摘要:在经济全球化以及我国加入WTO的大背景下，我国金融行业蓬勃发展。随着国有银行日益壮大以及各种商业银行的创办及发展，银行排队问题己成为社会关注的一个重要现象。解决顾客排队的难题是商业银行发展过程中的重要课题。在国有银行股份制改革和外资银行的扩张下，银行业的竞争将更加激烈。排队现象得不到有效改善，势必影响我国商业银行的形象和竞争力。本文先对银行排队问题现状进行分析，总结出导致银行营业厅排队现象的原因。其次介绍排队论的基本思想和主要参数数据，建立了排队模型。再次以中国农业银行丹阳市新民路支行为案例，利用对该行的调研数据，进行实证分析，得出客户平均到达率、客户平均服务率和客户心理承受范围之内的最长等待时间等相关参数并绘制图表进行分析研究。最后对银行排队问题进行优化，提出合理的方案和意见，提高服务效率，减少成本，优化系统的运营，从而提高银行的服务质量。

关键词：排队论；银行服务；服务效率

ABSTRACT:In the backdrop of economic globalization and China's entry into the WTO, China's financial industry is flourishing quickly. Along with the state-owned Banks growing day by day and various commercial banks founding and developing, queuing problem has become an important phenomenon in society. Solve the queuing problem of customers is the important subject in the process of development of commercial banks. With the joint-stock reform of state-owned banks and the expansion of foreign Banks, the competition of banks will be fiercer. If queuing phenomenon is not effectively improved, it will inevitably affect the image and the competitiveness of commercial banks in China. Firstly, this article carries on analyzing about the present situation of bank queuing problem, and sums up the reasons for the phenomenon of the bank business hall queue. Secondly, introduce the basic ideas of queuing theory and the main parameter data, then set up the queuing model. Thirdly, with agricultural bank of China in Xinmin road of Danyang as a case , use the survey data of the bank to carry on the empirical analysis, sum up the customer average arrival rate, the average service rate and customer psychological the longest waiting time within the scope of related parameters, and draw charts to study on analysis. Finally, optimize the bank queuing problem, put forward reasonable plan and opinions, improve service efficiency, reduce costs, optimize system operation, so as to improve the service quality of Banks.

Keywords: Queuing theory; The services of  banks; The service efficiency

　　　本文将结合我国银行营业网点排队问题的现状,重点以中国农业银行丹阳市新民路支行为案例，运用排队论理论及其模型，收集、调查和整理相关数据，深入剖析我国银行排队问题,提出优化方案，对于提高银行服务质量提出一些建议和意见。解决银行的排队问题应从多方面，多角度，全方位进行综合考虑，通过排队模型定量分析顾客流和员工服务效率对排队系统的状态影响，运用经济模型分析最优化的网点服务规模，最后根据定性分析商业银行服务质量管理和定量分析排队系统的相关运行参数，提出完善商业银行的服务质量、改善和解决排队问题的方法和措施。

　　　本课题具有较强的现实研究意义。站在银行的立场上，面对现今如此激烈的竞争，解决好排队问题能提高员工的服务质量、减少运行成本，有效的提升该银行在顾客心中的形象，增强市场竞争力。站在客户的立场上，解决排队问题能有效的节省客户去银行办理业务的等待时间，增加了顾客的满意度和忠诚度。总的来看，银行服务效率的提高，客户的等待时间的减少是互利共赢的结果，是双方实现共同增值的重要途径[2]。对这一问题的探索和研究将为解决车站售票厅、通讯营业厅、医院挂号处、超市收银台等排队系统的类似问题提供重要的借鉴[3]。