Improving operational efficiency of bank sector using simulation techniques

In highly competitive world, degree of customer satisfaction through best service is one of the most influencing parameter for the survival of organizations. Banking sectors are giving special attention of best quality service to customer in their daily operations. Numbers of customers in queue, customer waiting time, service time, nature of customer service, inter-arrival time of customer entering to the system are the significant factors which play important roles in customer perception about the quality of service. This study has made an attempt to investigate and proposed best possible service alternatives to the case study - commercial bank of Ethiopia using computer aided simulation models. From this study, we proposed four different configuration studies and improvement in terms of average utilization rate of counters and average waiting time that customers were examined.