| Summary: | 碩士 === 長庚大學 === 資訊管理研究所 === 94 === Bankassurance operators in Taiwan are making high waves in the market. They have built very efficient distribution networks for selling numerous insurance policies. Meanwhile, many critics have been demanding better service qualities from those operators. “ The Bankassurance operators are loosing their balance. They weight too much on selling, and ignore the attached service. The policy buyers are not fully disclosed for the benefit that they are entitled to have.”, Professor J.L. Peng and Mr. Wu, General Manager of SK Life, share the same view.
The guru Kotler suggests the enterprises to open their ears to the customers. “Complaints are actually the opportunities in their disguises.” The research hereby intends to explore the issue of duty of disclosure and representation, which tops the customer argument list in Bankassurance services. Such issue can never be over emphasized as the Life is generating bigger and bigger revenues. And the heat is expected to grow. This product has been the most focus as the duty of disclosure are discussed in the Bankassurance operation experience.
This survey has obtained a major finding that the improvement made to better the disclosure duty also help the operators review their service process and benefit the overall efficiency. This survey has established a service improvement model as well as a B2B information agency framework. This job has done by looking into particular theories both in marketing and information management fields. Disconfirmation paradigm and PZB Gap Model also help to constitute a solid base of this survey.
Miller suggested information quality is crucial to a successful information system design. This survey is applying both URL ( ) model and system demonstration to explain how an attached service like duty closure could be exercised in practice. Quality is therefore appropriately be managed. This survey also proves offering such attached service in a well-managed manner would improve the service of bancassurance operation that diversifies products to meet te ever changing demand in the market.
This survey proposes to extend the effort of service quality improvement into other service issues deemed important. The benefit for all of consumers, insurance companies and bancassurance operators would mutually achieved by perfecting qualities in all diversified services. Building B2B agency framework, exploring information sources, and making information transparent are all useful approaches for bringing better service quality.
KeyWord：Bancassurance、E-Commerce、Duty of disclosure and representation 、Information Quality、UML
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