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首页> 外文期刊>American Journal of Theoretical and Applied Statistics >An Empirical Analysis of Queuing Model and Queuing Behaviour in Relation to Customer Satisfaction at Jkuat Students Finance Office
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An Empirical Analysis of Queuing Model and Queuing Behaviour in Relation to Customer Satisfaction at Jkuat Students Finance Office

机译：Jkuat学生财务办公室的排队模型和排队行为与客户满意度相关的实证分析

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摘要

Over the years, the population of the university has increased with the introduction of double intake system which in turn has led to long waiting times and long queues in students finance department, due to few service stations, inefficiencies in the payment system used and students being disorderly. To enhance service delivery, a proper queuing system is needed. This is achieved by putting in place proper measures to ensure a good flow of students at the service counters. Focusing only on the main queue we collect data and do an empirical analysis of the model in use. Using queuing theory principles and formulas the study showed that on average 22 customers arrive every hour and the service rate is 23.7 customers per hour. The system utilization factor was 92.95%, the probability of zero customers waiting 7.05; average number of customers waiting is 12.252 and average waiting time 33.415 min. The study compared the single server model against multi-server model and concluded that M/M/1 model was not the best for the Finance department. Using a questionnaire of 384 respondents, the study found out that almost all customers are not satisfied about the nature of waiting lines and some students have turned away at regular occasions due to the long queues. The time students wait to be served 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. In today's competitive business environment, the modern society is progressively turning into a service dominating one. Customer satisfaction and service operation capabilities have given an organization a competitive advantage in the marketplace and this has consequently led to an increasing importance in service operations management. As a result, waiting has drawn great attention to all business operation management specialists.
机译：多年来，由于引入了双录取系统，大学的人口增加了，这又导致了较长的等待时间和学生财务部门的排队，原因是服务站很少，使用的支付系统效率低下以及乱。为了增强服务交付，需要适当的排队系统。这是通过采取适当的措施来确保服务柜台上学生的良好流动来实现的。仅关注主队列，我们​​收集数据并对使用的模型进行实证分析。使用排队理论原理和公式进行的研究表明，平均每小时有22位客户到达，服务速度为每小时23.7位客户。系统利用率为92.95％，零客户等待的概率为7.05;平均等待的客户数为12.252，平均等待时间为33.415分钟。该研究将单服务器模型与多服务器模型进行了比较，并得出结论，M / M / 1模型对于财务部门而言并不是最佳选择。通过对384位受访者的问卷调查，研究发现，几乎所有客户都对排队等候的性质不满意，并且由于排队的人多，有些学生在定期的活动中拒之门外。学生等待上菜的时间不容忽视;这项研究强调了不断检查他们不断变化的需求以及改善为他们服务的时间。在当今竞争激烈的商业环境中，现代社会正逐渐转变为一种主导服务的社会。客户满意度和服务运营能力使组织在市场上具有竞争优势，因此这导致在服务运营管理中的重要性日益提高。结果，等待引起了所有业务运营管理专家的高度关注。

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