ABSTRACT
Organisations’ success in today’s competitive world depends on the customer satisfaction through improved service quality. In any service organisation, managers are mostly concerned about the reduction in customer’s waiting time and service time. Banks in particular pay special attention for better service quality as the most significant core competence. The significant factors which play important role in customer perception about the quality of service in bank are queue length and waiting time. The complexity in providing optimal number of tellers is a herculean task, as it needs the detailed evaluation of social, economical and especially the psychological nature of the queuing system. This paper discusses the optimal digital requirement and subsequent bank teller requirement for providing high quality service levels at reasonable cost and minimising service time. Data for this study is collected from one of the branches of the largest public sector bank in the country located in semi-urban area in Trivandrum district, Kerala, India with an automated teller machine/service within bank premises. A simulation model was also developed to analyse the above banking system with varying parametric conditions and attributes.
