基于排队论的银行业务窗口设置优化

山东大学学报(工学版) ›› 2013, Vol. 43 ›› Issue (3): 23-29.

基于排队论的银行业务窗口设置优化

蔡文婧1,葛连升2

1. 山东大学经济学院, 山东济南 250100; 2.山东大学网络与信息中心, 山东济南 250100

收稿日期:2013-03-20 出版日期:2013-06-20 发布日期:2013-03-20
通讯作者: 葛连升(1967- ),山东莒县人,男,教授,博士,主要研究方向为计算机网络、智能信息处理、信息化. E-mail:lsge@sdu.edu.cn
基金资助:
国家自然科学基金资助项目(11001055, 61170211)

Optimization of bank counter setting based on queuing theory

CAI Wen-jing1, GE Lian-sheng2

1. School of Economics, Shandong University, Jinan 250100, China;
2. Network and Information Center, Shandong University, Jinan 250100, China

Received:2013-03-20 Online:2013-06-20 Published:2013-03-20

摘要/Abstract

摘要：

为解决目前办理银行业务顾客等候时间过长的问题,构建了基于排队论的银行业务窗口设置优化模型。将银行前台的业务办理过程视为随机服务系统, 在充分认识该系统基本特征的基础上,详细设计了优化银行窗口设置的步骤,并运用排队论,从两个侧重目标分别具体分析了银行窗口设置的优化方法,结合实例给出了合理确定银行窗口数量的一种新思路。

关键词: 排队论, 服务强度, 优化方法, 银行业务窗口, 顾客损失率

Abstract:

In order to reduce the waiting time of customers in the current banking system, a queuing theory based optimization model of banking queuing system was developed. The process of conducting service at the bank counters was regarded as random service system. A detailed design of bank counters’ optimization was given based on the basic features of this system. Additionally, a concrete analysis of the system optimization using queuing theory according to two respective aims was presented, and then a new way to decide the appropriate number of bank counters was illustrated with an example.

Key words: queuing theory, bank counters, steps of optimization, loss rate of clients, service intensity

中图分类号:

O226

蔡文婧1,葛连升2. 基于排队论的银行业务窗口设置优化[J]. 山东大学学报(工学版), 2013, 43(3): 23-29.

CAI Wen-jing1, GE Lian-sheng2. Optimization of bank counter setting based on queuing theory[J]. JOURNAL OF SHANDONG UNIVERSITY (ENGINEERING SCIENCE), 2013, 43(3): 23-29.

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