Keywords
Queuing theory
Queuing algorithm
Service efficiency
Bank branch service optimization
Submitted : 2025-12-10
Accepted : 2025-12-25
Published : 2026-01-09
Abstract
This study selects the “Smart Welcome” system of Agricultural Bank of China as a research case, aiming to improve the service efficiency and quality of Agricultural Bank of China’s branches through system optimization based on queuing algorithm. It first provides a systematic review of queuing theory and performance evaluation of queuing systems, to provide basic theoretical support for the improvement strategies of the “smart welcome” system in the bank queuing process system. Through a detailed analysis of the “Smart Welcome” system, covering its definition, workflow, existing channel information collection capabilities and customer service characteristics, it proposes a novel queuing algorithm application for optimizing the system’s efficiency and bank processes in response to identified problems. The optimization aims to enhance the service efficiency of bank outlets, providing references and suggestions to support the improvement of bank service efficiency.
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