TB寿险公司服务质量管理及评价体系研究

发布时间：2018-02-13 01:58

本文关键词： 保险服务质量管理评价体系　出处：《兰州大学》2013年硕士论文　论文类型：学位论文

【摘要】：服务质量管理体系优化是提升国内寿险业管理水平,有效解决行业目前存在的产品单一、研发滞后、理赔纠纷等问题,促进行业发展的有效手段。本文以TB寿险公司为例,分析了其在发展中亟待解决的若干问题,提出了TB保险服务质量管理体系的优化策略,借以推广运用服务质量管理,提升寿险行业整体管理水平。在研究方法上,本文运用服务运营管理理论中的服务差距模型,分析了顾客感知服务与预期服务之间差距产生的原因,提出了解决的办法。运用全面质量管理理论,基于市场需求分析,提出了产品创新、渠道创新的方法和途径。运用客户关系管理理论,提出了服务运营体系的优化策略。最有价值的是,通过甘肃保险监管实践,对服务质量测评体系的建立和运用进行了有益探索。
[Abstract]:The optimization of service quality management system is an effective means to improve the management level of domestic life insurance industry, effectively solve the problems existing in the industry, such as single product, lag in R & D, settlement of claims, and promote the development of the industry. This paper takes TB life insurance company as an example. This paper analyzes on some problems that need to be solved in the development of TB insurance service quality management system and puts forward the optimization strategy of TB insurance service quality management system so as to popularize the application of service quality management and improve the whole management level of life insurance industry. In terms of research methods, this paper applies the service gap model in the service operation management theory, analyzes the causes of the gap between customer perceived service and expected service, and puts forward some solutions. Based on the analysis of market demand, this paper puts forward the methods and approaches of product innovation and channel innovation. By using the theory of customer relationship management, the optimization strategy of service operation system is put forward. The establishment and application of service quality evaluation system are explored.
【学位授予单位】：兰州大学
【学位级别】：硕士
【学位授予年份】：2013
【分类号】：F274;F842.3

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