IDEAS home Printed from https://ideas.repec.org/a/spr/sankhb/v86y2024i2d10.1007_s13571-024-00340-0.html
   My bibliography  Save this article

Optimizing the Performance of Multi-server Heterogeneous Queueing Systems with Dynamic Customer Behaviour

Author

Listed:
  • Asmita Tamuli

    (Dibrugarh University)

  • Dhruba Das

    (Dibrugarh University)

  • Amit Choudhury

    (Gauhati University)

Abstract

This article addresses the pressing issue of customer impatience and dissatisfaction with queueing systems, a critical aspect of modern businesses. It delves into specific aspects of customer behavior, viz., reverse balking, reneging, and retention of reneged customers, which significantly influence queue dynamics. A novel finite-buffer two-server heterogeneous queueing model is introduced, taking into account reverse balking, and position-dependent reneging (reneging till the beginning of service i.e., $$R\_BOS$$ R _ B O S and reneging till the end of service i.e., $$R\_EOS$$ R _ E O S ) along with the retention of reneged customers. The probability distribution of the number of customers in the system is ferret out and the key performance measures are derived along with sensitivity analysis. Extending the analysis, this study tackles a cost optimization problem using an algorithm based on the Quasi-Newton Method (QNM) to achieve optimal solutions for both the server that optimize the cost function. A numerical example is provided to illustrate the practical implications and benefits of the proposed optimization approach for the queueing model.

Suggested Citation

  • Asmita Tamuli & Dhruba Das & Amit Choudhury, 2024. "Optimizing the Performance of Multi-server Heterogeneous Queueing Systems with Dynamic Customer Behaviour," Sankhya B: The Indian Journal of Statistics, Springer;Indian Statistical Institute, vol. 86(2), pages 366-414, November.
    • Handle: RePEc:spr:sankhb:v:86:y:2024:i:2:d:10.1007_s13571-024-00340-0
    DOI: 10.1007/s13571-024-00340-0
    as

