Analysis of quality service in bank offices methods of the theory of mass service 105 Tetin I.A. Presence of Underwriting Cycles in Russia

An increase in the efficiency of service and the aspiration to correspond to the set level of quality are the priority when dealing with personnel from every financial institution. An especially great interest in the matter is shown by commercial organizations not provided with financial support from the state and working in the conditions of fierce competition where there is a fight for every existing and potential client. In such a situation, the questions of saving already received financial income and the aspiration to pursue well-thought out and balanced economic policy to develop one’s enterprise become particularly relevant. It is when solving these problems that the greatest amount of interest is drawn to the use of mathematical methods to analyze the existing situation, to forecast possible solutions, and create corresponding scenarios for development. In particular, when assessing the quality of service at commercial banks, the most current and effective method is queuing theory. In addition to deriving efficiency assessments, it allows for the optimization of service quality in bank offices. This work examines the analytical model of queuing systems with waiting lines, in which the simplest (Poisson) flow of requirements is used with a set parameter. The wait time of each requirement is a random value which is subject to the exponential law of distribution. The necessary condition, which assumes that a queue cannot grow infinitely, is imposed and means that the number of serving specialists should be more than the average number of specialists needed so that all clients can be served in a certain unit of time. With the aid of this model, four bank branches with the necessary input data were studied and corresponding efficiency evaluations of the functioning of each office were made. As a result of the comparative analysis, proposals on how to increase the service efficiency of underachieving branches were formulated and proved. For each bank office, an individual and reasonable scenario was put together, the step-by-step implementation of which leads to a strengthening and increase of overall performance. A comparative analysis was conducted of the impacts that the implementation of the various scenarios had on the banking branches studied. The necessary conditions to implement the possible proposals for improving the bank’s overall quality of service were formulated as well.

Keywords

Authors

References