跳到主要內容

臺灣博碩士論文加值系統

(34.236.192.4) 您好!臺灣時間:2022/08/17 18:39
字體大小: 字級放大   字級縮小   預設字形  
回查詢結果 :::

詳目顯示

我願授權國圖
: 
twitterline
研究生:熊智
研究生(外文):Chih Hsiung
論文名稱:車險理賠服務品質對顧客滿意度之影響研究
論文名稱(外文):The Study on Service Quality To Customer Satisfactions For Automobile Insurance Reparation
指導教授:林明俊林明俊引用關係
指導教授(外文):Mingchun Lin
學位類別:碩士
校院名稱:國立高雄第一科技大學
系所名稱:風險管理與保險所
學門:商業及管理學門
學類:風險管理學類
論文種類:學術論文
論文出版年:2002
畢業學年度:90
語文別:中文
論文頁數:83
中文關鍵詞:服務品質滿意度車險理賠
外文關鍵詞:customer satisfactioncar insurancesercice quality
相關次數:
  • 被引用被引用:14
  • 點閱點閱:933
  • 評分評分:
  • 下載下載:0
  • 收藏至我的研究室書目清單書目收藏:5
車險理賠服務品質對顧客滿意度之影響研究
摘要
汽機車保險是財產保險中保費所佔比例最大的險種,發生的理賠案件亦最多,和民眾的生活息息相關,車險經營的成敗,更對保險公司的獲利與否,有舉足輕重的影響,而理賠服務系統的經營成敗,對車險業務有舉足輕重的影響,亦是汽機車保險經營中最重要的一環。
本研究係以高屏區某家產險公司90年7~10月內出險的理賠被保險人為抽樣對象,共寄出672份問卷,並輔以電話催收,回收有效問卷329份,回收率48.95%,以評估現行服務系統的滿意度,影響理賠服務滿意度的因素有哪些,以作為理賠服務的改進之道。結果顯示:在24個項目中,皆呈現可接受的滿意度,其中又以「事故發生、理賠人員應可到現場服務」,是受訪被保險人最期待提供的服務。在因素分析中,原五個構面減縮為三個構面,有形性、可靠性、確實性。在人口統計變數對評量項目的差異分析顯示不同的人口統計變數對期望的服務品質中,除從事工商服務業較從事其他行業的人對公司的環境、員工的穿著有較高的期許,其餘在性別、年齡、教育、及收入的24個選項皆未呈現顯著性的差異。在知覺的服務品質中,除女性較男性對員工的穿著整齊、專人指導填寫出險書、和理賠承諾應確實完成,有較差的感受,而高中(含)以下者對服務的時間、主動關懷解決問題較大專(含)以上者感受較滿意。其餘未呈現顯著性的差異,表示大多數的被保險人對期待、知覺的理賠服務品質,不會因人口背景的不同,而有不同的差異。
因此只要了解現行的服務缺口,妥善規劃理賠服務作業流程,加強人員的專業訓練,提供被保險人更好的服務品質,就可以提昇被保險人的滿意度、忠誠度。對整體車險的經營亦會有絕對的助益。
A Study of the Automobile Insurance Reparation
Service Quality on the Customer Satisfaction

Student:Chih Hsing Advisors: Dr. Mingchun Lin
Dr.Wei-Ming Wu
Dr. Ching-Hao Chen
Department of Risk Management And Insurance
National Kaohsiung First University of Science and Technology
Abstract
The automobile insurance premium take the largest portion on the property insurance of an insurance company. Therefore, it is important to value for the car reparation service systems. A failure of the management would have a direct impact on the profits of the automobile insurance companies. This study aims to examine the current automobile insurance reparation service quality and explore the factors that influence on the customer satisfaction.

A purposive sample for this study consisted of 672 subjects who had occurred the car accidents during the period of July-October 2001. 329 subjects in a response rate of 48.95% completed the survey. The results showed that the system of the automobile reparation is not very satisfaction to the insured, but it still can be acceptable by the majority insured. Item 9 “on the spot investigation when the car accident occurred” was highly expected by the insured. However, this is also the key variable that the most customers unsatisfied all the conditions for reparation. Factor analysis of the questionnaire indicated three components; ‘tangibles of the company’, ‘trustworthy’, ‘dependable’, which explain 29.2% variances on the service quality for the customer satisfaction. Most of the demographic characteristics have no discrepancy on the variances explanation. For those who were businessmen were highly expected to “tangibles of the company” and “the clothing of the employees by the insurance companies”. Female customers perceived the less satisfaction on the service quality compare to male customers. Female customers were more concerned about “the clothing of the employees by the insurance company”, “the guidance to fill in the form of care accident”, and “completely the reparation on time” than male customers. For those customers who graduated from high school were more aware of the “service time” than those undergraduates and postgraduates.

