تحسين جودة الخدمات البنكية باستخدام نماذج صفوف الانتظـار - دراسة حالة بنك الفلاحة والتنمية الريفية BADR وكالة برج بوعريريج -

Abstract

The aim of this study is to improve the Quality of banking services provided by bank of agriculture and rural development, Bordj Bou Arreridj agency by applying a quantitative method which is Queues models. as the quality of service delivery is considered an important requirement for the bank to achieve excellence and upgrade, so we have identified the problem of waiting in bank services at the agency level and determine the distribution of both the Access rate, Service rate and apply the appropriate form of queues M.M.S on service system then propose appropriate solutions. So we suggest improvements by using queues form for this system that would reduce waiting time. Leverage in the quality of services provided and their progress in order to gain more Customers satisfaction