An Investigation Of The Performance Level Of Automated Teller Machines (ATMs) Queueing System A Case Study Of Stanbic Ibtc Bank Minna, Niger State, Nigeria

Abstract

In this paper, the performance level of Stanbic IBTC Bank Automated Teller Machines (ATMs) queuing system located in Minna Central has been effectively investigated using a multiple server queuing model (M/M/S). The data used in the research was collected for a period of five working days from 8am to 6pm. It was found that the queuing system has an arrival rate of 0.54 customers per minute which is equivalent to 32 customers per hour and the service rate of 0.79 customers per minute also equivalent to 47 customers per hour. The machines have a total busy time of 3.418 hours with an idle time of 6.582hours in the total of the 10 banking hours considered in a day. It was also observed that a customer spent a total of 1.434 minutes in the system where the utilization factor of the system is 0.3418(34.18%). This result indicates a good service delivery level of the Automated Teller Machines (ATMs) and there is no need for an additional ATM at the location. We however recommend that a preventive maintenance should be routinely carried out on ATMs to maintain the existing service delivery by the machines.