期刊名称：Економічний вісник Державного вищого навчального закладу Український державний хіміко-технологічний університет
印刷版ISSN：2415-3974
电子版ISSN：2664-2670
出版年度：2018
卷号：8
期号：2
页码：56-61
DOI：10.32434/2415-3974-2018-8-2-56-61
出版社：State Higher Educational Institution “Ukrainian State University of Chemical Technology”
摘要：The problems caused by the protracted crises in an economy by the decline of purchasing demand on insurance services, strengthened a competition at the insurance market. Quality becomes the main reference-point of success today. High-quality insurance service is able not only to attract a client but also form preference for an insurance company. Therefore, the question of quality of insurance service acquires special actuality today. The aim of this article is a theoretical ground of approach to forming of quality of insurance as to the process. The article researches factors of upgrading of insurance on all stages of creation of insurance product and providing of insurance service (marketing, insurance product development, sale, accompaniment of agreement, settlement of losses.). Attention is accented on the necessity of separate consideration of each business process with the aim of exposure of its internal factors of influence on quality of insurance service on the whole. Quality of insurance service on the first stage of its realization is basis for «quality of insurer» in sense of estimation by the consumer of its reliability, popularity, authoritativeness. The level of reliability of insurance companies is determined by rating agencies, but the study of this question resulted in a conclusion about possibility of insolvency of rating (on the example of rating of the prominent American insurer). Leaning on opinion of practical experts-workers, the article offers to consider indexes stabilities of work of insurance company in Ukraine: an insurance brief-case is diversified (balanced and reliable); possibility of proprietors of insurance company, their fate is in a charter capital, participating of company in financially-industrial groups, associations, holding or joint ventures; adequacy of insurance tariffs of risk; level and quality of reinsurance; personnel qualification, presence in the staff of insurance company of competent underwriters, risk managers, appraisers and other specialists; story of company at the market and its openness. The concept of insurance product and insurance service is in-process specified and delimited. It is well-proven that quality of insurance service, first of all, is characterized quality of service, measure of satisfaction of insure. An author comes to the conclusion, that insurance service has an invisible (imperceptible) constituent – psychological basis of insurance, it is sense of confidence and minimization of disturbance (to fear) for the property, life, health to the moment of realization of risk, and material constituent as an insurance compensation on condition of realization of risk. After the insurance accident took place insured quality is estimated on results of implementation of the obligations of an insurer. As perceptibility of material constituent is more substantial for insure than psychological, the timeliness of insurance payments in full or reasonable refuse (only on condition of the complete understanding reasons of refuse) reserve the loop of satisfaction and desire to continue a collaboration.
关键词：insurance defense; insurance product; insurance service; quality of insurance service; description of quality; factors of influence on quality of services; reliability of insurance company; psychological basis of insurance service; material constituent of insurance service
