Thesis--University of Illinois at Urbana-Champaign. / Includes bibliographical references (leaves 200-210).

The literature review on tourist satisfaction revealed that a satisfied tourist leads to positive word of mouth recommendation to friends and family, loyalty (return visits), competitive advantage and long-term profitability and sustainability. These favourable benefits resulting from satisfaction are necessary for any destination to survive in the competitive tourism industry. The Addo Elephant National Park (AENP) is one of 21 national parks in South Africa and is managed by SANParks. Data captured from visitors to the (AENP) was used to achieve the objective of this study. As national, regional, local and privately owned parks (private game farms) strive to increase their share in the international and national market, it is important to understand why visitors return to a certain destination and the role service plays in the return decision. Literature on satisfaction identified two components that contribute to return visits. These were service (delivering quality service) and travel motivation (why people travel to a certain destination). The aim of this research was to determine the relationship between satisfaction, service and travel motivations of the visitors to the AENP. To achieve this, data captured from 2005-2007 by the Institute for Tourism and Leisure Studies on the AENP was firstly used to determine the visitors? profile and, secondly, to apply factor analyses and the t-test. The factor analyses were applied and, in both cases, four factors were identified. In the case of the service factors, hospitality services, general services, activities, and infrastructure disseminations were found and, in the case of travel motivation factors, learning experience, activities and events, escape and family socialising. The t-tests were used to determine whether or not visitors' expectations were met. This was also used to determine the relationship between travel motives, service and satisfaction of the visitors to the AENP. Findings indicated that the visitors whose primary travel motivation expectations were met rated the services higher than visitors whose primary travel motivation expectations were not met. The research therefore confirmed that there is a relationship between service and travel motivation. In terms of visitors' satisfaction, the relevance of the relationship between travel motives and service is lower if the visitors' primary travel needs are met, with a higher relevance of the relationship if the primary travel needs are not met. Park management can use these results as tools to ensure that the product offered guarantees visitors' satisfaction and therefore contributes to long-term park sustainability. Therefore park management can obtain the ideal tourist experience by not only focusing on the travel motives but also on the quality of service delivered at the park. / Thesis (M.Com. (Tourism))--North-West University, Potchefstroom Campus, 2011.

The primary objective of this study was to develop an ecotourism model for South African National Parks. South African National Parks' current ecotourism/tourism management strategies were analysed and it was found that no clear guidelines regarding the development and management of ecotourism in South Africa National Parks exists. As South African National Parks (SANParks) is one of the largest conservation and ecotourism providers in South Africa, and because ecotourism tends to occur in sensitive ecological and human communities, the need for an ecotourism model for South African National Parks is crucial. The absence of such a model will prevent the effective and sustainable management, monitoring and control of ecotourism in South African National Parks. A literature study was conducted into sustainable–, responsible– and ecotourism as well as current national and international policies concerning ecotourism in national parks or nature–based tourism. Sustainable tourism requires that tourism development should be of such a nature that a balance is kept between the economy, socio–cultural environment and the physical environment. This is referred to as the triple bottom line. The goal of sustainable tourism is to maximise the positive impacts and minimise the negative impacts on the just mentioned triple bottom line aspects. Responsible tourism has the same goals as sustainable tourism, but stresses the importance of all stakeholders taking responsibility of ensuring a sustainable tourism industry. It should therefore be seen as a pathway to achieve sustainable tourism, rather than as an end in itself. Ecotourism forms part of the sustainable/responsible tourism paradigm. From the literature, four main pillars were identified on which ecotourism is based, namely: conservation and enhancement of natural and cultural attractions; environmental education; sustainable management practices and the provision of an enlightening tourist experience. The literature review also indicated some principles supportive of the pillars