Role Of Virtual Queue Management System In Improving Service Efficiency In Banks At Chennai City
Academic Leadership - Online Journal,
Vol. 21 No. 6 (2020): Vol-21-Issue-6-June-2020
Queue management is critical for service sectors. Improper management of waiting line makes customers switch to alternative service providers. With the emergence of new technologies, virtual queue management solutions have been developed to be able to handle queues in an efficient manner. This study focuses on understanding user adoption of queue management systems (QMS) implemented in banks. A structured questionnaire is administered to 50 respondents in a select branch of a bank in Chennai city to understand the effectiveness of virtual QMS. The study revealed that most of the users have begun to adopt QMS service as it is user friendly, saves time, makes services more accessible, is paperless and increases service efficiency.
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