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The Relationship of Service Quality and Satisfaction at Insurance Assessment

Author: ZhaoLaiHong
Tutor: DingZhan
School: Northeastern University
Course: Business management
Keywords: Insurance Assessment Motivation Quality of service Satisfaction
CLC: F842
Type: Master's thesis
Year: 2009
Downloads: 16
Quote: 0
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Abstract


Since in recent years , with any emerging industry , similar to the situation in the early stages of development into the 21st century , China's insurance adjuster industry in rapid development , but also facing difficulties , domestic Assessment experienced from excited to anxious process . The overall development of China 's insurance adjuster industry situation is far from ideal , many insurance adjuster mechanism in rice on the living conditions . Motive of the insurer and the insured service quality and satisfaction degree , the subject research themes , the use of relevant theory and factor analysis of the motive of the insurer , a structural equation model for the insured service the quality of and satisfaction degree , and to Liaoning Shen Yang of the insurer and the insured is empirical survey using SPSS and AMOS software , confirmatory analysis model , draw the following conclusions : the insurer motivation is divided into three levels : overall evaluation status , the rigid evaluation status and flexible evaluation status . In the overall evaluation status level , \Expectations of the insured person before QOS , business processing capacity level , to \\The actual experience of the insurer on the quality of service , business processing capacity level , \extension services ' higher . come through the structural equation model , the insurer before expect significant negative effect on satisfaction ; actual experience of the insured person has a significant positive effect on satisfaction ; been insured before expectations and actual experience significant negative correlation .

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CLC: > Economic > Fiscal, monetary > Insurance > China's insurance industry
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