M财产保险公司云南分公司车险理赔服务质量提升研究

发布时间：2018-04-18 02:19

本文选题：车险理赔 + 服务质量　；参考：《云南大学》2014年硕士论文

【摘要】：近几年,随着我国汽车市场的发展,汽车保有量不断增加,机动车保险成为财产保险公司经营的重要险种,直接关系着财产险保险公司保费收入和市场占有率。但同时随着机动车保险业务规模的不断扩大和消费者维权意识的不断提高,保险公司的竞争也日益加剧。目前“理赔难”、“服务同质化”的问题也日益突出,客户服务问题逐渐成为财产险公司发展的制约因素,这就要求保险公司能从客户角度出发,提升公司服务水平,提高客户满意度。从机动车险经营的环节来看,车险理赔尤为重要,这一环节服务的好坏,体现了公司的服务质量,直接影响客户满意度,从而决定了客户的忠诚度和重复投保率,所以车险理赔服务质量提升成为各家保险公司关注的焦点。本文着眼于M财险保险公司云南分公司的车险理赔服务,运用理论和实证结合的方法。首先对客户满意度理论体系学习和探索,并对该理论体系和车险理赔服务相关理论进行相应的介绍；其次介绍M财险保险公司云南分公司的车险理赔服务现状；再次,通过运用客户满意度测评体系对公司目前的车险理赔服务情况进行评价,分析目前理赔服务满意度低的因素,从而寻找公司车险理赔服务的一些问题；最后针对分析的理赔服务的问题,比如理赔流程复杂、条款理解程度低、产品价格竞争力低、客户忠诚度低等问题,针对地提出了一些改善意见和建议。本文为首次运用客户满意度测评体系对笔者所在的M财产保险公司云南分公司进行测评,研究结果一方面可以对公司提升客户满意的相关措施做效果评估,另一方面所提供的意见和建议能为M财险保险公司云南分公司服务提升提供参考。
[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.
【学位授予单位】：云南大学
【学位级别】：硕士
【学位授予年份】：2014
【分类号】：F842.3

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