Wayfinding signage criteria towards improving the effectiveness of navigation in entrance of Kuala Lumpur International Airport (KLIA2)

This research examines the criteria for effective wayfinding signage to improve navigation efficiency at entrance of Kuala Lumpur International Airport 2 (KLIA2), a complex transportation hub serving diverse local and international travelers. Ineffective signage has been linked to confusion, delays, and dissatisfaction, particularly among first-time visitors. The objectives of this study are to: (i) identify the factors that influence the ineffectiveness of wayfinding signage to convey messages clearly among visitors in KLIA2; (ii) analyse the significant factors of wayfinding signage that ineffective to convey messages clearly; and (iii) recommend the criteria to improve the effectiveness. A mixed-method approach was employed, combining quantitative data from 237 questionnaire respondents with qualitative insights from expert interviews. The study applied the Signage Pyramid Model, evaluating three key systems: information content, graphic design, and hardware. Data analysis revealed that poor content hierarchy, inadequate sign placement, limited multilingual support, visual obstruction by advertisements, and inconsistent directional continuity were major contributors to ineffectiveness. Findings indicate that effective wayfinding signage must deliver clear, concise, and continuous information, be strategically positioned, and employ high-contrast typography, universally recognized symbols, and accessible formats for all user groups, including those with disabilities. Incorporating digital and interactive wayfinding tools can further enhance navigation, especially during temporary layout changes. The study concludes with a set of design and management guidelines for KLIA2, emphasizing user-centered, inclusive, and context-specific solutions. These recommendations not only improve passenger experience and operational efficiency at KLIA2 but also provide transferable strategies for other complex public facilities.