- Title
- Satisfaction levels of visitors at the Tsitsikamma National Park
- Creator
- Maluwa, Lutendo Obed
- Subject
- Tourism -- Research -- South Africa Consumer behavior -- South Africa
- Subject
- Customer relations -- South Africa National parks and reserves -- South Africa
- Date Issued
- 2017
- Date
- 2017
- Type
- Thesis
- Type
- Masters
- Type
- MPhil
- Identifier
- http://hdl.handle.net/10948/18058
- Identifier
- vital:28569
- Description
- The literature reviews 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. South African National Parks (SANParks) manages all 21 national parks in South Africa, with the TNP being the third in terms of visitor numbers and income generated from tourism products. Data captured from visitors to the TNP was used to achieve the goal and objective of this study. This goal was achieved by conducting a questionnaire survey at Storm’s River rest camp within the TNP from 01 May to 31 July 2015. A total of 120 questionnaires were completed and included in further analysis. The aim of this research was to determine the relationship between satisfaction, service and travel motivations of the visitors to the TNP. The statistical test was used to determine whether or not visitors’ expectations were met. This was also used to determine the relationship between travel behaviour, travel motives, and service satisfaction of the visitors to the TNP. 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 is able to obtain the ideal tourist experience by not only focusing on the travel motives but also on the quality of service delivered at the park. 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. 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, which will lead to positive word of mouth sharing, loyalty, increased revenue and sustainability of the TNP.
- Format
- xiii, 200 leaves
- Format
- Publisher
- Nelson Mandela Metropolitan University
- Publisher
- Faculty of Business and Economic Sciences
- Language
- English
- Rights
- Nelson Mandela Metropolitan University
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