Abstract
ABSTRACT Zoos provide recreation, education, and scientific research opportunities. In providing these opportunities, they rely on funds from several resources, including visitors to cover the high cost of operations. As such, it is important to assess visitors’ perceptions about the quality of the facilities and services at zoos. This paper examined visitors’ perceived experiences at the Kumasi Zoological Garden to learn about how zoos can be managed to facilitate visitor expectations and satisfaction. Questionnaires were administered to 200 visitors at the zoo to indicate their perceptions of the importance and performance of the attributes of the zoo, using systematic random sampling. Results indicate general satisfaction with services and facilities in the zoo. However, the study provides useful managerial implications for the Kumasi Zoo to improve services and facilities to improve visitor satisfaction and experiences at the zoo.
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