that are important if ecotourism is to take place, namely: natural and cultural environment; local community upliftment; long–term planning; ethical behaviour of all stakeholders; environmentally–friendly practices and tourist satisfaction. Quantitative research was conducted. An explorative research approach was followed by the means of a self–administered questionnaire with the aim of determining the perceptions, of both the demand side (visitors to South Africa National Parks) and from the supply side (managers of South African National Parks) on the subject of ecotourism. Fifty–six (56) constructs pertaining to aspects of ecotourism were measured on a five–point Likert scale. The constructs were based on a literature review regarding responsible– and ecotourism. Sources that were used to a large extent to develop the questionnaire include the works of Frey and George (2010), Saayman (2009), Fennell (2008), Spencely (2008), Björk (2007), Diamantis (2004),DEAT (2003) The questionnaire for the visitor survey was launched on the website of South Africa National Parks during March 2011 and ran for one month. During this time, 993 respondents completed the questionnaire. The same questionnaire was sent via electronic mail to the managers of SANParks, namely regional and general managers, hospitality services managers and managing executives. A total of 25 questionnaires were completed. The results of the empirical research were processed by the North–West University's Statistical Consultation Services (Potchefstroom Campus). The data was analysed by means of the SPSS (Statistical Package for Social Sciences) software programme. Statistical methods that were used include: descriptive statistics; exploratory factor analysis; factor correlation matrix and a t–test. The results of the descriptive statistics revealed that the following ecotourism aspects were rated as most important by visitors: everyone (staff and visitors) has a responsibility to maintain a litter–free environment; animals should not be fed; everyone (staff and visitors) has a responsibility to save water and electricity. The managers, however, rated the following as the most important ecotourism aspects: to ensure managers, staff and contract employees understand and adhere to all aspects of the South African National Parks' policy to prevent negative impacts on the environment and local communities; do not feed the animals; and to comply with all relevant national, provincial and local legislation, regulations, licences and permits as may be required. Six factors were identified from the exploratory factor analysis: Factor 1: Product development; Factor 2: Local community involvement; Factor 3: Environmentally friendly practices; Factor 4: Ethics; Factor 5: Food and activities; Factor 6: Policies. The factors recorded serve as important guidelines for the development and management of ecotourism products in South African National Parks. For instance, the factor with the highest mean value was “ethics”. Visitor respondents felt very strongly that rules and regulations should be adhered to by visitors and that severe penalties should be implemented in the case of non–compliance. This was also the definite view of staff members. The research made the following contributions to the discipline of tourism and specifically ecotourism: * This research presents the first ecotourism model for South African National Parks which can assist park management in creating ecotourism products that provide a sustainable ecotourism experience and secure the future of ecotourism in national parks. * It was the first time that the perception of ecotourism was determined from both a demand and supply side in South Africa National Parks, which assisted in identifying the key factors for ecotourism products from. * The results of this research paved the way for SANParks in the development of an ecotourism policy for South African National Parks. * The results further made a contribution to the future development of a national ecotourism policy for South Africa (which currently does not exist). Such a policy can then be applied to provincial parks, private game reserves and game farms in South Africa. * The research contributed to the development of a sustainable ecotourism rating criteria for South African National Parks to allow them to grow closer to an ideal managed system that is in line with sustainable / responsible management aspects. * The results were presented at the First International Conference on Tourism and Management Studies in the Algarve, Portugal on the 27th October 2011. * A contribution was also made to the literature on ecotourism in terms of clarification of what is expected by the users (tourists) of ecotourism products and what SANParks' managers view as important aspects of ecotourism and how ecotourism should be developed and managed. * Finally, this study contributed to the research concerning national parks in terms of ecotourism development and management. / Thesis (Ph.D. (Tourism))--North-West University, Potchefstroom Campus, 2012.

