Service Situation-explore And Improvement Measures Of Chengdu Auto Insurance Market

Modern society is enterring a new era of service oriented.With the rapid development of social.economic and political.In recent years.The quantity of automobiles is growing rapidly in our country.As the human’s living standard is increasing continuously.the insurance industry of automobiles has also ushered in a great development opportunity.In view of the conditions of property insurance company’s own problem.this article selects chengdu car insurance market as the research object.according to the theory of customer satisfaction. customer relationship management theory.the Angle of the service profit chain theory.in-depth analysis of the status quo of the current car insurance services.On the basis theory of customer service.this paper introduces a new tool for analysis the quality of service to customers-RATER index.Through the five latitudes evaluation system of RATER index.the problems existing in the work of the Chengdu car insurance business service can be analyzed; and through the questionnaire and collected data.the empirical analysis on quality of Chengdu car insurance service can be made.And then.it will summarize the problems found during the analysis process.put forward improvement measures and suggestions.This paper adopted the methods of combination between qualitative and quantitative.On one hand, the thesis has elaborated and researched the connotation of car insurance service and the meaning of RATER index;On the other hand, the empirical research on Chengdu car insurance market insurance services has been made through the RATER index.In this process.the author has checked a large number of domestic and foreign documents and has defined the meaning of motor vehicle insurance services through the knowledge of insurance and management.In reference to customer service-related and management theory.research has been conducted on Car insurance services concepts and RATER index.Besides the above Research methods the author has used the method of comparative analysis.According to the established five latitudes of RATER index and the combining survey data analysis.the author has compared every latitude within the five indicators and worked out the overall needs to concentrate on solving problems of Chengdu city motor vehicle insurance services market.Then this chapter gives a summary of the theoretical tools in the article.and it proposes some research methods which will be used in this paper.finally it produces the basic train of thought.innovation and deficiencies.The second chapter mainly summarizes the theoretical foundation of the insurance company’s customer service.including the theory of customer relationship management.the one of customer satisfaction.the one of service profit chain. Based on these theories.the definitions of insurance customer service and auto insurance customer service in the law are discussed.but it has no clear rules about auto insurance market customer service. In the "Insurance Law".it clearly defines the rights and obligations of the insurer and the insured. such as the demonstrative obligation of the insurer.the obligation to sign the bill in time and indemnification obligations.The third chapter.according to the ministry of public security and the statistic data of Sichuan provincial department of transportation.discusses the current traffic situation of Chengdu. and the current situation of the auto insurance business of Chengdu city property insurance company.Based on the references.the paper establishes RATER index’s five latitudes framework of auto insurance customer service.At last.the evaluation index of each latitude is established,according to the framework.In Chapter Four.data collected from the questionnaire survey is analyzed.The status quo of service in Chengdu auto insurance market and the root of the problems are observed through each latitude of the RATER index and each quota in each latitude.Pointing at specific problems.solutions and measures are proposed.Based on the previous analysis.the Chapter Five mainly devote to the integration of the five latitudes and quotas in RATER index. Some overall incentive mechanisms and measures are put forward to improve the customer service quality in Chengdu auto insurance market.Chapter6as the finish part of the paper will sum up the result of the paper.The main creative point of my paper is new five latitudes of RATER index to analyse the current situation and deficiencies of insurance, bringing RATER index to the insurance customer service to analyse the current situation and deficiencies about auto insurance in Chengdu.One of the weak point is that every evaluation target of five latitudes of RATER index the author involved is limited.The author just chose some important parts instead of all problems of customer service.which made the five latitudes of RATER index cannot be the most specific and detailed. Moreover.due to the limited knowledge and tools.precise analysis failed to be conducted on all data. As a result.the depth of the thesis is confined. and some suggestions and measures proposed are not clear and direct enough.It still needs to be put into practice for its feasibility.