APPLICATION OF QUEUING THEORY IN OPTIMIZING ATM SERVICE DELIVERY AT FIRST BANK MISAU, BAUCHI STATE
Abstract
ABSTRACT
This research examines the application of queuing theory in improving service delivery in the banking sector, using the First Bank, Misau Local Government Area, Bauchi State, Nigeria as a case study. Queuing theory, a mathematical study of waiting lines, provides effective tools for analyzing arrival and service processes to minimize delays and enhance customer satisfaction. The study utilized primary data collected through direct observation of customers’ arrival and service times at the bank’s Automated Teller Machine (ATM) over a four-day period. Using statistical tools such as histograms, averages, and server utilization analysis, the research revealed that the arrival rate consistently exceeded the service rate, resulting in customer delays. The findings suggest that increasing the number of service channels and adopting IT-based solutions would significantly reduce waiting times and improve service efficiency. The study concludes with recommendations for operational improvements and better resource allocation to optimize customer experience and enhance banking performance.
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