RT info:eu-repo/semantics/article
T1 Consumer expectations of online services in the insurance industry: an exploratory study of drivers and outcomes
A1 Méndez Aparicio, Mª Dolores
A1 Izquierdo Yusta, Alicia
A1 Jiménez Zarco, Ana Isabel
K1 expectations
K1 reputation
K1 perceived usefulness
K1 subjective norm
K1 prior recommendation
K1 Comercio
K1 Commerce
AB Today, the customer-brand relationship is fundamental to a company’s bottom line, especially in the service sector and with services offered via online channels. In order to maximize its effects, organizations need (1) to know which factors influence the formation of an individual’s service expectations in an online environment; and (2) to establish the influence of these expectations on customers’ likelihood of recommending a service before they have even used it. In accordance with the TAM model (Davis, 1989; Davis et al., 1992), the TRA model (Fishbein and Ajzen, 1975), the extended UTAUT model (Venkatesh et al., 2012), and the approach described by Alloza (2011), this work proposes a theoretical model of the antecedents and consequences of consumer expectations of online services. In order to validate the proposed theoretical model, a sample of individual insurance company customers was analyzed. The results showed, first, the importance of customers’ expectations with regard to the intention to recommend the “private area” of the company’s website to other customers prior to using it themselves. They also revealed the importance to expectations of the antecedents perceived usefulness, ease of use, frequency of use, reputation, and subjective norm.
PB Frontiers Media
SN 1664-1078
YR 2017
FD 2017-07
LK http://hdl.handle.net/10259/4723
UL http://hdl.handle.net/10259/4723
LA eng
NO Spanish Ministry of Economyand Competitiveness under Research Project ECO2014-59688-R, “National Program for Research, Develop, and InnovationOriented toward Societal Challenges,” within the context ofthe 2013–2016 National Scientific and Technical Research andInnovation Plan.
DS Repositorio Institucional de la Universidad de Burgos
RD 24-dic-2024