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Application Of Queuing Models To Customers Management In The Banking System.

ABSTRACT

Queues are common in banks these days, particularly on Mondays and Fridays. As a result, queuing theory, which is the mathematical study of waiting lines or queues, is appropriate for application in the banking sector because it is associated with queue and waiting line where customers who cannot be served immediately must queue(wait) for service. The goal of this project is to determine the average time customers spend waiting in line and the actual time of service delivery, examining the impact of time waste and the costs associated with it. The primary data were collected from the UBA branch on Okpara Avenue in Enugu, based on the arrival and service patterns of customers. The methodology used was based on the birth and The Markovian process of death. We also used the chi-square test to determine whether the arrival pattern follows a Poisson distribution and whether the service pattern follows an exponential distribution. The chi-square test results revealed that the arrival pattern follows a Poisson distribution and the service pattern follows an exponential distribution, allowing it to be analyzed using the Markovian birth and death process. The results showed that the service rate is 0.1521 and the arrival rate is 0.2157, that the probability of servers being idle is 0.2786, and that the cost of waiting is N938.597. Based on the analysis, we were forced to recommend that the Bank management increase the number of servers to three. Reduce the amount of time customers spend queuing and the costs associated with waiting. We now concluded that the project’s goal had been met.

TABLE OF MATERIALS

PAGE TITLE

-i

PAGE OF APPROVAL

-ii

DEDICATION

-iii

ACKNOWLEDGEMENT

-iv

ABSTRACT

-v

TABLE OF MATERIALS –

-.vi

INTRODUCTION TO CHAPTER ONE

1.1

Background of the research

-1

1.2

Problem assertion

-2

1.3

Objectives and Goals

-3

1.4

The Importance of Research

-3

1.5

Questions for investigation

-4

1.6

Study scope and limitations

-4

1.7

Definitions for terms related to Queuing models

-5

1.8

Model nomenclature in queue

-7

REVIEW OF LITERATURE IN CHAPTER TWO

2.1

Review of Literature

-8

2.2

Characteristics of queues

-10

2.2.1

Pattern of Arrival

 

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