Evaluation of Policy Processing System Using Extended UTAUT Method at General Insurance Company

Company realizes the importance of using technology in business process to improve performance and to improve quality of services for client. Therefore, the company implements the policy processing system. To determine the level of employee acceptance of the system and to improve the use of policy processing system, an evaluation of the system with extended UTAUT method is required. Extended UTAUT method use UTAUT method as a basic model and add two variables which are variable vendor support and management effectiveness. The proposed model use effort expectancy, performance expectancy, facilitating condition, social influence, behavior intention, use behavior variable (UTAUT method), vendor support and management effectiveness as additional variable. This study aims are to determine the effect of effort expectancy, performance expectancy, management effectiveness, and social influence variable on behavior intention of policy processing system. Other purposes are to know whether use behavior is affected by vendor support, facilitating condition and behavior intention variable in policy processing system. Data collection was used survey method by using questionnaire. The subject / sample are employees who use policy processing system at general insurance company in underwriting, marketing and reinsurance department which total are 180 employees. Data analysis was using software SmartPLS2. The result of data analysis show that social influence is the most significant variable that affecting behavior intention (0.408) and management effectiveness does not affect behavior intention. Performance expectancy (0.258), effort expectancy (0.398) affects behavior intention. The result also shows that behavior intention (0.671), facilitating condition (0.222) and vendor support (0.142) affect the use behavior.