In terms of assessment practices, in all facets of education there is a strong focus on assessment at the end of learning. New trends in the literature motivate for the continuous use of assessment strategies in classrooms, with a learner-centred approach. Many questions arise on this topic: When lecturers review their own higher education classroom assessment practices, what will be the extent of their discovery? Are they still inclined to do assessment after teaching and learning has taken place? Or are they moving towards continuous classroom assessment practices in line with the new trends? Is there still a place for classroom assessment at the end of teaching and learning? Should the one or the other be used or should there be a balance between the various strategies? With students perceiving assessment as being judgemental and oppressive and as the most political of all educational processes (Reynolds et al., 2000:268), how does the power struggle unfold in the classroom? By means of participatory action research I encouraged lecturers to reflect critically on their own classroom assessment practices. The lecturers engaged in critical discourses regarding their teaching, learning and assessment strategies and subsequently engaged in transformative actions resulting from their critical reflections. The aim of the research was to determine whether an emancipatory praxis had been developed and whether their reflections had brought about change and improved their classroom assessments. I wished to understand how the changes they had experienced were infused with theories of empowerment, emancipation and liberation. The nature of curriculum praxis of classroom assessment was investigated to determine the status of classroom assessment in a specific higher education context and to see how the balanced assessment system is reflected and how classroom assessment develops as an emancipatory praxis. / MEd (Curriculum Development), North-West University, Potchefstroom Campus, 2014

The live music performance industry is growing tremendously in South Africa, with more and more international artists performing on our shores year after year. Competition is growing and various companies are beginning to identify this as a business opportunity to make money. However, managing live music performances is a complex task which involves managing various aspects (critical success factors) of the event in order to ensure that it is a success. Apart from this, visitors attend these performances hoping that their expectations will be exceeded and the performance is something which can be treasured and is worth remembering once everything is over. This is referred to as a memorable experience. In order to ensure a memorable visitor experience, it is essential for managers to be aware of what the visitors regard as important critical success factors. These are aspects that management can control and improve. Thus, the critical success factors should be implemented effectively in order to ensure that the event is memorable for visitors attending the live music performance. While various critical success factors are familiar to event organisers, they differ from event to event. Thus, the critical success factors of one event cannot be implemented at another with the same expectation of success. This is due to the heterogeneous groups of people who attend these events and who cannot be regarded as being the same, as each individual will have different expectations of the same event. Therefore, it is also important for the managers of live music performances to determine how the visitors to the different genre events regard the various critical success factors that are vital for a memorable experience. This is significant, as various music genres attract different attendees who each have their own expectations of a music genre and which may differ from those of visitors to other music genres. For example, the expectations for a memorable experience of individuals attending a classical live music performance will differ from individuals attending a rock or pop live music performance. In addition, it is also important for management to compare those critical success factors identified by the visitors to their own ideas of what is important for a successful event in order to identify any shortcomings. Thus, it was expedient to seek answers to the questions of what visitors to live music performances regard as important critical success factors as well as what the managers consider to be important for a memorable experience. Therefore, the purpose of this study was to determine the critical success factors for managing a memorable visitor experience at live music performances from both the demand and supply sides. The said factors were subsequently compared in order to establish whether any shortcomings exist. This thesis comprises three articles. Firstly, the research was conducted from a demand (visitors) side. Thus, the aim of Chapter 3 was to determine what attendees at live music performances regard as being critical success factors for different music genres so as to enhance memorable visitor experiences. Surveys were conducted at various genres of live music performances which included classical music (Il Divo), R&B (Usher), rock (Sting), blues (Michael Buble), pop (Roxette) and Afrikaans music (Steve Hofmeyr). A total of 4 110 questionnaires were administered and a general profile of the visitors in terms of the different genres was compiled. A factor analysis was subsequently performed in order to determine the critical success factors for all six genres. Thereafter, an Analysis of variance (ANOVA) was applied in order to compare the critical success factors of the various genres with one another. The results indicated significant statistical differences amongst the different music genres with regard to that which the visitors to the