MASTERS THESIS MWELWA J LUNGU - Marked Thesis

THE ZAMBIA CATHOLIC UNIVERSITY
FACULTY OF BUSINESS MANAGEMENT AND FINANCE
POST GRADUATE PROGRAMS – MASTER OF BUSINESS

ADMINISTRATION (MBA)-STRATEGIC MANAGEMENT
An Assessment of the Effectiveness of the Bank Queuing System (BQS)

Management on customer Satisfaction: A Case Study of Zambia National
Commercial Bank Plc – Kitwe Industrial Branch
BY
Mwelwa Jean Lungu-P17005
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DECLARATION
I, Mwelwa Jean Lungu do hereby declare that this thesis is a product of my own. I have consulted
the work of other people and organizations during the production of this document and they have
all been dully acknowledged.
Signature....................................... Date…………..........................
Signature ..................................... Date..........................................

(Supervisor)
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DEDICATION
I dedicate this project to God Almighty who has been my source of Inspiration and strength. I also
dedicate this work to my husband, Wazi for being there to provide encouragement. To my
Children Lubuto and Mutende for staying at home without anyone to call Mum. I want them to
know that nothing worth having ever comes easy. It all calls for hard work and sacrifice
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ACKNOWLEDGEMENTS
My deepest gratitude goes to God who has been there for me right through out my programme of
Study.
I appreciate the Vice Chancellor of the Zambia Catholic University for nurturing the vision of the
University and who has also shown exemplary qualities of Leadership and for according me a
chance to study as I served the University as Finance Administrator.
I appreciate the Acting Dean Faculty of Business Management and Finance Mr Martin Musonda
for providing guidance and encouragement. My appreciation goes to the Acting Registrar
(Academics) Mr Ambulaya Motela one of the simplest people I have ever met.
Deepest appreciation to Mrs Mooto for the ever ending support and encouragement and for
holding each others hand when things seemed to be tough.
I cannot forget to thank Prof John Lungu for playing a part.
Sincere appreciation also goes to my supervisor Dr Stephen Mpembele
Utmost regard to my Parents Prof John Lungu and Racheal k Lungu who laid the foundation for
my Education and giving me guidance in all that it takes.
I am and will forever be grateful to my loving husband Wazi Lupili. Words can seem so
inadequate to express what is in the heart. A big thank you to all my MBA classmates and friends
who played a part in this project.
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ABSTRACT
This study seeks to assess the effectiveness of the adopted queuing methods by banks in order to
improve the efficiency with which customer needs are served. The study will adopt ZANACO
Bank Plc – Kitwe Industrial Branch as the target sample space. The rationale behind such a
selection follows the increase in customer complaints on the service time related to service
delivery by the bank. This study will seek to initially investigate the current mode the bank used
to serve customers and ascertain its impact on customer satisfaction.
The independent variables are the length of queues, the numbers of service personnel and the
amount of time per transaction. The dependent variable is customer satisfaction. The study seeks
to reduce service rate. Reduction in service rate will reduce the time one takes in a bank thus
reduce the traffic and improve on customer satisfaction.
Most of the studies reviewed show that queue systems are inevitable in institutions whose service
rate (supply) is lower than the demand for the service. This implies that others will have to wait as
other customers are being served. This gives rise to the queue theory. Financial institutions are
commonly filled with such scenarios. This limits service delivery and at times may affect the
financial performance of the firm. This study seeks to assess at the end of analysis the
effectiveness of the queuing system on customer satisfaction in order to improve efficiency.
The data obtained was be measured and assessed using three main mathematical models, the
possession probability distribution in estimation bank population (number of clients entering the
bank per time frame t), the regression equation to develop a relation between the factors sought
and calculus to optimize the model obtained.
The study found that respondents wait for than 10 minutes on a queue as they are waiting to be
attended to, and that it takes about 5 – 10 minutes to attended to a respondent on the queue. The
study also found there are very low satisfaction levels in relation to the manner in which the
respondents are served. Generally, the queuing system at Zanaco was rated as inefficient as shown
in the data presentation. This is due to slow progression of the que as there are a few number of
tellers present. The study recommended that ZANACO should adopt de-queuing techniques to
help reduce traffic.
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DEFINITION OF TERMS AND ACRONYMS
FCFS First Come, First Served.

LCFS Last Come, First Served. This illustrates a reverse order
service given to customer versus their arrival.
Multiple Line and Single Server This situation involves only one server attending multiple
waiting lines
Multiple Lines and Multiple Servers Multiple servers and multiple waiting lines, in which each
line is served by a single server
Parameter The estimated coefficients of the independent variables of
the model, they show the change in the dependent variable
when the independent variable is varied by 1 unit in an
explicit model.
PD Priority Discipline
Queue A collection of items in which only the earliest added item

may be accessed. Basic operations are added (to the tail) or
enqueue and delete (from the head) or dequeuee
Single Line and Multiple Servers Customers enter the system and line up in a single queue
based on their arrival
Single Line and Single Server Customers enter a system, get priority in terms of their
arrival and get served by one single server.
ZANACO Zambia National Commercial Bank
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Table of Contents
DEDICATION...............................................................................................................................iii
ACKNOWLEDGEMENTS..........................................................................................................iv
ABSTRACT.....................................................................................................................................v
DEFINITION OF TERMS AND ACRONYMS.........................................................................vi
LIST OF TABLES..........................................................................................................................x
LIST OF FIGURES.......................................................................................................................xi
CHAPTER ONE: INTRODUCTION AND BACKGROUND TO THE STUDY..................12
1.0 Introduction.........................................................................................................................12
1.1 Background on The Zambia National Commercial Bank (Zanaco)..............................15
1.2 Statement of the Problem...................................................................................................17
1.3 General Objective...........................................................................................................18
1.4 Research Questions.........................................................................................................19
1.5 Significance of the Study.....................................................................................................19
1.6 Scope of the Study...............................................................................................................20
1.7 Research Hypothesis...........................................................................................................20
1.8 Divisions of the Dissertation...............................................................................................21
CHAPTER TWO: LITERATURE REVIEW............................................................................22
2.0 Introduction.........................................................................................................................22
2.1 Related literature.................................................................................................................22
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2.2 Related studies.....................................................................................................................26
2.4 Similarities and differences of this study and those reviewed.........................................28
2.5. Critique of literature review..............................................................................................29
2.6 Theoretical Framework......................................................................................................30
2.6 Conceptual Framework......................................................................................................31
CHAPTER THREE: RESEARCH DESIGN AND METHODOLOGY.................................32
3.0 Introduction.........................................................................................................................32
3.1 Research Design...................................................................................................................32
3.2 Population Description........................................................................................................33
3.3 Description of Sample and Sampling Procedure..............................................................33
3.5 Research Instruments.........................................................................................................34
3.6 Data collection procedure...................................................................................................34
3.7 Data analysis procedure......................................................................................................34
3.8 Ethical Considerations.........................................................................................................35
3.9 Limitation to the Study........................................................................................................35
CHAPTER FOUR: DATA PRESENTATION AND ANALYSIS...........................................36
4.0 Introduction.........................................................................................................................36
4.1 Data Presentation................................................................................................................36
4.2 Data Analysis.......................................................................................................................45
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CHAPTER FIVE: FINDINGS CONCLUSIONS AND RECOMMENDATIONS................51
5.0 Introduction.........................................................................................................................51
5.1 Summary..............................................................................................................................51
5.2 Conclusion............................................................................................................................52
5.3 Recommendations................................................................................................................52
5.4 Recommendations for further research............................................................................53
REFERENCES.............................................................................................................................55
APPENDIX 1: QUESTIONNAIRE............................................................................................59
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LIST OF TABLES
Table 4.0: Age distribution of the respondents..........................................................................36
Table 4.1 : Duration of usage of Bill Muster..............................................................................39
Table 4.2: Duration in the dues...................................................................................................40
Table 4.3: Duration for a teller to serve.....................................................................................40
Table 4.4: Rating of ZANACO’s queue management system..................................................42
Table 4.5: Rating of experience of awaiting in the line.............................................................43
Table 4.6: Rating of the impact on the queue system adopted by Zanaco on customer
satisfaction.....................................................................................................................................43
Table 4.7: Model Summary.........................................................................................................45
Table 4.8: Analysis of variation...................................................................................................45
Table 4.9: Regression analysis output.........................................................................................46
Table 4.10 Recommended solutions for adoption......................................................................48
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LIST OF FIGURES
Figure 4.0: gender of the respondents.........................................................................................36
Figure 4.1: Type of occupation of the respondents....................................................................38
Figure 4.2: Frequency in access the bank services....................................................................39
Figure 4.3: Willingness for customers to wait............................................................................42
Figure 4.4: Number of tellers.......................................................................................................42
Figure 4.5: Reduction in waiting time.........................................................................................48
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CHAPTER ONE: INTRODUCTION AND BACKGROUND TO THE STUDY
1.0 Introduction
The Financial sector play an integral function in the economy. Commercial banks for example
play an important role in the financial system and the economy. As a key component of the
financial system, Commercial banks collect funds from savers and allocate to borrowers in an
efficient manner [ CITATION Fed01 \l 1033 ]. They provide specialized financial services,
which reduce the cost of obtaining information about both savings and borrowing opportunities.
These financial services help to make the overall economy more efficient.
The Zambian banking sector has been and remains oligopolistic. Before independence in 1964,
two foreign commercial banks dominated the banking sector namely Standard Bank and Barclays
Banks with the Grindlays Bank providing fringe competition. In 1965, the Zambia National
Commercial Bank (ZANACO) was established and followed by the Non-Bank Financial
Institutions such as the Post Office, the Zambia National Building Society (which was a merger
of building societies), the Zambia National Provident Fund and the Zambia State Insurance
Corporation (another merge of insurance companies).
Years later more private banks entered the market. Despite the entry of local banks, the banking
industry still remains uncompetitive. Most of the banks with the notable exception of ZANACO
are predominantly urban-based. The foreign banks continue dominating in terms of market share,
loans and advances, deposits and total assets. Such type of structure indicates that the banking
industry in Zambia is saturated. This structure does not favour the welfare of customers. As a
result, high banking costs are being borne by the depositors due to inadequate competition
prevailing in the country. This is evidenced by high interest costs.
There are currently 18 commercial banks operating in Zambia namely: Access Bank Zambia,
African Banking Cooperation Zambia Ltd, Bank of China, Barclays Bank Zambia Plc, Cavmont
Capital Bank Ltd, Citibank Zambia Ltd, Ecobank Zambia Ltd, Finance Bank Ltd, First Alliance
Bank Zambia Ltd, First National Bank Zambia Ltd, Indo-Zambia Bank Ltd, International
Commercial Bank Zambia Limited, Investrust Bank Plc, Stanbic Bank Zambia Ltd, Standard
Chartered Bank Zambia Plc, United Bank for Africa Zambia Ltd and Zambia National
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Commercial Bank Plc (Bank of Zambia, 2009). This study will focus on ZANACO Industial
branch.
Queuing is an approach that involves lining up of customers in the bank hall in order to be
served by bank personnel at each terminal (server). At any point in service time, customers
usually move to the desk for one enquiries or the other. This and other obstructions result in much
delay in terms of customers waiting time. It now becomes one of the challenges for banks, to be
able to manage the time spent by customers in the banking hall to remain competitive and satisfy
its customers at the same time [ CITATION Lek14 \l 1033 ].
The aim of this research is to minimize waiting time in queue by proper queue management and
thereby satisfying the customers. This research further assesses the effectiveness of the queuing
models that are currently implemented in ZANACO in achieving customer satisfaction at the
lowest cost.
Every relationship is a game and banker-customer relationship is not an exception. The corporate
objective of any bank which is maximization of shareholders’ wealth can only be achieved if
customers are retained and satisfied.
According to [ CITATION Kot99 \l 1033 ], the key to successful marketing of financial services
is identification and packaging of customers’ needs to their satisfaction. Bank customers have
become increasingly demanding, as they require high quality, low priced and immediate service
delivery. They want additional improvement of value from their chosen banks[ CITATION Lek14
\l 1033 ]
1.0.1 Types of Queuing

