APPLICATION OF QUEING MODELS TO CUSTOMERS MANAGEMENT IN THE BANKING SYSTEM

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ABSTRACT

Queues are common sight in banks these days especially on Mondays and on Fridays. Hence queuing theory which is the mathematical study of waiting lines or queue is suitable to be applied in the banking sector since it is associated with queue and waiting line where customers who cannot be served immediately have to queue(wait) for service. The aim of this project is to determine the average time customers spend on queue and the actual time of service delivery, thereby examining the impact of time wasting and cost associated with it. The primary data were collected from the UBA branch at Okpara Avenue, Enugu, the data were collected based on the arrival pattern and service pattern of customers. The methodology employed followed the birth and death Markovian process. We further used the chi-square test to test the arrival pattern to determine if it follows a Poisson distribution and also tested the service pattern to determine if it follows an exponential distribution. The results obtained from the chi-square test showed that the arrival pattern follows a Poisson distribution and that the service pattern follows an exponential distribution, hence it can be analyzed using Markovian birth and death process. The results obtained showed that service rate is 0.1521 and arrival rate is 0.2157, the probability that servers are idle is 0.2786 and the cost incurred from waiting is N938.597. We were now forced to recommend based on the analysis, that the Bank management should increase the number of servers to three so as to help reduce the time customers spend on queue and also reduce cost incurred from waiting. We now concluded that the objective of this project was achieved.

CHAPTER ONE

INTRODUCTION

• BACKGROUND OF STUDY

Queue is a common sight in banks especially on Mondays and Fridays. The

word queue comes via French and the Latin Cauda.Customersmeani waiting in line to receive services in any service system is inevitable and that is why queue management has been where the manager faces huge challenge. Hence, queuing theory is suitable to be applied in the banking system. Since it is associated with queue or waiting line where customers who cannot be served immediately have to queue (wait) for service for a long time and time being a resource ought to be managed effectively and efficiently because time is money. Queuing theory as the mathematical study of waiting lines or queues. It is generally considered a branch of operations research because the results are often used when making business decisions about the resources needed to provide service (Wikipedia, 2008).

Queuing theory is also known as the theory of overcrowding; it is the branch of operational research that explores the relationship between the demand on a service system and the delays suffered by the users of that system (A.K. Sharma, 2013)

Queuing theory is a major topic for applied mathematics that deals with phenomenon of waiting and arises from the use of powerful mathematical analysis to describe production processes (M. Masurdi, 2011).

The study of queues deals with quantifying the phenomenon of waiting in lines using representative measures of performance, such as average queue length, average waiting time in queue and average facility utilization (H.A. Taha 2002)

Queueing theory can also be applied to a variety of operational situations where it is not possible to accurately predict the arrival rate (or time) of customers and service rate (or time)) of service facility of facilities. Queuing theory permits the derivation and calculation of several performance measures including the average waiting time in the queue or the system, the expected number waiting or receiving service and the probability of encountering the system in certain states, such as empty, full or having an available server or having to wait a certain time to be served.(Biju, M.K (2011)

queuing models provide the analyst with a powerful tool for evaluating the performance of queuing systems( Bank, Carson, Nelson & Nicol, 2001)

• STATEMENT OF PROBLEM

This study is required to investigate the expected waiting time of customers and the actual waiting time in banks, where the gap between the actual and expected

waiting time can be analyzed to know how to improve on the efficiency and

effectiveness of their bank. Such problems are

• How poor service facilities has affected the overall bank performance.

• How poor service pattern affects queue discipline.

• How service facilities has affected the time of customers

• How poor service delivery impacts on time.

• How poor   service’s   delivery   has   aff

• AIMS AND OBJECTIVES OF THE STUDY

The aim of this study is to determine the amount of average time customers spend on a queue and actual time of service delivery. Therefore the objectives of this study are as follows:-

• To examine the impact of time wasting on the weak performance.

• To improve on the efficiency and effectiveness of their operations.

• To help bank mangers improve custo management.

• To improve on time management which is a resource.

• SIGNIFICANCE OF STUDY

This study when completed will be significant to many people and organisations especially banks in Nigeria. First of all, it will add to the literature on queuing theory and management which will be accessed by lecturers and scholars.

Most importantly, Bank Managers will benefit a lot from this study as they will apply this theory in their various banks, thereby reducing the amount of time

spent on queues which mightandimproveleadon to their overall efficiency and effectiveness.

1.5.  RESEARCH QUESTIONS

In terms of the analysis of queuing situations, the type of questions in which we are interested in are typically concerned with measures of system performance which includes

• To what extent does the service time differ from the actual time that customers have to wait before being served?

• To what extent does poor service pattern affect queue discipline?

• To what   extent   do   service   facilitie

• To what extent does the average service time affect the overall performance of the bank?

