Cover Image

Factors influencing visitors' evaluation of service quality in Giant Panda Conservation Centre (GPCC), Zoo Negara

Giant Panda Conservation Centre (GPCC) is dedicatedly established with RM 25 million to house the giant pandas which were loaned from China to commemorate the 40 years diplomatic ties between China and Malaysia. However, service quality of GPCC is yet to be determined even though the centre has rece...

Full description

Saved in:
Bibliographic Details
Main Author: Yee, Lai Ling
Format: Project Paper Report
Language:English
Published: 2016
Online Access:http://psasir.upm.edu.my/id/eprint/79065/1/FH%202016%2046%20IR.pdf
http://psasir.upm.edu.my/id/eprint/79065/
Tags: Add Tag
No Tags, Be the first to tag this record!
id my.upm.eprints.79065
record_format eprints
spelling my.upm.eprints.790652020-07-01T04:13:06Z http://psasir.upm.edu.my/id/eprint/79065/ Factors influencing visitors' evaluation of service quality in Giant Panda Conservation Centre (GPCC), Zoo Negara Yee, Lai Ling Giant Panda Conservation Centre (GPCC) is dedicatedly established with RM 25 million to house the giant pandas which were loaned from China to commemorate the 40 years diplomatic ties between China and Malaysia. However, service quality of GPCC is yet to be determined even though the centre has received many visitors since its establishment in the year 2014. In addition, GPCC management has no directions to enhance its service quality. Therefore, service quality study should be conducted to determine the visitors’ satisfaction towards the service quality and as well to find out the factors which influence it. SERVPERF model was adopted in this study by using four points Likert Scale as the measurement. The study is targeted at school holidays’ visitors who are varied in socio-demographic characteristics. By using the Statistical Package for the Social Sciences (SPSS), descriptive analysis and regression analysis have been carried out. The findings show that generally, visitors were satisfied with the service quality of GPCC. Among all the seven attributes, education / learning attribute was most satisfied whereas the consumable attribute was least satisfied from the perception of visitors. However, visitors were dissatisfied with the item “reasonable price of food and drink sold”. Furthermore, visitors’ re-visit intention, visitors’ recommendation intention, religion, age, and sources of information were the factors that influence the satisfaction level of visitors. In short, subsequent and effective steps should be taken by the management to enhance the service quality in GPCC. 2016-06 Project Paper Report NonPeerReviewed text en http://psasir.upm.edu.my/id/eprint/79065/1/FH%202016%2046%20IR.pdf Yee, Lai Ling (2016) Factors influencing visitors' evaluation of service quality in Giant Panda Conservation Centre (GPCC), Zoo Negara. [Project Paper Report]
institution Universiti Putra Malaysia
building UPM Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Putra Malaysia
content_source UPM Institutional Repository
url_provider http://psasir.upm.edu.my/
language English
description Giant Panda Conservation Centre (GPCC) is dedicatedly established with RM 25 million to house the giant pandas which were loaned from China to commemorate the 40 years diplomatic ties between China and Malaysia. However, service quality of GPCC is yet to be determined even though the centre has received many visitors since its establishment in the year 2014. In addition, GPCC management has no directions to enhance its service quality. Therefore, service quality study should be conducted to determine the visitors’ satisfaction towards the service quality and as well to find out the factors which influence it. SERVPERF model was adopted in this study by using four points Likert Scale as the measurement. The study is targeted at school holidays’ visitors who are varied in socio-demographic characteristics. By using the Statistical Package for the Social Sciences (SPSS), descriptive analysis and regression analysis have been carried out. The findings show that generally, visitors were satisfied with the service quality of GPCC. Among all the seven attributes, education / learning attribute was most satisfied whereas the consumable attribute was least satisfied from the perception of visitors. However, visitors were dissatisfied with the item “reasonable price of food and drink sold”. Furthermore, visitors’ re-visit intention, visitors’ recommendation intention, religion, age, and sources of information were the factors that influence the satisfaction level of visitors. In short, subsequent and effective steps should be taken by the management to enhance the service quality in GPCC.
format Project Paper Report
author Yee, Lai Ling
spellingShingle Yee, Lai Ling
Factors influencing visitors' evaluation of service quality in Giant Panda Conservation Centre (GPCC), Zoo Negara
author_facet Yee, Lai Ling
author_sort Yee, Lai Ling
title Factors influencing visitors' evaluation of service quality in Giant Panda Conservation Centre (GPCC), Zoo Negara
title_short Factors influencing visitors' evaluation of service quality in Giant Panda Conservation Centre (GPCC), Zoo Negara
title_full Factors influencing visitors' evaluation of service quality in Giant Panda Conservation Centre (GPCC), Zoo Negara
title_fullStr Factors influencing visitors' evaluation of service quality in Giant Panda Conservation Centre (GPCC), Zoo Negara
title_full_unstemmed Factors influencing visitors' evaluation of service quality in Giant Panda Conservation Centre (GPCC), Zoo Negara
title_sort factors influencing visitors' evaluation of service quality in giant panda conservation centre (gpcc), zoo negara
publishDate 2016
url http://psasir.upm.edu.my/id/eprint/79065/1/FH%202016%2046%20IR.pdf
http://psasir.upm.edu.my/id/eprint/79065/
_version_ 1672612234040180736
score 13.211869

Similar Items