Impact of Digital Transformation on Business Performance in Insurance Brokerage Firms: Evidence from Saudi Arabia
Obaid Shakil Khan
ABSTRACT
This study examines the impact of digital transformation on the business performance of insurance brokerage firms in Saudi Arabia. Using a mixedmethods approach that combines survey data and qualitative insights, this study evaluates how digital adoption influences operational efficiency, customer satisfaction, and competitive positioning. The findings indicate that digital transformation significantly enhances service efficiency, decision making, and customer engagement. However, challenges, such as resistance to change, limited digital capabilities, and cybersecurity risks, remain key barriers. This study contributes to the limited empirical literature on insurance brokerage digitalization in emerging markets and provides practical implications for industry practitioners.
