Analysis of Customer Waiting Time in Banks: A Case Study of a BC Branch

Abstract

Waiting line occurs in many business operations as well as in everyday life. Most service systems, like banks, restaurant, fuel stations and technical support telephone hotlines involve customer waiting. In any service system, a queue is formed whenever the current demand exceeds the existing service capacity. The analysis of these waiting lines is known as queuing theory and it is applied to any situation that customers arrive in the system and wait to receive the service. The customers dealing with the server of the counter section of BC Bank in Ridigama area, find it more time consuming when they have to be in a waiting line of the bank to fulfill their needs. M/M/1 and M/M/s models are used to investigate the service delivery system at the bank and study finds that the M/M/s model is more efficient than the M/M/1 model.