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论文编号：	13603
作者编号：	2320200491
上传时间：	2022/12/4 23:52:35
中文题目：	T财产保险公司服务质量调查与改进策略研究
英文题目：	Research on Service Quality Investigation and Improvement Strategy of T Property Insurance Company
指导老师：	程莉莉
中文关键字：	财产保险；服务质量；质量管理；SERVQUAL模型
英文关键字：	Property Insurance；Service Quality；Quality Management；SERVQUAL Model
中文摘要：	改革开放以来，我国保险行业经历了从恢复经营到高速发展的黄金时期，作为金融行业的三驾马车之一，其已经成为社会经济的重要组成部分。同时，行业内面临的竞争也日益激烈，由于受到产品同质化的影响，客户在选择保险公司时，其服务质量水平的高低已经成为越来越重要的因素。在市场整体发展放缓的背景下，保险公司如何通过实施有效的服务质量管理来赢得客户，增强保险公司的核心竞争力，在当前激烈竞争的市场环境中开辟新的发展方向显得尤为重要。 论文选择T财产保险公司作为研究对象，对其进行服务质量调查，并根据调查结果分析提出改进策略。论文在已有的关于服务质量及质量管理理论成果的基础上，使用SERVQUAL模型设计调查问卷，根据问卷结果分析公司在服务质量方面存在以下问题：网点基础设置陈旧、销售人员专业能力不足、沟通效率低、员工缺乏主动服务意识以及重大事件缺乏监控回溯机制。通过进一步深入分析，得出公司在服务质量管理方面存在的不足，主要在于服务人员缺乏质量管理意识、公司没有明确的服务质量标准以及服务结果与服务承诺不一致等问题。基于以上问题，在对T财产保险公司进行全面分析的基础上，结合质量管理的相关理论知识，有针对性的提出了公司服务质量管理改进策略实施方案，从改进公司现有组织架构、建立服务质量标准、完善员工培训与激励制度以及优化顾客投诉和补救机制四个方面，结合建设跨部门沟通渠道和建立质量管理持续改进流程等服务质量管理改进策略的实施保障，对T财产保险公司的服务质量管理现状进行改进。 论文通过对T财产保险公司服务质量管理问题的研究，提出了有针对性的改进策略，为T财产保险公司的业务经营发展及其正在实施的以顾客需求为导向的公司经营转型升级提供了基础保障，也希望可以对其他公司的服务质量管理提供一些参考。
英文摘要：	Since the reform and opening up, China's insurance industry has experienced a golden period from recovery to rapid development. As one of the three carriages of the financial industry, it has become an important part of the social economy. At the same time, the competition in the industry is becoming increasingly fierce. Due to the influence of product homogeneity, when customers choose insurance companies, the level of their service quality has become an increasingly important factor. Under the background of slowing down the overall development of the market, it is particularly important for insurance companies to implement effective service quality management to win customers and enhance their core competitiveness, so as to open up new development directions in the current highly competitive market environment. The thesis chooses T property insurance company as the research object, conducts a service quality survey, and puts forward improvement strategies according to the analysis of the survey results. On the basis of the existing theoretical achievements on service quality and quality management, the thesis uses SERVQUAL model to design a questionnaire, and analyzes the following problems in terms of service quality according to the questionnaire results: outdated network infrastructure, insufficient professional ability of sales personnel, low communication efficiency, lack of active service awareness of employees, and lack of monitoring and backtracking mechanism for major events. Through further in-depth analysis, it is concluded that the company's deficiencies in service quality management mainly lie in the lack of quality management awareness of service personnel, the company's lack of clear service quality standards, and the inconsistency between service results and service commitments. Based on the above problems, on the basis of a comprehensive analysis of T Property Insurance Company and in combination with the relevant theoretical knowledge of quality management, this thesis puts forward a targeted implementation plan for the company's service quality management improvement strategy, which includes four aspects: improving the company's existing organizational structure, establishing service quality standards, improving employee training and incentive systems, and optimizing customer complaint and remedy mechanisms, Improve the service quality management status of T Property Insurance Company in combination with the implementation guarantee of service quality management improvement strategies such as building cross department communication channels and establishing quality management continuous improvement processes. Through the research on the service quality management of T Property Insurance Company, the thesis puts forward targeted improvement strategies, which provide a basic guarantee for the business development of T Property Insurance Company and its ongoing customer demand oriented business transformation and upgrading, and also hopes to provide some reference for the service quality management of other companies.
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