Application of Queuing Theory to a Bank’s Automated Teller Machine (ATM) Service Optimization

Abstract

Automated teller machine (ATM) is one of the several electronic banking channels used in the banking industry. This brought about queue (waiting line) and this is because customers waiting in line to receive service by using the ATM are inevitable and hence queue control became an issue This paper applies queuing theory to determine the average time customers spend on queue and actual time of delivery thereby examining the impact of time wasting and cost associated with it. Direct non-participatory observation and questionnaire were engaged to record time measurements and primary data. Performance measure of the system was calculated and the number of servers for optimum service delivery was also analysed. To analyse customers’ satisfaction, questionnaires were administered to ATM customers. Respondents fairly represent the ATM customer population, males and females, old and young and persons from various occupation backgrounds. Responses from above are analyzed as answers to questions, presented on the questionnaire. For each question, we analyzed using incidences and percentage to determine the weight of support for a particular option. Means, variances and standard derivation are computed for questions on tolerable waiting time and average cash withdrawal. It was commended that the case bank increase the number of servers so as to help reduce wait time and wait cost. From the analysis and observation, service unavailability was observed to be a contributory factor to queue formation at the case ATM.