国寿财险S分公司理赔服务满意度研究

发布时间：2018-04-01 14:26

本文选题：财产保险理赔　切入点：客户满意度　出处：《东华大学》2017年硕士论文

【摘要】：近十几年来,随着我国加入世界贸易组织(WTO),我国经济发展日益与国际接轨,人们生活和收入水平得到大幅度提升,物质生活不断得到满足,继而个人私有财产的安全也逐渐提升到人们关注的焦点上,这就使得财产保险行业得到快速发展,特别是占比比较高的汽车保险行业发展迅速。但是,由于车险保险行业发展太过迅速,市场发展不是很成熟,不实宣传营销、价格恶性竞争等等,反而作为保险公司竞争的核心部分——理赔环节,未得到足够重视。理赔客户满意度直接影响客户后期对保险续保的选择;理赔客户满意度也影响到公司品牌形象的建立和维护,所以,保险理赔服务客户满意度是制约公司客户量的关键性因素。如何提升客户服务的理念,探讨和摸索出更加正确的服务策略吸引客户的关注,提升客户对公司的满意度是财产保险行业切实关注的问题,只有把握住客户需求的变化,持续满足客户对公司的预期要求,并不断提升自身的服务水平,以客户为中心,提高公司的竞争力才是企业赢得市场的根本。本文选择以国寿财险S分公司理赔客户为研究对象,首先通过对国内外相关文献研究归纳总结了客户满意和客户满意度及特征,根据对基本理论的梳理,及国际上比较常用的几种满意度测评模型进行分析比较;在此基础上结合财险行业发展模式及国寿财险S分公司理赔自身的特点,选择了适合于其自身研究客户满意度的测量模型,提出了影响理赔服务满意度的六大因素:客户期望、质量感知、价值感知、客户满意、客户抱怨、客户忠诚;然后提出和设计了国寿财险S分公司客户满意度评测指标。再次,以国寿财险S分公司有过出险记录的客户为调查群体,通过与分公司理赔管理部各部门主任、主管和分公司客服部主管及各支公司部门负责人商榷结合参考资料和国寿财险理赔特点,总结出符合理赔特征的问题补充到指标评价体系的四级,最终拟定出具体详细的调查问卷。通过公司内部数据报表提取理赔完的客户直接问卷调查和进行电话随机回访调查,得出有效数据。在对数据整理和录入后,利用SPSS软件进行统计分析,并验证研究提出的假设。最后提出提高国寿财险S分公司理赔服务满意度的对策建议。
[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.
【学位授予单位】：东华大学
【学位级别】：硕士
【学位授予年份】：2017
【分类号】：F842.3

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