Determining visitors’ satisfaction in theme parks: a case from kuala lumpur, Malaysia

Abstract

Theme park is one of the tourism products in Malaysia that generate the income to the country and influence the growth of tourism economy. Theme park in Malaysia has been the selected as the prior destination among the residents and tourist as it is one of famous attraction site for the purpose of leisure, recreational, entertainment and enjoyable activities besides providing tourist experience at the destination. The proposed research has been selected in one of the biggest and famous theme park in Malaysia which is Sunway Lagoon Theme Park located in the city of Petaling Jaya in Selangor. The objective of the research is to determine the visitor satisfaction at the attraction site, theme park of Sunway Lagoon Water Theme Park. Satisfied visitors also will influence the repetition of visitor to the theme park and build loyal customer and influence repeat visitor. Review from the primary data source which is journal papers of research study on related topics takes place. The data collection that able to gather the required respondents by the usage of stratified random sampling has been carried out. The descriptive and cross-sectional studies and quantitative data by using Statistical Package of Social Sciences (SPSS) has been selected in performing data analysis. The findings obtained showed a wide choice of recreational activities, service quality (using SERVQUAL dimensions) and queue management aspect has conclude that all the variables has positive relationship in towards determining visitors satisfaction. An additional information of pull and push factors determinants has been concluded in the aspect of motivation among visitors. The results obtained able to contribute to the related tourism products besides for the educational references for the future.