Insurance Customer Satisfaction Empirical Research And Analysis

From 1980 to restore the domestic insurance business, China's insurance industry has undergone, significant changes. Over the past 20 years, the insurance industry an average annual rate of over 30% of the extraordinary development, far exceeding the national average annual growth rate of about 9.8%. Insurance, from a little-known term, and gradually into the homes of ordinary people has become an indispensable part of people's lives. In the more than 20 years of pioneering period, the amount of insurance not only to determine the survival of insurance companies, but also determines the outcome of the insurance practitioners. And therefore the insurance to take a more "quantitative expansion-type" development strategy, using human sea tactics, staking their claims. Such a strategy in the insurance industry in a particular stage of development,and its existence is the necessity and rationality. However, Competitive environment urgently requiring the company to continuously updated business philosophy, to gradually from the center of business management in order to output value, sales, profits as the center shifted to customers or customer satisfaction as the center, customers become the focus of corporate attention.Implementation of the customer satisfaction strategy is a successful insurance company is one important-means to meet the challenges, but to implement customer satisfaction strategy, first of all must be able to quantitatively determine the extent of customer satisfaction, therefore, Customer Satisfaction Measurement System for insurance companies, insurance companies can be the requirements of sustainable development and has important practical significance.In this paper, first at home and abroad on customer satisfaction and customer satisfaction research literature has summarized and expounded on the concept of customer satisfaction, as well as the source of the concept of customer satisfaction, characteristics and evaluation methods. In the basic theory, after carding, highlighted the more typical at home and abroad customer satisfaction evaluation model, summarizes the variables of the model characteristics and evaluation indicators. In order to better reflect the insurance industry as a service industry, the special nature of a special paper on the theory proposed expansion of the service industry customer satisfaction, customer satisfaction, described the special nature of the service industry as well as the impact of customer satisfaction, service attribute classification, and cited several typical service industry customer satisfaction measurement model for insurance companies make customer satisfaction evaluation model basis. In combination with a large number based on the literature review, the author proposed to be used in this study of satisfaction measurement model, and in which each variable life insurance company's point of view with a detailed explanation and design of the relevant measurement indicators, based on the model proposed This empirical study to verify the three assumptions.Data analysis results and research contributions are:(1) of the demographic characteristics of the descriptive analysis, reached the following conclusions:to buy life insurance products, customer base, basically the same as men and women but women are slightly more, mainly in the age group 35 years old-54 years old, this part of the customers are. mostly middle-aged, successful careers or stabilizing groups, with greater demand for insurance has become the main force to buy life insurance products. In the purchase of life insurance products, customers, enterprises occupy the majority of workers, government agencies and institutions of workers, health care educational institutions, employees second and third, which is due to the current situation of our country at present, in the government departments, the cause of the common nature of unit of work, benefits relative to more stable businesses. In the purchase of life insurance products in the crowd, the average monthly income of more than 5,000-7,999 yuan tend to level of education, mostly undergraduate and specialist, which is closely related with the age structure of the distribution; (2) In the questionnaire data, factor analysis, in accordance with the contribution rate of all the main components of variance were extracted five factors, with the model proposed in this study contained a variable number of fit, indicating a good reflection of the questionnaire design the model profile, high reliability and validity can be used for subsequent statistical analysis and hypothesis testing; (3) of the relevant data, analysis of variance can be drawn, even if the role of customer expectations alone the degree of influence on the perceived value is not significant, but when the customer expectations and perceived quality together in the perceived value, its degree of influence of interaction is highly significant. In addition, the role of perceived quality and perceived value of a separate degree of influence is also highly significant. In the analysis of the factors affecting customer satisfaction, we can see that the role of customer expectations alone the degree of influence on customer satisfaction is not significant, while the perceived quality and perceived value to the customer satisfaction has a significant influence; three variables, whether yes 22 is still a common role in the interaction of all pairs have a significant impact on customer satisfaction. These two findings show that improving customer service perceptions, and rational use of customer expectations management, and enable insurance companies to better improve customer satisfaction; (4) customer satisfaction and customer loyalty in the correlation analysis, we can see that Whether it is Pearson correlation coefficient or Spearman correlation coefficient, can arrive at customer satisfaction and customer loyalty highly positive correlation exists between the conclusions. This shows that the improvement of customer satisfaction will help generate customer loyalty, but we have to note that even higher customer satisfaction scores, but once the insurance companies cut prices, customers will still opt to surrender away purchase price reduction of similar products. This revealed the domestic insurance market, a very common phenomenon, that is, homogenization of insurance products, serious, in the product the same or similar circumstances, customers would choose cheaper companies.