Case study of a Templestay and temple visit in Korea using customer generated content to evaluate customer satisfaction

Abstract

Temple visit and Templestay is a unique cultural experience that allows individuals to take a break from their busy daily lives and immerse themselves in a peaceful and calming environment. Temple visit and stay are often associated with Buddhist practices, but temple stays are not necessarily religious in nature. Through meditation, mindfulness, and other practices, it provides individuals with an opportunity to disconnect from the stresses of modern life. Using big data analysis, this study aims to measure the satisfaction levels of Templestay participants in Korea. Specifically, this study will examine seven temples in Seoul that offer Templestay programs. Through Google Travel’s online review derived from Outscraper. This study utilized R program and UCINET 6.0 in order to refine, process and visualize data in order to examine the attributes that influence customer satisfaction. The top 60 words are divided into four different clusters which are “Unique Experience”, “Facility”, “Value” and “Relaxing”. The following step was the use of SPSS to carry out an exploratory factor analysis and linear regression analysis. The linear regression analysis indicated “relaxing” and “value” variables are positively affecting customer satisfaction.