The common activity of customers or people to avail of the desired service is called Queuing, which could be processed or distributed one at a time. Due to a long wait in the line bank ATMs would avoid losing their customers. The bank initially provides one ATM in every branch. But, one ATM would not serve a purpose when customers withdraw to use an ATM and try to use another bank ATM. Thus the service time always needs to be improved to maintain the customers. We conclude the paper by discussing the benefits of performing queuing analysis on a busy ATM. The aim of this paper is to show that queuing theory satisfies the model when tested with a real-case scenario. The authors obtained the data from an ATM in Hathras, Uttar Pradesh in order to derive the arrival rate, service rate, utilization rate, waiting time in the queue, and the probability of potential customers balking. The collected data is analyzed by using Little’s Theorem and M/M/1 queuing model. The arrival rate at ATM during its busiest period of the day is 0.52 customers per minute (cpm) while the service rate is 0.72 cpm during our study period. The average number of customers in the ATM is 2.6 and the utilization period is 0.723.

Bank ATM, Little’s theorem, M/M/I queuing model, Queue, Waiting lines