摘要
现阶段国内保险业整体服务水平不高已成为制约行业稳定、持续、健康、快速发展,以及提升行业竞争力的一个突出问题,主要表现在:销售环节误导问题时有发生;售后服务环节的质量和效率不尽如人意;理赔环节"理赔难"问题比较突出等。为此,保险公司要在提高客户满意度上下功夫,监管机构要通过加强和改善监管,推动行业整体服务水平迈上新台阶,同时,要加大保险知识的普及力度。
Unsatisfactory quality of services has become a factor restricting the insurance industry＇s stable, continuous, healthy and rapid development and the enhancement of the whole industry＇s competitiveness. These service problems are frequent occurrence of mis-selling, low quality and efficiency for post-sale services, and ＂difficult＂ claim settlement. Insurers should conscientiously improve customer satisfaction, while the regulator should urge the industry to offer a higher standard of services by strengthening and improving its regulation and publicizing extensively insurance knowledge.
出处
《保险研究》
CSSCI
北大核心
2008年第4期56-58,共3页
Insurance Studies
关键词
保险服务
行业发展
服务质量
insurance service
industry development
service quality
