Product-Service System For Smart Banking; A Design to Reducing Use Time

As time becomes a rarer resource for customers, service organizations are increasingly sensitive to the economic and psychological costs they impose on their customers while waiting in line. When a user is not satisfied with the services received from the bank in any way, they will do their best to stay away from that service. This reduces the productivity and, in line with that, the profit of the service organization. In this article, the quality of the bank services and its impact on the customer have been researched. The main goal of this research was to find a solution to increase customer satisfaction by optimizing waiting time. Therefore, with this main question, interviews were conducted with stakeholders and an online questionnaire from customers to learn more about the different dimensions of this problem, and a new service product system was introduced using collaborative design. This system not only optimizes the waiting time, but also corrects the big problem of accessibility to comprehensive banking services.