INTERNATIONAL JOURNAL OF RESEARCH AND INNOVATION IN APPLIED SCIENCE (IJRIAS)
ISSN No. 2454-6194 | DOI: 10.51584/IJRIAS |Volume X Issue X October 2025
www.rsisinternational.org Page 233
AI-Driven Quality Assurance Framework for Inclusive
Government and E-Commerce Web Services: Integrating
Accessibility, Usability, and Emerging Technologies
1Pardeep Kaur., 2Vishal Gupta
1Research Scholar, Deptt. Of Computer Sciene. Guru Nanak Dev University, Amritsar, India
2Chandigarh Group of Colleges Jhanjeri, Chandigarh Engineering College, CSE-APEX, Mohali,
140307, India
DOI: https://doi.org/10.51584/IJRIAS.2025.1010000017
Received: 12 Oct 2025; Accepted: 19 Oct 2025; Published: 28 October 2025
ABSTRACT
In today’s digital ecosystem, ensuring the accessibility and inclusivity of online platforms is a cornerstone of
quality assurance (QA). This study proposes an integrated, AI-driven QA framework that bridges usability,
accessibility, and emerging technologies for government and e-commerce web services. By aligning QA
practices with the Web Content Accessibility Guidelines (WCAG 2.1) and ISO/IEC 25010 standards, this
research emphasizes inclusive design that accommodates users of diverse abilities and contexts. The
framework incorporates both functional and non-functional parameters, such as performance, security,
readability, mobile responsiveness, and user experience within a systematic testing process. Advanced
technologies like machine learning, automated accessibility validation tools, and big data analytics are
leveraged to predict and mitigate potential usability barriers. The study highlights how integrating AI-powered
analytics can enhance compliance, personalization, and efficiency across platforms. The outcomes aim to
guide policymakers, developers, and QA practitioners in creating user-centric, equitable, and trustworthy web
environments that support the goals of Digital India and global digital inclusion initiatives.
Keywords: Quality Assurance, Accessibility, WCAG, Usability.
INTRODUCTION
he rapid growth of digital transformation initiatives such as Digital India has revolutionized the accessibility of
public and commercial services through web-based platforms. Government portals, e-commerce websites, and
educational systems are increasingly becoming primary channels for citizen engagement, service delivery, and
information dissemination. However, the inclusivity and accessibility of these digital platforms remain a
persistent challenge, particularly for users with disabilities and those in low-connectivity regions. As over 26
million individuals in India live with some form of disability, ensuring equitable digital participation is both a
technological and ethical necessity. Quality Assurance (QA) in web development thus plays a crucial role in
ensuring that websites and applications are not only functional and efficient but also inclusive and user-
friendly. With the rise of artificial intelligence, automation, and data analytics, modern QA frameworks are
evolving beyond traditional testing models to incorporate predictive analysis, accessibility compliance
(WCAG 2.1), and user-centered design evaluation. ICT in education brings a lot of advantages to our social
and educational life. The computer, laptops, and smartphones will enhance the autonomous access of students
to their education. Digital India is a movement initiated by the Indian government to ensure that the
government's services are made accessible to people electronically by enhanced web facilities and increased
Internet access or to make the nation digitally empowered in the field of technology. This project would
include services such as Digital lockers, e-education, Bharat net, e-health, and a scholarship portal at the
national level. The Indian government decided to open Botnet cleaning centres as part of Digital India [1]. The
development of accessible smartphone apps has been a significant challenge for accessibility experts; as users
mature, they face changes. The most common among them are low vision users.
INTERNATIONAL JOURNAL OF RESEARCH AND INNOVATION IN APPLIED SCIENCE (IJRIAS)
ISSN No. 2454-6194 | DOI: 10.51584/IJRIAS |Volume X Issue X October 2025
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According to the census on India 2011, over 26.8 million people in India suffer from some form of disability,
which equates to 2.21% of the total population. Among the total number of disabled people in the world, 56%
(15 million) are males and 44% (10.18 million) are females. Table 1 shows, among all the five categories of
disabilities for which data has been compiled, disability in seeing at 19% emerges as the top category in India
[2]
Table 1 Summary of Disabled Population in India and type of disability
Population Percentage
Total population 100.0
Total population of disabled 2.68%
Disability Types
(a) In seeing 19%
(b) In speech 7%
(c) In hearing 19%
(d) In movement 20%
(e) Mental Retardation 6%
(f) Mental illness 3%
(g) Any Other 18%
(h) Multiple Disability 8%
Source: Census of India 2011.
