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a) Animal’s Placement

In this part of animal’s placement data that consists of cages, exhibit and displays, and the
natural habitat of the animals. Where the complaints from different social media platform give
complaints on this specific issue on animal’s placement. Weary et al. (2016), consider the welfare of
laying hens kept in modified cages as well-designed free-range system that meets with their natural
habitat, where it defines the animal’s placement play the biggest role on the standards for the animals
in Zoo. Other than that, exhibit and displays in Zoo Negara become an issue where there are many that
cannot function well and even closed for a long time.

b) Animal’s Health State

Animal’s health is giving one of attention from the visitors, where when the physical look of
one animal’s doesn’t look healthy and at the right shape. Where some of the complaints received are
about the animal’s look thin and sick, which explained and related back on the animal’s health state
where giving the authority from the animal’s management that should be taken care well of Zoo Negara.

c) Supplies

In this part of supplies, where most of the issues is about where the visitors are anxious and
confused with the lack of supplies issues. As Zoo Negara always complain that they have lack of food
supplies and asking for some donation on helping with the issues. Moreover, supplies in here are mainly
focus on the daily food supplies to manage the whole five thousand of animals. As for that Zoo Negara
should take this opportunity to settle with this issue and improve the supplies of the foods of the
animal’s management.

d) Favouritism

Favouritism was played by some visitors, who giving their honest experience on some specific
animals. As example, there are few who plays favourites for Panda exhibit as it stayed at the Air-
conditioning room with a new infrastructure. However, there are also who dislike the wild species such
as the monkeys which are for them it is wild to be with.

5.3 Zoo’s Management

a) Services and Facilities

Hundreds of millions of people visit Zoos throughout the world each year, yet only a few Zoos
consider how to better serve and accommodate visitors. Khaleeli and his colleagues (2020). Customer
service, entry charge, infrastructure and maintenance, and operating time are among the services and
facilities that have received the most complaints in this topic.

Service and facilities are the most important aspects of any business since poor service and
amenities can only result in negative comments from visitors. Furthermore, terrible services and
facilities will only lose one customer's loyalty, whereas loyalty is earned via good service. As a result,
Zoo Negara should focus on improving their service and facilities to fulfil the needs of visitors while
also ensuring that they obtain their advantages.
b) Financial

Zoo Negara has always been plagued by financial problems, as there have been in the past due
to a lack of financial assistance. Where the complaints received stated the same issues, Zoo Negara was
always requesting money from various organisations, especially Non-Governmental Organizations
(NGOs). However, it drew the attention of tourists and netizens to the issue of why Zoo Negara's budget
and funds are always in short supply. Visitors also wondered if donations from other organisations went
directly to the animals or if they were held in the Zoo's high department.

c) Location

The most important factor in one service is where they are located and how strategic they are
with the services they supply. However, there has been a concern about Zoo Negara's placement,
claiming that it should not be in this region since it is too near to the neighbourhood, which influences
the odours and sounds. Furthermore, travellers may easily visit Zoo Negara, which is just 1.5 kilometres
from the centre of Kuala Lumpur. The neighbourhood, on the other hand, was not pleased with the
placement. Apart from that, guests are pleased with the site, which includes 110 acres (45 ha) of land
in Ulu Klang and offers a vast layout for visitors to explore.

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