摘要
基于保险公司客户满意度影响因素的多重性,在总结相关研究的基础之上建立了中国保险公司的客户满意度测评模型,并提出相应的测评指标体系。通过对长沙某保险公司进行问卷调查及因子分析法等分析方法的运用验证测评模型和测评指标的合理性和可靠性。
Based on the analysis of the main influences of customer satisfaction index,this dissertation attempts to build the measure model of customer satisfaction suiting for our insurance companies,and builds the measurement system of the indicators according to the model.Then,this dissertation chooses one of the insurance companies in changsha as the object of investigation,and tests the rationality and reliability of the measure system using the methods of the validity／reliability and correlation.
出处
《经济研究导刊》
2011年第18期78-81,共4页
Economic Research Guide
关键词
保险公司
客户满意度
客户满意度测评
insurance company
customer satisfaction
measurement system of customer satisfaction
