Optimizing Business Processes to Support BNPL Service Users Using a Queuing Model

Student: Vladimir Makeev

Faculty: HSE Tikhonov Moscow Institute of Electronics and Mathematics (MIEM HSE)

Educational Programme: Applied Mathematics (Bachelor)

Final Grade: 8

Year of Graduation: 2024

In today's digital world, high-quality customer service plays a crucial role in various industries, especially in finance. Creating an effective user support center becomes an integral part of successful business operations. Providing top-notch service significantly impacts customer retention. According to Accenture, more than 69% of customers are willing to switch service providers due to inadequate service levels. Achieving success requires maintaining high service standards. In conducting an analysis, the support center of Company X, which will remain undisclosed for confidentiality reasons, will be studied. Service data and metrics will be edited according to the confidentiality agreement.

Full text (added May 18, 2024)

Student Theses at HSE must be completed in accordance with the University Rules and regulations specified by each educational programme.

Summaries of all theses must be published and made freely available on the HSE website.

The full text of a thesis can be published in open access on the HSE website only if the authoring student (copyright holder) agrees, or, if the thesis was written by a team of students, if all the co-authors (copyright holders) agree. After a thesis is published on the HSE website, it obtains the status of an online publication.

Student theses are objects of copyright and their use is subject to limitations in accordance with the Russian Federation’s law on intellectual property.

In the event that a thesis is quoted or otherwise used, reference to the author’s name and the source of quotation is required.

Search all student theses