Service Optimization Strategy Research Based On The Customer Satisfaction Of Beijing Branch Of Picc Property Insurance

With the speeding-up process of global economic integration and gradual opening of limitations of China's insurance market access,China's insurance companies have already devoted themselves to the fierce competition on a worldwide scale.Compared with the foreign capital insurance companies,China's domestic insurance companies still have a large gap in financial strength,product research and development,exhibition industry way,business management level and other aspects.With the gradual growth of the business amounts,claims disputes also increase day by day.The survey shows that China's insurance industry has poorer public image,and lower customer satisfaction degree.In order to promote China's insurance industry to better and faster develop,and be adapt to global competition better,it is extremely urgent to improve the public image of China's insurance industry.Seen from current research achievements in China's insurance industry,the researches on the customer satisfaction degree and the evaluation of satisfaction degree in insurance industry are still relatively scarce.Therefore,based on the reference of customer satisfaction degree theory researches in foreign service industry we adopt the methods that combine theoretical analysis and empirical analysis,quantitative analysis and qualitative analysis in the paper.Theoretical research is mainly to conduct the extensive data collection and literature reading,and know the latest trend about customer satisfaction degree theories and practices both at home and abroad so as to find the empirical analysis tool which can support this paper.The empirical analysis is to take a property insurance company as the background,do the empirical research on the company's customer satisfaction degree,and design questionnaires about insurance customer satisfaction degree by self,and through the empirical analysis of the questionnaires,screen the factors affecting customer satisfaction,and finally put forward the strategies to improve the company's customer service satisfaction degree.The whole paper can be divided into five chapters.The author introduces research background,significance,ideas,contents,difficulties and Innovative points in the first chapter of the paper.The second chapter is the theoretical foundation summary.The author expounds the related theories of customer satisfaction degree,and at the same time comb the literatures at home and abroad in this chapter.The author derives the present situation of a property insurance company,including company's organization structure,business situation,company's external environment,as well as company's services business at the present stage and information system situation in the third chapter.The fourth chapter is empirical research and the core chapter of this paper.The author conducts the questionnaires about a property insurance company's customer satisfaction degree and deploys the specific data analysis so as to find the existing problems of a property insurance company's services at the present stage through the questionnaires in this chapter.In order to improve the customer satisfaction degree strategies in insurance industry,through the analysis of empirical results in the fourth chapter,the author finds out the factors which affect the customer satisfaction degree in insurance industry,and based on this puts forward the strategies of improving customer satisfaction degree in the fifth chapter.This is also the author's original intention.The difficult part of this paper is that in the established service quality evaluation sheet the investigation exploration of customer satisfaction degree in domestic service industry at present,especially customer satisfaction degree in insurance industry is still in the primary stage,therefore there are very few predecessors' achievements which can be used for reference.The innovation point of this paper is that the author makes customer satisfaction degree theory be applied in insurance industry to design the customer satisfaction degree evaluation index by self,and takes a property insurance company as an example to issue questionnaires,and conducts the empirical research on questionnaires to find out the factors which affect customer satisfaction degree,and finally puts forward the improvement strategies.