Evaluation of Customer Service Delivery in Banking Operation Using Python

Olusanya Olamide Omolara; Owadoye Abiodun Ayodeji; Olusesi Ayobami Taiwo

doi:doi:10.11648/j.ajece.20210501.12

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Evaluation of Customer Service Delivery in Banking Operation Using Python

Olusanya Olamide Omolara, Owadoye Abiodun Ayodeji, Olusesi Ayobami Taiwo

Published in American Journal of Electrical and Computer Engineering (Volume 5, Issue 1)

Received: 28 January 2021 Accepted: 23 February 2021 Published: 4 March 2021

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Abstract

With competition intensifying across service-oriented business, customer satisfaction is the name of the game. If customers did not perceive the orgnisation well, the company will definitely run out of business. This paper analysed the data collected from customer service unit of a particular bank using Jupyter note - a framework under Python programming language to know customers need and to improve customer satisfaction. From the analysis, it was discovered that there were six (6) purposes of customers’ visitation to the banking hall i.e six services were rendered by the customer service unit of the bank, they are: account authentication; account list; authenticate user; balance check; fund transfer and register customer. All services except Balance Check and Fund Transfer are at their peak in the morning by 8am. Also, user authentication has highest queue length of 450 customers in the morning (8:00am). It was also discovered that customers call for services in the early part of the day and keeps decreasing until the break period when customers will be able to visit bank to make their transactions. Among all the services rendered by the bank, account authentication has the highest average queue length, followed by fund transfer, customers registration, user authentication, balance check and account listing with values 141.000, 131.600, 104.100, 103.500, 96.625 and 51.500 respectively for the month of April. This study was able to learn how customers really feel about the services rendered by the bank and the bank also has been able to know the level of the customers satisfaction, how to improve on the services render and where the immediate focus need to be in order to accelerate the bank growth because satisfied customers will buy more, stay longer and share their positive experience.

Published in	American Journal of Electrical and Computer Engineering (Volume 5, Issue 1)
DOI	10.11648/j.ajece.20210501.12
Page(s)	9-13
Creative Commons	This is an Open Access article, distributed under the terms of the Creative Commons Attribution 4.0 International License (http://creativecommons.org/licenses/by/4.0/), which permits unrestricted use, distribution and reproduction in any medium or format, provided the original work is properly cited.
Copyright	Copyright © The Author(s), 2024. Published by Science Publishing Group

Keywords

Python, Jupyter Notebook, Heat Map

References

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[11]	Mohammad, S. (2013): “Queueing theory model used to solve the waiting line of a bank -a study on Islami bank bangladesh limited, Chawkbazar branch, Chittagong”. Published in ASIAN Journal of Social Sciences & Humanities. Vol. 2, No 3, pp. 468-478.
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[15]	Selhausen P., and Hechenblaikner A. (2006): “Operational Risk in Banken: Eine Methodenkritische Analyse Der Messung Von It-Risiken. Bank- Und Finanzwirtschaft”. Deutscher Universit¨atsverlag. ISBN 9783835004245.

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APA Style

Olusanya Olamide Omolara, Owadoye Abiodun Ayodeji, Olusesi Ayobami Taiwo. (2021). Evaluation of Customer Service Delivery in Banking Operation Using Python. American Journal of Electrical and Computer Engineering, 5(1), 9-13. https://doi.org/10.11648/j.ajece.20210501.12

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ACS Style

Olusanya Olamide Omolara; Owadoye Abiodun Ayodeji; Olusesi Ayobami Taiwo. Evaluation of Customer Service Delivery in Banking Operation Using Python. Am. J. Electr. Comput. Eng. 2021, 5(1), 9-13. doi: 10.11648/j.ajece.20210501.12

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AMA Style

Olusanya Olamide Omolara, Owadoye Abiodun Ayodeji, Olusesi Ayobami Taiwo. Evaluation of Customer Service Delivery in Banking Operation Using Python. Am J Electr Comput Eng. 2021;5(1):9-13. doi: 10.11648/j.ajece.20210501.12

