MODELLING AN ATM QUEUING SYSTEM FOR SERVICE OPTIMIZATION: A CASE STUDY

Authors

  • Sojobi Olayiwola A.
  • Oyenekan Dotun F
  • Ogunsanya Busuyi G
  • Ajayi Oluwatoyin A

Abstract

In our daily life we generally find a long queue at the ATM machine. As a result of this a customer has to spend considerable amount of time in queue. In line with the realization of the vision of the cash-less policy as being fronted by the Central Bank of Nigeria, this paper seeks to solve problems of long waiting time and queue lengths of customers known to be associated with the queuing system of the Automated Teller Machine (ATM), an indispensable piece of machinery for successful implementation of the policy. To this end, a single-channel queuing model with Poisson arrivals has been applied in modelling an ATM queuing system of First Bank of Nigeria, Panseke, Abeokuta, Ogun State in a bid to have a comprehensive mathematical picture of the queuing system of the bank’s ATM. Primary data via observation method was employed which entails the arrival time of each customer over three periods; the first period was in the morning (8am to 9am), second period was in the afternoon (1pm to 2pm) and the third period was in the evening (4pm to 5pm). Lottery method of Simple Random Sampling technique was used in the selection of the ATM under study. Data collected were analysed for appropriate queuing parameters and measures of performance using R programming software, version 4.0.5.  The findings show among others that steady state occurs for period 1 and 2 only since  (capacity utilization) is less than 1, while it is absent for period 3 since . In addition, the queue and waiting times are less between 8am and 9am and would probably result in gain of business, increase satisfaction of the customer and reduction of employee workload but relatively rise between 1pm and 2pm.

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Published

2021-05-03 — Updated on 2021-05-04

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