Research Of Service Quality Management And Evaluation System Of TB Life Insurance Company

Optimizing service quality management system is to enhance the management level of the domestic life insurance industry. It’s also an effective solution to the current problems of this industry such as existing single product, R&D lag, clients’ claims disputes and other issues. Therefore, it can help to promote development of the industry. In this paper, the author takes TB Life Insurance Company as an example and analyzes a number of issues it needed to solve in the process of development, raises TB’s Insurance Services Quality Management System Optimization Strategies and promotes the use of service quality management, improves management level of the life insurance industry as a whole.In research methods, this paper uses the Management Service Gap Model of service operations theory to analyze customer perceived service and expected service gap between causes and proposed solutions. Based on market demand analysis, the paper uses Total Quality Management Theory and raises product innovation, channel innovative ways and means. The paper also uses the Customer Relationship Management Theory to establish the service operating system optimization strategies. The most valuable is that it uses the insurance supervision and regulatory practice through Gansu province, explores the establishment and use of the service quality evaluation system.