Modeling and Analysis of Queuing Systems in Banks: (A Case Study of Banque Commerciale du Congo-BCDC/Mbujimayi)

MITEWU KABAMBA, Alex (2019): Modeling and Analysis of Queuing Systems in Banks: (A Case Study of Banque Commerciale du Congo-BCDC/Mbujimayi).

Abstract

This study examined the application of queue theory in the banking system in Democratic Republic of Congo, with particular reference to BCDC (Banque Commerciale du Congo)/Mbujimayi. The queuing characteristics of the bank were analyzed using a Multi-Server Queuing Model. The obvious implication of customers waiting in long and winding queues could result to prolonged discomfort and economic cost to them; however increasing the service rate will require additional number of tellers which implies extra cost to management. Data for this study was collected at BCDC bank for one week through observations and was formulated as multi-server single line queuing model. The data was analyzed using TORA optimization Software as recommended software for operational research. The performance measures of different queuing systems were evaluated and analyzed. The results of the analysis showed using a six-teller system was better than a five in terms of average waiting time.

• Item Type: MPRA Paper
• Language: English
• Keywords: Queue theory, Banking System, Multi-Server Queuing Model, Economic cost, Service rate.
• Subjects: C - Mathematical and Quantitative Methods > C6 - Mathematical Methods ; Programming Models ; Mathematical and Simulation Modeling; G - Financial Economics > G2 - Financial Institutions and Services; M - Business Administration and Business Economics ; Marketing ; Accounting ; Personnel Economics > M1 - Business Administration; M - Business Administration and Business Economics ; Marketing ; Accounting ; Personnel Economics > M2 - Business Economics; M - Business Administration and Business Economics ; Marketing ; Accounting ; Personnel Economics > M3 - Marketing and Advertising > M31 - Marketing

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