“…Security of payment process (Cheyne et al, 2006) Security of payment process Lack of queues (Dean, 2004) Time taken to answer your call (call centre); Time taken to make the reservation (website) Perceived price (Golmohammadi, Jahandideh & O'Gorman, 2012) Price of accommodation charged Reliability (Cheyne et al, 2006) Reputation (credibility of reservation channel) Friendly manner (Dean, 2004) Overall professionalism Perceived risk (Golmohammadi, Jahandideh & O'Gorman, 2012) Reputation (credibility of reservation channel) Assurance (Cheyne et al, 2006) Reputation (credibility of reservation channel) Provision of information (Jaiswal, 2008) Knowledge of reservation staff Convenience (Jun, Vogt & Mackay, 2010) Ease of payment process Someone to contact when things go wrong (Cheyne et al, 2006) Personal contact provided by reservation staff Quality of information (Jaiswal, 2008) Knowledge of reservation staff (Kim & Lee, 2004) Website design (Musante, Bojanic & Zhang, 2009) Recognition of your personal details Local knowledge (Cheyne et al, 2006) Knowledge of reservation staff Navigation (Kim, Chung & Lee, 2011) Ease of finding the SANParks online booking facility Saving time (Cheyne et al, 2006) Time taken to make the reservation; Waiting time in queue It should be noted that certain variables might influence the way in which customers view some of the channel requirements, as shown in Table 1. These variables could include culture, gender, age, income level, regional differences, the level of skill in using the internet and the frequency of travel, to name but a few.…”