Beyond the enclosure: evaluating volunteer satisfaction and engagement in Zoo Negara’s KeeperKu programme

Volunteer-based programmes have become increasingly important in fostering public awareness of environmental conservation and animal welfare. Zoo Negara’s KeeperKu programme in Malaysia provides a one-day immersive experience where participants engage in zoo-keeping tasks such as enclosure maintenance, food preparation, and animal observation. This study evaluates volunteer experiences in the KeeperKu programme, focusing on participant satisfaction, perceived educational value, task variety, and staff professionalism. A mixed-methods approach was employed, combining quantitative data from structured Likert-scale responses with qualitative insights gathered through open-ended feedback. Data were collected from over 300 participants between March 2023 and December 2024. Thematic analysis was conducted using NVivo software to identify recurring patterns and themes across responses. Findings show that the majority of participants reported high levels of satisfaction especially regarding the educational aspects and supportive staff interactions. Volunteers from private universities made up the largest proportion of participants, while high school involvement was comparatively low due to eligibility constraints and institutional support differences. Despite the overall positive reception, several areas for improvement were identified, including repetitive task assignments, limited animal interaction, lack of role clarity, and occasional unprofessional behaviour from staff. Ten key themes emerged, highlighting both the strengths and challenges of the programme. The study underscores the importance of clear communication, diverse task design, and consistent staff engagement in delivering meaningful volunteer experiences. The insights provided offer actionable recommendations for enhancing the KeeperKu programme and contribute to the broader understanding of volunteer satisfaction in conservation-focused and zoological settings.