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A Servqual Model Approach Integrated With Fuzzy Ahp And Fuzzy Topsis Methodologies To Rank Life Insurance Firms, Mahdi Saeedpoor, Amin Vafadarnikjoo, Mohammadsadegh Mobin, Ali Rastegari
A Servqual Model Approach Integrated With Fuzzy Ahp And Fuzzy Topsis Methodologies To Rank Life Insurance Firms, Mahdi Saeedpoor, Amin Vafadarnikjoo, Mohammadsadegh Mobin, Ali Rastegari
Amin Vafadarnikjoo
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 …