Research On Customer's Perceived Service Quality Improvement Of A Property & Casualty Insurance Company Shanghai Branch

With the rapid development of China's economy and the gradual opening of financial markets,China's financial market as an important part of the insurance industry is also high-speed development,the number of China's property insurance company also steadily increased.But the property insurance company in dealing with long-term stable development and improve customer service quality has obvious shortcomings.According to the Insurance Regulatory Commission released data,2016 A Insurance property company supervision complaints increased to million Yuan premium complaint rate of 2.38 / billion,higher than the industry level,and has exceeded the risk monitoring indicators of the yellow warning level(2 / billion).Compared to the same period in 2015,supervision of complaints per billion premium grows up 1.13,higher than the industry level.Comprehensive service is the essence of the property insurance companies,the quality of service for the development of enterprises have a very big impact..This paper research the current situation of service quality customers of the A property insurance company Shanghai branch,using the method of combination of theoretical research and empirical research,from the perspective of customer perception of quality of service to study the quality of customer service.Through the investigation of customer service,insurance experts,insurance company manager,I establish the evaluation index system of customer service quality,and determine the index weight,the construct quality evaluation model of property insurance service.After Summing up the Survey results and analysising it,find out the point that can be improved,puts forward some suggestions to improve the quality of customer service.