Effect of Service Quality on Internet Insurance: Focused on Information Technology Development

Abstract

Information sharing is becoming easier with the development of information technology. As the number of insurance consumers who are accustomed to digital devices increases, interest in Internet insurance in which insurance consumers choose their own insurance products is increasing. Insurance consumers are increasingly choosing insurance products. Internet insurance is expected to grow rapidly thanks to ease of use, low premiums, consumer-oriented product composition, diverse information disclosure, and comparability with other companies. This study focuses on evaluating the connection between service quality factors of Internet insurance and intention to use, satisfaction, and purchase intention. Factors that determine the characteristics of service quality are classified into transaction speed, autonomy of choice, competitiveness in insurance premiums, and quality of information. A summary of the study follows. First, the promptness of transaction had a significant effect on intention to use. Transaction speed had a significant effect on user satisfaction. Second, the autonomy of choice did not have a significant effect on intention to use. The autonomy of choice did not have a significant effect on user satisfaction. Third, insurance premium competitiveness had a significant effect on intention to use. Insurance premium competitiveness had a significant effect on user satisfaction. Fourth, the quality of information did not have a significant effect on intention to use. Information quality had a significant effect on user satisfaction. Fifth, intention to use had a significant effect on purchase intention. User satisfaction had a significant effect on purchase intention.