Exploring the factors affecting in increase waiting customer service in egyptian public bank (4) 1

1-

Introduction........................................................................................................................................... 4
Objective: .................................................................................................................................................. 6

2-

Theoretical basis and background of the research .............................................................................. 6

The services/facilities available at ATMs ....................................................................................................11
The survey focused on: .......................................................................................................................... 12
Survey Sample ......................................................................................................................................... 12
Key Findings..............................................................................................................................................13
Social responsibility ..................................................................................................................................... 16
Service process design and perceived waiting time ...................................................................................... 19
Financial literacy .......................................................................................................................................... 20
3-Literature review ..................................................................................................................................... 29
3. Research Methodology .............................................................................................................................31

Exploring the factors affecting in increase waiting of
customer service in Egyptian public bank (national bank
of Egypt case study)

1- Introduction
Waiting for customers in the Egyptian public banks
In this study, we try to explore what are the causes that lead to increased customer
waiting public banks, especially the National Bank of Egypt as a study case.
As a result of the privatization and the emergence of private banks, investment and the
intensity of competition between the Banks and each other. Was the public banks and
state-owned banks be cautious of leakage customers to foreign banks or investment.
A fiercer level of competition is becoming the most influential factor in the structure and
activities of the banking system around the globe. Banks are competing not only with
themselves, but also with other financial institutions within the financial industry. In a
plural society such as in Egypt.
And the loss of many investment opportunities or the profits of many of these banks for
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
These banks had to solve the problem and increase the number of branches and the
renovation work procedures and facilitate even works to reduce the waiting time of the
customers or the customers of these banks classification of a small and large customers.
In this study, we are trying to explore through the presence of a practical customer
service NBE branch Mansoura What are the reasons that lead to a strong increase in the
bank waiting for customers
Theproblemofwaitingisimportantinserviceactivities,whencustomersarepassive,
oftenstandinginaqueue.Thispaperreviews18publishedempiricalstudiestoidentifygroupsof
factorsandtheirinfluenceonwaiting customers.Some groupsoffactorsrevealsignificanteffects,such
aslack

of

E-banking;

otherssuchasinternal

Theseresultsalterourvisionofthephenomenon,andleadto

f a ct ors are

disappointing.

newdirectionsforfurtherpractical

ortheoreticalinvestigations,forexamplereintegratingthenon-lineareffectsoftimeinthestudy

ofwaiting,exploringtheexpectationphenomenonanditsvariations,classifyingcustomersand
situationsinordertomanagecriticalwaitingcircumstancesbetter.

Forovertenyears,waitmanagementhasbeen

studiedbyresearchers,asan

theincreasingimportanceof

aspectof

timeintheconsumerbehaviorfield

(Jacobyetal.,1976,Bergama1988;MownandMown1991;Sunnier1991).
Howcanwehelpcustomersduringthe

wait?Howcanwemakethistimemore

agreeable?Howcanweavoidimpatience?Howcanwegivemanagersrelevant
recommendationsconcerningthisweaknessinthequalityoftheirservice?
Thissubjectisimportantbecauseoftheincreaseofserviceactivitiesinour

economicenvironment,

andbecause of the increasing value of time for customers. In additionthis subject is complex.It
concernsthe intimate
perceptionsofthepersonwaiting,andhis/hermentalstateduringtheservice
delivery.Aswewillsee,empiricalstudieshaveoftengivensurprisingresults.
Theaimofthispaperistosummarizetheempiricalresearchonthewait
experience.We found about 30

publications exclusively on waiting, in academicjournals

orproceedings.Amongthem,18reportonempiricalstudies,
basedeitheronlaboratoryexperimentsoronfieldstudies.Thefirstpartofthis
articlewill

reviewthestudies,lookingatthefirsttwopublicationsonwait

illustratetheapproach,andexamining

managementto
otherstosumupthe

resultsinatable.Thesecondpartofthisarticlewilldiscusstheseresultsfactor
byfactorinordertopresentpracticalandtheoreticalconclusions.
In this study we have the main problem is the high of a period of waiting for the
customers of banks Egyptian public.

