顾客等待容忍度与银行排队服务系统的优化

Customer's Tolerance for Wait and the Optimization of Bank's Queuing Service System

本文通过实地调查发现,顾客最佳等待时间为8分钟,分析顾客等待心理可以提高银行顾客等待容忍度。利用相关数据进行统计检验,验证了客户到达率服从泊松分布,服务时间服从负指数分布,据此建立M/M/C单队多服务台模型。银行柜台费用优化模型需要权衡顾客成本与银行自身的运营成本,在不超过顾客能容忍的最长等待时间的前提下,银行应以最少的窗口设置实现银行动态的最优运营管理,提高银行的服务水平、效率和顾客满意度。银行应进行客户分流管理,大力发展电子分销渠道,实行弹性工作制,以缓解营业厅高峰时的工作压力。

Results of site investigation reveal that the longest time for which the customer can wait is 8 minutes and the analysis of customer＇s wait psychology can improve customer＇s tolerance for wait. With the relevant data, the statistical test of the paper verifies that the rate of customer＇s arrival follows Poisson distribution and the service time follows negative ex- ponential distribution. According to the distributions, the paper establishes an M/M/C model of a single queue with multiple counters. It is necessary for the optimization model of the counter cost to balance the cost of servicing customers with bank＇ s operating cost. Under the premise that customers wait for no more than the maximum time they can tolerate, the bank should open the minimum windows to achieve the optimal dynamic operation management and improve service, efficiency and customer＇s satisfaction. Banks should also implement apportion management of customers, adopt the policy of flexible working, and develop electronic distribution channels to ease the work pressure of operating offices during peak hours.