Long queues are a big alarm sign for banks and also for the customers. They explain the quality of
service and also companies initiative towards making customer experience more favourable.
In the retail banking industry, queuing remains one of the most common reasons for customer
dissatisfaction. Despite technological advances such as online and mobile banking, customers still
complain about their bank [ CITATION Art15 \l 2057 ].
The Number of Waiting Line systems can have single or multiple lines. Banks often have a
single line for customers. Customers wait in line until a teller is free and then proceed to that
teller’s position. Other examples of single-line systems include shopping counters such as
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Shoprite and Mobile call centres. The advantages of using a single line when multiple servers are
available are the customer’s perception of fairness in terms of equitable waits. That is, the
customer is not penalized by picking the slow line but is served in a true first-come, first-served
fashion. The single-line approach eliminates shunting behaviour. Finally, a single-line, multiple-
server system has better performance in terms of waiting times than the same system with a line
for each server.
The multiple-line configuration is appropriate when specialised servers are used or when space
considerations make a single line inconvenient. For example, in Banks, some lines are express
lines depending of quantity of cash or whether it is a check or cash transaction. Using express
lines reduces the waiting time for customers making smaller purchases. Examples of single- and
[CITATION MWA11 \l 1033 ]

One of the factors influencing consumers' perception on service quality is the efficiency of
waiting systems. The waiting time is inevitable in the case of random requests. Thus, providing
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the capacity for a sufficient service is needed, but it involves high costs. This is the premise from
which the queuing theory starts in designing service systems.
1.0.2 Purpose of the Queue Management system

The queue management systems are specially designed for banks allowing them to reduce queue
lengths and increase staff productivity, operational efficiency and in turn satisfying the customers.
In recent years, the banking industry has transformed and banks are now competing for a higher
share of customers wallet. This can only be achieved if banks provide exceptional service with a
delightful customer experience[ CITATION Art15 \l 2057 ].
Since 2007, queuing issues in banks have raised widespread concern in public opinion and the
level of service of the domestic banking industry has been questioned. The queuing-up issues in
banks is a matter which has been adopted by several studies and firms, particularly in a number
of large nationalized banks, but has never been resolved. On one side, customers complain about
the service waiting time taking too long. In addition, some VIP customers are given high priority;
on the other side, the bank tellers always have an intense pressure from customers and they
complain that the customers do not understand them. Consequently [CITATION MWA11 \l 1033
], customers’ waiting time becomes an essential factor which impacts assessing quality and
market competitiveness for a bank. In a summary, Zambia’s commercial banks need to work on
their queuing systems in order to achieve customer satisfaction.
1.1 Background on The Zambia National Commercial Bank (Zanaco)
Zambia National Commercial Bank is one of the first banks to be established in Zambia. It was
established by the merger of the National Commercial Bank and Commercial Bank of Zambia in
1975. The Commercial Bank of Zambia was incorporated in Zambia in 1965 to take over the
business previously transacted by the Netherlands Bank of South Africa Limited. The National
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Commercial Bank was incorporated in 1969 as the first wholly owned indegenous bank (Bank of
Zambia, 1984). ZANACO was established by the government of the Republic of Zambia to
foster national development and has over the years been and continues to be instrumental to the
country’s progress through various achievements. It has since evolved into a leading bank
nationwide.
Zanaco has invested substantially in a versatile banking information technology platform. The
bank offers various self-service banking technologies from ATMs, POS (Point of Sale) terminals,
Zanaco Bill Muster, Internet banking and Xapit instant banking which, with the use of a mobile
phone; bill payments, transfers and the buying of airtime can be done (Zambia National
Commercial Bank, 2010). Zanaco is well placed to respond to the diversity of Zambian society
with a national presence of 56 branches and agencies nationwide and the development of new
exciting e-commerce products (Ministry of Commerce, Trade and Industry, 2010).
ZANACO has a large customer base and usually has over population of walk in clients which has
led to massive queues in their branches. Tthe queues are only seasonal and the bank has invested a
lot in systems that will deal with electronic payments such as;
 E-commerce
 Zanaco Express
 Xapit
 Online Banking
The bank has by all means tried to reduce these queues by introducing more services such as
mobile banking, and Zanaco express branches[ CITATION ZAN19 \l 2057 ].
Zanaco installed a queue management system at the Kitwe business centre which, however failed
to operate and has thus been removed. Management was of the view that it was slowing down the
work flow considering the huge number of clients that Zanaco services. According to
Management, the system was slowing the management of customer’s turnaround time as cashiers
need to log into two services system and it turned out the machine was slowing the queue
management and as such it has never been installed at the Zanaco Industrial branch.
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In the year 2019, the bill Muster Customers were relocated from the main branches such as
Mukuba Mall and Kitwe Business Centre. They have relocated them to Kitwe Industrial branch
and CBU Agency respectively. Bill Muster customers account for 80% of the Customers
population at Zanaco. This has not solved the problem of Queues at Zanaco as the Industrial
branch has remained congested.
BREAK DOWN OF ZANACO BILL MUSTER CUSTOMERS POPULATION
Kitwe
3500
3000
2500
2000
1500
1000
500
0
Kitwe indusrtrial CBU Agency Mukuba
customers
There are currently six branches handling the Bill Muster students on the Copperbelt.
1. Kitwe industrial Branch
2. CBU Agency Banking
3. Chingola Branch
4. Ndola West Branch
5. Mufulira Branch
6. Luanshya Branch
Despite the various products Zanaco has developed customers still prefer counter services
provided by the bank. In nearly all the products queuing is inevitable, hence the need to
investigate the queue Management system and how it can be tailored to optimizing the banks
operations and in turn satisfy the customers.
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1.2 Statement of the Problem
Banks provide a safe platform for corporations and individuals processing of business and
personal transactions[ CITATION WCr01 \l 2057 ]. The bank queue management system plays a
big role towards customer satisfaction. Without good customer satisfaction, the bank does not
only suffer brand impairment but also loses customers loyalty. It is important that a bank has in
place good queue management system in order to maintain its customer loyalty. If customers are
not satisfied because of poor queue management in a bank, the bank risks losing loyal customers,
losing potential customers, and subsequently,loss of profit, loss of reputation even of losing key
employees to competing banks. When a business does not receive complaints from customers, it
does not mean that all the customers are happy[ CITATION Goy08 \l 2057 ].
Customers silence is deadly for a business not only that thein terms of business loses the lifetime
value that these customers bring to the business but also the impact that these customers have on
business potential prospects. When customers complain they give a unique opportunity to fix the
issue and allows the business to make amendments and win those customers back and prevent the
complaint from happening in the future[ CITATION Ecc98 \l 2057 ]. This study will uses the
queuing theory to assess customer satisfaction at Zambia National Commercial Bank Kitwe
Industrial branch. The theory allows a mathematical study of the congestion and delays of waiting
in line by examining every component to do with customer service at ZANACO Kitwe Industrial
branch to develop more efficient queuing systems, processes, staffing solutions and arrival
management strategies and reduce customer waiting times and increase the number of customers
that can be served at the branch. The study will focus on the following as independent variables:
Customer average time in the queue, Customer average time on the server, average number of
customers in the queue for feedback and average number of customers who walk out of the bank
due to long queues.
Zambia National Commercial bank is faced with a problem of queues to the extent that this way
affects customer satisfaction. Customers complain about queues on a daily basis. Management of
the bank seem to be aware of the problem but the problem has not been documented.
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This paper study focuses on the bank Queuing system and the alternative queuing methods that
are used in banks to serve the customers more efficiently taking Zanaco Industrial Branch as a
case study.
There is no definite cause for this study.
1.3 General Objective
To assess the effect of Bank Queuing management System on customer satisfaction

