I中文题目:青海省人寿保险市场服务质量评价研究英文题目:(ResearchonservicequalityevaluationoflifeinsurancemarketinQinghaiProvince)摘要中国保险行业经过几十年的发展,一步一步的由快速发展走向高质量增长时期。为了能在日益激烈的保险市场中打赢攻坚战,专业的服务是取得成功的重要之处,专业化的服务又是以客户为中心展开业务。自1980年青海省保险行业恢复经营以来,经过多年发展,青海省寿险市场保费收入增量和增速都很可观,但历年来整体服务质量测评基本上以监管层、保险公司角度进行,未曾站在客户角度进行服务质量评价。本文实地调研把青海省的整个人寿保险市场作为本文的研究主体,把研究对象定为客户,在保险服务概念、SERVQUAL模型、SERVPERF模型的基础上,通过文献研究与参考学者意见等方式设置青海省寿险市场服务质量评价指标体系。运用结构方程模型进行拟合验证,设置权重并写出服务质量方程,进行排名分析与服务质量分析,找出消费者看重的维度与指标,发现青海省寿险市场服务质量存在的问题:可靠性维度,合同真实程度与工作人员业务水平得分较低问题显著;有形性维度,营业网点环境布置与营业网点配套设施建设方面还有很大的提升空间;响应性维度,退保业务流程与理赔服务效率,还需要进一步完善与提升;保证性维度,工作人员专业化程度还需不断提升,服务系统还需不断更新完善;移情性维度,营销主动服务意识与产品与服务定制还未能用户十分满意。为使青海省寿险市场长期健康发展,应该从最基本的员工入手,提高员工的整体素质,培养他们主动服务的意识,加强服务能力;简化保险理赔流程,提高理赔响应速度;在技术层面,加强新技术应用力度,利用新平台扩大客户接触渠道;对待客户,不能做一锤子买卖,与客户之间的关系要经常维护保持联系,这样才能在无形中提高更多的增值服务;员工层面,提升工作人员专业程度,完善相关服务系统支持。II关键词:人寿保险、结构方程模型、服务质量评价IIIAbstractAfterdecadesofdevelopment,thelong-terminsuranceindustryhasenteredaperiodofexpecteddevelopmentfromastageofrapidgrowth.Gradualdevelopmentmeansdoingbusinesswiththecustomerasthecenter.Beingabletoprovideprofessionalservicesandsatisfycustomershasbecomethekeytoourvictoryinthefiercemarketcompetition.SincetheinsuranceindustryinQinghaiProvinceresumedoperationsin1980,afteryearsofdevelopment,thegrowthrateandgrowthrateofinsurancepremiumsinthelifeinsurancemarketinQinghaiProvincehavebeenveryimpressive.However,formanyyears,theoverallservicequalityevaluationhasbasicallybeencarriedoutfromtheperspectiveofregulatoryauthoritiesandinsurancecompanies,butnotfromthePerspectiveofcustomers.Basedontheconceptofinsuranceservice,SERVQUALmodelandSERVPERFmodel,alifeinsuranceservicequalityevaluationindexsystemhasbeenestablishedmarketinQinghaiProvincethroughliteratureresearchandreferenceofscholars'opinion.Usestructuralequationmodelforfittingverification,setweights,andcompileservicequalityequations,rankinganalysisandservicequalityanalysisarecarriedout,dimensionsandindicatorsvaluedbyconsumersarefound,andproblemsinservicequalityoflifeinsurancemarketinQinghaiProvincearefound:reliabilitydimension,lowscoresofcontractauthenticityandstaffbusinesslevel,significantproblems;Atangiblebulge,thereisstillalotofroomforimprovementinbusinessoutletsintermsofenvironmentallayoutandsupportingfacilitiesconstructionofbusinessoutlets;theresponsivenessdimension,Thesurrenderbusinessprocessandtheefficiencyofclaimsserviceneedtobefurtherimproved;theguaranteedimensionandtheprofessionalizationofpersonnelneedtobecontinuouslyimproved;theservicesystemneedstobecontinuouslyupdatedandimproved;thedimensionsofempathy,marketinginitiative,serviceawarenessandproductandser...