The Impact of Electronic Management on Customer Experience in Vehicle Insurance Companies within the Riyadh Region

Abstract

Electronic management and electronic provision of insurance services are considered among the challenges facing the insurance sector in the Kingdom of Saudi Arabia to keep pace with the Kingdom’s Vision 2030. Therefore, the reality of this transformation and the factors affecting it were studied by surveying the opinions of insurance policyholders about the quality of electronic services provided by insurance companies and their impact on the extent of their benefit. Regression analysis, effect estimation using structural models, and analysis of variance were used to test the study hypotheses. The results showed that electronic transformation in the provision of insurance services by Saudi insurance companies still requires significant development in terms of comprehensiveness and diversity of services, and that the success of this is linked to the quality of electronic service from an insurance point of view. The most important recommendations were the need for Saudi insurance companies to pay attention to spreading the culture of electronic transformation among their subordinates, expanding the scope of electronic services, and raising their quality in accordance with the priorities revealed by the study, especially with regard to ensuring that the content of the website is up-to-date and comprehensive, and that the use of the website is safe and reliable for the customer. Adequate technical support must be provided to serve customers who benefit from the insurance company’s electronic services.