• How does   poor   service   delivery   affe

• SCOPE AND LIMITATIONS OF STUDY

In this paper, we will be studying one bank and our concern is the single queue multiple service point because of lack of time and resources to embark on large scale study on majority of banks. One bank to our mind is fair judgement. The queue discipline is first in first out (FIFO) and the arrival is strictly random.

We also consider a Poisson distributed arrival times and exponentially distributed service times.

1.6.1  PROBLEM DEFINITION

Single-channel queuing system with multi where S>1) are operated by banks with the hope of giving customers maximum satisfaction and also make their profit, the problem arises when these objectives are not reached.

• DEFINITIONS OF TERMS ASSOCIATED WITH QUEUING MODELS

We now look at the definition of terms associated with queuing theory Queue –A queue can be defined as an aggregation of items waiting for a service function. Queuing theory –This is the construction of mathematical model of varying forms of queuing systems. Arrival –This element is concerned with the rate of entry by customers into the system.

Queuing discipline –This element is concerned with what goes on between the arrival time of a customer and when service is rendered to him/her.

Server –An operation fed by a queue

Phase –A queue and its connected servers, or router to a server.

Arrival pattern –This is the manner in which customers arrive in the system for service.

Service pattern –This is the rate in which the service channel renders service to a customer.

Balking –This is the refusal of a customer to join the queue if the queue is long.

Reneging –This is the withdrawal of a customer from the queue because of the length of the waiting line.

Jockeying –When a customer withdraws from a queue to join another one because the new queue is shorter.

Arrivalmeanratenumber of(λ):arrivalper unit time.

Service rate (µ): Mean number of customers that can be served at 100% utilization by each individual server per unit time (usually per hour a day)

• QUEUING MODEL NOMENCLATURE

In queuing theory, a standard terminology is employed. It is often called the

Kendall’s                           notation.

Kendall’s                           notation   for   specifyingere   que

V indicates the arrival pattern. W denotes the service pattern.

X signifies the number of available servers.

Y      represents   the   system’s   capacity.

Z designates the queue discipline.

But we majorly restrict ourselves to the first three notations on the assumption that customers leave the system immediately…

ANALYSIS OF THE IMPACT OF COURSE OF STUDY ON STUDENTS ATTITUDES TOWARDS ENTREPRENEURSHIP DEVELOPMENT IN NIGERIA

                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                       ABSTRACT.

The study is an empirical work that attempted to investigate the background of analysis of impact of students disposition in business attitudes within the context of their educational endeavour and personal behaviours are explored within the individual concept of interest. The study analyzed and compared the differences in entrepreneurial potential and perception about entrepreneurship by graduating students of Kaduna Polytechnic. Scholars were consulted to determine their contributions to the body of knowledge within the confines of research study. The total research population was 3804 with a sample size of 370 as the respondents using stratified research design to achieve the objectives of the study and primary data collected by means of closed-ended questionnaire as instrument. The statement of hypothesis to be tested: H₁: An individual student’s course of study has significant positive impact on students’ tendency to be an entrepreneur; H₀: An individual course of study has no significant impact on a students’ choice of being an entrepreneur. Frequency distribution tables were used for the analysis of data collected while the hypothesis was tested using the Chi-square (X²) and the effect of each variable on the sample subjects. The study revealed that entrepreneurship practice is never restricted to one particular descriptive but applies to all aspects of human endeavour and also contributes to human and economic development of a nation. Recommendations as to the roles of individual and stakeholders were put forward particularly that the governments at all levels need to cerate a favourable business climate to boost entrepreneurial development in Nigeria.

TABLE OF CONTENTS

CHAPTER ONE:

1.0    Introduction       –        –        –        –        –        –        –        1-2

1.1    Background of the study     –        –        –        –        –        2-5

1.2    Statement of the problem   –        –        –        –        –        5-6

1.3    Objectives of the study        –        –        –        –        –        7

1.4    Significance of the study     –        –        –        –        –        7-8

1.5    Research questions    –        –        –        –        –        –        8-9

1.6    Statement of hypothesis     –        –        –        –        –        9

1.7    Delimitation / scope of the study-        –        –        –        9-10

1.8    Definition of terms     –        –        –        –        –        –        10-12

CHAPTER TWO: LITERATURE REVIEW

2.0    Introduction       –        –        –        –        –        –        –        13

2.1    Historical perspective of research area         –        –        –        13-15

2.2    Conceptual definition of entrepreneurship  –        –        15-18

2.3    Concept of entrepreneurship and entrepreneur   –        18-20

2.4    The process of entrepreneurship          –        –        –        –        20-22

2.5    Concept of development      –        –        –        –        –        23-24

2.6    Meaning of entrepreneurship development-        –        24

2.7    Factors influencing entrepreneurship development in the 21^st century-        –          –        –        –        –        –        25-30

