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
Perceptions of tourism in the Nelson Mandela Bay Municipality with special reference to the Red location in New Brighton
- Authors: Mfo, Ntomboxolo Siphokazi
- Date: 2019
- Subjects: Heritage tourism -- South Africa -- Port Elizabeth , New Brighton (Port Elizabeth, South Africa) Blacks -- South Africa -- Port Elizabeth -- Social life and customs Tourism -- South Africa -- Port Elizabeth
- Language: English
- Type: Thesis , Masters , MPhil
- Identifier: http://hdl.handle.net/10948/41316 , vital:36443
- Description: Township tourism is a relatively growing sector of the tourism market; therefore, many large cities in developed and developing countries, such as Brazil, have adopted tourism-led approaches to township tourism. Township tourism now forms part of the South African local and regional economic development strategies of some of the major cities, such as Johannesburg, Cape Town and Port Elizabeth. In turn, it is perceived as the fastest growing type of tourism in the world and can function as a powerful tool in township development and transformation. Township tourism has the potential to produce economic benefits, improve physical environment, inner-city image and the welfare of community members. The focus of the research was to study the perception of tourism in the Nelson Mandela Bay Municipality with special reference to the community of the Red Location in New Brighton. Additionally, this study explored to understand how tourism stakeholders (government, provincial government and local municipality), tourism development agencies, as well as the community of the Red Location, could use tourism as a tool for township development, local economic growth and to increase visitors to the Nelson Mandela Bay area. The research adopted a qualitative research method. The research builds on an extensive review of a broad range of secondary sources from different academic and institutional backgrounds to give a more objective and nuanced analysis. The qualitative literature that was used include, but is not limited to, academic articles, books, official reports from the various tourism organisations, publications from tourism authorities, news media, South African legislation and publications from government organisations. Based on this study, it was found that tourism has the capacity to rejuvenate the area and contribute to the local economic development, poverty reduction, as well as create the identity of a place, and serve as a part of the solution for township problems. The potential of tourism to stimulate township development strongly depends on the presence of tourism resources that can be developed into consumable products or visitor attraction as well as on the financial capacity of public and private partners to strengthen and increase visitor facilities, infrastructure and activities. The study employed a descriptive study to capture detailed and meaningful information from the literature search. The literature search gave the researcher an understanding of the research area, tourism policies and the role of the communities in tourism. This understanding improved the quality of the study. Furthermore, the literature provides township tourism precondition guidelines which may be followed to develop tourism in South Africa, especially in communities, such as the Red Location. Overall, the results of this study demonstrate the need to draft and adopt a township tourism strategy, one that is unique to the culture and community of the Red Location in New Brighton.
- Full Text:
- Date Issued: 2019
- Authors: Mfo, Ntomboxolo Siphokazi
- Date: 2019
- Subjects: Heritage tourism -- South Africa -- Port Elizabeth , New Brighton (Port Elizabeth, South Africa) Blacks -- South Africa -- Port Elizabeth -- Social life and customs Tourism -- South Africa -- Port Elizabeth
- Language: English
- Type: Thesis , Masters , MPhil
- Identifier: http://hdl.handle.net/10948/41316 , vital:36443
- Description: Township tourism is a relatively growing sector of the tourism market; therefore, many large cities in developed and developing countries, such as Brazil, have adopted tourism-led approaches to township tourism. Township tourism now forms part of the South African local and regional economic development strategies of some of the major cities, such as Johannesburg, Cape Town and Port Elizabeth. In turn, it is perceived as the fastest growing type of tourism in the world and can function as a powerful tool in township development and transformation. Township tourism has the potential to produce economic benefits, improve physical environment, inner-city image and the welfare of community members. The focus of the research was to study the perception of tourism in the Nelson Mandela Bay Municipality with special reference to the community of the Red Location in New Brighton. Additionally, this study explored to understand how tourism stakeholders (government, provincial government and local municipality), tourism development agencies, as well as the community of the Red Location, could use tourism as a tool for township development, local economic growth and to increase visitors to the Nelson Mandela Bay area. The research adopted a qualitative research method. The research builds on an extensive review of a broad range of secondary sources from different academic and institutional backgrounds to give a more objective and nuanced analysis. The qualitative literature that was used include, but is not limited to, academic articles, books, official reports from the various tourism organisations, publications from tourism authorities, news media, South African legislation and publications from government organisations. Based on this study, it was found that tourism has the capacity to rejuvenate the area and contribute to the local economic development, poverty reduction, as well as create the identity of a place, and serve as a part of the solution for township problems. The potential of tourism to stimulate township development strongly depends on the presence of tourism resources that can be developed into consumable products or visitor attraction as well as on the financial capacity of public and private partners to strengthen and increase visitor facilities, infrastructure and activities. The study employed a descriptive study to capture detailed and meaningful information from the literature search. The literature search gave the researcher an understanding of the research area, tourism policies and the role of the communities in tourism. This understanding improved the quality of the study. Furthermore, the literature provides township tourism precondition guidelines which may be followed to develop tourism in South Africa, especially in communities, such as the Red Location. Overall, the results of this study demonstrate the need to draft and adopt a township tourism strategy, one that is unique to the culture and community of the Red Location in New Brighton.
- Full Text:
- Date Issued: 2019
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