Investigating the Impact of Customer Service Priority on Optimizing the Location Problem of Hierarchical Allocation of Crowded Facilities in the Framework of Queue Systems

Abstract

Location and allocation in queuing systems is one of the most important decisions to improve the quality of service. Optimizing these two important decisions can have many positive effects on customer service. In this research, the problem of location-hierarchical allocation of facilities has been investigated by considering the priority of customers in the framework of queuing systems. To this end, a multi-objective nonlinear mathematical model has been developed. The objective functions of this issue include reducing the total waiting time of customers and maximizing the unemployment of facilities. To solve this mathematical model, a multi-objective genetic algorithm has been used. Also, the parameters of this algorithm are adjusted using Taguchi method. The results show that the establishment of customer priority system reduces the average waiting time of all customers. Therefore, it can be concluded that in the design of hierarchical facilities, if the goal is to reduce the waiting time of a particular segment of customers, they should be prioritized.