Cac nhan to'anh hu'dng tdi chat lifOng djch vu
bao hiem TNDS chu xe ctf gidi doi vdi ngu'di thu' ba
*-^ PHAM THI THAMH GIANG' Torn tat
Qua khdo sdt 130 chU xe mdy vd chu xe d td dang tham gia bdo hiem trdch nhiim ddn sU (TNDS) dd'i vdl ngUdl thffba tren dia thdnh pho Thanh Hda, bdi viit xdc dinh 7 nhdn td'anh hudng din chdt lugng dich vu bdo hiem TNDS chu xe ca gidi dd'i vdi ngUdi thff ba tgi Viet Nam. Dd Id: Hinh anh cong ty, Khd ndng ddp ffng, Nang lucphuc vu cda nhdn viin, Khd ndng tu vd'n, Ky thugt dich vu, Sff tin cdy, Cong nghi thdng tin. Dua tren kit qud nghien cffu, mot so'hdmy dugc di xud't de ndng cao chdt lugng dich vu bdo hiim TNDS chu xe ca gidi dd'i vdi ngudi thff ba, giup cdc cdng ty bdo hiim thu hut dugc nhieu khdch hdng han nffa.
Tijfkhoa: chdt luang dich vu, doanh nghiip, bdo hiim TNDS chu xe ca gidi dd'i vdi ngUdi thff ba Summary
Through a sui-vey of 130 motorbike and car owners who are participating in civil liability insurance for the third person in Thanh Hoa city, the article identifies 7 factors affecting service quality of this kind of insurance In Vietnam, which are Company image, Responsiveness, Staff capacity.
Counseling ability. Technical service. Reliability, Information technology. From the finding, several implications are proposed to improve the quality of civil liability insurance of motor vehicle owners for the third person so as to help insurance companies attract more customers.
Keywords: quality of services, enterprise, civil liability insurance of motor vehicle owners for the third person
GlOl THIEU
Cha'l lddng dieh vu la mdt va'n dd dd dffdc cac nhd nghidn cffu tim hieu trong nbieu ITnh vdc dieh vu khac nhau (ngan hang, vui ehdi giai tri, sieu thi, he tbd'ng ban le, giao due, benh vien ..); vd ngay cd trong ITnb vLfc bao hiem cung ed nhieu cdng trinh nghien effu (dae biel ttong bao hiem nhdn thp). Tuy nhien, bao hiem TNDS ehu xe ed gidi dd'i vdi ngddi thff ba la mdt nghiep vu khae vdi eae nghiep vu bao hiem khac (d tinh phap ly, binb thffe bdo hiem cd tff nguyen va bat bupc, dd'i tffdng bao hiem trffu tddng, mffc dp thiet hai va can eff bdi thffdng...). Vi the', viee xac dinh vakiem nghidm cde nbdn td'anh hffdng de'n cha't Iffdng djeh vu bao hiem TNDS ehu xe ed gidi dd'i vdi ngddi thffba la rd't Ihie't thffe, nham giiip eae doanh nghiep bao hie'm ed nhffng giai phdp, chie'n Iffde ndng eao chd't Iffdng dich vu cua nghiep vu bao hiem ndy, ddng thdi thuc dly y thffc tham gia cua cde chu xe cd gidi.
CO S6 LY THUYET VA P H U O N G PHAP NGHIEN CCfU
Cd s6^ ly thuyd't
Cha't iffdng dieh vu la vd'n de da dddc cdc nha nghien cffu dd edp tdi tlf rdt lau, tieu bieu nhd nghien cffu cua Parasuraman vd epng sd (1985), Parasuraman va epng sd (1988), Cronin va Taylor (1992, 1994), Asubonteng va edng sff (1996)... Cac md binh va cdng cu do Iffdng chd't lffdng dieh vu cua cdc ldc gia tren da dddc nhffng nhd nghien effu di sau tie'p tuc van dung dd do iddng chdt lddng irong cde nganh dich vu khac nhau.
Trong linh vifc bao hie'm. cha't Irfdne
f >!•• \ I™ ' I f • T '* 'l"y«'' «"h do!
vdl khach hang khi lija chon, guvA rtl„h
"ThS., Tracing Dai hpc Hong Dcfc I Email: [email protected]
Ngiis iiMii bilt 27/I2/201S: Ngay phdn biin: 12/01/2019: Ngiiy iluylt ijmj; IS/01/2019
va chu ddng tham gia bao biem. Dich vu bao hiem ra't trffu tffdng, phffc tap va tap trung vdo nhffng ldi ich trong ttfdng lai (Crosby vd Stephens, 1987), nen khdch hang khd ed the danh gid ehd'l Iffdng dieh vu ngay sau khi mua bao hiem.
