Simulation of Queueing System for Commercial Bank in University: Case Study of Bangkok Bank at King Mongkut's University of Technology North Bangkok

Abstract

The Bangkok Bank at King Mongkut's University of Technology North Bangkok (KMUTNB) has always been crowded, so the waiting time for each customer to be served has become a major concern. In this study, the current queueing system with a single queue and three service channels is considered by collecting the data in three periods, 8:30 a.m.–10:30 a.m., 11:30 a.m.-1:30 p.m. and3:30 p.m.–5:30 p.m. from 2nd September to 27th November 2015. Moreover, the new queueing systems are considered by increasing or decreasing the service channels and changing the queueing structure from single queue to multiple queue. The average waiting time, the average total time, the average queue length and the average work in process are considered as the key performance measures in order to show the efficiency of the service. The simulation results, by using the Arena program, show that the appropriated service for the first time period, 8:30 a.m.–10:30 a.m., is the queueing system with the single queue and three service channels. In addition, the appropriated service for the second time period, 11: 30 a.m.–1:30 p.m., is the queueing system with the single queue and four service channels. Finally, the appropriated service for the third period, 3:30 p.m.–5:30 p.m., is the queueing system with a single queue and two service channels.