Ponente
Descripción
Experience in banking institutions is a key factor in attracting and retaining customers. Time is a valuable element within the experience since users make decisions based on the limitation to fulfill daily obligations. High waiting times entail a loss of customers since they affect the satisfaction and perception of banking services. The present study aims to identify different strategies used for the improvement of waiting times by means of queuing theory, based on a literature review using Scopus, Dialnet and Google Scholar databases. Twenty articles were selected from 5.557 that met the defined search criteria. The results allowed identifying three approaches to the strategies reported in the literature. The first is based on organizational processes where system activities, server functions or the choice of the queuing discipline with the shortest waiting time are modified; the second consists of supporting activities that facilitate the estimation or prediction of performance indicators. The third describes the strategies that include the modification of resources. Finally, the research showed that the most used strategy is the modification of resources, equivalent to 50% of the items studied, which is efficient when the system exceeds the service capacity, otherwise it would be recommended to further explore alternatives outside the traditional ones, evaluating whether they are more optimal.
Keywords: customer, queuing model, waiting service time, queuing system, queue.
