1. Trang chủ
  2. » Giáo Dục - Đào Tạo

Nghiên cứu tác động của chất lượng dịch vụ tới sự hài lòng của khách hàng trong bảo hiểm trách nhiệm dân sự chủ xe cơ giới đối với người thứ ba nghiên cứu thực nghiệm tại tỉnh thanh hóa

229 41 0

Đang tải... (xem toàn văn)

Tài liệu hạn chế xem trước, để xem đầy đủ mời bạn chọn Tải xuống

THÔNG TIN TÀI LIỆU

Thông tin cơ bản

Định dạng
Số trang 229
Dung lượng 3,41 MB

Các công cụ chuyển đổi và chỉnh sửa cho tài liệu này

Nội dung

Trang 2

ab  845e7  ?;  gh78

ib  845e7

NN





  14 k ilil

Trang 3



Trang 4

WXWXz{o]j|]}Z[}]~]glx]abc]Z\d`]e[gZ]^Z\_`]hi^]jk]gZl]mn]rs\]tq\]^puv\]Zw]ax]t€]g[g]‚ƒ]r„^Z]abc]t_]‚ƒ…^]~†\]glx]‡Z[gZ]Z€^pˆXXXXXXXXXXXXXXXXX

‰ˆ‰ˆŠ]‹Œg]eu^p]glx]abc]Z\d`]e[gZ]^Z\_`]hi^]jk]gZl]mn]go]p\q\]rs\]tq\]^puv\]Zw]

ŽXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX

%‘44’3S”FO:;<48=3D@FO>?@4ABC"•

‰ˆ–ˆ‰]YZ[\]^\_`]gZ—e]u†^p]h„gZ]t˜]abc]Z\d`XXXXXXXXXXXXXXXXXXXXW™

‰ˆ–ˆ–]{[g]`š]Z›^Z]rc]~uv^p]gZ—e]u†^p]h„gZ]t˜XXXXXXXXXXXXXXXXXXXWœ

Trang 5

u3h34Ǚ  !9$

u3h32 È!}•k!$

Trang 6

klmnjoAqraostsAulvuAjwjoAkxyAklzfAgm{joA|}klA~€AfjoA‚ƒAl„sAg…joAk†xAdlvklAl„joAf‡yjoAˆtyAls‰ŠAf‡vklAjls‹ŠA|wjA

‚ƒAkl†AŒAknAosŽsABsA~ŽsAjomsAfl‘Aˆx@a``````````````abb’"

q@“AB”DEAE•XDFA–ECJA—G˜DAJE”A—•™DFAš›œAEG˜A~GžJAjOa```````````abb’"

q@ŸAoG›GA–EC–ADTDFAKOœAKE JA•¡DFA¢”KEA£¤€A¥DFAHIAEYGA[DFA£YAJE¦KALVPAEYDEA£GA

ROAJ—œDFAš›œAEG˜AJ—CKEADEGžA¢TDAHIAKENA§¨AK©AFGXGALSGA£XGADF•™GAEªAšOa`bb«"

|xjlAŠkAkvkAk¼joAf‡½jlAk†xAfvkAostAB¾Ak¼joAˆa```````bc¿"

f„sAgs‹hAflxŠAdltya``````````````````````````````bcc"

ulAgka```````````````````````````````````````bÀÁ"



Trang 7

5?&' @A#.C!)D>:/E

Trang 8

>dO&'(-%BC5^P!_`9$).a!b"@)"c35%I%./FGC*8000000RX

>eO&'(-%BC5^%(8&CKY5%I%./FGC*800000000000Xg

>iO&'(-%BC5^99!`)@5%I%./FGC*800000000000000000Xg

>lO&'(-%BC5^%(8&9CKY%:.;(0000000000000XX

>3nO&'(I."#C%'()P'(%r).p#+^.[5%I%!, %

"t./)./FGC*8000000000000000000000000000000000000000h\=

Trang 9

345689  4565554656 !"#$"%&'

(56))*+,, -./01

345689  423$!5565565%&'(56)256789 -./01

345689  423$!55655<5$=>"5%&'(56

)25'56 -./?1

345689 @A+BCA;%C5%C)*+,,+C<5$=>"5 -./D1

345689  423$!556555FA%&'(56)256789 -./G1

345689 @A+BCA;%C5%C)*+,,+C5FA -./G1

Trang 10

G632@XOe@Y1/f1#@1@Q2e0g0hJK-7,,,,,,,,,,,,,,,,,,,,,,,,55

/?0YiH$4)#1O#@1632@XOYZV[\S]^#@_@e@4#G632

@XO\1\S]()\S]O4G,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,7-

/?8*Qj1O#@1632@XOYZV[\S]^#@_@\1\S]()\S]O4G,7J

/??kB;21O#@1632@XOYZV[6l6&j\S]^#@_@\1\S]()\S]mno,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,7p

