This paper investigates how technology influences banks’ efficient service delivery and reduces customers’ average waiting time in obtaining services in a commercial bank at Obafemi Awolowo University. The Direct non-participatory observation was adopted to record time measurements and primary data. The time measurements were based on customers’ arrival times to the banking hall and the service times of the customers who arrived at the bank between the hour of 12.00pm and 1.00pm which have been previously observed to be the bank’s peak period. Data were fitted into the model and the results computed and analyzed. The findings of the study show that both arrival of customers and service time rate of servers follow a poisson exponential probability distribution, respectively. The results reveal that the mean service rate, the mean time spent in the queue by a customer, and aggregate service rate in the system by a customer are substantially reduced and the waiting line is short in a technology driven bank. The study concluded that only technology driven services can reduce customers’ waiting time and improves efficient service delivery systems in Nigerian modern banking.
| Published in | International Journal of Finance and Banking Research (Volume 2, Issue 6) |
| DOI | 10.11648/j.ijfbr.20160206.11 |
| Page(s) | 185-192 |
| Creative Commons |
This is an Open Access article, distributed under the terms of the Creative Commons Attribution 4.0 International License (http://creativecommons.org/licenses/by/4.0/), which permits unrestricted use, distribution and reproduction in any medium or format, provided the original work is properly cited. |
| Copyright |
Copyright © The Author(s), 2016. Published by Science Publishing Group |
Waiting Lines, Technology, Banks’ Services, Poisson Distribution
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APA Style
Philip Olawale Odewole. (2016). Waiting Lines, Banks’ Effective Delivery Systems and Technology Driven Services in Nigeria: A Case Study. International Journal of Finance and Banking Research, 2(6), 185-192. https://doi.org/10.11648/j.ijfbr.20160206.11
ACS Style
Philip Olawale Odewole. Waiting Lines, Banks’ Effective Delivery Systems and Technology Driven Services in Nigeria: A Case Study. Int. J. Finance Bank. Res. 2016, 2(6), 185-192. doi: 10.11648/j.ijfbr.20160206.11
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Download@article{10.11648/j.ijfbr.20160206.11,
author = {Philip Olawale Odewole},
title = {Waiting Lines, Banks’ Effective Delivery Systems and Technology Driven Services in Nigeria: A Case Study},
journal = {International Journal of Finance and Banking Research},
volume = {2},
number = {6},
pages = {185-192},
doi = {10.11648/j.ijfbr.20160206.11},
url = {https://doi.org/10.11648/j.ijfbr.20160206.11},
eprint = {https://article.sciencepublishinggroup.com/pdf/10.11648.j.ijfbr.20160206.11},
abstract = {This paper investigates how technology influences banks’ efficient service delivery and reduces customers’ average waiting time in obtaining services in a commercial bank at Obafemi Awolowo University. The Direct non-participatory observation was adopted to record time measurements and primary data. The time measurements were based on customers’ arrival times to the banking hall and the service times of the customers who arrived at the bank between the hour of 12.00pm and 1.00pm which have been previously observed to be the bank’s peak period. Data were fitted into the model and the results computed and analyzed. The findings of the study show that both arrival of customers and service time rate of servers follow a poisson exponential probability distribution, respectively. The results reveal that the mean service rate, the mean time spent in the queue by a customer, and aggregate service rate in the system by a customer are substantially reduced and the waiting line is short in a technology driven bank. The study concluded that only technology driven services can reduce customers’ waiting time and improves efficient service delivery systems in Nigerian modern banking.},
year = {2016}
}
TY - JOUR T1 - Waiting Lines, Banks’ Effective Delivery Systems and Technology Driven Services in Nigeria: A Case Study AU - Philip Olawale Odewole Y1 - 2016/12/10 PY - 2016 N1 - https://doi.org/10.11648/j.ijfbr.20160206.11 DO - 10.11648/j.ijfbr.20160206.11 T2 - International Journal of Finance and Banking Research JF - International Journal of Finance and Banking Research JO - International Journal of Finance and Banking Research SP - 185 EP - 192 PB - Science Publishing Group SN - 2472-2278 UR - https://doi.org/10.11648/j.ijfbr.20160206.11 AB - This paper investigates how technology influences banks’ efficient service delivery and reduces customers’ average waiting time in obtaining services in a commercial bank at Obafemi Awolowo University. The Direct non-participatory observation was adopted to record time measurements and primary data. The time measurements were based on customers’ arrival times to the banking hall and the service times of the customers who arrived at the bank between the hour of 12.00pm and 1.00pm which have been previously observed to be the bank’s peak period. Data were fitted into the model and the results computed and analyzed. The findings of the study show that both arrival of customers and service time rate of servers follow a poisson exponential probability distribution, respectively. The results reveal that the mean service rate, the mean time spent in the queue by a customer, and aggregate service rate in the system by a customer are substantially reduced and the waiting line is short in a technology driven bank. The study concluded that only technology driven services can reduce customers’ waiting time and improves efficient service delivery systems in Nigerian modern banking. VL - 2 IS - 6 ER -
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