| 顾客等待容忍度与银行排队服务系统的优化 |
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| 引用本文： | 李华敏,张辉. 顾客等待容忍度与银行排队服务系统的优化[J]. 金融论坛, 2011, 0(2): 29-34 |
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| 作者姓名： | 李华敏 张辉 |
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| 作者单位： | 陕西师范大学国际商学院;陕西师范大学; |
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| 基金项目： | 中央高校基本科研业务费专项资金资助(2010ZYGX006) |
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| 摘 要： | 本文通过实地调查发现,顾客最佳等待时间为8分钟,分析顾客等待心理可以提高银行顾客等待容忍度.利用相关数据进行统计检验,验证了客户到达率服从泊松分布,服务时间服从负指数分布,据此建立M/M/C单队多服务台模型.银行柜台费用优化模型需要权衡顾客成本与银行自身的运营成本,在不超过顾客能容忍的最长等待时间的前提下,银行应以最少...
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| 关 键 词： | 等待容忍度 动态控制 服务管理 优化窗口 |
Customer's Tolerance for Wait and the Optimization of Bank's Queuing Service System |
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| LI Hua-min ZHANG Hui. Customer's Tolerance for Wait and the Optimization of Bank's Queuing Service System[J]. Finance Forum, 2011, 0(2): 29-34 |
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| Authors: | LI Hua-min ZHANG Hui |
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| Affiliation: | LI Hua-min ZHANG Hui |
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| Abstract: | Results of site investigation reveal that the longest time for which the customer can wait is 8 minutes and the analysis of customer's wait psychology can improve customer's atolerance for wait.With the relevant data,the statistical test of the paper verifies that the rate of customer's arrival follows Poisson distribution and the service time follows negative exponential distribution.According to the distributions,the paper establishes an M/M/C model of a single queue with multiple counters.It is necessary... |
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| Keywords: | tolerance for wait dynamic control service management optimization of windows |
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