TITLE: THE RESILIENCE OF ONLINE REGISTRATION AMONG

INSURANCE PARTICIPANTS

Prepared by: Siti Sakinahatiqah Binti Jumaat

ABSTRACT

Introduction/Main Objectives: Covid 19 has been presented even since the beginning of the 2020 year.
Submitting document physically to enrol the insurance is no longer relevant during Covid 19 era. The main
objective of this research paper is the intention to online registration among insurance participants. This paper
tests three variables which are flexibility of time, reduce business cost and perceived usefulness for online
registration among insurance participants. With the advent of COVID-19, the world has changed. People have
no choice but to submit their applications quickly. Everyone has internet access via a smartphone or other
device to use the online registration platform. Background problem: Is there any significant relationship
between flexibility of time and online registration? Is that technology availability useful among insurance
participants for their online registration submission? Is there any significant relationship between perceived
usefulness and resilience of online registration among insurance participants? Research Method: For this
research area uses a quantitative method. All mentioned variables are tested for this research.

Keywords: insurance participants, online registration, time, covid 19, online application

1. Introduction

CoronaVirus (COVID-19) is such a fatal virus that was discovered in December 2019
in Wuhan, China and effected all business industry but not the insurance. This virus can be
founded so fast to neighbouring nations in March 2020 that it became a worldwide epidemic,
claiming thousands of innocent lives (Shaw, Kim, & Hua, 2020). As a result, many countries
have implemented lockdown procedures, which required individuals to be restricted within
their own homes and not going out. However, to perform this, people also need to practise
and adhere to social distancing standards, which urge people to maintain a safe distance from
one another to prevent virus transmission (Benzell, Collis, & Nicolaides, 2020). Nowadays,
we can see that almost all the required processes that were formerly completed by humans
have been completed by technology. With the use of advanced technology, almost all the
equipment has been automated too. Not just the education that has been affected by this, but
the business sector also faces the challenges. We can see that tons of industry started to shut
down in this era except for the insurance which keep going very well. As mentioned by
Thomas (2021), The world economy has become less resilient, but the insurance industry is
keeping pace with changes in the risk landscape. The statistic of people started to enrol their
own policy during pandemic also proved that insurance industry is keeping the pace very
well. The aim of this research was to determine the relationship between flexibility of time
and technology availability among the insurance participants related to the resilience of
online registration among insurance participants.

PROBLEM STATEMENT

COVID-19 outbreak began to affect many sectors especially in the business field. The
problem was the insurance participants usually will register and meet up their agent directly
face to face. This pandemic that happened could no longer operate the method like usual for
those who wants to enrol their policy. This new norm has required the government and all
sectors in business to be creative and innovative so that they will be able to further their
business performance even if they cannot do it physically. Due to this pandemic, the
resilience of online registration seems to be the best option for the insurance agents to bounce
back and helping tons of people to secure their own policy.

Moreover, resilience in online registration was the main and vital in all types of application if
the agent take their job seriously to spread for the awareness. In 2020, according to Neha “In
brief, an agent, in insurance parlance, is called the first-line underwriter since s/he is the only
person who has seen the customer before offering insurance. The moral hazard associated
with the sale of an insurance policy is sought to be reduced or minimized through the
interphase of the agent. Relying on the agency channel helps the life insurance industry in
attracting insurable customers to the fold of life insurance (Mannar, 2021).

RESEARCH OBJECTIVE

1. To identify the relationship between flexibility of time and online registration among
the insurance participants.
 2. To determine the reducing business costs are useful for online registration among
insurance participants.
3. To examine the relationship between perceived usefulness and resilience of online
registration among insurance participants.

4. To evaluate the relationship between desire of business success with convenience of

online business registration with resilience of online registration among insurance
participants.

RESEARCH QUESTION

1. Is there any significant relationship between flexibility of time and online registration
among insurance participants?
2. Is reducing business cost useful among insurance participants for their online
registration?
3. Is there any significant relationship between perceived usefulness and resilience of
online registration among insurance participants.

