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Repositorio Institucional Continental


Please use this identifier to cite or link to this item: https://hdl.handle.net/20.500.12394/8410
Title: Impact of digital transformation on the individual job performance of insurance companies in Peru
Authors: Guzmán Ortiz, Carla Victoria
Navarro Acosta, Nohelia Gabriela
Adviser: Flórez García, Wilmer
Keywords: Digitalización
Trabajo
Publisher: Universidad Continental
Issue Date: 2020
Date available: 26-Jan-2021
Bibliographic citation: Guzmán, C. y Navarro, N. (2020). Impact of digital transformation on the individual job performance of insurance companies in Peru. Tesis para optar el título profesional de Licenciada en Administración, Escuela Académico Profesional de Administración, Universidad Continental, Huancayo, Perú.
DOI: https://doi.org/10.5267/j.ijdns.2020.9.005
Abstract: The objective of this study was to analyze and determine the impact of digital transformation on the individual job performance of insurance companies in Peru. The deductive inferential scien- tific method of explanatory level was used, with a non-experimental design, to four insurance companies that operate in the regions of Arequipa, Cusco, Iquitos, Lima, Tacna and Trujillo. The results generated by structural equations show that customer service experience (CSE), based on digital transformation, had a positive impact on task performance (p <0.05) and contextual per- formance (p <0.05); in contrast, the customer service experience (CSE), based on digital transfor- mation, was found to have no impact on counterproductive behavior (p> 0.05). In relation to the collaborator's capabilities (CC) based on digital transformation, the results reveal that it had a significant influence on task performance (p <0.05) and contextual performance (p <0.05), while it did not have any impact on counterproductive behavior (p> 0.05). Likewise, processes based on digital transformation (P) significantly influence task performance (p <0.05) and contextual per- formance (p <0.05), unlike counterproductive behavior that did not present a causal link with the processes (p> 0.05). Finally, the business model based on digital transformation (BM) had no implications for task performance (p> 0.05), contextual performance (p> 0.05) and counterpro- ductive behaviors (p> 0.05). The conclusion of the study indicates that the customer service ex- perience, the collaborator's capabilities and processes based on digital transformation contribute to the performance and contextual performance of the workers of the insurance companies in Peru.
metadata.dc.format.extent: p. [337]-346
Access: Acceso abierto
Source: Universidad Continental
Repositorio Institucional - Continental
Appears in Collections:Artículos Científicos

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