The Problem of Queing in the Financial Institution in Tanzania
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
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
References: City Population website. (2006). http://www.citypopulation.de/ Cooper, R.B (1972) Introduction of Queuing Theory, New York, Macmillan. James J. Buckley, (2005), Simulating Fuzzy System, StudFuzz 171, 161-164. Springer-Verlag Berlin Heidelberg. http://www.springerlink.com retrieved 2010-05-23 Juwah, (1986), Operational Problems and Customers Dissatisfaction, CBN Bullion Robert, B.T (1997) Customer Service for the New Millennium. Career Press 800:239-6681, www.innovastioresource.com Retrieved 2010-05-19. Seminar Paper Series, Obafen Awolowo University, Ile-Ife. Yechial, U. Altmand, E. and Kofm, D. (1995) Discrete Time Queues with Delayed Information. Vol 19:361-376.