Emirati Journal of Business, Economics, & Social Studies

Browse Journals

Articles

Vol. 1 No. 1 (2022): Emirati Journal of Business, Economics, & Social Studies

Service Quality Control using Queuing Theory

  • Riktesh Srivastava
Submitted
October 23, 2023
Published
2022-04-12

Abstract

Customers are compelled to queue when a service system is at its busiest. This issue not only reduces customer pleasure, but it also causes the company to lose money. For consumer losses, this study proposes a queue model of customer queuing behavior. The goal is to reduce customer losses, hence researchers are looking at queue setup and optimization in random service systems. We developed three queuing models: MG1, GM1, and GG1 for estimating service quality control. We investigate queuing systems for predicting replies for service quality control based on queue models of customer behavior. The study found that the MG1 queue model yields the best service quality, however the GM1 and GG1 results are relatively close behind.

References

  1. Afolalu, S. A., Babaremu, K. O., Ongbali, S. O., Abioye, A. A., Abdulkareem, A., & Adejuyigbe, S. B. (2019). Overview Impact of Application Of Queuing Theory Model On Productivity Performance In A Banking Sector. Journal of Physics: Conference Series, 1378(3), 032033. https://doi.org/10.1088/1742- 6596/1378/3/032033
  2. Avilés-González, J. F., & Avilés-Sacoto, S. V. (2021). Application of Lean Techniques and Queuing Theory in Food Services. Springer International Publishing. https://www.springerprofessional.de/en/a pplication-of-lean-techniques-andqueuing-theory-in-food-servic/19174332
  3. Bae, J., & Kim, S. (2010). The stationary workload of the G/M/1 queue with impatient customers. Queueing Systems: Theory and Applications, 64(3), 253–265. https://doi.org/10.1007/s11134-009-9159-0
  4. CommBox. (2020). $1.6 Trillion Is Lost Each Year Due to Poor Customer Service—What You Can Do to Stay out of This Statistic. CommBox. https://www.commbox.io/1-6- trillion-is-lost-each-year-due-to-poorcustomer-service-what-you-can-do-tostay-out-of-this-statistic/
  5. Hsu, L.-F., & Tapiero, C. S. (1989). Quality control of the M/G/1 queue. European Journal of Operational Research, 42(1), 88–100. https://doi.org/10.1016/0377-2217(89)90060-X
  6. Kuzu, K. (2015). Comparisons of Perceptions and Behavior in Ticket Queues and Physical Queues. Service Science, 7(4), 294–314. https://doi.org/10.1287/serv.2015.0116
  7. Larson, R. C. (1987). OR Forum—Perspectives on Queues: Social Justice and the Psychology of Queueing. Operations Research, 35(6), 895–905. https://doi.org/10.1287/opre.35.6.895
  8. Satanaryana, V. V., Dawood, S., Karthikeyan, R., & Khan, N. (2015). Application of queuing theory models for optimized service to airline passengers. International Journal of Current Research, 7(9), 20544–20547. https://www.journalcra.com/article/applic ation-queuing-theory-models-optimizedservice-air-line-passengers
  9. Statista. (2022). Customers: Share lost due to poor service experience 2018 | Statista (Statista Research Department) [Business Services]. https://www.statista.com/statistics/81056 2/customers-by-share-lost-due-to-poorservice-experience/
  10. Williams, S. (2021). Poor service quality costing companies’ significant revenue. ECommerce News New Zealand. https://ecommercenews.co.nz/story/poor-servicequality-costing-companies-significantrevenue
  11. Xu, S. H., Gao, L., & Ou, J. (2007). Service Performance Analysis and Improvement for a Ticket Queue with Balking Customers. Management Science, 53(6), 971–990. https://doi.org/10.1287/mnsc.1060.0660
  12. Yadav, A., & Sohani, D. N. (2019). Application of Queuing Theory On a Food Chain. International Journal of Scientific and Technology Research, 8(08), 6.

Downloads

Download data is not yet available.

Similar Articles

11-20 of 23

You may also start an advanced similarity search for this article.