Abstract
Online self-service applications are becoming increasingly available across different consumer-facing industries. While online channels offer potential benefits including cost savings, efficiency and convenience, their usage remains limited among older adults, as well as in service domains where complex decision making may be required to carry out transactions. In this study, a total of 120 adults 50 years of age and older participated in a set of research groups to explore attitudes toward, experiences with, and expectations regarding online self-service applications for automobile insurance. Study participants’ responses to a questionnaire, a use case walkthrough task, and group discussions indicated that phone/calling was the dominant channel for interacting with their automobile insurance company. People were mixed on their acceptance of online channels for insurance inquiries and transactions. Many believed that while online channels would offer convenience and speed, there were concerns about their use including tasks being complicated and the possibilities for making mistakes with great consequences. Results also suggested that prior experiences with or exposure to existing online channels, as well as general trust in technology, had a positive impact on future likelihood of using online channels for insurance. This further confirms the link between past experiences and future adoption intentions that was demonstrated by prior research in different technology domains, and suggests that providing and building experience may be key to increasing adoption and engagement. Implications regarding the interplay between technology-enabled online tools and human support are also discussed.
This is a preview of subscription content, log in via an institution to check access.
Access this chapter
Tax calculation will be finalised at checkout
Purchases are for personal use only
References
Meuter, M.L., Ostrom, A.L., Roundtree, R.I., Bitner, M.J.: Self-service technologies: Understanding customer satisfaction with technology-based service encounters. J. Mark. 64(3), 50–64 (2000)
Venkatesh, V., Morris, M.G., Davis, G.B., Davis, F.D.: User acceptance of information technology: toward a unified view. MIS Q. 27(3), 425–478 (2003)
Featherman, M.S., Miyazaki, A.D., Sprott, D.E.: Reducing online privacy risk to facilitate e-service adoption: the influence of perceived ease of use and corporate credibility. J. Serv. Mark. 24(3), 219–229 (2010)
Lee, C.: User-centered system design in an aging society: An integrated study on technology adoption. Doctoral thesis, Massachusetts Institute of Technology, Cambridge, MA (2014)
Johnson, D.S., Bardhi, F., Dunn, D.T.: Understanding how technology paradoxes affect customer satisfaction with self-service technology: the role of performance ambiguity and trust in technology. Psychol. Mark. 25(5), 416–443 (2008)
Meuter, M.L., Bitner, M.J., Ostrom, A.L., Brown, S.W.: Choosing among alternative service delivery modes: An investigation of customer trial of self-service technologies. J. Mark. 69, 61–83 (2005)
Yen, H.R.: An attribute-based model of quality satisfaction for internet self-service technology. Serv. Ind. J. 25, 641–656 (2005)
Choudhury, V., Karahanna, E.: The relative advantage of electronic channels: A multidimensional view. MIS Q. 32(1), 179–200 (2008)
Hoehle, H., Huff, S., Goode, S.: The role of continuous trust in information systems continuance. J. Comput. Inf. Syst. 52(4), 1–9 (2010)
Shamdasani, P., Mukherjee, A., Malhotra, N.: Antecedents and consequences of service quality in consumer evaluation of self-service internet technologies. Serv. Ind. J. 28(1), 117–138 (2008)
Cerino, L., FakhrHosseini, S., Lee, C., Lee, S.-H., Son, H., Coughlin, J.: Towards a more connected home: user attitudes and perceptions after an integrated home technology exposure. Proc. Hum. Fact. Ergon. Soc. Ann. Meet. 66(1), 1917–1921 (2022)
Lee, C., Seppelt, B., Reimer, B., Mehler, B., Coughlin, J.F.: Acceptance of vehicle automation: effects of demographic traits, technology experience and media exposure. Proc. Hum. Fact. Ergon. Soc. Ann. Meet. 63(1), 2066–2070 (2019)
MIT AgeLab: AI and Longevity – Consumer and Expert Attitudes toward the Adoption and Use of Artificial Intelligence, https://agelab.mit.edu/static/uploads/mit-agelab-ai-longevity_wp-04-21-1357_ada.pdf (2021). Accessed 6 Jan 2023
Acknowledgements
The authors gratefully acknowledge the support of The Hartford Financial Services Group, Inc. For this research.
Author information
Authors and Affiliations
Corresponding author
Editor information
Editors and Affiliations
Rights and permissions
Copyright information
© 2023 The Author(s), under exclusive license to Springer Nature Switzerland AG
About this paper
Cite this paper
Lee, C., D’Ambrosio, L., Coughlin, J.F. (2023). Older Adults’ Perceptions and Use of Digital Engagement Channels: In the Case of Automobile Insurance Services. In: Gao, Q., Zhou, J. (eds) Human Aspects of IT for the Aged Population. HCII 2023. Lecture Notes in Computer Science, vol 14042. Springer, Cham. https://doi.org/10.1007/978-3-031-34866-2_6
Download citation
DOI: https://doi.org/10.1007/978-3-031-34866-2_6
Published:
Publisher Name: Springer, Cham
Print ISBN: 978-3-031-34865-5
Online ISBN: 978-3-031-34866-2
eBook Packages: Computer ScienceComputer Science (R0)