An Examination of the Factors Affecting Malaysian Consumer’s Renewal of Car Insurance Through Online
Businesses can conduct virtually with cashless payment options, including car insurance renewal which can be made via insurance companies' official websites. This research aims to discover motorcar consumers’ satisfaction towards online car insurance in Malaysia. This study has proposed TAM to explain the trust, service quality, perceived risk and perceived value towards online customer insurance renewal. An online questionnaire was employed in this study to yield responses from different social media channels and the authorised dealerships’ automotive showrooms. Subsequently, 166 responses were obtained and analysed with PLS-SEM. The findings demonstrate that service quality and perceived value positively impact online customer insurance renewal. Surprisingly, trust and perceived risk do not affect online customer insurance renewal. From a managerial perception, guidelines are provided for insurance agencies, and insurance companies strategically plan their marketing and encourage Malaysian consumers to renew their insurance online.
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