Creative Commons

This dissertation was written as part of the MSc in Management at the International Hellenic University. The purpose of this study was the contribution to the understanding of customers' perception of digital insurance services. Based on thorough research on literature review, the capabilities of the digital insurance services in Greek insurance industry and the survey outcomes, the study analyzed the level of satisfaction as an outcome of the perceived quality for the provided online digital insurance services, discussed if there is a significant difference in preferences and the satisfaction among different demographic groups, if the behaviour defers among different insurance phases at the level of information research and purchase decision and tested the correlation of customers' satisfaction and behavioural intention. Differences in the utilization of digital insurance services among different insurance sectors were also discussed.