Managers’ perception of mobile technology adoption in the Life Insurance industry

2018 ◽  
Vol 31 (2) ◽  
pp. 507-526 ◽  
Author(s):  
Visvanathan Naicker ◽  
Derrick Barry Van Der Merwe
Keyword(s):  
Technology Adoption ◽  
Mobile Technology ◽  
Life Insurance ◽  
Perceived Risk ◽  
Insurance Industry ◽  
Demographic Variables ◽  
Perceived Usefulness ◽  
Content Type ◽  
Level Of Education ◽  
Life Insurance Industry

Purpose The purpose of this paper is to examine the factors that influence the adoption of mobile technology by considering the information technology (IT) managers’ perception. The research identified the key challenges managers faced and whether management would adopt mobile technology or not. Design/methodology/approach A quantitative approach was used for this research, whereby an explanatory research was utilised. Questionnaires were developed and distributed to respondents who were in management and leadership positions and who were responsible for IT within their organisations. Demographic variables of age, gender differences, level of education, level of experience and culture were tested for association to the perceived factors and adoption. A χ2 of association was used to test the association between demographic variables and mobile technology adoption. Findings The results found that perceived ease of use, perceived usefulness, perceived complexity and perceived cost are important factors for adoption. However, perceived risk was a key factor in the adoption of mobile technology. Mobile strategy adoption must consider perceived risk factors central to the adoption. The younger generation (20 to 40) years found it easier to adopt technology than the older generation of 41 years and older. Individuals with a post matriculation level of education understood the importance of risk and cost required for adoption. Research limitations/implications Purposive sampling from a single industry (Life Insurance) was used. Limited literature was available regarding managers perception of mobile technology adoption in the Life Insurance industry. Practical implications The research offers managers insight into the important factors that need to be considered in adopting mobile technology. Originality/value With mobile technology being pervasive, the research seeks to provide managers with the insight in managing the adoption of the technology.

Antecedents and consequences of insurer-salesperson relationships

2014 ◽  
Vol 32 (4) ◽  
pp. 436-454 ◽  
Author(s):  
Tsu-Wei Yu ◽  
Feng-Cheng Tung
Keyword(s):  
Customer Loyalty ◽  
Life Insurance ◽  
Structural Equation ◽  
Insurance Industry ◽  
Content Type ◽  
Life Insurers ◽  
Life Insurance Industry ◽  
Antecedents And Consequences ◽  
Customer Trust ◽  
Depth Interviews

Purpose – The purpose of this paper is to explore the antecedents and consequences of insurer trust and salesperson trust, as well as the relationships between insurer, salesperson, and customer loyalty in order to build a conceptual model which investigates the relationships of insurer trust and salesperson trust, and finds ways to build trust and customer loyalty in the non-life insurance industry in Taiwan. Design/methodology/approach – The data for this study were collected from the customers of non-life insurers’ policyholder service centres and were analysed using in-depth interviews and questionnaires. Structural equation modelling (SEM) was to assess the proposed research model empirically. Findings – This study finds that firm size did not have a significant effect on insurer trust. Customer trust in the insurer was negatively but not significantly related to customer trust in the salesperson. Additionally, when relatives or friends are insurance salespersons; it is easy to build trust with them. Originality/value – This study provides non-life insurers with new avenues for promoting and marketing their insurance.

The role of salespeople in developing life insurance customer loyalty

2016 ◽  
Vol 44 (1) ◽  
pp. 22-37 ◽  
Author(s):  
Tsu-Wei Yu ◽  
Lu-Ming Tseng
Keyword(s):  
Relationship Quality ◽  
Customer Loyalty ◽  
Life Insurance ◽  
Structural Equation ◽  
Insurance Industry ◽  
Customer Relationship ◽  
Content Type ◽  
Life Insurers ◽  
Life Insurance Industry ◽  
Antecedents And Consequences

Purpose – The purpose of this paper is to closely investigate the antecedents affecting relationship quality and its consequences between life insurers and their customers. Design/methodology/approach – Data were collected from the customers of life insurers’ customer relationship management centres and were analysed using in-depth interviews and questionnaires. A structural equation modelling approach is employed to test the hypotheses. Findings – The findings are generally consistent with the literature. This study supports all hypotheses. Finally, the findings of this study confirm that relationship quality mediates the effects of salesperson characteristics and relational selling behaviour on customer loyalty. Originality/value – To the authors knowledge, there is little published research that examines antecedents and consequences of relationship quality in life insurance industry in Taiwan. Therefore, in addition to developing high-quality services, life insurers need to establish and maintain long-term relationships with customers in order to create corporate innovation value.