/?FYiH$4)#1O#@14*632@XOYZV[\S]^#@_@Q`@(_@

#!a@*61\1\S]()\S]O4G,,,,,,,,,,,,,,,,,,,,,,,,,,,7T

/?L*QjS3GA1(1eOf:4I@YZV[\1\S]()\S]O4G,,7.

/?PYiH!C#q&GD"@632@XOYZV[\S]^#@_@Q`@(_@\S]()\rsmno,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,75

/?tYiHO&1632@XOYZV[\S]^#@_@q&14$R\1\S]()\S]mno,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,75

/?uvwq&3MxyO#@R*&Q`@(_@\S],,,,,,,,,,,,,,,>E

/?gvwq&3MxyO#@R*&Q`@(_@\S]O4G,,,,,,,,,,,,,,EJ

/?vwq&3$@XOQ<O&z[{Q`@(_@\S],,,,,,,,,,ET

T,-J|vwq&3$@XOQ<O&z[{Q`@(_@\S]O4G,,,,,,,,,E7

T,-p|vwq&3$@XOQ<O&z[{Q4#@43!C#\1!"#

;<(=Q`@(_@I})@~#\1\S]O4GQ€&f1‚,,,,,,,,,,,,,,,,-K-

T,-T|vwq&3$@XOQ<O&z[{Q4#@43!C#\1!"#

;<(=Q`@(_@I})@~#\1\S]Q€&f1‚,,,,,,,,,,,,,,,,,-Kp

/FY<:ƒ:W632@XO,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,, 7

Trang 11



 !"#$%#&'('#*#)+,'#-./%0&#120#&'3+#1.40&#5/60&#78#.+,1#580&#-.9#7':0#;#0/($#

<=>?@#&'3#1A0&#$B3#$C$#-./%0&#120#D81#DE1#,+#5'FG#H'20#$.+#&'3+#1./%0&#-.C1#IJ0K#0.G#$LG#M'#$.GNJ0#$B3#$+0#0&/6'#5/O$#1.GP0#120K#DE1#H.C$K#0Q#$R0&#1,+#I3#0.'FG#IB'#

I+#&SN#1.'21#.,'#T0.#./;0&#5:0#H'0.#1:UVW#.8'#$B3#XGY$#&'3Z#[.'#\3#$.,DK#0&/6'#7]#\3#

$.,D&E-#190#1.^1#\F#1*'#_T0K#\F#10.#1.L0#\*#10.#D,0&K#0&/6'#5'FG#H.'J0#-./%0&#120#V"#$%#&'('#-.T'#$Q#1C$.#0.'2D#\('#-.L0#1.'21#.,'#$B3#0,0#0.S0#M+#)a'#Db0.#&SN#I3Z

?@#7^1#$c0#&SN#I3#13'#0,0#H.'#530&#5'FG#H.'J0#V"#$%#&'('#$B3#$.B#V"<defg=hei

j0klmnpq.*0.#\'#0&GN#.'JDr\*#0,0#0.S0#$B3#0.s0&#\t#13'#0,0#0*N#$Q#1.J#H.40&#$Q#5B#H.T#0A0&\('#0.s0&#D^1#DC1#D*#.u#-.T'#$.]GZ#vb#\PNK#D81#_Y#$C$#XGY$#&'3#1w0#1.:#

&'('#5W#730#.*0.#)GP1K$C$#XGN#5]0.#5J#7T+#\2#XGNF0#$B3#$C$#0,0#0.S0#1+0&#$C$#\t#13'#0,0#V"#$%#&'('#1JG#730&#y3 3$.G_"11_#$B3#yz#0AD#{|}~K#0/($#€#0AD#{Ả‚{nZƒ,'#v'21#„3DK#$C$#$.B#V"#$%#&'('#7…1#7G8$#1.3D#&'3#7T+#.'JD#1C$.#0.'2D#MS0#_@#$.B#V"#

