保险理赔服务质量评价指标研究

本文分析了理赔服务的主要内容和特点，针对目前保险公司理赔服务现状指出需要改进的方面，指明服务质量评价指标体系的重要性。利用模糊综合质量评价模型，建立具有递阶层次结构的保险公司理赔服务质量评价指标体系，通过层次分析法分别给出了二级指标评价、一级指标评价和总体综合评价的评价方法。最后，根据指标评价法和保险理赔的现实状况，提出了一系列解决建议。

Study on the service quality evaluation index of insurance compensate

This paper analyzed the main content and characteristics of claims service , pointed out that the claims service status of insurance company is needed to be improved and indicated the importance of service quality evaluation index system .The fuzzy comprehensive quality evaluation model was used .The service quality evaluation index system with recursion order hierarchy structure of insurance company was established .Compre-hensive evaluation method of secondary indicators and first -level index through analytical hierarchy process .Fi-nally , according to the index evaluation method and the reality of insurance claims , a series of solutions were put forward .