Queuing Model Analysis of Service Efficiency at a Commercial Bank in Maiduguri, Borno State

Commercial banks in Nigeria's North East geopolitical zone face unique operational pressures driven by elevated cash transaction volumes, limited digital payment adoption, and post-crisis population concentrations in urban centres. This study applies the M/M/s queuing model to analyse service efficiency and customer waiting experience at a commercial bank branch in Maiduguri, Borno State. Data on customer inter-arrival times and teller service durations were collected through direct observation over three weeks, covering morning, midday, and closing business hours across five banking days. Arrival rate and service rate parameters are estimated from empirical data, and the M/M/s model is applied to compute system performance metrics including mean queue length, average time in system, server utilization, and the probability of zero customers in the system. Results indicate that average customer waiting time peaks at 34 minutes during lunchtime rush periods, with teller utilization exceeding 88 percent, well above efficient operating thresholds. Simulation of alternative staffing levels demonstrates that deploying one additional teller during the 12pm to 2pm window reduces average waiting time to under 10 minutes. The study also evaluates the potential impact of mobile banking adoption on reducing counter transaction volumes. Recommendations include dynamic teller scheduling and targeted mobile banking literacy campaigns for customer segments currently reliant on counter services. This research offers evidence-based service improvement guidance for bank branch operations in North East Nigeria. Keywords: queuing model, commercial bank, service efficiency, Maiduguri, M/M/s model