4. Is there any significant relationship between business success with convenience of

online business registration with resilience of online registration among insurance
participants.

LITERATURE REVIEW

The online meeting and registration system concept focuses on open access to
business and training to liberate learners from time and place constraints, as well as providing
flexible learning opportunities to individuals and groups of learners. Open and distance
learning (ODL) is one of the fastest growing fields not just in education but also in insurance
industry, with a significant impact on all business delivery systems. Because of the rapid
development of Internet-based information technologies, particularly the World Wide Web,
the new ODL system is rapidly expanding. The concept of ODL from the idea that learners
and teachers should not be in the same classroom and should be separated by some
geographical distance or may not be able to come close to each other to make the entire
education system flexible can be implemented to those who wants to get consultation before
applying for their own insurance. This is also can be applied to agent who needs to attend the
class to pass their requirement.
 Distance meeting is not a novel idea. In the late 1800s, the University of Chicago
launched the first major correspondence programme in the United States, with the teacher and
learner in different locations. It is addressed to a broad range of potential partners, including
governments, intergovernmental and non-governmental organisations, specialised
institutions, associations, and others interested in this field, to solicit their assistance in
meeting today's urgent education and training needs through open and distance learning. This
is also applicable for the insurance agents who got the agency and wanted to train their team
well. Following the development of radio during World War I and television in the 1950s,
modes of instruction outside of the same room found new delivery systems. We now have
audio and computer teleconferencing, which has influenced how instruction is delivered in
public schools, higher education, the military, business, and industry including the insurance.

The most common choice of definition for flexibility is essentially adaptability. For instance,
Mandelbaum (2021) defines flexibility as "the ability to respond effectively to changing
circumstances." Flexibility, on the other hand, can be defined subjectively as the ability to
adapt to change. According to the Oxford Dictionary, the word "flexible" means that we are
"able to change to suit new conditions or situations" (Oxford Advanced Learner's Dictionary,
2000).

The Resilience of Online Registration Among Insurance Participants (DV)

In this research we use the resilience of online registration as our dependent variables. With
online registration system, everyone can keep it going even if we are going to have a face-to-
face learning session in this endemic situation. This is since it can improve the policy
collection and meeting, which includes the details of the participants, their net income and
every detail that required to submit the registration.

The physical submission of registration required the participants and agents to present their
self during the meeting. However, such practises posted inconveniences for participants who
are unable to attend the meeting due to personal reasons, as well as the fact that agents often
needed too many excursions to regional offices to collect overdue submissions, which added
to their workload. Furthermore, insurance participants were needed to complete a substantial
number of details to submit but somehow, they do not know the summary of the details.
Everything about the physical registration process is tedious, labour intensive, prone to
human mistake, not to mention expensive in terms of both insurance participants and agents
time and natural resources expended. Hence, as a result, the online registration system may
also assist agents in facilitating online assignment submission from anywhere, at any time,
and allowing them to retrieve insurance participants details and upload the query documents,
as well as provide online feedback. Implementing such a system has several advantages, the
most important of which is that it not only gives the functionality of submitting applications,
but it also provides a handy facility to assist agents in checking the details given, all within
the context of a web browser.

However, due to different characteristics among insurance participants and technology

features, both sides’ perspectives and technology factors may cause a large level of diversity
in insurance participant's acceptance of online registration methods. Our research will explore
the impact of a few potential decision factors, such as flexibility of time, technology
availability and perceived usefulness on the intention to use an online registration system
among insurance participants.

Flexibility of time (IV)

Coronavirus virus outbreak forces insurance participants, especially those in older

generations to adopt a new application method which is online registration. With
technological innovation, students now expect to be able to access high-quality programmes
from any place and any time. Aside from flexibility and accessibility, numerous other face
value benefits, such as programme selection and time efficiency, have increased the
attractiveness of distance learning (Wladis et al., 2015). With the availability of technology
and Internet connections around the world, online meeting and presentation is becoming
more and more crucial. Because of the new adaptation of the pandemic Covid 19, many
insurances company also started to implement on submitting their participants registration
through an online system.

