How do People with Disabilities Evaluate the Quality of Social Services?
| Autor: | Asta Vaitkevičienė, Laurita Čiapaitė |
|---|---|
| Rok vydání: | 2020 |
| Předmět: |
SERVQUAL service quality model
quality of social services Social work media_common.quotation_subject 05 social sciences Applied psychology Social Welfare Empathy Certainty persons with disabilities 0506 political science 03 medical and health sciences SERVQUAL 0302 clinical medicine EQUASS social services quality assessment system 050602 political science & public administration lcsh:H1-99 Quality (business) 030212 general & internal medicine lcsh:Social sciences (General) Psychology Reliability (statistics) Social policy media_common |
| Zdroj: | STEPP: Socialinė Teorija, Empirija, Politika ir Praktika, Vol 21 (2020) |
| ISSN: | 2345-0266 1648-2425 |
| DOI: | 10.15388/stepp.2020.22 |
| Popis: | In this article we analyse the quality of social services from the perspective of people with disabilities and we analyse other social services quality studies that use the EQUASS system or the SERVQUAL model. We show the contrast between the high quality ratings reported by social workers and unmet expectations of the services’ recipients. It is argued that the difference may be due to methodological errors in choosing one or another research method, and the phenomenon of social workers’ conformism, which can be supported also by the peculiarities of Lithuania’s long-term social policy. It is proposed that the SERWQUAL model be used for the study of the quality of social services, which is flexible with regards to the needs of service users. Triangulation of research methods was used to analyse the data. We show evaluation of the quality of social services according to the 5 dimensions of the SERWQUAL model: tangibles, reliability, responsiveness, assurance (certainty) and sensitivity (empathy). |
| Databáze: | OpenAIRE |
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