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.
| Original language | English |
|---|---|
| Article number | 967 |
| Pages (from-to) | 1-26 |
| Number of pages | 26 |
| Journal | Sustainability (Switzerland) |
| Volume | 13 |
| Issue number | 2 |
| DOIs | |
| Publication status | Published - 2 Jan 2021 |
UN SDGs
This output contributes to the following UN Sustainable Development Goals (SDGs)
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SDG 11 Sustainable Cities and Communities
Keywords
- City hall
- Disability
- Disabled people
- Quality of services
- Smart city
- Society 5.0
- Sustainable community
ASJC Scopus subject areas
- Computer Science (miscellaneous)
- Geography, Planning and Development
- Renewable Energy, Sustainability and the Environment
- Environmental Science (miscellaneous)
- Energy Engineering and Power Technology
- Hardware and Architecture
- Computer Networks and Communications
- Management, Monitoring, Policy and Law
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