Innovative Scenarios to Improve Service Quality

摘要

Service quality has been a subject of great interest to organizations and researchers alike. The aim of this paper is to evaluate and improve the current level of service quality. Simulation was used as a tool to measure the waiting times and service duration times. The real data was collected for 237 working days in one of the public organization have four branches. The results showed transaction times and waiting times are varying from one branch to another, three innovative scenarios were developed to determine the number of servers needed for each branch to reach the standard waiting time of providing services, which is set to be less than 5 minutes. The suggested scenarios redistributed the servers in the branches by using the same resources. The study recommended the setup of standard transaction durations for each service, and segmentation of customers based on the type of transaction.