Title

M/M/1/C QUEUING MODEL WITH REVERSE BALKING AND FEEDBACK CUSTOMERS.

Authors

AWASTHI, Bhavtosh

Abstract

To retain existing customers and motivate to join new customers is a major issue in present global business environment. In this paper, we develop M/M/1/C queuing model with feedback and reverse balking behavior of customers. Reverse balking is a behavior of customers in which an arriving customer joins a system with high probability if they encounter large system size and vice-versa. This behavior of a customer can be observed in many businesses such as share market investment, policy purchasing, purchasing a product from supper market, taking admission in an institution etc. Feedback customer in queuing system refers to a customer who is unsatisfied with service. Here, we derive the steady-state solution of the model and obtain some performance measures.

Subjects

QUALITY of service; CUSTOMER services; CUSTOMER satisfaction

Publication

Annals of the Faculty of Engineering Hunedoara - International Journal of Engineering, 2018, Vol 16, Issue 4, p93

ISSN

1584-2665

Publication type

Academic Journal