An appraisal of cost of queuing in Nigerian banking sector, a case study of first bank of Nigeria Plc; Ilorin branch
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Date
2004
Authors
Journal Title
Journal ISSN
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Publisher
Faculty of Business and Social Sciences, University of Ilorin
Abstract
The endless customers waiting for service delivery in Nigeria banking halls is a phenomenon that bothers both the management of banking institutions and the customers alike. Thus the need to optimize total operating cost by determining the optimal balance between the cost of making customers to wait for service and the cost of providing additional service. Some studies have claimed that service improvement can be achieved by increasing the number of servers, but to what extent can this be done to minimize overall total cost? This study examines the validity of this claim by comparing the comparing the performance of a single channel with multi – channel queuing models in achieving cost reduction and customer satisfaction objectives using the First Bank of Nigeria Plc, Ilorin Branch as a case study. The study reveals a preference for multi-channel system determines a limit to its usage and makes recommendations for improvement in service delivery.
Description
Keywords
Queuing, cost, Appraissal, bank
Citation
1. Olaniyi, T.A. (2004): An appraisal of cost of queuing in Nigerian banking sector, a case study of first bank of Nigeria Plc; Ilorin branch. Ilorin Journal of Business and Social Sciences. 9 (1&2); 139- 145