Page 74 - MARSIUM'21 COMP OF PAPER

A CASE STUDY OF ZOO NEGARA’S WEBSITE AND CHESTER ZOO’S

WEBSITE

Syafiqah Aqilah binti Shazmy, Dr. Nor Zafir binti Md Salleh

Azman Hashim International Business School, Universiti Teknologi Malaysia, Johor Bahru.

*Corresponding author: syafiqahshazmy@gmail.com, zafir@utm.my

Abstract

Tourism has become a major economic activity in the world. Now, a website is playing a crucial role in
an organization, particularly tourism businesses. The usage of electronic devices and the internet has

increased among children. Furthermore, their preferences are relevant in the choice of tourism destination.
Zoo Negara is an attraction in Malaysia. The Zoo Negara organization is currently enduring a significant

website gap. Hence, this paper will identify the deficient website features of the National Zoo compared

to the Chester Zoo website among young visitors in order for the National Zoo can take action and improve
their website in the future as well as determine the young visitors’ experience while browsing the website.

An observation checklist was used for data collection as a comparison with Chester Zoo due to its efficient

website design, and 15 checklists were collected among young visitors from 8 to 12 years old. The finding
shows that Zoo Negara has a flaw in terms of website design, information quality, and interactivity. The

study discussed that young visitors do not have a great experience while browsing the website. This
research may help Zoo Negara to improve its website in the future time.

Keywords: Website features, user experience, tourism website, young children

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