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The main priority of Malaysian healthcare design quality is to organize an informational domain of a patient-oriented care design by patient experience to usable environment. The usability evaluation is an appropriate qualitative research design dealing with a process concerning the understanding of the user and context of use. This paper provides strategies for evaluating quality architecture in use from user experience and approaches for analyses of applicable qualitative data. Case studies have been conducted to explore the usability of three replacement hospitals in Peninsular Malaysia using "USEtool" evaluation method introduced by Hansen, Blakstad, and Knudsen (2011). It is a five-stage evaluation process focusing on the following questions: for what, what, where and whom, why, and lastly, the final report as an action plan and input for the improvement of a building quality environment design in use. The process of data analysis is based on thematic analysis principles using NVivo 9. The findings indicate that (1) the quality of care is the positive users' experience feedback on the usability of physical environment design that fulfils their needs and expectations, (2) there is a strong relationship between the usability physical environment criteria and overall patient satisfaction, and (3) the usability evaluation is useful for benchmarking and creating comparative databases, which optimally accommodates the needs of users and acts as a learning feature for improving the existing or future design.

Purpose The survival of hotel business in maintaining market competitiveness depends on the constant improvement of the quality of hotel facilities and services. The key to sustain hotel business is lean on the adaptability of the hotel management team towards current lifestyle trends and its surrounding context in fulfilling customer satisfaction. Because of hotel operating service complexity, the hotel contributes a higher impact on environmental degradation in performing their daily activities. Therefore, hoteliers need to determine sustainable strategies to minimize environmental impact and at the same time be able to provide satisfaction to their customers. However, green initiatives require a proactive action by the organizational management engaging both employees and guests in the environmental management process. Thus, this paper aims to review the concept of green practices, the implementation of green practices from the stakeholders’ perspectives (manager, employee and customers) in the hotel industry, the performance impact from the green practices on the sustainability pillars and to further develop a conceptual green practice to sustainable hotel operations and performance impact. Design/methodology/approach This paper identified relevant empirical research that published in the recent 10 years from January 2012 to December 2021. The articles are searched through reputable databases such as Emerald, Elsevier and Taylor and Francis. The obtained data were screened preliminarily from 108 research papers. The post-screening process has finalized a total of 57 articles as the findings for this paper, where the themes were delineated to the attributes that need to implemented by the stakeholder in hotels industry, that is, manager’s perspectives, employee’s perspectives and customer’s perspectives. Findings The findings of this paper revealed that there are 27 attributes of green practices and initiatives for sustainable hotel operations from the manager perspectives (10 attributes – Green Marketing Strategy, Green Managerial Attitude, Eco-Innovation Investment, Marketing and Sustainability, Environmental Management Strategy, Green Supply Chain, Green Managerial Awareness, Green Procurement, Green Human Resources and Green Technology), employee perspectives (5 attributes – Employee Green Awareness, Employee Green Training and Educating, Employee Environmental Behaviour, Employee Green Performance and Employee Green Reward) and customer’s perspectives (12 attributes – Customer Perception, Customer Loyalty, Customer Awareness, Customer Behaviour, Customer Trust, Green Supply Chain, Green Value, Green Marketing Strategy, Customer Perceived Value, Service Quality, Brand Image and Hotel Design). All of the attributes are aligned to the performance effectiveness as the major concern in the hotel’s operations and impacted towards the sustainability pillars, environmental performance, economic performance and social performance. Sustainable practice in organization benefits the owners towards sustainable economic, environmental, socio-cultural and legal policy. Originality/value This review paper provides key elements of current green practices and sustainable initiatives for the hotel’s operations, as proactive measures. The novelty of the findings is to be able to convey valuable inputs to the relevant stakeholders (hotel’s owner, consultants, designers, maintenance officers, hoteliers, staffs, customers and end-users) in perceiving the elements of green practices into the preliminary planning of the hotel’s design. The review also helps to identify practices and measures to the performance impact to the hotel’s operations.

This paper provides strategies in evaluating usability via accessibility from the user experience of three replacement hospitals. The methodology refers to a five-stage evaluation process and using the “walk-through journey experience” among patient and visitors. The data analysis was based on thematic analysis principles using NVivo9. The accessibility design issues due to participant disabilities and expectation will build up for usability parameters. The findings indicate that the quality design is the positive user experience feedback on the usability of the physical design environment that fulfils their expectations and the concept of usability and accessibility is to support the user-friendly environment design.

Abstract. With more than 200 number of shopping centre in Klang Valley itself, we the consumer actually have vast of choices. Instead of the machineries varieties from the lower class product till the posh one, each of those shopping centres eventually offers the typical product same as others. Those shopping centers are competing with each other and in great endeavour to attract more consumers, to visit and spend. As for the visitor, the typical product and boring ambience seems similar in all malls, and is looking something beyond the standard. Something that promising quality embedded in shopping centre which evokes the various emotions of the user along their journey in malls. This quality is known as usability.. Usability; as defined generally is a global user's experience response with product, environment, service or facilities. It is an assessment in extracting the qualities of shopping centre design. In mapping it, there are a few synthesizing methods to implement it. Therefore, this paper purposely to review the method that been used in usability of Malaysia's shopping centre research with a few references on previous research done in usability assessment by predecessor's scholars. With the accentuation on three elements that anchoring what the usability is: effectiveness, efficient and satisfaction, it is hope that this overview can lead other researcher in portraying its relationship with the quality and 'user friendly' design of shopping centre.