Effect of User Characteristics on Digital Inclusivity in E-Justice Systems for Persons with Disabilities

Abstract

The shift of court processes to digital platforms assumes that users have the requisite skills, confidence, and sense of security to manage legal procedures online without assistance. For people with disabilities, that assumption is especially fragile. This paper investigates how three user-level attributes—digital literacy, perceived trust, and perceived security—affect digital inclusivity in e-justice environments. Framed by the Unified Theory of Acceptance and Use of Technology 2 (UTAUT2) and the Social Model of Disability, the research used a sequential explanatory mixed-methods approach. Quantitative data were gathered from 362 court users, judicial officers, and advocates in Nairobi County, Kenya, using stratified random sampling (Cochran’s formula, 95% confidence level, 5% margin of error). Covariance-based structural equation modelling (CB-SEM) showed that, when treated alone, user characteristics positively and significantly predict digital inclusivity (β = 0.638, p < 0.001), accounting for 40.7% of its variance. Within the construct, perceived trust was the largest contributor (loading = 0.652), followed by digital literacy (0.620) and perceived security (0.556). Semi-structured interviews with persons who have visual, hearing, and mobility impairments provided qualitative context and triangulation. The study argues that user characteristics matter, but they should not be interpreted as innate shortcomings; rather, they are socially produced abilities shaped by prior institutional experiences. For policy, the evidence suggests that enhancing digital skills, fostering trust, and clarifying security protections must accompany systemic accessibility reforms, not replace them.