Comportamento do consumidor: influências e motivações para a compra de seguros de automóvel

Detalhes bibliográficos
Autor(a) principal: Montanari, Wilton de Souza
Data de Publicação: 2019
Tipo de documento: Dissertação
Idioma: por
Título da fonte: Biblioteca Digital de Teses e Dissertações da PUC_SP
Texto Completo: https://tede2.pucsp.br/handle/handle/22244
Resumo: Insurance is an important instrument to meet the need to protect human life and assets. Its development and complexity forged the appearance of the insurance broker figure, intermediary in the relations between the insurers and the final customer, relations traditionally carried out by personal contact. The development of the Brazilian insurance market, coupled with the possibilities offered by the Internet, has opened up a great prospect of growth of this sector in the economy. The main objective of this study is to contribute to the identification of consumer influences and motivations in the purchase process of motor insurance in particular, including those related to the means of purchase (personal contact with the broker, or through the internet). In addition, we try to evaluate the influence of habits of use and consumption on the Internet and demographic issues, in the choice of means of purchase. For this purpose, a literature review was carried out on theories of services, purchasing behaviour, including online, and insurance consumer particularities. In addition, a survey was conducted by social networks, with two hundred and four people who have a current motor insurance, which demonstrated the appreciation of this product by the consumer, given the wide range of coverage and services contracted and the loyalty manifested by the repurchase. In the results found, the high degree of importance given by the consumer to personal contact with the broker, which leads him to seek his assistance in the purchase process, from the information search, evaluation of alternatives, purchase decision and assistance in case of need to use the services and coverages, in comparison of the small group of respondents who made the purchase online. It was also observed that the consumers surveyed stated that they were satisfied with the services offered by the motor insurance. It was not observed in the sample that Internet browsing habits, frequency and reasons for using e-commerce, are relevant factors for the online purchase of insurance. Among the demographic data, the results for "Age Range" were significant, as they presented a "disengagement" between the range of e-consumers and insurance buyers, thus suggesting one of the possible explanations for choosing the purchase through personal contact with the broker and not by buying over the internet
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spelling Las Casas, Alexandre Luzzihttp://buscatextual.cnpq.br/buscatextual/visualizacv.do?id=K8012808U5Montanari, Wilton de Souza2019-06-03T12:58:25Z2019-04-03Montanari, Wilton de Souza. Comportamento do consumidor: influências e motivações para a compra de seguros de automóvel. 2019. 126 f. Dissertação (Mestrado em Administração) - Programa de Estudos Pós-Graduados em Administração, Pontifícia Universidade Católica de São Paulo, São Paulo, 2019.https://tede2.pucsp.br/handle/handle/22244Insurance is an important instrument to meet the need to protect human life and assets. Its development and complexity forged the appearance of the insurance broker figure, intermediary in the relations between the insurers and the final customer, relations traditionally carried out by personal contact. The development of the Brazilian insurance market, coupled with the possibilities offered by the Internet, has opened up a great prospect of growth of this sector in the economy. The main objective of this study is to contribute to the identification of consumer influences and motivations in the purchase process of motor insurance in particular, including those related to the means of purchase (personal contact with the broker, or through the internet). In addition, we try to evaluate the influence of habits of use and consumption on the Internet and demographic issues, in the choice of means of purchase. For this purpose, a literature review was carried out on theories of services, purchasing behaviour, including online, and insurance consumer particularities. In addition, a survey was conducted by social networks, with two hundred and four people who have a current motor insurance, which demonstrated the appreciation of this product by the consumer, given the wide range of coverage and services contracted and the loyalty manifested by the repurchase. In the results found, the high degree of importance given by the consumer to personal contact with the broker, which leads him to seek his assistance in the purchase process, from the information search, evaluation of alternatives, purchase decision and assistance in case of need to use the services and coverages, in comparison of the small group of respondents who made the purchase online. It was also