本文選題：財(cái)產(chǎn)保險理賠　切入點(diǎn)：客戶滿意度　出處：《東華大學(xué)》2017年碩士論文

【摘要】：近十幾年來,隨著我國加入世界貿(mào)易組織(WTO),我國經(jīng)濟(jì)發(fā)展日益與國際接軌,人們生活和收入水平得到大幅度提升,物質(zhì)生活不斷得到滿足,繼而個人私有財(cái)產(chǎn)的安全也逐漸提升到人們關(guān)注的焦點(diǎn)上,這就使得財(cái)產(chǎn)保險行業(yè)得到快速發(fā)展,特別是占比比較高的汽車保險行業(yè)發(fā)展迅速。但是,由于車險保險行業(yè)發(fā)展太過迅速,市場發(fā)展不是很成熟,不實(shí)宣傳營銷、價格惡性競爭等等,反而作為保險公司競爭的核心部分——理賠環(huán)節(jié),未得到足夠重視。理賠客戶滿意度直接影響客戶后期對保險續(xù)保的選擇;理賠客戶滿意度也影響到公司品牌形象的建立和維護(hù),所以,保險理賠服務(wù)客戶滿意度是制約公司客戶量的關(guān)鍵性因素。如何提升客戶服務(wù)的理念,探討和摸索出更加正確的服務(wù)策略吸引客戶的關(guān)注,提升客戶對公司的滿意度是財(cái)產(chǎn)保險行業(yè)切實(shí)關(guān)注的問題,只有把握住客戶需求的變化,持續(xù)滿足客戶對公司的預(yù)期要求,并不斷提升自身的服務(wù)水平,以客戶為中心,提高公司的競爭力才是企業(yè)贏得市場的根本。本文選擇以國壽財(cái)險S分公司理賠客戶為研究對象,首先通過對國內(nèi)外相關(guān)文獻(xiàn)研究歸納總結(jié)了客戶滿意和客戶滿意度及特征,根據(jù)對基本理論的梳理,及國際上比較常用的幾種滿意度測評模型進(jìn)行分析比較;在此基礎(chǔ)上結(jié)合財(cái)險行業(yè)發(fā)展模式及國壽財(cái)險S分公司理賠自身的特點(diǎn),選擇了適合于其自身研究客戶滿意度的測量模型,提出了影響理賠服務(wù)滿意度的六大因素:客戶期望、質(zhì)量感知、價值感知、客戶滿意、客戶抱怨、客戶忠誠;然后提出和設(shè)計(jì)了國壽財(cái)險S分公司客戶滿意度評測指標(biāo)。再次,以國壽財(cái)險S分公司有過出險記錄的客戶為調(diào)查群體,通過與分公司理賠管理部各部門主任、主管和分公司客服部主管及各支公司部門負(fù)責(zé)人商榷結(jié)合參考資料和國壽財(cái)險理賠特點(diǎn),總結(jié)出符合理賠特征的問題補(bǔ)充到指標(biāo)評價體系的四級,最終擬定出具體詳細(xì)的調(diào)查問卷。通過公司內(nèi)部數(shù)據(jù)報表提取理賠完的客戶直接問卷調(diào)查和進(jìn)行電話隨機(jī)回訪調(diào)查,得出有效數(shù)據(jù)。在對數(shù)據(jù)整理和錄入后,利用SPSS軟件進(jìn)行統(tǒng)計(jì)分析,并驗(yàn)證研究提出的假設(shè)。最后提出提高國壽財(cái)險S分公司理賠服務(wù)滿意度的對策建議。
[Abstract]:In the past ten years, with China's entry into the World Trade Organization (WTO), China's economic development is increasingly in line with international standards, people's living and income levels have been greatly improved, and their material lives have been continuously satisfied. Subsequently, the safety of personal private property is gradually raised to the focus of attention, which makes the property insurance industry develop rapidly, especially the automobile insurance industry, which has a relatively high proportion. However, Because the auto insurance industry is developing too quickly, the market is not very mature, the marketing is not real, the price is vicious competition, and so on. Instead, it is the core part of the insurance company's competition-settlement of claims. Claim customer satisfaction directly affects the choice of insurance renewal in the later period; claims customer satisfaction also affects the establishment and maintenance of the company's brand image, so, The customer satisfaction of insurance claim service is the key factor to restrict the customer quantity. How to improve the concept of customer service, explore and explore a more correct service strategy to attract customer attention, To improve customer satisfaction is the real concern of the property insurance industry. Only grasp the change of customer demand, continuously meet the expectations of customers, and constantly improve their own service level, customer-centered, To improve the competitiveness of the company is the fundamental to win the market. This paper chooses the national life insurance S branch claims as the research object. Firstly, it summarizes customer satisfaction and customer satisfaction and characteristics through the domestic and foreign related literature research. According to the carding of the basic theory, and the analysis and comparison of several kinds of satisfaction evaluation models commonly used in the world, and combining with the development mode of the property insurance industry and the characteristics of the property insurance S branch of China Insurance Company, This paper selects a measurement model suitable for its own research on customer satisfaction, and puts forward six factors that affect the satisfaction of claims service: customer expectation, quality perception, value perception, customer satisfaction, customer complaint, customer loyalty; Then put forward and design the evaluation index of customer satisfaction of China State Insurance S Branch. Thirdly, taking the clients of China Insurance S branch with a record of risk as a survey group, through dealing with the head of each department of compensation management of the branch, The supervisor, the head of the customer service department of the branch company and the head of the department of each branch company discuss the characteristics of the reference materials and the property insurance claims of Guoshou, and sum up the problems that accord with the characteristics of the settlement claim and add to the four levels of the index evaluation system. Finally draw out the specific and detailed questionnaire. Through the internal data report of the company to extract the customer's direct questionnaire and carry on the telephone random return survey, get the valid data. After the data collation and input, The statistical analysis is carried out by using SPSS software, and the hypothesis of the study is verified. Finally, the countermeasures and suggestions to improve the satisfaction degree of claim settlement service in China Insurance S Branch are put forward.
【學(xué)位授予單位】：東華大學(xué)
【學(xué)位級別】：碩士
【學(xué)位授予年份】：2017
【分類號】：F842.3

