بانکداری الکترونیک و تراکم صف باجه های بانک ها (مطالعه موردی معیارهای صف در بانکداری سنتی و الکترونیک)
محورهای موضوعی : مدیریت بازرگانیمحسن محمدلو 1 , ناصر حمیدی 2 , بابک حاج کریمی 3
1 - کارشناس ارشد مدیریت صنعتی
2 - استادیار و عضو هیأت علمی،گروه مدیریت، واحد قزوین،دانشگاه آزاداسلامی، قزوین،ایران
3 - عضو هیأت علمی ،گروه مدیریت،واحد ابهر،دانشگاه آزاد اسلامی،ابهر،ایران/دانشجوی دکتری مدیریت صنعتی
کلید واژه: بانکداری الکترونیک, دولت الکترونیک, تئوری صف, بانک ملی ایران,
چکیده مقاله :
پدیده انتظار کشیدن در صف با افزایش تراکم جمعیت و شهری شدن روز افزون جامعه، بیش از پیش گسترش می یابد. تئوری صف به عنوان یک تکنیک آماری برای حل مسائل و تجزیه و تحلیل سیستمها از اهمیت به سزایی بر خوردار می باشد. بانک ها به عنوان یکی از شاخص ترین موسسات اقتصادی نقش مهمی را در راستای اجرای سیاست های پولی (انبساطی و انقباضی) دولت ایفا می کنند. در مقایسه با کشورهای پیشرفته بانک های ایران به شدت شلوغ هستند، شاید این مسئله از اولین چیزهایی باشد که توجه آدمی را در بدو حضور در خارج از کشور به خود جلب می کند. برای کاهش شلوغی بانک ها، می توان از ابزارهای خوبی مثل بانکداری الکترونیک استفاده نمود. بهره گیری از فن آوری های جدید در عرصه اقتصادی یکی از شاخص های استقرار دولت و بانکداری الکترونیک و تحول در تعریف جامعه و قدرت است. برای سنجش نقش بانکداری الکترونیک در کاهش تراکم صف پشت باجه های بانک ها، اطلاعاتی در مدت 6 روز کاری در دو سیستم بانکداری سنتی (قدیمی) و الکترونیک در بانک ملی ایران شعب استان زنجان (اداره امورشعب استان زنجان) جمع آوری گردید و بعد از تحلیل داده ها در قالب مدل های سیستم صف نتایجی مبنی بر نقش بانکداری الکترونیک در کاهش تراکم پشت باجه های بانک ملی، بعد از ارایه سئوالات تحقیق و محاسبات انجام شده، به دست آمد.
The phenomenon of waiting in queues, with the increase in population density and the increasing urbanization of societies, is expanding more than ever before. Queuing theory is of great importance as a statistical technique for problem solving and system analyzing. Banks, as one of the most significant economic institutions, play an important role in monetary policy implementation (expansion and contraction) of the government. Compared with developed countries, Iranian banks are extremely busy. This may be one of the first things that attracts one's attention on first arriving in a foreign country. In order to reduce crowdedness in the banks, useful instruments such as electronic banking can be used. Using new technologies in the field of economics is one of the indices of the establishment of the electronic government and banking as well as the change in defining the society and power. To assess the role of electronic banking in reducing the density of the bank counter queues, the data on two banking systems (traditional and electronic banking) were collected during six working days from the branches of Zanjan Melli Bank (Zanjan Branch office). Following the analysis of the data within the framework of queuing system models, the results indicating the role of electronic banking in reducing the density of Bank Melli counter queues were obtained.
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Azar, A., & Momeni, M. (1993). Statistics and Application in Management. Tehran: Samt Publication, (In Persian).
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Modarres Yazdi, M. (1980). Theory of Queue. Tehran: Tehran University Press, (In Persian).
Mohseni, Sh. (2007). Investigating the Role of Electronic Banking in the Efficiency of Bank Operations, National Bank of Iran. Master Thesis, Tehran:Central Islamic Azad University, (In Persian).
