The Effect of Service Quality of Internet Insurance on Intention to Purchase Online

Abstract

With the development of information technology making, it easier to share information and increasing the number of insurance consumers who are accustomed to using digital devices, interest in Internet insurance, in which insurance companies and insurance consumers decide their choice of insurance products on their own, is gradually increasing. Internet insurance is expected to grow dramatically due to convenience of use, low insurance premiums, composition of consumer-oriented products, various information disclosure and comparability with other companies. This study focuses on analyzing the relationship of service quality elements in Internet insurance with intent to use, user's satisfaction and intent to purchase. The factors that determine the nature of the quality of service were classified into the swiftness of the transaction, autonomy of choice, competitiveness of insurance premiums, and quality of information. A summary of the study is as follows. First, transaction swiftness had a significant effect on the intention to use. It also had a significant effect on user satisfaction. Second, autonomy of choice had no significant effect on the intention to use, or on user satisfaction. Third, the competitiveness of insurance premiums had a significant effect on the intention to use, and on user satisfaction. Fourth, the quality of information had no significant effect on the intention to use, or on user satisfaction. Fifth, the intention to use had a significant effect on the intention to purchase, as did user satisfaction.

Predicting the Adoption of Insurtech Among Generation Z in Indonesia

“…In previous research, it has been widely stated that the quality of information significantly impacts consumers' intentions to use Insurtech. [19] found that factors such as transaction speed, competitiveness of insurance premiums, and information quality have a positive and significant influence on consumer usage intentions. Another researcher, [20], highlighted the importance of implementing appropriate information technology in shaping consumer perceptions of information quality.…”