The Problem of Queing in the Financial Institution in Tanzania

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CHAPTER ONE
1.0 Introduction

As the world turns to a global village characterized by intense and ever increasing competition, operation bank managers continue to experience wrenching changes, which they must keep up with for survival. Bank customers have also become increasingly demanding. Today, they require high quality, low price and immediate service delivery and tomorrow, they want additional components of value from their chosen banker. Since service delivery in banks is personal, customers are either served immediately or join a queue (waiting line) if the system is busy. Waiting line is what we encounter everywhere we go, while shopping, checking into hotels, at hospitals and clinics e.t.c in additional non-queuing environment, customers left confused as what line to stand in, what counter to go to when called by noisy crowded environment (Yechiali etal, 1995). They obvious but unfortunately at large either because nobody speaks for this most marginalized sector of our society or because many pretend that such issues are not significant. The Government found it difficult to handle the situation or they are not aware of it because is considered as the institutions problem that many to those in different areas. Many societies know the true situation they perceive. All though this is not an excuse for failure to intervene, it is necessary to armed with relevant data and information that will validate the problem that people are facing, convince policy 1

makers, service providers, community leaders, government and other stakeholders, and inform the planning of future interventions. Bank customers accumulate numerous experiences that we cannot maintain to sufficiently understand; they are seen but are not heard and thus poorly understood. This research seeks to create a mechanism for these people’s voices in Tanzania that has in Dodoma, it seeks to understand the true situation in the region and thus provide initial baseline information from which necessary benchmark to be provide.

1.1 Statement of the Problem

The problem of queuing in the Financial Institutions in Dodoma.

Consistent to now days of development, the process has become one of the big issues that are barely observing. Problem is not reducing. This study questions the level of effectiveness of the services and liability that hold on approaches considered inadequate in influencing the changes. It therefore wishes to examine these approaches, the messages derive from them, and the motives underlying resolve to early approaches despite of the changing of some systems of services in those Banks.

1.2 Objective of the study

The obvious cost implications of customers waiting range from idle time spent when queue builds up, which results in person-hour loss, to loss of goodwill, which may occur when customers are dissatisfied with a system. However, in a bid to increase service rate, extra hands are required, which implies cost to management. 2

The responsibility is then on the management to strike a balance between the provision of satisfactory and reasonable quick service and minimizing the cost of such service. Thus, the management should evaluate performance of different queuing structures and strike a middle ground between costs on one hand, which is the main thrust of this study.

The primary objective of this study in the line with the identified problems is to determine whether the present capacity level in the banking industry, using National Microfinance bank (NMB) as a case study. Strike a balance between the cost of providing service and the time of waiting. This was carry out by measuring:

i. ii. iii.

The number of customers waiting service The processing time and The probability that the facility will be idle

The study specifically aims to determine;

i. ii.

The amount of customer is likely to experience in a system; How the waiting time will be affected if there are alteration in the facility to the system,...
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