DG邮政代理简易保险业务客户服务质量提升研究
发布时间：2021-09-02 04:18
自1978年起,中国金融体系建设正式拉开序幕。中国保险行业自1979年起紧跟着恢复经营。经过了40多年的发展,我国经济持续稳定增长,人民的消费能力和消费需求都在不断提高,保险行业的发展也不断提升。以保持经济发展前沿的广东省为例,2013至2017年5年间,全部保险机构保费收入从1903亿元发展为4305亿元,人均保险密度从1824元/人发展至3854元/人,保险深度从3.1%发展至4.8%,各项指标至少翻一番,并且保持持续高速发展的势头。这表明我国保险业的主要竞争方面已不再是先前的保险类型、产品售价等,而是变化为在服务方面的互相竞争。服务的好与坏、服务创新与否等等一系列问题也变成了决定保险业能否整体合理进步的关键,只有拥有较高的服务质量,我国的保险业才可以保持稳定、持续的高速发展。如果想实现在对手众多竞争中拔得头筹,拥有优质的服务水平是不可或缺的。保险行业的发展不再是保险公司在行业初期阶段以产品竞争、低价竞争、业绩为王为手段的竞争方式,而是逐步转化为以效益经济和服务水平的导向的良性竞争局面。中国邮政集团公司（以下简称“中国邮政”）是一家综合性的国企,其经营业务包括金融、寄递及媒体等领域...
【文章来源】：广东外语外贸大学广东省
【文章页数】：77 页
【学位级别】：硕士
【文章目录】：
ACKNOWLEDGEMENTS
ABSTRACT
摘要
LIST OF ABBREVIATIONS
Chapter one:Introduction
1.1 Backgraound
1.2 Research objective
1.3 Research significance
1.4 Research framework
1.5 Research methods
Chapter two:Literature review
2.1 Introduction to agency simple insurance
2.2 Service quality theory
2.2.1 Research on service quality
2.2.2 Customer satisfaction
2.2.3 5gap model
2.3 Literature evaluation
Chapter Three:Customer service status of agency simple insurance business of DGpost agency
3.1 Introduction to DG post
3.1.1 Organizational structure of DG post
3.1.2 Operation
3.2 Development status of agency simple insurance business of DG post agency
3.2.1 Business development effect
3.2.2 Business development measures
3.2.3 Bottlenecks in business development
3.3 problems revealed based on customer service status survey
3.3.1 Insurance products are not suitable for customers'needs
3.3.2 Lack of customer relationship management awareness
3.3.3 Unclear positioning of target customers and customer segmentation
3.3.4 Single new customer development mode
3.3.5 Low recommendation of regular customers
Chapter four:Analysis of problems based on5gap model
4.1 5gap model construction of DG post agency simple insurance businessservice marketing
4.2 Analysis of5gap model of DG post agency simple insurance business servicemarketing
4.3 Causes of problems
4.3.1 The operation and management concept does not meet the developmentrequirements of the industry
4.3.2 Lack of technological process standards
4.3.3 Staff quality to be improved
4.3.4 Insufficient use of data marketing
Chapter five:Take closing the service quality gap as the strategy to improve thecustomer service level of specific business
5.1 Establish a customer management culture
5.1.1 Establish service marketing concept
5.1.2 Establish customer service marketing management system
5.2 Establishment and improvement of specific business CRM system
5.2.1 Add agency simple insurance business label to existing customermanagement system
5.2.2 Build customer integration and business configuration functions
5.2.3 Strengthen the application of after-sales service data
5.2.4 Use data analysis to segment customer groups scientifically
5.3 Strengthen team building
5.3.1 Introduction of professional management talents
5.3.2 Strengthen the construction of marketing team
Chapter six:Conclusion and Prospect
6.1 Main conclusions
6.2 Research significance
6.3 Deficiencies of this study
REFERENCE
APPENDIX
本文编号：3378294
【文章来源】：广东外语外贸大学广东省
【文章页数】：77 页
【学位级别】：硕士
【文章目录】：
ACKNOWLEDGEMENTS
ABSTRACT
摘要
LIST OF ABBREVIATIONS
Chapter one:Introduction
1.1 Backgraound
1.2 Research objective
1.3 Research significance
1.4 Research framework
1.5 Research methods
Chapter two:Literature review
2.1 Introduction to agency simple insurance
2.2 Service quality theory
2.2.1 Research on service quality
2.2.2 Customer satisfaction
2.2.3 5gap model
2.3 Literature evaluation
Chapter Three:Customer service status of agency simple insurance business of DGpost agency
3.1 Introduction to DG post
3.1.1 Organizational structure of DG post
3.1.2 Operation
3.2 Development status of agency simple insurance business of DG post agency
3.2.1 Business development effect
3.2.2 Business development measures
3.2.3 Bottlenecks in business development
3.3 problems revealed based on customer service status survey
3.3.1 Insurance products are not suitable for customers'needs
3.3.2 Lack of customer relationship management awareness
3.3.3 Unclear positioning of target customers and customer segmentation
3.3.4 Single new customer development mode
3.3.5 Low recommendation of regular customers
Chapter four:Analysis of problems based on5gap model
4.1 5gap model construction of DG post agency simple insurance businessservice marketing
4.2 Analysis of5gap model of DG post agency simple insurance business servicemarketing
4.3 Causes of problems
4.3.1 The operation and management concept does not meet the developmentrequirements of the industry
4.3.2 Lack of technological process standards
4.3.3 Staff quality to be improved
4.3.4 Insufficient use of data marketing
Chapter five:Take closing the service quality gap as the strategy to improve thecustomer service level of specific business
5.1 Establish a customer management culture
5.1.1 Establish service marketing concept
5.1.2 Establish customer service marketing management system
5.2 Establishment and improvement of specific business CRM system
5.2.1 Add agency simple insurance business label to existing customermanagement system
5.2.2 Build customer integration and business configuration functions
5.2.3 Strengthen the application of after-sales service data
5.2.4 Use data analysis to segment customer groups scientifically
5.3 Strengthen team building
5.3.1 Introduction of professional management talents
5.3.2 Strengthen the construction of marketing team
Chapter six:Conclusion and Prospect
6.1 Main conclusions
6.2 Research significance
6.3 Deficiencies of this study
REFERENCE
APPENDIX
本文编号：3378294
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