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An Investigation on the Stationary Shop Queuing Model; an Overview of


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Panamerican Mathematical Journal
ISSN: 1064-9735
Vol 35 No. 1s (2025)

An Investigation on the Stationary Shop Queuing Model; an Overview


of Mathematical Modeling

Suresh Kumar Sahani1,Binod Shah*2, Garima Sharma3, Raunak Maharshi3, Krishan Kumar
Garg4, Binod Kumar Sah5, Vijay Vir Singh6, Kameshwar Sahani6
1
Department of Science ,Technology, and Engineering Rajarshi Janak University, Janakpurdham, Nepal,
[email protected]
2
Faculty of Management, R.R.M. Camapus, Janakpurdham, T.U., Nepal. [email protected]
3,3
Department of Mathematics, School of Liberal Arts and Sciences, Mody University of Science and Technology,
Lakshmangarh, Sikar, [email protected]. and [email protected]
4
Mathematics Department Lingaya’s Vidhyapeeth Faridabad, Haryana, India, [email protected]
5
Department of Statistics, R.R.M. Campus, Janakpurdham, T.U., Nepal. [email protected]
6
Department of Mathematics, School of Sciences, Noida International University, India. [email protected]
6
Department of Civil Engineering, Kathmandu University, Nepal, [email protected]
Corresponding author: [email protected]

Article History: Abstract:


Received: 02-09-2024 Queuing model theory is a branch of mathematics that studies the behaviour of waiting
queues. It is used to analyse and model the overall production of the systems where all
Revised: 22-10-2024
the resources and equipment are shared among competing demands. These systems can
Accepted: 02-11-2024 include anything from computer networks and telecommunications to manufacturing
processes and customer service operations.
The purpose of this research paper is to analyse the customer flow and service efficiency
of a stationary shop using queuing theory. The study seeks to understand the patterns of
customer arrivals, service times, and overall system performance to provide
recommendations to improving the shop's operational efficiency.
Data Collection: The data for this study was taken over a period of one month from a
well-known and busy stationary shop (Aditya Stationers and Sports) in Jodhpur. We
interacted with the owner of the shop Mr. Jitendra Kumar and collected the data. The data
includes: Arrival times of customers, Total number of service counters, Queue lengths at
different times of the day..
Key Components Analysed: Arrival Process, Service Process, Queue Discipline, Queue
Capacity and Total number of Servers.
Metrics Evaluated: Mean Waiting Time, Mean Length of the Queue, Server Utilization.

Introduction
Waiting in line is something we all deal with, and queuing theory looks at the math behind how lines
get backed up and how long people have to wait. A queuing system isn't just about people standing in
a physical line - it could be planes trying to land at a busy airport, ships waiting to unload cargo, or
even cars stuck in traffic [18]. Basically, it's any situation where someone or something has to wait
their turn to get something done.
When we talk about waiting times, we usually think about two extremes - really slow service that takes
forever, or super quick service that gets you in and out. Queuing theory tries to obtain the information
about how these systems work by looking at the numbers and patterns behind them [32] .

