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Abstract

Queues or waiting lines arise when the demand for service exceeds the capacity of a service facility. One of the major challenges bank customers encounter in banks is the waiting lines in automated teller machines (ATMs). This study formulated a Multi-Server Queue Model (M/M/C) for Queue Management in Banking ATM. The performance level of a typical bank ATM has been effectively investigated using the M/M/S queuing model. It was observed that the busy time of the machine is 2.6 h while the idle time is 7.4 h in the 10 h of banking time which is attributed to the availability of many servers in the system. The utilization factor is 0.26 or 26.0% shows that the service delivery of the machine is very efficient and there is no urgent need for an additional server. The researcher thereby recommended that banks should consider the use of the queue model to test the performance of waiting lines in the ATMs.