應用六標準差改善流程檢視企業服務品質改善成效─以L保險公司為例

鍾宜芳

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應用六標準差改善流程檢視企業服務品質改善成效─以L保險公司為例

An Examination of the Enterprise Service Quality Improvement by Employing DMAIC of 6σ Method－A Case Study of Insurance Company L

鍾宜芳 , Masters　　Advisor：邱國欽　　

繁體中文

績效評估矩陣增列管制界限；六標準差改善流程；顧客滿意度；服務品質； X ̅-品質管制圖； PEM Control Limits ； DMAIC ； Customer Satisfaction ； Quality Service ； X ̅-Control Charts

Abstract │ Reference (64) │ Altmetrics

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Insurance company introduce variety product in order to increase persons purchase intention, and persons acceptance, demand increasingly higher for insurance product in recent years. That make renewal rate, insurance density and insurance penetration are rising trends. However, the ratio does not represent insurance clients for the insurance of goods have some knowledge, as well as policyholders in premiums after paying so much for the follow-up services provided by the insurance company is satisfied. Therefore, this study through DMAIC, customers were first investigated for the insurance salesman and insurance companies to provide their level of satisfaction with the service. After that, applying PEM Control Limits to find 9 items that needed to improve. These 9 items provided to insurance company as a service quality reference direction. 
After a period of time, the research surveyed the questionnaires again to insurance customers during the period for insurance companies improve satisfaction. And the results found that 9 anomalies items of this study, only two item did not improve successfully. After improvement, customers' repurchase intention enhance relatively that insurance company service quality improvement will enhance customer satisfaction to enable customers to purchase new insurance policies.

Reference ( 64 ) 〈TOP〉

1.王秀如(2011)。國內券商之關係品質、顧客滿意度、顧客忠誠度之研究。未出版碩士論文，國立台灣大學財務金融研究所，台北。
連結：
2.王思永(2012)。運用PZB模式評估證券營業員與顧客之間的服務品質缺口─以元大證券為例。未出版碩士論文，國立成功大學企業管理學系，台南。
連結：
4.吳淑玲(2012)。投資者對銀行理財績效與服務品質之研究－以T銀行為例。未出版碩士論文，朝陽科技大學財務金融系研究所，台中。
連結：
5.宋佩芬(2010)。應用績效評估矩陣方法探討學童學習成效。未出版碩士論文，朝陽科技大學財務金融系研究所，台中。
連結：
10.施貴德(2012)。企業推行精實六標準差之成效分析。未出版碩士論文，國立中興大學高階經理人在職專班，台中。
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