إختيار النموذج الأفضل لصفوف الانتظار في تحسين الخدمة المصرفية

Choose the best model for queues In improving the banking service

Abstract :

• The theory of waiting lines saw wide interest by researchers and scholars through the many research and studies on this subject, which found several areas to be applied. As this thesis is aimed at trying to reduce the waiting time and get the necessary service in banks, and choose the most appropriate number of channels of service that is associated with lower variable costs and result in good service to customers. In this thesis, four chapters were reviewed, including the first chapter, the research objective, the research problem, and the previous studies of some researchers who worked in the field of waiting. The second chapter, the theoretical part, included the most important elements of the waiting queue models, forms of waiting systems, sports models of queues, as well as the cost of waiting. The third chapter, which is the fundamental aspect of this thesis is a practical aspect as it ensures the real data collection for a period of ten days from the channel receiving transactions and channel service delivery in (Rasheed Bank / 21 / Division salaries), which is one of the banks of the holy city of Karbala operation, was conducted the test of good matching data, a chi square test (χ ^ 2 test) for the purpose of ascertaining the theoretical distribution of real data, and the results are that the appropriate model is (M / M / 2), and thus finding the performance measures through the use of the ready program (WinQSB) and the cost to study and evaluate the service system in the bank’s circuit and compare these measures with other modeling measures of the waiting queue models ((M / M / 3) and (M / M / 4) and (M / M / 5)). The fourth chapter included the most important conclusions reached in this thesis , a selection of the best number of service channels based on performance and cost metrics are three channels for the service rather than two of any model selection (M / M / 3) which leads to the small size of the queue and not Loss of customers’ time. A number of recommendations were suggested, most notably the need to use three service channels instead of two to facilitate transactions for customers on the one hand and lower total costs on the other. “