Optimization and simulation of supermarket systems customer queuing strategy based on queuing theory

• 1、Electronic and information Engineering School,Liaoning Technology University,Liaoning Province Huludao City 125000

Abstract：Service quality and customer satisfaction are particularly important for the operation of supermarkets.This paper is based on a multi-server queueing model that considers three different queue selection strategies. Performance metrics, including the average waiting time of shopping cart, the average number of customers and the average number of shopping carts in queue, are obtained by queueing analysis and simulation. The numerical results show that the strategy that customers choose the queue with least number of shopping carts outperforms the strategy that customers choose the queue with least number of customers and random selection strategy.Moreover, the improvement of the choosing the queue with least number of shopping carts becomes greater when the variance of service rate of each queue is larger. Based on this study, it is found that supermarket managers can guide customers to join specific queue according to the arrival rate and service rate, in order to improve the service quality and customer satisfaction.

Keywords： queuing theory supermarket queuing strategies simulation