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12. QUEUING THEORY APPROACH IN IMPROVING THE QUANTUM OF SERVICE DELIVERY IN COMMERCIAL BANKING SECTOR by Abdulmajeed Inya Khadijah and Abubakar Yahaya Volume 53 (November 2019 Issue)
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QUEUING THEORY APPROACH IN IMPROVING THE QUANTUM OF SERVICE DELIVERY IN COMMERCIAL BANKING SECTOR

Abdulmajeed Inya Khadijah and Abubakar Yahaya

Department of Statistics, Ahmadu Bello University Zaria, Kaduna State

Abstract

Congestion is a major problem in many banks especially at ATM where customers are faced with serious problems of queues or delay in service delivery. Hence, queuing theory is very suitable in banking sector since it is linked with waiting line where customers who cannot be served immediately have to queue for service. In this research, data was obtained from the ATM counter and measurement were taken on the arrival times and service times of the customers at the ATM service point within morning hours of 9:00am-11:00am and evening hours of 4:00pm-6:00pm. The Kolmogorov-Sminorv goodness of fit test was used to establish the distribution of inter-arrival and service times. The G/G/s queuing model was found to describe the ATM queuing system across the bank’s ATMs. The G/G/s model having general distribution of inter-arrival times, general distribution of service times and parallel servers is employed in modeling the ATM queuing system across the bank’s ATMs. The result reveals that problem of long waiting time and ATMs over-utilization was common to the bank if the system is viewed as a multiple-server system each with separate queues. The result of the analysis shows that, the performance measures were greatly improved when customers obliged to maintain a single queue served by multiple ATMs than when customers observed single queue for each ATMs.

Keywords: Kolmogorov-Sminorv, G/G/s model, queue, congestion, service delivery.

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