An investigation into visitors' satisfaction with Port Elizabeth's heritage museums
- Hou, Yue
- Authors: Hou, Yue
- Date: 2009
- Subjects: Art museum attendance -- South Africa -- Port Elizabeth , Customer satisfaction -- South Africa -- Port Elizabeth , Heritage tourism -- South Africa -- Port Elizabeth , Museums -- South Africa -- Port Elizabeth , Tourism -- South Africa -- Port Elizabeth
- Language: English
- Type: Thesis , Masters , MTech
- Identifier: vital:9361 , http://hdl.handle.net/10948/1250 , Art museum attendance -- South Africa -- Port Elizabeth , Customer satisfaction -- South Africa -- Port Elizabeth , Heritage tourism -- South Africa -- Port Elizabeth , Museums -- South Africa -- Port Elizabeth , Tourism -- South Africa -- Port Elizabeth
- Description: Cultural and heritage tourism, one of the fastest growing segments of the tourism industry, is becoming a major pillar in the tourism strategy of many countries. Like elsewhere in the world, museums play a significant role in heritage tourism. South Africa has a rich history of intangible cultural heritage which manifests itself in oral history, traditional music and dance, social practices and indigenous knowledge systems. It is becoming more important for museum managers to identify the variables that will enhance the attraction and retention of museum visitors. The aim of the study was to determine tourists’ satisfaction with their visit to Port Elizabeth’s heritage museums by comparing their expectations and experiences. This could help museum marketers to better understand their customers, and design experiences that match their expectations. The literature review presented a brief overview of heritage tourism, the museum experience, and visitors’ satisfaction. Concepts of heritage tourism, functions of museums and the different museum attributes that might impact customer satisfaction were discussed. Literature on visitors’ satisfaction included descriptions of the expectations and approaches to measuring customer satisfaction. A museum satisfaction conceptual model resulted from these reviews. ii The proposed model was modified in the empirical study. The data were collected by means of a survey, using self-administered questionnaires distributed to visitors at three heritage museums in Port Elizabeth. Two hundred and twelve useable questionnaires were received. The empirical findings did not fully support the conceptual model. By conducting a factor analysis, the data was reduced to eight factors, namely, human interaction, physical evidence, facilities, facility quality, exhibition, edutainment, escape and aestheticism. It was found that the satisfaction mean scores were consistently higher than the expectation mean scores. This implies that museum visitors were satisfied with their experience of the three heritage museums in Port Elizabeth. Finally, the results of the paired sample t-test and regression analyses tested and explained formulated hypotheses. The principal recommendations emanating from this study are summarised in two groups, namely: • recommendations pertaining to the strategic implications of the findings in terms of service, facilities and experience. For example, the museum administration could establish more facilities for the disabled and the elderly, consider discounting and promotion programmes, and increase the use of technology in their displays. • recommendations for future research. For example, future studies could be applied to investigate visitors’ satisfaction with other heritage museums in South Africa.
- Full Text:
- Date Issued: 2009
- Authors: Hou, Yue
- Date: 2009
- Subjects: Art museum attendance -- South Africa -- Port Elizabeth , Customer satisfaction -- South Africa -- Port Elizabeth , Heritage tourism -- South Africa -- Port Elizabeth , Museums -- South Africa -- Port Elizabeth , Tourism -- South Africa -- Port Elizabeth
- Language: English
- Type: Thesis , Masters , MTech
- Identifier: vital:9361 , http://hdl.handle.net/10948/1250 , Art museum attendance -- South Africa -- Port Elizabeth , Customer satisfaction -- South Africa -- Port Elizabeth , Heritage tourism -- South Africa -- Port Elizabeth , Museums -- South Africa -- Port Elizabeth , Tourism -- South Africa -- Port Elizabeth
- Description: Cultural and heritage tourism, one of the fastest growing segments of the tourism industry, is becoming a major pillar in the tourism strategy of many countries. Like elsewhere in the world, museums play a significant role in heritage tourism. South Africa has a rich history of intangible cultural heritage which manifests itself in oral history, traditional music and dance, social practices and indigenous knowledge systems. It is becoming more important for museum managers to identify the variables that will enhance the attraction and retention of museum visitors. The aim of the study was to determine tourists’ satisfaction with their visit to Port Elizabeth’s heritage museums by comparing their expectations and experiences. This could help museum marketers to better understand their customers, and design experiences that match their expectations. The literature review presented a brief overview of heritage tourism, the museum experience, and visitors’ satisfaction. Concepts of heritage tourism, functions of museums and the different museum attributes that might impact customer satisfaction were discussed. Literature on visitors’ satisfaction included descriptions of the expectations and approaches to measuring customer satisfaction. A museum satisfaction conceptual model resulted from these reviews. ii The proposed model was modified in the empirical study. The data were collected by means of a survey, using self-administered questionnaires distributed to visitors at three heritage museums in Port Elizabeth. Two hundred and twelve useable questionnaires were received. The empirical findings did not fully support the conceptual model. By conducting a factor analysis, the data was reduced to eight factors, namely, human interaction, physical evidence, facilities, facility quality, exhibition, edutainment, escape and aestheticism. It was found that the satisfaction mean scores were consistently higher than the expectation mean scores. This implies that museum visitors were satisfied with their experience of the three heritage museums in Port Elizabeth. Finally, the results of the paired sample t-test and regression analyses tested and explained formulated hypotheses. The principal recommendations emanating from this study are summarised in two groups, namely: • recommendations pertaining to the strategic implications of the findings in terms of service, facilities and experience. For example, the museum administration could establish more facilities for the disabled and the elderly, consider discounting and promotion programmes, and increase the use of technology in their displays. • recommendations for future research. For example, future studies could be applied to investigate visitors’ satisfaction with other heritage museums in South Africa.
