| With the rapid development of China’s economy,the intersection between people and the financial industry is also increasing,and handling business in commercial banks has become an indispensable part of people’s life.But at the same time,with the increase of customers,the passenger flow will inevitably become larger and larger,and the number of customers waiting per unit time will become more and more.The long waiting time for business has become a long-standing problem for commercial banks.At present,China’s banking industry is highly competitive,and the product homogeneity is serious.The service quality and business handling efficiency naturally become the key to the improvement of each bank.How to solve the problems of customers’ long waiting time,low efficiency of business handling,poor service quality,etc.,so as to take the lead in the horizontal competition has become the focus of all banks.This paper selects Guangfa Branch A,which has relatively low service efficiency in this city,as the research object,and focuses on the service efficiency of the branch,taking the problems found in the process of customers’ business in Branch A as the breakthrough point.This paper first elaborates and analyzes the theories and methods of domestic and foreign banking industry to improve service efficiency.Secondly,the questionnaire survey method and field survey method were used to investigate the customer demand and satisfaction of the customers who came to Branch A to handle business,collect data such as customer flow,teller business volume,average business processing time,average waiting time,etc.,and analyze the data,Point out the problems in the current service management measures of Branch A.Finally,based on the queuing theory,the M/M/C queuing model of Branch A is constructed,and the optimal queuing solution is obtained by integrating the collected data into the model.According to the optimal solution,the service quality and efficiency of Branch A are improved.The conclusion of this paper is that Branch A,based on its own business situation and customer groups,has adopted the optimization model constructed by the operation research queuing theory with a scientific theoretical basis.Through the management of the number of outlets’ counters,the training of staff’s business skills,the updating of intelligent devices,the increase of business migration and other methods,the Branch has achieved the improvement of service quality and business efficiency under the existing resources of the Branch,which has reduced the waiting time for customers to enter the store,improved their experience and satisfaction,and completed the strategic objectives of Branch A.This method has played a guiding role in optimizing the service quality of commercial banks and promoting their core competitiveness,and has certain reference significance for other domestic commercial banks to improve their service efficiency. |
