A Simulation of Mobile-Based Bank Teller Application for Managing Waiting Time of Customers

Abstract

In business decision-making, the queuing system is one of the options employed to satisfy the demands of a particular service system for resource needs. The queuing theory has been used successfully by various business service industries. There are many types of queuing systems that can predict waiting times and queue lengths. The First In First Out (FIFO) algorithm works like the queue principle, where the first customer to arrive is served first. To mitigate the negative effects of waiting, service managers have implemented various solutions, such as informing customers of the wait length, reducing waiting time, and offering entertainment options like television during the wait. Service operations managers continually strive to reduce customer waiting times to enhance customer satisfaction, which can be achieved through real waiting time reduction or improvement in the customer waiting for the experience. This study presents a simulation of a mobile-based bank teller application for managing customer wait times. The application is built using back-end and cloud computing and is based on a FIFO algorithm. It has been shown that the proposed system is efficient and contributes to the real workflow process.