Analysis of Queuing to Customers Management in Banking: A Case Study

Abstract

Banking services have emerged as a foremost service under contemporary circumstances. The vigorous competition among the banking and financial services sector provides a platform for continuous improvements in their services. With the increased usage of banking services, identifying the means of improving customer satisfaction is essential. Psychology of waiting lines has proven to decrease the level of satisfaction through the increased waiting times. The study was undertaken to model and reduce the waiting times at the two counters of a commercial bank. Primary data on arrival and the service times for each customer arrival at the counters were taken. The study was conducted during the working hours for two consecutive weeks. Data collected from 150 customers were modelled using the student version of Rockwell ARENA 14.5 platform. The system was then modelled as multiserver quieuing system with unlimited waiting room capacity.It was run for 100 a replication length of customers. It was observed respective waitng times in the queues of current system to be 11 and 1.52 minutes for counter 1 and counter 2 respectively. Further the corresponding number of customers waiting in the queues were five and one. Therefore, the bank needed improvements for efficient service delivery. The system was simulated on two basic alternatives, namely; increment fo the service rate in a single queue at a time and the increment of the service rate in both the queues at once. The results obtained depicted the waiting times of the queues to be 5.25, 0.16 minutes and 0.52 ,0.12 minutes, respectively for the two alternatives. Thus the bank can eliminate excessive waiting through the increment of the service rate by two-fold in one queue or in both the queues at once. The obtained results moreover emphasized the importance of the employees in the service industry and their continuous improvements in both skills and knowledge.