Visitor Experience and Sustainable Management of Urban Religious Heritage: Google Review Evidence from Three Heritage Mosques in Klang, Malaysia

Abstract

Urban heritage mosques are living religious landscapes that function as places of worship, community spaces and cultural landmarks. This study examines online evaluations of three heritage mosques in Klang, Malaysia: Masjid Diraja Sultan Suleiman, Masjid Kampung Dato’ Dagang and Masjid India Muslim Tengku Kelana. Descriptive analysis summarised 2,160 Google star ratings displayed at collection. Separately, 856 review records containing comments were collected for the January 2019–May 2026 review period; 853 were retained for deductive thematic coding after three emoji-only entries were excluded. Each textual review received one primary code within five experiential dimensions. More than 90% of ratings were four or five stars at each mosque. Physical environment and destination management formed the largest category at Masjid Diraja Sultan Suleiman (61.7%) and Masjid India Muslim Tengku Kelana (38.3%). At Masjid Kampung Dato’ Dagang, symbolic meaning and sacredness (32.3%) were closely followed by physical environment and destination management (30.8%). These descriptive patterns identify topics prominent in reviewers’ accounts, rather than causal determinants of satisfaction or measured sustainability outcomes. Google Reviews may complement heritage management by identifying issues for further investigation, but interpretation requires attention to self-selection, language and temporal limitations. Proposed actions should be assessed through field observation and consultation with mosque committees and local communities, with worship activities and heritage significance remaining central.