1."+#„&.]#5]0.#{|~†}||‡†„ˆU‰Š#1‹#{Œ†Ả†}||‡#\*#1.@$#.'20#1."+#1.40&#1/#_Ắ3#59'#

ŽŽẾ‘0’ẾŽŽU“Ž”•–p—0’Ế‘Ế‘0’>vb#)*#_@#7…1#7G8$#$B3#0.*#0/($#0w0#-.L0#)(0#

$C$#$.B#-./%0&#120V"#$%#&'(˜d=h–˜=7T+#.'JD#$.€#5J#5B#&'^N#16#.O-#)2Z#™LG#.:1#.u#

$./3#XG30#1SD#5:0#)O'#$.#$B3#)+,'#.b0.#7T+#.'JD#0*N#$R0&#0./š›šXGNF0#)O'5/O$#./;0&#H.'#VTN#I3#_@#H'20#7T+#.'JDZ#v'2$#7…1#7G8$#0*N\‹30.œD#5TD#7T+#XGNF0#)O'#

$.+#0&/6'#7]#0,0K#$.B#V"#$R0&#0./#&'TD#&C0.#0E0&#$.+#VW#.8'ZƒI+0&#7T+#.'JD#ƒ„Ớ?#

$.B#V"#$%#&'('#5Y'#\('#0&/6'#1.ž#73K#H.C$.#.*0&#1.t#580&#1.3D#&'3#7T+#.'JD#$Ÿ0# ¡“ằ<dẳ$./3#1.@$#_@#$+'#1Iu0&#5:0#$.^1#)/O0&#_T0#-.cDZ#ẵ^1#0.'FG#Ớ„™#šặ•

1.':G#10.#$.GNw0#0&.'2-#1+0&#H.SG#M]$.\tỠ›•dp•–ớpi=ÙỠ›•dp•–ờởdỡÙ1C'#t$#.O-#5Ũ0&ờM]$.#\t#$.AD#_Q$#H.C$.#.*0&Ứ

ƒ.@$#1:#$.+#1.^NK#\'2$#1.3D#&'3#7T+#.'JD#ƒ„Ớ?#7…1#7G8$#H.40&#$.€#5%0#1.GL0#)*#M+#NwG#$LG#-.C-#)ợ#D*#$Ÿ0#)*#$%#.8'#H'0.#M+30.#$B3#š›š ¡“ằZ#v'2$#$G0&#$^-#$C$#_T0#-.cD#7T+#.'JD#ƒ„Ớ?7…1#7G8$#$.B#V"#$%#&'('#$Q#$.^1#/O0&#ophdp˜ặ•–ởd›šddp•–ờ0&+*'#5C-#ž0&#0.G#$LG#$B3#1.]#I/60&#$Ÿ0&Q-#-.L0#-.C1#IJ07F0#\s0&\*#.'2G#XGT.+,1#580&#H'0.#M+30.#$B3#$C$#Ớ„™#-.'#0.S0#1.u#;#v'21#„3D>

 !G^1#-.C1#1‹#0.s0&#)ợ#M+#1Iw0K#1C$#&'T#5W#$.u0#5F#1*'Ừ#qổỬỲ³ÍÌộỈĨÓộửữỈộÒỎÌỬộ

Ỉ¾ựộỈỲầửộÂấÌỬộẩẫỈỲộậđộửẻ³ộÉÊộỲẹ³ộỉÌỬộỈ¾ựộễỲữỈỲộỲẹÌỬộửịỹÌỬộƯỦỹộỲ³ồốộửịữỈỲộÌỲ³ÔốộẩỏÌộÉÊộỈỲ¾ộơÈộỈừộỬ³ẻ³ộÒứ³ộậẻ³ộÌỬÂÚ³ộỲĨộƯựũổỬỲ³ÍÌộỈĨÓộửỲÊỈộÌỬỲ³Ôốộửư³ộÝÌỲộẺỲựÌỲộßàáâã$.+#)GP0#C0#1:0#_ảZ

Trang 12

235679  7 

!"#$%&'($)*+&')$#,($#-.$/(0)$1)$23#4&$%+&5)$#+6%$/78)*$9:#+$;"<=)*$>?$@3ABCDE@FG@@3CDH$+I#$JKL$+M)+$;&$?$)*(L5)H$?$*&1#$#+6N$+M)+$N+1N$/(0%$+.O$*&.P4Q$+&RO$STUV$#+-$WX$#Y$*&Z&$J[&$;Z&$)*7\&$+,$P.]

