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The paper extends our understanding of the insured’s usage attitude toward and satisfaction with life insurers’ app services by integrating the technology acceptance model and innovation diffusion theory. (2015), "The relationship between attitude toward using and customer satisfaction with mobile application services", Journal of Enterprise Information Management, Vol.
In addition, consumers’ perceived usefulness and perceived ease of use positively affected customer satisfaction. https://doi.org/10.1108/JEIM-07-2014-0077 Download as .
Furthermore, the path analysis result demonstrates that usage attitude is the most significant factor for customer satisfaction, and the second-most important factor is the cognition of compatibility’s indirect effect on usage attitude.
Therefore, satisfaction is the customer’s overall judgment of the service provider.
Quality and customer satisfaction have long been recognized as playing a crucial role for success and survival in today's competitive market.
Just like companies of other business domains, life insurance also considers their customers as the most important asset.
However, the most critical issue is whether this customer orientation is reflected in their strategies.
On the basis of their conceptual/empirical studies, researchers derived and proposed different service quality dimensions for various service applications as illustrated in The SERVQUAL scale measures service quality based on difference between expectations and performance perceptions of customers using 22 items and five dimensional structures.
In the SERVPERF scale, service quality is operationalized through performance only scores based on the same 22 items and five dimensional structure of SERVQUAL.
The methodology of mobile commerce as a significant application for both enterprises and customers are becoming crucial, but few studies discuss the usage attitude toward and customer satisfaction with mobile application (app) services in the life insurance industry.
The purpose of this paper is to investigate the effects of attitude toward using life insurers’ mobile app services on customer satisfaction.