摘要
I
国寿财险 S 分公司理赔服务满意度研究
摘要
近十几年来，随着我国加入世界贸易组织（WTO），我国经济发展日益
与国际接轨，人们生活和收入水平得到大幅度提升，物质生活不断得到满足，
继而个人私有财产的安全也逐渐提升到人们关注的焦点上，这就使得财产保
险行业得到快速发展，特别是占比比较高的汽车保险行业发展迅速。但是，
由于车险保险行业发展太过迅速，市场发展不是很成熟，不实宣传营销、价
格恶性竞争等等，反而作为保险公司竞争的核心部分——理赔环节，未得到
足够重视。理赔客户满意度直接影响客户后期对保险续保的选择；理赔客户
满意度也影响到公司品牌形象的建立和维护，所以，保险理赔服务客户满意
度是制约公司客户量的关键性因素。如何提升客户服务的理念，探讨和摸索
出更加正确的服务策略吸引客户的关注，提升客户对公司的满意度是财产保
险行业切实关注的问题，只有把握住客户需求的变化，持续满足客户对公司
的预期要求，并不断提升自身的服务水平，以客户为中心，提高公司的竞争
力才是企业赢得市场的根本

本文选择以国寿财险 S 分公司理赔客户为研究对象，首先通过对国内外
相关文献研究归纳总结了客户满意和客户满意度及特征，根据对基本理论的
梳理，及国际上比较常用的几种满意度测评模型进行分析比较；在此基础上
结合财险行业发展模式及国寿财险 S 分公司理赔自身的特点，选择了适合于
其自身研究客户满意度的测量模型，提出了影响理赔服务满意度的六大因素：
客户期望、质量感知、价值感知、客户满意、客户抱怨、客户忠诚；然后提摘要
II
出和设计了国寿财险 S 分公司客户满意度评测指标。再次，以国寿财险 S 分
公司有过出险记录的客户为调查群体，通过与分公司理赔管理部各部门主任、
主管和分公司客服部主管及各支公司部门负责人商榷结合参考资料和国寿财
险理赔特点，总结出符合理赔特征的问题补充到指标评价体系的四级，最终
拟定出具体详细的调查问卷。通过公司内部数据报表提取理赔完的客户直接
问卷调查和进行电话随机回访调查，得出有效数据。在对数据整理和录入后，
利用 SPSS 软件进行统计分析，并验证研究提出的假设。最后提出提高国寿财
险 S 分公司理赔服务满意度的对策建议

关键词 财产保险理赔 客户满意度 ACSIABSTRACT
III
RESEARCH ON THE SATISFACTION DEGREE OF CLAIMS
SERVICE OF CHINA LIFE PROPERTY ＆ CASUALTY
INSURANCE COMPANY S BRANCH
ABSTRACT
Over the past decade, with China&39;s accession to the World Trade Organization (WTO),
China&39;s economic development is increasingly in line with international standards, people&39;s
living and income levels have been greatly improved, material life has been met, and then
the safety of personal and private property gradually increased to People focus on the focus,
which makes the property insurance industry has been rapid development, especially in the
relatively high auto insurance industry is developing rapidly. However, due to the
development of auto insurance industry is too rapid, the market development is not very
mature, false marketing, price vicious competition, etc., but as the core part of the insurance
company competition - claims link, not enough attention. The customer satisfaction is also a
key factor restricting the amount of customer customers. Therefore, the insurance claims
service customer satisfaction is the key factor restricting the customer&39;s customer quantity.
How to enhance the concept of customer service, explore and explore a more correct service
strategy to attract the attention of customers to enhance customer satisfaction with the
company is the property insurance industry real concern, only to grasp the changes in
customer demand, continue to meet customer Of the expected requirements, and continue to
improve their level of service, customer-centric, improve the company&39;s competitiveness is
the fundamental business to win the market.
This paper chooses to study the customer satisfaction and customer satisfaction and
characteristics of the domestic and foreign related literatures, according to the basic theory
of combing, and the more commonly used in the international This paper analyzes and
compares the evaluation model of the satisfaction degree of the property insurance industry
and the characteristics of the self-determination of the property insurance industry, andABSTRACT
IV
selects the measurement model which is suitable for its own research on customer
satisfaction. Service satisfaction of the six factors: customer expectations, quality perception,
value perception, customer satisfaction, customer complaints, customer loyalty; and then put
forward and design of the National Life Insurance S Branch customer satisfaction evaluation
indicators. Once again, to the country life insurance S branch has a risk record customers for
the investigation group, with the branch management department of the department heads,
supervisors and branch customer service department heads and the department heads to
discuss the combination of reference materials and China Life insurance claims
characteristics, summed up in line with the characteristics of claims added to the index
evaluation system of the four, and finally developed a detailed and detailed questionnaire.
Through the company&39;s internal data report to extract claims out of the customer direct
questionnaires and telephone random return visit to obtain valid data. After the data collation
and entry, the SPSS software was used for statistical analysis and the hypothesis was studied.
Finally, the author puts forward some suggestions on how to improve the satisfaction degree
of S Company.
Xu Can（MBA）
Supervised by Wang Wenjie
KEY WORDS property insurance claims, customer satisfaction,ACSI目录
- V -
目录
摘要.........Ⅰ
ABSTRACT ........Ⅲ
第一章 绪论.........1
1.1 研究的背景和意义 ..1
1.1.1 研究的背景 ......1
1.1.2 研究的意义 ......2
1.2 研究的思路..4
1.3 研究的方法..5
第二章客户满意理论综述 ...........7
2.1 客户满意介绍 .........7
2.2 客户满意度 .8
2.2.1 客户满意度的概念 ......8
2.2.2 客户满意度的特征 ......8
2.3 客户满意度指数模型介绍..9
2.4 客户满意度的评测程序....14
第三章国寿财险 S 分公司概述 .16
3.1 国寿财险 S 分公司基本简介........16
3.2 国寿财险 S 分公司理赔剖析........17
3.3 国寿财险 S 分公司理赔工作汇总20
3.3.1 国寿财险 S 分公司理赔基本情况.....21
3.3.2 国寿财险 S 分公司理赔问题弊端.....22
第四章国寿财险 S 分公司理赔服务满意度指标体系的构建与评测...24
4.1 国寿财险 S 分公司理赔服务满意度指数模型 ....24
4.2 客户满意度的指标评价体系........26
4.2.1 一般流程 ........27
4.2.2 满意度模型和指标评价体系的建立.28
4.2.3 指标的量化 ....28
4.2.4 指标权重的确定 ........29目录
- VI -
4.3 数据汇总和统计分析 .......30
4.4 国寿财险 S 分公司理赔服务满意度研究假设 ..
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