Design and evaluation of a new banking interface system based on wireless networks in referral customers to the bank to increase customer satisfaction

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Design and evaluation of a new banking interface system based on wireless networks in referral customers to the bank to increase customer satisfaction. The results of the assessment show that this system also reduces customer waiting time. Reduce the overhead costs of banks Significantly reduce the amount of manual data entry by employees, accelerate service delivery and maximize coordination among employees more accurate prediction of customer waiting time and the reduction of human errors.
International Journal of Computer Networks and Communications Security
VOL. 2, NO. 10, OCTOBER 2014, 361–365
Available online at: www.ijcncs.org
ISSN 2308-9830
Design and Evaluation of a new Banking Interface System Based
on Wireless Networks in Referral Customers to the Bank to
Increase Customer Satisfaction
Reza Mohamaddoust
Department of IT Engineering, Payame Noor University (PNU), IRAN
E-mail: PNU1392@yahoo.com
ABSTRACT
Electronic banking reduced customers referring to the bank in person, but still some banking process needs
the customer presence. This matter is wasting customers' time and it can cause overhead costs for banks.
Therefore, this study is introducing a banking system interfaces based on wireless networks which will be
reduce customers’ in-person visits. These systems reduce the waiting time of customers in the personal
referrals and increase employees’ productivity. It uses the structures of the wireless communication system
based on wireless sensor networks or local wireless networks .In its simplest form, this system is
implemented as mobile phone software. The results of the assessment show that this system also reduces
customer waiting time. Reduce the overhead costs of banks Significantly reduce the amount of manual data
entry by employees, accelerate service delivery and maximize coordination among employees more
accurate prediction of customer waiting time and the reduction of human errors. The results of comparing
these kinds of systems show that the proposed system is reducing common weaknesses that are used in
current methods in the customer's personal referrals to the bank.
Keywords: Wireless Sensor Networks, Systems Interface Banking, E-Banking.
1
INTRODUCTION
Use of software and hardware equipments in the
fast networks for processing a large number of real-
Nowadays, a variety of wireless networks are
time transactions has led to accelerating integration
used in several applications. The use of wireless
service
banking
operations.
Using
of
ATMs,
networks
for
energy
management
and
control
internet
banking
and
so
on
are
signs
of
the
systems,
including
automated
energy
control
importance of the competition over the quality of
systems
[1-7],
the
control
system
and
services.
Since
the
importance
of
customer
environmental monitoring [8] and smart systems
satisfaction
considered
as
a
key
parameter
for
such as intelligent building [9] is in development.
banks, many researchers have studied to model the
Expansion of economic activities has led banks to
satisfaction of the customers same as [10-11].
compete for providing better services to customers.
Some banking services are still required to visit
The importance of this competition and advances in
clients in person. Operations such as depositing
information and communication technology has led
cash in a bank account, cash a check, Payment
to banks overtake each other in this field. In recent
Bonds done and so on only by calling for banks.
years, expansion of the electronic banking services
Refer
client
to
the
bank
has
advantages
and
has led to expansion of the customer satisfaction
disadvantages, some of them are mentioned below.
and also, increased the availability of banking for
The benefits of customers' in-person reference to
customers. Therefore, it reduced urban traffic and
the bank are: authenticate of account holders by
environmental pollution. Also, development of e-
bank
employees
(checking
the
customer
banking has led to using of the banking services in
identification)
and
access
to
different
levels
of
every place and time.
employees for information interchange.
362
R. Mohamaddoust / International Journal of Computer Networks and Communications Security, 2 (10), October 2014
On the other hand, long waiting time to receive
2
INTRODUCTION TO BIOS
services (even with dispenser machine), filling up
different types of form for several times, linger to
The
system components
and
then
the
system
get answers to questions due to the banks' rush, the
performance will be expressed for the introduction
increase of employees' working pressure because of
of
the
system.
The
system
components
are
customers'
in-person
visits,
service
quality
connected to each other using wireless protocols.
reduction and increase of the risk of employees'
BOIS components include:
error, the increase of banks' overhead costs because
of high consumption of consumable items (pens,
paper, etc.) in customers' personal presence. Failure
to use or difficulty of banking operations for the
blind are some disadvantages that reduce the
customer satisfaction on a personal visit to the
bank.
Therefore a banking interface system has been
designed in this study based on wireless networks
in customers' personal referrals. The system has
been named called BOIS (Banking Operation
Interface System) and it has the following
advantages:
2.1 Customer Data Entry Interface
This device is a customized personal digital
assistant (PDA).In fact, this device is where
customers enter login information and by a
graphical software and all related banking forms
designed in and used. In brief the device is the
customer interface. In order to increase the security
of banking operations, customer interface can have
more features like a fingerprint module or camera.
This interface uses the RFID tag to declare the exit
of these devices out of the bank. Customer interface
has a wireless transmitter and a receiver (Wi-Fi,
Bluetooth or ZigBee).
Reduce
the
customers'
waiting
time
in
personal reference.
Reduction of banks' employee fatigue due to
2.2
Customer
Software
Interface's
Information
Receiver
elimination of data entry operations
The software receives the data that has been sent
Increase security in banking operations by
using fingerprint and Customer image
Coordination increase between banks'
employees with different levels
Accelerated in banking Operations
The blind's ability to use banking operations
in a secure way
from the client interface and displays them on
staff's computers via the local control interface.
This software can be integrated with the bank's
database software. It is called as admin interface.
In the simplest implementation of the system, the
customer information input interface can be
considered as a mobile software which is in
communication with the local control interfaces via
Responding to customer inquiries
Initial validation of customers' input
Reduction of human errors in filling
out
Bluetooth or local wireless. This method can reduce
the costs of finished BOIS and to be considered as a
model of this system.
forms
The ability to estimate customers' waiting
3
SYSTEM FUNCTION
time more precision
First of all, a banking service will be selected by
The above features increase customer
satisfaction and the efficiency of employees
through customers' in-person visits. The study will
be introducing the BOIS and the various component
descriptions in the second part. The system
performance has been explored as well. Finally,
the performance of BOIS and current methods used
in banks were compared with a designed scenario.
the customer through the client interface and related
forms will be displayed. After filling out the forms
and final approval of information from the
customer in the customer interface, the data filled in
the form will be sent to the local controller interface
and he will send the relevant information interface
employees' software. When it reaches to the
customers, the bank employees will review the
received information and if there is no problem,