银行营业厅排队系统服务台分析与服务台数的最优设计
关键词 银行 排队系统 排队模型 Poisson分布 指数分布
毕业论文设计说明书外文摘要
Title Analysis the queuing systems of banking hall and confirmation the optimal number of the information desk
Abstract
This paper regards the queuing systems applying to bank service as the background. After preliminary analysis, we get the cause banking hall queuing phenomenon and some measures to alleviate the problem of queue. Then we introduce the basic concepts of queuing systems, the main parameters of the data, Little’s law, some useful probability distributions, basic queuing model, the probability and main parameters of the model when it in stable state. Through field investigation, we get the data of the time customer arrives and the service time of the arrived customer. According to this data, we can obtain average customer arrival rate is denoted by and average customer service rate is denoted by . We use the testing hypothesis and the method of chi-square test to test the number of arrived customer in unit time has a Poisson distribution with parameter and the service times have an exponential distribution with parameter . Finally, according to parameter
and , we establish a queuing model to attain the optimal number of the information desk. Banks should improve the evaluation of customers satisfactory degree in order to obtain the competence advantages.
Keywords bank queuing systems queuing model Poisson distribution exponential distribution
目 次
1 绪论1
1.1 课题研究背景 1
1.2 研究意义1
1.3 银行解决自身排队问题的措施 2
2 排队系统基础知识3
2.1 排队论的产生与发展3
2.2 排队系统概述 3
2.3 几种重要的概率分布5
2.4 Little公式7
3 几种排队模型的基础理论 8
3.1 单服务台排队模型：M/M/18
3.2 多服务台排队模型：M/M/c10
4 银行排队问题参数的获取与分布检验14
4.1 数据来源14
4.2 检验的相关理论 14
4.3 对每10分钟到达人数是否服从Poisson分布的检验15
4.4 顾客办理业务所需服务时间是否服从指数分布的检验19
4.5 分析 21
5 实际采样数据检验模型及最佳服务台数目的确定22
结论 25
致谢 26
参考文献27
附录A 实际记录顾客到达银行的取号时间28
附录B 实际记录顾客办理业务的到柜时间和离柜时间31
1 绪论
1.1 课题研究背景
近几年我国经济正处于不断发展的阶段，银行业在其中有着至关重要的影响。目前国内银行业竞争十分激烈，各种股份制及城市商业银行层出不穷，外资银行逐渐进入中国市场，四大国有商业银行都在不断提高自身的服务能力。如今，许多银行为了扩大自己的业务范围、提高自身竞争力，都设有代发工资、交水费、电费、电话费及学费等相应业务的服务台；同时经济的发展使得民众的生活水平也在不断地提高，金融产品及金融衍生产品数量不断增加，人们开始接触理财产品，各大银行也提供了相应的理财投资服务，相应的去银行办理业务的人数增加[1]。
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