Multi-Channel Queuing Modeling on System Delivery Service : A Case Study of Banque Populaire Du Rwanda Kimironko Branch (original) (raw)
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— In this paper, the problem of maximizing customer satisfaction and minimizing cost of providing service were examined with the view of establishing optimal service level that will cater for the tradeoff between the cost of providing banking service to customers and waiting cost. To achieve this, multichannel, single stage queuing (M/M/S) model was adopted and applied. The operating characteristics were calculated with the help of Microsoft Excel package and graph of total expected cost, expected service cost and expected waiting cost were plotted against service level. The data for this study were collected from Diamond bank Plc, Eziukwu Aba through observations and personal interview. The paper suggested an optimal service level of 7tellers for the case study used. The result of this study will be a guide to other operation managers of banks as the factors to be considered when deciding the number of service levels to use for optimal service to be achieved have been x-rayed.
IMPLIMENTATION OF SINGLE CHANEL QUEUING MODELTO ENHANCE BANKING SERVICES
BEST: International Journal of Management, Information Technology and Engineering (BEST: IJMITE), 2014
Lines of waiting customers are always very long in most of the banks. Queuing is the common activity of customers or people to avail the desired service, which could be processed or distributed one at a time. Bank would avoid losing their customers due to a long wait on the line. Some of bank initially provides one service counter in every branch. But, one counter would not serve a purpose when customers arrive to use banking service and try to use other banking service. Thus the service time needs to be improved to maintain the customers. This paper focuses on the bank lines system. To implement queuing management system in a bank single channel queuing system [M/M/1 : FCFS/¥/¥] is proposed. The model illustrated in this Bank for customers on a level with service is the single-channel queuing model with Poisson Arrival and Exponential Service Times (M/M/1). For this the data was obtained from a bank in the city. Then arrival rate, service rate, utilization rate, waiting time in the queue and the average number of customers in the queue based on the data using Little’s theorem and M/M/I queuing model was derived. To implement single server queuing model and analyses the result for optimum queuing management system in a single window bank. Four week average customer arrival is taken as the input data for both the queuing model and the service rate is obtained by the average service rate per customer they have given
Modeling and simulation of queuing system to improve service quality at commercial bank of Ethiopia
Cogent Engineering, 2023
This study aims to develop a queuing model at the Commercial Bank of Ethiopia to improve the service quality perceived by customers using a simulation tool. Performance variables that were considered when developing this model are the average waiting time for a client to get service, customer arrival rates, and service time. After the identification of the problem, the service quality of the bank is assessed using a questionnaire that was prepared in SERVQUAL format. The filled-out and returned questionnaires were analyzed using SPSS, and the results show that the service quality of the bank was deemed very low. The recorded data was then ultimately used as a basis for the determination of arrival, service rates, and the distribution function in the simulation input analyzer. The distribution function determined was used as an input for the development of the existing queue model, and based on that, scientific scenarios are adopted from scientific research and further observations at the bank are added to show enhancement of the existing model. The study used four scenarios to test the response group, and one scenario was selected as the best. This has been identified by adding a server to the counters where there is less utilization, that is, servers four and five. As a result, the waiting time has been minimized by 20 minutes under server four and by 83.4 minutes under server five. Also, the number of customers served per day can be increased from 1048 to 1168, which is 11.45% improvement.
APPLICATION OF QUEUING THEORY ON BANKS EFFICIENT SERVICE DELIVERY
European Journal of Accounting, Finance and Investment, 2020
This paper examines the application of queuing theory on banks efficient service delivery with reference to First Bank, Ayobo Branch, Ayobo, Lagos State, Nigeria. 5Designed questionnaires from respondents were analyzed using percentages. Findings from the respondents' revealed long queue exist in the bank. As recommended, there is need to increase service points, periodic orientation of customers on e-banking, introduction of ATM and recruitment of additional staff for prompt customers service delivery.
