مجلة أداء المؤسسات الجزائرية
Volume 10, Numéro 2, Pages 209-220
2022-01-22

The Contribution Of (atms) System To Improve Banking Services Case Study: Alegrian National Bank (b.n.a) Ouargla Agency

Authors : Temmar Azzeddine . Mehammedi Azzeddine .

Abstract

This paper investigates how optimization methods improve banks service delivery through reduces customers’ average waiting time in obtaining services at Algerian National Bank (B.N.A), Ouargla Agency. The time measurements were based on customers’ arrival times to the banking hall and the service times of the customers who arrived at the bank between the hour of 9.15am and 12.30 which have been previously observed to be the bank’s peak period. The conclusion was reached that provision for one additional ATM will enable to minimize customer waiting time and improve service rate. The analysis of the queuing system shows that the number of ATMs was not adequate for the customer’s service. It observed that they need 2 ATMs instead one at present.

Keywords

quantitative methods, Automatic Teller Machines, Queuing theory, Poisson distribution.