發(fā)布時(shí)間：2018-04-01 14:26

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

【摘要】：近十幾年來(lái),隨著我國(guó)加入世界貿(mào)易組織(WTO),我國(guó)經(jīng)濟(jì)發(fā)展日益與國(guó)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(mǎn)足,繼而個(gè)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(xiǎn)行業(yè)得到快速發(fā)展,特別是占比比較高的汽車(chē)保險(xiǎn)行業(yè)發(fā)展迅速。但是,由于車(chē)險(xiǎn)保險(xiǎn)行業(yè)發(fā)展太過(guò)迅速,市場(chǎng)發(fā)展不是很成熟,不實(shí)宣傳營(yíng)銷(xiāo)、價(jià)格惡性競(jìng)爭(zhēng)等等,反而作為保險(xiǎn)公司競(jìng)爭(zhēng)的核心部分——理賠環(huán)節(jié),未得到足夠重視。理賠客戶(hù)滿(mǎn)意度直接影響客戶(hù)后期對(duì)保險(xiǎn)續(xù)保的選擇;理賠客戶(hù)滿(mǎn)意度也影響到公司品牌形象的建立和維護(hù),所以,保險(xiǎn)理賠服務(wù)客戶(hù)滿(mǎn)意度是制約公司客戶(hù)量的關(guān)鍵性因素。如何提升客戶(hù)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(hù)的關(guān)注,提升客戶(hù)對(duì)公司的滿(mǎn)意度是財(cái)產(chǎn)保險(xiǎn)行業(yè)切實(shí)關(guān)注的問(wèn)題,只有把握住客戶(hù)需求的變化,持續(xù)滿(mǎn)足客戶(hù)對(duì)公司的預(yù)期要求,并不斷提升自身的服務(wù)水平,以客戶(hù)為中心,提高公司的競(jìng)爭(zhēng)力才是企業(yè)贏得市場(chǎng)的根本。本文選擇以國(guó)壽財(cái)險(xiǎn)S分公司理賠客戶(hù)為研究對(duì)象,首先通過(guò)對(duì)國(guó)內(nèi)外相關(guān)文獻(xiàn)研究歸納總結(jié)了客戶(hù)滿(mǎn)意和客戶(hù)滿(mǎn)意度及特征,根據(jù)對(duì)基本理論的梳理,及國(guó)際上比較常用的幾種滿(mǎn)意度測(cè)評(píng)模型進(jìn)行分析比較;在此基礎(chǔ)上結(jié)合財(cái)險(xiǎn)行業(yè)發(fā)展模式及國(guó)壽財(cái)險(xiǎn)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(hù)滿(mǎn)意度的測(cè)量模型,提出了影響理賠服務(wù)滿(mǎn)意度的六大因素:客戶(hù)期望、質(zhì)量感知、價(jià)值感知、客戶(hù)滿(mǎn)意、客戶(hù)抱怨、客戶(hù)忠誠(chéng);然后提出和設(shè)計(jì)了國(guó)壽財(cái)險(xiǎn)S分公司客戶(hù)滿(mǎn)意度評(píng)測(cè)指標(biāo)。再次,以國(guó)壽財(cái)險(xiǎn)S分公司有過(guò)出險(xiǎn)記錄的客戶(hù)為調(diào)查群體,通過(guò)與分公司理賠管理部各部門(mén)主任、主管和分公司客服部主管及各支公司部門(mén)負(fù)責(zé)人商榷結(jié)合參考資料和國(guó)壽財(cái)險(xiǎn)理賠特點(diǎn),總結(jié)出符合理賠特征的問(wèn)題補(bǔ)充到指標(biāo)評(píng)價(jià)體系的四級(jí),最終擬定出具體詳細(xì)的調(diào)查問(wèn)卷。通過(guò)公司內(nèi)部數(shù)據(jù)報(bào)表提取理賠完的客戶(hù)直接問(wèn)卷調(diào)查和進(jìn)行電話(huà)隨機(jī)回訪(fǎng)調(diào)查,得出有效數(shù)據(jù)。在對(duì)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(guó)壽財(cái)險(xiǎn)S分公司理賠服務(wù)滿(mǎn)意度的對(duì)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(jí)別】：碩士
【學(xué)位授予年份】：2017
【分類(lèi)號(hào)】：F842.3

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