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Performance improvements using multi server queuing model by reducing customer wait time of a bank

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Author Affiliations

  • 1Department of Mechanical and Production Engineering, Ahsanullah University of Science and Technology, Dhaka, Bangladesh
  • 2Department of Mechanical and Production Engineering, Ahsanullah University of Science and Technology, Dhaka, Bangladesh
  • 3Department of Mechanical and Production Engineering, Ahsanullah University of Science and Technology, Dhaka, Bangladesh
  • 4Department of Mechanical and Production Engineering, Ahsanullah University of Science and Technology, Dhaka, Bangladesh

Res. J. Management Sci., Volume 9, Issue (1), Pages 1-10, January,6 (2020)

Abstract

In a bank, the customer expects to receive service quickly. The queuing in relation to the time spent by customers has a great effect, for accessing banking services which is progressively becoming a major source of concern to most of the bank service provider. Customers waiting too long in the queue could results to waiting cost in contrary not providing enough service capacity results in excessive waiting time and cost. So, these fallouts in a relation between waiting time of customer and service capacity. A study was done to a bank named Agrani Bank Limited using a Multi-server queuing model and the waiting as well as service costs determined to get optimal level of service. Using TORA optimization Software along with descriptive analysis the data was analyzed. An assessment was done to regulate the wait time of customer which was expected and on expected queue length. The outcome of the study gives recommendation of adding one more server than the previous case for improving the waiting time of customer. For discussing the cost impact of adding one more server an economic cost analysis is also provided.

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