E-service Technologies and Operational Performance of Insurance Companies Operating in Nairobi City County, Kenya

Abstract

The role of e-service technologies in improving operational performance (OP) is gaining prominence in the insurance industry, particularly in Nairobi City County, Kenya. This study examines the impact of technologies such as automated systems, online portals, and mobile applications on the OP of insurance firms in the region. Grounded in the Technology Acceptance Model (TAM), Resource-Based View (RBV), and Diffusion of Innovations Theory (TDI), the research investigated how these technologies influence OP. Data collected through questionnaires and analyzed using descriptive and inferential statistics indicated that automated systems have a significant positive effect on OP (β = 0.462, p = 0.025). In contrast, online portals (β = 0.301, p = 0.111), and mobile applications (β = 0.008, p = 0.962) showed minimal or no significant impact. The study emphasized the importance of prioritizing automated systems, improving online portals, reevaluating mobile app strategies, and enhancing ICT training to strengthen operational performance in the insurance sector.