# IMPROVING SERVICE QUALITY OF DHABA WITH THE HELP OF QUEUING THEORY

## Authors

• Kajal Garg Komal Research scholar, Department of Basic and Applied Science, Sanskriti University, Mathura, Uttar Pradesh-281401, India
• Umesh Sharma Associate Professor,Department of Basic and Applied Science, Sanskriti University, Mathura, Uttar Pradesh-281401, India

## Keywords:

Queuing theory; Little’s Theorem; Kendall’s notation; Waiting Lines; Dhaba;

## 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.

## References

Umesh Sharma and Kajal Garg, (2021) “A Queuing Model for Improving the Management of Oxygen Cylinder in COVID-19." International Journal of Innovative Science and Research Technology, Vol.2, pp.729- 731

Nityangini Jhala1and Pravin Bhathawala, (2017) "Analysis and Application of Queuing Theory in Supermarkets", International Journal of Innovative Research in Science, Engineering and Technology, Vol.6, pp.17974-17979

Umesh Sharma; Kajal Garg (2021)” Impact Of Queuing Theory in Whole Process in Business from Manufacture to Consume Authors,” International Journal of Innovative Research in Technology, pp. 297-300.

Nityangini Jhala1 and Pravin Bhathawala, (2016), "Application of Queuing Theory in Banking Sector, International Organization of Scientific Research-Journal of Mathematics, Vol.12, pp.73-75

Priyansh and Umesh Sharma,(2021) “Queuing Theory Applied in Professional Life", International Journal of Research and Analytical Reviews, pp.778-783.

Nityangini Jhala1 and Pravin Bhathawala, (2017) "Mathematical Analysis of Multi-phase single server and multi-phase multi server: Comparison study", International Journal of Mathematics Trends and Technology, Vol. 51, pp.354-357

Nityangini Jhala1 and Pravin Bhathawala, (2016)," Smart Queue management system for banking sector", International Journal of Business Management and Economics Research, Vol. 3, pp.29-34

Nityangini Jhala1 and Pravin Bhathawala, (2017) Application of Queuing Theory to Airport related problems, Global Journal of Pure and Applied mathematics, Global Journal of Pure and Applied mathematics, Vol. 13, pp.3863-3868.

2021-10-01

## How to Cite

[1]
K. G. Komal and Umesh Sharma, “IMPROVING SERVICE QUALITY OF DHABA WITH THE HELP OF QUEUING THEORY ”, JME, vol. 16, no. 3, pp. 082–086, Oct. 2021.

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