The document discusses factors that affect increased waiting times for customers at Egyptian public banks. It explores this issue through a case study of the National Bank of Egypt. The conceptual framework identifies several potential factors: service process design, financial illiteracy, social responsibility, e-banking services, and ATM services spread. Surveys of 100 customers and 100 employees were conducted to understand their perspectives. Customers cited work procedures, lack of specialization, limited staff, and few ATMs as reasons for long wait times. Employees also agreed on work procedures and noted a lack of customer service culture and insufficient electronic banking as additional factors.

1. Exploring the factors affecting increase
waiting time in Egyptian public bank

2. Introduction
As a result of the privatization and the emergence of private banks,
investment and the intensity of competition between the Banks. Was
the public banks and state-owned banks be cautious of leakage
customers to foreign banks or investment performed well
The loss of many investment opportunities or the profits of many of
these banks not satisfying the customers and solving this problems.
It is also the result of the social responsibility of these banks and
acting as some of the activities of the government, such as pension
and payment of salaries
In this study we have the main problem is increasing of waiting for the customers
of banks Egyptian public.
We are trying to explore through the presence of a practical customer service NBE
What are the reasons that lead to a strong increase in the bank waiting for
customers
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3. Conceptual Framework
The high rate of customer
waiting
Service process
design
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Financial
illiteracy
Social
responsibility
E BANKING
SERVICES
SPREAD ATM
SERVICES

4. Financial literacy
Financial literacy is defined
set of financial skills that informs decisions, affects behavior and
ultimately leads to financial security over the life course.
The need for financial literacy.
Having low level financial skills and knowledge causes making
wrong decisions that harm both individuals and societies.
introduce knowledge as the key factor in any organization that leads
to a sustainable competitive advantage for Success.
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5. Service process design
Service Process design definition.
Activity of planning and organizing people, infrastructure,
communication and material components of a service in order to
improve its quality and the interaction between service provider and
customers.
Does negative perception of waiting environment effect waiting
time?
Answer is yes.
Perception of the waiting time it’s moderating variable.
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6. Service process design
 1- Perception of the waiting time.
 2- waiting environments.
 A major concern for service managers is to counter act negative effects of
waiting.
By the following:
 Two elements of the waiting environment were distinguished:
 1-The attractiveness of the waiting room
 2-The presence of television (TV) as an explicit distracter.
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7. Social responsibility
Question?:
Is social responsibility has un effect on the waiting time of the
customers in the bank?
Definition of social responsibility of business:
The obligation of an organization's management towards the
welfare and interests of the society in which it operates.
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8. Social responsibility
Literature review.
Out come: Social responsibilities with the literal meaning of the
term have no effect on the waiting time itself.
Discovering two variables from the literature review:
1-Operational decision
2- Segmentations, Targeting, positioning
• Exploring the new variables
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9. E-Banking
E-Banking
Definition
Internet banking is where a customer can access his or her bank account
via the Internet using personal computer (PC) or mobile phone and webbrowser
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10. E-Banking
B. Bank customers can perform transactional banking
tasks through online banking, including:
 Funds transfers between the customer's linked accounts
 Bill payments and wire transfers
 Loan application and repayments
 Buying investment products
 Management of multiple users having varying levels of
authority
 Transaction approval process
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11. E-Banking
 Advantage of internet Banking
A.
Convenience
B.
No Lines& reduce waiting time
C.
Availability
D.
Innovation
E.
Cost saving
 Disadvantages of Internet banking
A.Banking relationship
B.Security matters
C.Education Level an internet access limited
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12. ATM
is an electronic telecommunications device that
enables the clients of a financial institution to
perform financial transactions without the need
for a cashier, human clerk or bank teller.
Know as “ATM , cash machine.
• Type of cards can be used at an ATM
- ATM cards/debit & credit cards.
- Prepaid cards.
• Growth of ATMs in the global market.
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13. ATMs services/facilities
Account information Cash Deposit.
Regular bills payment.
Purchase of Re-load Vouchers for Mobiles.
Mini/Short Statement.
Loan account enquiry.
Pension for retirees.
Salaries & bones for employee.
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14. Survey Sample consumer
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15. Questions
 Is social responsibility has an effect on the waiting time of customers in
bank?
 Does financial literacy affect on the increase of rate of waiting in Egyptian
public banks?
 To what extent does electronic banking affecting on waiting in customer
services?
 To what extent does spread ATM and valid it services affect in waiting in
customer services?
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16. Data collection
 Sampling
 The sampling procedure that was adopted in this study for data
collection was a convenience sampling method through questionnaire
survey with a pre-planned sample size of 100 respondents. The target
sample in this study was experienced Internet banking users. The
questionnaire survey was distributed in NBE , which is the most
populous,
 . Overall, from the total of 100 questionnaires distributed during a one
month data collection period, there were only 82 valid questionnaires
received that could be used for further analysis
 .
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17. Data collection
Preliminary Data
We will use the survey work for Customers
this survey about customer perception about waiting time and how to
solve this problems.
100 customers were interviewed about their opinion to the high rate of
customer waiting lounge Bank
And found the following:
70 of them aged 41-65 want to deal within the bank and do not prefer to
use the automated teller machine and do not have any knowledge of how to
use it.
The literacy rate of 50% qualified and 20% average uneducated and 30%
qualified high
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18. Data collection
 30 of them Age 18-40 70% the proportion of education qualification and
30% on average qualified
 They want to deal via the internet and through automated teller machine
and do not prefer to deal within the bank.
 t also was their opinion of how to solve this problem
Most clients believe that the work procedures and the lack of
specialization and stop the system and the limited number of staff and the
lack of proliferation of automated teller machines in cities and centers
leads to the existence of a large number of customers waiting hall and
thus affect the high rate of wait.
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19. Data collection
 Interviews for employees
 He has also been the work of a personal interview to 100 employees to
find out what are the reasons that lead to the increased rate of bank
customers waiting
 80 of them said that the main reason first:
 Work procedures and rules
 Second, the lack of a culture of bank customers'
 Third, the lack of electronic banking services
 20 of them agreed that as a result of the social role played by the bank is
the main reason for this problem
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