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provide more animal information as well as the latest data, such as annual reports. This will increase customer visits, especially young visitors
to the site to know and understand about the animals at the Zoo Negara. To facilitate two-way interaction with customers, Zoo Negara should
provide an inquiry form and a Frequently Asked Question in the Contact Us column. Having a live customer service agent would also be
beneficial, as visitors would receive prompt responses from Zoo Negara.

■ 6.0 CONCLUSION

The purpose of this study was to examine the deficient website features of the Zoo Negara website among young visitors in order for Zoo
Negara can take action and improve its website in the future. The findings of this study in terms of website design discovered that Zoo Negara
falls short in terms of the website's beauty as well as the color used when compared to the Chester Zoo website. Whereas Zoo Negara website
information quality is showing outdated information, including the lack of availability of animal information. The website interactivity, on
the other hand, Zoo Negara is missing out on two-way communication in terms of asking questions, which leads to the intention for young
visitors to revisit the website.

Another goal of this research was to find out what young visitors thought about the website while they were exploring it. According to the
results of a study, the website does not have a great deal of information. In this case, based on characteristics of the website that young
visitors must browse, they did not get a good experience. Furthermore, almost all of the young visitors would prefer to visit the Chester Zoo
website rather than Zoo Negara. This suggests that the Zoo Negara website is just not user-friendly as well as appealing to young visitors.
These findings may help many stakeholders, particularly web developers, marketers, future researchers, and the Zoo Negara organization, in
helping to improve its website. As a result, improving and upgrading the website features on the Zoo Negara website can enhance the
customer experience and encourage visitors to stay on the website longer. Besides that, the number of people visiting Zoo Negara may
increase in the future.

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