QUEUING THEORY APPLICATION AND CUSTOMERS’ TIME MANAGEMENT IN DEPOSIT MONEY BANKS IN NIGERIAAbstract:
The study examined queuing theory, application and customers time management in deposit money banks in Nigeria.. A comparative analysis between Access Bank PLC branch in Ajilosun and First Bank PLC, Oke Isa, Ado Ekiti, Ekiti State were used as a case study. Data for the study were gathered through observation of the arrival time, time spent waiting in the queue, service time and time of departure customers from the banking hall. The observation time at Access Bank started by 2.30pm and ended 3.44pm which has been previously observed to be the peak period of the bank while the observation time of the First Bank PLC started 3.00pm and ended 4.57pm on different days. Data sourced were fitted into the single and multiple channel models and the results computed and analyzed manually. It was revealed that the mean service rate, the mean time spent in the queue by a customer, and aggregate service rate in the system by a customer at Access bank plc are substantially reduced compared to that of the first bank plc while the waiting line is short most especially for the multiple channels with the real time data processing enhancing the service delivery. It was concluded that despite these differences, queuing system and application of it in the banking industry, especially in the sampled banks is effective in achieving quality service delivery and this is also enhanced by the application of real time data processing adopted by the banks. Therefore, the study recommended that queue management should be employed by banks as it will enhance the quality of service delivery and time management for both banks and the customers. In addition, a single channel for banks that have high traffic intensity rate should be discouraged while a multiple channel should be encouraged as it reduces the waiting time of bank customers in the system. Lastly, idle time of the servers need to be checked as this could lead to more waiting time for customers.