| dc.description.abstract | City Bank PLC, one of Bangladesh’s leading private commercial banks, has introduced an advanced Queue Management System to enhance customer service efficiency. This initiative aligns with the bank’s commitment to digital transformation and customer-centric banking. The QMS optimizes client flow, reduces waiting times, and improves the overall in-branch experience. By taking the help of technology, they implement many things to improve customer service, such as digital ticketing, SMS notifications, and real-time analytics. In addition, the bank has improved its service operations and resource management. As a result, the banking environment has become more organized employee productivity has risen, and client satisfaction has significantly increased. Despite its success, challenges such as customer adaptation, system reliability, and scalability remain. Recommendations for improvement include AI-driven predictive analytics, enhanced digital integration, staff training, and a customer feedback mechanism to refine service delivery continuously. City Bank PLC’s QMS sets a benchmark for digital transformation in the banking sector, reinforcing its position as an industry leader in innovation and customer experience | en_US |
