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The document presents a study on queueing theory applied to the Davivienda bank in Cartagena, focusing on service demand and customer wait times. Using Monte Carlo simulation, it was determined that increasing the number of operators from 6 to 7 improved service efficiency, reducing the utilization factor from 0.91 to 0.78 and the average wait time to approximately 40 minutes. The study aims to enhance customer satisfaction by analyzing arrival patterns and service operations to propose improvements in serv

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