Lessons in managing visitors’ experience at the Cape Town International Jazz Festival

Abstract

English: This article aims to determine the key success factors that are of importance from the visitor’s point of view. The study found that visitors rated the most important factor as value and quality, which included affordable day and weekend passes, effective token service, adequate ablution facilities and personnel who are trained to handle inquiries.

Afrikaans: Hierdie artikel is daarop ingestel om die sleutelsuksesfaktore te bepaal wat vanuit die besoeker se perspektief gesien, belangrik geag word. Die studie stel vas dat besoekers waarde en gehalte as die belangrikste faktore beskou het, wat ingesluit het bekostigbare dag- en naweekpasse, effektiewe aandenkingsdiens, voldoende ablusiefasiliteite en personeel wat opgelei is om navrae te hanteer.