Tourists' expectations and perceptions of the Robben Island Museum-a world heritage site

The objective of this study was to explore the expectations and perceptions of tourists visiting the Robben Island Museum. Two surveys were conducted concurrently during the month of September 1999, using semi-structured questionnaires. A convenient sample of 135 tourists was interviewed before boarding the boat, using the expectations questionnaire. The same respondents were interviewed again once they had visited the museum in order to rate the services and facilities. It was found that the museum provides the majority of the facilities and services expected by visitors. The conceptual framework offered in this study leads to an improved understanding of the heritage sector, provides lessons and insights for other destinations worldwide, and serves as a benchmark and platform for future investigations.