IDEAS home Printed from https://ideas.repec.org/a/gam/jsusta/v13y2021i2p967-d482798.html
   My bibliography  Save this article

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

Author

Listed:
  • 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)

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.

Suggested Citation

  • Radosław Wolniak & Bożena Skotnicka-Zasadzień, 2021. "Improvement of Services for People with Disabilities by Public Administration in Silesian Province Poland," Sustainability, MDPI, vol. 13(2), pages 1-26, January.
    • Handle: RePEc:gam:jsusta:v:13:y:2021:i:2:p:967-:d:482798
    as

    Download full text from publisher

    File URL: https://www.mdpi.com/2071-1050/13/2/967/pdf
    Download Restriction: no
    File URL: https://www.mdpi.com/2071-1050/13/2/967/
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Dennis, Charles & Alamanos, Eleftherios & Papagiannidis, Savvas & Bourlakis, Michael, 2016. "Does social exclusion influence multiple channel use? The interconnections with community, happiness, and well-being," Journal of Business Research, Elsevier, vol. 69(3), pages 1061-1070.
    2. Goodrich, Kendall & Ramsey, Rosemary, 2012. "Are consumers with disabilities receiving the services they need?," Journal of Retailing and Consumer Services, Elsevier, vol. 19(1), pages 88-97.
    3. I. Eskytė, 2019. "Disabled People’s Vulnerability in the European Single Market: The Case of Consumer Information," Journal of Consumer Policy, Springer, vol. 42(4), pages 521-543, December.
    4. Elizabeth Lockwood & Rachele Tardi, 2014. "The Inclusion of Persons with Disabilities in the Implementation of the 2030 Agenda for Sustainable Development," Development, Palgrave Macmillan;Society for International Deveopment, vol. 57(3-4), pages 433-437, December.
    5. Lena Morgon Banks & Rachel Mearkle & Islay Mactaggart & Matthew Walsham & Hannah Kuper & Karl Blanchet, 2017. "Disability and social protection programmes in low- and middle-income countries: a systematic review," Oxford Development Studies, Taylor & Francis Journals, vol. 45(3), pages 223-239, July.
    6. Jacqueline Noga & Gregor Wolbring, 2013. "An Analysis of the United Nations Conference on Sustainable Development (Rio +20) Discourse Using an Ability Expectation Lens," Sustainability, MDPI, vol. 5(9), pages 1-25, August.
    7. Gregor Wolbring & Brigid Burke, 2013. "Reflecting on Education for Sustainable Development through Two Lenses: Ability Studies and Disability Studies," Sustainability, MDPI, vol. 5(6), pages 1-16, May.
    8. Fukuda, Kayano, 2020. "Science, technology and innovation ecosystem transformation toward society 5.0," International Journal of Production Economics, Elsevier, vol. 220(C).
    9. Jacqueline Noga & Gregor Wolbring, 2012. "The Economic and Social Benefits and the Barriers of Providing People with Disabilities Accessible Clean Water and Sanitation," Sustainability, MDPI, vol. 4(11), pages 1-19, November.
    10. Gregor Wolbring & Theresa Rybchinski, 2013. "Social Sustainability and Its Indicators through a Disability Studies and an Ability Studies Lens," Sustainability, MDPI, vol. 5(11), pages 1-19, November.
    11. Marta Medina-García & Luis Doña-Toledo & Lina Higueras-Rodríguez, 2020. "Equal Opportunities in an Inclusive and Sustainable Education System: An Explanatory Model," Sustainability, MDPI, vol. 12(11), pages 1-20, June.
    12. Rosa M. Muñoz & Yolanda Salinero & M. Valle Fernández, 2020. "Sustainability, Entrepreneurship, and Disability: A New Challenge for Universities," Sustainability, MDPI, vol. 12(6), pages 1-11, March.
    13. Nataša Rebernik & Marek Szajczyk & Alfonso Bahillo & Barbara Goličnik Marušić, 2020. "Measuring Disability Inclusion Performance in Cities Using Disability Inclusion Evaluation Tool (DIETool)," Sustainability, MDPI, vol. 12(4), pages 1-25, February.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Chiara Salvatore & Gregor Wolbring, 2021. "Children and Youth Environmental Action: The Case of Children and Youth with Disabilities," Sustainability, MDPI, vol. 13(17), pages 1-27, September.
    2. Gregor Wolbring & Theresa Rybchinski, 2013. "Social Sustainability and Its Indicators through a Disability Studies and an Ability Studies Lens," Sustainability, MDPI, vol. 5(11), pages 1-19, November.
    3. Lusha Huang & Newman Lau, 2020. "Enhancing the Smart Tourism Experience for People with Visual Impairments by Gamified Application Approach through Needs Analysis in Hong Kong," Sustainability, MDPI, vol. 12(15), pages 1-27, August.
    4. Gregor Wolbring & Rachel Mackay & Theresa Rybchinski & Jacqueline Noga, 2013. "Disabled People and the Post-2015 Development Goal Agenda through a Disability Studies Lens," Sustainability, MDPI, vol. 5(10), pages 1-31, September.
