Measuring Self-Service Technology Latent Difficulties: Insurance Decisions on Utilitarian and Hedonic Influences

Yang Ann Shawing ()
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Yang Ann Shawing: Institute of International Management, National Cheng Kung University, 1, University Road, Tainan 701, Taiwan, R.O.C.

Asia-Pacific Journal of Risk and Insurance, 2015, vol. 9, issue 1, 1-33

Abstract: This study investigates the difficulties encountered by consumers in forming insurance decisions when using self-service technology (SST) channels, such as electronic insurance. Rasch measurement model is applied. This model employs the expectation disconfirmation theory to categorize and rank the order of importance of latent utilitarian and hedonic insurance purchase motives. Consumers find that electronic insurance has high risks and high premiums with respect to utilitarian motives but lacks information and performs unsatisfactorily in terms of hedonic motives. Nevertheless, electronic insurance is preferred for the convenience brought by SST channels, and because it provides greater discounts and offers product–channel matching through self-consultation in the absence of agents. Being middle-aged and having a high income are factors that significantly influence electronic insurance purchases.

Keywords: self-service technology; insurance decision; Rasch measurement; utilitarian and hedonic influence (search for similar items in EconPapers)
Date: 2015
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DOI: 10.1515/apjri-2014-0005

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