Customer recognition provides an opportunity to the customers to think about services in service companies. Classifying customers into different categories based on their satisfaction helps these insurance companies to better manage their capital that results in more profit. Researchers have used different categorization methods to identify and classify customers based on their level of satisfaction with services. The purpose of this article is to present a new method for customer classification based on the satisfaction with services in the insurance company. It overcomes the inefficiencies of a classification method called Selectability/Rejectability Measures Approach for nominal classification and provides more accurate results. This method uses service quality criteria to better consideration of customers’ perceptions and expectations. Finally, a numerical example is provided to justify the proposed method. The input data is obtained from a survey in which 384 complete questionnaires collected from the customers are examined.

客户认可为客户提供了一个考虑服务公司中服务的机会。根据客户满意度将客户分类为不同类别，可帮助这些保险公司更好地管理其资本，从而带来更多利润。研究人员已使用不同的分类方法根据客户对服务的满意度对客户进行识别和分类。本文的目的是提出一种基于对保险公司服务满意度的客户分类新方法。它克服了用于选择性分类的称为“选择性/可拒绝性度量方法”的分类方法的低效率，并提供了更准确的结果。这种方法使用服务质量标准来更好地考虑客户的看法和期望。最后，数值例子说明了所提出方法的合理性。输入数据是从一项调查中获得的，在该调查中，对从客户那里收集的384份完整问卷进行了检查。