    5. Marco Antonio Cruz-Morato & Josefa García-Mestanza & Carmen Dueñas-Zambrana, 2021. "Special Employment Centres, Time Factor and Sustainable Human Resources Management in Spanish Hotel Industry: Can Corporate Social Marketing Improve the Labour Situation of People with Disabilities?," Sustainability, MDPI, vol. 13(19), pages 1-24, September.
    6. Amanda Fernandes Ferreira & Yuka Akasaka & Mirian Greiner de Oliveira Pinheiro & S. K. Jason Chang, 2020. "Information as the First Attribute of Accessibility: A Method for Assessing the Information Provided by Urban Rail Systems to Tourists with Reduced Mobility," Sustainability, MDPI, vol. 12(23), pages 1-28, December.
    7. Virgilio Gilart-Iglesias & Higinio Mora & Raquel Pérez-delHoyo & Clara García-Mayor, 2015. "A Computational Method based on Radio Frequency Technologies for the Analysis of Accessibility of Disabled People in Sustainable Cities," Sustainability, MDPI, vol. 7(11), pages 1-29, November.
    8. Roblek Vasja & Meško Maja & Podbregar Iztok, 2021. "Mapping of the Emergence of Society 5.0: A Bibliometric Analysis," Organizacija, Sciendo, vol. 54(4), pages 293-305, December.
    9. Raymond Lang & Marguerite Schneider & Maria Kett & Ellie Cole & Nora Groce, 2019. "Policy development: An analysis of disability inclusion in a selection of African Union policies," Development Policy Review, Overseas Development Institute, vol. 37(2), pages 155-175, March.
    10. Justina Sidlauskiene & Yannick Joye & Vilte Auruskeviciene, 2023. "AI-based chatbots in conversational commerce and their effects on product and price perceptions," Electronic Markets, Springer;IIM University of St. Gallen, vol. 33(1), pages 1-21, December.
    11. Biljana Maljugić & Dragan Ćoćkalo & Mihalj Bakator & Sanja Stanisavljev, 2024. "The Role of the Quality Management Process within Society 5.0," Societies, MDPI, vol. 14(7), pages 1-34, July.
    12. Cerdan-Chiscano, Monica & Darcy, Simon, 2024. "Managing the co-creation of accessible and inclusive family recreation retail encounters: A critical incident analysis," Journal of Retailing and Consumer Services, Elsevier, vol. 79(C).
    13. Simran Sodhi & Amit K Dwivedi, 2024. "Differently Abled Entrepreneurs: A Systematic Literature Review on Fifty Years of Research—Exploring Thoughts and Debate with Reference to Entrepreneurship," Journal of Entrepreneurship and Innovation in Emerging Economies, Entrepreneurship Development Institute of India, vol. 33(1), pages 183-220, February.
    14. Mukherjee, Abheek Anjan & Raj, Alok & Aggarwal, Shikha, 2023. "Identification of barriers and their mitigation strategies for industry 5.0 implementation in emerging economies," International Journal of Production Economics, Elsevier, vol. 257(C).
    15. Yanzhang Gu & Longying Hu & Hongjin Zhang & Chenxuan Hou, 2021. "Innovation Ecosystem Research: Emerging Trends and Future Research," Sustainability, MDPI, vol. 13(20), pages 1-21, October.
    16. Ibrahim Yitmen & Amjad Almusaed & Sepehr Alizadehsalehi, 2023. "Investigating the Causal Relationships among Enablers of the Construction 5.0 Paradigm: Integration of Operator 5.0 and Society 5.0 with Human-Centricity, Sustainability, and Resilience," Sustainability, MDPI, vol. 15(11), pages 1-25, June.
    17. Pantano, Eleonora & Viassone, Milena & Boardman, Rosy & Dennis, Charles, 2022. "Inclusive or exclusive? Investigating how retail technology can reduce old consumers’ barriers to shopping," Journal of Retailing and Consumer Services, Elsevier, vol. 68(C).
    18. Raquel Pérez-delHoyo & María Dolores Andújar-Montoya & Higinio Mora & Virgilio Gilart-Iglesias & Rafael Alejandro Mollá-Sirvent, 2021. "Participatory Management to Improve Accessibility in Consolidated Urban Environments," Sustainability, MDPI, vol. 13(15), pages 1-22, July.
    19. Mounir Dahmani & Mohamed Mabrouki & Adel Ben Youssef, 2022. "ICT, trade openness and economic growth in Tunisia: what is going wrong?," Economic Change and Restructuring, Springer, vol. 55(4), pages 2317-2336, November.
    20. Emmanuel Okewu & Sanjay Misra & Jonathan Okewu & Robertas Damaševičius & Rytis Maskeliūnas, 2019. "An Intelligent Advisory System to Support Managerial Decisions for A Social Safety Net," Administrative Sciences, MDPI, vol. 9(3), pages 1-14, August.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:gam:jsusta:v:13:y:2021:i:2:p:967-:d:482798. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: MDPI Indexing Manager (email available below). General contact details of provider: https://www.mdpi.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.