Research On Car Insurance Service Quality Problem Of Du-Bang Dalian Company

In recent years, as people living standard unceasing enhancement, our country automobile number also presented an increasing trend, for the car insurance industry offers great opportunities for development. There are problems with low service quality, which makes the customer churn rate increasing, the insurance company into the plight of low profit. In order to improve the company’s competitiveness and market share, the insurance company will improve the quality of car insurance services on schedule. The car insurance to improve customer satisfaction and service quality has important realistic significance to the company’s profits. In this paper, the author in all nations Dalian company many years of work experience, studies how the company should improve the service quality of car insurance problem, in order to promote the healthy development of the company.This paper first introduces the research background of car insurance service quality problem, summarizes the basic theory of service quality and customer service, car insurance, car insurance industry at home and abroad are reviewed. The service quality management experience and the case.On this basis, this article to all nations Dalian car insurance business of the company as the research object, through a lot of complaint data to analyze the present situation of the company car insurance service quality, and it is concluded that the two big service quality problems, the technical service quality and functional service quality problems, and find out the causes of these problems:one is because the company lack of car insurance service quality management system, and the second is the skills of service personnel, service consciousness is weak. Aiming at these problems and their causes, and puts forward the promotion, state of Dalian company car insurance service quality measures, including car insurance service perfect quality management system, improve staff skills and service consciousness. Finally discusses the specific measures to improve the quality of car insurance service.Based on the research of Dalian company car insurance service quality problem, we can not only develop new stage for car insurance service quality improvement measures, but can provide other insurance company car insurance related with a certain reference value.