Analysis of the Application and Practice of Queuing Theory on Customer Satisfaction in the Nigerian banking sector

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Analysis of the Application and Practice of Queuing Theory on Customer Satisfaction in the Nigerian banking sector. A study of Zenith Bank

ABSTRACT

The issue of bank lining has existed for long time wherever our nation or different nations whose populace thickness is high. Be that as it may, this issue can’t be understood totally in brief time. It isn’t useful for the banks to build the quantity of branch bank and servers in the banks simply. Off-base choice of area choosing and additionally repetitive working of banks will obviously convey colossal misfortune to the bank. In a bid to solve some of the consistent challenges encountered in the banking sector, some researchers have postulated theories formulas and models to aid the resolution of this nagging and perpetual issue affiliated with the banking sector. Some of the banking systems do not really get overwhelmed by the crowding experiences they have during the delivery of services to their customer because of seeming state of complacency However, some of the impatient and dissatisfied customers gradually begin to withdraw from such banks and look for another with better service delivery modalities, leaving the customer insensitive banks with gradual loss of customer patronage. Bishop et al. (2017) analyzed queuing systems obtained from queues from the observed data of some selected banks in Ogun State. The analysis of the data helped to make some suggestions towards the usefulness of queuing theory model in banking.

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