The literature review on tourist satisfaction revealed that a satisfied tourist leads to positive word of mouth recommendation to friends and family, loyalty (return visits), competitive advantage and long-term profitability and sustainability. These favourable benefits resulting from satisfaction are necessary for any destination to survive in the competitive tourism industry. The Addo Elephant National Park (AENP) is one of 21 national parks in South Africa and is managed by SANParks. Data captured from visitors to the (AENP) was used to achieve the objective of this study. As national, regional, local and privately owned parks (private game farms) strive to increase their share in the international and national market, it is important to understand why visitors return to a certain destination and the role service plays in the return decision. Literature on satisfaction identified two components that contribute to return visits. These were service (delivering quality service) and travel motivation (why people travel to a certain destination). The aim of this research was to determine the relationship between satisfaction, service and travel motivations of the visitors to the AENP. To achieve this, data captured from 2005-2007 by the Institute for Tourism and Leisure Studies on the AENP was firstly used to determine the visitors? profile and, secondly, to apply factor analyses and the t-test. The factor analyses were applied and, in both cases, four factors were identified. In the case of the service factors, hospitality services, general services, activities, and infrastructure disseminations were found and, in the case of travel motivation factors, learning experience, activities and events, escape and family socialising. The t-tests were used to determine whether or not visitors' expectations were met. This was also used to determine the relationship between travel motives, service and satisfaction of the visitors to the AENP. Findings indicated that the visitors whose primary travel motivation expectations were met rated the services higher than visitors whose primary travel motivation expectations were not met. The research therefore confirmed that there is a relationship between service and travel motivation. In terms of visitors' satisfaction, the relevance of the relationship between travel motives and service is lower if the visitors' primary travel needs are met, with a higher relevance of the relationship if the primary travel needs are not met. Park management can use these results as tools to ensure that the product offered guarantees visitors' satisfaction and therefore contributes to long-term park sustainability. Therefore park management can obtain the ideal tourist experience by not only focusing on the travel motives but also on the quality of service delivered at the park. / Thesis (M.Com. (Tourism))--North-West University, Potchefstroom Campus, 2011.

The primary objective of this study was to develop an ecotourism model for South African National Parks. South African National Parks' current ecotourism/tourism management strategies were analysed and it was found that no clear guidelines regarding the development and management of ecotourism in South Africa National Parks exists. As South African National Parks (SANParks) is one of the largest conservation and ecotourism providers in South Africa, and because ecotourism tends to occur in sensitive ecological and human communities, the need for an ecotourism model for South African National Parks is crucial. The absence of such a model will prevent the effective and sustainable management, monitoring and control of ecotourism in South African National Parks. A literature study was conducted into sustainable–, responsible– and ecotourism as well as current national and international policies concerning ecotourism in national parks or nature–based tourism. Sustainable tourism requires that tourism development should be of such a nature that a balance is kept between the economy, socio–cultural environment and the physical environment. This is referred to as the triple bottom line. The goal of sustainable tourism is to maximise the positive impacts and minimise the negative impacts on the just mentioned triple bottom line aspects. Responsible tourism has the same goals as sustainable tourism, but stresses the importance of all stakeholders taking responsibility of ensuring a sustainable tourism industry. It should therefore be seen as a pathway to achieve sustainable tourism, rather than as an end in itself. Ecotourism forms part of the sustainable/responsible tourism paradigm. From the literature, four main pillars were identified on which ecotourism is based, namely: conservation and enhancement of natural and cultural attractions; environmental education; sustainable management practices and the provision of an enlightening tourist experience. The literature review also indicated some principles supportive of the pillars that are important if ecotourism is to take place, namely: natural and cultural environment; local community upliftment; long–term planning; ethical behaviour of all stakeholders; environmentally–friendly practices and tourist satisfaction. Quantitative research was conducted. An explorative research approach was followed by the means of a self–administered questionnaire with the aim of determining the perceptions, of both the demand side (visitors to South Africa National Parks) and from the supply side (managers of South African National Parks) on the subject of ecotourism. Fifty–six (56) constructs pertaining to aspects of ecotourism were measured on a five–point Likert scale. The constructs were based on a literature review regarding responsible– and ecotourism. Sources that were used to a large extent to develop the questionnaire include the works of Frey and George (2010), Saayman (2009), Fennell (2008), Spencely (2008), Björk (2007), Diamantis (2004),DEAT (2003) The questionnaire for the visitor survey was