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

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.