ABSTRACT
The endless customers waiting for service deliver in Nigerian banking halls in a phenomenon that bothers both the management of banking institution and optimum balance between the cost of making customer to wait for service and the cost of providing additional service.
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Some studies have claimed that service improvement can be achieved by increasing the number of servers, but to what extent can this be minimized overall total cost? This study examines the validity of this claim by comparing the performance of a single channel with multi-channel system, in achieving cost reduction and customer satisfaction objectives using Guaranty Trust Bank of Nigeria Plc.
The study reveals a preference for a multi-channel system, it determines a limit to its usage and make recommendation for improvement in service delivery.
TABLE OF CONTENTS
Title page
Certification
Dedication
Acknowledgement
Table of contents
Abstract
CHAPTER ONE
Introduction
1.1 Background of the study
1.2 Statement of the study
1.3 Research questions
1.4 Research hypotheses
1.5 Purpose of study
1.6 Significance of study
1.7 Delimitation/Scope of the study
1.8 Limitation of the study
1.9 Definition of terms
CHAPTER TWO
Literature review
2.1 Introduction to the study
2.2 Current literature review
2.3 Relevant theories/review
2.4 Summary of the chapter
CHAPTER THREE
Methodology
3.1 Research method/design
3.2 Population of the study
3.3 Sample/sampling technique
3.4 Method of data collection
3.5 Method of data analysis
CHAPTER FOUR
Data presentation, analysis, result and discussion of result/finding
4.1 Data presentation
4.2 Data analysis
4.3 Result presentation (performance measure)
4.3.For proper understanding (total actual findings)
4.4 Discussion of result/finding
CHAPTER FIVE
Summary, conclusion and recommendation
5.1 Summary
5.2 Conclusion
5.3 Recommendation/suggestion for further study
Reference
Appendices
CHAPTER ONE
INTRODUCTION
A common situation that occurs in everyday life is that of waiting in a line either at bus stops, petrol pumps, restaurants, ticket boots, doctor’s clinics, bank counters, traffic lights and so on.
Queues (waiting lines) are also found in workshops where the machines wait to be repaired at a tool crib where the machines wait to receive tools in a warehouse where items wait to be used, incoming calls wait to mature in the telephone exchange, trucks wait to be unloaded, airplanes wait either to take off or land and so on
In general a queue is formed at a production/operation system when either customers (human beings or physical entities) requiring service wait because number of customers exceeds the numbers of service facilities, or service facilities do not work efficiently/take more time than prescribed to serve a customers.
Queuing can be applied to a variety of situations when it is not possible to accurately predict the animal rate (or time) of customers and services rate (or time) of service facility or facilities.
In particular, it can be used to determine the level of service (either the service rate or the number of service facilities) that balances the following two conflicting costs:
- Cost of offering the service
- Cost of incurrement due to delay in offering services.
The first cost is associated with the service facilities and their operation, and the second represents the cost of customers waiting for service.
Obviously, an increase in the existing service facilities would reduce the customer’s waiting time.
Conversely, decreasing the level of service would result in long queue(s). This means an increase in the level of service increases the cost of operating services facilities but decreases the cost of customers waiting for service.
The diagram below show or illustrates both types of cost as a function of level of service. The combined cost of service and customer waiting cost is U-shaped because of their trade-off relationship. The total cost is minimized at the lowest point of the total cost curve. The level is one that minimizes the sum of the two costs.
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