Purpose The purpose of this paper is to reveal the significant factors that contribute to the development of the assessment framework for wheelchair accessibility to National Heritage Buildings. Design/methodology/approach A qualitative approach was conducted via semi-structured interviews and go-along interview (Accessible Audit) through selected multiple case studies to reveal the main factors that contribute to the development of the assessment framework for wheelchair users in National Heritage Buildings in Malaysia. There are four National Heritage Buildings (gazetted under National Heritage Act, 2005) selected for this research. Findings The findings revealed a few significant factors comprising the physical built environment, organizational behavior and structure, financial resources, and existing legislation. Research limitations/implications This research is limited to wheelchair users and National Heritage Buildings, which was conducted through semi-structured interviews and go-along interview (Accessible Audit). Practical implications This research investigates the standpoints of both the National Heritage Building operators and the wheelchair users pertaining to accessibility in National Heritage Buildings with regard to their respective roles as management and users. Social implications The research demonstrates the importance of social participation effects on the accessibility in National Heritage Buildings based on empirical evidence in highlighting operators’ and wheelchair users’ challenges toward enhancing their accessibility. Originality/value This research will be a great contribution to the development of the assessment framework for wheelchair accessibility in National Heritage Buildings in Malaysia, including accessibility for pushchair, elderly, and pregnant women.

No abstract