Selection the best alternative by an MCDM algorithm integrated by SERVQUAl model

This paper proposes an algorithm to select the best branch of an insurance company as alternatives based on five SERVQUAL(service quality level) dimensions model as criteria by two multiple criteria decision making (MCDM) techniques, analytical network process (ANP) & Technique for Order Preference by Similarity to Ideal Solution (TOPSIS).first service quality level of each branch is evaluated by SERVQUAL then the weights are determined by ANP and finally selection process is performed by TOPSIS in order to maintain the importance degree of service quality in our insurance industry which plays an important role in Persian total service industry. There for the aim of this paper is to extend TOPSIS and ANP methods to select the most preferable branch of an insurance company based on service quality level. The reason for applying ANP is the interaction of criteria and alternatives with each other.

کلیدواژه ها:

MCDM ، SERVQUAL ، Insurance