| It is always a key issue that affects the service level and customer satisfaction that customers queue too long in the process of bank business handling.With the application of new generation information technology and internet technology in daily life,smart service is accepted by more and more people.Dongguan branch of bank B introduces smart counters and provides customers with quick and intelligent services in 2017.As the branches of Dongguan branch of bank B are dispersed and the number of customers of each branch and the configuration of the smart counter system are quite different,the service efficiency of the smart counter at present is a problem worth studying.Based on the data collection and sorting from 2017 to 2018,this study employs a super efficiency SBM-DEA model considering with undesirable outputs to measure the service efficiency of smart counter in 33 branches of Dongguan branch of Bank B and analyzes three kinds of efficiency of 33 branch branches.The results show that both the individual efficiency and the overall efficiency of the smart counter services of 33 branches show an upward trend,which is promoted by increasing the number of smart counters and shortening the waiting time in line.Unscientific allocation of personnel and equipment aggravates the situation of excess service efficiency,and the technical efficiency of each branch has become saturated with the continuous increase of equipment.With the increase of equipment and personnel input,the scale efficiency of smart counter service also shows diminishing marginal efficiency.In order to improve the service efficiency of the smart counter,each branch should improve the service efficiency of the smart counter by strengthening the service synergy,optimize the service function of the smart counter,paying attention to the identification of the customer service content in the service process and strengthen the training of service personnel. |
