本文選題：支持設施　切入點：排隊論模型　出處：《哈爾濱工業(yè)大學》2012年碩士論文　論文類型：學位論文

【摘要】：近年來，我國經(jīng)濟迅速發(fā)展，大眾對金融產(chǎn)品的需求不斷增加。對于銀行來說業(yè)務量驟然大增，如辦理個人理財和購買基金等，辦理這些復雜業(yè)務所需時間比簡單業(yè)務多，又加之銀行承擔的其它繳費業(yè)務等，導致去銀行辦理業(yè)務的人增多，排隊現(xiàn)象嚴重。排隊問題的存在，會引起顧客的不滿，進而影響國內(nèi)商業(yè)銀行的形象和競爭力。因此，盡快解決排隊問題提高服務水平是銀行提高競爭力、獲得長遠利益的當務之急。 本文首先對商業(yè)銀行服務理論和排隊論理論進行闡述，前者主要提到了服務包的相關(guān)概念。從服務管理的角度來看，服務包的主要組成部分有支持設施、輔助設施、隱性服務和顯性服務。本文運用服務包的相關(guān)理論，明確商業(yè)銀行中服務包的內(nèi)涵，重點對其支持設施的設置進行優(yōu)化研究，借此對服務包進行優(yōu)化研究。然后，把ATM作為一個變量進行分析，即在原有銀行排隊論模型的基礎上加入ATM這一變量建立新的成本優(yōu)化模型。同時，本文還對多個不同銀行網(wǎng)點進行了實地考察，最終選定了兩個銀行網(wǎng)點作為本文的數(shù)據(jù)采集點，收集了與論文相關(guān)的數(shù)據(jù)，，如顧客到達率和服務率、ATM分流率、銀行服務窗口工作人員的服務速率等，其中對ATM的分流率采用了問卷調(diào)查的方式，再運用Matlab軟件對相關(guān)數(shù)據(jù)進行了分析和處理。最后，使用這一模型對前文兩個銀行網(wǎng)點的支持設施進行優(yōu)化，試圖讓銀行總成本和顧客等待成本都最小，并對前臺支持設施的優(yōu)化提出可行的建議。相比于前人的研究，本文中的銀行總成本由服務窗口成本和ATM成本這兩部分組成。 本文以排隊論和服務包為理論基礎，通過對支持設施成本優(yōu)化模型進行研究，一方面對于豐富和完善排隊論模型有推動作用；另一方面對商業(yè)銀行來說，使用該模型可以在降低成本的基礎上合理安排網(wǎng)點的支持設施，同時提高顧客的滿意度。因此，本文不但具有一定的學術(shù)意義，而且對商業(yè)銀行的管理也有一定的指導意義。
[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.
【學位授予單位】：哈爾濱工業(yè)大學
【學位級別】：碩士
【學位授予年份】：2012
【分類號】：F832.33

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