Page 694 - MARSIUM'21 COMP OF PAPER

4.5.1 Brand’s Name

Brand’s names were divided into country’s name and made a comparison from others Zoo, explained
the expectation that the visitors want.

Complaint 6:
“…do a favor to close down this place as it only brings the embarrassment for the country…”
Complaint 13:
“…sometimes bit embarrassed to suggest to our non-Malaysia friends…”

From complaint 6 and complaint 13, found that both complaints were mentioning the name of Malaysia.
As the brand’s name of Malaysia, the visitor expects for the Zoo Negara Malaysia to improve their facilities.

Complaint 18:
“If getting the zoo to look like Singapore is a bit too much to ask, then at least get it to Taiping level.”

Above stated, from complaint 18 that made a comparison with other country’s Zoo that is provided more
better services and facilities than Zoo Negara. Visitor’s also give suggestion to learn from local Zoo too.

4.5.2 Good management of the service

The visitors expect good management from the services provided by Zoo Negara, where giving chance
to improvise from the previous bad service management. It consist of basic facilities and their limited
number of service facilities.

Complaint 20:
“A lot has improved, and some is still on going.”

Complaint 20 shows that there is part of the Zoo that was improved and giving the good progress
management of the services.

Complaint 29:
“Zoo Negara was well kept even though during the pandemic while other Zoo…”

It shows that, from complaint 29 that the expectation of the consumer on their good management are
somehow achieved. However, need more innovative idea to blend in with the old developer.

Complaint 22:

“… zoo is quite run-down and lack of service facilities and maintenance. Will not go again…”

Complaint 22 explained that the issues of limited number of service facilities in Zoo Negara, should be
improvise to receive good management from the complaints of the visitors.

Table 4.2Theme Development (Animal’s Management)

Major Theme Theme Second Coding
Animal’s Placement • Cages
Animal’s Management • Exhibit and Displays
• Natural Habitat
Animal’s Health State • Thin Animals
• Sick Animals
Supplies • Food supplies
Favouritism • Wild Animals
• Panda

Table 4.3 Theme Development (Zoo’s Management)

Major Theme Theme Second Coding
Services and Facilities • Customer Services
• Entrance fee
Zoo’s Management • Infrastructure and
Maintenance
• Operation Time

673