Keywords:Internetbanking,bankingwebsite,work rules and
procedures,finance illiteracy, ATM

Objective:
In this study, 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

Scope and Limitation
This research study only covers the waiting time to customers in public bank in
Egypt. As there are numerous studieson waiting time. Theoutcome of this study
is limited only to the data gathered from books and journals about waiting on
time for customer services and from the primary data gathered from the result of
the questionnaire survey and interview that will be conducted by the researcher

2- Theoretical basis and background of the research
2-1 Waiting customer services
Customer waiting means waiting for the bank customer for the service
they need from the bank has lengthened the duration of the service or
shortened depending on the quality of service.
The client waits space allocated to it in the bank parking lot to hear his
own or at the office, which is served
The possibility of the loss of activity due to leave the customer service line
before they receive the service or refuse to wait ab initio.
The possibility of loss of reputation. Low probability of customer
satisfaction.
The likelihood of confusion in the rest of the entity's business and / or
customers.

2-2 E’ banking:
Electronic banking has become a necessary survival weapon and is fundamentally changing
the banking industry worldwide. Today, the click of a mouse offers bank customers services at
a much lower cost and also empowers them with unprecedented freedom in choosing vendors
for their financial service needs. No country today has a choice-whether to implement Ebanking or not given the global and competitive nature of the economy. Banks have to
upgrade and constantly think of new innovative customized packages and services to remain
competitive. The invasion of banking by technology has created an information age and
rendered banking services more appealing.

What’s the Internet banking?
According to Arunachalam and Sivasubramanian (2007),
Internet banking is where a customer can access his or her
bank account via the Internet using personal computer
(PC) or mobile phone and web-browser. In addition,
Ongkasuwan and Tantichattanon (2002) further defines
Internet banking service as banking service that allows
customers to access and perform financial transactions
on their bank accounts from their webenabled computers
with Internet connection to banks' web sites any time they wish internet banking service.

Internet banking (IB) refers to the banking services provided via a secure website operated by
the bank provider, thus facilitating the useof the Internet as a remote delivery channel.
Internet banking allows bank customers with appropriate access to manage their finances
with minimal inconvenience as it provides a fast and convenientway to undertake various
banking transactions via the Internet banking website from home, office or elsewhere, 24
hours a day, 7 days a week. In Malaysia, Internet banking services havebeen operationalsince
the year 2000. Currently, only banking institutions licensed under the Banking and Financial
Institution
Online banking (Internet banking or E-banking) allows customers of a financial institution to
conduct financial transactions on a secured website operated by the institution, such as
withdrawals through cash dispensers or transfer of funds at point of sale.

To access a financial institution's online banking facility, a customer having personal Internet
access must subscriber with the institution for the service, and set up username and password
in order to able to access his account and make any transaction through the web site (24*7)
which give him the facility to access his account any time using his username and password.
Some online banking setup additional security steps to the access the banking account like
secure key generated after entering pass code in order to make accessing the account more
secure.
Online banking facilities offered many features and capabilities in common and some are
application specific. The common features divided into several categories:
1. A bank customer can perform non-transactional tasks through online banking, including
•

viewing account balances

•

viewing recent transactions

•

downloading bank statements, for example in PDF format

•

viewing images of paid cheques

•

ordering cheque books

•

download periodic account statements

•

Downloading applications for M-banking, E-banking etc.

2. Bank customers can perform transactional banking tasks through online banking,
including:
a.

Funds transfers between the customer's linked accounts

b.

Paying third parties, including bill payments (BPAY).

c.

Investment purchase or sale

d.

Loan applications and transactions, such as repayments of enrollments

e.

Register utility billers and make bill payments

3.

Financial institution administration

4.

Management of multiple users having varying levels of authority

5.

Transaction approval process

6.

The process of banking has become much faster

Advantage& Disadvantage of internet banking

Advantages of Internet banking
1. Convenience
Sometimes there just isn’t enough time in the day to get everything you need-to-do done,
that’s why convenience is one of the biggest advantages of online banking. With business
hours ranging from approximately 9 am to 2pm
2. No Lines
One of the things most people dislike about banks is waiting in line. It is not uncommon to
find yourself waiting in line at a bank, waiting to be helped. By banking online, you don’t
have to wait in line to get your baking done, leaving you with more time to get other things
done
3. Availability
With online banking, you can keep track of your money much easier because your account
information is available anytime online. To get your balance, simply login to your account.
Avoid getting stuck waiting for the bank to open again, having to visit an ATM, or calling a
time consuming customer service number to get the same information. You can even save
money, since some ATMs and customer service calls charge a small fee to get your account
balance.