From the general objective, the following specific objectives will guide the study
1.3.1 1.3.1 Specific Objectives

From the general objective, the following specific objectives will guide the study:
2. To evaluate the impact of long queues on the service rate
3. To determine the effectiveness of the adopted queuing system
4. To find out how the service rate affects customer satisfaction
5. To suggest ways to better manage the queues
Arising from the background and the statement of the problem, the following research questions
will were be considered;
1.4 Research Questions
1. What is the impact of long Queues on customer satisfaction?

2. What is the effectiveness of the adopted queuing methods by Zanaco Bank?
3. What is the impact of long queues on the service rate?
4. How can the queues be better managed?
1.5 Significance of the Study
The study seeks to explore alternative queuing methods that can be adopted by Zanaco Bank Plc
to improve service delivery and customer satisfaction, hence it is essential in all sectors that seem
to have a system of having a one to one means of service delivery. Such a system implies that
customer needs cannot all be met at a single goal, but instead through personalized service
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delivery, the following are some of the sectors that are bound to benefit from such a study in the
respective ways illustrated:
Private sector: Banks, schools and all institutions that have human persons heading the service
delivery sections will benefit from this study as it will have means in which one can effectively
optimize queues and lines.
Public Sector: Government offices such as the ministry of lands, the local councils and several
offices which are burdened with heavy queues that sometimes have no structure and order. This
study will illustrate tradition and non-tradition means in which such a problem can be solved.
1.6 Scope of the Study
The study was be geographically limited to Kitwe, The branch. The data to be collected will be
composed of cross -sectional responses from customers particularly the bill muster customers as
they account for 80% of the bank`s customers and members of staff essential to the queuing
methods adopted by the bank. Due to the cross-section nature of the data, the responses obtained
will be from one-time frame, on which inference shall be made both historical and in a predictive
sense. The data will also be composed of documented queuing methods adopted by the bank and
the intended results sought at implementation stage. The researcher has determined that such a
data set will be sufficient for the investigation of the research objectives. The research shall
cover a period of 6 months for which it must be concluded.
1.7 Research Hypothesis
This research tested three primary hypothesis labelled as H1, H2, H3 in relation to the three
variables included in the model of this research.
H1: Relationship between the bank queue systems adopted and service rate
 H1a: There is no significant relationship between the queue system adopted by Zanaco
and Service rate
 H1b: There is a significant relationship between the queue system adopted by Zanaco and
Service rate
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H2: Relationship between the bank queue systems adopted and effectiveness of queue
system
 H2a: There is no significance relationship between the queue system adopted by Zanaco
and effectiveness of queue system
 H2b: There is significance relationship between the queue system adopted by Zanaco and
effectiveness of queue system
H2: Relationship between the bank queue systems adopted and customer satisfaction
 H3a: There is no significant relationship between the bank queue system adopted by
Zanaco and Customer satisfaction
 H3a: There is no significant relationship between the bank queue system adopted by
Zanaco and Customer satisfaction
1.8 Divisions of the Dissertation
The study is organized into five (5) chapters.

Chapter 1: Introduction
Introduction gives a brief background to the study and the background of queue systems. The
chapter also presents the statement of the problem, objectives of the study, significance of the
study, and the scope and limitations of the study.
Chapter 2: Literature review
This chapter stresses on a detailed review of the relevant literature on mortgage finance. It further
presents the operationalization of the research problem by identifying research variables as well
as their possible relationships.
Chapter 3: Research Design and Methodology
This chapter presents the methodology of the study. Thus, a detailed review of the processes
through which the study is to be carried.
Chapter 4: Presentation, discussion and interpretation of the finding
This chapter presents the analysis of the data. It also discusses the findings and the result of the
analysis.
Chapter 5: Summary of the findings, conclusion & Recommendation
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This chapter contains the summary, recommendations suitable for policy formulation and future
research and conclusion
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CHAPTER TWO: LITERATURE REVIEW
2.0 Introduction
In either case, the problem is to either schedule arrivals or provide facilities or both so as to obtain
an optimum balance between the costs associated with waiting time and idle time.
2.1 Related literature
A group system of customers/items waiting at some place to receive attention/service including

those receiving the service is known as queue or waiting line [CITATION ANA \l 1033 ] .
Queuing theory is the main aspect of waiting time models where discussion involves stochastic
process. The main purpose of the queuing theory is to briefly investigate those queuing problems
in the field of industries, Transportation and Business which are concerned times due to man and
machine involve and the production of an item is done two or more distinct successive phases
under the stochastic process by using Tandem, Bi – Tandem Queues.
2.1.1 Queue in the Operations Research Perspective

Waiting arises when the demand for a particular product or service exceeds the available
capacity, thus a waiting line forms. Reasons for this may be a shortage of available products in
stock or servers, or there may be limitations to the available space where the service or product
is provided [CITATION Dil06 \l 1033 ]. Given a limited supply chain, a line is bound to form
when demand increases. To understand the true problems behind, one must know how much
service or products should be made available that is reflected by factors such as the average
length of waiting, number of people in a waiting line, service rate, …etc. All these factors can
be taken into account with the use of the queuing theory.
2.1.2 Queuing Theory

Every queue takes place within a system that involves processes including customers arriving
for a service or product, waiting when the service is not immediate, and eventually leaving the
system once being served. According to Black (2006), a queue is a collection of items in which
only the earliest added item may be accessed. Basic operations are added (to the tail) or enqueue
23
and delete (from the head) or dequeuee. This study is not limited to human persons, but can be
extended to other entities such as buses at a station, documents awaiting printing etc. The
queuing theory is essentially the study of a queue through the use of mathematical modelling to
evaluate the efficiency of queues. It is the basis to finding the optimal solution to queue
management.
2.1.3 Characteristics of Queuing Processes:

