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Queuing Theory and ATM Service Optimization: Empirical Evidence from First Bank Plc, Kaura Namoda Branch, Zamfara State
American Journal of Operations Management and Information Systems
Volume 4, Issue 3, September 2019, Pages: 80-86
Received: Jun. 27, 2019; Accepted: Aug. 16, 2019; Published: Sep. 5, 2019
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Muhammad Sani Burodo, Department of Business Administration and Management, Federal Polytechnic, Kaura Namoda, Nigeria
Shamsuddeen Suleiman, Department of Mathematics, Faculty of Science, Usmanu Danfodiyo University, Sokoto, Nigeria
Yakubu Shaba, Department of Business Administration, Faculty of Management Sciences, Usmanu Danfodiyo University, Sokoto, Nigeria
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The consequence of queuing in relation to the time spent by customers to access financial services is increasingly becoming a major source of concern to most stakeholders, especially the banks, their teeming customers and regulatory agencies. Even more critical are the costs that accrue thereof. In this study, the queuing characteristics at the Kaura Namoda Branch of First Bank Ltd were analyzed using three service efficiency parameters – single, two and three servers. The study collected, through observation, queuing data at the bank from Monday through Wednesday to develop an optimal queuing model. Consistent with conventional wisdom and prior studies, the findings provide evidence to support the idea that the multiple-server model is more efficient than the single channel. For instance, whilst with two or three servers, a customer spends on the average, 0.0409 hours (about 3 minutes) and 0.0310 hours (about 2 minutes), the same customer spends an average of 0.2 hours (12 minutes) in the system if it is a single channel. Thus, the study concludes that higher number of servers is associated with lower average time spent in the system, a finding that is in tandem with past studies within and outside Nigeria. Drawing from these findings, the study suggests the need to increase number of servers to meet the changing expectations of the bank’s teeming customers.
Queuing Theory, Arrival Rate, Service Rate, Server, Customers
To cite this article
Muhammad Sani Burodo, Shamsuddeen Suleiman, Yakubu Shaba, Queuing Theory and ATM Service Optimization: Empirical Evidence from First Bank Plc, Kaura Namoda Branch, Zamfara State, American Journal of Operations Management and Information Systems. Vol. 4, No. 3, 2019, pp. 80-86. doi: 10.11648/j.ajomis.20190403.12
Copyright © 2019 Authors retain the copyright of this article.
This article is an open access article distributed under the Creative Commons Attribution License ( which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.
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