A Structural Equation Model of Car Insurance Customers’ Willingness to use Chatbots

Paper Details

Authors: Bergmann J.

DOI: 10.3790/zverswiss.2026.1474501

Journal: Zeitschrift fur die gesamte Versicherungswissenschaft

Year: 2026

Publisher: Duncker und Humblot GmbH

Document Type: Article

Open Access: All Open Access; Gold Open Access

Cited by: 0

Abstract

This study investigated the factors that most strongly influence the willingness to use insurance chatbots in car insurance and finally take out a policy. For this purpose, a structural model was developed consisting of the factors perceived ease of use, perceived usefulness, trust, intention to use and intention to purchase. The model was then used to develop a questionnaire. Based on the results of the online survey of 517 participants and partial least squares structural equation modeling (PLS-SEM), the results indicate that perceived usefulness has the greatest direct influence and trust the greatest indirect influence on the intention to use chatbots in care insurance. © Open Access – Licensed under CC BY 4.0 (https://creativecommons.org/licenses/by/4.0). Duncker & Humblot · Berlin

Keywords

Artificial Intelligence; Car Insurance; Customer Behavior

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