Les cahiers du CREAD
Volume 40, Numéro 3, Pages 25-48
2025-05-15

The Application Of Queuing Theory To Improve Quality Of Service Presented By Cnep Bank - Jijel Agency



Authors : Alioune Abdelhak .

Abstract

This study aimed to explore the impact of applying queuing theory in administrative decision-making in the Banking sector to tackle the issue of long waiting time for customers, in one of CNEP Bank (JIJEL agency, Algeria). Key conceptual frameworks were addressed for research variables, using the software (QM Windows) for analyzing different data, and the study was conducted from January 20, 2023 to February 7, 2023. The result of the research and analysis showed that the application of the Queuing Theory helps in making sound administrative decisions related to reducing waiting time in the studied Bank branch.

Keywords

Queuing Theory ; Administrative Decision ; CNEP Bank - Jijel Agency ; QM Windows

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