Abstract:

Due to the fact that tourism products are intangible, it is not possible to experience and evaluate them beforehand. However, as a result of rapidly advancing technology in recent years, the consumer has become able to evaluate a product he uses through online sites. In other words, it has become easier for consumers to share their experiences and thoughts about the product they buy online. In this context, the purpose of the study is to evaluate the comments made by visitors to the TripAdvisor platform about the Lületaşı Museum. For this purpose, the elements that positively and negatively affect the museum experience of the visitors of the Lületaşı Museum will be determined. Document analysis has been preferred as one of the qualitative data collection techniques in this research. The sample of the research was formed by the Turkish comments made by consumers commenting on the TripAdvisor site to the Lületaşı Museum operating in Eskişehir. A total of 190 comments made by visitors between the dates December 27.06.2016 – 29.05.2023 were examined. Content analysis, descriptive analysis and Kappa analysis were performed on these comments. As a result of the research, a total of eight sub-categories were identified as positive experiences of the Lületaşı Museum, including “cleanliness of the space, relevant personnel, surrounding spaces, the nature of the artifacts, free admission, authentic atmosphere, adequacy of shopping places and ease of transportation”. In addition, “lack of information service, small space, overcrowding and being in the mood of the factory” were identified as four sub-categories of negative experience in total.

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