Queue Modelling and Customer Management in Bank Automated Teller Machines: A Case Study of Zenith Bank Plc Ozoro

Abstract

This research work was carried out to investigate queue modelling and customer management in bank automated teller machines: a case study of Zenith Bank Plc, Ozoro. Purposive sampling as a non-probability sampling technique, was utilized in selecting the Zenith Bank ATM. To enable us to achieve our goal, the study considered a Single-server queuing model. The one-sample Kolmogorov-Smirnov test was used to determine the distribution that fits the data, i.e. to test the hypothesis of a theoretical distribution. The test was carried out using SPSS software version 20.0, and the arrival rate and service rate of the system for the period of study were computed. Result from the study showed that customer service times had an average of 1.14 minutes per customer and a standard deviation of 0.43 and with the highest duration of service lasting 3.56 minutes, while the shortest lasted for 0.35 minutes. It was concluded that the distribution for the ATM-customer relationship exists and was obtained by the convolution of the two independent service processes (the customer and the machine time). The study recommended, amongst others, that ATMIA should encourage the purchase of ATMs which user user-friendly or which have a short guide around them.