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透過IPA模式探討大陸產險公司之顧客服務品質 = Applying Im...

劉軒廷

透過IPA模式探討大陸產險公司之顧客服務品質 = Applying Importance-Performance Analysis to Diagnose Service Quality of Mainland China Non-Life Insurance Company：The Case of Mainland China C Corporation : 以大陸C公司為例

紀錄類型:	書目-語言資料,印刷品 : 單行本
並列題名:	Applying Importance-Performance Analysis to Diagnose Service Quality of Mainland China Non-Life Insurance Company：The Case of Mainland China C Corporation
副題名:	以大陸C公司為例
作者:	劉軒廷,
其他團體作者:	國立高雄大學
出版地:	[高雄市]
出版者:	撰者;
出版年:	2013[民102]
面頁冊數:	69面圖，表格 : 30公分;
標題:	大陸產險業
標題:	non-life insurance
電子資源:	http://handle.ncl.edu.tw/11296/ndltd/88272991510389884720
附註:	參考書目：面53-55
摘要註:	近五年來，台灣產險市場規模呈現成長趨緩的情況，整體產險業面臨發展瓶頸；2011年台灣整體產險業總保費約1,130億新台幣，雖比前一年成長了6.8%，但與2007年產險總保費1,126億新台幣保費規模差異不大。大陸產險業發展起步雖然較晚，但隨著公共工程建設大量投入及民眾所得增加，近年來整體市場成長幅度急速攀升，2011年全年大陸產險總保費已達4,779億人民幣，然而外資僅占整體保費收入1.1%。由此可知大陸產險市場雖然規模龐大，但外資產險公司在大陸發展有極大困難度。自2005起至今，台灣已有4家壽險公司(國泰、新光、台壽、中壽)陸續在中國大陸成立合資或參股壽險公司，2家產險公司(國泰世紀、富邦)亦相繼在中國大陸成立產險公司。在大陸市場強大的競爭環境下，以外資身份進入大陸市場的產壽險公司，如何突顯台資保險公司與競爭對手之差異性，在對岸延續台灣管理服務的精神，是值得思考方向。在台灣，保險業極為重視顧客服務品質，過去的文獻亦有相當多的討論，卻鮮少提及此一議題在大陸地區企業的內涵與重要性。因此，本研究以重要性－績效分析法(Importance-Performance Analysis, IPA) 探討大陸產險公司之顧客服務品質，並以台資企業C公司為例，對於提供給企業顧客之服務品質優劣情形，透過問卷調查方式進行資料收集。本研究共計回收150份企業問卷，據此進行統計分析，將顧客服務品質項目分成四個象限，藉此了解C公司在服務品質的各種重要與表現程度的情形。本研究希望透過此分析結果，能夠給予C公司在經營策略上的改善建議，藉以提升顧客滿意度，創造經營績效。 During the last five years, non-life insurance market in Taiwan was stagnant and the total non-life insurance industry was facing a bottleneck in the development. In 2011, the total premiums of whole industry in Taiwan were NT 113 billion, which increased by 6.8% compared to 2010. However, the differences of premiums between 2010 and 2007, which were NT 112.6 billion, were quite small. Meanwhile, the China non-life insurance market was growing up rapidly because lots of public works started to be constructed and average income of people increased although this industry development in China started quite late. In 2011, the total premiums in China were RMB 477.9 billion but only 1.1% of total premiums were belong to foreign insurers. The possible explanation for this phenomenon is that foreign insurers are hard to expand in China even the market is enormous.Since 2005, four life insurance companies (Cathaylife, Shing Kong, Taiwan Life, China Life) and two non-life insurance companies (Cathay Century, Fubon) in Taiwan have established their subsidiaries by joint capital or joint stock in PRC . It is a good topic to discuss how to highlight the differences between insurers from Taiwan and their competitors in China especially under such a highly competitive insurance market. Also, keeping our good customer service & management in PRC are also important issues. Insurance industry in Taiwan as we know it puts great emphasis on customer service and it is also discussed in many prior literatures. However, this issue and its meaning and importance for the enterprises in China are rarely mentioned. Therefore, this study employed Importance-Performance Analysis (IPA) method to analyze the customer service quality of insurers in China. In order to analyze service quality, this study chose a Taiwan-owned “C Company” in China as the target and questionnaires were used for data collection . Based on 150 valid questionnaires, this study divided customer service quality items into four quadrants to describe the importance and performance of customer service. Results of this study may be employed by “C Company” for improving strategy making efficiency, customer satisfaction, and business performance.

透過IPA模式探討大陸產險公司之顧客服務品質 = Applying Importance-Performance Analysis to Diagnose Service Quality of Mainland China Non-Life Insurance Company：The Case of Mainland China C Corporation : 以大陸C公司為例
劉, 軒廷

透過IPA模式探討大陸產險公司之顧客服務品質 = Applying Importance-Performance Analysis to Diagnose Service Quality of Mainland China Non-Life Insurance Company：The Case of Mainland China C Corporation : 以大陸C公司為例 / 劉軒廷撰 - [高雄市] : 撰者, 2013[民102]. - 69面 ; 圖，表格 ; 30公分.
參考書目：面53-55.
大陸產險業non-life insurance

透過IPA模式探討大陸產險公司之顧客服務品質 = Applying Importance-Performance Analysis to Diagnose Service Quality of Mainland China Non-Life Insurance Company：The Case of Mainland China C Corporation : 以大陸C公司為例
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