摘要：This article gives the customer satisfaction survey, and factors affecting the insurance industry, according to insurers. First, a study using Servqual model (service quality factors) was investigated; therein, customer satisfaction and other indicators and factors in the success of the insurance companies were identified. Finally, factors such as access, customer response time and trust in customer satisfaction as the most important factors were identified and understanding the customer, credit, insurance, and customer relationship can be identified as the most influential indicators of success in the insurance industry.
关键词：Customer satisfaction; service quality; critical success factors
