產險公司顧客滿意度與忠誠度之研究—以A產物保險公司為例

A Study of the Relationship Between Customer Satisfaction and Loyalty of Property Insurance Company —the Case of A Company

陳慶煌(Ching-Huang Chen)

指導教授 ： 廖述源

共同指導教授 ： 呂慧芬

淡江大學/商管學院/保險學系保險經營碩士在職專班/碩士(2014年)

https://doi.org/10.6846/TKU.2014.00265

摘要

顧客是企業最重要的資源，在競爭激烈的產險市場當中，最重要的工作就是維持和顧客間的長期關係，創造顧客的滿意，以提升顧客的忠誠度，達到企業永續經營的目的。本研究之目的主要在探討那些因素會影響產險公司顧客滿意度，顧客滿意度與忠誠度彼此間之關聯性，藉以瞭解產險公司應如何選擇提高顧客滿意度，來達到維持客戶忠誠的目的。研究採量化方式，研究者針對A公司顧客發出300份問卷，回收後共得281份有效問卷進行分析，得出六點結論如下：
1.A公司顧客滿意度良好，忠誠度尚可。2.薪資與購買產品保險時間長短對顧客滿意度較有影響。3.教育程度與購買保險時間長短對顧客忠誠度較有影響。4.顧客滿意度與顧客忠誠度具有顯著相關性。5.背景變項對顧客滿意度及忠誠度不具影響力。6.顧客滿意度越高，忠誠度也越高。最後並針對顧客滿意度、顧客忠誠度以及未來研究提出研究者個人之建議。

關鍵字

產物保險 ； 顧客滿意度 ； 顧客忠誠度

並列摘要

Customers are the most important resource of enterprise, the most important job in the fierce competition property insurance market is to maintain long-term relationships between customers , create customer satisfaction,and improve customer loyalty to achieve the purpose of business continuity.
The main purpose of this study was to investigate what factors affect customer satisfaction of property insurance companies, correlation between customer satisfaction and loyalty, and how property insurance companies improve customer satisfaction to achieve the purpose of maintaining customer loyalty.
This study used quantitative methods, researcher issued 300 questionnaires to A company's customers and 281 valid questionnaires was analyzed after recovered. Six conclusions are summarized as follows:
1.Customer satisfaction of A company was good, and customer loyalty was general.
2. Salaries and the length of time purchased the insurance were more influential on customer satisfaction.
3. Education and the length of time purchased the insurance were more influential on customer loyalty.
4. Customer satisfaction and customer loyalty were significantly correlated.
5. Customers’ background variables were not influential on customer satisfaction and loyalty.
6. The higher customer satisfaction was, the higher loyalty higher was.
After all, the researcher made individual recommendations for customer satisfaction, customer loyalty and future research.

並列關鍵字

Property Insurance ； Customer satisfaction ； Customer loyalty

參考文獻

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