As competition in the market becomes more intense, meeting customer needs with an aim of satisfying customers’ needs and creating loyalty in them is more crucial. In the present study was conducted with the aim of identifying and ranking the factors affecting the loyalty of insurance customers by multiple criterion decision-making method in uncertainty environment. The research population included insurance industry experts, especially experts of Tejarat-e No Insurance Company of Mazandaran Province and a number of experts in the field of customer loyalty and related areas of the study. Using convenient sampling method, they were included in two groups. The first group included 20 senior experts and managers for localizing of the model and due to subject specificity and limitation in recognition of experts. The second group included 6 experts. The method of this research is an analytic type of descriptive-survey study. In addition, it is considered as an applied study in terms of objective. The results of DEMATEL method showed that the factor of before and after sales service is the most influential factor and the criterion of customer trust is the mostly influenced factor. Moreover, fuzzy analytic network process show that customer trust factor is the most important criterion of customer loyalty in Tejarat-e No Insurance Company of Mazandaran Province, followed by the quality of service, customer satisfaction, communication factor and before and after sales service, respectively.