Momeni, M., Mohagher, A., & Moshfegh, F. (2006). Evaluation of the Performance of the Employee Queue-Delivery System in Bank Sepah. Management Knowledge Magazine, 74, 1-2, (In Persian).
Sahut, Jean-Michel; Kucerova, Zuzana (2003); Enhance Banking Service Quality with Quality Function Deployment Approwch, p12-13.
Seyed Hamid Reza Pasandideh , Seyed Taghi Akhavan Niaki, Genetic application in a facility location problem with random demand within queuing framework, Springer Science+Business Media, 17 May LLC 2010,p1-10.
Sheikhani, S. (1999). Electronic Banking and its Managers in Iran. Tehran: Publisher of Monetary and Bank Research Institute, (In Persian).
Venus, D., & Mokhtaran, M. (2002). Electronic Banking and the Need for Its Development in Iran. Management Magazine, 67 & 68, (In Persian).
William rock, (2003), After The Hype E-commerce Payments Grow up A workshop forum co-sponsored by The Payment Cards Center of the Federal Reserve Bank of Philadelphia and the Electronic Commerce Payments Council of the Electronic Funds Transfer Association,p61-75.
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Alahayarifard, M. (2003). Comparative Study of Traditional Banking Services and Electronic Banking in Iran. Master Thesis, Central Islamic Azad University, (In Persian).
Azar, A., & Momeni, M. (1993). Statistics and Application in Management. Tehran: Samt Publication, (In Persian).
Donald, G., & Karl, M. H. (1993). Fundamentals of Lineage Theory. Translated by: Gh. H. Shahkar, Tehran: Tehran University Publication, (In Persian).
Duca J.V. and W.C.White sell (1995), “Credit Cards & Money Demand: A Crosssectional Study”, Journal of Money, Credit, and Banking, 27, 2, May, p4-23.
Iravani, M. R. (1993). Queuing Systems, Queuing Models. Tehran: University of Science and Technology, (In Persian).
Jahanbekam, S. (2007). Survey of Acceptance of Electronic Banking among Customers of Banks of Shiraz city Using the Technology Acceptance Model. Master Thesis, Tehran: Shaheed Beheshti University, (In Persian).
Joyce Wangui Gikandi a, Chris Bloor b, Adoption and effectiveness of electronic banking in Kenya, journal.
Laidler, David, E.W.(1985), The Demand for Money, Theories and Problems, (3e), Harper & Row. P78-81.
Loretta J. Mester(1995-2001,Q3 2003), Changes in the Use of Electronic, Means of Payment: Business Review.p29-32.
Modarres Yazdi, M. (1980). Theory of Queue. Tehran: Tehran University Press, (In Persian).
Mohseni, Sh. (2007). Investigating the Role of Electronic Banking in the Efficiency of Bank Operations, National Bank of Iran. Master Thesis, Tehran:Central Islamic Azad University, (In Persian).
Momeni, M., Mohagher, A., & Moshfegh, F. (2006). Evaluation of the Performance of the Employee Queue-Delivery System in Bank Sepah. Management Knowledge Magazine, 74, 1-2, (In Persian).
Sahut, Jean-Michel; Kucerova, Zuzana (2003); Enhance Banking Service Quality with Quality Function Deployment Approwch, p12-13.
Seyed Hamid Reza Pasandideh , Seyed Taghi Akhavan Niaki, Genetic application in a facility location problem with random demand within queuing framework, Springer Science+Business Media, 17 May LLC 2010,p1-10.
Sheikhani, S. (1999). Electronic Banking and its Managers in Iran. Tehran: Publisher of Monetary and Bank Research Institute, (In Persian).
Venus, D., & Mokhtaran, M. (2002). Electronic Banking and the Need for Its Development in Iran. Management Magazine, 67 & 68, (In Persian).
William rock, (2003), After The Hype E-commerce Payments Grow up A workshop forum co-sponsored by The Payment Cards Center of the Federal Reserve Bank of Philadelphia and the Electronic Commerce Payments Council of the Electronic Funds Transfer Association,p61-75.