Customer Experience and Satisfaction in Private Insurance Web Areas

Digital transformation has allowed to offer additional services—which complement the main product—both in terms of use, emotional, and relationship terms. Focusing on a traditionally rational insurance customer offering a value that explores the customer’s emotions, from co-creating with the user, a...

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Autores: Méndez-Aparicio, M Dolores, Jiménez-Zarco, Ana Isabel, izquierdo-yusta, alicia, Blazquez-Resino, Juan Jose
Tipo de recurso: artículo
Fecha de publicación:2020
País:España
Institución:Universitat Oberta de Catalunya (UOC)
Repositorio:O2, repositorio institucional de la UOC
OAI Identifier:oai:openaccess.uoc.edu:10609/149263
Acceso en línea:http://hdl.handle.net/10609/149263
http://doi.org/10.3389/fpsyg.2020.581659
Access Level:acceso abierto
Palabra clave:customer digital experience
customer satisfaction
quality web
customer expectations
private customer web areas
effect WOW
insurance field
co-creation
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spelling Customer Experience and Satisfaction in Private Insurance Web AreasMéndez-Aparicio, M DoloresJiménez-Zarco, Ana Isabelizquierdo-yusta, aliciaBlazquez-Resino, Juan Josecustomer digital experiencecustomer satisfactionquality webcustomer expectationsprivate customer web areaseffect WOWinsurance fieldco-creationDigital transformation has allowed to offer additional services—which complement the main product—both in terms of use, emotional, and relationship terms. Focusing on a traditionally rational insurance customer offering a value that explores the customer’s emotions, from co-creating with the user, allows brand differentiation. Given this idea, this document has three purposes. First is identify the true role of expectations and the perceived quality of the customer’s digital experience. Second is to identify the relationship between customer experience and satisfaction gained in private insurance web areas. Third is to identify the most valued digital attributes by the user. A sample of 4,178 customers registered was analyzed using the partial least-squares technique. The model is highly predictive to customer experience and evidence the important relationship between the WOW effect and satisfaction, as well as the weak but double role that expectations play on insurance digital self-service. The model demonstrates that expectations are only relevant before web consumption, because during the process it is the perceived digital quality, in particular the usefulness, information, and technology, that offers a true customer experience. This article offers high academic value because it more accurately defines the determinants of the digital insurance customer experience and its effect on customer satisfaction in digital services. While expectations influence attitude before service, this research reveals that perceived digital quality is what delivers a true customer experience. Strategically, the implications are immediate in the field of business as it shows the importance of co-creation in digital design, not only because of the significant savings in implementation costs but also because it guarantees a greater experience, essential in the loyalty of its customers. This ensures the sustainable growth of the company.Frontiers202320232020info:eu-repo/semantics/articleapplication/pdfapplication/pdfhttp://hdl.handle.net/10609/149263http://doi.org/10.3389/fpsyg.2020.581659reponame:O2, repositorio institucional de la UOCinstname:Universitat Oberta de Catalunya (UOC)InglésFrontiers in Psychology, 2020, 11(581659)http://doi.org/10.3389/fpsyg.2020.581659CC BYhttps://creativecommons.org/licenses/by/4.0/info:eu-repo/semantics/openAccessoai:openaccess.uoc.edu:10609/1492632026-05-28T12:42:01Z
dc.title.none.fl_str_mv Customer Experience and Satisfaction in Private Insurance Web Areas
title Customer Experience and Satisfaction in Private Insurance Web Areas
spellingShingle Customer Experience and Satisfaction in Private Insurance Web Areas
Méndez-Aparicio, M Dolores
customer digital experience
customer satisfaction
quality web
customer expectations
private customer web areas
effect WOW
insurance field
co-creation
