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Kundenerwartungen an Versicherungsunternehmen in der digitalen Welt

Eine quantitative Untersuchung

Title: Kundenerwartungen an Versicherungsunternehmen in der digitalen Welt

Master's Thesis , 2025 , 163 Pages , Grade: 1,0

Autor:in: Marius Bannach (Author)

Business economics - Banking, Stock Exchanges, Insurance, Accounting
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Summary Details

Die vorliegende Studie untersucht Kundenerwartungen an Versicherungsunternehmen in der digitalen Welt. Basierend auf einer Online-Umfrage (n = 442) werden Kontaktkanäle entlang der Customer Journey, digitale Services nach dem Kano-Modell sowie die Akzeptanz von Embedded Insurance und Open Insurance analysiert. Die Ergebnisse zeigen, dass digitale Kanäle wie E-Mail, App und Kundenportal stark präferiert werden, während der Postweg weitgehend abgelehnt wird. Persönliche Beratung bleibt bei Schadensfällen relevant. Services wie Postfach und Schadenmeldung gelten als Basisanforderungen, Zusatzservices bieten Begeisterungspotenzial. Die Akzeptanz von Embedded Insurance ist besonders bei Reisen und Mobilität hoch, Open Insurance stößt auf breite Zustimmung. Der Digitalisierungsgrad beeinflusst die Kontaktkanal- und Servicepräferenz stärker als Alter oder Einkommen. Versicherer sollten hybride Kommunikationsmodelle etablieren, digitale Angebote strategisch ausbauen und kundenorientierte Zusatzservices entwickeln. Die Ergebnisse bieten praxisnahe Impulse für die strategische Ausrichtung von Versicherungsunternehmen im digitalen Wandel und weisen auf Optimierungspotenziale für zukünftige Forschungen hin.

Details

Title
Kundenerwartungen an Versicherungsunternehmen in der digitalen Welt
Subtitle
Eine quantitative Untersuchung
College
SRH - Mobile University
Grade
1,0
Author
Marius Bannach (Author)
Publication Year
2025
Pages
163
Catalog Number
V1598050
ISBN (PDF)
9783389144398
ISBN (Book)
9783389144404
Language
German
Tags
Digitale Transformation Versicherungsbranche Kundenerwartungen Customer Journey Digitale Services Embedded Insurance Open Insurance Kontaktkanäle Kano-Model Digitalisierung Servicequalität Nutzerverhalten Digital transformation insurance industry customer Expectations digital services Communication channels Kano model Digitization Digitalization Service quality User behavior
Product Safety
GRIN Publishing GmbH
Quote paper
Marius Bannach (Author), 2025, Kundenerwartungen an Versicherungsunternehmen in der digitalen Welt, Munich, GRIN Verlag, https://www.grin.com/document/1598050
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Excerpt from  163  pages
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