Cd rd't nhieu nghien cffu d cac qud'c gia khi do Iffdng ebd't Iffdng dieh vu trong ngdnh bao hiem. Siddiqui vd Sharma (2010),nghien effu ve bao hiem nhan thp tai An Dd da de 6 ihang do gdm: Dam bao; Lap ke' hoach tdi chinh ca nhdn; Tham quyen; Hffu hinh; Hinh anh cdng ly; Cdng nghe. Tac gia Bande (2013) khi nghidn, effu bao hiem nhdn thp d midn Nam An Dp cung de xud'l 6 thang do, gdm: Dam bao; Ldp kd'hoach tai chinh ca nhan; Hinh anh doanh nghiep; Cdng nghd; Thd'm quyen; Hffu hinh. Cdn nghien cffu cua Arokiasamy
& Huam (2014) dd'i vdi bao hiem d td d Malaysia gdi y 5 thang do, do la: Dp tin cdy; Hffu hinh; Dam bao; Dong cam;
Phan hdi.
Dffa tten tdng quan nghidn effu ve do Iffdng cha't Iffdng dich vu ttong cac Ioai hinh bao hiem va tbdng qua khao sdt dinh tinh vdi phdng van sdu cung nhd eae cau hdi md, tac gia de xud't 7 nbdn to'vdi 42 bie'n quan sat ed anh hffdng de'n eha't lu'dng dich vu bao hidm TNDS cbu xe cd gidi dd'i vdi ngffdi thff ba, bao gdm: Hinh anh cdng ty (HA); Kha nang ddp ffng (KN); Nang life phuc vu cua nhan vien (NL); Kha ndng tff vd'n (TV); Ky thudt dich vu (KT); Sff tin cay (TC); Cdng nghe thdng tin (CN).
Phffdng phap nghidn cffu Tac gia tien hanh phdng vd'n trffe tiep 130 chu xe may va chu xe d td dang tham gia bao hiem TNDS dd'i vdi ngffdi thff ba, tai cac cdng ty bao hiem tren dia ban thanh phd Thanh Hda. Thdi gian dieu tra difdc thffc bidn tff ngdy 25/09/2018 de'n ngay 12/10/2018.
Thang do Likert 5 cd'p do (tff 1-hodn loan khdng ddng y de'n 5-hoan todn ddng y) dffdc sff dung trong bang hdi. Cdc thang do dffdc kiem dinh dp tin edy bdng cdng cu^ Cronbach's Alpha. Dff lieu dffde xu'lj bang phan mem SPSS (Bdi viit sff dung cdch viit sd thdp phdn theo chudn qudc ti).
KET QUA NGHIEN cOu Kidm dinh do tin cgy cua thang do Ket qua kie'm dinh lan I cho bie't,
BANG 1: KET QUA KIEM DjNH Hg SO CRONBACH'S ALPHA LAN 2 Big'n
Hinh anh c6ng ty HAI HA2 HA4 KJia nang dap ffng
KNI KN2 KN3 KN4 KN5 Nang life phue vu
NLI NL2 NL3 NL4 NL5 NL6 NL7 NL8 NL9 NLIO NLll NL12 Ky thuat dich vu
KT!
KT2 KT3 KT4 KT5 KT6 KT7 Kha nang trf vS'n
TVl TV2 TV3 TV4 Stf tin cay
TCI TC2 TC3 TC4 TC5 Cong nghfe
CNI CN2 CN3 CN4
Trung Phtfefng sai binfathangdo thang do n^u ng'u loai big'n loai big'n
Tifrfng quan Cronbach's A big'n tong ng'u loai big 0 7.00
6.78 7.07
3 022 3 049 3.185
.696 .705 .575
0 14.82
14.77 14.64 14.85 14.83
11.086 10 735 11 666 10.952 10.581
.824 830 782 763 .825
0 3841
38.51 38 59 38.41 38.40 38.41 38.50 38.63 38.47 38.35 38.42 38.34
59,22, 58.66f 58 28' 59.58, 60.85 60 69C 59.16, 58.48-"
60.62C 60.77J 61.293 62.07?
