Statistical Analysis on the Waiting Line System in Automated Teller Machines (ATM): A Study of Fidelity Bank Plc, Service Point, Plateau State, Nigeria

Abstract

The purpose of this paper is to find out the operating characteristics of the ATM service point of the Fidelity bank Plc, plateau state. Specifically, a computer package (MS60) was used for analyzing the data. Results obtained from the analysis showed the traffic intensity (ρ) to be 0.96, which indicated that the service facility is highly utilized. The average length of the queue was found to be 21 while the average waiting time in the queue was 1.10 hours. On the basis of this investigation, the conclusion was made that the service utility is highly utilized, implying that there are more customers than the service point can accommodate thus giving rise to the lengthy customer waiting time. It is recommended that one additional ATM be deployed to the bank's premises so as to minimize customer waiting time and to also increase the service rate.