Application of queuing theory to a financial institution in the public service sector in the city of Manaus

Alyne Carvalho Farias; David Barbosa de Alencar; Alexandra Priscilla Tregue Costa; Antônio Estanislau Sanches

doi:10.31686/ijier.vol7.iss11.1886

Application of queuing theory to a financial institution in the public service sector in the city of Manaus

Authors

Alyne Carvalho Farias

Author
David Barbosa de Alencar

ITEGAM

Author
Alexandra Priscilla Tregue Costa

Author
Antônio Estanislau Sanches

Author

DOI:

https://doi.org/10.31686/ijier.vol7.iss11.1886

Keywords:

Service, Queue Theory, Decision making, Banking

Abstract

This paper aims to apply queuing theory to a banking service system. Financial institutions are known to attract large audiences on a daily basis, generating long and lengthy queues. Based on empirical knowledge, it is common to use seasonality to explain the increase and decrease in the flow of people in the agencies, either because it is the payment week of a wallet, the workers' lunchtime. This paper aims to apply the theory in a system, with the objective of increasing the company's competitiveness, so that it is remembered as the customer's first choice.

References

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[3] CORRÊA, H. L.; CAON, M. Gestão de serviços: lucratividade por meio de operações e de satisfação dos clientes. São Paulo: Atlas, 2002.

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[5] HILLIER, Frederick S.; LIEBERMAN, Gerald J. Introdução à pesquisa operacional. McGraw Hill, 2010.

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[7] SILVA, Jordilainy Queiroz Brasilino da. Aplicação da teoria das filas no sistema de atendimento de um restaurante universitário. 2018.

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[11] Lei promulgada nº 167, DE 13/09/2005. - (D.O.M. 15.09.2005 - Nº 1322, ANO VI).Disponível em <https://leismunicipais.com.br/a/am/m/manaus/lei-promulgada/2015/16/167/lei-promulgada-n-167-2005-dispoe-a-obrigatoriedade-de-concessionarias-de-servicos-publicos-de-agua-luz-e-telefone-agencias-bancarias-e-demais-estabelecimentos-de-credito-colocarem-a-disposicao-dos-usuarios-pessoal-suficiente-no-tratamento-digno-e-profissional-a-seus-clientes>Acesso em: out.2019.

[12] SHAMBLIN, James E. STEVENS JR., GT. Pesquisa Operacional: uma abordagem básica (trad. Carlos Roberto Vieira de Araújo). São Paulo: Atlas, 1979.

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Published

2019-11-01

Issue

Vol. 7 No. 11 (2019): International Journal for Innovation Education and Research

Section

Journal Articles

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How to Cite

Carvalho Farias, A., Barbosa de Alencar, D., Tregue Costa, A. P., & Estanislau Sanches, A. (2019). Application of queuing theory to a financial institution in the public service sector in the city of Manaus. International Journal for Innovation Education and Research, 7(11), 323-330. https://doi.org/10.31686/ijier.vol7.iss11.1886