產險公司汽車險理賠SGS認證對消費者選擇投保影響之分析-以TMNEWA公司為例

Qualicert (SGS certification services) for Non-life Insurance Companies Motor Insurance Claims of the Insured's Analysis of Consumer Choice-Evidence from the TMNEWA companies

劉伯寧(Po-Ning Liu)

指導教授 ： 余祖慰

朝陽科技大學/管理學院/保險金融管理系/碩士(2014年)

摘要

產險業者面對產業環境的改變，政策上必須做出一些因應的辦法，以強化公司在市場上的競爭力。對消費者而言，費率自由化後促使各家保險公司為提升競爭力，開發更多新商品並壓低價格，來滿足市場上的需求；產險公司為避免落入價格競爭情況，必須提高對於顧客的服務及理賠的滿意度，以提升新舊客戶的招攬與續保之取得。
而汽車保險除保費競爭外最重要的就是理賠服務，能否創造理賠服務的價值就能避免落入價格競爭，所以能持續提供獨特及差異化的服務才能贏得客戶的信賴、肯定與支持，本研究針對理賠認證服務對於企業形象及服務品質能否影響服務忠誠，並以TMNEWA公司理賠服務為案例，探討理賠服務對於客戶新續保投保的影響。

關鍵字

企業形象 ； 差異化服務 ； 理賠滿意度 ； 顧客服務滿意度 ； 服務忠誠

並列摘要

Property and casualty insurance industry to change the face of the industry environment, we must make some response to the way the policy in order to strengthen the company's competitiveness in the market. For consumers, the rate of liberalization to promote various insurance companies to enhance competitiveness and develop more new products and lower prices, to meet the needs of the market; insurance companies in order to avoid falling into price competition, the need to improve for customer service and satisfaction of claims to increase to attract and obtain renewal of the old and new customers.
The car insurance premiums in addition to competing claims service is the most important, the ability to create value claims service will be able to avoid falling into price competition, they are able to continue to provide a unique and differentiated services to win the trust of customers, recognition and support, the Research company claims services for TMNEWA case, investigate claims service for new customers renewal insurance impact.

並列關鍵字

Differentiated services ； Claims Satisfaction ； Customer Service Satisfaction ； Corporate image ； Service Loyalty

參考文獻

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