LONDON ZOO 1.a) DETERMINANTS OF SERVICE QUALITY.

docx b) Effective marketing and promotions to attract customers which was dissatisfy by dissatisfied customer spread on by word-of-mouth. 2. The figures mentioned in the case portray that the zoos performance has deteriorated as compared to the past years because the number of visitors have declined. The busiest day was on a special Save Our Zoo day and the best performance was made on that day when 18000 no. of visitors topped while poorest performance was made on Christmas Eve with 48 people which was basically came from overseas and ghost town places and largely came from London. It effects on remote places or near by overseas places.

3) 1. Due to decline in socio-economic changes (including social habits, growth in car ownership, inflation etc.) 2. Competition also grew rapidly in context to animal based organizations. 3. Change in the Public Perception of the rights and the care of animals in captivity and effect on all caging animals on their health and psychology.

4) The aspects of service provision which need to be tackled first are that of access, attentiveness and helpfulness and availability. Because the zoo is in need of attracting crowds, they need to pay attention to the physical accessibility to the location. There should be adequate availability of staff so that the staff members can provide sufficient time and help to the customers as and when needed. The plan of action that they can follow for their benefit could be provision of transportation facilities to the customers ( within a specific range, on payment of certain fees) and also ensuring that no transportation bottlenecks interfere in the consumers' way while arriving at the zoo. This would encourage people to visit the zoo frequently. Secondly, the staff/customer ratio should be such that, that all the customers are given equal attention and receive high quality service. 5) Strengths : The questionnaire is effective as it has considered all the important aspects of quality service to the customers and it can be easily understood and interpreted by the respondents. 18 determinants of service quality enhance and able to judge visitors opinion. A few quality of service assist to have experience on a 1 to 5 scale where 1 is bad and 5 is very good. Weakness : The questionnaire will only be able to suggest on the areas of improvement but not the plan of action. To discover how the zoo performs with respect to the service it provides. Not delivering the services that the customers desired and wants for.