different live music performances regard as being important for a memorable visitor experience. Secondly, the research was conducted from a supply (managers) side and the objective of Chapter 4 was to determine what the managers consider to be important critical success factors in ensuring a memorable visitor experience at a live music performance. A qualitative research method, by means of interviews, was used to obtain the relevant information from the selected participants. All the data collected in the process were transcribed into text and presented in a narrative form. The six step method formulated by Cresswell (2009:185-189) for data analysis and interpretation was used to analyse the data. Four major themes emerged from the analysis where each theme was differentiated in terms of various categories and subcategories. This process contributed greatly towards gaining detailed information regarding the main purpose of organising a live music performance; identifying the aspects that managers consider to be important when organising a live music performance and those aspects that are important in pre-, during- and post-event planning phases as well as how managers define a memorable experience. Lastly, in Chapter 5 a comparison was performed between the demand and supply sides of live music performances in order to establish whether any differences exist amongst the aspects that management consider to be important compared to the critical success factors that the visitors regard as being important to achieve a memorable visitor experience. Both qualitative (supply side) and quantitative (demand side) research methods were implemented in this research. The results of the critical success factors drawn from the first and second articles were used to conduct this research. The results of both the demand and supply sides were subsequently compared with one another where significant differences had been identified. This was the first time that research was conducted from both the demand and supply sides within the live music performance environment. The results of this research contribute greatly to literature and to the music industry. In addition, this was also the first time that both a qualitative and a quantitative research method were applied in research conducted at live music performances and which were subsequently compared with one another. Determining the differences between the critical success factors identified contributes towards event specific education and information for current as well as future live music performance managers. Therefore, results of this research can be employed to educate and inform current and future managers in the live music performance industry regarding important aspects relating to the enhancement of the important critical success factors that contribute to a memorable experience when individuals attend a live music performance. / PhD (Tourism Management), North-West University, Potchefstroom Campus, 2014

The live music performance industry is growing tremendously in South Africa, with more and more international artists performing on our shores year after year. Competition is growing and various companies are beginning to identify this as a business opportunity to make money. However, managing live music performances is a complex task which involves managing various aspects (critical success factors) of the event in order to ensure that it is a success. Apart from this, visitors attend these performances hoping that their expectations will be exceeded and the performance is something which can be treasured and is worth remembering once everything is over. This is referred to as a memorable experience. In order to ensure a memorable visitor experience, it is essential for managers to be aware of what the visitors regard as important critical success factors. These are aspects that management can control and improve. Thus, the critical success factors should be implemented effectively in order to ensure that the event is memorable for visitors attending the live music performance. While various critical success factors are familiar to event organisers, they differ from event to event. Thus, the critical success factors of one event cannot be implemented at another with the same expectation of success. This is due to the heterogeneous groups of people who attend these events and who cannot be regarded as being the same, as each individual will have different expectations of the same event. Therefore, it is also important for the managers of live music performances to determine how the visitors to the different genre events regard the various critical success factors that are vital for a memorable experience. This is significant, as various music genres attract different attendees who each have their own expectations of a music genre and which may differ from those of visitors to other music genres. For example, the expectations for a memorable experience of individuals attending a classical live music performance will differ from individuals attending a rock or pop live music performance. In addition, it is also important for management to compare those critical success factors identified by the visitors to their own ideas of what is important for a successful event in order to identify any shortcomings. Thus, it was expedient to seek answers to the questions of what visitors to live music performances regard as important critical success factors as well as what the managers consider to be important for a memorable experience. Therefore, the purpose of this study was to determine the critical success factors for managing a memorable visitor experience at live music performances from both the demand and supply sides. The said factors were subsequently compared in order to establish whether any shortcomings exist. This thesis comprises three articles. Firstly, the research was conducted