International Journal of Application or Innovation in Engineering & Management
An Inspiration for Recent Innovation & Research….
ISSN 2319 – 4847
www.ijaiem.org

Call for Paper, Published Articles, Indexing Infromation Quality Improvement of Service Industry Using Waiting Line Model for Selected Banks in Bangalore, Authors : Prof.Mallieswari R, Dr Aravinda Reddy M N, Ramanadham Vaishnavi, International Journal of Application or Innovation in Engineering & Management (IJAIEM), www.ijaiem.org
Volume & Issue no: Volume 10, Issue 7, July 2021

Title:
Quality Improvement of Service Industry Using Waiting Line Model for Selected Banks in Bangalore
Author Name:
Prof.Mallieswari R, Dr Aravinda Reddy M N, Ramanadham Vaishnavi
Abstract:
Abstract Banking is one of the major financial service sector for investment based transactions. Customers are relied upon on banks for their various monetary and non-monetary transactions. The present study is designed to understand banking performance towards its services and its impact on customer satisfaction. Waiting lines in banks are one of the major challenge for the bank. The objective of this study is to estimate the performance of banking services by using the stochastic waiting line model and to analyse the gap between expected time and actual waiting time. In order to analyse the banking performance using a predictive analytic technique called queuing theory has been used to measure the performance of services offered by ICICI and Kotak Mahindra bank. Queuing theory examines the waiting line , the arrival process, and service process, number of customers etc.In this study, two private banks namely Kotak Mahindra bank and ICICI bank used to analyse the waiting line performance. According to the analysis the total expected time is more in ICICI bank when compared with Kotak Mahindra bank. It is observed that number of customers arriving in a day for banking services is more in Kotak Mahindra bank than ICICI bank because ICICI bank has digitally updated many of its E – services as compared to Kotak Mahindra bank. So the theory of waiting line helps to analyse the average total expected time of a customer in a bank with which banks can improve its performance. Keywords: Queuing theory, Simulation, M/M/S Model, Waiting time, Arrival and service rate
Cite this article:
Prof.Mallieswari R, Dr Aravinda Reddy M N, Ramanadham Vaishnavi , " Quality Improvement of Service Industry Using Waiting Line Model for Selected Banks in Bangalore " , International Journal of Application or Innovation in Engineering & Management (IJAIEM), Volume 10, Issue 7, July 2021 , pp. 020-028 , ISSN 2319 - 4847.
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