This study examined the application of queue theory in the banking system in Democratic Republic of Congo, with particular reference to BCDC (Banque Commerciale du Congo)/Mbujimayi. The queuing characteristics of the bank were analyzed using a Multi-Server Queuing Model.
The obvious implication of customers waiting in long and winding queues could result to prolonged discomfort and economic cost to them; however increasing the service rate will require additional number of tellers which implies extra cost to management. Data for this study was collected at BCDC bank for one week through observations and was formulated as multi-server single line queuing model. The data was analyzed using TORA optimization Software as recommended software for operational research. The performance measures of different queuing systems were evaluated and analyzed. The results of the analysis showed using a six-teller system was better than a five in terms of average waiting time.

Modeling and Analysis of Queuing Systems in Banks: (A Case Study of Banque Commerciale du Congo-BCDC/Mbujimayi)

This study examined the application of queue theory in the banking system in Nigeria, with particular reference to GTBank and Ecobank Idumota branch, Lagos, Lagos state. The queuing characteristics of the banks were analyzed using a Multi-Server Queuing Model. The performance measures analysis including the waiting and operation costs for the banks were computed with a view to determining the optimal service level. Findings revealed that the traffic intensity was higher in GTbank with p =0.98 than in Ecobank with p= 0.78. Also, the potential utilization showed that Ecobank was far below efficiency compared to GTBank. Looking at the waiting time of customers in line and the time spent in the system, that is (Wq + Ws), we discovered that customers in Ecobank spent more time before being served both on queue and in the system than that of GTBank bank. The study concluded by emphasizing the relevance of queuing theory to the effective service delivery of the banking sector in Nigeria and strongly recommends that for efficiency and quality of service delivery to customers, the management of GTBank and Ecobank should adopt a 13-server model and 10-server model respectively to reduce total expected costs and increase customer satisfaction.

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Investigating the Application of Queue Theory in the Nigerian Banking System

The main objective of this research was to find out how waiting line management influences customer satisfaction in Kenyan banks. To achieve the main objective, the study determined the effect of waiting lines management on customer satisfaction, how commercial banks manage waiting lines and the challenges faced by commercial banks while managing waiting lines. The research was a census survey of all the 43 registered commercial banks in Kenya. The primary data was collected using self-administered questionnaire and the analysis was done using descriptive statistics generated from Statistical Package for Social Sciences (SPSS). The study concludes that majority of commercial banks customers in Kenya are not satisfied with management of waiting lines. The main area where customers are dissatisfied is the perceived waiting time. Besides, bank customers are not satisfied with information provided in the waiting room and the waiting environment within ihe banks. Customers become less satisfied due to perceived longer waiting times that they have to spend queuing at the bank. Customers are not satisfied with management of waiting lines despite the fact that banks have implemented lines management measures such as use of physical barriers, automatic queue measurement systems, seamless banking, internet banking, mobile banking and agency banking. The study recommends that commercial banks in Kenya should invest in the provision of appropriate information to the customers and commercial banks in Kenya should increase customer satisfaction by adopting strategies such as use of signage and signaling systems, use of interactive communication and advertisement on the television screens and allowing visitors' freedom of movement while keeping them informed about the expected waiting time or giving them a guaranteed reception time. The study also recommends further study in efficiency of line management technologies in iiie Kenya banking sector.

Waiting lines management and customer satisfaction in Commercial Banks In Kenya

Present research focuses on identifying various barriers to bank queuing systems. It thereafter studies the interrelationship amongst them both by ISM methodology as well as fuzzy ISM methodology. The comparison of approaches is a novel attempt made in the field of bank queuing related research work to the best of author knowledge.

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Fuzzy Mic-Mac Analysis on Factors Affecting the Bank Queuing Systems

In today’s competitive environment, marketing is critical to business success across all sectors. The challenge is even more pronounced in the financial sector and in order to survive and thrive in the financial crisis, it is required that these institutions should go for a revolutionized style of marketing known as real time marketing which involves conducting more focused inbound marketing campaigns and promoting the products to appropriate segments, at the right time and in the right place. The present research explores how financial institutions such as banks respond to real time marketing and the kind of inbound real time marketing offers by them which are usually governed by criteria such as income generation, age, family size etc.

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S Gayathri

Papers

Fuzzy Mic-Mac Analysis on Factors Affecting the Bank Queuing Systems

Conceptual framework for banking solutions based on real time marketing