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Waiting Lines, Banks’ Effective Delivery Systems and Technology Driven Services in Nigeria: A Case Study
International Journal of Finance and Banking Research
Volume 2, Issue 6, December 2016, Pages: 185-192
Received: Sep. 20, 2016; Accepted: Oct. 26, 2016; Published: Dec. 10, 2016
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Philip Olawale Odewole, Department of Management and Accounting, Obafemi Awolowo University, Ile-Ife, Nigeria
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This paper investigates how technology influences banks’ efficient service delivery and reduces customers’ average waiting time in obtaining services in a commercial bank at Obafemi Awolowo University. The Direct non-participatory observation was adopted to record time measurements and primary data. The time measurements were based on customers’ arrival times to the banking hall and the service times of the customers who arrived at the bank between the hour of 12.00pm and 1.00pm which have been previously observed to be the bank’s peak period. Data were fitted into the model and the results computed and analyzed. The findings of the study show that both arrival of customers and service time rate of servers follow a poisson exponential probability distribution, respectively. The results reveal 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 are substantially reduced and the waiting line is short in a technology driven bank. The study concluded that only technology driven services can reduce customers’ waiting time and improves efficient service delivery systems in Nigerian modern banking.
Waiting Lines, Technology, Banks’ Services, Poisson Distribution
To cite this article
Philip Olawale Odewole, Waiting Lines, Banks’ Effective Delivery Systems and Technology Driven Services in Nigeria: A Case Study, International Journal of Finance and Banking Research. Vol. 2, No. 6, 2016, pp. 185-192. doi: 10.11648/j.ijfbr.20160206.11
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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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