IMPROVING SERVICE QUALITY OF DHABA WITH THE HELP OF QUEUING THEORY

Abstract

Queuing theory is the mathematics of waiting lines. It is extremely useful in predicting and evaluating system performance. Queuing theory has been used for operations research, manufacturing and systems analysis The common problem arises in almost every famous dhaba is that they lose their customers due to a long wait on the line. Some dhaba provide extra chair for the customer to wait. But after waiting too long they leave. However, waiting chairs alone would not solve a problem when customers withdraw and go to the next dhaba. This causes a lot of loss to our dhaba. This shows a need of a numerical model for the restaurant management to understand the situation better. This paper aims to show that queuing theory satisfies the model when tested with a real-case scenario. Authors obtained the data from a “Gulshan Dhaba” in Hodal, Haryana. in order to derive the arrival rate, service rate, utilization rate, waiting time in queue and the probability of potential customers to balk. The collected data is analysed by using Little’s Theorem and M/M/1 queuing model. The arrival rate at “Gulshan Dhaba”, Hodal during its busiest period of the day is 2 customers per minute (cpm) while the service rate is 2.02 cpm during our study period. The average number of customers in the restaurant is 100 and the utilization period is 0.99.