With the invention of online registration, insurance participants can submit their application
or details anywhere and anytime if it does not exceed the due date that has been assigned. The
recent rise of ICT knowledge among insurance participants especially the younger generation
also helps the participants to execute and implement this new norm of application effectively.
According to H. Daniel et al (2012), ICT can be a vehicle to personalise learning, provide
access to information, provide flexibility regarding time, place, and pace of learning, and
enable collaboration and continued study even while working full time.

According to GibbsG. and Dunbat-GoddetH. (2007) Overall participants prefer long

submission deadlines, which allow them time to decide what to do and when. This is one of
the perks of online registration where usually the details submission due date often be
elongated to give insurance participants more time and give freedom to them to freely
manage their own time and space to complete the documents given.

Hypothesis 1: Flexibility of time have a positive relationship with The Resilience of

Online Registration Among Insurance Participants

Reduces Business Costs (IV)

There are numerous costs that can be considered to make sure the company continues to run.
They must consider costs from a variety of angles, including financial, time, logistical, and
management/operational expenses. As refer to Franscesca, Ans & Siri (2020), Waste
recovery is dependent on the creation of connections along the supply chain, so that actors
with goods at risk of becoming waste can transfer them to those who may be able to use them
as inputs or for their own consumption. Small and medium-sized enterprises (SMEs) should
be aware that utilizing traditional methods can be very time-consuming and expensive when
it comes to management. Instead of hiring additional staff to handle inventories, SMEs can
take advantage of this opportunity to create their own system and organize inventories more
effectively. As a result, using digital platforms might help them cut expenses associated with
running their firm. According to Rovira (2021), they serve to streamline processes and cut
costs, as well as reducing delivery times, improving logistics management, and capturing the
attention of consumers. It can avoid unnecessary trips that incur costs. This includes
transportation costs such as they can save on the trip costs while delivering items, also for
fuel that incur while doing marketing using public or private transport. According to Samuel
(2020), as companies move further into digital transformation, they gain an opportunity to
save even more because of greater efficiencies. This factor would not benefit only for the
Insurance agents and the companies itself, but it will be an advantage to the person covered
or participants as well. They do not have to get their money burn just to go to meet directly
for just a meeting.
Hypothesis II: There is a significant positive relationship between reducing business
costs and the resilience of online registration among Insurance Participants.

Perceived Usefulness (IV)

Perceived usefulness in one of the independent variables that I use in my research. According
to Davis (1986), perceived usefulness is defined as the degree to which people believe that
using certain technologies would enhance the performance of their work. Also, perceived
usefulness refers to users' perceptions of the experience's outcome, (Davis (1992). How the
perceived usefulness directly influences the resilience of online registration systems among
insurance participants?

Perceived usefulness somehow can be measured by fastness, time saving, effort saving, cost
reducing, and overall usefulness. The resilience of online registration systems among
insurance participants system may appear to be beneficial to participants in a variety of ways,
and it may also can strengthen administrative commitments at all insurance companies to
improve the efficiency and quality of Malaysia's insurance industry. However, citizens’
understanding especially for the older generation, and acceptance of this system are still at a
nascent stage. By using this system, insurance participants can submit details, query, and
even the questions, at any time and from any location, 24 hours a day, using an e-mail, an
application or a website developed by the respective companies, and later retrieve answered
questions and result through the web, rather than having to collect hard copies of the
documents.

Apart from that, manually submitting and collecting documents is tiresome and time-
consuming, and it used to take a significant amount of time and effort. Additionally, since we
don’t know either the person is infected by Corona virus or not, direct contact might cause
the virus to spread since the virus can spread from an infected person’s mouth or nose in
small droplets when they cough, sneeze, speak, sing, or breathe which is something really
need to be avoided. People may also become infected by touching their mouth, nose, or eyes
after meeting contaminated surfaces that contain the virus. As a result, by utilizing an online
registration system, the assignment can now be completed without the need to going out to
see the person in person in the same location.
Hypothesis III: There is a significant positive relationship between perceived usefulness
and the resilience of online registration among Insurance Participants.

