Quality of service in local government units and digital exclusion of elderly people - example from implementing the Avatar project

• Autorzy: Nowakowska-Grunt Joanna , Dziadkiewicz Michał , Olejniczak-Szuster Katarzyna , Starostka-Patyk Marta

Identyfikatory

DOI

10.17512/pjms.2021.23.2.20

Warianty tytułu

PL

Jakość usług w jednostkach samorządu terytorialnego i cyfrowe wykluczenie osób starszych - przykład z realizacji projektu Avatar

• Języki publikacji: EN

Abstrakty

EN

The aim of the research conducted as part of the presented article is to present the expectations of seniors in terms of service in local government units and the resulting needs for the use of modern digital solutions contributing to the improvement of their quality of life, together with digital exclusion, which was the basis for the research in the creation and implementation of the Avatar project effects. The article presents research on the assessment of the quality of service in the office, supplemented with practical solutions in the form of a virtual assistant for the elderly, which in turn improved the level of service in the perception of older people. The article uses the Servqual methodology to determine the level of satisfaction of older people with service in the office and indicates the limitations related to digital exclusion in these people, as well as the effects related to supporting the elderly through an avatar - a virtual assistant.

PL

Celem badań przeprowadzonych w ramach prezentowanego artykułu jest przedstawienie oczekiwań seniorów w zakresie obsługi w jednostkach samorządu terytorialnego i wynikających z nich potrzeb w zakresie wykorzystania nowoczesnych rozwiązań cyfrowych przyczyniających się do poprawy ich jakości życia, wraz z wykluczeniem cyfrowym, które było podstawą badań w zakresie tworzenia i wdrażania efektów projektu Avatar. W artykule przedstawiono badania dotyczące oceny jakości obsługi w biurze, uzupełnione praktycznymi rozwiązaniami w postaci wirtualnej asystentki dla osób starszych, co z kolei poprawiło poziom obsługi w percepcji osób starszych. W artykule wykorzystano metodologię Servqual do określenia poziomu zadowolenia osób starszych z obsługi w biurze oraz wskazano ograniczenia związane z wykluczeniem cyfrowym u tych osób, a także efekty związane ze wsparciem osób starszych poprzez awatara - wirtualnego asystenta.

Słowa kluczowe

EN

service quality; digital exclusion of elderly people; Servqual method; virtual assistant; avatar

PL

jakość usług; wykluczenie cyfrowe osób starszych; metoda Servqual; wirtualny asystent; awatar

• Wydawca: Czestochowa University of Technology
• Czasopismo: Polish Journal of Management Studies
• Rocznik: 2021
• Tom: Vol. 23, No. 2
• Strony: 335--352
• Opis fizyczny: Bibliogr. 35 poz., rys., tab.

Twórcy

autor

Nowakowska-Grunt Joanna

• Czestochowa University of Technology, Faculty of Management

autor

Dziadkiewicz Michał

• Czestochowa University of Technology, Faculty of Management

autor

Olejniczak-Szuster Katarzyna

• Czestochowa University of Technology, Faculty of Management

autor

Starostka-Patyk Marta

• Czestochowa University of Technology, Faculty of Management

Bibliografia

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Uwagi

Opracowanie rekordu ze środków MEiN, umowa nr SONP/SP/546092/2022 w ramach programu "Społeczna odpowiedzialność nauki" - moduł: Popularyzacja nauki i promocja sportu (2022-2023).