Application of open network queuing model in a banking system to reduce waiting time of customers

Abstract

The need to use scientific techniques to determine optimal number of banking personnel (Servers) at different units of a banking system is the thrust of this work. In this paper, a network queuing model that determines optimal numbers of servers at different nodes of First City Monument Bank Minna Branch to reduce waiting time is presented. The relevant data were collected for a period of four (4) weeks, through direct observations and personal interview. The total expected waiting time of customers in the current system before modification was 52 minutes with total number of 11 servers in the system while the total new expected waiting time of the customers in the system after modification was reduced to 11 minutes with optimal number of 17 servers (personnel) in all the nodes. The study has determined optimal number of servers (personnel) at different nodes of the bank network system. Result from this study is important information to the management of the First City Monument Bank, Minna branch for efficient and better service delivery