The queuing theory considers six (6) mainly six (6) general characteristics of any queuing
processes:
(1) arrival pattern of customers,
(2) service pattern,
(3) system capacity,
(4) queue disciplines.
(1) Arrival Pattern of Customers
Customer arrivals are the input processes of a queuing system that is defined by:
 Number of arrivals at a given time period. Single arrivals vs. bulk arrivals
 Statistical distribution of customers’ inter-arrival times. This is the pattern that
infers the times between successive customer arrivals. The Poisson process is the
most commonly used in situations when the distribution of the time until the next
customer arrival is independent of the last arrival.
 Other unusual aspects. Stationary (time-dependent) vs. non-stationary arrival
patterns (non time-dependent).
(2) Service Pattern
The service pattern is the output process that depends upon the followings:
 The distribution of the service time. This refers to the time elapsed during the
service process from the beginning of service to its completion, assuming that it is
independent of the number of customers present. The exponential distribution is
most commonly used in this regard.
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 Number of servers. This number directly affects the arrangement of a waiting line,
which could be either in parallel or in series.
(3) Service Capacity
The service capacity is the available room for waiting that is defined into 2 categories:
 Finite service capacity. A customer finds the waiting area full upon arrival, and he/she
cannot join the system, so he/she leaves and never return.
 Infinite. When the maximum permissible number of customers of the waiting area is
significantly large, it is assumed to be infinite. This is a standardized assumption for
most queuing system.
(4) Queuing Disciplines
(i.) Order of Service
This specifies the order in which customers were chosen for service within a queue.
Among the disciplines under this category:
 FCFS: First Come, First Served. This is the most commonly used discipline
applied in the real-world situations, such as bus terminals, queues in shopping
centres etc.
 LCFS: Last Come, First Served. This illustrates a reverse order service given
to customer versus their arrival.
 SIRO: Service in Random Order.
 PD: Priority Discipline. Under this discipline, customers will be classified into
categories of different priorities.
(ii.) Structure of the Queue
This specifies the physical setup of the queue, which combines two main factors: the
number of servers and lines available. Among the disciplines under this category:
 Type 1: Single line and single server
This is one of the most prevalent forms of queuing, which customers enter a
system, get priority in terms of their arrival and get served by one single server.
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With proper enforcement, a high level of social justice will be maintained, while
the higher ability of making social comparisons will be emphasized, particularly
in the situations where queues are visible to the customers, such as queuing at a
bus stop.
 Type 2: Single line and multiple servers
In this situation, customers enter the system and line up in a single queue based
on their arrival. However, there are multiple servers available in this case, where
each of the customers is served by the next available server among all. Examples
of such a situation can be found in airline check-in areas, or some fast-food
restaurants, where customers follow a single line waiting to check in luggage or
purchase food respectively, and the customer at the front of the line is called by
the next available.
 Type 3: Multiple line and single server
This situation involves only one server attending to multiple waiting lines. An
example to this would be car washing service, where only one washing area is
available for cars lining in two queues.
 Type 4: Multiple lines and multiple servers
This is the case involving multiple servers and multiple waiting lines, in which
each line is served by a single server. This situation can commonly be found in
Supermarket check-out queues or Immigration Custom queues, where customers
arrive at the system, join in one of the waiting lines and wait until they move
towards the front of their chosen line.
2.1.4 Queue vs Customer Satisfaction

In the context of operations research, the queuing theory is an effective tool to understand
queues in a quantitative way. Yet it does not work perfectly with queues that do not involve
human beings, the reason for this is because it does not take human factors into account. In
marketing, “selling a service is selling a relationship” [ CITATION Gri17 \l 1033 ], the success
of service delivery is determined not only by pure quantitative measures such as service
efficiencies, but more importantly, by customers’ satisfaction, which directly reflects the
26
relationship between the company and the customers. As a result, customers’ satisfaction has
become an increasingly important issue to service operation management. Proper shaping of
customers’ perception of service quality would serve to contribute greatly in optimizing overall
customers’ satisfaction, and this could not be done without thoroughly understanding the
psychology of queue. The previous sections describe how queues are studied in the context of
engineering, and the following sections illustrate the studies of queue in the social and
psychological context.
2.2 Related studies
Nosek and Wilson (2001) stated that queuing theory utilizes mathematical models and
performance measures to assess and hopefully improve the flow of customers through a queuing
system. Queuing theory has many applications and has been used extensively by the service
industries. Queuing theory has been used in the past to assess such things as staff schedules,
working environment, productivity, customer waiting time, and customer waiting environment.
In a study by Brown (2012), queuing models can help managers to understand and control the
effects of rework, but often this tool is overlooked in part because of concerns over accuracy in
complex environments and/or the need for limiting assumptions. A queuing model is proposed
that combines modeling techniques for rework with effective processing time techniques for
machine availability and the accuracy of this model is tested under varying levels of rework,
external arrival variability, and machine availability. Results show that the model performs best
under exponential arrival patterns and can perform well even under high rework conditions.
Generalizations are made with regards to the use of this tool for allocation of jobs to specific
workers and/or machines based on known rework rates with the ultimate aim of queue time
minimization
Bank et al (2001) concluded that delays and queuing problems are most common features not only
in our daily-life situations such as at a bank or postal office, at a ticketing office, in public
transportation or in a traffic jam but also in more technical environments, such as in
manufacturing, computer networking and telecommunications. They play an essential role for
27
business process re-engineering purposes in administrative tasks. ―Queuing models provide the
analyst with a powerful tool for designing and evaluating the performance of queuing systems.
Noémi Kalló (2010) found that companies have to increase their customers’ satisfaction to keep
their competitiveness. In services, waiting has great impact on service level and customer
satisfaction. Consequently, in time-based competition, one of the main objectives of service
companies is to minimize customer waiting. Waiting can be defined in several ways; however, the
ultimate management objective should be the maximization of customer satisfaction.
Alemu Zemene (2019) found that (95%) of the respondents say that whenever they arrive at the
Bank there is Queue in the Branches whole. That is a reason for the customer’s dissatisfaction on
the Bank. 88% of the respondents believe a number of servers is not enough for serving the
existing large number of customers. So, as much as possible the Bank should increase the number
of server’s by double to avoid concentration of customer in Branches whole. 88 % of the
respondents are dissatisfied on server’s performance and the Bank should give enough on the job
and off the job training to enhance the performance of the Server on customer handling and
improve their skills. (59%) of the respondents needs comfortable waiting environment and
51(8%) of the respondents needs entertaining things while waiting in the Queue and 128(20%) of
the respondents needs fairness of Queuing System. That’s why most of the respondent expresses
their dissatisfaction over Queue interruption and the other part of the respondents needs an
indication of waiting time. Accordingly, the bank ought to arrange comfortable chairs, internet,
and televisions by which the
bank can retain the customer’s attention until their service time. The bank should provide
direction in terms of dedicated terminals in self-service or receptionist to allow customers to take
their place in the queue for service and communication to adjust waiting time according to the
importance of the service to be provided.
Gabriele Obermeier, Robert Zimmermann and Andreas Auinger (2020) investigated the influence
of human- and technology-based queuing technology on customers’ evaluation of their experience
and willingness to repurchase in a real-life retail setting. Their study showed that that advanced
queuing technologies in stores, with generally low customer frequency and short waiting times,
28
show no statistically significant effect on a customer’s perception of the overall customer
experience, satisfaction or intention to repurchase. However, customers were satisfied with the
technologies and evaluated their queuing experience as effortless, easy and quick, which shows
general support for those technologies. This study shows that respoidnets are confidntable
interacting with digital queing systems as they lead to a better experience.
Shu-an Liu, Jun Gong, Luping Ma, Miao Yu (2017) conducted a study on the Influence of waiting
times on customer loyalty and queueing behavior in call centers. The aim of their study was to
determine the economically optimal staffing level balancing the tradeoff between the revenue
from customers and the cost from staffs. As one increases the staff that is involved in service
deliveary, so does the doest thus the need to investigate the optimal hire threshood. Their study
found that five – eight employees were sufficient to attend to a population of 200 peple per day,
creating a ration of 1 to 25 customers.
Edson Manica (2017) conducted a study on Application of Queue Theory in a Continuous

Assembly Line for Setting Conwip Level. The article aimed to answer the following questions -
How Traffic flow can help to understand the bottlenecks resource behaviour for making decisions
about CONWIP levels of the system. It was found that one can reduce the WIP when there is a
resource bottle neck on the continuous production line? This study allowed the researchers to
confirm that the application of queuing theory is extremely effective for understanding how
bottlenecks features behave, enabling the measurement of the losses arising from such restrictions
and provide reliable data for decision making, sensor installation on the assembly line and the
acquisition of new equipment.
2.4 Similarities and differences of this study and those reviewed
From the studies reviewed, the following are the similarities in the studies;
 All the studies involved acknowledged the use of mathematical modelling aspects of
queueing systems in application of the model. They all use a probability and estimation
techniques in determining and optimising traffics flow.
29
 In addition, studies by Nosek and Wilson (2001), Brown (2012 and Alemu Zemene (2019)
all observed an improvement in traffic flows as a results of applying concepts of queuing
theory and optimization.
 The study conducted by Edson Manica (2017) agrees with the study conducted by
Gabriele Obermeier, Robert Zimmermann and Andreas Auinger (2020) in illustrating that
studies on queuing system presents other features within the system that may be improved
upon that are external to the actual queue itself. I.e. both studies show that a waiting
environmental is an integral part of the queue systems. The more pleasant the environment
the more patient people are thus are willing to wait longer.
The following are the differences between the studies

