A. O. Shonubi, O. U. Asikhia, J. K. Obamiro


Timely delivery of service has been identified as one of the important vision of most banks in recent time. Unmanaged queues are detrimental to the productive operation of banking service systems. It is in light of this, that this study investigated the queuing analysis of system factors and market performance of Automated Teller Machine (ATM) service in selected deposit money banks in Lagos state, Nigeria.The study used survey research design. The population of the study consisted of 258,699 customers. A multi-stage sampling technique was used in selecting the sample size of 931 using the Cochran's formula. Observation and a validated questionnaire were used. The Cronbach's alpha coefficient for the constructs ranged between 0.844and 0.98. A total of 931 copies of the questionnaire were administered, with response rate of 82.9%. The data gathered were analysed using the queuing formula and regression analysis.Findings revealed that all the parameters (l =traffic intensity, that is the probability that the machine is busy, L = number of q customers in the queue, L = number of customers in the system, W = number of minutes spent in the s q queue, W = number of minutes spent in the system) used to measure queuing efficiency were high s for Guaranty Trust Bank Plc in spite of more customers' patronage in the bank. This implies that Guaranty Trust Bank Plc is more efficient in management of their queue compared to Zenith Bank Plc (l = 0.57, L = 1, L = 2, W = 0.24, W= 0.72). Furthermore, there was a significant effect of q s q s queuing analysis of system factors on market performance. All the queuing analysis of system factors variables had positive effects on market performance (service capacity: r = 0.267; R2 = 0.071; p < 0.05, innovation: r = 0.250; R2 = 0.062; p < 0.05, service quality: r = 0.339; R2 = 0.115; p < 0.05, quality of money notes: r = 0.461; R2 = 0.212; p < 0.05). The study concluded that effective queuing analysis of system factors enhanced the market performance of ATM's service of deposit money banks in Lagos State, Nigeria. It was recommended that banks should increase the number of ATMsand put in place effective queuing system as a practice in their ATMs operations to be able to
achieve efficiency and market performance.


Queuing efficiency, System factors, Market performance, Automated Teller Machine, Deposit money Banks.

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International Journal of Management Science Research ISSN ISSN 2536 – 605X(Print)

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