4. Innovation

We all are seeking a convenient and innovative way to handle our personal finances,
consider banking online. In addition to the advantages listed above many online accounts
include features like online bill pay which helps you save time and money when paying bills.
Many online banks also offer the convenience of checking your account information from
your cell phone. Check your balance by SMS or receive alerts when money is withdrawn or
a check clears. In many ways online banking provides a better experience than a physical
bank branch thanks to these new features.

Disadvantages of Internet banking
1. Banking relationship
Customary banking allows creation of a personal touch between a bank and its clients. A
personal touch with a bank manager for example can enable the manager to change terms in
your account since he/she has some discretion in case of any personal circumstantial change. It
can include reversal of an undeserved service charge. –
2. Security matters
Direct banks are governed by laws and regulations similar to those of customary banks.
Accounts are protected by law.
3. Education Level an internet access limited
Egypt have over 50 % Illiteracy so this customer can’t use internet in the other hand there
are limited internet coverage specially in upper Egypt and region out of Cairo
Internet banking in Egypt
ListofInternetBankinginEgypt byBankingProviders
NBE
HSBC
CIB

Ref.
http://bankingandsavings.com.au/2013/04/25/advantages-and-disadvantages-of-internet-banking/
http://www.accountnow.com/content/online-banking/4-advantages-of-online-banking-2/

Khaled A. Gad ,Costumers’ Satisfaction with Online Banking: A Case Study on HSBC Egypt
http://ageconsearch.umn.edu/bitstream/19246/1/sp05ka03.pdf

2-3The spread of automated teller machines and the diversity of its services
*(ATM) definition
Automated Teller Machine is a computerized machine that provides the customers of banks
the facility of accessing their accounts for dispensing cash and to carry out other financial
transactions without the need of actually visiting a bank branch.
Type of cards can be used at an ATM
The ATM cards/debit cards, credit cards and prepaid cards (that permit cash with drawl) can be
used at ATMs for various transactions.
The services/facilities available at ATMs
. In addition to cash dispensing ATMs may have many services/facilities such as:
Account information *Cash Deposit ,Regular
payment, Purchase of Re-load Vouchers for
Mobiles, Mini/Short Statement ,Loan account

bills

enquiry etc.

The survey focused on:
This fall, Wincor Nixdorf (www.wincor-nixdorf.com), one of the worlds’s leading providers of IT
solutions and services to retailers and retail banks, commissioned its first annual survey on
consumers’ ATM usage.
Knowledge, preferences and trends regarding ATM use

- User frequency, location and preferences

- Types of transactions conducted

- Pain points related to deposits, withdraws and other
ATM functions

• Desires and benefits of key ATM technologies, including
Intelligent deposit capability and one-to-one marketing

Survey Sample
The survey polled 200 consumers in the United States between the ages of 18 and 64 who visit
the ATM more than three times each month. The survey responses were almost equally split
between male (52%) and female (48%). Additionally, 63% of respondents primarily bank with a
large national bank and 20%primarily interface with a regional or community bank.

The remainder of the sample directly bank with credit.

200 consummers
large national
banke

17%
20%

63%

community banks
bank with credit
unions

Key Findings
Overall, the findings of the survey revealed that consumers' desire more automated banking
processes:
• Consumers prefer to interact with an ATM rather than a teller

• More people prefer to make deposits at their ATMs than with a

teller at their bank

• Cash and check deposit functionalities are key to the ATM

• The majority of respondents with envelope-less deposit capability feel this capability is
important and most of the people in this group use this feature at least three times per month

Consumers Prefer the ATM vs. the Teller
Consumers prefer to use the ATM for their banking transactions. 74% of respondents hope that
one day, their ATM will offer all of the functionality and services as their teller

consumer prefer ATM

26%
consumers prefer use
ATM
prefer teller
74%

Features and Functionality at the ATM are Key Priorities for Consumers

Envelope-less cash/check deposit saves time. More than 50% of consumers say they save at
least two or three minutes using envelope-less cash/check deposit compared to using an ATM
that requires a deposit slip.
Banks that offer envelope-less cash/check deposit have a clear competitive advantage. 63% of
the entire sample agreed that, if all else was equal, and one bank offered envelope-less cash
and check deposit and another didn’t, they’d prefer the bank with this functionality.

consumer prefer more ATM feature

consumer provied
more fututure

34%
64%

depended on
teller for more
sevies

Conclusion

This survey validates that consumers are truly craving automation in their financial
transactions—preferring any feature and functionality that saves time and money.
Additionally improve, develop and displays new future & functionality of ATM represented

positive contributed to reduce number of query in the front tellers and main competitive
advance for banks.

