Integration of Taguchi-simulation method for improving banking services

Abstract

Banks are branded as service organizations that have a close relationship with their customers by providing financial services. On the other hand, customers are considered as one of the most important resources of banks. Service long queues will increase their waiting time and reduce satisfaction. After determining the distribution function of variables in Enterprise dynamic (ED) software, model design was performed and the software was run for six and a half hours (bank working hours). Taguchi method, signal-to-noise ratio, were used for better analyzing the factors, and improvement. A case study was conducted at Mellat Bank in Semnan according to four controllable factors, including customer arrival time, number of servers, system capacity and service length, plus two uncontrollable factors such as branch location, type of service. Finally, 72 tests were performed and the factors of customer arrival time and service length were identified as the most important factors in improving the quality of system services.

Keywords

• Simulation
• Taguchi method
• Banking services
• Customer satisfaction