應用PEM探討企業公司經營績效-以T保險經紀人公司為例

The Application of Performance Evaluation Matrix to Business Performance-A Case Study of T Corporation of Insurance Brokers

林意怜(Yi-Ling Lin)

指導教授 ： 邱國欽 ； 余祖慰

朝陽科技大學/管理學院/保險金融管理系/碩士(2017年)

摘要

2016年5月主計總處公布最新的經濟數據，經濟成長率從1.47%下修至1.06%，而且各界對未來經濟發展也不抱樂觀態度。且在2016年央行四度降息，保險公司也紛紛調降宣告利率，同年8月保險局主導降佣，除了銀行財管業務受衝擊之外，保險經紀人公司之業務員則是另一受影響的重要族群。本研究以T保險經紀人公司(簡稱T公司)以成交客戶為樣本來源，分台灣北中南部進行大規模的問卷發放。本文以推論統計方法，建立兩個邏輯斯迴歸模式，探討客戶在有經濟能力時是否再向T公司購買保單以及是否再介紹朋友給業務員購買保單兩模式，其判別正確率分別為89.6%及94.2%。另外，對客戶的需求設計與T公司以及業務員服務品質相關的22個題項之問卷，透過績效評估矩陣與增列管制界限，得知有10個題項需要改善，並提供改善策略建議，藉此幫助T公司在如此經濟與新法雙殺的情況下，依然保有原本的客戶群，並開創一個新藍海局面。

關鍵字：保險、服務品質、卡方檢定、邏輯斯迴歸模式、績效評估矩陣、管制界限

關鍵字

卡方檢定 ； 服務品質 ； 保險 ； 績效評估矩陣 ； 邏輯斯迴歸模式 ； 管制界限

並列摘要

In May 2016, the Directorate General of Budget, Accounting and Statistics (DGBAS), Executive Yuan, ROC officially announced the latest economic data which related to annual economic growth rate. Meanwhile, the office had adjusted the rate down to 1.06% from 1.47% as well; however, the public took a pessimistic view to future economic development. In 2016, the insurance companies had lowered their declared interest rates upon the Central Bank of ROC had had its 4th interest rates cut. In August, the Insurance Bureau reduced brokerage charges, in addition to the impact of the businesses of the bank’s financial management, the salesmen and saleswomen of the insurance broker companies were affected as well as an essential group. In this research, it employed the customers as a sample resource which was with a closed deal of the corporation of insurance brokers (T Company) and collected large scale questionnaires from north and south Taiwan as well. In this study, the researcher had employed inferential statistics as a measurement and established 2 logistic regression models so as to explore the willingness of the customers assure on the T Company if they have budget and introduce their friends to their salesmen or saleswomen for purchasing insurance merchandises. In these 2 models, the correctly classification rate were 89.6% and 94.2% respectively. In addition, the questionnaires were designed with 22 questions which related to the service quality of the company through applying the performance evaluation matrix and control limit measurements. The results of the analysis showed that there were 10 items need to be improved and the recommended strategy had been provided as well. This will help the company prevent itself from waging the difficult circumstances of economic and new policy problems, therefore, that will hold its original customers and to create a prosperous blue ocean era.

Keywords: insurance, service quality, chi-square test, logistic regression model, performance evaluation analysis, control limit

並列關鍵字

chi-square test ； service quality ； insurance ； performance evaluation analysis ； logistic regression model ； control limit

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