商业银行客户排队系统及其模型研究

Research on Customer Queueing System and Its Model of Commercial Bank

针对商业银行日益加剧的排队问题,文中以排队论理论为基础,结合商业银行管理、数理统计等学科知识进行研究。首先,在阐明排队系统一般结构的基础上,通过图形描述了银行排队系统结构;然后,研究随机变量分布,包括客户到达服从的Poisson分布和服务时间服从的指数分布;最后,构造银行排队系统模型,包括主要数量指标计算模型和目标函数模型。文中的研究内容,从根本上解决客户等待成本和银行自身经营成本之间的矛盾,对商业银行优化网点资源配置、提高服务质量、增加顾客满意度等方面具有重要作用。

For the growing queueing problem of commercial bank, combine commercial bank management, mathematical statistics and oth- er disciplines knowledge based on. the queueing theory to research. First, based on the illustration about the general structure of queueing system, describe bank queueing system architecture through a graphic. Second, research random variable distribution, including customer reaching obey Poisson distribution and the exponential distribution of service time obey. Finally, construct bank queueing system model including key quantitative indicators calculation model and objective function mode]. This study, fundamentally solves the contradiction between customer waiting costs and operating costs of the bank itself, and has an important role for commercial banks to optimize the re- sources allocation, improve service quality and increase customer satisfaction.