1Jomo Kenyatta University of Agriculture and Technology-Kigali Campus, Department of Applied Statistics, P.O. Box 3373, Kigali-Rwanda
2University of Rwanda, College of Science and Technology, P.O. Box 62,000–00200, Nairobi, Kenya
Online published on 26 October, 2017.
The long waiting time in banking hall may cause dissatisfaction to the customers; therefore the quit of the customers, almost all banks in Rwanda exercise multi-channel queuing system to provide services. In this research we use the multichannel queuing model to measure the service performances of Banque Populaire du Rwanda Kimironko branch which is taken as case study of this research. The researcher provides the necessary information to the bank managers on what can be done to reduce the long waiting time of the customers. Through observation data have been collected in ten days which are the peak days of the month i.e. the end and the start of the month. The research also analyzes the waiting lines of Banque Populaire du Rwanda by compare the incoming customer of the first 30 minutes of every peak day of the month. The study have found that the average arrival customers (λ) is 128 customers per hour and the average service rate of (μ) is 21 customers, The utilization rate of the system is 1.527 which means that the tellers are busy 152.7% of the time, on 30th and 30th of the month are the days which rank first among other peak days of the month only in 30 first minutes the banking hall has almost 45 customers waiting for services. To reduce the long waiting of the customer in Bank, the number of servers should be increased especially in the peak days of the month
Queue, Multichannel, waiting time, arrival customer, service rate, utilization rate
