Determinants of Customers' Intention to Use the Claim Software in Vehicle Accidents

Abstract

In the context of technology playing a pivotal role in all economic and social activities, Vietnamese insurance companies focus on investing in Information Technology (IT) systems to increase market share and ensure business efficiency. Our research applies the TAM2 model with the support of the UTAUT one and the factor of trust to examine the factors affecting Ho Chi Minh City customers' intention to use the claim software in vehicle accidents. Analysis results from 194 individual customers who have not used this software have indicated that the intention to use this software has been influenced by perceived usefulness, output quality, social influence, trust; and not impacted by job relevance, facilitating conditions. Based on the results, the research provides precious managerial implications to insurance companies.