DETERMINATION OF OPTIMAL NUMBER OF SERVERS IN FIRST CITY MONUMENT BANK, MINNA, NIGER STATE, NIGERIA

Abstract

It is a common knowledge that most customers in Nigeria spent lot of their useful times in commercial banks queues before being served. Hence, the need to use scientific techniques to determine optimal number of banking personnel (Servers) at different units of First City Monument Bank (FCMB) Minna branch become imperative to reduce waiting time. In this thesis, a network queuing model that determines optimal numbers of servers at the nodes of the Bank network queuing system is presented. The relevant data were collected for a period of four (4) weeks, through direct observations and personal interview. The number of arrivals and departures were also obtained. The total expected waiting time of customers in the current system before modification was 52 minutes with total number of 11 servers in the system while the total new expected waiting time of the customers in the system after modification was reduced to 11 minutes with optimal number of 17 servers (personnel) in all the nodes. The study has determined optimal number of servers (personnel) at the nodes of the bank network system. Result from this study is important information to the management of the First City Monument Bank, Minna branch for efficient and better service delivery.