Abstract:
Queuing systems play a major role in most of commercial activities. Queues may occur due
to lack of resources and hence queueing analysis depicts great importance to maintain
balance between the available resources and the outside demands. Banks deal with waiting
lines in their daily routine due to slow service, inappropriate number of servers, customers‘
varying requirements and etc. This study is concentrated on the utility of existing queueing
system of a state bank in Kelaniya division.
Formerly a survey was carried out to know whether the customers are satisfied with the
existing queueing system. The results of the survey highlighted that the customers of the bank
are not satisfied about the queuing system in the bank and however they are satisfied about
the overall service provided. Therefore, it is important to analyze the utility of the existing
queueing system.
The current queueing system of the study is acting as a single channel waiting line system.
Number of arrivals per minute and number of departures after getting service per minute was
recorded for main 3 counters and total data set consist of 489 records. The data showed
Poisson arrivals and exponential service times for the counters. The scenario was analyzed
using queueing theory approaches with M/ M/ 1 queueing models regardless of customers‘
queueing behaviors and service requirements. The utilization waiting time in each queue, and
the average number of customers waiting in the queue were found in the study. The findings
intended that, two waiting lines out of three lines considered in the study were very busy and
the third queue was the effective line. But the effective queue was also time consuming. i.e.
the customers who ever joins the waiting line would have to wait nearly 13 minutes in the
queue and 15 minutes in the system implying that the existing queueing system is not
appropriate to handle the congestion occur in the bank for monetary transactions.
