摘要
针对当前突出的商业银行网点排队问题,总结银行已采用的措施和缓解网点服务压力的研究成果,指出当前银行的现实措施和学者的研究成果在微观层面的欠缺。从银行业务处理交易着手,对客户办理的银行业务进行逻辑分析,提出了基于自助服务终端和银行门户网站的虚拟柜员服务模式,同时指出此种模式对缓解商业银行网点排队压力的重要意义。
In view of the current outstanding commercial bank queuing problem, this paper sums up bank＇ s used measures, ana lyzes the research results that alleviate the services pressure, points out that the current practical measures and scholars＇ a chievements lack microscopic level analysis, analyze the bank transaction from the micro level, puts forward the virtual teller service mode based on the self service terminal and bank website to relieve bank service pressure, explain the mode＇ s impor tam meaning.
出处
《对外经贸》
2012年第12期101-103,共3页
FOREIGN ECONOMIC RELATIONS & TRADE
关键词
商业银行
网点排队
虚拟柜员
流程优化
commercial bank
queuing problem
virtual teller
process optimization
