ANALYSIS OF SINGLE AND MULTI-TELLER MODELS OR USING SIMULATION FOR REDUCING WAITING TIME A CASE STUDY OF FIRST BANK AND ECO BANK, NIG. LTD

Queue causes customer dissatisfaction and defection, low service level and abandonment, decreased contact center efficiency, Increased Telecom costs, employee dissatisfaction, (Virtual Hold Technology (VHT), 2013), a satisfied customer becomes angry and eventually becomes non-customer, all of which calls for reduction of waiting time. This research carried out analysis of Single Server-Single queue and Multi Server-Single queue systems for reducing waiting time, case studies of First and ECO banks using Microsoft Excel, then it used Window version ofQuantitative Systems for Business(WinQSB) to validate the results obtained from Microsoft Excel analysis which showed that the result of the analysis was accurate. A Java program was developedwhich determined the performance measures, the total cost of waiting and the facility costs for both case study Banks at the same time when the program is ran and after the necessary data are given. The result of the analysis revealed that the case study banks have varied waiting problems which can be reduced. The case study Banks and similar service systems should study the discussion of results of this dissertation and other gray areas uncovered from the analysis and use it to improve their waiting problems and achieve increased efficiency. The Recommendations which will help the case study banks to reduce their waiting problems were outlined.