from a demand (visitors) side. Thus, the aim of Chapter 3 was to determine what attendees at live music performances regard as being critical success factors for different music genres so as to enhance memorable visitor experiences. Surveys were conducted at various genres of live music performances which included classical music (Il Divo), R&B (Usher), rock (Sting), blues (Michael Buble), pop (Roxette) and Afrikaans music (Steve Hofmeyr). A total of 4 110 questionnaires were administered and a general profile of the visitors in terms of the different genres was compiled. A factor analysis was subsequently performed in order to determine the critical success factors for all six genres. Thereafter, an Analysis of variance (ANOVA) was applied in order to compare the critical success factors of the various genres with one another. The results indicated significant statistical differences amongst the different music genres with regard to that which the visitors to the different live music performances regard as being important for a memorable visitor experience. Secondly, the research was conducted from a supply (managers) side and the objective of Chapter 4 was to determine what the managers consider to be important critical success factors in ensuring a memorable visitor experience at a live music performance. A qualitative research method, by means of interviews, was used to obtain the relevant information from the selected participants. All the data collected in the process were transcribed into text and presented in a narrative form. The six step method formulated by Cresswell (2009:185-189) for data analysis and interpretation was used to analyse the data. Four major themes emerged from the analysis where each theme was differentiated in terms of various categories and subcategories. This process contributed greatly towards gaining detailed information regarding the main purpose of organising a live music performance; identifying the aspects that managers consider to be important when organising a live music performance and those aspects that are important in pre-, during- and post-event planning phases as well as how managers define a memorable experience. Lastly, in Chapter 5 a comparison was performed between the demand and supply sides of live music performances in order to establish whether any differences exist amongst the aspects that management consider to be important compared to the critical success factors that the visitors regard as being important to achieve a memorable visitor experience. Both qualitative (supply side) and quantitative (demand side) research methods were implemented in this research. The results of the critical success factors drawn from the first and second articles were used to conduct this research. The results of both the demand and supply sides were subsequently compared with one another where significant differences had been identified. This was the first time that research was conducted from both the demand and supply sides within the live music performance environment. The results of this research contribute greatly to literature and to the music industry. In addition, this was also the first time that both a qualitative and a quantitative research method were applied in research conducted at live music performances and which were subsequently compared with one another. Determining the differences between the critical success factors identified contributes towards event specific education and information for current as well as future live music performance managers. Therefore, results of this research can be employed to educate and inform current and future managers in the live music performance industry regarding important aspects relating to the enhancement of the important critical success factors that contribute to a memorable experience when individuals attend a live music performance. / PhD (Tourism Management), North-West University, Potchefstroom Campus, 2014

Orientation: Emotions at work have been considered as an important facet of employees’ work life. However, research regarding the investigation of the emotion experiences at work per se has been lacking. Research Purpose: The general objective of this study is to critically investigate what emotion events are experienced and how these events are appraised for them to result in specific emotions. Motivation for the study: Currently a lack of research regarding emotion experiences as a process exists. Research design, approach and method: To investigate emotion experiences as a process a Qualitative study was conducted among one hundred (n=100) professional mining employees using The Critical Incident Technique Approach. Main findings: 84% of the participants experienced negative emotion events and a mere 14% of participants experienced positive emotion events at work. Negative emotion events were appraised as negative and participants indicated not having control or power over the events, yet adaption was possible. Negative emotions included: anger, disgust and sadness. Positive emotion events were appraised as positive even though the participants reported not having control or power over the situation. Participant did report being able to live with the consequences. Positive emotions provoked included joy, pleasure and pride. Practical/managerial implications: When the emotion experiences of employees are investigated as a process, better understanding of emotions will be gained which will enable the implementation of the most appropriate interventions to fulfil individual needs and reaching organisational goals. Contribution/value-adding: Existing research on the emotion experience as a process has been lacking especially in the South African context. This study will thus contribute to research regarding the investigation of the emotion experience as a process and not mere independent components. / MA (Industrial Psychology), North-West University, Potchefstroom Campus, 2013