Banking “on-the-go”: examining consumers’ adoption of mobile banking services

2018 ◽  
Vol 10 (3) ◽  
pp. 279-295 ◽  
Author(s):  
Tingting Zhang ◽  
Can Lu ◽  
Murat Kizildag
Keyword(s):  
Technology Adoption ◽  
Technology Acceptance ◽  
Mobile Technology ◽  
Ease Of Use ◽  
Perceived Usefulness ◽  
Equation Modeling ◽  
Mobile Banking ◽  
Banking Services ◽  
Content Type ◽  
Factors Influencing

Purpose This paper aims to examine consumers’ adoption of mobile technology to facilitate their banking services and activities, and to investigate the factors influencing their adoption and engagement. Design/methodology/approach An online survey is used to test proposed relationships between factors and consumers’ mobile banking adoption. Structural equation modeling is performed to analyze consumers’ intentions toward mobile banking. Findings Traditional technology acceptance model factors – perceived usefulness and perceived ease of use – are identified as effective factors in influencing consumers to adopt mobile technology for facilitating banking services. Moreover, technology safety concerns, including reliability and privacy factors, are found to play an important role in motivating consumers to embrace mobile banking. The “fun” feature of the technology and consumers’ innovativeness characteristics are considered important in influencing mobile banking adoption. Trust in the banks has its predominant role in mobile technology adoption for banking services. Practical implications A bank gaining trust from its clients is key to active adoption of mobile banking technology. Bankers are advised to pay more attention to reliability and privacy features when designing and promoting mobile banking technology to consumers. Moreover, advertisements to bank clients should stress the “fun” aspects of the mobile banking apps to attract them to the use of mobile banking technology. Originality/value This paper investigates the factors influencing bank consumers to adopting mobile banking apps to facilitate their banking services. Nine key factors in the technology adoption area are examined to provide a comprehensive understanding of bank clients’ use of mobile banking apps, which advances the understanding of mobile technology applied in the banking industry in the literature.

Liquidity transformation: an examination of US life insurers

2016 ◽  
Vol 42 (7) ◽  
pp. 618-634 ◽  
Author(s):  
Byeongyong Paul Choi ◽  
Jin Park ◽  
Chia-Ling Ho
Keyword(s):  
Regression Model ◽  
Life Insurance ◽  
Insurance Industry ◽  
Financial Fragility ◽  
Crowding Out ◽  
Content Type ◽  
Life Insurers ◽  
Life Insurance Industry ◽  
The Us ◽  
The Impact

Purpose – The purpose of this paper is twofold: first, this paper measures how much liquidity is transformed by the US life insurance industry for the sample period; and Second, this study tests the “risk absorption” hypothesis and “financial fragility-crowding out” hypothesis to identify the impact of capital on liquidity creation in the US life insurance industry. In addition, a regression model is conducted to explore the relationship between liquidity creation and other firm characteristics. Design/methodology/approach – In order to construct the liquidity creation measures, all assets and liabilities are classified as liquid, semi-liquid, or illiquid with appropriate weights to these classifications, which will then be combined to measure the amount of liquidity creation. In addition, a regression model is analyzed. The level of insurers’ liquidity creation is regressed on the capital ratio (surplus over total assets) and other financial and organizational variables to test two prevailing hypotheses. Findings – This paper finds that the US life insurers de-create liquidity. The authors provide that the amount of liquidity de-creation is related to the size of insurers such that liquidity de-creation has increased as assets grow and that large insurers de-create most of liquidity. The US life insurance industry de-created $2.1 trillion in liquidity, i.e., 43 percent of total industry assets, in 2008. The empirical results support the “financial fragility-crowding out” hypothesis. Life insurers’ liquidity de-creation is mainly caused by the large portion of liquid assets, which is required by regulation and capital is not a main factor of liquidity de-creation. Originality/value – There is no known study on the issue of liquidity creation by life insurers. Thus, the extent of liquidity creation by the life insurance industry, if any, is an empirical matter to investigate, but also an important matter to regulators and the academia since the products and business operations (e.g. asset portfolio and asset and liability management) of life insurers are different from those of property and liability insurers.

