Impact of digital transformation on the individual job performance of insurance companies in Peru

Abstract

The objective of this study was to analyze and determine the impact of digital transformation on

the individual job performance of insurance companies in Peru. The deductive inferential scien- tific method of explanatory level was used, with a non-experimental design, to four insurance

companies that operate in the regions of Arequipa, Cusco, Iquitos, Lima, Tacna and Trujillo. The results generated by structural equations show that customer service experience (CSE), based on

digital transformation, had a positive impact on task performance (p <0.05) and contextual per- formance (p <0.05); in contrast, the customer service experience (CSE), based on digital transfor- mation, was found to have no impact on counterproductive behavior (p> 0.05). In relation to the

collaborator's capabilities (CC) based on digital transformation, the results reveal that it had a significant influence on task performance (p <0.05) and contextual performance (p <0.05), while it did not have any impact on counterproductive behavior (p> 0.05). Likewise, processes based on

digital transformation (P) significantly influence task performance (p <0.05) and contextual per- formance (p <0.05), unlike counterproductive behavior that did not present a causal link with the

processes (p> 0.05). Finally, the business model based on digital transformation (BM) had no

implications for task performance (p> 0.05), contextual performance (p> 0.05) and counterpro- ductive behaviors (p> 0.05). The conclusion of the study indicates that the customer service ex- perience, the collaborator's capabilities and processes based on digital transformation contribute

to the performance and contextual performance of the workers of the insurance companies in Peru.