Critical success factors for e-service: An exploratory study of Web-based insurance business

Implementation of new technology in organizations is a never-ending process that attempts to secure the best available tools to accomplish organization goals. Implementation of new technology is considered as a process that needs not only technological adjustments, but also organizational transformation to support the changes made to technical systems. Previous studies on technology adoption and implementation discuss the technology adoption process and the multiple factors and issues that are important for successful technology adoption.; 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 insurance companies identified many factors that affect whether or not insurance companies decide to adopt Internet technology. Relevant factors include infrastructure flexibility, website availability, the degree of integration across departments, and company age. Other results of this study are related to online performance (in terms of both tangible and intangible benefits). Website availability, organizational support, customer pressure, degree of business integration, an operational an e-business plan, and organizational size were identified as critical factors for online performance.; A Delphi study and industry survey were used as research methodology. Data collected in both stages were analyzed using different statistical tests that allowed drawing important conclusions for this study: First, insurance companies are trying to follow up with the general trend of many industries and sectors on web-based Internet application to better serve their customers, and to conduct business efficiently. Second, the decision on whether or not to adopt Internet-based applications is affected by a number of factors, which are related to the infrastructure that organizations have built, and organizational factors. Third, the success of web-based activity is related to different critical success factors found in the three main environments: technological, organizational and external. This study indicates that web-based activity factors are very important in financial and non-financial performance as well; therefore it should be integrated with the rest of the organization.