Impact Of Information And Communication Technology (ICT) On The Growth Of Non-Life Sector Of The Nigerian Insurance Industry

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Impact Of Information And Communication Technology (ICT) On The Growth Of Non-Life Sector Of The Nigerian Insurance Industry


Abstract


This study was carried out on the impact of information and communication technology (ICT) on the growth of non-life sector of the Nigerian insurance industry. It identifies the imperatives for adoption of ICT to promoting efficient and efficient service delivery in the insurance industry as a strategy for attainment of the profit maximisation objectives of insurance companies in Nigeria.

The study is an empirical design which utilises responses of structured questionnaire of 152 respondents from 18 insurance companies to explore the impact of ICT adoption on quality of service delivery and growth of insurance companies in Nigeria. The study concludes that there is a positive relationship between ICT adoption and insurance companies’ growth in Nigeria.

This implies that adoption of ICT by insurance companies can enhance their efficiency, their quality of service delivery, and their growth. The implication of the findings for practice is that insurance companies should endeavour to update their ICT facilities regularly, in view of its impacts on quality of service delivery and growth. The paper also highlights the need for regular training of insurance personnel to keep them abreast of the current innovations in the use of ICT to ensure that the industry contribute positively to the economy.


Table Of Contents


Preliminary Page(s)

  • Title page
  • Certification page
  • Dedication
  • Acknowledgement
  • Abstract
  • Table of content

Chapter One:

Introduction

  • 1.1 Background of the study
  • 1.2 Statement of the problem
  • 1.3 Objective of the study
  • 1.4 Research questions
  • 1.5 Hypothesis of the study
  • 1.6 Significance of the study
  • 1.7 Scope of the study
  • 1.8 Organization of the study

Chapter Two:

Literature Review

  • 2.1 Conceptual review
  • 2.2 Theoretical review
  • 2.3 Empirical review

Chapter Three:

Research Methodology

  • 3.1 Research design
  • 3.2 Sources of data
  • 3.3 Population of the study
  • 3.4 Sampling of the study
  • 3.5 Instrumentation
  • 3.6 Reliability
  • 3.7 Validity
  • 3.8 Method of Data Collection
  • 3.9 Method of data analysis

Chapter Four:

Results And Discussions

  • 4.1 Results
  • 4.2 Hypothesis Testing
  • 4.3 Discussion

Chapter Five:

Conclusion And Recommendations

  • 5.1 Conclusion
  • 5.2 Implication of findings
  • 5.3 Recommendations
  • References
  • Appendix
  • Questionnaire

Chapter One


Introduction

1.1 Background Of The Study

From time immemorial, information has always played a prominent role in human life but the emergence of social progress and the vigorous development in science and technology has immeasurably increased the role of information in every facet of human endeavour. The rapid expansion of a mass of diversified information has born the term “information explosion” and gave rise to a scientific approach in information and elucidation of its most characteristic properties which has led to principal changes in interpretation of the concept of information. It was broadened to include information exchange not only among men but also among machines as well as the exchange of signals in the animal and plant worlds. The pace of change brought by new technologies has had a significant effect on the way people live, work, and play globally(Agbolade, 2011).

Today’s business environment is very dynamic and experiences rapid changes as a result of creativity, innovation, technological changes, increased awareness and demands from customers. Business organizations, especially the insurance industry of the 21st century operates in a complex and competitive environment characterized by these changing conditions and highly unpredictable economic climate with Information and Communication Technology (ICT) being at the centre of this global change curve(Adesina and Ayo, 2010).

Business organisations especially the insurance sector are operating in an environment characterised by a complex and competitive climate. In most developed countries, technology is a central element to deal with challenges in modern insurance operation, such as lowering costs and enabling efficiency improvements. Certainly, most insurance companies worldwide are growing primarily by utilising ICT to provide efficient insurance services to their customers (Elgahwash and Freeman, 2011).

