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Multi-Channel Queuing Modeling on System Delivery Service : A Case Study of Banque Populaire Du Rwanda Kimironko Branch


Affiliations
1 Jomo Kenyatta University of Agriculture and Technology-Kigali Campus, Department of Applied Statistics, P.O. Box 3373, Kigali, Rwanda
2 University of Rwanda, College of Science and Technology, P.O. Box 62,000–00200, Nairobi, Kenya
 

The long waiting time in banking hall may cause dissatisfaction to the customers; therefore the quit of the customers, almost all banks in Rwanda exercise multi-channel queuing system to provide services. In this research we use the multichannel queuing model to measure the service performances of Banque Populaire du Rwanda Kimironko branch which is taken as case study of this research. The researcher provides the necessary information to the bank managers on what can be done to reduce the long waiting time of the customers. Through observation data have been collected in ten days which are the peak days of the month i.e. the end and the start of the month. The research also analyzes the waiting lines of Banque Populaire du Rwanda by compare the incoming customer of the first 30 minutes of every peak day of the month. The study have found that the average arrival customers (λ) is 128 customers per hour and the average service rate of (μ) is 21 customers, The utilization rate of the system is 1.527 which means that the tellers are busy 152.7% of the time, on 30th and 30th of the month are the days which rank first among other peak days of the month only in 30 first minutes the banking hall has almost 45 customers waiting for services. To reduce the long waiting of the customer in Bank, the number of servers should be increased especially in the peak days of the month.

Keywords

Queue, Multichannel, Waiting Time, Arrival Customer, Service Rate, Utilization Rate.
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  • i.Azmat, N. (2007). Queuing Theory And Its Application: Analysis Of The Sales Checkout Operation In Ica Supermarket. Dalana.

  • ii. Ullah, A., Khalid, I., Xiao-dong, Z. and Muhammad, A. (2014) Sub-optimization of Bank Queuing System by Qualitative and Quantitative Analysis, 978-1-4799-3134-7

  • iii. Eshetie Berhan (2015).Bank service performance improvements using multi-server queue system.Volume 17, Issue 6. IOSR Journal of Business and Management./14/$31.00 ©2014 IEEE

  • iv. Olaniyi,T.A.’’ An Appraisal of Cost of Queuing in Nigerian Banking Sector: A Case Study of First Bank of Nigeria Plc, Ilorin’’.Journal of Business & Social Sciences. Vol.9, Nos, 1&2, pages 139-145. 2004

  • v. vi.Albert A. Frimpong (2015) Analysis of waiting lines at Electricity Company of Ghana (EGC) pay point centre using queuing model theory, a thesis submitted to the Department of Mathematics, Kwame Nkrumah University Of Science And Technology In Partial Fulfillment Of The Requirement For The Degree of M.Sc Industrial Mathematics.vii.James Nii B.Bannerman (2014)

  • vi. Queuing System In Banks :A Case Study At Ghana Commercial Bank,Harper Road, Kumas. A Thesis Submited To The Department Of Mathematics Institute Of Distance Learning Kwame Nkrumah University Of Science And Technology In Partial Fulfillment Of The Requirements For The Degree Of Master Of Science Industrial Mathematics


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  • Multi-Channel Queuing Modeling on System Delivery Service : A Case Study of Banque Populaire Du Rwanda Kimironko Branch

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Authors

Henry Cyemezo
Jomo Kenyatta University of Agriculture and Technology-Kigali Campus, Department of Applied Statistics, P.O. Box 3373, Kigali, Rwanda
Joseph Kyalo Mung’atu
Jomo Kenyatta University of Agriculture and Technology-Kigali Campus, Department of Applied Statistics, P.O. Box 3373, Kigali, Rwanda
Denis Ndanguza
University of Rwanda, College of Science and Technology, P.O. Box 62,000–00200, Nairobi, Kenya

Abstract


The long waiting time in banking hall may cause dissatisfaction to the customers; therefore the quit of the customers, almost all banks in Rwanda exercise multi-channel queuing system to provide services. In this research we use the multichannel queuing model to measure the service performances of Banque Populaire du Rwanda Kimironko branch which is taken as case study of this research. The researcher provides the necessary information to the bank managers on what can be done to reduce the long waiting time of the customers. Through observation data have been collected in ten days which are the peak days of the month i.e. the end and the start of the month. The research also analyzes the waiting lines of Banque Populaire du Rwanda by compare the incoming customer of the first 30 minutes of every peak day of the month. The study have found that the average arrival customers (λ) is 128 customers per hour and the average service rate of (μ) is 21 customers, The utilization rate of the system is 1.527 which means that the tellers are busy 152.7% of the time, on 30th and 30th of the month are the days which rank first among other peak days of the month only in 30 first minutes the banking hall has almost 45 customers waiting for services. To reduce the long waiting of the customer in Bank, the number of servers should be increased especially in the peak days of the month.

Keywords


Queue, Multichannel, Waiting Time, Arrival Customer, Service Rate, Utilization Rate.

References