保险公估论文：保险公估服务质量满意度问题研究.docVIP

保险公估论文：保险公估服务质量满意度问题研究 【中文摘要】近年来,与任何新兴行业在发展初期的情况相类似,进入21世纪以来,我国保险公估业在快速发展的同时,也面临着重重困难,国内的公估人经历了由兴奋到彷徨的过程。当前我国保险公估业的总体发展状况很不理想,很多保险公估机构都处于等米下锅的生存状况。本课题以保险人动机和被保险人服务质量与满意度为研究主题,运用相关理论,对保险人动机进行因子性分析,为被保险人服务质量与满意度建立结构方程模型,并以辽宁沈阳的保险人和被保险人为实证调查对象,利用SPSS和AMOS软件,对模型进行验证性分析,得出以下主要结论：保险人动机分为：整体评价状况、刚性评价状况和柔性评价状况三个层面。在整体评价状况层面,以“公司的业界资信最好”为最高；在刚性评价状况层面,以“服务效率最高”为最高；在柔性评价状况层面,以“成本最低”为最高。被保险人对服务质量的行前期望,在业务处理能力层面,以“维护客户权益”期望最高；在服务提供能力方面,以“从业人员的专业素质更高”期望最高；在业务发展能力方面,以“服务项目全方面”期望最高。被保险人对服务质量的实际体验,在业务处理能力层面,以“提供最优可行方案”较高；在服务提供能力方面,指标的得分均比较低；在业务发展能力方面,以“主动提供延伸服务’较高。通过结构方程模型研究得出,被保险人的行前期望对满意度有显著的负向影响效果；被保险人的实际体验对满意度有显著的正向影响效果；被保险人的行前期望与实际体验显著负相关。 【英文摘要】Recently, the similar as any emerging industry in the early stage of development, since entering the 21st century, china’s insurance assessment industry in the rapid development, is also facing difficulties, domestic adjuster have experienced a loss by the excitatory process. The current assessment of china抯 insurance in dusty is not the ideal situation of the overall development, many agencies of insurance assessment are living conditions hack meters.The research themes are the insurer抯 motive and the insured person抯 quality of service and satisfaction. Use the relevant theory; use the factor analysis to the insurers抦otivation, establishment structural equation modeling to analysis the quality of service and satisfaction of insured person. Use the insurers and the insured person in Shenyang, which is in Liaoning province, as empirical investigation. Using SPSS and AMOS software, validation analysis to the model, get the following main conclusions.Insurers抦otivation contains three facets:overall evaluation of the situation, rigid evaluation of the situation, flexible evaluation of the situation. All of the overall evaluation motivation, “the company抯 industry-best credit年” was the highest; in the rigid evaluation of the situation, “the highest efficiency” was the highest; in the flexible evaluation of the situation, “the lowest cos