often viewed as an alternative source of income for rural communities that are endowed with rich cultural and natural tourism resources, yet the success of CBT projects is negligible. This research was designed to explore the importance of considering pre-conditions for CBT before proceeding with the actual implementation of the project with a sample of CBT project members directly involved in CBT. Ignoring this fundamental step often led to failure of CBT projects. The research sought to establish whether the CBT projects in Mpondoland were either faced with challenges or presented with opportunities and to propose a CBT Pre-condition Management and Evaluation Model (PEM). The participants were selected because of their relevant knowledge and experience in relation to the case. All seventeen members who were operating a CBT business at the time of the study in the village of Noqhekwane and all five members from the village of Ndengane were approached to participate in the study. This study employed a mixed-methods approach for data collection, more specifically, the qualitative approach was used to gather more in-depth information from respondents, based on their CBT project in the context of their specific socio-economic status, their local environment, education levels, management and background of their project, and infrastructures of the area. Interpretive analysis was used to analyse the qualitative data using thematic categories from the analysis as sub-headings. Other data collected from the responses was analysed using the Statistical Package for the Social Sciences (SPSS) version 21.0.

The management of coastal resources in South Africa has come under review as a result of the degradation of environmental resources along the coast. The challenge being faced by resource managers is to achieve economic growth while sustaining South Africa’s coastal resource base (Nobel, 2000). The South African government (RSA, 2000) has developed a coastal management strategy to meet this challenge: The strategy involves the inclusion of all stakeholders in the formation of policy regarding the management of coastal resources, in a more integrated approach to coastal management. To effectively achieve this stakeholder inclusion, it has become necessary to decentralize the political, administrative and fiscal authority to conduct coastal management functions. With regard to the need for fiscal decentralisation this thesis considers the possibility of implementing localised environmental surcharges to finance coastal management initiatives. The ability of the White Paper for Sustainable Coastal Development (RSA, 2000) to provide theformal institutional structure necessary for the introduction of environmental surcharges is firstconsidered. It is shown that the decentralised management strategy has the potential to create a management style that is transparent and accountability orientated. In addition to this the style is capable of adapting to dynamic local coastal conditions and is therefore an appropriate direction in which to steer coastal management in South Africa. The effectiveness of coastal co-management as an informal institutional arrangement is then examined. Provided that local Coastal Management Fora are created to include all relevant stakeholders and that a source of long term financing is secured co-management has the potential to create the conditions necessary for effective coastal management. With regard to a source of long term financing, local environmental surcharges to finance coastal management initiatives are considered. The public’s willingness to contribute to such a surcharge is analysed in the context of Plettenberg Bay by probing their willingness to pay (WTP) for a Bay Management Plan. A survey instrument is developed to measure the public’s WTP. The design of the instrument is based on the Contingent Valuation (CV) method that is used to analyse the nonmarket benefits that environmental resources (such as Plettenberg Bay) provide the public. It is found that the resident population is willing to pay R15 per month toward a Bay Management Plan whilst domestic and foreign tourists respectively are willing to pay R6 and R22 daily. The aggregation of these WTP estimates yields a total passive use value of between R15 397 900 – R20330 500 annually. This nuclear value of the Bay should be included in the formation of local coastal management policy and provides guidance for the introduction of a local environmental surcharge. A budget for a Bay Management Plan is proposed and a progressive surcharge based on municipal property value is set. To finance the local residents’ share of the budget, a monthly surcharge of R1 would be required of the average valued property. To calculate the domestic and foreign tourist contribution to the budget a schedule of accommodation offering property will be required. However, to finance the entire budget a residential surcharge of approximately R10 would be required of the average valued property. This figure is well below the average resident population WTP of R15, highlighting the fact that an environmental surcharge in Plettenberg Bay is indeed feasible. The difference in reported WTP and the contribution required to finance the Bay Management Plan also highlights that there is scope for experimentation in the introduction of such a surcharge.

Cultural and heritage tourism, one of the fastest growing segments of the tourism industry, is becoming a major pillar in the tourism strategy of many countries. Like elsewhere in the world, museums play a significant role in heritage tourism. South Africa has a rich history of intangible cultural heritage which manifests itself in oral history, traditional music and dance, social practices and indigenous knowledge systems. It is becoming more important for museum managers to identify the variables that will enhance the attraction and retention of museum visitors. The aim of the study was to determine tourists’ satisfaction with their visit to Port Elizabeth’s heritage museums by comparing their expectations and experiences. This could help museum marketers to better understand their customers, and design experiences that match their expectations. The literature review presented a brief overview of heritage tourism, the museum experience, and visitors’ satisfaction. Concepts of heritage tourism, functions of museums and the different museum attributes that might impact customer satisfaction were discussed. Literature on visitors’ satisfaction included descriptions of the expectations and approaches to measuring customer satisfaction. A museum satisfaction conceptual model resulted from these reviews. ii The proposed model was modified in the empirical study. The data were collected by means of a survey, using self-administered questionnaires distributed to visitors at three heritage museums in Port Elizabeth. Two hundred and twelve useable questionnaires were received. The empirical findings did not fully support the conceptual model. By conducting a factor analysis, the data was reduced to eight factors, namely, human interaction, physical evidence, facilities, facility quality, exhibition, edutainment, escape and aestheticism. It was found that the satisfaction mean scores were consistently higher than the expectation mean scores. This implies that museum visitors were satisfied with their experience of the three heritage museums in Port Elizabeth. Finally, the results of the paired sample t-test and regression analyses tested and explained formulated hypotheses. The principal recommendations emanating from this study are summarised in two groups, namely: • recommendations pertaining to the strategic implications of the findings in terms of service, facilities and experience. For example, the museum administration could establish more facilities for the disabled and the elderly, consider discounting and promotion programmes, and increase the use of technology in their displays. • recommendations for future research. For example, future studies could be applied to investigate visitors’ satisfaction with other heritage museums in South Africa.

Submitted in fulfillment of the requirements for the Masters Degree in Technology, (Tourism Management) in the Department of Hospitality and Tourism, Durban University of Technology, 2009. / There is a growing demand for professionally educated and trained staff in the tourism sector. However, current literature reveals a significant disparity between the tourism education provided by institutions and the skills required by the industry. A major challenge facing tourism education institutions is the identification of industry needs and requirements and the involvement of industry in curriculum design. The aim of this research is to examine the education, skills and training required of tourism employees and whether the provisions of higher education tourism courses are adequately meeting industry needs. Identifying this „gap‟ will assist in improving the development of tourism education programmes to meet the needs of industry. The research examines the relevance of the tourisms qualification from three stakeholders‟ perspectives, namely, managers from the tourism sector, tourism graduate employees, and tourism academics. Surveys, in the form of structured questionnaires, were used to obtain information from the three groups. The overall findings of the study revealed that gaps do exist in the tourism curriculum according to the perceptions of stakeholder groups that participated in this study. The recommendations are that closer collaboration is required between academics, managers from the industry when designing tourism curriculum and also to sustain the relevance of the curriculum to meet the needs of industry.

M. Tech. Tourism and Hospitality Management / This study was aimed at analysing the perceptions of visitors to Groenkloof Nature Reserve (GNR) with regard to sustainable business practices at the reserve. The study basically utilized three major methods of data gathering (viz. behavioural observation, interviews and questionnaires) to obtain all information required for such analysis.