h寿险公司营业网点客户服务质量评价与提升策略

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1、AbstractUnderthetrendofglobaleconomicintegration，foreigninsurancecompaniespourintodomestic，makingtheoriginallyfiercecompetitioninthedomesticlifeinsurancemarketintothewhite—hotstage．Undertheconditionthatproductsandpricesarehardtodifferentiate，lifeinsurancecompaniessh

2、ouldtoimprovetheservicequalitytogainthecompanycorecompetitiveness．Salesnetworkisthemainplaceforinsurancecompaniestoprovideservices，representstheinsurancecompany’Sownimage，decidescustomersatisfactorytotheinsurancecompany．Therefore，improvingthequalityofserviceofsalesn

3、etworkhavebecomeanimportantmeanstostablecustomergroupandincreasethecompetitivenessofthelifeinsurancecompanynowadays．Thisarticlefromthecustomerperspective，linkstheorytogetherwithpractice，andadoptsthemethodcombiningthequalitativeanalysisandquantitativeanalysis．Firstly

4、，throughreadingdomesticandforeignpapersrelatedtoservicequality，customersatisfactionetc，thispaperanalyzedthefactorstocustomerservicequalityforlifeinsurancesalesnetworkandtheeffecttocooperateoperationandimage；basedonHlifeinsurancecompany，thispaperstudiedthecurrentsitu

5、ationandanalyzedexistingproblemsinqualitativeanalysis．Secondly，referringtotheSERVQUALscale，andcombiningthefeatureoflifeinsurancecompanies，thepaperbuilttheservicequalityevaluationmodelofthesalesnetwork．Themodeldividedlifeinsurancesalesnetworkintothreefirstclassindex，

6、thatisimagequality，skillimage，andprocessquality,thendividedtheminto22evaluationindexes．Throughthewayofquestionnaireandon—the—spotinterviewtoobtaintherelevantdata，thepaperusedlinearregressionmethodtogettheweightdata．Finally，accordingtotheresultofqualitativeanalysisan

7、dtheactualmeasurement，andputforwardcorrespondingcountermeasurestoimprovecustomerservicequality．KeyWord：lifeinsurance；salesnetwork；servicequality；SERVQUALmodel11I目录学位论文原创性声明和学位论文版权使用授权书⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯I摘要⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯IIAbstract．．．⋯．⋯⋯．，，．．．．．⋯⋯．．．．⋯⋯．⋯．

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