| Summary: | 碩士 === 銘傳大學 === 風險管理與保險學系碩士在職專班 === 103 === Car insurance business is highly competitive in property and casualty insurance industry. In order to resolve the traffic accident, property and casualty insurance companies will assign claim personnel to accompany insured car driver to process accident with the third party, working together with traffic police to analyze accident reasons for peaceful resolution of traffic accident and immediate on-site settlement of disputes under the condition in favor of both parties. This study adopted the companies that have received F Company’s site disposal to issue questionnaire for further analysis, including the contents of “claim personnel’s service attitude, customer satisfaction and repurchase intention” for site disposal.
Results of the study display professional car insurance claim personnel’s service attitude has a significant positive influence on customer satisfaction and repurchase intention. Customers will always be psychological panic causing unprepared at the moment when traffic accident occurred; they could be calmed down to duly reach a settlement through professional claim personnel’s assistance for site disposal. Site disposal has become the best word of mouth for an additional service in car insurance claim. Owing to the identification of such a service from customers, F Property and Casualty Insurance Company has promoted it to all cities to jointly serve customers, causing gradually increasing repurchase intention of customer and business of new insurer. Considering business development, each major property and casualty company will follow to improve its service quality to meet customer’s expectation for the purpose of maintaining customers. Believed property and casualty companies will get a great innovation and promotion
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