Queuing system in Banks : A case study at Ghana Commercial Bank, Harper Road, Kumasi

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The study of ―Queuing model as a Technique of Queue solution in Banking Industry‖ was carried out in Ghana Commercial Bank, Harper Road Branch The obvious cost implications of customers waiting range from idle time spent when queue builds up, which results in man-hour loss, to loss of goodwill, which may occur when customers are dissatisfied with a system. However, in a bid to increase service rate, extra hands are required which implies cost to management. The onus is then on the management to strike a balance between the provision of a satisfactory and reasonable quick service and minimizing the cost of such service. Thus, the management should evaluate performance of different queuing structures and strike a middle ground between cost on one hand and benefits of improved service on the other hand, which is the main thrust of this study. Therefore, this study attempts to look at the problem of long queues in banks, why bank managers find it difficult to eliminate queues and the effect of queuing model as a technique of queue solution in Banking Industry. The variables measured include arrival rate (𝜆) and service rate (μ). They were analyzed for simultaneous efficiency in customer satisfaction and cost minimization through the use of a multichannel queuing model, which were compared for a number of queue performances such as; the average number of customers in the queue and in the system, average time each customer spends in the queue and in the system and the probability of the system being idle. It was discovered that, using a three-server system was better than a 2-server or 4-server systems in terms of the performance criteria used and the study inter-alia recommended that, the management should adopt a three-server model to reduce total expected costs and increase customer satisfaction.
A thesis submited to the Department of Mathematics Institute of Distance Learning Kwame Nkrumah University of Science and Technology in partial fulfillment of the requirements for the degree of Master of Science Industrial Mathematics,