Thesis (MTech (Management))--Cape Peninsula University of Technology, 2005 / This study illustrates the practical value of incorporating the assessment of data
obtained from surveys conducted on tourists' views of current service offerings
at eating establishments. The findings from such surveys can assist tourism
and the hospitality industry managers to identify priorities for product and
service improvements. In essence, the research report examines how tourists
(both domestic and foreign) make the choice of an eating establishment. It also
examines how greater understanding of user-satisfaction (tourists) with the
hospitality products or services may improve planning for the development of
these service offerings. In order to conceptualise the research problem, a
review of literature is provided of selected aspects of visitors perceptions in the
Cape Metropolitan region. Moreover, these aspects (facilities for children,
persons with disability, special attention for pensioners, African dishes on offer)
are also considered based on the argument that the views of visitors on current
service offerings should be given far more prominence than generally occurs at
present.
The survey of two hundred tourists was conducted during the peak holiday
season of December 2004 to January 2005 in the Cape Metropolitan region of
South Africa. The survey examined views and perceptions of visitors about a
range of services at eating establishments. Survey results reported selected
aspects of satisfaction or dissatisfaction with the services of eating
establishment in the Cape Town city centre, Waterfront and Camps Bay.
The researcher concludes that current service offerings at eating
establishments in the Cape Metropolitan region do little to accommodate
visitors whose primary reasons for visiting are to experience the South African
food and wine, especially cultural-specific foods, as well as accommodating the
needs of disabled visitors, children and old age pensioners. The implications of
the findings will assist relevant authorities to help enhance service offerings.
| Identifer | oai:union.ndltd.org:netd.ac.za/oai:union.ndltd.org:cput/oai:localhost:20.500.11838/976 |
| Date | January 2005 |
| Creators | Molose, Thembisile Heyne |
| Publisher | Cape Peninsula University of Technology |
| Source Sets | South African National ETD Portal |
| Language | English |
| Detected Language | English |
| Type | Thesis |
| Rights | http://creativecommons.org/licenses/by-nc-sa/3.0/za/ |
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