DELIVERY OF EXCEPTIONAL CUSTOMER SERVICE BY USING THE ANYLOGIC MODEL FOR
THE MANAGEMENT OF LOAN APPLICATION QUEUES
Abstract
Women refuse to open bank accounts due to long queues in banks and
not being able to access a bank loan due to a lack of information and
time spent in loan processing. Banks face challenges in managing queues
in providing financial services. There is no evidence of research using
Anylogic to address long periods spent in loan processing. This study
attempts to fill the research gap by reviewing the literature, data
collection, simulation run, and system mapping. The study collected
secondary district-wise data from two hundred (200) bank branches in
Punjab State of India and computed the average number of loans processed
per day by seven banks in Punjab State India, simulation run was carried
out in three experiments using the Analogic model to determine the
average number of loans processing per day in India based on regular
eight working hours per day by bank in India, using one credit
consultant, one security specialist, one bank clerk, and one credit
analyst. Both online and offline credit submission is supported by the
Anylogic simulation application, and the mapping of women’s loans
granted by banks in India was designed using Kumu application software.
The result of the study revealed four (4) loan approval per day against
the current practice of one loan approval in India for 2 to 7days. This
study can guide bank stakeholders and researchers in selecting
interventions to ensure customer satisfaction.