observed that the consumers surveyed stated that they were satisfied with the services offered by the motor insurance. It was not observed in the sample that Internet browsing habits, frequency and reasons for using e-commerce, are relevant factors for the online purchase of insurance. Among the demographic data, the results for "Age Range" were significant, as they presented a "disengagement" between the range of e-consumers and insurance buyers, thus suggesting one of the possible explanations for choosing the purchase through personal contact with the broker and not by buying over the internetOs seguros são um importante instrumento para suprir a necessidade de proteção da vida e patrimônio humanos. Seu desenvolvimento e complexidade, forjaram o aparecimento da figura do corretor de seguros, intermediário nas relações entre as seguradoras e o cliente final, relações essas tradicionalmente realizadas pelo contato pessoal. O desenvolvimento do mercado brasileiro de seguros, somado às possibilidades oferecidas pela internet, abriu uma grande perspectiva de crescimento desse setor na economia. O objetivo principal desse estudo é contribuir na identificação das influências e motivações do consumidor no processo de compra do seguro de automóvel, em particular, incluindo àqueles relacionados ao meio de compra (contato pessoal com o corretor, ou pela internet). Adicionalmente, procura-se avaliar a influência dos hábitos de uso e consumo da internet e questões demográficas, na escolha do meio de compra. Com essa finalidade, elaborou-se uma revisão da literatura sobre as teorias de serviços, do comportamento de compra, inclusive online, e particularidades do consumidor de seguros. Complementarmente, efetuou-se uma pesquisa pelas redes sociais, com duzentos e quatro possuidores de seguro de automóvel, que demonstrou a valorização desse produto pelo consumidor, face à ampla gama de coberturas e serviços contratados e a fidelidade manifestada pela recompra. Destaca-se nos resultados encontrados, o alto grau de importância dado pelo consumidor ao contato pessoal com o corretor, que o levam a buscar sua assistência no processo de compra, desde a pesquisa de informação, avaliação de alternativas, decisão de compra e assistência em caso de necessidade de utilização dos serviços e coberturas, em comparação do pequeno grupo de respondentes que efetuaram a compra online. Observou-se ainda, que os consumidores pesquisados se declararam satisfeitos ao utilizarem os serviços disponibilizados pelo seguro de automóvel. Não foi observado na amostra, que os hábitos de navegação na internet, frequência e motivos de uso do e-commerce, sejam fatores relevantes para a compra online de seguros. Dentre os dados demográficos, os resultados para "Faixa Etária", mostraram-se significativos, por apresentarem um "desencaixe" entre a faixa de e-consummers e compradores de seguros, sugerindo assim uma das possíveis explicações para a escolha da compra mediante contato pessoal com o corretor e não pela compra pela internetCoordenação de Aperfeiçoamento de Pessoal de Nível Superior - CAPESapplication/pdfhttp://tede2.pucsp.br/tede/retrieve/49205/Wilton%20de%20Souza%20Montanari.pdf.jpgporPontifícia Universidade Católica de São PauloPrograma de Estudos Pós-Graduados em AdministraçãoPUC-SPBrasilFaculdade de Economia, Administração, Contábeis e AtuariaisSeguro de automóveisComportamento do consumidorCompras - Processo decisórioInsurance, AutomobileConsumer behaviourShopping - Decision makingCNPQ::CIENCIAS SOCIAIS APLICADAS::ADMINISTRACAOComportamento do consumidor: influências e motivações para a compra de seguros de automóvelinfo:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/masterThesisinfo:eu-repo/semantics/openAccessreponame:Biblioteca Digital de Teses e Dissertações da PUC_SPinstname:Pontifícia Universidade Católica de São Paulo (PUC-SP)instacron:PUC_SPTEXTWilton de Souza Montanari.pdf.txtWilton de Souza Montanari.pdf.txtExtracted texttext/plain244814https://repositorio.pucsp.br/xmlui/bitstream/handle/22244/4/Wilton%20de%20Souza%20Montanari.pdf.txtdc5cfffc7df75f95bf26be4ab10ede24MD54LICENSElicense.txtlicense.txttext/plain; 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dc.title.por.fl_str_mv Comportamento do consumidor: influências e motivações para a compra de seguros de automóvel
title Comportamento do consumidor: influências e motivações para a compra de seguros de automóvel
spellingShingle Comportamento do consumidor: influências e motivações para a compra de seguros de automóvel
Montanari, Wilton de Souza
Seguro de automóveis
Comportamento do consumidor
Compras - Processo decisório
Insurance, Automobile
Consumer behaviour
Shopping - Decision making
CNPQ::CIENCIAS SOCIAIS APLICADAS::ADMINISTRACAO
title_short Comportamento do consumidor: influências e motivações para a compra de seguros de automóvel
title_full Comportamento do consumidor: influências e motivações para a compra de seguros de automóvel
title_fullStr Comportamento do consumidor: influências e motivações para a compra de seguros de automóvel
