ASSESSMENT OF OPTIMAL SERVICE DELIVERY IN BANKING SECTOR USING QUEUING THEORY

This study investigates the efficiency of the service delivery at Bank, Usmanu Danfodiyo University Sokoto branch, using multiple-server queue model. The data was analyzed using TORA software VERSION 1.0. Independent variables such as customers’ arrival time and service times were recorded to analyze the queuing system, the branch serves customers on a first-come, first-served basis from a single queue. From the results of the analysis, it shows that Bank Usmanu Danfodiyo University, Sokoto branch doesn’t have adequate server capacity to attend to existing customer demand, with the current arrival rate and number of servers which is three (3), customers spend a lot of time in waiting line, average queue length was found to be 22 customers. The average time customers spend in the queue is 14 minutes and the total time a customer spends in the branch is 16 minutes. It was also discovered that servers work 7 hours 41 miutes out of the 8 working hours daily, a second analysis was carried out with an additional server which gave rise to new results, customers will spend a total of 3 minutes in the branch, the queue length was found to be 4 customers and servers are to work 5 hours 49 minutes out of the 8 working hours. Therefore this study recommends hiring an additional server to meet customers’ expectation. It is also advisable to segment customers according to their needs.