Literature review

There are strong relationship between spread atm and its services which effect
on customer to inter to bank for receives some services and the customers can
take most of service by atm which finally effect on waiting customer services ,

Social responsibility

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.
Source: Read more: http://www.businessdictionary.com/definition/social-responsibility.

Social responsibility of governmental bank:
Question1: is social responsibility has an effect on the waiting time of customers is the bank?
Variables:
1- Operational decision
2- Segmentations….Mediating variable.
Summary:
Social responsibilities with the literal meaning of the term have no effect on the waiting time itself.
Social responsibility means the side activities will be contacted by the bank to help and support the society
like funding small projects, building schools, education scholarships.

Our main point here is the operational responsibility of increasing and expanding segments and targeting
with in the same segments.
Example:
Taking operational decision of dealing with retired employees and allow them to get their salary from the
bank.
For the bank, it's good decision to increase its operational working capital in which that will increase the
revenue of the bank at the end.
Negative impact will be on the customer itself, at some certain days during the month the number of
customers will increase because everyone will get his salary.
Solutions:
Allow the employee to get their salary by ATM, or sending their salary to the nearest post office, or have a
section in the bank to be responsible for this process.
Solution out of the box:
Establishing a delivery company to deliver salary with a fee to the retired employees.

Sources:
1-Ad Pruyn, Ale Smidts
Effects of waiting on the satisfaction with the service: Beyond objective time measures1
International Journal of Research in Marketing, Volume 15, Issue 4, October 1998, Pages 321–334
Article
2- Case Study : Monitoring and analysis of Customer Waiting Time – (Banking)
Literature review:
The experience of waiting for service is often the first direct interaction between customers and most service
delivery processes.
The literature on satisfaction with waiting has paralleled the literature on general service satisfaction, in
which the relative importance of actual performance, perceived performance, and the disconfirmation
between expected performance and perceived performance has been the subject of much debate.
This paper presents an empirical study of satisfaction with waiting for service in a fast food environment.
The study demonstrates that actual waiting time, perceived waiting time, and the disconfirmation between
expected waiting time and perceived waiting time are all related to satisfaction with the waiting experience.

It further demonstrates that the relative importance of each of these variables in predicting satisfaction
depends on the differences in the needs of the customers.
The implications for both theory and practice are significant: the importance of the perception of the
experience increases as the importance of the satisfaction measure increases.
More specifically, for customers who are concerned about time, the perception of the time spent waiting is a
better predictor of satisfaction than the actual waiting time.

A major concern for service managers is to counteract negative effects of waiting.
In this study, the effects of objective waiting time and waiting environment on satisfaction with the service
were investigated.
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.
The mediating role of three subjective variables
1-perceived waiting time
2-acceptable waiting time
3- the (cognitive and affective) appraisal of the wait) was explored.
Waiting appears to influence satisfaction quite strongly. The adverse effects of waiting can be soothed more
effectively by improving the attractiveness of the waiting environment than by shortening the objective
waiting time.
Objective waiting time influences satisfaction mainly via a cognitive route: through perceived waiting time (in
minutes) and the long/short judgment of the wait. Perceived attractiveness of the waiting environment
operates mainly through affect, and thus serves as a mood inducer. The acceptable waiting time appears to
be a critical point of reference, since surpassing it provokes strong affective responses. Although the
presence of TV did not result in the expected effect of distraction, the tendency to watch it was found to be
dependent on the length of the wait (and thus, boredom).
Keywords
Time perception;
Waiting environment;
Waiting tolerance;
Cognition;

Affect;
Distraction

Service process design and perceived waiting time
Service process design is an important way that businesses use to improve service operations
and reduce customer waiting . Process design decisions such as the number of lines to be
formed, how customers join waiting lines, and how each line is served play a major role in
determining how long customers have to wait for service and consequently its service quality .
For each service, there are some alternative process designs that can be used to deliver the
service. Di7erent service process designs may exhibit varying abil- ities of dealing with server
=exibility, demand =uctuation, and customer arriving patterns .
In addition to waiting time, it is also conceivable that service process designs may have an
impact on customer expected and perceived waiting time. Thus, when considering service
process change, we should not only evaluate its e7ect on actual average waiting time but also
consider its impact on customer perceived waiting time.
3.1. Old process

The old service process required customers to wait in aFIFO line to place an order for the pizza slices desired.