Orientation: Emotions at work have been considered as an important facet of employees’ work life. However, research regarding the investigation of the emotion experiences at work per se has been lacking. Research Purpose: The general objective of this study is to critically investigate what emotion events are experienced and how these events are appraised for them to result in specific emotions. Motivation for the study: Currently a lack of research regarding emotion experiences as a process exists. Research design, approach and method: To investigate emotion experiences as a process a Qualitative study was conducted among one hundred (n=100) professional mining employees using The Critical Incident Technique Approach. Main findings: 84% of the participants experienced negative emotion events and a mere 14% of participants experienced positive emotion events at work. Negative emotion events were appraised as negative and participants indicated not having control or power over the events, yet adaption was possible. Negative emotions included: anger, disgust and sadness. Positive emotion events were appraised as positive even though the participants reported not having control or power over the situation. Participant did report being able to live with the consequences. Positive emotions provoked included joy, pleasure and pride. Practical/managerial implications: When the emotion experiences of employees are investigated as a process, better understanding of emotions will be gained which will enable the implementation of the most appropriate interventions to fulfil individual needs and reaching organisational goals. Contribution/value-adding: Existing research on the emotion experience as a process has been lacking especially in the South African context. This study will thus contribute to research regarding the investigation of the emotion experience as a process and not mere independent components. / MA (Industrial Psychology), North-West University, Potchefstroom Campus, 2013

The number of students that apply for studies at South African universities has increased dramatically over the past years, but the resources of the universities have stayed the same. It is therefore imperative that academic performance can be predicted on a short- and long-term basis. The Developing Expertise model might be able to predict academic performance on a short- and long-term basis. This study focussed primarily on academic performance on short-term basis by focussing on three of the model’s elements. The three elements that were investigated were: metacognition, intrinsic motivation and critical thinking. One of the contributions of this study is the refinement of some of the elements of the expertise model. The study helped to determine the validity of the instrument in a South African context. The measurement instrument can also be used as a selection meganism on short-term basis. In order to measure each of the elements of the expertise model, a measuring tool consisting of five questionnaires was compiled. A convenience sample of first year psychology students provided 326 students for the study. A second sample, compiled from the original sample, consisting of 209 first year students was used for the multiple regression analyses. These students are registered for psychology for the first time in 2005. The students were placed in three groups according to the student’s means of registering for the CBT centre. The first group was those students who completed the instrument on computers. The second group consisted of those students who completed a paper and pencil version of the measurement. The third group consisted of the Mamelodi students. These students completed a paper and pencil version of the measurement and brought it back a week later. The statistical analysis included factor analysis, correlation analysis and multiple regression analysis. Based on the literature research and the results of the statistical analysis, the expertise model was expanded to include metamemory as the functional unit for metacognition. Motivation can be divided in three subcomponents, namely: self-efficacy, intrinsic value and test anxiety. The motivational component, knowledge of cognition and external control can be used as predictors of academic performance on a short-term basis. The findings of this study can only be used as a selection meganism of academic performance on a short-term basis and therefore the results must be used with caution. / Dissertation (MA (Psychology))--University of Pretoria, 2007. / Psychology / unrestricted

AFRIKAANS: Die navorsingsdoel van hierdie studie is om insig te verkry in die rol van handboeke in die instandhouding en legitimering van etniese magsverhoudinge, in die besonder deur middel van die bevestiging van kulturele stereotipes onderliggend aan die nie-geformuleerde, maar effektiewe verspreiding van norme, waardes en houdings. Gegrond op die aanname dat handboeke sosiale en politieke werklikhede weerspieël, ondersoek hierdie kwalitatiewe studie die voorstellingspraktyke in Nederlandse, Vlaamse en Afrikaanse taalhandboeke. 