An Optimization Study On Proscenium Support Facilities Of Commercial Banks On Queuing Theory

In recent years, with the rapid development of Chinese economy, more finacialproducts are largely needed for the public. These financial demands lead the bank’svolume of business greatly increased, such as personal financial services andpurchase funds. Generally speaking, these complex business usually require moretime than simple business. Furthermore, the banks often undertake other business,like taking payment. So the probability of more and more people arriving at bankduring the same time is more likely to happen, leading to a longer and irritatingqueue. Queuing problems will cause customer dissatisfaction that badly damage theimage and competitiveness of the domestic commercial banks. Therefore, in order toimprove the competitiveness and obtain long-term interest for the bank, improvingservice quality and levels to solve the queuing problem is the most urgent task ofbanks.In this paper, Firstly, we introduce the theory of commercial banking servicesand queuing theory, and the former mainly offers some service pack concepts. Fromthe view of service management, service pack is made up of support facilities,auxiliary facilities, observed service and hidden service. The related theories of theservice pack are applied, and the true meaning of the service pack in the commercialbanks service is illuminated in this paper. We principally focus to study theoptimization of support facilities settings. According to the definition of the servicepack,so the service pack is optimized at the same time. Then the ATM which istaken as a variable in mathematic model, is analyzed. In other words, a newcost-optimization model based on the original bank queuing model is created.Secondly, by site visits to a number of different bank branches, we finally select twobank branches as our study object of this paper. The related data is collected, such ascustomer arrival rate, service rate, ATM shunt rate and service rate of bank servicewindow. The shunt rate of the ATM is obtained by questionnaire survey. Then theMatlab software is used to analyse and process the relevant data. Finally, theoptimizational models of support facilities of the two bank branches are provided bya normal optimization method, which exactly try to find the minimum of the banks’total costs and customer waiting costs, we also put forward some practicalsuggestions for the two banks. Comparing to previous studies, the banks’ total costsof this article include both the service window cost and ATM cost.Basing on queuing theory and service pack theory, the paper constructs aoptimization model of support facilities. On the one hand, it can diversify andimprove the queuing theory, and on another hand, for commercial banks, they can reduce costs and reasonably arrange for the network of support facilities, whileimproving customer satisfaction. Hence, this paper not only has academicsignificance, but also can give some advice on the management of commercialbanks.