Decisions on Additional Counters in the Banking Industry and Applications of the Queuing Theory
Many researchers have long explored the effects of customer waiting time on service level. In Malaysia, however, the effects of this particular issue have seldom been explored. This study was conducted to reduce this gap by examining the relationship between the waiting time and customer satisfac...
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| Main Author: | |
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| Format: | Thesis |
| Language: | English English |
| Published: |
2000
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| Subjects: | |
| Online Access: | http://psasir.upm.edu.my/id/eprint/8142/1/GSM_2000_4_.pdf |
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| Summary: | Many researchers have long explored the effects of customer waiting time on
service level. In Malaysia, however, the effects of this particular issue have seldom
been explored. This study was conducted to reduce this gap by examining the
relationship between the waiting time and customer satisfaction level in Malaysia's
banking industry. The focus of the thesis is the determination of counters and the
trade off between the opportunity cost and the service level offered by the bank.
First, data related to waiting lines was obtained from the QMS system of
Bank XYZ. This data includes all costs data required in this study. Questionnaires
were also distributed to customers of Bank XYZ to gather information in estimating their opportunity cost. All the data was analysed using various procedures. As an
example, the arrival and server pattern was analysed using the K -S test. The result
indicates the arrival and server pattern to be Poisson distribution and Exponential
distribution respectively.
Separate procedures were developed to find optimal number of counters
using maximum allowable waiting time and cost model. The result indicates that this
method of calculating optimal counters is possible and reliable. The overall result of
this study can be repeated and can be easily utilised by other banking institutions in
managing their queuing problem. |
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