2.8    Characteristics and skills of an entrepreneur       –        31

2.8.1Entrepreneurial characteristics  –        –        –        –        31-34

2.8.2Entrepreneurial skills         –        –        –        –        –        –        34-35

2.8.3What is entrepreneurial spirit    –        –        –        –        35-36

2.9    Dynamics of the brain as the seat of entrepreneurial empowerment      –        –          –        –        –        –        –        36-37

2.10  Functions of entrepreneurship   –        –        –        –        37-39

2.11  Benefits of entrepreneurship      –        –        –        –        40-42

2.12  Factors determining the extent of entrepreneurship     42-43

2.13  Factors influencing the development of the individual entrepreneur     –        –          –        –        –        –        –        44-46

2.14  The role of marketing in entrepreneurship development in Nigeria       –        –          –        –        –        –        –        –        46-48

2.15   Challenges of entrepreneurship development in Nigeria        46-48

2.16  The role of entrepreneurship in the development of enterprises    –        –        –          –        –        –        –        50-51

2.17  The role of government towards entrepreneurship development in Nigeria   –          –        –        –        –        51-56

2.18  The role of entrepreneurship in economic development         56-59

CHAPTER THREE: RESEARCH METHODOLOGY

3.0    Introduction       –        –        –        –        –        –        –        60

3.1    Area of study     –        –        –        –        –        –        –        60

3.2    Research design         –        –        –        –        –        –        –        60

3.3    Justification for its adoption        –        –        –        –        60

3.4    Population of the study       –        –        –        –        –        61

3.5    Sample size and sampling techniques-        –        –        61

3.6    Justification for sampling section        –        –        –        –        61-62

3.7    Methods of data collection –        –        –        –        –        62

3.8    Instruments used in data collection    –        –        –        62

3.9    Method used in presentation and analysis of data collected (Data analysis techniques)        –        –        –        –        –        63

3.10  Limitations        –        –        –        –        –        –        –        63

CHAPTER FOUR: PRESENTATION AND ANALYSIS OF DATA

4.0    Introduction       –        –        –        –        –        –        –        64

4.1    Respondents characteristics and classification     –        64

4.2    Presentation and analysis of data       –        –        –        65-72

4.3    Answer to research questions and or test hypothesis   72-76

CHAPTER FIVE: SUMMARY, CONCLUSION AND RECOMMENDATIONS

5.0    Introduction       –        –        –        –        –        –        –        77

5.1    Summary  –        –        –        –        –        –        –        –        77-78

5.2    Conclusion         –        –        –        –        –        –        –        –        79-80

5.3    Recommendations      –        –        –        –        –        –        80-82

Bibliography

Appendixes

CHAPTER ONE

1.0    INTRODUCTION

The rate of unemployment among school graduates is quite alarming in Nigeria. As part of measures to ameliorate the growing ugly situation, government at all levels (federal, state and local) are putting in place measures to encourage self-reliance, creativity and innovation drive through entrepreneurship development in Nigeria.

To understand entrepreneurship and development is to discover why Nigeria is described as a developing economy. Developing economy explains the extent by which men and women should contribute to develop workable ways or strategies in order to achieve economic growth and development. It revitalizes the dominant potentialities of every youth in providing job employment for others rather than seeking out for employment. It also assists to underscore the responsibilities of the government in fostering an environment of growth for entrepreneurial initiatives. It further opens avenues for the government to develop the right strategies especially in addressing poverty in the country (Erlinda D, 2011).

1.1  BACKGROUND OF THE STUDY

It is envisaged that government at all levels will have to put in place all necessary infrastructures to promote the growth and development of small and medium scale enterprises (SME) in the country to enable Nigeria attain the Millennium Development Goals (MDGs) target set by the United Nations by the year 2012 and Nigeria vision 20-20-20. A vibrant SMSE sector is critical in the realization of MDGs objective.

Experts have observed that Nigeria may not likely meet the MDGs target by reducing poverty by 50% by the year 2015 considering the present status of SMSE operations in Nigeria.

It is universally accepted that Micro (Small) and Medium Scale Enterprises are the engine of development of any nation. A nation’s rate of development is determined by the number of SMEs in the country.

Statistical studies have shown that 40 – 50% SMEs in most advanced countries of the world are owned by graduates or those who passed through Colleges. Given this facts in Nigeria, the opposite seems to be the case (Business Day Newspaper 9^th Jan., 2007, pg. 13).

Scholars have divergent views on who is an entrepreneur and who is not. While the first school of through is of the opinion the entrepreneurs can be made (taught through formal classes) the other group however are of the opinion that entrepreneurs are born (an inheritance). They argued further that entrepreneurs possess special qualities and must have the right attitude and disposition towards entrepreneurship.

