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A framework for evaluating the performance of automated teller machine in banking industries: A queuing model-cum-TOPSIS approach

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This study proposes a framework for evaluating the performance of ATM by integrating queuing model and Technique for Order of Preference by Similarity to Ideal Solution (TOPSIS) methodology. | A framework for evaluating the performance of automated teller machine in banking industries A queuing model-cum-TOPSIS approach Accounting 4 2018 53 62 Contents lists available at GrowingScience Accounting homepage www.GrowingScience.com ac ac.html A framework for evaluating the performance of automated teller machine in banking industries A queuing model-cum-TOPSIS approach Christopher Osita Anyaechea and Desmond Eseoghene Ighravweb Department of Industrial and Production Engineering University of Ibadan Nigeria a bDepartmentof Mechanical Engineering Ladoke Akintola University of Technology Nigeria CHRONICLE ABSTRACT Article history The improvement in the provision of banking services to customers enhances bank s Received July 17 2017 performance profitability and productivity and the amounts of dividend declared to Received in revised format shareholders as well as bank s competitiveness. One means of fast tracking the service time for August 11 2017 bank customers is through the use of self-servicing machines such as automated teller machine Accepted September 14 2017 Available online ATM . Total service cost expected waiting time in queue ATM utilization and percentage of September 14 2017 customer loss are some of the performance indices that are used to evaluate the service rendered Keywords by a bank s ATM. This study proposes a framework for evaluating the performance of ATM Automated teller machine by integrating queuing model and Technique for Order of Preference by Similarity to Ideal Queuing theory Solution TOPSIS methodology. Applicability of the framework was tested using practical Performance index data obtained from four banks in Nigeria. It was observed that the average ATM usage in the TOPSIS study area was less than 50 . The TOPSIS results identified Bank A as the best ranked bank. In addition the results obtained revealed that banks with two ATM were ranked higher than banks with more than two ATM. 2018 Growing Science Ltd. All rights .