The Relationship between the Customer?s Satisfaction and the claims settlement staff member's personal background of the Motors insurance ? A Case of Insurance Company in Taiwan

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Title:	The Relationship between the Customer?s Satisfaction and the claims settlement staff member's personal background of the Motors insurance ? A Case of Insurance Company in Taiwan
Authors:	Kun-Tse Lo
Contributors:	Department of International Business
Keywords:	The staff members of claims settlement;Personal background;Motor insurance?Service quality;customer?s satisfaction
Date:	2009
Issue Date:	2009-11-16 11:34:07 (UTC+0)
Publisher:	Asia University
Abstract:	The automobile insurance is always considered as masses' business, and after goods liberalization, though the competent authority of the insurance business lightens restrictions on the clause of the insurance policy and rate rule gradually. However, the insurance company wants to make the advantage on the competitive market, it is the best plan to regard non-price competition as the tactics, namely strengthen the service for customer, improve service quality and customer satisfaction, could break out in this keen competition environment. This research produces the insurance company in view of C, Taipei, Taichung, Taoyuan , Kaohsiung various subsidiary companies has the manager in 2007 to examine and critique principle of the result and the person insured degree of satisfaction investigation compensates the personnel to provide the questionnaire, because of the material collection and the questionnaire survey, penetrates the automobile insurance customer to compensate service degree of satisfaction the personnel to the principle, discusses our country automobile insurance principle to compensate the staff individual factor to influence the customer degree of satisfaction. According to the real diagnosis result proposed the correlation suggestion, provides produces the insurance company Jin to compensate reference the personnel with the principle. This research releases out 1200 questionnaires altogether, 1070 copies of recovery, 940 effective questionnaires, the questionnaire rate is 89.1% effectively, so this research gathers together and exactly retrieves car policy holder's customer satisfaction to the staff members of claims settlemen. This result of study reveals Married, the application principle compensates experiences many, and the parents inmate. - ?The customer degree of satisfaction the fine principle compensates the personnel? . Unmarried the application principle compensates experiences few, not with the parents inmate. -?The customer degree of satisfaction not good principle compensates the personnel? .
Appears in Collections:	[Department of International Business] Theses & dissertations

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