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The goal is to understand how lines behave and maybe find ways to make them move faster. It's not
only about counting the number of people that are in the line, but also figuring out why lines form and
how to manage them better. Whether it's at the grocery store or a factory assembly line, queuing theory
can help make things run smoother [17].
Queuing theory has two main key elements to be accessed – Customer arrival at facility and Service.
In this research we have studies the queuing patterns of one of the busiest stationery and sports shop
(Aditya Stationers and Sports) in Jodhpur. We have observed that average 200 customers arrive on
week days and average 300 customers arrive on weekend days to the store. The store has only one
server. On average 200 customers arrive in between time of 6 PM to 8 PM on the weekend days (Friday
to Sunday). Mean of waiting time of a customer is 5 Minutes and average length of queue is of 3
customers.
Literature review
Managing waiting lines is key to boosting the customer satisfaction and efficiency in service industries.
Several studies have explored queuing models to handle these challenges in restaurants and banks.
Queuing theory has proven invaluable across many sectors, enhancing service efficiency and overall
customer satisfaction. For example, studies like those conducted by [1], [7], and [17] show how
effectively applying these models can help reduce waiting times and improve the service quality. A
notable model, the M/M/1, which analyses single-server systems, is particularly relevant to the
situation at Aditya Stationers and Sports. In this setting, the insights from [4], [5], and [22] become
very important since they focus on metrics like waiting times (𝑊𝑞 ) and queue lengths (L𝑞 ), essential
factors in managing the high customer flow during peak hours. In the realm of production and
operations management, [3] presents foundational insights emphasizing strategies, processes, and
systems crucial for efficient production across various industries.
Research has also highlighted the potential of Monte Carlo simulations, as seen in [2]. These
simulations can provide a deeper understanding of service dynamics, similar to the approaches
described by [13] that aim to enhance business processes through modelling. Moreover, optimization
techniques discussed in [10], [11], [12], and [16] can be applied to retail contexts like Aditya Stationers,
offering methods to streamline operations and enhance customer experiences.
For instance, studies in the fast-food industry, such as those by [6], [20], and [21], show how queuing
theory can effectively manage high volumes of customers and reduce bottlenecks. These findings are
particularly relevant given that Aditya Stationers experiences a surge of about 200 customers in the
evenings over the weekends, especially between 6 PM and 8 PM. Understanding and applying these
queuing strategies could lead to smoother operations.
The queuing dynamics of a busy restaurant, Sushi Tei in Jakarta, are analysed in [8], revealing a high
utilization rate of 99.1% during peak periods, which contributes to overcrowding and potential
customer loss. [23] delves into the application of queuing theory within call centres, emphasizing its
critical role in understanding performance metrics and enhancing operational efficiency.
Moreover, the work of [9], [14], and [24] offers a broader perspective on operations research and its
role in improving decision-making within queuing systems. These insights can inform strategies to
optimize customer queue management at Aditya Stationers. Similar findings from studies on banks
([17], [20], [21]) and restaurants ([6], [18], [32]) provide valuable benchmarks for reducing waiting
times and enhancing service quality, which can be directly applied to the store's busy weekend periods.
[26] proposes a solution through caching web objects at proxy servers, enhancing web access
performance by reducing latency and improving response times. The study identifies a gap in existing

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research, noting that while there has been significant focus on web-replacement algorithms and cache
management, limited work has been done on estimating the optimal cache size for proxy servers under
high-traffic conditions. [28] serves as a foundational resource, emphasizing the application of
quantitative methods in decision-making processes. The authors provide a thorough exploration of key
topics, including linear programming, network flows, simulation, and queuing theory, which together
equip readers with a robust understanding of the methodologies used to solve complex problems.
In addition, [19] sheds light on the issue of reneging, where customers leave the queue due to excessive
wait times. This phenomenon is a critical consideration for Aditya Stationers, as it highlights the
importance of keeping wait times manageable to prevent customer loss. Innovative solutions, such as
the IoT-based printing system proposed in [25], and simulation tools like ACE, as described in [29],
illustrate modern approaches to optimizing customer interactions and minimizing operational
inefficiencies.
Furthermore, the mathematical models examined in [27] and [31] offer various optimization
techniques that could significantly enhance service system efficiency. Similarly, [32] emphasizes the
importance of effective queue management in delivering quality service.
By drawing on this rich body of research ([1]-[32]), this study aims to analyse and improve the queuing
patterns at Aditya Stationers. The goal is to reduce waiting times, effectively manage customer flow,
and ultimately enhance overall service quality. Given the store's customer dynamics, which mirror the
scenarios highlighted in previous studies, applying these queuing models can lead to meaningful
improvements in service delivery.
Basic properties
A queue system is defined by five main features: the input process (how things arrive), queue discipline
(rules for waiting), service mechanism (how things are processed), system capacity (how much it can
hold), and service channels (where processing happens). These elements together describe how a queue
operates [18].
At any service centre, there may be one or more than one service channels or the service stations.
• With infinite servers, no queues form. Every customer gets instant service upon arrival, so
there's no waiting time. Everyone's served right away.
• If the total number of servers is finite, then the customers are being served according to a
specific order.
• If all the provided service stations are empty, then the arriving customers will be served
immediately. If service is not available then the arriving customer will not have to wait anymore. And
the Customer will leave the system after taking service (see [33- 35]).
Characteristics of The Queuing model system
Queuing models basically have two main parts: customers and servers [21]. Now, when we say
"customers," we're not just talking about people. It could be machines, cars, or whatever fits the system
we're looking at. The servers are what provide the service, and you can have one or multiple of them.
Here's how it usually goes down: The Customers are coming from one source. If there are enough
servers, everyone gets helped right away. But if there are a greater number of customers than servers,
some folks have to wait. That's when you get a line forming.
When a server finishes up with one customer, it grabs the next person in line. If there's nobody waiting,
the server just chills until someone new shows up.

