How to Ensure Web Accessibility in Digital Services to Improve the Competitive Advantage of an Organization

Digitalization and digital services have brought new challenges to organizations. Digital services need to be designed for all, and services need to be accessible to all people. Because of the prevalence of digital services, they should be available and accessible to all people regardless of any limitations that they may have. Web accessibility enhances and improves the usage of digital services for all people by considering technical requirements and cognitive accessibility features such as usability, and understandable content in digital services. This literature review was conducted through meta-synthesis. The purpose of this study was to review the qualitative literature and studies on web accessibility features increasing competitive advantages in digital services and to identify areas of inquiry for future qualitative research in this context. Based on the literature review analyses, the author defined three themes: how web accessibility in digital services can increase competitive advantage. These themes included different competitive advantage features which were categorized under each theme. Based on the literature review results, an understanding of the existing qualitative research and suggestions for possible competitive advantages of web accessibility for the organization was obtained.