A Study On Chinese Insurance Service Quality Evaluation Index System Of Customer Perceived

While the insurance industry is now in rapid development,the consumers are getting more concentrated on their rights,and their demand for quality of service is also becoming increasingly strict.Because of the invisibility of insurance service,it is very hard to measure its quality.Today,many insurance companies pay more and more attention to service quality,but there is not a good evaluation system that can measure the customer's satisfaction from the service.If someone wants to collect the information of his customers' satisfaction,he has to choose a perspective of customer,then try to understand what his customers are concentrated on.In the preparation work,I had read a large number of literature and done some in-depth interviews of employee from many different insurance companies.I chose the SERVQUAL model as the basic evaluation model,divided the customer awareness of insurance service quality into five dimensions,with the tangibility excluded while continuous improvement included,and designed one more evaluation system containing 15 items.The system based on customer perceptions of service quality evaluation system,with a description of insurance service quality from different dimensions,towards a good measuring of insurance service quality.I distributed a questionnaire through the Wenjuanxing application,and 170 questionnaires in all are valid.I used SPSS 21.0 and Amos21.0 to analysis the descriptive statistics,reliability,and finished the validity test and the index system of model test.Conclusion: the insurance service quality can be evaluated by reliability,responsiveness,assurance,empathy and continuous improvement on the insurance industry.This paper summarizes the main conclusions of this study,and put forward the research revelation,and insufficient research and outlook.