On Application of Queuing Models to Customers Management in Banking System
Queue is a common sight in banks these days especially on Mondays and on Fridays. Hence queuing theory which is the mathematical study of waiting lines or queue is suitable to be applied in the banking sector since it is associated with queue and waiting line where customers who cannot be served immediately have to queue(wait) for service. The aim of this paper is to determine the average time customers spend on queue and the actual time of service delivery, thereby examining the impact of time wasting and cost associated with it.We used the Markovian birth and death process to analyze the queuing model , which is the Multiple servers, single queue, (M/M/S) queuing model to analyze the data collected by observation from a bank and from the results obtained, the arrival rate is 0.1207 and the service rate is 0.156, the probability that the servers are idle is 0.44 which shows that the servers will be 44% idle and 56% busy, the expected number in the waiting line is 0.1361, the expected number in the system is 0.9098. The expected waiting time in the queue is 1.276 and the expected total time lost waiting in one day is 3.2664 hours, the average cost per day for waiting is ₦65.328 and from the calculation of the comparing solutions, the average cost per day from waiting is ₦7.966 which means that there had been a saving in the expected cost of ₦65.328-₦7.966 = ₦57.362. This means that with three servers, the average cost from waiting is reduced. Hence we concluded that the aim and objectives of this paper was achieved.
Queues are commonly sighted in almost every organization where services rendered, especially banks. Therefore, queuing theory which is the mathematical study of waiting lines is suitable to be applied in the banking sector since it is associated with queue and waiting line where customers who cannot be served immediately have to wait (queue) for service. The aim of this research project is to determine the average time customers spend on queue and actual time of service delivery in a certain Bank. The primary data were collected from the bank based on the arrival and service patterns of customers. The methodology employed followed the birth and death Markovian process. The result obtained showed that service rate is nine (9) persons per hour, the arrival rate is twelve (12) persons per hour and the probability that the servers are idle is 0.2471. It is therefore recommended based on the analysis that the bank management should increase the number of servers from three (3) to four (4) in order to help reduce the time customers spend on queue.
Simulation and analysis of a bank queuing system
2015 International Conference on Industrial Engineering and Operations Management (IEOM), 2015
sector is essential for customer satisfaction. Decision makers are especially concerned about the time that customers wait before receiving their service. To stay competitive, decision makers have to continuously improve their service quality, measured in terms of suitable performance indicators. In this study, we focus on modelling and analysis of bank queuing systems. The study comprises three phases: (i) identify suitable performance indicators that influence customer perception with regards to service quality, (ii) simulate the behavioral performance of bank queuing systems, and (ii) evaluate and improve the service quality of the system. An illustrative case study is presented, showing the utility of proposed simulation approach.
of Ondo state was investigated. The research study employed a queuing model for both banking system to measure the behavioural queuing characteristics of customers in terms of their arrival and service rate respectively. The data for the arrival and service rate of the two banks were collected simultaneously at the space of three days. The data collected was also analysed separately with respect to the queuing theory parameters ( . Findings showed that Wema bank has a high waiting service time value (0.019%) which may have a negative significant effect on customers on waiting lines. When compared with Skye bank, we realized that Skye bank has an advantageous effect of service time value (0.000022%) which will have a positive significant effect on customers in experiencing little or no queue at all. This clearly indicates that for optimum efficiency in the banks, there is need to increase the number of servers. Also, the result of the respective banks shows that waiting lines reduces when the number of servers increases. The analysis in this study is very effective and practical, and is hereby recommended for the management of the banks to review for better efficiency and performance.
Modeling and Simulation of a Bank Queuing System
One of the major factors influencing the success of organizations in today's competitive world is to increase customer satisfaction through the improvement of service quality. In any service organization, managers are mostly concerned about the time that customers are required to wait for receiving their service. Banks in particular pay special attention to service quality as the most significant core competence. The queue length and waiting time are two significant factors which play important roles in customer perception about the quality of service in banks. Therefore, banks' managers are concerned about providing the optimal service configuration that can satisfy both customers and service providers. Among different approaches which are useful to evaluate different alternatives, simulation has proven its high capability in modeling and evaluating such situations. This study attempts to investigate and suggest the best possible configuration for a bank in Malaysia through constructing computer-based simulation models. As the result of this study, the final suggested configuration shows improvement in terms of average utilization rate of counters and average waiting time that customers have to spend in the queue.
A queue is a line of people or goods waiting to be served and then exiting the line when it is finished. Queues are in the manufacturing and service sectors. The purpose of this study is to analyze the queuing system that is applied to provide better service to customers. By calculating the total average number of customer arrivals and the average total number of people served and optimizing the number of tellers operating. The results show that the queue type model used by BPD Bali, Renon Branch Offices is a Multi Channel-Single Phase queue type. The arrival pattern of customers has a Poisson distribution with a value of 0.924 and the service pattern is not exponential with a value of 0.000. The total number of customer arrivals per unit time (λ) is 11 customers / hour and the total value of the average number of people served per unit time (μ) is 24 customers / hour. From the research results it can be found that the teller performance of Bank BPD Bali, Renon Branch Office is not optimal.