Investigating the Integration of ICTs and Adoption in Business Management: A Study of Insurance Sectors in Zambia

Abstract

This study focused on the integration of ICTS and adaptation in business management of Zambia insurance industry. The main objectives were to: investigate the effectiveness of ICT integration in data mining and enhancing evidence based on decision making in the insurance sector; assess the effectiveness of ICT integration in facilitating E-commerce services and improved marketing strategies and investigate the effectiveness of ICT integration system in predictive analytic for risk management. The study employed the interpretive research paradigm. The instruments for data collection included the questionnaires and in-depth interview schedules. The study found that the ICT integration in data mining for enhancing evidence-based decision-making in the insurance sector was effective because it enabled low-cost network establishment in the mining industry, led to better customer service and cost reduction, assisted businesses in identifying vulnerabilities, improved operational efficiency, helped companies make data-driven decisions and new product designs and developments.  The study also found that ICT integration in facilitating e-commerce services and improving marketing strategies in the insurance sector was effective because it was utilized in online commerce for data interchange, promotion, e-mail, conversation and consumer counseling. Further, ICT transformed how businesses operate and interact with consumers. ICT was also used for information exchange, media promotion, electronic mail, mailing lists, dialogue, discussions, and consulting with consumers online. In addition, ICT enabled businesses to create targeted advertising campaigns on social media platforms, allowing them to reach specific audiences based on their demographics, interests, and behaviors. Lastly, the study unveiled that the integration of ICT systems in predictive analytic for risk management in the insurance sector was effective because it improved customer experiences, relations and management, better business insight, optimized, cost-saving operations, profitability, growth and increased productivity. Based on the study finding, to enhance the effectiveness of ICT integration in the insurance sector, the study recommends that insurance companies to invest in ICT infrastructure, skills development and training, regulatory reform, customer education and engagement, collaboration and knowledge sharing, continuous monitoring and evaluation, partnerships with technology providers, adoption of data analytic and predictive modeling in insurance companies.