Investigating The Queuing System Of Dashen Bank S.c Main Branch

This research was aimed at investigating the queuing system of Dashen bank S.C, main branch,rnusing multiple-server queue model, Monte Carlo simulation & standard questionnaire. Thernpaper has investigated the waiting line system of the branch which is located in Addis Ababa. Anrninfinite calling population assumed such a large number of the branch customers that are likelyrnto arrive & get served at random from the city or any corner of the globe. The arrival rates ofrncustomers are assumed to be independent of each other, randomly vary over time andrndetermined using Poison’s probability distribution. The service rates are exponentiallyrndistributed. A descriptive approach to research design has been adopted in the study. Bothrnprimary & secondary data were incorporated which were collected using well structuredrnstandard observation check lists, questionnaire and from review of relevant records maintainedrnin the branch. The entire customers randomly visiting the branch within the sampled time-rnintervals have been accounted for data gathering; and independent variables such as customers’rnarrival rates & service rates were recorded to analyze the queuing system. Questionnaire, whichrnwas intended to assess customers queue psychology & their satisfactions regarding the waitingrntime experiences, was dispatched to a random of 384 customers of which 17 were sent outrnduring the pilot test period. Among the sampled respondents 357 have filled the questionnairernthat was designed for study but 27 were not returned. The raw data collected was analyzed usingrnspreadsheet bearing the multiple-server mathematical equations aided with statistical packagernfor social studies (SPSS). Analytical formulas of single queue multi servers were used since DBrnmain branch serves customers on first-come-first-served queue discipline from a single line poolrnof customers sequenced using automatic queue managing machine. Finally the result wasrnvalidated using Monte Caro simulation and simulated to three hours. The result of assessmentrndepicted that Dashen bank main branch maintained adequate server capacity to respond thernexisting customer demand. With this service capacity & current arrival rate, no customers spendrntime in waiting line & the average length of waiting time in the branch is also zero. The averagernservicing time was found to be 8.33 minutes per customer; this same figure represents the totalrntime used up in the branch since zero waiting time. But in contrary to this, 75.4% of customersrnwitnessed that the actual time spent in the branch service (waiting + being served) lapses morernthan 10 minutes. As understood from survey of customers’ actual services time experiences,rnlarger portion of respondents, 110 customers (30.8%) revealed that service in the branch isrnconsuming more than 15 minutes; 44.6% (159) responded between 10 and 15; and only 77rncustomers (21.6%) enjoyed service minutes less than 5 minutes. Still greater portion ofrnrespondents ranked their overall satisfaction regarding the waiting time as: 4.2% “veryrndissatisfied”, 34.7% “dissatisfied”, 27.2% “somehow dissatisfied”, 22.7% being “indifferent”rnbesides only 11.2% which are somehow satisfied. And so, since there is adequate servicerncapacity maintained in the branch, the researcher has recommended to effectively utilizing thernexisting server capacity without adding any extra counter, to meet customers’ expectations withrneconomic balance. Furthermore, it’s also advisable working towards ways that improve servicerntime per counter by segmenting customers according to their needs, motivating tellers, trainingrn& instilling the concept of customers’ value in the minds bank attendants.rnKey words: Bank, Bank queuing, Monte Carlo Simulation, Area bank, Functional counters

Get Full Work

Report copyright infringement or plagiarism