- Full Text:
- Date Issued: 2009
Job satisfaction of public sector pharmacists in the Nelson Mandela Metropole
- Authors: Matshotyana, Kidwell
- Date: 2009
- Subjects: Job satisfaction , Employee retention , Pharmacists -- South Africa -- Port Elizabeth
- Language: English
- Type: Thesis , Masters , MA
- Identifier: vital:10143 , http://hdl.handle.net/10948/1006 , Job satisfaction , Employee retention , Pharmacists -- South Africa -- Port Elizabeth
- Description: There is a severe shortage of pharmacists in the Nelson Mandela Metropole with a current vacancy rate of over 50 percent on the approved posts for pharmacists (PERSAL 31 December 2007). The metropole has struggled to retain pharmacists in spite of the urban setting. The aim of this research was to measure the level of job satisfaction amongst pharmacists working in the public sector of the Nelson Mandela Metropole. The research objective was to conduct a questionnaire-based survey of pharmacists working in public sector facilities in the Nelson Mandela Metropole in order to assess their levels of job satisfaction, and report the findings with appropriate recommendations to management. For this study, the modified JDI Index survey was used focusing on the subscales; work, pay, promotion, supervision, co-workers and patient interaction. Possible retention strategies were also investigated through the use of open ended questions. The questionnaire was administered to 30 pharmacists in full time employment within the public sector in the Nelson Mandela Metropole. A total of 25 questionnaires were returned giving an 83.3 percent response rate. The pharmacists were generally satisfied with the job, their pharmacy co-workers, patient interaction and supervision but were not satisfied with salary and promotion opportunities in the public sector. Using a score from 1 to 5, with 5 indicating a level of high satisfaction, the mean scores for the six subscales were, job (3.2), income (2.1), patient interaction (3.3), promotion (2.0), co-workers (3.4) and supervision (3.7). Financial packages (23, n=25) and fringe benefits (22, n=25) were indicated as the most effective strategies in attracting and retaining pharmacists into the public service. The majority of respondents (15, n=25) agreed that the favourable working hours, flexibility of work, regular working hours with no weekend duties were the most vii positive aspects about their job. The negative aspects mentioned by the majority of the respondents (15, n=25) included poor remuneration, unrealistic notch increases and salaries that were not market-related and uncompetitive.