3.2. New process
We can specialize some people or office to handling services such as
1234-

Group specialize to retail banking ( personal loans , auto loans, credit card )
Group specialize to open account and solve problems
Group to deposit money over than 500.000 EGP
Open office allocate RM (relationship manager )

. This redesigned process was selected because it wasthought to o7er the following bene”ts:

1. Reduced waiting times for all customers due to shorter lines and less time spent deciding on which pizza
to order,
2. An improved match between the production and demand of services, and
3. The possibility that additional sales volume would be generated because of the reduced waiting time, and
that the added revenue would likely more than compensate for the added labor cost.

Financial literacy
Financial literacy concepts is still emerging one that need a lot of efforts to obtain thei reap but
there is a great potential for them in Egypt and they will prosper.
In our study we ask if the customer culture effect the rate of customer waiting and caused the
hole of the public banks very crowed sometimes the customer do not know how he can do his
service or what service he need exactly ?
On the other hand some banks for achieve their targets in the product tend to carry his clients
by product they do not need it because those client have financial illiteracy.
Although if their customer have financial information they can contribute in doing the services
in banks and less the rate of waiting customer in banks.
As the world becomes more financially integrated & complex, individuals are facing highly
sophisticated and irreversible financial decisions. They need to make many financial decisions
during life time. From these decisions: marriage of sister / daughter, one's own marriage,

children's higher education, saving for retirement, etc.
Everyone saves money for future needs but what they save is surplus money without preparing
Household budgets or prioritizing personal financial goals or properly allocating investments in
different asset classes and without understanding the real rate of return (after adjusting for
inflation). Investors tend to use thumb rules or seek advice from friends and relatives. Most of
the time these are poor approximations compared to those that follow from a systematic
process.
These results often in poor outcomes and they lose faith in the financial sector. As a result of
that financial literacy is essential for individuals in order to make sound financial decisions.

Financial literacy is defined as a set of financial skills that informs decisions, affects behavior
and ultimately leads to financial security over the life course. It is a combination of awareness,
knowledge, skills, attitude and behaviors necessary to make sound financial decisions and
ultimately achieve individual financial wellbeing through effective use and management of
money. It stresses the importance of decision making, applying knowledge and skills to real life
processes and indicates that the impact should be improved financial wellbeing. The term can
encompass concepts ranging from financial awareness and knowledge, including of financial
products, institutions and concepts; financial skills, such as the ability to calculate compound
interest payments and financial capability more generally, in terms of money management
and
financial planning.
Financial literacy is a commonly used term but arguably an imprecise one. The concept of
financial literacy borrows from the reading literacy field in assuming that literacy can be taught
and measured.

The President’s Advisory Council on Financial Literacy 2009
defines financial literacy as ‘the ability to use knowledge and skills to manage financial
resources effectively for a lifetime of financial well-being.
as the Council’s definition highlights the
importance of being able to incorporate financial knowledge into one’s decisions and behavior.
Having low level financial skills and knowledge causes making wrong decisions that harm both
individuals and societies. Such problem is so serious and deeper in lower income due to their
less
human and social capitals. Financially illiterate households make poor choices that affect not
only the decision-makers themselves, but also their families and the public at large making the
improvement of financial literacy a first-order concern for public policy.
Many contemporary business leaders, like Peter Dracker and David Garvin introduce
knowledge
as the key factor in any organization that leads to a sustainable competitive advantage for
success. As a result of that in high-income countries financial literacy is often viewed as a
complement to consumer protection.

Many researchers have conceptualised financial literacy in different ways, some of whom
define as a set of financial skills that informs decisions, affects behavior
and ultimately leads to financial security over the life course. It is a combination of awareness,
knowledge, skills, attitude and behaviors necessary to make sound financial decisions and
ultimately achieve individual financial wellbeing through effective use and management of
money. It stresses the importance of decision making, applying knowledge and skills to real life
processes and indicates that the impact should be

