ANALYSIS OF PERFORMANCE MEASURES OF QUEUING SYSTEM IN COMMERCIAL BANK OF ETHIOPIA, FINKILE BRANCH, EASTERN ETHIOPIA

Abstract

This project studied on analysis of performance measures of queuing system in commercial bank of Ethiopia, Finkile Branch (CBEFB), Eastern Ethiopia, described multi-server Markovian queuing model (M/M/c) and present mathematical governing equations of the model. Waiting lines and service systems are important parts of the business world. An M/M/c model is one applications of queuing theory that is used to examine and analyze waiting lines of service systems with a certain assumptions. The governing differential-difference equations of the M/M/c model have derived under the steady-state conditions using the Markovian birth-death process transition system and the steady-state probabilities of the queuing system determined under steady-state using recursive method. The performance measures of an M/M/C queuing models have also solved using the Little’s formula and normalization of probability. This model was used to examine the performance measures of queuing system in CBEFB, Eastern Ethiopia at Haramaya district. The data which is used for this study was collected from the CBEFB for three consecutive days through observation. The system was rendering service for 30 customers per hour to arrivals of 115 customers per hour. Then it has analyzed using an M/M//c queuing model with the help of an Excel spreadsheet. The finding revealed that among the performance measure of the banking queuing system , , didn’t have showed a good valance and relation and the service was not efficient due to excessive time lost during the queuing system and high number of customers waiting in the queue. However, cost model for Multi-server Markovian queuing has also discussed since long queue could result in economic cost factor for customers, and increasing the service rate will require an additional number of servers which implies extra cost to manage the bank queuing system. Based on the result of the cost model the study suggested that the service system of CBEFB should adapt to 6 servers (M/M/6 model) to reduce the expected cost lost in both the customers and service providers. This study can be extended with concerning the customer’s behavior and another way of a queuing system like parallel multiple queues multiple server Markovian queuing model and non-Markovian queuing models.