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Journals / Afyon Kocatepe Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi / 2026 / Cilt: 28 Sayı: Özel Sayı Özel Sayı

Assessing Service Quality Performance in the Turkish Life Insurance Sector: An Integrated CRISUS-Centroidous-RAM Framework

Türk Hayat Sigortacılığı Sektöründe Hizmet Kalitesi Performansının Değerlendirilmesi: Bütünleşik CRISUS-Centroidous-RAM Çerçevesi

Osman Yavuz Akbulut(SIVAS CUMHURIYET UNIVERSITY)0000-0001-9225-1728
Pages
235–251
Publication Date
2026-10-21
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AI Summary & Key Takeaways

AI Insight
⚡ TL;DR(Too Long; Didn't Read)

The findings reveal that the digital policy ratio and the active agent ratio are the most influential determinants of service quality, whereas the geographic coverage rate occupies the lowest position in the weight ranking.

📌 3 Key Takeaways

🎯
Objective & Hypothesis:This paper recommends an integrated multi-criteria decision-making framework that brings together the CRISUS, Centroidous, and RAM procedures to assess the service quality performance of companies operating in the Turkish life insurance industry.
📊
Key Findings & Data:The findings reveal that the digital policy ratio and the active agent ratio are the most influential determinants of service quality, whereas the geographic coverage rate occupies the lowest position in the weight ranking.
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Conclusion & Impact:This study is distinguished by being the first to deploy the CRISUS and Centroidous procedures jointly within a single weighting scheme, and the first to apply the RAM procedure to the life insurance sector.
🔬Design:Araştırma Makalesi
📍Scope:Comprehensive Sample
⚙️Variables:Hizmet Kalitesi · Performans Değerlendirmesi · Hayat Sigortacılığı

Abstract

This paper recommends an integrated multi-criteria decision-making framework that brings together the CRISUS, Centroidous, and RAM procedures to assess the service quality performance of companies operating in the Turkish life insurance industry. Criterion weights were determined through the integration of the CRISUS and Centroidous procedures via a linear aggregation operator, while company rankings were established by means of the RAM procedure. The application draws on an expert panel assessment covering eight leading companies in the sector in terms of premium production. The findings reveal that the digital policy ratio and the active agent ratio are the most influential determinants of service quality, whereas the geographic coverage rate occupies the lowest position in the weight ranking. According to the ranking results, Türkiye Hayat achieved the highest and Metlife the lowest service quality performance. Sensitivity analyses and comparisons with five alternative MCDM techniques confirmed the stability of the ranking order throughout. This study is distinguished by being the first to deploy the CRISUS and Centroidous procedures jointly within a single weighting scheme, and the first to apply the RAM procedure to the life insurance sector.

Özet

Bu çalışma, Türk hayat sigortacılığı sektöründe faaliyet gösteren şirketlerin hizmet kalitesi performansını değerlendirmek amacıyla CRISUS, Centroidous ve RAM prosedürlerini bütünleşik bir çok kriterli karar verme çerçevesi içinde bir araya getirmektedir. Kriter ağırlıkları CRISUS ve Centroidous prosedürlerinin doğrusal toplama operatörü aracılığıyla entegrasyonuyla belirlenmiş; şirket sıralamaları RAM prosedürü aracılığıyla elde edilmiştir. Uygulama, prim üretimi açısından sektörün önde gelen sekiz şirketini kapsayan bir uzman panel değerlendirmesine dayanmaktadır. Bulgular, dijital poliçe oranının ve aktif acente oranının hizmet kalitesinin en belirleyici kriterleri olduğunu ortaya koymakta; coğrafi kapsama oranının ise en düşük ağırlıklı kriter konumunda yer aldığını göstermektedir. Sıralama sonuçlarına göre Türkiye Hayat en yüksek, Metlife ise en düşük hizmet kalitesi performansını sergilemiştir. Duyarlılık analizleri ve alternatif ÇKKV teknikleriyle yapılan karşılaştırmalar sıralama kararlılığını doğrulamıştır. Bu çalışma, CRISUS ve Centroidous prosedürlerini ilk kez birlikte kullanan ve RAM prosedürünü hayat sigortacılığı sektörüne ilk kez uygulayan çalışma olma özelliği taşımaktadır.

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Cite This Article

Akbulut, O. Y. (2026). Assessing Service Quality Performance in the Turkish Life Insurance Sector: An Integrated CRISUS-Centroidous-RAM Framework. Afyon Kocatepe Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi, Cilt: 28 Sayı: Özel Sayı Özel Sayı, 235–251. https://doi.org/10.33707/akuiibfd.1957226

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