Tourist satisfaction on ecotourism facilities and services in Taman Negara National Park, Sungai Relau in Merapoh, Pahang

Satisfaction of tourists is the reflection of the performance quality in the development of tourism industry in Malaysia from different aspects. This is very important in the ecotourism industry in Malaysia where more than half of the total land area is covered by forests. Taman Negara National Park (TNNP), Sungai Relau in Merapoh, Pahang has decline number of incoming tourists since 2017 and this trend raises the research motivation to find out the reasons behind this result. The purpose of research is to study the expectation and performance scores of tourists towards the ecotourism facilities and services in TNNP and collect the feedbacks and suggestions for improvement and the future development. The analytical method used in this study is using Expectation-Performance Analysis Grid method adapted from Sapari, M. S. et at. (2013). The results showed that overall tourists are not satisfied with the quality of ecotourism facilities and services provided by TNNP and also local communities in Merapoh, Pahang. This research recommends that TNNP and local communities have to improve their service quality and facilities to increase satisfaction of tourists and also create their loyalty to TNNP and also Merapoh ecotourism industry.