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@article{10.11648/j.ajece.20210501.12,
  author = {Olusanya Olamide Omolara and Owadoye Abiodun Ayodeji and Olusesi Ayobami Taiwo},
  title = {Evaluation of Customer Service Delivery in Banking Operation Using Python},
  journal = {American Journal of Electrical and Computer Engineering},
  volume = {5},
  number = {1},
  pages = {9-13},
  doi = {10.11648/j.ajece.20210501.12},
  url = {https://doi.org/10.11648/j.ajece.20210501.12},
  eprint = {https://article.sciencepublishinggroup.com/pdf/10.11648.j.ajece.20210501.12},
  abstract = {With competition intensifying across service-oriented business, customer satisfaction is the name of the game. If customers did not perceive the orgnisation well, the company will definitely run out of business. This paper analysed the data collected from customer service unit of a particular bank using Jupyter note - a framework under Python programming language to know customers need and to improve customer satisfaction. From the analysis, it was discovered that there were six (6) purposes of customers’ visitation to the banking hall i.e six services were rendered by the customer service unit of the bank, they are: account authentication; account list; authenticate user; balance check; fund transfer and register customer. All services except Balance Check and Fund Transfer are at their peak in the morning by 8am. Also, user authentication has highest queue length of 450 customers in the morning (8:00am). It was also discovered that customers call for services in the early part of the day and keeps decreasing until the break period when customers will be able to visit bank to make their transactions. Among all the services rendered by the bank, account authentication has the highest average queue length, followed by fund transfer, customers registration, user authentication, balance check and account listing with values 141.000, 131.600, 104.100, 103.500, 96.625 and 51.500 respectively for the month of April. This study was able to learn how customers really feel about the services rendered by the bank and the bank also has been able to know the level of the customers satisfaction, how to improve on the services render and where the immediate focus need to be in order to accelerate the bank growth because satisfied customers will buy more, stay longer and share their positive experience.},
 year = {2021}
}

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TY  - JOUR
T1  - Evaluation of Customer Service Delivery in Banking Operation Using Python
AU  - Olusanya Olamide Omolara
AU  - Owadoye Abiodun Ayodeji
AU  - Olusesi Ayobami Taiwo
Y1  - 2021/03/04
PY  - 2021
N1  - https://doi.org/10.11648/j.ajece.20210501.12
DO  - 10.11648/j.ajece.20210501.12
T2  - American Journal of Electrical and Computer Engineering
JF  - American Journal of Electrical and Computer Engineering
JO  - American Journal of Electrical and Computer Engineering
SP  - 9
EP  - 13
PB  - Science Publishing Group
SN  - 2640-0502
UR  - https://doi.org/10.11648/j.ajece.20210501.12
AB  - With competition intensifying across service-oriented business, customer satisfaction is the name of the game. If customers did not perceive the orgnisation well, the company will definitely run out of business. This paper analysed the data collected from customer service unit of a particular bank using Jupyter note - a framework under Python programming language to know customers need and to improve customer satisfaction. From the analysis, it was discovered that there were six (6) purposes of customers’ visitation to the banking hall i.e six services were rendered by the customer service unit of the bank, they are: account authentication; account list; authenticate user; balance check; fund transfer and register customer. All services except Balance Check and Fund Transfer are at their peak in the morning by 8am. Also, user authentication has highest queue length of 450 customers in the morning (8:00am). It was also discovered that customers call for services in the early part of the day and keeps decreasing until the break period when customers will be able to visit bank to make their transactions. Among all the services rendered by the bank, account authentication has the highest average queue length, followed by fund transfer, customers registration, user authentication, balance check and account listing with values 141.000, 131.600, 104.100, 103.500, 96.625 and 51.500 respectively for the month of April. This study was able to learn how customers really feel about the services rendered by the bank and the bank also has been able to know the level of the customers satisfaction, how to improve on the services render and where the immediate focus need to be in order to accelerate the bank growth because satisfied customers will buy more, stay longer and share their positive experience.
VL  - 5
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Author Information

Olusanya Olamide Omolara

Department of Electrical/Electronics and Computer Engineering, Bells University of Technology, Ota, Nigeria
Owadoye Abiodun Ayodeji

Department of Mathematics and Computer Science, Crawford University, Igbesa, Nigeria
Olusesi Ayobami Taiwo

Department of Electrical/Electronics and Computer Engineering, Bells University of Technology, Ota, Nigeria

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APA Style

Olusanya Olamide Omolara, Owadoye Abiodun Ayodeji, Olusesi Ayobami Taiwo. (2021). Evaluation of Customer Service Delivery in Banking Operation Using Python. American Journal of Electrical and Computer Engineering, 5(1), 9-13. https://doi.org/10.11648/j.ajece.20210501.12

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ACS Style

Olusanya Olamide Omolara; Owadoye Abiodun Ayodeji; Olusesi Ayobami Taiwo. Evaluation of Customer Service Delivery in Banking Operation Using Python. Am. J. Electr. Comput. Eng. 2021, 5(1), 9-13. doi: 10.11648/j.ajece.20210501.12

