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  3. Investigating the relationship between the use of e-commerce and the expansion of Iran's insurance industry in Gilan branches

Investigating the relationship between the use of e-commerce and the expansion of Iran's insurance industry in Gilan branches

Number of pages: 123 File Format: word File Code: 30807
Year: 2014 University Degree: Master's degree Category: Management
Tags/Keywords: After sales service - Electronic commerce - Electronic insurance - Pre-sale service - sale
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  • Summary of Investigating the relationship between the use of e-commerce and the expansion of Iran's insurance industry in Gilan branches

    Abstract:

    The ever-increasing expansion of information and communication technology on one hand and competitive pressures as well as the changing expectations of customers on the other hand have made the use of information and communication technology more necessary for all industries, organizations and businesses. E-insurance as a part of e-commerce and a wave that is no less than the industrial revolution has unprecedented growth in the world, and insurance and financial institutions in general are among the industries that e-commerce can play a significant role in their growth and development, because the insurance industry is an information-based industry, so it has a suitable field for the extensive use of information technology. The statistical population of the research includes Iranian insurance employees in Gilan branches, the total number of these people was 1500. The statistical sample of this research has been determined by referring to Cochran's formula of 150 Iranian insurance employees in Gilan branches. Moreover, the target sample has been selected in a non-probabilistic manner. Cronbach's alpha was used for the reliability of the questionnaire, and considering that the calculated alpha of all variables was higher than 0.70, so the research questionnaire has adequate reliability. In general, statistical data analysis such as mean, standard deviation, variance, frequency tables and graphs have been evaluated by SPSS19 software. The main purpose of this research is the presence or absence of a significant relationship and the effect of independent and dependent research variables in the form of hypotheses. A regression test was used to confirm or reject each hypothesis. Based on the results obtained, there is a relationship between the use of e-commerce and the improvement of the level of pre-sale, sale and after-sale services.

    Key words: e-commerce, electronic insurance, pre-sale services, sales, after-sales services

    Introduction:

    In today's world, service industries occupy a major part of the markets in many countries of the world. Therefore, the ever-increasing expansion of the number of service jobs, along with the increase in the importance of such industries in the gross national product of different countries, has turned the issue of providing flawless and superior quality services into an issue worthy of great attention. (Shafeie, 2006).

    Service organizations and especially the insurance industry have realized that in order to keep their customers and gain a competitive advantage, one of the important and key issues they should always consider is improving the quality of their services. (Kandamputly & Menguc, 2004).

    With the increase in the level of competition among companies and the replacement of traditional business methods with modern methods, there is a need for a long-term relationship between companies and customers, and the strategic goals of insurance companies have changed in a way that has led to an increase in the use of information technology. When using these information technology applications and internet technologies, insurance companies need to prioritize the evaluation of the level of electronic readiness. Assessing the level of electronic readiness ensures that the implementation of new technology in the organization will be profitable and productive. (Ruikar, Anumba and Carrillo, 2006).

    In this chapter, the statement of the problem, the importance and necessity of research, research objectives, research hypotheses, definitions of variables, thematic domain, spatial domain and temporal domain of the research will be stated.

    1-2) Statement of the problem:

    Insurance industry is one of the most important active sectors in financial services due to its great importance in the growth of the economy and the health of society. (Bromideh and Arabi, 1384, p. 46) insurance as one of the most important and influential economic activities plays a more important role in economic activities day by day; Therefore, continuous improvement in the provision of insurance services, both in terms of improving the quality and quantity of services and in terms of the emergence of new services, is essential. (Haqiqi and Sihoun, 2017, p. 78)

    In recent years, the use of the Internet has increased widely all over the world. So that this technology has entered people's daily life and they use this technology to communicate with each other and spread information. Although European companies have been offering life insurance products online since the late 1990s, they have not been very successful.Two factors hinder the success of this sales channel, which are:

    Internet users' expectations and needs

    Product complexity

    In this field, insurers should still look for a product and process that is more compatible with the limitations of the online process. Websites and products that are offered online should be designed in such a way that they meet the expectations of customers and simplify the sales and issuance process. (Nour Alizdah et al., 2013, p. 8) Considering the spread of electronic commerce at the global and regional level, insurance companies are not only exempt from this, but they require the use of information technology and electronic commerce for the following reasons: In providing the services of insurance companies to policyholders

