Improvement of Services for People with Disabilities by Public Administration in Silesian Province Poland

Radosław Wolniak and Bożena Skotnicka-Zasadzień
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Radosław Wolniak: Faculty of Organisation and Management, Silesian University of Technology, 41-800 Zabrze, Poland
Bożena Skotnicka-Zasadzień: Faculty of Organisation and Management, Silesian University of Technology, 41-800 Zabrze, Poland

Sustainability, 2021, vol. 13, issue 2, 1-26

Abstract: The publication presents the results of extensive research analyzing the satisfaction with the services of people with disabilities. The goal of the study was to analyze the level of disabled customer service by city councils at the example of the Silesian Province in Poland and to determine the factors that affect the quality of service studied. The research was carried out in 33 municipal offices located in Poland in the Silesian Province on a sample of 2846 people with disabilities. The research shows that disability type has a significant impact on the perceived level of disabled customer service. Moreover, the age of the disabled person has a significant impact on the perceived level of service quality. It turns out that the younger people with disabilities are, the better they assess the level of quality of services provided by the surveyed offices.

Keywords: quality of services; society 5.0; smart city; disabled people; disability; city hall; sustainable community (search for similar items in EconPapers)
JEL-codes: O13 Q Q0 Q2 Q3 Q5 Q56 (search for similar items in EconPapers)
Date: 2021
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (1)

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