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THE IMPACT OF WEB BASED TECHNOLOGIES IN THE PERFORMANCE OF FINANCIAL INSTUTIONS

As many other authors since early ninties (Armour, H.O.; Teece, D.J., 1978; Summer et al., 1990; Meyer, 1991; Pettigrew and Whipp, 1991; 1993; Thomas et al, 1994) we try to measure the performance achieved in insurance companies as a result of properly implementing new information and communication technologies (specifically those we define as web-based technologies). Although organisational performance has been measured in different ways, there are not available guides that allow researchers choose a proper measure. Multiple measures have been chosen in a random way (Kenneth, L.; Lawrence, J.; Boatwright, E., 1996). A way to front this problem is by using a dual perspective. Concretely in this study we propose a new measure in order to evaluate the impact of web based technologies in the relationship with customers. In this way we speak about agility as a combination of four different dimensions.