Modeling and Analysis of Customer Service in Banking System Using Arena Software

Discrete event simulation (DES) has been an effective tool used widely to model and analyze various types of manufacturing and service systems. Multiple software's are available to imitate real manufacturing or service systems without interrupting it. This paper presents the use of Event Based simulation to analyze and enhance services provided by banking sector. ARENA simulation software was utilized to build a simulation model that represents the current situation. After validating the model, the current performance was recorded and different scenarios were evaluated by utilizing the “OPTQUEST for ARENA” optimization tool, according to which recommendations and suggestions were provided. The suggested configuration would reduce the queue length and cut the utilization of counters by more than half