Research On The Performance Of The Terminal Of The Z Insurance Company After-sales Service System Based On The Customer Satisfaction

In recent years,under the background of market competition is increasingly fierce,service quality as a serviceoriented enterprises to improve the market competitiveness of a core elements has not received enough attention in the insurance business.As interest rates decline,insurance industry has gradually become a sunrise industry in the financiao markets,however,the bad quality of sevice has serious influenced the reputation and image of the insurance company,in order to improve its image and market competitiveness,many insurance companies have set up their own after-sales service center.As an example,this paper evaluated the terminal after-sales sevice system of the Z insurance company,based on the basis of reading and analyzing related literature,put forword the solution that the Z insurance company to improve after-sales service terminal service quality,and the customer satisfaction of terminal after-sales sevice system has been improved.This article first described and analyzed the development present situation of the Z insurance company's terminal after-sales sevice system,finded out he Z insurance company after-sales service center face problems and challenges;Then,analysised the Z insurance company's after-sales sevice process for questions,combineded with SERVQUAL's five dimensions,obtained the secondary indexes of system evaluation,designed and distributed the questionnaire according to the secondary indexes,carried on the reliability analysis and validity test by SPSS17.0 statistical analysis software,verified the questionnaire with reliability and internal consistency,after determined the questionnaire can be further analyzed,AHP was used to determine the weight of each index in the evaluation index system,and based the idea of FCE eventually set up a comprehensive evaluation method,and in order to build the evaluation index system of the indicators,to analysis and exteact the key indicators according the evaluation results.At last,put foeward the corresponding improvement plan to exteacted the key indicators,and the Delphi method and questionnaire investigation was used to assess and evaluate the improvement of customer satisfactiaon.