Vpliv kakovosti odškodninskih zahtevkov na odnos med uporabnikom in zavarovalnico

Merc Kunej, Domen

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Title:	Vpliv kakovosti odškodninskih zahtevkov na odnos med uporabnikom in zavarovalnico
Authors:	ID Merc Kunej, Domen (Author) ID Kavkler, Alenka (Mentor) More about this mentor... ID Bratina, Borut (Comentor)
Files:	MAG_Merc_Kunej_Domen_2017.pdf (1,51 MB) MD5: D77F0D96D0B60B501AA003FBD4F2C428 PID: 20.500.12556/dkum/da23b6f3-e00c-4888-bb5c-59870476aec5
Language:	Slovenian
Work type:	Master's thesis/paper
Typology:	2.09 - Master's Thesis
Organization:	EPF - Faculty of Business and Economics
Abstract:	Dandanes se uporabniki srečujejo z zelo veliko ponudbo zavarovalnih storitev, ki prispevajo h konkurenčnosti med ponudniki teh storitev. Vse to vodi k nenehnemu izboljševanju storitev in iskanju novih rešitev za pridobivanje uporabnikov. Veliko vlogo v odnosu s strankami ima kakovostna zavarovalna storitev. Podjetja tako stremijo k zagotavljanju dolgoročnih odnosov med uporabniki in podjetjem. V primeru nezgode se srečujemo z aktivnostmi, ki jih prinaša proces reševanja odškodninskih zahtevkov. Le-ta lahko predstavlja dober primer uspešnega sodelovanja med zavarovalnico in uporabnikom zavarovalnih storitev, nudi pa tudi številne informacije o razumevanju odnosa med zavarovalnico in uporabnikom. Prodajne aktivnosti na podlagi odnosov s strankami tako postajajo ključna komponenta, sam koncept pa temelji na individualizaciji partnerskih odnosov in potreb strank, kar se lahko odraža v zagotavljanju zadovoljstva in posledično zvestobi strank. V magistrski nalogi obravnavamo uporabnike zavarovalnih storitev, ki so se srečali s procesom reševanja odškodninskih zahtevkov na področju avtomobilskih zavarovanj. Z raziskovalno študijo nudimo konceptualni model, ki pojasnjuje povezave med dejavniki kakovosti odškodninskih zahtevkov, ki vplivajo na kakovost odnosa, pojasnjuje pa tudi vlogo in pomembnost vsakega od vključenih konstruktov v konceptualnem modelu. S tem zavarovalnice, ki delujejo na slovenskem trgu, dobivajo informacije o dejavnikih kakovosti, ki jih uporabniki zaznavajo kot najpomembnejše v procesu odškodninskih zahtevkov pri avtomobilskem zavarovanju. V teoretičnem delu magistrske naloge smo opredelili in predstavili zavarovalne storitve in se osredotočili na podrobnejšo razdelitev avtomobilskega zavarovanja. Prikazali smo institucionalni regulativni okvir avtomobilskega zavarovanja v Evropski uniji in opisali proces reševanja odškodninskih zahtevkov v primeru nesreče. V raziskovalnem delu magistrske naloge smo oblikovati konceptualni model, s katerim opredeljujemo in analiziramo dejavnike (oprijemljivost, zanesljivost, odzivnost, usposobljenost in prilagodljivost), ki prispevajo k pojasnitvi zaznane kakovosti zavarovalne storitve odškodninskih zahtevkov na področju avtomobilskih zavarovanj ter imajo vpliv na zaznano kakovost odnosa med uporabniki in zavarovalnico. Raziskava je pokazala, da dimenziji oprijemljivost in zanesljivost nimata statistično značilnega vpliva na zaznano kakovost odnosa. Vpliv dimenzije usposobljenost je relativno majhen v primerjavi z vplivom dimenzij odzivnost in prilagodljivost na zaznano kakovost odnosa. Najmočnejši vpliv na zaznano kakovost odnosa med uporabniki predstavljata dimenziji odzivnost in prilagodljivost, pri čemer lahko izpostavimo prilagodljivost kot najpomembnejši dejavnik. Pri preučevanju vpliva zaznane kakovosti odnosa na zaznano vrednost odnosa smo prišli do spoznanja, da zaznana kakovost odnosa statistično značilno pozitivno vpliva na zaznano vrednost odnosa, ki se odraža v zvestobi in predanosti uporabnika do zavarovalnice ter želji po nadaljnjem sodelovanju z izbrano zavarovalnico.
Keywords:	avtomobilsko zavarovanje, odškodninski zahtevki, kakovost storitve, kakovost odnosa, vrednost odnosa
Place of publishing:	Maribor
Publisher:	[D. Merc Kunej]
Year of publishing:	2017
PID:	20.500.12556/DKUM-67732
UDC:	368
COBISS.SI-ID:	12921372
NUK URN:	URN:SI:UM:DK:NJUNR4WN
Publication date in DKUM:	07.12.2017
Views:	1721
Downloads:	198
Metadata:
Categories:	EPF
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Licences

License:	CC BY-NC-ND 4.0, Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International

Link:	http://creativecommons.org/licenses/by-nc-nd/4.0/
Description:	The most restrictive Creative Commons license. This only allows people to download and share the work for no commercial gain and for no other purposes.
Licensing start date:	29.08.2017

Secondary language

Language:	English
Title:	Effects of casualty claims service quality on the relationship between customers and insurance companies
Abstract:	Nowadays, customers face variety of insurance services that contribute to the competitiveness of insurance providers. All this leads to continuous improvement of services and finding new solutions for getting new users. A high-quality insurance service has an important role in customer relationship. Companies strive to ensure long-term relationships between customers and companies. In the event of an accident, we encounter the activities followed by the casualty claims process. It can be a good example of successful cooperation between the insurance company and the user of insurance services and it also provides a wealth of information on the understanding of the relationship between the insurance company and the customer. Sales activities based on customer relationships are becoming a key component and the concept itself is based on the individualization of partner relationships and customer needs, which can be reflected in ensuring satisfaction and, ultimately, customer loyalty. In the master's thesis we deal with insurance services customers who met with auto casualty claims process. Research study provides a conceptual model that explains links between factors of casualty claims service quality, which influence relationship quality, and explains the role and importance of each of involved constructs in the conceptual model. With this research insurance companies, operating on the Slovenian market, receive information about quality factors that users perceive as the most important in auto casualty claims process. In theoretical part of master's thesis, we defined and presented insurance services and focused on a more detailed presentation of car insurance. We have shown the institutional regulatory framework for car insurance in European Union and described the casualty claims process in the event of an accident. In the research part of the master's thesis, we developed a conceptual model that defines and analyzes the factors (tangibles, reliability, responsiveness, assurance and flexibility), which contribute to clarification of auto casualty claims perceived quality and influence perceived relationship quality between users and insurance companies. Research showed that the tangibles and reliability dimensions do not have a statistically significant impact on perceived relationship quality. The significance of the assurance dimension is relatively small compared to the impact of the responsiveness and flexibility dimensions on the perceived relationship quality. Most powerful influence on the perceived relationship quality between users is in responsiveness and flexibility dimensions, by which flexibility can be highlighted as the most important factor. In studying the influence of the perceived relationship quality on perceived relationship value, we noted that the perceived relationship quality has statistically significant impact on perceived relationship value, which is reflected in loyalty and commitment of user to insurance company and desire for further cooperation with selected insurance company.
Keywords:	car insurance, casualty claims, service quality, relationship quality, relationship value

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