launched on the website of South Africa National Parks during March 2011 and ran for one month. During this time, 993 respondents completed the questionnaire. The same questionnaire was sent via electronic mail to the managers of SANParks, namely regional and general managers, hospitality services managers and managing executives. A total of 25 questionnaires were completed. The results of the empirical research were processed by the North–West University's Statistical Consultation Services (Potchefstroom Campus). The data was analysed by means of the SPSS (Statistical Package for Social Sciences) software programme. Statistical methods that were used include: descriptive statistics; exploratory factor analysis; factor correlation matrix and a t–test. The results of the descriptive statistics revealed that the following ecotourism aspects were rated as most important by visitors: everyone (staff and visitors) has a responsibility to maintain a litter–free environment; animals should not be fed; everyone (staff and visitors) has a responsibility to save water and electricity. The managers, however, rated the following as the most important ecotourism aspects: to ensure managers, staff and contract employees understand and adhere to all aspects of the South African National Parks' policy to prevent negative impacts on the environment and local communities; do not feed the animals; and to comply with all relevant national, provincial and local legislation, regulations, licences and permits as may be required. Six factors were identified from the exploratory factor analysis: Factor 1: Product development; Factor 2: Local community involvement; Factor 3: Environmentally friendly practices; Factor 4: Ethics; Factor 5: Food and activities; Factor 6: Policies. The factors recorded serve as important guidelines for the development and management of ecotourism products in South African National Parks. For instance, the factor with the highest mean value was “ethics”. Visitor respondents felt very strongly that rules and regulations should be adhered to by visitors and that severe penalties should be implemented in the case of non–compliance. This was also the definite view of staff members. The research made the following contributions to the discipline of tourism and specifically ecotourism: * This research presents the first ecotourism model for South African National Parks which can assist park management in creating ecotourism products that provide a sustainable ecotourism experience and secure the future of ecotourism in national parks. * It was the first time that the perception of ecotourism was determined from both a demand and supply side in South Africa National Parks, which assisted in identifying the key factors for ecotourism products from. * The results of this research paved the way for SANParks in the development of an ecotourism policy for South African National Parks. * The results further made a contribution to the future development of a national ecotourism policy for South Africa (which currently does not exist). Such a policy can then be applied to provincial parks, private game reserves and game farms in South Africa. * The research contributed to the development of a sustainable ecotourism rating criteria for South African National Parks to allow them to grow closer to an ideal managed system that is in line with sustainable / responsible management aspects. * The results were presented at the First International Conference on Tourism and Management Studies in the Algarve, Portugal on the 27th October 2011. * A contribution was also made to the literature on ecotourism in terms of clarification of what is expected by the users (tourists) of ecotourism products and what SANParks' managers view as important aspects of ecotourism and how ecotourism should be developed and managed. * Finally, this study contributed to the research concerning national parks in terms of ecotourism development and management. / Thesis (Ph.D. (Tourism))--North-West University, Potchefstroom Campus, 2012.

Despite global growth in the disability tourism market, tourism organisations have not realised the full potential of this market due to a lack of understanding of this market segment as well as the perception that PwDs do not travel. Most facilities remain inaccessible to people with both permanent and temporary impairments. Disability movements (like the American Association of People with Disabilities, Aspies for Freedom and Handicap International) have raised their voices but not loud enough to stir action. Workshops, seminars and conferences have been held but most were talk shows with no practical implications. To date, no research-based universal accessibility framework exists for national parks in South Africa and Zimbabwe and no practical standards have been formulated to ensure accessibility to all in these parks. This study aimed to design a universal accessibility framework for national parks in South Africa and Zimbabwe. To achieve this goal one of the study‟s objectives was a literature review on universal accessibility and tourism. This objective is achieved in Chapter 2. The second objective was to establish the extent to which national parks in South Africa and Zimbabwe are universally accessible. Interviews were conducted with park management in both countries to meet this objective. The study also sought to establish the accessibility expectations of people with disabilities; this was attained by administering a 10-page online questionnaire to people with disabilities from across the globe. Finally, the study aimed to formulate a set of recommendations and develop a framework for universal accessibility. Using SPSS, Exploratory Factor Analysis and ANOVAs were performed in order to analyse and interpret data. Descriptive statistics were also used. The Alpha values and mean inter-item correlations confirmed the reliability and internal consistency of the data. Eleven factors were identified from the