'n Kritiese diskoersanaliseontwerp, ondersteun deur 'n tematiese analise en fokusgroepbesprekings, word aangewend om die visuele materiaal in een handboekreeks van elk van die drie gemeenskappe te ondersoek. Ter aanvang word die drie Dietse tale se moontlike invloed op mekaar, ook ten opsigte van diversiteit, bespreek. Die teoretiese begronding is geanker in die veld van houding-, kultuur- en visuele studies. Die kennisbasis aangaande handboekvoorstellings in die onderskeie gemeenskappe word ontgin. Die bevindinge word as indikators van die fokusgroepbesprekings in die drie tersaaklike gemeenskappe, sowel as 'n tematiese analise van die visuele voorstellings in die handboeke aangebied. Daar is in die Nederlandse en Vlaamse data stereotipering gevind. Die bevindinge toon dat die visuele materiaal in die Nederlandse data as ideologiese retoriek van die dominante wit groep dien, wat die 'ander' as problematies, arm en 'anders' voorstel. Die Vlaamse reeks toon enkele voorbeelde van kulturele uitsluiting, maar gebruik ook teensimbole om self-refleksiwiteit onder leerders aan te moedig – wat outomatiese stereotipering teenwerk. As gevolg van Afrikaans se politiese verlede oorbeklemtoon die Afrikaanse handboeke 'n utopiese ‘nuwe Suid-Afrika’ waar ras en verskil non-issues is. Geen tekens van apartheidmeestersimbole kon in die Afrikaanse handboeke gevind word nie en Afrikaans as witmanstaal is in 'n groot mate gedemitologiseer. As gevolg van die sterk hekwagtersrol wat handboekbelanghebbendes soos die onderwysdepartement en uitgewers in Suid-Afrika speel, kan die Afrikaanse handboekdata slegs in 'n geringe mate met die Nederlandse en Vlaamse data vergelyk word. Anders as wat aanvanklik vermoed is, toon hierdie studie dat taal die belangrikste, indien nie die enigste, gemene deler tussen die drie gemeenskappe is. ENGLISH: The research goal of this study was to provide insight into the role of textbooks in the maintenance and legitimization of ethnic power relations, specifically the reproduction of cultural stereotypes informing the unstated, but effective distribution of norms, values and attitudes. Based on the assumption that textbooks serve as a mirror of the social and political order, the purpose of this qualitative study is to determine the extent to which Dutch, Flemish and Afrikaans language textbook series foster cultural stereotyping of the 'other’. Data sources for the critical discourse analysis are constituted by the visual material of one textbook series from each of the three language communities. The contextualisation includes an explanation of how the three Pan Dutch languages might influence each other, and their perspectives on diversity. The conceptual framework comprises an explication of the concepts and theories on attitude, culture and visual studies. Influential issues in the literature on textbook representation, language and identity are described in the literature study. The findings are presented as indicators derived from focus group discussions in the three countries, as well as a thematic analysis of visual representation in the textbooks. Traces of stereotyping were found in the Dutch and Flemish data. The findings show that visual material in the Dutch data serves as ideological rhetoric of the dominant white group, projecting the 'other' as problematic, poor and different. The Flemish series shows indications of cultural exclusion, but incorporates counter-symbols to encourage self-reflectivity among Flemish learners, thus countering automatic stereotyping. The Afrikaans textbooks, because of their highly politicised past, over-emphasize a utopian ‘new South Africa’ where race and difference are non-issues. No signs of apartheid master symbols could be found in the Afrikaans textbooks and Afrikaans is demythologised as a 'white' language. As a result of the controlling nature of the gatekeeping function in South Africa of the education department and textbook publishers, the Afrikaans textbook-data can be compared to the Dutch and the Flemish textbook-data to a limited extent only. This study has shown that the major characteristic the three communities share is language. / Thesis (PhD)--University of Pretoria, 2009. / Humanities Education / unrestricted

Die Brasiliaanse opvoedkundige Paulo Freire word as een van die belangrikste opvoeders van die twintigste eeu beskou. Sy benadering tot volwasse onderrig is op verskeie terreine toegepas maar nooit direk as teenvoeter vir geweld teen vroue en kinders aangewend nie. Die doel van hierdie studie was om vas te stel op welke wyse Paulo Freire se benadering tot leer en onderrig in volwasse basiese onderrig as teenvoeter kan dien vir die kultuur van geweld teen vroue en kinders in Suid-Afrika. Die studie bestaan uit ’n analitiese literatuurstudie en ’n kwalitatiewe studie met elf deelnemers. Ten einde die navorsingsvraag te beantwoord neem die studie ‘n aanvang met ’n literatuurstudie oor die redes vir geweld teen vroue en kinders. Daarna val die fokus op volwasse basiese onderrig [VBO], volwasse leer en die knelpunte in VBO in Suid-Afrika. In die volgende hoofstuk word die literatuur ten opsigte van Freire se werk en sy benadering tot volwasse onderrig bespreek. Kernelemente van sy benadering word getabuleer waarna kritiek op en die belang van sy benadering, sowel as die toepassing daarvan, in Afrika en Suid-Afrika bespreek word. In die kwalitatiewe empiriese studie word die resultate van die vrae in die onderhoudsgids met betrekking tot geweld en VBO bespreek waarna die resultatate in die laaste hoofstuk in die lig van die literatuurstudie geanaliseer word. Nadat die data beoordeel is, word aanbeveel dat, hoewel kennis geneem moet word van die uitdagings in VBO en Freire se benadering, die benadering steeds as ’n middel in basiese volwasse onderrig gebruik kan word om geweld die hoof te bied. ’n Praktiese voorstel vir teengeweldonderrig word gemaak met behulp van ’n teengeweldlesplan vir VBO. Die navorsing sluit af met beperkings van die studie en voorstelle vir optrede. / The Brazilian educator Paulo Freire is considered to be one of the most important educators of the twentieth century. His approach to adult education has been applied to various fields, but never directly to prevent violence against women and children. The purpose of this study was to ascertain how Freire’s approach to learning and teaching can be used as an antidote against violence against women and children in South Africa. The study consists of an analytical literature review and qualitative study with eleven participants. To answer the research question, the study commences with a literature