AI-Driven Quality Assurance Framework for Inclusive Government and E-Commerce Web Services: Integrating Accessibility, Usability, and Emerging Technologies

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.