info:eu-repo/semantics/bachelorThesis
Impact of digital transformation on the individual job performance of insurance companies in Peru
Fecha
2020Registro en:
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.
Autor
Guzmán Ortiz, Carla Victoria
Navarro Acosta, Nohelia Gabriela
Institución
Resumen
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.