【參考文獻(xiàn)】

相關(guān)期刊論文 前10條

1 程豪;易丹輝;;客戶滿意度在中國保險業(yè)的科學(xué)性研究[J];現(xiàn)代管理科學(xué);2016年01期

2 沈蕾;;美國車險理賠及其啟示[J];上海保險;2013年06期

3 翁向東;;巧用回頭客營銷,低成本創(chuàng)建高端品牌[J];中小企業(yè)管理與科技(中旬刊);2013年02期

4 張海嬰;王姝;張蓓;石鐵煉;;標(biāo)準(zhǔn)服務(wù)領(lǐng)域顧客滿意度研究[J];品牌與標(biāo)準(zhǔn)化;2012年04期

5 顧平;馬自駒;;基于企業(yè)社會責(zé)任理論顧客滿意度模型的研究[J];價值工程;2012年01期

6 汪飛燕;李祖武;;服務(wù)型企業(yè)顧客滿意度的影響因素及影響過程模型[J];統(tǒng)計(jì)與決策;2010年13期

7 王傳美;童恒慶;魯耀斌;;顧客滿意心理對企業(yè)利潤的貢獻(xiàn)率研究[J];應(yīng)用數(shù)學(xué);2009年01期

8 陸娟;;顧客滿意與顧客忠誠關(guān)系中的調(diào)節(jié)因素研究——來自北京服務(wù)業(yè)的實(shí)證分析[J];管理世界;2007年12期

9 曹禮和;;顧客滿意度理論模型與測評體系研究[J];湖北經(jīng)濟(jì)學(xué)院學(xué)報;2007年01期

10 Claes Fornell,劉金蘭,康鍵,白寅;美國顧客滿意度指數(shù)[J];管理學(xué)報;2005年04期

相關(guān)碩士學(xué)位論文 前4條

1 范寶玉;越南航空公司客戶滿意度研究[D];東華大學(xué);2014年

2 聶旭;中國民用商業(yè)航空公司客戶滿意度研究[D];華東理工大學(xué);2012年

3 劉明;中國移動四川廣安分公司客戶滿意度研究[D];電子科技大學(xué);2011年

4 周宇亮;上海浦東發(fā)展銀行長春分行個人客戶滿意度調(diào)查分析[D];吉林大學(xué);2010年

，

本文編號：1695977