THE MANIFESTATIONS OF CUSTOMER LOYALTY IN INDIAN LIFE INSURANCE INDUSTRY: AN EMPIRICAL EXAMINATION

2016 ◽  
Vol 12 (02) ◽  
Author(s):  
Medha Srivastava ◽  
Alok Kumar Rai
Keyword(s):  
Customer Loyalty ◽  
Life Insurance ◽  
Recent Literature ◽  
Insurance Industry ◽  
Empirical Examination ◽  
Consumption Decisions ◽  
Life Insurance Industry ◽  
Product Service ◽  
Brand Attributes ◽  
Loyal Customers

The widespread reverence for customer loyalty among marketers and businesses all across the globe is inspired from its manifestations since it’s the consumption decisions of loyal customers that leave a mammoth mark over the revenues and growth of a firm. A throng of behavioural, attitudinal and cognitive manifestations of customer loyalty are available in the literature some of which are widely acknowledged and accepted whereas others call for further inquiry. These manifestations of loyalty among customers are generally pinned down through their actions (Zeithaml et al., 1996; Jones et al., 2000) or their attitude towards the company or a particular product/ service (Javalgi and Moberg, 1997; Butcher et al., 2001). However, recent literature suggests that another outcome of loyalty is customer preferring a particular service provider to others based upon the conscious evaluation of brand attributes (Gremler and Brown, 1996; Butcher et al., 2001). The paper intends to explore and empirically test various manifestations of customer loyalty in the context of life insurance services thereby, extending the existing knowledge of customer loyalty by outlining the distinctive nature of customer loyalty outcomes and offering useful insights to the marketing practitioners in life insurance industry. The study further groups these manifestations into distinct outcome classes and empirically evaluates them by comparing and contrasting each with the other. It also aims to enrich the literature of customer loyalty by developing and validating a scale for measurement of customer loyalty outcomes with special reference to life insurance services.

Validating the Measurement Constructs Affecting the Technology Adoption in Indian Mobile Banking Industry

2016 ◽  
Vol 1 (1) ◽  
Author(s):  
Muragesh Y. Pattanshetti ◽  
Sachin S. Kamble ◽  
Sudheer M. Dhume ◽  
Shradha Gawankar
Keyword(s):  
Technology Adoption ◽  
Perceived Risk ◽  
Service Providers ◽  
Business Environment ◽  
Retail Banking ◽  
Appropriate Technology ◽  
Ease Of Use ◽  
Perceived Usefulness ◽  
Measurement Scale ◽  
Mobile Banking

Mobile phones have undeniably brought a paradigm shift, affecting both the lives of people and the business environment. Today, mobile phone has permeated the lives of billions of people around the world, becoming for many an indispensable device. Moreover, adoption of mobile banking has significant impact on reducing costs and enabling change in retail banking. Factors influencing the intention to use or adopt mobile banking are very important and will play a vital role for mobile banking service providers. The proposed study focuses on a comprehensive set of potential factors that influence the adoption of mobile banking. The research model identifies appropriate factors and captures dependency relationships among these factors in the form of a number of hypotheses to be tested in this research. This paper aims to design a scale with a high degree of reliability, validity, and dimensionality which helps to determine the appropriate technology adoption model based on the identified constructs, viz. Optimism (OPTI), Innovativeness (INNO), Insecurity (INSC), Discomfort (DISC), Perceived Usefulness (PU), Perceived Ease of Use (PEU), Perceived Risk (PR), Subjective Norms (SN), Attitude (ATTI), Behavioural Control (BC) and Behavioural Intention (BI). The data were collected through questionnaire survey from 201 respondents comprising software engineers, bank employees, professors, entrepreneurs. Confirmatory factor analysis was used to test the validity of the proposed measurement scale for all the identified constructs. This instrument helps bankers to determine and design there applications which will contribute to the knowledge of predicting customer intention.

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