Role Of Virtual Queue Management System In Improving Service Efficiency In Banks At Chennai City

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.
Keywords: Virtual queue management system, service efficiency, banks, customer
service