May 28, Barranquilla The Application of Queuing Analysis
The Application of Queuing
Analysis in modeling
Optimal Service level
Analysis and use of queuing system in bank branches
ARTICLE PROBLEM MAIN RESULTS IMPORTANCE FOR THE AREA
Main research
results
1. The use of TORA optimization
software allowed for data
collection and calculation of
performance measures and
costs in the queue system of a
bank branch, leading to the
Problem or situation studied in the article implementation of measures to
improve congestion in the
The entire article focuses on the analysis of a bank’s cash
system.
deposit units system using queue theory as the main tool. The
2. It was determined that
problem studied lies in the need to improve customer waiting time
increasing the number of
and reduce costs associated in the cash deposit process.
servers in the bank branch can
Through the application of queue models and optimization
reduce both customer waiting
software, it was identified that the addition of an extra counter or
time and costs associated with
increasing the number of servers could be an effective solution to
the queue system.
mitigate congestion in the system and improve operational
3. The study demonstrated that the
efficiency. The bank management faces the challenge of
application of a multi-server
balancing customer satisfaction with operational efficiency,
queue model in a bank can
making strategic decisions based on data and analysis to
optimize the system, achieving
optimize the cash deposit units system.
an optimal service level with five
servers instead of three,
Importance of resulting in a cost reduction for
the research for both customers and the bank.
4. It was found that adding an
the application additional counter in the cash
area. deposit units system of a bank
The research is important for would significantly improve
the banking sector as it customer waiting time and
provides tools and reduce associated costs.
methodologies, such as 5. The research highlighted the
queue theory, that allow for importance of using tools such
improving operational as queue theory and
efficiency and customer optimization models to improve
satisfaction in cash deposit operational efficiency and
units customer satisfaction in the
By applying queue models and data analysis, areas of banking sector.
improvement can be identified, such as the need to increase the 6. The results emphasized the
number of servers or promote division of labor, which can lead to need to balance customer
a reduction in costs and waiting times for customers. These satisfaction with operational
improvements are fundamental to maintaining competitiveness in efficiency, making strategic
the banking sector and ensuring a positive experience for decisions based on data and
customers, which in turn can translate into greater loyalty and analysis to optimize the cash
profitability for the bank. deposit units system of a bank.
Practical implications of Assumptions used to
the results obtained address the problem
Among the practical implications of the The assumptions used to address
results obtained in the study on the the problem included the need to
application of queue analysis, the increase the number of servers in
importance of increasing the number of the cash deposit unit, promote
servers in a bank’s cash deposit units to division of labor, minimize lunch
reduce customer waiting times and breaks, and reward exceptionally
associated costs stands out. Likewise, the hardworking employees with
addition of additional counters is revealed bonuses. In addition, it was
as an effective strategy to improve assumed that customers would be
operational efficiency and customer left without service if they waited
satisfaction in bank branches. These beyond a certain period, especially
findings underline the need to balance on busy days like Mondays and
customer satisfaction with operational Fridays. These assumptions were
efficiency, which implies making strategic fundamental in assessing the
decisions based on data and analysis to optimal level of service and
optimize the queue system in banking improving the efficiency of the
environments. queue system in the studied bank
The implementation of these practical recommendations
branch.
derived from the research can have a significant impact
on the customer experience in bank branches. By
reducing waiting times and improving efficiency in the
cash deposit service, banks can increase customer
satisfaction, which in turn can translate into greater
loyalty and user loyalty. In addition, by optimizing
resources and reducing operating costs through proper
queue management, financial entities can improve their
profitability and competitiveness in the market.
