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

| Peer-Reviewed

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

Views: Downloads:

Download PDF

Share This Article

Twitter
Linked In
Facebook

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), 2021. Published by Science Publishing Group

Keywords

Python, Jupyter Notebook, Heat Map

References

[1]	Fifli Konstantina, (2016). “Supervision of Data transfer with Python”. Department of Informatics and software Engineering, Institute of Educational Technology, Crete.
[2]	Barnhart C., Johnson E. L., and Nemhauser G. L., (1998); “Column Generation for Solving Huge Integer Programs”. Georgia Institute of technology.
[3]	Kassu Jilcha Sileyew, (2019). “Research Design and methodology”. www.intechopen.com.
[4]	Chinelo Igwenagu, (2016). “Fundamentals of research methodology and data collection”. Enugu State University of Science and Technology, Enugu State, Nigeria.
[5]	Acharjya D. P. and Kauser Ahmed P, (2016). “A Survey on Big Data Analytics: Challenges, Open Research Issues and Tools”. Article Published in International Journal of Advanced Computer Science and Applications (IJACSA), Volume 7 Issue 2.
[6]	Fakhitah Ridzuan, Wan Mohd Nazmee Wan Zainon (2019). “A Review on Data Cleansing Methods for Big Data”. The Fifth Information Systems International Conference 2019. Procedia Computer Science 161 (2019) 731–738.
[7]	John Alexander Miller, (2004). “Promoting computer literacy through programming Python”. PhD thesis of The University of Michigan.
[8]	Jeffrey M. Perkel, (2018). “Why Jupyter is data scientists’ computational notebook of choice“. Nature research Academies.
[9]	Anderson, E. and Fornell, C. 2000. Foundations of the American Customer Satisfaction Index. Total Quality Management, 11 (7) pp. 869-883.
[10]	Hui, L. and Tao, Y. (2000): “Theory and methodology queues with a variable number of servers”. European journal of operational research, Vol. 124, No 3. Pp. 615-628.
[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.
[12]	Richard, Davies, Peter, and Richardson (2010): “Evolution of the UK banking system”. Quarterly Bulletin 2010 Q4.
[13]	Wiley (2009): “Banking Reforms for the 21st Century: A Perfectly Stable Banking System Based on Financial Innovations”. International Review of Finance. Vol. 9, No 3, pp 177–209.
[14]	Kunze B. and Poddig P., 2007. Uberwachung op-erationeller Risiken bei Banken: Interne und externe Akteure im Rahmen qualitativer und quantitativer Uberwachung. Gabler Edition Wissenschaft. Deutscher Universit¨atsverlag. ISBN 9783835006430.
[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.

Cite This Article

Plain Text BibTeX RIS

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

Copy | Download

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

Copy | Download

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

Copy | Download

@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}
}

Copy | Download

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  -

Copy | Download

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

Download PDF

Sections

Plain Text BibTeX RIS

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

Copy | Download

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

Copy | Download

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

Copy | Download

@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}
}

Copy | Download

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  -

Copy | Download