Some Application Researches In Bank's Service System Of Queueing Theory

Being called random service system, queueing theory is a mathematics discipline which studies the crowded phenomenon. It studies every kinds of service system's probability characteristic in the queue of waiting, to guide the system's optimal design and optimal operating strategy. Its theory has been widely applied in various areas of the life. For the bank, queueing system is the channel in which it completes the transaction with customers. Therefore, the optimization of supermarket's queueing system according to the knowledge of queueing theory has the practical significance.From the customer point of view,solving customer queuing problem can be effective conservation, and the time cost of banking transactions and physical costs and increase customer delivered value,improve customer satisfaction for banking serviees, further enhance the bank's competitiveness on the market.From the point of the bank's operation, customer's queuing problem is a more complex service marketing problems. Using queuing theory to analysis the bank's customer service line, we can help banks to coordinate the contradiction between the customer costs and bank's costs, and optimize the rationelle verteilung of internal resources of bnaks.In this paper, we first introduce several important probability distributions in the queuing system, Poisson process, Markov process, statistical test and the basic knowledge of queueing theory. The work settles a solid theoretical foundation for the further work. Then we collece two monthes'queuing data of customer and bank teller's service time of the banking outlets, sorte the relevant data and obtain the relevant parameter of the system. We introduce correction coefficient, treat the stetem as the queuing model with different parameter. Through the method of marginal analysis to optimize the bank's service system, we find the best binding point between customer's cost and bank's cost, to minimize there sum, provide reference for bank's management to slove the customer's queuing problem better.