The impact of technology on the general insurance sector's organizational customers' perception of value

Xuan-Nhi Nguyen
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Xuan-Nhi Nguyen: Nguyen Tat Thanh Universty

International Journal of Business Ecosystem & Strategy (2687-2293), 2023, vol. 5, issue 2, 21-36

Abstract: In this study, the impact of technology is especially examined as a factor in the determination of customer perceived value and satisfaction in the professional business-to-business services of the general insurance industry. Five hundred forty-seven relevant responses from randomly chosen Vietnamese consumers who bought insurance products were acquired using both a hypothetical-deductive method and an inductive technique employing structured questionnaires. The regression study shows that while technology and technical abilities are judged to be unimportant, risk coverage, reputation, reliability, and premium positively influence consumers' opinions of value toward insurance firms. As technology cannot replace the relationships developed with service professionals, organizational consumers do not view technology as a deciding factor when choosing insurance, so avoiding favoring technology over human interaction is imperative. This warning could impact people's views, quality of life, and society. The performance of service workers should be improved through soft HRM techniques in the future, and marketers and politicians should prioritize reputation-building initiatives and training in interpersonal communication. Future research on insurance purchase behavior in business-to-business settings, particularly in developing economies, can use the proposed model as a guide. Additionally, by concentrating on the most advantageous aspects of resource allocation, this framework provides invaluable insights for firms looking to create or strengthen their competitive advantage.

Keywords: Customer Perceived Value; Customer Satisfaction; General Insurance; Resource-Based View (search for similar items in EconPapers)
Date: 2023
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