.731 .726 .683 .672 637 ,6!4 .693 .693 .587 .664 .588 .530
0 22.33
22.36 22.38 22.36 22 32 22 34 22 34
20.087 18.723 18.735 19.97C 19913 20.299 19.735
714 .827 ,812 .684 .637 .557 .652
0 11-03
11,12 11-00 11.16
6.382 5.339 6 234 5 532
.717 .773 .739 .755
0 14 64
14 50 14 33 14.61 14 22
9.227 8.875 10.414 8 833 10.620
.69 .75 .61 -74 .56
[ifaa n
sns
696 688 824 924 903 902 912 916 903 913 903 903 905 905 907 908 904 904 909 906 909 911 894 877 863 865 880 886 896 884 880 857 836 849 842 858 825 806 843 809 854 0.780 11,35
11.29 11.34 11,27
4.586 4 304 4.383 4.999
.57 .62 .63 .50
.731 .704 702 763
BANG 2: KIEM DINH KMO VA BARTLETT'S TEST Kaiser-Meyer-Olkin Measure of Sampling Adequacy.
Banlett'sTestof Sphericity
Approx. Chi-Square df
Sig.
.848 6692.619 780 .000
thang do "Hinh anh cotiL .v ~^> -H bien bi loai (HA3) va thang .- S "g"?
CO oi bie'n bi loai (CN-' . ilo ^° '"""S quan vdi bie'n tdng nho nOn 0.3.
Tac gia tie'p tuc kiem dinh dp tin c|y lan 2 (Bang 1). NMn chung, ciSc thang do tten deu co h6 sd Cronbach's Alpha kha
Component 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36 37 38 39 40
BANG 3 Initial Eigenvalues Total
9.064 5 752 2 804 2 652 2 115 1.977 1.462 996 986 855 829 .752 700 -690 .617 .602 553 518 .486 476 460 428 379 372 .342 321 289 -282 -267 2^3 241 227 212 195 -175 .163 .150 .133 .128 .096
%of Variance
22 661 14.380 7.011 6.631 5.286 4 942 3 655 2.489 2 466 2 136 2 073 1-879 1.751 1,726 1543 1-505 1-382 I 295 1 215 1 189 1 1.50 1 069
94S 929 856 802 723 705 ,666 637 603 568 530 487 -437 -408 375 -332 320 240
Cumulative
%
22.661 37.041 44.052 50.683 55.969 60.911 64.566 67.055 69.520 71-657 73.730 75.609 77.360 79.085 80 628 82 133 83 515 84 81 1 86.026 87 215 88-365 89 434 90 382 91 31 1 92 167 92 969 93 692 94 396 95 063 95 700 96 303 96,871 97 401 97 887 98 325 98 733 99 108 99 440 99 760 100 000KET QaA KIEM DjNH PHCfdNG SAI Extraction Sums of Squared Loadings Total
9.064 5.752 2.804 2-652 2.115 1.977 1.462
%of Variance
22.661 14.380 7.011 6.631 5.286 4.942 3.655
Cmntilative % 22 661 37.041 44 052 50 683 55.969 60 911 64 566
Rotation Sums of Sq Total
6.248 4.616 3.638 3.427 3.091 2 518 2.288
ngu6n-
%of Variance
15-620 11.540 9.096 8.567 7.728 6 295 5.721
Ket qua K:I uaredLo'a^lnM
CumulatiT^i' 15.620 27,!60 36 256 44.822 52.550 58 845 64 566
~~— ~~~^~-
1
^^~-
••,^Zr;~7r-^
cao (>0.7). Ta't ca cac bien quan sat cua thang do nay deu cd he so tifdng quan bien tong Idn hcfn 0.3, do do diu difdc su"
dung cho phan tich EFA ti6p theo. Nhif
\iy, sau khi phan tich he so Cronbach's Alpha va loai bo 02 bi§'n quan sat Ichong dam bao d6 tin cay, m6 hinh con lai 40 bien quan sat dgc lap. Ta't ca cac thang do con lai sau khi kiem tra d6 tin cay Cronbach's Alpha se du'dc dUa vao phan dch nhan to EFA.
