Assisting Disabled Persons in Online Shopping: A Knowledge-Based Process Model


 Knowledge management, Nonaka SECI model, disability support, e-commerce.

How to Cite

Muhammad Azhar Hussain, Kamran Ahsan, Sarwat Iqbal, Adnan Nadeem, & Muhammad Sarim. (2016). Assisting Disabled Persons in Online Shopping: A Knowledge-Based Process Model. Journal of Basic & Applied Sciences, 12, 23–31.


Knowledge management is gaining more and more attention from business management with a consideration of knowledge as a critical intellectual resource for organization in getting successful competitive advantage. The aim of integrating of KM processes with business processes is to add value, provide supports and increase productivity. The role of technology for knowledge management processes, i.e., capture, codification, dissemination, is very important. Organization are readily adapting e-commerce and shifting business activities over web to maintain competitive advantage and building strong relationship with suppliers, employees, and customers.
E-retailing emerged as a new way of shopping; people search/browse products online, compare and purchase with great convenience. It also eliminates barriers that disabled persons encounter when they visit shopping stores such as inaccessible entrance for wheelchair shoppers. However, still there is a significant part of disabled population is neglected from getting benefits of online shopping because of lack of accessibility features in websites. Understanding the knowledge about them can lead business managers to better facilitate in online shopping. This paper proposed a model based on the Nonaka Knowledge Spiral model to support business managers to capture knowledge about disabled person’s online shopping behaviors; supplement this knowledge into their website to support disabled persons. This also helps business managers to capture the un-attended population in their business net.


Wenger EC, Snyder WM. Communities of practice: The organizational frontier. Harvard business review. 2000; 78(1): 139-46.

Rašula J, Vukši? VB, Štemberger MI. The impact of knowledge management on organizational performance. Economic and business review 2012; 14(2): 147-68.

Zack MH. Developing a Knowledge Strategy. California Management Review 1999; p. 20.

Krstic B, Petrovic B. The role of knowledge management in increasing enterprises innovativeness. Economics and Organization 2012; 9(1): 93-110.

Broadbent M. The emerging phenomenon of knowledge management. The Australian Library Journal 1997; 46(1): 6-24.

Zyngier S. The role of technology in knowledge management: trends in the Australian corporate environment. Knowledge Management in Context, Australian Scholarly Publishing, Melbourne 2001: 78-92.

Wikipedia. Competitive advantage. Wikipedia, The Free Encyclopedia 2015.

Nonaka I, Konno N. The concept of “Ba”: building a foundation for knowledge creation. Knowledge management: critical perspectives on business and management 2005; 2(3): 53.

Gunjal B. Knowledge management: why do we need it for corporates. Malaysian Journal of Library & Information Science 2005; 10(2): 37-50.

Aghamirian B, Dorri B, Aghamirian B. Customer Knowledge Management Application in Gaining Organization's Competitive Advantage in Electronic Commerce. Journal of Theoretical and Applied Electronic Commerce Research 2015; 10(1): 63-78.

Wikipedia. Shopping. Wikipedia, The Free Encyclopedia 2015.

Reimer K, Becker JU. What customer information should companies use for customer relationship management? Practical insights from empirical research. Management Review Quarterly 2015; 65(3): 149-82. The 2015 CRM Resource and Guide:; [cited 2015 27th March 2015

Mohamed N, Mahmud M, Ahlan AR, Hussein R, Karim A, Shahriza N, et al. Moving toward e-business: customer relationship management alignment in Malaysian small business. International Journal of Ebusiness and Egovernment Studies 2013; 5(2): 112-21.

Bueren A, Schierholz R, Kolbe L, Brenner W, editors. Customer knowledge management-improving performance of customer relationship management with knowledge management. System Sciences, 2004 Proceedings of the 37th Annual Hawaii International Conference on 2004; IEEE.

Lopez-Nicolas C, Molina-Castillo FJ. Customer Knowledge Management and E-commerce: The role of customer perceived risk. International Journal of Information Management 2008; 28(2): 102-13.

Holsapple CW, Singh M. Toward a United View of Electronic Commerce, Electronic Business, and Collaborative Commerce: A Knowledge Management Approach. Knowledge and Process Management 2000; 7(3): 151-64.<151::AID-KPM83>3.0.CO;2-U

Godfrey S, Walsh J. The internet: a new era in customer service. European Management Journal 2000; 18(1): 85-92.

Díaz-Bossini J-M, Moreno L. Accessibility to mobile interfaces for older people. Procedia Computer Science 2014; 27: 57-66.

World Health Organization, WHO Action Plan “Better health for persons with disabilities” Frequently Asked Questions

WHO. World report on disability 2011. 2011.

Menzel Baker S, Holland J, Kaufman-Scarborough C. How consumers with disabilities perceive “welcome” in retail servicescapes: a critical incident study. Journal of Services Marketing 2007; 21(3): 160-73.

Sambhanthan A, Good A. Implications for Improving Accessibility to E-Commerce Websites in Developing Countries-A Study of Hotel Websites. arXiv preprint arXiv:13025491. 2013.

Brault MW. Americans with Disabilities, 2010: Household Economic Studies 2012.

Kaufman?Scarborough C, Menzel Baker S. Do people with disabilities believe the ADA has served their consumer interests? Journal of Consumer Affairs 2005; 39(1): 1-26.

Humphrey JC. Researching disability politics, or, some problems with the social model in practice. Disability & Society 2000; 15(1): 63-86.

Shah J, Desai T, Shah P. SmartGlass: Visual Commerce Application (Android). Procedia Computer Science 2015; 45: 236-43.

Petrie H, Badani A, Bhalla A, editors. Sex, lies and web accessibility: the use of accessibility logos and statements on e-commerce and financial websites. Proceedings of Accessible Design in the Digital World Conference 2005.

Kaufman-Scarborough C, Childers TL. Understanding markets as online public places: Insights from consumers with visual impairments. Journal of Public Policy & Marketing. 2009; 28(1): 16-28.

Hashim AE, Ismail F, Akida M, Isnin Z, Natasha K, Abdul Rahim M. Disabled facilities in shopping malls: Malaysian perspective 2011.

Malhotra Y. Knowledge management for e-business performance: advancing information strategy to “internet time”. Information Strategy: The Executive's Journal 2000; 16(4): 5-16.

Kaufman–Scarborough C. Reasonable access for mobility-disabled persons is more than widening the door. Journal of Retailing 2000; 75(4): 479-508.

Creative Commons License

This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.

Copyright (c) 2016 Muhammad Azhar Hussain, Kamran Ahsan, Sarwat Iqbal, Adnan Nadeem , Muhammad Sarim