APPLICATION OF QUEUING THEORY: A TOOL FOR MINIMIZING CUSTOMER WAITING TIME WITH ATM SERVICES

Abstract

This study examined the effect of queuing theory in minimizing customer waiting time with ATM services in selected deposit money banks in Gusau metropolis. A multi-stage sampling techniques was used which includes of stratified simple and purposive sampling techniques. Both single and multiple servers queuing theory were employed to analyse data. According to the study's findings, with exception of polaris bank, ATM machines were under utilized, implying that application of queuing theory has significantly reduce customer waiting time with ATM services of first bank and eco bank in Gusau metropolis. The results also revealed that that mean waiting time of ATM users on queue is approximetly zero. Implying that no queue were observed during data collection with exception of polaris bank, implying that the ATMs of polaris bank are not sufficient for users. The study suggested that the bank management should increase the number of ATMs at Polaris Bank because there aren't enough for the customers to use. This will surely reduce waiting time and improve customer satisfaction. Moreover, when it comes to ATM transactions, bank management should enforce order among ATM users by using a first-come, first-served policy as this will minimize waiting time.