客户感知的财险公司服务质量评价研究
发布时间：2018-09-10 17:48
【摘要】：随着我国金融市场的逐步放开，外资金融服务公司大量涌入中国市场，财产保险公司己投身于全球范围的激烈竞争当中。但财产保险公司在处理服务质量与公司长期稳定发展的关系上，存在明显的不足，客户对于财险公司服务质量的投诉频频发生。财产保险服务是客户最终感受到的综合性服务，其服务质量的高低最终应该由客户的感知来决定。 本文从客户感知的角度对财产保险公司的服务质量进行研究，采用了理论研究和案例研究相结合的方法。本文以客户感知服务质量模型和常用服务质量评价方法为理论基础，首先阐述了财产保险公司服务的内容和特点，并对SERVQUAL模型和SERVPERF模型进行了对比分析；其次在SERVPERF模型的基础上，通过询问保险专家、保险公司管理者和客户建立了财产保险公司服务质量评价指标体系，然后采用层次分析法确定了各项指标的权重，在此基础上构建了适合于财产保险的服务质量评价模型。最后以XX财产保险公司为案例，通过问卷调查和数据分析，运用模糊综合评价法对模型进行了验证。通过调查测评的结果对该财产保险公司现服务质量情况进行了分析，，针对其不足提出改进服务质量的建议。
[Abstract]:With the gradual liberalization of China's financial market, foreign financial service companies pour into the Chinese market in large numbers, and property insurance companies have been engaged in the fierce competition in the world. However, property insurance companies have obvious shortcomings in dealing with the relationship between the quality of service and the long-term stable development of the company, and customer complaints about the quality of service of property insurance companies occur frequently. The property insurance service is the comprehensive service that the customer feels finally, its service quality should be decided by the customer's perception finally. In this paper, the service quality of property insurance company is studied from the perspective of customer perception, and the method of combining theoretical research with case study is adopted. Based on the customer perceived service quality model and common service quality evaluation methods, this paper firstly expounds the content and characteristics of property insurance company service, and makes a comparative analysis of SERVQUAL model and SERVPERF model. Secondly, on the basis of SERVPERF model, the evaluation index system of property insurance company service quality is established by asking insurance experts, insurance company managers and customers, and then the weight of each index is determined by AHP. On this basis, a service quality evaluation model suitable for property insurance is constructed. Finally, taking XX property insurance company as a case, the model is verified by using fuzzy comprehensive evaluation method through questionnaire survey and data analysis. This paper analyzes the present service quality of the property insurance company through the results of investigation and evaluation, and puts forward some suggestions to improve the service quality in view of its deficiency.
【学位授予单位】：湖南大学
【学位级别】：硕士
【学位授予年份】：2013
【分类号】：F842.3
本文编号：2235169
[Abstract]:With the gradual liberalization of China's financial market, foreign financial service companies pour into the Chinese market in large numbers, and property insurance companies have been engaged in the fierce competition in the world. However, property insurance companies have obvious shortcomings in dealing with the relationship between the quality of service and the long-term stable development of the company, and customer complaints about the quality of service of property insurance companies occur frequently. The property insurance service is the comprehensive service that the customer feels finally, its service quality should be decided by the customer's perception finally. In this paper, the service quality of property insurance company is studied from the perspective of customer perception, and the method of combining theoretical research with case study is adopted. Based on the customer perceived service quality model and common service quality evaluation methods, this paper firstly expounds the content and characteristics of property insurance company service, and makes a comparative analysis of SERVQUAL model and SERVPERF model. Secondly, on the basis of SERVPERF model, the evaluation index system of property insurance company service quality is established by asking insurance experts, insurance company managers and customers, and then the weight of each index is determined by AHP. On this basis, a service quality evaluation model suitable for property insurance is constructed. Finally, taking XX property insurance company as a case, the model is verified by using fuzzy comprehensive evaluation method through questionnaire survey and data analysis. This paper analyzes the present service quality of the property insurance company through the results of investigation and evaluation, and puts forward some suggestions to improve the service quality in view of its deficiency.
【学位授予单位】：湖南大学
【学位级别】：硕士
【学位授予年份】：2013
【分类号】：F842.3
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