Bank Branches Customers Queuing

The queue phenomenon in the banking offices is either a normal or a boring issue that should be solved properly in order to keep the clientele resources. The basic goal to resolve queue problem is the appropriate tradeoff between the customer's waiting (or time) cost and the banks' increasing operation costs caused by enlarging the service capital. The management of the market occupation rate and satisfaction degree of customers are two core aspects of modern commercial bank management and marketing. How to improve the service efficiency in order to gain the win-win result of customer's satisfaction and bank's profit-making, with no or less increasing the banks' operation cost is a issue faced by all the diligent bankers. This report begin with the sample survey in the market to analyze the magisterial or dominant demand of customers. Then the author uses some statistical methods to measure some key operating characteristics, including customers arrival rate, banking cashiers' service rate and superior limit of business amount. To follow up, queuing theory and simulation experiment are used to get the final and feasible solutions: firstly, reducing the number of customer on the banking offices. That means through the modern business distribution such as phone banking and internet banking business, the customers can conduct the banking business at home or office, rather than going to the banking office and waiting. Lastly, banks should highlight the importance of improving the service rate of employees by using new technology, Business Process Reengineering (BPR) and frequent training.