东莞市寿险市场消费者满意度调查研究【摘要】目的：对东莞市部分寿险市场消费者满意度进行调查和研究，为如何提高寿险市场消费者满意度的社会效益提出建议。方法：向寿险市场消费者派发203 份的调查问卷，汇总收集到的有效问卷有 165 份，有效回收率达到了81.28%。将调查数据进行 Excel 录入，并制作数据图表和分析所得结果。结果：东莞市寿险市场消费者对寿险公司环境设施及投保流程、寿险产品的多样性和定价以及内勤人员的服务专业性满意度较高，对寿险公司的信誉和代理人服务专业性的满意度不高。结论：寿险公司有必要加强各部门和消费者之间的沟通，提高对消费者投诉处理的管理水平，提高代理人的专业服务水平，政府也有必要加强寿险市场行为的监管力度，从而提高东莞市寿险市场消费者满意度。【关键词】满意度；寿险市场消费者；东莞Research on consumer satisfaction of life insurance market in Dongguan city[Abstract]Objective: To conduct a survey and study on consumer satisfaction in selected life insurance markets in Dongguan City and to make recommendations on how to improve the social benefits of consumer satisfaction in the life insurance market. Methodology: 203 questionnaires were distributed to consumers in the life insurance market, with 165 valid questionnaires aggregated and an effective recovery rate of 81.28%. Excel entry of the survey data and production of data charts and analysis of the results. RESULTS: Consumers in the life insurance market in Dongguan City were more satisfied with life insurance companies' environmental facilities and enrollment process, the diversity and pricing of life insurance products, and the professionalism of in-house staff, and less satisfied with the reputation of life insurance companies and the professionalism of agent services. Conclusion: There is a need for life insurance companies to strengthen the communication between various departments and consumers, improve the management level of consumer complaint...
