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Impact of Digital Transformation in Insurance Services on Customer Satisfaction A Case Study of Uttarakhand

Year: 2025

Type: article

Abstract: The digital transformation in India serves as a crucial catalyst for development, revolutionizing industries globally. The COVID-19 pandemic has accelerated this shift, driving the insurance sector toward unprecedented digitalization. This research sheds light on digital transformation's potential to enhance customer satisfaction, providing practical insights for industry stakeholders. A survey questionnaire was administered to 200 customers, and Partial Least Squares Structural Equation Modeling (PLS-SEM) methodology was utilized to examine structural relationships between latent constructs. The study's results provide a nuanced understanding of digital transformation's role in shaping customer experiences, contributing to the growing body of knowledge on digital transformation in insurance. The study's findings have significant implications for insurance providers, emphasizing the importance of investing in digital infrastructure.

Source: Trends in Finance and Economics

DOI: 10.46632/tfe/3/2/7

Language: English

Topic: Customer Service Quality and Loyalty

Subfield: Organizational Behavior and Human Resource Management

Field: Business, Management and Accounting

Domain: Social Sciences

SDGs: Industry, innovation and infrastructure, Decent work and economic growth

Open Access status: bronze

OpenAlex ID: W4415657228

FWCI:

Cites: 19

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