The improvement in the provision of banking services to customers enhances bank’s performance (profitability and productivity) and the amounts of dividend declared to shareholders as well as bank’s competitiveness. One means of fast tracking the service time for bank customers is through the use of self-servicing machines, such as automated teller machine (ATM). Total service cost, expected waiting time in queue, ATM utilization and percentage of customer loss are some of the performance indices that are used to evaluate the service rendered by a bank’s ATM. This study proposes a framework for evaluating the performance of ATM by integrating queuing model and Technique for Order of Preference by Similarity to Ideal Solution (TOPSIS) methodology. Applicability of the framework was tested using practical data obtained from four banks in Nigeria. It was observed that the average ATM usage in the study area was less than 50%. The TOPSIS results identified Bank A as the best ranked bank. In addition, the results obtained revealed that banks with two ATM were ranked higher than banks with more than two ATM.

Business process evaluation is a common norm in small-medium-large industries globally and information obtained during such evaluation have been used in simulating future performance of most industries using mathematical models such as Autoregressive Integrated Moving Average (ARIMA) and artificial neural network (ANN). This study explored the possibility of predicting port productivity and berth effectiveness of seaport using ANN and ARIMA. A comparative analysis of multi-layer perceptron (MLP) back propagation algorithm and ARIMA performance was carried out based on ships days at port, days at berth and tonnage which serves as model inputs, while port productivity and berth effectiveness were the model outputs. The MLP-ANN and ARIMA (1, 0, 4- port productivity) and (1, 0, 4-berth effectiveness) results were compared based on their coefficient of correlation and mean square error. The coefficient of correlation for port productivity prediction using MLP-ANN was 0.998. This value outperformed that of ARIMA (0.9862) for port productivity. The coefficient of correlation of 0.9956 and 0.9928 were obtained for berth effectiveness using MLR and ARIMA, respectively.