Track: Undergraduate Student Paper Competition

Abstract

This study applies queuing theory approach to improve service quality of banking systems in Laguna, Philippines. Banking industry has been affected by the pandemic but, in comparison to other industries such as food, clothing, etc., it has been affected in other factors such as establishment capacity, and service quality. The researchers used data observed from 9:00am - 3:00pm, which was analyzed using Inferential Statistics and Queuing Theory. Results show that waiting time for customers (Senior/PWD) significantly differs from waiting time of regular customers. In addition, since the bank has 2 operational counters, it showed no significant difference between the waiting and service time of the 2 counters unless Senior/PWD citizens are served. Last, the type of probability distribution of the waiting, service, and total time in the system was determined using ProModel 2016’s Autofit function. Initially, the type of probability is lognormally distributed, however since exponential probability is included in the top three, the data was deduced to fit as exponentially distributed. Even without simulation testing, queuing analysis could be applied. It is recommended to utilize additional counter for all transactions where the management may continue the use of existing queuing behavior but with the reduction of waiting time.