factor analysis: transport; parking and entrance; the reception area; restrooms; bird watching and game drives; trails; information accessibility; interpretation; water-based activities; accommodation and dining as well as campsites. The results revealed that while people with disabilities want all areas to be accessible, specific facilities were singled out in line with particular disabilities. People with mobility impairments were more worried about transport and parking than people with other impairments. They were also concerned about the accessibility of bird watching and game viewing as well as accommodation and dining than were people with hearing and visual impairments. People with hearing impairments placed much high value on the accessibility of the reception area than those with mobility and visual impairments. Interesting to note was the fact that people with visual impairments did not regard accessible restrooms as very important. Most importantly, all people with disabilities were strongly against steps and staircases in all facilities since they are a serious barrier to accessibility regardless of type of disability. They also attach more value to how they are treated when they visit national parks. This was identified as more important than physical access. A universal accessibility framework was developed based on the literature and research findings. This framework will go a long way in assisting policy makers to address accessibility issues in national parks and the tourism sector in general. / PhD (Tourism Management), North-West University, Potchefstroom Campus, 2015

Despite global growth in the disability tourism market, tourism organisations have not realised the full potential of this market due to a lack of understanding of this market segment as well as the perception that PwDs do not travel. Most facilities remain inaccessible to people with both permanent and temporary impairments. Disability movements (like the American Association of People with Disabilities, Aspies for Freedom and Handicap International) have raised their voices but not loud enough to stir action. Workshops, seminars and conferences have been held but most were talk shows with no practical implications. To date, no research-based universal accessibility framework exists for national parks in South Africa and Zimbabwe and no practical standards have been formulated to ensure accessibility to all in these parks. This study aimed to design a universal accessibility framework for national parks in South Africa and Zimbabwe. To achieve this goal one of the study‟s objectives was a literature review on universal accessibility and tourism. This objective is achieved in Chapter 2. The second objective was to establish the extent to which national parks in South Africa and Zimbabwe are universally accessible. Interviews were conducted with park management in both countries to meet this objective. The study also sought to establish the accessibility expectations of people with disabilities; this was attained by administering a 10-page online questionnaire to people with disabilities from across the globe. Finally, the study aimed to formulate a set of recommendations and develop a framework for universal accessibility. Using SPSS, Exploratory Factor Analysis and ANOVAs were performed in order to analyse and interpret data. Descriptive statistics were also used. The Alpha values and mean inter-item correlations confirmed the reliability and internal consistency of the data. Eleven factors were identified from the factor analysis: transport; parking and entrance; the reception area; restrooms; bird watching and game drives; trails; information accessibility; interpretation; water-based activities; accommodation and dining as well as campsites. The results revealed that while people with disabilities want all areas to be accessible, specific facilities were singled out in line with particular disabilities. People with mobility impairments were more worried about transport and parking than people with other impairments. They were also concerned about the accessibility of bird watching and game viewing as well as accommodation and dining than were people with hearing and visual impairments. People with hearing impairments placed much high value on the accessibility of the reception area than those with mobility and visual impairments. Interesting to note was the fact that people with visual impairments did not regard accessible restrooms as very important. Most importantly, all people with disabilities were strongly against steps and staircases in all facilities since they are a serious barrier to accessibility regardless of type of disability. They also attach more value to how they are treated when they visit national parks. This was identified as more important than physical access. A universal accessibility framework was developed based on the literature and research findings. This framework will go a long way in assisting policy makers to address accessibility issues in national parks and the tourism sector in general. / PhD (Tourism Management), North-West University, Potchefstroom Campus, 2015

