MATHEMATICAL ANALYSIS OF NON – HOMOGENEOUS QUEUEING SYSTEM IN A BANKING HALL |

Bank queues have been a source of concern for most bank managers and their customers for many years. The goal of this project is to conduct a mathematical analysis of a non-homogeneous queueing system in a banking hall and develop approximate queueing models that will maximise the use of tellers and, as a result, improve service delivery to the bank's customers. The study looked at the arrival process, service process, and queue discipline at Guaranty Trust Bank's Maitama branch in Abuja, with the goal of determining their interrelationship from the standpoint of non-homogeneous processes. In addition, the study used observed data to apply a chaotic queueing model to capture transient behaviour in arrival rates. In the banking hall, four (4) different single-stage waiting lines with multiple servers were identified, and primary data on the arrival and service processes was collected by direct observation over the course of 20 working days between 8 a.m. and 5.00 p.m. An M / M / c queueing model was used to analyse the data, and the results revealed an average service rate of about 3.5 minutes and a utilisation rate of less than 50%. In addition, customers spend less than one minute on average in line, with the probability of the queue being empty ranging from 0.04 to 0.43. As a result, the service rate was determined to be acceptable. Even though the system was busy all the time, this implies efficient service delivery in the banking hall with little or no queues.

Please see the link :- https://www.ikprress.org/index.php/AJOMCOR/article/view/1063