In order to bridge the gap of the customers’ expectations and the service quality of the insurance company, the practical issues for improving the service quality, and gaining the satisfactions and loyalties from customers would be the vital points when dealing with the automobile insurance reparation. This can be achieved by providing the skill of the staff members with in-service trainings such as environmental quality, patience, and communication skills.
中文摘要………………………………………………………………….i
英文摘要………………………………………………………………....ii
誌謝……………………………………………………………………...iv
表目錄…………………………………………………………………....v
圖目錄……………………………………………………………..……vii
一、前言 ..………………………………………………………………1
1.1研究背景與動機....……………………………………………...1
1.2研究目的.………………………………………………………..2
二、文獻探討..…………………………………………………………..4
2.1顧客滿意之意義、本質及目的..……………………………….4
2.2服務品質…..…………………………………………………….4
2.3服務業的特性…..……………………………………………….6
2.4顧客滿意度……….……………………………………………..7
2.5 Parashraman, Zeithaml and Berry之服務品質研究歷史..….……9
2.5.1 PZB服務品質之相關文獻簡…….…………………………...9
2.5.2服務品質缺口模式的產生過程…….……………………….10
2.5.3 SERVQUAL量表產生過程介紹…...……………………..…13
2.5.4 SERVQUAL量表的使用原則建議...……………………..…14
2.5.5 PZB服務品質觀念模式...………..………………………….16
2.6文獻探討結論…………………………………………………19
三、研究架構與方法……………………………………………………21
3.1研究架構….……………………………………………………21
3.2研究假設………….……………………………………………23
3.3服務品質構面及問卷內容…………………………………….24
3.4分析工具與方法………………………………………………25
3.5研究變數之操作型定義及衡量工具………………………….28
四、實證分析…………….……………………………………………..30
4.1服務品質排序分析………………………………………….…30
4.2服務品質知覺滿意度(Q)值探討………………………….…...35
4.3知覺滿意度和知覺服務品質、期望服務品質相關分析…….37
4.4不同背景被保險人期待、知覺服務品質差異分析…….……43
4.5評量項目Cronbach Alpha值之分析……………………..…….52
4.6整體滿意度、顧客忠誠度之分析……………………………...53
4.7因素分析……..…………………..…………………………….55
五、結論與建議………………………………………………………...62
5.1結論……………………………………………………………62
5.2建議……………………………………………………………64
六、參考文獻……………………………………………………………67
附錄、問卷調查表………………………………………………………72
一、中文部分(一)書籍1、林建山,1997,現代服務業行銷學,環球經濟社商略印書館,台北。2、黃俊英,1991,多變量分析,華泰圖書文物公司,台北市。3、陳順宇,1998,多變量分析,華泰圖書文物公司,台北市。4、羅文坤、莊雅萌&黃建新,(1985),企業CS Q&A,商周文化,台北市。5、衛南陽,(1996),顧客服務統規劃,牛頓出版社,台北市。(二)翻譯作品1、小名川真治郎/永川克彥,1994,實現顧客的夢,劉天祥(譯),中國生產力台北市。2、日本能率協會,1994,顧客滿意度測量手法,劉滌昭(譯),中國生產力,台北市。3、武田晢男,1993,顧客滿意經營,林玉佩(譯),台北市。4、鳩口充輝,(1995),創造顧客滿意行銷,黃晏雄(譯),洪建全基金會,中和市。5、Steve Morris & Graham Willcocks,1999,與顧客發生關係,傳至國際文化,台北市。(三)學位論文1、林香琪,1996,國內線航空公司服務品質之實證研究,國立台灣大學商學研究所,碩士論文。2、周惠珍,2000,GSP認證店服務品質與顧客滿意度之研究,以台南都會區與高雄都會區為例,長榮管理學院,碩士論文。3、柯宜君,2000,消費者認知之產品品質、服務品質及價格對滿意度、忠誠度之影響---於三種有形性比重不同服務業之比較,政治大學,碩士論文。4、莊瑞鑫,1999,服務品質與消費者行為意圖關係之研究,東海大學,碩士論文。5、莊維浩,1998,服務品質、服務價值與顧客滿意度關係之研究一以百貨公司為例,束吳大學商學院企業管理學糸,碩士論文。6、梁志隆,2000,台北捷運系統服務品質與顧客滿意度之研究,國立中山大學,碩士論文。7、鄭皓文,2000,台灣地區本國銀行之網站之服務品質衡量研究,國立中山大學,碩士論文。8、翁崇雄,1993,評量服務品質與服務價值之研究一以銀行業為對象,國立台灣大學商學研究所,博士論文。(四)期刊論文1、何雍慶,蘇雲華,1995,”服務行銷領域顧客滿意模式及服務品質模式之研究”,輔仁管理評論,第2卷第2期,頁37-64。2、黃俊英、林義屏&董玉娟,1999,”非營利組織顧客滿意度模式之研究”,亞太管理評論,第四卷第三期,頁339。3、曾國雄,1995,”服務品質之測量一以銀行業為例”,中原學報,頁23-34。