TY - JOUR ID - 120326 TI - Predicting and benchmarking the factors of customer attraction in insurance companies by the model of network data envelopment analysis and the theory of dynamics of bass publishing JO - Journal of Decisions and Operations Research JA - DMOR LA - en SN - 2538-5097 AU - Kaveh, Mojtaba AU - Saeida Ardakani, Saeid AU - Shafiee, Morteza AU - Tabataba’i Nasab, Seyed Mohammad AD - Department of Business Administration, Yazd University, Yazd, Iran. AD - Associate Professor of Department of Industrial Management, Economic and Management Faculty, Shiraz Branch, Islamic Aazd University, Shiraz, Iran. Y1 - 2020 PY - 2020 VL - 5 IS - 3 SP - 382 EP - 401 KW - Benchmarking KW - Bass Publishing Theory KW - Systems Dynamics Model KW - Network Data Envelopment Analysis Model DO - 10.22105/dmor.2020.237734.1188 N2 - Increasing competition in the insurance industry has made most industry executives think of ways to stay in business, so they have to look for ways to increase their sales and other goals, including attracting customers. Such as; reducing costs, quality of service, proper behavior of employees, reducing administrative bureaucracy, reducing the time to do customer work when entering the company, reducing the time to pay compensation to the customer and innovation to gain competitive advantage and so on. Therefore, the purpose of this study is to predict and rank the factors of customer attraction in Mellat Insurance Company of Shiraz during the three years 2019 to 2021. For this purpose, the system dynamics model and network data envelopment analysis have been used. In order to formulate the factors of customer attraction, first the causal-loop diagram and then the stock-flow diagram were simulated. Then, this operation was performed for different scenarios and the simulated results were entered as the input of the network data envelopment analysis model. Based on the obtained result, the best and most efficient factors of customer attraction were selected and the interaction of these factors and their impact and the success of customer orientation was addressed. UR - https://www.journal-dmor.ir/article_120326.html L1 - https://www.journal-dmor.ir/article_120326_92d74ee6519c467d234115d3251650ef.pdf ER -