أثر التحول الرقمي على جودة خدمات التأمين

Abstract

Digital transformation has emerged as a driving force in the financial sector, with insurance companies constituting a foundational pillar due to their pivotal role in fostering economic stability and enhancing financial service efficiency. Technological advancements have fundamentally reshaped traditional organizational models, expanded institutional capacities, and cultivated an ecosystem conducive to innovation and entrepreneurship, while increasingly prioritizing service quality and customer-centricity.

This study aims to assess the impact of technology on the quality of insurance services, with a specific focus on the National Insurance Company (SAA) – Constantine Agency. To this end, the research presents a comprehensive theoretical framework of digital transformation within the Algerian insurance context, followed by an empirical analysis of the selected case study.

Methodologically, the study adopts a descriptive-analytical approach, employing a case study design alongside semi-structured interviews as primary data collection instruments. The empirical findings reveal that digital transformation has substantially enhanced the quality of insurance services at the agency under investigation. Notably, it has streamlined procedural workflows, expedited processing times, improved transactional accuracy, and facilitated broader access to services through digital platforms and mobile applications. Consequently, these improvements have led to heightened customer satisfaction levels and a significant reduction in operational expenditures.