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以Z保险公司为例,针对理赔退保过程客户满意度低下的问题,构架出Z公司理赔退保服务评价指标体系,并发放调查问卷。然后应用信度分析的方法对问卷数据进行了可靠性分析,采用层次分析法和模糊综合评价法对调查数据进行分析评价,找出影响Z公司理赔和退保服务客户满意度的关键因素,并提出了改进建议,达到了提升客户满意度的结果。
Taking Z insurance company as an example, aiming at the problem of low customer satisfaction in the process of surrender, the paper constructs the evaluation index system of Z company’s surrender service and issues the questionnaire. Then the reliability analysis of the questionnaire data is carried out by reliability analysis method. The analytic evaluation of the survey data is carried out by the analytic hierarchy process and the fuzzy comprehensive evaluation method, and the key factors influencing the claims settlement of the company Z and the customer satisfaction of the surrender service are found out. Put forward suggestions for improvement, and achieved the result of enhancing customer satisfaction.