Abstract

Bank business hall queuing problem is both a common phenomenon and a tricky problem. The key issue in solving the queuing of the banking business hall is how to adjust the relationship between service demand and service supply. This paper introduces the prevalence of queuing problems and the impact of queuing on customers, and then find out the root of the problem, using the relevant knowledge of queuing theory for case analysis. From the adjustment of the supply and demand of services to start by changing the customer’s psychological perception to solve the problem of bank queuing, and ultimately improve customer satisfaction. The purpose of this paper is to solve the problem of bank queuing through the adjustment of service supply and demand and the change of customer’s psychological perception, and ultimately improving customer satisfaction.

1 Introduction

In the current fast-paced modern life, banks as the service industry to provide people with convenient and efficient service is the most basic requirements. The contradiction between the expansion of bank customers and the business processing capacity become more and more obvious. Waiting behavior has a strong impact on the customer experience. Waiting for service is an important factor in the perception of customer service quality. In general, the longer the waiting time, the lower the customer’s evaluation of the quality of service. So shortening the queuing time is an urgent problem needed to be solved for the bank.