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world. With the new attributes that was suggested by the respondents, Zoo Negara is not only can retain its regular customer, but they can
attract potential customers as well. However, Zoo Negara need to take care of its zoo management because it is one of the most important
elements for customers to keep on visiting and joining their membership card program. Otherwise, the customers would not want to join the
membership program due to some circumstances.

REFERENCES

AGENCY 2020, ‘Zoos on the brink of collapse during pandemic’, The Star, 19 December.
https://www.thestar.com.my/lifestyle/living/2020/12/19/zoos-on-the-brink-of-collapse-during-pandemic

Berezan, Orie & Raab, Carola & Tanford, Sarah & Kim, Yen-Soon. (2013). Evaluating Loyalty Constructs Among Hotel Reward Program
Members Using eWOM. Journal of Hospitality and Tourism Research. 39. 10.1177/1096348012471384.
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_eWOM

Bonhak Koo, Jongsik Yu, Heesup Han. The role of loyalty programs in boosting hotel guest loyalty: Impact of switching barriers,
International Journal of Hospitality Management, Volume 84, 2020, 102328, ISSN 0278-4319, https://doi.org/10.1016/j.ijhm.2019.102328.

Britannica, T. Editors of Encyclopaedia (2020, February 5). Zoo. Encyclopedia Britannica. https://www.britannica.com/science/zoo

Casado, José Manuel & Reinares, Pedro. (2010). Loyalty programmes as a tourism service sales channel: a Spanish multi-sponsor programme
case study. Tourism Review. 65. 35-45. 10.1108/16605371011083512.

Eva, ‘10 Reasons Why Membership Cards Are an Absolute Must’, Springly. https://www.springly.org/en-us/blog/membership-card/

Gyulavári, Tamás (2010) The effects of experience in loyalty card adoption on the importance of the attributes of loyalty schemes. In: 1st
EMAC Regional Conference on Marketing Theory Challenges in Emerging Societies, 2010 september 24-25., Budapest.

Hikkerovaa, L.. (2011). The effectiveness of loyalty programs: An application in the hospitality industry. International Journal of Business.
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Jack Caulfield 2019, Scribbr, https://www.scribbr.com/methodology/thematic-analysis/

Juho Pesonen, Raija Komppula, Jamie Murphy. Plastic loyalty – Investigating loyalty card programs for a Finnish hotel chain, Tourism
Management, Volume 73, 2019, Pages 115-122, ISSN 0261-5177, https://doi.org/10.1016/j.tourman.2019.01.023.

Juliana, J., Putri, F.F., Wulandari, N.S., Saripudin, U. and Marlina, R. (2021), "Muslim tourist perceived value on revisit intention to Bandung
city with customer satisfaction as intervening variables", Journal of Islamic Marketing, Vol. ahead-of-print No. ahead-of-print. https://doi-
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