Title: Using queuing theory for evaluating flexibility performance in banking services

Authors: Wuttigrai Ngamsirijit

Addresses: National Institute of Development Administration, 118 Sereethai Road, Bangkapi, Bangkok, 10240, Thailand

Abstract: Queuing analysis is mostly used for creating service design and resource allocation plan in many service organisations. In such turbulent business environment, the service organisations are required responding to the changing demand and supply circumstances by adjusting the resources more frequently. Thus, flexibility performance should be evaluated in more constructive manners for service improvement. Due to its multi-dimensional performance, the evaluation requires an integrated framework incorporating a conventional method, i.e., queuing analysis, and analytical approaches. This paper presents how flexibility performance in banking services can be determined by using queuing theory and also provides insights on the limitation of measures, i.e., resource utilisation and customer waiting time used in the queuing model to cope with other flexibility dimensions. Consequently, the integrated framework is proposed for service organisation striving for meeting the highest customer service level.

Keywords: flexibility performance; queuing theory; banking services; customer service; banks; resource utilisation; customer waiting time; modelling; bank service levels.

DOI: 10.1504/IJSOM.2012.047950

International Journal of Services and Operations Management, 2012 Vol.12 No.4, pp.387 - 404

Published online: 15 Jul 2012 *

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