Determinants of Insurance Agents Behavioural Intention to Use Mobile Technologies

Abstract

In todays dynamic digital era, critical functions in businesses are being affected by mobile technologies with the ability to collect instant data thus providing valuable insights to managers towards achieving business sustainability. This study examined the determinants of behavioural intention to use mobile technologies in business among insurance agents in Malaysia based on a modified Unified Theory of Acceptance and Use of Technology 2. In addition, this study investigated the impact of age, voluntariness and experience on associations between the determinants and behavioural intention to use mobile technologies. Utilizing online questionnaires survey, a total of 208 usable responses were collected. The results suggested that performance expectancy, facilitating conditions, social influence, hedonic motivation, personal innovativeness and habit are significant in determining the behavioural intention. Nevertheless, effort expectancy and price value do not have any impact. Experience in using mobile technologies moderates the relationship between personal innovativeness and behavioural intention; but age only moderates the relationship between habit and behavioural intention. Interestingly, the effect of habit on behavioural intention to use was found to be influenced by voluntariness. Findings from this study contribute in enhancing the utilisation of mobile technologies at work which subsequently increases the efficacy and business sustainability of insurance industry in emerging economies such as Malaysia.