Document Type : Original Article
Faculty of Mechanical and Industrial Engineering, Islamic Azad University, Qazvin, Iran
Faculty of Economic Sciences, Allameh Tabatabai University, Tehran, Iran
The insurance industry plays an important role in Iran's GDP and prioritization in resource allocation, which has always been the biggest challenge among the branches of these companies, which is done only by their financial criteria and sales level (portfolio) which consequently creates unhealthy competition between insurance companies and even between the company branches itself. In this study, we decided to use multi-criteria decision-making models to identify branches based on the level of quality of their services and to provide a model for their ranking so that by eliminating figures and committees, a healthy competition between branches of a company and other companies providing different insurance. The present study was conducted in 2018. In this regard, first the weights of decision matrices obtained from SERVQUAL were calculated by the network analysis process method and then the branches were graded using the TOPSIS model. The results of this study show that there is a difference between ranking by the scientific model and traditional methods and the amount of portfolio is not a suitable criterion for ranking branches in order to allocate resources to them.