Point Queue Analysis of Customers Services in South - Western Nigeria
DOI:
https://doi.org/10.33003/fjs-2026-1020-5767Keywords:
Point Queue Analysis, Queuing Theory, Customer Waiting Time, M/M/c Model, Banking Operations, Service EfficiencyAbstract
Long wait times and congestion are still problems in Nigerian banking rooms, despite improvements in digital banking services. With a focus on M/M/1 and M/M/c queuing models, this study used point queue analysis to assess the effectiveness of customer service delivery in South-Western Nigeria. Over the course of five weeks, organized observation was used to gather primary data on customer attendance, service, departure, and waiting times. 177 valid observations were examined using statistical and queuing methods following data cleaning. The mean service time was 45.271 minutes, indicating a service rate of 1.325 clients per hour per server, while the mean inter-arrival time was 10.243 minutes, indicating an arrival rate of 5.858 customers per hour. The mean system time was 60.17 minutes, but the empirical mean waiting time was 14.90 minutes. The current four-server system has a utilization rate of 1.105 under the M/M/c model, indicating an unstable system since demand outpaced service capacity. The system was stabilized and utilization was lowered to 0.884 when the number of servers was increased to five, but the anticipated waiting time was still rather high. With six servers, the average waiting time decreased to approximately 11 minutes and system time to about 57 minutes. The results further showed mean waiting times of 81.47, 8.66 and 1.92 minutes for four, five and six servers, respectively. The study concludes that the existing four-server configuration is inadequate, while increasing staffing and reducing service-time variability can substantially improve service efficiency and customer satisfaction.
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Copyright (c) 2026 Emmanuel Kayode Shobanke, Olanrewaju Olumide Adekola
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