M. Tech. Tourism and Hospitality Management / Events, specifically festivals, have experienced significant growth in South Africa over the past ten years in size, numbers, diversity and popularity. There is a growing need in the broader social circles to embrace various forms of art and to create the opportunity to celebrate culture. For this reason Arts festivals have become a feature in the South African cultural landscape. The long term success and sustainability of these events rely on aggressive marketing and emphasis on service quality, thereby highlighting sustainability of festivals and events through service quality. The questionnaire, based on the SERVQUAL model and an adaption of Grönroos was used to identify service perceptions and expectations of service quality at Innibos National Arts Festival in Mbombela, South Africa. This study aimed at quantifying the gap between attendee's expectations and perceptions of service quality and overall customer satisfaction. This study aims to assist the Management of Innibos and other arts festivals to improve the service quality and meet the expectations of their customers.
| Identifer | oai:union.ndltd.org:netd.ac.za/oai:union.ndltd.org:tut/oai:encore.tut.ac.za:d1001128 |
| Date | January 2013 |
| Creators | Welthagen, Lisa Charmaine. |
| Source Sets | South African National ETD Portal |
| Language | English |
| Detected Language | English |
| Type | Text |
| Format |
Page generated in 0.0018 seconds