A保险公司服务质量提升研究

发布时间：2018-03-26 05:30

本文选题：A保险公司　切入点：服务质量　出处：《西安科技大学》2015年硕士论文

【摘要】：保险是对特定风险后果提供经济保障的一种风险财务转移机制,是人们为防范风险而采取的一种分散风险的手段,随着国内保险市场经营主体的不断增加,作为服务行业之一的保险业市场竞争的激烈程度日渐加剧,保险市场逐渐从传统粗放型向集约精细化方向转变。为了使我国的保险公司得到快速发展,必须从提高保险公司自身的服务水平入手。各保险公司为了建立各自的核心竞争力,普遍采取从以保险人为中心的传统营销方式转变为以客户为中心的现代服务营销方式,以公司的服务优势取胜。本文通过在A保险公司的具体工作实践,分析了当前A公司保险服务的运行现状及存在的主要问题,同时根据业界专家的经验,统计总结出影响保险服务质量的若干因素,并在此基础上建立了保险服务质量分析评价模型,将影响保险服务质量的若干因素及保险综合服务质量水平进行了量化,以此来分析和评价保险公司的综合服务水平,从而总结出我国现阶段保险公司有效提升保险服务质量的基本思路。
[Abstract]:Insurance is a kind of financial risk transfer mechanism that provides economic security to the consequences of specific risks. It is a means of dispersing risks taken by people in order to prevent risks. With the increasing of the main body of the domestic insurance market, As one of the service industries, the competition in the insurance market is becoming more and more intense, and the insurance market is gradually changing from the traditional extensive type to the intensive and refined one. In order to make the insurance companies in our country get rapid development, In order to establish their own core competitiveness, the insurance companies should change their traditional marketing mode from the insurer as the center to the modern service marketing with the customer as the center, which must be started from improving the service level of the insurance company itself. This paper analyzes the current operating situation and main problems of the insurance service of company A through the specific working practice in the A insurance company, and according to the experience of the experts in the industry, the paper analyzes the current situation of the insurance service of company A and the main problems existing in the operation of the insurance service. Some factors affecting the quality of insurance service are summed up, and on the basis of this, an analysis and evaluation model of insurance service quality is established, which quantifies the factors affecting the quality of insurance service and the level of comprehensive service quality of insurance. In order to analyze and evaluate the comprehensive service level of insurance companies, this paper summarizes the basic ideas of improving the quality of insurance services of insurance companies at the present stage in our country.
【学位授予单位】：西安科技大学
【学位级别】：硕士
【学位授予年份】：2015
【分类号】：F842.3

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