study on the reasons for violence against women and children. Therafter the focus shifts to the adult basic education, adult learning and the restraints in adult basic education in South Africa. In the next chapter Freire’s work and his approach to adult education is dis-cussed. Key elements to his approach is tabled whereafter critique on and the im-portance of his approach, as well as its application in South Africa, is discussed. In the qualitative empirical study the results of the questions in the interview guide with regard to violence and adult basic education is discussed, whereafter the results are analised in the final chapter in view of the literature study. After the consideration of the data, it is recommended that cognisance must be taken of the challenges to adult basic education and Freire’s approachwhich can still be utilised as a medium in adult basic education to combat violence. A practical proposal for antiviolence education is made through a antiviolence lesson plan for ABE. The research concludes with limitations and recommendations. / ABET and Youth Development / M. Ed. (Adult Education)

Nature–based tourism destinations have shown significant growth over the past decade and, with the ever increasing numbers of tourists travelling to national parks, the right management structures, goals and objectives need to be determined. South African National Parks (SANParks) manages all 22 national parks in South Africa with the Kruger National Park (KNP) being the biggest of them all and generating more than 80% of SANParks income. The KNP is one of the world’s largest parks conserving a staggering 1 962 362 ha of land which is bigger than countries such as Israel and Holland. When taking the KNP into perspective, park management must have the right management styles and factors in place to ensure that the park is managed in a sustainable manner and exceeds the expectations of the tourist to provide a memorable experience whilst visiting the KNP. The goal of this study was therefore to determine the critical management aspects or critical success factors (CSFs) needed to create a memorable visitor experience at the park. This goal was achieved by conducting a questionnaire survey at four rest camps within the KNP from 27 December 2010 to 4 January 2011. The rest camps used for the survey were: Skukuza (152 questionnaires), Berg and Dal (98 questionnaires), Lower Sabie (85 questionnaires) and Satara (101 questionnaires). During this time a total of 436 questionnaires were completed and included in further analysis. In Article 1, the key management aspects that visitors regard as important for a memorable visitor experience at the KNP were identified. These CSFs assist management in providing quality services and products for the tourist, leading to a memorable experience. A factor analysis was performed on the expectations of the tourists to national parks. There were nine CSFs identified that management can implement to ensure a memorable visitor experience. The three factors that have not yet been identified in previous research were wildlife experience, interpretation and luxuries. Other factors that have been identified were General management, Variety activities, Accommodation, Green management, Hospitality management, and Facilities. The results showed that park management needs to become aware of what the visitor sees as important factors for a memorable visitor experience and they can adapt certain aspects to improve the visitor’s experience. In Article 2, gaps within the park management were identified. These gaps were measured by taking the 62 variables and asking the tourist what their expectations were with regard to a memorable experience versus their actual/real experience at the park. A factor analysis on the expectations and the actual/real experiences was done and each of these factors was given a score. The scores of each factor were measured against one another indicating the differences and gaps in management. The twelve factors that were identified were General management, Education activities. Accommodation facilities, Green management, Information provided, Layout of the park, Wildlife, Facilities in the park, Food and Beverage management, Interpretive activities, Bookings and General services, and Outdoor activities. These twelve factors have also been grouped into three sub groups containing four factors each and either the expectations were exceeded, did not meet expectations or were neutral. The main gaps were Education, Accommodation facilities, Interpretations facilities and Wildlife. If management want to ensure a memorable visitor experience at the KNP they must not only focus on these gaps, but also strive to exceed visitors’ expectations on all levels. This research found that there are certain CSFs for managing a national park and gaps within park management that need to be addressed. These gaps or problem areas can be overcome by the implementation of a continuous evaluation process that will ensure effective and efficient management of the park. Park management can therefore improve their services and products as well as the quality thereof by knowing what the tourists see as important when visiting a national park to obtain a memorable experience that will lead to positive word of mouth, loyalty, increased revenue and sustainability of the KNP. Even though it is not a requirement of a masters’ dissertation to make a contribution, this research has made a significant contribution towards the methodology as the method applied determined the gaps in visitor experience and expectations and this has not been used before. Future research can make use of this type of method determining individuals’ expectations and experiences when visiting a national park or any other nature–based destination. / Thesis (M.Com. (Tourism))--North-West University, Potchefstroom Campus, 2012.

