Research On Customer Satisfaction Measurement In Queuing System

With the continuous growth of banking services,banks are increasingly becoming an important role in the life of enterprises and residents,and the trend of customer satisfaction is caused by queuing problem in banking service system.How to optimize the banking service system lineup for the enterprise to bring the greatest economic benefits while achieving the greatest degree of customer satisfaction as the bank urgent problem to be solved.The customer satisfaction rate measurement model is based on the proportion of customers who are satisfied with the total number of customers who are satisfied with the total number of customers.In this paper,through the analysis of the actual waiting time and perceived waiting time to understand the customer waiting time,the most straightforward way to improve customer satisfaction is by reducing the customer waiting time in the service system.In order to improve the status quo of the low queuing rate of customer queuing in the A bank queuing system,the waiting time data related to customer satisfaction are obtained through the design and distribution of questionnaires,field interviews and surveys.On this basis,this paper designs the evaluation model of customer satisfaction rate of Bank A,and focuses on the customer perception management,and discusses the influence of service environment on customer perception waiting time.Perceptions of waiting time and tolerance of waiting time are waited for satisfaction.You can also see that waiting for the improvement of the environment can affect people's perception,and thus improve the customer's perception of waiting time,and ultimately reduce the customer waiting for the process of dissatisfaction.In addition to waiting for other factors in the environment,such as the staff of the service guide can also shorten the actual waiting time,and ultimately to extend the perception of waiting for the purpose of time.Using SPSS,simio,matlab and other software,through the simulation simulation,regression analysis,data fitting and other methods,the bank customer satisfaction rate analysis.Finally,based on the results of satisfaction rate analysis,the paper puts forward the methods and countermeasures to improve the customer satisfaction rate of bank A.On the basis of the influencing factors of customer queuing waiting time,this paper enriches the research of customer satisfaction rate in the field of commercial bank,not only provides reference and help for the improvement of customer satisfaction rate of A commercial bank,but also for other commercial banks in this field Provide reference and reference.