Document Type : Research Paper



This research introduces an integrated method for ranking different service providing institutions based on their service quality level.
In this way the suitable criteria for assessing the service quality have been identified. In order to recognize the differences and gap analysis several hypotheses have been assumed. In these hypotheses we assumed that there are differences between customer expectations and his perceptions. Then these hypotheses have been investigated. An Analytical network process was used for ranking different insurance institutions based on this criteria. For these criteria are dependent.
Finally this research presents several suggestions for researchers that want to investigate this subject and presents other suggestions for improving the insurance institutions.