Title:	TECHNOLOGY READINESS OF INSURANCE SERVICES: A CASE STUDY OF NEPAL
Author(s):	Sushant Subedi, Aayush Dip Giri, Saugat Aadhikari and Sushil Shrestha
ISBN:	978-989-8704-47-4
Editors:	Piet Kommers, Inmaculada Arnedillo Sánchez and Pedro Isaías
Year:	2023
Edition:	Single
Keywords:	E-Governance, E-Readiness, Insurance, Technology Acceptance Model (TAM)
Type:	Full Paper
First Page:	203
Last Page:	209
Language:	English
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Full Contents:	click to dowload
Paper Abstract:	Technology infrastructure plays a crucial role in determining the readiness of E-services in any organization. The rapid evolution of technology and the diversification of customers have made it increasingly important to research the appropriate services and technologies to implement. This research paper examines the technology readiness of insurance companies in Nepal in relation to the growing expectations of customers. Insurance companies are inherently risky businesses for customers to trust. To gain the trust of customers and sustain the insurance business, it is necessary to plan and improve the quality of services. Once customers are willing to accept the services provided by these insurance companies and the right technologies are implemented for different services, it can ensure the technological readiness of insurance companies. The Technology Acceptance Model (TAM) is used to analyze the readiness of customers using current online services provided by insurance companies. A survey-based analysis helped in mapping the technological infrastructure readiness of insurance companies in relation to the services provided to customers. Five different domains of technical infrastructure have been used to analyze the readiness of insurance companies in Nepal, i.e., Infrastructure, DBMS, Applications Assessment Criteria, ICT Management, and Technical Skills. The findings of this research suggest that customers using insurance online services in Nepal trust the technologies and believe that using such services will enhance their daily experiences. However, the technological infrastructure implemented for providing quality service in the future is not sufficient. To be technically ready, it is necessary to constantly access customers' experiences and expectations to increase the capacity and implementation of technological infrastructure. This study can be beneficial to E-Governance practitioners, IT officers of insurance companies, and researchers of E-Governance.
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