Simulation and Analysis of a Bank Queuing System Using Arena Software

Lim, Zhi Hang (2025) Simulation and Analysis of a Bank Queuing System Using Arena Software. Final Year Project (Bachelor), Tunku Abdul Rahman University of Management and Technology.

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Abstract

Improving queuing systems is essential for improving customer satisfaction and operational efficiency within banking services. Extended wait times during peak periods present a considerable challenge, resulting in customer dissatisfaction and potential revenue decline. Conventional optimization techniques frequently do not meet the evolving demands of the banking sector, underscoring the necessity for innovative strategies. This research aim to optimize banking queuing systems by analysing customer arrivals, wait times, and resource allocation. A simulation model was developed using data analysed through an input analyser, starting with a base model of six counters and six staff members, each assigned to one counter. Three scenarios are investigated to assess possible enhancements. Scenario 1 reduces the system to five counters and five staff members, maintaining one staff member per counter. Scenario 2 employs a dynamic grouping approach: six staff members are divided into groups of three, two, and one, collectively managing six counters. Scenario 3 also consists of five counters and five staff members, grouped into two teams—one managing three counters, the other two. Simulation result indicate that Scenario 2 provides the most effective balance between resource utilization and customer service, leading to improvements in wait times, staff allocation and service durations. These results emphasize how effective simulation-based methods, like Arena Software, can be in improving queuing systems. Adopting Scenario 2 can help banks in improving service delivery and optimize resources allocation, enhance the overall customer experience. Keywords: Queuing system, Simulation, Arena Software