Analysis of Post Covid-19 Lockdown Offline-Customer Service Delivery in Access Bank Akwanga Branch: A Queuing Theory Approach

Abstract

Queues are formed when different people require similar services in the same place and at the same time interval, especially when current demand exceeds the current capacity to serve. In this paper, we present a post COVID-19 lockdown analysis of the offline-customer delivery unit of Access Bank Akwanga Branch using Queuing theory. We develop a suitable model for the system and used the quantitative method for the analysis, with the primary data obtained from observation. Results from the analysis show a reduction in customers’ waiting time, thereby encouraging COVID-19 preventive measure of social distancing; increasing the number of servers in the customer care unit causes a decrease in the average waiting time of customers in queue as well as in the system, implying an automatic adherence to COVID-19 safety measures. This means that Queuing theory improves customers waiting time as well as encourages social distancing.