Based On Queuing Theory For Bank Outlets Customer In Queuing Optimization Management Study

With China joining WTO, the domestic banking sector has rapidly developed, and the competition between the major banks has become increasingly fierce. Customers go to the bank to conduct business, yet most of the time is wasted on queuing, resulting in the quality of bank customer service is seriously dissatisfied. To research on bank customers queuing problems is to find an equilibrium point between customers' demand and capacity of banking services, namely, to reduce customer's queuing time, to improve customer satisfaction with the quality of banking services, and finally to achieve the revenue maximization of the bank. In this thesis, the customer average arrival rate is obeying Poisson, and the bank counter staff average service rate is obeying negative exponential distribution, adopt multi-window M/ M /C queuing theory model for bank customers queuing modeling analysis, by obtaining the relevant parameters, to design A bank customer queuing network optimization program, obtained results are as follows:(1) From banks operational costs and customer satisfaction to study. Standing in the customers' point of view, the research figures out the lowest window solutions under the precondition of meeting customers' maximum latency tolerance; while standing on the bank's point of view to analyze, its purpose is to use a minimum investment for maximum economic benefits, combined with the economic optimization model of queuing system, its cost optimization, service scale has been optimized solutions.(2) Control and management of the dynamic operation of bank window. By analyzing the number of customers reaching the bank in each period, introduction of different customer arrival rate ?, improved queuing theory model, in order to control each time dynamic of A bank outlets, by setting flexible window number to achieve optimal dynamic of banking operations management.(3) Combined with M/M/C model, using quantitative analysis to run various system indicators and customer qualitative analysis perception of service quality, from the bank angle dynamic window settings and service efficiency to improve management, is proposed to effectively improve and solve A bank outlets customer queuing issues related measures.The above research results provide some theoretical basis to improve bank service quality and customer queue management for solving customer queuing problem, which have a high value. However, due to the number of sample data acquisition is limited and my lack of knowledge and ability on the queuing theory model selection and improvement, the study may be not very deep and the actual situation there may exist some bias. In the future, will continue the research.