PhSn ti'ch nhSn td'kham pha (EFA) Phdn tich KMO vd Bartlet's lest Bi danh gia phifdng phap EFA co thifc Slf phil hcJp trong nghien citu hay Idiong, tac gia tie'n hanh kiem dinh KMO and Bartlett's de xem xet sif thich hdp cua nhan to. Qua ke't qua Bang 2, gia tri KMO dat 0.848 > 0.5, cho thay viec ap dung EFA la hoan toan phil hdp.
B&n canh do, kiem dinh Bartlet's cho gia tri'Sig. = 0.000 < 0.05, chiing to cac bie'n doc Mp khong c6 tu'dng quan vdl nhau trong tdng the. Nhu' vay, gia thuye't m6 hinh nhan to' khong phu hdp bi bac bo, hay ndi each khac, du" lieu de phan t!Ch nhSn to la hoan toan pbii hdp.
Ngoai ra, ke't qua cung cbbo bie't, cac gia tri eigenvalue ldn hdn 1 va kiem dinh phifdng sai cong don bang 64.566% (ldn hdn 50%), dat yeu ciu (Bang 3).
Phdn tich nhdn to EFA aic bie'n dgc lap Ket qua phan tich ma tran xoay 40 big'n quan sat cua 7 bie'n dpc lap dUdc chia jam 7 nhdm nban to' nhif ban dau, cac bie'n diu co he so Factor loading
>0,5, cho thay phan tich nhan to la phii hdp. Nhif vay, ta't ca 7 nhan to' deu cd anh hudng den cha't Iifdng dich vu bao hiem TNDS chu xe cd gidi do'i vdi ben thif 3.
KET LUAN VA H A M Y Ke't qua nghien cu'u cho tha'y, co 7 nhan to anh hifdng de'n cha't lu'dng dich vu bao hiem TNDS chu xe cd gidi do'i vdi ngifdi thif ba, bao gom: Hinh anh cong ty, Kha nang dap u'ng, Nang lUc phuc vu cua nhan vien, Kha nang tif van, Ky thuat dich vu, Slf tin cay, Cong ngb$ thong tin.
Nhtf vSy, de nang cao chat iifdng dich vu bao hiera TNDS chu xe cd gidi doi vdi ben thif ba, cac cong ty bao hiem can chu trong c6ng tac tif va'n. Vi bao hiem TNDS chu xe cd gidi d6'i vdi ngUdi tbu* ba la mSt nghiep vu mang tinh bat buoc do'i vdi cac chu xe, nen trach nhi6m tif va'n ban dau
BANG 4: PHAN TICH NHAN T 6 KHAM P H A CHO CAc BIEN DOC LAP TRONG MO HIMH
NLI NL2 NLS NL7 NL3 NLIO NL4 NLS NL6 NLll NL9 NL12 KT2 KT3 KT4 KTl KT7 KT5 KT6 KN5 KN2 KN4 KN3 KNI TC2 TC4 TCI TC3 TC5 TV2 TV3 TV4 TVl CNI CN3 CN2 CN4 HA2 HAI HA4
Component 1
,793 ,787 .746 ,744 .744 731 .725 .702 .683 .65!
,636 584
2
,841 838 .766 .758 .720 .715 .640
3
.830 .779 -776 .771 .742
4
836 812 ,761 .709 .668
5
.862 834 .823 .811
6
.777 .741 ,740 .669
7
.848 .839 .735
BANG 2: KIEM DINH KMO VA BARTLETT'S TEST Kaiser-Meyer-Olkin Measure of Sampling Adequacy.
Bartlett's Test of Sphericity
Approx. Chi-Square df
Sig.
