First and foremost, I thank God the Almighty for given me strength, wisdom and opportunity to complete this thesis successfully. This thesis could not have been done without the support and encouragement from many people. I am very indebted to my supervisor, Mr. Charles Sebel, for his excellent guid- ance,direction, invaluable feedback, his constructive suggestions, detailed correc- tions, support and encouragement: played enormous role resulted in this success- ful project. I would like to extend my wormiest gratitude to all the academic and administra- tive sta  of the department of mathematics of KNUST.Especially to the lecturers or tutors' who took us through the latex tutorial seminar. I also own thanks and appreciate to the entire Fiele's family for their encouragement and support. I thank the Manager and sta  of Ghana Commercial Bank, Obuasi for allowing the collection of data for the onward study. Finally, this e ort would not be possible without my sister and brothers; their e orts and sacri ces have been of great helped towards the completion of this thesis. More so, I am immensely indebted to James for always picking my calls when I needed him for direction and correction in the use of the latex document.

Fiele Abudu Suleman

First and foremost, I thank God the Almighty for given me strength, wisdom and opportunity to complete this thesis successfully. This thesis could not have been done without the support and encouragement from many people. I am very indebted to my supervisor, Mr. Charles Sebel, for his excellent guid- ance,direction, invaluable feedback, his constructive suggestions, detailed correc- tions, support and encouragement: played enormous role resulted in this success- ful project. I would like to extend my wormiest gratitude to all the academic and administra- tive sta of the department of mathematics of KNUST.Especially to the lecturers or tutors' who took us through the latex tutorial seminar. I also own thanks and appreciate to the entire Fiele's family for their encouragement and support. I thank the Manager and sta of Ghana Commercial Bank, Obuasi for allowing the collection of data for the onward study. Finally, this e ort would not be possible without my sister and brothers; their e orts and sacri ces have been of great helped towards the completion of this thesis. More so, I am immensely indebted to James for always picking my calls when I needed him for direction and correction in the use of the latex document.

Files

Fiele_Abudu_Suleman (MSc)_watermark (1).pdf(22.59 MB)

Date

2019-05-22

Authors

Fiele Abudu Suleman

Publisher

KNUST

Abstract

Waiting for services is a phenomenon in Ghana. We wait to eat in restaurants, we queue to board buses, we line up for service in post o_ce and in banks either to deposit or withdraw money. The waiting phenomenon is not an experience limited to human beings only but objects too. Jobs wait to be processed on a machine, planes circle in stack before getting permission to land at an airport and cars stop at traffic lights waiting for their turn. Waiting cannot be elimi- nated entirely without incurring inordinate expenses and the goal is to reduce its adverse impact to a tolerable levels. The objective of this study is to use already available systems to identify and also make known the effects and rami_cations of keeping customers waiting in the queue and also the cost banks had to bear if idle facilities are not put into good use, with special emphasis on Obuasi branch of GCB. The queuing char- acteristics at the bank were analyzed using a Multi-server single-queue Model to achieve this major objective. Data for this study was collected by direct obser- vation with the help of research assistants, a stop watch to record the number of hours/minutes spent by each customer at the bank. The data collected from the bank showed that 28th of June, from an hour of 9:30am-10:30am recorded the highest number of customers in the waiting line(113) whiles the least num- ber of customers (17) in the waiting line was recorded on 18th of July hour of 9:00am-10:00am. customers had to wait an average of 0.0165 hours in the queue and 0.0183 hours in the system before leaving the bank. We _nally suggested that, queuing theory is worth studying; the _ndings of it can be used by managers of banks to determine and install the optimum service facilities or in other words put in place the appropriate technologies to help deal with long queues in their banks.

Description

A Thesis Submitted To The Department Of Mathematics, Kwame Nkrumah University Of Science And Technology In Partial Fulfillment Of The Requirement For The Degree Of MSC INDUSTRIAL MATHEMATICS.