Earticle

초록

영어

Wit the rapidly development of internet and electronic commerce, all kinds of enterprises are experiencing profound changes. In this paper, we make empirical analysis about insurance decision-making in financial institutions, and analyze influential factors based on customer experience .The result shows that speed and quality is the most important factor that will affect consumption decision-making, the coefficient is 0.152 and 0.144; at the same time, consultation and complaint handling speed is also the significant variable, the coefficient is 0.156 and 0.197, however, these factors are often been ignored. So that, the insurance company should enhance customer service consciousness, optimize customer claims experience and provide convenient, fast claims service.

목차

Abstract
 1. Introduction
 2. Literature Review
  2.1. Customer Relationship Management (CRM) Literature Review
  2.2. Data Mining Literature Review
  2.3. Insurance Data Mining Research
 3. Questionnaire and Model Design
  3.1. Questionnaire Survey
  3.2. Structure Model
  3.3. Factors Description
 4. Results and Discussion
  4.1. Exploratory Factor Analysis
  4.2. Factor Analysis Model
  4.3. KMO Test
 5. Conclusions
 References

키워드

저자

• Li Zhou [ School of Management, Minzu University of China,Beijing, China ]
• Ning Zhang [ School of Management, Minzu University of China,Beijing, China ]

참고문헌

발행기관

간행물

표지보기 관심저널 등록

• 간행물명

  International Journal of Multimedia and Ubiquitous Engineering

• 간기

  월간

• pISSN

  1975-0080

• 수록기간

  2008~2016

• 등재여부

  SCOPUS

• 십진분류

  KDC 505 DDC 605