Nature–based tourism destinations have shown significant growth over the past decade and, with the ever increasing numbers of tourists travelling to national parks, the right management structures, goals and objectives need to be determined. South African National Parks (SANParks) manages all 22 national parks in South Africa with the Kruger National Park (KNP) being the biggest of them all and generating more than 80% of SANParks income. The KNP is one of the world’s largest parks conserving a staggering 1 962 362 ha of land which is bigger than countries such as Israel and Holland. When taking the KNP into perspective, park management must have the right management styles and factors in place to ensure that the park is managed in a sustainable manner and exceeds the expectations of the tourist to provide a memorable experience whilst visiting the KNP. The goal of this study was therefore to determine the critical management aspects or critical success factors (CSFs) needed to create a memorable visitor experience at the park. This goal was achieved by conducting a questionnaire survey at four rest camps within the KNP from 27 December 2010 to 4 January 2011. The rest camps used for the survey were: Skukuza (152 questionnaires), Berg and Dal (98 questionnaires), Lower Sabie (85 questionnaires) and Satara (101 questionnaires). During this time a total of 436 questionnaires were completed and included in further analysis. In Article 1, the key management aspects that visitors regard as important for a memorable visitor experience at the KNP were identified. These CSFs assist management in providing quality services and products for the tourist, leading to a memorable experience. A factor analysis was performed on the expectations of the tourists to national parks. There were nine CSFs identified that management can implement to ensure a memorable visitor experience. The three factors that have not yet been identified in previous research were wildlife experience, interpretation and luxuries. Other factors that have been identified were General management, Variety activities, Accommodation, Green management, Hospitality management, and Facilities. The results showed that park management needs to become aware of what the visitor sees as important factors for a memorable visitor experience and they can adapt certain aspects to improve the visitor’s experience. In Article 2, gaps within the park management were identified. These gaps were measured by taking the 62 variables and asking the tourist what their expectations were with regard to a memorable experience versus their actual/real experience at the park. A factor analysis on the expectations and the actual/real experiences was done and each of these factors was given a score. The scores of each factor were measured against one another indicating the differences and gaps in management. The twelve factors that were identified were General management, Education activities. Accommodation facilities, Green management, Information provided, Layout of the park, Wildlife, Facilities in the park, Food and Beverage management, Interpretive activities, Bookings and General services, and Outdoor activities. These twelve factors have also been grouped into three sub groups containing four factors each and either the expectations were exceeded, did not meet expectations or were neutral. The main gaps were Education, Accommodation facilities, Interpretations facilities and Wildlife. If management want to ensure a memorable visitor experience at the KNP they must not only focus on these gaps, but also strive to exceed visitors’ expectations on all levels. This research found that there are certain CSFs for managing a national park and gaps within park management that need to be addressed. These gaps or problem areas can be overcome by the implementation of a continuous evaluation process that will ensure effective and efficient management of the park. Park management can therefore improve their services and products as well as the quality thereof by knowing what the tourists see as important when visiting a national park to obtain a memorable experience that will lead to positive word of mouth, loyalty, increased revenue and sustainability of the KNP. Even though it is not a requirement of a masters’ dissertation to make a contribution, this research has made a significant contribution towards the methodology as the method applied determined the gaps in visitor experience and expectations and this has not been used before. Future research can make use of this type of method determining individuals’ expectations and experiences when visiting a national park or any other nature–based destination. / Thesis (M.Com. (Tourism))--North-West University, Potchefstroom Campus, 2012.