中国保险业服务质量评价指标体系研究

发布时间：2019-04-01 19:51

【摘要】：随着保险业的快速发展和保险消费者维权意识的增强,保险服务质量得到社会各界更多的关注,顾客对服务质量的要求也变得日益严格起来。由于保险服务的无形性,其质量的衡量也成为了一大难题。如今,很多保险公司都越来越重视保险服务质量,并将服务质量的提升作为公司经营管理的重中之重,但并没有一个成型的、可操作的评价指标体系能够使得保险公司经营管理者明确了解顾客对其服务质量的满意情况。保险公司想了解顾客对其服务的满意程度,必须从顾客感知的角度出发,了解顾客从哪些方面对保险服务质量进行评价。本文基于大量文献阅读及对多家保险公司的深入访谈,在SERVQUAL模型的基础上,将顾客感知的保险业服务质量划分为5个维度,其中剔除了有形性,并增加了持续改进性,同时设计出共含有15个问项的评价指标体系。整个保险业服务质量评价指标体系的内容紧紧围绕顾客感知,对保险业服务质量进行不同维度的描述,以达到良好测量保险业服务质量水平的目的。本文采取通过问卷星进行网络发放问卷以及实地发放,删除明显错误及不合要求的问卷后共获得170份有效问卷,利用统计分析软件SPSS 21.0及Amos 21.0对搜集的问卷数据进行描述性统计分析、信度效度检验、指标体系模型检验。最终得出结论:保险公司可以通过可靠性、响应性、保证性、移情性及持续改进性等对保险业服务质量进行评价。最后,本文总结了本研究的主要结论,并提出了研究启示及研究不足与展望。
[Abstract]:With the rapid development of insurance industry and the enhancement of insurance consumers' awareness of safeguarding rights, the quality of insurance service has attracted more and more attention from all walks of life, and the requirements of customers for service quality have become increasingly strict. Because of the invisibility of insurance service, the measurement of its quality has become a big problem. Nowadays, many insurance companies are paying more and more attention to the quality of insurance service, and regard the promotion of service quality as the top priority of the management of the company, but there is not a formative one. The operational evaluation index system can make the managers of insurance companies clearly understand the satisfaction of customers with their service quality. Insurance companies, in order to understand the satisfaction of customers with their services, must start from the perspective of customer perception and understand the aspects from which customers evaluate the quality of insurance services. Based on a great deal of literature reading and in-depth interviews with many insurance companies, this paper divides the customer-perceived insurance service quality into five dimensions on the basis of the SERVQUAL model, in which the materiality is eliminated and the continuous improvement is added. At the same time, the evaluation index system with 15 questions was designed. The content of the evaluation index system of the insurance service quality closely revolves around the customer perception and describes the service quality of the insurance industry in different dimensions in order to achieve the purpose of measuring the service quality level of the insurance industry. This article adopts the questionnaire star to carry on the network distribution questionnaire and the on-the-spot distribution, deletes the obvious error and does not request the questionnaire to obtain 170 valid questionnaires altogether, The statistical analysis software SPSS 21.0 and Amos 21.0 were used for descriptive statistical analysis, reliability and validity test and index system model test for the collected questionnaire data. Finally, it is concluded that insurance companies can evaluate the service quality of insurance industry through reliability, responsiveness, assurance, empathy and continuous improvement. Finally, this paper summarizes the main conclusions of this study, and puts forward the enlightenment, research deficiencies and prospects.
【学位授予单位】：江西师范大学
【学位级别】：硕士
【学位授予年份】：2017
【分类号】：F842;F273.2

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