Effect of Queuing Model on Service Delivery in Total Filling Station Keffi, Nasarawa State, Nigeria.

Abstract:

Waiting lines are common phenomenon in our daily life especially in the organization that provides services for profit making. The paper shows that to ensure quality service delivery a good and unique queuing system is necessary in the filling stations which ensure a good flow of customers at the service points. The main objective of this study is to determine whether the application of queuing model shortens the waiting times of customers in Total Filling Station, Keffi. The study uses regression analysis and model with the help of SPSS in analyzing the data collected from the main queue which showed that on average 35 customers arrive every hour and the service rate is 34.5 customers per hour. The system utilization factor was 76.52%, the probability of zero customers waiting is 4.08; average number of customers waiting is 16.18 and average waiting time is 41.21 min. The study compared the single channel - single phase model against multiple channel - multiple phase model and concluded that single channel - single phase model was not the best for the Total Filling Station, Keffi. Using a population of 275 customers,the studies found out that majority of the customers in the filling station are satisfied about the nature of queuing.In light of these, the study recommended thatthe existing model should be adequately sustained and welcome new innovations that will add value to the existing model.

Keywords: Customers, queuing, service delivery, and servers.