Queuing Theory and Customer Satisfaction: A Review of Performance, Trends and Application in Banking Practice (A Study of First Bank Plc Gwagwalada, Abuja Branch)

Abstract

Queuing theory is the formal study of waiting in line and is an entire discipline in operations management. This article will give the reader a general background into queuing theory, its associated performance, and it relationship to customer satisfaction in banking sector. Queuing theory has been used in the past to assess such things as staff schedules, working environment, productivity, customer waiting time, and customer waiting environment. In banks, queuing theory in assessing a multitude of factors such as withdrawal and deposit, customers waiting time, customer time, and staffing level has been a major problem. The study uses regression analysis and model with the help of SPSS in analyzing the data collected through primary and secondary means. The study find out that most customers in banks are not satisfy base on the queue they experience before been attended to and it was base on this that the study recommended an effective and efficient application of queuing theory which can be of particular benefit in banks with high-volume out-customer workloads and/or those that provide multiple points of service. By better understanding queuing theory, service managers can make decisions that increase the satisfaction of all relevant groups-customers, employees, and management.

Keywords: Bank, Customer, satisfaction, queuing, Performance