Abstract

Both financial and non financial information is needed for decision making by many businesses. Accurate ranks of business branches, is very important information for management and many outsiders as owners, potential investors, labor union, government agencies, bankers, other creditors and the public, because all these groups have some interest in the business that will be served by information about its position and ranks. MCDM method is useful to rank businesses’ branches and 3-stage procedure (S.E.T) can be used to rank service organizations such as insurance firms, travel agencies and banking. The present study aims to evaluate and rank a business’ branches based on the clients’ perception of their shopping experience. For this purpose, a sample of 270 clients who has had the experience of shopping from XYZ insurance firm in Shiraz-Iran was used in order to collect data and 240 questionnaires were returned and used in this study. So service quality based on the clients’ perception by SERVPERF was evaluated, then for calculating the criteria weights Entropy method was applied and finally, Technique for Order Preference by Similarity to Ideal Solution (TOPSIS) used to achieve the final ranking results. Branches final ranks are: C, A, B. full results of ranking branches are shown in Table 7 and 8.

Keywords:

Entropy, insurance, MCDM, SERVPERF, TOPSIS,

References

Competing interests

The authors have no competing interests.

Open Access Policy

This article is distributed under the terms of the Creative Commons Attribution 4.0 International License (http://creativecommons.org/licenses/by/4.0/), which permits unrestricted use, distribution, and reproduction in any medium, provided you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license, and indicate if changes were made.

Copyright

The authors have no competing interests.