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URN etd-0725106-105120 Statistics This thesis had been viewed 3757 times. Download 2299 times. Author Pin-Tai Chen Author's Email Address firstname.lastname@example.org Department Management Business Administration Year 2005 Semester 2 Degree Master Type of Document Master's Thesis Language English Page Count 132 Title Service Quality of Auto Insurance Claim: The Antecedent of Customer Satisfaction and Loyalty Keyword Loyalty Satisfaction Auto Insurance Claim Quality of Claim Service Quality Service Quality Quality of Claim Claim Auto Insurance Satisfaction Loyalty Abstract High quality claim service can keep old customer, attract new, reduce claim cost and create profit. From the general viewpoint, almost everyone believes consumer is always the weaker party in filing a claim. This cognition affects the intention to purchase insurance and the image of the non-life insurance company.
From the angle of market competition, automobile companies have the advantage of its marketing and repair and vigorously interfering the automobile insurance market. In order to secure the market, non-life insurance companies has to yield to pressure from automobile companies. As a result, non-life insurance companies had overlooked the services required by consumers, destroying its customer foundation. The root of satisfaction and dissatisfaction of customers to claim service quality was on the service quality perceived by customers during filing a claim. From the current statistics made by the Department of Insurance, there were 310 complaints made by insurance buyer in the non-life insurance industry in 2000, in which 97% were claim dispute cases. Claim dispute cases increased greatly to 565 cases in 2003, which was 97% of the complaints received. Customers were totally dissatisfied, let alone customer loyalty. In the liberalized and competitive market, high quality claim service is an important factor for non-life insurance company to be competitive.
Automobile insurance was used as an example in this study to prove into the interrelationship of claim service quality, customer satisfaction, and customer loyalty. In this study, we found out that claim service quality has a significant and positive effect on customer satisfaction, customer satisfaction, and customer loyalty, and the effect of claim service quality to customer satisfaction differs between customers with and without claim experience. Besides, it was found from the regression analysis made that due to different claim experience, customers have different perception on the attribution of claim service quality. We, therefore put forth method to improve the claim service quality in automobile insurance based on the result of this study to serve as a reference for non-life insurance companies in drawing up their business policy on automobile insurance.
Advisor Committee Hao-erl Yang - advisor
Ming-Chuan. Pan - co-chair
Ming-Yih Yeh - co-chair
Files Date of Defense 2006-06-27 Date of Submission 2006-07-25