    Increasing the speed and accuracy of registering the information of policyholders in order to serve them better and faster

    Processing the recorded information to reduce human errors and increase the speed of decision-making

    Increasing the ability of insurance companies to establish relationships with international insurers in order to use the knowledge of the world

    The emergence of new risks that have brought new insurance needs. (Cherai, 2016, pp. 1 and 2)

    Electronic insurance[1] as a part of electronic commerce[2] and a wave that is no less than the industrial revolution is enjoying unprecedented growth in the world, and insurance and financial institutions in general are among the industries that electronic commerce can play a significant role in their growth and development, because the insurance industry is an information-based industry, therefore, it has a suitable basis for the extensive use of information technology. (Tekiya, 2016) Insurance companies need to be equipped with this innovation in their industry in order to stay in the field of competition due to the development and progress of information technology and the presence of new competitors and the strengthening of previous competitors. Today, e-commerce is used as a very important strategy for selling and providing services to customers. The explosive growth of the Internet and the opportunities it has created for the trading of goods and services, along with the creation and development of commercial organizations, has also provided a very favorable ground for the electronicization of insurance processes. In this regard, the insurance industry of our country is also seeking to take steps in order to enter the global competition and gain a competitive advantage. Based on this, the main question of the current research is what effect does the use of e-commerce in the insurance industry have on the expansion of insurance in the country? 1-3) Necessity and importance of the research: Internet and e-commerce as two important wings have not only initiated major changes in businesses but also affected people's daily lives. In a very short period of time, the Internet has been considered as an emerging communication tool, and research has shown that Americans have taken the lead in accepting it and have expressed great interest in using the Internet for online shopping. (Barnoff [3] et al., 1998)

    Electronic insurance provides opportunities to improve the quality of services provided to citizens and they are able to access services and information to issue the desired insurance policy by requesting rates and by declaring claims every minute of the day and night. The establishment of electronic insurances and the use of information technology in the interaction between insurance companies and customers can bring countless benefits such as the ability to provide services at all hours of the day and night, not having to go in person to receive claims, providing fast and reliable services, preventing insurance fraud and increasing the income of the insurance company; Therefore, it seems that the development of electronic insurance is necessary and inevitable. (Karimi, 1383)

    14) The scientific objectives of the research:

    A) The main objective: measuring the relationship between e-commerce and the expansion of e-insurance

    B) Sub-objectives:

    - The relationship between the use of e-commerce in Iran's insurance industry and the service process before the sale of insurance (information, the process of sales preparations, providing advice, etc.)

    The relationship between the use of e-commerce in Iran's insurance industry and the process of insurance sales services Sales, management of insurer data issuance, data issuance)

    The relationship between the application of e-commerce in Iran's insurance industry and the service process after the sale of insurance (communication and consultation after issuance, claim of damage, damage investigation, etc.)

    1-5) Theoretical framework of the research:

    The theoretical framework is the foundation on which the entire research is based.

  • Contents & References of Investigating the relationship between the use of e-commerce and the expansion of Iran's insurance industry in Gilan branches

    List:

    Title:

    Chapter One: Research Overview

    1-1) Introduction: 1

    1-2) Statement of the problem: 2

    1-3) Necessity and importance of the research: 4

    14) Scientific goals of the research: 4

    1-5) Research theoretical framework: 5

    1-6) Research hypotheses: 7

    1-7) Operational definitions: 7

    1-8) Theoretical definitions: 8

    1-9) Research field: 10

    1-9-1- Thematic field: 10

    1- 9-2- Spatial domain: 10

    1- 9-3- Time domain: 10

    Summary of the first chapter: ..10

    Second chapter: Theoretical foundations of the research

    2-1) History of the emergence and formation of e-commerce: 12

    2-2) E-commerce: 15

    2-3) Advantages and disadvantages of the Internet and e-commerce: 15

    2-4) E-commerce as a market: 17

    2-5 ) Different forms of e-commerce: 18

    2-6 ) Revolution and digital economy: 20

    2-7 ) Using e-commerce as a move towards digital economy: 21

    2-8 ) E-commerce models: 23

    2- 8-1- Consumer-consumer model: 24

    2- 8-2- Trade-consumer model: 24

    2- 8-3- Trade-trade model: 25

    2- 8-4- Consumer-trade model: 25

    2-9) Advantages of electronic commerce. 25

    2-10) E-commerce in Iran: 26

    2-11) The impact of e-commerce on insurance: 28

    2-12) Application of e-commerce in the insurance industry: 28

    2-13) Insurance: 29

    2-14) Electronic maturity models: 30

    2-15) Gartner model: 31

    2-16) Gartner e-Government maturity model: 32

    2-17) Electronic insurance: 36

    2-18) History of electronic insurance in the world and Iran: 37

    2-19) How to provide electronic insurance in selected insurance companies and its prerequisites: 40

    2-20) Prerequisites for the implementation of electronic insurance: 42

    2-21) The consequences of the implementation of electronic insurance in the insurance industry: 43

    2-22) Underdevelopment of insurance in Iran: 46

    2-23) Background of the research: 47

    Summary of the second chapter: ..50

    Chapter three: Research implementation method

    3 1) Introduction: 52

    3 2) Research design: 52

    3 3) Research processes: 53

    3 4) Statistical population: 54

    3 5) Statistical sample: 54

    3 6) Sample size: 55

    3 7) Data and information collection methods and tools: 56

    3 8) Research validity: 57

    3 9) Research reliability: 57

    3 10) Information analysis method: 59

    Summary of the third chapter: ..59

    Fourth chapter: data analysis and research findings

    4-1) Introduction: 61

    Chapter five: conclusions and suggestions

    5-1) Introduction: 73

    5-2) Results of descriptive statistics: 73

    5-2-1- Pre-sale service variable: 73

    5-2-2- Sales service variable: 73

    5-2-3- After-sale service variable: 73

    5-2-4- E-commerce variable: 74

    5-3) Hypothesis test results: 74

    5-4) Research limitations: 75

    5-5) Suggestions for future researchers: 75

    List of sources and references:

    Persian sources: 77

    English sources: 81

    Source:

    Persian sources

    1- Azar, Adel and Momeni, Mansour (1379), statistics and its application in management, Smit Publications, fifth edition

    2- Aiti Ghazar, Mohammad (1390), "Investigation of the problems of electronic insurance in Iran". Development, volume 1

    4-Elahi et al.(2013), investigating the effect of electronic readiness on the success of electronic insurance using the structural equations method, Insurance Research Journal, number 2

    5-Arabi, Mohammad (2016), environmental barriers and the appropriate model of electronic commerce in the monthly development and use of communication and information technology, number 2

    6- Emami, Koresh and Arabi, Narjes (Readiness of car insurance customers to establish electronic insurance, Tadbir Magazine, No. 213, November, pp. 66-60)

    7- Amirkhani, Amirhossein and Motaqithabet, Mahmoud (2009), examining the obstacles to the development of electronic insurance in a joint-stock insurance company.

    3- Ebrahimi, Abolqasem (1387), factors affecting customer behavior in the electronic purchase of insurance policies of Parsian Insurance Company, Proceedings of the 15th National Conference and the Second International Conference on Insurance and Development, Volume 1

    4- Elahi et al. Mohammad (2006), environmental obstacles and the appropriate model of e-commerce in the monthly development and use of communication and information technology, number 2

    6- Emami, Koresh and Arabi, Narjes (the readiness of car insurance customers for the establishment of electronic insurance, Tadbir magazine, number 213, Bahman month, pp. 66-60)

    7- Amirkhani, Amir Hossein and Motaghithabet, Mahmoud (2010), the study of barriers to the development of electronic insurance in the company Asia Insurance Shares, Insurance Industry Quarterly, Year 25, Number 1, Novat Bahar, Series 97, pp. 177-157. 8-Bromideh, Ali Akbar and Arabi, Narjes (2004), The Impact of Electronic Commerce on Iranian Insurance Companies, Insurance Industry Quarterly, Number 2. 9-Baqai Ravari (2016), presenting a three-dimensional model of e-commerce challenges in Iran, Knowledge and Development Magazine, Number 19

    10- Bahrami, Amir (2007), Identifying and prioritizing factors influencing the acceptance of electronic insurance services by customers (case study of Asia, Alborz and Dana insurance companies), Central Insurance Research Institute.