Website or web app quality assurance (QA) is the process of ensuring that a website or web application works
smoothly, meets user expectations, and achieves its intended purpose. It involves systematically testing and
evaluating the functionality, performance, usability, and compatibility of a website or web app to detect and
resolve issues. Website Quality Assurance (QA) is a systematic process to ensure that a website functions
correctly, performs efficiently, and delivers a seamless user experience across various platforms and devices.
The QA process involves identifying bugs, usability issues, and design inconsistencies before a site goes live,
thereby enhancing reliability and user trust [4]. A comprehensive QA strategy typically encompasses testing
for functionality, performance, security, compatibility, and accessibility. In Website Quality Assurance (QA),
both functional and non-functional parameters play essential roles in evaluating a site's overall performance
and user satisfaction.
Functional Parameters focus on what the system does, they include elements like navigation functionality,
form submissions, search operations, user authentication, and database interactions [5]. These aspects ensure
the core functions of the website operate as intended and without error. For example, login mechanisms,
payment gateways, and content management workflows must be rigorously tested to confirm accurate user
input processing and appropriate system responses.
Non-functional parameters deal with how the system performs, encompassing performance, scalability,
usability, security, compatibility, and accessibility. These attributes do not directly affect specific functions but
significantly influence user experience. For instance, performance testing might assess page load times or
server response under heavy traffic, which is crucial, especially since 53% of users abandon mobile sites that
INTERNATIONAL JOURNAL OF RESEARCH AND INNOVATION IN APPLIED SCIENCE (IJRIAS)
ISSN No. 2454-6194 | DOI: 10.51584/IJRIAS |Volume X Issue X October 2025
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take longer than 3 seconds to load [6]. Security testing under non-functional parameters helps prevent breaches
and data loss, adhering to standards like OWASP guidelines. Similarly, accessibility checks based on WCAG
ensure that users with disabilities can navigate and interact with the site effectively [7].
LITERATURE REVIEW
The author investigate how perceived security impacts trust in e-commerce websites. The authors conducted a
survey to explore the relationship between visible security features, such as trust seals and SSL certificates,
and user trust. Their findings reveal that users are more likely to trust and engage with websites that
prominently display these security features. This research suggests that perceived security should be
incorporated into quality assurance (QA) frameworks as a crucial element, influencing not only trust but also
the likelihood of a transaction [8]. Compared A/B testing with multivariate testing (MVT) in optimizing e-
commerce website usability. The study indicates that MVT provides deeper insights into user preferences and
site layout adjustments compared to A/B testing, which typically tests one variable at a time. By analyzing
multiple variations in real-time, MVT enables more precise UX decisions. The authors advocate for integrating
MVT into e-commerce QA processes to ensure comprehensive testing that improves overall user satisfaction
and site performance [9].
Demirkan and Delen, highlights the potential of big data analytics to enhance customer-centric quality
assurance in e-commerce. The study suggests using structured and unstructured customer data, such as reviews
and usage patterns, combined with predictive modeling to improve website performance. The authors argue
that big data allows for dynamic, real-time quality assurance processes, enabling e-commerce platforms to
address issues before they negatively impact the user experience. This approach ensures that websites
continuously adapt to user needs, fostering long-term satisfaction [10]. Hassan and Sulaiman examine the
differences in user experience between mobile and desktop versions of e-commerce websites. Their study
reveals that mobile sites often fall short in usability due to issues like slow load times and non-responsive
design. By performing heuristic evaluations and user testing, the authors recommend prioritizing mobile-first
design strategies in quality assurance practices. They argue that mobile usability should be a focal point for
QA frameworks as mobile traffic continues to outpace desktop use [11].
Kumar and Srinivasan, explore the role of design and privacy in fostering trust on e-commerce websites. Their
research, based on structural equation modeling, demonstrates that consumers are more likely to engage with
websites that prioritize privacy and offer clear design features like easy navigation and secure payment
options. The authors suggest that quality assurance models should include privacy measures as a key
parameter, ensuring that user data is handled transparently and securely [12].