    Download full text from publisher

    File URL: http://link.springer.com/10.1007/s13571-024-00340-0
    File Function: Abstract
    Download Restriction: Access to the full text of the articles in this series is restricted.
    File URL: https://libkey.io/10.1007/s13571-024-00340-0?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. C. J. Ancker & A. V. Gafarian, 1963. "Some Queuing Problems with Balking and Reneging. I," Operations Research, INFORMS, vol. 11(1), pages 88-100, February.
    2. Dmitry Efrosinin & Natalia Stepanova & Janos Sztrik & Andreas Plank, 2020. "Approximations in Performance Analysis of a Controllable Queueing System with Heterogeneous Servers," Mathematics, MDPI, vol. 8(10), pages 1-18, October.
    3. Frank Haight, 1959. "Queueing with reneging," Metrika: International Journal for Theoretical and Applied Statistics, Springer, vol. 2(1), pages 186-197, December.
    4. D. Y. Barrer, 1957. "Queuing with Impatient Customers and Indifferent Clerks," Operations Research, INFORMS, vol. 5(5), pages 644-649, October.
    5. C. J. Ancker & A. V. Gafarian, 1963. "Some Queuing Problems with Balking and Reneging---II," Operations Research, INFORMS, vol. 11(6), pages 928-937, December.
    6. Dmitry Efrosinin & Natalia Stepanova & Janos Sztrik, 2021. "Algorithmic Analysis of Finite-Source Multi-Server Heterogeneous Queueing Systems," Mathematics, MDPI, vol. 9(20), pages 1-24, October.
    7. Nitin Mahla & Alka Choudhary & Dinesh C. Sharma, 2023. "Study of two heterogeneous servers with service feedback, vacation and a particular service interruption," International Journal of Mathematics in Operational Research, Inderscience Enterprises Ltd, vol. 26(2), pages 231-249.
    8. D. Y. Barrer, 1957. "Queuing with Impatient Customers and Ordered Service," Operations Research, INFORMS, vol. 5(5), pages 650-656, October.
    9. Amina Angelika Bouchentouf & Aicha Messabihi, 2018. "Heterogeneous two-server queueing system with reverse balking and reneging," OPSEARCH, Springer;Operational Research Society of India, vol. 55(2), pages 251-267, June.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Pala, Ali & Zhuang, Jun, 2018. "Security screening queues with impatient applicants: A new model with a case study," European Journal of Operational Research, Elsevier, vol. 265(3), pages 919-930.
    2. Amina Angelika Bouchentouf & Aicha Messabihi, 2018. "Heterogeneous two-server queueing system with reverse balking and reneging," OPSEARCH, Springer;Operational Research Society of India, vol. 55(2), pages 251-267, June.
    3. Navid Ghaffarzadegan & Richard C. Larson, 2018. "SD meets OR: a new synergy to address policy problems," System Dynamics Review, System Dynamics Society, vol. 34(1-2), pages 327-353, January.
    4. Hayriye Ayhan, 2022. "Server assignment policies in queues with customer abandonments," Queueing Systems: Theory and Applications, Springer, vol. 100(3), pages 393-395, April.
    5. P. Vijaya Laxmi & V. Goswami & K. Jyothsna, 2013. "Optimization of Balking and Reneging Queue with Vacation Interruption under -Policy," Journal of Optimization, Hindawi, vol. 2013, pages 1-9, June.
    6. Bolandifar, Ehsan & DeHoratius, Nicole & Olsen, Tava, 2023. "Modeling abandonment behavior among patients," European Journal of Operational Research, Elsevier, vol. 306(1), pages 243-254.
    7. Eliran Sherzer & Yoav Kerner, 2018. "Customers’ abandonment strategy in an M / G / 1 queue," Queueing Systems: Theory and Applications, Springer, vol. 90(1), pages 65-87, October.
    8. W. Rogiest & K. Laevens & J. Walraevens & H. Bruneel, 2015. "Random-order-of-service for heterogeneous customers: waiting time analysis," Annals of Operations Research, Springer, vol. 226(1), pages 527-550, March.
    9. Katsunobu Sasanuma, 2021. "Asymptotic Analysis for Systems with Deferred Abandonment," Mathematics, MDPI, vol. 9(18), pages 1-11, September.
    10. Veena Goswami & Gopinath Panda, 2024. "Analysis of Renewal Batch Arrival Queues with Multiple Vacations and Geometric Abandonment," Methodology and Computing in Applied Probability, Springer, vol. 26(2), pages 1-27, June.
    11. Veeraruna Kavitha & Jayakrishnan Nair & Raman Kumar Sinha, 2019. "Pseudo conservation for partially fluid, partially lossy queueing systems," Annals of Operations Research, Springer, vol. 277(2), pages 255-292, June.
    12. Yoshiaki Inoue & Onno Boxma & David Perry & Shelley Zacks, 2018. "Analysis of $$\hbox {M}^{\mathrm {x}}/\hbox {G}/1$$ M x / G / 1 queues with impatient customers," Queueing Systems: Theory and Applications, Springer, vol. 89(3), pages 303-350, August.
    13. Ken’ichi Kawanishi & Tetsuya Takine, 2016. "MAP/M/c and M/PH/c queues with constant impatience times," Queueing Systems: Theory and Applications, Springer, vol. 82(3), pages 381-420, April.
    14. Nasrallah, Walid F., 2009. "How pre-emptive priority affects completion rate in an M/M/1 queue with Poisson reneging," European Journal of Operational Research, Elsevier, vol. 193(1), pages 317-320, February.
    15. Pel, Adam J. & Chaniotakis, Emmanouil, 2017. "Stochastic user equilibrium traffic assignment with equilibrated parking search routes," Transportation Research Part B: Methodological, Elsevier, vol. 101(C), pages 123-139.
    16. Bong Dae Choi & Bara Kim & Dongbi Zhu, 2004. "MAP/M/c Queue with Constant Impatient Time," Mathematics of Operations Research, INFORMS, vol. 29(2), pages 309-325, May.
    17. Dengpan Liu & Subodha Kumar & Vijay S. Mookerjee, 2012. "Advertising Strategies in Electronic Retailing: A Differential Games Approach," Information Systems Research, INFORMS, vol. 23(3-part-2), pages 903-917, September.
    18. Walid Nasrallah & Raymond Levitt & Peter Glynn, 2003. "Interaction Value Analysis: When Structured Communication Benefits Organizations," Organization Science, INFORMS, vol. 14(5), pages 541-557, October.
    19. Mohammad Firouz & Linda Li & Burcu B. Keskin, 2022. "Managing equipment rentals: Unreliable fleet, impatient customers, and finite commitment capacity," Production and Operations Management, Production and Operations Management Society, vol. 31(11), pages 3963-3981, November.
    20. Cheng-Dar Liou, 2015. "Markovian queue optimisation analysis with an unreliable server subject to working breakdowns and impatient customers," International Journal of Systems Science, Taylor & Francis Journals, vol. 46(12), pages 2165-2182, September.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:spr:sankhb:v:86:y:2024:i:2:d:10.1007_s13571-024-00340-0. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Sonal Shukla or Springer Nature Abstracting and Indexing (email available below). General contact details of provider: http://www.springer.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.