期刊名称：International Journal of Multimedia and Ubiquitous Engineering
印刷版ISSN：1975-0080
出版年度：2015
卷号：10
期号：8
页码：161-170
DOI：10.14257/ijmue.2015.10.8.16
出版社：SERSC
摘要：Wit the rapidly development of internet and electronic commerce, all kinds of enterprises are experiencing profound changes. In this paper, we make empirical analysis about insurance decision-making in financial institutions, and analyze influential factors based on customer experience .The result shows that speed and quality is the most important factor that will affect consumption decision-making, the coefficient is 0.152 and 0.144; at the same time, consultation and complaint handling speed is also the significant variable, the coefficient is 0.156 and 0.197, however, these factors are often been ignored. So that, the insurance company should enhance customer service consciousness, optimize customer claims experience and provide convenient, fast claims service.