processes that organisations employ to manage its contacts with current and
prospective customers improved financial wellbeing. The term can
encompass concepts ranging from financial awareness and knowledge, including of financial
products, institutions and concepts; financial skills, such as the ability to calculate compound
interest payments and financial capability more generally, in terms of money management
and
financial planning.
Financial literacy is a commonly used term but arguably an imprecise one. The concept of
financial literacy comes from the reading literacy field in assuming that literacy can be taught
and measured and in my opinion the literacy .
The President’s Advisory Council on Financial Literacy 2009
defines financial literacy as ‘the ability to use knowledge and skills to manage financial
resources effectively for a lifetime of financial well-being.
as the Council’s definition highlights the
importance of being able to incorporate financial knowledge into one’s decisions and behavior.
individuals and societies. Such problem is so serious and deeper in lower income due to their
less
improvement of financial literacy a first-order concern for public policy.
Many contemporary business leaders, like Peter Dracker and David Garvin introduce
knowledge

as the key factor in any organization that leads to a sustainable competitive advantage for
success. As a result of that in high-income countries financial literacy is often viewed as a
complement to consumer protection.

Financial literacy concepts is still emerging one that need a lot of efforts to obtain their return
but there is a great potential for them in Egypt and they will prosper.
In our study we ask if the customer culture affect the rate of customer waiting and caused the
eat clients in public banks
very crowded sometimes the customer do not know how he can do his service or what service
he need exactly ?
process.


financial literacy framework that can be adopted in the Egyptian
banking industry.

Financial literacy concepts is still emerging one that need a lot of efforts to obtain their return
but there is a great potential for them in Egypt and they will prosper.
In our study we ask if the customer culture affect the rate of customer waiting and caused the
eat clients in public banks
very crowded sometimes the customer do not know how he can do his service or what service
he need exactly ?

process.
Question:

The need for financial literacy has become increasingly significant with the deregulation of financial markets
and the easier access to credit; the ready issue of credit cards; the rapid growth in marketing financial
products
and the Government’s encouragement for its citizens to take more self-responsibility for their retirement
incomes.
Household budgets or prioritizing personal financial goals or properly allocating investments in different
asset classes and without understanding the real rate of return (after adjusting for inflation).
Financial literacy is defined as a set of financial skills that informs decisions, affects behavior and ultimately
leads to financial security over the life course.
It is a combination of awareness, knowledge, skills, attitude and behaviors necessary to make sound
financial decisions and
ultimately achieve individual financial wellbeing through effective use and management of money. It
stresses the importance of decision making, applying knowledge and skills to real life processes and
indicates that the impact should be improved financial wellbeing.
Financial literacy skills enable individuals to navigate the financial world, make
informed decisions about their money and minimise their chances of being misled on

financial matters (Beal and Delpachitra, 2003; CBF, 2004b; Raven, 2005).
The seminal definition of financial literacy was ‘the ability to make informed judgments
and to take effective decisions regarding the use and management of money’ (Noctor et
al, 1992). another definition “the ability to balance a bank account, prepare
budgets, save for the future and learn strategies to manage or avoid debt” (CBF, 2004a,
p. 1) and “enabling people to make informed and confident decisions regarding all
aspects of their budgeting, spending and saving and their use of financial products and
services, from everyday banking through to borrowing, investing and planning for the
future” (RMR, 2003, p. 1).
Financial literacy is a commonly used term but arguably an imprecise one. The concept of financial literacy
borrows from the reading literacy field in assuming that literacy can be taught
and measured.
individuals and societies. Such problem is so serious and deeper in lower income due to their less
Improvement of financial literacy a first-order concern for public policy.
Many contemporary business leaders, like Peter Dracker and David Garvin introduce knowledge as the key
factor in any organization that leads to a sustainable competitive advantage for Success. As a result of that
in high-income countries financial literacy is often viewed as a Complement to consumer protection.

INCREASING NEED FOR FINANCIAL LITERACY
The need for financial skills has grown rapidly over the last decade because ‘financial
markets have been deregulated and credit has become easier to obtain as financial
institutions compete strongly with each other for market share’ (Beal and Delpachitra,
2003, p. 65). The ready availability of credit cards together with easier access to
personal loans, interest free and other payment options, has led to an increase in
spending on consumption and a rapid rise in both personal and household debt levels
(RBA 2005, pp. 10-11). Moreover, the development and marketing of financial products
and services has grown rapidly.
Thus, financial literacy will continue to be a prominent research topic and it is expected

that the focus will lean towards the implementation and evaluation of strategies to
improve the financial literacy levels of certain cohorts of populations where a lack of
financial knowledge and skill has been identified by previous research (FLF, 2005b;
RMR, 2003). Further, the high number of people with low levels of financial literacy
presents a serious problem for both the economic well-being of nations and the personal
well-being of such individuals (CBF, 2004a; Morton, 2005; RMR, 2003).
Researchers through many research talked about financial literacy and its relationship to the national
economy or methods of treatment and overcome
Financial Literacy, Financial Education and Economic Outcomes
the Effectiveness of Financial Education
Financial Literacy, Financial Education and Economic Outcomes
Financial literacy: an interface between
financial information and decision-makers in
organisations.

