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

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.