Tan and Lim discuss the importance of emotional design in e-commerce websites and its direct impact on user
experience. The study finds that users are more satisfied with websites that use colors, typography, and
animations that elicit positive emotional responses. These emotionally engaging elements can enhance trust
and increase the likelihood of a purchase. The authors suggest that quality assurance frameworks should
account for emotional design elements, highlighting their significant role in enhancing user experience [13].
Ahmed and Hossain focus on the accessibility of e-commerce websites in developing countries, where digital
inclusion is often overlooked. Their evaluation of 50 e-commerce sites using WCAG 2.1 guidelines revealed
significant gaps in accessibility for users with disabilities. The study highlights the need for quality assurance
models to prioritize accessibility, ensuring that all users, regardless of their abilities, can access and navigate e-
commerce platforms effectively [14]. Ferreira and Monteiro analyze how website load speed impacts user
behavior and conversion rates. Their empirical study shows that even a slight delay in load times (as little as
one second) can lead to a 7% reduction in conversion rates. This finding emphasizes the importance of
optimizing page speed as a key quality metric in e-commerce QA. Ensuring fast load times is crucial for
retaining customers and maximizing sales, making performance a central aspect of QA practices [15].
Alzahrani and Goodwin examine how cultural differences affect user experience in e-commerce across various
countries. Their study found that users from different cultural backgrounds have distinct preferences regarding
website design, content, and payment options. This research highlights the need for QA frameworks to include
INTERNATIONAL JOURNAL OF RESEARCH AND INNOVATION IN APPLIED SCIENCE (IJRIAS)
ISSN No. 2454-6194 | DOI: 10.51584/IJRIAS |Volume X Issue X October 2025
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cultural adaptability, ensuring that websites cater to the diverse needs of global users while maintaining
usability and satisfaction [16]. Wang and Zhou propose a machine learning-based framework to personalize e-
commerce website content and layout according to user preferences. The study shows that personalized
interfaces improve usability, making it easier for users to navigate and find relevant products. The authors
recommend integrating personalization features into quality assurance processes, as they contribute
significantly to enhancing the user experience and increasing conversion rates [17]. Patel and Sharma explore
the integration of voice search in e-commerce websites and the usability challenges it presents. Their study
identifies issues such as poor speech recognition and limited context understanding, which can frustrate users.
The authors suggest that quality assurance processes should evaluate voice search functionality to ensure it
provides accurate and context-aware results, which are essential for enhancing user satisfaction in voice-
enabled environments [18].
Zhang et al. introduce a machine learning model that predicts the usability of e-commerce websites based on
user interaction data. Their framework uses clickstream analysis and other behavioral metrics to evaluate site
performance and predict user satisfaction. This approach enables real-time usability assessments, allowing QA
teams to make immediate improvements. The study emphasizes the role of AI in automating usability testing
and enhancing website performance [19]. Nguyen and Park, assess the impact of Progressive Web
Applications (PWAs) on mobile e-commerce usability. Their A/B testing results show that PWAs outperform
traditional mobile websites in terms of speed and offline accessibility. The authors recommend that QA
processes include checks for PWA functionality to ensure optimal performance, particularly as mobile users
increasingly expect fast, responsive experiences [20]. Salim and Alshammari, propose a hybrid QA model that
combines ISO/IEC 25010 software quality standards with user-generated content (UGC) such as reviews and
feedback. This model enhances QA by integrating both objective technical measures and subjective user
experiences. The authors highlight the importance of considering both perspectives in quality assurance to
create a more accurate and comprehensive evaluation of website quality [21].