title_full_unstemmed Comportamento do consumidor: influências e motivações para a compra de seguros de automóvel
title_sort Comportamento do consumidor: influências e motivações para a compra de seguros de automóvel
author Montanari, Wilton de Souza
author_facet Montanari, Wilton de Souza
author_role author
dc.contributor.advisor1.fl_str_mv Las Casas, Alexandre Luzzi
dc.contributor.authorLattes.fl_str_mv http://buscatextual.cnpq.br/buscatextual/visualizacv.do?id=K8012808U5
dc.contributor.author.fl_str_mv Montanari, Wilton de Souza
contributor_str_mv Las Casas, Alexandre Luzzi
dc.subject.por.fl_str_mv Seguro de automóveis
Comportamento do consumidor
Compras - Processo decisório
topic Seguro de automóveis
Comportamento do consumidor
Compras - Processo decisório
Insurance, Automobile
Consumer behaviour
Shopping - Decision making
CNPQ::CIENCIAS SOCIAIS APLICADAS::ADMINISTRACAO
dc.subject.eng.fl_str_mv Insurance, Automobile
Consumer behaviour
Shopping - Decision making
dc.subject.cnpq.fl_str_mv CNPQ::CIENCIAS SOCIAIS APLICADAS::ADMINISTRACAO
description Insurance is an important instrument to meet the need to protect human life and assets. Its development and complexity forged the appearance of the insurance broker figure, intermediary in the relations between the insurers and the final customer, relations traditionally carried out by personal contact. The development of the Brazilian insurance market, coupled with the possibilities offered by the Internet, has opened up a great prospect of growth of this sector in the economy. The main objective of this study is to contribute to the identification of consumer influences and motivations in the purchase process of motor insurance in particular, including those related to the means of purchase (personal contact with the broker, or through the internet). In addition, we try to evaluate the influence of habits of use and consumption on the Internet and demographic issues, in the choice of means of purchase. For this purpose, a literature review was carried out on theories of services, purchasing behaviour, including online, and insurance consumer particularities. In addition, a survey was conducted by social networks, with two hundred and four people who have a current motor insurance, which demonstrated the appreciation of this product by the consumer, given the wide range of coverage and services contracted and the loyalty manifested by the repurchase. In the results found, the high degree of importance given by the consumer to personal contact with the broker, which leads him to seek his assistance in the purchase process, from the information search, evaluation of alternatives, purchase decision and assistance in case of need to use the services and coverages, in comparison of the small group of respondents who made the purchase online. It was also observed that the consumers surveyed stated that they were satisfied with the services offered by the motor insurance. It was not observed in the sample that Internet browsing habits, frequency and reasons for using e-commerce, are relevant factors for the online purchase of insurance. Among the demographic data, the results for "Age Range" were significant, as they presented a "disengagement" between the range of e-consumers and insurance buyers, thus suggesting one of the possible explanations for choosing the purchase through personal contact with the broker and not by buying over the internet
publishDate 2019
dc.date.accessioned.fl_str_mv 2019-06-03T12:58:25Z
dc.date.issued.fl_str_mv 2019-04-03
dc.type.status.fl_str_mv info:eu-repo/semantics/publishedVersion
dc.type.driver.fl_str_mv info:eu-repo/semantics/masterThesis
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dc.identifier.citation.fl_str_mv Montanari, Wilton de Souza. Comportamento do consumidor: influências e motivações para a compra de seguros de automóvel. 2019. 126 f. Dissertação (Mestrado em Administração) - Programa de Estudos Pós-Graduados em Administração, Pontifícia Universidade Católica de São Paulo, São Paulo, 2019.
dc.identifier.uri.fl_str_mv https://tede2.pucsp.br/handle/handle/22244
identifier_str_mv Montanari, Wilton de Souza. Comportamento do consumidor: influências e motivações para a compra de seguros de automóvel. 2019. 126 f. Dissertação (Mestrado em Administração) - Programa de Estudos Pós-Graduados em Administração, Pontifícia Universidade Católica de São Paulo, São Paulo, 2019.
url https://tede2.pucsp.br/handle/handle/22244
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dc.publisher.none.fl_str_mv Pontifícia Universidade Católica de São Paulo
dc.publisher.program.fl_str_mv Programa de Estudos Pós-Graduados em Administração
dc.publisher.initials.fl_str_mv PUC-SP
dc.publisher.country.fl_str_mv Brasil
dc.publisher.department.fl_str_mv Faculdade de Economia, Administração, Contábeis e Atuariais
publisher.none.fl_str_mv Pontifícia Universidade Católica de São Paulo
dc.source.none.fl_str_mv reponame:Biblioteca Digital de Teses e Dissertações da PUC_SP
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