Office Of Banking Customers Queuing Problem

Customers' queuing services in bank offices is a common phenomenon. In particular, with China's accession to the WTO, domestic banks increasing emphasis on intensive operations, the bank has strengthened its operational efficiency is not high and the network of disassembling. Reduce network resources, customer flow to further focus on the existing network, resulting in a platoon leader's customers is a common phenomenon, resulting in customer waiting time is too long. Especially in recent years, to invest in stocks and funds thermal heat securities trading business, the banks suddenly increase, making the issue more prominent bank queue. According to the survey, in customer satisfaction for banking services, customer waiting time is too long is the most dissatisfied with the place. Marketing and services from the bank management of the inherent requirements of customers are most dissatisfied with the issue of a bank's management should focus on priority issues.Banks in providing services to clients in the process of cost and price to be paid, while customers wait for the services to be paid in the course of energy, stamina and time costs. Bank of additional service windows, and service personnel will increase its operating costs increased, but would reduce the cost of customers waiting. Reduce service windows, and service personnel will reduce the banks to reduce operating costs, but the cost of waiting for customers will increase. Therefore, banks, the cost of the service and the cost of waiting is a shift between the relationship. Banks need their own operating costs and customer balance between cost, the balance between the costs and benefits.Carry out research projects in the great 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 services, further enhance the bank's competitiveness on the market. World Marketing Masters Dr Philip Kotler·customer value to the decision of the factors summarized as follows: currency prices, a time-cost, energy cost and physical costs of four major areas. Science to properly solve the problem of queuing customers can effectively save customers time, energy and physical costs, the total value of the same customers in the circumstances, reduce the total cost of customers means that customers transferring the value of the increase means that the improvement of customer satisfaction and competition in the banking market and the strengthening of capacity. Operating from the bank's point of view, customers queuing problem is a more complex service marketing problems. Using queuing theory analysis of the bank's customer service line, customers can help banks coordination costs and the contradiction between the bank's cost, and optimize internal bank in the rational allocation of resources. Specifically related to: business outlets geographically defined, business outlets scale, business outlets human resources management, product integration and segregation in business.By using queuing theory on the theory and method of banking business outlets customer service system. Through field surveys, data collection, processing and finishing, access to services system operation parameters and the best indicators, and services to improve and optimize the system. With the reality of a strong and purposeful.In the bank's customer service line in a number of important parameters, such as the rate of customer reach, the rate of bank teller service, customer service waiting time, and so on. This paper obtained through field investigation of the actual data from these parameters, and through statistical software to be followed out the parameters of the distribution, use of queuing theory and the theory and method of building models to determine the best operating system parameters, to help pay the cost of banking and how to coordinate between receipts. At the same time, from the perspective of consideration, so that customers receive satisfactory service while lowering costs for customers. Through the queuing theory to optimize the system, find customers cost banks between cost and the best combination of points, so that the two of the smallest and the cost for management to better address customers queuing up to provide reference.