Evaluation and Optimization of Queue Situation in Mellat Bank Branches Using Computer Simulation

Queues are one of the pillars of queuing systems that customers often encounter. Systems modeling and the use of computer simulation in queuing systems reveal the hidden realities of systems. Using and applying different methods makes it possible to reduce the length of the queue and the waiting time of customers, and in general, this improves the state of the system. A bank branch is one of the places where most customers experience waiting in queues. In branches that have many customers, account opening and debit card issuance always cause a lot of accumulation due to the many steps and applicants, which results in dissatisfaction. As such, most branches take different measures to face this issue so they have the best work efficiency and also reduce queue pressure. In this article, the entry and exit information of 12,300 customers from four Mellat Bank branches was collected for 30 days, and statistical analysis was performed using Minitab software. To this aim, the queue behavior was analyzed, modeling and programming were performed, and computer simulation with R software and using the power of time extension for 100 working days was conducted. As a result, the strengths and weaknesses of different service models were identified in the banking queue system so that the best decision can be made for the service delivery pattern.