Research On The Improvement Of Customer Service Quality Of Agency Simple Insurance In DG Post

Since 1978,the construction of China’s financial system has officially kicked off.China’s insurance industry has been operating since 1979.After more than 40 years of development,China’s economy continues to grow steadily,the people’s consumption capacity and demand are constantly improving,and the development of the insurance industry is also constantly improving.Take Guangdong Province,which keeps the forefront of economic development,as an example.From 2013 to 2017,the premium income of all insurance institutions increased from 190.3 billion yuan to430.5 billion yuan,the per capita insurance density increased from 1824 yuan / person to 3854 yuan / person,and the insurance depth increased from 3.1% to 4.8%.All indicators at least doubled,and maintained the momentum of sustained and rapid development.This shows that the main competition of China’s insurance industry is no longer the previous insurance types,product prices,etc.,but the change of mutual competition in services.A series of problems,such as good or bad service,service innovation or not,have become the key to determine whether the insurance industry can make reasonable progress as a whole.Only with a high quality of service,can the insurance industry in China maintain a stable and sustained high-speed development.If you want to achieve the top in many competitors’ competition,it is indispensable to have high-quality service level.The development of the insurance industry is no longer the way of competition in the initial stage of the industry,which means that the insurance companies take product competition,low price competition and performance as the king,but gradually transformed into a benign competition situation guided by the benefit economy and service level.China Post Group Co.,Ltd.(hereinafter referred to as "China Post")is a comprehensive state-owned enterprise.Its main business includes finance,delivery,media and other fields.It has maintained a healthy and good momentum of development for many years and has been ranked in the top 500 enterprises in the world.In 2016,China post is optimistic about the development trend of China’s insurance industry.With the purpose of achieving business innovation and business growth,it carried out pilot projects to develop agent agency simple insurance in some provincial and municipal branches.DG branch of China Post Group Co.,Ltd.(hereinafter referred to as "DG post")as one of the pilot municipal branches,its business development mode and economic scale have been at the forefront of the China postal industry,undertaking a number of special business pilot exploration work of China Post.After four years of efforts,DG post has made great achievements in the development of agency simple insurance business,so that all branches of the China post refer to the development mode of agency simple insurance business of DG post with a learning attitude.At the same time,DG post knows that the development of agency agency simple insurance business has encountered a bottleneck,and the original model needs breakthrough innovation to maintain a steady development momentum.This paper uses the 5gap model in the theory of service marketing,combined with the current situation of DG post’s specific business development,to find out the gap between the level of customer service provided by the business and the customer expectation,further analyze the existing problems,explore the root causes of the problems,and based on this,further improve the customer service quality of the agency agency simple insurance business of DG post for suggestions,the ultimate goal is the continuous development of the business and the growing scale of customers.I hope it will help DG post and the whole China post industry to have reference significance for the development of the business.