Assessing Factors Affecting Waiting Time in Banks - GWU Study

This research proposal aims to identify and analyze the factors that contribute to waiting times in banks, a critical issue affecting customer satisfaction and brand value. The study outlines the research problem, which centers on customer hardships due to prolonged waiting times, and establishes the purpose of identifying key factors such as branch size, desk type, and service availability. The research objectives include pinpointing these factors, understanding the challenges banks face due to long waiting times, and exploring strategies to mitigate these challenges. The proposed methodology involves a quantitative approach, utilizing primary data collected through online surveys from bank employees. Data analysis will employ quantitative methods, with findings presented through graphs and charts. The research incorporates a literature review, a detailed timeframe, and a work plan to ensure a structured and timely investigation. Desklib provides access to similar research papers and solved assignments for students.

Running head: FACTORS AFFECTING WAITING TIME IN BANKS
Assessing factors affecting waiting time in banks
Name of the Student
Name of the University
Author’s Note

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FACTORS AFFECTING WAITING TIME IN BANKS
Table of Contents
1. INTRODUCTION.......................................................................................................................3
1.1 Research Problem.............................................................................................................3
1.2 Purpose of the study..........................................................................................................3
1.3 Research Objectives..........................................................................................................4
1.4 Research Questions...........................................................................................................4
2. LITERATURE REVIEW............................................................................................................5
3. RESEARCH METHODOLOGY................................................................................................6
3.1 Research design.....................................................................................................................6
3.2 Data Types and Sources.........................................................................................................6
3.3 Data Gathering techniques.....................................................................................................6
3.4 Data Analysis and interpretation...........................................................................................7
4. TIMEFRAME AND WORK PLAN...........................................................................................7
References........................................................................................................................................9

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1. INTRODUCTION
Business organizations are seeking the help of mobile applications to deliver their
services to the customers. Mobile integrations have been helping to maintain the growth of banks
in the country [1]. The use of line management in the bank has been making a different approach
to develop the banks in the market. Organizational behavior has been an important factor for the
growth of the business in the market.
The research focuses on the factors affecting the waiting time in banks. The research
identifies all the factors and elements that might affect the waiting time in banks. The research
will use a proper methodology using the quantitative approach. Data will be collected from
primary sources. Data analysis will be done using the quantitative data analysis method.
1.1 Research Problem
The problem in the research is the hardships faced by the customers in banks regarding
waiting time. Therefore, waiting time has been creating a rush in the bank. Therefore, the
customers have to wait for a long time for their chances for receiving services. These waiting
times impose a negative experience among customers. Therefore, the brand value of the banks
gets decreased in the market.
1.2 Purpose of the study
The purpose of the research is to identify the factors affecting waiting time in the banks.
There are various factors affecting waiting time in banks including the branch size, desk type,
availability of meters and working hours. The problems that cause the customers to face such

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delays in service in the banks will be discussed in this research. The purpose of the study is to
maintain a proper strategy for minimizing the waiting time in the bank.
1.3 Research Objectives
The objectives of the research are as follows:
 To identify factors affecting waiting time in bank
 To identify challenges faced by the bank due to high waiting time
 To replicate these challenges using different strategies in the bank
1.4 Research Questions
Following are research questions:
 What are the factors affecting waiting time in bank?
 What challenges are faced by the bank due to higher waiting time?
 How these challenges can be replicated by the bank?

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2. LITERATURE REVIEW
Banks have the responsibility to preserve the monetary fund of the general mass and
therefore form an essential organization for customers in the society. Therefore, waiting time in
banks is an important factor that affects the growth of a bank. It has been found that often the
customers have to wait in the bank for availing their services. Therefore, this creates frustration
and depression among the customers at a bank [2]. The maintenance of the banks depends on
different factors that are previously mentioned. Bank managers can be held responsible for
managing the waiting and queuing time for the customers at bank. It is the duty of a manager to
focus on the satisfaction of customers at banks. The growth of the banks depends on gaining new
customers and retaining old ones. Customer satisfaction is an important tool in the growth of
banks. The waiting time provided to a customer depends on the success of the bank in the
market.
There are various factors affecting the waiting time in banks. The factors include the size
of the branch, types of desks that are present in the branch, the types of services that are being
provided, and the availability of extended working hours [3]. The branch size also affects waiting
time for the customers at bank. If the branch size is small, number of employees would be less.
Therefore, the customers would have to wait a longer time for their turn. On the other hand, if
the branch size is big, the number of employees in the bank would automatically be more. The
customers would have to wait for a comparatively smaller time in the queue. Therefore, it can be
noticed that branch size creates a direct impact on the waiting time in bank [4]. The desk type
maintains the service department of a bank. Customers have to reach the desk for getting help
regarding their queries in bank. Therefore, the bank clerk has to be more active in order to attend

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the maximum of customers at a time. This would be able to help increasing the efficiency of
employees in banks [4]. This strategy would help in reducing the waiting time in banks as most
of the customers would be able to clear their query in lesser amount of time.
The type of services provided by the bank helps in informing customers about the
withdrawal and deposit of cash in the bank. Therefore, the service efficiency would help in
minimizing the queuing time of customers at bank. The working hours of employee affects the
waiting time in banks. Employees need to increase their efficiency in order to maintain the speed
of working and providing services to the customers in the bank [5]. Waiting time in banks has
been creating various unfavorable circumstances for the customers at bank. The line
management in banks helps in maintaining the waiting time for the customers in the bank. The
use of line management helps in maintaining different managerial and operational works in the
meantime.