 The study by Nosek and Wilson (2001) acknowledges that staff scheduling is an integral
part in ensuring that optimal traffic management is attained. Scheduling is a variable
external to the traditional model of queueing theory.
 Only the study by Brown (2012) considers that respondents could be non-human. It can
used to match availability of machines such as cars for hire. This study shows that queuing
theory can be applies to any branch to knowledge not only in service oriented industries or
relating to people.
 Only the study by Alemu Zemene (2019) shows that there is need to internal control
systems in its application that include sensitizing the respondents on queues and their
nature. This is an essential part of the study.
 The study jointly done by Gabriele Obermeier, Robert Zimmermann and Andreas Auinger
(2020) is the only study that was conducted in an area with an already efficient system on
traffic management. In addition to this, this study is the only study that advocates for
computerised systems as a means for appealing to customers in relation to social justice.
The fact that it is automated in assigning queues made respondents for accepting of the
que to which they were assigned as opposed to human interactions.
30
2.5. Critique of literature review
All the studies reviewed focus on application of queue systems and not its effectiveness. In
addition, none of the studies reviewed are stream lined to particular market as niche. This study
seeks to determine whether the current que systems in relation to Bill Muster, a niche market is
effective in its application.
31
2.6 Theoretical Framework
2.6.1 Queuing Theory

Every queue takes place within a system that involves processes including customers arriving for
a service or product, waiting when the service is not immediate, and eventually leaving the system
once being served. According to Black (2006), a queue is a collection of items in which only the
earliest added item may be accessed. Basic operations are added (to the tail) or enqueue and delete
(from the head) or dequeuee.
Theoretical framework is not exhaustive. Need to show proof of having carried out an extensive
exploration of the various theories related to the study and chose the one that informs your study.
2.6.2 Regression Analysis statistical modelling
Regression analysis is a set of statistical processes for estimating the relationships among
variables. It includes many techniques for modelling and analysing several variables, when the
focus is on the relationship between a dependent variable and one or more independent variables
(or 'predictors')
Research Paradigm
Used to
Poisson
Theory Determine
(Traffic)
Queuing Used to
Theory
model Traffic
Used to
Regression
Analysis develop a
QMS relationship
32
33
2.6 Conceptual Framework
Figure 2.1: Conceptual model
Service rate
H1
H2
Banking queue Effectiveness of queue
system systems
H3
Customer satisfaction
Source:____
The figure above shows conceptual framework adopted for the study. The hypotheses stated in
section 1.7 of this study are shown as h1, h2 and h3. The variables under study are shown above
below.
Independent variables
1. Service rate
2. Effectiveness of queue system
3. Rating of BQS on Customer satisfaction
Dependent Variables
1. Rating of Banking queue system
There is no interpretation to this conceptual frame work.
34
CHAPTER THREE: RESEARCH DESIGN AND METHODOLOGY
3.0 Introduction
This chapter focuses on the description of the procedures that was employed by the researcher in
the study. It specifies the research design, population, sampling and sample sizes, data sources,
tools that will be used in data collection, measurement of variables, research instruments, data
analysis and presentation of findings.
Locale: This study was geographically limited to Kitwe, Zanaco Industrial branch.
Respondents: The respondents consisted of respondents who are customers of the Bank and are
either subject or have been subjected to queuing techniques employed by the bank.
3.1 Research Design
This study will adopt a case study and descriptive research designs. In order to determine the
research objectives, both qualitative and quantitative approaches of data measurements were be
used in the collection of data.
In investigating the research objectives, the variables stated in section 2.6 of this study were
measured using an ordinal five point Likert scale. To determine objective 1 - 3, data was collected
using a 5 point ordinal Likert scale, whose weights is distributed as follows:
 Very Poor = 1
 Poor = 2
 Fair = 3
 Good = 4
 Very Good = 5
These weights were then used in regression model. The regression equation developed shows the
relation between the variables, weather positive or negative.
35
3.2 Population Description
The total number of customers for ZANACO are estimated at 1 million individuals (Invest
Zambia, 2015). This is the closest estimate available in written literature. Any one of these
customers is able to visit any ZANACO branch and given access to the full range of products and
services. However for this study, the research is limited to Bill Muster customers. The Research
will took the form of a case study and particularly Kitwe Industrial branch which has a population
of 98 corporate clients and approximately 37,000 transactions per month.
3.3 Description of Sample and Sampling Procedure
3.3.1 Sample and Sample Procedure

The sample as predicted by Slovin’s formula, a statistical formula, should consist of 396
respondents. The respondents were selected using a non-probability sampling technique that
involves selecting the respondent that was be available during the time of study at the given
location. The respondent were provided with the questionnaire and the responses obtained were
used for analysis in the determination of the research objectives.
The sample was be selected using Slovin’s sample size formula below;

n= N
1+N e²

Where e is the desired margin of error at 0.05 and N is the population.
37,000.00
1+37,000 ( 0.05)²
37,000.00
1+37,000 (0.0025)
37,000.00
93.5
= 396 Samples
36
For this study, the Researcher focused on Kitwe Industrial branch as a sample space due to Time
and the Costs involved in carrying out a research.
3.5 Research Instruments
3.6.1 Questionnaires
The structured questionnaires aided in the collection of primary data. The questionnaire contains
two sections with a total of 15 questions. It was determined that these questions are be sufficient
to obtain the required data from the respondents that was used in data analysis in line with the
research objectives. The question sought to obtain information related to the research objectives
and the topic under study.
3.6 Data collection procedure
In completing the research, both qualitative and quantitative data was be collected.
3.6.1 Primary Source
This is the data that is collected directly from the respondent through the research instruments;
questionnaires. It consists of raw data that was categorized and analysed in accordance with the
research objectives.
3.6.2 Secondary Source

This is data collected from published documents. It consists of reports, journals, books, eBooks
and several others documents that have already been categorized.
3.7 Data analysis procedure
The researcher will collected primary data by administering questionnaires to the respondent at
the area of research at the Kitwe Industrial Branch. Where necessary, the researcher will translate
the questions using the local language (Bemba). The data was be analysed according to the
research objectives. The data analysis was conducted with the aid of Software packages: SPSS
version 25. The data obtained was coded and analysed in that fashion with the use of ordinal tools
37
of data measurement. The data analysis was conducted in order to answer and provide evidence of
the research objectives.
3.8 Ethical Considerations
The respondents were informed that the information obtained was solely for academic research,
which is a prerequisite for the completion of the program at the university. The respondents were
served with a letter that explained that to the respondents that the information obtained will
wouldl be treated with utmost confidentiality, thereafter, the questionnaire was were
administered.
3.9 Limitation to the Study
The study two major constraints to the study was the financial resources to sponsor the
observation of a large sample. To mitigate this, the researcher observed 254 respondents, which is
82% the sample calculated of 396 respondents. Furthermore, the time frame in which data was
collected needed to be extended. The response rate per day was 15 – 20 questionnaires. To
mitigate, the researcher had collect some of the responses using google forms as a link shared
with the respondents who would complete the process at the convenience of their time. This
aided in collecting a sufficient data set.
38
CHAPTER FOUR: DATA PRESENTATION AND ANALYSIS
4.0 Introduction
This chapter presents the findings and analysis of the internal controls on Effectiveness of the
Bank Queuing System (BQS) Management on customer Satisfaction, with the Zambia National
Commercial Bank Plc – Kitwe Industrial Branch as the case study. As stated in the previous
chapter, this study adopted this research design in order to have a thorough investigation of the
research topic. It presents the data collected with the use of descriptive statistical tools such as pie
charts, bar charts, frequency charts tables and several of such tools to illustrate the state of affairs.
Inferential statistical tools have been used to make inference and conduct hypothesis testing as
developed in the previous chapter.
The data collected was composed of responses from 396 respondents as shown in chapter 3. The
study managed to have a 82% retention rate (254) of the questionnaires. However, some
responses were left blank by the respondents. Such responses for a presented have been indicated
as “missing”. From inference analysis, such responses have been omitted from the analysis.
4.1 Data Presentation
Gender Distribution of the respondents

