The Analysis of the Customer Request Processing in a Financial Institution

Maria Neagu () and Valentin Marin ()
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Maria Neagu: Dunarea de Jos University of Galati, Romania
Valentin Marin: Dunarea de Jos University of Galati, Romania

Economics and Applied Informatics, 2013, issue 1, 5-12

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.

Keywords: Financial institution; Financial service; Simulation modeling (search for similar items in EconPapers)
JEL-codes: C51 C63 G21 (search for similar items in EconPapers)
Date: 2013
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Persistent link: https://EconPapers.repec.org/RePEc:ddj:fseeai:y:2013:i:1:p:5-12

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