.848 6692.619 780 .000
thang do "Hinh anh c6n= y" - •• 0 ' ^":1 bi loai (HAS) vi thane ," ' 'S "B"*
CO oi bien bi loai (CN " i" ^° "'"'"S quan vdi bie'n tong nho i,^n 0-3-
Tac gia tiep tuc kiem Jinh do tin cSy lan 2 (Bang 1). Nhin chung, cac thang do tren diu co he so Crcnbach's Alpha kh4
Component 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36 37 38 39 40
BANG 3 Initial Eigenvalues Total
9,064 5.752 2.804 2.652 2.115 1.977 1.462 .996 .986 855 .829 .752 700 .690 617 602 553 .518 486 .476 .460 428 .379 .372 .342 .321 289 .282 267 .255 .241 .227 212 .195 .175 163 .150 133 128 096
%of Variance
22.661 14.380 7.011 6,631 5 286 4 942 3 655 2 489 2.466 2.136 2.073 1 879 1.751 1726 1 543 1505 1.382 1295 1 215 1.189 1 150 1.069
948 .929 .856 .802 723 705 .666 .637 .603 .568 530 487 ,437 408 375 .332 320 .240
Cumulative
%
22.66137.041 44.052 50.683 55.969 60.911 64.566 67.055 69.520 71.657 73.730 75.609 77,360 79 085 80 628 82 133 83.515 84,811 86 026 87.215 88 365 89.434 90 382 91 311 92.167 92 969 93 692 94,396 95.063 95 700 96 303 96.871 97.401 97.887 98.325 98.733 99.108 99,440 99 760 100.000
KET QQA KIEM DINH PHCTClNG SAI Extraction Sums of Squared Loadings Total
9.064 5 752 2.804 2 652 2.115 1 977 1462
Variance 22.661
14.380 7.011 6 631 5.286 4.942 3.655
Cumulative % 22 661 37.041 44.052 50 683 55.969 60.911 64 566
Relation Sums of Squared LoadmgS Total
6.248 4.616 3.638 3.427 3.09!
2.518 2.288
Mguon
%of Variance
15 620
! I 5 4 0 9 096 8 567 7.728 6 295 5 721
Ket qua y.\s CumoIabTe ^
%
15 620 27.160 36.256 44.822 52.550 58.845 64.566'~~~~
cao {>0.7). TS't ca cac bie'n quan sat cua thang do nay deu cd hd sd tifdng quan big'n tong ldn hdn 0.3, do do deu difdc siJ dung cho phan tich EFA tie'p theo. Nbu"
vay, sau khi phan tich he so'Cronbach's Alpha va loai bo 02 bie'n quan sat khdng dam bao d6 tin cay, mo hinh con lai 40 bie'n quan sat ddc lap. TS't ca cac thang do con Iai sau khi kiem tra dp tin cay Cronbach's Alpha se difdc du'a vao phan tich nhan to' EFA.
PhSn tich nh3n to kham pha (EFA) Phdn tich KMO vd Bartlet's test Bi danh gia phifdng pbap EFA co thifc s\i phu hdp trong nghien culi hay khQng, tac gia tie'n hanh kiem dinh KMO and Bartlett's Ai xem xet sif thich hdp cua nhan td. Qua ket qua Bang 2, gi^ tri KMO dat 0.848 > 0.5, cho tha'y viec ap dung EFA la hoan toan phil hdp.
Ben canh do, kiS'm dinh Bartlet's cho gia tri'Sig. = 0.000 < 0.05, chu'ng to cac bie'n ddc lap kb6ng cd tifdng quan v6i nhau trong t6ng the. Nhif vay, gia thuyg't mo hinh nhan t6' khdng phu hdp bi bac bo, hay ndi each khac, diJ lieu de ph^n tich nhan to'la hoan toan phil hdp.
Ngoai ra, ke't qua cung cbbo bid't, cac gia tn eigenvalue ldn hdn 1 va kiem dinh phifdng sai cdng don bang 64.566% (ldn hdn 50%), dat yeu ctu (Bang 3).
Phdn tich nhdn to EFA cdc bie'n dgc lap Ke't qua phan tich ma tran xoay 40 bien quan sdt cua 7 bie'n ddc lap difdc chia lam 7 nhdm nhan to' nhif ban diu, cac bie'n deu co he sd Factor loading
>0.5, cho tha'y phan tfch nhan to' la pbii hdp. Nhu vay, ta't ca 7 nbSn to' d^u co anh hu'dng de'n cha't Iifdng dich vu bao hiem TNDS chu xe cd gidi dd'i vdi ben thif 3.
KET LUAN VA HAM Y
Ket qua nghien cifu cho tha'y, cd 7 nhan to' anh hifdng de'n cha't Iifdng dich vu bao hiem TNDS chti xe cd gidi ddi vdi ngifcfi thiJba, bao g6m: Hinh anh cdng ty, Kha nang dap u'ng, Nang life phuc vu cua nhan vien, Kha nang tu va'n, Ky thuat dich vu, Slf tin cay, Cdng nghe thdng Un.
