| dc.contributor.advisor | 洪叔民 | zh_TW |
| dc.contributor.author (Authors) | 張雅傑 | zh_TW |
| dc.creator (作者) | 張雅傑 | zh_TW |
| dc.date (日期) | 2007 | en_US |
| dc.date.accessioned | 11-Sep-2009 16:48:51 (UTC+8) | - |
| dc.date.available | 11-Sep-2009 16:48:51 (UTC+8) | - |
| dc.date.issued (上傳時間) | 11-Sep-2009 16:48:51 (UTC+8) | - |
| dc.identifier (Other Identifiers) | G0094355039 | en_US |
| dc.identifier.uri (URI) | https://nccur.lib.nccu.edu.tw/handle/140.119/29895 | - |
| dc.description (描述) | 碩士 | zh_TW |
| dc.description (描述) | 國立政治大學 | zh_TW |
| dc.description (描述) | 企業管理研究所 | zh_TW |
| dc.description (描述) | 94355039 | zh_TW |
| dc.description (描述) | 96 | zh_TW |
| dc.description.abstract (摘要) | 關於優質壽險業務員所具有的特質與背景，過去的相關研究大多只考慮從業務端進行資料蒐集，再分析對績效顯著的因素為何。然而顧客為績效之來源，從業務端進行所獲得的研究成果，比較屬於單方面的研究，未必能代表顧客的意見，因此本研究擬由顧客端進行業務員特質、背景與顧客滿意度之相關性研究，先由業務端的研究結果整理出優質業務員具有何種特質與背景，將之發展成評量項目，用以評量顧客對這些特質與背景的看法為何，然後據以發展問卷。 本研究主要分三個階段：第一階段是以結構方程式驗證卓越特質對顧客滿意度之影響；第二階段是探測顧客個人背景對顧客滿意度之影響；第三階段是研究當業務員背景與顧客期望不一致時，會不會對顧客滿意度造成影響。研究結果顯示，卓越特質對顧客滿意度具有正面顯著影響，並發現學歷落差以及顧客個人背景中的性別、年齡與婚姻狀況等因素對顧客滿意度具有顯著影響。管理意涵如下：對於壽險公司而言，人格特質測驗是僱用優質業務員的重要參考依據，且應多僱用大專以上學歷的業務員以滿足顧客的期待；學歷較低的業務員，則應持續提升專業知能，並多專注在年齡層中年以上的顧客。 | zh_TW |
| dc.description.abstract (摘要) | There were many researches conducted to examine the influence of the personal traits and the backgrounds of life insurance salespeople on their sales performance, Those researches, done only from the side of salespeople, concluded that some personal factors have positive effect on the sales performance, ignoring that customer satisfaction is the major source of sales performance. To solve this problem, this research plans to find out the relationship between salespeople’s characteristics and their sales performance from the perspective of customers. It generalizes the points in common from previous researches about high-performance salespeople’s traits and backgrounds; then uses the conclusion to develop the questionnaire to find out what kinds of characteristics do the customers really expect. The result shows that salespeople’s excellent characteristics, academic degree catering to customers’ expectation, gender, age and marital status have positive effect on customer satisfaction. The management applications are specified as follows: First, life insurance company should pay more attention to salespeople’s academic degree. Bachelor degree or above is better according to customers’ opinion. Second, personality test plays an important role in recruiting high-performance salespeople. Third, as to the lower-academic-degree, they should concentrate on developing aged customers and keep strengthening their specialties. | en_US |
| dc.description.tableofcontents | 目錄 第一章、 緒論............................................ 1 第一節、 研究背景與動機................................... 1 第二節、 研究目的........................................ 2 第三節、 研究流程........................................ 3 第二章、 文獻探討........................................ 6 第一節、 壽險業銷售工作分析............................... 6 第二節、 優質業務人員特質之相關研究......................... 9 第三節、 個人背景與績效之相關研究.......................... 16 第四節、 顧客滿意度....................................... 20 第五節、 知覺與期望....................................... 21 第六節、 從顧客端探討業務員特質、背景之相關文獻.............. 22 第三章、 研究方法........................................ 25 第一節、 研究架構........................................ 25 第二節、 研究假說........................................ 26 第三節、 研究方法........................................ 32 第四節、 問卷設計........................................ 34 第五節、 問卷前測........................................ 36 第六節、 問卷發放與回收................................... 36 第四章、 資料分析........................................ 38 第一節、 樣本結構分析..................................... 38 第二節、 敘述性統計....................................... 41 第三節、 信、效度分析..................................... 46 第四節、 卓越特質對顧客滿意度的影響：結構方程式分析........... 48 第五節、 ANOVA分析....................................... 53 第六節、 迴歸分析........................................ 58 第七節、 假設檢驗結果..................................... 63 第五章、 結果討論與建議................................... 65 第一節、 研究結果........................................ 65 第二節、 管理意涵........................................ 66 第三節、 研究限制........................................ 68 第四節、 後續研究建議..................................... 69 參考文獻................................................ 70 附錄一.................................................. 76 附錄二.................................................. 80 | zh_TW |
| dc.language.iso | en_US | - |
| dc.source.uri (資料來源) | http://thesis.lib.nccu.edu.tw/record/#G0094355039 | en_US |
| dc.subject (關鍵詞) | 業務員特質 | zh_TW |
| dc.subject (關鍵詞) | 業務員背景 | zh_TW |
| dc.subject (關鍵詞) | 顧客滿意度 | zh_TW |
| dc.subject (關鍵詞) | 落差 | zh_TW |
| dc.subject (關鍵詞) | 期望與知覺 | zh_TW |
| dc.subject (關鍵詞) | trait | en_US |
| dc.subject (關鍵詞) | background | en_US |
| dc.subject (關鍵詞) | customer satisfaction | en_US |
| dc.subject (關鍵詞) | gap | en_US |
| dc.subject (關鍵詞) | expectation and perception | en_US |
| dc.title (題名) | 由顧客觀點探討壽險業務員卓越特質、背景落差等對顧客滿意度之影響 | zh_TW |
| dc.type (資料類型) | thesis | en |
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