A Study on the Trend of Travel Insurance Online-On a Service Quality Perspective

• Main Authors: LIN, YI-WEI, 林儀瑋
• Other Authors: CHIANG, CHAO-FENG
• Format: Others
• Language: zh-TW
• Published: 2019
• Online Access: http://ndltd.ncl.edu.tw/handle/wpme9r

碩士 === 逢甲大學 === 風險管理與保險學系 === 107 === The purpose of this study is to compare the ways of online insurance, salesmen and other insurance channels to purchase travel insurance, and to understand the differences of service quality in different ways of purchasing for customers. This article mainly from the consumer demand side to explore online travel insurance, and reflects the real needs of consumers. This study conducted a questionnaire survey on adults over 20 years of age by means of random distribution of online questionnaires, and then analyzed the service quality of consumers by statistical methods. The service quality of consumers was divided into three parts, including policy consultation service before insurance, assistance and claim settlement during insurance period and after insurance period. Consumers' loyalty to their insurance channels is analyzed and discussed. This study shows the validity of 741 questionnaires, nearly 76% of the respondents said that they had not used online travel insurance and that there was still room for improvement in their understanding of the access. However, 56.8% of the respondents believed that online access would still be the mainstream trend in the future. Finally, this study explores the transformation and change of insurance channels is inevitable, but how to pursue the trend of online insurance while maintaining the advantages of traditional insurance channels, so that innovative insurance channels can be closer to the real needs of consumers.