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    Title: 銀保人員能力指標評選之研探 : 修正式德菲法及層級分析法之應用
    Other Titles: Using Modified Delphi Method and AHP to evaluate of bancassurance sales competence indicators in Taiwan
    Authors: 鄧佳惠;Teng, Chia-Hui
    Contributors: 淡江大學保險學系保險經營碩士班
    胡宜仁;Hu, Yi-Jen
    Keywords: 銀行保險;銀保人員;修正式德菲法;層級分析法;能力指標;Bancassurance;Bancassurance Sales;Modified Delphi Method;AHP;Competence Indicators
    Date: 2013
    Issue Date: 2014-01-23 13:40:49 (UTC+8)
    Abstract: 西元2001年11月1日金融控股公司法頒布,銀行保險通路發展迅速,2008年初年度保費收入甚至超越保險業務員通路,但銀保人員的高流動率影響銀保業的經營,銀保通路的成功仰賴銀保人員,銀保人員的適才適任為銀行保險通路成功之關鍵因素。銀行保險業者如何在有限的時間與金錢,取捨銀保人員教育訓練的優先順序﹖本研究目的有兩項,一是探討銀保人員需要具備何種條件方能勝任這份職位,二是依照相對權重將能力進行重要性排序。本研究使用修正式德菲法及層級分析法建構銀保人員能力指標架構。
    研究結果發現,在專業能力部分,「保險專業知識」、「金融專業知識」、「風險管理專業知識」、「理財及退休金規劃能力」、「金融及稅務相關法律之瞭解及運用」、「考取金融保險專業證照的能力」為銀保人員重要之能力指標項目;在一般能力部分,「顧客關係建立及維護能力」、「替客戶解決問題的能力」、「情緒管理能力」、「溝通表達能力」、「積極負責的工作態度」、「職業倫理與道德操守」、「使用資訊科技的能力」為銀保人員重要之能力指標項目。
    在整體重要性排序方面,「保險專業知識」為銀保人員首要重要能力,「金融專業知識」為次等重要能力,「風險管理專業知識」為第三重要能力;「顧客關係建立及維護能力」為銀保人員重要程度倒數第三能力,「情緒管理能力」為倒數第二重要能力,「使用資訊科技的能力」則為重要程度最低之能力。
    Bancassurance has been rapidly developing in Taiwan since Financial Holding Companies Law was promulgated on November 1st, 2001. The competence of bancassurance sales was the key to successful bancassurance activities.
    The objective of this study is to evaluate the competence indicators of bancassurance sales and analyze their relative weight and sequence of importance. Firstly, the appropriateness of each competence indicator was decided through the Modified Delphi Method. Secondly, analytic hierarchy process (AHP) was employed to grasp the relative weight and sequence of importance. This study may serve as a guide of training bancassurance sales.
    The result indicated that the order of importance in sequence is insurance knowledge, financial knowledge, risk management knowledge, active attitude, financial planning skills, occupation morality, knowing the laws about finance and taxes, problem solving abilities, finance and insurance licenses qualified, communication skills, customer relationship, emotional intelligence and the abilities of using IT.
    Appears in Collections:[保險學系暨研究所] 學位論文

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