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To really understand a queuing model, you need to look at 6 key things. These factors paint the whole
picture of how the system works:
• Arrival time distribution: This is how customers show up. We use a fancy math thing called a
Poisson distribution to guess how many folks will arrive in the given time.
• Service time distribution: This is about how long it takes to help each customer. It's not linked
to when people arrive and usually follows something called an exponential distribution.
• Service channel [22]: You've got two main types:
✓ Single Service Channel: Just one server doing all the work.
✓ Multi Service Channel: Multiple servers working at once, either side by side or one after
another.
• Queue discipline: This is just a fancy way of saying "how we decide who’s next." You've got:
✓ FCFO (first come, first out): Like waiting in line at the bank.
✓ LIFO (last in, first out): Think of a stack of plates - you grab from the top.
✓ SIROC (service in random order): Basically, picking names out of a hat.
• Queue lengths: It can be infinite (theoretically never-ending) or finite (with a set limit).
• System capacity: This is how many customers the whole system can handle, including those
waiting. Some places have a limit and won't let new folks join if it's full.
Kendall’s Notation
Queuing model can be expanding in the following symbolic form- (𝑎 / 𝑏 / 𝑐): (𝑑 / 𝑒 / 𝑓)
Where
• 𝑎 = Arrival time
• 𝑏 = Service time distribution
• 𝑐 = Number of channels (1, 2, 3, 4 … )
• 𝑑 = Capacity of system
• 𝑒 = Queue discipline
• 𝑓 = Size of calling source
It's called Kendall's notation [32]. A guy named D. Kendall came up with the first three parts (𝑎/𝑏/𝑐)
back in1953. Then, in1983, A. Lee added the last three bits (𝑑/𝑒/𝑓) to make this more complete.
Now, this system will work even better for simple queues, but it's not so hot for the complicated stuff.
If you're dealing with queues that are linked up in a series or spread out in a network, Kendall's notation
starts to fall short. It just can't capture all the complexity of those setups.
Little’s Theorem
Little’s theorem [15] is proposed by John Little. This theorem describes the relationship between
arrival and service rate. The average or the mean number of customers in the whole system is equal to
the observed arrival rate λ multiplied by the mean waiting time in the queue which can also be written
as:
𝐿𝑠 = 𝜆𝑊𝑠 (1)
Here 𝜆 = mean arrival rate for the arriving customers that are coming to the given system.
𝑊𝑠 = The expected waiting time in the given system for a customer.
The result applies to any system and particularly. It applies to system within system.

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There are three fundamental relations which can be stated using the little’s theorem:
• If 𝜆 or 𝑊𝑠 increase then 𝐿𝑠 is also increase.
• If 𝐿𝑠 increase or 𝑊𝑠 decrease then 𝑊𝑠 increase.
• If 𝐿𝑠 increase or 𝜆 decrease then 𝑊𝑠 increase.
Aditya Stationers Store Model
We observed the one-month daily data with the help of Store owner. We know all about Store servers,
Average waiting times of the customers, Length of the queue and the Rate of arrival of the customers.
The store has only one server. Based on this information we can say that in this scenario, we can use
Queuing model [8] (𝑀/𝑀/1: 𝐹𝐶𝐹𝑆/∞).
In this model, customers arrive in the Poisson distribution. The mean rate of arrival of customers is 𝜆.
Here the total number of servers is one which is fixed. Now the customers arrive in the System and
takes service if the server is free otherwise it starts to wait for the server to get free. As soon as the
server gets free, the next customer arrives to get the service and so on.

Arrival of Customers Server Departure

Figure 1: M/M/1 Queuing model


Assumptions
• Customers come from an endless pool of people. There's no limit to how many might show up.
• They arrive following something called the Poisson distribution. It's a math thing that helps
predict random events.
• The line works on a "first come, first served" basis. Just like waiting in the line at a coffee shop.
• How long it takes to serve each of the customer follows an exponential distribution.
In this paper, our aim is that all customers should get service and the waiting time of customer is
minimum in the queue.
λ
The utilization factor = 𝜌 < 1 𝑜𝑟 < 1 i.e. the average service is faster than the overall mean of the
𝜇
observed arrival rate.
Or analysing the Aditya store’s 𝑀/𝑀/1 queuing model [8] for the following variables. There we will
be investigation variables.
𝜆 = Mean of the arrival rate of customers.
λ
𝜌 = Utilization factor = 𝜇 . (2)

Probability of being no (zero) customer in the store where 𝜌 < 1.


