Critical Success Factors of Web-Based E-Service: The Case of E-Insurance

Abstract

This study focused on the adoption of Web-based applications in the insurance industry. An in-depth investigation of relevant literature on the technology adoption process and related issues, and the data collected from auto and life insurance companies identified several factors that affect e-insurance performance (in terms of both tangible and intangible benefits). Web site availability, organizational support, customer pressure, degree of business integration, an e-business plan, organization age, and organizational size were identified as critical factors for online performance. This study also revealed that insurance companies perceive more tangible and intangible benefits when they do substantial business through online sales.