Research On Queuing System Of T Branch Of Construction Bank

With the advancement of interest rate liberalization and the liberalization of domestic financial access licenses,Internet finance has risen rapidly.The internal and external competition of traditional commercial banks has intensified.With the highly homogenized service,customers will naturally choose quality,fast-service financial service channels.It is imperative for commercial banks to make full use of the advantages of outlet services,which will improve service quality and make customer satisfied.However,now the actual situation of the outlet service is that the counter service capacity is insufficient with long queue.The waiting time of customers exceeds their tolerable limit,and they are seriously dissatisfied with the current services system.How to balance the needs of customers with the bank's service capacity is a issue.And minimize customer waiting time without increasing operating costs.Improve the quality of service system to meet customer satisfaction.Maximize the benefits of commercial banks.This thesis uses case study method,and T branch of China Construction Bank is to be the research object.Investigate the business processes,queuing status and the factors affecting customer satisfaction.Analyze the reasons for the long queue time.Put forward optimization system of queuing problems based on the queuing theory M/M/C model.Check the effect of dynamic window setting based on customer arrival rate.Optimize the queuing system through reservation queuing system and pre-filling system on internet.Prove that they can effectively reduce customer waiting time while reducing resource input with numerical analysis.In addition,suggestions like reducing customer arrival rate with multiple channels,enhancing counter service rates and reducing experience waiting time for customer are proposed to improve the status of network queuing.Finally,make summarizes and look forward to the lack of this research.