Figure 4.0: gender of the respondents
source:
39
Figure 4.0 shows the distribution of the gender of the respondents. The data shows that 57.09% of
the respondents were male while 42.91% were female. These results show that both significant
numbers of each gender were sufficiently represented. According to Graham, Graves and
Tannenbaum (2016), Sex and gender are important factors to consider studies that involve in
decision-making, communication, stakeholder engagement, preferences and rating, such as in this
study. They suggest that there is evidence application of theorems applies differently across
gender, thus the need to ensure that both genders were sufficiently involved in this study.
Age distribution of the respondents

Table 4.0: Age distribution of the respondents
What is your age?
Cumulative
Frequency Percent Valid Percent Percent
Valid Below 20 years 70 27.6 27.7 27.7
Between 20 - below 30 years 111 43.7 43.9 71.5
Between 30 - below 40 years 35 13.8 13.8 85.4
Above 40 years 37 14.6 14.6 100.0
Total 253 99.6 100.0
Missing System 1 .4
Total 254 100.0
Table 4.0 shows the distribution of age of the respondents. The table shows that 27.6 % were
aged below 20 years, 43.7% were aged between 20 – 30 years and 13.8% were aged above 30 –
40 and also above 14.6. The results show that all age groups that are significant in the
investigation of the research objectives were sufficiently represented. Tore Bonsaken (2018)
observed that age influences results related to perception and rating. Therefore, studies such as
this one, need to include an age demographic that is sufficient in the investigation of the research
objectives. Due to the fact that Bill Muster is a product that is oriented towards students, whose
age demographics is primarily between 18-35 years (Bustamante, 2019). This study does involve
such an age group as presented above.
40
Figure 4.1: Type of occupation of the respondents
The figure above shows the distribution of the type of occupation of the respondents. The result
obtained show that 13.78 were in formal employment, 15.35% were in the informal and the
majority of 70.87% were students. The results show that most of the responses obtained are
orientated in the student type of respondents. The result that students were the largest number of
people is as expected. Bill muster was traditionally meant for institutions that may require to
handle high frequent deposits, such that due to the increased e-learning platforms, as one of the
only ways to pay tuitions fees, about 80,000 transactions worth over K120 million are recorded on
the Bill Muster platform monthly (Tembo, 2020)
41
Figure 4.2: Frequency in access the bank services
Figure 4.2 shows the distribution of the results of the frequency with which the services are
accessed. The results obtained show that the access is seasonal, the access is in interval of
monthly or quarterly or ever later. This shows to the type of services Bill Muster is. It is a type of
service such that the respondents only access it on a need to pay for services basis. The frequency
who which students or anyone else would like to pay tuition fees is season in nature.
According to Yeboah et el (2012), Respondents are not willing to pay tuition fees and as such,
there exists a seasonality in way such fees are saidpaid. They are sometime not frequent and reply
of pressure form the institutions to meet their financial obligations. The result obtained are in
agreement with this observation. This implies that the respondents only respond to request from
the institutions to pay fees, which in most cases can be inferred are communicated as reminders
on a monthly or quarterly basis.
42
Table 4.1 : Duration of usage of Bill Muster
How long have you been using Zanaco Bill Muster Services?
Frequency Percent Valid Percent Cumulative Percent

Valid Below 1 year 35 13.8 13.8 13.8
Between 2 - 4 years 146 57.5 57.7 71.5
between 4 - 6 years 38 15.0 15.0 86.6
Above 6 years 34 13.4 13.4 100.0
Total 253 99.6 100.0
Missing System 1 .4
Total 254 100.0
Table 4.1 shows the results of the distribution of how long the respondents have been using bill
muster. The results obtained show that the 13.8% of the respondents have been using the services
for less than one year, 57.5 have been using the service for 2-4 years, 15% have been suing the
service for 4-6 years and 13.4% have been using the service for more than 6 years. This results
Is consist with how the popularity of bill muster which occurred mostly between 2018 – 2019,
with institutions such as UNZA adopting it 2018 (Mwewa 2018). Most of the respondent started
using Bill muster less than 4 years ago.
43
Table 4.2: Duration in the dues
How long does it take to stand in a queue awaiting service

Valid Over 10 minutes 254 100.0 100.0 100.0
Table 4.3: Duration for a teller to serve
How long does it take for the teller to attend to you?

Valid 2-5 minutes 70 27.6 27.6 27.6
5 -10 Minutes 111 43.7 43.7 71.3
Over 10 minutes 73 28.7 28.7 100.0
Total 254 100.0 100.0
The tables above show the duration of how long the respondents take in standing in the dues. The
results obtained show that all the respondent take more than 10 minutes to standing in the ques. In
addition, 27.6% the respondent also stated that it takes 2-5 minutes to be attended to and 43.7%
stated that they take 5-10 minutes to be attended and 23.7% of the respondents indicated stated
that they take more than 10 minutes to be attended to. Studies by Kirill Tšernov (2019) also
confirmed that the waiting time in developing countries does take more than 10 minutes for
organizations that may not have adopted a formal queuing system.
Studies in developed countries found that most of the respondent wait for than 10 minutes in the
line waiting to be attended. This is presented in figure 4.3, which illustrates the waiting time per
proportion of the respondents. The major findings of these studies is that Slow-moving queues
cause not only customer frustration but may also affect brand loyalty and customer satisfaction.
44
Figure 4.3: Willingness for customers to wait
Source: Kirill Tšernov (2019)

The figure above was an excerpt of the conclusion of the studies by Kirill Tšernov (2019). He
found that people are willing to wait for a maximum of 5 minutes before, waiting in queue is
viewed and poor service. He further concludes that businesses reported that they lost 75% of
customers due to waiting times. Therefore, the results obtained from this study that shows that
customers wait for more than 10 minutes is likely to cause bad rating of service delivery and thus
impact on customer satisfaction.
Figure 4.4: Number of tellers
45
The respondents were asked to state how many tellers they had observed are available to attend to
their deposits and the results obtained are shown in figure 4.4 above. The results obtained show
that 55.95% stated they had observed 1 teller present, 29.37% stated that they had observed 2
tellers present and 14.68% stated that they had observed 3 tellers present. These results indicate
an inadequate level in service delivery as the majority of the respondents stated that they had
observed one teller. A single teller implies that one queue will be formed to attend to the clients.
In this study the fact that there is a single server standing to the respondent was viewed as a
negative factors, contrasting many studies conducted on single queue systems. Anat Rafaeli
(2018) found that respondents who wait in a single line tend to feel less irritated as concepts of
social justice are in practice, which show that respondents expect to be treated the same in a que
systems, one line must be viewed to move faster than the other, in a single line scenario, this is
eliminated.
Table 4.4: Rating of ZANACO’s queue management system
How would rate ZANACO’s queue management system?

Cumulative
Frequency Percent Valid Percent Percent
Valid Very poor (Very unpleasant) 74 29.1 29.1 29.1
Poor (unpleasant) 144 56.7 56.7 85.8
Fair 36 14.2 14.2 100.0
Total 254 100.0 100.0
The results obtained above show the distribution of the responses from the respondents on the
rating of the respondents on the ZANACO que management system. The results obtained show
that 29.1% of the respondents rated the system as very poor, 56.7% rated the system as poor and
14.2% rated the system as fair. Adding the first two rows together shows that the total number of
respondents who rated the ZANACO system as very poor is 85.8%. This shows high levels of
customers satisfaction in relation of the waiting times.
46
Table 4.5: Rating of experience of awaiting in the line
How do you rate your experience of awaiting in the line

Valid Very poor (Very unpleasant) 74 29.1 29.1 29.1
Poor (unpleasant) 143 56.3 56.3 85.4
Fair 37 14.6 14.6 100.0
Total 254 100.0 100.0
The table above shows the results obtained over the rang of the waiting time. The results obtained
show that 29.1% rated the system as very poor, 56.3% rated the wating time and poor and 14.6%
rated the system, as fair. Adding the first two rows also in this table as in table 4.4 shows that the
total number of people that rate their experience as poor is 85.4. This shows that long lines are
viewed a negative factor n relation to customer satisfaction.
Table 4.6: Rating of the impact on the queue system adopted by Zanaco on customer
satisfaction
How do you rate the impact on the queue system adopted by Zanaco on your level of
service satisfaction

