Naslov
Impatient customers-a factor of impact on counter service organization

Autori
Marinović, Marija ; Zenzerović, Zdenka

Vrsta, podvrsta i kategorija rada
Radovi u zbornicima skupova, cjeloviti rad (in extenso), znanstveni

Izvornik
Proceedings of the 10th International Conference on Operational Research / Scitovski, Rudoldf ; Jukić, Dragan - Trogir : University of Osijek, Department of Mathematics ; Croatian Operational Research Society, Zagreb, 2005, 99-110

ISBN
953-6931-15-X

Skup
10th International Conference on Operational Research, KOI 2004.

Mjesto i datum
Trogir, Hrvatska, 22.09.2004. - 24.09.2004

Vrsta sudjelovanja
Predavanje

Vrsta recenzije
Međunarodna recenzija

Ključne riječi
queuing theory; queuing system with impatient customers; loss probability; counter service

Sažetak
The subject of research in this paper was the counter service queuing system involving impatient customers since in real life queues with relatively great number of impatient customers can be met quite often, where some of them give up and leave the queue. The objective of this paper is to find out as to how impatient customers impact on the counter service organization. In order to realize the objective set, it was necessary to compare indicators of the queuing system with and without impatient customers. Special attention was paid to the loss probability, occurring in counter service queuing systems involving impatient customers, which shows the probability of leaving a queue by customers. Analysis of the parameters influencing the amount of the loss probability showed that its value can be reduced by changing parameters and thus impact on the performance of the counter service queuing system with impatient customers. The results of analysis of the queuing system with impatient customers are illustrated through the organization of a real life counter service.

Izvorni jezik
Engleski

Znanstvena područja
Matematika, Tehnologija prometa i transport, Ekonomija

POVEZANOST RADA