AN M/M/r QUEUING MODEL FOR BANK TELLER COUNTER IN ABRAKA, DELTA STATE, NIGERIA

Abstract

Waiting for service is a part of our daily lives. Queues arise when the number of arrivals exceeds the number of servers available. Queuing theory is the mathematical study of waiting lines, which is applicable to the banking system. This study analyzed the queuing situation at First Bank Plc Abraka, putting into consideration the queuing mechanism customers undergo. The First Come First Serve (FCFS) multi-server queuing model was used to follow an exponential distribution. Data used were collected from First Bank Plc Abraka primarily at deposit/withdrawal section of the banking hall for 30days. The data were collected based on the arrival pattern and the service pattern of customers. The data collected were analyzed using Tora Optimization Window Based Software. The result obtained showed that the average arrival rate is 51 customers/hour and the average service rate is 45
customers/hour. Also, from the results, it could be concluded that any addition made on the number of teller counters will help reduce the time customers spent on queue. This study shows that the waiting time of customers can be measured and improved on, likewise reducing queue length of customers increases satisfaction. The analysis of the system shows that the bank needs to increase their teller counters to six(6), because an increase in teller counters will reduce the time customers have to wait in line before being served