How Does Age, Gender and Employment Status Influence the Tourist Experience of Quality of Accommodation and Ancillary Services Provided in South Africa

Abstract

Due to the COVID-19 pandemic, national lockdowns, and their impact on travel and tourism, studies relating to inbound tourism are not only important but a necessity. The aim of this study was therefore to investigate how age, gender, and employment status influence the tourist experience of the quality of accommodation and ancillary services provided in South Africa. Using a web-based data collection method, 319 questionnaires were statistically analysed. The findings from the study revealed that no significant differences existed amongst the different genders of the respondents based on their experiences of the quality of accommodation and ancillary services. However, significant differences were found between various age groups and the quality of accommodation and ancillary services. The study further found that tourists with different employment statuses do not hold different views of the quality of accommodation and ancillary services. Based on the findings, valuable recommendations are offered that could be used by tourism destinations and the government in South Africa to attract inbound tourists. For example, tourist destinations could divide their markets into groups based on age to improve the quality of their accommodations and other services.

Keywords

• quality of accommodation
• ancillary services
• employments status
• inbound tourist
• south africa