Optimal Queuing Model to Optimize Banking Service Performances a Study of Zenith Bank Plc, Bwari Branch Fct Abuja, Nigeria

This study is aimed to explore the application of queuing theory for efficient banking operations of Zenith bank Plc Bwari, Abuja. The structural system and the mathematical concept of multiple channel queuing system; a special type of queuing theory meant to evaluate the performance of system is presented. Real-world data was source through direct observation method from Zenith Bank Plc Bwari on arrival time and service time spend by customers to received service for a period of five working days. Multi-channel queuing system (M/M/C: FCFS/∞) was used to analyze the data to test the performance of the system with help of ‘R’ statistical software package using three servers. From the results of our findings, the utilization factor indicate the system is efficient and the servers are optimally working for 43% per hour (26 minutes) and free for 57% per hour (34 minutes), which is considerably okay compared to two servers service operation of the bank. The average waiting time of customers in the queue and in the system stood at 0.005hours (18seconds) and 0.056hours (3 minutes) respectively. This implies that a customer wait in queue for 18seconds before proceeding to any available server and spend a total of 3minutes entirely in the system to perform any transaction at counter teller. The queue length stood at 1.428 customers in system, which indicate that queue will not grow to an extent as a person who comes will join the queue as first person or proceed to any available server to receive service. We therefore concluded and recommended to the management of the bank to increase the number of tellers (servers) from the current operation of two to three tellers.