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Bank service capability decision-making model based on stochastic service system

Author(s): Xinyi Bu1, Xiaoxiao Shen, Zhenhua Li, Yichun Xu

On the basis of predecessors' researches, this paper introduces service cost as a factor that influences bank service capability, and considers customers and service quality as well, to build a bank service capability decision-making model based on stochastic service system. We subdivide customers into different types according to their different concerns about service quality, use Activity Based Costing to analyze the factors of service cost, transfer waiting time which is the most important factor of service quality that priority customers consider to cost by adopting Delay Cost Theory. At last, the paper use Matlab to verify this model through adjusting the value of service rate and the number of servers to optimize service capability in a multi-server setting, help banks find the most reasonable way of optimizing service capability. This paper finds that bank managers need to consider customers, service quality and service cost together when optimize service capability, and that a bank can reduce waiting time by choosing staffs with high service rate and by increasing the number of servers.

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