Research On Service Quality Of Property Insurance Company

With the continuous development of property insurance industry,the scale of market has expanded rapidly. The growing number of property insurance companies leads to increasing competition in the property insurance market. For property insurance company, the keys to stand out in this fierce competition are improving service levels and corporate images. Therefore the evaluation of the insurance services is particularly important. Through the evaluation, property insurance companies can see their short-board services more clearly, then improve them. At the same time, regulators can do classified supervision in according to the evaluation results.Based on the general method of service evaluation –SERVPERF model, this article builds a suitable evaluation system of property insurance services for Gansu Province. This system combines the general method with the characteristics of the property insurance services. It complies with three principles of the universality, importance and feasibility. Ultimately thirty indicators are selected to evaluate the level of property insurance service in Gansu Province, in order to make it more comprehensive and accurate. The entropy evaluation method,an objectively weighted method, is used in determining the index weight.We can calculate the entropy through judgment matrix. The larger entropy is, the more importance indicator is. Then this article usesweighted sum method to calculate the services differences between different property insurance companies, the overall level in Gansu Province and the constraints factors.The empirical analysis results show three conclusions. First, Pacific Insurance, Ping An Insurance and People’s Insurance of China have the industry leading level. Second, the score of overall service level is 0.717.Third, most property insurance companies have to improve service quality and enhance self-monitoring. In the end, the article proposes three suggestions to improve the service: service systems, service personnel and service hardware.