Analysis of the queue system in teller services: A case study of bank operations

Abstract

This research aims to analyze the queuing system model in the service process at a bank branch to improve service quality, particularly the speed of teller transaction processing, which affects customer queues and public perception of bank services. This study employs a quantitative approach with data collection techniques including observation, interviews, and documentation. The collected data were processed using POM-QM for Windows version 5.3 software—a tool designed to assist management decision-making in production and operations management. The results are presented as ogive curves. By evaluating the number of available tellers and the number of customers requiring service, this research seeks to establish an optimal balance between queue length and waiting time to provide maximum efficiency. The results indicate that the bank employs a multi-channel single-phase queuing model (M/M/S), characterized by multiple service lines with three tellers operating simultaneously and a single service stage that customers navigate after taking a queue number. The queue number distribution system operates optimally, as security guards demonstrate alertness and efficiency in managing customers. The configuration of three tellers proves sufficient to prevent overcrowding, chaos, or excessive queues, maintaining an effective balance between service capacity and customer demand