^_^`abcdeegh h

iR$/MO$jk$O"#$%'($)*+&')$#,($%l)*$m(1%H)n&$9()*$#-.$/(0)$1)$#o)$/MO$jk$#1#$O"#$%'($#+&$&p%$>.( 

qr1#$J:)+$J78#$#1#$)+s)$%[$#-.$#+6%$78)*$9:#+$;"$P4Q$+&ROSTUV$#+-$WX$#Y$

*&Z&$J[&$;Z&$)*7\&$+,$P.]

 qi1)+$*&1$%1#$Jn)*$#-.$%t)*)+s)$%[$#+6%$78)*$9:#+$;"$%Z&$>?$+M&$u)*$;M$J1)+$

*&1$N+4)$,)*$#-.$>?$+M&$u)*$%+v)*$m(.+M)+$;&$O(.$P4Q$+&RO$#-.$#+-$WX$#Y$*&Z&$jQ)*$P4Q$+&RO$STUV$#+-$WX$#Y$*&Z&$J[&$;Z&$)*7\&$+,$wxy

 qi7.$j.$J78#$#1#$z+(Lp)$)*+:$)+{O$#4&$%+&5)$#+6%$/78)*$9:#+$;"$%jQ)*P4Q$+&RO$STUV$#-.$#+-$WX$#Y$*&Z&$J[&$;Z&$)*7\&$+,$P.$%|&$#1#$UT}~$N+&$)+s)$%+y

iR$#4&$+&5)$#+6%$78)*$9:#+$;"$)+{O$)s)*$#.Q$>?$+M&$u)*$;M$%+I#$JKL@3C@”A

•–xP4Q$+&ROSTUV$#+-$WX$#Y$*&Z&$J[&$;Z&$)*7\&$+,$P.$#-.$z+1#+$+M)*$#o)$

#˜$)+‰)*$*&4&$N+1N$*›Š



Trang 13

 `a+bC)6A)6c)Z+d12)2AP1e)E2+Af1)5O<)-bA)595)FEgh)-=>12)1/L5ijklmnokl

345+)67)?@>)+ABCpqrs5+H)IJ)5K)2ALA)M;A)6LA)12/NA)+O)?P)68)1+tC)M;A)/012)Z+95+)+812).8)595)5+H)IJ)5K)2ALAu12+Af1)5O<)MABC)-bAM4P)?81)-1+)D+P1+)htPw

 `a+bC)6A)6c)-+NA)2AP1e)D+NA)2AP1)12+Af1)5O<)-V)1xC)yz{|)M}1)1xC)yz{~)+NA)

->12)2APA)M>b1)+9-)=B1)?@12)+‚AQ

‘["¡ $" !"# $%&š› "¢ !_/05)-+X5)+AT1)Z+A)A}1)+81+)MAc<)-P)-+Ž)12+ATCu)MAc<)-P)5+1+)-+O5?£12)595)5d12)57)ZABC)-P)MU)-1)5žŸ)5HP)-+P12)M>u)

+:1)-5+)1+:1)-;)Z+9C)+9)¤¥¦§¨©+:1)-5+)1+:1)-;)Z+ª12)M41+)¤*¦§¨)68)Cd)+«1+)5,<)-¬5)-<Ÿ}1)-1+)¤G¥R¨)1+£C+:1)-5+)ZABC)M41+)C;A)S<P1)+T)2A­P)595)

Trang 14

245678 7        ! "7 # 5!$ %

& '(7 7)

*+ ,-./012.345637834093;34<3=>13?6;.30@3/1A;34B43.0C.3D>34E;340FD3HI./3

JK40LM3DN13OP30Q13R./34E;3S0B4030Q./T3U./37<3.0C.3D>3V0W3.X./3DH3LF.34<3W.030HY./3:FD3N.37Z.3OP30Q13R./34E;3S0B4030Q./3LQ3.0C.3D>3[\.03W.034]./3D^3S0]./3W.030HY./3