Valid Very High 68 26.8 26.8 26.8
High 135 53.1 53.1 79.9
Fair 51 20.1 20.1 100.0
Total 254 100.0 100.0
The above shows the rating of the impact on the queue system adopted by Zanaco on your level of
service satisfaction. The results obtained show that 26.8% of the respondents view the impact as
very high, 53.1% of the respondent’s view that as high and 20.1 view the impact as fair. These
results sow that long the manner in which queue systems are deployed have a high impact on
customer satisfaction.
47
The results presented in the figures and tables above show that Zanaco has long lines, with few
tellers (servers) at most t attend to customers. This causes long waiting lines. A study Perry
Kukline (2019) showed that long queue systems are associated to loss of sales due to customers
who are off-put by long queues and didn’t stay to make a purchase in cases of merchandise stores.
These customers stated that long lines are also associated to the economic costs (i.e., lost time) or
the psychological costs (e.g., frustration, boredom, anxiety) of sticking around. Despite this study
being focused on merchandise store, it also applies to service oriented industries such as banks, as
in the case of this study. This is probably one of the reasons the respondents rated the impact on
the queue system adopted by Zanaco on customer satisfaction very high in table 4.6. Further
discussions are presented below in line with the model analysis.
4.2 Data Analysis
The model that is being investigated is presented in figure 2.1. The aim of the study was to access
effectiveness of the queue system adopted by Zanaco and how it affects customer satisfaction. In
the investigation of this topic, this study adopted three independent variables, namely service rate,
effectiveness of queuing system and customer satisfaction, and one dependent variable of bank
queue systems. Service rate was determined by the time it takes for a teller to attended to a client,
effectiveness of queueing system was measured by the time it takes for a respondent to be
attended, customer satisfaction was a variable that was measured using a Likert scale together
with the rating of the queuing system adopted by ZANACO as a dependant variable.
In investigating these variables, a questionnaire was developed as stated in chapter three of this
study. Within the questionnaire, specific questions were asked and measured using a five point
Likert scale. The five point Likert scale provided a means of measuring the perceptions and the
attuites of the responses towards a particular variable. It uses a measurement of data distributed in
an ordinal way (order by magnitude and group), which was later be used for data analysis. This
mode of measure as also be adopted by other studies such as Andrea Luigi Guerra, Thierry Gidel
and Enrico Vezzetti (2016), Gail M. Sullivan and Anthony R. Artino (2013).
48
Table 4.7: Model Summary
Model Summary
Model R R Square Adjusted R Square Std. Error of the Estimate
a
1 .360 .130 .123 .63924
a. Predictors: (Constant), How would rate ZANACO’s queue management system?, How long does it take for the
teller to attend to you?
The table above shows the summary of the regression analysis that was conducted. The resulted
obtained show that the correlation between the dependent variables and the independent variables
is 36%. This means there is a 36% association between rating of the queuing system adopted by
ZANACO bank for bill muster and the service rate, the effectiveness of the queue method adopted
and the level of customer satisfaction jointly. In addition, the table below knows the analysis of
variation of the mode. In summary, the table shows that the conclusion that the model is
statistically significant at 95% level of significance and can be used for inference.
Table 4.8: Analysis of variation
ANOVAa
Model Sum of Squares df Mean Square F Sig.
1 Regression 15.298 2 7.649 18.719 .000b
Residual 102.564 251 .409
Total 117.862 253
a. Dependent Variable: How do you rate the impact on the Queue system adopted by Zanaco on your level of
b. Predictors: (Constant), How would rate ZANACO’s queue management system?, How long does it take for the
teller to attend to you?
49
Table 4.9: Regression analysis output
CoefficientsaCoefficients
Standardized
Unstandardized Coefficients Coefficients
Model B Std. Error Beta t Sig.
1 (Constant) 2.909 .180 16.116 .000
Service rate .138 .056 .152 2.472 .014
Customer satisfaction .302 .066 .284 4.604 .000

a. Dependent Variable: How do you rate the impact on the Queue system adopted by Zanaco on your level of
The table above shows the following

 There is a positive relationship between the rating of the bank que system adopted by
ZANACO and service rate. The lower the rating of the time it takes to be attended to,
the lower the respondents rate the queuing system adopted by the Bank.
 There is a positive relationship between the rating of the bank que system adopted by
ZANACO and customer satisfaction. The lower the rating of how long he respondents
wait in line affects the level of customer satisfaction.
Hypothesis Testing
Table 4.9 shows the estimated parameters of the beta coefficients. The estimated parameters were
tested for individual significance using the p value test. The following are the hypotheses being
tested.
 H0: βi=0
 H1: βi≠0
Where βi are the estimated beta parameters.
Judgment rule
 If the p value obtained is lower than the level of significance, we fail to reject the null
hypothesis
 If the p value obtained is higher than the level of significance, we reject the null
hypothesis
Using the values obtained in table 4.9, on a 5% level of significance, we reject the hull hypotheses
for the parameters above, the results are statistically significant.
50
51
Discussion on hypothesis testing results
In line with the hypotheses being investigated as shown in section 2.4 pf the conceptual, the
following are the findings
H1: There is a significant relationship between the type of bank queuing system adopted
and the service rate.
The manner in which the queue system functions affects the rate at which the respondent will be
processes or how long it takes for them to be attended to. A study by Carlos Guilherme Almeida
de Frias (2017) found that a queuing system that is so streamlined in queries to the exact level of
traction, through subtraction system, has the ability to reduce the waiting time by a significant
factor. The finding are shown in the figure below.
Figure 4.5: Reduction in waiting time
Source: Carlos Guilherme Almeida de Frias (2017)

The figure above shows that an initial service time of 8.13 minutes can be reduced to 2 minutes in
service due if more employees being included to the queue system and when better practises are
adopted. This study found that at most, only one teller is present in attending to customers as
shown in figure 4.4. This is a one of the factors that causes a low rating of the queuing system
adopted by Zanaco.
Therefore, the negative rating of the bank queue system adopted by Zanaco is highly affected by
service rate. Zanaco should increase the number of tellers present at any time to attended to
customer and ensure that each of the employees adopts best practises that ensure a speedy service.
52
In addition, the table below shows the major areas that require improving
Table 4.10 Recommended solutions for adoption
Recommended Solutions AW %Var. AWT QI %Var. QI CV Required
T Investment
(1) Adoption of (queuing discipline) 06: -15.6% 95.4% +3.4% 46.6 N/A
56
(2) Adoption of (services) + (1) 03:5 -53.0% 96.0% +4.0% 82.3 Low (1-day training)
2
`(3) Hiring a more server + (2) 02:4 -67.6% 98.0% +6.2% 114.4 28 000€/year
0
Source:
The table above shows that streamlining the queries reduces the average waiting time by 6.56
minutes, adding sub services by 3.52 minutes and employing more employees by 2.40 minutes.
Therefore, there is need to further reduce the activities performed by a respondent with the teller
by automating some of the activities beforehand.
H2: Relationship between the bank queue systems and the effectiveness
The study found that there is a positive relationship between manner in which the queueing
systems functions and the effectiveness. The queueing system adopted by the bank has been rated
as not effected as shown in table 4.4. effectiveness of the queuing system is determined by how
long it takes for a responded to be attended to. The results obtained in table 4.2 show that the
respondents wait for more than 10 minutes to be attended to. This could be related to the fact that
perhaps at most, only one teller is present to attended to customers. This causes a single slow line.
Improvement to the thisthis type of queuing system would help improve the rating of the bank
system systems as the regression analysis shows.
In a research by Tian Haoa and Tong Yifei (2020) it was identified that the number of services
can be externalised to other subsystem, sternal to the bank. This in practise means extending the
services to ZANACO express and other sub systems such as mobile money services. Banks can
adopt mobile money services and/or develop an single system such as an application that could
help attend to customers conveniently away from the bank.
H3: Relationship between queue system adopted and customer satiations.
53
The results obtained show that there is positive relations between customer satisfaction and the
rating of the que systems adopted. Table 4.6 shows low levels of customer satisfaction in relation
to the service received. This low rating is related to the low rating of the bank queue systems.
Improving the relative speed with which customers are attended to or how fast a que moves
would improve the rating in customer satisfaction.
54
CHAPTER FIVE: FINDINGS CONCLUSIONS AND
RECOMMENDATIONS
5.0 Introduction
This study sought to assess the effectiveness of the bank queue systems adopted by Zanaco Bank
and access their impact on the customer satisfaction. This chapter presents the summary of the
finding and conclusions whilst providing a recommendation of the findings and state the areas of
future research.
5.1 Summary
The study has three research objective, which were to evaluate the impact of long queues on the
service rate, to determine the effectiveness of the adopted queuing system, to find out how the
service rate affects customer satisfaction and after such investigation of these objectives, suggest
ways to better manage the queues.
The study found that respondents wait for than 10 minutes on a queue as they are waiting to be
attended to. This shows two things. The first is that ZANACO has a wide base of clients for Bill
Muster. This shows growth and that they are a market larger in this regards and have a product
that is highly demanded. Secondly, it shows that the there is a possible dissatisfaction that may
arise has a result of the long queue systems. The study found that it takes about 5 – 10 minutes to
attended to a respondent on the queue. As stated in chapter one, a queue arises when the number
of servers and the rate at service is being delivered is lower than the frequency in which responds
join a queue. The high number of minutes associated to waiting in long queues affects customer
negatively and thus causes poor rating in the service delivery.
The study also found there are very low satisfaction levels in relation to the manner in which the
respondents are served. The study has also shown through cited studies that long queue systems
are associated to loss of sales due to customers who are off-put by long queues and didn’t stay to
make a purchase in cases of merchandise stores, and in extension causing dissatisfaction in
service. These customers stated that long lines are also associated to the economic costs (i.e., lost
time) or the psychological costs (e.g., frustration, boredom, anxiety) of sticking around.
55
5.2 Conclusion
The study also found that generally, the queuing system at Zanaco was rated as inefficient as
shown in the data presentation. This is due to slow progression of the que as there are a few
number of tellers present. Other studies cited in this study show that there is need to streamline
the nature of the service to client. They show that a service time of 8 minutes can be reduced to 2
minutes given an adoption of framework of streamlined services and increasing the number of
tellers. This study agrees of these finding and thus illustrate below how such a solution can be
deployed.
5.3 Recommendations
Recommendations are based on the findings above, the study recommends the following:
Hao &Yifei (2015) proposed a method for the optimization of the queuing system in banks by the
use of BPR (Business Process Reengineering). The framework was present in Zanaco. However,
the problem has not been solved. Therefore, the following are the recommendation
5.3.1 Adoption of de-queue techniques

