Title: Customer impatience in a service facility with limited waiting space

Authors: Amit Choudhury; Pallabi Medhi

Addresses: Department of Statistics, Gauhati University, Guwahati-781014, Assam, India ' Department of Statistics, Gauhati University, Guwahati-781014, Assam, India

Abstract: Queuing models with impatient customers have many applications. The common modes of impatience are reneging and balking, both of which have been considered in this paper. The model assumes a multi server queuing scenario with limited waiting space where arrival, service and reneging events are all generated by independent Poisson process and customers have a fixed probability of balking from the system. This paper attempts to quantify the impact of impatience. A few fresh performance measures have been designed for this purpose. Closed form expressions of the same are provided. A numerical example with design implications rounds up the paper.

Keywords: balking; finite buffers; customer impatience; reneging; queuing models; modelling; abandonment; limited waiting space; multiserver queues; Markovian; performance measures; service facilities; impatient customers.

DOI: 10.1504/IJMOR.2013.053630

International Journal of Mathematics in Operational Research, 2013 Vol.5 No.3, pp.387 - 406

Published online: 31 Mar 2014 *

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