A Comparative Study Between Two Commercial Banks Using Multi Server Queuing Model

The Study conducted for a Comparative Evaluation of customer service efficiency on HDFC and ICICI Bank applying a Multiserver Queuing model. The major objective of this research paper is to evaluate customer service efficiency, system utilization, average customer waiting time in a queue and in the system, and service capabilities for both bank under varying arrival rates. For this research purpose data of both banks which contains arrival and service rate were collected by direct survey and interview during peak working hours (11:00 am to 2:00 pm) for three consecutive working days. The findings shows that HDFC Bank has demonstrate lower average system utilization (𝜌 = 0.45) compared to ICICI (𝜌 = 0.52). It express relaxed service surroundings because server are not overloaded and comfortably handles peak loads during peak hours and it also takes shorter average waiting time of customer in a queue. On the other hand, ICICI bank handles a higher customer request with minimal servers, and little faster overall processing time (waiting +service) that indicates better allocation of resources and efficiency in operations.