title_short Customer Experience and Satisfaction in Private Insurance Web Areas
title_full Customer Experience and Satisfaction in Private Insurance Web Areas
title_fullStr Customer Experience and Satisfaction in Private Insurance Web Areas
title_full_unstemmed Customer Experience and Satisfaction in Private Insurance Web Areas
title_sort Customer Experience and Satisfaction in Private Insurance Web Areas
dc.creator.none.fl_str_mv Méndez-Aparicio, M Dolores
Jiménez-Zarco, Ana Isabel
izquierdo-yusta, alicia
Blazquez-Resino, Juan Jose
author Méndez-Aparicio, M Dolores
author_facet Méndez-Aparicio, M Dolores
Jiménez-Zarco, Ana Isabel
izquierdo-yusta, alicia
Blazquez-Resino, Juan Jose
author_role author
author2 Jiménez-Zarco, Ana Isabel
izquierdo-yusta, alicia
Blazquez-Resino, Juan Jose
author2_role author
author
author
dc.subject.none.fl_str_mv customer digital experience
customer satisfaction
quality web
customer expectations
private customer web areas
effect WOW
insurance field
co-creation
topic customer digital experience
customer satisfaction
quality web
customer expectations
private customer web areas
effect WOW
insurance field
co-creation
description Digital transformation has allowed to offer additional services—which complement the main product—both in terms of use, emotional, and relationship terms. Focusing on a traditionally rational insurance customer offering a value that explores the customer’s emotions, from co-creating with the user, allows brand differentiation. Given this idea, this document has three purposes. First is identify the true role of expectations and the perceived quality of the customer’s digital experience. Second is to identify the relationship between customer experience and satisfaction gained in private insurance web areas. Third is to identify the most valued digital attributes by the user. A sample of 4,178 customers registered was analyzed using the partial least-squares technique. The model is highly predictive to customer experience and evidence the important relationship between the WOW effect and satisfaction, as well as the weak but double role that expectations play on insurance digital self-service. The model demonstrates that expectations are only relevant before web consumption, because during the process it is the perceived digital quality, in particular the usefulness, information, and technology, that offers a true customer experience. This article offers high academic value because it more accurately defines the determinants of the digital insurance customer experience and its effect on customer satisfaction in digital services. While expectations influence attitude before service, this research reveals that perceived digital quality is what delivers a true customer experience. Strategically, the implications are immediate in the field of business as it shows the importance of co-creation in digital design, not only because of the significant savings in implementation costs but also because it guarantees a greater experience, essential in the loyalty of its customers. This ensures the sustainable growth of the company.
publishDate 2020
dc.date.none.fl_str_mv 2020
2023
2023
dc.type.none.fl_str_mv info:eu-repo/semantics/article
format article
dc.identifier.none.fl_str_mv http://hdl.handle.net/10609/149263
http://doi.org/10.3389/fpsyg.2020.581659
url http://hdl.handle.net/10609/149263
http://doi.org/10.3389/fpsyg.2020.581659
dc.language.none.fl_str_mv Inglés
language_invalid_str_mv Inglés
dc.relation.none.fl_str_mv Frontiers in Psychology, 2020, 11(581659)
http://doi.org/10.3389/fpsyg.2020.581659
dc.rights.none.fl_str_mv CC BY
https://creativecommons.org/licenses/by/4.0/
info:eu-repo/semantics/openAccess
rights_invalid_str_mv CC BY
https://creativecommons.org/licenses/by/4.0/
eu_rights_str_mv openAccess
dc.format.none.fl_str_mv application/pdf
application/pdf
dc.publisher.none.fl_str_mv Frontiers
publisher.none.fl_str_mv Frontiers
dc.source.none.fl_str_mv reponame:O2, repositorio institucional de la UOC
instname:Universitat Oberta de Catalunya (UOC)
instname_str Universitat Oberta de Catalunya (UOC)
reponame_str O2, repositorio institucional de la UOC
collection O2, repositorio institucional de la UOC
repository.name.fl_str_mv
repository.mail.fl_str_mv
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