A study of the satisfaction level amongst life insurance policyholders with regards to the services provided by the industry
Lee, Sui Yi
Date of Issue1992
College of Business (Nanyang Business School)
This study was undertaken to ascertain the satisfaction level of policyholders with regards to the services provided by the life insurance industry. The major findings detailed in this report were drawn from many sources including policyholders and representatives from the various offices. A total of 472 life insurance policyholders responded to the survey conducted by the team. The findings revealed that the efforts by the industry to upgrade the professionalism of agents have in fact been successful. Policyholders are generally satisfied with the services provided by their agents and the administrative staff of the companies. Quality service has become an indispensable part of the operations of life insurance companies as it is one of the most important factors taken into consideration when a policyholder decides on which company's policies to take up. It is therefore worthwhile for the companies to invest in the training of its agents and staff and to place greater emphasis on quality service.
Final Year Project (FYP)
Nanyang Technological University