This study determined whether the present capacity level in the banking industry strike a balance between waiting and service time using Barclays Bank, Tafo Branch and Agricultural Development Bank, Kumasi Adum Branch as a case of interest. Primary data on Six Hundred and Thirteen (613) customers arriving at the case of study throughout the selected hours and days were collected, taken into consideration; the arrival, processing and departure times of each customer.
The study then showed how the data collected at the respective dates possesses the Markovian properties, that is, Poisson and Exponential Distributions, hence the use of two “M’s” in the M/M/s queuing model. It determined the probabilistic analysis that the teller(s) is idle and also determined the probability of certain number of arrivals occurring at a given time.
Table of Contents
CHAPTER ONE
INTRODUCTION
1.0 Background of the Study
1.1 Statement of the Problem
1.2 Objectives of the Study
1.3 Methodology
1.4 Justification
1.5 Limitation
1.6 Organization of the Thesis
CHAPTER TWO
LITERATURE REVIEW
2.0 Introduction
2.1 Queuing Researches In The Banking Industry
2.2 Historical Perspective of Queuing Theory
CHAPTER THREE
METHODOLOGY OF THE STUDY
3.0 Introduction
3.1 Primary Data Collection
3.2 Description of Queuing System
3.2.1 Queuing Systems in the Case of Study
3.3 Fundamental Queuing Relations
3.4 Customer Arrival and Inter Arrival Distribution
3.4.1 Probability Distribution
3.4.2 Exponential Distribution
3.4.3 Poisson Distribution
3.5 Teller Utilization Factor (ρ)
3.6 Little’s Law
3.7 Queuing Model Description
3.7.1 M / M / 1 Model
3.7.2 M / M / s Model
3.8 Data Sheet Processing
CHAPTER FOUR
ANALYSIS AND DISCUSSION OF RESULTS
4.0 Introduction
4.1 Primary Data Examination
4.2 Discussion Of Findings
4.3 Queuing Model Analysis
4.3.1 Performance Analysis
CHAPTER FIVE
SUMMARY, RECOMMENDATIONS AND CONCLUSION
5.0 Introduction
5.1 Summary of Findings
5.2 Conclusion
5.3 Recommendation to Stakeholders
5.4 Recommendation to Future Researchers
Research Objectives and Themes
The primary objective of this research is to evaluate whether the existing capacity levels within the banking industry, specifically at the Barclays Bank of Ghana (Old Tafo Branch) and the Agricultural Development Bank (Kumasi Adum Branch), effectively balance customer waiting times with service delivery efficiency. By applying queuing theory, the study seeks to optimize bank operations and improve customer satisfaction through informed management decisions.
- Analysis of customer arrival patterns and banking service times using Markovian properties.
- Evaluation of queuing performance metrics (e.g., idle time, waiting time, and queue length).
- Assessment of current teller capacity and its impact on service efficiency during peak vs. off-peak hours.
- Identification of behavioural factors such as jockeying and their influence on system congestion.
- Development of model-based recommendations for optimal staffing levels in banking branches.
Excerpt from the Book
3.1 PRIMARY DATA COLLECTION
In an observational way, primary data were simultaneously and randomly taken at an even time interval at the selected cases of study within the selected weeks and days. This is to say; data was collected at the same time and date at the two cases of study. The data of most fundamental importance were arrival time, service time and departure time of customers during peak and off peak period’s transactions.
These data were randomly collected within an hour interval between the period of 8:30am to 4:30 pm on 18th, 20th, 22nd and 25th January, 2010, for peak periods and 9th February, 2010 for the off-peak period. Summary of the data collected are shown in Table 4.1 and 4.2. Salaries were paid very early in the month of January and these days were assumed to be some of the busiest days for the month. Monday and Fridays are assumed to be the peak days for the case study, as customer’s business proceeds from weekend are deposited in banks on Mondays and also the closing week’s proceeds on Fridays. Most customers do withdraw for the weekends on Fridays. Series of interviews and observations of customer’s attitude survey was also carried out to know the causes of some customers reneging, balking or jockeying.
Summary of Chapters
CHAPTER ONE: INTRODUCTION: Covers the background of banking in Ghana, the problem statement regarding queuing congestion, and the primary objectives of the study.
CHAPTER TWO: LITERATURE REVIEW: Explores historical perspectives on queuing theory and existing studies regarding queuing processes within the banking industry.
CHAPTER THREE: METHODOLOGY OF THE STUDY: Explains the mathematical models, including M/M/1 and M/M/s, and the observational methods used for data collection and analysis.
CHAPTER FOUR: ANALYSIS AND DISCUSSION OF RESULTS: Presents the findings regarding arrival patterns and the performance analysis of the bank-based queuing systems.
CHAPTER FIVE: SUMMARY, RECOMMENDATIONS AND CONCLUSION: Provides a final overview of results, offers actionable recommendations for bank stakeholders, and suggests directions for future research.
Keywords
Queuing Theory, Banking Industry, Poisson Distribution, Exponential Distribution, Markovian Properties, Service Capacity, Teller Utilization, Waiting Time, Performance Analysis, M/M/s Model, Customer Satisfaction, Queue Management, Arrival Rate, Service Rate, Operational Efficiency.
Frequently Asked Questions
What is the primary focus of this thesis?
This work focuses on evaluating queuing systems in the banking industry by using mathematical models to determine whether current service capacities effectively balance waiting and service times for customers.
Which banking institutions are analyzed in this study?
The study investigates the Agricultural Development Bank (Kumasi Adum Branch) and the Barclays Bank of Ghana (Old Tafo Branch) as case study locations.
What is the central research question?
The research asks if current staffing and capacity levels in these banking branches achieve an optimal balance between minimizing customer wait times and maintaining efficient service throughput.
Which scientific methods are utilized?
The author employs queuing theory, specifically using M/M/1 and M/M/s models to perform probabilistic analysis, calculate performance measures, and evaluate the steady-state behaviour of customer lines.
What key components are examined in the main section of the paper?
The main part of the paper examines data collection, fundamental queuing relationships (such as Lambda and Mu), arrival and service distributions, and the transition from theoretical models to empirical results.
How are the key results defined?
Key results are defined by performance metrics like teller utilization factors, average queue lengths, probability of system emptiness, and average time spent in the system, which are then used to formulate management policies.
How does the number of tellers specifically affect the queue?
The study observes that reducing the number of tellers during peak times significantly increases the capacity utilization factor, which directly leads to longer queues, higher waiting times, and decreased customer satisfaction.
What is the impact of customer behaviour on the results?
The research notes that behaviours such as "jockeying" (switching between lines to wait for shorter service) are frequent at certain branches and distort the standard queuing model, necessitating strategic management interventions like queuing guards.
- Arbeit zitieren
- Emmanuel Oppong-Gyebi (Autor:in), 2010, Modeling Queuing System in the Banking Industry, München, GRIN Verlag, https://www.grin.com/document/1349674