Desire of Business Success with Convenience of Online Business Registration

Having to submit everything online can be seen as the advantage too for the insurance
company and their agent. Since they do not have to meet the participant specifically offline
and face to face, this is the advantage to attract more potential customers to start enrolling the
medical or life insurance plan.

Hypothesis IV: There is a significant positive relationship between desire of business

Success with Convenience of Online Business Registration

and the resilience of online registration among Insurance Participants.

THEORETICAL FRAMEWORK

METHODOLOGY
This study was conducted using a quantitative method that used questionnaires as an
instrument to collect the data. Our objective is we want to assist the reader in assessing the
overall validity and dependability of the study. The questionnaire was constructed using
Google Forms because it seemed quite easy to build the questionnaire and it is the easiest
way to reach our respondents. This questionnaire was then distributed to the insurance
participants in Kuala Lumpur through social media such as WhatsApp, Twitter, Instagram,
Telegram and Facebook to collect data about insurance participants perceptions of online
registration via web-based technology.

The questionnaire was divided into three sections which are Section A, Section B and Section
C. The total of questions is 29 questions. The first section is section A consists of
demographic information such as gender, age, marital status, academic program, and race.
Section B has three sections consisting of data such as flexibility of time, perceived
usefulness, and technology availability. Section C contains six questions regarding insurance
participants’ intention about the resilience of online registration.

All questions in Section B and Section C involve Likert type statements (1 - strongly
disagree, 2 - disagree, 3 - neutral, 4 - agree, and 5 - strongly agree). According to Krejcie and
Morgan's table (1970), 384 respondents are required for the sampling size in our research.

The Variable The Item Source

Have you tried to use online registration for applying
insurance? (Rashad , Edres, &
Do you like using online registration? Seyedi, 2011)
I can be empowered to make decisions about how I use (Anam , et al.,
Flexibility of
my time. 2020)
Time
Online registration can motivate me to be more flexible in (Hamdan, Hj
time management. Kassim, & Lai,
I can arrange my time more flexibly to submit my details 2021)
and documents by resilient an online registration
I believe that online registration of application is more
(Falaki, et al.,
Reduce
convenient for insurance participants
2010)
Business Cost
(Ganne, Najeeb,
I can reduce the cost of paper when submitting my
 registration online.
I believe that online registration can save forests and
environment
As we will have to live with Covid-19 for a longer period,
submitting registration online can help me to minimize
Chaitanya, Sharma,
the risk of transmission
& Krishnappa,
I believe that online registration can reduce both agents
2020)
and insurance participants effort from going out to submit
(Wang, Park, &
the documents in person.
Fesenmaier, 2011)
I find technology availability for online registration is
easy to use
Using technology availability can help me as the
insurance participants and the agent to accomplish the (Babić, Sotgiu,
task quickly together. Valck, & Bijmolt,
Perceived of
Technology availability can help me to submit online 2015)
usefulness
registration on the time (Moshref Javadi,
I was very satisfied using technology availability for Dolatabadi,
online registration because it really eases my work Nourbakhsh,
I can submit my registration at any time and from any Poursaeedi, &
location. Asadollahi, 2012)
I can be more successful with optimizing the use of online
registration
Desire of (Rashad, Edres, &
Online registration saves lots of my time, cost, and
Business Seyedi, 2011)
energy.
Success with (Anam , et al.,
I am very confident that I can success well with resilience
Convenience 2020)
of online registration
of Online (Hamdan, Hj
It is better to use online registration to be success in
Business Kassim, & Lai,
business
Registration 2021)
Pandemics are the reason why I start thinking that online
registration will help business to be more successful
The resilience Online registration is very important towards its resilience (Khai, Onn,
of online among insurance participants Zulkifli,
registration Kandasamy, &
Online registration is now common towards its resilience
 among insurance participants
Online registration is growing rapidly towards its
resilience among insurance participants
It is very easy to use online registration towards it
among Ahmad, 2020)
resilience among insurance participants
insurance
I will keep using online registration as a method to submit
participants
my online insurance registration

