Evaluating user’s experience: a case study of Bukit Jalil Recreational Park

Bukit Jalil Recreational is a prominent urban green space in Kuala Lumpur, providing diverse recreational opportunities for the community. Despite its popularity, several factors negatively influence user experience, including uneven pathways, unclear signage, limited shaded resting areas and insufficient maintenance of facilities. This study aims to evaluate users’ experiences and satisfaction level across key dimensions of park performance aspects such as accessibility, facilities, safety and comfort while identifying gaps that limit inclusivity and prolonged use. A quantitative case study approach was employed using a structured questionnaire administered to 30 park users representing different age groups. Descriptive statistical analysis was conducted using SPSS, with mean scores and standard deviations used to examine levels of satisfaction and consistency of user perceptions. The findings indicate that landscape and greenery maintenance achieved the highest satisfaction level (Mean = 4.18, SD = 0.683), reflecting strong and consistent appreciation of environmental quality. In contrast, seating and shelter provision recorded the lowest satisfaction (Mean = 3.52, SD = 0.795), suggesting uneven comfort experiences and potential limitations for elderly users and longer-duration visits. The results highlight the park’s strengths as an urban recreational environment while revealing critical areas requiring improvement, particularly in accessibility and perceived safety. By integrating user experience evaluation with inclusive landscape design and management principles, this study provides empirical insights to inform sustainable urban park development aligned with Sustainable Development Goals 3 (Good Health and Well-being), 10 (Reduced Inequalities), and 11 (Sustainable Cities and Communities).