- Full Text:
- Date Issued: 2009
- Authors: Matshotyana, Kidwell
- Date: 2009
- Subjects: Job satisfaction , Employee retention , Pharmacists -- South Africa -- Port Elizabeth
- Language: English
- Type: Thesis , Masters , MA
- Identifier: vital:10143 , http://hdl.handle.net/10948/1006 , Job satisfaction , Employee retention , Pharmacists -- South Africa -- Port Elizabeth
- Description: There is a severe shortage of pharmacists in the Nelson Mandela Metropole with a current vacancy rate of over 50 percent on the approved posts for pharmacists (PERSAL 31 December 2007). The metropole has struggled to retain pharmacists in spite of the urban setting. The aim of this research was to measure the level of job satisfaction amongst pharmacists working in the public sector of the Nelson Mandela Metropole. The research objective was to conduct a questionnaire-based survey of pharmacists working in public sector facilities in the Nelson Mandela Metropole in order to assess their levels of job satisfaction, and report the findings with appropriate recommendations to management. For this study, the modified JDI Index survey was used focusing on the subscales; work, pay, promotion, supervision, co-workers and patient interaction. Possible retention strategies were also investigated through the use of open ended questions. The questionnaire was administered to 30 pharmacists in full time employment within the public sector in the Nelson Mandela Metropole. A total of 25 questionnaires were returned giving an 83.3 percent response rate. The pharmacists were generally satisfied with the job, their pharmacy co-workers, patient interaction and supervision but were not satisfied with salary and promotion opportunities in the public sector. Using a score from 1 to 5, with 5 indicating a level of high satisfaction, the mean scores for the six subscales were, job (3.2), income (2.1), patient interaction (3.3), promotion (2.0), co-workers (3.4) and supervision (3.7). Financial packages (23, n=25) and fringe benefits (22, n=25) were indicated as the most effective strategies in attracting and retaining pharmacists into the public service. The majority of respondents (15, n=25) agreed that the favourable working hours, flexibility of work, regular working hours with no weekend duties were the most vii positive aspects about their job. The negative aspects mentioned by the majority of the respondents (15, n=25) included poor remuneration, unrealistic notch increases and salaries that were not market-related and uncompetitive.
- Full Text:
- Date Issued: 2009
An evaluation of the recruitment and selection policy and practice in the Department of Water Affairs and Forestry
- Authors: Mettler, Heinrich
- Date: 2004
- Subjects: Employees recruiting , South Africa. Department of Water Affairs and Forestry Officials and employees Recruiting , South Africa. Department of Water Affairs and Forestry Officials and employees Selection and appointment
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:10875 , http://hdl.handle.net/10948/232 , Employees recruiting , South Africa. Department of Water Affairs and Forestry Officials and employees Recruiting , South Africa. Department of Water Affairs and Forestry Officials and employees Selection and appointment
- Description: The objective of this study was to evaluate the current recruitment and selection policy of the Department of Water Affairs and Forestry (DWAF) and to determine whether the recruitment and selection practices comply therewith. To establish whether the policy enhances DWAF’s objective to improve its service delivery, a content analysis of the recruitment and selection policy was executed. To determine whether the recruitment and selection practices comply with the written and accepted policy a questionnaire was designed based on the provisions of the policy and best practices. The questionnaire was personally delivered to 50 potential respondents, of which 35 completed it. The completed questionnaires were processed and analysed using Microsoft Excel 2000. The policy was found to be well researched, comprehensive and efficient to DWAF’s missions and objectives. It however showed signs that indicate the danger of being applied inconsistently. Clarity in terms of procedural sequence and conditions for use eluded some policy provisions, making it acceptable to assume and base decisions on the users discretion. Trained human resource managers guide recruitment and selection practices. The study concluded that the policy was being implemented: the recruitment and selection practices within DWAF complied with its accepted policy. There are standardisation on advertising as recruitment method, and interviewing as selection method. The recruitment and selection activities that are not mentioned within the recruitment and selection policy are done at the line manager and human resource manager’s discretion - this is found to be inconsistent and potentially dangerous to the process. DWAF employs recruitment and selection as tool to enhance performance management and effective service delivery. Recommendations are made to assist DWAF in its quest to achieve maximum return on investment from its human capital.
- Full Text:
- Date Issued: 2004
- Authors: Mettler, Heinrich
- Date: 2004
- Subjects: Employees recruiting , South Africa. Department of Water Affairs and Forestry Officials and employees Recruiting , South Africa. Department of Water Affairs and Forestry Officials and employees Selection and appointment
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:10875 , http://hdl.handle.net/10948/232 , Employees recruiting , South Africa. Department of Water Affairs and Forestry Officials and employees Recruiting , South Africa. Department of Water Affairs and Forestry Officials and employees Selection and appointment
- Description: The objective of this study was to evaluate the current recruitment and selection policy of the Department of Water Affairs and Forestry (DWAF) and to determine whether the recruitment and selection practices comply therewith. To establish whether the policy enhances DWAF’s objective to improve its service delivery, a content analysis of the recruitment and selection policy was executed. To determine whether the recruitment and selection practices comply with the written and accepted policy a questionnaire was designed based on the provisions of the policy and best practices. The questionnaire was personally delivered to 50 potential respondents, of which 35 completed it. The completed questionnaires were processed and analysed using Microsoft Excel 2000. The policy was found to be well researched, comprehensive and efficient to DWAF’s missions and objectives. It however showed signs that indicate the danger of being applied inconsistently. Clarity in terms of procedural sequence and conditions for use eluded some policy provisions, making it acceptable to assume and base decisions on the users discretion. Trained human resource managers guide recruitment and selection practices. The study concluded that the policy was being implemented: the recruitment and selection practices within DWAF complied with its accepted policy. There are standardisation on advertising as recruitment method, and interviewing as selection method. The recruitment and selection activities that are not mentioned within the recruitment and selection policy are done at the line manager and human resource manager’s discretion - this is found to be inconsistent and potentially dangerous to the process. DWAF employs recruitment and selection as tool to enhance performance management and effective service delivery. Recommendations are made to assist DWAF in its quest to achieve maximum return on investment from its human capital.
