查詢結果分析
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題名 | 壽險業服務品質因素之分析與建構=The Analysis and Structuring of Service Quality Factors in the Industry of Life Insurance |
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作者 | 盧昆宏; Lu, Kuen Horng; |
期刊 | 高雄科學技術學院學報 |
出版日期 | 19971200 |
卷期 | 27 1997.12[民86.12] |
頁次 | 頁157-174 |
分類號 | 563.73 |
語文 | chi |
關鍵詞 | 壽險業; 服務品質; 經營策略; 服務品質差距; The industry of life insurance; Service quality factors; Gap analysis; |
中文摘要 | 壽險業是人類商業行為中唯一以人生命為交易標的之行業,加上國人對於壽險之意義、觀念與功能日趨瞭解,且對於產品之設計,保費之合理性及專業知識等之要求亦更加嚴格。因此,服務品質因素之妥善設計、規劃與服務過程之品管,將是該產業在激烈競爭中出奇制致勝的重要關鍵。鑑於此,本研究透過對業者及保戶之問卷調查,擬分別進行業者之服務品質差距檢定及探討保戶對服務的預期水準與實際接受服務後的知覺水準間是否有所差異;探討該產業服務品質管理之現狀,而得知該產業對各項經營策略(如:全力發展新業務、分支機構之擴充)之重視程度、各服務品質政策施行狀況、衡量服務品質續效技巧之使用等情形,並透過因素分析而篩選出該產業之四項服務品質之重要因素:「專業知識與服務態度」、「營業環境與規模」、「方便導向」及「公司聲譽與人員素質」做為該產業服務品質之重要構面。最後,針對分析之結果提出提昇該產業服務品質之建議,俾創造更佳之服務水準。 |
英文摘要 | Life insurance is the only profession that deals with human life in trade behavior. Nowadays, people have become more aware of the meaning, concept and functions of life insurance. That product designs, reasonable price and professional knowledge are highly required is the trend. Hence, a well-integrated design and management of service quality factors and services quality control will be the key element of success among the industry's competitions. The research takes underwriters and policyholders as the subject of questionnaire to go through a differeance identification between ubderwriters' service quality; further to investigate if amy discrepancy exists between policyholders' expectation on services and their awareness of actually-received service. Moreover, the research probes on the current conditions of the management of se-ice quality in this industry to obtain the information about (1) the extent of its concern with various operating strategies (such as a full devlopment of mnew business, expansion of branch offices) (2) the performances of all service quality policies, and (3) the usage of the assessing system of service quality performances. Upon the factor analysis, four essential factors of service quality are indentified as “professional knowledge and service attitude”, “business environment and scale”, “convenience orientation” and “corporate image and staff quality”, which of these contritute one part of the fundamental structure of the industry's service quality. Finally, based on the analytical results, suggestions are proposed to improve the service quality and create better standard of se-ice. |
本系統之摘要資訊系依該期刊論文摘要之資訊為主。