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Versicherungswebsites aus Kundensicht. Gibt es einen Einfluß auf Zufriedenheit und Kaufabsicht?

Author

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  • Mahofsky, Katharina

Abstract

In Zeiten stetigen Wachstums des E-Commerce nimmt die Website eines Unternehmens eine immer wichtigere Stellung für seine Kunden ein. Sie ist nicht bloß eine Seite zum Ansehen, die Website ist viel mehr eine Dienstleistung für den Kunden. Besonders Versicherer müssen das WWW künftig für ihr Dienstleistungs- und Abwicklungsgeschäft nutzen, denn dieses stellt für den Versicherungsnehmer ein wichtiges Qualitätsmerkmal dar. Obwohl viele Studien die Auswirkungen der Qualitätsdimensionen von Dienstleistungen im Internet diskutiert haben, beschränken sich diese empirischen Untersuchungen auf Dienstleistungen im Allgemeinen. In der Literatur fehlt eine differenzierte Betrachtung des Themas in Bezug auf Versicherung. Um diese Lücke zu schließen, untersucht vorliegende Arbeit den Zusammenhang zwischen den Qualitätsdimensionen der Websites von Versicherern und deren Auswirkungen auf die allgemein wahrgenommene Qualität des Versicherers, die Kundenzufriedenheit und die zukünftige Kaufabsicht. Es wurden 117 Studenten der WU Wien befragt und die erhobenen Daten mittels multivariater Verfahren analysiert. Es stellte sich heraus, dass die Qualität der Websites von Versicherern (vor allem der Faktor Sicherheit), sehr wohl einen signifikanten Einfluss auf die Zufriedenheit und die Kaufabsicht hat. (Autorenref.)

Suggested Citation

  • Mahofsky, Katharina, 2006. "Versicherungswebsites aus Kundensicht. Gibt es einen Einfluß auf Zufriedenheit und Kaufabsicht?," Arbeitspapiere zum Tätigkeitsfeld Risikomanagement und Versicherung 15, WU Vienna University of Economics and Business.
    • Handle: RePEc:wiw:wus010:292
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    References listed on IDEAS

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