2026-09-20T13:00:36Zhttps://repository.unam.edu.na/server/oai/requestoai:repository.unam.edu.na:11070/40522025-08-16T22:01:11Zcom_11070_3315com_11070_3305col_11070_2806
Mitonga, Kambwebwe Honore
Katjivikua, Alexia Unotjari
2025-08-11T09:36:08Z
2025-08-11T09:36:08Z
2016
http://hdl.handle.net/11070/4052
A research thesis submitted in partial fulfilment of the requirements for the Degree of Master of Business Administration
As competition amongst banks increases customer service becomes the only unique
factor to consider staying relevant and forging ahead in business. The most frequent
complaint of customers at Standard Bank Namibia is the waiting lines. The queuing
model used in the analysis was M/M/s which involved a single line with multiple
servers in the system.Customer arrivals were described by a poison distribution and
service times by exponential distribution. Descriptive analysis was used to describe
the parameters of the queuing system, a radar chart to display the aggregate results
and the one way analysis of variance (ANOVA) to establish whether there were
significant differences in mean volumes of customers at various banking time
periods.
The research observed a high turnout of customers at service consultants with the
lowest at withdrawals/deposits. This suggests that the waiting line design of the
Withdrawals/Deposits is inefficient and the researcher recommends that their servers
be deployed to other queues. Another finding is the gap in service delivery because
the perceptions of the delivered service were not as per the expectations of the
customers. Consequently, the bank needs to defend and grow their position by
offering the best client experience or expectation at the lowest possible cost.
In addition, the ease with which clients can switch to a different bank and the impact
of "word of mouth" should be realized by the bank. Increasing the number of servers,
managing the arrival rate, and optimizing the service rate will reduce the time of
customer queuing and consequently improve the customer satisfaction rate amongst
the banks clients.
As competition amongst banks increases customer service becomes the only unique
factor to consider staying relevant and forging ahead in business. The most frequent
complaint of customers at Standard Bank Namibia is the waiting lines. The queuing
model used in the analysis was M/M/s which involved a single line with multiple
servers in the system.Customer arrivals were described by a poison distribution and
service times by exponential distribution. Descriptive analysis was used to describe
the parameters of the queuing system, a radar chart to display the aggregate results
and the one way analysis of variance (ANOV A) to establish whether there were
significant differences in mean volumes of customers at various banking time
periods.
The research observed a high turnout of customers at service consultants with the
lowest at withdrawals/deposits. This suggests that the waiting line design of the
Withdrawals/Deposits is inefficient and the researcher recommends that their servers
be deployed to other queues. Another finding is the gap in service delivery because
the perceptions of the delivered service were not as per the expectations of the
customers. Consequently, the bank needs to defend and grow their position by
offering the best client experience or expectation at the lowest possible cost.
In addition, the ease with which clients can switch to a different bank and the impact
of "word of mouth" should be realized by the bank. Increasing the number of servers,
managing the arrival rate, and optimizing the service rate will reduce the time of
customer queuing and consequently improve the customer satisfaction rate amongst
the banks clients.
en
University of Namibia
Customer service
Standard Bank Namibia
Banking systems
Clients flows
University of Namibia
Namibia
Analysis of congested clients' flows in banking systems: A case study of Standard Bank Namibia
Thesisopen.access