人寿保险服务质量与满意度研究

发布时间：2018-03-31 23:00

本文选题：人寿保险　切入点：服务质量　出处：《天津大学》2014年硕士论文

【摘要】：我国人口老龄化现象的日趋严重和当前社会保障体系的不完善，为人寿保险业提供了有利的发展机会国内人寿保险公司已经开始注重提高自身的服务量，从对消费者的调查中发现，保险公司的服务质量还有很大的提升空间目前，国内关于人寿保险服务质量的实证研究还很少，人寿保险公司和社会上的咨询机构对其服务质量的调查中所使用的方法都比较简单因此，本文将对人寿保险服务质量与顾客满意度忠诚度之间的关系进行研究首先，通过文献研究提出适合我国的人寿保险服务质量模型；其次通过问卷调查的方式对天津市人寿保险购买者进行访问，运用SPSS19.0和PLS软件对数据进行分析通过探索性因子分析和验证性因子分析，提出了人寿保险服务质量维度包括：有形性公司形象保证性响应性移情性和补救性最后建立了基于服务质量的顾客忠诚模型研究结果显示，人寿保险服务质量中公司形象保证性响应性移情性和补救性5个维度对顾客满意有显著的正向影响，有形性对顾客满意的影响不显著其中，公司形象的影响最大，剩余依次是保证性补救性响应性和移情性顾客满意对顾客忠诚有显著正向的影响根据以上研究结果，提出了人寿保险公司合理安排资源尽可能提高服务质量，从而使消费者满意，赢得顾客忠诚的建议
[Abstract]:The aging of the population in China and the imperfection of the current social security system have provided a favorable opportunity for the life insurance industry to develop. Domestic life insurance companies have begun to pay attention to improving their own services. From the survey of consumers, we find that there is still a lot of room for improvement in the service quality of insurance companies. At present, there are few empirical studies on the quality of life insurance services in China. The methods used in the investigation of the service quality of life insurance companies and consulting organizations in society are relatively simple. Therefore, this paper will study the relationship between the service quality of life insurance and the loyalty of customers' satisfaction. First of all, through the literature study to put forward the life insurance service quality model suitable for our country; secondly, through the questionnaire survey to Tianjin life insurance buyers to interview, Using SPSS19.0 and PLS software to analyze the data through exploratory factor analysis and confirmatory factor analysis, The dimensions of service quality of life insurance include: tangible corporate image assurance, responsive empathy and remediation. Finally, a customer loyalty model based on service quality is established. The results show that the five dimensions of corporate image assurance, responsive empathy and remediation have significant positive effects on customer satisfaction in the quality of life insurance service, but the effect of materiality on customer satisfaction is not significant. The influence of company image is the biggest, and the remaining order is guaranteed remedial response and empathic customer satisfaction, which have a significant positive impact on customer loyalty. Based on the above research results, the paper puts forward the suggestion that life insurance companies should arrange resources reasonably to improve service quality as far as possible, thus making consumers satisfied and winning customer loyalty.
【学位授予单位】：天津大学
【学位级别】：硕士
【学位授予年份】：2014
【分类号】：F842.62

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