Abstract
Sports facilities for people with disabilities are established in communities with the aim of promoting sports among people with disabilities and the elderly. This kind of facility is representative of sports centers for people with disabilities, and they are central facilities for providing adapted sports services in Japan. However, criteria for evaluating the services of human service organizations that have a welfare mission are unclear. For that reason, there are very few studies in which users evaluate the services provided by sports facilities for people with disabilities. Considering this situation, we outline here the development of a scale to evaluate adapted sports services based on the results of surveys in related fields. SERVQUAL is a scale to measure the quality of services provided by general service organizations. SERVQUAL is manipulated fluidly depending on the type of service provided. In evaluating the services of sports facilities for people with disabilities whose mission as an organization is to provide adapted sports services to people with disabilities, who are in a disadvantageous position in terms of sports activities, emphasis is placed on empathy. Sports facilities for people with disabilities have introduced appointment manager constitutions and are entering a transition phase. In this period, based on the mission of the organization, it is meaningful to investigate business challenges in the management of organizations from the perspective of subjective service evaluations by people with disabilities and the elderly.
