Abstract:
The study examines the waiting lines management practice in the Ethiopian banking industry in
case of Dashen Bank S.C Addis Ababa district branches by considering the major factors of the
study like perceived waiting time, information provided, waiting environment, and queue
discipline. For the study, from a total of 209 populations, 144 samples were partaken from
customer service experts of the bank. The study adopted a mixed approach to gather data that
could not be obtained by a single method whether qualitative or quantitative. Since, the study
describes the current situation of the problem descriptive research design was employed.
Further, to constitute a population that represents the whole stratified sampling technique were
used. In the study, the primary data were obtained through questionnaire, interview and
observation of on-going activities while secondary data were collected through critical
exposition of articles and journals. Results obtained were then analyzed using SPSS V.20.
Statistical techniques like mean, and standard deviation were used to analyze the data.
Moreover, single-queue-multiple servers queuing model assumptions and formulas were used to
calculate arrival and service rates. The study found customers perceived they are waited very
long. It also founds train employees and strive for service recovery to reverse bad customer
experience arising from long queues were the mechanism designed to minimize queues. The
existence of weak network infrastructure, relatively high cost of internet, and unwillingness of
customers to use electronic banking out of branch, are the challenges faced while managing
queues. It is recommended among other things, the bank should provide training on the
techniques of managing queues for its employees and disseminate continuous information on the
standard time of each service category to have adequate understanding of the time being taken
from the arrival to end of service so as to minimize the perceived waiting time of customers.
