This study investigated the customer service satisfaction levels of domestic tourists at accommodation establishments in South Africa. Service excellence is acknowledged as a key driver of bottom-line results and will enable South African accommodation service providers to deliver an unforgettable customer service experience to tourists. However, challenges highlighted in the NTSS include the poor culture of service, lack of service ethos and skills, inconsistent customer service delivery, exacerbated by poor leadership in these areas. Benchmarking against international service standards to provide tourists with excellent service is recommended. Show less

This study investigated the customer service satisfaction levels of domestic tourists at accommodation establishments in South Africa. Service excellence is acknowledged as a key driver of bottom-line results and will enable South African accommodation service providers to deliver an unforgettable customer service experience to Show more

Tourism has recently been acknowledged as South Africa’s foremost money- spinner, job creator, and an effective tool for poverty alleviation. This study, on the basis of this assertion, seeks to determine the socio-economic impacts of rural tourism routes in KwaZulu-Natal on adjacent communities, through case study approaches to the three: the Zululand Heritage Route, the King Shaka Route and the Zululand Birding Route. The fundamental objectives of this study are to identify the nature of tourism routes and their impacts and the benefits accruing to the local communities. It was anticipated that the findings of this research study would help by revealing the extent to which local communities understand and participate in tourism development issues. Furthermore, the results of the research have the potential of benefiting rural tourism and uplifting the socio-economic status of communities adjacent to the routes. Show less

Tourism has recently been acknowledged as South Africa’s foremost money- spinner, job creator, and an effective tool for poverty alleviation. This study, on the basis of this assertion, seeks to determine the socio-economic impacts of rural tourism routes in KwaZulu-Natal on adjacent communities, through case study approaches Show more