    11- Tekieh, Mehdi, Meshkani Farahani, Sara (2016), Electronic Insurance, Asia Quarterly.

    12-Turban, Efrim King, David-Lee, J. and Dennis Wiehland (1387) Electronic commerce, concepts and applications, translated by Abbas Memarnejad, Noor Alam Publishing, pp. 230-231.

    13- Cherai, Jamshid (1386), Applications and effects of electronic commerce in the insurance industry, Proceedings of the 4th National Conference on Electronic Commerce, Tehran, December 3rd and 4th.

    14- Hafez Nia, Mohammad Reza (1383), Introduction to research methods in humanities, print 8th, Smet Publications, Tehran. 15- Hafiz Nia, Mohammad Reza (1384), An Introduction to Research Methodology in Human Sciences, 8th Edition, Smet Publishing, Tehran. 16- Haqiqi, Mohammad and Sihun, Alireza (1387), Presentation of Electronic Maturity Model for Service Delivery Processes in the Country's Insurance Industry and Its Test at Parsian Insurance Company, Insurance Industry Quarterly, Year 23, No. 3 and 4, Fall and Fall Winter, serial number 92 91, p. 78. 17- Khaki, Gholamreza (1383), research method in management, Islamic Azad University Publications, 6th edition. 18- Khaki, Gholamreza (1382), research method with an approach to thesis writing, Tehran, Reflection Publications. 19- Delavar, Ali (1385), theoretical and scientific foundations of research in humanities and Social, Rushd Publications. 20-Rahimi Sefat, Mohammad (2004), Hope for Electronicization, Hope for the Future, Development and Use of Communication and Information Technology Monthly, Number 10. 21-Riahi, Mohammad Ismail (2004), Investigating the relationship between social support and mental health, Scientific-Research Quarterly of Social Welfare, Year 10, Number 39, p. 218. 22-Zolfi, Nasreen(2008), identifying the key success factors in electronic insurance, Allameh University Master's thesis.

    23- Sekaran, Uma(2008), research methods in management, translated by Saebi and Shirazi, 3rd edition, Shahrivar, p.91.

    24- Shahidi, Mehdi(2009), Electronic business and insurance, news from the world of insurance, Insurance Research Center Publications, No. 62

    25-Salehi Sedkiani, Jamshid and Dehghan, Nabi Elah (2004), presentation of the four infrastructure model for the implementation and development of e-commerce in the food industry of Tehran, management culture, 9th issue, summer. Academic Jihad, first edition, Isfahan.

    28- Alikhani, Ali, Bahrami, Amir (1386), investigation and identification of barriers to the implementation of electronic insurance in Iran's insurance industry and providing suitable solutions, Tehran Food Insurance Industry Quarterly, Farhang Manzari magazine, ninth issue, summer shift

    29-Abbasnejad, Atosa (1382): "Specifications of electronic commerce", Tabdir, number 132.

    30-Fanaei, Mohammad (2008), environmental barriers and the appropriate model of e-commerce in Iran, the monthly development and use of communication and information technology, number 2.

    31- Kitabchi, Freever (2009), a review of the current situation and prospects of electronic insurance in the Iranian insurance company. Using the Silver Model, Economic Research Journal.

    33-Kirimi, Ayat (2013) The Role of Information Technology in the Insurance Industry, Asia Specialized Quarterly, No. 30 and 31, pp. 20-15.

    34- Korper, Stefano and Alice, Javantia (2013): "Electronic Commerce", translated by Mehdi Khosropourataei, Dibagran Cultural Institute Publishing House, Tehran.

    35-Moqdasi, Alireza(2013): "Electronic Data Exchange: Concepts and Necessities" Tadbir, No. 151.

    36-Mohdi, Masoud(2013), Designing and explaining a model for analyzing the obstacles of organizational culture of establishing e-commerce in the top industrial organizations of Iran, thesis for obtaining a specialized doctorate in management.

    37-Mamaranjad, Abbas(2017), Business pressures And the work and role of electronic commerce, p. 75.

Investigating the relationship between the use of e-commerce and the expansion of Iran's insurance industry in Gilan branches
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