Page 692 - MARSIUM'21 COMP OF PAPER

Complaint 12:

“All the animals are too skinny, not only lions…”

Complaint 1, complaint 8, and complaint 12 stated their frustration on the animal’s health that is not taken
care by the Zoo’s management and become one of their priorities to make sure the animals should be in a
good state.

4.3.3 Supplies

Visitors also found that lack of supplies from the animal’s management become one of the factors of the
customer complaints. Supplies that is focused on the issues of the lack of food supply for the animals daily
even though the Zoo is already operated more than decades.

Complaint 7:
“…the Zoo always in lack of food supply situation…”

Complaint 7 above emphasize the complaints with the lack of food supply for the animals where it gives
impact back to the animal’s health state.

4.3.4 Favoritism

Some visitors have personal preferences for certain animals, as seen by the recent panda display with
the comparison to the wilder monkey species. Here, there are concerns of favouritism toward some visitors
to the animals that are offered.

Complaint 26:
“I love the Pandas! Sorry for playing favorites...they're the BEST plus chilling in the AC room with
them? Loves it”
Complaint 27:
“Not favouring the monkey species... Haha No...”

Complaint 26 and complaint 27 shows that some visitors are playing favouritism against specific animals.

4.4 Zoo’s Management

In this part of the zoo’s management gives few elements from the complaints, where this study found
that there are most of the complaints are highlighted here. Moreover, Zoo’s management can be divided
into, services and facilities, financial, and location.

4.4.1 Services and Facilities
This study found that most of the complainers were dissatisfied with the service and facilities that was
provided. Where in this part, where most of the complaints were collected from the customer services, the
entrance fee, infrastructure and maintenance, and operation time.

Complaint 2:
“…service was very bad, but the zoo kept selling and taking photos of us for a long time, it's very
annoying…”

From complaint 2 above, we can identify that the visitor was not happy with the customer service provided.
Where the management should take care of their visitors more thorough.

Complaint 4:
“Infrastructure is so old and need new innovation, it looks the same since the last time visit…”
Complaint 19:
“…look the same with old layout, old management and old infrastructure…”

Complaint 25:
“…while the Zoo looks like it not been maintained…”

Complaint 4, complaint 19, and complaint 25 explained that the infrastructure and maintenance are outdated
where it looks just the same decades ago and need a brand-new innovation.

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