臺灣博碩士論文加值系統

本研究探討從臺灣產物保險公司北、中、南各區域主管角度如何改善對客戶提供完善的服務，研究中以深度訪談法了解臺灣產物保險公司北、中、南各區域主管對內部服務人員的服務品質。發現臺灣產物保險公司內部服務人員，服務好、積極度高、作業面配合度高，與銀行、農會業界長久往來建立之人情制約，經理人及帶領團隊帶給客戶的信任度與忠誠度高，在各區域服務人員的互相交流及支援，各區域服務人員合作服務客戶方面，各區域服務人員專業提供客戶方面，各區域服務人員審核案件效率及適當性，台灣產物保險公司網路行銷方面，客戶個資及接觸洗錢處理方面，…等等，均是臺灣產物保險公司內部服務人員服務品質的重要考量因素。期望提供臺灣產物保險公司內部服務員，確實有效檢視自身具備之邊緣優勢，以其核心產品透過差異化定價，滿足不同風險度的消費者之需求，創新架構、靈活執行產物保險作業；及豐富的產品提供一條龍的產物保險服務,再延伸周邊業務、提升產物保險業務、發展附加價值的服務，還有良好之產物保險業務，具備效率與信任度的人力資源，以互惠建立忠誠度的業務與客戶關係經營，找出客戶未被滿足之潛在需求，增加競爭力，掌握商機，將台灣產物保險客戶關係系統化的長久經營，在不增加創新成本下、以最低風險，創造較高利潤之參考貢獻。
本研究採用紮根理論為研究方法，藉由各區域主管訪談確定本文之研究議題，再針對國內外之相關文獻收蒐集後進行設計。針對各區域主管採半結構式訪談，並加以深入分析，最後依分析結果提出本研究之初步結論與建議，以萃出具參考價值之建議，作為產物保險服務之改善及建議。

This study explores how to improve the provision of comprehensive services to customers from the perspectives of regional executives in the North, Central and South regions of Taiwanese product insurance companies. In the study, the in-depth interview method was used to understand the service quality of the internal service personnel of the North, Central and South regional supervisors of Taiwan Insurance Company. Found that the internal service personnel of Taiwan's product insurance company have good service, high enthusiasm, high degree of work surface coordination, and human constraints with the long-term relationship between the bank and the peasant association. Managers and leading teams bring high levels of trust and loyalty to customers, Exchange and support of service personnel in various regions, Regional service personnel cooperation service customers, Regional service personnel professionally provide customers, Regional service staff review case efficiency and appropriateness, Customer personal capital and contact with money laundering, etc... They are all important considerations for the service quality of the internal service personnel of Taiwan's product insurance companies. I look forward to providing the internal service staff of Taiwan Insurance Company. It is really effective to examine the marginal advantages that it has. With differentiated pricing for its core products, Meet the needs of consumers with different risks, Innovative architecture and flexible implementation of product insurance operations; And a wealth of products to provide one-stop product insurance services, Further extending the surrounding business, upgrading the product insurance business, and developing added value services, Good product insurance business, Human resources with efficiency and trust, Reciprocal loyalty to business and customer relationship management, Identify the potential unmet needs of customers, increase their competitiveness, grasp business opportunities, and systemize the long-term operation of Taiwan’s insurance customer relationships. In the absence of increased innovation costs, with the lowest risk, create a higher profit test contribution.
This study uses grounded theory as a research method,The research topics in this paper were determined through interviews with regional leaders, and then the relevant literatures at home and abroad were collected and designed. Semi-structured interviews were conducted for each regional supervisor, and in-depth analysis was carried out. Finally, the preliminary conclusions and recommendations of the study were presented based on the analysis results, so as to extract the reference value recommendations as improvements and suggestions for product insurance services.
Keywords：service quality、Grounded theory、Depth interviews

摘要………………………………………………………………………….………………i
Abstract………………………………………………………………….……….…..…...ii
誌謝辭……………………………………………………………………….….……..…..iii
目錄………………………………………………………………………..………..……..iv
表目錄………………………………………………………………….………….…..…..vi
圖目錄………………………………………………………………….…………...…..….v
第一章 緒論…………………………………………………………….…..…..…1
第一節 研究動機……………………………………………………….…………1
第二節 研究目的……………………………………………………….……..…..2
第三節 研究流程……………………………………………………….……..…..2
第二章 文獻探討……………………………………………………….………....3
第一節 產物保險之定義………………………………………………….…..…..4
第二節 服務的定義與特性……………………………………………….………6
第三節 服務品質……………………………………………………….……..…..9
第四節 服務品質的評估模式…………………………………………….…..…..9
第五節 衡量服務品質的量表………………………………………….……..…11
第六節 質性研究—紮根理論………………………………………….……..…10
第三章 研究方法與設計……………………………………………….…..……12
第一節 研究對象……………………………………………………….……..…12
第二節 研究流程……………………………………………………….……..…12
第三節 研究取徑與蒐集方法…………………………………………….…..…13
第四節 資料分析與研究限制………………………………………….……..…22
第四章 訪談結果與研究發現………………………………………….……..…23
第五章 結論與建議…………………………………………………….……..…29
參考文獻 …………………………………………………………………………..……32
附錄A …………………………………………………………………………..………33

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