Applying Simulation Method in Determining the Queue Service Capability: Empirical for ATM

Abstract: This research aims to systematize some basic theories of simulation methods, to apply simulation methods in defining the queue service and empirical study for ATM facility. One of the main findings of the research is: (i) Establishment of a general model for defining queue service capacity, (ii) Establishment of a simulation program of capacity utilization through the assessment of parameters: the number of customers using the service, the number of customers leaving; the waiting time of customers; the idle time of facility, and (iii) formulating a suitable simulation technique which will reduce idle time of servers and waiting time of customers for any bank having ATM facility. This simulation technique will be helpful for any company improving and enhancing customer’s satisfaction.

Key words: service capability; simulation; ATM

JEL codes: O