Research On Service Quality Evaluation Of Property Insurance Company Based On Customers’ Perception

With the gradual liberalization of the financial market in China, a large numberof foreign ifnancial services companies rush into the China market, and the propertyinsurance companies in China have got involved in the world-wide intensecompetition. However, there are obvious defects in the property insurance companieson handling the relationship between the quality of service and the long stabledevelopment of the company. Because of this, what frequently happened is thecustomer complaint on the quality of service. The service of property insurance is thecomprehensive service ultimately experienced by the customers, thus the quality ofservice depends on the experience of the customers.This paper researches on the quality of service of the property insurancecompanies with the scope of customer experience by adopting the method ofcombining theory research and case study. This paper adopts the customer-perceivedservice quality model and several evaluation methods of service quality as the theorybasis, describing the content and characteristics of the service of property insurancecompanies at ifrst, comparing and analyzing the SERVQUAL model and SERVPERFmodel afterwards. This paper then establishes the he service quality evaluating indexsystem of property insurance company after communicating with property insuranceexpert, company managers and customers, adopts the Analytic Hierarchy Process todetermine the weight of the indexes，and furthermore constructs the evaluation modelof service quality which is suitable for property insurance. Finally, this paper presentsa case study on XX property insurance company by adopting questionnaire and dataanalysis. The model has been verified by using the fuzzy comprehensive evaluation.The quality of service of the property insurance company has been analyzed based onthe result of the questionnaire, and suggestions have been given to improve thequality of service.