In our study we ask if the customer culture effect the rate of customer waiting and caused the hall of the
public banks very crowded sometimes the customer do not know how he can do his service or what service
he need exactly ?
On the other hand some banks for achieve their targets in the product tend to carry his clients by product
they do not need it because those client have financial illiteracy.
Although if their customer have financial information they can contribute in doing the services in banks and
less the rate of waiting customer in banks.

Question:

Does financial literacy affect the increase of rate of waiting in Egyptian public banks?
Answering the above questions should help the researcher understand and more
Effectively propose a financial literacy framework that can be adopted in the Egyptian

Banking industry.
Another Variable
It is being argued that the increasing level of bank product to support customers is having the opposite
effect the Regulator pressure on banks is likely to increase .

3-Literature review
The relationships between the previously described factors with respect to wait for customer further
expanded upon in the following paragraphs.
E-banking:

The relationship between waiting for customer services and e-banking
We found semi relationship that found in “Lucile Van Kerrebroeck and Josefine Steinhagen”2006(Too
busy to wait in line, just click and bank online- Customer loyalty in web-only banks) he arrived to that
the online banking increased of relationship between customer and his bank. And he got conclusion
when the banks provide the e – banking it will lead to decrease customer in customer are in bank building
WadieNasir (AssistantProfessor) 2011
(Factors Influencing the Adoption ofInternetBanking in Tunisia)

Through my experience in bank .The existence of relationship between e-banking and waiting for
customer in bank. Because if my bank provide most of product cross web bank in NBE, we will find
decrease in waiting in bank.

Service process design and perceived waiting time

Impactofprocesschangeoncustomerperceptionof waitingtime:a”eld study

WenhongLuo∗ ,MatthewJ.Liberatore,RobertL.Nydick,QB.Chung,ElliotSloane
Department ofDecisionandInformationTechnologies,CollegeofCommerceandFinance,VillanovaUniversity,
Villanova,PA19085,USA
Received7February2002;accepted26September2003

In summary, this study provided a methodology to evaluate the impact of process change on customer
waiting time. It demonstrates that we should not only look at the impact of process change on actual waiting

time but also its impact on perceived waiting time and customer satisfaction. Future research should
involve replicating the method presented here to other service settings to determine the conditions under
which the process change would lead to improved customer satisfaction. Another research direction
involves developing a comprehensive model of customer satisfaction that includes waiting time as well as
other process outcomes. In addition, future research is needed to determine the conditions under which
process change is (or is not) more e7ective than other types of change (waiting line distractions such as
music) in improving perceived waiting time and customer satisfaction.
Some studies founded the strong relationship between the customer service wait and procedures , process
and rules work .

Based on the literature review
a conceptual model was developed which consisted of the determinants high waiting
customerservices as the independent variables (IV), and of E’banking as the dependent

variable (DV). The

model focused on the factors influencing high waiting

customerservices which consists of the relationship of E’banking, ATm spread ,work rules,
customers culture, system valid. The model is summarized in Figure 1

3. Research Methodology
Research Model

Based on the literature review, a conceptual model was developed which consisted of the determinants
of customer loyalty as the independent variables (IV), and of customers’ loyalty behavior as the
dependent variable (DV). The model focused on the factors influencing customer loyalty which
consists of the relationship of service quality, perceived value, trust, habit and reputation with respect to
customer loyalty towards Internet banking websites. The model is summarized in Figure 1.

Conceptual framework diagram
E BANKING
SERVICES
SPREAD ATM
SERVICES
Service process
design and perceived

waiting time

Financial illiteracy

Social
responsibility

The high rate of customer
waiting

Questions:
Is social responsibility has an effect on the waiting time of customers is the bank?

Does financial literacy affect the increase of rate of waiting in Egyptian public banks?
To what extent does E’ banking affecting on waiting in customer servicers?
Does spread ATM and valid it services affect in waiting in customer services?

Exploring the factors affecting in increase waiting customer service in egyptian public bank (4) 1

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