二、英文部分1、Cronin, J.Joseph Jr. and Steven, A.Taylor, 1994,"Serperf versus Servqual: Reconciling Performance-based and Perception-Minus Expectations Measurement of Service Quality”, Journal of Marketing, Vol.58, pp.125-131, January.2、Juran, J.M., 1986, “Universal approach to managing for quality”, Quality Process, pp.10-24.3、Martin, W. B., 1986,”Defining what quality service is for you”, Cornell HRB Quality, pp.32-38, February.4、Oliver, Richard L., 1981,”Measurement and Evaluation of Satisfaction Processes in Retail Settings”, Journal of retailing .25-48.5、Oliver, R.L., 1981, "Measurement and evaluation of satisfaction process in setting”, Journal of Retailing, 57, fall.6、Parasuraman, A., Valarie A.Zeithaml, and Leonard L.Beerry, 1985, "A Conceptual Model of Service Quality and Its Imptications for Future Research," Journal of marketing, Vol.49, pp.41-50, Fall.7、Prasuraman, A., Zeithaml, V. A. & Berry, L. L.1985, “A Conceptual Model of Service Quality and Its Implications for Future Research”, Journal of Marketing, 49, pp. 41-50.8、Prasuraman A., Zeithaml, V. A. & Berry, L. L. 1988, "SERVQUAL: A Multiple Item Scale for Measuring Consumer Perception of Service Quality", Journal of Retailing, pp. 13-40.9、Parasuraman, A., Valarie A. Zeithaml, and Leonard L. Berry, 1988,"SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perception of Service Quality," Journal of Retailing, Vol. 64,pp.12-40, Sspring.10、Parasuraman, A., Leonard L.Berry, and Valarie A. Zeithaml, 1991, "Refinement and Reassement of the SERVQUAL Scale," Journal of Retailing, Vol.67, pp.420-450, Winter.11、Parasuraman, A., Leonard L.Berry, and Valarie A.Zeithaml, 1991, "Understanding Customer Expectations of Service”, Sloan Management Review, pp.39-48, Spring.12、Prasuraman A., Zeithaml, V. A. & Berry, L. L.1993, “The Nature and Determinations of Customer Expectations of Service, Journal of Academy of Marketing Science, Vol.21, pp.1-12.13、Parasuraman, A., Valarie A. Zeithaml, and Leonard L.Berry, 1994, "Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Future Research”, Journal of Marketing, Vol. 58, pp. l11-124, Jan.14、Parasuraman, A., Valarie A. Zeithaml, and Leonard L. Berry, 1994," Alternative Scales for Measuring Service Quality: A Comparative Assessment Based Psychometric and Diagnostic Criteria," Journal of Retailing, Vol. 70, pp. 201-230, Autumn.15、Rao, C. P., Kelkar and Mayurech, M., 1997, “Relative impact of predominance and importance rating on measurement of service quality”, Journal of Professional marketing, Vol.15, pp. 69-86.16、Zeithaml, Valarie A., 1987, “Consumer Perceptions of Price, Quality and Value: A means-End Model and Synthesis of Evidence”, Journal of Marketing, Vol.52, pp.2-22.17、Zeithaml,Berry & Parasurman,1988, ”Communication and Control Processes in the Delivery of Service Quality”, Journal of Marketing,Vol.52,p.35, April.
QRCODE
 
 
 
 
 
                                                                                                                                                                                                                                                                                                                                                                                                               
第一頁 上一頁 下一頁 最後一頁 top