The Role of Service Quality in Enhancing Customer Satisfaction and Loyalty: An Empirical Study on PICC Corporation

Authors

  • Sheng Pan Xichang University, Xichang 615013, Sichuan, China

DOI:

https://doi.org/10.5281/zenodo.15478104

Keywords:

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Abstract

This study explores the relationship between service quality, customer satisfaction, and loyalty within the context of the People's Insurance Company of China (PICC). Utilizing survey data from PICC customers, we examine dimensions such as assurance, tangibility, empathy, responsiveness, company policies, and customer service. Results indicate high levels of customer satisfaction driven by reliable and efficient service delivery. The findings underscore the importance of service quality in fostering customer loyalty and suggest practical implications for improving business strategies within the Chinese insurance industry.

References

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Published

2025-05-21

How to Cite

Pan, S. (2025). The Role of Service Quality in Enhancing Customer Satisfaction and Loyalty: An Empirical Study on PICC Corporation. Journal of Theory and Practice in Economics and Management, 2(3), 10–14. https://doi.org/10.5281/zenodo.15478104

Issue

Vol. 2 No. 3 (2025)

Section

Articles

License

Copyright (c) 2025 Sheng Pan

Creative Commons License

This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.