基于排队论的商业银行前台支持设施优化研究

发布时间：2018-03-23 06:15

本文选题：支持设施　切入点：排队论模型　出处：《哈尔滨工业大学》2012年硕士论文　论文类型：学位论文

【摘要】：近年来，我国经济迅速发展，大众对金融产品的需求不断增加。对于银行来说业务量骤然大增，如办理个人理财和购买基金等，办理这些复杂业务所需时间比简单业务多，又加之银行承担的其它缴费业务等，导致去银行办理业务的人增多，排队现象严重。排队问题的存在，会引起顾客的不满，进而影响国内商业银行的形象和竞争力。因此，尽快解决排队问题提高服务水平是银行提高竞争力、获得长远利益的当务之急。本文首先对商业银行服务理论和排队论理论进行阐述，前者主要提到了服务包的相关概念。从服务管理的角度来看，服务包的主要组成部分有支持设施、辅助设施、隐性服务和显性服务。本文运用服务包的相关理论，明确商业银行中服务包的内涵，重点对其支持设施的设置进行优化研究，借此对服务包进行优化研究。然后，把ATM作为一个变量进行分析，即在原有银行排队论模型的基础上加入ATM这一变量建立新的成本优化模型。同时，本文还对多个不同银行网点进行了实地考察，最终选定了两个银行网点作为本文的数据采集点，收集了与论文相关的数据，，如顾客到达率和服务率、ATM分流率、银行服务窗口工作人员的服务速率等，其中对ATM的分流率采用了问卷调查的方式，再运用Matlab软件对相关数据进行了分析和处理。最后，使用这一模型对前文两个银行网点的支持设施进行优化，试图让银行总成本和顾客等待成本都最小，并对前台支持设施的优化提出可行的建议。相比于前人的研究，本文中的银行总成本由服务窗口成本和ATM成本这两部分组成。本文以排队论和服务包为理论基础，通过对支持设施成本优化模型进行研究，一方面对于丰富和完善排队论模型有推动作用；另一方面对商业银行来说，使用该模型可以在降低成本的基础上合理安排网点的支持设施，同时提高顾客的满意度。因此，本文不但具有一定的学术意义，而且对商业银行的管理也有一定的指导意义。
[Abstract]:In recent years, the economy of our country has developed rapidly, and the demand for financial products has been increasing. For banks, the volume of business has suddenly increased, such as handling personal finance and buying funds. It takes more time than simple business to handle these complex businesses. In addition, other payment services undertaken by banks have led to an increase in the number of people going to the banks to handle business, and a serious queuing phenomenon. The existence of the queuing problem will cause dissatisfaction among customers, thereby affecting the image and competitiveness of domestic commercial banks. To solve the queuing problem as soon as possible and to improve the service level is an urgent task for banks to improve their competitiveness and obtain long-term benefits. This paper first expounds the service theory of commercial banks and the theory of queuing, the former mainly refers to the related concepts of service package. From the point of view of service management, the main components of service package are support facilities, auxiliary facilities. Based on the theory of service package, this paper clarifies the connotation of service package in commercial banks, focuses on the optimization of its support facilities, and then studies the optimization of service package. This paper analyzes ATM as a variable, that is, adding ATM to the original bank queuing theory model to establish a new cost optimization model. At the same time, this paper also makes a field investigation of many different bank outlets. Finally, two bank outlets are selected as the data collection points of this paper, and the data related to the paper are collected, such as customer arrival rate and service rate, ATM streaming rate, service rate of bank service window staff, etc. The ATM shunt rate is investigated by questionnaire, and the related data are analyzed and processed by Matlab software. Finally, this model is used to optimize the support facilities of the two bank outlets. This paper attempts to minimize the total cost of the bank and the customer waiting cost, and puts forward some feasible suggestions on the optimization of the foreground support facilities. Compared with previous studies, the total cost of the bank in this paper consists of two parts: the service window cost and the ATM cost. Based on the theory of queuing theory and service package, this paper studies the optimization model of supporting facility cost, on the one hand, it can enrich and perfect the queuing theory model; on the other hand, it can promote the commercial banks. Using this model, we can arrange the supporting facilities of the network reasonably on the basis of reducing the cost, and at the same time improve the satisfaction of the customers. Therefore, this paper not only has certain academic significance, but also has certain guiding significance to the management of commercial banks.
【学位授予单位】：哈尔滨工业大学
【学位级别】：硕士
【学位授予年份】：2012
【分类号】：F832.33

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