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and accurate information, is significantly related to customers' behavioral intentions, such as the intent to use. Kim
and accurate information, is significantly related to customers' behavioral intentions, such as the intent to use. Kim & Niehm (2009) also
agrees that information quality has a significant relationship with customer satisfaction. As a result, the Zoo Negara website could constantly
update the information on the site to satisfy the customer, particularly among young visitors.
Zoo Negara is the home of a variety of animals. It is necessary and desirable to include information about animals on the website, such as
name, age, habitat, and so on. If the information is available online, young visitors will be able to read and learn about animal life. In this
case, Zoo Negara's website does not contain as many details about the animals as Chester Zoo's. Kim & Niehm (2009) mentioned in their
study that providing useful and precise website information improves the chances of attracting and retaining customers. Molinillo et al.
(2020) found that information quality is an essential factor for a website’s success.

5.4 WEBSITE INTERACTIVITY
After collecting the results, information about the website interactivity was discussed. The checklist from informants was divided into three
questions, which were asked about animal videos, places to ask any questions, and young visitors' intentions to visit the website The findings
indicate that the Zoo Negara website lacks a Frequently Asked Questions (FAQ) and inquiry form and that young visitors have no intention
of returning to the website in the future.
In this particular instance, the Zoo Negara website does not include an inquiry form or FAQ, while the Chester Zoo website includes both an
inquiry form and a FAQ. An inquiry form is essential to have on a website because Fan et al. (2013) explained that interactivity on websites
can help facilitate and control active two-way interactions. According to prior findings, companies who provide quality web interactivity to
their visitors earn greater concentrations of website customer engagement (Mann & Shani, 2011; Islam et al., 2020). As stated in Kim & Niehm
(2009) findings of their study demonstrated that interactivity, one of five website quality dimensions, was positively related to consumers'
perceived information quality.

As previously stated, the study's findings proved that young visitors have no intention of returning to the website. That being said that
interactivity has a positive influence on user behaviors (Mollen & Wilson, 2010). This was supported by Musa et al. (2015), which ag when
websites provide interactive features, the user experience is significantly improved. This will imply that the customer intends to revisit the
website in the future.
5.4 WEBSITE EXPERIENCE
Throughout the study, information about the website experience has been discussed. The checklist from informants was divided into four
questions, which were asked about the information availability, loading page, overall experience, and preferred website. The findings indicate
that the Zoo Negara website is deficient in terms of information available as well as the overall experience. In addition, most of the young
visitors would prefer Zoo Negara instead of Chester Zoo.

As a result, young website visitors have a negative experience. They may be experiencing difficulties with the aforementioned website
features. This suggests that young visitors would choose the National Zoo website over the Chester Zoo website due to the website's unique
features. Vila et al. (2021) discussed that the content of a website, as well as its design and appearance, can improve the user's browsing
experience. To put it another way, the major factors that influence the quality of user experience are usability, usefulness, and the appealing
characteristics of the goods or services. Alrashed & Alhussayen (2015), also agree that it is vital to measure children's experience on the
enjoyment with websites because it has a significant outcome on children's view of the website.
5.5 LIMITATION OF THE STUDY
This section discusses the limitations of this study as seen by the researcher while the study was being conducted. Firstly, the focus of the
study was solely on young visitors. Young visitors are relevant to this study because the purpose of choosing them has been stated in Chapter
2. Next, since this study was all about Zoo Negara, the research was restricted to young visitors who visited the Zoo Negara. Moving on to
the next point which researchers lack skills and experience in qualitative research. Many of the techniques and approaches that underlie
qualitative research can be learned. The number of informants for this study is relatively small, only 15 people, but due to the time constraint
and receiving the same input after 15 informants, the study was limited to only 15 informants.
5.6 RESEARCH RECOMMENDATION

This section explains the researcher's recommendations for improving the study to gain a better understanding of the future. The study has
been very important in the context of the website, especially for Zoo Negara, Malaysia's largest zoo. The researcher discovered that the best
way to learn more about the website preferred by young visitors is to explore various websites instead of being constrained to one, as in this
case, the research only concentrated on Chester Zoo. According to Silkalns2 (2021), the San Diego Zoo and the Wellington Zoo are two of
the best website designs; future scholars may want to look into these two zoos. The future researcher who intends to study Zoo Negara's
website can broaden the scope of the research to include a detailed scope of website features. There are other aspects of website features that
were not covered in this study. One of them is the website's functionality. If researchers want to conduct research on this, accurate and
detailed information is capable of helping improve the National Zoo website.
After completing this study, the researcher concluded that the Zoo Negara website's website features should be improved. This will encourage
more young visitors to stay on the website longer and enhance the user experience. In terms of website design, the color scheme should be
changed and improved into a different color. Moving on to the next section, website information quality, the Zoo Negara website needs to

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