本文選題：車險(xiǎn)理賠 + 服務(wù)質(zhì)量��； 參考：《云南大學(xué)》2014年碩士論文

【摘要】：近幾年,隨著我國(guó)汽車市場(chǎng)的發(fā)展,汽車保有量不斷增加,機(jī)動(dòng)車保險(xiǎn)成為財(cái)產(chǎn)保險(xiǎn)公司經(jīng)營(yíng)的重要險(xiǎn)種,直接關(guān)系著財(cái)產(chǎn)險(xiǎn)保險(xiǎn)公司保費(fèi)收入和市場(chǎng)占有率。但同時(shí)隨著機(jī)動(dòng)車保險(xiǎn)業(yè)務(wù)規(guī)模的不斷擴(kuò)大和消費(fèi)者維權(quán)意識(shí)的不斷提高,保險(xiǎn)公司的競(jìng)爭(zhēng)也日益加劇。目前“理賠難”、“服務(wù)同質(zhì)化”的問(wèn)題也日益突出,客戶服務(wù)問(wèn)題逐漸成為財(cái)產(chǎn)險(xiǎn)公司發(fā)展的制約因素,這就要求保險(xiǎn)公司能從客戶角度出發(fā),提升公司服務(wù)水平,提高客戶滿意度。從機(jī)動(dòng)車險(xiǎn)經(jīng)營(yíng)的環(huán)節(jié)來(lái)看,車險(xiǎn)理賠尤為重要,這一環(huán)節(jié)服務(wù)的好壞,體現(xiàn)了公司的服務(wù)質(zhì)量,直接影響客戶滿意度,從而決定了客戶的忠誠(chéng)度和重復(fù)投保率,所以車險(xiǎn)理賠服務(wù)質(zhì)量提升成為各家保險(xiǎn)公司關(guān)注的焦點(diǎn)。 本文著眼于M財(cái)險(xiǎn)保險(xiǎn)公司云南分公司的車險(xiǎn)理賠服務(wù),運(yùn)用理論和實(shí)證結(jié)合的方法。首先對(duì)客戶滿意度理論體系學(xué)習(xí)和探索,并對(duì)該理論體系和車險(xiǎn)理賠服務(wù)相關(guān)理論進(jìn)行相應(yīng)的介紹；其次介紹M財(cái)險(xiǎn)保險(xiǎn)公司云南分公司的車險(xiǎn)理賠服務(wù)現(xiàn)狀；再次,通過(guò)運(yùn)用客戶滿意度測(cè)評(píng)體系對(duì)公司目前的車險(xiǎn)理賠服務(wù)情況進(jìn)行評(píng)價(jià),分析目前理賠服務(wù)滿意度低的因素,從而尋找公司車險(xiǎn)理賠服務(wù)的一些問(wèn)題；最后針對(duì)分析的理賠服務(wù)的問(wèn)題,比如理賠流程復(fù)雜、條款理解程度低、產(chǎn)品價(jià)格競(jìng)爭(zhēng)力低、客戶忠誠(chéng)度低等問(wèn)題,針對(duì)地提出了一些改善意見(jiàn)和建議。本文為首次運(yùn)用客戶滿意度測(cè)評(píng)體系對(duì)筆者所在的M財(cái)產(chǎn)保險(xiǎn)公司云南分公司進(jìn)行測(cè)評(píng),研究結(jié)果一方面可以對(duì)公司提升客戶滿意的相關(guān)措施做效果評(píng)估,另一方面所提供的意見(jiàn)和建議能為M財(cái)險(xiǎn)保險(xiǎn)公司云南分公司服務(wù)提升提供參考。
[Abstract]:In recent years, with the development of the automobile market in our country, the amount of automobile ownership has been increasing. Motor vehicle insurance has become an important kind of insurance for property insurance companies, which is directly related to the insurance premium income and market share of property insurance companies.But at the same time, with the expansion of the scale of motor vehicle insurance business and the increasing awareness of consumer rights protection, the competition of insurance companies is increasingly intensified.At present, the problems of "difficult to settle claims" and "homogeneity of service" are also increasingly prominent. The problem of customer service has gradually become a constraint factor for the development of property insurance companies. This requires insurance companies to upgrade their service level from the perspective of customers.Improve customer satisfaction.From the aspect of motor vehicle insurance management, auto insurance claims settlement is particularly important. The service quality of this link reflects the service quality of the company, directly affects customer satisfaction, and thus determines the customer loyalty and repeat insurance rate.Therefore, the quality of auto insurance claims service has become the focus of attention of insurance companies.This paper focuses on the auto insurance claim service of M property insurance company Yunnan Branch, and applies the method of combining theory and practice.First of all, to study and explore the theoretical system of customer satisfaction, and to introduce the theory system and related theories of auto insurance settlement services; secondly, to introduce the current situation of M property insurance company Yunnan Branch auto insurance claims service; again,Through the application of customer satisfaction evaluation system to evaluate the current car insurance claims service, analyze the current low satisfaction factors of claims service, so as to find some problems of the company auto insurance settlement service;Finally, aiming at the problems of the analysis of claim service, such as complex claim process, low understanding of terms, low competitiveness of product price, low customer loyalty, and so on, some suggestions and suggestions are put forward.This paper is the first time to use the customer satisfaction evaluation system to evaluate the M property insurance company Yunnan Branch. On the one hand, the research results can evaluate the effect of related measures to enhance customer satisfaction.On the other hand, the advice and suggestions can provide a reference for M property Insurance Company Yunnan Branch.
【學(xué)位授予單位】：云南大學(xué)
【學(xué)位級(jí)別】：碩士
【學(xué)位授予年份】：2014
【分類號(hào)】：F842.3

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