Strategies to improve tourism service quality : a case study of the Sol Plaatje Municipal Area
Published Article === Globally, tourism is increasingly referred to as the world's biggest industry. As tourism increases, so does consumer demand for quality. Superior customer service may be viewed as one of the most effective strategies for tourism destinations to create and maintain a susta...
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Journal for New Generation Sciences, Vol 9, Issue 1: Central University of Technology, Free State, Bloemfontein
2015
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Online Access: | http://hdl.handle.net/11462/581 |
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ndltd-netd.ac.za-oai-union.ndltd.org-cut-oai-ir.cut.ac.za-11462-5812016-03-16T03:59:04Z Strategies to improve tourism service quality : a case study of the Sol Plaatje Municipal Area Olivier, E.S. Strydom, A.J. Central University of Technology, Free State, Bloemfontein Service excellence Accommodation Transportation Tourist attractions Published Article Globally, tourism is increasingly referred to as the world's biggest industry. As tourism increases, so does consumer demand for quality. Superior customer service may be viewed as one of the most effective strategies for tourism destinations to create and maintain a sustainable competitive advantage. The primary goals of this article are to:•Describe the current satisfaction levels of international and domestic tourists to the Sol Plaatje Municipal Area in terms of service quality; •Describe the perceptions and experiences of role-players in the local tourism industry regarding service excellence; and •Make recommendations to improve service quality in the Sol Plaatje area where applicable. The findings of this study revealed the following:•Although the majority of tourists (83.4% of domestic and 93.8% of international tourists) were generally satisfied with the service they received, there are specific areas requiring urgent attention for service levels to improve. •A large number of local role-players (50%+) representing the tourism industry in the region believe that service delivery must improve substantially within accommodation establishments, the transportation sector, restaurants (including coffee shops) and tourist attractions. The major contribution of the research study lies in the fact that the findings and recommendations will be beneficial to tourism stakeholders in their efforts to provide tourists with the best holiday and/or business experience at their respective tourist destinations. 2015-10-01T08:55:45Z 2015-10-01T08:55:45Z 2011 2011 Article 16844998 http://hdl.handle.net/11462/581 en_US Journal for New Generation Sciences;Vol 9, Issue 1 Central University of Technology, Free State, Bloemfontein 617 240 bytes, 1 file Application/PDF Journal for New Generation Sciences, Vol 9, Issue 1: Central University of Technology, Free State, Bloemfontein |
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Service excellence Accommodation Transportation Tourist attractions |
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Service excellence Accommodation Transportation Tourist attractions Olivier, E.S. Strydom, A.J. Strategies to improve tourism service quality : a case study of the Sol Plaatje Municipal Area |
description |
Published Article === Globally, tourism is increasingly referred to as the world's biggest industry. As tourism increases, so does consumer demand for quality. Superior customer service may be viewed as one of the most effective strategies for tourism destinations to create and maintain a sustainable competitive advantage. The primary goals of this article are to:•Describe the current satisfaction levels of international and domestic tourists to the Sol Plaatje Municipal Area in terms of service quality;
•Describe the perceptions and experiences of role-players in the local tourism industry regarding service excellence; and
•Make recommendations to improve service quality in the Sol Plaatje area where applicable.
The findings of this study revealed the following:•Although the majority of tourists (83.4% of domestic and 93.8% of international tourists) were generally satisfied with the service they received, there are specific areas requiring urgent attention for service levels to improve.
•A large number of local role-players (50%+) representing the tourism industry in the region believe that service delivery must improve substantially within accommodation establishments, the transportation sector, restaurants (including coffee shops) and tourist attractions.
The major contribution of the research study lies in the fact that the findings and recommendations will be beneficial to tourism stakeholders in their efforts to provide tourists with the best holiday and/or business experience at their respective tourist destinations. |
author2 |
Central University of Technology, Free State, Bloemfontein |
author_facet |
Central University of Technology, Free State, Bloemfontein Olivier, E.S. Strydom, A.J. |
author |
Olivier, E.S. Strydom, A.J. |
author_sort |
Olivier, E.S. |
title |
Strategies to improve tourism service quality : a case study of the Sol Plaatje Municipal Area |
title_short |
Strategies to improve tourism service quality : a case study of the Sol Plaatje Municipal Area |
title_full |
Strategies to improve tourism service quality : a case study of the Sol Plaatje Municipal Area |
title_fullStr |
Strategies to improve tourism service quality : a case study of the Sol Plaatje Municipal Area |
title_full_unstemmed |
Strategies to improve tourism service quality : a case study of the Sol Plaatje Municipal Area |
title_sort |
strategies to improve tourism service quality : a case study of the sol plaatje municipal area |
publisher |
Journal for New Generation Sciences, Vol 9, Issue 1: Central University of Technology, Free State, Bloemfontein |
publishDate |
2015 |
url |
http://hdl.handle.net/11462/581 |
work_keys_str_mv |
AT olivieres strategiestoimprovetourismservicequalityacasestudyofthesolplaatjemunicipalarea AT strydomaj strategiestoimprovetourismservicequalityacasestudyofthesolplaatjemunicipalarea |
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