There is need to extend the scope and the manner of service delivery in external centres such as
Zanaco express. With the popularity of mobile money services, Zanaco can integrate such
systems in there bill muster has a means to de-queue the respondents. This would limit the
number of clients going to the bank. In addition, express and mobile money agents are almost
everywhere, and already integrated in some of the systems of other bank services
5.3.2 Sensitization of bank to bank transfers
Some of the deposits can be transferred across banks. Zambia is a cash based economy. This
implies that despite people being able to perform bank to bank transfers, they prefer to withdraw
the money from one bank and physically deposited in another bank. If respondents could be
advised on how to make transfers across banks reliably, and offer toll free lines that resolves
queries when they occur, it would help deque the traffic in the bank and still meet the objectives
of the bill muster solution.
56
5.4 Recommendations for further research
The study recommends the in future research, a simulation study can be constructed whose
conclusions are based on observed traffic and access to the bank’s internal controls. Through such
a study, a more descriptive design of how to optimize queues in line with the internal control
systems can be developed. Additionally, future studies can focus on the general traffic of the bank
and spread the finding to a regional study such as a province.
57
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61
APPENDIX 1: QUESTIONNAIRE
Questionnaire No:____________
Zambia Catholic University

Faculty of Business Management and Finance
POST GRADUATE PROGRAMS – MASTER OF BUSINESS
ADMINISTRATION (MBA)- STRATEGIC MANAGEMENT
QUESTIONNAIRE
Dear sir/madam
This questionnaire is meant to acquire research data to help in the completion of the Post graduate
program (MBA) that the Researcher is currently pursuing at the Zambia Catholic University. The
research topic is: An Assessment of the Effectiveness of the Bank Queuing System (BQS)
Management on Customer Satisfaction: A Case Study of Zambia National Commercial
Bank. This research is purely for academic purposes and so be assured that all the information
provided shall be treated with almost confidentiality. Your cooperation is highly appreciated.
Student’s Name: Mwelwa Jean Lungu

Student Number: P17005
62
Instructions
Please tick where applicable in the boxes provided, at the left of the appropriate response. If
the given response does not suffice, please write down your response in the spaces provided.
Section A: Demographics
1. What is your gender?
Male Female
2. What is your age?
Below 20 years between 20 – below 30 years
Between 30 – below 40 years Above 40 years
3. What is type of occupation do you have?
Formal Informal
Others specify: ___________________________________________

4. How long have you been using Zanaco Bill Muster Services?
a. Below 1 year between 2 – below 4 years
b. Between 4 – below 6 years Above 6 years
Others specify: ___________________________________________
63
Section B: Effectiveness of Adopted Queuing Methods
5. What services are you accessed recently?
Check Deposit Cash Deposit
Withdrawal Bill Muster Deposits
Account Queries
Others specify: ___________________________________________
6. How frequently do you access the bank services?
a. Daily One a week
b. Monthly
Others specify: ___________________________________________

7. How long does it take to stand in a queue awaiting service?
a. 1 Minute 2 – 5 Minutes
b. 5 – 10 minutes Over 10 Minutes
Others specify: ___________________________________________
8. How long does it take for the teller to attend to you?
a. 1 Minute 2 – 5 Minutes
b. 5 – 10 minutes Over 10 Minutes
Others specify: ___________________________________________
9. How many tellers have you observed that respond to queries on your queue?
a. 1 2
b. 3 4
Others specify: ___________________________________________
10. How would rate ZANACO’s queue management system?
64
a. Very poor (Very unpleasant) Poor (unpleasant)
b. Good (fairly pleasant) Excellent (very pleasant)
11. How do you rate your experience of awaiting in the queue?

12. How do you rate the impact on the queue system adopted by Zanaco on your level of
13. Do you think it is possible to improve the way in which the Queues are managed in
ZANACO?
c. YES NO
14. In which ways would you suggest the Queues in ZANACO Bank be improved.
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
15. What other recommendations would you make over the queue systems in ZANACO?
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
65

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THE ZAMBIA CATHOLIC UNIVERSITY

FACULTY OF BUSINESS MANAGEMENT AND FINANCE

POST GRADUATE PROGRAMS – MASTER OF BUSINESS

An Assessment of the Effectiveness of the Bank Queuing System (BQS)

Mwelwa Jean Lungu-P17005

Signature ..................................... Date..........................................

FCFS First Come, First Served.

Queue A collection of items in which only the earliest added item

ZANACO Zambia National Commercial Bank

DEFINITION OF TERMS AND ACRONYMS.........................................................................vi

CHAPTER ONE: INTRODUCTION AND BACKGROUND TO THE STUDY..................12

1.1 Background on The Zambia National Commercial Bank (Zanaco)..............................15

1.2 Statement of the Problem...................................................................................................17

1.3 General Objective...........................................................................................................18

1.4 Research Questions.........................................................................................................19

1.5 Significance of the Study.....................................................................................................19

1.6 Scope of the Study...............................................................................................................20

1.7 Research Hypothesis...........................................................................................................20

1.8 Divisions of the Dissertation...............................................................................................21

CHAPTER TWO: LITERATURE REVIEW............................................................................22

2.1 Related literature.................................................................................................................22

2.4 Similarities and differences of this study and those reviewed.........................................28

2.5. Critique of literature review..............................................................................................29

2.6 Theoretical Framework......................................................................................................30

2.6 Conceptual Framework......................................................................................................31

CHAPTER THREE: RESEARCH DESIGN AND METHODOLOGY.................................32

3.1 Research Design...................................................................................................................32

3.2 Population Description........................................................................................................33

3.3 Description of Sample and Sampling Procedure..............................................................33

3.5 Research Instruments.........................................................................................................34

3.6 Data collection procedure...................................................................................................34

3.7 Data analysis procedure......................................................................................................34

3.8 Ethical Considerations.........................................................................................................35

3.9 Limitation to the Study........................................................................................................35

CHAPTER FOUR: DATA PRESENTATION AND ANALYSIS...........................................36

4.1 Data Presentation................................................................................................................36

4.2 Data Analysis.......................................................................................................................45

5.4 Recommendations for further research............................................................................53

Table 4.0: Age distribution of the respondents..........................................................................36

Table 4.1 : Duration of usage of Bill Muster..............................................................................39

Table 4.2: Duration in the dues...................................................................................................40

Table 4.3: Duration for a teller to serve.....................................................................................40

Table 4.4: Rating of ZANACO’s queue management system..................................................42

Table 4.5: Rating of experience of awaiting in the line.............................................................43

Table 4.7: Model Summary.........................................................................................................45

Table 4.8: Analysis of variation...................................................................................................45

Table 4.9: Regression analysis output.........................................................................................46

Table 4.10 Recommended solutions for adoption......................................................................48

Figure 4.0: gender of the respondents.........................................................................................36

Figure 4.1: Type of occupation of the respondents....................................................................38

Figure 4.2: Frequency in access the bank services....................................................................39

Figure 4.3: Willingness for customers to wait............................................................................42

Figure 4.4: Number of tellers.......................................................................................................42

Figure 4.5: Reduction in waiting time.........................................................................................48

1.0.1 Types of Queuing

[CITATION MWA11 \l 1033 ]

1.0.2 Purpose of the Queue Management system

1.1 Background on The Zambia National Commercial Bank (Zanaco)

BREAK DOWN OF ZANACO BILL MUSTER CUSTOMERS POPULATION