Determinants of Success for Online Insurance Web Sites: The Contributions from System Characteristics, Product Complexity, and Trust

Wang, Wei Tsong; Lu, Chia Cheng

doi:10.1080/10919392.2014.866501

Cited by 13 publications

(13 citation statements)

References 117 publications

(202 reference statements)

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“…In this case, a correlation of 0.56 was declared. Also, in several contexts of the use of IT, studies support that the level of global user satisfaction is predicted by both information quality (Poelmans et al, 2013;Floropoulos et al, 2010;Chen et al, 2013;Sørum et al, 2012) and system quality (Petter and Fruhling, 2011;Park et al, 2011;Ramayah et al, 2012;Wang and Lu, 2014;Urbach et al, 2010).…”

Section: Literature Reviewmentioning

confidence: 99%

Student information system satisfaction in higher education: the role of visual aesthetics

Ramírez-Correa

Cataluña

Arenas-Gaitán

2018

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Purpose The purpose of this study is to explore the role of visual aesthetics as a key in generating satisfaction in student information system (SIS) users and to discover relationships to other antecedents. This work has also studied how gender discriminates those relationships. Design/methodology/approach DeLone and McLean’s model of information systems success, visual aesthetic and gender socialisation theory are used as a theoretical framework for the study. An explanatory model was proposed based on the previous literature, and then this model was validated using a sample of undergraduate students. Partial Least Squares was chosen as the approach to conduct the statistical analysis. Findings First, the findings show that the variance explained by the proposed model in user satisfaction of SIS is 67 per cent. Second, visual aesthetics has a significant direct effect on user satisfaction of SIS, but the indirect effect is much higher, through its relationship to system quality and information quality. Third, the results indicate that there are significant differences between men and women in the direct relationship between visual aesthetics and user satisfaction of SIS, and this relationship being much more intense in the case of women. Originality/value The study highlights the role of visual aesthetics as a variable that explains user satisfaction in information systems; this fact emphasises on the importance of taking into account aesthetics when designing information systems. In addition, the findings support the existence of a novel relationship between visual aesthetics and information quality. Finally, new evidence on gender differences concerning user satisfaction in information systems is presented; this result indicates in the opposite direction to recent studies that imply a certain homogenisation of gender in relation to the perceptions associated with the technologies of the information.

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Section: Literature Reviewmentioning

confidence: 99%

Student information system satisfaction in higher education: the role of visual aesthetics

Ramírez-Correa

Cataluña

Arenas-Gaitán

2018

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“…In the literature, satisfaction is a very important element for a successful long-term relationship with e-commerce adoption/success [9]. Research highlighted that satisfaction rather than system use was adopted as an appropriate measure of e-commerce success [15]. Any unsatisfactory performance regarding this criterion could not be compensated for by better performance concerning one or more other criteria [16].…”

Section: Using Business Satisfaction For Evaluating E-commerce Successmentioning

confidence: 99%

Developing the EBS Management Model to Assist SMEs to Evaluate E-Commerce Success

Wu¹,

Gide²,

Jewell³

2018

Management of Information Systems

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In the literature, a lack of strong consensus or well-known theoretical research framework exists to defining and evaluating e-commerce success among small to medium enterprises (SMEs). Exploring more effective methods to describe and evaluate e-commerce success becomes a challenging task. This research seeks to help fill the gap by proposing a new model to evaluate e-commerce success from a business perspective. This measure has been termed e-commerce business satisfaction (EBS). A total of 2401 surveys were successfully sent to SMEs. The usable response rate for the surveys was 7.54%. Principal component analysis with varimax rotation method was then adopted within the factor analysis. Using the 15 critical success factors (CSFs) obtained from previous research as a foundation, an EBS management model was finally simply developed to assist SMEs business managers in effectively adopting e-commerce systems or evaluating e-commerce success, which was categorised into five components including Marketing, Management Support and Customer Acceptance, Website Effectiveness and Cost, Managing Change and Knowledge and Skills. Further research is needed to determine the weighting of each CSF so that a yardstick measurement method might be further developed to assist SMEs in adopting e-commerce successfully.

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“…It has thus been argued (e.g. Wang and Lu, 2014) that growth in e-commerce and more diverse offerings increases complexity and uncertainty in the online consumer decision process.…”

Section: Introductionmentioning

confidence: 99%

“…Whether personal or through an online application, the time when nothing unexpected or harmful occurs in the life of a policyholder entails no more than infrequent, or perhaps even non-existing, direct contact with the insurer. At such moments of truth in the relationship, the complexity inherent in the nature of the insurance product amplifies the importance of trust (Lim et al, 2009;Wang and Lu, 2014), and the need to reduce the customer's perceived risk and fear of opportunistic behaviour (Wang and Lu, 2014). It is in the claims process that the customer is expecting to receive financial support enabling can restore the insured to recover the situation prior to an incident (Rejda, 2003).…”

Section: Introductionmentioning

confidence: 99%

“…Trust is a principal antecedent for partaking in e-commerce (Gefen, 2000). Compared with any other consumer-related industry, trust is considered to be of even greater importance in an insurance setting reflecting interaction infrequency, service complexity and the large sums of money that may be at stake (Hocking et al, 2014;Lim et al, 2009;Wang and Lu, 2014). Given that we want to understand the implications of offering highly complex products through online applications, we also need to incorporate product knowledge together with TAM and trust; antecedents indicated as being important factors affecting adoption and use (cf.…”

Section: Introductionmentioning

confidence: 99%

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Online insurance claims: when more than trust matters

Gebert-Persson

Gidhagen

Sallis

et al. 2019

IJBM

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Purpose The purpose of this paper is to develop and test a theoretical framework explaining the adoption of online insurance claims characterised by infrequent interactions, inherent complexity and risk. It extends the technology acceptance model to include knowledge-related and trust-related beliefs. Design/methodology/approach The framework is tested with structural equation modelling using data from a survey of 292 customers who made online insurance claims. Findings are further explained through 30 telephone interviews conducted with online and offline claimants. Findings Previous research in financial services has shown trust to be equally or more important than perceived usefulness and perceived ease of use in forming attitudes towards adopting online insurance applications. The findings of this paper contradict this by showing, at best, a weak relationship between trusting attitude and intention to use the online service. Trust is somewhat meaningful; however, perceived ease of use, perceived usefulness and technology attitude are substantially more important in an online insurance claims setting. Research limitations/implications Contradictory results always beg further research to assure their robustness. Nevertheless, they can also point to a developing trend where trust in the internet channel, per se, is of diminishing importance. Internet and product knowledge are not as pertinent to forming intentions as usefulness and ease of use. Practical implications To encourage customers to adopt online applications for a trusted company, all emphasis should be on user friendliness and perceived usefulness of the online interface. Originality/value Compared to other channels, consumers are no longer naïve or distrustful of the online channel for interacting with a firm. If they perceive usefulness and ease of use, they will adopt the offered service.

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Determinants of Success for Online Insurance Web Sites: The Contributions from System Characteristics, Product Complexity, and Trust

Cited by 13 publications

References 117 publications

Student information system satisfaction in higher education: the role of visual aesthetics

Student information system satisfaction in higher education: the role of visual aesthetics

Developing the EBS Management Model to Assist SMEs to Evaluate E-Commerce Success

Online insurance claims: when more than trust matters

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