Evaluating destination attributes at Zoo Negara using importance-performance analysis

Mohd.Shukeri, Muhammad Syazani (2024) Evaluating destination attributes at Zoo Negara using importance-performance analysis. [Project Paper] (Submitted)

Text FPAS 2024 99.pdf Download (1MB)

Abstract

Zoo Negara is a place that plays an important role in conservation, education, recreation, and research. However, there are complaints about the conditions of facilities and services provided at Zoo Negara. This study aims to evaluate the performance of destination attributes at Zoo Negara using Importance-Performance Analysis (IPA). This study employed a quantitative approach using a questionnaire survey and obtained a total of 284 respondents. Results found that visitors were satisfied with the facilities and services towards destination attributes at Zoo Negara. Facilities related to information, parking, and cleanliness have higher satisfaction compared to others whilst services related to operation hours, ticketing process and security have the highest numbers in satisfaction. Overall, the mean for the facility was 3.69 and service was 3.64 which were moderate to satisfied. Important findings from the IPA Facilities were clean, well-presented toilet facilities. Toilet was the most important aspect to concentrate on to improve the quality of experience and increase the level of visitors’ satisfaction. It is because a clean and well-maintained toilet reflects that Zoo Negara provides a high standard of services. However, for IPA Services, it is suggested that Zoo Negara revise its entrance ticket price as it lies at Quadrant 1. In conclusion, Zoo Negara needs to take action to improve the satisfaction of visitors in both facilities and services.

Item Type:	Project Paper
Faculty:	Fakulti Perhutanan dan Alam Sekitar
Depositing User:	Ms. ROHANA ALIAS
Date Deposited:	07 Jun 2024 00:01
Last Modified:	07 Aug 2024 04:52
URI:	http://psaspb.upm.edu.my/id/eprint/1944

Actions (login required)

View Item