Investigating the Queuing System of Dashen Bank S.C Main Branch

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Addis Ababa University


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



Bank queuing, Monte carlo simulation, Area bank, Functional counters