摘要
用较少投入显著降低顾客排队等待时间的服务窗口调度策略对银行保持顾客有重要意义。根据采集的某银行顾客到达时间和服务时间数据,使用最佳平方逼近方法拟合出顾客到达间隔时间及服务时间曲线,经柯尔莫哥洛夫-斯米尔诺夫检验法验证数据符合M/M/n排队论模型分析条件。分别对普通顾客和VIP顾客进行了M/M/n建模分析,比较统计分析结果,确定服务窗口均衡调度策略是较优的调度策略,该调度模式可以在不追加硬件资源投入的前提下,缩短顾客排队等待时间,提高顾客满意度。
Appropriate service window scheduling strategy is important for bank to retain its customers,which could significantly reduce the customers＇ waiting time with less cost.Based on the collected data of one bank＇s customers arriving time and service time,the customers＇ arriving time and service time curve is imitated by using optimal square approximation method.According to the Kolmogrov-Smirmov inspection method,the parameter is proved to fit for the M /M /n queuing model analysis condition.Through the common customer and VIP customer M /M /n model analysis,comparison of the statistical analysis result,the service queuing window balance scheduling strategy is determined to be the appropriate strategy.The balance scheduling strategy would shorten queuing time without increasing extra hardware resource and thus improve the customer satisfaction.
出处
《统计研究》
CSSCI
北大核心
2011年第1期75-79,共5页
Statistical Research
关键词
统计分析
调度策略
银行服务窗口
Statistical Analysis
Schedule Strategy
Bank Service Window