DN13OP30Q13R./34E;340E3_`3]3D]3LQ340E3_`3=B^3DU./3aWU301b=3acD3a6d43DB403.01@=3JC.3OP340E3_`34e3/1N1fgN13HID3=\.0T34h./3.0H3DU./3S0B3.01i634B43./012.34563DHN4T3S0137830Q13R./T340E3_`34e3/1N13Oj3Ok.3OQ./3=6;3aWU301b=3LQ3D0Hl./3_6^2.340m3n3DB13M430Io37p./3aWU301b=3DB403.01@=3JC.3OP340E3_`34e3/1N137>13LN13./Hl13053a;q37p./3D0l130;=3

rstD02=34B430Io37p./3aWU301b=3DB403.01@=3JC.3OP340E3_`3DP3./6^@.3S0B4f

uvw)yT3./012.345634h./34093;3:z./34<3OP3S0B43a1@D3Li3/1N13{.0T3:.037d30|43LF.3LQ3D063.0}o3/1A;340E3_`3]3D]3LQ340E3_`3=B^37Z.3OP30Q13R./f3~M3D0bT

€‚ƒ„‚…†‡‚ˆ‰‚Š‚‹ŠT3.;=3/1N130Q13R./34;U30e.3.A3/1N1qŒ0A./340E3_`3]3D]34<3

D\.037d3D043OŽ3LQ3DZ.3OŽ30Q13R./3{30e.3OU3LN13.0A./340E3_`3]3D]34<3D\.037d3D0Fo30e.q3

Œ0A./340E3_`3]3D]34<3D063.0}o34;U30e.3.X=3D1@637p./34<3=5430Q13R./3D0Fo30e.3OU3LN13.0A./340E3_`3]3D]34<3D063.0}o3D0}o30e.3.X=3D1@637p./f3g:U./3S0137<T

€‚ƒ„‚…†‡‚ˆ‰‚‘T3.A3/1N130Q13R./34;U30e.3OU3LN13.;=3/1N1q’Q3S0]./34<3OP3S0B43a1@D3Li30Q13R./3/1A;3.0A./340E3_`3=B^34<3D\.037d30|43LF.3LQ3D063.0}o3S0B43.0;6f

“v)xyT3D:2.34e3OY3SZD3?6W3o0C.3D{40T3./012.34563.Q^37H;3:;3=dD3O>3/1W13o0Bo3.C./34;U340FD3GHI./3JK403LMT3DX./3OP30Q13GR./34E;3S0B4030Q./T3D0m437”^30Q.03L13DP3./6^@.T3P3/1B4340Fo30Q.03o0Bo3G6}D30;=3/1;3aWU301b=3acD3a6d43DB403.01@=3JC.3OP34E;34B4340E3_`34e3/1N1f~B43a1@.3o0Bo3.Q^3.Z63D0P4301@.3D>D34h./3/<o3o0•.3o0BD3:b.3ai.3LA./3LQ301@63?6W30UD37d./3S1.03JU;.034E;34B43JU;.03./01@o3aWU301b=3o013.0C.3

Trang 15

3536d6&37 &a 34566ƒ!8&8, 6B6&&{&3ƒn3m3456&9o A &-$¾¿ÀÁ88qr"#&{6&c945 6&l6 p /02 i &< 6&c945 ‡&0a¾ÂÃ

Trang 27

3 53535 3653 6986656535

 8#3!5$&5'"#5()58#!3 36535 698665*556+ 

.45   %31$ &56,53534!%553586!69866586!69866535 !85316753!58+8"31$%&5'"#5()5#6535(,0,!#53!586!698665  9386:33864566535;<>")3698665

?5/+@3 5 536+8"@3!+$3 5#6 )356"8C"8D#

698665'"#53()5698665E

48636G8 IJK8D#L##@"##5 8M5@N;6.O$82G">%0#!'"93(GP86C"6)3 64#84568D#/Q86 E &5%

[\]^_`abcdefgehijhekhlmjneopoh_

qrstuvwxyzy{szy|yuw}~w€urw{w‚ƒ„……†‡

 6+!L##@"##5 ... `a+bC)6A)6c)Z+d12)2AP1e)E2+Af1)5O<) -bA) 595)FEgh)-=>12)1/L5ijklmnokl

345+)67)?@>)+ABCpqrs5+H)IJ)5K)2ALA)M;A)6LA)12/NA)+O)?P)68)1+tC)M;A)/012)Z+95+)+812).8)595)5+H)IJ)5K)2ALAu12+Af1)5O<)MABC) -bA M4P)?81)-1+)D+P1+)htPw

Ngày đăng: 13/05/2020, 06:45

TỪ KHÓA LIÊN QUAN

TÀI LIỆU CÙNG NGƯỜI DÙNG

TÀI LIỆU LIÊN QUAN

🧩 Sản phẩm bạn có thể quan tâm

w