| Summary: | 碩士 === 國立屏東科技大學 === 農企業管理系 === 94 === Abstract
Student ID︰N9350015
Title of Thesis︰A Study on the Relationship between Farmers’ Association Service Quality and Farmer Insurance Takers’ Satisfaction
Total Page︰100
Name of Institute︰Graduate Department of Agribusiness Management, National Pingtung University of Science and Technology
Graduate Date︰June, 2006 Degree Conferred︰Master
Name of Student︰Hsieh, Shui-Tsai Adviser︰Dr. Ke-Chung Peng
The Contents of Abstract in this Thesis︰
Recently, the service industry is in vigorous development in Taiwan. Particularly, Insurance Service is related to the provision of basic social security in the economic field and medicare to some extent. Farmer health insurance is one of the social insurances which is taken by our government to help farmers’ health care, to reinforce their welfare and also to stable the country living standard. It’s also the direct service that the farmer association being authorized by the government to bring into the practice. Emphasizing the core value of serving all farmers, the farmers’ association should be more customer-oriented and upgrade customer satisfactions in terms of pro-actively providing high quality diverse service categories.
The research building up this thesis is preceded mainly by questionnaires to customers of farmer associations in Taiwan. And descriptive statistic analysis, ANOVA and path-analysis three methods analyze the result. This research aims to inspect and find out the interactions between:
(1) The service quality of the farmer association and the customer satisfaction level
(2) Customers’ complaining behavior, complaint management/solutions for claims and the customer satisfaction level
This result concludes that there is a positive relation between customer’s satisfaction, service quality of the farmer association and complaint management. Furthermore, with the result and analysis here, this research expectedly can be a guide for future improvement in this service field and also can be taken into a serious consideration for Farmer’s Association in Taiwan when examining their service quality and resetting their insurance marketing strategies.
Key words: Service Quality；Customer Satisfaction；Complaining Behavior；Complaint Management
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