Yadav and Singh, focus on the role of cognitive load in e-commerce website design. Using eye-tracking and
task analysis, the study reveals that complex layouts and excessive information increase cognitive load,
making it harder for users to complete tasks. The authors recommend that quality assurance practices should
include cognitive load assessments to ensure that website designs minimize mental effort and enhance usability
[22]. Rahman and Li, evaluate the usability of chatbots on e-commerce websites. Their study finds that
inaccurate or slow responses from chatbots lead to user frustration and decreased satisfaction. The authors
suggest that chatbot functionality should be rigorously tested as part of the QA process to ensure reliability and
improve user experience by delivering timely and contextually relevant information [23]. Gomez and Torres,
investigate the consistency of user experience across multiple devices, such as smartphones, tablets, and
desktops. The study finds that UX inconsistencies between devices significantly hinder user satisfaction,
especially when switching between platforms. The authors emphasize the need for QA teams to evaluate cross-
device performance to ensure that users experience a seamless interface across all touchpoints [24].
Choi and Kim, examine the role of sustainability in e-commerce UX design. Their study shows that users
increasingly value eco-friendly design elements, such as energy-efficient website features and
environmentally-conscious product offerings. The authors argue that sustainability should be incorporated into
quality assurance practices, as it aligns with growing consumer demand for ethical and sustainable business
practices [25]. Nakamura and Sato, focus on the challenges of providing a consistent user experience across
multiple languages on e-commerce websites. The study reveals that poor translations and inconsistent
messaging reduce trust and cause confusion for users. The authors recommend that QA processes include
checks for accurate and culturally appropriate translations to ensure a positive user experience across different
language groups [26]. Singh and Mehta, evaluate the usability of payment interfaces on e-commerce websites.
Their study identifies that complex or unclear payment processes often lead to cart abandonment. They
recommend that quality assurance should prioritize payment interface testing to ensure ease of use, security,
and clarity, all of which are essential for completing transactions and minimizing drop-offs. Including key
parameters that influence QA in e-commerce websites, usability, and user experience [27]. Presents a novel bi-
level decision tree approach that significantly enhances the accuracy and efficiency of web quality assessment.
By systematically integrating multiple quality parameters, the model demonstrates strong potential for
INTERNATIONAL JOURNAL OF RESEARCH AND INNOVATION IN APPLIED SCIENCE (IJRIAS)
ISSN No. 2454-6194 | DOI: 10.51584/IJRIAS |Volume X Issue X October 2025
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automated evaluation of web platforms, contributing to improved decision-making in digital quality assurance
processes. This work lays a foundation for further research in intelligent QA frameworks, especially within the
context of dynamic and complex web environments [28]. Provide a critical evaluation of the accessibility
standards of hospital websites in India, uncovering significant gaps in compliance with established
accessibility guidelines such as WCAG 2.1. Their findings highlight the urgent need for policy-level
interventions and improved web design practices to ensure inclusive digital access to essential healthcare
information. This study emphasizes the importance of prioritizing accessibility in public service domains,
particularly in sectors like healthcare where digital equity can have profound societal impacts [29]. Conducted
a focused case study assessing the web content accessibility of university websites in Punjab, revealing
widespread non-compliance with WCAG 2.1 standards. Their evaluation underscores systemic accessibility
challenges in the higher education sector, particularly in providing equitable access to academic resources for
users with disabilities. The study advocates for strategic improvements in web design, policy enforcement, and
institutional awareness to bridge digital accessibility gaps in Indian universities. A comparison of various
literature reviews are presented in table 2.
Table 2 Comparison table of literature reviews
Author Focus Area Methodology Key Findings QA Parameters
Rubin & Chisnell
(2008)
Usability Testing Case Studies Planning, design Usability, Testing
Design
Balfagih et al.
