인터넷보험의 정보시스템 품질이 지각된 유용성과 사용자 만족도를 매개로 기업성과에 미치는 영향

Abstract

Insurance companies are taking strategies to diversify sales channels in order to adapt to the rapidly changing financial environment and proceed with survival and continuous growth at the same time. Non-face-to-face channels can generate sales and corporate performance at low cost, so many companies have introduced them, and many online sales based on the internet are taking place. Through a reasonable and systematic approach to the quality management of the information system provided by Internet insurance, it is necessary to provide better value to consumers and create corporate performance based on competitive advantages compared to competitors. Based on the modified information system success model and the technology acceptance model, this study empirically analyzed the effect of the quality factors of the information system on perceived usefulness, user satisfaction, and corporate performance in Internet insurance services. Also, the mediating effect of perceived usefulness and user satisfaction between information system quality factors and corporate performance was analyzed. Based on previous studies, the quality of the information system was classified into system quality, information quality, and service quality. System quality was defined as convenience, flexibility, and safety, information quality was defined as accuracy, timeliness, and service quality was defined as reliability, assurance, tangibles, empathy and responsiveness. For the study, random extraction was conducted on those in their 30s or older who had experienced Internet insurance. A total of 380 online questionnaires were distributed and 345 copies were used for analysis. Smart PLS 3.0 was used for structural model verification. The results of the study are as follows. First, the hypothesis that system quality has a significant effect on perceived usefulness was adopted, and the hypothesis that it has a significant effect on user satisfaction was partially adopted. Second, the hypothesis that information quality affects perceived usefulness was partially accepted. and the hypothesis that it has a significant effect on user satisfaction was adopted. Third, the hypothesis that service quality has a significant effect on perceived usefulness and user satisfaction was partially adopted. Fourth, the hypothesis that perceived usefulness and user satisfaction affect corporate performance was adopted. Fifth, the perceived usefulness was verified in the path between flexibility, accuracy, reliability, empathy and corporate performance, and user satisfaction in the path between flexibility, accuracy, reliability, assurance, responsiveness and corporate performance was verified. Through this study, it was verified that the influence of perceived usefulness on corporate performance is greater than that of user satisfaction on corporate performance. Therefore, Internet insurance providers need to actively promote the convenience and flexibility of using system, the safety, the accuracy information provided, and the service provided is reliable, connects without waiting time.