Modeling and Analysis of Queuing Systems in Banks: (A Case Study of Banque Commerciale du Congo-BCDC/Mbujimayi)

This study examined the application of queue theory in the banking system in Democratic Republic of Congo, with particular reference to BCDC (Banque Commerciale du Congo)/Mbujimayi. The queuing characteristics of the bank were analyzed using a Multi-Server Queuing Model. The obvious implication of customers waiting in long and winding queues could result to prolonged discomfort and economic cost to them; however increasing the service rate will require additional number of tellers which implies extra cost to management. Data for this study was collected at BCDC bank for one week through observations and was formulated as multi-server single line queuing model. The data was analyzed using TORA optimization Software as recommended software for operational research. The performance measures of different queuing systems were evaluated and analyzed. The results of the analysis showed using a six-teller system was better than a five in terms of average waiting time.