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3. RESEARCH METHODOLOGY
Research methodology is an important part of the research that helps in linking the
problem factors with scientific processes related to the research topic. This research would use
quantitative approach for the proceedings in the study [6]. The researcher will maintain a proper
data gathering technique in the research that would help in acquiring the required data and
information for the study.
3.1 Research design
Research design in this case is of three types, including explanatory, exploratory and
descriptive research design. Exploratory research design explores about the factors affecting the
waiting time in the bank. Explanatory research design is the methodology for analyzing the
situation with the help of the research questions [7]. The researcher will use descriptive research
design in order to maintain a proper outline of the research. The descriptive research design
accesses the in-depth research of the factors affecting the waiting time in banks.
3.2 Data Types and Sources
There are two types of data and information in the research. These are the primary data
and the secondary data. The research would use the primary data as raw data for the study. The
data sources are dependent on the type of selected in the research [8]. Therefore, the researcher
will use online survey for collecting primary data related to the research topic.
3.3 Data Gathering techniques
The data gathering techniques are of two types. These are, primary data gathering method
and secondary data gathering method. The primary data gathering is used for collecting data

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form surveys. The secondary data gathering method is used for collecting secondary data from
online journals, articles, books and government databases [9]. Therefore, the researcher will use
the primary data gathering method in this case. Online survey will be conducted for data
gathering process. Survey questionnaire will be created in order to organize online survey. There
will be 10 close ended survey questions in the survey questionnaire. The sample size for the
survey will include 50 employees of a bank. Then, the answers of these participants will be
gathered as the data for research. The sample size has been selected by using techniques that are
simple and random [10]. The survey questions are related to the objectives and research
questions initiated at first.
3.4 Data Analysis and interpretation
Data analysis can be categorized in two types, such as, quantitative and qualitative data
analysis [11]. Quantitative data analysis deals with the primary data collected from online
surveys conducted before. Data and information collected from survey questionnaires are then
analyzed properly. The qualitative data analysis method is used for analyzing secondary data
collected from online journals, articles, books and government databases [12]. Therefore, the
researcher will use quantitative data analysis method for analyzing data and information
collected from the online survey. The use of Likert scale range 1 to 5 will be used for analyzing
data and information collected from online survey. The use of graphs, charts and tables will help
in better presentation of outcomes and results.
4. TIMEFRAME AND WORK PLAN
Task Name Duration Start Finish
WBS 60 days Wed 8/1/18 Tue 10/23/18

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Selection of the Topic 5 days Fri 6/29/18 Thu 7/5/18
Gathering of Data from secondary sources 7 days Fri 7/6/18 Mon 7/16/18
Preparing the layout 8 days Sun 7/15/18 Tue 7/24/18
Review of Literature 5 days Wed 7/25/18 Tue 7/31/18
Developing plan for the research 8 days Wed 8/1/18 Fri 8/10/18
Selecting appropriate techniques for research 24 days Sat 8/11/18 Wed 9/12/18
Gathering of Secondary data 14 days Thu 8/30/18 Tue 9/18/18
Data Analysis & Interpretation 10 days Wed 9/19/18 Tue 10/2/18
Findings and Discussion 15 days Wed 10/3/18 Tue 10/23/18
Conclusion to the study 2 days Wed 10/3/18 Thu 10/4/18
Preparing Rough Draft 6 days Fri 10/5/18 Fri 10/12/18
Completion of Final Work 7 days Mon 10/15/18 Tue 10/23/18
Table 1: Timeline
(Source: Created by Author)

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Figure 1: Gantt chart
(Source: Created by Author)

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References
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[3] Wang, Mei, Marc Oliver Rieger, and Thorsten Hens. "How time preferences differ:
Evidence from 53 countries." Journal of Economic Psychology 52 (2016): 115-135.
[4] Shortle, John F., James M. Thompson, Donald Gross, and Carl M. Harris. Fundamentals
of queueing theory. Vol. 399. John Wiley & Sons, 2018.
[5] Ozcan, Pinar, and Filipe M. Santos. "The market that never was: Turf wars and failed
alliances in mobile payments." Strategic management journal 36, no. 10 (2015): 1486-
1512.
[6] Taylor, Steven J., Robert Bogdan, and Marjorie DeVault. Introduction to qualitative
research methods: A guidebook and resource. John Wiley & Sons, 2015.
[7] Mackey, Alison, and Susan M. Gass. Second language research: Methodology and
design. Routledge, 2015.
[8] Flick, Uwe. Introducing research methodology: A beginner's guide to doing a research
project. Sage, 2015.
[9] Silverman, David, ed. Qualitative research. Sage, 2016.
[10] Ledford, Jennifer R., and David L. Gast. Single case research methodology:
Applications in special education and behavioral sciences. Routledge, 2018.

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[11] Smith, Jonathan A., ed. Qualitative psychology: A practical guide to research
methods. Sage, 2015.
[12] Humphries, Beth. Re-thinking social research: anti-discriminatory approaches in
research methodology. Taylor & Francis, 2017.