𝑃0 = 1 − 𝜌 (3)
The probability or the chances of being n customers in the Aditya store –
𝑃𝑛 = (1 − 𝜌) 𝜌𝑛 (4)
𝐿𝑞 =The mean number of the customers in the waiting queue.

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𝜌2
𝐿𝑞 = (5)
1−𝜌

𝐿𝑠 = The mean of the number of the customer in the Store.


𝜆
𝐿𝑠 = 𝐿𝑞 + (6)
𝜇

𝑊𝑞 = The mean of the waiting time in the queue –


𝐿𝑞
𝑊𝑞 = (7)
𝜆

𝑊𝑠 = The mean of the waiting time that is spent in the store –


𝐿𝑠
𝑊𝑠 = (8)
𝜆
1
𝑊𝑠 = 𝑊𝑞 + 𝜇 (9)

Observation and Discussions


The one-month daily customers’ data were shared by the Store owner as shown in following Table 1:
Week Monday Tuesday Wednesday Thursday Friday Saturday Sunday
Day1 Day 2 Day3 Day4 Day5 Day6 Day7
1 200 220 290 194 222 280 310
2 195 195 210 200 200 275 295
3 205 200 200 195 205 285 285
4 210 190 195 205 195 275 290
Table 1: One-Month data

Calculations
Average 100 customers arrive in 3 hours. So, the arrival rate is –
100
λ = = 0.56 Customers per minutes (cpm)
180

By our observations, we have seen that on average a customer spends 7 minutes (𝑊𝑠 ) in the system.
Queue length 𝐿𝑞 is of 3 customers.
On average, the waiting time is of around 5 minutes.
Now using equation number (7)
3
Wq = = 5.35 𝑀𝑖𝑛𝑢𝑡𝑒𝑠
0.56

It can be easily observed that the actual waiting time and calculated waiting do not differ so much.

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The mean of the number of customers in the store. Using the Little’s theorem by equation (1)
Ls = 𝜆 𝑊𝑠 = 0.56 ∗ 7 = 3.92
We can derive the rate of service by the equation (6)
𝜆
𝐿𝑠 = 𝐿𝑞 +
𝜇
1 1 1
= [𝐿𝑠 − 𝐿𝑞 ] = [3.92 − 3 ] = 1.643
𝜇 𝜆 0.56
μ = 0.609
Now using equation (2) –
𝜆 0.56
ρ = = = 0.9195
𝜇 0.609
The probability or chances of being no (zero) customer [17] in the store here,ρ < 1, so by equation
(3) we have
P0 = 1 − 𝜌
P0 = 1 − 0.9195 = 0.0805
Hence probability of having zero customer in the store is0.0805.
Evaluation
𝜆
• The expression for the utilization factor [ 33] is ρ = where 𝜆 is a mean number of the
𝜇
customers arrival rate and 𝜇 is a mean of the service rate of the store.
• As the average or the mean number of the customers grows, the utilization factor (𝜌) increases
too. They're directly linked - when one goes up, so does the other. In math terms, 𝜌 is proportional to
the mean number of customers.
• In this store the utilisation factor is ρ = 0.9195 which is high.
Benefits
Aditya stores is the busiest store in Sikar city, and this research article may help them figure out how
to improve their overall service quality. When there's a long line of customers, they can use a model to
estimate the number of people that will be waiting. It will also help them to stay prepare in advance
for busy the times when lots of folks are expected to show up.
The math formulas in this study give Aditya stores a way to set up better queues without having to do
major renovations. It's like a blueprint for managing customer flow more smoothly.
By using these ideas, Aditya stores could cut down on wait times and make shopping there a better
experience overall.
Conclusions
This research work has discussed the application and benefits of the 𝑀/𝑀/1 queuing model on Aditya
stationery store. We have calculated that the rate of arrival of the customers is 𝜆 = 0.56 . The rate of
service is 𝜇 = 0.609. The probability of having no (zero) customers [32] in the given system is 0.0805.
As for the future work, we will develop the simulation model for the store. By creating a simulation
model, we can double-check the results from our model in this research paper article. It's like a reality
check for our math. Queuing analysis is super useful for understanding how things work and making

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smart choices about important resources. It's one of the best tools we've got for this kind of stuff -
practical and gets the job done.
Acknowledgement
The authors are thankful to “CURIE, KIRAN, WISE, DST, GoI Core Grants for Women Universities”
Dated 23 January 2023 File No.: DST/CURIE-01/2023/MU, for providing necessary research facility.
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