Research On Bank Customer Queuing System

Nowadays the problem that customers spend too much time queuing at banks is increasingly prominent. It is of important significance to alleviate the queuing problem and find a balance between the contradiction of the bank operating costs and the customers’ waiting costs on the premise of customers’ satisfaction.The thesis is based on the queuing theory and uses the method of quantitative analysis. Data collected in the field is tested by rigorous mathematical test. Bank customer queuing system simulated using Monte Carlo method on the computer, suggestions of optimizing and improving the queuing system are made on the basis of the simulation result with the actual and the principles of economics from the perspective of queuing theory.The main contents and achievements of the thesis are listed below.(1) The Z Branch in L City of Industrial and Commercial Bank of China taken as the instance, great mass of firsthand data on the bank customer queuing problem is collected in the field, which supports the study and the thesis.(2) The data collected is handled with mathematical analysis. A new distribution family, two-parametered exponential distribution family, is constructed targetedly, which is of usability to the service time of other queuing systems. The customer queuing system of Z Branch in L City is proved M/G/c/∞/∞FCFS by distribution fit test.(3) A simulation algorithm based on Monte Carlo method of GI/G/c/∞/∞/FCFS queuing system which has rarely been studied before is designed, which is of universality and practicability and also of usability to M/G/c/∞/∞/FCFS queuing system.(4)The algorithm designed in the thesis is used to simulate the customer queuing system of the Z Branch in L City. Suggestions to alleviate the queuing problem are made on the basis of the simulation result from reality, utilizing queuing theory and the principles of economics.The two-parametered exponential distribution family constructed to solve practical problems in the thesis and the simulation algorithm based on Monte Carlo method of GI/G/c/oo/oo/FCFS queuing system are of theoretical significance and practical value.