- Full Text:
- Date Issued: 2004
An analysis of the effective management of growth in a selected business in the body-in-white automotive industry, to improve employee relations
- Authors: Southwood, Paul Harcourt
- Date: 2003
- Subjects: Personnel management -- South Africa , Career development -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:10933 , http://hdl.handle.net/10948/198 , Personnel management -- South Africa , Career development -- South Africa
- Description: Body-In-White business forms part of the automotive industry. The industry is highly specialized and usually operates under tremendous pressure due to the competition within the industry as a result of an oligopolistic market, limited resources, short lead times and the contractual nature of the industry. The selected business has grown steadily over the last five years in terms of the number of employees that have been employed. It is said that employees are a business’s most important asset. How effectively a business is managed during growth and the relationship management has with the employees during that period are critical to a business in maintaining a competitive advantage. Effective management and sound employee relations could ensure the longterm profitability and sustainability of the business. This paper is intended to analyse the selected business to determine how effectively the business is managed and the state of employee relations within the business. Various aspects to effective management and employee relations are presented through a literature study in order to identify the means required to manage effectively and to promote and maintain sound employee relations. A two-pronged approach was undertaken in the applied research. Firstly, a survey with the aid of a structured questionnaire was undertaken among the management of the selected business to gather information. A second survey also with the aid of a structured questionnaire was undertaken among all the employees. The purpose of the two different questionnaires was to make an analysis of the business and to determine whether management and the employees held the same views, or differed on related topics. Mostly management indicated that managerial effectiveness is critical to remaining competitive. Employees indicated that management does not plan and organise an orderly workflow and that employees rely on their overtime remuneration. There was a general agreement by management and employees that more than one person attends to human resource related issues. Effective human resource planning is not enforced to maintain a motivated workforce, as human resource policies and procedures do not pay special attention to employee relations. Among the main findings, the study revealed that while there are some aspects of effective management lacking in the business, the business is mostly managed effectively. However, not enough attention is paid to effective human resource management, as training and development programs for management and employees are lacking and certain human resource issues need to be addressed.
- Full Text:
- Date Issued: 2003
- Authors: Southwood, Paul Harcourt
- Date: 2003
- Subjects: Personnel management -- South Africa , Career development -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:10933 , http://hdl.handle.net/10948/198 , Personnel management -- South Africa , Career development -- South Africa
- Description: Body-In-White business forms part of the automotive industry. The industry is highly specialized and usually operates under tremendous pressure due to the competition within the industry as a result of an oligopolistic market, limited resources, short lead times and the contractual nature of the industry. The selected business has grown steadily over the last five years in terms of the number of employees that have been employed. It is said that employees are a business’s most important asset. How effectively a business is managed during growth and the relationship management has with the employees during that period are critical to a business in maintaining a competitive advantage. Effective management and sound employee relations could ensure the longterm profitability and sustainability of the business. This paper is intended to analyse the selected business to determine how effectively the business is managed and the state of employee relations within the business. Various aspects to effective management and employee relations are presented through a literature study in order to identify the means required to manage effectively and to promote and maintain sound employee relations. A two-pronged approach was undertaken in the applied research. Firstly, a survey with the aid of a structured questionnaire was undertaken among the management of the selected business to gather information. A second survey also with the aid of a structured questionnaire was undertaken among all the employees. The purpose of the two different questionnaires was to make an analysis of the business and to determine whether management and the employees held the same views, or differed on related topics. Mostly management indicated that managerial effectiveness is critical to remaining competitive. Employees indicated that management does not plan and organise an orderly workflow and that employees rely on their overtime remuneration. There was a general agreement by management and employees that more than one person attends to human resource related issues. Effective human resource planning is not enforced to maintain a motivated workforce, as human resource policies and procedures do not pay special attention to employee relations. Among the main findings, the study revealed that while there are some aspects of effective management lacking in the business, the business is mostly managed effectively. However, not enough attention is paid to effective human resource management, as training and development programs for management and employees are lacking and certain human resource issues need to be addressed.
- Full Text:
- Date Issued: 2003
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