Construct Measurement

A quantitative method was used to analyse the predictor. This research project collects data
via an online questionnaire. The questionnaire model includes Flexibility of Time, Reduce
Business Cost, Perceived of Usefulness, Desire of Business Success with convenience of
online business registration, and the resilience of online registration among insurance
participants with 25 measurement items. The measurements were evaluated using a five-point
Likert-type scale, where respondents may indicate how much they agreed or disagreed,
ranging from "strongly disagree" (1) to "strongly agree" (5). To improve clarity and
precision, the questionnaires have been modified in response to information provided by
respondents. Sample and Information Gathering The study's defined demographic comprises
those who utilize e-commerce platforms. Residents of Malaysia who have utilized an e-
commerce platform make up the study's sample. Probability sampling, also referred to as a
simple random sample, was employed in this study. Google Forms was the data collection
technology used. Websites and social media platforms were used to disseminate the Google
Form's shortened URLs.
 FINDINGS

Part A: Demographic

Descriptive analysis can be defined as the process of translating a sample of data into a
source of info that can be clearly explained and comprehended; it is also a pre-statistical
analysis. In addition, the total statistics of the respondent's data samples were analysed using
descriptive statistics frequencies.

Variable (Indicator) Frequency Percentage %

Male 75 45.2
Gender
Female 91 54.8

19 to 24 years old 50 30.1

25 to 34 years old 44 26.5
Age 35 to 44 years old 45 27.1
45 to 54 years old 20 12.0
55 years old and older 6 3.0

Primary School 11 6.6

High School Graduate 21 12.7
Bachelor’s degree 49 29.5
Education Background
Associate degree 35 21.1
Master’s degree 37 22.3
PHD Degree 13 7.8

Level of Smoking Light Smoker 14 8.4

Occasional Smoker 34 20.5
Neutral 49 29.5
 Ex Smoker 33 19.9
Heavy Smoker 36 21.7

Great Eastern Takaful 80 48.2

Zurich Takaful 11 6.6
Company Prudential 27 16.3
FWD Takaful 20 12.0
AIA Takaful Berhad 28 16.9

A total of 176 people were surveyed, with 75 male (45.2%) and 91 female (54.8%). Table 2
also shows five age groups, each with a distinct age range. There are 50 respondents (30.1%)
who are between the ages of 19 and 24, followed by 44 respondents (26.5%) who are
between the ages of 25 and 34, and 45 respondents (26.5%) who are between the ages of 35
and 44 older. There are five levels of education to choose from. 11 people (6.6%) answered
the survey in primary school, 21 respondents (12.7%) with Highschool Graduate background,
Followed by 49 respondents (29.5%) with a bachelor’s degree, then 37 respondents (22.3%)
with a Master/Postgraduate Background and finally 13 respondents (7.8%) each with a PhD
Background. Moreover, in terms of the employment status of respondents, 18 people (10.8%)
are not employed, then 44 people (26.5%) are student, followed by 47 respondents (28.3%)
are self-employed, and lastly, 57 respondents (34.3%) are employee. 14 respondents (8.4%)
polled in the light smoker category, followed by 34 respondents (20.5%) of those polled in
the Occasional smoker category, continued by 49 respondents (29.5%) of those polled in
neutral category, 33(19.9%) in the ex-smoker category and lastly, 36 respondents of those
polled in the heavy smoker category (21.7%) Regarding the company of the respondents has
subscribed, 80 respondents (48.2%) are from Great Eastern Takaful Company, 11
respondents (6.6%) are from Zurich Takaful, 27 of them (16.3%) are from Prudential, 20
(12.0%) from FWD Takaful, and finally 28 respondents from AIA Takaful Berhad (16.9%).

