發(fā)布時(shí)間：2018-11-21 08:45

【摘要】：商業(yè)保險(xiǎn)自面世至今,已經(jīng)成為現(xiàn)代經(jīng)濟(jì)發(fā)展中風(fēng)險(xiǎn)管理的重要手段,也是現(xiàn)代金融業(yè)和社會(huì)保險(xiǎn)業(yè)的重要組成部分。我國(guó)保險(xiǎn)業(yè)在金融體制深化改革之后得到了迅猛的發(fā)展,行業(yè)面貌發(fā)生了歷史性的變化,國(guó)內(nèi)保險(xiǎn)市場(chǎng)經(jīng)營(yíng)主體不斷增加,保險(xiǎn)市場(chǎng)的競(jìng)爭(zhēng)日益激烈,這種激烈的競(jìng)爭(zhēng)不是來(lái)自于產(chǎn)品或價(jià)格,而是保險(xiǎn)服務(wù)----服務(wù)是決定保險(xiǎn)公司發(fā)展的重要命脈。太平洋壽險(xiǎn)在國(guó)內(nèi)是一家成立較早的保險(xiǎn)公司,在社會(huì)上具有一定的影響力,面對(duì)目前這種競(jìng)爭(zhēng)較為激烈的環(huán)境,特別是在以服務(wù)制勝的當(dāng)下,讓太平洋壽險(xiǎn)公司在市場(chǎng)中立于不敗之地成為當(dāng)務(wù)之急。論文以太平洋壽險(xiǎn)甘肅分公司服務(wù)質(zhì)量提升為研究主題,在回顧和借鑒服務(wù)質(zhì)量的相關(guān)理論的基礎(chǔ)上,通過(guò)借用服務(wù)質(zhì)量五維度模型,采用問(wèn)卷調(diào)查的方法對(duì)太平洋壽險(xiǎn)甘肅分公司的服務(wù)質(zhì)量進(jìn)行了測(cè)評(píng),指出存在的問(wèn)題,進(jìn)一步從有形性、響應(yīng)性、移情性、保證性、可靠性等五個(gè)維度細(xì)致地分析服務(wù)質(zhì)量現(xiàn)存問(wèn)題的根本原因,并據(jù)此對(duì)公司服務(wù)質(zhì)量提出詳細(xì)的提升策略,最后有針對(duì)性的提出了服務(wù)質(zhì)量提升策略實(shí)施的計(jì)劃和保障措施,確保方案落地。客戶是企業(yè)存在的根本。因此,提升太平洋壽險(xiǎn)甘肅分公司服務(wù)質(zhì)量不僅可以提升客戶的忠誠(chéng)度與滿意度,帶來(lái)客戶持續(xù)的購(gòu)買力和影響力,還可以提升太平洋壽險(xiǎn)的品牌形象,強(qiáng)化企業(yè)競(jìng)爭(zhēng)力,讓高速發(fā)展期的太平洋壽險(xiǎn)甘肅分公司通過(guò)服務(wù)多元化而更好的穩(wěn)健經(jīng)營(yíng),在發(fā)展中不斷壯大。
[Abstract]:Since its appearance, commercial insurance has become an important means of risk management in modern economic development and an important component of modern financial and social insurance. After the deepening of the reform of the financial system, the insurance industry of our country has been developed rapidly, the appearance of the industry has undergone historical changes, the main body of the domestic insurance market has been increasing, and the competition in the insurance market is becoming increasingly fierce. The fierce competition does not come from product or price, but from insurance service-service is an important lifeline to the development of insurance company. Pacific life insurance is an early insurance company established in China and has certain influence in the society. In the face of the current competitive environment, especially in the moment of winning by service, Let Pacific Life Insurance Company in the market in an invincible position become a top priority. On the basis of reviewing and drawing lessons from the relevant theories of service quality, this paper takes the promotion of service quality in Gansu Branch of Pacific Life Insurance Company as the research topic, and borrows the five-dimensional model of service quality. The service quality of Pacific Life Insurance Gansu Branch is evaluated by questionnaire survey, and the existing problems are pointed out, which are further from the aspects of materiality, responsiveness, empathy, assurance, etc. This paper analyzes the root causes of the existing problems of service quality in five dimensions such as reliability, and then puts forward detailed promotion strategies for service quality of the company. Finally, it puts forward the plan and guarantee measures for the implementation of the service quality promotion strategy. Make sure the program hits the ground. Customers are the root of the existence of enterprises. Therefore, improving the service quality of Pacific Life Insurance Gansu Branch can not only enhance the loyalty and satisfaction of customers, but also enhance the brand image of Pacific Life Insurance and enhance the competitiveness of enterprises. So that the Pacific Life Insurance Gansu Branch in the period of rapid development through the diversification of services and better stable management, growing in the development.
【學(xué)位授予單位】：蘭州大學(xué)
【學(xué)位級(jí)別】：碩士
【學(xué)位授予年份】：2017
【分類號(hào)】：F842.3

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