APPLICATION OF QUEUEING MODELING IN NIGERIAN BANKING SYSTEM IN OPTIMIZING SERVICE DELIVERY

It is evident in our everyday activities that there is a high probability for one to queue before a service is rendered. Generally, a queuing or waiting-line problem arises whenever waiting areas are crowded. This thesis will emphasize on building an idea about the use of one of the quantitative methods of operational research that is the theory of queues, pin-point challenges that banking firms are facing concerning queues and suggest probable solutions to those challenges, and analyse our results through the use of queuing models. Queuing modeling in banking systems provides a critical framework for analyzing and optimizing customer service operations within financial institutions. This study explores the application of queuing theory to improve service efficiency and customer satisfaction in banking environments. By employing mathematical models such as the M/M/S queues, we examine key performance metrics, including wait times, service levels, and system utilization. The research highlights the impact of various factors such as arrival rates, service rates, and the number of service counters on overall system performance. The queuing characteristics of the bank were analyzed using a multi-server queuing model which variables measure includes arrival rate () and service rate (μ) and the number of servers (s). Through simulation and data analysis, we identify strategies for managing customer flow, reducing wait times, and enhancing service quality. The findings offer actionable insights for bank managers to design more effective service processes and improve operational efficiency, ultimately leading to a better customer experience and optimized resource allocation.