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Ruocheng Zou. A study on the influencing factors of customer satisfaction of Alipay platform commercial insurance. Master's Degree(Business Management). Rangsit University. Rangsit University Library. : Rangsit University, 2022.
A study on the influencing factors of customer satisfaction of Alipay platform commercial insurance
对支付宝平台商业保险顾客满意度的影响研究
Name: Ruocheng Zou
LCSH:
Customer satisfaction
LCSH:
Business insurance
LCSH:
Technological innovation
LCSH:
Information technology
-- Economic aspects
Abstract:
This paper aimed to explore factors of the Alipay insurance platform affecting
consumer satisfaction, to investigate the major problems of the platform, and to
propose guidelines and measures to improve and enhance customer satisf action. This
research mainly focused on the Enjoy, an e Life insurance product. The instrument
was a questionnaire distributed to 756 respondents, and 722 valid data were
collected. Data were analyzed by means of descriptive statistical analysis,
correlati on analysis, structural equation model analysis, etc.
This result revealed that the main factors affecting customer satisfaction were
customer perceived quality, customer perceived value, customer expectation, and
customer perceived service. In terms of pe rceived quality, the strengthening of
high quality cooperation and launch diversified products and the development of
customized personalized new products were necessary For perceived value, improve
cost performance and reduce deductibles; In terms of cust omer expectation, the
research recommended the accuracy of publicity and reasonably guide expectations
to be improved; In terms of perceived service, it was necessary to optimize the
interface settings and strengthen data analysis.
Abstract:
本文旨在探索
中国互联网保险产业中影响消费者满意度的因素，以 支付宝
平台商业保险为主，并调查此平台的特点所产生的影响因素用于分析对于顾客
满意度的影响。这次研究 主要集中在尊享 e 生这个保险产品，从 756 个受访者
那里收集 722 份有效数据，该工具是一个网上问卷。收集到的数据通过描述性
统计分析、相关性分析、结构方程模型分析等方式进行分析，并找出支付宝商
业保险存在的主要问题，同时借助分析影响客户满意度的关键因素，再次基础
上找到改善和增强客户满意度的具体方法和举措。
本文研究
得出以下相关结论：影响客户满意度的主要原因依次为客户感知
质量、客户感知价值、客户预期、客户感知服务。对于感知 质量，就要加强高
质量合作，推出多样性产品与定制个性化新产品的开发；对于感知价值，提高
性价比，降低免赔率；对于感知预期，需要提高宣传准确度，合理引导预期，
改善和增强客户满意度；针对感知服务，就要从优化界面设置，加强数据分析。
Rangsit University. Rangsit University Library
Address:
Pathum Thani
Email:
rattanapornn@rsu.ac.th
Role:
Advisor
Created:
2022
Modified:
2567-03-01
Issued:
2024-03-01
วิทยานิพนธ์/Thesis
application/pdf
chi
DegreeName: Master of Business Administration
Level: Master's Degree
Descipline: Business Management
Grantor: Rangsit University
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RightsAccess:
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Ruocheng Zou
| Title | Contributor | Type |
|---|---|---|
| A study on the influencing factors of customer satisfaction of Alipay platform commercial insurance
มหาวิทยาลัยรังสิต Ruocheng Zou | Assoc. Prof. Yang Shu Chen | วิทยานิพนธ์/Thesis |
Assoc. Prof. Yang Shu Chen
| Title | Creator | Type and Date Create |
|---|---|---|
| The application of the Harvard analytical framework : a case study of Want Want China Holdings Limited
มหาวิทยาลัยรังสิต Assoc. Prof. Yang Shu Chen | Ting Zhao | วิทยานิพนธ์/Thesis |
| Research on marketing strategy based on Chinese SUV market Take Saic-Gm-Wuling Automobile Co., Ltd. as an example
มหาวิทยาลัยรังสิต Assoc. Prof. Yang Shu Chen | Sijie Wang | วิทยานิพนธ์/Thesis |
| The impact of mindful leadership on knowledge workers work motivation
มหาวิทยาลัยรังสิต Assoc. Prof. Yang Shu Chen | Xiaohui Ling | วิทยานิพนธ์/Thesis |
| Relationship between restricted stock plan management and loyalty management from the perspective of corporate governance
มหาวิทยาลัยรังสิต Assoc. Prof. Yang Shu Chen | Junchun Yang | วิทยานิพนธ์/Thesis |
| A study on the influencing factors of customer satisfaction of Alipay platform commercial insurance
มหาวิทยาลัยรังสิต Assoc. Prof. Yang Shu Chen | Ruocheng Zou | วิทยานิพนธ์/Thesis |