In recent years, protected areas have come under pressure due to the budget cuts of government. As a result, national parks have had to devise strategies by means of which they are able to generate additional revenue, in order to remain competitive. Such a strategy is the introduction of public-private partnerships, which allows the private sector to operate certain lodging facilities, restaurants and shops within parks. SANParks introduced their commercialization strategy in 2000 and overall it has been a success. However, despite earning much needed revenue; there are many complaints from tourists regarding the food and beverage concessions. Research regarding travel food consumption is in its infancy and is lacking in social science research. The importance of travel dining cannot be understated as it constitutes approximately 25% of tourist expenditure and as such contributes to the economic receipts of a destination. The importance of understanding the wants and needs of tourists with reference to food and beverage will enable destinations to realise the full economic potential of the tourism experience. It has been postulated that food consumption no longer forms part of the ‘supporting’ experience but is in fact a ‘peak’ tourist experience and as such can impair the total tourist experience if tourists are not satisfied with food and beverage consumption at a destination. SANParks does not offer a wide variety of food and beverage facilities and it is of utmost importance that the facilities that are available, cater to the requirements of tourists. The purpose of this study was to construct a model for concessionaire food and beverage operations at SANParks. This was done by targeting tourists who visit SANParks and inquiring as to their preferences with regard to restaurants and shop facilities. The questionnaire for the study was posted on SANParks’ website for a period of three weeks and consisted of four sections, namely a demographic section, a section related to food service brands, a section regarding restaurants and the last section regarding shop facilities. The data was analysed to provide information needed to construct a model for concessionaire food and beverage operations in SANParks. Data provided a demographic profile of tourists to SANParks, factors analysis provided restaurant and take-away factors, ANOVA and t-tests allowed comparisons of factors with demographics and lastly structural equation modelling which provided goodness of fit indices for the proposed model. / Thesis (PhD (Tourism Management))--North-West University, Potchefstroom Campus, 2013

The aim of this study is to determine the value of the Big 5 from a visitor’s perspective. This study will focus on determining the stated preference or contingent value (CV) of the Big 5 through a survey of tourists’, visiting the Kruger National Park, willingness to pay (WTP) for the conservation. The CV method is based on the principle of stated preferences, since participants are asked to state how much they are willing to pay for specific goods or services. Literature indicates that there is a relationship between education, income, professional standing, marital status, age, characteristics of visit, number of children and nationality and a tourist’s willingness to pay. By estimating the effect these variables have on a tourist’s willingness to pay will assist parks and private game reserves in future decisions concerning the conservation of wildlife. Additionally this information is also invaluable for marketing as well as pricing purposes since it gives a specific monetary value. The study found that visitors to the Kruger National Park (KNP) assigned a significant amount (34.64%) of total average spending to experience the Big 5. The value per species also differed. The main determinants of visitors’ willingness-to-pay for simply viewing the Big 5 include age, the marital status and the role of the Big 5 during decision to visit the KNP. Noticeable differences between international literature and this research are the determinants like education, income, age and country of residence. / Thesis (MCom (Economics))--North-West University, Potchefstroom Campus, 2013.

In recent years, protected areas have come under pressure due to the budget cuts of government. As a result, national parks have had to devise strategies by means of which they are able to generate additional revenue, in order to remain competitive. Such a strategy is the introduction of public-private partnerships, which allows the private sector to operate certain lodging facilities, restaurants and shops within parks. SANParks introduced their commercialization strategy in 2000 and overall it has been a success. However, despite earning much needed revenue; there are many complaints from tourists regarding the food and beverage concessions. Research regarding travel food consumption is in its infancy and is lacking in social science research. The importance of travel dining cannot be understated as it constitutes approximately 25% of tourist expenditure and as such contributes to the economic receipts of a destination. The importance of understanding the wants and needs of tourists with reference to food and beverage will enable destinations to realise the full economic potential of the tourism experience. It has been postulated that food consumption no longer forms part of the ‘supporting’ experience but is in fact a ‘peak’ tourist experience and as such can impair the total tourist experience if tourists are not satisfied with food and beverage consumption at a destination. SANParks does not offer a wide variety of food and beverage facilities and it is of utmost importance that the facilities that are available, cater to the requirements of tourists. The purpose of this study was to construct a model for concessionaire food and beverage operations at SANParks. This was done by targeting tourists who visit SANParks and inquiring as to their preferences with regard to restaurants and shop facilities. The questionnaire for the study was posted on SANParks’ website for a period of three weeks and consisted of four sections, namely a demographic section, a section related to food service brands, a section regarding restaurants and the last section regarding shop facilities. The data was analysed to provide information needed to construct a model for concessionaire food and beverage operations in SANParks. Data provided a demographic profile of tourists to SANParks, factors analysis provided restaurant and take-away factors, ANOVA and t-tests allowed comparisons of factors with demographics and lastly structural equation modelling which provided goodness of fit indices for the proposed model. / Thesis (PhD (Tourism Management))--North-West University, Potchefstroom Campus, 2013