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Studying the influence of e-personalisation on the online experience of consumers with disabilities: Ease of use as a source of pleasure

Author

Listed:
  • Maud Dampérat

    (UL2 - Université Lumière - Lyon 2, COACTIS - COnception de l'ACTIon en Situation - UL2 - Université Lumière - Lyon 2 - UJM - Université Jean Monnet - Saint-Étienne)

  • Eline Jongmans

    (CERAG - Centre d'études et de recherches appliquées à la gestion - UGA - Université Grenoble Alpes, UGA - Université Grenoble Alpes)

  • Florence Jeannot

    (CERAG - Centre d'études et de recherches appliquées à la gestion - UGA - Université Grenoble Alpes, INSEEC - Institut des hautes études économiques et commerciales | School of Business and Economics)

  • Tanguy Giuffrida

    (LIG - Laboratoire d'Informatique de Grenoble - CNRS - Centre National de la Recherche Scientifique - UGA - Université Grenoble Alpes - Grenoble INP - Institut polytechnique de Grenoble - Grenoble Institute of Technology - UGA - Université Grenoble Alpes, IIHM - Ingénierie de l’Interaction Homme-Machine - LIG - Laboratoire d'Informatique de Grenoble - CNRS - Centre National de la Recherche Scientifique - UGA - Université Grenoble Alpes - Grenoble INP - Institut polytechnique de Grenoble - Grenoble Institute of Technology - UGA - Université Grenoble Alpes)

Abstract

This research studies the online consumer experience and, more specifically, the role of design e-personalisation of e-commerce websites adapted to the needs of consumers with disabilities (perceptual, cognitive or physical). It examines the roles of ease of use and pleasure of use as explanatory mechanisms for the effects of design e-personalisation on e-commerce website reuse and positive word-of-mouth intentions. We propose an online consumer experience model based on perceived design e-personalisation and test it empirically with structural equations on a sample of 117 participants from a panel of French Internet users who are more than 55 years old and have disabilities. The results highlight a serial double mediation of design e-personalisation on reuse and word-of-mouth intentions via ease of use and pleasure of use.

Suggested Citation

  • Maud Dampérat & Eline Jongmans & Florence Jeannot & Tanguy Giuffrida, 2022. "Studying the influence of e-personalisation on the online experience of consumers with disabilities: Ease of use as a source of pleasure," Post-Print halshs-04159487, HAL.
    • Handle: RePEc:hal:journl:halshs-04159487
    DOI: 10.1177/20515707221128734
    Note: View the original document on HAL open archive server: https://shs.hal.science/halshs-04159487
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    Keywords

    e-personalization; online consumer experience; pleasure of use; ease of use; customers with disabilities;
    All these keywords.

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