Abstract
In view of competitiveness and increasing search for improved services in Nigerian commercial banks, there are some organizational changes necessary to facilitate this fate. Recently, the possibility of applying operational research techniques, more specifically computer simulation, was raised to address the problem of customer queues at bank branches. No bank has been punished with a fine if there are customers waiting for more than a certain period of time in the queues to be served. The solution to the problem sought to offer customer-care to the crowd in all bank branches in Nigeria. In view of this, the present work proposes a computer simulation model to study the flow of customers in a branch of the bank. This model simulates service capacity and time in the face of various hypothetical scenarios to which a bank branch may be subject using the Rockwell Automation Arena® v15 software. The results make it possible to evaluate new policies for increasing the quality of service and compliance with easy customer-care operational service. The generated scenarios were evidence alternatives that would reduce waiting times with only a few minor alterations. Thereby allowing the service with maximum waiting time the standards required.
Highlights
Waiting lines have always characterized a problem at commercial banks
From the results obtained in the simulation of this scenario, it was possible to observe that the number of customers in the conventional executive cashier queue, service time and cash occupancy rate decreased
The agency's resource capacity met the needs of the demand, but in the waiting time for conventional and preferred cash, they still exceeded the limit determined by law in some moments of the simulations
Summary
Waiting lines have always characterized a problem at commercial banks. Parallel lines were used, one for each service desk. These parallel lines were replaced by a single line, where all customers wait in a single line for the first available window. In addition to the single line, bank branches provide customers with a wide variety of alternative services and in an automated way, either at branches or over the internet, but they have not, been able to eliminate the long lines inside the bank branches. With the emergence of new products and services offered by the banking sector, banking institutions, aware of their responsibilities, have invested significantly in actions aimed at offering personalized and high-quality service to all their customers and users.
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