Aspects of visitor management at heritage sites: A case study of the independence memorial museum of Namibia

Abstract

This study investigated how visitor statistics can inform visitor management activities to ensure satisfaction of visitors at the Independence Memorial Museum of Namibia. The main objective of this study was to determine if visitor management activities are carried out at the Independence Memorial Museum of Namibia and how. This was done by studying visitor statistics data collected at the Independence Memorial Museum of Namibia and finding out how the data is used in decision making process or to inform aspects of visitor management. The study made use of the case study approach. Moreover, data was collected through interviews and the data collected was analyzed through descriptive analysis with specific themes which were drawn from the objectives of the study. The findings of the study clearly revealed that there is no visitor management plan in place that helps museums personnel manage its visitors better. The National Museum of Namibia does not make use of visitor statistics to inform visitor management strategies. Thus, the study recommended that the National Museum of Namibia should use visitor statistics data to create a visitor management plan. As well as implementing an information policy to serve as a regulator to provide access to visitor statistics data to researchers, museum practitioners or museum staff as this could ignite new research ideas in the heritage sector.