forty (40) tenants representing diverse business categories such as retail, food and beverage (F&B), services,

and entertainment. Data were gathered through structured questionnaires assessing satisfaction with

maintenance work, air conditioning supply, and the relationship between these factors and business operations.

The findings reveal that 55 percent of tenants expressed moderate to high satisfaction with maintenance work,

while 60 percent were satisfied with the overall air conditioning supply and cooling performance. Retail and

F&B tenants recorded higher sensitivity to cooling quality due to the direct influence on customer comfort and

product conditions. The study concludes that adopting preventive and condition-based maintenance practices

can significantly enhance system reliability, tenant comfort, and energy efficiency. Recommendations are

proposed to establish a sustainable maintenance framework that integrates real-time monitoring, timely

scheduling, and continuous feedback mechanisms to optimize air conditioning system performance and

year. Shopping complexes depend heavily on these systems to provide an optimal environment for both tenants

and visitors. However, challenges related to maintenance management often lead to inefficiencies, such as

inconsistent cooling, higher energy consumption, and dissatisfied tenants.

In Malaysia, most maintenance activities within shopping complexes are reactive or based on fixed schedules

without proper monitoring or sustainability consideration (Mohamad Haszirul Mohd Hashim 2021). This

traditional approach often results in increased operating costs and reduced system efficiency (Hashim and

Ghani 2017.).

Sustainable maintenance management, on the other hand, emphasizes preventive and predictive strategies that

minimize energy usage while maximizing reliability and comfort. Maintenance is defined as a continuous

process carried out without altering the basic features and functions of a building system after its construction

Sustainable maintenance management has emerged as a key approach in building operations, particularly in

energy-intensive systems such as air conditioning. According to (Simpeh et al. 2022), HVAC systems can

account for up to 60 percent of total energy consumption in commercial buildings, highlighting the importance

of effective maintenance. A well-managed maintenance system ensures not only the reliability of mechanical

performance but also contributes to sustainability through energy optimization and reduced carbon emissions.

Maintenance management strategies generally fall into four categories: reactive maintenance, preventive

maintenance, predictive maintenance, and condition-based maintenance (CBM). Sustainable maintenance

integrates these approaches by emphasizing preventive actions supported by data-driven decision-making to

enhance system performance while considering economic and environmental factors (Olanrewaju, Tan, and

Soh 2022).

conditioning systems in Malaysian shopping complexes. This research seeks to identify the current

maintenance practices employed in these facilities and to evaluate their effectiveness in terms of energy

efficiency, operational reliability, and environmental sustainability. Furthermore, the study aims to determine

the key challenges and barriers that hinder the adoption of sustainable maintenance strategies within the

Malaysian shopping complex context. By analyzing existing maintenance models and performance indicators,

the study also intends to propose practical recommendations and best practices that can enhance energy

efficiency, reduce maintenance costs, and minimize environmental impact. Ultimately, this research aspires to

contribute to the advancement of sustainable facility management by promoting responsible and cost-effective

maintenance of air conditioning systems in large commercial buildings. This research focuses on major

shopping complex to evaluate current maintenance management practices related to its air conditioning

This research adopted a case study approach focusing on Angsana Ipoh Mall to gain a detailed understanding

of the maintenance management system in an operational environment. Quantitative data were collected

through structured questionnaires distributed to 40 tenants. The questionnaire was divided into three main

sections: tenant background, satisfaction with maintenance work, and satisfaction with air conditioning supply.

Tenants represented various business categories including retail, food and beverage (F&B), services, and

entertainment. Each respondent evaluated their satisfaction using a five-point Likert scale ranging from “Very

levels of satisfaction across different business types. The case study design was selected to provide real-world

insights into maintenance performance and its impact on tenant comfort. The findings are therefore intended to

service-related businesses such as salons and financial service providers, and 13.6 percent were sales. Retail

tenants formed the majority, highlighting their dependence on reliable cooling systems for customer comfort

and merchandise preservation.

The results revealed that 9.1 percent of respondents were very satisfied with the mall’s maintenance services,

40.9 percent rated their satisfaction as moderate, while 11.4 percent were dissatisfied and 31.8 percent were

very dissatisfied. Overall, approximately 56.8 percent of tenants expressed positive satisfaction toward

maintenance work, suggesting that the mall’s maintenance team performs adequately but with room for

scheduling, manpower allocation, and real-time monitoring to minimize such occurrences.

Regarding the performance of air conditioning supply, 9.1 percent of tenants indicated they were very

satisfied, another 13.6 percent were satisfied, 29.5 percent rated it as moderate, 11.4 percent were dissatisfied,

and 36.4 percent were very dissatisfied. This means that 52.2 percent of the tenants were generally satisfied

with the mall’s cooling system.

Retail and F&B tenants showed higher sensitivity toward cooling quality compared to other business types.

This is because their business performance and customer comfort directly depend on consistent temperature

A positive correlation (r = 0.63) was observed between satisfaction with maintenance work and satisfaction

with air conditioning supply. This relationship indicates that timely, effective maintenance practices directly

contribute to improved perception of air conditioning reliability. When tenants experience quick responses and

effective problem resolution, their confidence in building management increases, leading to higher satisfaction

levels overall.

Energy data obtained from building management records showed that the air conditioning system consumed

approximately 55% of the mall’s total monthly electricity usage, equivalent to 430,000 kWh/month.

To achieve sustainable maintenance performance, several strategies are recommended based on the case study

findings. First, the adoption of condition-based maintenance using sensor monitoring could allow real-time

detection of temperature deviations and energy inefficiencies. Second, preventive maintenance schedules

should be optimized according to system usage patterns rather than fixed intervals. Third, tenant feedback

should be systematically recorded through digital platforms to ensure transparency and accountability. In

addition, regular energy audits and calibration of cooling systems should be conducted to minimize energy