A Study on the Insurance Services and Personal Background for Over the Counter Policyholders

[[abstract]]中文摘要 在保險業競爭激烈的時代，合併後的保險公司，隨著業務量的擴大，同時也面臨整合後保險服務量的增加，身為第一線的行政人員，如何在保戶辦理保險服務時，適當的回答保戶問題並即時提供相關服務，是很重要的挑戰。 本研究以T公司臨櫃辦理保險服務者為研究對象，隨機選取高雄分公司近期臨櫃辦理保險服務的保戶，分析包括性別、年齡、保額、投保類型、職業類別、投保年期、投保保齡、投保家數、及有無理賠等保戶資料透過卡方檢定、無母數之單一樣本Kolmogorov-smirnov檢定及Kruskal-Wallis檢定、Mann-Whitney檢定等統計分析，藉以了解保戶辦理保險服務與其變數之相關性。 實証分析結果發現保戶不會因性別、職業類別、投保家數，而影響欲辦理保 險服務的選擇，反之保額高低與年齡、投保類型、投保保齡及辦理保險項目上有顯著性的差異，保額較低者臨櫃者多，不同級距的保戶年齡及投保保齡，服務需求也較多元化，其中以保戶年齡和投保保齡愈長者，臨櫃辦理貸款、還貸款等服務較頻繁，無理賠者辦理解約服務較高。由上述說明了解保戶的個人資訊對影響保戶辦理保險服務項目皆有其意義。[[abstract]]ABSTRACT In the era of fierce competition in the insurance industry the merged insurance companies have expansion of business volume While facing increased amount of consolidated insurance services it’s a very important challenge for the first line administrative staff to appropriately answer policy holders’ questions and provide the immediate related services In this study we select T company’s policyholders who come to the counter for insurance services as the object and use the chi-square test nonparametric one-sample Kolmogorov-smirnov test Kruskal-Wallis test Mann-Whitney test to analyze the data including genders age insurance coverage insurance type occupational category insured year insured period and insurance claims in order to understand the correlation of policyholders’ insurance service transactions and its variables The empirical results show that gender occupational category the number of insurance company won’t affect the choice of insurance services On the contrary there are significant differences in the impact of the insured amount age insurance type insured age The lower insured policyholders come to the counter more often and different age groups and insured periods demand more diversified services Elder policyholders tend to go to the counter to apply and repay loans more frequently and policyholders who don’t have claims use termination services more The study demonstrated that policyholders’ personal information affect the choices of insurance service significantl