The Comparison of Service Failure and Service Recovery between Domestic and Foreign Life insurance Company in Taiwan-Take Taichung as an Examplein Taiwan

• Main Authors: Yu-Fen Huang, 黃玉芬
• Other Authors: Meng-Jang Lin
• Format: Others
• Language: zh-TW
• Published: 2005
• Online Access: http://ndltd.ncl.edu.tw/handle/v8vdm7

碩士 === 朝陽科技大學 === 保險金融管理系碩士班 === 93 === The content for this thesis included three concepts: (1) The research of consumer complaint behavior. (2) The research of complaint handling method and satisfaction. (3) The research of complaint handling satisfaction and after complaint behavior. The discussion for this thesis, the descriptive conclusion for this research is as followed: (1) The consumer complaint reasons for complaint behavior, the customer complaint behavior for handling complaint, the handling of the consumer complaint for the overall consumer satisfaction. (2) To analysis the difference between local insurance company and foreign company of complaint reason, complaint behavior, complaint handling for the overall consumer satisfaction. (3) To identify the relationship of complaint reason, complaint behavior, complaint handling for the overall consumer satisfaction. Through the research of this thesis, we can find out some difference is as below: (1) Different population variance for complaint reason, complaint behavior, complaint handling to overall consumer’s satisfaction all have noticeable of positive relationship. (2) Different insurance company for complaint reason, complaint behavior, and complaint handling to overall consumer’s satisfaction does not have noticeable differences. (3) Consumer’s complaint reason, behavior, complaint handling to the consumer’s satisfaction all has noticeable and positive relationship. For the insurance company, the consumer complaint handling is positive effect to the consumer’s satisfaction, if the company can face this issues as soon as possible, it will make real good relationship and confidence to the consumer for long time.