Application of Queuing Theory to Enhance the Operational Efficiency of the Bank

Abstract

This study is to ascertain the contributions and applications of queuing theory in the field of Banking queue management problems. This review proposes a system of classification of queues in the Banking sectors. The goal is to provide sufficient information to an analyzer who is interested in using queueing theory to model an effective queue management process. Customer satisfaction is a concern to service industries as customers expect to get their service promptly when they arrive. Demand for service is highly variable, and it depends on customer's satisfaction. For a service industry like a bank, there is a need for efficient bank Teller scheduling system that takes into account recognizing various customer expectations. This research study involves as to how a bank could provide value added customer service by reducing customer-waiting time to the maximum possible standard. The model takes into account real time system behaviour including changing customer arrival rates throughout the day and customer service manner. This study is centered on the single channel waiting line systems with poisson arrivals and exponential service times in Bank of Ceylon, City office, Bank of Ceylon Kuliyapitiya and Bank of Ceylon Bingiriya. Banking activities and behavior of these three branches are completely different. They represent stages of customer-flow management processes. Waiting systems are stochastic mathematical models and they represent the describing base of the waiting phenomena, services processes, and prioritization among others. Mathematical models of queuing theory present interest in modelling, designing, and analysing information networks.