Management of the Zoo has arranged the facilities and services for about 10000 visitors. But this year, more than 10,000 people visited the Zoo at the occasion of August Bank Holidays. Moreover on the World Animal Day, the number of visitors exceeded 18,000 visitors, about an average of 4000 visitors at a time. There were many problems faced by the management. food ran short, there was no space for free walk in the Zoo, no staff member was there in front of the visitors and there all were queues in the Zoo.
The management of the London Zoo can use some other ways of collecting data on their required information about the service quality. They can use the group focusing technique to gather the information. The groups visiting the Zoo can be requested to answer few of their questions. This style of activities can be done in quite attractive way announcing some gift hampers for the groups answering their questions and recommending some suggestions for the improvement.
Interviewing technique is also a useful way to gather the data. But this technique might be not much useful or beneficial here. An interview requires mental preparation of the respondent which can not be adopted here as people come to the place for relaxation and enjoyment, they would not like this way.
The above are the categories upon which information were gathered. The rating was asked from 1 to 5 with 3 as an average. The figures from the Appendices 3 and 4, it is observed that the customers rank the Zoo as an average service provider as the average of the ranking is 2.90 ~ 3. This value shows that the customers feel that the Zoo is providing entertainment of an average level. The management seems to be more dedicated towards the improvement of the progress of the services’ quality. The management realizes its responsibility that they have not only to provide amusement but the Zoo symbolizes the care of wild life.
