Research On Service Quality Of Auto Insurance Business Based On Rater Index

With the rapid development of social,economic,political,modern society is entering a new era of service oriented.As people living standard unceasing enhancement,the car insurance also ushered in the great development opportunities.In view of the conditions of property insurance company itself problem,this article selects the X property insurers Y city branch as the research object,from the perspective of customer satisfaction,customer relationship management theory in-depth analysis of the status quo of the current car insurance service.Car insurance services as an abstract concept,it is not easy to the quality of evaluation,the academic,there are many tools and customer service quality evaluation model,which USES more is CRM(Custom Relationship Management-customer Relationship Management),is to use the software,hardware and network technology,for the enterprise to set up a customer information collection,Management,analysis and use of information systems.Through the communication with customers,communication and understanding,and influence customer behavior.Eventually improve customer acquisition,customer retention,customer loyalty and customer create profit purposes.In this paper,on the basis of the theory of customer service,the introduction of new analysis customer service tool a RATER index,index through the five dimensions of the evaluation index system to analyze the X property insurers Y city branch service car insurance problems existing in the operation,through the form of questionnaire,using the collected data of X insurance company Y city sub-branch of car insurance service quality to do the empirical analysis,and then found problems in the process of summary analysis,put forward improvement measures and Suggestions.This paper use the qualitative method to defined and elaborated the concept of service quality,and utilizing index in the service quality evaluation of automobile insurance,set the RATER index of five dimensions of the evaluation index system.On the basis of these studies,and then using the quantitative method,through the way of questionnaire to collect data,the RATER index to quantify the evaluation index of five dimension,through the analysis of empirical studies of the Y city sub-branch of insurance service quality.In this process,the author through consulting a large number of relevant literature both at home and abroad,insurance and management of knowledge defines the meaning of quality of service,car insurance and reference to the customer service quality evaluation related theory,the reference about the document of tools and model of evaluation of quality service to customers,for auto insurance,the concept of customer service and RATER index of the five dimensions of evaluation indexes were studied.In addition to the above research methods,the author also use the comparison analytic method,according to establish RATER index of five dimensions,and combined with the survey data analysis,will also be five dimensions and each dimension within the five indexes were compared between each other.Then obtained the Y city sub-branch of automobile insurance market's main problem.This article is divided into six chapters,chapter one introduction elaborated the selected topic background and research purpose and meaning,for which the insurance company is customer service and related research status quo of RATER index made simple sorting and summary,at the same time,for customer service and index of research literature is reviewed.The second chapter mainly summarizes the basic theory of insurance company customer service,including the theory of customer relationship management,customer satisfaction,service profit chain theory,on the basis of these theories,this paper discusses the definition of insurance customer service means,finally discusses the car insurance customer service in the definition of the law,no clear rules for car insurance market customer service.But in the terms of the "insurance law",it is clearly defined the rights and obligations of the insurer and the insured,such as the insurer of the demonstrative obligation,sign the bill,the compensation obligations in time,etc.The third chapter,car insurance customer service RATER index framework divided into five dimensions,and then according to the framework and related aspects of the property insurance company customer service every dimension of evaluation index is established.The fourth chapter,according to the current circ Y the statistical data of municipal transportation hall,discusses the actuality of the city traffic,and the property insurance company in the current situation of the auto insurance business.On the basis of the references,the establishment of a car insurance customer service RATER index framework of five dimensions,according to the framework established the evaluation index of every latitude.The fifth chapter mainly analyzes the data of questionnaire survey,through the index of every dimensions and each dimension of each indicator to analyze Y city sub-branch of car insurance market service present situation and the cause of the problem,and puts forward specific solutions to specific problems and measures.The sixth chapter is mainly on the basis of the above concrete analysis,the RATER indices of the five dimensions of five all together.For car insurance market customer service quality,how to improve Y city branch of the overall level of incentive mechanism and measures are put forward.The last is conclusion part of this article,regarding the paper summarizes the results of the analysis.The main innovation of this paper lies in using the new analytical tools RATER index of five dimensions to analyze the current situation of insurance service and the insufficiency,introduce the index to the insurance company customer service system,to analyze Y city sub-branch of car insurance market insurance service present situation and the insufficiency.The deficiency of this paper lies in that the author involved in the RATER index of five dimensions of each evaluation index is limited,just chose some of the more important question,not all the issues related to customer service quality evaluation index into every dimension,makes the RATER index of five dimensions cannot achieve the most detailed and specific.,moreover,the insurance and management aspects of the knowledge level is limited,the use of analysis tools is simpler,not for the accurate analysis of the collected data to conduct a comprehensive,makes the depth of the paper is very limited,so much so that at the end of the article have put forward some Suggestions on measures also are vague,not with solution to suit for the problems,also can't get the actual validation,whether it is feasible remains to be tested in practice.