The satisfaction assessment towards the Legal Aid Center of the Attorney General by adopting a universal design concept

Abstract

This research aims to evaluates user satisfaction with the Legal Aid Center for the public of the Office of the Attorney General. The research objectives are divided into four parts as follows: (1) to study the physical characteristics and interior space of the Legal Aid Center, as well as the barriers to access and management issues, (2) to study a universal design concept and the design principles of legal aid centers, (3) to provide recommendations and guidelines for the future development and improvement of the area, and (4) to propose a model of the Legal Aid Center for the public based on a universal design concept. This study employed a qualitative research approach, using purposive sampling to select participants whose characteristics aligned with the research objectives. The study involved 15 participants. Data quality was ensured through triangulation of data sources and methodologies. Data were collected through in-depth interviews, behavioral observations, a Post Occupancy Evaluation (POE) approach and contextual site surveys conducted with measurement tools to record dimensions and equipment, along with a checklist of physical attributes. The data were then compared and validated to ensure accuracy and reliability. The research findings, organized according to the research objectives, revealed that accessibility barriers included details concerning facilities within the space that are part of the physical space. These included problems with usable space dimensions, circulation, signage, doors, furniture, and accessible toilets. These features were not conducive to wheelchair users. The study suggests that incorporating Universal Design principles into the space would allow users to access services independently, without physical constraints or the need for assistance. This approach enhances user confidence and comfort for everyone, reflecting a Legal Aid Center concept that equally responds to users' needs and promotes inclusive usage.