Investigating the Queuing System of Dashen Bank S.C Main Branch
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Date
2016-06
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Addis Ababa University
Abstract
This research was aimed at investigating the queuing system of Dashen bank S.C, main branch,
using multiple-server queue model, Monte Carlo simulation & standard questionnaire. The
paper has investigated the waiting line system of the branch which is located in Addis Ababa. An
infinite calling population assumed such a large number of the branch customers that are likely
to arrive & get served at random from the city or any corner of the globe. The arrival rates of
customers are assumed to be independent of each other, randomly vary over time and
determined using Poison’s probability distribution. The service rates are exponentially
distributed. A descriptive approach to research design has been adopted in the study. Both
primary & secondary data were incorporated which were collected using well structured
standard observation check lists, questionnaire and from review of relevant records maintained
in the branch. The entire customers randomly visiting the branch within the sampled time-
intervals have been accounted for data gathering; and independent variables such as customers’
arrival rates & service rates were recorded to analyze the queuing system. Questionnaire, which
was intended to assess customers queue psychology & their satisfactions regarding the waiting
time experiences, was dispatched to a random of 384 customers of which 17 were sent out
during the pilot test period. Among the sampled respondents 357 have filled the questionnaire
that was designed for study but 27 were not returned. The raw data collected was analyzed using
spreadsheet bearing the multiple-server mathematical equations aided with statistical package
for social studies (SPSS). Analytical formulas of single queue multi servers were used since DB
main branch serves customers on first-come-first-served queue discipline from a single line pool
of customers sequenced using automatic queue managing machine. Finally the result was
validated using Monte Caro simulation and simulated to three hours. The result of assessment
depicted that Dashen bank main branch maintained adequate server capacity to respond the
existing customer demand. With this service capacity & current arrival rate, no customers spend
time in waiting line & the average length of waiting time in the branch is also zero. The average
servicing time was found to be 8.33 minutes per customer; this same figure represents the total
time used up in the branch since zero waiting time. But in contrary to this, 75.4% of customers
witnessed that the actual time spent in the branch service (waiting + being served) lapses more
than 10 minutes. As understood from survey of customers’ actual services time experiences,
larger portion of respondents, 110 customers (30.8%) revealed that service in the branch is
consuming more than 15 minutes; 44.6% (159) responded between 10 and 15; and only 77
customers (21.6%) enjoyed service minutes less than 5 minutes. Still greater portion of
respondents ranked their overall satisfaction regarding the waiting time as: 4.2% “very
dissatisfied”, 34.7% “dissatisfied”, 27.2% “somehow dissatisfied”, 22.7% being “indifferent”
besides only 11.2% which are somehow satisfied. And so, since there is adequate service
capacity maintained in the branch, the researcher has recommended to effectively utilizing the
existing server capacity without adding any extra counter, to meet customers’ expectations with
economic balance. Furthermore, it’s also advisable working towards ways that improve service
time per counter by segmenting customers according to their needs, motivating tellers, training
& instilling the concept of customers’ value in the minds bank attendants.
Key words: Bank, Bank queuing, Monte Carlo Simulation, Area bank, Functional counters
Description
Keywords
Bank queuing, Monte carlo simulation, Area bank, Functional counters