Abstract:
Abstract—The banking industry has seen a revolutionary
moment in adopting mobile banking technology in the last few
years. The technology has contributed to many customers
keeping off the banking hall for basic and routine transactions.
This has largely been attributed to the convenience of mobile
banking, including time management and increased privacy.
However, there are still times when a bank conducts large-scale
service provision for many people. For example, a payment
agency contracted by the government to disburse funds to a
section of the citizens may require that money be channeled only
through a particular bank. If the period for such a requirement
is limited, there is likely to be pressure on both the bank and the
would-be customers because of long queues. For cases like that,
there is a need to simulate possible scenarios and plan to avoid
delays and frustrations for both parties. This work proposes a
queue simulation model that can be used to forecast the number
of bank staff that can be deployed for such a scenario vis a vis
the expected number of customers seeking service. Results have
shown that the simulation model can help the bank management
make optimal choices that will avoid waste in the form of human
or financial resources.
