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Complaint 10:
“…need to think twice before bringing the whole family as it will cost hundreds ringgit which if lower the
price to RM20 more people will visit.”
Complaint 14:
“The price is inflated, and I do not mean by 50-60% but 2-3 times the normal price”
Complaint 15:
“…but not coming back with that price…”
Complaint 14 and complaint 15 define their disappointment with the entrance fees that is hugely increasing
from the more affordable price before. Where the visitors even stated their intention for not coming back
again.
Complaint 24:
“We going on weekdays, so it's not crowded. One of the best moments…”
Above shows that complain 24, express their satisfaction with the operation time and gave suggestion and
prefer to come on weekdays which is less crowded than normal time.
Complaint 16:
“…must queue for so long and the show is just average. Only birds and sea lion for half an hour
duration…”
Complaint 16 above explained that the customer were dissatisfied with the operation time for the
showcase that only required short-time of service.
4.4.2 Financial
Financial issues that consist of budget and funding, is one of the factors of the customer complaints at
different social media platforms. The issues of budget and funding where become the responsibility of the
Zoo’s management in taking care of this issues that even make visitor to be aware of this.
Complaint 3:
“…an issue of lack finance support. How others Zoo survived, but Zoo Negara always ask for money?”
Complaint 9:
“We have also raised welfare concern with their issues which they haven’t fully addressed.”
Complaint 3 and Complaint 9 explained their curiosity on the issues of budget and funding. As the Zoo’s
management often ask for financial help to the non-government organization (NGO) and did received
amount of money. However, it may seem that there is always an issue of lack financial support where
become a big question mark to the visitors.
4.4.3 Location
Complaint 23:
“...zoo Negara developments. Where the issues from neighbourhood area regarding why Zoo Negara is
established here and the sound and smells of the animals…”
Complaint 23 illustrates concerns from the surrounding community, who were dissatisfied with the Zoo's
proximity to the residential area, which had an impact on the neighborhood's scents and sounds.
Complaint 28:
“…great impression when I visited this beautiful place decades ago. Large and beautiful
landscapes…”
Complaint 30:
“…it's good to see all the lush greenery for the animals to enjoy with the spacious layout…”
Complaint 28 and complaint 30 gives comments on the spacious area that is provided by the Zoo’s
management, where it can be satisfy both the animals and visitors.
4.5 Visitor’s expectation towards services
In this study found that, the last factor of the customer complaints is the visitor’s expectation towards
services. Where visitors of Zoo Negara Malaysia gave their opinions from the experienced serviced. It
consists of the brand’s name and good management of the services.
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