Page 697 - MARSIUM'21 COMP OF PAPER

5.4 Visitor’s expectations towards services

5.4.1 Brand’s name

Maintaining a desirable brand image in the era of social media is a difficult undertaking, since
information, experiences, and rumours circulate quickly and can produce a tremendous chain-effect
that damages a company's brand image beyond repair (Tolonen, 2019). In that regard, no firm would
want to jeopardise their own brand's image, which demands the greatest standards. Furthermore, brand
names that contribute to the value of a country's name should be given more attention, particularly in
the tourist industry. Where it has a significant influence on not only local visitors, but also tourists from
all over the world who will be exposed to the services.

5.4.2 Good management of the services

The visitors' expectations for good management of the services provided should be highlighted,
particularly where complaints have been expressed about the lack of basic facilities and the limited
number of service facilities that need to be improved in order to achieve good management of the
services. With effective service management, managers might build positive relationships with visitors
in order to meet their needs.

5.5 Research Limitation

This section discusses the study's limitations from the researcher's perspective when the study
was being done and give improvements on the research study.

5.5.1 Limited Scope

The scope of this research study was focusing on the social media platform only, whereby using
the sampling of simple-random-sampling (SRS). As for that customer complaints collection are limited
to this scope only.

5.5.2 Limited Area

Since this study are focusing on Zoo Negara Malaysia and customer complaints, we can find
that it is in the limited area on these two above.

5.5.3 Lack of Skills

In this research study, the researcher is lack of skills on handling and managing qualitative
research that involves with the thematic analysis where they are many things that the researcher could
learn and prepare for a better finding.

5.6 Research Recommendation

In this part where, researchers give their recommendation on improving this research study for a better
insight in the future. The recommendation is for the use of researchers and even readers.

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