The use of ICT in the insurance industry is relevant and beneficial considering the significant role of insurance in the economy. Amongst other, insurance promotes business activity by providing financial intermediary services necessary to induce economic growth (Ward and Zurbruegg, 2000; Liedtke, 2007; Apampa, 2010). ICT initiated a radical change in the latest style of insurance business in a way that is threatening the traditional form of insurance (Twati and Gammack, 2006). Technological advances are the most important variables which have contributed to the radical shift in the patterns of the insurance business in the era of globalisation; technology has focused the keen interest of insurance to intensify attempts to take advantage of the latest information technologies, communications and computers, and to adapt efficiently in order to invent insurance services and the development of novel methods of submission (Abubakar and Tasmin, 2012).

Microsoft Encarta (2009) defined information and communication technology as the processing of data via computer: the use of technologies from computing, electronics, and telecommunications to process and distribute information in digital and other forms. Information technology combines the technology of computers and communications to provide information processing services throughout the office or around the world.

Information and communications technologies (ICTs) have changed the approaches to conducting business transactions and meeting the growing demands of customers for most organizations. The promise of ICTs in the insurance sector has been seen in terms of its potential to increase customer base, reduce transaction costs, improve the quality and timeliness of response, enhance opportunities for advertising and branding, facilitate self- service and service customization, and improve customer communication and relationship (Adesina and Ayo, 2010). Most insurance firms in developed and some in developing parts of the world are now offering e-insurance services with various levels of sophistication. However, most Nigerian insurance firms seem to be content with having a Web presence with only a few of them making strides towards full-fledged e-insurance applications. Therefore, this study shall assess the Impact of Information and Communication Technology (ICT) on the growth of Non-life Sector of the Nigerian Insurance Industry.


1.2 Statement Of The Problem

Contemporary business practices and environment are heavily influenced by information and communication technological changes today. In order words, ICT is currently perceived as the engine of innovations and growth for modern business practices with insurance as no exception to this disposition. It is surprising however, to note that despite the enormous benefits derived from ICT in the field of business, trade, industry and commerce, in Nigeria it is widely speculated by social commentators and stakeholders that most insurance operators hardly embrace and fully explore the immeasurable advantages of ICT in their businesses.

The present system of business transaction in most insurance organizations in Nigeria is slow as a result of the manual transaction which is not efficient and effective as customers are asked to wait indefinitely on queue or come back another day because of the slow manual process or sometimes, network failure in transactions process. Despite advances in computer systems and the acceptance of such technologies by organizations in the advanced economies, the same level of adoption is not evident among several organizations in Nigeria which has negatively affected business growth and performance.

Many insurance firms are unfamiliar with operating a computer and are skeptical of the benefits and value it gives to the business and have the notion that ICT is only for multinational companies even when they have the will and financial resources to integrate ICT into their core businesses.

Many of the studies on Information and Communication Technology (ICT) and growth of the financial system were done outside Nigeria. These studies particularly focus on the banking sector. Researches on ICT and growth of insurance industry are very few. In Nigeria, most of the available studies about Information and Communication Technology (ICT) and growth of insurance industry such as Obaremi (2007), Adeyele (2011), Fadun (2013) and Afande (2015) were too brief and lacking depths. Moreover, these researches were also theoretical studies whose findings were subjectively based on researchers’ personal opinions. It is noted that the past studies did not give adequate attention to Information and Communication Technology (ICT) and the growth of Non-life Sector of the Nigerian Insurance Industry, as well as highlighting plausible strategies that can stimulate the growth of Non-life Sector of the Nigerian Insurance Industry. It is against this backdrop that this research study is seeks to examine the Impact of Information and Communication Technology (ICT) on the growth of Non-life Sector of the Nigerian Insurance Industry.


1.3 Objective Of The Study

The primary objective of this study shall be to examine the impact of Information and Communication Technology (ICT) on the growth of Non-life Sector of the Nigerian Insurance Industry.

Other specific objectives include;

  1. To identify roles and benefits of ICT;
  2. To explore the impact of ICT adoption on insurance company growth;
  3. To examine the impact of ICT on the growth of insurance in Nigeria; and
  4. To highlight the place of ICT in promoting efficient and efficient service delivery in the insurance industry in Nigeria.

