The moderating effect of agency's trust on actual mobile application usage using technology acceptance model (TAM) in PT Insurance EPG in Jakarta

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Heryudi, Heryudi (2021) The moderating effect of agency's trust on actual mobile application usage using technology acceptance model (TAM) in PT Insurance EPG in Jakarta. Undergraduate thesis, IPMI Business School.

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Abstract

Insurance companies are currently required to carry out digital transformation as well to anticipate business competition with fintech (Finance Technology). PT Insurance FPG Indonesia is implementing new breakthroughs, by making transactions digital using the mobile application on motor vehicle insurance which has been launched since 2019. However, the contribution of mobile application is still below the target set. The main factors that influenced the intention to use technology according to technology acceptance model (TAM) is perceived usefulness (PU), perceived ease of use (PEU), intention to use technology. Little has been known about the moderating effect of the trust in the relationship between intention to use technology and the actual use of technology. The objective of the study is to investigate the moderating effect of trust in the framework. The sample taken is the agent in greater Jakarta area, using non probability, and purposive sampling. The sample size was 121 collected during July to Aug 2021. The data was analyzed using SPSS v25 and smart PLS3. The result indicated that there was a positive effect of PU, PEU, Intention to use application, and actual usage of application. Trust is moderating the effect between intention to use apps and the actual use of mobile apps. The theoretical implication is the moderating role between intention and actual usage of mobile apps has only been analyzed in a very few study, therefore it is a novelty in the TAM framework in the context of insurance company. The practical implication is the manager to consider trust of consumer to improve the actual usage of mobile applications to increase better customer experience.

Item Type:	Thesis (Undergraduate)
Subjects:	H Social Sciences > H Social Sciences (General) H Social Sciences > HG Finance
Divisions:	Thesis > Master of Business Administration
Depositing User:	Dede Faujiah
Date Deposited:	27 Jan 2022 03:45
Last Modified:	27 Jan 2022 03:45
URI:	http://repository.ipmi.ac.id/id/eprint/1377

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