| dc.description.abstract | This study is to ascertain the contributions and applications of
queuing theory in the field of Banking queue management problems.
This review proposes a system of classification of queues in the
Banking sectors. The goal is to provide sufficient information to an
analyzer who is interested in using queueing theory to model an
effective queue management process. Customer satisfaction is a
concern to service industries as customers expect to get their service
promptly when they arrive. Demand for service is highly variable,
and it depends on customer's satisfaction. For a service industry like
a bank, there is a need for efficient bank Teller scheduling system
that takes into account recognizing various customer expectations.
This research study involves as to how a bank could provide value
added customer service by reducing customer-waiting time to the
maximum possible standard. The model takes into account real time
system behaviour including changing customer arrival rates
throughout the day and customer service manner. This study is
centered on the single channel waiting line systems with poisson
arrivals and exponential service times in Bank of Ceylon, City office,
Bank of Ceylon Kuliyapitiya and Bank of Ceylon Bingiriya. Banking activities and behavior of these three branches are completely
different. They represent stages of customer-flow management
processes. Waiting systems are stochastic mathematical models and
they represent the describing base of the waiting phenomena,
services processes, and prioritization among others. Mathematical
models of queuing theory present interest in modelling, designing,
and analysing information networks. | en_US |
