A SIMULATION MODEL FOR CUSTOMER FLOW ANALYSIS IN A COMMERCIAL BANK IN NIGERIA

Abstract

In view of competitiveness and increasing search for improved services in Nigerian commercial banks, there are some organizational changes necessary to facilitate this fate. Recently, the possibility of applying operational research techniques, more specifically computer simulation, was raised to address the problem of customer queues at bank branches. No bank has been punished with a fine if there are customers waiting for more than a certain period of time in the queues to be served. The solution to the problem sought to offer customer-care to the crowd in all bank branches in Nigeria. In view of this, the present work proposes a computer simulation model to study the flow of customers in a branch of the bank. This model simulates service capacity and time in the face of various hypothetical scenarios to which a bank branch may be subject using the Rockwell Automation Arena® v15 software. The results make it possible to evaluate new policies for increasing the quality of service and compliance with easy customer-care operational service. The generated scenarios were evidence alternatives that would reduce waiting times with only a few minor alterations. Thereby allowing the service with maximum waiting time the standards required.

Keywords

• Simulation,commercial-banks,queuing,Arena

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