Age**Company Crosstabulation
Great Eastern Zurich FWD
Age Range Prudential
Takaful Takaful Takaful
19 to 24 years old 36 3 5 4
25 to 34 years old 18 0 9 3
 35 to 44 years old 17 0 8 8
45 to 54 years old 9 2 4 5
55 years old and older 0 6 0 0
Total 80 11 26 20
Occupation * Gender Crosstabulation
Gender
Count Male Female Total
No Occupation 11 7 18
Student 15 29 44
Occupation
Self Employed 7 40 47
Employee 42 15 57
Total 75 91 166

Part B: SmartPLS Results

A proposed model determined that 25 measurement items, with a given range of 0.857 to
0.978, were valid and significant measurement variables. The Factor Loading should be
higher than 0.5 to indicate the item effect towards the dependent variable. The structural
analysis also provided the Path Coefficients and R-Square.
 The Factor
The Variable Item The Descriptions Loading
Have you tried to use online registration for
A1 0.943
applying insurance?
A2 Do you like using online registration? 0.901
I can be empowered to make decisions about how
A3 0.899
Flexibility of I use my time.
Time Online registration can motivate me to be more
A4 0.854
flexible in time management.
I can arrange my time more flexibly to submit my
A5 details and documents by resilient an online 0.929
registration
I believe that online registration of application is
B1 0.934
more convenient for insurance participants
I can reduce the cost of paper when submitting
B2 0.895
my registration online.
I believe that online registration can save forests
B3 0.917
Reduce and environment
Business Cost As we will have to live with Covid-19 for a
B4 longer period, submitting registration online can 0.87
help me to minimize the risk of transmission
I believe that online registration can reduce both
B5 agents and insurance participants effort from 0.923
going out to submit the documents in person.
Perceived of I find technology availability for online
C1
usefulness registration is easy to use 0.91
Using technology availability can help me as the
C2 insurance participants and the agent to
accomplish the task quickly together. 0.880
Technology availability can help me to submit
C3
online registration on the time 0.934
C4 I was very satisfied using technology availability 0.872
for online registration because it really eases my
 work
I can submit my registration at any time and from
C5
any location. 0.908
I can be more successful with optimizing the use
D1 0.899
of online registration
Desire of Online registration saves lots of my time, cost,
D2 0.921
Business and energy.
Success with I am very confident that I can success well with
D3 0.892
Convenience resilience of online registration
of Online It is better to use online registration to be success
D4 0.895
Business in business
Registration Pandemics are the reason why I start thinking that
D5 online registration will help business to be more 0.874
successful
Online registration is very important towards its
E1 0.936
resilience among insurance participants
The resilience Online registration is now common towards its
E2 0.937
of online resilience among insurance participants
registration Online registration is growing rapidly towards its
E3 0.903
among resilience among insurance participants
insurance It is very easy to use online registration towards
E4 0.857
participants its resilience among insurance participants
I will keep using online registration as a method
E5 0.912
to submit my online insurance registration

Independent Variables Cronbach's alpha

Flexibility of Time 0.945
Perceived of Usefulness 0.942
Reduce Business Cost 0.947
Desire of Business Success with Convenience of Online
Business Registration 0.919

The Resilience of Online Registration among 0.947

 Insurance Participants

Cronbach Alpha is very important to determine the items' validity and realism. Items are
considered valid when their value reach and larger than 0.7. To make evaluation, if the results
are credible, Cronbach Alpha is used. Based on Table 6, all variables, Flexibility of Time,
Reduce Business Cost, Perceived Usefulness, Desire of Business Success with Convenience
of Online Business Registration, The Resilience of Online Registration among

Insurance Participants are bigger than 0.7. Because of this, we can conclude that all three
elements have a higher Growing of E-Commerce Platforms within New Norm.

