Improving satisfaction of waiting customers by personalised service

Junxiang Li, Xiaran Gao, Chenglong Li and Xiaojia Ma

International Journal of Industrial and Systems Engineering, 2025, vol. 49, issue 3, 335-358

Abstract: Queuing problem is considerably important in a service field. The customers' waiting satisfaction in the process of queuing has a large impact on the whole service. A queuing model providing personalised service is constructed to improve the satisfaction of waiting customers. The enterprise's extra service cost, waiting satisfaction and the customer's actual utility after service are analysed to increase the proportion of satisfied customers by using arena, a simulation software. By comparing with other queuing systems, the results show that the proportion of customers seeking personalised service, their willingness to get extra service and their queuing position of providing extra service have an important impact on the proportion of satisfied customers. The research can offer an important reference for contact centres and other service fields.

Keywords: contact centre; personalised service; queuing theory; arena; waiting satisfaction. (search for similar items in EconPapers)
Date: 2025
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