Consumer Buying Behavior Towards Online Insurance Services: An Empirical Study in Bandar Baru Uda, Johor Bahru

Abstract

Take a walk on any of the densely populated streets in Malaysia today, and you'll see a country rapidly embracing digitization, with cashless night markets, for example, as well as government services reached via a flick of the screen. But as the nation moves quickly toward full-fledged maturity, an unwelcome rub remains: trusting the average man or woman in the street is an ongoing process, even as the technology is in place. This psychological difference is most obvious in the financial industry, where conventional, face-to-face insurance handshakes are giving way to digital shops. This study examines the key factors influencing consumers' intention to purchase online insurance services in the metropolitan neighborhood of Bandar Baru Uda in Johor Bahru to identify what motivates or deters them from shifting to this medium. The thematic study focuses on the direct relationships between the most important underlying properties, such as satisfaction level, perceived internet quality, and motivating properties, which can affect customer purchasing decisions. The empirical findings indicate a statistically significant correlation between these consumer perceptions and their actions in purchasing. The results of these findings offer strategic guidance for insurance companies seeking to enhance their digital channels and empower customers to make informed decisions about the insurance sector in the digital era.