1.4 Research Questions

  1. What are the roles and benefits of ICT?
  2. To explore the impact of ICT adoption on insurance company growth?
  3. What is the impact of ICT on the growth of insurance in Nigeria?
  4. What is the place of ICT in promoting efficient and efficient service delivery in the insurance industry in Nigeria?

1.5 Research Hypotheses

The following hypotheses will be statistically tested at 5% level of significance:

H0: There is no positive relationship between ICT adoption and insurance company growth in Nigeria.

H1: There is a positive relationship between ICT adoption and insurance company growth in Nigeria.


1.6 Significance of the study

Managers in insurance companies will find the study useful in developing practices that would enhance the growth of insurance industry. The findings will highlight the challenges faced in insurance provision through traditional means and what benefits accrue from use of ICT. Implementation of the recommendations would help grow insurance and will particular benefit from best practices in other countries that will be elucidated in this study. The study will help them decide whether to venture into the business or not.

The study may inspire prospective researchers to explore more theories and literature on how ICT has influence on non-life sector of the Nigerian insurance industry. As such, the study forms a basis for future research. Academicians will find this study resourceful with regards to literature and empirical review for future studies.


1.7 Scope of the study

The study examined the impact of information and communication technology (ICT) on the growth of non-life sector of the Nigerian insurance industry. The study was conducted between July 2018 and January 2019 within Lagos metropolis.


1.8 Organization of the study

The study is organized into five chapters.

Chapter one deals with the study’s introduction and gives a background to the study. Chapter two reviews related and relevant literature. The chapter three gives the research methodology while the chapter four gives the study’s analysis and interpretation of data. The study concludes with chapter five which deals on the summary, conclusion and recommendation.


Chapter Five


Conclusion And Recommendations

5.1 Conclusion

Development of ICT assists firms’ to effectively integrate into the global market. The insurance sector is crucial to sustainable development of a nation. The study is significant in view of the need for insurance companies’ in Nigeria to develop and maintain a high level of ICT usage in order to meet the nation’s insurance needs, to enhance their growth and to contribute positively to the nation’s economy. The study examined the impact of ICT adoption on insurance companies’ growth in Nigeria. It identifies the imperatives for adoption of ICT to promote efficient and efficient service delivery in the insurance industry as a strategy for attainment of the profit maximisation objectives of insurance companies in Nigeria. Using structured questionnaires of 152 respondents from 18 insurance companies, an empirical analysis was undertaken to explore roles of ICT in enhancing quality of service delivery and growth of insurance companies in Nigeria.

The data were processed with IBM SPSS V19 Software, and the hypothesis was tested with Pearson correlation. The outcome suggests that adoption of ICT by insurance companies can enhance their efficiency, their quality of service delivery, and their growth. The implication of the findings for practice is that insurance companies should endeavour to update their ICT facilities regularly, in view of its impacts on quality of service delivery and growth. The paper also highlights the need for regular training of insurance personnel to keep them abreast of the current innovations in the use of ICT to ensure that the industry contribute positively to the economy.


5.2 Implication Of Findings

The implication of the findings for practice is that insurance companies in Nigeria should endeavour to regularly update their ICT facilities, in view of its impacts on quality of service delivery and growth. This is necessary in order to be relevant in the rapidly changing technological world. Moreover, ICT literacy enhances the skills and abilities that advance the use of computers and related information technologies to meet personal, educational and organisational goals (Lowe and McAuley, 2002). Consequently, regular training should be given to their personnel to keep them abreast of the current innovations in the use of ICT to ensure that the industry contribute positively to the economy. This will further enhance insurance companies’ efficiency and quality of service delivery in Nigeria.


5.3 Recommendations

The study recommends, improved ICT in the insurance industry. Nigerian insurance companies have found it easy and cost effective to establish within the West African countries. With improved access to mobile phones, improved connectivity, satellite communication and e-mail, insurance companies are able to engage professionals like accountants and lawyers to offer services. This will assist in developing technology and by extension enable client appraisal, staff performance, product development and processes of the firms.


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