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A servqual model approach integrated with fuzzy AHP and fuzzy topsis methodologies to rank life insurance firms
Allameh Tabataba'i University, Tehran, Iran.
Allameh Tabataba'i University, Tehran, Iran.
Western New England University, MA, United States .
Mälardalen University, School of Innovation, Design and Engineering, Innovation and Product Realisation.ORCID iD: 0000-0001-8729-2955
2015 (English)In: International Annual Conference of the American Society for Engineering Management 2015, ASEM 2015, 2015, 605-614 p.Conference paper, Published paper (Refereed)
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Text
Abstract [en]

Ranking life insurance firms, particularly regarding customer-oriented criteria, has become a significant research priority of many insurance research centers. This is mainly due to the effective role of life insurance in improving the capital market and the role of service quality in customer satisfaction. This issue has remained one of the major topics associated with insurance industry which has not been sufficiently explored in the literature. This study aims at prioritizing insurance firms which hold the majority proportion of Iran's total life insurance market. Life insurers are assessed and ranked with regard to 5 criteria of customer service quality in the SERVQUAL model as well as opinions of 43 qualified insurance brokers in Tehran, Iran. Fuzzy Analytic Hierarchy Process (FAHP) is utilized to determine the importance weight of each criterion of the SERVQUAL (service quality) model. After which, the Fuzzy Technique for Order of Preference by Similarity to Ideal Solution (Fuzzy TOPSIS) is applied in order to rank the firms. Both Multiple Attribute Decision Making (MADM) methods are conducted in the fuzzy environment to handle the uncertainty and impreciseness of one's subjective judgments. The results revealed the ranking of 13 Iranian insurance companies in the context of life insurance. 

Place, publisher, year, edition, pages
2015. 605-614 p.
National Category
Production Engineering, Human Work Science and Ergonomics
Identifiers
URN: urn:nbn:se:mdh:diva-31486Scopus ID: 2-s2.0-84963752682ISBN: 9781510816022 (print)OAI: oai:DiVA.org:mdh-31486DiVA: diva2:924299
Conference
International Annual Conference of the American Society for Engineering Management 2015, ASEM 2015, 7 October 2015 through 10 October 2015
Available from: 2016-04-28 Created: 2016-04-28 Last updated: 2017-10-23Bibliographically approved

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CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • apa
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf