銀行產業在台灣是屬於一個高度競爭的行業，在競爭下為求生存只能不斷創新獲利模式。由最早的企業金融放款，演進到個人消費信用貸款；由信用卡手續費收入，演進到財富管理手續費收入。回顧過往銀行發展的產業史，可以發現銀行已由承擔放款風險的利差收入，進化到藉由專業化服務賺取無風險手續費收入的新世紀。財富管理業務已是各家銀行兵家必爭之地，而其中決戰的主戰場又以保險產品的行銷最為激烈。
本文以Y銀行為個案研究目標，因為它是首波台灣政府開放民營銀行中，由專業經理人創設且迄今於銀行的各項業務中皆名列前茅的模範生代表。銀行近年來已成為保險公司最大的行銷通路，最主要的原因在於市場低利率的環境下，保險產品能提供相對定存為高的報酬且能享有稅賦上的優惠。然而在主管機關加強對保險業的監理，要求類定存保險產品淡出保險市場後，銀行未來行銷保險產品的策略又該何去何從?
本研究使用問卷調查量化分析之方式，以Y銀行顧客中曾購買過保險產品之顧客為研究對象。另外，也將問卷調查中所發現的問題設計成訪談大綱，針對Y銀行通路主管進行質化深度訪談，期望藉由探討「服務品質、品牌形象、認知價值」對顧客滿意度及顧客忠誠度之關係，提供Y銀行未來訂定保險產品行銷策略的建議，更希望能健全保險產業的發展，讓保險產品回歸最原始的保障需求。
本研究得出下列結論：第一、銀行若能持續提供優質的保險軟硬體服務，銀行通路仍將長期佔據保險公司最大行銷通路的王座。第二，銀行的品牌形象優於保險公司，但仍需慎選合作的保險公司，避免損及自身品牌商譽。第三、認知價值對顧客滿意度及忠誠度影響很大，銀行應善用顧客對銀行認知較保險公司為佳的優勢。第四、銀行應加強理專的保險教育訓練，提升同仁專業的保險知識與行銷技能，方能滿足消費者對於銀行理專服務品質提升的期待。第五、銀行應該多行銷保障型保險產品，讓保險回歸保障之本質，讓顧客保險需求得到滿足，因此產生滿意度進而帶來忠誠度。 / Banking is a highly competitive industry in Taiwan. Banks have to keep renovating the profit model to survive. Banking evolution starts from early corporate lending, consumer lending, and credit card fee income to wealth management fee income. Learnt from the history, banks fee income is moving from lending, which banks bear the risk, to risk free service fee by providing professional services. Wealth management business is now the battle field in banking, and insurance product business is the fiercest area among others.
The subject of this research is Y Bank. Y Bank was selected because it’s one of the top banks in all banking categories, established by professional manager, and it’s in the first wave of the Taiwan government to open private banks business. Banks are becoming the largest distribution channel for insurance products. Primarily is due to in the low interest rate environment insurance products could provide higher than fixed deposit interest rate and the tax benefit. However, now the authority is tightening the control in insurance industry and expect the Deposit Classed Insurance Products to be phase out the market, what will be the banks’ next step in insurance business?
This study used quantitative analysis of questionnaires way to the bank customer in Y Customers who bought insurance products for the study. In addition, the questionnaire design issues found in a interview outline, qualitative in-depth interviews conducted for the Y channel bank supervisor. This research is looking in the relationship between customer satisfaction and loyalty from service quality, branding, perceived value aspects. Furthermore, hopefully could provide the future insurance product strategies and recommendations to the banks, develop the soundness of insurance industry, and guide the insurance products return to it’s original purpose, protection.
In this study, the following conclusions: First, if banks continue to provide hardware and software quality insurance services, banking channel will occupy the throne of the insurance company's largest long-term marketing channels. Second, the bank's brand image is better than the insurance company, but bank still carefully chooses insurance companies, to avoid compromising their brand goodwill. Third, the perceived value of a great impact on customer satisfaction and loyalty, banks should take advantage of the customer perception of banks is better. Fourth, banks should enhance the knowledge of insurance professional colleagues and marketing skills in order to meet consumer demand for banking services designed to enhance the quality of management expectations. Fifth, the bank should be more marketing protection-type insurance products, the protection of the insurance back to basics, so that the customer insurance needs are met, resulting satisfaction and thus bring loyalty.
| Identifer | oai:union.ndltd.org:CHENGCHI/G0100452015 |
| Creators | 林永傑, Lin, Yung Jie |
| Publisher | 國立政治大學 |
| Source Sets | National Chengchi University Libraries |
| Language | 中文 |
| Detected Language | English |
| Type | text |
| Rights | Copyright © nccu library on behalf of the copyright holders |
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