The evaluation of pension institution service quality in China: a novel method based on BWM and Grey-TOPSIS

Weiliang Zhang (), Sifeng Liu (), Junliang Du (), Liangyan Tao (), Wenjie Dong () and Muhammad Nawaz ()
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Weiliang Zhang: Nanjing University of Aeronautics and Astronautics
Sifeng Liu: Nanjing University of Aeronautics and Astronautics
Junliang Du: Northwestern Polytechnical University
Liangyan Tao: Nanjing University of Aeronautics and Astronautics
Wenjie Dong: Nanjing University of Aeronautics and Astronautics
Muhammad Nawaz: Nanjing University of Aeronautics and Astronautics

OPSEARCH, 2024, vol. 61, issue 3, No 19, 1562-1581

Abstract: Abstract In an ageing society, the service quality of pension institutions has become increasingly prominent. This paper proposes combining Best Worst Method (BWM) and Grey Technique for Order Preference by Similarity to an Ideal Solution (Grey-TOPSIS) method for service quality evaluation of pension institutions. Firstly, we construct a Donabedian’s structure, process and outcome (SPO) model of service quality evaluation criteria with three criteria and fifteen sub-criteria. This is a comprehensive indicator evaluation system. Then, the weights of each criterion are calculated by BWM and Grey-TOPSIS is used to rank the pension institutions. Finally, the effectiveness of the evaluation method proposed in this paper is verified by an illustrative example of pension institution service quality evaluation.

Keywords: Service quality evaluation; Pension institution; BWM; Grey incidence degree; TOPSIS (search for similar items in EconPapers)
Date: 2024
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DOI: 10.1007/s12597-024-00739-3

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