摘要：The article reports on a consumer service index (CSI) model that was developed for the accommodation industry in South Africa to assist the disabled and elderly traveller when using accommodation facilities in South Africa. The CSI model was adapted from current models used to form the disability index (DI) by using the results obtained through a structured questionnaire sent to hotels in South Africa. The DI forms part of the marketing tools of hotels in South Africa for improved communication and information to physically disabled and elderly travellers when selecting accommodation. Qualitative research was done in this research study and focused on key areas within the hotels that provide problems to disabled and elderly travellers. Key areas in the hotels with problems were the reception, bathrooms, bar area and swimming pool. The problems with the areas were identified using the DI and recommendations were made to improve the accessibility to these areas for travellers. The response of the questionnaire was sufficient to develop the DI and to make recommendations for change to the guidelines used by the Tourism Grading Council to establish the disabled friendly status.
关键词：Disabled friendly accommodation; disability index (DI); consumer service index (CSI); South Africa
