Service Time Reduction Through the Development of a Simulation Model in a Selected Bank

Abstract

Service time is an important element of the banking service. The time needed to wait in the queue makes the service receiver dissatisfied. To minimize the waiting time and improve the utilization rate, simulation-based analysis is a well-established technique. The objective of the current research is to investigate the current scenario of the service mechanism of the selected bank and suggest the best possible configuration for improving the service level. The research is based on a case study in which the operations of a specific bank were observed. A conceptual model of the studied bank has been developed first. It helps to realize how the entities move through the system. Then, an arena model was built according to the conceptual model following the collection and distribution of field data (arrival time, delay time at the aisle, and service time) via an input analyzer. The suggested model shows progressregardingthe average server utilization rate and waiting time customers spend in the queue. The proposed model shows a 30% improvement in waiting time and a 40% improvement in service time, or value-added time.