Developing a Model of Factors Influencing the Quality of Service for Disabled Customers in the Condition s of Sustainable Development, Illustrated by an Example of the Silesian Voivodeship Public Administration

The article discusses the issue of disabled persons in the perspective of sustainable development and presents barriers that persons with disabilities encounter while being served in local government offices such as town halls. The research was done on the example of 33 Silesian towns. Random selection was applied to choose disabled people who use services of particular municipal cities. The paper is based on the 2846 correctly completed questionnaires. The research has been done in 2014. To data analysis we use qualitative methods and statistical methods. In statistical methods we used particularly: Significance testing and confirmation factor analysis. In the research process we formulated four research questions: What is the impact of the degree of disability on the evaluation level of quality with regard to architectonical barriers? What is the impact of the types of disability on the evaluation level of quality with regard to architectonical barriers? What is the impact of the age of disabled on the evaluation level of quality with regard to architectonical barriers? What hidden factors we can identify in the case of architectural barriers in municipal offices services for peoples with disability? In addition, we formulated two hypotheses as following: H1. The type of disability has a significant impact on the evaluation of architectural barriers in municipal offices by the disabled client. H2. The age of a disabled person influences the evaluation of architectural barriers in municipal offices by the disabled client. We found in the paper statistically significant impact of degree of disability, type of disability and the age of disable person on their assessment of quality level of services in the municipal offices. We found that persons with higher level of disability assess problems with architectural barriers worse comparing person with low level of disability. Problems with architectural barriers also have impact particularly on the persons with motor impediments. From the age point of view the problems with architectural barriers an important for disables persons at the age 40 or higher. Another very important finding of the present paper is the identification of hidden factors affecting persons with disability needs in the case of municipal offices service