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Financial • Budget
• Funding
Location • Neighbourhood Area
• Layout and area

Table 4.4 Theme Development (Visitor’s expectation towards services)

Major Theme Theme Second Coding
Brand’s Name • Country’s Name
Visitor’s expectation • Compare with
towards services neighbour’s Zoo
Good management of • Basic Facilities
the services • Limited number of
service facilities

5.0 DISCUSSION AND CONCLUSION

We can see from the previous chapter that the data collecting results were displayed and discussed. In
this chapter, we will wrap up our discussion and draw conclusions about what we discovered, focusing on
the research summary, study limitations, and research recommendations. Whereas the major aims of the
first half of this study were to find factors that affect consumer complaints on social media and to develop
strategies for handling customer complaints on various social media platforms. This study will explain the
outcomes from the whole research study as well as the discussion from chapter two of the literature review
in this section. Conclude, it can give the final answer and the suggestion for this whole study on managing
customer complaint at social media platform of Zoo Negara Malaysia.

5.1 Research Overview

The objective of this research was to find an answer to the following question:

i. What are the factors that influence consumer’s complaints on social media?
ii. What are the solutions on managing customer complaint at different social media
platform?

The study's conclusions can be summarized as follows, depending on the issues posed and the responses
received from the informants:

Figure 5.1 Thematic map for cust

5.2 Animal’s Management

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