Evaluation of Sales Offices Performance under Uncertainty

Evaluating the performance of sales offices is of particular importance, as identifying their strengths and weaknesses helps improve service quality and increase customer satisfaction. This study aims to prioritize the agencies of Pasargad Insurance in the Tonekabon branch and evaluate their performance by proposing a novel approach based on the combination of quantitative and qualitative indicators and the use of neutrosophic sets. Due to the limitations of quantitative indicators in performance evaluation, qualitative indicators were also considered in this study to achieve a more comprehensive analysis of the offices' performance. The TOPSIS model was used as the main tool for ranking the agencies, and qualitative data were collected through neutrosophic sets (which have the ability to account for uncertainty and ambiguity). The results showed that considering a combination of quantitative and qualitative indicators (such as customer relationship management and human resource management) plays a key role in improving the accuracy of agency rankings and creates a significant difference compared to rankings based solely on sales volume. The application of this approach leads to more accurate (due to the use of neutrosophic sets) and fairer (due to the use of qualitative indicators) rankings of agencies, emphasizing the importance of using combined indicators for strategic decision-making in the insurance industry.

کلیدواژه ها:

Prioritization ، Pasargad Insurance ، Neutrosophic Sets ، Qualitative Judgments