[1]杨兵[],左垒[]. 商业银行客户服务系统计算机模拟研究[J].计算机技术与发展,2014,24(08):223-226.
　YANG Bing[],ZUO Lei[]. Computer Simulation Research on Customer Service System of Commercial Bank[J].,2014,24(08):223-226.
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 商业银行客户服务系统计算机模拟研究()
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《计算机技术与发展》[ISSN:1006-6977/CN:61-1281/TN]

卷:
24
期数:
2014年08期
页码:
223-226
栏目:
应用开发研究
出版日期:
2014-08-10

文章信息/Info

Title:
 Computer Simulation Research on Customer Service System of Commercial Bank
文章编号:
1673-629X（2014）08-0223-04
作者:
 杨兵[1] ; 左垒[2]
 1.渤海大学 金融与商贸学院；2.辽宁省农村信用社联合社 锦州办事处
Author(s):
 YANG Bing[1]; ZUO Lei[2]
关键词:
 ; 商业银行; 客户服务系统; 计算机模拟; 排队论; 伪随机数; 进程交互法
Keywords:
 ; commercial bank; customer service system; computer simulation; queueing theory; pseudo random number; process interactive
分类号:
TP311
文献标志码:
A
摘要:
 针对商业银行业务快速发展、银行服务终端一直承受着超负荷工作压力、排队现象屡见不鲜、柜台服务质量下降、顾客反应强烈等问题，文中运用计算机模拟技术对客户服务系统进行研究。首先，研究伪随机数产生的线性同余法，并对均匀性和独立性进行检验；然后，研究服务系统数学模型，对状态概率以系统主要指标给出了简化的计算公式；最后，研究进程交互法的模拟策略，并通过图形给出了商业银行客户服务系统模拟过程。文中的研究内容，可以作为商业银行不断梳理和改造服务的流程，并提供辅助决策的依据。
Abstract:
 It studies the customer service system by using the technology of the computer simulation aiming at the problems,such as rapid development of commercial banking business,suffering the work overload pressure for the bank service terminal,the not rare queueing phenomenon,the decline in the quality of the counter service and the strong custom response. Firstly,research the linear congruence meth-od produced by the pseudo random number,and examine the uniformity and independence. Then,research the service system mathemati-cal model,and give a simplified calculation formula by the main index of the system,for the state probability. Lastly,research the simula-tion strategy of the process interactive,and give a simulation process of customer service system by graph. The research contents of this paper can be used as the basis that commercial banks continue to comb and transformation of service process,and provide decision sup-port.

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更新日期/Last Update: 2015-03-31