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World Journal of Engineering
Research and Technology

An International Peer Reviewed Journal for Engineering Research and Technology

ISSN 2454-695X

Impact Factor : 5.924

ICV : 79.45

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Abstract

AN M/M/C ENCOURAGED ARRIVAL FEEDBACK QUEUING MODEL WITH CUSTOMER IMPATIENCE

Bhupender Kumar Soma, Vivek Kumar Sharmab and Sunny Seth*c

ABSTRACT

Understanding the behavior of the customers is the most challenging task which firms have to face in today’s scenario of cut-throat competition. In order to gain competitive edge firms often introduce lucrative offers and discounts due to which the customers get attracted towards particular firm these customers are termed as encouraged arrivals. As a consequence of encouraged arrivals more and more customers join the system hereby increasing the time, a customer will have to spend in waiting for the service which results in customer impatience. These impatient customers may leave the system without service. Firms often deploy various strategies to retain these reneging customers for sustainable growth. Encouraged arrivals also put service facility under pressure due to which some customers, dissatisfied with the service join the queue again as feedback customers for satisfactory service. In this paper we develop a queuing model with all issues as discussed above and solve the model in steady state to derive various probabilistic and performance measures and we also present numerical illustration for better understanding of the applicability of the model. Having known these performance measures in advance various strategies can be designed for smooth administration and functioning of the system.

[Full Text Article]