客户感知的财险公司服务质量评价分析

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1、客户感知的财险公司服务质量评价研究AbstractWiththegradualliberalizationofthefinancialmarketinChina，alargenumberofforeignfinancialservicescompaniesrushintotheChinamarket，andthepropertyinsurancecompaniesinChinahavegotinvolvedintheworld·wideintensecompetition．However，thereareobviousdefectsinthepropertyinsurancecompanie

2、sonhandlingtherelationshipbetweenthequalityofserviceandthelongstabledevelopmentofthecompany．Becauseofthis，whatfrequentlyhappenedisthecustomercomplaintonthequalityofservice．Theserviceofpropertyinsuranceisthecomprehensiveserviceultimatelyexperiencedbythecustomers，thusthequalityofservicedependsontheex

3、perienceofthecustomers．Thispaperresearchesonthequalityofserviceofthepropertyinsurancecompanieswiththescopeofcustomerexperiencebyadoptingthemethodofcombiningtheoryresearchandcasestudy．Thispaperadoptsthecustomer’perceivedservicequalitymodelandseveralevaluationmethodsofservicequalityasthetheorybasis，d

4、escribingthecontentandcharacteristicsoftheserviceofpropertyinsurancecompaniesatfirst，comparingandanalyzingtheSERVQUALmodelandSERVPERFmodelafterwards．Thispaperthenestablishestheheservicequalityevaluatingindexsystemofpropertyinsurancecompanyaftercommunicatingwithpropertyinsuranceexpert，companymanager

5、sandcustomers，adoptstheAnalyticHierarchyProcesstodeterminetheweightoftheindexes．andfurthermoreconstructstheevaluationmodelofservicequalitywhichissuitableforpropertyinsurance．Finally,thispaperpresentsacasestudyonXXpropertyinsurancecompanybyadoptingquestionnaireanddataanalysis．Themodelhasbeenverified

6、byusingthefuzzycomprehensiveevaluation．Thequalityofserviceofthepropertyinsurancecompanyhasbeenanalyzedbasedontheresultofthequestionnaire，andsuggestionshavebeengiventoimprovethequalityofservice．Keywords：Propertyinsurance；Customers’perception；Evaluationofservicequality；SERVPERFmodel；Fuzzycomprehensiv

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