太平洋寿险甘肃分公司保险服务质量提升研究
发布时间：2018-11-21 08:45
【摘要】：商业保险自面世至今,已经成为现代经济发展中风险管理的重要手段,也是现代金融业和社会保险业的重要组成部分。我国保险业在金融体制深化改革之后得到了迅猛的发展,行业面貌发生了历史性的变化,国内保险市场经营主体不断增加,保险市场的竞争日益激烈,这种激烈的竞争不是来自于产品或价格,而是保险服务----服务是决定保险公司发展的重要命脉。太平洋寿险在国内是一家成立较早的保险公司,在社会上具有一定的影响力,面对目前这种竞争较为激烈的环境,特别是在以服务制胜的当下,让太平洋寿险公司在市场中立于不败之地成为当务之急。论文以太平洋寿险甘肃分公司服务质量提升为研究主题,在回顾和借鉴服务质量的相关理论的基础上,通过借用服务质量五维度模型,采用问卷调查的方法对太平洋寿险甘肃分公司的服务质量进行了测评,指出存在的问题,进一步从有形性、响应性、移情性、保证性、可靠性等五个维度细致地分析服务质量现存问题的根本原因,并据此对公司服务质量提出详细的提升策略,最后有针对性的提出了服务质量提升策略实施的计划和保障措施,确保方案落地。客户是企业存在的根本。因此,提升太平洋寿险甘肃分公司服务质量不仅可以提升客户的忠诚度与满意度,带来客户持续的购买力和影响力,还可以提升太平洋寿险的品牌形象,强化企业竞争力,让高速发展期的太平洋寿险甘肃分公司通过服务多元化而更好的稳健经营,在发展中不断壮大。
[Abstract]:Since its appearance, commercial insurance has become an important means of risk management in modern economic development and an important component of modern financial and social insurance. After the deepening of the reform of the financial system, the insurance industry of our country has been developed rapidly, the appearance of the industry has undergone historical changes, the main body of the domestic insurance market has been increasing, and the competition in the insurance market is becoming increasingly fierce. The fierce competition does not come from product or price, but from insurance service-service is an important lifeline to the development of insurance company. Pacific life insurance is an early insurance company established in China and has certain influence in the society. In the face of the current competitive environment, especially in the moment of winning by service, Let Pacific Life Insurance Company in the market in an invincible position become a top priority. On the basis of reviewing and drawing lessons from the relevant theories of service quality, this paper takes the promotion of service quality in Gansu Branch of Pacific Life Insurance Company as the research topic, and borrows the five-dimensional model of service quality. The service quality of Pacific Life Insurance Gansu Branch is evaluated by questionnaire survey, and the existing problems are pointed out, which are further from the aspects of materiality, responsiveness, empathy, assurance, etc. This paper analyzes the root causes of the existing problems of service quality in five dimensions such as reliability, and then puts forward detailed promotion strategies for service quality of the company. Finally, it puts forward the plan and guarantee measures for the implementation of the service quality promotion strategy. Make sure the program hits the ground. Customers are the root of the existence of enterprises. Therefore, improving the service quality of Pacific Life Insurance Gansu Branch can not only enhance the loyalty and satisfaction of customers, but also enhance the brand image of Pacific Life Insurance and enhance the competitiveness of enterprises. So that the Pacific Life Insurance Gansu Branch in the period of rapid development through the diversification of services and better stable management, growing in the development.
【学位授予单位】：兰州大学
【学位级别】：硕士
【学位授予年份】：2017
【分类号】：F842.3
本文编号：2346469
[Abstract]:Since its appearance, commercial insurance has become an important means of risk management in modern economic development and an important component of modern financial and social insurance. After the deepening of the reform of the financial system, the insurance industry of our country has been developed rapidly, the appearance of the industry has undergone historical changes, the main body of the domestic insurance market has been increasing, and the competition in the insurance market is becoming increasingly fierce. The fierce competition does not come from product or price, but from insurance service-service is an important lifeline to the development of insurance company. Pacific life insurance is an early insurance company established in China and has certain influence in the society. In the face of the current competitive environment, especially in the moment of winning by service, Let Pacific Life Insurance Company in the market in an invincible position become a top priority. On the basis of reviewing and drawing lessons from the relevant theories of service quality, this paper takes the promotion of service quality in Gansu Branch of Pacific Life Insurance Company as the research topic, and borrows the five-dimensional model of service quality. The service quality of Pacific Life Insurance Gansu Branch is evaluated by questionnaire survey, and the existing problems are pointed out, which are further from the aspects of materiality, responsiveness, empathy, assurance, etc. This paper analyzes the root causes of the existing problems of service quality in five dimensions such as reliability, and then puts forward detailed promotion strategies for service quality of the company. Finally, it puts forward the plan and guarantee measures for the implementation of the service quality promotion strategy. Make sure the program hits the ground. Customers are the root of the existence of enterprises. Therefore, improving the service quality of Pacific Life Insurance Gansu Branch can not only enhance the loyalty and satisfaction of customers, but also enhance the brand image of Pacific Life Insurance and enhance the competitiveness of enterprises. So that the Pacific Life Insurance Gansu Branch in the period of rapid development through the diversification of services and better stable management, growing in the development.
【学位授予单位】：兰州大学
【学位级别】：硕士
【学位授予年份】：2017
【分类号】：F842.3
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