@inproceedings{2c180d7db8c54be5855cc161df1b624c,
title = "Simulation and analysis of a bank queuing system",
abstract = "Improving service quality in the banking sector is essential for customer satisfaction. Decision makers are especially concerned about the time that customers wait before receiving their service. To stay competitive, decision makers have to continuously improve their service quality, measured in terms of suitable performance indicators. In this study, we focus on modelling and analysis of bank queuing systems. The study comprises three phases: (i) identify suitable performance indicators that influence customer perception with regards to service quality, (ii) simulate the behavioral performance of bank queuing systems, and (ii) evaluate and improve the service quality of the system. An illustrative case study is presented, showing the utility of proposed simulation approach.",
keywords = "Simulation modelling, bank queues, productivity, quality of service, queuing system",
author = "M. Mutingi and H. Mapfaira and Moakofi, {N. P.K.} and Moeng, {S. A.} and C. Mbohwa",
note = "Publisher Copyright: {\textcopyright} 2015 IEEE.; 5th International Conference on Industrial Engineering and Operations Management, IEOM 2015 ; Conference date: 03-03-2015 Through 05-03-2015",
year = "2015",
month = apr,
day = "23",
doi = "10.1109/IEOM.2015.7093836",
language = "English",
series = "IEOM 2015 - 5th International Conference on Industrial Engineering and Operations Management, Proceeding",
publisher = "Institute of Electrical and Electronics Engineers Inc.",
booktitle = "IEOM 2015 - 5th International Conference on Industrial Engineering and Operations Management, Proceeding",
address = "United States",
}