THEORETICAL UNDERSTANDING OF THE CAUSES OF QUEUES IN BANKS AND AUTOMATED TELLER MACHINE (ATM) DISPENSING POINTS IN NIGERIA

Abstract

Over the years, delays and queuing problems are most common
features of banking operations in Nigeria. It was observed by
several scholars that one of the frequent customers complaints are
the issue of long queues, delays and congestions in banking halls,
and these frequent challenges have led to movement of customers
from one bank to another where they can access services without
much delay because time is money. The paper therefore, examines
the causes of these challenges in order to proffer
recommendations for improving the efficiency of banking
services. The study employed the use of secondary data and
content analysis to assess these causes by reviewing empirical
studies carried out by several scholars. The findings revealed
that, the unnecessary delays and queues in banking halls and ATM
points ranges from inadequate number of ATM dispensing points,
insecurity of e-banking services, low speed of most ATM
machines, perception of customers towards the use of ATM,
banking consolidation with inadequate banking architecture in
place and breakdown of computers. The study recommends that
banks should installed more ATM at their premises and stock with
money 24/7 especially during the month-ends or salary payment.
Thus, it would be good for the banks to increase their server point
of payment when arrival rate exceeds service rate. Improve their
services and work on their staff to be fast and efficient. Moreso, the
banks should employed more staff and improve their security
where by the customers would patronise the use of mobile
banking, internet banking, tele-banking and POS.