IDEAS home Printed from https://ideas.repec.org/p/wiw/wus010/292.html
   My bibliography  Save this paper

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

Author

Listed:
  • 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
    as

    Download full text from publisher

    File URL: https://epub.wu.ac.at/292/
    File Function: original version
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Gefen, David, 2000. "E-commerce: the role of familiarity and trust," Omega, Elsevier, vol. 28(6), pages 725-737, December.
    2. Calder, Bobby J & Phillips, Lynn W & Tybout, Alice M, 1981. "Designing Research for Application," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 8(2), pages 197-207, September.
    3. Viswanath Venkatesh & Fred D. Davis, 2000. "A Theoretical Extension of the Technology Acceptance Model: Four Longitudinal Field Studies," Management Science, INFORMS, vol. 46(2), pages 186-204, February.
    4. Peterson, Robert A, 2001. "On the Use of College Students in Social Science Research: Insights from a Second-Order Meta-analysis," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 28(3), pages 450-461, December.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Juan F. Tavera Mesías & Juan C. Sánchez Giraldo & Bernardo Ballesteros Díaz, 2011. "Aceptación del E-Commerce en Colombia: un estudio para la ciudad de Medellín," Revista Facultad de Ciencias Económicas, Universidad Militar Nueva Granada, December.
    2. Kamal Abubker Abrahim Sleiman & Lan Juanli & Hongzhen Lei & Ru Liu & Yuanxin Ouyang & Wenge Rong, 2021. "User Trust levels and Adoption of Mobile Payment Systems in China: An Empirical Analysis," SAGE Open, , vol. 11(4), pages 21582440211, November.
    3. Nasser Hamidi & Tahmineh Torabi Rad & Alireza Jahany, 2012. "Evaluation Of Factors Influencing Tendency Towards E- Banking In Bank Customers," Far East Journal of Marketing and Management, Far East Research Centre, vol. 2(3), pages 25-42, August.
    4. Aljukhadar, Muhammad & Senecal, Sylvain, 2016. "The user multifaceted expertise: Divergent effects of the website versus e-commerce expertise," International Journal of Information Management, Elsevier, vol. 36(3), pages 322-332.
    5. Dan J. Kim & Donald L. Ferrin & H. Raghav Rao, 2009. "Trust and Satisfaction, Two Stepping Stones for Successful E-Commerce Relationships: A Longitudinal Exploration," Information Systems Research, INFORMS, vol. 20(2), pages 237-257, June.
    6. Liu, Chuang-Chun, 2016. "Understanding player behavior in online games: The role of gender," Technological Forecasting and Social Change, Elsevier, vol. 111(C), pages 265-274.
    7. Smith, Rachel & Deitz, George & Royne, Marla B. & Hansen, John D. & Grünhagen, Marko & Witte, Carl, 2013. "Cross-cultural examination of online shopping behavior: A comparison of Norway, Germany, and the United States," Journal of Business Research, Elsevier, vol. 66(3), pages 328-335.
    8. Arif Hasan & S. K. Gupta, 2020. "Exploring Tourists’ Behavioural Intentions Towards Use of Select Mobile Wallets for Digital Payments," Paradigm, , vol. 24(2), pages 177-194, December.
    9. Nripendra P. Rana & Yogesh K. Dwivedi & Banita Lal & Michael D. Williams & Marc Clement, 2017. "Citizens’ adoption of an electronic government system: towards a unified view," Information Systems Frontiers, Springer, vol. 19(3), pages 549-568, June.
    10. D. Harrison McKnight & Vivek Choudhury & Charles Kacmar, 2002. "Developing and Validating Trust Measures for e-Commerce: An Integrative Typology," Information Systems Research, INFORMS, vol. 13(3), pages 334-359, September.
    11. Raphaëlle Butori & Béatrice Parguel, 2010. "When students give biased responses to researchers: An exploration of traditional paper vs. computerized self-administration," Post-Print halshs-00636231, HAL.
    12. Sang Soo Kim, 2020. "Purchase Intention in the Online Open Market: Do Concerns for E-Commerce Really Matter?," Sustainability, MDPI, vol. 12(3), pages 1-21, January.
    13. Ahmad Almagrashi & Abdulwahab Mujalli & Tehmina Khan & Osama Attia, 2023. "Factors determining internal auditors’ behavioral intention to use computer-assisted auditing techniques: an extension of the UTAUT model and an empirical study," Future Business Journal, Springer, vol. 9(1), pages 1-19, December.
    14. Faridi, Amir Ali & Kavoosi-Kalashami, Mohammad & Bilali, Hamid El, 2020. "Attitude components affecting adoption of soil and water conservation measures by paddy farmers in Rasht County, Northern Iran," Land Use Policy, Elsevier, vol. 99(C).
    15. Shirazi, Farid & Hajli, Nick & Sims, Julian & Lemke, Fred, 2022. "The role of social factors in purchase journey in the social commerce era," Technological Forecasting and Social Change, Elsevier, vol. 183(C).
    16. Cansu TÜRKER & Abdullah OKUMUŞ, 2019. "Mobil Ödeme Kullanımına Yönelik Niyet ve Algıların SosyoDemografik Özelliklere Göre Farklılıklarının İncelenmesi," Istanbul Management Journal, Istanbul University Business School, vol. 0(87), pages 111-139, December.
    17. Wajeeha Aslam & Annas Hussain & Kashif Farhat & Imtiaz Arif, 2020. "Underlying Factors Influencing Consumers’ Trust and Loyalty in E-commerce," Business Perspectives and Research, , vol. 8(2), pages 186-204, July.
    18. Chatterjee, Sheshadri & Chaudhuri, Ranjan & Vrontis, Demetris & Thrassou, Alkis & Ghosh, Soumya Kanti, 2021. "Adoption of artificial intelligence-integrated CRM systems in agile organizations in India," Technological Forecasting and Social Change, Elsevier, vol. 168(C).
    19. Waseem Ahmad Khan & Zain Ul Abideen, 2023. "Effects of behavioural intention on usage behaviour of digital wallet: the mediating role of perceived risk and moderating role of perceived service quality and perceived trust," Future Business Journal, Springer, vol. 9(1), pages 1-15, December.
    20. Peterson, Robert A. & Merunka, Dwight R., 2014. "Convenience samples of college students and research reproducibility," Journal of Business Research, Elsevier, vol. 67(5), pages 1035-1041.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:wiw:wus010:292. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: WU Library (email available below). General contact details of provider: https://research.wu.ac.at/ .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.