Chia, Jia Chun (2025) Exploring consumer acceptance of insurtech applications: a study of digital transformation in the insurance industry. Final Year Project, UTAR.
![[img]](http://eprints.utar.edu.my/style/images/fileicons/application_pdf.png) | PDF Download (1550Kb) |
Abstract
This study examines the determinants of Malaysian policyholders’ behavioural intention and uses behaviour towards Insurtech mobile applications. To address limited understanding of adoption, the study integrates the Unified Theory of Acceptance and Use of Technology (UTAUT) and the DeLone and McLean Information Systems Success Model (ISSM) and incorporates with add on varables. Primary data were collected via an online questionnaire from Malaysian policyholders aged 18 and above, yielding 461 usable responses. Data were analysed using IBM SPSS and PLS-SEM in SmartPLS 4. The findings show that trust is the strongest predictor of behavioural intention to use Insurtech applications, followed by insurance literacy, while system and service quality shape user satisfaction and support continued use. Overall, the results showing that building confidence and literacy among policyholders, alongside reliable and user-friendly applications is central to promoting sustainable Insurtech usage in Malaysia. The study extends UTAUT and ISSM to the Insurtech context. Keywords: Insurtech, insurance mobile applications, UTAUT, ISSM, trust, insurance literacy
| Item Type: | Final Year Project / Dissertation / Thesis (Final Year Project) |
|---|---|
| Subjects: | H Social Sciences > HG Finance T Technology > T Technology (General) |
| Divisions: | Faculty of Accountancy and Management > Bachelor of Finance (Financial Technology) with Honours |
| Depositing User: | Sg Long Library |
| Date Deposited: | 28 Apr 2026 15:25 |
| Last Modified: | 28 Apr 2026 15:25 |
| URI: | http://eprints.utar.edu.my/id/eprint/7632 |
Actions (login required)
| View Item |
