Queuing Problem Optimization Research Of Industrial And Commercial Bank Of China, Quanzhou Licheng Branch

Nowadays, with the development of our society and economy, people increasingly diversified financial consumer demand. However, the supply of bank financial services does not keep pace of demand growth. In particular,commercial banks gradually highlight the queuing problem, which has become a hot issue of social concern. As China’s financial markets increasingly open and the competition between banks becomes more and more intense, commercial banks, especially state-owned commercial bank, has serious issues in customer queuing, that has greatly affected the social reputation of the banking industry, as well as its competitiveness and customer satisfaction. Therefore, it is critical to seek effective solutions to effectively alleviate the issues of commercial banks queuing program,that widely exists in China’s commercial banks. To study the queuing problem in commercial banks, this paper uses literature method,questionnaire methods, empirical analysis and quantitative analysis, and selects Industrial and Commercial Bank of China Quanzhou Licheng branch as the study case. By collecting the data of queuing in the bank and drawing queuing model analysis, the queuing time is significantly optimized. Besides, by questionnaire study, we analyzed the psychology of queuing customer, and come up with a solution to ease customer waiting negative emotions. We hope, from a management perspective, to seek optimum solutions to improve services from the practical point of view, to improve the quality of service and network competitiveness of ICBC Quanzhou Licheng Branch, and to contribute to the development of the banking industry.