An Empirical Study On Customer Service Quality Evaluation Of Electric Sales In Life Insurance Companies

With the mobile phone,network and many other high-tech development,telephone sales insurance has become the main force of the insurance sales channels.However,how to comprehensively improve customer perception of service quality from sales,underwriting,policy delivery,preservation,settlement of claims,return visit,etc.,which may be related to customer contact has become an urgent need for insurance companies,according to the inherent characteristics of telephone sales channels.solved problem.This study will take Sun Life Insurance Company Limited as the research object,adopt SERVQUAL model,through questionnaire survey,to evaluate the service quality of life insurance marketing channel,and to explore the way to improve customer service quality.After the study found that the insured and underwriting services,policy delivery services and return visits,renewal of insurance services is the impact of Sun Life Insurance Company Limited electricity sales customer service quality is not high main reason.Based on this,I suggest that we should improve the comprehensive service quality from the industry regulatory point of view and the insurance company's own perspective.