Impact of Individual Life Assurance System (ILAS) on the Net Benefits of EFU Life in Pakistan

  • Imran Batada Institute of Business Management, Pakistan


This case study explored the impact of the Individual Life Assurance System (ILAS) on the net benefits of EFU Life, a leading insurance company in Pakistan. EFU Life implemented ILAS to overcome the challenge of technical limitations and the unavailability of modules. The study surveyed people across all departments in EFU Life to assess the performance of ILAS on the company net benefits. The research framework was formulated based on the Delone Model of the Pakistan region [13]. This research study added the Service Quality to the existing System and Information Quality used to evaluate the Organizational Impact in the original Delone Model [13]. Moreover, our model also incorporates Top Management Support as an antecedent of Quality, User Satisfaction, and Net Benefit. The ultimate aim is to find a way to enhance Net Benefits. The research argues that improved Quality as a result of Top Management Support reduces /eliminates wastage of resources and helps the organization in achieving profits, hence, the increase in the Net Benefits. It is found that Top Management support enhances user benefit and therefore recommends top managers to be fully involved and support a suitable environment and culture for the positive change in the organization’s image that is extremely important for user satisfaction. It is suggested that there is a need for top managers to arrange resources required by the users and encourage a user-focused organizational environment to promote user satisfaction. Involvement and support of top managers can also make the overall organization succeed, and its evidence can be seen in current research in the form of top management support’s positive effect on the net benefit of organizations.