مجلة البشائر الاقتصادية
Volume 8, Numéro 2, Pages 836-853
2022-08-31
Analysis Of The Quality Of Services For The Collection Process Using Queuing Theory: The Case Of Sonelgaz Of Tamanrasset
Authors : Benkaddour Achouak . Bennour Abdelhafid .
Abstract
This study aims to analyse the quality of services provided by the Sonelgaz Corporation (Tamanrasset Branch) by applying one of the quantitative methods, which is the waiting queue models, considering that the quality in providing services is important to achieve excellence, so we chose the collection service that suffers from the problem of waiting at the level of the institution, and determine the distribution that It is followed by the arrival rate and service rate. Applying the appropriate queuing model (M/M/S) to the service system and proposing appropriate solutions for it. Among the results obtained is that the arrival time in the organization follows the poisson distribution and the service time follows the exponential distribution, and the service rate is greater than the arrival time and this is a prerequisite for achieving the efficiency of the service provided. Therefore, we suggested improvements using the appropriate queuing model for this system, which would reduce waiting time and thus raise the level of quality of services provided in order to gain more customer satisfaction
Keywords
queuing theory ; customers ; arrival time ; service rate ; quality of services
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