Exploring the factors affecting increase
waiting time in Egyptian public bank
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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
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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
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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.
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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
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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.
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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
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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
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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
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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
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E - B a n k i n g
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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
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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
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A T M
ATM
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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?
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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
.
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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
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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.
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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
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Conclusion
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