중국 비대면 및 대면 자동차 보험 시장의 서비스 품질 공통모델 개발 연구

• Published in: 品質經營學會誌 Vol. 50; no. 3; pp. 387 - 405
• Main Authors: 곽영식, Kwak Young Sik, 한강일, Han Kang-il, 구자경, Koo Ja Kyung, 홍재원, Hong Jae Won, 남윤정, Nam Yoon Jung, 박지영, Pak Ji Young
• Format: Journal Article
• Language: English; Korean
• Published: 한국품질경영학회 30.09.2022
• Subjects: Automobile Insurance; Face-to-face; Non-face-to-face; Service Quality; 학제간연구; Automobile Insurance; Face-to-face; Non-face-to-face; Service Quality
• ISSN: 1229-1889; 2287-9005
• DOI: 10.7469/JKSQM.2022.50.3.387

Purpose: This study aims to develop a communality model to measure the service quality that the customers encounter on face-to-face and non-face-to-face automobile insurance before and after insurance purchase. Methods: For these purposes, we conduct a five-step program to develop a comprehensive communality model to measure service quality except insurance purchase channels. Results: As a result, we find five communality factors: value-added service for automobile maintenance, value- added service for drivers, quickness, dispatch service, and convenience of the service process. And the relative importance of service quality factors was in the order of value-added service for drivers, the convenience of the service process, quickness, and dispatch service, respectively. Conclusion: This study developed the opportunities to enhance service quality to attract customers. And it contributes to the academic literature by reporting the industry-specific service quality model, which maintains a theoretical gap in the online and offline automobile insurance industry.