Analysis of Expected, Actual Waiting Time and Service Delivery: Evidence from Nigeria Banking Industry

Abstract

Queues are common sight in bank these days especially on Mondays and on Fridays. Hence queuing theory which is the mathematical study of waiting lines or queue is suitable to be applied  in the banking sector since it is associated with queue and waiting line where customers who cannot be served  immediately have to queue(wait) for service. The aim of this paper is to determine the expected time a customer likely to spend in bank, the actual waiting time and service delivery time. The primary data were collected from First Bank of Nigeria plc, Osogbo, And Osun State South West Nigeria. The data were collected based on the arrival pattern and service pattern of customers. Data were collected using personal observation and the recording was taken from Monday to Friday mostly during the peak period. Poison Distribution approach was used for data analysis.