DISCUSSION

The result interpreted those positive factors impacted The Resilience of Online Registration
among Insurance Participants. This research intends to identify the relationship between The
Resilience of Online Registration among Insurance Participants with flexibility of time,
reduce business cost, perceived usefulness, and desire of business success with convenience
of online business registration. The surveys were done by using a quantitative approach
(Google Form) and in addition, the data gathered were examined using the SPSS and Smart
PLS. As a result, correlation, reliability, and regression analysis between The Resilience of
Online Registration among Insurance Participants with flexibility of time, reduce business
cost, perceived usefulness, and desire of business success with convenience of online
business registration can be generated.

i)Flexibility of Time

This variable supports the hypothesis mentioned as it has a significant relationship

between flexibility of time and The Resilience of Online Registration among Insurance
Participants. Flexibility of time plays an important role for the respondents to adopt online
registration platforms. Most of them prefer this because it was easier to access through online
registration platforms. This can be supported with research by McBrien (2021), mentioning
that rapid developments in technology have made distance education easy because of having
access to a network-connected computer, which makes it possible to turn in the assignment at
any time or place. Students are inspired to work on making their online submissions better as
a result.
ii)Reduce Business Cost

Next, reduced business costs are at good reliability with 0.947. The Cronbach’s Alpha
reliability range interpretation, (0.7 < 0.8) which at good reliability. The hypothesis testing is
accepted and in moderate relationship with 0.355. Therefore, the coefficient variable has
significant value. Reduce business costs are accepted in this research as the independent
variables. According to Samuel (2020), as companies move further into digital
transformation, they gain an opportunity to save even more because of greater efficiencies.
Consequently, H2 is accepted and has a positive relationship with The Resilience of Online
Registration among Insurance Participants.

iii)Perceived Usefulness

Furthermore, another interesting point is perceived usefulness which explains that this study
found there is a significant relationship between perceived usefulness and The Resilience of
Online Registration among Insurance Participants. There is a positive effect of perceived
usefulness on The Resilience of Online Registration among Insurance Participants. The
correlation analysis stated 0.942, means that the relationship is high and accepted. Also, there
is positively correlated between perceived usefulness and the resilience of online registration
among Insurance Participants. According to the respondents, the most crucial element in
implementing online submission at all Kuala Lumpur universities was the perceived helpful
variable. The definition of perceived usefulness, according to Mudambi (2010), is "a measure
of perceived value in the purchase decision-making process." Stated differently, students
express more satisfaction with the perceived usefulness of online submission due to the ease
of use and better ordered course arrangement.
 CONCLUSION

This paper intends to investigate elements that influence most to The Resilience of Online
Registration among Insurance Participants. There are four variables chosen which are
flexibility of time, reduce business cost, perceived usefulness, and desire of business success
with convenience of online business registration to examine the relationship on The
Resilience of Online Registration among Insurance Participants. The data was collected
through simple random sampling and managed to gain about 176 respondents. The data
analysis was made through SPSS and Smart PLS software.

Based on outcome gained from the research, reduce business cost is the most influential
factor toward intention to The Resilience of Online Registration among Insurance
Participants. However, all the independent variables chosen for the study show a positively
significant effect on The Resilience of Online Registration among Insurance Participants.
Consequently, we know that for now we have tons of Covid 19 cases that comeback to us this
year. As an improvement to ensure The Resilience of Online Registration among Insurance
Participants Technology has changed the way agent and participants communicate well. Not
only benefits the participants to make themselves easier, but this also help agents and
companies as well.
In the future studies, researchers may concentrate on consumers in rural areas having limited
access to technology adoption on online registration.

RECOMMENDATION
At this era of recovering, the pandemic Covid 19’s Recovery is everyone's effort towards the
new normal. Therefore, the recommendation to the government is to educate Malaysians on
register their insurance through online application as they still need to be covered just in case
anything happen to them. Agents also must be alerted with any changing that needs to be
done such as the requirement needed to stay active and make sure all the clients will accept
the rules and regulations clear and properly. The government may also support or encourage
the netizen that has not been covered yet by insurance to be aware of this importance of
having at least one policy.
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