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AMA Style

Olusanya Olamide Omolara, Owadoye Abiodun Ayodeji, Olusesi Ayobami Taiwo. Evaluation of Customer Service Delivery in Banking Operation Using Python. Am J Electr Comput Eng. 2021;5(1):9-13. doi: 10.11648/j.ajece.20210501.12

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@article{10.11648/j.ajece.20210501.12,
  author = {Olusanya Olamide Omolara and Owadoye Abiodun Ayodeji and Olusesi Ayobami Taiwo},
  title = {Evaluation of Customer Service Delivery in Banking Operation Using Python},
  journal = {American Journal of Electrical and Computer Engineering},
  volume = {5},
  number = {1},
  pages = {9-13},
  doi = {10.11648/j.ajece.20210501.12},
  url = {https://doi.org/10.11648/j.ajece.20210501.12},
  eprint = {https://article.sciencepublishinggroup.com/pdf/10.11648.j.ajece.20210501.12},
  abstract = {With competition intensifying across service-oriented business, customer satisfaction is the name of the game. If customers did not perceive the orgnisation well, the company will definitely run out of business. This paper analysed the data collected from customer service unit of a particular bank using Jupyter note - a framework under Python programming language to know customers need and to improve customer satisfaction. From the analysis, it was discovered that there were six (6) purposes of customers’ visitation to the banking hall i.e six services were rendered by the customer service unit of the bank, they are: account authentication; account list; authenticate user; balance check; fund transfer and register customer. All services except Balance Check and Fund Transfer are at their peak in the morning by 8am. Also, user authentication has highest queue length of 450 customers in the morning (8:00am). It was also discovered that customers call for services in the early part of the day and keeps decreasing until the break period when customers will be able to visit bank to make their transactions. Among all the services rendered by the bank, account authentication has the highest average queue length, followed by fund transfer, customers registration, user authentication, balance check and account listing with values 141.000, 131.600, 104.100, 103.500, 96.625 and 51.500 respectively for the month of April. This study was able to learn how customers really feel about the services rendered by the bank and the bank also has been able to know the level of the customers satisfaction, how to improve on the services render and where the immediate focus need to be in order to accelerate the bank growth because satisfied customers will buy more, stay longer and share their positive experience.},
 year = {2021}
}

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TY  - JOUR
T1  - Evaluation of Customer Service Delivery in Banking Operation Using Python
AU  - Olusanya Olamide Omolara
AU  - Owadoye Abiodun Ayodeji
AU  - Olusesi Ayobami Taiwo
Y1  - 2021/03/04
PY  - 2021
N1  - https://doi.org/10.11648/j.ajece.20210501.12
DO  - 10.11648/j.ajece.20210501.12
T2  - American Journal of Electrical and Computer Engineering
JF  - American Journal of Electrical and Computer Engineering
JO  - American Journal of Electrical and Computer Engineering
SP  - 9
EP  - 13
PB  - Science Publishing Group
SN  - 2640-0502
UR  - https://doi.org/10.11648/j.ajece.20210501.12
AB  - With competition intensifying across service-oriented business, customer satisfaction is the name of the game. If customers did not perceive the orgnisation well, the company will definitely run out of business. This paper analysed the data collected from customer service unit of a particular bank using Jupyter note - a framework under Python programming language to know customers need and to improve customer satisfaction. From the analysis, it was discovered that there were six (6) purposes of customers’ visitation to the banking hall i.e six services were rendered by the customer service unit of the bank, they are: account authentication; account list; authenticate user; balance check; fund transfer and register customer. All services except Balance Check and Fund Transfer are at their peak in the morning by 8am. Also, user authentication has highest queue length of 450 customers in the morning (8:00am). It was also discovered that customers call for services in the early part of the day and keeps decreasing until the break period when customers will be able to visit bank to make their transactions. Among all the services rendered by the bank, account authentication has the highest average queue length, followed by fund transfer, customers registration, user authentication, balance check and account listing with values 141.000, 131.600, 104.100, 103.500, 96.625 and 51.500 respectively for the month of April. This study was able to learn how customers really feel about the services rendered by the bank and the bank also has been able to know the level of the customers satisfaction, how to improve on the services render and where the immediate focus need to be in order to accelerate the bank growth because satisfied customers will buy more, stay longer and share their positive experience.
VL  - 5
IS  - 1
ER  -

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