本文選題：農(nóng)村小額保險(xiǎn) + 服務(wù)質(zhì)量��； 參考：《中南林業(yè)科技大學(xué)》2013年碩士論文

【摘要】：本研究首先介紹昆明地區(qū)農(nóng)村小額人身保險(xiǎn)昆明市農(nóng)村小額人身保險(xiǎn)目前開展情況,包括參與推廣的商業(yè)保險(xiǎn)公司,保險(xiǎn)公司推廣策略,銷售產(chǎn)品和保障責(zé)任,保險(xiǎn)公司的銷售模式和保險(xiǎn)公司的經(jīng)營(yíng)管理。通過對(duì)發(fā)展情況的梳理對(duì)商業(yè)保險(xiǎn)公司拓展農(nóng)村小額人身保險(xiǎn)市場(chǎng)的過程中服務(wù)存在的問題分析,總結(jié)出目前存在的主要問題有：保險(xiǎn)產(chǎn)品較少,保障責(zé)任單一,尚無法滿足農(nóng)村人群的實(shí)際需求；商業(yè)保險(xiǎn)公司銷售人員專業(yè)素質(zhì)和水平有待進(jìn)一步提升；各項(xiàng)售前、售中和售后服務(wù)速度還不能盡如人意；沒有真正形成統(tǒng)一的服務(wù)標(biāo)準(zhǔn)和要求；銷售人員流動(dòng)性較大增加了為客戶提供優(yōu)質(zhì)服務(wù)的難度。 通過對(duì)問題的分析,本研究總結(jié)出農(nóng)村小額人身保險(xiǎn)服務(wù)質(zhì)量的影響因素,包括以下五點(diǎn)：保險(xiǎn)險(xiǎn)種豐富且適應(yīng)農(nóng)村市場(chǎng)需求,服務(wù)快捷而且效率高,有統(tǒng)一標(biāo)準(zhǔn)的服務(wù)體系,從業(yè)人員能夠提供專業(yè)化服務(wù)和服務(wù)具有持續(xù)性。 據(jù)此本研究設(shè)計(jì)調(diào)查問卷進(jìn)行實(shí)證研究,設(shè)計(jì)出有20個(gè)題項(xiàng)的農(nóng)村小額人身保險(xiǎn)服務(wù)質(zhì)量測(cè)量量表,發(fā)放問卷調(diào)查表200份,回收有效問卷167份,通過因子分析提煉五個(gè)服務(wù)質(zhì)量因子,分別為：適用性、效率、標(biāo)準(zhǔn)化、專業(yè)化和持續(xù)性。之后使用結(jié)構(gòu)方程模型對(duì)服務(wù)質(zhì)量因子的影響力進(jìn)行排序,得到排序結(jié)果為適用性效率標(biāo)準(zhǔn)化專業(yè)化持續(xù)性。 在實(shí)證研究的基礎(chǔ)上,本論文對(duì)商業(yè)保險(xiǎn)公司改進(jìn)農(nóng)村小額人身保險(xiǎn)服務(wù)質(zhì)量提出指導(dǎo)建議：進(jìn)一步提高產(chǎn)品的適用性,擴(kuò)大保障范圍；全面加強(qiáng)專業(yè)化建設(shè),提高銷售人員專業(yè)素養(yǎng)和能力；努力改善服務(wù)效率,打造簡(jiǎn)便快捷的全流程服務(wù)；規(guī)范服務(wù)內(nèi)容,建立統(tǒng)一的服務(wù)體系；建立持續(xù)服務(wù)機(jī)制,確保各項(xiàng)服務(wù)長(zhǎng)久健康。
[Abstract]:This study first introduces the current situation of rural micro-personal insurance in Kunming, including the commercial insurance companies involved in the promotion, the promotion strategy of insurance companies, the sale of products and the responsibility of protection. The sales model of the insurance company and the management of the insurance company. Based on the analysis of the problems existing in the service of commercial insurance companies in the process of developing the rural small personal insurance market, the main problems are summarized as follows: fewer insurance products, a single responsibility for protection, The professional quality and level of sales personnel of commercial insurance companies need to be further improved, and the speed of sales and after-sales service before the sale is still not satisfactory. There is no real uniform service standards and requirements; the mobility of sales personnel increases the difficulty of providing quality services to customers. Through the analysis of the problems, this study summarizes the influencing factors of the rural small personal insurance service quality, including the following five points: the insurance coverage is abundant and adapt to the rural market demand, the service is fast and efficient, and there is a unified standard service system. Practitioners are able to provide professional services and services that are sustainable. Based on this, the questionnaire was designed to carry out empirical research, and 20 items were designed to measure the quality of rural small personal insurance service, 200 questionnaires were issued, 167 valid questionnaires were collected. Through factor analysis, five service quality factors are extracted: applicability, efficiency, standardization, specialization and persistence. Then the influence of service quality factor is sorted by structural equation model, and the result of ranking is applicability, efficiency, standardization, specialization and persistence. On the basis of empirical research, this paper provides guidance and suggestions for commercial insurance companies to improve the service quality of small personal insurance in rural areas: to further improve the applicability of products, to expand the scope of protection, to strengthen the construction of specialization in an all-round way. Improve the professional quality and ability of sales personnel; strive to improve service efficiency, create a simple and fast whole process service; standardize the service content, establish a unified service system; establish a continuous service mechanism to ensure the health of all services for a long time.
【學(xué)位授予單位】：中南林業(yè)科技大學(xué)
【學(xué)位級(jí)別】：碩士
【學(xué)位授予年份】：2013
【分類號(hào)】：F842.62;F323.89

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