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Queuing System Optimization based on Customer Experience of Chinese Commercial Intelligent Bank Branches

Published: 12 January 2019 Publication History

Abstract

In recent years, the competition of Chinese commercial banks comes not only from traditional banking, but also from emerging internet finance. The competition environment of the banks becomes more and more intense. Hence, how to keep and improve competitiveness is a core and vital question for the banks. As one of the main factors affecting the competitiveness, customer experience attracts growing attention in the bank service channels. In this paper, we focus on the customer experience in the intelligent bank branches, which is an important service channel for Chinese commercial banks. More precisely, we study on the queuing problem of the intelligent bank branches with virtual teller machines (VTMs), and two queuing models, mixed queuing model and separated queuing model, are proposed for the intelligent bank branches. The performance of the queuing models is evaluated both in the waiting time of the customers and the work intensity of the manual tellers by simulation. The results show that, compared to traditional bank branches, the customer experience of the intelligent bank branches is improved greatly, and the separated queuing model performs better than the mixed queuing model.

References

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Zou W, Ling J, Zhao X. 2018. Internet Finance, Bank Competition and Liquidity Creation. Economy & Management, 2018.
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Hummel, Dennis, S. Schacht, and A. Mädche. 2017. Multi-Channel Choice in Retail Banking Services: Exploring the Role of Service Characteristics. Internationale Tagung Wirtschafts informatik, 2017.
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Y. Wang, C. Qian and J. Cao. 2010. Optimized M/M/c model and simulation for bank queuing system. 2010 IEEE International Conference on Software Engineering and Service Sciences, Beijing, 2010, pp. 474--477.
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N. Madadi, A. H. Roudsari, K. Y. Wong and M. R. Galankashi. 2013. Modeling and Simulation of a Bank Queuing System. 2013 Fifth International Conference on Computational Intelligence, Modelling and Simulation, Seoul, 2013, pp. 209--215.
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R. N. Mourão, R. S. Carvalho, R. N. Carvalho, and G. N. Ramos. 2017. Predicting Waiting Time Overflow on Bank Teller Queues. 2017 16th IEEE International Conference on Machine Learning and Applications (ICMLA), Cancun, 2017, pp. 842--847.
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Wu G., Wu S. 2012. Research on Relationship between Queue Service System and Customer Waiting of Commercial Banks. Shanghai Finance, 2012.
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  • (2020)User Experience Research of Queuing System based in Chinese Smart Bank Branches2020 4th International Conference on Artificial Intelligence and Virtual Reality10.1145/3439133.3439143(56-61)Online publication date: 23-Oct-2020

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  1. Queuing System Optimization based on Customer Experience of Chinese Commercial Intelligent Bank Branches

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    ICMSS 2019: Proceedings of the 2019 3rd International Conference on Management Engineering, Software Engineering and Service Sciences
    January 2019
    292 pages
    ISBN:9781450361897
    DOI:10.1145/3312662
    Permission to make digital or hard copies of all or part of this work for personal or classroom use is granted without fee provided that copies are not made or distributed for profit or commercial advantage and that copies bear this notice and the full citation on the first page. Copyrights for components of this work owned by others than ACM must be honored. Abstracting with credit is permitted. To copy otherwise, or republish, to post on servers or to redistribute to lists, requires prior specific permission and/or a fee. Request permissions from [email protected]

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    • China University of Geosciences

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    Association for Computing Machinery

    New York, NY, United States

    Publication History

    Published: 12 January 2019

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    Author Tags

    1. Bank branch
    2. VTM
    3. queuing system

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    • (2020)User Experience Research of Queuing System based in Chinese Smart Bank Branches2020 4th International Conference on Artificial Intelligence and Virtual Reality10.1145/3439133.3439143(56-61)Online publication date: 23-Oct-2020

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