(2012)
E-commerce QA
Framework
Survey & Case
Study
Framework for
technical, content,
usability
Performance, Security,
Usability
Ferreira &
Monteiro (2022)
Website
Performance
Empirical Study Load speed impacts
conversion rates
Performance, Load
Time
Wang & Zhou
(2023)
Personalization &
Usability
Machine
Learning
Personalization
enhances UX
Personalization, User
Interaction
Hassan &
Sulaiman (2021)
Mobile vs
Desktop UX
Heuristic
Evaluation &
Testing
Mobile sites face
usability issues
Mobile-Responsive,
Navigation
Demirkan &
Delen (2020)
Big Data in QA Predictive
Analytics
Big data supports
dynamic QA and
customer satisfaction
Big Data, User
Feedback
Yadav & Singh
(2024)
Cognitive Load in
UX
Eye-Tracking,
Task Analysis
High cognitive load
reduces retention
Cognitive Load,
Navigation
Alzahrani &
Goodwin (2022)
Cultural UX
Differences
Cross-Country
Survey
Cultural differences
affect usability
perceptions
Localization, Usability
Tan & Lim (2021) Emotional Design UX Testing Emotional design
improves trust
Emotional
Engagement, Trust
Patel & Sharma
(2023)
Voice Search
Usability
Usability Testing Voice features face
usability and recognition
challenges
Voice UI, Recognition
Okeke & Badu Security in E- User Survey Security features Security, Trust
INTERNATIONAL JOURNAL OF RESEARCH AND INNOVATION IN APPLIED SCIENCE (IJRIAS)
ISSN No. 2454-6194 | DOI: 10.51584/IJRIAS |Volume X Issue X October 2025
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(2020) commerce improve user trust
Nguyen & Park
(2023)
Progressive Web
Apps
A/B Testing PWAs outperform native
apps in UX
Performance,
Responsiveness
Kumar &
Srinivasan (2021)
Trust &
Satisfaction
Structural
Equation
Modeling
Design and privacy
assurance influence user
trust
Trust, Privacy, Design
Zhang et al.
(2023)
ML for Usability
Evaluation
User Data &
Machine
Learning
ML models predict
usability bottlenecks
Predictive QA,
Usability
Ahmed & Hossain
(2022)
Accessibility
Evaluation
WCAG 2.1
Evaluation
Many sites fail basic
accessibility standards
Accessibility,
Standards Compliance
Lin & Chen
(2020)
Multivariate
Testing
Comparative Multivariate testing
offers deeper insights
into UX
Testing Methodology,
UX
Salim &
Alshammari
(2024)
Hybrid QA
Model
ISO/IEC 25010 &
User Feedback
Hybrid model improves
QA prediction accuracy
Standards
Compliance, User
Feedback
Ferreira et al.
(2022)
User Feedback
for UX
Qualitative
Research
User reviews offer
actionable insights for
QA
User Feedback,
Quality Metrics
Liu et al. (2023) UX Metrics for
E-commerce
Survey & Case
Studies
UX metrics correlate
strongly with site
success
User Experience,
Metrics
Li & Zhang
(2024)
AI in UX & QA AI-Driven
Analysis
AI improves UX design Artificial Intelligence,
UX
The findings of literature many sites fail to meet wcag2.1 standards, excluding users and highlight the need for
inclusive quality assurance practices. Design and content should be culturally adaptable. Usability issues in
multilingual environments. Page load time delay the conversion rates a key Quality metric. Poor contextual
understanding in websites also acts as a key metric for improvement.
CONCLUSION
The findings of this study reaffirm the growing need to embed inclusivity and accessibility as central pillars of
website quality assurance. Traditional QA methods that focus solely on functional accuracy are insufficient in
today’s user-driven and diverse digital environment. The proposed AI-enhanced QA framework integrates
usability, accessibility, and emerging technologies to deliver a comprehensive and adaptive quality model. By
leveraging automated tools, machine learning analytics, and structured evaluation criteria, the framework
ensures consistent monitoring, compliance, and improvement. The adoption of this framework can enable
organizations to design more resilient, inclusive, and accessible digital systems that align with the principles of
universal usability and equitable access for all. The reviewed studies collectively underscore the evolving
complexity of e-commerce website QA, emphasizing that traditional approaches focusing solely on functional
correctness are no longer sufficient. Effective QA must now address a broader spectrum of non-functional
parameters such as perceived security, emotional engagement, cognitive ease, accessibility, usability, and
cultural adaptability. The integration of advanced analytics, A/B testing, machine learning, and hybrid QA
INTERNATIONAL JOURNAL OF RESEARCH AND INNOVATION IN APPLIED SCIENCE (IJRIAS)
ISSN No. 2454-6194 | DOI: 10.51584/IJRIAS |Volume X Issue X October 2025
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models suggests a shift toward data-driven, user-centered quality assurance. However, there is a pressing need
for a unified, adaptable QA framework that systematically incorporates emerging technologies and diverse
user needs. Bridging these gaps will enable e-commerce platforms to deliver high-quality, trustworthy, and
inclusive digital experiences that meet the demands of a global user base.
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