Research On The Satisfaction Degree Of Claims Service Of China Life Property & Casualty Insurance Company S Branch

Over the past decade,with China's accession to the World Trade Organization(WTO),China's economic development is increasingly in line with international standards,people's living and income levels have been greatly improved,material life has been met,and then the safety of personal and private property gradually increased to People focus on the focus,which makes the property insurance industry has been rapid development,especially in the relatively high auto insurance industry is developing rapidly.However,due to the development of auto insurance industry is too rapid,the market development is not very mature,false marketing,price vicious competition,etc.,but as the core part of the insurance company competition-claims link,not enough attention.The customer satisfaction is also a key factor restricting the amount of customer customers.Therefore,the insurance claims service customer satisfaction is the key factor restricting the customer's customer quantity.How to enhance the concept of customer service,explore and explore a more correct service strategy to attract the attention of customers to enhance customer satisfaction with the company is the property insurance industry real concern,only to grasp the changes in customer demand,continue to meet customer Of the expected requirements,and continue to improve their level of service,customer-centric,improve the company's competitiveness is the fundamental business to win the market.This paper chooses to study the customer satisfaction and customer satisfaction and characteristics of the domestic and foreign related literatures,according to the basic theory of combing,and the more commonly used in the international This paper analyzes and compares the evaluation model of the satisfaction degree of the property insurance industry and the characteristics of the self-determination of the property insurance industry,and selects the measurement model which is suitable for its own research on customer satisfaction.Service satisfaction of the six factors: customer expectations,quality perception,value perception,customer satisfaction,customer complaints,customer loyalty;and then put forward and design of the National Life Insurance S Branch customer satisfaction evaluation indicators.Once again,to the country life insurance S branch has a risk record customers for the investigation group,with the branch management department of the department heads,supervisors and branch customer service department heads and the department heads to discuss the combination of reference materials and China Life insurance claims characteristics,summed up in line with the characteristics of claims added to the index evaluation system of the four,and finally developed a detailed and detailed questionnaire.Through the company's internal data report to extract claims out of the customer direct questionnaires and telephone random return visit to obtain valid data.After the data collation and entry,the SPSS software was used for statistical analysis and the hypothesis was studied.Finally,the author puts forward some suggestions on how to improve the satisfaction degree of S Company.