Development of a mobile application for customer data capture: a case of Cooperative Insurance Company Limited
Mobile Technology has a high impact on the way of doing business for many insurance firms in Kenya today. Mobile devices are therefore quickly becoming part and parcel for insurance business; this is because mobile devices allow real time access to important insurance data and information. Mobile technology therefore accelerates the speed of mobilizing insurance customers which in turn improves the value proposition of mobile applications and solutions. Technology is inevitable for insurers and has become a catalyst that the insurance companies need so as to keep abreast with the rising needs to real-time business processes of agents and customers. Despite the wide coverage of mobile phones in Kenya, Insurance firms have not ventured a lot into mobile application as a solution to data capture. This may due to a major challenge which is the definition of the line of business to be made mobile. This is because Insurance processes are complex while mobile solutions are simple and easy to use. There are not so much studies done to evaluate the impact of mobile applications (app) on data capture in insurance business. The main goal of this study is to assess whether the implementation of mobile phone has had any influence on data capture and management as a whole. The total population of study was 80 including CYC senior and middle level management staff and back office staff. The location of study was CIC head office at CIC plaza, Mara Road, Upper Hill. The questionnaire and observation methods were used for data collection. The research findings revealed that the majority of the employees had a positive feedback on the implementation of mobile phone app for data capture. Management staff had the opinion that business has improved with the use of mobile app and the app had a relatively low cost. A greater percentage of the CIC back office staff respondents attested that customer complaints related to missing data in the system has reduced with the use of mobile application. Recommendations for further study by the researcher included: Evaluating the influence of the implementation of mobile app on the level of insurance sales, the influence of the use of mobile app for data capture on customer satisfaction and on cost of data capture. The researcher also recommended the use of other research approaches other than descriptive and explanatory models.
Showing items related by title, author, creator and subject.
Mobile health architecture for health-care information delivery: case study: a breast cancer awareness mobile application (PINK RIBBON) Carolyne Wariara Gakinya (Strathmore University, 2013)Mounting interest in the field of m-Health—the provision of health-related services via mobile communications—can be traced to the evolution of several interrelated trends. In many parts of the world, including the ...
A unified service delivery platform for emerging mobile applications: analysis of its implementation and integration within the mobile network in Kenya Magare, Silas Omundi James (iLabAfrica, 2014)Emerging mobile applications such as Android and J2ME are delivered through application stores while most conventional applications such as Unstructured Supplementary Services Data (USSD) and SIM Tool Kit (STK) are provisioned ...
Owino, Charles Omondi (Strathmore University, 2016)Mobile payment systems as their name suggests, are systems that are used to carry out financial transactions over a mobile telecommunications network. There are two main models of mobile payment systems : The Additive model ...