壽險業務人員教育訓練態度與其教育訓練滿意度、認同度及績效關係之研究

The study of the relationship among insurance agents’training attitudes, training satisfaction, training identification, and training performance

王永才(Yung-Tsi Wang)

指導教授 ： 洪英正

共同指導教授 ： 張雍昇

淡江大學/商學院/保險學系保險經營碩士在職專班/碩士(2010年)

https://doi.org/10.6846/TKU.2010.00917

摘要

在金融保險與資訊都非常發達的年代，現今社會已不用光靠保險業務員之銷售來取得保險商品。
而在銀行保險開始蓬勃發展之後，使得業務員已不能再使用過去傳統的人情保方式達到個人的業績目標，再加上保險經紀人與保險代理人之盛行，保險業務員唯有提升自我專業能力，展現出與他人不同的差異化，始能獲得客戶之青睞!
因此，壽險公司須設立完整且專業的教育訓練單位，以培育更多具有專業素養的保險業務員，透過教育訓練一系列之課程，讓保險公司的業務尖兵，迅速累積實力，服務更多的客戶!
由於，教育訓練之重要性如同壽險公司的經營命脈，好的教育訓練不只會使壽險公司之人力資源成本降低外，更可使壽險公司之獲利能力提高。因此，本研究探討關於教育訓練制度、教育訓練滿意度、教育訓練成效認同度與人口基本資料以及個人績效之間的關係，並以C人壽與N人壽之壽險業務員為研究對象，而本研究所使用統計檢定方式為多元迴歸分析、T檢定以及ANOVA，其統計結論如下:
1. 整體教育訓練制度對教育訓練滿意度與成效認同度皆有顯著影響。
2. N人壽與C人壽教育訓練制度對教育訓練滿意度與教育訓練成效認同度具有顯著差異。
3. 不同公司之教育的訓練制度、教育訓練滿意度與認同度具有顯著差異。
4. 不同人口統計變項在公司教育的訓練制度、教育訓練滿意度及教育訓練成效認同度具有顯著差異。
5. 不同個人績效者在公司教育訓練滿意度與教育訓練成效認同度具有顯著差異。

關鍵字

壽險業務員 ； 保險教育訓練 ； 教育訓練態度 ； 教育訓練滿意度 ； 教育訓練認同度 ； 教育訓練績效

並列摘要

The financial insurance and information are very prosperous in this era. There is no necessary to obtain insurance merchandise through the insurance agent channel now.
After the banking insurance well prosperous, the insurance agent is no longer using the traditional way just like favor insurance chain to achieve the individual or corporate required business achievement. As the insurance broker and insurance agent are so prevalent, so the only way is to spread out the difference between the others is to promote the personal profession. This is the effective way to obtain customers’favorable impression.
Therefore, the insurance corporation should establish the integrated and professional education and training programs to cultivate more professional insurance agent. Through the serious education and training courses, the insurance pioneer will accumulate strength rapidly and be able to serve more customers.
That’s why the importance of education and training are just like the lifeline of the insurance corporation. The well insurance education and training not just cost down the human resources fee, it's also increase the profit. Therefore, this study focus on the relationship among insurance agents’training attitudes, training satisfaction, training identification, and training performance. The insurance agent of both C company and N company are used to be the research objects. This study using statistics techniques to analyze the survey results such as multiplr regression,t-test, and one-way ANOVA and obtain the conclusion as follows:
1. There are significant influences on training satisfaction and identification by agents’ training attitudes to corporation’s insurance education and training policy.
2. There are significant influences on training satisfaction and identification by agents’ training attitudes to corporation’s insurance education and training policy by both N and C insurance companies.
3. There are significant differencs on training attitudes, satisfaction, and identification between N and C insurance companies.
4. There are significant differencs on training attitudes, satisfaction, and identification by different demographic variables of agents.
5. There are significant differencs on training satisfaction, and identification by different performances of agents.

並列關鍵字

insurance agent ； insurance training ； training attitudes ； training satisfaction ； training identification, ； and training performance

參考文獻

行政院勞工委員會，中華民國職業分類典。

潘韋汝（2006），影響壽險業務人員績效之因素，中央大學人力資源管理研究所碩士論文。

19. Robbins, Stephen P., Personnel, the Management of Human

10. Keck, K. L., Thomas W. L. and James G. L.（1995）, Critical Success Factors in Captive, Mult-Line Insurance Agency Sales, Journal of Personal Selling and Sales Management, 15(1):P 17-34.

6. Gareth, R. J., Jennifer. M.G., & Charles. W.L.（2000）. Contemporary Management. New York：McGraw-Hill.