Visitor Satisfaction and Management Operational Issues of Each Exhibition Zone at the Zoo

Abstract

This study targeted six exhibition zones with different characteristics at the Yokohama Zoo “Zoorasia ,” which grasped visitor satisfaction at each exhibition zone, clarified the relationship between visitor satisfaction and the purpose and attributes of visitors, identified the management and operation issues at each exhibition zone from a visitor satisfa ction perspective, and examined the factors that led to its occurrence. Ultimately, the aim of this study was to discuss a response policy in relati on to the management and operation policy of Zoorasia. The main results of this study are as follows:(1) Visitor attributes are classified into three types. (2) The degree of visitor satisfaction varies by exhibition zone and visitor type. (3) The factors affecting overall visitor satisfaction vary by exhibition zone and visitor type. (4) The management and operation issues (important improving items) vary by exhibition zone. With the above results, the response policy was discussed by relating issues in the management and operation of each exhibition zone with the current management and operation policy.