商业银行排队服务系统与顾客等待关系研究  

Research on Relationship between Queue Service System and Customer Waiting of Commercial Banks

作　　者：吴国平[1,2] 吴胜[1] 

机构地区：[1]浙江金融职业学院,浙江杭州310018 [2]武汉大学经济与管理学院,湖北武汉430072

出　　处：《上海金融》2012年第8期110-111,119,共2页Shanghai Finance

摘　　要：为有效减少顾客等待时间,争取更多的顾客,提高顾客满意度,商业银行主要采用了三种不同的排队服务系统:大堂经理引导排队服务系统、单条队排队服务系统和提供叫号机排队服务系统。实证表明,三种排队服务系统对顾客等待有显著影响。只有通过设置、合理采用排队服务系统,真正减少顾客等待的时间,加大对银行员工的培训力度,增强服务意识,提升业务水平,有效进行客户分流,增加自助设备和大力发展电子银行,才能提高顾客的满意度。To effectively shorten the waiting time of their customers,strive for more customers and improve customer satisfaction,commercial banks mainly adopts three different queue service systems:lobby manager guidance system,a single team queuing system and queue management system.The empirical results show that these three systems have a significant impact on the customers.Customer satisfaction is expected to be improved by the rational use of the service systems,the training sessions of the bank employees and the boost of the E-banks and self-service equipments.

关 键 词：商业银行 排队服务系统 顾客满意度 顾客等待 

分 类 号：F832[经济管理—金融学]