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The Analysis of the Customer Request Processing in a Financial Institution

Author

Listed:
  • Maria NEAGU

    (Dunarea de Jos University of Galati, Romania)

  • Valentin MARIN

    (Dunarea de Jos University of Galati, Romania)

Abstract

This paper presents the numerical simulation of the customer requests processing by generalists and specialists in a financial institution using ARENA software. The model considers three types of requests: standard requests, direct special requests and special requests received by telephone or e-mail. The requests processing time and costs receive a detailed analysis: the processing time, the waiting time and the total time, the requests number and the requests cost dependencies as a function of the standard requests incoming frequency are presented.

Suggested Citation

  • Maria NEAGU & Valentin MARIN, 2013. "The Analysis of the Customer Request Processing in a Financial Institution," Economics and Applied Informatics, "Dunarea de Jos" University of Galati, Faculty of Economics and Business Administration, issue 1, pages 5-12.
    • Handle: RePEc:ddj:fseeai:y:2013:i:1:p:5-12
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    More about this item

    Keywords

    Financial institution; Financial service; Simulation modeling;
    All these keywords.

    JEL classification:

    • G21 - Financial Economics - - Financial Institutions and Services - - - Banks; Other Depository Institutions; Micro Finance Institutions; Mortgages
    • C51 - Mathematical and Quantitative Methods - - Econometric Modeling - - - Model Construction and Estimation
    • C63 - Mathematical and Quantitative Methods - - Mathematical Methods; Programming Models; Mathematical and Simulation Modeling - - - Computational Techniques

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