Sports for People with Disabilities in Local Government Organizations: Service Evaluation and Investigation of Perceived Satisfaction

The present study examines the satisfaction of people with disabilities (PWDs) participating in municipal sports programs in Greece, focusing on accessibility, service quality, and personnel interactions. Drawing on the SERVQUAL model and disability inclusion frameworks, the research evaluated both structural and psychological dimensions of service delivery. 350 participants across local government organizations participated by using the Customer Satisfaction Scale (CSS). Results indicate that most participants engage in sports two or three times per week, primarily for health improvement and rehabilitation. Swimming training emerged as the most preferred activity, reflecting its adaptability and therapeutic value. Satisfaction levels were moderate to high across all five dimensions of the scale with excellent internal consistency. Regression analysis revealed transportation assistance as the strongest positive predictor of satisfaction, while difficulties due to disability, age, and gender had negative effects. These results emphasize that accessibility alone does not guarantee inclusion; rather, satisfaction and participation depend on a holistic combination of physical, interpersonal, and organizational factors. The study highlights the need for municipalities to foster inclusive cultures through personnel further training, adaptive infrastructure, and community engagement strategies that enhance PWDs' well-being and inclusion.