Kountur, Ronny (1998) THE REEXAMINATION OF QUEUING PRACTICES IN SELECTED BANKS: PROSPECT FOR A SUPPLEMENTAL MODEL. Doctoral thesis, Technological University of the Philippines.
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Abstract
The study was intended to find out whether: (1) There is a statistically significant difference in the proportion of customers entering the queue among three different times in a day - morning (9 a.m. to 11 a.m.), noontime (11 a.m. to 1.00 p.m.), and afternoon (1.00 p.m. to 3:00 p.m.); and (2) There is a statistically significant correlation between the number of transactions completed and the teller’s gender. In collecting data for the first hypothesis the researcher was able to interview 16 bank officials in 16 different branches from 12 different banks located in Metro Manila. In collecting data for the second hypothesis, eight branches of five different banks were taken wherein thirty tellers were observed. For the first hypothesis, H0 was rejected at = .05. There was a statistically significant difference in the proportion of customers entering the queue among three different times in a day - morning (09:00 a.m. to 11:00 a.m.); noontime (11:00 a.m. to 01:00 p.m.); and afternoon (01:00 p.m. to 03:00 p.m.). Specifically there is a 7 higher proportion of customers in the morning (09:00 a.m. to 11:00 a.m.) than at noontime (11:00 a.m. to 01:00 p.m.) and afternoon (01:00 p.m. to 03:00 p.m.). For the second hypothesis, H0 was accepted at = .05. There was no statistically significant correlation between the number of transactions completed and the teller’s gender. Banks in the Philippines, particularly those located in Metro Manila need to re-examine their way of managing their queue system. A supplement queue model applied to banks is recommended. This is to enable them to come up with the most efficient way of managing the queue. This model is used to predict number by proportion of customers where, na = m / 3.24 or m = 3.24 na (m = the customer arrival rate per period in the morning - 09:00 a.m. to 11:00 a.m.; and na = the customer arrival rate per period in the noontime-afternoon - 11:00 a.m. to 03:00 p.m.)
| Item Type: | Thesis (Doctoral) |
|---|---|
| Subjects: | A Management > AB Management |
| Depositing User: | Slamet SPJ Pujiana |
| Date Deposited: | 31 Dec 2025 01:29 |
| Last Modified: | 31 Dec 2025 01:29 |
| URI: | http://repo.ppm-manajemen.ac.id/id/eprint/2157 |
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