A Study on Customer Satisfaction for Mobile Services of Life Insurance Firm- The Case of Insurance Company C

• Main Authors: HSIEH, HUI-TING, 謝惠婷
• Other Authors: CHANG, CHI-HUNG
• Format: Others
• Language: zh-TW
• Published: 2019
• Online Access: http://ndltd.ncl.edu.tw/handle/gcn73t

碩士 === 逢甲大學 === 金融碩士在職學位學程 === 107 === To meet the wave of Digital Financial Technology, all business also has a heavy vision of E-Service. The Taiwan Life insurance also launched an activity insurance service in 2012, which different from the traditional paper book process, using table computer to help clients to insure and make a change of contract, payout and other business (the description of the Mobile Services. Let the insurance professional become the company’s action counter to help the customer convenience right away, a wide variety of service channels, but also to effectively enhance the efficiency of the company’s internal work and reduce the cost, the real enterprise sustainable business and good business community responsibility. In this study, the protection of Mobile Services by C insurance company was used as a test image, with the use of random way to develop the paper, get 471 valid questions, with SPSS software for the effective problem of the system analysis, and with Syrian, Piersen analysis, Reliability analysis, Variation analysis (ANOVA) and regression analysis. To explore the impact of customer convenience, perceived risk, service quality, customer engagement, experience value on the satisfaction of the customer, satisfaction with the implications of the business, the impact of the business image on behavior and the impact of business images on the line of influence. esearch results found: (1) there is a positive relationship between the quality of the service and the value of the experience and the satisfaction of the customer, it shows that C insurance company provides the experience and feeling of the quality and experience of the physical insurance service, and can also effectively enhance the satisfaction of the customer. (2) The positive relationship between the satisfaction of the customer and the intention of the bank shows that the customer is more satisfied with the active insurance service provided by the C insurance company, which can effectively enhance the intention of the re-use. (3) The image of the enterprise has a positive relationship with the intention, which shows that the good corporate image of the C insurance company will influence the wishes of the customer experience and insurance service.