Influence of Technological Innovations on Customer Experience in Insurance Firms in Nairobi County

Abstract

The objective of the study was to assess the influence of technological innovations on customer experience in the insurance firms in Nairobi County. The study was anchored on Innovation Diffusion Theory and the Assimilation Theory. A descriptive cross sectional research design was used in this research study. The population of the study consisted of about 4,800,000 with the sample size being 384 of general and life customers of all the insurance companies in Nairobi County. Convenience random sampling was used. Primary data were colleted through a self administered questionnaires . Data were analysed by descriptive and inferential statistics. Multiple regression analysis was used to establish the influence of technological innovations on customer experience. The results indicated that technological effectiveness, efficiency, usability, security and convenience had an influence on customer experience. Correlation results also indicated that technological effectiveness, efficiency, usability, security and convenience was positively related with customer experience. Regression statistics indicated that technological efficiency and convenience had the highest influence while usability and security and effectiveness had the least influence on customer experience. The study concludes that technological efficiency and convenience was an important determinant of customer experience. The insurance firms’ management should make use of these research findings in assessing the how better to come up with innovative approaches and maintain the existing ones in the conduct of their business so as to reach more clients with their products and services. Policy makers should use the findings of this study in coming up with robust policies to enhance the relationship between technological innovations and customer experience so as to enhance insurance service delivery. Future studies can be carried out to determine other factors explaining customer experience in view of the study context and scope.