HB保险公司客服柜面服务质量评价体系研究

发布时间：2018-03-02 13:35

本文选题：寿险公司　切入点：柜面服务　出处：《天津工业大学》2017年硕士论文　论文类型：学位论文

【摘要】：随着社会经济的不断增速,保险业在国民经济中的地位日益加重,商业保险的经济补偿和社会稳定的作用得到了充分的认同,尤其寿险,更是得到了大力的发展。随着寿险行业的日益兴旺,同行业之间各家公司的竞争也逐渐激烈起来,寿险公司在产品、价格难以实现差异化的情况下,服务质量的升级成为各家公司提升核心竞争力的重要途径之一。柜面服务是保险公司与客户面对面交流的窗口,因此,建立保险公司柜面服务的评估考核体系是关键之所在。本文以HB保险公司为研究对象,以客户为中心,理论联系实际,采用定性分析和定量分析相结合的方法,针对保险公司服务质量测评和提升策略研究。首先,探讨整体的保险市场服务水平做出研究意义,并结合保险公司的业务状况,对其服务质量的现状及存在的主要问题进行的定性分析,利用SERVQUAL模型,建立呼和浩特HB保险公司的服务质量模型,模型中将保险服务质量划分为五个一级指标,并将他们细分为二十三个测评指标,通过调查问卷和实地调研的方式获取相关数据,结合统计分析方法,运用SPSS数理专业分析方式法确定各项指标的权重,计算出该保险公司各项柜面服务质量的得分值。最后结合HB保险公司客户服务中存在的问题及其服务质量测评结果的得分情况,从宏观策略和具体措施两个层面提出了提升客户服务质量水平的相关对策。
[Abstract]:With the continuous growth of the social economy, the status of the insurance industry in the national economy has become increasingly serious. The role of commercial insurance in economic compensation and social stability has been fully recognized, especially in life insurance. With the development of the life insurance industry, the competition among the companies in the same industry is becoming more and more intense. When the prices of the products are difficult to achieve, Upgrading service quality has become one of the important ways for companies to enhance their core competitiveness. Counter service is a window for insurance companies to communicate with customers face to face. It is the key to establish the evaluation and assessment system of the insurance company's counter service. This paper takes HB insurance company as the research object, takes the customer as the center, combines theory with practice, and adopts the method of combining qualitative analysis with quantitative analysis. First of all, discuss the significance of the whole service level of insurance market, and combine with the business situation of insurance company. Based on the qualitative analysis of the present situation and the main problems of its service quality, the service quality model of Hohhot HB Insurance Company is established by using SERVQUAL model. In the model, the service quality of insurance is divided into five primary indexes. And they are subdivided into 23 evaluation indicators, through questionnaires and field research to obtain relevant data, combined with the statistical analysis method, the use of SPSS mathematical professional analysis method to determine the weight of each index, Finally, according to the problems existing in the customer service of HB insurance company and the score of the result of service quality evaluation, the author calculates the score value of the service quality of each cabinet of the insurance company, and combines with the problems existing in the customer service of HB insurance company. From the macro strategy and specific measures two levels of measures to improve the level of customer service quality related countermeasures.
【学位授予单位】：天津工业大学
【学位级别】：硕士
【学位授予年份】：2017
【分类号】：F842.3

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