Role of Visitor Management For Enhanced Visitor Experience at UNESCO World Heritage Sites: A Case Study of Qutub Minar and Humayun's Tomb
Role of Visitor Management For Enhanced Visitor Experience at UNESCO World Heritage Sites: A Case Study of Qutub Minar and Humayun's Tomb
Role of Visitor Management For Enhanced Visitor Experience at UNESCO World Heritage Sites: A Case Study of Qutub Minar and Humayun's Tomb
Abstract
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Introduction
Heritage is our legacy from the past, what we live with today, and
what we pass on to future generations. It is an irreplaceable source
of life and inspiration and has its own inherent value as stated by
UNESCO (1972).The word “heritage” in its broader meaning is
generally associated with the word “inheritance,” which is
transferred from one generation to another. Owing to its role as a
carrier of historical values from the past, heritage is part of the
cultural tradition of a society as observed by J.Huh (2002).
Today, Heritage sites, especially World Heritage Sites, because of
their increased popularity are serving as a preferred destination for
the tourists. People feel the need to associate to heritage to add
perspective and meaning to their lives. Hence, their travel plan to
these accepted sites has led to high potential of tourism for these
sites. According to Phillips (2014), the fact that the label represents
'Outstanding Universal Value' gives tourists the expectation that
visiting the site will be a unique experience and at the same time
provides the tourism industry with an easily promoted and almost
fail-proof destination. World Heritage and Tourism, IUCN, (2011)
also states that these World Heritage Sites are amongst the most
popular and heavily promoted attractions in most of the countries.
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UNESCO Designation
According to UNESCO, (2016) there are 35 World Heritage
properties in India out of which 27 are cultural, 7 are natural
properties and 1 is mixed. It is prestigious for a country to have a
site listed on World Heritage list as it boosts tourism and the
revenue earned can be used for the maintenance and preservation
of the inheritance of the times of yore. The present study on two
World Heritage Sites provokes the ability of visitor management
plan to release the pressure and safe guard these sites for the future
generation by promoting sustainable cultural tourism.
Research Objectives
Research aims to understand the need and the satisfaction at three
levels -a) Visitors level, b) Travel Agents, Tour operators, and other
allied stake holders, c) Conservation managers, Environmentalists’
and Government agencies.
Research Methodology
This is an exploratory research involving the primary data which
were collected through personnel interviews with the employees of
government and private organizations involved in tourism
activities at the two sites along with interaction with the visitors at
the site through a structured questionnaire. Secondary data were
collected from records of government and non-government
organizations involved in running the management of Heritage
sites. Some references were also collected from important heritage
site globally wherein visitor management has been successfully
implemented, so as to understand whether the same can be
replicated in the chosen site.
Literature Review
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Secondary Data
The secondary research has been conducted to study the current
status of Tourist Arrivals at the chosen sites to compare the state of
affairs with the main concepts as defined in the literature review.
To gather the secondary data, ASI the managing body of these two
sites was contacted.
VISITORS
3500000 3240068 3316095
3129540
2980710
3000000
2500000 Qutub
No. of Visitors
Minar
2000000
1500000 879327
593441 700550
1000000 800817
330216 307043 276043
500000 206997 276641 297840
256421 203501
0
DTV's FTV's DTV's FTV's DTV's FTV's DTV's FTV's
2012 2013 2014 2015 Year
Qutub Minar 3240068 206997 2980710 307043 3129540 276043 3316095 297840
Humayun Tomb 879327 330216 593441 276641 700550 256421 800817 203501
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Monika and Paramita Role of Visitor Management
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Monika and Paramita Role of Visitor Management
Demographic Profiling
The total numbers of visitors at both the sites are 124 each. The
demographic profile is being discussed in the tables
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Table 2 Demographic profile of Visitors at Qutub Minar and Humayun Tomb from 2012-2015.
Frequency of Visit
80 67 65
70
No. of Visitors
60 42
50 31
40
30 20
13
20 6 4
10
0
No. Qutub Minar
1-2 3-4 <=5
prior Humayun Tomb
visit visit visit
visit
Qutub Minar 67 31 20 6
Humayun Tomb 65 42 13 4
No. of Visits
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Monika and Paramita Role of Visitor Management
Mode of Information
75
80 62
60 44 46
No. of Visitors
40 5 16
20
0
Newspa
Word per, Ma
of gazine, Internet Qutub Minar
mouth Radio, T Humayun Tomb
.V.
Qutub Minar 75 5 44
Humayun Tomb 62 16 46
Source
Pie Graph Chart 3: Motivation to Visit Qutub Minar and Humayun Tomb
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Research Findings
The research findings from the data collected have been identified
as positive & negative and are discussed below.
a) Positive aspects: The satisfying attributes found at both
sites by most visitors in this study were-
Majority tourists found the natural environment and the
surroundings inside and outside the monument satisfying with
well-kept gardens and magnificent authentic architecture.
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Monika and Paramita Role of Visitor Management
Limitations
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Suggestions
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different places for the tourists who want to visit the site on
their own at their own pace, is indispensable for the site
complex area. This will highlight the rich heritage of the site
viii. Guides, who also have fluency in widely spoken
languages along with English and Hindi, could be
employed : Participation of locals in upkeep and running of
the site is of utmost importance. Therefore, providing them
with the opportunities of earning livelihood by offering jobs
of guides, security personnel in the parking area can be an
option. Management can train locals to be trained, licensed
guides who will help improve the host population socially,
economically and culturally and thus resulting in
responsible tourism.
Conclusion
World Heritage Sites are important for attracting tourism all over
the world and in the context of India as well. It is a means of
providing socio-economic excellence for the residents and brings in
the benefits of better preservation and restoration for the
monument. Visitor management at such sites leads to improvement
of visitor experience and can help evade the destruction of the
heritage site.
The study on two popular World Heritage Sites of Delhi gives an
imminent proposal for up gradation of basic facilities at Qutub
Minar and Humayun Tomb and to find solutions which can help
save a site, by better restorations and maintenance. This will help
safeguard the sites constructed during the regimes of different
kingdoms for the millions of tourist visiting these sites from around
the world. Interviews with various stakeholders of the sites and a
research on the satisfaction level of the visitors with the help of a
questionnaire survey helped find the lacunas in fundamental
amenities which are amiss at the sites. The research on these
heritage sites clearly has great potential for the management and
decision makers and the results indicate that site operators should
aim to provide different tourists with different experiences by
providing visitors with different angles of interpretation and
facilities during their visit. Also marketing of the site should be
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Monika and Paramita Role of Visitor Management
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Monika and Paramita Role of Visitor Management
Annexure - 1
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