Effective school cooperative-mart queuing system


  • Ahmad Ridhuan Hamdan University Technology Malaysia
  • Ruzana Ishak Universiti Teknologi Malaysia
  • Mohd Fais Usop Universiti Teknologi Malaysia




queuing theory, queuing system, queue system performance parameter


Queuing Theory is a branch of knowledge in operation research that concerning the analysis of queues when a customer arrives at a service centre and shall queue in a line to get some service. The theory pays attention to how organizations can serve a large number of customers who demand a quality services and a queue of customers waiting to be served. Eventually, the store owners have to attend to large numbers of customers at a time have attempted to measure and manage queues to reduce the customer procession time. Besides, to increase sales and profit, productivity and operation efficiency, satisfaction levels and customer loyalty in using the service provided. In line to the situation, this study is to determine the effectiveness of the waiting line using Queuing Theory at cooperative-mart. Until today, no research conducted about school cooperatives-mart to observe and solve the massive inflow of customers at lines at a given time especially during lunch hour. The purposes of this study are to determine the customer congestion at the payment counter and to propose the effective queuing system at Cooperative-mart. Waiting and services times of customers at cooperative-mart is studied in three times period that to be considered as peak hours in two types of counter which are for male and female.  Data collection was observed by using queuing theory and the M/M/1/∞/∞ queuing model has been implemented.  The results show that for optimum service level, the counter must be changed from one to two counters each side.  The summary and finding of the study shall be used as guideline for the management of cooperative-mart in deciding improvement of its operation


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