Home > Other Scientific Research Area > Applied Mathamatics > Volume-6 > Issue-1 > A Queue Fairness Model of Automated Teller Machine (ATM) System: (A Case Study of Financial Institutions in Kaduna Nigeria)

A Queue Fairness Model of Automated Teller Machine (ATM) System: (A Case Study of Financial Institutions in Kaduna Nigeria)

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A Queue Fairness Model of Automated Teller Machine (ATM) System: (A Case Study of Financial Institutions in Kaduna Nigeria)


Israel Udoh | Eno-bong Ukoh | Harmony Igoru | Linus Okafor



Israel Udoh | Eno-bong Ukoh | Harmony Igoru | Linus Okafor "A Queue Fairness Model of Automated Teller Machine (ATM) System: (A Case Study of Financial Institutions in Kaduna Nigeria)" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-6 | Issue-1, December 2021, pp.35-54, URL: https://www.ijtsrd.com/papers/ijtsrd47770.pdf

Until recently, consensus of opinions, thoughts and theories on the studies of ATM queuing system, and the analysis of its influence on customers’ behaviour were predicated on the average time spent by a tagged customer on the queue. Very few were poised to consider the unfairness or injustice experienced by customers in the systems; in terms of whether the actual services rendered to the customers commensurate with their delay probabilities. To this end we employ the Resource Allocation Queue Fairness (RAQF) metrics to study and appraise “fairness” perceptions as indicator for service delivery quality and hence customers’ satisfaction in financial institution in Kaduna metropolis. Tentatively, we evaluate both the performance measures and the unfairness characteristics of the system, with respect to Poisson arrival process and exponentially distributed service time in M/M/4 single queue system. Summarily, the results of the analyses show that, both the unfairness and the discrimination coefficients of the system in general increases with the probability of having more (k>m) customers in the system and vice versa. The high negative discrimination index as well as its corresponding high unfairness coefficient, shows that though the ATM system may be necessary to improving service delivery quality, but queuing all customers with varying job size (service requirement differences) in a single queue structure served under FCFS(job seniority) service policy is unfair and hence may provoke customers’ dissatisfaction. To reverse the situation, the study recommended that (i) since all customers arriving at the system at any epoch have varying job size, then scheduling of services based on service requirement differences, and dedicating separate ATM machines to customers’ with similar job-size will reduce the unfairness index and hence enhance customers’ satisfaction. (ii) To reduce the ATM overutilization factor during peak periods, as well as the high delay probability associated with the system, the deployment of few ATM machines with optimal processing speed would be more cost effective than more ATM machines with relatively slow processing speed and (iii) Since the efficient utilization of the ATM machine is a function of good internet connectivity, steady electricity supply and good computer literacy level of customers, therefore, the provision of good internet connectivity, alternative steady electricity supply (solar), as well as provision of basic ATM operation guides to customers would reduce customer’s sojourn time at the service point, reduce the system unfairness index and hence guarantee customer’s satisfaction.

ATM queuing system, System discrimination and unfairness index, RAQF metrics, FCFS service policy, Poisson arrival processes, service requirement differences


IJTSRD47770
Volume-6 | Issue-1, December 2021
35-54
IJTSRD | www.ijtsrd.com | E-ISSN 2456-6470
Copyright © 2019 by author(s) and International Journal of Trend in Scientific Research and Development Journal. This is an Open Access article distributed under the terms of the Creative Commons Attribution License (CC BY 4.0) (http://creativecommons.org/licenses/by/4.0)

International Journal of Trend in Scientific Research and Development - IJTSRD having online ISSN 2456-6470. IJTSRD is a leading Open Access, Peer-Reviewed International Journal which provides rapid publication of your research articles and aims to promote the theory and practice along with knowledge sharing between researchers, developers, engineers, students, and practitioners working in and around the world in many areas like Sciences, Technology, Innovation, Engineering, Agriculture, Management and many more and it is recommended by all Universities, review articles and short communications in all subjects. IJTSRD running an International Journal who are proving quality publication of peer reviewed and refereed international journals from diverse fields that emphasizes new research, development and their applications. IJTSRD provides an online access to exchange your research work, technical notes & surveying results among professionals throughout the world in e-journals. IJTSRD is a fastest growing and dynamic professional organization. The aim of this organization is to provide access not only to world class research resources, but through its professionals aim to bring in a significant transformation in the real of open access journals and online publishing.

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