Optimization of Foreground Support Facilities for Commercial Banks Based on Queuing Theory
Many scholars have studied bank queuing problem through queuing model. Drawing on the service pack theory and queuing theory, this paper built a new cost-optimized model through the introduction of ATM variables. And the authors selected two bank outlets
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Optimization of Foreground Support Facilities for Commercial Banks Based on Queuing Theory Jianxin Shi and Jierong Wang
Abstract Many scholars have studied bank queuing problem through queuing model. Drawing on the service pack theory and queuing theory, this paper built a new cost-optimized model through the introduction of ATM variables. And the authors selected two bank outlets as the research objects to collect data, and then used MATLAB software for data analysis and processing. Finally, they optimized the support facilities of the selected two bank outlets through this model while trying to make the banks’ total costs and customer waiting costs minimum. The paper also put forward some practical suggestions on the optimization of the bank’s foreground support facilities. Keywords ATM • Optimization • Queuing theory • Support facilities
87.1 Introduction In recent years, with the rapid development of China’s financial industry, bank queuing problem has emerged as a serious issue. The existence of this problem has exposed the inefficiency of commercial banking services, and has affected the image and competitiveness of china’s commercial banks. Some scholars believe that setting ATM in the bank outlets has shunt effect on the bank queuing problem. But in practical, many banks’ service windows and ATM sets are unreasonable. From the perspective of service management, service packs consists of four aspects, including support facilities, aids, dominant and recessive service. Bank queuing problem has a great relationship with the set of bank support facilities and ancillary items. It can be said that the bank’s service package set is not
J. Shi () • J. Wang School of Management, Harbin Institute of Technology, Harbin, China e-mail: [email protected] E. Qi et al. (eds.), The 19th International Conference on Industrial Engineering and Engineering Management, DOI 10.1007/978-3-642-37270-4 87, © Springer-Verlag Berlin Heidelberg 2013
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perfect. From the perspective of service package optimization, we believe that the service pack optimization of the commercial banks can improve service quality and customer satisfaction.
87.2 Theoretical Background 87.2.1 Service Pack Theory James A. Fitzsimmons and Mona J. Fitzsimmons (2006) defined service pack as the combination of a range of products and services under certain circumstances in their book “Service management: operations, strategy and Information Technology”. The combination consists of the following four elements: (1) Support facilities: the material resources must be in place before providing services. Once established, their structures are not easy to change. (2) Aids: material goods which customer purchase and consumption of, or customer-owned goods which services rely on. (3) The dominant service: refers to the interest which can be perceived with senses and it constitutes a basic characteristic of services. It is the most direct factor that impact customer satisfaction. (4) The recessive service: refers to the spiritual harvest tha
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