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:	Seow, Hsin Vonn
Format:	Thesis
Language:	English English
Published:	2000
Subjects:	Banks and banking - Law and legislation
Online Access:	http://psasir.upm.edu.my/id/eprint/8142/1/GSM_2000_4_.pdf
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id	my-upm-ir.8142
record_format	uketd_dc
spelling	my-upm-ir.81422023-12-12T08:19:55Z Decisions on Additional Counters in the Banking Industry and Applications of the Queuing Theory 2000-12 Seow, Hsin Vonn 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. Banks and banking - Law and legislation 2000-12 Thesis http://psasir.upm.edu.my/id/eprint/8142/ http://psasir.upm.edu.my/id/eprint/8142/1/GSM_2000_4_.pdf text en public masters Universiti Putra Malaysia Banks and banking - Law and legislation Graduate School of Management Yahya, Salleh English
institution	Universiti Putra Malaysia
collection	PSAS Institutional Repository
language	English English
advisor	Yahya, Salleh
topic	Banks and banking - Law and legislation
spellingShingle	Banks and banking - Law and legislation Seow, Hsin Vonn Decisions on Additional Counters in the Banking Industry and Applications of the Queuing Theory
description	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.
format	Thesis
qualification_level	Master's degree
author	Seow, Hsin Vonn
author_facet	Seow, Hsin Vonn
author_sort	Seow, Hsin Vonn
title	Decisions on Additional Counters in the Banking Industry and Applications of the Queuing Theory
title_short	Decisions on Additional Counters in the Banking Industry and Applications of the Queuing Theory
title_full	Decisions on Additional Counters in the Banking Industry and Applications of the Queuing Theory
title_fullStr	Decisions on Additional Counters in the Banking Industry and Applications of the Queuing Theory
title_full_unstemmed	Decisions on Additional Counters in the Banking Industry and Applications of the Queuing Theory
title_sort	decisions on additional counters in the banking industry and applications of the queuing theory
granting_institution	Universiti Putra Malaysia
granting_department	Graduate School of Management
publishDate	2000
url	http://psasir.upm.edu.my/id/eprint/8142/1/GSM_2000_4_.pdf
_version_	1794018719704285184

Decisions on Additional Counters in the Banking Industry and Applications of the Queuing Theory

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