Nhif vay, de nang cao cha't lu'cfng dich vu bao hiem TNDS chu xe cd gidi dd'i vdi ben thifba, cac cdng ty bao hi€m can chii trpng cong tac tUva'n. Vi bao hiem TNDS chu xe cd gidi ddi vdi ngifdi thi? ba la mot nghiep vu mang tinh bat buoc dd'i vdi cac chij xe, ngn trach nhiera tu' van ban dau
BANG 4: P H A N TICH NHAN TO K H A M P H A CHO c A c BIEN DQC L^P TRONG MO HiNH
NLI NL2 NLS NL7 NL3 NLIO NL4 NL5 NL6 NLll NL9 NL12 KT2 KT3 KT4 KTl KT7 KT5 KT6 KN5 KN2 KN4 KN3 KNI TC2 TC4 TCI TC3 TC5 TV2 TV3 TV4 TVl CNI CN3 CN2 CN4 HA^
HAI HA4
Component 1
.793 .787 .746 744 .744 .731 .725 .702 .683 .651 .636 584
2
.841 .838 .766 758 720 .715 .640
3
,830 .779 .776 .771 .742
4
.836 .812 .761 .709 .668
5
862 .834 .823 .811
6
777 741 .740 ,669
7
848 .839 .735
cua ngu'di cung cap dich vu la rat quan trong. Khi tif va'n tdt se lam khach hang hai long bdn va hieu ro nhiJng quyen ldi va trach nbiSm cua ngifdi tham gia bao hiem nay nhif the nao. Dieu nay se tranh du'dc nhffng tranh chap, kien tung hay cac khd khan khi giai quyd't boi thifdng ddi vdi doanh nghiep. Dong thdi, de dam bdo cho minh va phUdng tien cQng nhif nhu'ng trach nhiem boi thudng, cac thiet hai cd the co khi cd va cham giao thong xay ra, khach hang co the tham gia them cac gdi bao hiem tif nguySn khac nffa.
Khi Ichai thac thi trffdng, yeu ciu cac khai thac vidn phai hieu, phan tich va giai thich day du cho khach hang hieu dUdc pham vi bao hilm cua hdp dong bao hiem.
Dong thdi, ndi ro cho khach hang hieu dUdc cac nguyen tac khi tham gia bao hiem cung nhu cac quyen ldi va trach nhiem ma khach hang phai thu'c hien khi cd sff kidn bad hiem xay ra. TS't ca cac trffdng hdp phai dffdc thoa thuan mgt each ky iifdng va rd rang tru'dc khi ky ket hdp dong, tranh tinh trang khach hang khong hieu vi cac dieu kboan cua hdp dong va gay khue mac vdi cong ty cho khach hang do, dac bi$t la khi giai quye't boi thffdng.
Ben canh trach nhiem tu' van ban diu, di nSng cao chat lu'dng dich vu nghidp vu bao hidm nay, ban than cdng ty bao biem hay nban vidn bao biem pbai c6 trang phuc lich sff CLing vdi thai do, each giao tid'p, xff sif khi
lam vide, cung nhif khi tiep nhan cac thong tin khid'u nai, thac mac, phan hoi tff phia khach hang cln dam bao Uch thiep, hda nha va cd trinh dd.
Biy manh cong tac tuydn bruyin, quang cao lam gia tang sffe hiit, sff quan tam cua khach hang ddi vdi nghidp vu bao hiem TNDS chu xe cd gidi ddi vdi ngffdi thff ba. Cd the td chu'c cdc cuge hdi thao, hpi nghi tff van ttffe tid'p, tai cho cho khach hang nham vffa quang ba truydn thdng cho thffdng bidu cong ty bao hiem, vffa nSng cao dUdc nang life dap ffng nhu cau tham gia bao hiem cua cac chu xe cd gidi.
Ngoai ra, ttong qua trinh giai quye't thu tuc bao hiem, can boi thffdng diing, du va kip thdi; quan tam tdi khach hang;
giai quye't khieu nai, thac mic mot each hdp ly va thda dang; hd trd, giup dd khach hang trong xff ly ddi vdi van de hau tai nan; ddn gian hda thu tuc boi thifdng; thffc hien dich vu theo diing cam ket; giff hi mat ddi vdi cac thdng tin Hen quan de'n khach hang; sif dung cac cdng cu cdng nghe thdng tin ho trd dich vu nhanh chdng va thuan tien...L3
T A l X I E U T H A M J C H A a _ _ _ _ _
1. Arokiasamy, A. R. A., Huam, H. T. (2014). Assessing the relationship between service quality and customer satisfaction in the Malaysian automotive insurance industry, Middle-East Journal of Scientific Research, 20(9), 1023-1030
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