Copy of br impact of_waiting_time

Exploring the factors affecting increase

waiting time in Egyptian public bank

I n t r o d u c t i o n

As a result of the privatization and the emergence of private banks, investment

and the intensity of competition between the Banks and each other. Was the

public banks and state-owned banks be cautious of leakage customers to

foreign banks or investment.

performed well

The loss of many investment opportunities or the profits of many of these

banks for not satisfying the customers and solving this problems. It is also the

result of the social responsibility of these banks and acting as some of the

activities of the government, such as pension and payment of salaries

In this study we have the main problem is the high of a period of waiting for the customers of

banks Egyptian public.

In this study, we are trying to explore through the presence of a practical customer service

NBE What are the reasons that lead to a strong increase in the bank waiting for customers

C o n c e p t u a l F r a m e w o r k

The high rate of

customer waiting

E BANKING

SERVICES

SPREAD ATM

SERVICES

Service process

design

Financial

illiteracy

Social

responsibility

S e r v i c e p r o c e s s d e s i g n

Service Process design definition.

Activity of planning and organizing

people, infrastructure, communication and material components of

a service in order to improve its quality and the interaction

between service provider and customers.

Does negative perception of waiting environment effect waiting

time?

Answer is yes.

Perception of the waiting time it’s moderating variable.

Service process design

Old process

The old service process required customers to wait in FIFO line.

New process.The bank could plan for specialization for some of employees to handle the service in efficient way and minimize the average waiting time and increase customer satisfaction.Group specialized to retail banking (personal loans, and credit card), ..etcGroup specialized to open account and solve problems Group specialized to deposit money over than 500.000 EGP

Katz found that perceived waiting time and “reasonable” waiting time

increased as actual waiting time increased. Their study also showed

that overall satisfaction decreased as perceived and actual waiting

times increased

S o c i a l r e s p o n s i b i l i t y

Question?:

Is social responsibility has un effect on the waiting time of the

customers in the bank?

Definition of social responsibility of business:

The obligation of an organization's management towards the

welfare and interests of the society in which it operates.

S o c i a l r e s p o n s i b i l i t y

Literature review.

Out come: Social responsibilities with the literal meaning of the

term have no effect on the waiting time itself.

Discovering two variables from the literature review:

1-Operational decision

2- Segmentations, Targeting, positioning

• Exploring the new variables

E - B a n k i n g

Definition

Internet banking is where a customer can access his or her bank account

via the Internet using personal computer (PC) or mobile phone and web-

browser

E - B a n k i n g

E - B a n k i n g

A. A bank customer can perform non-transactional tasks through

online banking:

viewing account balances

viewing recent transactions

downloading bank statements, for example in

PDF format

viewing images of paid cheques

ordering cheque books

Online Banking Facilities & Features

E - B a n k i n g

B. Bank customers can perform transactional banking

tasks through online banking, including:

Funds transfers between the customer's linked accounts

Bill payments and wire transfers

Loan application and repayments

Buying investment products

Management of multiple users having varying levels of

authority

Transaction approval process

E - B a n k i n g

E - B a n k i n g

Advantage of internet Banking

A. Convenience

B. No Lines& reduce waiting time

C. Availability

D. Innovation

E. Cost saving

E - B a n k i n g

Disadvantages of Internet banking

A. Banking relationship

B. Security matters

C. Education Level an internet access limited

A T M

ATM

Question

Is social responsibility has an effect on the waiting time of customers in

bank?

Does financial literacy affect on the increase of rate of waiting in Egyptian

public banks?

To what extent does electronic banking affecting on waiting in customer

services?

To what extent does spread ATM and valid it services affect in

waiting in customer services?

Data collection

Sampling

The sampling procedure that was adopted in this study for data

collection was a convenience sampling method through questionnaire

survey with a pre-planned sample size of 100 respondents. The target

sample in this study was experienced Internet banking users. The

questionnaire survey was distributed in NBE , which is the most

populous,

. Overall, from the total of 100 questionnaires distributed during a one

month data collection period, there were only 82 valid questionnaires

received that could be used for further analysis

.

Data collection

Preliminary Data

We will use the survey work for Customers

this survey about customer perception about waiting time and how to

solve this problems.

100 customers were interviewed about their opinion to the high rate of

customer waiting lounge Bank

And found the following:

of them aged 41-65 want to deal within the bank and do not prefer to

use the automated teller machine and do not have any knowledge of how

to use it.

The literacy rate of 50% qualified and 20% average uneducated and 30%

qualified high

30 of them Age 18-40 70% the proportion of education qualification and

30% on average qualified

They want to deal via the internet and through automated teller machine

and do not prefer to deal within the bank.

t also was their opinion of how to solve this problem

Most clients believe that the work procedures and the lack of

specialization and stop the system and the limited number of staff and the

lack of proliferation of automated teller machines in cities and centers

leads to the existence of a large number of customers waiting hall and

thus affect the high rate of wait.

Interviews for employees

He has also been the work of a personal interview to 100 employees to

find out what are the reasons that lead to the increased rate of bank

customers waiting

80 of them said that the main reason first:

Work procedures and rules

Second, the lack of a culture of bank customers'

Third, the lack of electronic banking services

20 of them agreed that as a result of the social role played by the bank is

the main reason for this problem

Conclusion

Copy of br impact of_waiting_time

Economy & Finance

Transcript of Copy of br impact of_waiting_time