保險金融從業人員對服務品質績效評估之研究

吳繡竹

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保險金融從業人員對服務品質績效評估之研究

A Study of Service Quality on Performance Evaluation in Insurance Finance Agents

吳繡竹 , Masters　　Advisor：邱國欽;王言　　

繁體中文

服務品質；績效評估矩陣；因素分析；差異分析； performance evaluation matrix ； gap analysis ； factor analysis ； service quality

Abstract │ Reference (75) │ Times Cited (13) │ Altmetrics

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Service quality of the insurance-finance agents always effects on the performance of the individual agents to certain extent. In fact, since in average each person in Taiwan purchase approximately two insurance policies, the performance associated with the service quality of every insurance-finance agent, senior or not, serves as an important factor on the continuity of the clients’ annual-renewed insurance policies. In other words, agents must define an effective and explicit indicator of service quality (in order to) to enhance the stability and optimize service quality in the future.
In this study, we use questionnaire survey to sample and analyze a life insurance company in Taichung. We also use service quality performance matrix to assess the survey result for the emphasis and performance of the service quality from individual insurance-finance agent.  Through the method provided in this study, we found that insurance finance agents see the following service quality items as their priority for improvement：
1. The (life insurance company) you work for will actively collect and adopt the suggestions from the policy holders.
2. You will provide the most suitable insurance program for your clients and have their best interest in mind.
3. You tend to provide your clients an exclusive excellent service.
4. The way you attach importance to your service in financial planning will make your clients feel comfortable and secured.
Through the indicators and methods in this study, we hope to assist life insurance companies in effectively enhancing their agents’ service quality and standards.

Reference ( 75 ) 〈TOP〉

3. 江義平(1997)。教學服務品質衡量模式建構及分析之研究。國立台北大學籌備處(未出版)。
連結：
18. 陳啟光、蔡政和、李元墩(2000)。高等教育行政服務品質衡量之研究。長榮學報，第4 卷，第1 期，第 15-32頁。
連結：
25. 蔡政和(1998) 。高等教育行政服務品質衡量模式之建構─以元智大學為例。元智大學工業工程研究所未出版碩士論文。
連結：
1. Ackerman, T. P., Liou, K. N., Valero, F. P. J., and Pfister, L. (1988), Heating rates in tropical anvils, J. Atmos. Sci, 45, 1606-1623.
連結：
2. American marketing association (1960), Marketing Definitions, A Glossary of Marketing Association, Chicago: American Marketing.
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Times Cited (13) 〈TOP〉

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