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3. Twitter 3 complaints
4. Instagram 4 complains
5. Klook 4 complaints
6. Reddit 2 complaints
7. Traveloka 6 complaints
8. Youtube 5 complaints
Total of 30 customer complaints
4.3 Animal’s Management
There are several key drives element found in this study, where the complaints that were highlighted
about animal’s placement, animal’s health state, supplies and favoritism against specific animals.
4.3.1 Animal’s Placement
Animal’s placements were become most highlighted complaints that were received from the visitors of
Zoo Negara by the data collection from different social media platforms where it is divided into animal’s
cages, exhibit and displays, and natural habitat.
Complaint 1:
“The environment is very poor, the fish tank is very dirty, no fish can be seen at all..”
Complaint 1 stated their unsatisfactory with the animal’s cages or more specifically on the fish tank.
Complaint 5:
“…butterfly garden with only one butterfly, bee place with run down displays…”
Above shows that, complaint 5 was not satisfied with the run-down display at the bee place and only one
butterfly exists in the butterfly garden.
Complaint 17:
“Reptilia area is closed for upgrading and we see few empty buildings inside…”
Complaint 21:
“…the animal shows is very amazing but unfortunately the bear exhibit is closed …”
Complaint 17 and complain 21 emphasize the exhibits that are still upgrading and closed where visitors
cannot enjoy the exhibit that is prepared.
Complaint 11:
“Need to let go of the natural habitat where they only stuck in the Zoo…”
From complaint 11, study found that some complainers think that the animals better off be at their normal
natural habitat and not here in the Zoo.
4.3.2 Animal’s Health State
Animal’s Health State is the second types from the theme of Animal’s placement, where visitors are
worried and care about the animal’s health state as the Animals does not look healthy compared to how
they should be look. It became an issue that most of the complainers were talking about. In this animal’s
health state are divided into thin and sick animals.
Complaint 1:
“…and the animals are too thin and look sick…”
Complaint 8:
“I am so sad watching this animal surviving in the zoo…”
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