MODELLING OF QUEUEING SYSTEM AT SALES CHECKOUT AND ANALYSIS OF CONSUMER BEHAVIOUR: AN EMPIRICAL STUDY AT A SUPERMARKET IN BENGALURU. (original) (raw)
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The formation of waiting line is a prevalence scenario that happens whenever the immediate demand for a service surpasses the current capacity to provide that service. This discrepancy may be temporal, but a queue accumulates during the period. Formation of a line causes an increase of customers waiting time, over utilization of the available servers and loss of customer's goodwill. Application of Queuing theory determines the measure of performance of the service facility which can be used to design the appropriate service facility. Data for this study was collected at Grocery Bazaar (GB) supermarket, Akesan Lasu Igando, Lagos State. This paper adopted the Single queue and Multi-channel models for the study of the existing structure of the Grocery Bazaar (GB) supermarket with three servers/machines.
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Fundamental business principles are very critical to the growth and survival of the business. Waiting in line or queue causes inconvenience to customers and economic costs to firms. Queuing theory is a mathematical approach to the study of waiting in lines/queues. The study presents the results of a study that evaluates the effectiveness of a queuing model in identifying the restaurant queuing system efficiency parameters. It uses Little's Theorem to analyze data collected from Croc Foods Restaurant in Beitbridge over a three-week period. The study showed that on average 60 customers arrive every hour and the service rate is 84 customers per hour. Using the Queuing Theory calculator, the system utilization factor was 71.43%, the probability of zero customers waiting 0.2857, average number of customers waiting 1.782 and average waiting time 0.0298 hours. The study compared the single server model against multi-server model and concluded that M/M/1 model was not the best for Croc Foods restaurant.Using a questionnaire of 171 respondents, the study found out that about 43.3% of customers are not satisfied about the nature of waiting lines and about 69% customers have at least turned away at regular occasions due to the queues. The long term value of existing customers should not be overlooked; constant check for their changing needs and improvement in the time spent when serving them has been emphasized by the study.
Measure of Performance of Queuing Models and Behavior of Customers in Real Life Applications
International Journal of Applied Physics and Mathematics, 2013
The objective of the paper is to determine customer behavior in queues in four different situations in India. The study is limited to Toll Booth-Delhi Gurgaon Highway, Health care facility for Public sector bank's staff and family, Executive check up in Health care organization and Tellers in a Bank. A detailed study of the queues at the Toll Booth on the Delhi Gurgaon expressway was done as the expressway is highly traversed and is a bottlenecked stretch. In spite of the multiple provisions to ease the traffic on this expressway, chronic delays led to a ruling by the court which made the expressway a freeway for two weeks in September 2012. The second case studied is of the work mechanism of a clinic set up for the public sector bank's staff and family in India. The doctor visits the clinic during specified hours. It was observed that one doctor caters to a large number of patients giving rise to long queues. The third case is of the hospital which has an Out Patient Department (OPD) that provides service for executive health checkup. Our study is limited to the executive health checkups, where a patient first registers and then is guided to different departments for the checkups. Lastly the study was conducted for a bank where the major business of this particular bank is retail banking for which the customer is diverted towards the tellers. Due to cost considerations and space constraint the number of tellers in a bank is limited. Inspite of the use of modern technology to streamline the queues, it is observed that during peak business hours the length of the queue increases resulting in increased waiting time for the customers. This paper attempts to do a comparative study for four different models to understand the behavior of customers waiting in queues in India.
Analysis and Application of Queuing Theory in Supermarkets
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Waiting lines or queues are a common phenomenon in life, especially in the province of organizations that are for profit making. Queues are common in such places as petrol or filling stations, supermarkets stores, clinics, hospitals, motor parks, manufacturing firms, to mention a but a few. An interesting aspect of queuing process resides in the measures of its system’s performance, especially in terms of average service rate, systems, utilization and the costs implied for a given capacity level. This paper examines efficient queue management in XYZ supermarket as case study. One of the expected gains from studying queuing systems is to review the efficiency of the models in terms of utilization and waiting length, hence increasing the number of queues so customers will not have to wait longer when servers are too busy. In other words, trying to estimate the waiting time and length of queue(s), is the aim of this study. Through this, we will try to estimate that at given time how ma...
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Proceedings of the 11th Applied Science, Business and Industrial Research Symposium, Wayamba University of Sri Lanka, 2019
Simulation of waiting lines has become a widely studied research area of many researchers. Supermarket waiting lines are foremost among those experienced daily by ordinary Sri Lankans. Waiting in queues wastes the time and it creates a bad reputation for any organization. The study analyzed the performance of a supermarket and presented relative measures and recommendations for improvements. The system was modeled using the student version of Rockwell ARENA 14.5. Data were collected through direct observations for three hours in one Saturday. The sample consisted of 100 observations for inter arrival times and service times at counters. Heavy crowd at the supermarket permitted the study to analyze only three counters. ARENA Input Analyzer recorded the probability distributions for each process. The model was run for a replication length of three hours. The performance of the existing system was measured by the number of customers served among the number arrived. This was recorded as 76.36 %. But the results showed higher customer waiting times in queues. Thus the authors decided to increase the resources used at each counter as a means of reducing the waiting time. The proposed model recorded the maximum performance with lower waiting times as expected. Accordingly the authors recommended employing two people at each counter to speed up the billing process. Further the layout of the supermarket could be rearranged allowing adequate space for the customers to walk around.
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The study evaluated the queuing system in Blue Meadows restaurant with a view to determining its operating characteristics and to improve customers’ satisfaction during waiting time using the lens of queuing theory. Data was obtained from a fast food restaurant in the University of Benin. The data collected was tested to show if it follows a Poisson and exponential distribution of arrival and service rate using chi square goodness of fit. A 95% confidence interval level was used to show the range of customers that come into the system at an hour time frame and the range of customers served at an hour time frame. Using the M/M/s model, the arrival rate, service rate, utilization rate, waiting time in the queue and the probability of customers likely balking from the restaurant was derived. The arrival rate (λ) at Blue Meadows restaurant was about 40 customers per hour, while the service rate was about 22 customers per hour per server. The number of servers present in the system was t...
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