臺灣博碩士論文加值系統

近年來，保險公司為了增加社會大眾對自己公司的投保意願，紛紛推出多樣化的保險商品，以滿足客戶保險的需求，加上國人對保險商品的接受度及需求日益增高，使得續保率、保險密度及保險滲透度皆呈現上升趨勢，但是其比率不能表示保險客戶對於保險商品有一定的認識，以及保險客戶在付出相當的保費之後，對於保險公司所提供之後續服務是客戶對公司評價。
故本研究藉由績效評估矩陣來探討，保險公司對顧客服務的缺失，在22個題項中，有10個題項是需要修改。題項6.遇到理賠時，業務員提供給保戶建議處理。題項7.業務員平時主動與保戶聯絡與問候。題項10.客服人員的應變態度與專業素養。題項12.保險公司每季，寄保單的績效報表。題項14.保險公司於網路上提供投資型商品的專業資訊，以便保戶選取標的物。題項15.收取管理費用的高低。題項17.保險公司的信譽形象。題項19.保險公司所提供的服務據點個數。題項20.保險公司的整體服務流程與時效。
本文研擬一些改善策略以期F公司在改善效能，提升公司未來營運上的競爭力。

Recently, for the sake of increasing customers’ willingness of taking out more insurances as well as meeting their needs, insurance companies have constantly introduced a variety of new insurance commodities. In addition, due to continuously increasing of the high acceptability and demand for taking out the relevant insurance commodities, customers’ insurance renewals, insurance density and insurance penetration are presented with upward tendency. However, in spite of customers’ insurance renewal rates positively growing, the ratios are not able to represent that their customers totally understand the content of their every insurance commodity. Apart from that, offering good customer services also plays a critical role in influencing on customers’ evaluation toward insurance companies after customers pay their insurance premium.
The study applies the analysis, Effective Evaluation Matrix, to the investigation for identifying the flaws in customer services. According to the result of the study shown, ten out of twenty-two question items need to be improved including the items 6 ( As customers encounter the situation of insurance claims, insurance representatives are able to give appropriate suggestions and assistance.), the item 7 ( Insurance representatives should keep in touch with their customers and actively greet them.), the item 10 ( Customer service representatives’ flexible abilities to emergency and professional accomplishment should be acquired.), the item 12 ( Insurance companies should quarterly send insurance performance reporting.), the item 14 ( The relevant information about investment-oriented insurance products on the websites of insurance companies should be provided for customers to select their ideal matter subjects.), item 15( the management fee insurance companies charge should be reasonable.), item 17 ( the image of insurance companies.), item 19 ( The number of service offices insurance companies are able to offer.), and the last but not the least, item 20 ( the insurance company’s integrated service procedures and its timeliness.

目　　錄
摘要....................................................................I
ABSTRACT................................................................II
誌謝....................................................................IV
表目錄..................................................................VII
圖目錄..................................................................VIII

第壹章 緒論.............................................................1
第一節 研究背景與動機....................................................1
第二節 研究目的.........................................................2
第貳章 文獻探討.........................................................5
第一節 服務定義.........................................................5
第二節 服務品質.........................................................6
第參章 研究設計.........................................................11
第一節 研究架構與問卷設計................................................11
第二節 研究方法 ........................................................12
第肆章 實證結果分析.....................................................20
第一節 保險客戶基本資料分析..............................................20
第二節 績效評估矩陣分析..................................................26
第三節 信度與效度分析...................................................26
第四節 獨立性檢定.......................................................32
第伍章 結論與建議.......................................................35
第一節 結論............................................................35
第二節 建議............................................................36
參考文獻 ..............................................................39
一、中文部份...........................................................39
二、英文部份...........................................................41
附錄 問卷內容..........................................................43

表目錄
表2-1 國內學者之服務品質文獻整理..........................................9
表2-2 國外學者之服務品質文獻整理..........................................9
表3-1 績效評估矩陣含管制界限相關文獻......................................18
表4-1 問卷回收統計表 ...................................................21
表4-2 保險客戶基本資料敘述性統計.........................................24
表4-3 信度與效度….…....................................................26
表4-4 績效評估矩陣重要度與滿意度之平均值與百分比指標對應表..................30
表4-5 不同d值需改善題項個數表............................................31
表4-6 服務題項重要度、表現度平均值與百分比指標對應改善順序..................31
表4-7 客戶基本資料變項與是否會再購買保單相關性之卡方值與p值.................32
表4-8 個人年收入.......................................................33
表4-9 您會不會介紹親朋好友購買本保險公司保單….............................34
表5-1 需改善題項與改善策略............................................. 38


圖目錄
圖3-1 績效評估矩陣圖 ..................................................16
圖3-2 績效評估矩陣圖含管制界限..........................................17
圖4-1 績效評估矩陣圖（d= 0.04444）.................................... 29

一、中文部份
1.任維廉、 呂堂榮（2005）。應用多重期望於服務品質屬性之改善排序與改善方案之擬定－以汽車客運業為例。運輸學刊。 17(4)， 423-448。
2.吳明隆(2009)。SPSS操作與應用問卷統計分析實務。台北市: 五南圖書。
3.吳淑鈴(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。朝陽科技大學財務金融系研究所碩士論文。
4.李鋒津(1994)。服務行銷在銀行業運用之實證研究，國立中興大學企業管理學系碩士論文。
5.邱國欽、李素箱、廖添進(2010)。應用績效評估矩陣方法探討民宿業服務品質之研究。中小企業發展季刊，16，1-24。
6.陳思倫、歐聖榮、林連聰(1998)。休閒遊憩概論，國立空中大學。台北。
7.廖重凱(2011)。廣播電台經營績效評估之探討－以B聯播網為。朝陽科技大學財務金融系研究所碩士論文。
8.廖錫銘(2012)。「應用DMAIC流程提升花卉批發市場之服務品質」。國立勤益科技大學研發科技與資訊管理研究所碩士論文。
9.鄧維兆、廖明宗、馬郁淇(2007)。網路銀行關鍵服務品質屬性確認─三因子理論與IPA之應用。品質學報。14(4), 351-365。

二、英文文獻
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17.Thomas, P. (2003). The six sigma project planner. New York: McGraw.