This development is likely to inculcate in students the right aptitude and attitudes to starting their won business and by implicating making them a better entrepreneur. Considering the fact that the key factors that give rise to enterprise are personal, sociological and environmental factors. For quite some time now by statistical analysis, over 3 millions Nigerians in a given year become qualified to form the labour market largely from both Universities and Polytechnics but, regrettably, not more than 10% of this population are likely to gain employment to join the formal sector. The International Labour Organization collaborated this very poor level graduates, employment yearly (Bugaje, Hamalai & Indabawa, 2002).

Indeed, it is obvious that with the level of development and attendant threats in Nigeria, the possibility of government having the capability of leveraging poverty and meeting the United Nation target on MDGs 2012 is remote.

Inspite of the Federal Government of Nigeria’s effort towards setting up institutions such as National Poverty Alleviation Programme (NAPEP), Small and Medium Scale Enterprises Development Agency (SMEDAN), National Directorate of Employment (NDE), National Economic Reconstruction Fund (NERFUND) and other relevant programmes with other world bodies and NGOs, the piece of entrepreneurship development is still low when compared with other developing countries with developed nation taking the lead.

Thus, this research work is an attempt to investigate the individual characteristics of graduating students with a view to understand whether some students are more likely to take to entrepreneurship than others irrespective of their course of study. Attempt will be therefore be made to understand the possible influence of a students course of study in their desire to start a business of their own.

1.2    STATEMENT OF THE PROBLEM

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THE NEGATIVE IMPACT OF WOMEN AND CHILD TRAFFICKING

Abstract

The negative impact of women and child trafficking is a project work written by Faith Amarachi Igbokwe, in partial fulfillment in statistics from Nuhu Bamali polytechnic Zaria.

The project aimed at observing the level of child and women being trafficking on the society. Chapter one gives the historical background of Nigeria immigration service, the scope and general aims and specific objective carried out in this project.

Chapter two describe the statistical tools used in the project and how these tools should be used. Also the literature review is included.

Chapter three present the method of data collection, problem and presentation.

Chapter four shows the analysis of the data collection using the statistical tools discussed in chapter two.

The last chapter, chapter five gives the conclusion drawn based on the analysis carried out in chapter four and the recommendations of the researcher.

The project was supervised by Mallam Jubrin Saidu.

CHAPTER ONE

1.1 INTRODUCTION                                                             1

1.2 AIMS AND OBJECTIVES                                                         2

1.3 HUMAN TRAFFICKING AND CHILD LABOR                      2

1.4 SCOPE OF COVERAGE                                                            3

CHAPTER TWO

2.1 LITERATURE REVIEW                                                            4

2.2 STATISTICAL TOOLS                                                              9

CHAPTER THREE

3.1 METHODOLOGY                                                            14

3.2 METHOD OF DATA COLLECTION                                        14

3.3 PROBLEMS ENCOUNTERED IN DATA COLLECTION                 17

3.4 DATA PRESENTATION                                                           18

CHAPTER FOUR

4.1 DATA ANALYSIS

CHAPTER FIVE

5.1 CONCLUSION                                                                           27

5.2 RECOMMENDATION                                                              27

REFERENCE                                                                                   28

CHAPTER ONE

1.1  INTRODUCTION

Human trafficking as a new trend meriminelity is often referred to as “modern day slavery”. Some people call it “the exploitation of the vulnerability of a person by a mother, having control over such person or for mainly exploitative purpose or financial gains, the manner of such exploitation very from force labor to sexual exploitation. Child labor and domestic slave force to obey another person all acts felt pity than love to slavery with money being the propelling factor for perpetrating such acts. There are internal and across the border trafficking.

Child labor refers to the use of children of school age, normally bellow the age of 18years working to earn a living under conditions that impair their physical, cognitive emotional mental and social development and which also deprives them of opportunity for recreational activities and privileges of childhood.

This new dimension of crime is solid to be organized and studies have revealed that, there are syndicates (middlemen/women) that specialize in perpetrating the crime.

Trafficking is a violation of fundamental human right.

Trafficking in persons is a global problem affecting large numbers of children some estimate have as many as 1.2 million children being trafficked every year. There is a demand for trafficked children as cheap labor or for sexual exploitation. Children and their families are then unaware of the dangers of trafficking believing that better unemployment all lives lay in other countries of the world like Germany, Nigeria, Japan, and Italy.

1.2  AIMS AND OBJECTIVES

For the research to be meaningful and valid there should be a clearly defined objective of such survey aim at follow

i.            Trafficking in persons.

ii.            To determine the rear of population in trafficking.

iii.            To see the effect of trafficking in the society.

iv.            To determine the low enforcement and administrator.

1.3  HUMAN TRAFFICKING AND CHILD LABOR

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