Qualidade do serviço da AXA Portugal - Companhia de Seguros, S.A.

: análise das reclamações do Departamento Patrimonial

Abstract

This work was developed under a internship in the Master of Marketing, given by the Catholic University of Porto, and is based on the analysis of the services provided by AXA Portugal - Companhia de Seguros SA, in particular by the Endowment Department . The quality of services and their management is an increasingly important issue for companies, that requires our full attention. Thus, this paper provides a description and study of the services offered by AXA, including different features and moments of truth present in the companies. At the same time, we make an analysis of the Asset Management Complaints Department, in order to detect the different faults that exist in the provision of services of the same. Finally, we show a comparative study as a result of analysis of complaints in seeking the best market practice to terms Branch Multi-risk housing three different insurers.

Date of Award	1 Jul 2014
Original language	Portuguese
Awarding Institution	Universidade Católica Portuguesa
Supervisor	Ana Filipa da Rocha de Castro e Côrte-Real (Supervisor)